Weekly Chat with the eBay Community Team- 11.12.25 @2pm | Chat with the eBay Community Team | eBay UK

Weekly Chat with the eBay Community Team- 11.12.25 @2pm | Chat with the eBay Community Team | eBay UK

Locked

Discussion interactions are currently paused.

Help from the Community

Chat with the eBay Community Team

Weekly Chat with the eBay Community Team- 11.12.25 @2pm

Hi everybody!

The Community Chat will open at 2pm and will remain open until 3pm Thursday. 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.

Due to a scheduling conflict we have had to move the weekly chat to tomorrow at 2pm. This will be the last chat of the year, but we be back in January as normal.

Please ask your questions in the thread below. In order to be able to answer your questions as quickly as possible, we ask you to have one question per post. Of course, you can make as many posts as you like in the Chat- the more the merrier!

Our eBay Community Team is made up of kat@ebay, marco@ebay and dave@ebay. Between us, we have knowledge in Buying, Selling, Fulfilment, Payments, and the Community itself. Anything we aren’t sure on we’ll know the people who will be! Please ask us any questions you may have and we’ll do all we can to support. We understand that certain topics, such as concerns about businesses possibly using private accounts, can be frustrating and important to you. Please refrain from asking the same question repeatedly in our weekly live chats. We assure you that we carefully review all posts in the forum and ensure that your concerns are communicated to the relevant teams for appropriate action.
To maintain a constructive and community environment, posts that repeatedly breach this guideline may be removed. Continued violations could result in further action against your community account. We appreciate your cooperation and understanding in helping us keep our community focused and respectful.

To ask your question, click Reply in the lower-right corner of this post, type your question, and click Reply between 2pm and 3pm. The community team will answer each incoming question in chronological order and will quote the original question in each answer.

Please note that any reply without a question to the community team or discussion replies may be removed from the chat. We want to keep on track to get through as many questions as possible. We welcome all discussion to be moved to the discussion boards.

If you missed the weekly chat time, please ask your question in the community boards and tag us or we will be back next week with another chat!

Many thanks,

Your eBay Community Team

community-team@ebay eBay Staff

eBay Staff

eBay Staff0 View listings

Posted 8 months ago · Edited 7 months ago·Last reply 8 months ago

45 comments

swat090346

·8 months ago

I have a private account to sell things that I don't need, I understand that if Items can go as a large letter .under 100g and costs less than £10 I can opt out of special delivery, but some of my items have been changed to this even though all these things apply, How can I change back to offering my own 2nd class large postage

marco@ebay

eBay Staff

Admin8 months ago

@swat090346 wrote:

I have a private account to sell things that I don't need, I understand that if Items can go as a large letter .under 100g and costs less than £10 I can opt out of special delivery, but some of my items have been changed to this even though all these things apply, How can I change back to offering my own 2nd class large postage

Hi @swat090346, thanks for your question.

If that is not from this account, we wouldn't be able to check. However, if the item meets the criteria, you should be able to select custom postage. Feel free to create a thread from that account and tag us, and we will be happy to take a look.

Thank you,

Marco

suelel1968

·8 months ago

Hi,

Using SD

If I as a buyer receive an empty box or a box of perfume instead of an Iphone, what form of return should i initiate?

If I was the seller in the same situation and I know i sent an Iphone, not a box of perfume what should I expect to happen next?

dave@ebay

eBay Staff

Admin8 months ago

@suelel1968 wrote:

Hi,

Using SD

If I as a buyer receive an empty box or a box of perfume instead of an Iphone, what form of return should i initiate?

If I was the seller in the same situation and I know i sent an Iphone, not a box of perfume what should I expect to happen next?

Hi @suelel1968

In a case like that it should open it as not as described. It can be escalated to the cases team and they will take any relevant action.

Thanks,

Dave

suelel1968

·8 months ago

and the second part of the question

dave@ebay

eBay Staff

Admin8 months ago

@suelel1968 wrote:

and the second part of the question

Hi @suelel1968

I wouldn't be able to say what the outcome of a case would be as I dont have all the information, you would need to speak to the cases team, and they will be able to give an answer if there were to be a case opened.

