Weekly Chat with the eBay Community Team- 04.12.24 @2pm | Chat with the eBay Community Team | eBay UK

Weekly Chat with the eBay Community Team- 04.12.24 @2pm | Chat with the eBay Community Team | eBay UK

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Chat with the eBay Community Team

Weekly Chat with the eBay Community Team- 04.12.24 @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.

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, @marco@ebay and @anita@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

community-team@ebay eBay Staff

eBay Staff

eBay Staff0 View listings

Posted 1 year ago·Last reply 1 year ago

44 comments

krafty-kreations

·1 year ago

Can you also pass on my feedback re personalised products, I had 5 orders in one day where no personalisation details were added or someone sent way too much text when it was supposed to be a name,

I have had to cancel one order already due to no response.

Yes, cancelling them would be a work around but does create more work on the buyers side to order again

Not to mention more work for the seller having to keep chasing this up.

marco@ebay

eBay Staff

Admin1 year ago

@krafty-kreations wrote:

Can you also pass on my feedback re personalised products, I had 5 orders in one day where no personalisation details were added or someone sent way too much text when it was supposed to be a name,

I have had to cancel one order already due to no response.

Yes, cancelling them would be a work around but does create more work on the buyers side to order again

Not to mention more work for the seller having to keep chasing this up.

Hi @krafty-kreations, thanks for your input.

Yes, that's no problem, we will pass that on for you, so it can be taken into consideration.

Thank you,

Marco

custom-giftsuk

·1 year ago

Sorry managed to get a PM to Kat@ebay

kat@ebay

eBay Staff

Admin1 year ago

@custom-giftsuk wrote:

Sorry managed to get a PM to Kat@ebay

Thanks @custom-giftsuk

I'll have a look into it.

Thank you,

Kat

custom-giftsuk

·1 year ago

Thank you. I think it warrants some actioning.

custom-giftsuk

·1 year ago

I've tried to send a private message but all I get is a "you have reached your limit on private messages"

cobwebcottage

·1 year ago

Hi Dave,

You asked me to send you a private message last week. Just checking, did you receive it?

dave@ebay

eBay Staff

Admin1 year ago

@cobwebcottage wrote:

Hi Dave,

You asked me to send you a private message last week. Just checking, did you receive it?

Hi @cobwebcottage

Apologies, I did get the message. I sent off the report and I didn't hear back. Ill chase it down after the chat and I'll come back to you ASAP.

Thanks,

Dave

555njp

·1 year ago

Just one more question as it’s relatively quiet this week.
Why have the ‘have us call you’ and ‘live chat (talk to an agent)’ options been removed from help?
Are they coming back?

Thanks,

Neil.

kat@ebay

eBay Staff

Admin1 year ago

@555njp wrote:

Just one more question as it’s relatively quiet this week.
Why have the ‘have us call you’ and ‘live chat (talk to an agent)’ options been removed from help?
Are they coming back?

Thanks,

Neil.

Hi @555njp,

Its not that they have been removed, depending on the volume that is being handled at the time some options might not be available. Right now as it is peak season eBay would be handling very high volumes so those options may not show as available during very busy times.

Thank you,

Kat

555njp

·1 year ago

Ok Kat, thank you for answering, that makes sense.

guymafo

·1 year ago

Hello Community Team

Glad the issue with .com site opening from the community boards has been sorted.

When searching from .co.uk please can we have a default location setting for UK, I don’t want to see China or USA unless I filter for them.

Given the UK site is making changes in the coming months I’m sure UK businesses would appreciate the bump.

GM

marco@ebay

eBay Staff

Admin1 year ago

@guymafo wrote:

Hello Community Team

Glad the issue with .com site opening from the community boards has been sorted.

When searching from .co.uk please can we have a default location setting for UK, I don’t want to see China or USA unless I filter for them.

Given the UK site is making changes in the coming months I’m sure UK businesses would appreciate the bump.

GM

Hi @guymafo, thanks for your post.

That's no problem, we can definitely pass that on as a suggestion. Anything else, please feel free to let us know and we will be happy to pass on your feedback.

