topic Re: Weekly Chat with the eBay Community Team - 01.04.26 @2pm in Chat with the eBay Community Team

Weekly Chat with the eBay Community Team - 01.04.26 @2pm

community-team@ebay — Wed, 01 Apr 2026 14:27:39 GMT

Hi everybody!

The Community Chat will open at 2pm and will remain open until 3pm on Wednesday. After that it will be closed for further questions. Of course, we will continue to take care of answering any questions that may still be unanswered—We’ll get to everything as quickly as possible.

Please ask your questions in the thread below. In order to be able to answer your questions as quickly as possible, we ask you to have one question per post. Of course, you can make as many posts as you like in the Chat- the more the merrier!

This week, our eBay Community Team is made up of kat@ebay dave@ebay and marco@ebay. Between us, we have knowledge in Buying, Selling, Fulfilment, Payments, and the Community itself. Anything we aren’t sure on we’ll know the people who will be! Please ask us any questions you may have and we’ll do all we can to support. We understand that certain topics, such as concerns about businesses possibly using private accounts, can be frustrating and important to you. Please refrain from asking the same question repeatedly in our weekly live chats. We assure you that we carefully review all posts in the forum and ensure that your concerns are communicated to the relevant teams for appropriate action.
To maintain a constructive and community environment, posts that repeatedly breach this guideline may be removed. Continued violations could result in further action against your community account. We appreciate your cooperation and understanding in helping us keep our community focused and respectful.

To ask your question, click Reply in the lower-right corner of this post, type your question, and click Reply between 2pm and 3pm. The community team will answer each incoming question in chronological order and will quote the original question in each answer.

Please note that any reply without a question to the community team or discussion replies may be removed from the chat. We want to keep on track to get through as many questions as possible. We welcome all discussion to be moved to the discussion boards.

If you missed the weekly chat time, please ask your question in the community boards and tag us or we will be back next week with another chat!

Many thanks,

Your eBay Community Team

Re: Weekly Chat with the eBay Community Team - 01.04.26 @2pm

technthread — Wed, 01 Apr 2026 13:23:14 GMT

I subscribed to a basic shop on 26/03, had a change of heart and cancelled it yesterday 31/03. The notifications say I am subscribed until 30/4 or 01/05 so I’m guessing I will see a bill for April later today.

Is this normal? I appreciate eBay don’t want people to be cute with it, max out listing allowances and cancel shops to save money but I barely used 1/3 of the buy it now listing allowance at the end of March and wasn’t expecting to be signed up for April after cancelling it.

If that is correct under the T&C’s then that’s fine, I just want to make sure that’s how it is supposed to work? Thanks

Re: Weekly Chat with the eBay Community Team - 01.04.26 @2pm

the_brick_lodge — Wed, 01 Apr 2026 13:28:34 GMT

There is a help page somewhere which says eBay will refund the cost of the item to the seller if a buyer is refunded for non-receipt and the parcel later arrives, where the shipping label was purchased via eBay.

Does this included 2nd Class post with delivery confirmation? Also are these refunds automatic or do we have to apply for them?

I can't find the help page at the moment but this topic refers to it:

https://community.ebay.co.uk/t5/Seller-Central/Extended-item-not-received-protections/td-p/7936550

Also why does this result show the listing as results with fewer words when the search term is in the listing title please?

Lastly how do buyers request a combined invoice on the mobile app please?

Re: Weekly Chat with the eBay Community Team - 01.04.26 @2pm

krafty-kreations — Wed, 01 Apr 2026 13:29:08 GMT

Good Afternoon, Do you know if there would be a reason why I would keep getting this when listing?

It has happened a lot today

Thanks

Re: Weekly Chat with the eBay Community Team - 01.04.26 @2pm

marco@ebay — Wed, 01 Apr 2026 13:29:24 GMT

@technthread wrote:

I subscribed to a basic shop on 26/03, had a change of heart and cancelled it yesterday 31/03. The notifications say I am subscribed until 30/4 or 01/05 so I’m guessing I will see a bill for April later today.

Is this normal? I appreciate eBay don’t want people to be cute with it, max out listing allowances and cancel shops to save money but I barely used 1/3 of the buy it now listing allowance at the end of March and wasn’t expecting to be signed up for April after cancelling it.

If that is correct under the T&C’s then that’s fine, I just want to make sure that’s how it is supposed to work? Thanks

Hi technthread, thanks for your question.

I don't think you will be charged for a full month in April, I'd need to double check all the times for signing up, cancelling it, etc, but based on what you said above, I don't think you will be billed for that.

If you do, please feel free to let me know, and I will be refer that to billing to assist you no problem.

Thank you,

Marco

Re: Weekly Chat with the eBay Community Team - 01.04.26 @2pm

pegr-834437 — Wed, 01 Apr 2026 13:34:22 GMT

Hi,

Is there any chance you can pass this message onto the relevant department (Authentication Guarantee) the new move is a suicide decision by eBay, the site is already flooded with fakes and people selling just below the limit and ripping people off on the site, to which eBay dont care unless the brand alert them to it yet somehow think moving the level of entry to £200 is somehow a positive.

