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Weekly Chat with the eBay Community Team- 10.07.24 @2pm

Hi everybody!

The Community Chat will open at 2pm and will remain open until 3pm on Wednesday. After that it will be closed for further questions. Of course, we will continue to take care of answering any questions that may still be unanswered—We’ll get to everything as quickly as possible.

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community-team@ebay eBay Staff

eBay Staff

eBay Staff0 View listings

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

44 comments

enz129

·2 years ago

For a few weeks now, the Active Listings section isn't operating normally. None of the links at the top work (Sell Similar / Actions - they are all greyed out). No editing can be done either as it doesn't allow you to tick the box next to the item. And you can't toggle between newly listed, ending soonest etc.

I know there is another separate Active Listings option but i'm finding this really annoying as I like to look at everything such as active, sold, unsold etc on one page. I tried to find how to report this to ebay but I just cannot find a way through!

anita@ebay

eBay Staff

2 years ago

@enz129 wrote:

For a few weeks now, the Active Listings section isn't operating normally. None of the links at the top work (Sell Similar / Actions - they are all greyed out). No editing can be done either as it doesn't allow you to tick the box next to the item. And you can't toggle between newly listed, ending soonest etc.

I know there is another separate Active Listings option but i'm finding this really annoying as I like to look at everything such as active, sold, unsold etc on one page. I tried to find how to report this to ebay but I just cannot find a way through!

Hi @enz129 , thanks for your post.

If you select the item (tick the box) you wish to action first, then the 'Sell similar', 'Actions' and 'Sell it faster' features will become active.

Hope this helps.

Thank you,

Anita

acurro-tech

·2 years ago

I applied to sell vapes and e-cigarettes about three months ago. Before applying, I asked eBay customer service about the requirements, and they told me my account was good, and I could apply. However, at that time, my account was below standard. Due to the misguidance of the eBay customer service team, the eBay new category team declined my application. After that, I asked eBay support again, and they gave me a list of requirements. I fulfilled all the requirements, including age verification, but my application has still been pending for the past few weeks. It has been more then three months now, and I am still not sure if my application will be approved or if they will reject it again.

dave@ebay

eBay Staff

Admin2 years ago

@acurro-tech wrote:

I applied to sell vapes and e-cigarettes about three months ago. Before applying, I asked eBay customer service about the requirements, and they told me my account was good, and I could apply. However, at that time, my account was below standard. Due to the misguidance of the eBay customer service team, the eBay new category team declined my application. After that, I asked eBay support again, and they gave me a list of requirements. I fulfilled all the requirements, including age verification, but my application has still been pending for the past few weeks. It has been more then three months now, and I am still not sure if my application will be approved or if they will reject it again.

Hi @acurro-tech,

Leave this with me and Ill reach out to the New Category Team to find out what happened.

Ill message you directly when I have an update.

Thanks,

Dave

dave@ebay

eBay Staff

Admin2 years ago

@acurro-tech wrote:

I applied to sell vapes and e-cigarettes about three months ago. Before applying, I asked eBay customer service about the requirements, and they told me my account was good, and I could apply. However, at that time, my account was below standard. Due to the misguidance of the eBay customer service team, the eBay new category team declined my application. After that, I asked eBay support again, and they gave me a list of requirements. I fulfilled all the requirements, including age verification, but my application has still been pending for the past few weeks. It has been more then three months now, and I am still not sure if my application will be approved or if they will reject it again.

Hi @acurro-tech

I spoke to one of the New Cats team. You will get an email with an update from them in the next 24 hours.

Thanks,

Dave

mteconlineshop

·2 years ago

Hi

When i check our listings, it says i have 3772, but when you go to the shop it says i only have 3105, any idea why as when i search for some of our items they can not be found unless i put in th eitem number

anita@ebay

eBay Staff

2 years ago

@mteconlineshop wrote:

Hi

When i check our listings, it says i have 3772, but when you go to the shop it says i only have 3105, any idea why as when i search for some of our items they can not be found unless i put in th eitem number

Hi @mteconlineshop , thanks for your post.

