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Weekly Chat with the eBay Community Team- 15.05.24 @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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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

31 comments

2ndlifetreasuresuk

·2 years ago

Hi Dave & Marco

Do you know if there is anymore info about the Listing Quality Report?

I have been trying to access it and it has been missing from my performance tab for quite a while now.

I have seen sellers talking about it on YouTube, but when I called customer services yesterday they had no idea what I was talking about. I was told that it was probably a feature that had been removed.

Any information you have would be a massive help as I used to use this report a lot.

Thanks in advance for your help.

dave@ebay

eBay Staff

Admin2 years ago

@2ndlifetreasuresuk wrote:

Hi Dave & Marco

Do you know if there is anymore info about the Listing Quality Report?

I have been trying to access it and it has been missing from my performance tab for quite a while now.

I have seen sellers talking about it on YouTube, but when I called customer services yesterday they had no idea what I was talking about. I was told that it was probably a feature that had been removed.

Any information you have would be a massive help as I used to use this report a lot.

Thanks in advance for your help.

Hi @2ndlifetreasuresuk

There was an issue with the LQR and it was removed from the Hub. At the moment I dont have an update as to when it will be be fully available to sellers again, its still open with the technical team.

I'll raise it at the next tech meeting to see if I can get an update.

Thanks,

Dave

mysterious_cities_of_mold

·2 years ago

For the last month or so, I have been receiving the new format best offer emails. A lot of the emails are missing the picture showing a blank box instead as shown in the images below.

It appears to be a problem with the picture URL which is in the format of -

and can be fixed by adding a dot before the jpg at the end like this -

Please can you inform the technical team about this as it is pretty irritating not having the image shown in the emails!

marco@ebay

eBay Staff

Admin2 years ago

@mysterious_cities_of_mold wrote:

For the last month or so, I have been receiving the new format best offer emails. A lot of the emails are missing the picture showing a blank box instead as shown in the images below.

It appears to be a problem with the picture URL which is in the format of -

and can be fixed by adding a dot before the jpg at the end like this -

Please can you inform the technical team about this as it is pretty irritating not having the image shown in the emails!

Hi @mysterious_cities_of_mold, thanks for this.

Very helpful the way this was shared, I will flag it now with the tech team, so they can review this.

Thank you,

Marco

marco@ebay

eBay Staff

Admin2 years ago

@mysterious_cities_of_mold wrote:

For the last month or so, I have been receiving the new format best offer emails. A lot of the emails are missing the picture showing a blank box instead as shown in the images below.

It appears to be a problem with the picture URL which is in the format of -

and can be fixed by adding a dot before the jpg at the end like this -

Please can you inform the technical team about this as it is pretty irritating not having the image shown in the emails!

Hi @mysterious_cities_of_mold, thanks for this.

Very helpful the way this was shared, I will flag it now with the tech team, so they can review this.

Thank you,

Marco

eshopforce01

·2 years ago

Hello,
In the video games category, would it be possible to add a category for bundle?
Thank you

dave@ebay

eBay Staff

Admin2 years ago

@eshopforce01 wrote:

Hello,
In the video games category, would it be possible to add a category for bundle?
Thank you

Hi @eshopforce01

I know there used to be an option to select a bundle in the specifics but it look like it may have been removed.

I'll pass this request back to the site team to see if it can be rolled out for the games category. It might be something they can add to future updates.

Thanks,

Dave

eshopforce01

·2 years ago

Hello,

I recently participated in a 1 on 1 session at the Ascot Roadshow. During the session, I posed a question and was informed that I would receive a follow-up email with the answer. However, I have yet to receive any communication regarding this matter.

Could you kindly provide an update?

Thank you for your assistance.

Best regards,

marco@ebay

eBay Staff

Admin2 years ago

@eshopforce01 wrote:

Hello,

I recently participated in a 1 on 1 session at the Ascot Roadshow. During the session, I posed a question and was informed that I would receive a follow-up email with the answer. However, I have yet to receive any communication regarding this matter.

Could you kindly provide an update?

Thank you for your assistance.

Best regards,

Hi @eshopforce01, thanks for your question.

Since we didn't attend to the event in question, we wouldn't handle this information nor we wouldn't provide updates on them. However, I will pass this to the team that attended the event to let them know about this, so they can follow this up with you.

Thank you,

Marco

louisianna

·2 years ago

You recently sent me a message re EDD and the shipping team, but you dont seem to have picked up my response.

dave@ebay

eBay Staff

Admin2 years ago

@louisianna wrote:

Hi dave@ebay

You recently sent me a message re EDD and the shipping team, but you dont seem to have picked up my response.

