Weekly Chat with the eBay Community Team- 06.12.23 @2pm | Chat with the eBay Community Team | eBay UK

Weekly Chat with the eBay Community Team- 06.12.23 @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- 06.12.23 @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.

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Our eBay Community Team is made up of @marco@ebay @katie@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.

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. Some questions may not be suitable for this weekly chat, as it closes after 1 hour. If you have a long question or one that requires a lot of investigation please write a discussion post on the boards and tag our team members.

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Many thanks,

Your eBay Community Team

community-team@ebay eBay Staff

eBay Staff

eBay Staff0 View listings

Posted 2 years ago · Edited 2 years ago·Last reply 2 years ago

49 comments

cobwebcottage

·2 years ago

Hi all,

I'm a bit late and haven't had time to read through the posts so not sure if this has been discussed. I am having issues with business postage policies. It keeps defaulting to one policy. When I change it, if I am not quick enough to list the item, it reverts back which is so annoying when I am selecting one with postage and the default is free postage.

marco@ebay

eBay Staff

Admin2 years ago

@cobwebcottage wrote:

Hi all,

I'm a bit late and haven't had time to read through the posts so not sure if this has been discussed. I am having issues with business postage policies. It keeps defaulting to one policy. When I change it, if I am not quick enough to list the item, it reverts back which is so annoying when I am selecting one with postage and the default is free postage.

Hi @cobwebcottage, thanks for your post.

Could you please create a thread on this and tag me on it, so I can review that for you? Let me know if it's happening with a specific items or with all of them, and I will get back to you before the end of the day.

Thank you,

Marco

ducatimondo

·2 years ago

Are we all wasting our time reporting duplicate listings, as the team that "check them" don't seem to know how to implement the policy.

I have asked about this a lot and been trying to get the bottom of why reporting them does nothing. I have been trying to help solve the issue for in excess of 7 years now and I am at the point of this is my last chance asking for eBay to see how serious this is and actually DO something!!

I have even had calls with some eBay team members that were horrified by the abuse of these policies by some users, then assisted me reporting them and followed up a few times and the listings still remained, much to the surprise of the eBay team member.

So it is obvious to anyone that the Trust and Safety team that are looking at them do not know what is wrong.

They just look and see a different title, so say it is different and leave it.

That is destroying eBay for buyers

That is destroying eBay for sellers

That is destroying eBay for eBay

When will someone answer my questions regarding this other than the cut and paste rhetoric of "keep doing what you are doing, it all makes a difference"

It does not make any difference whatsoever, so please stop saying it does until you have actually looked at why it makes no difference!!

Thanks

Russ

anita@ebay

eBay Staff

2 years ago

@ducatimondo wrote:

Are we all wasting our time reporting duplicate listings, as the team that "check them" don't seem to know how to implement the policy.

I have asked about this a lot and been trying to get the bottom of why reporting them does nothing. I have been trying to help solve the issue for in excess of 7 years now and I am at the point of this is my last chance asking for eBay to see how serious this is and actually DO something!!

I have even had calls with some eBay team members that were horrified by the abuse of these policies by some users, then assisted me reporting them and followed up a few times and the listings still remained, much to the surprise of the eBay team member.

So it is obvious to anyone that the Trust and Safety team that are looking at them do not know what is wrong.

They just look and see a different title, so say it is different and leave it.

That is destroying eBay for buyers

That is destroying eBay for sellers

That is destroying eBay for eBay

When will someone answer my questions regarding this other than the cut and paste rhetoric of "keep doing what you are doing, it all makes a difference"

It does not make any difference whatsoever, so please stop saying it does until you have actually looked at why it makes no difference!!

Thanks

Russ

Hi @ducatimondo, thanks for your post.

I appreciate your concern and to answer your question, it is not a waste of time, we appreciate you reporting these and we have teams working proactively and reactively to action those items. However, with thousands of items being listed daily some reports may take longer to review. In addition, unfortunately some violating items are being relisted after removal, so it may seem that the action was never taken. If you do see items that are violating our policies, it is definitely useful to report them and we appreciate you doing it, so the team can take the appropriate action.

Thanks,

Anita

*kittylou*

·2 years ago

Hi, ongoing (about a month or so), I am not receiving a message / notification that someone has requested a total. For the items to show as sold my side but not paid for they must have clicked on it but I get nothing which would include any message that they have for me.

I have mentioned a few times on threads but no discussion from others. Is it just me? Can someone look into this please?

Thanks, Katharine

marco@ebay

eBay Staff

Admin2 years ago

@*kittylou* wrote:

Hi, ongoing (about a month or so), I am not receiving a message / notification that someone has requested a total. For the items to show as sold my side but not paid for they must have clicked on it but I get nothing which would include any message that they have for me.

I have mentioned a few times on threads but no discussion from others. Is it just me? Can someone look into this please?

Thanks, Katharine

Hi @*kittylou*, thanks for your post.