Would you be able to share a couple of item numbers that don't show up in the store, as an example, so I can look into this more in detail.

Thank you,

Anita

mteconlineshop

·2 years ago

Hi

Bit short on time at present but the attached picturs shows attactive listings and availbe to view in the shop

Meant to show last week but missed the cut off

anita@ebay

eBay Staff

2 years ago

@mteconlineshop wrote:

Hi

Bit short on time at present but the attached picturs shows attactive listings and availbe to view in the shop

Meant to show last week but missed the cut off

@mteconlineshop , thanks for your reply.

When I try to replicate this, I do get a different number of items in your store than in your screenshot, so I'm afraid I would need some item number examples to be able to review this. If you don't have any examples on hand, can you please create a thread on this and tag me, and I will look into this for you.

Thank you,

Anita

technthread

·2 years ago

I have had a few auctions end recently where the buyer wins multiple items and chooses to checkout and pay for items 1 by 1. Or they group a few together and pay at checkout and then pay for some other's separately. I don't have any problem with buyers that do this as they seem to be showing their willingness to pay quickly and probably don't realise this is costing me more in eBay fees. But it has highlighted that the seller is paying the FVF fixed fee multiple times when it could have been paid once if the buyer had had just waited for all auctions to end and pay for everything at once.

Is there anything eBay can do to issue seller fee credits here? It is another reason that I wouldn't tick the box requiring buyers to provide a payment method before bidding as it increases the number of single item checkouts.

Regarding buyer management settings, I would prefer to have the option to block buyers who have opened X number of item not received cases in the past 12 months. I imagine eBay may not be keen on that but I'd much rather deal with non payers than people who regularly claim freebies on their orders sent untracked where they know the seller can't defend the case and the temptation to get a refund is too great for them.

marco@ebay

eBay Staff

Admin2 years ago

@technthread wrote:

I have had a few auctions end recently where the buyer wins multiple items and chooses to checkout and pay for items 1 by 1. Or they group a few together and pay at checkout and then pay for some other's separately. I don't have any problem with buyers that do this as they seem to be showing their willingness to pay quickly and probably don't realise this is costing me more in eBay fees. But it has highlighted that the seller is paying the FVF fixed fee multiple times when it could have been paid once if the buyer had had just waited for all auctions to end and pay for everything at once.

Is there anything eBay can do to issue seller fee credits here? It is another reason that I wouldn't tick the box requiring buyers to provide a payment method before bidding as it increases the number of single item checkouts.

Regarding buyer management settings, I would prefer to have the option to block buyers who have opened X number of item not received cases in the past 12 months. I imagine eBay may not be keen on that but I'd much rather deal with non payers than people who regularly claim freebies on their orders sent untracked where they know the seller can't defend the case and the temptation to get a refund is too great for them.

Hi @technthread, thanks for your question.

I'm afraid that if the transactions were completely separately, the fees wouldn't be refunded. Regarding your suggestions, I will pass them on, but please note that this doesn't necessarily mean that they will be implemented in the future.

Thank you,

Marco

williabaxte7

·2 years ago

Hi. Just had the confirmation emails come through . Running a bit behind .

marco@ebay

eBay Staff

Admin2 years ago

@williabaxte7 wrote:

Hi. Just had the confirmation emails come through . Running a bit behind .

Thanks for confirming, @williabaxte7. If you don't get them at all in the future, please let us know. 👍

Thank you,

Marco

tressygirl

·2 years ago

Hi Again!

Just a thought ( I don't have many!), but this thought arose after an issue I came across, when sending an offer which was accepted.

No payment was coming through, I don't like or have that immediate payment option switched on, as I want buyers to have a choice how to pay, then after a day the buyer sent me a message to say they weren't sure they bought the item as it now says ' Item Not Available'.

I'm sure that rather strange notification causes some issues for buyers , not understanding it just means not available to anyone else, that they have actually bought the item, and so they either don't pay or pay late.

