Weekly Chat with the eBay Community Team- 04.09.24 @2pm | Chat with the eBay Community Team | eBay UK

Weekly Chat with the eBay Community Team- 04.09.24 @2pm | Chat with the eBay Community Team | eBay UK

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Weekly Chat with the eBay Community Team- 04.09.24 @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.

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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.

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Many thanks,

Your eBay Community Team

community-team@ebay eBay Staff

eBay Staff

eBay Staff0 View listings

Posted 1 year ago·Last reply 1 year ago

49 comments

krafty-kreations

·1 year ago

Talking of shop fees

Any chance of a shop tier in between basic and featured?

There is a big jump between the 250 listings on a basic shop and 1500 for a featured

or maybe they could give us as many shop listings as the US sellers get 🙂

dave@ebay

eBay Staff

Admin1 year ago

@krafty-kreations wrote:

Talking of shop fees

Any chance of a shop tier in between basic and featured?

There is a big jump between the 250 listings on a basic shop and 1500 for a featured

or maybe they could give us as many shop listings as the US sellers get 🙂

Hi @krafty-kreations

Thanks for the suggestion, I'll forward this on to the site team for review. It may be something they bring in as an improvement further down the road.

Thanks,

Dave

bojangled

·1 year ago

Given this private/business seller thing going on, may I suggest registered businesses get a small logo on their listings in the search, very much like the big river do.
I know I've suggested before but it feels even more appropriate at the moment.
It's certainly something that sways my purchasing habits when I know I'm supporting a small business.
Jo

marco@ebay

eBay Staff

Admin1 year ago

@bojangled wrote:

Given this private/business seller thing going on, may I suggest registered businesses get a small logo on their listings in the search, very much like the big river do.
I know I've suggested before but it feels even more appropriate at the moment.
It's certainly something that sways my purchasing habits when I know I'm supporting a small business.
Jo

Hi @bojangled, thanks for your suggestion.

Absolutely, that's no problem, we will pass on that for you now. Anything else, please feel free to let us know, as always. 👍

Thank you,

Marco

ak_craft_crazy

·1 year ago

Hi,

Please can you advise why eBay is allowing buyers to keep items and get a refund when they open a item not received case?

A buyer opened a case on the day after the last estimated delivery date (3rd working day since order was sent) they said they had not received the item. I explained they had selected standard post which usually takes 3-5 working days but can take up to 10 working days (as advised by Royal Mail).

They did not respond to my message but then 3 days later, so only 6 days since the order was sent, they escalated the case and were refunded by yourselves. The day after they received the refund they then left feedback saying "problem with delivey but all sorted now" so confirmed the item had been received.

I contacted them in order to retrieve payment or return the item and they have ignored me. An eBay asociate basically said tough send it tracked. It was a £3 item and the choice was there for the buyer to purchase tracked delivery but this is £3.70 more than the item.

I have reported them but i doubt enaything will be done, but why do you allow them to keep the item and get a refund?

Thanks

dave@ebay

eBay Staff

Admin1 year ago

@ak_craft_crazy wrote:

Hi,

Please can you advise why eBay is allowing buyers to keep items and get a refund when they open a item not received case?

A buyer opened a case on the day after the last estimated delivery date (3rd working day since order was sent) they said they had not received the item. I explained they had selected standard post which usually takes 3-5 working days but can take up to 10 working days (as advised by Royal Mail).

They did not respond to my message but then 3 days later, so only 6 days since the order was sent, they escalated the case and were refunded by yourselves. The day after they received the refund they then left feedback saying "problem with delivey but all sorted now" so confirmed the item had been received.

I contacted them in order to retrieve payment or return the item and they have ignored me. An eBay asociate basically said tough send it tracked. It was a £3 item and the choice was there for the buyer to purchase tracked delivery but this is £3.70 more than the item.

I have reported them but i doubt enaything will be done, but why do you allow them to keep the item and get a refund?

Thanks

Hi @ak_craft_crazy

I cant comment as to what happened that case as I haven't seen the details.

In some cases we will refund the buyers so you don't have to. The team may decide for example that you were not at fault and the best way to resolve the case for both parties is to issue a refund.