Thanks,

Dave

swat090346

·8 months ago

I am not normally able to attend the questions on a Wednesday, so thank you for changing it to Thursday this week.

In seller hub , if I tick the little boxes to select one or more orders to mark as dispatched. When I have marked them then the little boxes stay black(selected) instead of unselecting as it used to. Because If I want to do something such as leave a note or archive other orders, because the boxes are still selected it does the same to the dispatched items

marco@ebay

eBay Staff

Admin8 months ago

@swat090346 wrote:

I am not normally able to attend the questions on a Wednesday, so thank you for changing it to Thursday this week.

In seller hub , if I tick the little boxes to select one or more orders to mark as dispatched. When I have marked them then the little boxes stay black(selected) instead of unselecting as it used to. Because If I want to do something such as leave a note or archive other orders, because the boxes are still selected it does the same to the dispatched items

Hi @swat090346, thanks for your question.

Did you try using a different browser or clearing the caches and cookies of your current browser if that helps with the issue? If you have haven't I would recommend that, if you get the same issue, please let me know, so we can take a further look.

Thank you,

Marco

tinpelican

·8 months ago

Apologies, another technical issue -

I've set up a multi-buy discount for any item which falls within the Postcard category, but when I view any of my listings within that category, there's nothing to suggest on any of the listings that buyers can benefit from a discount. The multi-buy offer only appears when view your basket. Here's a few item numbers to look at:

127554817610

127540555726

127540117840

Usually, there's a banner which appears at the top of each listing if there's a multi-buy offer available, but not in this instance. The multi-buy offer has been in place for a few weeks.

dave@ebay

eBay Staff

Admin8 months ago

@tinpelican wrote:

Apologies, another technical issue -

I've set up a multi-buy discount for any item which falls within the Postcard category, but when I view any of my listings within that category, there's nothing to suggest on any of the listings that buyers can benefit from a discount. The multi-buy offer only appears when view your basket. Here's a few item numbers to look at:

127554817610

127540555726

127540117840

Usually, there's a banner which appears at the top of each listing if there's a multi-buy offer available, but not in this instance. The multi-buy offer has been in place for a few weeks.

Hi @tinpelican,

Its doing the same for me, as far as Im aware there were no changes so Ill send this over the guys in tech to look at and let you know what they come back with.

Thanks,

Dave

tinpelican

·8 months ago

@dave@ebay wrote:
Hi @tinpelican,

Its doing the same for me, as far as Im aware there were no changes so Ill send this over the guys in tech to look at and let you know what they come back with.

Thanks,
Dave

Thanks @dave@ebay , much appreciated.

jimthing

·8 months ago

Any comment re. Simple Delivery collections getting QR Code option...?

(What's silly is that if the seller uses the 'post item yourself' option (rather than 'collection'), a QR code is always given to the seller – so Ebay are removing the QR Code when seller uses the 'collection' option?! Effectively, Ebay think the collection will always take place and never fail, when clearly that's not realistic is it.)

dave@ebay

eBay Staff

Admin8 months ago

@jimthing wrote:

Any comment re. Simple Delivery collections getting QR Code option...?

(What's silly is that if the seller uses the 'post item yourself' option (rather than 'collection'), a QR code is always given to the seller – so Ebay are removing the QR Code when seller uses the 'collection' option?! Effectively, Ebay think the collection will always take place and never fail, when clearly that's not realistic is it.)

@jimthing

We work our way through the posts as they come in and reply once we have finished with the previous question.

