💬 Weekly Chat with the eBay Community Team- 01.03.23 @2pm | Chat with the eBay Community Team | eBay UK

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💬 Weekly Chat with the eBay Community Team- 01.03.23 @2pm

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!

Our eBay Community Team is made up of @kat@ebay , @dave@ebay and @katie@ebay . Between us, we have knowledge in Buying, Selling, ProTrader, Fulfilment, Parts & Accessories, 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.

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

community-team@ebay eBay Staff

eBay Staff

eBay Staff0 View listings

Posted 3 years ago · Edited 3 years ago·Last reply 3 years ago

39 comments

quizman6429

·3 years ago

Hi

I have noticed recently that the number of Adult magazine titles listed on ebay has increased especially from America and on checking the "restricted adult items policy" there is no change of the wording on eBay.co but on eBay.com there is a much larger list of what is now allowed, this is very confusing and would be grateful for comments as to whether this applies to eBay.co and why the difference in the two sites.

Michael

dave@ebay

eBay Staff

Admin3 years ago

@quizman6429 wrote:

Hi

I have noticed recently that the number of Adult magazine titles listed on ebay has increased especially from America and on checking the "restricted adult items policy" there is no change of the wording on eBay.co but on eBay.com there is a much larger list of what is now allowed, this is very confusing and would be grateful for comments as to whether this applies to eBay.co and why the difference in the two sites.

Michael

Hi @quizman6429

The policies in adult categories can differ between .com and .uk because of the different regulatory bodies in each country. This lead can lead to a difference in the policies across the different sites.

Thanks,

Dave

simas-stuff

·3 years ago

What has happened to ebay for business on facebook? I messaged them yesterday morning and have not had a reply, not even the standard 'thanks for messaging we will be with you as soon as we can'.

katie@ebay

eBay Staff

3 years ago

@simas-stuff wrote:

What has happened to ebay for business on facebook? I messaged them yesterday morning and have not had a reply, not even the standard 'thanks for messaging we will be with you as soon as we can'.

Hi @simas-stuff,

Their team have has some issues with the tool they use to reply to messages across social platforms.

They haven't been able to access messages since Monday morning on Facebook.

They'll get back to everyone as soon as possible or if you would like to reach out to us here we will do what we can to help.

Thanks,

Katie

eshopforce01

·3 years ago

The EAN is still hidden in the new listing tool.

ojewellery

·3 years ago

Last week, with zero notice, eBay changed the jewellery policy. Listings not complying by 25th March will not relist. The policy brings the UK policy inline with the US one - which I understand is a move towards eBay authentication on jewellery over $500. The problem is the laws for precious metal retail vary around the globe and eBay rules shouldn't be trying to over ride law.

There are two issues for me. One is eBay compliance with UK law and hallmarking requirements, the second is the eBay definition of what is a gemstone that doesn't fit with the rest of the worlds thinking.

Here's my issue/ suggestion with the metal wording (I'll post with the gemstone issues at the end of this):

Current homogenised US Jewelry/ UK jewellery policy metal rules:

Rules for metals

If your item is made from plated, flashed or filled metals, you will need to clearly state this in the title, item specifics and item description, such as "gold-plated silver"
Platinum, gold and silver items must meet applicable laws for stamping:

Gold stamps: 9K, 10k, 14k, 18k, 22k, 24k
Silver stamps: Sterling Silver, .925, .999
Platinum stamps: Plat, Pt, 950Plat, 900Pt

Areas of conflict

Here are a few conflicting issues:

The K on the US stamp stands for Karat – outside the US this is carat and abbreviated to ct.

14k USA = 583 parts gold per thousand – in the UK/ Europe/ India 14ct is 585 parts per thousand

9ct gold/ 375 stamped gold should not be sold as gold in the US – 10k/ 417 hallmark

8ct gold 333 stamp is recognised and marked in much of Europe (incl. Germany and Italy)

Suggested rules for metals UK

If your item is made from plated, flashed or filled metals, you will need to clearly state this in the title, item specifics and item description, such as "gold-plated silver"
Silver, palladium, gold and platinum items must meet applicable laws for stamping:

Silver stamps: 800, 925, 958, 999
Palladium stamps: 500, 950, 999
Gold stamps: 375, 585, 750 ,916 ,990, 999
Platinum stamps: 850, 900, 950, 999

Articles above these weights must be hallmarked:

Silver 7.78g
Palladium 1g
Gold 1g
Platinum 0.5g

It would help the platform be compliant with the hallmarking act if it displayed the online British Hallmarking Council dealer notice – or linked to it.