Thanks,

Dave

pg_kicks

·1 year ago

Hi,

Are you able to ask whichever team it refers to and get a reply why eBay think personal sellers require shops? This instantly makes the buyer think they are buying from a business with all the legal safety net of buying from a business. No person selling unwanted items really require a shop and it is basically just an option to confuse buyers.

dave@ebay

eBay Staff

Admin1 year ago

@pg_kicks wrote:

Hi,

Are you able to ask whichever team it refers to and get a reply why eBay think personal sellers require shops? This instantly makes the buyer think they are buying from a business with all the legal safety net of buying from a business. No person selling unwanted items really require a shop and it is basically just an option to confuse buyers.

Hi @pg_kicks,

I'll sent this to the relevant team to review. I cant guarantee I'll be able to come back to you with a response though.

Thanks,

Dave

bobsbrickstuff

·1 year ago

Hi, @kat@ebay, thanks for looking into it further. And apologies, but it feels like they're fobbing you off in the same way as they're fobbing off sellers here. How on Earth can they say that printing like this is the way it is designed?

Screenshot 2024-09-04 at 14.21.42.png

Clearly it’s an error or oversight in the design. There is an option for 6x4 shipping labels and international labels don’t follow this setting. I’ve been a programmer… if code doesn’t give the desired output, it’s a bug. The fact that we have to perform workarounds shows that there is a problem with the design.

Three users in the last weekly chat agreed with the issue, which feels high for the thread’s traffic and indicates it’s likely a bugbear for a notable percentage of users.

Their response raises questions about how they’re handling this:

Why did they repeatedly tell me it is being worked on?

Why did they tell me that no other users are experiencing this?

Why did they repeatedly ask me to check my printer settings if they know that this is how it’s designed?

Why did they repeatedly ask me to go to an Internet cafe instead of telling me this is how it’s designed?

They could simply have said "Yes, international labels don't print correctly on 6 x 4 labels", instead of leading me on for nearly 2 years

The threads I sent them with other users reporting the problem have been archived, but here are the links in case you can still read them, also I have found a more recent post about the problem

https://community.ebay.co.uk/t5/Postage/Royal-Mail-International-No-4x6-Format/m-p/7638123

https://community.ebay.co.uk/t5/Postage/International-postage-label-format/m-p/7332670

https://community.ebay.co.uk/t5/Seller-Central/Help-Me-With-Printing-Ebay-Shipping-Labels/m-p/7366302

https://community.ebay.co.uk/t5/Business-Seller-Board/IT-IS-POSSIBLE-TO-USE-A-THERMAL-PRINTER-TO-PRINT-EBAY-ADDRESS/m-p/7415275

https://community.ebay.co.uk/t5/Postage/problem-printing-royal-mail-international-labels-purchased-on/m-p/7248945

There’s Reddit threads… in the last one from 4 years ago, the OP was told a fix was expected before July

https://www.reddit.com/r/Ebay/comments/1b5elce/postage_label_with_customs_form_ignores_4x6/

https://www.reddit.com/r/Ebay/comments/18y1w0q/ebay_bulk_shipping_today/

https://www.reddit.com/r/Ebay/comments/ga1506/4x6_shipping_labels/

I am wondering if perhaps this should be escalated to a formal complaint? In correspondence I have received statements such as:

“Rest assured, the concerned team is already working on this on priority and I am eager to see that this issue is resolved for you.”

“We had escalated this issue to our concerned team and as per the response from the team, I would like to share that we have a default format and you need to adjust your printer setting for any changes. Hence, I recommend you to check your printer's setting and try to purchase the labels.”

“Hence, I have re-escalated this matter on priority. I have forwarded the details and screenshots which you have provided on this email and our team is working on this.”

This message is even telling me that it should print on 6 x 4, and the problem is my printer settings, not the design.

“I would like to inform that there is no any issue on our end and we would request you to please check your printer setting and set it correctly. Alternatively, you can visit any cyber cafe and then print the format in correct format (6 x 4 shipping labels) and if it is printed correctly then there must be issue in your printer's setting.”