Thank you,

Marco

Anonymous User

·1 year ago

Re. the recent email about updates to Payments Terms and usage, and holding of funds for private sellers. The info here Changes to funds availability | eBay.co.uk states:

To get your funds faster, we recommend using Simple Delivery or other eBay postage labels, which include tracking, and sending your order as soon as possible after the buyer pays.

However in a quote from a transcript between various ebay bigwigs, it seems to suggest that it will be compulsory for UK private sellers to use Simple Delivery.

I appreciate that you may not have an instant answer to this, but I would be obliged if you could find out ASAP and add the info to this thread, please.

This is something that needs to be addressed with a clear announcement - not just the waffly legalese document that the link in the email linked to. I think many private sellers will find being forced into Simple Delivery a step to far, not to mention a wait of up to 2 weeks for their money.

dave@ebay

eBay Staff

Admin1 year ago

@Anonymous wrote:

Re. the recent email about updates to Payments Terms and usage, and holding of funds for private sellers. The info here Changes to funds availability | eBay.co.uk states:

To get your funds faster, we recommend using Simple Delivery or other eBay postage labels, which include tracking, and sending your order as soon as possible after the buyer pays.

However in a quote from a transcript between various ebay bigwigs, it seems to suggest that it will be compulsory for UK private sellers to use Simple Delivery.

I appreciate that you may not have an instant answer to this, but I would be obliged if you could find out ASAP and add the info to this thread, please.

This is something that needs to be addressed with a clear announcement - not just the waffly legalese document that the link in the email linked to. I think many private sellers will find being forced into Simple Delivery a step to far, not to mention a wait of up to 2 weeks for their money.

Hi @Anonymous

I haven't seen any official comms to say Simple Delivery will become mandatory, but I will raise the question with the policy team. Once I have more on it, I'll post an update.

Thanks,

Dave

valueaddedresource

·1 year ago

@dave@ebay wrote:
@Anonymous wrote:
Re. the recent email about updates to Payments Terms and usage, and holding of funds for private sellers. The info here Changes to funds availability | eBay.co.uk states:

To get your funds faster, we recommend using Simple Delivery or other eBay postage labels, which include tracking, and sending your order as soon as possible after the buyer pays.

However in a quote from a transcript between various ebay bigwigs, it seems to suggest that it will be compulsory for UK private sellers to use Simple Delivery.

I appreciate that you may not have an instant answer to this, but I would be obliged if you could find out ASAP and add the info to this thread, please.

This is something that needs to be addressed with a clear announcement - not just the waffly legalese document that the link in the email linked to. I think many private sellers will find being forced into Simple Delivery a step to far, not to mention a wait of up to 2 weeks for their money.
Hi @Anonymous

I haven't seen any official comms to say Simple Delivery will become mandatory, but I will raise the question with the policy team. Once I have more on it, I'll post an update.

Thanks,
Dave

@dave@ebay I'm relatively sure that both investors and the US Securities and Exchange commission would consider statements made by the CEO of a publicly traded company during a quarterly earnings presentation as "official comms." 😉

And to be clear, there was no question at all about the fact that Simple Delivery (AKA Managed Shipping) will be mandatory for eligible items sold by private sellers in Q1 2025 - it was stated very clearly and directly.

Here's what was said by CEO Jamie Iannone on the Q3 2024 earnings call:

https://seekingalpha.com/article/4731184-ebay-inc-ebay-q3-2024-earnings-call-transcript

With managed shipping, we are completely overhauling our shipping experience for C2C sellers in the UK in two phases. The first phase completed in early October, extended the simplified shipping experience we first rolled out in pre-owned apparel to all categories. Within the new native listing flow, UK C2C sellers now see a consolidated list of shipping options based on the estimated package size and weight. And since implementing this change, we have observed a significant reduction in time spent on shipping in a listing flow.

The second phase of managed shipping; radically simplifies the experience and creates a new revenue stream for eBay. Similar to managed payments and eBay international shipping, Managed shipping leverages our scale and expertise to create a better experience for customers while generating incremental revenue and operating income dollars. When listing eligible products sellers simply confirm the pre-selected package size and eBay handles the rest.