Gemstone issue:

For what is fine jewellery please would you consider simplifying the very complex rules written to be the following:

What is considered Fine Jewellery (UK)?

Fine jewellery is composed primarily of fine materials.

Fine metals

Gold that is 9 carats or higher, including rose, green, chocolate or white gold
Silver and sterling silver that is 925 parts per thousand, or higher
Platinum and other platinum-group metals that are 850 or above
Hallmarked metals where the metal fineness has been verified by an assay office.
Gold, silver and platinum are considered fine if they are a solid metal or if they have been plated with gold, silver, platinum, palladium or other platinum-group metals

Fine gemstones

Natural gemstones
Laboratory created gemstones where the gemstone has the same mineral composition as the natural gemstone

What is considered Fashion Jewellery?

If the item does not meet the criteria above to be considered fine jewellery, the item should be listed in the Fashion Jewellery category.

Fashion metals

If the base metal is not gold, silver or a platinum group metal, the jewellery is considered fashion, even if the metal is plated with gold, silver or platinum group metal.

Fashion gemstones

Simulated gemstones are considered fashion jewellery

Please could we also add within treatment:

Specify clearly in the title if the treatment of the gem is unknown “Treatment Unknown”

Much jewellery would fall into the 'Treatment Unknown' - testing that gemstones are natural or having a traceable supply chain for this is a simple enough process - the test for treatment is more complex. Just get a certificate is a great statement but a basic stone verification certificate is around £45+ VAT (per stone) plus two lots of special delivery postage - so thats quite a chunk on the price. More detailed reports breaking down treatment are well over £100+ VAT plus postage, per stone.

The current gemstone list misses quite a few and a few listed in the fashion jewellery list are obscure. Onyx has frequently been seen as the main stone in very high end collections. Cartier did an amazing black onyx collection (lots of examples on eBay well over £20k), other manufacturers have done collections with green onyx - there are examples on eBay where the main stone is green onyx, the price tag over $100,000 and this policy is suggesting these should now be a fashion item - In my area of the North West you can buy a home for this! Are we saying anything with a pearl is fashion, tanzanite is debated between beeing precious and semi precious but has grown enormously in popularity and the story behind the mining of the gemstone and attempts to ensure a fair share for Tanzanians is something that is a wonder to read about. Yet its another unlisted gemstone so do we relegate to fashion? In a more modest price range I have a lot of hallmarked branded pieces of gold fine jewellery that are white topaz - not fashion, future family heirlooms. But relegated to fashion.

I'm avoiding the busy task created by this policy change without notice hoping sense will prevail!

kat@ebay

eBay Staff

Admin3 years ago

@ojewellery wrote:

Last week, with zero notice, eBay changed the jewellery policy. Listings not complying by 25th March will not relist. The policy brings the UK policy inline with the US one - which I understand is a move towards eBay authentication on jewellery over $500. The problem is the laws for precious metal retail vary around the globe and eBay rules shouldn't be trying to over ride law.

There are two issues for me. One is eBay compliance with UK law and hallmarking requirements, the second is the eBay definition of what is a gemstone that doesn't fit with the rest of the worlds thinking.

Here's my issue/ suggestion with the metal wording (I'll post with the gemstone issues at the end of this):

Current homogenised US Jewelry/ UK jewellery policy metal rules:

Rules for metals

If your item is made from plated, flashed or filled metals, you will need to clearly state this in the title, item specifics and item description, such as "gold-plated silver"

Platinum, gold and silver items must meet applicable laws for stamping:

Gold stamps: 9K, 10k, 14k, 18k, 22k, 24k

Silver stamps: Sterling Silver, .925, .999

Platinum stamps: Plat, Pt, 950Plat, 900Pt

Areas of conflict

Here are a few conflicting issues:

The K on the US stamp stands for Karat – outside the US this is carat and abbreviated to ct.

