Weekly Chat with the eBay Community Team- 15.10.25 @2pm | Chat with the eBay Community Team | eBay UK

Weekly Chat with the eBay Community Team- 15.10.25 @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- 15.10.25 @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 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 9 months ago · Edited 9 months ago·Last reply 9 months ago

38 comments

vvsl10

·9 months ago

I recently had to cancel six of my presale orders this month and it appears that these cancellations are now impacting my performance review. For context, I previously spoke with an eBay customer service agent named Fabian on 10/10/2025 via eBay chat regarding these presale orders, as I was unable to generate postage labels once 30 days had passed. The agent confirmed that the Presale Policy has not yet been integrated into the Simple Delivery program, which allows for shipping within 40 business days.

Based on their advice, I cancelled the orders, relisted the items, and notified the buyers accordingly. All buyers were given the opportunity to repurchase their items at a discounted price. However, it now seems that these cancellations are being flagged as seller faults.

I have tried requesting that the 'defects' be removed, but each request has been swiftly rejected. This is very frustrating, as my Seller Performance is now going to be significantly affected because of this situation. I thought I have done everything right by following the eBay customer agent's advice but apparently I've done something wrong. Do I have any recourse for this?

kat@ebay

eBay Staff

Admin9 months ago

@vvsl10 wrote:

I recently had to cancel six of my presale orders this month and it appears that these cancellations are now impacting my performance review. For context, I previously spoke with an eBay customer service agent named Fabian on 10/10/2025 via eBay chat regarding these presale orders, as I was unable to generate postage labels once 30 days had passed. The agent confirmed that the Presale Policy has not yet been integrated into the Simple Delivery program, which allows for shipping within 40 business days.

Based on their advice, I cancelled the orders, relisted the items, and notified the buyers accordingly. All buyers were given the opportunity to repurchase their items at a discounted price. However, it now seems that these cancellations are being flagged as seller faults.

I have tried requesting that the 'defects' be removed, but each request has been swiftly rejected. This is very frustrating, as my Seller Performance is now going to be significantly affected because of this situation. I thought I have done everything right by following the eBay customer agent's advice but apparently I've done something wrong. Do I have any recourse for this?

Hi @vvsl10 ,

We are unable to take action or remove defects on accounts here on the community. It will have to be followed up with customer support to check the detail of the conversation on the 10th of October to advise of the reason chosen for the cancellations.

There is currently a contact with customer support following up your appeal from today so they will need some time to go through the details and then will contact you with the outcome.

Thank you,

Kat

randalbond

·9 months ago

Hi, my order GPC on Royal Mail site shows as delivered to the wrong address, neighbouring block of flats. I went there, and nobody admitted receiving it. Where do I stand if tracking says "delivered"? What to do if seller refuses refund? They haven't replied to my message. I know that ebay INR cases are decided automatically, so not sure what to do.

Thank you.

kat@ebay

eBay Staff

Admin9 months ago

@randalbond wrote:

Hi, my order GPC on Royal Mail site shows as delivered to the wrong address, neighbouring block of flats. I went there, and nobody admitted receiving it. Where do I stand if tracking says "delivered"? What to do if seller refuses refund? They haven't replied to my message. I know that ebay INR cases are decided automatically, so not sure what to do.

Thank you.

Hi @randalbond ,

If the proof of delivery is showing an incorrect address( not the address on your order) provide this detail in the INR case. If the case gets auto closed with the proof of tracking then appeal the case by contacting customer support.

Thank you,

Kat

Thank you,

Kat

ducatimondo

·9 months ago

Good afternoon team,

A few things in one post, as they are all related anyway.

The Royal Mail integration for showing when items are delivered or not does not work.

See image below:

Is it a Royal Mail issue or an eBay issue?
This does not help when trying hard to maintain good relationships with buyers and also does not help when trying to solve and close cases.

Second issue on same order, item ordered on evening of Wednesday 8th Oct, so can't post till Thursday 9th; which we did.
eBay shows tracking number provided by us at 3.38am. It was not, this is the timing issue with shipping that we have asked eBay for help before, but they refused to acknowledge there is an issue.
According to our Royal Mail account, the label was created at 10.32am, then a little time for the Royal Mail to update with eBay and that will say there is a 7 hour time difference between what is happening and what eBay shows as happening. That is because there is a clock in California affecting the delivery estimated, same as I have said for more than 2 years. There, right exactly there is the evidence that IS what is happening

This leads to the "estimated delivery" time being shortened by eBay, as according to the eBay IT, it was posted more than 5 hours before we even open.
But it will also affect the same day posting cut off times too.
So there is definitely 100% an issue that needs solving, even though you will say it is working as expected!!

That item was listed as being sent with Royal Mail 48m which is 2nd class post with a VAT element to the postage price. That is a 2-5 working day service according to what Royal Mail tell me, with a delivery aim of 2-3 days.

