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Weekly Chat with the eBay Community Team- 20.08.25 @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 @dave@ebay and @marco@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
goodibags
·11 months agoHi,
I've seen messages from a couple of buyers who have been confused by the refunding process under simple delivery. If an item is lost in the post and a 'not received' case has been opened by the buyer, at what stage do Ebay step in and assure the buyer that they will be processing the refund as the postage was bought directly from Ebay?
Presumably there is no means for the buyer to have either their buyer fees or the original postage refunded if they are refunded by the seller?
Also how easy is it for a seller to be refunded by Ebay should they have been hurried into making the refund when they should not have, assuming Ebay will eventually be refunded by the courier for the full amount?
marco@ebay
Hi @goodibags, thanks for your reply.
The Money Back Guarantee still works the same way, the buyer files a case, and if after 3 business days this is not resolved, the buyer can ask us to step in. If it was a Simple Delivery order, and the transaction is eligible to be protected, then we would take care of that. If the buyer is to get a refund, they will receive a full refund (the full amount they paid will be sent back to them).
Re your second question, if you voluntarily refund the buyer upfront, we cannot guarantee that you'd receive a refund.
Thank you,
Marco
cool-novelties
·11 months agoHi
Is it possible to add Global Shipping to a single destination i.e. USA and still allow other shipping options i.e. Royal Mail International Tracked for all other countries? So for example, a buyer from the US would need to select GSP, a buyer from Australia would get the option of Royal Mail International Tracked.
We've asked customer services, they thought it was possible, then not possible, then not sure.
The options in the listing editor seems to suggest it should? Please can you clarify if this is possible or not - thanks.
marco@ebay
Hi @cool-novelties, thanks for your question.
This is definitely possible.
You need to add GSP (Global Shipping Program) to your listing, and then you need to exclude all the countries you don't want to ship to using GSP (In your case, all of them, but the US). In that way, GSP will be used for the US only, and your own postage method for the rest of countries. If you click here, there is a video of how to do it! 👍
Thank you,
Marco
1956glyn
·11 months agoHi.
I am rather confused. When i list sterling silver jewellery it is exluded from Simple Delivery. Saying that when i listed solid silver tongs they were NOT excluded.
I appreciate they were listed in different categories but saying that both items are made of exactly the same metal........both fully hallmarked.
Surely simple delivery should exclude/include items based on what they are made of????
marco@ebay
Hi @1956glyn, thanks for your question.
I've just checked for you, and jewellery and/or silver items are excluded. You can confirm this here.
Thank you,
Marco
1956glyn
·11 months agoWhen i listed the tongs which subsequently sold.......the only option i had was Simple Delivery
marco@ebay
Thanks for your reply, @1956glyn.
If you confirm the item number, I can take a look for you to see what happened there. I realize that the chat is currently closed, so feel free to start a thread on this or send me a PM.
Thank you,
Marco
wellingnorth
·11 months agoI noticed recently that simple delivery listings only seem to allow Click & Collect from Evri stores rather than Argos, etc. If Evri is disabled Click & Collect does not seem to be available at all.
Is this a deliberate policy change or something that's crept in with Simple Delivery by mistake?
The Click & Collect page here still suggests Argos + Sainsbury's collection should be available
https://pages.ebay.co.uk/clickandcollect/
marco@ebay
Hi @wellingnorth, thanks for your question.
I believe that this is due to the fact that for the moment, those would be the only locations available. However, I will reach out to the relevant team to see if this is the case and confirm. If this is not the case, I'll get that reported for you no problem.
Thank you,
Marco
marco@ebay
Hi @wellingnorth, thanks for your patience on this.
I've just got an update on this, and those are the only options available at the moment as advised yesterday. If you click here, you can see that our policy currently states that This option will be available on your listing if EVRi is the carrier. Your buyer can then choose to pick up the item from an EVRi collection point or locker.
Thank you,
Marco
fjgjhgjkhkljkl_39
·11 months agoRegarding the message buyer button on the view order details page, when using a desktop this used to be right clickable so you could open the My Messages area in a new tab straight into typing the message. Now it opens a small side panel with a tiny box which is hard to write messages in and see what was written.