14k USA = 583 parts gold per thousand – in the UK/ Europe/ India 14ct is 585 parts per thousand

9ct gold/ 375 stamped gold should not be sold as gold in the US – 10k/ 417 hallmark

8ct gold 333 stamp is recognised and marked in much of Europe (incl. Germany and Italy)

Suggested rules for metals UK

If your item is made from plated, flashed or filled metals, you will need to clearly state this in the title, item specifics and item description, such as "gold-plated silver"

Silver, palladium, gold and platinum items must meet applicable laws for stamping:

Silver stamps: 800, 925, 958, 999

Palladium stamps: 500, 950, 999

Gold stamps: 375, 585, 750 ,916 ,990, 999

Platinum stamps: 850, 900, 950, 999

Articles above these weights must be hallmarked:

Silver 7.78g

Palladium 1g

Gold 1g

Platinum 0.5g

It would help the platform be compliant with the hallmarking act if it displayed the online British Hallmarking Council dealer notice – or linked to it.

Gemstone issue:

For what is fine jewellery please would you consider simplifying the very complex rules written to be the following:

What is considered Fine Jewellery (UK)?

Fine jewellery is composed primarily of fine materials.

Fine metals

Gold that is 9 carats or higher, including rose, green, chocolate or white gold

Silver and sterling silver that is 925 parts per thousand, or higher

Platinum and other platinum-group metals that are 850 or above

Hallmarked metals where the metal fineness has been verified by an assay office.

Gold, silver and platinum are considered fine if they are a solid metal or if they have been plated with gold, silver, platinum, palladium or other platinum-group metals

Fine gemstones

Natural gemstones

Laboratory created gemstones where the gemstone has the same mineral composition as the natural gemstone

What is considered Fashion Jewellery?

If the item does not meet the criteria above to be considered fine jewellery, the item should be listed in the Fashion Jewellery category.

Fashion metals

If the base metal is not gold, silver or a platinum group metal, the jewellery is considered fashion, even if the metal is plated with gold, silver or platinum group metal.

Fashion gemstones

Simulated gemstones are considered fashion jewellery

Please could we also add within treatment:

Specify clearly in the title if the treatment of the gem is unknown “Treatment Unknown”

Much jewellery would fall into the 'Treatment Unknown' - testing that gemstones are natural or having a traceable supply chain for this is a simple enough process - the test for treatment is more complex. Just get a certificate is a great statement but a basic stone verification certificate is around £45+ VAT (per stone) plus two lots of special delivery postage - so thats quite a chunk on the price. More detailed reports breaking down treatment are well over £100+ VAT plus postage, per stone.

The current gemstone list misses quite a few and a few listed in the fashion jewellery list are obscure. Onyx has frequently been seen as the main stone in very high end collections. Cartier did an amazing black onyx collection (lots of examples on eBay well over £20k), other manufacturers have done collections with green onyx - there are examples on eBay where the main stone is green onyx, the price tag over $100,000 and this policy is suggesting these should now be a fashion item - In my area of the North West you can buy a home for this! Are we saying anything with a pearl is fashion, tanzanite is debated between beeing precious and semi precious but has grown enormously in popularity and the story behind the mining of the gemstone and attempts to ensure a fair share for Tanzanians is something that is a wonder to read about. Yet its another unlisted gemstone so do we relegate to fashion? In a more modest price range I have a lot of hallmarked branded pieces of gold fine jewellery that are white topaz - not fashion, future family heirlooms. But relegated to fashion.

I'm avoiding the busy task created by this policy change without notice hoping sense will prevail!

Hi @ojewellery ,

I understand your experience in this area and appreciate your detailed insight. I will share the feedback you are providing on this policy change to the relevant team here. While we share all insight from sellers, we have no way of guaranteeing any change to this new incoming policy.

Thank you,

Kat

elcon_europe_ltd

·3 years ago

I receive orders from Portugal. In order to use Royal Mail Click & Drop, I have to insert the customers Addressee Identification Reference Number (in the case of Portugal, they're NIF number). Without this, Portuguese Customs will reject the import.

Should this not be the responsibility of eBay to ensure their users upload this information?

I regularly have to ring Portugal to get this information.

dave@ebay

eBay Staff

Admin3 years ago

@elcon_europe_ltd wrote:

I receive orders from Portugal. In order to use Royal Mail Click & Drop, I have to insert the customers Addressee Identification Reference Number (in the case of Portugal, they're NIF number). Without this, Portuguese Customs will reject the import.