Buyers received competitive shipping rates and sellers are fully protected against loss or damage. Managed shipping is currently live for C2C pre-owned apparel listing in the UK. In Q4, we plan to expand managed shipping horizontally on an opt-out basis, before mandating the program for eligible items listed by C2C sellers during Q1 of 2025.

The only question seems to be what are eligible items (I would assume at least to start it would go by the current eligibility criteria listed here) and an exact date in Q1 that the mandate will go into effect - if you could find that out, I'm sure sellers here would be very appreciative. 🙂

dave@ebay

eBay Staff

Admin1 year ago

@valueaddedresource wrote:

@dave@ebay wrote:

@Anonymous wrote:

Re. the recent email about updates to Payments Terms and usage, and holding of funds for private sellers. The info here Changes to funds availability | eBay.co.uk states:

To get your funds faster, we recommend using Simple Delivery or other eBay postage labels, which include tracking, and sending your order as soon as possible after the buyer pays.

However in a quote from a transcript between various ebay bigwigs, it seems to suggest that it will be compulsory for UK private sellers to use Simple Delivery.

I appreciate that you may not have an instant answer to this, but I would be obliged if you could find out ASAP and add the info to this thread, please.

This is something that needs to be addressed with a clear announcement - not just the waffly legalese document that the link in the email linked to. I think many private sellers will find being forced into Simple Delivery a step to far, not to mention a wait of up to 2 weeks for their money.

Hi @Anonymous

I haven't seen any official comms to say Simple Delivery will become mandatory, but I will raise the question with the policy team. Once I have more on it, I'll post an update.

Thanks,

Dave

@dave@ebay I'm relatively sure that both investors and the US Securities and Exchange commission would consider statements made by the CEO of a publicly traded company during a quarterly earnings presentation as "official comms." 😉

And to be clear, there was no question at all about the fact that Simple Delivery (AKA Managed Shipping) will be mandatory for eligible items sold by private sellers in Q1 2025 - it was stated very clearly and directly.

Here's what was said by CEO Jamie Iannone on the Q3 2024 earnings call:

https://seekingalpha.com/article/4731184-ebay-inc-ebay-q3-2024-earnings-call-transcript

With managed shipping, we are completely overhauling our shipping experience for C2C sellers in the UK in two phases. The first phase completed in early October, extended the simplified shipping experience we first rolled out in pre-owned apparel to all categories. Within the new native listing flow, UK C2C sellers now see a consolidated list of shipping options based on the estimated package size and weight. And since implementing this change, we have observed a significant reduction in time spent on shipping in a listing flow.

The second phase of managed shipping; radically simplifies the experience and creates a new revenue stream for eBay. Similar to managed payments and eBay international shipping, Managed shipping leverages our scale and expertise to create a better experience for customers while generating incremental revenue and operating income dollars. When listing eligible products sellers simply confirm the pre-selected package size and eBay handles the rest.

Buyers received competitive shipping rates and sellers are fully protected against loss or damage. Managed shipping is currently live for C2C pre-owned apparel listing in the UK. In Q4, we plan to expand managed shipping horizontally on an opt-out basis, before mandating the program for eligible items listed by C2C sellers during Q1 of 2025.

The only question seems to be what are eligible items (I would assume at least to start it would go by the current eligibility criteria listed here) and an exact date in Q1 that the mandate will go into effect - if you could find that out, I'm sure sellers here would be very appreciative. 🙂

Hi @valueaddedresource

I've raised this with the relevant team. I'll come back with more information as soon as I have something.

Thanks,

Dave

ak_craft_crazy

·1 year ago

Also whilst im hear, I have raised this on a couple of occasions over the last 6 months or so. When a buyer purchases a personalised item and does not leave the full details for that item please can you allow sellers to change the dispatch time and inform the buyer of this?

We always have a number of buyers who do not leave sufficient details for the personalised item, so we message them asking to confirm. Most reply a day or so later which means we have missed the dispatch timeframe. We then dispatch the item as soon as possible once we have the full details but as it is passed the dispatch timeframe it goes against us as a seller which affects our seller rating. This is something that is not our fault and should not be counted against us.

kat@ebay

eBay Staff

Admin1 year ago

@ak_craft_crazy wrote:

Also whilst im hear, I have raised this on a couple of occasions over the last 6 months or so. When a buyer purchases a personalised item and does not leave the full details for that item please can you allow sellers to change the dispatch time and inform the buyer of this?