When you look, it says post by 9th, which we did and it shows an estimated delivery time of Friday 10th - Saturday 11th
That is 1-2 days and Royal Mail don't delivery most Royal Mail 48 items on Saturday's either.

So again, it clear to anyone with a brain in their head that it is NOT working properly.

Then we have a case opened saying it not delivered. We checked the tracking and it is now delivered, but we can't get the case to recognise that is the integration is not working!!

And now the finale, Royal Mail were fined £21 million by Ofcom again today for continually failing to meet their delivery targets for 1st class, 2nd class, RM24 and RM48 items

https://www.ofcom.org.uk/post/royal-mail/ofcom-fines-royal-mail-21m-for-missing-its-202425-delivery-targets

Yet eBay still promise buyers that 2nd class items will arrive in 1-2 days and make it the seller's fault when they don't.

Please tell us when eBay are actually going to listen to sellers and let us all be fair to buyers with realistic expectations, eBay included!!

Thank you

Russ

marco@ebay

eBay Staff

Admin9 months ago

Hi @ducatimondo, thanks for your post.

As mentioned above here to someone else, and a couple of threads in the boards. This is an issue that is currently being worked on, while this is fixed, we are encouraging members to check tracking from the carrier's website directly (that is why you are seeing that banner in the tracking window), so you can stay on top of your tracking updates.

Regarding estimated delivery dates, I understand where you are coming from. However, you are only taking a couple of factors in only, when they actually take multiple factors in to calculate the date in question. I understand you're not happy with the way they work, and we've reviewed this for you before and so far, we haven't found any faults, but if you want, you can give one item number and we will check that for you again to make sure it is all working ok.

Thanks,

Marco

paulblueandwhite

·9 months ago

My question seems until now not answered:

How to add age verification to items for sale with Simple delivery ? I can only use Royal Mail.

Have a few items where age verification is needed to list, post this items: a saw blade, a letter opener, saws?

Don't see this option on Simple Delivery. How to do this: add Royal Mail tracked 48 with age verification on listings?

Thank you for your help.

custom-giftsuk

·9 months ago

Can I ask, that as a seller, if I can put on my listings offering buyers the chance to pay outwith eBay, on bank transfer?

dave@ebay

eBay Staff

Admin9 months ago

@custom-giftsuk wrote:

Can I ask, that as a seller, if I can put on my listings offering buyers the chance to pay outwith eBay, on bank transfer?

Hi @custom-giftsuk

Cheques, money orders, and bank wire transfers aren't allowed for most eBay purchases. However, you can use these payment methods to buy vehicles, capital and business equipment, real estate, and items you pick up in person. See our Payment methods policy for more details.

Thanks,

Dave

custom-giftsuk

·9 months ago

Thank you Dave@ebay

So what you are saying is that for normal eBay sales, bank transfers are not allowed.

Could you comment on why reporting such a listing asking for bank transfer instead of paying through eBay, which you have so kindly said isnt allowed, the eBay "AI" will refuse to take action saying no breach of eBay rules have occured?

dave@ebay

eBay Staff

Admin9 months ago

@custom-giftsuk wrote:

Thank you Dave@ebay

So what you are saying is that for normal eBay sales, bank transfers are not allowed.

Could you comment on why reporting such a listing asking for bank transfer instead of paying through eBay, which you have so kindly said isnt allowed, the eBay "AI" will refuse to take action saying no breach of eBay rules have occured?

Hi @custom-giftsuk

As you know, when you reply with these scenarios, we cannot see what happened with the report so I cannot comment on why it was or wasn't actioned.

Thanks,

Dave

drgwalker

·9 months ago

I have an order going to Canada. Alas, there is currently no courier or postal service due to Canada Post being on strike. How do I avoid a late dispatch strike? The buyer is happy to wait until everything is resolved but that doesn't help my dispatch metric.

dave@ebay

eBay Staff

Admin9 months ago

@drgwalker wrote:

I have an order going to Canada. Alas, there is currently no courier or postal service due to Canada Post being on strike. How do I avoid a late dispatch strike? The buyer is happy to wait until everything is resolved but that doesn't help my dispatch metric.

Hi @drgwalker

If the order has a delivery date between 11 September and 10 October 2025 you will be protected for any late delivery defect etc the full details of protections can be found here.

If its outside of the timeframe for the protection the buyer could request you cancel the order and you can relist it for them at a later date.

Thanks,

Dave

bojangled

·9 months ago

Hello team

after reading several posts on the boards such as ‘is it worth upgrading to a business account’ and ‘I’ve opened a shop - therefore I’m trading correctly as a business’ or ‘I don’t sell enough to warrant being registered as a business’ isn’t it time eBay revised the onboarding process to advise that opening a shop isn’t registering as a business account.