Should this not be the responsibility of eBay to ensure their users upload this information?

I regularly have to ring Portugal to get this information.

Hi @elcon_europe_ltd

This is this is a legal requirement set up by each country for sellers selling into their country. The responsibility for this falls with the seller and not the buyer.

As its not an eBay policy we cant enforce buyers adding the information. I will reach out to the shipping team to see if its possible to make the information for each country more readily available.

Thanks,

Dave

petals-and-paws

·3 years ago

What is happening with feedback removal at the moment?! Here's my story (this is the short version...)...

- Buyer claims item arrived damaged (impossible) and demands another one (no photos provided) - I request buyer returns item.

- Buyer leaves negative feedback stating I ignored messages.

- Call eBay who confirm buyer messaged me a 2nd time but it was 'soft blocked' by the internal system so I did not receive the message and this, together with fact I offered a return but buyer declined means feedback eligible for removal. However, agents system crashes and advises I'll need to call back and speak with another agent.

- Requested another callback - this agent advises eBay will only remove feedback if the buyer is immediately refunded, despite item never being returned, makes me refund whilst he's on the phone but then states he ALSO has IT issues and I'll need to request ANOTHER callback.

- Requested a 3rd callback - agent advises they will only remove if feedback revision request is sent (sigh...)

- Feedback revision request sent... no response for 48 hours, despite being told it would be looked at within 8 hours.

- Called eBay, told that it cannot be removed as I'd already spoken with an agent about it - explained I was forced to refund the buyer for it to be removed and that the feedback is false, as I did reply to the messages I received, eBay blocked a message so how could I have replied? Promised call back within 24 hours.

- No call received after a few days, spoke with another agent who promised me it would be looked into.

- Still no call back, have spoken with multiple agents who all say someone will call me back but no-one ever does... feedback revision request still pending after 2 weeks, buyer has item and a refund which I was forced to do..

This is crazy! So buyers can demand replacements, refuse to return items and leave negative feedback if they don't receive them? eBay will admit messages have been blocked by their systems but let buyers receive negative feedback for not replying to them? eBay will tell sellers they have to refund buyers - despite the item not being returned - for feedback to be removed, but then not remove it?

I'm sure anyone reading this will agree this is not right, but I've tried to speak with the 'right person' at eBay and keep getting told the 'back office team' cannot be spoken to so there's nothing they can do - so hoping someone reading this can help me instead!

ducatimondo

·3 years ago

Can someone get the app developers to sort out the kerching noise when you sell something.

Has been doing a double or triple kerching when an item sells, so you think you have sold more than one item.

Could be they have made it do the kerching noise when it sells and changed it so it does it again when the payment is made, instead of the latter being a different jingle.

But it is tres annoying and seems to be another case of something being implemented without being tested.
Of course it could be like the other feature, a simplfication of something that does not need it; why have 2x jingles when you can use the same one twice.

Any chance someone can have a look please.

Cheers

Russ

ducatimondo

·3 years ago

@ducatimondo wrote:
Can someone get the app developers to sort out the kerching noise when you sell something.

Has been doing a double or triple kerching when an item sells, so you think you have sold more than one item.
Could be they have made it do the kerching noise when it sells and changed it so it does it again when the payment is made, instead of the latter being a different jingle.
But it is tres annoying and seems to be another case of something being implemented without being tested.
Of course it could be like the other feature, a simplfication of something that does not need it; why have 2x jingles when you can use the same one twice.
Any chance someone can have a look please.

Cheers
Russ

Replying to myself here, makes as much sense as talking to myself; following the saying you don't have to be mad to work here, but it helps lol

Just wanted to add as I had fogotten, this has been happening for around 1 week.

dave@ebay

eBay Staff

Admin3 years ago

@ducatimondo wrote:

Can someone get the app developers to sort out the kerching noise when you sell something.

Has been doing a double or triple kerching when an item sells, so you think you have sold more than one item.

Could be they have made it do the kerching noise when it sells and changed it so it does it again when the payment is made, instead of the latter being a different jingle.

But it is tres annoying and seems to be another case of something being implemented without being tested.
Of course it could be like the other feature, a simplfication of something that does not need it; why have 2x jingles when you can use the same one twice.