“However, Bob, as per the escalation made by the previous team mate, I would like to inform that we have received an updated by escalation team and as per revert they are verifying the issue as its appears to be an emerging technical issue as we received few similar reports and we're in process of compiling the data and escalate it to our technical team so that they can review and resolve it as soon as possible.”

“These labels have been used for the last few months now and there hasn't been issues for members, I wonder is there a barcode on the label for it to be scanned in? This is the main thing that needs to be visible the rest of the information will then show up for whoever scans it.”

“I would like to inform that we have received an updated by escalation team and as per revert they are verifying the issue as its appears to be an emerging technical issue as we received few similar reports and we're in process of compiling the data and escalate it to our technical team so that they can review and resolve it as soon as possible.”

marco@ebay

eBay Staff

Admin1 year ago

Hi @bobsbrickstuff, thanks for your post.

@kat@ebay Is not in at the moment, but she will be back shortly. So, I will let her know about this. However, she did tell us before the chat, that she's been chasing this with the tech team and different other teams, and it seems to be working as designed.

I am not quite sure if you have, but in case you haven't, you can open a new thread on this in one of our boards, and we will be happy to assist you from there, so you can continue to talk to us about this after we close the chat.

Thank you,

Marco

technthread

·1 year ago

I got a policy violation yesterday for listing a Syrian coin. My mistake for overlooking the Embargoed goods policy.

Can I ask so that I don't fall foul of this again, can Russian coins be listed on eBay or not? The policy says we can't list items from there that are subject to international sanctions. From what I can see, currency isn't included in that list but I would be grateful if you could confirm coins are ok.

Thanks

marco@ebay

eBay Staff

Admin1 year ago

@technthread wrote:

I got a policy violation yesterday for listing a Syrian coin. My mistake for overlooking the Embargoed goods policy.

Can I ask so that I don't fall foul of this again, can Russian coins be listed on eBay or not? The policy says we can't list items from there that are subject to international sanctions. From what I can see, currency isn't included in that list but I would be grateful if you could confirm coins are ok.

Thanks

Hi @technthread, thanks for your question.

Your question is actually really good, and to be completely honest, I am not entirely sure and I don't want to provide you with the wrong information. However, I can check this for you no problem. If you leave this one with me, I'll double check for you and let you know by the end of the day.

Thank you,

Marco

technthread

·1 year ago

Thanks. I've got very few and they may not be listed anyway but as most collectors find, when you buy collections you can end up with all sorts of coins that aren't wanted.

There seems to be a difference depending on era, eg with the Syrian coins a Roman era one looks to be fine to list on eBay.

marco@ebay

eBay Staff

Admin1 year ago

@technthread wrote:

Thanks. I've got very few and they may not be listed anyway but as most collectors find, when you buy collections you can end up with all sorts of coins that aren't wanted.

There seems to be a difference depending on era, eg with the Syrian coins a Roman era one looks to be fine to list on eBay.

Absolutely understandable, @technthread.

If you want, you can private message me a couple of pictures of the item in question, just to be safe, and I will check that for you.

Thank you,

Marco

lord_and_lady_m

·1 year ago

I opted in to an advertising promotion. i've paused it as I cannot finnd any information on how and when the amount will be credited. I've just had the august invoice through and there are no credits there. Is this based on that date below, implying credits will be in October and therefore maybe Novembers invoice? There is nothing in the T&C's to tell anyone how and when and I don't wish to be misled into having to wait a lengthy amount of time for credits when it may produce zero ROI.

dave@ebay

eBay Staff

Admin1 year ago

@lord_and_lady_m wrote:

I opted in to an advertising promotion. i've paused it as I cannot finnd any information on how and when the amount will be credited. I've just had the august invoice through and there are no credits there. Is this based on that date below, implying credits will be in October and therefore maybe Novembers invoice? There is nothing in the T&C's to tell anyone how and when and I don't wish to be misled into having to wait a lengthy amount of time for credits when it may produce zero ROI.

Hi @lord_and_lady_m

Ive sent this over to the Ads team to get clarification. I'll let you know as soon as they come back to me.