Could you please create a new thread on this on one of our boards, and tag me on it and I will help you from there? Just add the item numbers for the items you got requested a total for, but didn't get a notification for it. I will then review that for you, and get back to you before the end of the day.

Thank you,

Marco

darth_baggins

·2 years ago

Ok once more, a simple yes/no would be great.

I know for a fact that eBay used to have a rule that said if a buyer leaves a high percentage of bad feedback for sellers, then this is against eBay policy. I know it was there, I've read it. But now I can't find it.

So please tell me, is this still a rule or not? Has it been changed? That's all I want to know.

anita@ebay

eBay Staff

2 years ago

@darth_baggins wrote:

Ok once more, a simple yes/no would be great.

I know for a fact that eBay used to have a rule that said if a buyer leaves a high percentage of bad feedback for sellers, then this is against eBay policy. I know it was there, I've read it. But now I can't find it.

So please tell me, is this still a rule or not? Has it been changed? That's all I want to know.

@darth_baggins,

Once again, buyer leaving negative feedback to other sellers wouldn't be a reasons for feedback removal on it's own. Buyer might have genuinely had a bad experience. However, if we did determine that buyer is abusing the feedback policy, we would take the action, that can affect the appeal decision. The best thing is to report the buyer first, and then appeal the feedback.

Thanks,

Anita

teegs123

·2 years ago

Good afternoon

The authentication service says it now comes with free delivery using eBay packlink.

Is it the buyer that now pays this fee when they pay? And how much does insurance cover via this method as it seems to be linked to DPD and DPD only insure up to £60 which is really low I would rather use the original royal mail signed for and tracked service due to their insurance policy?

And do we have any explanation to why the offers for reduced fees have disappeared since February not had a single offer and it's really disappointing

Thanks

Tegan

anita@ebay

eBay Staff

2 years ago

@teegs123 wrote:

Good afternoon

The authentication service says it now comes with free delivery using eBay packlink.

Is it the buyer that now pays this fee when they pay? And how much does insurance cover via this method as it seems to be linked to DPD and DPD only insure up to £60 which is really low I would rather use the original royal mail signed for and tracked service due to their insurance policy?

And do we have any explanation to why the offers for reduced fees have disappeared since February not had a single offer and it's really disappointing

Thanks

Tegan

Hi @teegs123, thanks for your post.

Our Authenticity guarantee is now managing the shipping and the charge is 8.95 to the buyer and you can find more information here. As for the insurance, let me double-check with the Authenticity team and come back to you on that.

In relation to the promotions these are set up by the marketing team, and we have no control over them, so unfortunately I woulnd't have an insight on this.

Thanks,

Anita

anita@ebay

eBay Staff

2 years ago

@anita@ebay wrote:

@teegs123 wrote:

Good afternoon

The authentication service says it now comes with free delivery using eBay packlink.

Is it the buyer that now pays this fee when they pay? And how much does insurance cover via this method as it seems to be linked to DPD and DPD only insure up to £60 which is really low I would rather use the original royal mail signed for and tracked service due to their insurance policy?

And do we have any explanation to why the offers for reduced fees have disappeared since February not had a single offer and it's really disappointing

Thanks

Tegan

Hi @teegs123, thanks for your post.

Our Authenticity guarantee is now managing the shipping and the charge is 8.95 to the buyer and you can find more information here. As for the insurance, let me double-check with the Authenticity team and come back to you on that.

In relation to the promotions these are set up by the marketing team, and we have no control over them, so unfortunately I woulnd't have an insight on this.

Thanks,

Anita

Hi @teegs123,

Just a quick follow up. There is no insurance for items sent via Authenticity guarantee using eBay delivery service to Authenticator. However, in case of any issues (item got damaged/lost), we would work to cover the seller (we may need to get additional information from the seller though, depending on the case, to be able to cover it from our end).

Thanks,

Anita

risalvage2022

·2 years ago

Hi, I'm a business seller. I sold an item to a buyer for £250. She messaged saying she didnt think the suede felt like suede and wasn't happy. I said I would accept the return and asked her to return (my account states buyer pays/returns if remorse). She didn't open a case. Waited a week and received nothing. To cut a long story short the buyer messages and sends me Royal Mails delivered signature. Signature was not mine but my surname printed underneath, no card through door and no parcel left anywhere (not with neighbours, in garden, anywhere). She sent it 2nd class Signed For which isn't a tracked service and doesn't cover over £50 for loss. We didn't agree this method as she did it so quick. Signed For is not a tracked service, RM tracked services are Tracked 24, Tracked 48 and Special Delivery only. I said I hadn't received it and would refund when received. She opened a case today for not as described and she has to upload proof of return. She's uploaded the reciept of posting and the unknown signature from last week. Ebay have messaged giving me 2 days to refund. What can I do. I didn't book the courier and even if I could claim from Royal Mail as a third party for stolen parcel etc she didn't use a 'suitable' method of return postage as doesn't cover full value. First line of my address is wrong on the return too. On the Ebay claim/request it shows a tracking number Ebay sent her today and the photo shows the RM Signed For reference number. Looks like she will get a full refund and I end up with no returned item and no way of claiming my money back from Royal Mail. Is this correct please? I'm at my wits end with worry. I sent it Special Delivery in the first place. Thanks in advance to anyone that can help or point me in direction of what to do next please x

marco@ebay

eBay Staff

Admin2 years ago

@risalvage2022 wrote:

