Locked
Discussion interactions are currently paused.
Weekly Chat with the eBay Community Team- 11.10.23 @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 @marco@ebay and @anita@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
messier44000
·2 years agoWhen editing products, I am finding they are being opted back into GSP (Yes including USA) . Some of our brands are not permitted to be sent out of the UK. Yet eBay seems to think otherwise. Last time I mentioned this to support, their reply word word word was "Oh, we hadn,t thought of that"
eshopforce01
·2 years agoHi,
- It would be nice to give a "nickname" to each of our payment cards (ex: personal, wife, business,...)
- The variation exploit is still going crazy on eBay. Many sellers are still abusing it, avoiding a lot of fees, and building unfair and unbeatable listings.
By doing so, they are enjoying a very good ranking position in the eBay algorithm, saving a lot of money on fees, making a lot more money on repeat/bundle sales, and saving many hours of work by not creating a listing for each and every single listing...
This is getting ridiculous.
- Are we allowed to add text to the main picture to attract buyers?
Thank you
Thank you
marco@ebay
Hi @eshopforce01, thanks for your post.
Thanks for your feedback, I will pass that on, so they can be taken into consideration for future updates.
If you see anything a seller and or listing that is against our policies, please issue a report here for listings, and here for sellers.
Regarding the text on photos, photos can't have added borders, text, or artwork.
Thank you,
Marco
treetopsminicottages
·2 years agoOn the summary page the old purchases, hidden, from 2021 have reappeared again.
Earlier this week the summary defaulted to purchases from the last 60 days and showed only non hidden purchases.
However, today it has returned to the default of show 'all'. Having had this problem for the past couple of weeks will there be a permanent fix for this issue?
marco@ebay
Hi , thanks for your question.
This is an ongoing issue from our end, I will report that your account is being impacted. We are currently working on this, so it can be resolved.
Thank you,
Marco
jamjartoys
·2 years agoHi - I know this is a regular topic on here and the response will be alogorithms etc but wanted to flag Estimated Delivery times again. Its Wednesday the 11th and I have extended the handling time to 2 days for all my listings despite posting daily; with a cut off of 9am. Yet the estimated delivery time for all my items is Friday the 14th to Saturday the 15th. They can't possibly get there the same day that I am committed to post them which is not helpful in managing customer expectations. The anticipated delivery date mechanism just isn't fit for purpose, so why doesnt anyone at ebay listen to the feedback?
Thanks. David
marco@ebay
Hi @jamjartoys, thanks for your post.
This has been reviewed, and this is working as designed. However, happy to pass your feedback on, so this can be taken into consideration for future updates.
Thank you,
Marco
jamjartoys
·2 years agoThanks Marco for your reply - surely no one would design a system to show delivery dates the same as the dispatch date and then defend it? does the scenario I explained make any sense to you? This comes up on here nearly every week - Just imagine if you guys actually fixed the problem - you would have a life where you have no more discussions about delivery times; that has to reduce the stress levels 👻 Thanks. David
simas-stuff
·2 years agoWhy has the postage label page become so clunky?
Im buying postage not paying for a small cabin bag on easyjet! The padded envelope option is missing all the weight options as it displays only 2 when there are 4 for royal mail making it easy for a novice to overpay for their postage.
You show two weight scales, up to 100g & up to 750g when there should be four, 100g, 250, 500g & 750g.
Your changes have made the postage page clunky & time consuming!
Please sort out the untold problems there are with the site before making changes that are unnecessary and unhelpful.
marco@ebay
Hi @simas-stuff, thanks for your post.
I will make sure to pass your feedback on, so this can be taken into consideration for future updates.
Thank you,
Marco
boundarycoins
·2 years agoI listed an item for sale yesterday evening and I noticed when I search my account that the listing is not visible. The listing also does not appear by copying and pasting the exact title into eBay's search.
The item number is 314880923139.
Please can you let me know what the reason for this would be so that I can either fix it or just take the listing down.
I noticed when I did a search for that product on eBay terapeak that it automatically filters results for 'very good' so my initial assumption was that as my listing is graded good, eBay don't want it and are hiding.
Either that or it is something else such as that the item has 'sword' in the title.