Thanks,

Dave

dave@ebay

eBay Staff

Admin1 year ago

@lord_and_lady_m wrote:

I opted in to an advertising promotion. i've paused it as I cannot finnd any information on how and when the amount will be credited. I've just had the august invoice through and there are no credits there. Is this based on that date below, implying credits will be in October and therefore maybe Novembers invoice? There is nothing in the T&C's to tell anyone how and when and I don't wish to be misled into having to wait a lengthy amount of time for credits when it may produce zero ROI.

Hi @lord_and_lady_m

The credits for this have already been processed, they actually credit on an item level rather than a bulk total.

Ive sent you a PM with an example.

Thanks,

Dave

pg_kicks

·1 year ago

I know Kat mentioned we didnt need to book anything for the Open show for seminars but as its happening in just over a week many of us still have not had any confirmation we are on the list to attend or how to book a 1 to 1, surely these arent just first come first served as that would be a nightmare? Also with regards to parking for it to be free we need to show confirmation we are at the eBay event, an email would do according to the NEC staff, but we dont have anything, can you possibly ask the team why they have been so silent and how we can book a 1 to 1 and get parking sorted.

Thanks

dave@ebay

eBay Staff

Admin1 year ago

@pg_kicks wrote:

I know Kat mentioned we didnt need to book anything for the Open show for seminars but as its happening in just over a week many of us still have not had any confirmation we are on the list to attend or how to book a 1 to 1, surely these arent just first come first served as that would be a nightmare? Also with regards to parking for it to be free we need to show confirmation we are at the eBay event, an email would do according to the NEC staff, but we dont have anything, can you possibly ask the team why they have been so silent and how we can book a 1 to 1 and get parking sorted.

Thanks

Hi @pg_kicks

Ive sent your questions on to the team running the event, Ill let you know what they come back with.

Thanks,

Dave

dave@ebay

eBay Staff

Admin1 year ago

@pg_kicks wrote:

I know Kat mentioned we didnt need to book anything for the Open show for seminars but as its happening in just over a week many of us still have not had any confirmation we are on the list to attend or how to book a 1 to 1, surely these arent just first come first served as that would be a nightmare? Also with regards to parking for it to be free we need to show confirmation we are at the eBay event, an email would do according to the NEC staff, but we dont have anything, can you possibly ask the team why they have been so silent and how we can book a 1 to 1 and get parking sorted.

Thanks

@pg_kicks

The confirmation emails will arrive shortly for invited sellers. Keep an eye on your inbox over the next couple of days.

The carpark at the open will N2-N5 and open 8am to 8pm. You will just need to show the email once you receive it.

Thanks,

Dave

Anonymous User

·1 year ago

Thirdly, why is it only private sellers who get the International fee increased to 3%? Surely the exchange rate/any extra charges apply equally to private and business sellrs?
I am just getting rid of stuff, and some of it leaves me with very little after fees and postage, but it's a few coppers more to help toward bills etc. This rise will make it less worth selling low cost items, as, although I have all blocked international sales, I do still get some where the seller is abroad, but using a UK address - is there any way I can block these?

Thanks!

marco@ebay

eBay Staff

Admin1 year ago

@Anonymous wrote:

Thirdly, why is it only private sellers who get the International fee increased to 3%? Surely the exchange rate/any extra charges apply equally to private and business sellrs?
I am just getting rid of stuff, and some of it leaves me with very little after fees and postage, but it's a few coppers more to help toward bills etc. This rise will make it less worth selling low cost items, as, although I have all blocked international sales, I do still get some where the seller is abroad, but using a UK address - is there any way I can block these?

Thanks!

Thanks for your question, @kempseykate.

This would be a business decision, I am sure they review many different aspects before taking any major decision like this one. However, I wouldn't be able to confirm what exactly these reasons are. I understand that this is not a change that you or some other private sellers are happy about, but we are constantly passing on feedback on these changes.

Thank you,

Marco

Anonymous User

·1 year ago

@marco@ebay wrote:
@Anonymous wrote:
Thirdly, why is it only private sellers who get the International fee increased to 3%? Surely the exchange rate/any extra charges apply equally to private and business sellrs?
I am just getting rid of stuff, and some of it leaves me with very little after fees and postage, but it's a few coppers more to help toward bills etc. This rise will make it less worth selling low cost items, as, although I have all blocked international sales, I do still get some where the seller is abroad, but using a UK address - is there any way I can block these?