As a suggestion why not rename private seller ‘shops’ as stalls or something similar?
Therefore making it clear shop = business?

I know I’m banging on about the same old thing, but clearly defining the difference between the accounts would surely aid in correct trading.

marco@ebay

eBay Staff

Admin9 months ago

@bojangled wrote:

Hello team

after reading several posts on the boards such as ‘is it worth upgrading to a business account’ and ‘I’ve opened a shop - therefore I’m trading correctly as a business’ or ‘I don’t sell enough to warrant being registered as a business’ isn’t it time eBay revised the onboarding process to advise that opening a shop isn’t registering as a business account.

As a suggestion why not rename private seller ‘shops’ as stalls or something similar?
Therefore making it clear shop = business?

I know I’m banging on about the same old thing, but clearly defining the difference between the accounts would surely aid in correct trading.

Hi @bojangled, thanks for your question.

I can see what you mean, but I believe the information can be pretty clear. However, I will pass on your thoughts and suggestions around this topic, but as we always say, please note that this doesn't necessarily means that changes around this will be implemented.

Thank you,

Marco

kat@ebay

eBay Staff

Admin9 months ago

Hi @leadhills_scot ,

We are not aware of a reported issue on this. When you changed the postage did it show as changed before you sent the offers?

Thank you,

Kat

leadhills_scot

·9 months ago

Hi Kat, yes it did. Someone else has started a thread on the technical board about this issue.

kat@ebay

eBay Staff

Admin9 months ago

@leadhills_scot wrote:

Hi Kat, yes it did. Someone else has started a thread on the technical board about this issue.

Hi @leadhills_scot ,

Thank you. If you can provide the link to the thread in question and also provide your details on your two examples where the postage changed back after the offer was sent I will get it reported.

Thank you,

Kat

leadhills_scot

·9 months ago

https://community.ebay.co.uk/t5/Technical-Issues/Ebay-Sys-Broken-Offer-Auto-Pay-quot-Shipping-Selection-Doesn-t/m-p/7939784#M34447

order numbers

18-13680-34801

19-13678-68073

kat@ebay

eBay Staff

Admin9 months ago

@leadhills_scot wrote:

https://community.ebay.co.uk/t5/Technical-Issues/Ebay-Sys-Broken-Offer-Auto-Pay-quot-Shipping-Selection-Doesn-t/m-p/7939784#M34447

order numbers

18-13680-34801

19-13678-68073

Hi @leadhills_scot ,

Thank you for these.

I will report it to the tech team and I'll post on that thread to keep you updated.

Thank you,

Kat

davrman

·9 months ago

I reported the same issue some time ago in a Weekly Chat...

kat@ebay

eBay Staff

Admin9 months ago

@davrman wrote:

I reported the same issue some time ago in a Weekly Chat...

Hi @davrman ,

If you have any recent order examples where it occurred on can you provide these and I'll include them for the report with tech.

Thank you,

Kat

pegr-834437

·9 months ago

Hi,

hope everyone is well.

On message 6 of the chat from 24.09.25 I asked if the mods were real as I had sent a message and had been ignored, Kat assured me they were real people and she would ask them to get back to me, its now been 3 weeks from me highlighting that and they have still not responded. Not only do I find this incredible rude but also shows very little respect to your customers that I have been left ignored for numerous weeks after I even highlighted it.

I'm just asking again if Kat or anyone can send a friendly reminded to the mods to kindly reply to the message I sent regarding posts on this board being ignored. To ignore a message about being ignored is well lets face it comical.

Thank you

kat@ebay

eBay Staff

Admin9 months ago

@pegr-834437 wrote:

Hi,

hope everyone is well.

On message 6 of the chat from 24.09.25 I asked if the mods were real as I had sent a message and had been ignored, Kat assured me they were real people and she would ask them to get back to me, its now been 3 weeks from me highlighting that and they have still not responded. Not only do I find this incredible rude but also shows very little respect to your customers that I have been left ignored for numerous weeks after I even highlighted it.

I'm just asking again if Kat or anyone can send a friendly reminded to the mods to kindly reply to the message I sent regarding posts on this board being ignored. To ignore a message about being ignored is well lets face it comical.

Thank you

Hi @pegr-834437 ,

Apologies for the delay. When the moderators take action on threads or posts they give the detail in the message they send to you for this. They are not obligated to reply to direct appeals. An answer was provided as to why the action was taken. Please also note as part of policy, discussions on moderation actions are not allowed so we cannot discuss this any further.

Thank you,

Kat

pegr-834437

·9 months ago

deleted as i dont want another black mark. Please fully delete if you wish.

paulblueandwhite

·9 months ago

Good afternoon,

My question is : how to add age verification to items for sale with Simple delivery ? I can only use Royal Mail.

Have a few items where age verification is needed to post this items: saw blade, letter opener, saws?