As you can see this is a cheap £5.99 listing and my eBay shop is thin as I haven't been listing. I have better things to do than second guess why some items aren't being seen. I echo some of the issues Louisianna has cited above as reasons why I have switched my focus from eBay to elsewhere as I am dissilusioned with the site at the moment. When I take the time to make a listing live and it is invisible to buyers it seems like a complete waste of time.
marco@ebay
Hi @technthread, thanks for your post.
Sometimes, it can take up to 48 hours for the item to be visible. If after the full 48 hours of the item being listed, the item is still not visible, please create a thread on this on one of our boards, and we will help from there.
Thank you,
Marco
goingfishinguk
·2 years agoGood afternoon
Can I please ask why eBay..
1) Encourage buyers to open INR cases at the earliest opportunities by sending messages?
2) Why eBay punish sellers with 'strikes' on their service metrics for INR cases that are opened even when tracking shows delivery PRIOR to the case being opened?
3) Why eBay allow buyers to even open INR cases when tracking shows delivery?
Many thanks.
marco@ebay
Hi @goingfishinguk, thanks for your post.
1.- This because as a buyer, the sooner you get your case resolved, the better your buying experience is.
2.- If an item is dispatched and delivered within the correct time frames, you won't receive a defect. If you did, you can request a removal for that defect.
3.- As you may know, sometimes tracking information show items as delivered, but sometimes buyers reports that they haven't received them. While we go with the tracking information, we still let them open a case, so they can communicate with their seller, and try to work something out if at all possible.
Thank you,
Marco
goingfishinguk
·2 years ago2.- If an item is dispatched and delivered within the correct time frames, you won't receive a defect. If you did, you can request a removal for that defect. <--- This simply NOT true. As soon as anyone opens a INR case against you regardless of fault you get a defect. Your polices state the only punishment for this is longer postage times. However anyone here from last year knows for certain these service metrics if you are very high put restrctions on your selling, even if eBay do not say they do. So again why does eBay put defects on your service metrics for caes opened even when tracking shows delivered? It's simply not fair. Also to add I've never had any removed as such suggest even when I've asked CS on many occasions.
3.- As you may know, sometimes tracking information show items as delivered, but sometimes buyers reports that they haven't received them. While we go with the tracking information, we still let them open a case, so they can communicate with their seller, and try to work something out if at all possible. <-- again not really a vaild reason considering how damaging these defects can be. Why don't eBay message the buyer to suggest sending the buy a private message INSTEAD of insisting they open a case? Surely this is a better way to communicate without any portion of blame towards the seller. It's pointless allowing a buyer to open a INR case if the tracking shows delivered as eBay only use that info in deciding how the case goes. So if tracking says delivered even if the buyer says it has not then eBay always side with the seller. SO like I said allowing them to open a case only leads to an unfair defect and poor buyer-seller environment, which is exactly what you state you are trying to stop... thanks. Kind regards.
marco@ebay
Thanks for your reply, @goingfishinguk.
If you wish, you can review our appeal defect policies in full here.
Regarding the 3rd point, I totally understand where you are coming from. However, the buyer is entitled to file a case if they wish to.
Thank you,
Marco
louisianna
·2 years agoMy Ebay account and business Click and Drop account with Royal Mail are linked, and usually the tracking number automatically updates. However, a number of my items this is not happening. I have contacted Royal Mail and this is their reply. So, it seems to be an issue with Ebay. Please can you help?
Thank you for your email and please accept my apologies for any inconvenience caused and for the late response to your email.
‘We will attempt to mark your orders as despatched in your eBay store every 60 minutes between 09:00 and 17:00, and every 105 minutes between 17:00 and 09:00, this should only happen after manifesting. There may sometimes be occasions when eBay has not responded to our attempts to update the status of your orders. If this occurs to one of your orders, Click & Drop will automatically attempt to send the request again after 4 hours. ‘
marco@ebay
Hi @louisianna, thanks for your post.
Normally, these updates would come from the Royal Mail website, if they are not being reflected on your eBay account, the issue is more than likely from Royal Mail's end. However, happy to report this for you just in case and to be safe that this issue is not from our end, if you share a few screenshots and items number, so we can replicate this issue, I will report it to our tech team, so they can have a look.