This has removed any safeguard that we as sellers (the people who pay eBay thousands of pounds a year) had as now eBay will use the good old line of sorry we are just a marketplace platform and dont actually see the item we just put the buyer and seller together so we cant be sure that brand new account with zero feedback has sent back a different item and not the £175 trainers you an account with 20k feedback all positive claim to have sent, please use the 50% deduction on a refund that's available as a trust loyal seller.

The rollout of this has been nothing short of a joke with customer services having no clue and the help page being as clear as mud on a football pitch in the 1970's. Once again eBay has seen a system that was working well and thought hey lets not fix the thousands of bugs but lets mess with something and make it multiple times worse, open the site up to yet more scammers and screw over our loyal business/private sellers.

The simple solution would be to allow your sellers (who you claim to trust and thank for their loyalty) to decide if we wanted our items to go via authentication not the buyers who hold all the cards and power in every transaction.

I know you have absolutely zero power over this but I'm hoping it can be forwarded to the correct team as they clearly haven't thought this through at all otherwise they'd see what a terrible idea this is.

Re: Weekly Chat with the eBay Community Team - 01.04.26 @2pm

technthread — Wed, 01 Apr 2026 13:35:09 GMT

Ah right so roughly, I should expect to be billed for the whole of April less about 5 days?

Re: Weekly Chat with the eBay Community Team - 01.04.26 @2pm

kat@ebay — Wed, 01 Apr 2026 13:35:11 GMT

@krafty-kreations wrote:

Good Afternoon, Do you know if there would be a reason why I would keep getting this when listing?

It has happened a lot today

Thanks

Hi @krafty-kreations ,

I haven't seen other reports of this today. It could be browser related, maybe that something in the browser is not allowing initial access to eBay. What browser are you using. Are you able to try from another browser?

Thank you,

Kat

Re: Weekly Chat with the eBay Community Team - 01.04.26 @2pm

marco@ebay — Wed, 01 Apr 2026 13:40:20 GMT

@pegr-834437 wrote:

Hi,

Is there any chance you can pass this message onto the relevant department (Authentication Guarantee) the new move is a suicide decision by eBay, the site is already flooded with fakes and people selling just below the limit and ripping people off on the site, to which eBay dont care unless the brand alert them to it yet somehow think moving the level of entry to £200 is somehow a positive.

This has removed any safeguard that we as sellers (the people who pay eBay thousands of pounds a year) had as now eBay will use the good old line of sorry we are just a marketplace platform and dont actually see the item we just put the buyer and seller together so we cant be sure that brand new account with zero feedback has sent back a different item and not the £175 trainers you an account with 20k feedback all positive claim to have sent, please use the 50% deduction on a refund that's available as a trust loyal seller.

The rollout of this has been nothing short of a joke with customer services having no clue and the help page being as clear as mud on a football pitch in the 1970's. Once again eBay has seen a system that was working well and thought hey lets not fix the thousands of bugs but lets mess with something and make it multiple times worse, open the site up to yet more scammers and screw over our loyal business/private sellers.

The simple solution would be to allow your sellers (who you claim to trust and thank for their loyalty) to decide if we wanted our items to go via authentication not the buyers who hold all the cards and power in every transaction.

I know you have absolutely zero power over this but I'm hoping it can be forwarded to the correct team as they clearly haven't thought this through at all otherwise they'd see what a terrible idea this is.

Hi pegr-834437, thanks for your input.

Yes, I will pass that on for you no problem. We actually had someone last week sharing feedback around these changes as well, so I will include yours now. Anything else, please feel free to let us know.

Thank you,

Marco

Re: Weekly Chat with the eBay Community Team - 01.04.26 @2pm

450-262541 — Wed, 01 Apr 2026 13:42:27 GMT

Hi all, apologies if this has been addressed recently elsewhere and I've missed it, but it is an issue that really drives me bonkers and I know it has been an ongoing issue for at least a couple of years now : the inability of the Search feature to correctly 'Sort By Lowest price + P&P' or 'Highest price + P&P'.

Since adding numbers together and sorting them into order is about the simplest thing that computers are generally really good at, this failure baffles me. I can only assume that the people who could fix it, and have spent the last two years not fixing it, are not fixing it for a very deliberate reason, but I can't for the life of me work out what that might be.

Do any of you have any insight into this that you can share please?

Thanks

Re: Weekly Chat with the eBay Community Team - 01.04.26 @2pm

pegr-834437 — Wed, 01 Apr 2026 13:43:42 GMT

Thank you, if you could just ask them to give more than the very basic training to the staff that would be incredible, we can all read the help pages so when speaking to customer services I'd expect them to know more than on the help pages. This isnt just the generic customer services, these are dedicated teams for some of ebays biggest markets, the training they get is way below what I'd expect, I feel embarrassed for them when I have to tell them I can read a help page and I expect them to know more than me.

