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Weekly Chat with the eBay Community Team- 19.11.25 @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
krafty-kreations
·10 months agoLast Question
I have been getting this message recently on a few orders We could not process the personalisation message from the buyer. Please reach out to the buyer for personalisation message.
What would cause that?
I have had to cancel a few orders recently as buyers sometimes do not reply to messages.
Thanks
marco@ebay
Thanks for your question, @krafty-kreations.
I wasn't aware of this, did you report this issue? Do you have a screenshot and an item number that we could look at to assist you further here?
Thank you,
Marco
mawels_87
·10 months agoHi, As a buyer it seems that very few sellers are offering the Click and Collect service on eBay. This puzzles me as more and more people these days are wanting to use the Click and Collect service because of so many deliveries being delivered to completely the wrong addresses. The site Vinted has much the same settings as eBay regarding Click and Collect yet nearly all sellers on Vinted offer Click and Collect as standard.
Why doesn't eBay try to encourage more sellers to offer the Click and Collect service by offing cheaper postage to buyers. It's cheaper postage on a Vinted if as a buyer I use Click and Collect.
kat@ebay
Hi @mawels_87 ,
As much as eBay does advertise the click and collect option to sellers it really is very much up to the sellers to offer it on their listings. Ebay has introduced more of this option for different couriers for its Simple Delivery service so you may start to see this service increase in the next few months. We appreciate your feedback on it and I will share your point of promoting it as cheaper postage with our internal team.
Thank you,
Kat
mawels_87
·10 months ago1% of sellers offer Click and Collect on eBay. 99% of sellers offer Click and Collect on Vinted. Vinted do simple delivery too.
kat@ebay
Hi @mawels_87 ,
Thank for the numbers. We will share your feedback on this topic with our relevant team.
Thank you,
Kat
gary-number1
·10 months agoWhy am I being stopped the postage costs after the buyer has payed for the postage.This is happening on every item I am selling.
kat@ebay
Hi @gary-number1 ,
Do you mean you are not receiving the funds for postage after the buyer pays for it? For Simple Delivery orders which is the eBay postage the buyer is paying the postage cost to eBay as eBay provides the label.
Thank you,
Kat
gary-number1
·10 months agoI am buying the postage label after the buyer has payed me for it as part of the sale.
gary-number1
·10 months agoAs part of the sale,the buyer buys the item plus pays the postage.I buy the postage label from ebay and get a qr code,which i take to the post office.Ebay are stopping the postage costs twice.1 which the seller has payed then me when i buy the postage label.
kat@ebay
Hi @gary-number1 ,
Can you provide an order number example and I will get it checked. Postage should only be paid once.
Thank you,
Kat
gary-number1
·10 months agoThanks Kat
Order number 187672739755 and all previous and subsequent orders.
kat@ebay
Hi @gary-number1 ,
The orders for these items show the buyer paid for the postage label which is provided by eBay. You have not paid for these labels twice. The label is generated on the order which was downloaded ( or qr code used) and tracking added to the order.
Thank you,
Kat
lifestylehomeshopping_9
·10 months agoHi, after signing in chatGPT as invited, (can only do so in a different browser), I go to settings to try to connect to Google Drive, but it won't recognise either my chat password or google password, so can't proceed. Any ideas please?
marco@ebay
Hi , thanks for your question.
Unfortunately, we are unable to assist with 3rd party passwords, I would suggest resetting your password to see if that helps, but unfortunately there isn't much we could do for 3rd party tools/services.
Thank you,
Marco
krafty-kreations
·10 months agoAlso there have been a few threads recently on the forums about a certain buyer who likes to claim INR or INAD and then swaps out the item for an old non working item.
Look at the thread called User in seller central
These posts have multiple sellers who have had this happen to them by the same buyer
If you google this buyer you can see it has been happening for well over a year.
How Many cases can one buyer open and keep getting away with it?
kat@ebay
Hi @krafty-kreations ,
I understand it is frustrating for sellers when situations like this happen. While I cannot advise of a set number there are buyer reviews and risk assessments done in the background and restrictions/limits do get placed on buying accounts. When sellers encounter such situations they can report them through customer support.
Thank you,
Kat
krafty-kreations
·10 months agoI don't think those risk assessments are working with that buyer, I honestly think someone needs to look into it.
bojangled
·10 months ago@kat@ebay
Just got to add that the buyer in question regularly gets named and shamed on the Reddit forums, surely you have a social media department that keeps tabs on these situations?