Thank you,
Marco
louisianna
·2 years agoThanks Marco
None of my orders have updated this week, Ive attached a screenshot of some orders sent on 9th.
marco@ebay
Thanks, @louisianna.
I will report this for you now, and I will update you here when the tech team gets back to me on this.
Thank you,
Marco
marco@ebay
Hi @louisianna,
This is currently under review. However, we would need you to please provide the tracking numbers for the transactions you reported to me here. Please note that this chat is closed, so you won't be able to reply here. However, feel free to send the tracking number for the transactions in question via DM, and I will pass them onto the tech team.
Thank you,
Marco
marco@ebay
Hi @louisianna,
A quick update on the above, this is now resolved as per our technical team. So, going forward this shouldn't be happening again. If you see this again, please log out of your account, clear the caches and cookies of your browser (We also recommend using Chrome), and then log back in. If the issue persist, please let us know.
Please note that this chat is closed, you might not be able to reply here.
Thank you,
Marco
louisianna
·2 years agoHi, I ask this question out of genuine concern not to be critical.
I have been trading on Ebay for 22 years, and never has it been so bad.
My question is how do we as sellers get the powers that be at Ebay to listen to us?
If you look at the business seller board, there are loads of established sellers who feel they cannot continue to trade on Ebay for much longer due to the lack of sales. Lots have said they will be closing down on here.
But as sellers we can see why things are so bad.
*Buyers get annoyed at false promises of ridiculous delivery times.
*Sellers are being forced to advertise to get their items seen, but when you sell low cost items this is not viable. Suggested rates for lots of my items are around 12.5%. I would be in major deficit to pay these rates. And no one would buy if I increased my prices to cover that amount.
*Underhanded sellers are making variation listings starting at 99p or a silly low price with a product they do not have in stock, so that they show in the lowest price sort.
* Search does not work properly. Someone commented the other day it’s like Ebay hide our products under the counter so no one can see them.
But when we raise these issues, we just get copied and pasted replies. It feels like we are beating our heads against a brick wall. So please what can we as small business owners do to tell Ebay what we need in order to keep trading.
Personally, I am down around 50% on previous years. I cannot continue to trade if this trend does not change. I’ve done all the things suggested to me – ending dead listings, making new listings, checking all the item specifics etc. I am paying for ads on 90% of my items. Nothing works.
Thank you
marco@ebay
Hi @louisianna, thanks for your post.
I see where you are coming from, I will be happy to pass your feedback on, so this can be taken into consideration. Please note that it is within eBay's best interest that all sellers are selling, so we wouldn't take any actions could potentially affect sellers sales. Historically, this is a relative quiet period in terms of sales, as most buyers are saving for Christmas or waiting for Black Friday sales.
Having said this, please feel free to share any feedback you may have at any time and we will make sure to pass it on.
Thank you,
Marco
louisianna
·2 years agoThanks Marco,
I would greatly appreicate it if you would share it.
Unforturnately this has been the case since early this year.
goingfishinguk
·2 years agoHi, sales are absolutely terrible and the economy or time of year seems to be having little impact on the other platforms I sell on so I assume it's down to eBay.
I seem capped at 25 sales per day (yes I have the data to back that up,) no matter what I do. I've followed all the advice, watched all the videos, cleaned my cache etc etc etc and nothing seems to work. Like I said the other selling platforms are fine.
On the forums this 'hiding' of listings (yes I've proof of it - please take my word for it as producing screen shots here seems to do little positive) and problems with the search facility (many posts here about it and on the newer Expressions platform seem to be the problem.
So my question is are eBay going to fix the search facility or leave it as it is?
If it's the latter a great number of sellers will leave as already outlined in many forum posts here. Many thanks.
marco@ebay
Hi @goingfishinguk, thanks for your question.
It is within eBay's best interest that all sellers are selling as much as they can, if we spot something that could potentially be affecting sales, we would take actions as soon as possible. However, we have no reports of an specific issue that is affecting sales.
Thank you,
Marco
goingfishinguk
·2 years agoHi Marco.
I've stated in my post what was affecting sales, capped at 25 sales, hidden listings and the search facility now working like it used to. These things are reported all over these forums.
Regards
Anonymous User
·2 years agoGood afternoon!