We always have a number of buyers who do not leave sufficient details for the personalised item, so we message them asking to confirm. Most reply a day or so later which means we have missed the dispatch timeframe. We then dispatch the item as soon as possible once we have the full details but as it is passed the dispatch timeframe it goes against us as a seller which affects our seller rating. This is something that is not our fault and should not be counted against us.

Hi @ak_craft_crazy ,

That is a fair point to raise and I will share it as feedback with our shipping team.

Thank you,

Kat

ak_craft_crazy

·1 year ago

@kat@ebay

Thank you, please can you suggest they allow personalised items dispatch by dates to be changed. The buyer can be made aware if it is changed of course. A number of other selling sites do this and it works perfectly.

As of now we have 9 orders waiting for confirmation from the buyer some of which have been waiting 3 or 4 days for them to come back to us. All of these once dispatched will then go against us.

Yes we could cancel the order and tell them to re order with the full details but in past experience they do not re order which leads to a loss of income for not just us but yourselves aswell.

kat@ebay

eBay Staff

Admin1 year ago

@ak_craft_crazy wrote:

@kat@ebay

Thank you, please can you suggest they allow personalised items dispatch by dates to be changed. The buyer can be made aware if it is changed of course. A number of other selling sites do this and it works perfectly.

As of now we have 9 orders waiting for confirmation from the buyer some of which have been waiting 3 or 4 days for them to come back to us. All of these once dispatched will then go against us.

Yes we could cancel the order and tell them to re order with the full details but in past experience they do not re order which leads to a loss of income for not just us but yourselves aswell.

Hi @ak_craft_crazy ,

Yes, cancelling them would be a work around but does create more work on the buyers side to order again. The functionality for something like this would require a big change but I will raise your point.

Thank you,

Kat

ak_craft_crazy

·1 year ago

I am sorry but I need to bring up an issue with EDD again. It is not fit for purpose and is not working as designed. If you are saying it is working as designed, then you need to take a long look at the designers as it is absurd how inaccurate it is.

I have attached just one example of this below.

We have a 2 working day processing time for orders to be dispatched, as you can see this order was placed on Tuesday 26th November which means that we will dispatch it on Thursday 28th November. Our standard postage is set to 2nd class which on your own site says 2-3 working days for delivery. So an item dispatched on the 28th November should have a delivery timeframe Saturday 30th November to Monday 2nd December. This should be the dates at normal times of the year, for busy times for example Christmas and Black Friday it is common sense that items take longer to arrive.

Now you take pride is saying that your EDD is dynamic and adjusts to current situations for example busy periods. However, as you can see on this example you have, for some unknown reason, decided to tell the buyer that the order will arrive between 28th-29th November.

Now im no mathematician or anything but even I know that an item sent on the 28th November using 2nd class (2-3 working day service in your own words) will 100% not arrive on the very same day it is dispatch. In fact it is completely impossible to do this.

Why do you feel the need to LIE to buyers? Giving them unrealistic delivery dates.

As you can also see this buyer has opened a INR case, surprise surprise, I have responded obviously explaining the current postage situation and items taking longer than usual. However from the 6th December they will be entitled to a full refund if the item dose not arrive. That is just 6 working days from the day of dispatch, how is this fair? When Royal mail say that items are not considered lost until 10 working days from the latest delivery estimate, meaning for this order I cannot submit a claim for loss util 13th December. So if the item arrives between the 6th December to the 13th December, but the buyer has already raised this in the case. They will get the item for free and I will be out of pocket!

How is this fair to the business sellers who are the only ones bringing money to eBay now it is free for everyone else to sell on here. (that’s another issue with business sellers selling on private accounts)

You need to sort EDD out as it is not fit for purpose and not working despite what you say, you need to rethink the EDD and the terms in which INR cases can be opened.

marco@ebay

eBay Staff

Admin1 year ago

@ak_craft_crazy wrote:

I am sorry but I need to bring up an issue with EDD again. It is not fit for purpose and is not working as designed. If you are saying it is working as designed, then you need to take a long look at the designers as it is absurd how inaccurate it is.