He’s certainly not doing eBay any favours with his actions and dishonesty.
kat@ebay
Thanks @bojangled & @krafty-kreations
I'll share the details of the threads with the relevant team for review.
Thank you,
Kat
krafty-kreations
·10 months agoNo question but can I put forward a couple of suggestions to pass on please.
My first being that any product set to 0 stock should not be counted in the monthly roll over for business sellers, I have to end listings after the event such as Christmas etc to save listings, losing the sales history and having to recreate those listings again the following year where a business seller using a private account can leave theirs on all year free of charge
My second being that shop fees and allowances be reviewed, Business sellers using private accounts get more listings per month than what those of us with basic shops have to pay for, doesn't seem fair to me that those who are registered correctly and pay fees get less than what you give away to those who break eBays own rules
All I want is a level playing field
Thanks
marco@ebay
Hi , thanks for your input.
Yes, we'd be happy to pass that on for you. As we always say, please note that this doesn't necessarily means that the changes you are suggesting will be implemented, but anything else, please feel free to let us know.
Thank you,
Marco
krafty-kreations
·10 months agoThanks Marco
One can hope, But In all honesty I expect nothing on here will change, when I see sellers on private accounts with thousands of listings it makes me wonder why I bother!
williabaxte7
·10 months agoHi good afternoon all . Is there a problem with the tracking not updating on eBay ( Evri and Royal Mail etc seem to be very slow ?
marco@ebay
Hi @williabaxte7, thanks for your post.
It can take a while for the information to update, how long has it been since it was last updated in your case?
Thank you,
Marco
williabaxte7
·10 months agoHi marco some have not updated since the order was placed 2 days ago
marco@ebay
Thanks for your reply, @williabaxte7.
And I am presuming that you are seeing the updates on Royal Mail/Evri, but definitely not on eBay? If so, could you please share 1 or 2 examples?
Thank you,
Marco
lamppostelectrical
·10 months agoSe cond one
lamppostelectrical
·10 months agoGood afternoon,
Today I have been contacted by 2 different buyers saying they have received a recall message from eBay regarding an item they purchased from me. Both buyers bought different items from me yet they have both received the same email. More worrying is that the item referenced in the email is not one of my items.
Please see attached.
One of the buyers has now opened a return request for their purchase.
Please advise.
kat@ebay
Hi @lamppostelectrical ,
Thank you for the details.
The recall emails are for a specific sellers items which if the buyers check will be able to see it is not your item. This may have sent in error to the buyers due to the item being similar or the buyers may have purchased from that seller previously.
You are ok to advise them it is not your item. I will send the details to the policy team for review.
Thank you,
Kat
lamppostelectrical
·10 months agoSo if the buyer that has opened a return due to this actually returns their order for a refund, will eBay be covering me for this ? Are you able to contact the buyers directly to advise them this is not my item ?
kat@ebay
Hi @lamppostelectrical ,
We are not able to contact the buyers directly. If they make contact with eBay they will be advised the item number does not relate to your item. I appreciate the buyer will not always check but they can see this in the email as well.
Thank you,
Kat
cobwebcottage
·10 months agoHi All,
I listed a cheese knife and created a postage policy for RM Age verification service ( £6.99) which was an option from the drop down menu.
After it had sold, the only option I was given was for a UPS label at £11.00.
Help please.
marco@ebay
Hi @cobwebcottage, thanks for your post.
That's an odd one, could you please confirm the item number, so I can take a look for you?
Thank you,
Marco
cobwebcottage
·10 months agoThanks Marco,
Item number 177123419204
I would really like to know if Ebay are supporting RM Age verification before I list similar items.
marco@ebay
Hi @cobwebcottage, thanks for your reply.
I was reviewing this one for you there, and I couldn't spot something specific as to why that would've happened, so I've passed this on to the relevant team for further review. If they can't find anything either, it might be a technical issue, but I will keep you posted on this one.
Thank you,
Marco
marco@ebay
Hi , I've just got an update on this.
After checking, this looks like went through with the Royal Mail verification service. I've just sent you a screenshot where you can see this, didn't want to post it here for privacy and security reasons. So, it looks like it is all good there.
Thank you,
Marco