Over the years eBay has a habit of making messaging boxes as small as possible, is there any reason for this?
Also (using Chrome) if I copy and paste a previously sent message from My Messages when pasting in to a new message this pastes the content twice, not one full message after the after but rather in clusters of duplicated paragraphs, very odd?
Lastly last week I asked about the Online Safety Act and was told to contact customer services, as joyful a prospect as it is to discuss such a complex matter with someone on the other side of the world, the chat opening here says if you don't know the answer you'll know the people who do. Still plenty of images of naked people when searching for fine art photographs so with that in mind can you pass the concern on please?
marco@ebay
Hi , thanks for your question.
No, there is no particular reason re the messaging system, updates are always aimed at providing a better experience, if you are not happy with the way it works at the moment, I'd be happy to share your feedback no problem.
Re the copying and pasting your messages, I don't think that would be a problem from our end, so I'd recommend trying different browsers or making sure that you're highlighting the messages correctly. Otherwise, you can provide a screen recording of this issue, so we can report it and see if it is related to our site.
Lastly, this has been addressed for you before, and we have no further information to share with you this time I'm afraid, so if you wish to discuss this further, you will need to contact the policy team through our customer service channels, as advised before.
Thank you,
Marco
ak_craft_crazy
·11 months agohere is the direct communication from Royal Mail
ak_craft_crazy
·11 months agoHi,
Incorrect information is being passed by yourselves in relation to the new terms for Royal Mail to deliver 2nd class mail (letters & Large Letters on alternate weekdays).
The first one was a post by @dave@ebay stating that 2nd class Large Letters are not affected. This is not the case and 2nd Class Large Letters are affected. As can be found on the Royal Mail website and also on the attached email directly from Royal Mail.
The 2nd issue is that you have said that the EDD will be reflected BEFORE Royal mail's new delivery pattern.
Ofcom confirmed they have allowed Royal Mail to implement this from the 28th July. Royal Mail confirmed it will be rolled our area by area and they are already rolling it out.
So why have EDD's not yet been updated to reflect this change?
dave@ebay
Hi @ak_craft_crazy
Our shipping team work closely with Royal Mail to provide the most up to date information. At the time of that post the information I provided was correct as it was provided by RM.
Ive sent this to our shipping team to review and they have asked if you can send the link to the page where RM are showing the above.
The team have confirmed that at the moment this is not yet being enforced so we have not needed to make any changes to the EDDs. When I checked the RM website it states they are still in consultation with Ofcom and the changes will come in if they change the relevant regulations.
Thanks,
Dave
guymafo
·11 months agoDear team
Is there any increased action on incorrectly registered private sellers ?
Like the the example pictured below?
GM
dave@ebay
Hi @guymafo
I'm not aware of any changes to the policy but you can report the sellers through the usual channels and if necessary, the policy team will take the appropriate action.
Thanks,
Dave
mygaras
·11 months agoHi @dave@ebay
Can I just check if this is the correct link for reporting business sellers using private accounts? There doesn't seem to be an option for 'Using the wrong account'...
As previously documented, there doesn't seem to be much action taken when reporting businesses registered as private sellers (I appreciate there might be sanctions taking place that we're not aware of), and it would be good to know that we're using the correct channels for reporting such concerns. Thanks 😊
dave@ebay
Hi @mygaras
That looks to be correct. You can use the other option and enter your concerns in the text box. The policy team will then review the report and take any relevant action.
Thanks,
Dave
mygaras
·11 months agoConsequences of Cancellation of Order by Buyer (private seller)
Hi team!
Three things which have come to light after a buyer recently cancelled their order with me:
1. If the seller has opted to pay for postage (Simple Delivery), and the buyer cancels the order, the seller then has to take a very convoluted route to re-claim the cost of the postage label, using a form which doesn't even have the option of 'Buyer cancelled order' as a reason for reclaiming the postage. The seller then has to wait up to 14 days for the refund to be processed. This doesn't seem fair on the seller and is not acceptable when this is through no fault of their own. If eBay can immediately and automatically refund the buyer the purchase price and BPF, then surely they can also immediately and automatically refund the seller for the cost of the postage?