Hi, I'm a business seller. I sold an item to a buyer for £250. She messaged saying she didnt think the suede felt like suede and wasn't happy. I said I would accept the return and asked her to return (my account states buyer pays/returns if remorse). She didn't open a case. Waited a week and received nothing. To cut a long story short the buyer messages and sends me Royal Mails delivered signature. Signature was not mine but my surname printed underneath, no card through door and no parcel left anywhere (not with neighbours, in garden, anywhere). She sent it 2nd class Signed For which isn't a tracked service and doesn't cover over £50 for loss. We didn't agree this method as she did it so quick. Signed For is not a tracked service, RM tracked services are Tracked 24, Tracked 48 and Special Delivery only. I said I hadn't received it and would refund when received. She opened a case today for not as described and she has to upload proof of return. She's uploaded the reciept of posting and the unknown signature from last week. Ebay have messaged giving me 2 days to refund. What can I do. I didn't book the courier and even if I could claim from Royal Mail as a third party for stolen parcel etc she didn't use a 'suitable' method of return postage as doesn't cover full value. First line of my address is wrong on the return too. On the Ebay claim/request it shows a tracking number Ebay sent her today and the photo shows the RM Signed For reference number. Looks like she will get a full refund and I end up with no returned item and no way of claiming my money back from Royal Mail. Is this correct please? I'm at my wits end with worry. I sent it Special Delivery in the first place. Thanks in advance to anyone that can help or point me in direction of what to do next please x

Hi @risalvage2022, thanks for your post.

Normally, you'd be covered in this scenario as there is no tracking information confirming delivery to your return address. Please note that if there is tracking information confirming the delivery to your return address, then I would suggest refunding the buyer. However, according to your message above, this doesn't seem to the case, so you should be ok.

If the case gets closed against you, please feel free to create a thread and tag me on it, and I will take a look for you and assist you further and take the necessary actions then based on the case evidence available to the case at that time.

Thank you,

Marco

risalvage2022

·2 years ago

Thanks for super quick reply Marco! all comes down to 'definition' of enough tracking information then and criteria? there's a signature of someone but not me, my printed surname in capitals under it and no parcel and no card. Not sent by me with my address but missing part of house name. Is that sufficient delivery info to initiate a refund to customer, I've tried to ask them on a chat but they said we can help you more on the 13th of December and try to resolve matters for me. Meaning shut up, we are going to refund and they you will have a fight on your hands. Will they rely on her old proof of delivery or wait until she uploads new proof of return using their provided label of today, (which is never going to happen as she has already said she has sent item back so she has no item to send). Do humans deal with these returns or all automated? I can of course let you know what happens too.

marco@ebay

eBay Staff

Admin2 years ago

@risalvage2022 wrote:

Thanks for super quick reply Marco! all comes down to 'definition' of enough tracking information then and criteria? there's a signature of someone but not me, my printed surname in capitals under it and no parcel and no card. Not sent by me with my address but missing part of house name. Is that sufficient delivery info to initiate a refund to customer, I've tried to ask them on a chat but they said we can help you more on the 13th of December and try to resolve matters for me. Meaning shut up, we are going to refund and they you will have a fight on your hands. Will they rely on her old proof of delivery or wait until she uploads new proof of return using their provided label of today, (which is never going to happen as she has already said she has sent item back so she has no item to send). Do humans deal with these returns or all automated? I can of course let you know what happens too.

Thanks for your rerply, @risalvage2022.

I wouldn't be able to guarantee you anything as of now, as I haven't reviewed the case myself to see where exactly we are standing here in terms of seller protection. However, to give you an idea, we are unable to step in before 3 full business days have passed, and what we normally recommend is to follow the returns procedure, which you can find here. Just let me know if the case is not decided in your favor, and I will be happy to review that for you and take actions accordingly based on the evidence available to the case at that time.

Thank you,

Marco

pg_kicks

·2 years ago

Hi,

Just a quick one, the reporting system is still either broken or eBay dont care about users breaking policies, I'm hoping its broken but if you tell me its working as planned then that only leaves 1 alternative and in turn you are admitting that eBay don't care that some users are breaking its policy, so I will await the response.

I'm more than happy to send you a an email/pm with numerous accounts which are breaking policy, (no ifs/buts/maybes) if you claim that its working as properly that I have reporting numerous times and who are still listing.