Hi @louisianna

Apologies if I missed your response, Ill check it after the chat and get straight back to you.

Thanks,

Dave

contessa35

·2 years ago

Hello, hopefully not a stupid question, but...

Recently, a seller I'd just bought an item from contacted me very apologetically to say that they'd been unable to find it, and so had cancelled the sale and issued me a full refund (which arrived quickly). Fair enough. I noticed the reason given in the cancellation notes was words to the effect of "buyer asked to cancel" and wondered at this, as I didn't cancel my purchase - the above message from the seller was the first I knew of it, or that there was any problem.

It reminded me of a near-identical cancellation from a completely different seller, which had happened in the last 6 months or so - the first I knew of it was her apologetic message to say she'd thought she had one item left in stock but found she didn't, so she'd cancelled the sale and issued a full refund (which I quickly received), but she too had indicated to the system that I'd asked for the cancellation - again, I knew nothing about it until I received notification of the cancellation, which had already been made.

Is "buyer asked to cancel" the only reason sellers are able to enter when they cancel a sale due to not having the item available? I wondered if them using this reason has any negative on my account's standing, as a buyer? I don't sell, so have no idea about this.

Thanks.

marco@ebay

eBay Staff

Admin2 years ago

@contessa35 wrote:

Hello, hopefully not a stupid question, but...

Recently, a seller I'd just bought an item from contacted me very apologetically to say that they'd been unable to find it, and so had cancelled the sale and issued me a full refund (which arrived quickly). Fair enough. I noticed the reason given in the cancellation notes was words to the effect of "buyer asked to cancel" and wondered at this, as I didn't cancel my purchase - the above message from the seller was the first I knew of it, or that there was any problem.

It reminded me of a near-identical cancellation from a completely different seller, which had happened in the last 6 months or so - the first I knew of it was her apologetic message to say she'd thought she had one item left in stock but found she didn't, so she'd cancelled the sale and issued a full refund (which I quickly received), but she too had indicated to the system that I'd asked for the cancellation - again, I knew nothing about it until I received notification of the cancellation, which had already been made.

Is "buyer asked to cancel" the only reason sellers are able to enter when they cancel a sale due to not having the item available? I wondered if them using this reason has any negative on my account's standing, as a buyer? I don't sell, so have no idea about this.

Thanks.

Hi @contessa35, thanks for your question.

Not a silly question at all. Sellers have different options to choose from when cancelling an order, they have an out of stock, problem with the buyer's address, buyer asked to cancel, just to mention a few of them. However, if you didn't ask for the order to be cancelled, and it was cancelled anyway, those transactions are automatically flagged. And no, your account is not impacted in any way if one of your orders is cancelled under that reason, no matter the circumstances..

If you wish, you can also report the seller here under the reason The seller has violated one of eBay’s policies and then Seller doesn’t want to complete the sale.

Thank you,

Marco

contessa35

·2 years ago

Thanks Marco, it's interesting to hear that the sellers have other options to use as the reason for cancellation, including one that fits my situation better than the one they chose, but also a relief that it won't affect my account anyway!

Thanks for the link. I won't report the seller, as it seemed to be a genuine error on their part (that they couldn't find the item). They were perfectly pleasant about it and didn't delay in proactively refunding me everything I'd spent (the same applies to the other seller in the earlier situation). So no lasting harm done to me aside from a temporary disappointment in not getting the item I'd thought I'd bought.

marco@ebay

eBay Staff

Admin2 years ago

@contessa35 wrote:

Thanks Marco, it's interesting to hear that the sellers have other options to use as the reason for cancellation, including one that fits my situation better than the one they chose, but also a relief that it won't affect my account anyway!

Thanks for the link. I won't report the seller, as it seemed to be a genuine error on their part (that they couldn't find the item). They were perfectly pleasant about it and didn't delay in proactively refunding me everything I'd spent (the same applies to the other seller in the earlier situation). So no lasting harm done to me aside from a temporary disappointment in not getting the item I'd thought I'd bought.

Thanks for your reply, @contessa35.

Yes, that's no problem, reporting is absolutely optional, but yes, you can see the different cancellation reasons here if you wish.

Have a good one,

Marco

tressygirl

·2 years ago

Good afternoon team!

Does anyone know why some / many of us who sell only to the UK, are now seeing International Postage on our listings?

Many reports of this coming through all day today.