I reassured this buyer they had bought the item, they thanked me for the confirmation, and paid immediately.

Perhaps the ' Item is Not Available' should be removed? It just causes confusion for some / many !

As said, just a thought.

dave@ebay

eBay Staff

Admin2 years ago

@tressygirl wrote:

Hi Again!

Just a thought ( I don't have many!), but this thought arose after an issue I came across, when sending an offer which was accepted.

No payment was coming through, I don't like or have that immediate payment option switched on, as I want buyers to have a choice how to pay, then after a day the buyer sent me a message to say they weren't sure they bought the item as it now says ' Item Not Available'.

I'm sure that rather strange notification causes some issues for buyers , not understanding it just means not available to anyone else, that they have actually bought the item, and so they either don't pay or pay late.

I reassured this buyer they had bought the item, they thanked me for the confirmation, and paid immediately.

Perhaps the ' Item is Not Available' should be removed? It just causes confusion for some / many !

As said, just a thought.

Hi @tressygirl

I haven't seen it displayed like that before, I can see how it could be confusing to the buyer. I'll pass the concerns back to the site team as a possible improvement. When you have a sec will you PM me the item number and I'll add to my request.

Thanks,

Dave

tressygirl

·2 years ago

It does happen on some items when purchased Dave, I've seen it on some of my past purchases, and it is confusing as a buyer goes back to view the item and sees ' Item No Longer Available', so they don't know if they've bought it or not.

If I see it pop up on any of my purchases I'll screen shot it, and wing it over for you.

williabaxte7

·2 years ago

Hello all .

I don’t know if this has been reported today or not so hear goes.

I have not received any sale confirmation emails today . Made 2 sales today, no emails sent .

.

thanks

tressygirl

·2 years ago

Good🎾 Afternoon All !

How long is the period that a seller is classed as ' Infrequent' , if they have a break from selling, so that they are not subject to any payment holds on their return.

Thank you.

dave@ebay

eBay Staff

Admin2 years ago

@tressygirl wrote:

Good🎾 Afternoon All !

How long is the period that a seller is classed as ' Infrequent' , if they have a break from selling, so that they are not subject to any payment holds on their return.

Thank you.

Hi @tressygirl

Unfortunately there isn't a definitive answer I can give you. There are a number of different factors that are taken into consideration. For example how long they were trading or the status of the account before the break. Its something that's built into the site so it can be different for different users.

Thanks,

Dave

tressygirl

·2 years ago

Thank you Dave I'll pass that message on to the person who asked.

alancook2005

·2 years ago

Why when trying to add (positive) feedback for a recent sale is there a required box that says "more information needed" and then won't let me "post" the feedback ? Hardly making it easy to offer feedback at all

marco@ebay

eBay Staff

Admin2 years ago

@alancook2005 wrote:

Why when trying to add (positive) feedback for a recent sale is there a required box that says "more information needed" and then won't let me "post" the feedback ? Hardly making it easy to offer feedback at all

Hi @alancook2005, thanks for your question.

When exactly is this happening to you? Is there a field required for more information specifically? Do you maybe have a screenshot that you could share for better visibility?

Thank you,

Marco

johannadee

·2 years ago

Twice in the last week I have had bidders blocked by my buyer requirements for too many unpaid items, and appearing on the activity log, then go on to successfully bid and buy the same item on the same day. How is this possible? How are buyers circumventing this useful piece of seller protection? I have not exempted them - my exemption list is empty. I know they are the same buyers because their Member Since date is the same, their feedback score is identical on the day and they are bidding on the same item on the same day. It cannot be a coincidence. You may say, well they paid this time so it doesn't matter. But it does. One of these transactions has resulted in me getting my only and entirely unjustified negative feedback, from a buyer who claims to have been unhappy or disappointed on seven out of her last ten feedbacks, though only mine and one other on red dots - the other complaints were left on green dots. I know the feedback doesn't strictly have anything to do with unpaid strikes, but it may indicate a problem buyer, and if the system had worked as it should I would not have the negative.