Any chance someone can have a look please.

Cheers

Russ

Hi @ducatimondo

I'll reach out to the App team to see if its something we can work into a future update.

You can mute the sounds for just the order updates in the app settings by going to Settings - Notifications - Order updates. You can than put the sound to silent. You'll still get the notifications but it should mute the kerching.

Thanks,

Dave

kat@ebay

eBay Staff

Admin3 years ago

@petals-and-paws wrote:

What is happening with feedback removal at the moment?! Here's my story (this is the short version...)...

- Buyer claims item arrived damaged (impossible) and demands another one (no photos provided) - I request buyer returns item.

- Buyer leaves negative feedback stating I ignored messages.

- Call eBay who confirm buyer messaged me a 2nd time but it was 'soft blocked' by the internal system so I did not receive the message and this, together with fact I offered a return but buyer declined means feedback eligible for removal. However, agents system crashes and advises I'll need to call back and speak with another agent.

- Requested another callback - this agent advises eBay will only remove feedback if the buyer is immediately refunded, despite item never being returned, makes me refund whilst he's on the phone but then states he ALSO has IT issues and I'll need to request ANOTHER callback.

- Requested a 3rd callback - agent advises they will only remove if feedback revision request is sent (sigh...)

- Feedback revision request sent... no response for 48 hours, despite being told it would be looked at within 8 hours.

- Called eBay, told that it cannot be removed as I'd already spoken with an agent about it - explained I was forced to refund the buyer for it to be removed and that the feedback is false, as I did reply to the messages I received, eBay blocked a message so how could I have replied? Promised call back within 24 hours.

- No call received after a few days, spoke with another agent who promised me it would be looked into.

- Still no call back, have spoken with multiple agents who all say someone will call me back but no-one ever does... feedback revision request still pending after 2 weeks, buyer has item and a refund which I was forced to do..

This is crazy! So buyers can demand replacements, refuse to return items and leave negative feedback if they don't receive them? eBay will admit messages have been blocked by their systems but let buyers receive negative feedback for not replying to them? eBay will tell sellers they have to refund buyers - despite the item not being returned - for feedback to be removed, but then not remove it?

I'm sure anyone reading this will agree this is not right, but I've tried to speak with the 'right person' at eBay and keep getting told the 'back office team' cannot be spoken to so there's nothing they can do - so hoping someone reading this can help me instead!

Hi @petals-and-paws,

Leave this with me so I can review the details offline for the feedback and the buyer. I will follow up with you by pm.

Thank you,

Kat

petals-and-paws

·3 years ago

Thank you Kat, I really appreciate your help!

fatbobfan

·3 years ago

Issue 2, not related to my first post

https://www.ebayads.com/2023/02/15/seller-announcement-promoted-listings-standard-fees-are-changing-1/

Will my Promoted Listings Standard ad fees increase as a result of the change?

It is possible that you will see an increase in both your total ad fees and total items sold via Standard ads.
You will only be charged the ad fee if one of your promoted items sells and that same buyer clicked on one of your Standard ads within the past 30 days.

Apologies if I am missing

It is possible that you will see an increase in both your total ad fees and total items sold via Standard ads.

Please advise what this means or where this increase fee information can be found

kat@ebay

eBay Staff

Admin3 years ago

@fatbobfan wrote:

Issue 2, not related to my first post

https://www.ebayads.com/2023/02/15/seller-announcement-promoted-listings-standard-fees-are-changing-1/

Will my Promoted Listings Standard ad fees increase as a result of the change?

It is possible that you will see an increase in both your total ad fees and total items sold via Standard ads.

You will only be charged the ad fee if one of your promoted items sells and that same buyer clicked on one of your Standard ads within the past 30 days.

Apologies if I am missing

It is possible that you will see an increase in both your total ad fees and total items sold via Standard ads.

Please advise what this means or where this increase fee information can be found

Hi @fatbobfan,

I will follow up with our promoted listings team to get some clarification on this. I'll come back once I have an update.

Thank you,

Kat

kat@ebay

eBay Staff

Admin3 years ago

Hi @fatbobfan ,

If you go back to the same link here for the details on the promoted listings standard and go the the last FAQ titled How will I be charged for listings that are promoted via Promoted Listings Standard and Promoted Listings Advanced campaigns?