I have attached just one example of this below.

We have a 2 working day processing time for orders to be dispatched, as you can see this order was placed on Tuesday 26th November which means that we will dispatch it on Thursday 28th November. Our standard postage is set to 2nd class which on your own site says 2-3 working days for delivery. So an item dispatched on the 28th November should have a delivery timeframe Saturday 30th November to Monday 2nd December. This should be the dates at normal times of the year, for busy times for example Christmas and Black Friday it is common sense that items take longer to arrive.

Now you take pride is saying that your EDD is dynamic and adjusts to current situations for example busy periods. However, as you can see on this example you have, for some unknown reason, decided to tell the buyer that the order will arrive between 28th-29th November.

Now im no mathematician or anything but even I know that an item sent on the 28th November using 2nd class (2-3 working day service in your own words) will 100% not arrive on the very same day it is dispatch. In fact it is completely impossible to do this.

Why do you feel the need to LIE to buyers? Giving them unrealistic delivery dates.

As you can also see this buyer has opened a INR case, surprise surprise, I have responded obviously explaining the current postage situation and items taking longer than usual. However from the 6th December they will be entitled to a full refund if the item dose not arrive. That is just 6 working days from the day of dispatch, how is this fair? When Royal mail say that items are not considered lost until 10 working days from the latest delivery estimate, meaning for this order I cannot submit a claim for loss util 13th December. So if the item arrives between the 6th December to the 13th December, but the buyer has already raised this in the case. They will get the item for free and I will be out of pocket!

How is this fair to the business sellers who are the only ones bringing money to eBay now it is free for everyone else to sell on here. (that’s another issue with business sellers selling on private accounts)

You need to sort EDD out as it is not fit for purpose and not working despite what you say, you need to rethink the EDD and the terms in which INR cases can be opened.

Hi @ak_craft_crazy, thanks for this.

I'd be happy to send that for review for you, but I would need you to confirm the item number if that's ok please, once you send that, I will forward that to the shipping team to see what's happening with the order in question.

Thank you,

Marco

ak_craft_crazy

·1 year ago

@marco@ebay thank you but this is not the only one and as you and @dave@ebay will be aware i have repeatedly raised this concern with EDD for over 2 years now and nothing is being done. I have even spoken to the shipping team via email but every time it just falls on deaf ears. I have already emailed them about this on Monday.

The item number is 154998235286

marco@ebay

eBay Staff

Admin1 year ago

@ak_craft_crazy wrote:

@marco@ebay thank you but this is not the only one and as you and @dave@ebay will be aware i have repeatedly raised this concern with EDD for over 2 years now and nothing is being done. I have even spoken to the shipping team via email but every time it just falls on deaf ears. I have already emailed them about this on Monday.

The item number is 154998235286

Hi @ak_craft_crazy, thanks for your reply.

I will flag this with them anyway if that's ok with you, and as soon as they get back to me, I will post back here to let you know.

Thank you,

Marco

custom-giftsuk

·1 year ago

Would it be possible for one of the moderators (@kat@ebay, @marco@ebay and @anita@ebay) to drop me a personal message in regards a subject that would be better off in private please

dave@ebay

eBay Staff

Admin1 year ago

@custom-giftsuk wrote:

Would it be possible for one of the moderators (@kat@ebay, @marco@ebay and @anita@ebay) to drop me a personal message in regards a subject that would be better off in private please

Hi @custom-giftsuk

We don't offer one to one support with issues so you may need to reach out to CS for support. If you want to PM I'm happy to have a look and see if it's something I can help with though.

Thanks,

Dave

555njp

·1 year ago

Hi,

I don’t expect an answer but can you feed this back to the management team please?

From my own experience, speaking to friends, colleagues and reading the boards, eBay seems to be dying as a viable sales platform?

I believe this to be down to two things: A search that is not showing buyers what they actually want and the nonsense that is promoted listings.

If I do a simple search for say a “vintage screwdriver”, I want to see every listing containing “vintage” and “screwdriver”. I can filter it down myself. What I do not want is for eBay to hide 95% of what is out there in favour of a few overpriced, heavily promoted items!