Thanks

marco@ebay

eBay Staff

Admin2 years ago

@pg_kicks wrote:

Hi,

Just a quick one, the reporting system is still either broken or eBay dont care about users breaking policies, I'm hoping its broken but if you tell me its working as planned then that only leaves 1 alternative and in turn you are admitting that eBay don't care that some users are breaking its policy, so I will await the response.

I'm more than happy to send you a an email/pm with numerous accounts which are breaking policy, (no ifs/buts/maybes) if you claim that its working as properly that I have reporting numerous times and who are still listing.

Thanks

Hi @pg_kicks, thanks for your post.

The reporting system is working ok. If you wish to report anything, please continue to report them the usual way, and all reports will be reviewed and actioned accordingly.

Thank you,

Marco

pg_kicks

·2 years ago

marco@ebay so if it is working correctly then you are accepting that eBay dont care for users to break policy?

Great thanks, the copy and paste answers you give are pretty pointless, you have not asked for any proof that I have that show the system is broken but you will just parrot that its not broken, I have proof that its either broken or not fit for purpose, again if you wish to have this evidence then I'm more than happy to share it with you, or you can just give me a copy and paste saying its working fine when I have reported hundreds of accounts for selling fake items and they are still listed. Unless you work in the reporting department you can not 100% tell me its working fine without looking at any of the evidence I'm more than happy to share with you.

anita@ebay katie@ebay are either of you's willing to take a look into it as I have a list of accounts I'm more than happy to share who are breaking policies, have been reported yet are still selling and breaking the law. All I ask is somebody from eBay community team actually looks into this and does nto give me a copy and paste answer saying all is fine as the site burns down around you's, I wish I could insert a meme into this reply as we all know the one which fits perfect for this situation.

katie@ebay

eBay Staff

2 years ago

@pg_kicks wrote:

marco@ebay so if it is working correctly then you are accepting that eBay dont care for users to break policy?

Great thanks, the copy and paste answers you give are pretty pointless, you have not asked for any proof that I have that show the system is broken but you will just parrot that its not broken, I have proof that its either broken or not fit for purpose, again if you wish to have this evidence then I'm more than happy to share it with you, or you can just give me a copy and paste saying its working fine when I have reported hundreds of accounts for selling fake items and they are still listed. Unless you work in the reporting department you can not 100% tell me its working fine without looking at any of the evidence I'm more than happy to share with you.

anita@ebay katie@ebay are either of you's willing to take a look into it as I have a list of accounts I'm more than happy to share who are breaking policies, have been reported yet are still selling and breaking the law. All I ask is somebody from eBay community team actually looks into this and does nto give me a copy and paste answer saying all is fine as the site burns down around you's, I wish I could insert a meme into this reply as we all know the one which fits perfect for this situation.

Hi @pg_kicks,

Thank you, I appreciate you have reports and have been making them through the site. With thousands of items going onto the UK site even by the hour sometimes this is an around the clock task for our teams.

When reporting through the site it is sent directly to our teams who can take the needed action. My reporting adds a step to this and my reports go into the very same queue.

We do take note of the system itself and the feedback we receive about it is sent on accordingly. At this time, this is the action our team can take here.

Thanks,

Katie

pg_kicks

·2 years ago

Hi Katie,

Thanks for the reply, I'm not sure if its just me but I dont really understand what you have just said, are you to saying the reporting feature is working fine and dandy, or just that you and the other team members dont really know how it works (very understandable) and just that the reporting team are working very hard but the system isnt set up for the amount of reports so is clearly failing as I have been reporting policy violations for months and the accounts are still active?

We were told previously that eBay deal with the most serious reports first, is this still the case? Obviously you may not even know but certainly wont tell us what eBay deem as serious, but I'd have thought selling fake goods would be pretty serious.

I apologise if I come across aggressive or annoyed, but I am trying to make eBay a safer place for people to buy and sell but I feel like I'm hitting my head off a brick wall as we (as customers of eBay) keep getting copy and paste replies like we are a not worthy of a genuine reply when we are just trying to help put out a fire as it seems certain parts of eBay dont care how fast it burns.

like I have offered numerous times I'm more than happy to send a list of accounts to anyone who wishes to take ownership of the issue from eBays side and help create a safe and trustworthy platform for both buyers and sellers.

PS thank you for the none copy and paste anwer.

katie@ebay

eBay Staff

2 years ago

@pg_kicks wrote:

Hi Katie,

Thanks for the reply, I'm not sure if its just me but I dont really understand what you have just said, are you to saying the reporting feature is working fine and dandy, or just that you and the other team members dont really know how it works (very understandable) and just that the reporting team are working very hard but the system isnt set up for the amount of reports so is clearly failing as I have been reporting policy violations for months and the accounts are still active?

We were told previously that eBay deal with the most serious reports first, is this still the case? Obviously you may not even know but certainly wont tell us what eBay deem as serious, but I'd have thought selling fake goods would be pretty serious.