This gives more of a detailed example of fees and how charges will be applied.

Thank you,

Kat

rainbowtrax

·3 years ago

🌈🎵🎶☕🧋View listings

Does anyone know what is happening with the pop-ups that some users are getting when they try to go to any listing page from sellers' shops. Instead of being taken to the listing, a pop-up containing minimal details is activated instead. It then requires another click to get to the listing itself. Even worse, some shops have an Add To Basket link within the pop-ups, trying to steer buyers to make a purchase without ever looking at the listing. The pop-up doesn't even show the inadequate desrciption summary that you get on the app let alone the proper description. The app is bad enough for encouraging users to buy without looking but this is worse. For used items particularly, it's madness. I know Dave said it was a glitch rather than a test but given other changes that have appeared this week, it seems more like deliberate tinkering to me.

The change has been applied at account level for buyers, not to specific shops so that, if you have this on your account, it happens on every shop you look at. If you don't then it won't be happening to you at all, either on your own shop or when you view others. So a seller can't tell how many of their potential buyers are affected by this. Just because you don't see it yourself doesn't mean your buyers don't.

Please can we have some explanation of what's happening here. See screenshots here: https://community.ebay.co.uk/t5/Business-Seller-Board/Incorrect-links-for-shop-items/m-p/7379922#M290867

dave@ebay

eBay Staff

Admin3 years ago

@rainbowtrax wrote:

Does anyone know what is happening with the pop-ups that some users are getting when they try to go to any listing page from sellers' shops. Instead of being taken to the listing, a pop-up containing minimal details is activated instead. It then requires another click to get to the listing itself. Even worse, some shops have an Add To Basket link within the pop-ups, trying to steer buyers to make a purchase without ever looking at the listing. The pop-up doesn't even show the inadequate desrciption summary that you get on the app let alone the proper description. The app is bad enough for encouraging users to buy without looking but this is worse. For used items particularly, it's madness. I know Dave said it was a glitch rather than a test but given other changes that have appeared this week, it seems more like deliberate tinkering to me.

The change has been applied at account level for buyers, not to specific shops so that, if you have this on your account, it happens on every shop you look at. If you don't then it won't be happening to you at all, either on your own shop or when you view others. So a seller can't tell how many of their potential buyers are affected by this. Just because you don't see it yourself doesn't mean your buyers don't.

Please can we have some explanation of what's happening here. See screenshots here: https://community.ebay.co.uk/t5/Business-Seller-Board/Incorrect-links-for-shop-items/m-p/7379922#M290867

Hi @rainbowtrax

Ive reached out to the developed team for some clarification on the pop up. It looks to be part of a roll out on site. I'll reply on the original thread as soon as I have an update.

Thanks,

Dave

rainbowtrax

·3 years ago

🌈🎵🎶☕🧋View listings

@dave@ebay a rollout? Dear god, I hope not! If so, that's a potentially disastrous change for all shop sellers of used items. All in all, it's not a great week. Perhaps I should just jack it in now. Please pass on to them that if this is a rollout, they need to reconsider and roll back.

eshopforce01

·3 years ago

Hello,

At the moment to appeal a decision, you need to let the case close by itself.

By doing so, you get a defect until the issue is resolved (which can take a couple of days).

If you are unlucky and get evaluated for the seller level during this time, you can end up “below Standard” despite winning the case couple of days after the evaluation.

Thank you

kat@ebay

eBay Staff

Admin3 years ago

@eshopforce01 wrote:

Hello,

At the moment to appeal a decision, you need to let the case close by itself.

By doing so, you get a defect until the issue is resolved (which can take a couple of days).

If you are unlucky and get evaluated for the seller level during this time, you can end up “below Standard” despite winning the case couple of days after the evaluation.

Thank you

Hi @eshopforce01 ,

It's best to contact customer support to escalate the case before it closes to prevent this situation from happening.

Thank you,

Kat

eshopforce01

·3 years ago

Your colleague told me over the phone that i can't escalate it before it close by itself.

The only way for me to close the case is to provide a full refund, then there is no option to appeal the decision.

It's a bit confusing.

kat@ebay

eBay Staff

Admin3 years ago

@eshopforce01 wrote:

Your colleague told me over the phone that i can't escalate it before it close by itself.