Thanks,

Dave

swat090346

·8 months ago

Hi

In seller hub in print invoices and more why when I alter anything such as adding an address lable to the customer invoice does it always change the message from my normal message which asks buyers to contact me if there are any problems, does it change the message to Thank you for your purchse. I hope you love it? as if anyone would love a wick for an oil lamp

kat@ebay

eBay Staff

Admin8 months ago

@swat090346 wrote:

Hi

In seller hub in print invoices and more why when I alter anything such as adding an address lable to the customer invoice does it always change the message from my normal message which asks buyers to contact me if there are any problems, does it change the message to Thank you for your purchse. I hope you love it? as if anyone would love a wick for an oil lamp

Hi @swat090346

Thank you for the feedback on this. I'll share it with our relevant team to have it checked to see if it was part of a design change and follow up once I have an update.

Thank you,

Kat

tinpelican

·8 months ago

Hi team

I've just posted on the forum, a question regarding Flat Postage Rules for business sellers. I thought perhaps that I was doing something wrong with regards to using the rules as combined postage wasn't working as expected. It turns out that I'm not the only seller having this problem. Is there a glitch in the system?
--------
My original post:

I've set up a flat postage rule and applied it to all of my postage policies, assuming that, as per the highlighted text in the screenshot, buyers pay the highest postage fee, and each additional item is sent with free postage:

However, if I do a test purchase and place items in my basket which use different postal rates, it only seems to combine items which fall within the same rate. e.g. Large Letter or Letter. Based on the above, I would expect to pay one charge (the highest), and for each subsequent item to be free postage. Am I doing something wrong or am I misunderstanding how the flat postage rules work?

Here's an example of four items in my basket, two at Large Letter rate and two at Letter rate. I would expect to pay £1.80 flat rate for all four items, but instead am being charged £1.80 + £1.15:

________

Thank you!

marco@ebay

eBay Staff

Admin8 months ago

Hi @tinpelican, thanks for your post.

Yes, this was flagged with a few weeks ago. I've just checked there, and we still haven't received any updates on it, I'm afraid. Once we get an update on it, I will let you know more over here.

Thank you,

Marco

jimthing

·8 months ago

Issue: QR Codes not being issued for Simple Delivery Royal Mail collection bookings!

Thread:

https://community.ebay.co.uk/t5/Seller-Central/Royal-Mail-collection-vs-QR-code/m-p/7969447

I regularly try to use the RM free collection option on Ebay, but for at least half the time the RM postie fails to collect the item.

The problem is... Sellers do not and cannot get a QR code from Ebay for these items booked for collection, in order to be able to PRINT IN STORE any uncollected parcels at their nearest Post Office – for them to print the label!

The only option on Ebay is to print the label yourself as a seller, as Ebay are failing to add the QR Code to these RM Simple Delivery collections.

Around half my RM collections fail to take place(!), meaning I'm forced to run out the door at 4pm to take the items to my nearest Post Office branch to get them in the post. Can this please be fixed so these Simple Delivery RM collection items give sellers the option to actually PRINT IN STORE the label for collections that failed to take place by actually supplying a QR Code for them.

This is a major omission to the SD label's system, that's been an issue for months now since SD began.

dave@ebay

eBay Staff

Admin8 months ago

@jimthing wrote:

Issue: QR Codes not being issued for Simple Delivery Royal Mail collection bookings!

Thread:

https://community.ebay.co.uk/t5/Seller-Central/Royal-Mail-collection-vs-QR-code/m-p/7969447

I regularly try to use the RM free collection option on Ebay, but for at least half the time the RM postie fails to collect the item.

The problem is... Sellers do not and cannot get a QR code from Ebay for these items booked for collection, in order to be able to PRINT IN STORE any uncollected parcels at their nearest Post Office – for them to print the label!

The only option on Ebay is to print the label yourself as a seller, as Ebay are failing to add the QR Code to these RM Simple Delivery collections.

Around half my RM collections fail to take place(!), meaning I'm forced to run out the door at 4pm to take the items to my nearest Post Office branch to get them in the post. Can this please be fixed so these Simple Delivery RM collection items give sellers the option to actually PRINT IN STORE the label for collections that failed to take place by actually supplying a QR Code for them.

This is a major omission to the SD label's system, that's been an issue for months now since SD began.