2. Once the seller has agreed to the cancellation request, the item gets re-listed. However, the seller has then lost any other watchers from the original listing and all offers previously sent to watchers then become null and void. Again, this is unfair for the seller but also unfair for buyers who were in receipt of the previous offer. Surely they should still have the opportunity to accept the offer which has been sent? Similar to Second Chance Offers on auction listings.
3. Buyers should be limited in the amount of time available to select "ordered by mistake" as a reason for cancelling an order. Surely you know pretty much straightaway if you've ordered something by mistake, not 2 hours and 20 minutes later? Especially if you've already responded to the seller's 'thank you, I'll post that first thing in the morning' message in the meantime?
As an aside, it seems odd to me that when a buyer cancels their purchase, the item remains visible as 'sold' in all search results. It now looks like I might be pulling a fast one, listing an item that appears to be exactly the same as an item I've just sold (but not actually sold due to the buyer cancelling their order) 😳
Just some thoughts, perhaps they could be passed to the relevant team?
Thanks 😊
marco@ebay
Hi @mygaras, thanks for your input here.
I'll forward this to the relevant team, so they can take your feedback into consideration. However, please note that this doesn't necessarily means that changes around this will be made.
Thank you,
Marco
mygaras
·11 months agoThanks @marco@ebay 👍
As another aside, has there ever been an up-vote system for us to support other members' suggestions? Perhaps this might help development teams gauge interest in ideas and feedback, and might reduce the number of multiple posts on one topic.
marco@ebay
Thanks for your reply, @mygaras
No, we wouldn't have this and I don't think we've ever had anything like that before. However, we have links on some of the pages where you can leave your feedback about updates/layouts on our site, but not an up-vote system. I'd be happy to add that your your previous suggestion if you wish. 👍
Thank you,
Marco
mygaras
·11 months agoThat would be great, thanks @marco@ebay 😊
bcstampsuk
·11 months agoI use Outlook to search my eBay emails to manage things like non-payment, unsold items and buyer history. Back around 24th January this year several email formats were changed and longer include the eBay item ID anywhere in the emails. Am not sure whether this was done intentionally but it makes those emails much less useful. Can you forward to the relevant team to investigate whether the missing information below can be added back into the emails? I now have to search my mailbox using item titles, but as I regularly auction items with the same title again and again this is really clumsy. This affected emails are:
Auction End email - "You made the sale for xxx"
This is missing the eBay ID.
Payment Confirmation email - "You got paid for xxx"
This is missing the eBay ID.
Unsold Auction email - "It's time to relist xxx"
This is missing the eBay ID and also only includes a truncated item title - the full item title would be extremely useful.
Unsold Auction email - "Relisting xxx is easy as 123" (occasionally sent instead of the usual email)
This has full item title, but still missing the eBay ID.
Item Refund email - "The buyer received your refund xxx"
This is missing the eBay ID.
Maybe there's a technical problem why eBay IDs could no longer be included in emails, but if an oversight then be really helpful to have it included again.
Thanks,
Iain
dave@ebay
Hi @bcstampsuk
I haven't seen any reports of it but if you can take some screengrabs of the emails and PM them to me Ill send them over to the guys in Tech to see if it's an issue they are aware of.
Thanks,
Dave
bcstampsuk
·11 months agoHi Dave
I wouldn't call it a "glitch" as such. The formats of all the emails were changed on 24th January and for some reason the new templates no longer included the eBay Item ID. I've attached a before / after screenshot of the relevant section of the Auction End email. You'll see the eBay ID was removed and it isn't anywhere else in the email or the email title.
Iain
moonlight-rhapsody
·11 months agoRe the matter of irrelevant search results that I’ve raised previously. I reported 15 listings that had irrelevant search terms in the Subject line of Item Specifics, which were skewing the results for the search term “Original watercolour painting seascape”. One of them was an AIRFIELD which had "Seafaring, Seascape, Seaside, Sunsets, Boats, Sea" in the Subject line.
marco@ebay
Hi , thanks for your question.
We don't do these reports over this channel, and without looking at the report I wouldn't be able to confirm what exactly happened with that report. For further information, you can contact customer support. However, please note that due to privacy and security reasons some specific information might not be shared due to you not being the account holder.
Thank you,
Marco