The only way for me to close the case is to provide a full refund, then there is no option to appeal the decision.

It's a bit confusing.

Hi @eshopforce01 ,

I'm not sure why you would not have been able to escalate the case but there are situations where it can be different depending on the case situation. Most instances you should be able to escalate the case before it closes.

We can't go back on previous cases to discuss on the boards but going forward if you are in this situation again if you want to reach out to us here to have the case situation looked at.

Thank you,

Kat

Thank you,

Kat

eshopforce01

·3 years ago

@kat@ebayI appreciate but my account is below standard from the 20th of February until the 20th of March because of it.

Is there a way you can change the previous evaluation ?

And most importantly fix it, so it doesn't happen to someone else.

Thank you

kat@ebay

eBay Staff

Admin3 years ago

@eshopforce01 wrote:

@kat@ebayI appreciate but my account is below standard from the 20th of February until the 20th of March because of it.

Is there a way you can change the previous evaluation ?

And most importantly fix it, so it doesn't happen to someone else.

Thank you

Hi @eshopforce01 ,

Unfortunately we can't change the seller level once the evaluation has passed. I have had the account checked and the seller level will come back on the next one with will be the 20th of March.

Thank you,

Kat

rainbowtrax

·3 years ago

🌈🎵🎶☕🧋View listings

What is going on with the Sales History page? On every multi-quantity listing with sales, the number of items sold is a clickable link to the Sales History page for that listing. Overnight on Monday, this link was removed so the number is just plain text. Now CS are apparently saying that this is part of a "desktop cleanup"! This is a fairly vital feature for many sellers, both on their own listings and when researching other sellers' sales. Once again, a change has been made suddenly, with no warning and no prior consultation with sellers. Please can this be restored asap.

See multiple posts: https://community.ebay.co.uk/t5/Business-Seller-Board/Link-to-sales-history-on-listings-removed/m-p/7379743
https://community.ebay.co.uk/t5/Seller-Central/Listing-sold-history-no-longer-viewable/m-p/7379953
https://community.ebay.co.uk/t5/Selling-Tools/Sales-history-within-an-Auction-gone/m-p/7379264

dave@ebay

eBay Staff

Admin3 years ago

@rainbowtrax wrote:

What is going on with the Sales History page? On every multi-quantity listing with sales, the number of items sold is a clickable link to the Sales History page for that listing. Overnight on Monday, this link was removed so the number is just plain text. Now CS are apparently saying that this is part of a "desktop cleanup"! This is a fairly vital feature for many sellers, both on their own listings and when researching other sellers' sales. Once again, a change has been made suddenly, with no warning and no prior consultation with sellers. Please can this be restored asap.

See multiple posts: https://community.ebay.co.uk/t5/Business-Seller-Board/Link-to-sales-history-on-listings-removed/m-p/7379743
https://community.ebay.co.uk/t5/Seller-Central/Listing-sold-history-no-longer-viewable/m-p/7379953
https://community.ebay.co.uk/t5/Selling-Tools/Sales-history-within-an-Auction-gone/m-p/7379264

Hi @rainbowtrax

The guys in CS were correct, this is part of an update on the site.

You can still view the sales on your own listings through the Orders section in Seller Hub. You can research competitor's sold data through Terapeak, this stops support to bots crawling eBay’s website to get competitor’s sold data.

I'll pass this feedback to the Development Team to review.

Thanks,

Dave

rainbowtrax

·3 years ago

🌈🎵🎶☕🧋View listings

@dave@ebay , thankyou for the honest reply at least. Please pass on to them that this is yet another ridiculous dumbing down of the site that makes seller's lives harder and everything more time consuming. It seems that every useful feature is gradually being removed.

fatbobfan

·3 years ago

Promotion rates changed on our business account jumping by an additional 5 to 10 percent extra

Raised issue with CS 6th February SR Number 1/459804901431 Amber promotions dept

Approx 15% (hundreds) of our inventory had system increased Promotion Rates, called CS advised yes aware of the issue and its being dealt with, unsure of time period this had been around for, advised credits will be issued

Promised call back never happened so amended all rates at our end. Seems to be working fine

Our issue,

Promotion rates are applicable for 30 days I believe, so since the original call 6th February we have had further sales and on some, not all, with incorrect promotion rates charged. Twice we have called and have not been successful in getting credits raised, you've had your credit (for original) but not from post the SR call,

I was assured (Amber) this would be dealt with and will ensure all sales with incorrect promotion rates would be credited and future sales, CS/system would check and monitor.