I apologise if I come across aggressive or annoyed, but I am trying to make eBay a safer place for people to buy and sell but I feel like I'm hitting my head off a brick wall as we (as customers of eBay) keep getting copy and paste replies like we are a not worthy of a genuine reply when we are just trying to help put out a fire as it seems certain parts of eBay dont care how fast it burns.

like I have offered numerous times I'm more than happy to send a list of accounts to anyone who wishes to take ownership of the issue from eBays side and help create a safe and trustworthy platform for both buyers and sellers.

PS thank you for the none copy and paste anwer.

Thanks for your reply @pg_kicks.

I'm trying to be transparent with you and share all the information I can about the system. I do have to be mindful that this is a public platform and by providing detailed information I could unintentionally help someone avoid the system.

Our team is aware of how the system works and does connect with the reporting team. More serious reporting reasons are looked at first and they are given to agents based on their priority. For example, a dangerous item would be seen quicker than a used item being marked as new.

We all have the same objective here and we have been gathering information about members experience when they do report a listing. With DSA coming in you will begin to get replies from our teams about any action being taken on your report. We will continue to gather sentiment about this experience from you, and other members of our community, so we can help to make the site safer overall.

I hope this helps to explain our situation here and why we may not be able to go into further detail about specific reports, items, or accounts.

Thanks,

Katie

rwl1001

·2 years ago

Why can I not link my nectar card to my Ebay account? When I try I get the message

Oops, there has been a problem.

You need a www.ebay.co.uk account to use this rewards programme.

I am registered on ebay.co.uk and have a UK address.

Thanks

marco@ebay

eBay Staff

Admin2 years ago

@rwl1001 wrote:

Why can I not link my nectar card to my Ebay account? When I try I get the message

Oops, there has been a problem.

You need a www.ebay.co.uk account to use this rewards programme.

I am registered on ebay.co.uk and have a UK address.

Thanks

Hi @rwl1001, thanks for your post.

Could you please share with me a screenshot of the error you, so I can have a better understanding of the issue? Also, just to confirm, this happens when you try to link your accounts, is that correct?

Thank you,

Marco

rwl1001

·2 years ago

Hi Marco

Screenshot attached.

This happens when I click the nectar link on the screenshot. I'm trying to link my nectar account to my ebay account

marco@ebay

eBay Staff

Admin2 years ago

@rwl1001 wrote:

Hi Marco

Screenshot attached.

This happens when I click the nectar link on the screenshot. I'm trying to link my nectar account to my ebay account

Hi @rwl1001, thanks for that.

You'd get that error when you are using an account that was not originally registered on the UK site, I've just checked for you and your account was not originally registered on the UK site. So, you won't be able to use the Nectar program with this account as it was originally registered in a different region. You can only use Nectar with accounts that were originally registered on the UK site.

Thank you,

Marco

rainbowjam

·2 years ago

Items that are listed as auction with BIN are selling at the auction start price instead of the BIN price when a buyer selects Buy It Now. See this thread: https://community.ebay.co.uk/t5/Seller-Central/MAJOR-eBay-site-bug-item-selling-for-the-starting-bid-price-not/m-p/7501444 as it's been going on for weeks.

Also, once sold, the auction still continues to run through to the end date, causing it to sell twice if someone then places a bid. If no bids are placed then the auction ends as apparently unsold, the listing moves to the seller's Unsold list where it is then unknowingly relisted by the seller although they no longer have it.

My latest affected items are 395018618901, 375074968432 and 395026032306 - all of which sold last Monday and I then inadvertently relisted when the auctions ended. Now having to end the wrongly relisted items. I have no idea how many more I'm going to find.

katie@ebay

eBay Staff

2 years ago

@rainbowjam wrote:

Items that are listed as auction with BIN are selling at the auction start price instead of the BIN price when a buyer selects Buy It Now. See this thread: https://community.ebay.co.uk/t5/Seller-Central/MAJOR-eBay-site-bug-item-selling-for-the-starting-bid-price-not/m-p/7501444 as it's been going on for weeks.

Also, once sold, the auction still continues to run through to the end date, causing it to sell twice if someone then places a bid. If no bids are placed then the auction ends as apparently unsold, the listing moves to the seller's Unsold list where it is then unknowingly relisted by the seller although they no longer have it.

My latest affected items are 395018618901, 375074968432 and 395026032306 - all of which sold last Monday and I then inadvertently relisted when the auctions ended. Now having to end the wrongly relisted items. I have no idea how many more I'm going to find.

Hi @rainbowjam,

Thank you for this information. Conscious this chat will close in 1 hour, and we won't be able to get to the bottom of this in that time.

Could you please open a thread on the discussion boards and tag me in it? I'll get back to it by the end of the day.

Thanks,

Katie

rainbowjam

·2 years ago

@katie@ebay thankyou, I've tagged you in the thread that was already running.

johannadee

·2 years ago

I wrote on here two weeks ago about my application for removal of feedback for my one and only negative. This feedback had been left, not in relation to the transaction on which it appeared, but in retaliation for my having previously placed the buyer’s partner on my Blocked Bidder list. The buyer stated this quite clearly on the feedback.