Neither do I want to see pages and pages of sponsored listings that are nothing to do with vintage screwdrivers!

Please feed this back because believe me it’s killing the platform. Sellers are not selling because their listings are hidden so are leaving eBay. Buyers can’t find what they want so will also look elsewhere (Amazon, ETSY, Vinted, eBid etc..).

Thank you 🙂

dave@ebay

eBay Staff

Admin1 year ago

@555njp wrote:

Hi,

I don’t expect an answer but can you feed this back to the management team please?

From my own experience, speaking to friends, colleagues and reading the boards, eBay seems to be dying as a viable sales platform?

I believe this to be down to two things: A search that is not showing buyers what they actually want and the nonsense that is promoted listings.

If I do a simple search for say a “vintage screwdriver”, I want to see every listing containing “vintage” and “screwdriver”. I can filter it down myself. What I do not want is for eBay to hide 95% of what is out there in favour of a few overpriced, heavily promoted items!

Neither do I want to see pages and pages of sponsored listings that are nothing to do with vintage screwdrivers!

Please feed this back because believe me it’s killing the platform. Sellers are not selling because their listings are hidden so are leaving eBay. Buyers can’t find what they want so will also look elsewhere (Amazon, ETSY, Vinted, eBid etc..).

Thank you 🙂

Hi @555njp

Thanks for the feedback, I'll send it over to both the Ads team and the side team to review.

Thanks,

Dave

marco@ebay

eBay Staff

Admin1 year ago

@555njp wrote:

Hi,

I don’t expect an answer but can you feed this back to the management team please?

From my own experience, speaking to friends, colleagues and reading the boards, eBay seems to be dying as a viable sales platform?

I believe this to be down to two things: A search that is not showing buyers what they actually want and the nonsense that is promoted listings.

If I do a simple search for say a “vintage screwdriver”, I want to see every listing containing “vintage” and “screwdriver”. I can filter it down myself. What I do not want is for eBay to hide 95% of what is out there in favour of a few overpriced, heavily promoted items!

Neither do I want to see pages and pages of sponsored listings that are nothing to do with vintage screwdrivers!

Please feed this back because believe me it’s killing the platform. Sellers are not selling because their listings are hidden so are leaving eBay. Buyers can’t find what they want so will also look elsewhere (Amazon, ETSY, Vinted, eBid etc..).

Thank you 🙂

Hi @555njp, thank you for your question.

Yes, that's no problem, we will send on your feedback, so it can be taken into consideration. All kind of feedback in terms of selling is always welcome, so thanks very much for your input.

Thank you,

Marco

555njp

·1 year ago

Thank you.

fatbobfan

·1 year ago

The new e-bikes and baby toys policy came into effect end of October, a month on, after waiting for existing listings to expire private sellers are still selling baby toys

A quick search I did with two keywords and filters and 11000 results are showing with the private seller filter. That's just one search term. Guessing that figure could be a lot higher, or will become higher when Private Sellers see its being abused and copy.

In addition, it includes private seller accounts that are businesses that I have reported numerous times in recent years, just to echo the numerous weekly complaints on the subject.

FBF

kat@ebay

eBay Staff

Admin1 year ago

@fatbobfan wrote:

The new e-bikes and baby toys policy came into effect end of October, a month on, after waiting for existing listings to expire private sellers are still selling baby toys

A quick search I did with two keywords and filters and 11000 results are showing with the private seller filter. That's just one search term. Guessing that figure could be a lot higher, or will become higher when Private Sellers see its being abused and copy.

In addition, it includes private seller accounts that are businesses that I have reported numerous times in recent years, just to echo the numerous weekly complaints on the subject.

FBF

Hi @fatbobfan ,

Thanks for the detail on this. I will share it with our policy team for monitoring. It is best to also report them through the site. It can take time for the reports to be reviewed.

Thank you,

Kat

nutrafituk

·1 year ago

Deliver status mis-information.

Due to incomplete address, a parcel is being returned to us as of TODAY:

Unable to deliver to buyer. The item was returned to you.