Not happened

When will credits be received please,

kat@ebay

eBay Staff

Admin3 years ago

@fatbobfan wrote:

Promotion rates changed on our business account jumping by an additional 5 to 10 percent extra

Raised issue with CS 6th February SR Number 1/459804901431 Amber promotions dept

Approx 15% (hundreds) of our inventory had system increased Promotion Rates, called CS advised yes aware of the issue and its being dealt with, unsure of time period this had been around for, advised credits will be issued

Promised call back never happened so amended all rates at our end. Seems to be working fine

Our issue,

Promotion rates are applicable for 30 days I believe, so since the original call 6th February we have had further sales and on some, not all, with incorrect promotion rates charged. Twice we have called and have not been successful in getting credits raised, you've had your credit (for original) but not from post the SR call,

I was assured (Amber) this would be dealt with and will ensure all sales with incorrect promotion rates would be credited and future sales, CS/system would check and monitor.

Not happened

When will credits be received please,

Hi @fatbobfan ,

I'm checking the details on the SR for your account. Is this to do with charity listings? Can you provide more details on what was exactly reported on the 6th and I will look into it.

Thank you,

Kat

fatbobfan

·3 years ago

Promotion rates changed on our business account jumping by an additional 5 to 10 percent extra was the original issue. CS didnt fix, we amened back to stop the issue.

Because of this system error - we have been charged at rthe system created rate

Credits wanted for the extra charges created when these items sold,

Charity lisitings? You tell me, despite telling the CS agent many times we have no links to a Charity account or Charity listings they kept babbling on about it, dont know why

kat@ebay

eBay Staff

Admin3 years ago

@fatbobfan wrote:

Promotion rates changed on our business account jumping by an additional 5 to 10 percent extra was the original issue. CS didnt fix, we amened back to stop the issue.

Because of this system error - we have been charged at rthe system created rate

Credits wanted for the extra charges created when these items sold,

Charity lisitings? You tell me, despite telling the CS agent many times we have no links to a Charity account or Charity listings they kept babbling on about it, dont know why

Hi @fatbobfan ,

Sorry for the confusion regarding the charity listings, not sure why that detail is there. To look into it further the owner of the this linked account that has the issue will need to contact us.

Thank you,

Kat

fatbobfan

·3 years ago

I will DM

jace_mindu

·3 years ago

I just posted this and would appreciate your comments:

https://community.ebay.co.uk/t5/Business-Seller-Board/Charity-payments-have-become-a-nuisance-for-my-business/m-p/7380012#M290881

I can paste it into ehre if you want.

dave@ebay

eBay Staff

Admin3 years ago

@jace_mindu wrote:

I just posted this and would appreciate your comments:

https://community.ebay.co.uk/t5/Business-Seller-Board/Charity-payments-have-become-a-nuisance-for-my-business/m-p/7380012#M290881

I can paste it into ehre if you want.

Hi @jace_mindu

I'll have a look into it and reply to you on the above thread.

Thanks,

Dave

jace_mindu

·3 years ago

Thanks, I hope this is resolved soon so I can continue supporting charities.

ducatimondo

·3 years ago

Only a small one, but you used to be able to click on an item's sales history and see how the item was doing.

So you could plan inventory and such and could order inventory to be able to keep an item in stock and stop the hokey cokey, in stock, out of stock, in stock.

Seems some genius has got rid of it, intentionally or unintentionally during an update that probably wasn't even necessary.

This screen print shows what I mean, where is says 9 sold, you used to be able to click it and see sales history.

The is me looking at my own item, probably can't do it with looking at other seller's items either, like you could see if an item you were looking to buy might be popular, etc and use other buyer's prowess to help you determine possible value for money etc, like following the crowd so to speak
This would also allow you to look for other selling opportunties as a seller, as you could see if something you were thinking about selling was popular on the platform before you commit to stock ans sell it.

So yeah, properly handy thing to have as a buyer or seller, so why does it not work?

Cheers
Russ