anita@ebay

eBay Staff

2 years ago

@johannadee wrote:

Twice in the last week I have had bidders blocked by my buyer requirements for too many unpaid items, and appearing on the activity log, then go on to successfully bid and buy the same item on the same day. How is this possible? How are buyers circumventing this useful piece of seller protection? I have not exempted them - my exemption list is empty. I know they are the same buyers because their Member Since date is the same, their feedback score is identical on the day and they are bidding on the same item on the same day. It cannot be a coincidence. You may say, well they paid this time so it doesn't matter. But it does. One of these transactions has resulted in me getting my only and entirely unjustified negative feedback, from a buyer who claims to have been unhappy or disappointed on seven out of her last ten feedbacks, though only mine and one other on red dots - the other complaints were left on green dots. I know the feedback doesn't strictly have anything to do with unpaid strikes, but it may indicate a problem buyer, and if the system had worked as it should I would not have the negative.

Hi @johannadee , thanks for your post.

I would need to request specific details to review this (item and buyer user ID) to see if the buyer actually met the 'Buyer requirement' criteria set up on your account to get blocked from bidding, which I am unable to do here publicly.

So the best would be for you to reach out to our customer support , so they can review this for you.

Thanks for understanding,

Anita

lincolnshiremarine

·2 years ago

Good afternoon

Can you please pass on this issue to IT as it appears the search engine on my shop does not work correctly. It states 2 results found, but the advert does not appear and cannot click on this.

This has been happening for a while now, the only way around it, is I have to go on the general ebay search bar, put in the part number and then see if I recognise my advert

See photo attached.

Thanks

marco@ebay

eBay Staff

Admin2 years ago

@lincolnshiremarine wrote:

Good afternoon

Can you please pass on this issue to IT as it appears the search engine on my shop does not work correctly. It states 2 results found, but the advert does not appear and cannot click on this.

This has been happening for a while now, the only way around it, is I have to go on the general ebay search bar, put in the part number and then see if I recognise my advert

See photo attached.

Thanks

Hi @lincolnshiremarine, thanks for your question.

Just to double check, is this only happening in your shop, or is this something you are seeing in all shops?

Thank you,

Marco

lincolnshiremarine

·2 years ago

Good afternoon

I have not looked at other shops, it happens on mine.

When I use this to see if I already have a product listed it comes up there are say 2 or 1 but the advert does not come up. As already said I have to then go on ebays general search bar to see my product along with all other sellers too. This has been happening for a few weeks now.

Best wishes

marco@ebay

eBay Staff

Admin2 years ago

@lincolnshiremarine wrote:

Good afternoon

I have not looked at other shops, it happens on mine.

When I use this to see if I already have a product listed it comes up there are say 2 or 1 but the advert does not come up. As already said I have to then go on ebays general search bar to see my product along with all other sellers too. This has been happening for a few weeks now.

Best wishes

Thanks for confirming, @lincolnshiremarine.

I will report that for you now, and as soon as we get more information on it, I will let you know.

Thank you,

Marco

lincolnshiremarine

·2 years ago

Dear Marco

Can you also add that sometimes it is not finding the part number at all, yet when I enter it on the ebay general search bar and look down all the sellers with the same item, mine is listed.

Will you definitely get back to me please, as it appears there is a running pattern here of the team not getting back to us, when we have flagged issues up.

Best wishes

marco@ebay

eBay Staff

Admin2 years ago

@lincolnshiremarine wrote:

Dear Marco

Can you also add that sometimes it is not finding the part number at all, yet when I enter it on the ebay general search bar and look down all the sellers with the same item, mine is listed.

Will you definitely get back to me please, as it appears there is a running pattern here of the team not getting back to us, when we have flagged issues up.

Best wishes

Thanks for your reply, @lincolnshiremarine.

Will add that to the report no problem. And yes of course, I will let you know more once I get an update on it.

Thank you,

Marco

marco@ebay

eBay Staff

Admin2 years ago

@lincolnshiremarine wrote:

Good afternoon

I have not looked at other shops, it happens on mine.