Thanks!
Thanks for your question, @kempseykate.

This would be a business decision, I am sure they review many different aspects before taking any major decision like this one. However, I wouldn't be able to confirm what exactly these reasons are. I understand that this is not a change that you or some other private sellers are happy about, but we are constantly passing on feedback on these changes.

Thank you,
Marco

It's my choice not to have international as I don't want the extra %age fee these listings attract. If there is no way for me to block overseas buyers using UK addresses, I will just cancel as 'problem with buyer's address'.

Anonymous User

·1 year ago

Secondly, re the reduced amount of listings. This is for clarity when I am replying to posts, as I don't think it will affect me.
If a private seller opens a shop for £19.99 a month, will they still get 1,000 listings that come with the shop, PLUS their 300 monthly allowance? How will this work if the items are left GTC? If there are 1000 listings in the shop, when they roll over at the end of the first period, will they come out of the next month 1,000 limit - or will they just roll over at no cost and leave the seller free to list another 1000 listings?

marco@ebay

eBay Staff

Admin1 year ago

@Anonymous wrote:

Secondly, re the reduced amount of listings. This is for clarity when I am replying to posts, as I don't think it will affect me.
If a private seller opens a shop for £19.99 a month, will they still get 1,000 listings that come with the shop, PLUS their 300 monthly allowance? How will this work if the items are left GTC? If there are 1000 listings in the shop, when they roll over at the end of the first period, will they come out of the next month 1,000 limit - or will they just roll over at no cost and leave the seller free to list another 1000 listings?

Hi @kempseykate, thanks for your question.

So, everything will remain working in the exact same way, the difference is that you will have 300 items instead of 1000. If you decide to go for a shop, the limit will be what comes with the shop, which is 1000 with a basic shop. Then they will roll over to the following month. So, if for example you have 700 listings, the following month you will still have 300 to go, not the full 1000, as you already had 700.

Thank you,

Marco

Anonymous User

·1 year ago

Good afternoon!

I have some questions about the reduction in listings for private sellers and the rise in the International fee, also for private sellers.

Firstly, I have had no message, no email and there has been no announcement about this. It is only from reading the boards, and apparently it is referred to (with no clarification of anything) on the private sellers fees page, but I never look at that. I know what the fees are, and I read the announcements, so find out about changes there.

Why wasn't every private seller messaged?

marco@ebay

eBay Staff

Admin1 year ago

@Anonymous wrote:

Good afternoon!

I have some questions about the reduction in listings for private sellers and the rise in the International fee, also for private sellers.

Firstly, I have had no message, no email and there has been no announcement about this. It is only from reading the boards, and apparently it is referred to (with no clarification of anything) on the private sellers fees page, but I never look at that. I know what the fees are, and I read the announcements, so find out about changes there.

Why wasn't every private seller messaged?

Hi @kempseykate, thanks for your question.

It is of my understanding that this was sent out to all private sellers, it should be there for you. If it isn't feel free to let me know, and I'd be happy to flag that for you to make sure you get future communication. Also, I will if I can get that forwarded to you one more time, but I am not sure if that will be possible.

Thank you,

Marco

Anonymous User

·1 year ago

@marco@ebay

Thank you - definitely not there. I have 2 accounts and it didn't arrive on either.

marco@ebay

eBay Staff

Admin1 year ago

@Anonymous wrote:

@marco@ebay

Thank you - definitely not there. I have 2 accounts and it didn't arrive on either.

Thanks for confirming, @kempseykate.

I will report that for you now, and let's see if I can get that sent out to you only, I cannot guarantee you that we will be able to do this, but I will definitely give it a go.