Re: Weekly Chat with the eBay Community Team - 01.04.26 @2pm

marco@ebay — Wed, 01 Apr 2026 13:47:17 GMT

@technthread wrote:

Ah right so roughly, I should expect to be billed for the whole of April less about 5 days?

Thanks for your reply, technthread.

I can't really confirm since I don't have all the details to provide you with an accurate advice, but if you are charged, it should only be for the few days you used, not all month. However, if you are charged, let me know and I will send that to our billing team and we'll take it from there.

Thank you,

Marco

Re: Weekly Chat with the eBay Community Team - 01.04.26 @2pm

dave@ebay — Wed, 01 Apr 2026 13:48:25 GMT

@the_brick_lodge wrote:

There is a help page somewhere which says eBay will refund the cost of the item to the seller if a buyer is refunded for non-receipt and the parcel later arrives, where the shipping label was purchased via eBay.

Does this included 2nd Class post with delivery confirmation? Also are these refunds automatic or do we have to apply for them?

I can't find the help page at the moment but this topic refers to it:

https://community.ebay.co.uk/t5/Seller-Central/Extended-item-not-received-protections/td-p/7936550

Also why does this result show the listing as results with fewer words when the search term is in the listing title please?

Lastly how do buyers request a combined invoice on the mobile app please?

Hi @the_brick_lodge

It looks like this is the article you are looking for.

To qualify the item needs to be sent by a fully tracked service. I don't believe it is automated so you will need to reach out to CS to appeal.

On a side note, please limit your posts to one question. You can post as many questions as you need but we need them posted separately for tracking on this side.

Thanks,

Dave

Re: Weekly Chat with the eBay Community Team - 01.04.26 @2pm

the_brick_lodge — Wed, 01 Apr 2026 13:50:01 GMT

Thanks Dave, ok, how do buyers request a combined invoice on the mobile app please?

Re: Weekly Chat with the eBay Community Team - 01.04.26 @2pm

marco@ebay — Wed, 01 Apr 2026 13:50:21 GMT

@pegr-834437 wrote:

Thank you, if you could just ask them to give more than the very basic training to the staff that would be incredible, we can all read the help pages so when speaking to customer services I'd expect them to know more than on the help pages. This isnt just the generic customer services, these are dedicated teams for some of ebays biggest markets, the training they get is way below what I'd expect, I feel embarrassed for them when I have to tell them I can read a help page and I expect them to know more than me.

Thanks for your reply, pegr-834437.

Yes, that's no problem, I will add on to the input you shared with us above, so thanks for your feedback.

Thank you,

Marco

Re: Weekly Chat with the eBay Community Team - 01.04.26 @2pm

the_brick_lodge — Wed, 01 Apr 2026 13:50:29 GMT

Also why does this result show the listing as results with fewer words when the search term is in the listing title please?

Re: Weekly Chat with the eBay Community Team - 01.04.26 @2pm

the_brick_lodge — Wed, 01 Apr 2026 13:53:03 GMT

Ok so what services qualify please? Where is it stated? (or should that be in 2 posts, I have no idea).

Re: Weekly Chat with the eBay Community Team - 01.04.26 @2pm

technthread — Wed, 01 Apr 2026 13:53:01 GMT

This is feedback that isn’t new but in the space of 5 days back on a basic shop I was already exasperated by estimated delivery dates and it was one factor in my decision to close the shop again.

Order number 14-14422-44443. The buyer purchases on Saturday evening at 10:48pm and gets given an EDD of Tuesday-Wednesday. This is already showing up as running behind. The buyer chooses the postage of 2nd class letter and I see has left some negative feedback for sellers for late delivery in the past. I paid extra for a 2nd class large letter so I could get an acceptance scan at a Royal Mail locker and hopefully a delivery scan to try and protect my metrics but given the state of Royal Mail delivery times for 2nd class it was always likely to be considered ‘late’.

This isn’t the main reason I closed my shop again but it is frustrating that sales here are always EDD pressured straight away.

Re: Weekly Chat with the eBay Community Team - 01.04.26 @2pm

technthread — Wed, 01 Apr 2026 13:53:35 GMT

Thanks, will do.

Re: Weekly Chat with the eBay Community Team - 01.04.26 @2pm

kat@ebay — Wed, 01 Apr 2026 13:56:22 GMT

@450-262541 wrote:

Hi all, apologies if this has been addressed recently elsewhere and I've missed it, but it is an issue that really drives me bonkers and I know it has been an ongoing issue for at least a couple of years now : the inability of the Search feature to correctly 'Sort By Lowest price + P&P' or 'Highest price + P&P'.

Since adding numbers together and sorting them into order is about the simplest thing that computers are generally really good at, this failure baffles me. I can only assume that the people who could fix it, and have spent the last two years not fixing it, are not fixing it for a very deliberate reason, but I can't for the life of me work out what that might be.

Do any of you have any insight into this that you can share please?

Thanks

Hi @450-262541 ,

You are right, it was raised here last year. I will check into the details for it and post back.

Thank you,

Kat