This is what I'm seeing on all my listings, and I only post to the UK.

£14.90

£3.80 international postage

Est. delivery Sat, 18 May - Tue, 21 May to . See details

Thankfully when you click on the see details link one cannot select another country only the UK can be selected, however, I still think if buyers across the world are seeing International Postage ' available' then not being able to ( thankfully) proceed further, isn't this a disappointment / annoyance for them.

Oh, and I don't use the app, I use the faithful laptop and Chrome with no other issues.

If it is a glitch please let the tech team know asap.

If it's not please is there an explanation as to why it's there when the function of posting abroad, cannot be performed.

Thanks !

marco@ebay

eBay Staff

Admin2 years ago

@tressygirl wrote:

Good afternoon team!

Does anyone know why some / many of us who sell only to the UK, are now seeing International Postage on our listings?

Many reports of this coming through all day today.

This is what I'm seeing on all my listings, and I only post to the UK.

£14.90

£3.80 international postage

Est. delivery Sat, 18 May - Tue, 21 May to . See details

Thankfully when you click on the see details link one cannot select another country only the UK can be selected, however, I still think if buyers across the world are seeing International Postage ' available' then not being able to ( thankfully) proceed further, isn't this a disappointment / annoyance for them.

Oh, and I don't use the app, I use the faithful laptop and Chrome with no other issues.

If it is a glitch please let the tech team know asap.

If it's not please is there an explanation as to why it's there when the function of posting abroad, cannot be performed.

Thanks !

Hi @tressygirl, thanks for your post.

It looks like a technical issue to me, so I will take a further look after the chat if that's ok. However, I've already let the tech team know just to be safe. Thanks for flagging.

Marco

tressygirl

·2 years ago

Excellent, thank you @marco@ebay I'll pass that along, that it has been flagged to the tech teams, to no doubt others who will post that they're seeing this strangeness today, too.

Thanks again!

equinox-electronics

·2 years ago

Hi

So when will ebay be asking for national insurance numbers? Will it be next January if seller thresholds are met, or before that to give accounts a chance to comply

marco@ebay

eBay Staff

Admin2 years ago

@equinox-electronics wrote:

Hi

So when will ebay be asking for national insurance numbers? Will it be next January if seller thresholds are met, or before that to give accounts a chance to comply

Hi @equinox-electronics, thanks for your question.

We have no information on this at the moment, so I'm afraid I wouldn't be to share further information on this.

Thank you,

Marco

a45heaven

·2 years ago

We have no information on this at the moment, so I'm afraid I wouldn't be to share further information on this.

Thats strange ? Isnt the 'Regulatory Operating Fee' ebays reward for supplying the information to HMRC and ebay have already started taking that fee on each sale we make.

When and how can we view what info on our accounts is sent to HMRC as promised?

As you are already taking the fees for it.

marco@ebay

eBay Staff

Admin2 years ago

@a45heaven wrote:

We have no information on this at the moment, so I'm afraid I wouldn't be to share further information on this.

Thats strange ? Isnt the 'Regulatory Operating Fee' ebays reward for supplying the information to HMRC and ebay have already started taking that fee on each sale we make.

When and how can we view what info on our accounts is sent to HMRC as promised?

As you are already taking the fees for it.

Hi @a45heaven, thanks for your question.

I was asked for a date on the question above, and as advised before, we don't have that information, so I'm I'm afraid I wouldn't be able to advise anything further on it.

Thank you,

Marco

vintagewatchpart

·2 years ago

Screenshot 2024-05-15 133729.png

Last week and prior I have talked about my issues with the search engine. These issues persist.

I was left with basically there is nothing you can do and that you cannot replicate the issue so because it cannot be replicated at your end its like it doesn't exist as an issue, despite the fact many others have the same issue and I have family members who can replicate the exact issue.

I provide another example above, results are mainly irrelevant to my search query, this occurs when searching for all kinds of products.

If this is happening to me, and others and they cannot find what they are looking for correctly would this not impact sales?

What can I do or be done to resolve this issue. I continue to sell on EBay in large volumes and use it as a research tool to determine price whereas others are looking to shop and buy items that cannot be found or get lost in a sea of items they simply did not ask for.

What are the next steps please?

dave@ebay

eBay Staff

Admin2 years ago

@vintagewatchpart wrote:

Last week and prior I have talked about my issues with the search engine. These issues persist.

I was left with basically there is nothing you can do and that you cannot replicate the issue so because it cannot be replicated at your end its like it doesn't exist as an issue, despite the fact many others have the same issue and I have family members who can replicate the exact issue.