Following my application the comment was removed but the red dot rating was not. The reason given was that it did not violate eBay feedback policy. I could find nothing in eBay policy that allowed feedback by proxy, or that a negative rating was allowed merely for the correct and proper use of the Blocked Bidder facility and for someone else’s account.

I contacted Customer Services by telephone, as previously stated. On Tuesday 28th November I had the following email from the agent Sharon, to whom I had spoken:-

Hello Vivienne,

I hope you are having a nice morning. I am emailing you about the feedback on item 145416324471 from buyer XXXXXXXXX (redacted).

I wanted to confirm as promised I was looking after this for you and took ownership on this feedback. I am happy to confirm this has been fully removed from your account. (My underline).

I am happy to have resolved this for you by making sure to protect your account.

Have a lovely day and take care.

Kind Regards,

Sharon

eBay Customer Service

She wrote, not that it will be or may be removed, but that it has been. It has not. It is more than a week since I received this notice and the red dot Negative is still there. I have tried to reply to this message, but each time I get a response from a different person, and the last time from a No Reply account, so obviously they don’t want to talk to me any more!

So, how do I proceed now as I don’t intend to let this go? How do I get the statement in this email honoured? I have had no direct contact from the buyer, no case has been opened, no return requested, no refund, nothing. Because it is not about her item, her purchase or her buyer experience. It is about someone who was not my buyer and about me going with my instincts, which have been proven correct, and making correct use of the facility to block bidders. I cannot see for the life of me how that isn’t a violation of feedback policy.

marco@ebay

eBay Staff

Admin2 years ago

@johannadee wrote:

I wrote on here two weeks ago about my application for removal of feedback for my one and only negative. This feedback had been left, not in relation to the transaction on which it appeared, but in retaliation for my having previously placed the buyer’s partner on my Blocked Bidder list. The buyer stated this quite clearly on the feedback.

Following my application the comment was removed but the red dot rating was not. The reason given was that it did not violate eBay feedback policy. I could find nothing in eBay policy that allowed feedback by proxy, or that a negative rating was allowed merely for the correct and proper use of the Blocked Bidder facility and for someone else’s account.

I contacted Customer Services by telephone, as previously stated. On Tuesday 28th November I had the following email from the agent Sharon, to whom I had spoken:-

Hello Vivienne,

I hope you are having a nice morning. I am emailing you about the feedback on item 145416324471 from buyer XXXXXXXXX (redacted).

I wanted to confirm as promised I was looking after this for you and took ownership on this feedback. I am happy to confirm this has been fully removed from your account. (My underline).

I am happy to have resolved this for you by making sure to protect your account.

Have a lovely day and take care.

Kind Regards,

Sharon

eBay Customer Service

She wrote, not that it will be or may be removed, but that it has been. It has not. It is more than a week since I received this notice and the red dot Negative is still there. I have tried to reply to this message, but each time I get a response from a different person, and the last time from a No Reply account, so obviously they don’t want to talk to me any more!

So, how do I proceed now as I don’t intend to let this go? How do I get the statement in this email honoured? I have had no direct contact from the buyer, no case has been opened, no return requested, no refund, nothing. Because it is not about her item, her purchase or her buyer experience. It is about someone who was not my buyer and about me going with my instincts, which have been proven correct, and making correct use of the facility to block bidders. I cannot see for the life of me how that isn’t a violation of feedback policy.

Hi @johannadee, thanks for your post.

When a feedback doesn't violate our feedback policies and procedures, the feedback will remain. Based on your comment above, I'd say that customer service hid the comment. However the mark is still there and it will remain there as it is not removable since the feedback in question doesn't violate our policies.

Thank you,

Marco

johannadee

·2 years ago

The email states quite clearly that the feedback has been fully removed. The cooment had been removed two weeks prior so that would not be what the agent was talking about.

And are you really saying that a buyer can leave a negative for someone elses's complaint, who is not a buyer, and that doesn't violate policy?

marco@ebay

eBay Staff

Admin2 years ago

Hi @johannadee, thanks for letting me know more about this.

I will review this myself after the weekly chat, and provide you with an update before the end of the day.

Thank you,

Marco

marco@ebay

eBay Staff

Admin2 years ago

Hi @johannadee,

After reviewing this myself, I've requested the removal of this feedback both the mark and the comment in full. Please allow 24-72 hours for it to be fully gone from your account. Thanks for flagging this with me.

Marco

darth_baggins

·2 years ago

I realise this has been discussed at length and the usual reply it's working as intended, but how can this be right? Please explain it to me, like actually explain it rather than the usual cut and paste response about how you use different factors to work out the dynamic EDD.

My item - 5 day handling time, 2nd class post - EDD - December 9th to 14th.

Another seller, same day dispatch before 3:30pm, 1st class post - EDD - December 14th to 18th.