Hi @jimthing

Thanks for the above, Ill pass this over to the SD to review.

Thanks,

Dave

suelel1968

·8 months ago

With regards to todays Boxing Day Simple delivery update:

Is it just a case of SD items will be updated with more delivery options?

Or will Custom items be affected in any way?

thanks

kat@ebay

eBay Staff

Admin8 months ago

@suelel1968 wrote:

With regards to todays Boxing Day Simple delivery update:

Is it just a case of SD items will be updated with more delivery options?

Or will Custom items be affected in any way?

thanks

Hi @suelel1968 ,

The change is that it will be updated to eligible listings so if there is listings that are eligible for SD that do not have SD on it they will now have SD as the postage option.

SD is only for domestic orders so should not affect customs.

Thank you,

Kat

suelel1968

·8 months ago

Hi, You misunderstood. Custom = Custom delivery.

What are the eligible items that are not already on SD? I genuinely have no clue what they are planning to do to my listings on Boxing day. it makes no sense at all.

kat@ebay

eBay Staff

Admin8 months ago

@suelel1968 wrote:

Hi, You misunderstood. Custom = Custom delivery.

What are the eligible items that are not already on SD? I genuinely have no clue what they are planning to do to my listings on Boxing day. it makes no sense at all.

Hi @suelel1968 ,

I appreciate that. Eligibility as per the SD help page.

Thank you,

Kat

suelel1968

·8 months ago

Hi, I have made two threads on the seller central boards about fraudulent listings which eBay were shamed over and had to apologise on TV last week. I have reported the listings and some have been removed and at least two have not. If Ebay is "doing everything it can", why are listings still up days after they have been reported and why are sellers with 75% ratings able to post this stuff.

Not asking you to answer the questions, just pass it on to the correct people who are doing a terrible job.

Merry Xmas to you all.

marco@ebay

eBay Staff

Admin8 months ago

@suelel1968 wrote:

Hi, I have made two threads on the seller central boards about fraudulent listings which eBay were shamed over and had to apologise on TV last week. I have reported the listings and some have been removed and at least two have not. If Ebay is "doing everything it can", why are listings still up days after they have been reported and why are sellers with 75% ratings able to post this stuff.

Not asking you to answer the questions, just pass it on to the correct people who are doing a terrible job.

Merry Xmas to you all.

Hi @suelel1968, thanks for your post.

As we always say, we are constantly reviewing these reports and taking actions accordingly. Again, if you see something wrong with those any other listings, please continue to report them. Thanks for flagging this one with us anyway.

Thank you,

Marco

truly-personalised

·8 months ago

Ebay has recently made an update which now does not show a buyer that the item has been posted when they click on tracking. I have had 3 customers this week ask why I have not posted it out yet, when I have posted it out. This is ridiculous and needs to be put back in.

kat@ebay

eBay Staff

Admin8 months ago

@truly-personalised wrote:

Ebay has recently made an update which now does not show a buyer that the item has been posted when they click on tracking. I have had 3 customers this week ask why I have not posted it out yet, when I have posted it out. This is ridiculous and needs to be put back in.

Hi @truly-personalised ,

Can you share some examples that are showing this so we can have this checked.

Thank you,

Kat

truly-personalised

·8 months ago

Here is one example

kat@ebay

eBay Staff

Admin8 months ago

@truly-personalised wrote:

Here is one example

Hi @truly-personalised ,

Thank you for this. Can you also provide the order number and will have it checked.

Thank you,

Kat

truly-personalised

·8 months ago

Here is a

nother example

kat@ebay

eBay Staff

Admin8 months ago

@truly-personalised wrote:

Here is a

nother example

Thank you @truly-personalised ,

As with my reply to your other example if you can send me the orders numbers also so I can have these checked.

Thank you,

Kat

wellingnorth

·8 months ago

In previous years in December I would have always automatically upgraded postage to help get packages through - ie 2nd class to 1st, Tracked 48 to 24.