Thank you,

Marco

pg_kicks

·1 year ago

Hi,

Thanks for sending the complaints/issues back to the relevant teams, as a member for over 14 years who is thanked for this loyalty every time I contact customer services, do those teams have any reply to the feedback with regards to the rewards for accounts that are breaking policies and trading illegally and the option for backend team managers (who we can never contact) to come into these weekly chats? I'm sure eBay management won't have just taken this feedback/complaints and ignored them surely they have responded with a reply that we could see?

dave@ebay

eBay Staff

Admin1 year ago

@pg_kicks wrote:

Hi,

Thanks for sending the complaints/issues back to the relevant teams, as a member for over 14 years who is thanked for this loyalty every time I contact customer services, do those teams have any reply to the feedback with regards to the rewards for accounts that are breaking policies and trading illegally and the option for backend team managers (who we can never contact) to come into these weekly chats? I'm sure eBay management won't have just taken this feedback/complaints and ignored them surely they have responded with a reply that we could see?

Hi @pg_kicks

As you know, we send this feedback on to the different teams or managers they review them and take action accordingly. Many of these are not customer facing so their replies may for example contain internal information.

Unfortunately its not possible to have a public announcement for all these replies and as you know there are currently no plans to bring managers or similar into this chat for example. We do have other ways to contact different teams and departments for example, the seller councils and the roadshows.

We will as always pass your feedback on to be reviewed.

Thanks,

Dave

pg_kicks

·1 year ago

Thanks Dave, I obviously didnt know there was no plans to get different managers onto the weekly chat as like you have just said they dont tell us loyal customers anything, I spoke to James who said it sounded like a good idea but then radio silence. Not being customer facing is why the feedback should be passed to us other ways, it doesnt mean they cant just seem to be ignoring feedback surely? Theres a huge difference between not being customer facing and seemingly ignoring any communication.

I will again obviously bring this up at the roadshow and open events but to my shock they (each any every manager) comments this is a great idea and its the first time they have heard about it then as they are not customer facing we cant do much after. If I gave the level of customer service I'd not last long, we are basically ignored once the feedback has been passed over, general politeness would mean a reponse.

dave@ebay

eBay Staff

Admin1 year ago

@pg_kicks wrote:

Thanks Dave, I obviously didnt know there was no plans to get different managers onto the weekly chat as like you have just said they dont tell us loyal customers anything, I spoke to James who said it sounded like a good idea but then radio silence. Not being customer facing is why the feedback should be passed to us other ways, it doesnt mean they cant just seem to be ignoring feedback surely? Theres a huge difference between not being customer facing and seemingly ignoring any communication.

I will again obviously bring this up at the roadshow and open events but to my shock they (each any every manager) comments this is a great idea and its the first time they have heard about it then as they are not customer facing we cant do much after. If I gave the level of customer service I'd not last long, we are basically ignored once the feedback has been passed over, general politeness would mean a reponse.

@pg_kicks

We update customers through different channels. For example the Announcements board here, the emails to both the eBay messages and the through email. We also post announcements banners across different places on the main site. Many of these changes and improvements come from the feedback we receive from all the different channels.

Its not possible to reply to all the individual suggestions as the same suggestion may have come from a number of different people. This is not in any way the suggestions being ignored but there are many different ways these suggestions are processed and it could be some time till an actioned response is available.

Ive also passed the above on to one of the team running the open.

Thanks,

Dave

bojangled

·1 year ago

Good Afternoon team

I have asked before, trying again.

Could we please have a wider range of eBay packaging to spend our voucher on, and an increase in the value of the voucher?
I use it maybe 2-3 times a year, because the products available are extremely limited, and have increased in price with everything else, except the voucher.....

Regards

Jo

marco@ebay

eBay Staff

Admin1 year ago

@bojangled wrote:

Good Afternoon team

I have asked before, trying again.

Could we please have a wider range of eBay packaging to spend our voucher on, and an increase in the value of the voucher?
I use it maybe 2-3 times a year, because the products available are extremely limited, and have increased in price with everything else, except the voucher.....

Regards

Jo

Hi @bojangled, thanks for your question.

We will forward your suggestion again, so this can be taken into consideration. Please note that when we pass on your feedback, it doesn't necessarily mean that it will be onboarded, but we will definitely flag that for you.