How can this be possible? A seller who uses a faster delivery service and posts a whole 4 days before me (I don't actually wait 5 days) gets an ETA that starts when mine ends. However way you dress it up, that is not right. It can't be right.

anita@ebay

eBay Staff

2 years ago

@darth_baggins wrote:

I realise this has been discussed at length and the usual reply it's working as intended, but how can this be right? Please explain it to me, like actually explain it rather than the usual cut and paste response about how you use different factors to work out the dynamic EDD.

My item - 5 day handling time, 2nd class post - EDD - December 9th to 14th.

Another seller, same day dispatch before 3:30pm, 1st class post - EDD - December 14th to 18th.

How can this be possible? A seller who uses a faster delivery service and posts a whole 4 days before me (I don't actually wait 5 days) gets an ETA that starts when mine ends. However way you dress it up, that is not right. It can't be right.

Hi @darth_baggins, thanks for your post.

I appreciate your concern. Since EDDs are dynamic, it takes into consideration history and performance of your shipping time. If you post your items on the first day of handling time, it will take it into consideration, as well as courier performance, and when items are being delivered.

Thanks,

Anita

returns_andexdisplay

·2 years ago

I appreciate your concern. Since EDDs are dynamic, it takes into consideration history and performance of your shipping time. If you post your items on the first day of handling time, it will take it into consideration, as well as courier performance, and when items are being delivered.

Thanks,

Anita

Junping on this reply.

EDD does not work for a small business. When are ebay going to understand that what my working pattern was 2 weeks ago where I might be able to dispach quicker will not be the same today or this week if I am businer or have other things to deal with. Please let us manage our own shipping expecations. Thought that is the whole point of allowing business to create shipping policies with courier and shipping dispatch was so we can create our own shipping expecations.

I understand how something will be delivered quicker to someone 20 miles away as opposed to someone the other end of the country. But ebay is continually showing unrealistic delivery times before an item is due to be shipped creating issues between buyers and sellers.

anita@ebay

eBay Staff

2 years ago

@returns_andexdisplay wrote:

I appreciate your concern. Since EDDs are dynamic, it takes into consideration history and performance of your shipping time. If you post your items on the first day of handling time, it will take it into consideration, as well as courier performance, and when items are being delivered.

Thanks,

Anita

Junping on this reply.

EDD does not work for a small business. When are ebay going to understand that what my working pattern was 2 weeks ago where I might be able to dispach quicker will not be the same today or this week if I am businer or have other things to deal with. Please let us manage our own shipping expecations. Thought that is the whole point of allowing business to create shipping policies with courier and shipping dispatch was so we can create our own shipping expecations.

I understand how something will be delivered quicker to someone 20 miles away as opposed to someone the other end of the country. But ebay is continually showing unrealistic delivery times before an item is due to be shipped creating issues between buyers and sellers.

Hi @returns_andexdisplay, thanks for your post.

I appreciate where you are coming from and that things can change. However, if this happens and you won't be able to ship items as quick as before, the dynamic calculation will take that into consideration.

Thanks,

Anita

lincolnshiremarine

·2 years ago

Good afternoon

I have just returned from my ebay shop being on time away, and I have now noticed that the Ebay economy delivery seems to have changed on some listings, but, not on all my listings and I have NOT changed anything.

On my listings I always selected the postage option to say Economy delivery Evri, Yodel and DPD.

Now some of the listings have gone to Economy delivery Evri ONLY.

I have not changed anything. I have looked further into this and it appears that you have now started listing the couriers individually?

The problem I now have loads of listings that appear to have changed to Evri tracked, when they use to say Evri, Yodel & DPD and I do not use Evri, I use Yodel, so now do I have to change those listing to Yodel?

Example: Listing number: 195914470144 It now says delivery Evri. (I never selected just Evri)

Example: Listing number: 204306721467. Delivery Evri, Yodel and DPD. (Correct postage one)

What has happened

Many thanks

marco@ebay

eBay Staff

Admin2 years ago

@lincolnshiremarine wrote:

Good afternoon

I have just returned from my ebay shop being on time away, and I have now noticed that the Ebay economy delivery seems to have changed on some listings, but, not on all my listings and I have NOT changed anything.

On my listings I always selected the postage option to say Economy delivery Evri, Yodel and DPD.

Now some of the listings have gone to Economy delivery Evri ONLY.

I have not changed anything. I have looked further into this and it appears that you have now started listing the couriers individually?

The problem I now have loads of listings that appear to have changed to Evri tracked, when they use to say Evri, Yodel & DPD and I do not use Evri, I use Yodel, so now do I have to change those listing to Yodel?

Example: Listing number: 195914470144 It now says delivery Evri. (I never selected just Evri)

Example: Listing number: 204306721467. Delivery Evri, Yodel and DPD. (Correct postage one)

What has happened

Many thanks

Hi @lincolnshiremarine, thanks for your post.