Posted to buyer

Tue 3 Dec

________________________________________

Unable to deliver

________________________________________

Posted to you

________________________________________

Delivered back to you

Delivery history

Royal Mail: OE430705185GB

Wed 4 Dec

1:09pm

Incorrectly addressed. Returned to sender.

Wed 4 Dec

9:18am

Due to be delivered today

Tue 3 Dec

8:54pm

Item Received

Tue 3 Dec

3:03pm

Item Received

Mon 2 Dec

3:35pm

Sender despatching item

Mon 2 Dec

8:30am

Tracking number provided

Having said that, as many times before, why are you providing FALSE delivery information? If the parcel clearly is being return as of now, why do you inform our customer it has been DELIVERED TO US??

dave@ebay

eBay Staff

Admin1 year ago

@nutrafituk wrote:

Deliver status mis-information.

Due to incomplete address, a parcel is being returned to us as of TODAY:

Unable to deliver to buyer. The item was returned to you.

Posted to buyer

Tue 3 Dec

________________________________________

Unable to deliver

________________________________________

Posted to you

________________________________________

Delivered back to you

Delivery history

Royal Mail: OE430705185GB

Wed 4 Dec

1:09pm

Incorrectly addressed. Returned to sender.

Wed 4 Dec

9:18am

Due to be delivered today

Tue 3 Dec

8:54pm

Item Received

Tue 3 Dec

3:03pm

Item Received

Mon 2 Dec

3:35pm

Sender despatching item

Mon 2 Dec

8:30am

Tracking number provided

Having said that, as many times before, why are you providing FALSE delivery information? If the parcel clearly is being return as of now, why do you inform our customer it has been DELIVERED TO US??

Hi @nutrafituk

I'll pass your feedback on to the shipping team. If you reach out to Customer Support, they will be able to review the transaction for you and better advise you on the best next steps.

Thanks,

Dave

555njp

·1 year ago

Hi, I’ve been Top-Rated for some time but cannot ever seem to attract the fee discount. I’ve read the requirements and, as far as I can tell, at least some of my listings should qualify.

I am low volume, especially at the moment but here’s my stats:

Over 100 sales in rolling 12 months.

30 day returns offered.

RM 48 tracked offered free.

RM 24 offered for a very small increase.

Next day dispatch.

I’ve tried changing to same day dispatch and even upgraded the postage to next day SD for less than £10 but still to no avail, any ideas.

BTW, asking here as it appears options for live chat, speak to an agent and get a call back have all disappeared from help leaving the totally useless automated bot!

Thanks in advance.

kat@ebay

eBay Staff

Admin1 year ago

@555njp wrote:

Hi, I’ve been Top-Rated for some time but cannot ever seem to attract the fee discount. I’ve read the requirements and, as far as I can tell, at least some of my listings should qualify.

I am low volume, especially at the moment but here’s my stats:

Over 100 sales in rolling 12 months.

30 day returns offered.

RM 48 tracked offered free.

RM 24 offered for a very small increase.

Next day dispatch.

I’ve tried changing to same day dispatch and even upgraded the postage to next day SD for less than £10 but still to no avail, any ideas.

BTW, asking here as it appears options for live chat, speak to an agent and get a call back have all disappeared from help leaving the totally useless automated bot!

Thanks in advance.

Hi @555njp ,

Can you provide some item numbers as examples and I can have a further look into it.

Thank you,

Kat

555njp

·1 year ago

Hi Kat,

Try:

276741989520,

156533258136,

156533286582,

cheers,

Neil.

kat@ebay

eBay Staff

Admin1 year ago

@555njp wrote:

Hi Kat,

Try:

276741989520,

156533258136,

156533286582,

cheers,

Neil.

Hi @555njp ,

Thanks for these. Let me have a look offline and will check it.

Thank you,

Kat

555njp

·1 year ago

Sure, thank you.

kat@ebay

eBay Staff

Admin1 year ago

Hi @555njp ,

After checking the listings one of the requirements is to have an express option. The royal mail 24 although a 2 day option is a standard service rather than an express.

The below two would be the other Royal Mail options that are express

You can try changing to one of those and this should meet the criteria for the discount.