Buyers appreciate this kind of gesture but with Simple Delivery it's not possible.

Would ebay please consider offering sellers the ability to upgrade Simple Delivery postage at their own cost after an order has been placed?

Or even better, could ebay themselves consider giving automatic free upgrades for Simple Delivery postage over the Christmas period?

marco@ebay

eBay Staff

Admin8 months ago

@wellingnorth wrote:

In previous years in December I would have always automatically upgraded postage to help get packages through - ie 2nd class to 1st, Tracked 48 to 24.

Buyers appreciate this kind of gesture but with Simple Delivery it's not possible.

Would ebay please consider offering sellers the ability to upgrade Simple Delivery postage at their own cost after an order has been placed?

Or even better, could ebay themselves consider giving automatic free upgrades for Simple Delivery postage over the Christmas period?

Hi @wellingnorth, thanks for your post.

I can see where you are coming from. However, I don't think at this stage changes around this would be made. I will pass this on anyway, so it can be taken into consideration, if it is too late for this year, it might be considered for next year. As we always say, please note that this doesn't necessarily mean that the changes will be made.

Thank you,

Marco

gengarama

·8 months ago

Hello,

Do you know what has happened to the link that allows people to directly request a callback from customer service. It now just redirects to the help home page. Was it purposefully removed? Will it be coming back?

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

kat@ebay

eBay Staff

Admin8 months ago

@gengarama wrote:

Hello,

Do you know what has happened to the link that allows people to directly request a callback from customer service. It now just redirects to the help home page. Was it purposefully removed? Will it be coming back?

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Hi @gengarama ,

Its likely due to a higher volume than normal during our peak season that the callback option is not currently showing on the link. Its usually temporary as call volumes can go through peaks and dips during this time of the year. Users can go through the regular contact us options and when on a chat service can request callbacks.

Thank you,

Kat

jamjartoys

·8 months ago

Hi team,

I’d like to flag an issue with eBay address labels.

When I purchase a standard 1st or 2nd Class (non-tracked) Royal Mail label, the system is still carrying a tracking reference across into eBay. I use these labels only for Northern Ireland, and I’ve found that postal workers there sometimes scan these items on delivery.

This creates a problem because eBay then updates the order using this scan, treating it as both the dispatch confirmation and the delivery date. As a result, the system records the item as shipped late, and I receive a late delivery defect.

Even after providing evidence during the appeals process — including the fact that the dispatch and delivery timestamps are identical — my appeals are repeatedly auto-rejected, and I end up having to speak to an advisor to get the defects removed. This has now happened on three separate occasions. The only workaround appears to be manually removing the tracking number after purchasing the label.

My question is: why is eBay attaching a tracking number to an order when a non-tracked service has been purchased?

Could you please pass this on to the shipping team?

Thanks.

kat@ebay

eBay Staff

Admin8 months ago

@jamjartoys wrote:

Hi team,

I’d like to flag an issue with eBay address labels.

When I purchase a standard 1st or 2nd Class (non-tracked) Royal Mail label, the system is still carrying a tracking reference across into eBay. I use these labels only for Northern Ireland, and I’ve found that postal workers there sometimes scan these items on delivery.

This creates a problem because eBay then updates the order using this scan, treating it as both the dispatch confirmation and the delivery date. As a result, the system records the item as shipped late, and I receive a late delivery defect.

Even after providing evidence during the appeals process — including the fact that the dispatch and delivery timestamps are identical — my appeals are repeatedly auto-rejected, and I end up having to speak to an advisor to get the defects removed. This has now happened on three separate occasions. The only workaround appears to be manually removing the tracking number after purchasing the label.

My question is: why is eBay attaching a tracking number to an order when a non-tracked service has been purchased?

Could you please pass this on to the shipping team?

Thanks.

Hi @jamjartoys ,

Although not tracked the reference number still gives delivery confirmation. Can you share some examples of orders where the reference number has been uploaded and I can share these with the shipping team.