I provide another example above, results are mainly irrelevant to my search query, this occurs when searching for all kinds of products.

If this is happening to me, and others and they cannot find what they are looking for correctly would this not impact sales?

What can I do or be done to resolve this issue. I continue to sell on EBay in large volumes and use it as a research tool to determine price whereas others are looking to shop and buy items that cannot be found or get lost in a sea of items they simply did not ask for.

What are the next steps please?

Hi @vintagewatchpart

You can try refining your search using the filters on the side of the page. I searched the same term as you but it pulled a lot of other quartz watches. I used the brand filter to refine the search to just Rotary:

This cut out most of the other items and left the above.

Thanks,

Dave

vintagewatchpart

·2 years ago

Screenshot 2024-05-01 093653.png

Yes drilling down on item specific works but why if I am searching for one brand is every other brand appearing, this did not used to occur.

Example above, searching for a specific watch model, what do I do here?

I presented multiple issues to you previously which you were unable to replicate so I am getting different results to you.

I am failing to find items on Ebay then using Google instead only for it to throw Ebay listings at me that are not being shown in search.

There are hoards of users all over the place talking about drop in sales and in conjunction with this the search function is failing in multiple ways, probably not a coincidence.

If I ran Ebay and users were showing issues with search results that I couldn't replicate I would be very concerned as sales on my website would obviously be affected if there was this random bug floating around affecting users being able to find things they were looking for.

dave@ebay

eBay Staff

Admin2 years ago

@vintagewatchpart wrote:

Yes drilling down on item specific works but why if I am searching for one brand is every other brand appearing, this did not used to occur.

Example above, searching for a specific watch model, what do I do here?

I presented multiple issues to you previously which you were unable to replicate so I am getting different results to you.

I am failing to find items on Ebay then using Google instead only for it to throw Ebay listings at me that are not being shown in search.

There are hoards of users all over the place talking about drop in sales and in conjunction with this the search function is failing in multiple ways, probably not a coincidence.

If I ran Ebay and users were showing issues with search results that I couldn't replicate I would be very concerned as sales on my website would obviously be affected if there was this random bug floating around affecting users being able to find things they were looking for.

Hi @vintagewatchpart

This what I see when I match your search term:

I cant replicate the issue and in the past when I asked Tech to review they were getting similar results as I did.

I understand you are seeing different results but this can be for a number of reasons for example where you are the seller are based or any seller preferences they have set up.

I have checked the open issues to see if there is any technical issues that might cause you to see different results but there are none.

Thanks

Dave

vintagewatchpart

·2 years ago

I have no preferences set up and have not changed any.

I would imagine all the other users reporting issues with Search have not changed any of their preferences either, or you've suddenly got a tonne of peole who have unknowingly changed their settings somehow.

williabaxte7

·2 years ago

Hi all . Is it possible to report a dormant account . This seller has brought from me a couple of times about a year ago . But I have noticed his account has been unused for over a year or so . I have tried to contact him thru messages without any luck .

marco@ebay

eBay Staff

Admin2 years ago

@williabaxte7 wrote:

Hi all . Is it possible to report a dormant account . This seller has brought from me a couple of times about a year ago . But I have noticed his account has been unused for over a year or so . I have tried to contact him thru messages without any luck .

Hi @williabaxte7, thanks for your question.

Accounts without activity are automatically deactivated after certain period of times, we normally warn the account holder a couple of times before the account gets deactivated. However, there is no way for you to report an account for inactivity, since we already have a system in place for it.

Thank you,

Marco

petstation1989

·2 years ago

Is there any way eBay could make it more obvious when a customer has paid extra for next day delivery?

I let down a customer this week that paid extra for next day delivery and I didn't notice so I sent it by standard postage and it arrived late. Thankfully for me they were understanding.

Could there maybe be a filter on the manage orders page that shows the customers who've paid for a faster service?

Cheers 😎

dave@ebay

eBay Staff

Admin2 years ago

@petstation1989 wrote:

Is there any way eBay could make it more obvious when a customer has paid extra for next day delivery?

I let down a customer this week that paid extra for next day delivery and I didn't notice so I sent it by standard postage and it arrived late. Thankfully for me they were understanding.

Could there maybe be a filter on the manage orders page that shows the customers who've paid for a faster service?

Cheers 😎

Hi @petstation1989

Thanks for the suggestion, its definitely a great idea. I'll send it to the Shipping Team and ask if its something that can be worked into the hub.

Thanks,

Dave