Could you please create a new thread on this on one of our boards, and tag me? I will then help you from there and get back to you before the end of the day.

Thank you,

Marco

lincolnshiremarine

·2 years ago

Marco

Which board do you want me to post it on?, and will you get back to me.

The reason I am asking is........ I put my ebay shop on Time away/seller away last week. The TIME AWAY display banner came up for the buyers to see on the shop, but, the auto message response did not work. I spent my time talking to ebay trying to get this resolved when I should of been relaxing at the airport.

Whilst you may say that the SELLER TIME AWAY banner is showing on the shop, I feel it is good customer service to let customers know should they message us, we are away.

Anyway, despite advice given by the ebay customer service the auto message DID NOT work. I know this as I did several tests myself sending myself messages, with no auto messages sent back.

I was then told it would take 3 days to fix then later got an email stating that they would look into it and get back to me within 15 working days.

What is the point of asking for help, pointing out isseues, when we are told either nothing is wrong or we will get back to you in 15 working days. Now returned back to work and now the issue with the postage.

Thank you

marco@ebay

eBay Staff

Admin2 years ago

@lincolnshiremarine wrote:

Marco

Which board do you want me to post it on?, and will you get back to me.

The reason I am asking is........ I put my ebay shop on Time away/seller away last week. The TIME AWAY display banner came up for the buyers to see on the shop, but, the auto message response did not work. I spent my time talking to ebay trying to get this resolved when I should of been relaxing at the airport.

Whilst you may say that the SELLER TIME AWAY banner is showing on the shop, I feel it is good customer service to let customers know should they message us, we are away.

Anyway, despite advice given by the ebay customer service the auto message DID NOT work. I know this as I did several tests myself sending myself messages, with no auto messages sent back.

I was then told it would take 3 days to fix then later got an email stating that they would look into it and get back to me within 15 working days.

What is the point of asking for help, pointing out isseues, when we are told either nothing is wrong or we will get back to you in 15 working days. Now returned back to work and now the issue with the postage.

Thank you

Thanks for your reply, @lincolnshiremarine.

You can post it on Seller Central, and I will get back to you by the end of the day.

Thank you,

Marco

lincolnshiremarine

·2 years ago

@marco@ebay

I have now posted this.

If you are unclear of what I am explaning please let me know before the end of this chat session. Otherwise I will not be able to reply and get a general message back.

Best wishes

darth_baggins

·2 years ago

Is 'the user leaves a disproportionate amount of bad feedback' still grounds for removal?

If so, why does eBay not take action against this kind of behaviour? The user has left negative or neutral feedback for every item she's purchased for more than a year, except for one.

I've tried the automated removal request tool but I was refused.

anita@ebay

eBay Staff

2 years ago

@darth_baggins wrote:

Is 'the user leaves a disproportionate amount of bad feedback' still grounds for removal?

If so, why does eBay not take action against this kind of behaviour? The user has left negative or neutral feedback for every item she's purchased for more than a year, except for one.

I've tried the automated removal request tool but I was refused.

Hi @darth_baggins, thanks for your post.

In order for us to remove the feedback, it would need to violate one of our feedback policies.

However, if you feel that buyer is abusing the feedback policy, can you please report them here and we’ll take appropriate action.

Thanks,

Anita

darth_baggins

·2 years ago

Yes, and my question (which you've not answered) was do eBay still have 'the user leaves a disproportionate amount of bad feedback?' as one of those policies that gives grounds for removal.

Could you please answer my question? Thanks.

Incidentally your link doesn't have an option to report leaving a lot of bad feedback.

anita@ebay

eBay Staff

2 years ago

@darth_baggins wrote:

Yes, and my question (which you've not answered) was do eBay still have 'the user leaves a disproportionate amount of bad feedback?' as one of those policies that gives grounds for removal.

Could you please answer my question? Thanks.

Incidentally your link doesn't have an option to report leaving a lot of bad feedback.

@darth_baggins, thanks for your reply.

This will not be the reason for the feedback removal, as feedback is about the transaction and each transaction is not related to each other, unless the same buyer did leave a negative feedback to the same seller. However, if the buyer did abuse the feedback policies, and we took an action on their account, depending on the action, it may affect the feedback they have left. You would need though to report the buyer in order for a review. If you are unable to use the link I provided, you may contact our customer support and report them here.

Thanks,

Anita

darth_baggins

·2 years ago

Simply as an FYI, I tried your link. I'm on live chat now with an agent who seems to think I am a buyer and I received negative feedback from a seller. Seriously, what's the point?

j-4-jewellery

·2 years ago

What is the last date for using eBay"s authentication before Christmas. I use Royal Mail special delivery.

marco@ebay

eBay Staff

Admin2 years ago

@j-4-jewellery wrote:

What is the last date for using eBay"s authentication before Christmas. I use Royal Mail special delivery.

Hi @j-4-jewellery, thanks for your post.

That would be the 11th of December.

Thank you,

Marco