Thank you,

Kat

jamjartoys

·8 months ago

Hi Kat,

Just to clarify — these are NON-TRACKED services (essentially the same as putting a 2nd Class stamp on the item). We use eBay labels for shipments to Northern Ireland because the Windsor Framework requires product information that eBay holds in the background. Normally, everything goes through the system without any issues.

These items should not be scanned, and no delivery confirmation is required. However, occasionally a postal worker scans the barcode on delivery, which creates a single scan event and triggers the issue within eBay.

A couple of examples are:
• 17-13738-81814
• 11-13897-53614

You’ll see that even though a NON-TRACKED option was selected, a tracking number was still carried over into eBay.

kat@ebay

eBay Staff

Admin8 months ago

@jamjartoys wrote:

Hi Kat,

Just to clarify — these are NON-TRACKED services (essentially the same as putting a 2nd Class stamp on the item). We use eBay labels for shipments to Northern Ireland because the Windsor Framework requires product information that eBay holds in the background. Normally, everything goes through the system without any issues.

These items should not be scanned, and no delivery confirmation is required. However, occasionally a postal worker scans the barcode on delivery, which creates a single scan event and triggers the issue within eBay.

A couple of examples are:
• 17-13738-81814
• 11-13897-53614

You’ll see that even though a NON-TRACKED option was selected, a tracking number was still carried over into eBay.

Hi @jamjartoys ,

I understand its non tracked but shipping have advised the reference number is used as it does give eBay delivery confirmation on the items. I will share the examples you have provided with shipping so it can be looked into further and come back once I have further details.

Thank you,

Kat

darth_baggins

·8 months ago

Can you explain why delivery estimates for 2nd class post have been changed to 'by December 27th', when yesterday they were the usually unrealistically optimistic estimates?

Surely this is a glitch?

marco@ebay

eBay Staff

Admin8 months ago

@darth_baggins wrote:

Can you explain why delivery estimates for 2nd class post have been changed to 'by December 27th', when yesterday they were the usually unrealistically optimistic estimates?

Surely this is a glitch?

Hi @darth_baggins, thanks for your post.

If you give me 1 or 2 examples, I can check that for you no problem.

Thank you,

Marco

darth_baggins

·8 months ago

396206646945

395586228652

Also discussed on the business board here so it's not just me.

https://community.ebay.co.uk/t5/Business-Seller-Board/Expected-delivery-dates-2nd-class-showing-27th-December/m-p/7970013#M341021

Thanks.

marco@ebay

eBay Staff

Admin8 months ago

@darth_baggins wrote:

Can you explain why delivery estimates for 2nd class post have been changed to 'by December 27th', when yesterday they were the usually unrealistically optimistic estimates?

Surely this is a glitch?

Thanks for that, @darth_baggins.

I was checking for you there, and this is based on your handling times. Just to confirm, this is not a glitch. If you are not happy with them, you can try updating your handling times, and then this would update accordingly depending on the changes you make, just keep in mind that they are dynamic and other factors would be taken into consideration before your buyer gets their final estimated delivery date.

Thank you,

Marco

darth_baggins

·8 months ago

Thanks. This confirms it's definitely broken.

With 5 days handling time EDD was 27th December for 2nd class but 13th-17th for 1st class.

I've changed it to 3 days and now 2nd class and 1st class both show 13th-17th. That just doesn't make sense.

marco@ebay

eBay Staff

Admin8 months ago

@darth_baggins wrote:

Thanks. This confirms it's definitely broken.

With 5 days handling time EDD was 27th December for 2nd class but 13th-17th for 1st class.

I've changed it to 3 days and now 2nd class and 1st class both show 13th-17th. That just doesn't make sense.

Thanks for your reply, @darth_baggins .

You are actually confirming it is working alright, after changing your handling times, you are saying you are posting before the cut off time for Royal Mail, which is the 17th of December, so that's why you are getting those dates. If you were to push back those dates, you would get an extended date, obviously.

Thank you,

Marco