When I use this to see if I already have a product listed it comes up there are say 2 or 1 but the advert does not come up. As already said I have to then go on ebays general search bar to see my product along with all other sellers too. This has been happening for a few weeks now.

Best wishes

Hi @lincolnshiremarine,

I've just received an update on your case, and I've been confirmed this is resolved for you now. They've just tested this as well, and they say that it is working ok at the moment. Just to double check, I've just tried myself, and it seems to be working perfect now (I used to get the same results as you before, but it seems to be showing all results ok now). Please see a screenshot attached for reference.

If you have any questions or you need anything else, please feel free to create a thread and tag me on it, and I will be happy to assist you further.

Thank you,

Marco

tommystrezures

·2 years ago

Good afternoon everyone

As part of eBay UK’s 25th birthday celebrations (happy birthday by the way!) there have been plenty of offers and vouchers for buyers seen on the website.

As part of the celebrations I am sure eBay would wish to acknowledge the hard working small British businesses that are the backbone to eBay UK’s success.

To that end Is eBay considering as a thank you and a sign of its appreciation to all the said hard working small British business sellers, an offer such as 25% off FVF’s for a small time period or as a promotion?

It is I am sure, would be a gesture that would be greatly appreciated by all business sellers.

dave@ebay

eBay Staff

Admin2 years ago

@tommystrezures wrote:

Good afternoon everyone

As part of eBay UK’s 25th birthday celebrations (happy birthday by the way!) there have been plenty of offers and vouchers for buyers seen on the website.

As part of the celebrations I am sure eBay would wish to acknowledge the hard working small British businesses that are the backbone to eBay UK’s success.

To that end Is eBay considering as a thank you and a sign of its appreciation to all the said hard working small British business sellers, an offer such as 25% off FVF’s for a small time period or as a promotion?

It is I am sure, would be a gesture that would be greatly appreciated by all business sellers.

Hi @tommystrezures

I haven't seen the schedule for the upcoming vouchers and offers but I'll pass the FVF suggestion back to the trading team. I dont know if its something they have in the pipeline but I'll check to see if there's any planned and share anything I can with you when I have more information.

Thanks,

Dave

stamp_hammer

·2 years ago

Hi.

I've got an ongoing technical issue where order discount promotions don't display a banner on my listings or show correctly in the 'Sale' tab on my shopfront.

I raised this with customer services 3+ months ago and have had no resolution. I've contacted CS several times since and they say they will get back to me, but I've heard nothing each time.

Can you help me find out what is going on? These are some of the chat numbers: SR-1-476276082891 SR# 1-476276082891

Thanks

marco@ebay

eBay Staff

Admin2 years ago

@stamp_hammer wrote:

Hi.

I've got an ongoing technical issue where order discount promotions don't display a banner on my listings or show correctly in the 'Sale' tab on my shopfront.

I raised this with customer services 3+ months ago and have had no resolution. I've contacted CS several times since and they say they will get back to me, but I've heard nothing each time.

Can you help me find out what is going on? These are some of the chat numbers: SR-1-476276082891 SR# 1-476276082891

Thanks

Hi @stamp_hammer, thanks for your question.

Yes, absolutely. I wouldn't be able to look into this for you straight away, but I can definitely look into after the chat. Could you please create a thread on this in the technical issues board here, and I will follow up with you there. 👍

Thank you,

Marco

elsie-louises-emporium

·2 years ago

Hello

Is there any update on the Instagram Link issue?

Kind regards

Elsie

anita@ebay

eBay Staff

2 years ago

@elsie-louises-emporium wrote:

Hello

Is there any update on the Instagram Link issue?

Kind regards

Elsie

Hi @elsie-louises-emporium , thanks for your post.

I actually asked if you could create a thread on this and tag me, also potentially share the video of your experience (see here) so we can investigate this for you. If you could do that please, that would be great. The reason I am asking this is because you wouldn't be able to respond to a weekly chat with additional information after the chat is closed.