(On my other account) A buyer bought 7 items last night. They paid for 6 together and one separately (the 2 orders were paid for a couple of minutes apart).
My postage is set to pay full price for 1 item + 60p for every extra item, with a total cap at £2.90.
The 6 items showed postage at £2.90 - correct price.
However, the item paid for separately showed 60p postage - which was incorrect, the postage on this item was just over twice that price.
I did wonder if, although the buyer paid separately, it was picked up automatically that the 7 items were one transaction ... but in that case postage should have been 'free' for the single item.
Also I was charged the 30p fixed fee on each order, so it was obviously treating them as 2 sales.
So, why was the buyer only charged 60p (my '+ each extra item' price) instead of the full postage?
My main worry here is that if she had paid for each of the 7 items separately, but still got the postage discount, she would have paid 2.90 postage, and I would have been hit with and extra 1.80 in fixed fees, leaving me well out of pocket.
Surely the postage discount should only apply when items are paid for in one go?
marco@ebay
Hi @kempseykate, thanks for your post.
If you share with me a screenshot of the wrong postage charged to your buyer, and the item number, I can report this to our IT, so that can be reviewed.
Thank you,
Marco
Anonymous User
·2 years agoDM sent, thank you!
marco@ebay
Thank you, @kempseykate.
I will report this for you, and update you here when the tech team gets back to me on this.
Thanks,
Marco
marco@ebay
Hi @kempseykate,
Just an update on the above. After review, we were able to confirm that there are no technical issues with these transactions. This is because the order got split into two because the 6 items in the first order had a promo shipping method and the item in the single item order did not have that promotion.
The shipping cost 0.6 was set before the order split.
Please note that since this chat is no longer open, you might not be able to reply here.
Thank you,
Marco
rodsretros
·2 years agoHi ebay community team, can you please find out what is going on with the Black-Friday 20% Seller Invite. I have spent all morning talking to various customer service representatives from ebay who had no clue why the link sent by ebay wasnt working. Only to be told at the end that lots of Sellers are now reporting this....this seems to have been fixed by the Backend Promotions team....only to find Zero Invites in the coupon Portal? I think somebody in this team (or maybe all of them) have been asleep.
It does not bode well for the actual sale itself!
Thanks
Rod
marco@ebay
Hi @rodsretros, thanks for your question.
I will escalate this with the promotions team, and I will provide you with an update here as soon as I hear baack from them.
Thank you,
Marco
marco@ebay
Hi @rodsretros,
Just a quick update on this, I've been informed that your account has pending actions to be resolved before you can log into the portal. In this scenario, you would need to contact our customer service team to get that sorted, and then the promotions/marketing team can help you log into the portal. While we would love to help over here, unfortunately we are not able to take actions in this kind of scenarios over this boards.
Please note that this chat is closed, so you will not be able to reply here.
Thank you,
Marco
rodsretros
·2 years agoHi ebay community team, firstly I am not looking for any legal advice or support.
I just want ask what steps ebay is taking to make sellers aware of the HUGE FLOOD of U.S LAWSUITS being brought against genuine ebay sellers, it seems mainly those that are signed up to ebays Global Shipping Programme and allowing their products to be sold in America.
These U.S Cowboy Lawyers are raising Intellectual Property Rights Cases over everything and anything (including words in descriptions) to scare people into paying them or they will get ebay to close their accounts. As a result 1000s of sellers have TURNED OFF U.S sales on their G.S.P settings to prevent further extortion.
I would like to know ebays response to losing a huge volume in sales to the U.S from sellers all over the world?
Thanks
Rod@RodsRetros
marco@ebay
Hi @rodsretros, thanks for your post.
We are not legal experts, so we wouldn't comment anything on the legal side of things.
Thank you,
Marco
rodsretros
·2 years agoHi Marco@ebay , thank you but I DID state I DO NOT want any legal advice or support.
I would like to know if ebay is making an announcement to let sellers know....or are they happy to lose lots of sales.....and shut down genuine sellers because of a U.S loophole?
Thanks
Rod
marco@ebay
Thanks for your reply, @rodsretros.
I understand you didn't ask for legal advice or support. However, we still wouldn't comment on the legal side of things.
Thank you,
Marco