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💬 Weekly Chat with the eBay Community Team- 05.07.23 @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
returns_andexdisplay
·3 years agoHow are small business which ebay supposedly champion and support like we keep getting told at live events meant to take any time off and deal with returns?
If returns come back while away ebay will automatically refund and then hit accounts with defects which can cripple a small business for up to 12 months. Process the refund but then come back to used and damaged items as ebay buyers have a reputation of abusing the returns process.
dave@ebay
Hi @returns_andexdisplay
Returns are difficult for us to make a judgement on because we never see the item in question. I understand that some buyers can of course try to abuse this process. To help with this you have 30 calender days to appeal any case which should hopefully help with anything opened while you're away.
I will reach out to the policy team to see if there's possibly a way to work the time away settings into the timescale for returns. This might be something that could be rolled out as part of future process improvements.
Thanks,
Dave
Anonymous User
·3 years agoBuyer bought 3 items on 17th June, I sent together on the same day using a RM label bought via ebay - so there was a 'tracking' number.
Ebay say:
If you dispatch on time and upload a validated tracking number, or your buyers tell us their items were posted on time when they leave Feedback, you've got nothing to worry about.
RM decided not to deliver until 29th June, as the 'tracking' number is only a delivery scan, I have no idea if this was because they tried a few times, the buyer was left a card and had to collect from sorting office, or because RM are next to useless at the moment.
So I have my first late mark (or 3?) for as long as I can remember. Why? According to ebay "If you dispatch on time and upload a validated tracking number .... you've got nothing to worry about." I did both those things.
Also when I get the report, they can't seem to decide if I am being marked down for not dispatching on time (there is 'tracked' proof that I did) or RM not delivering on time.
It really does need to be clear if we are being marked late for despatch time or delivery time.
kat@ebay
Hi @Anonymous ,
In order to appeal the late deliveries there needs to be tracking showing on time delivery scan or an on time dispatch scan. This type of tracking that you currently have does not provide a dispatch scan so cannot be used by the support team to appeal a defect.
Thank you,
Kat
Anonymous User
·3 years agoSo as per my question the other week, why is this number called 'tracking' when it isn't?
kat@ebay
Hi @Anonymous ,
It is defined as such as it is tracking delivery and Royal Mail are classing it as such.
Thank you,
Kat
lord_and_lady_m
·3 years agoHello
I would hope you guys a proactively reading the messages boards.
Why is ebay so dead? it's not the economic situation as most people are seeing there sales stay the same on other platforms.
I had 3 consecutive days last week with zero sales.̀ Now call me a cynic, but then suddenly I got a flurry of sales in, just enough to cover the ebay subsciption for the month on the exact day the payment was being taken.
There is definitely something going on and I wonder how long it will be before ebay can admit there is something broken somewhere?
dave@ebay
Hi @lord_and_lady_m ,
We have been reading the posts in the different forums and have been reaching out to the relevant teams to make them aware of these reports. We have also been looking into any issues that may be causing a widespread drop in sales. While there are tech issues on site there is nothing that would be causing an account wide drop in sales.
We don't block or unblock items in any way unless they breach a policy for example. We definitely wouldn't be allowing enough sales to cover the cost of subscriptions and then blocking items again.
We will continue monitoring these threads and we will of course update them if we find any bugs that could be causing issues for sellers.
Thanks,
Dave
lord_and_lady_m
·3 years agoThank you. There's an awful lot of us in difficult positions right now. I do think ebay really needs to be proactive sooner rather than later. Every day i'm reading of people shutting down on ebay after over a decade or two. It's definitely doom and gloom and you can understand why we would then look at things happening and think something is going on.
williabaxte7
·3 years agohow doyou remove the google add from the eBay main page ?. Same adds over and over .drive me up the wall. What is the point ,,,,
dave@ebay
Hi @williabaxte7
Unfortunately there is no way to remove the ads, they are built into the site. They should cycle through different ads related to searches you have made.
Clearing your browser cache and cookies might help it refresh but there is no way to hide them.
Thanks,
Dave
bravergrace
·3 years agoGood afternoon.
In my Seller Overview, Promotional Offers section this month, there are two identically-titled sections , one says:
Featured Shop Monthly Auction Allowance
Recurring Monthly Auction Allowance
Featured Shop Monthly Auction Allowance
Recurring Monthly Auction Allowance
katie@ebay
Hi @bravergrace,
This looks to be a promotion. I'm looking into it to get confirmation of this.
Hopefully I can get back to before 3pm but if not I will reply on the other thread on this.
Thanks,
Katie
shrayandwimmo
·3 years agoHelp needed. where do I ask a question please?
kat@ebay
Hi @shrayandwimmo ,
You can just post your question here the same way you have just posted.
Thank you,
Kat
shrayandwimmo
·3 years agoSo. A buyer has canceled a purchase of which the fees were £96.30. I am happy to refund the buyer in full as long as I am not charged the fees by ebay. Do you know if the fees will have to be paid by me?
kat@ebay
Hi @shrayandwimmo ,
Once you cancel the transaction through your eBay account the fees will be credited back to you.
Thank you,
Kat
shrayandwimmo
·3 years agoSo Where is the "cancel "option on my account please? I have seen the "refund "option on the drop down on the sold page but guessing this isnt the same as cancelling?
kat@ebay
Hi @shrayandwimmo ,
Yes this is the option. When you click on the send refund option you will be presented with a page and there will be a drop down at the top to the select the reason for refund where if the buyer wants to cancel there is the option for that. Then fill out the rest of the details to complete the refund.
Thank you,
Kat
gomimart
·3 years agoThe new eBay page layout view is making photos darker and misrepresenting listings. The photos below show the image as seen on the listing (left) and on the right is the original overlayed. Last image is 8-bit grayscale uploaded to a listing and compared to the inset (smaller bottom right bar); brightness values above 240 are cropped. No editing was done on the eBay photo editor.
This visual feature/effect is detrimental to color accuracy and likely to result in item-not-as-described claims.
This error occurs in Windows Chrome, EDGE and Android Chrome listings.
katie@ebay
Hi @gomimart,
Thank you for sharing the examples. It's very helpful to see the comparisons.
There is nothing on our side or your account settings that can change the image in this way. Images can look different depending on the screen the member is using.
I will send these examples on to the team that creates the listing page and the photo upload feature. I will share your feedback and the impact you have seen.
Thanks,
Katie
gomimart
·3 years agoRight click on any listed ebay image (for new page layouts); open it in a new window, and it will have the correct brightness values; regardless of the screen a member is using.
katie@ebay
Thank you, I'll add that to the feedback I'm sending over.
Thanks,
Katie
goods_delivered
·3 years agoHi,
I am going on holiday and have TimeAway set (continue sales) with a vacation note set in eBay messages. I have a return (mistakenly ordered item) due to arrive after I begin my Time Away, does eBay delay all subsequent transactions until my return date ? Or will eBay insist I issue the refund even though i'm away and therefore can't verify its condition when it arrives?
Are ALL eBay transactions automatically delayed until Time Away ends ?
Thanks J
kat@ebay
Hi @goods_delivered ,
The timeframes remain the same with cases. The return case will have the normal timeframe so if the item is received back while you are away the refund will still need to be processed.
Thank you,
Kat