Thank you,

Kat

nutrafituk

·1 year ago

Deliveries impacted by severe weather conditions November 2024

Regarding Late Delivery Defects as result of severe weather conditions. Having just checked our account has been penalised by eBay with extended delivery times shown to our buyers – resulting in drop in sales. As pre-eBay’s announcement we should have been protected from these:

The Met Office has issued yellow weather warnings for snow and ice conditions in parts of the UK which may cause disruption to deliveries. We are working closely with carriers to monitor delivery service levels. If deliveries are disrupted, eBay will protect your seller performance where necessary. We will share more details in the coming days once we have a better understanding of the impact. If you’re located in an impacted area and find yourself unable to dispatch your orders, we recommend that you communicate with your buyers to inform them of the situation. As always, please upload tracking details when you dispatch an item. This helps to keep your buyers informed and makes it easier for eBay to protect you. Learn more about how to add tracking details and the benefits of doing so on our Help page. Thank you for selling on eBay. Your eBay Team

So, being pro-active we have got contacted eBay several time to make sure we would not be affected. In just 3 days’ time our LDD went up by 10%+! Your response was – nothing to worry about, there will be a blanket protection applied; next evaluation is not due soon. Result – nothing done despite talking to several agents; now our customers are advised falsely they would wait for their parcels up to 7 days despite same day despatch and tracked 48 service used. You were advised to act to avoid that and failed to act to protect us. Having lost sales, and if not acted upon these defects now, we are going to lose even more until the defects drop below 3% - in 3 months’ time. In addition, as of 20th December, we are also going to lose our top-rated status and related discount along with listing placements. Now, please respond with how you are going to fix that and rectify your negligence and poor customer service. As we are entitled to your Concierge service, we are interested only in a professional instant solution.

marco@ebay

eBay Staff

Admin1 year ago

@nutrafituk wrote:

Deliveries impacted by severe weather conditions November 2024

Regarding Late Delivery Defects as result of severe weather conditions. Having just checked our account has been penalised by eBay with extended delivery times shown to our buyers – resulting in drop in sales. As pre-eBay’s announcement we should have been protected from these:

The Met Office has issued yellow weather warnings for snow and ice conditions in parts of the UK which may cause disruption to deliveries. We are working closely with carriers to monitor delivery service levels. If deliveries are disrupted, eBay will protect your seller performance where necessary. We will share more details in the coming days once we have a better understanding of the impact. If you’re located in an impacted area and find yourself unable to dispatch your orders, we recommend that you communicate with your buyers to inform them of the situation. As always, please upload tracking details when you dispatch an item. This helps to keep your buyers informed and makes it easier for eBay to protect you. Learn more about how to add tracking details and the benefits of doing so on our Help page. Thank you for selling on eBay. Your eBay Team

So, being pro-active we have got contacted eBay several time to make sure we would not be affected. In just 3 days’ time our LDD went up by 10%+! Your response was – nothing to worry about, there will be a blanket protection applied; next evaluation is not due soon. Result – nothing done despite talking to several agents; now our customers are advised falsely they would wait for their parcels up to 7 days despite same day despatch and tracked 48 service used. You were advised to act to avoid that and failed to act to protect us. Having lost sales, and if not acted upon these defects now, we are going to lose even more until the defects drop below 3% - in 3 months’ time. In addition, as of 20th December, we are also going to lose our top-rated status and related discount along with listing placements. Now, please respond with how you are going to fix that and rectify your negligence and poor customer service. As we are entitled to your Concierge service, we are interested only in a professional instant solution.

Hi @nutrafituk, thanks for your question.

We're sorry to hear this experience was not what you were expected. However, if there was protection in place for these orders, you'd be protected no problem. If there was an order or multiple orders that were impacted, I'd recommend contacting our customer service team with the orders in question and flag it with them. Once they confirm the orders were impacted and are eligible for the protection, they will correct that for you no problem.

While we would love to provide you with further assistance over here, we are unable to do customer service or take actions on accounts over this channel.

Thank you,

Marco

nutrafituk

·1 year ago

Your Customer Service has been contacted 3 times already, looking into that now again. In the meantime, we are losing sales.