Thank you,

Marco

cobwebcottage

·1 year ago

Hi All,

The weekend was so frustrating with VAT being added incorrectly to selling prices and postage for a lot of non VAT sellers.

I called CS Saturday morning and they were aware of the issue and said it would be fixed within 24 hours. It wasn't.

It was payday weekend and sales were unusually slow due to the inflated prices. It was only corrected on Monday morning when a member on the boards posted to edit all listings and save. This worked and prices went back to normal ( why didn't CS know this?) Surely due to the severity of this glitch, it should have been a priority for Tech support to fix.

So, my question is, will we be credited for 2 days shop fees due to this glitch?

marco@ebay

eBay Staff

Admin1 year ago

@cobwebcottage wrote:

Hi All,

The weekend was so frustrating with VAT being added incorrectly to selling prices and postage for a lot of non VAT sellers.

I called CS Saturday morning and they were aware of the issue and said it would be fixed within 24 hours. It wasn't.

It was payday weekend and sales were unusually slow due to the inflated prices. It was only corrected on Monday morning when a member on the boards posted to edit all listings and save. This worked and prices went back to normal ( why didn't CS know this?) Surely due to the severity of this glitch, it should have been a priority for Tech support to fix.

So, my question is, will we be credited for 2 days shop fees due to this glitch?

Hi @cobwebcottage, thanks for your question.

We understand this is not ideal for sellers, and we appreciate your patience on this issue. However, as far as we are concerned, there is nothing in place at the moment in terms of credits. If this changes, we will let you know in the usual way, so affected/impacted sellers can be aware of it.

Thank you,

Marco

tressygirl

·1 year ago

Good Afternoon Team,

We all have read the many posts on here from, may I add, all very disgruntled unhappy members re the changes to Collection items, divorcing the method of cash on collection.

May I ask, unless it's something eBay do not wish to divulge, why this has been introduced ?

It's a benefit yes to the buyer, as they are fully now covered by eBay's 30 day MBG, is this the sole reason?

Sellers are not happy bunnies.

The payment made, I understand is on hold until collection is Proved by a code, what if the seller does not own the app ? Can this code be manually entered without the app ?

Thanks 😊

dave@ebay

eBay Staff

Admin1 year ago

Hi @tressygirl

The decision was made for a number of reason amongst others to make paying for purchases safer and better experience.

I'm not 100% on the pin so I'll follow up with you after this chat.

Thanks,

Dave

williabaxte7

·1 year ago

Good afternoon. Is there problem with notifications and measges . As both don’t appear to be working on app or laptop. . Not received either for about a week now .

dave@ebay

eBay Staff

Admin1 year ago

@williabaxte7 wrote:

Good afternoon. Is there problem with notifications and measges . As both don’t appear to be working on app or laptop. . Not received either for about a week now .

Hi @williabaxte7

There was an issue with messaging where it gave an error when sending a message. That was resolved last week is it still happening for you?

Im not aware of any issues with notifications though, Ill check with tech and come back to you on that.

Thanks,

Dave

williabaxte7

·1 year ago

Hi Dave . No I am not getting any error messages . Just don’t seem to getting any notifications regarding items sold or messages from sellers !

dave@ebay

eBay Staff

Admin1 year ago

@williabaxte7 wrote:

Hi Dave . No I am not getting any error messages . Just don’t seem to getting any notifications regarding items sold or messages from sellers !

@williabaxte7

Leave this with me I'll reach out tech to see if its a known issue.

Thanks,

Dave

dave@ebay

eBay Staff

Admin1 year ago

@williabaxte7 wrote:

Good afternoon. Is there problem with notifications and measges . As both don’t appear to be working on app or laptop. . Not received either for about a week now .

Hi @williabaxte7

It looks like there is an issue with notifications on the app but I'm not sure if its the same as you're getting.

There are some reports of the notification bell showing there are some notifications but nothing on the page when you click to view them. It may be connected so Ive added your account to the tech ticket to be reviewed.

Thanks,

Dave

plumtreecottagecrafts

·1 year ago

Hi, I was wondering if you could help me please.....