Thank you,

Anita

elsie-louises-emporium

·2 years ago

Hi @anita@ebay

Sorry I used this chat for the first time last week. Where do I start a thread? Also I cannot make a video as I do not want to share the details of the charity it incorrectly links me with.

I have been posting to Facebook and Pinterest daily. Looking at the analytics I am getting item views from Facebook so would really like to link with Instagram.

Kind regards

Rebecca

anita@ebay

eBay Staff

2 years ago

@elsie-louises-emporium wrote:

Hi @anita@ebay

Sorry I used this chat for the first time last week. Where do I start a thread? Also I cannot make a video as I do not want to share the details of the charity it incorrectly links me with.

I have been posting to Facebook and Pinterest daily. Looking at the analytics I am getting item views from Facebook so would really like to link with Instagram.

Kind regards

Rebecca

@elsie-louises-emporium , thanks for your reply.

No worries, you can start the conversation here .

Thank you,

Anita

darth_baggins

·2 years ago

What's the point in paying extra to feature listings when the results show like this?

My item is fourth in the list but for some reason you show less than half of the photo and title, with acres of unused space on the right of the screen?

anita@ebay

eBay Staff

2 years ago

@darth_baggins wrote:

What's the point in paying extra to feature listings when the results show like this?

My item is fourth in the list but for some reason you show less than half of the photo and title, with acres of unused space on the right of the screen?

Hi @darth_baggins , thanks for your post.

Promoted listings would appear in different places on eBay, including search results, product detail pages, 'Picked for you' section etc. It may show your listing as a 4th in one of the searches and as a 1st listing in another search, depending on the buyer's search and other criteria.

Thank you,

Anita

darth_baggins

·2 years ago

Thanks. Did you even read my question and look at the image?

The fourth item in the list (any fourth item) is cut in half where there is loads of space to show the whole image.

My question wasn't regarding where featured listings are shown, or what position my items come. It was regarding the fact that eBay are showing less than half of the image and title of any item in fourth place.

So in simpler terms so maybe this time you can understand - why is eBay cutting images in half on promoted listings?

anita@ebay

eBay Staff

2 years ago

@darth_baggins wrote:

Thanks. Did you even read my question and look at the image?

The fourth item in the list (any fourth item) is cut in half where there is loads of space to show the whole image.

My question wasn't regarding where featured listings are shown, or what position my items come. It was regarding the fact that eBay are showing less than half of the image and title of any item in fourth place.

So in simpler terms so maybe this time you can understand - why is eBay cutting images in half on promoted listings?

@darth_baggins , thanks for your reply.

My answer referred to your question explaining why sellers are paying for featured ads, explaining that the reason is because they show in different places on eBay, meaning there is more chance for buyers to see them and sell. Your item may show as a 1st one and have a full photo for this specific section, it may show on different places, like eBay's search with a full photo. Please also note that you are not paying if your item does not sell or buyer has not clicked on it, so you are actually not paying anything if buyer has not seen your listing. The site design is also changing, so this may change in the future.

Thank you,

Anita

johannadee

·2 years ago

Twice in the last week I have had bidders blocked by my buyer requirements for too many unpaid items, and appearing on the activity log, then go on to successfully bid and buy the same item on the same day. How is this possible? How are buyers circumventing this useful piece of seller protection? I have not exempted them - my exemption list is empty. I know they are the same buyers because their Member Since date is the same, their feedback score is identical on the day and they are bidding on the same item on the same day. It cannot be a coincidence. You may say, well they paid this time so it doesn't matter. But it does. One of these transactions has resulted in me getting my only and entirely unjustified negative feedback, from a buyer who claims to have been unhappy or disappointed on seven out of her last ten feedbacks, though only mine and one other on red dots - the other complaints were left on green dots. I know the feedback doesn't strictly have anything to do with unpaid strikes, but it may indicate a problem buyer, and if the system had worked as it should I would not have the negative. The item numbers which slipped through the buyer requirements net are 145863305678 and 145859708421.