Don't see this option on Simple Delivery. How to do this: Royal Mail tracked 48 with age verification?

Thank you for your help.

dave@ebay

eBay Staff

Admin9 months ago

@paulblueandwhite wrote:

Good afternoon,

My question is : how to add age verification to items for sale with Simple delivery ? I can only use Royal Mail.

Have a few items where age verification is needed to post this items: saw blade, letter opener, saws?

Don't see this option on Simple Delivery. How to do this: Royal Mail tracked 48 with age verification?

Thank you for your help.

Hi @paulblueandwhite

That's correct, you will need to set it up with custom postage and make sure that it is the only shipping option.

You can find more info in the FAQs here.

Thanks,

Dave

paulblueandwhite

·9 months ago

Thanks for your reply, but don't see the option : customs postage on my listings. Only simple delivery.

dave@ebay

eBay Staff

Admin9 months ago

@paulblueandwhite wrote:

Thanks for your reply, but don't see the option : customs postage on my listings. Only simple delivery.

Hi @paulblueandwhite

It should be available to you to in eligible categories. If reached out to the Simple Delivery team to confirm.

Leave this with me for a bit and I'll come back to you with clarification on it.

Thanks,

Dave

ravengirl12345

·9 months ago

I sold an item which was collected by royal mail but the tracking says it wasn't. The only evidence I have is CCTV of the parcel being collected at the time it says it wasn't but ebay say they won't accept it. I have a case reference with royal mail but again ebay won't accept it. What can I do?

marco@ebay

eBay Staff

Admin9 months ago

@ravengirl12345 wrote:

I sold an item which was collected by royal mail but the tracking says it wasn't. The only evidence I have is CCTV of the parcel being collected at the time it says it wasn't but ebay say they won't accept it. I have a case reference with royal mail but again ebay won't accept it. What can I do?

Hi @ravengirl12345, thanks for your post.

We are seeing some users reporting tracking not updating, we are currently looking it at the moment. If you confirm the item number, we can take a look for you no problem.

Thank you,

Marco

ravengirl12345

·9 months ago

It's not showing on Royal Mail tracking either, it's been lost in the post. I need to find a way of proving to ebay that it was collected but I don't know what or how to supply it

marco@ebay

eBay Staff

Admin9 months ago

@ravengirl12345 wrote:

It's not showing on Royal Mail tracking either, it's been lost in the post. I need to find a way of proving to ebay that it was collected but I don't know what or how to supply it

Thanks for your reply, @ravengirl12345.

Oh so they went over to collect, but the item still not showing as collected? Was that today? Did you see if they scanned the parcel when collecting it?

You can still confirm the item number to see if there is anything we can do from our end, but if it is a case of Royal Mail not updating for whichever reason, there is not much we can do as we mirror the information the provide us with, basically.

Thank you,

Marco

ravengirl12345

·9 months ago

It was collected last friday, they bought the label which they placed on the parcel and then scanned it, I heard the beep. Royal mail are saying that the postie might have pushed the wrong button and said didn't collect rather than did. I have full cctv showing this. they say they can't update the tracking as they need to scan the parcel to do this which they can't do as they have lost it. The tracking number is YA197591178GB

marco@ebay

eBay Staff

Admin9 months ago

@ravengirl12345 wrote:

It was collected last friday, they bought the label which they placed on the parcel and then scanned it, I heard the beep. Royal mail are saying that the postie might have pushed the wrong button and said didn't collect rather than did. I have full cctv showing this. they say they can't update the tracking as they need to scan the parcel to do this which they can't do as they have lost it. The tracking number is YA197591178GB

Thanks for confirming, @ravengirl12345.

If that's the case, I don't think there is anything we could do then. However, I'd still need you to confirm the item number please.

Thank you,

Marco

plentyoflifestillinit64

·9 months ago

When i go to look at my paid and dispatched items with royal mail i get this message from ebay ...We're having difficulties connecting to this carrier for tracking updates. Please visit the carrier website for the latest tracking status. Then i go to the Royal mail tracking site and the full details are there

marco@ebay

eBay Staff

Admin9 months ago

@plentyoflifestillinit64 wrote:

When i go to look at my paid and dispatched items with royal mail i get this message from ebay ...We're having difficulties connecting to this carrier for tracking updates. Please visit the carrier website for the latest tracking status. Then i go to the Royal mail tracking site and the full details are there

Hi @plentyoflifestillinit64, thanks for your message.

Yes, this is related to the issue I was referring to above. We are not getting updates at the moment, so in the meantime while this is corrected, we are redirecting members to see tracking from the courier directly.

Thanks,

Marco

leadhills_scot

·9 months ago

Is there a technical issue with best offers? Twice now I sent best offers to sellers making sure that I changed the postal system from standard to express. On both occasions when the offer was accepted the postage had reverted back to standard post.