In messages prior to the sale, the seller and i agreed that if i bought two of his t-shirts, that he would only charge one postage. I bought the two items and asked him to refund the second postage as we discussed and he said 'U have just paid now for p and p I needed to change on the listing before you bought them. I thought u would text back so I could change it'.

I asked him to refund me the second postage amount and he said he didn't have the time and didnt know how to do it. So I sent him the link to the ebay page telling him how to do it. No response. I asked again for the postage cost. He said i had to request a return. I tried, but the item said 'the seller does not accept returns' and that i should contact the seller.

So i messaged him again. His response 'If still nit happy please resolve this yourself and I’m happy to refund but I have done it before and au get a request for a refund and I accept'. I'm not sure what this means?

I bought the item on 16th August and have requested the postage cost of £2.94 five times and sent him (cut and pasted the info so he didnt even have to click a link) the process to issue a refund (as written on an ebay help page for sellers) four times. His last message was 'Hi it’s best to go through eBay, as is was an error on your side, we don’t know how to do it ourselves, so please contact eBay thanks'.

Why was it an error on my side?!! We do know how to rectify the situation, he can issue a refund. I know it is a small amount of money in the grand scheme of things, but its the principle. He agreed i would pay one postage cost and he is refusing to action that.

Please help?
Best Wishes

plumtreecottagecrafts

·1 year ago

Is the message i just sent you, visible to the public?

If yes, please, please can you remove my name at the bottom?

marco@ebay

eBay Staff

Admin1 year ago

@plumtreecottagecrafts wrote:

Hi, I was wondering if you could help me please.....

In messages prior to the sale, the seller and i agreed that if i bought two of his t-shirts, that he would only charge one postage. I bought the two items and asked him to refund the second postage as we discussed and he said 'U have just paid now for p and p I needed to change on the listing before you bought them. I thought u would text back so I could change it'.

I asked him to refund me the second postage amount and he said he didn't have the time and didnt know how to do it. So I sent him the link to the ebay page telling him how to do it. No response. I asked again for the postage cost. He said i had to request a return. I tried, but the item said 'the seller does not accept returns' and that i should contact the seller.

So i messaged him again. His response 'If still nit happy please resolve this yourself and I’m happy to refund but I have done it before and au get a request for a refund and I accept'. I'm not sure what this means?

I bought the item on 16th August and have requested the postage cost of £2.94 five times and sent him (cut and pasted the info so he didnt even have to click a link) the process to issue a refund (as written on an ebay help page for sellers) four times. His last message was 'Hi it’s best to go through eBay, as is was an error on your side, we don’t know how to do it ourselves, so please contact eBay thanks'.

Why was it an error on my side?!! We do know how to rectify the situation, he can issue a refund. I know it is a small amount of money in the grand scheme of things, but its the principle. He agreed i would pay one postage cost and he is refusing to action that.

Please help?
Best Wishes

Heidi

Hi @plumtreecottagecrafts, thanks for your question.

Yes, this weekly chat is open to everyone, so other will be able to see anything you post in here. Regarding your query, did you open a return request? If you haven't I would suggest doing so, and then after 3 business days of opening the return request under the reason not as described, you can ask us to step in, and our team will review your case. Please note that if there is no evidence of the seller offering a refund, we might not be able to take further actions.

Thank you,

Marco

plumtreecottagecrafts

·1 year ago

Hi Marco,

I wasn't able to open a return request as the item said the seller did not accept returns.

I have written evidence from the seller about the refund as he wrote it in ebay messages. Does that count?

Thanks

marco@ebay

eBay Staff

Admin1 year ago

@plumtreecottagecrafts wrote:

Hi Marco,

I wasn't able to open a return request as the item said the seller did not accept returns.

I have written evidence from the seller about the refund as he wrote it in ebay messages. Does that count?

Thanks

Hi @plumtreecottagecrafts, thanks for your reply.

If that happened when you tried to open the return, it probably is because you didn't select "not as described" as the reason of the return. Please try again with that and only that reason, and it should let you open the return no problem.

Please note that this chat is now closed, so won't be able to reply here again. However, if you need further assistance on this, please feel free to create a new thread in one of our boards, and tag us there, and we will be happy to help from there. 👍

Thank you,

Marco