Weekly Chat with the eBay Community Team- 21.02.24 @2pm | Chat with the eBay Community Team | eBay UK

Weekly Chat with the eBay Community Team- 21.02.24 @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- 21.02.24 @2pm

Hi everyone,

Our eBay Community Team is made up of marco@ebay, @dave@ebay@marco@ebay and katie@ebay@katie@ebayBetween 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.

How the chat works:

The chat will open at 2pm and will remain open for new questions until 3pm each Wednesday.
We will answer the questions chronologically and will reply after 3pm if needed.
To ask your question, click Reply in the lower-right corner of this post, type your question, and click Reply.
We will reply quoting your question.

This chat is designed to provide quick replies from eBay employees on subjects we can assist you with publicly.

Rules:

One question per reply. If you have multiple questions, please do multiple replies.
Follow the community guidelines, which can be found here.
Your reply must contain a question. Please do not reply to another members question with an answer. Replies with no questions may be removed to help with the reading of this thread.
This thread will close in one hour, so please open a discussion thread and @mention our team if your question is in-depth, ongoing, or more of a general complaint. This way, we can reply to you in a way that is most beneficial to all.

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 2 years ago · Edited 2 years ago·Last reply 2 years ago

38 comments

modelrealm

·2 years ago

On all eBay listings, the statement 'Seller assumes all responsibility for this listing' is displayed. However, it's important to note that we do not assume responsibility for the estimated delivery dates provided by eBay. Can this be placed somewhere to let the buyer know we do not set these. Despite our efforts to accurately state our dispatch dates, we have encountered instances where customers have expressed frustration and said that they will be contacting trading standards due to perceived false or misleading delivery claims. Despite clarifying that we have no control over the estimated delivery dates, some customers have accused us of dishonesty. The shipping service utilized is Royal Mail 2nd Class, which typically operates on a standard economy service with a delivery window of 2-3 working days. Despite this, the estimated delivery dates generated by eBay have consistently shown delivery dates that conflict with this standard service, ranging from two days before our dispatch date to one day after. We kindly request assistance in resolving this discrepancy to ensure transparency and accuracy for both sellers and buyers. Whilst i appreciate you are finding no fault with it and explain how it works or is genarated our buyers are not interested in this its just not working for them.

dave@ebay

eBay Staff

Admin2 years ago

@modelrealm wrote:

On all eBay listings, the statement 'Seller assumes all responsibility for this listing' is displayed. However, it's important to note that we do not assume responsibility for the estimated delivery dates provided by eBay. Can this be placed somewhere to let the buyer know we do not set these. Despite our efforts to accurately state our dispatch dates, we have encountered instances where customers have expressed frustration and said that they will be contacting trading standards due to perceived false or misleading delivery claims. Despite clarifying that we have no control over the estimated delivery dates, some customers have accused us of dishonesty. The shipping service utilized is Royal Mail 2nd Class, which typically operates on a standard economy service with a delivery window of 2-3 working days. Despite this, the estimated delivery dates generated by eBay have consistently shown delivery dates that conflict with this standard service, ranging from two days before our dispatch date to one day after. We kindly request assistance in resolving this discrepancy to ensure transparency and accuracy for both sellers and buyers. Whilst i appreciate you are finding no fault with it and explain how it works or is genarated our buyers are not interested in this its just not working for them.

Hi @modelrealm

As you know we receive a lot of feedback on how EDDs are calculated. We will continue to pass this to the shipping team to review.

As you know, the dates shown to sellers and buyers is based on a number of factors including how the account and the chosen shipping option is actually performing. These are not intended to be misleading and are clearly visible for both sellers and buyers.

Thanks,

Dave

nakedkeg

·2 years ago

What's the best way to feedback issues on the Social posting facility , it's getting really bugy again.

Seller hub/ Marketing/ Socials

There is a feedback button on the page, which you obviously don't hear back about, and Support don't appear able to link you wth anyone who knows about it.

Same goes for Shop Newsletter, are ebay still supporting this going forwards as it feels like you've given up on it.

Seller hub/ Shop/ Shop Newsletter

thanks

marco@ebay

eBay Staff

Admin2 years ago

@nakedkeg wrote:

What's the best way to feedback issues on the Social posting facility , it's getting really bugy again.

Seller hub/ Marketing/ Socials

There is a feedback button on the page, which you obviously don't hear back about, and Support don't appear able to link you wth anyone who knows about it.

Same goes for Shop Newsletter, are ebay still supporting this going forwards as it feels like you've given up on it.

Seller hub/ Shop/ Shop Newsletter

thanks

Hi @nakedkeg, thanks for your post.

Could you please elaborate this further for me? What social posting facility are you referring to exactly?

If you are running into an issue in specific, please feel free to create a thread and tag us in it, and we will be happy to help.

Thank you,

Marco

pg_kicks

·2 years ago

As Anita has left, with regards to the issues she was waiting to hear back from, are they now just lost in the ebay black hole? I asked a question late last year, then when asked for an update I was told we will tell you when we get an update (there had already been 2 changes but you didnt let me know) so I'm sat here waiting for Anita to update the thread but she doesnt seem to be here any longer so do I just hope she returns?

Saying we will update you is terrible customer service if you dont actually update, I shouldnt have to eb chasing the team for an update for an issue I raised 4 months ago.

marco@ebay

eBay Staff

Admin2 years ago

@pg_kicks wrote:

As Anita has left, with regards to the issues she was waiting to hear back from, are they now just lost in the ebay black hole? I asked a question late last year, then when asked for an update I was told we will tell you when we get an update (there had already been 2 changes but you didnt let me know) so I'm sat here waiting for Anita to update the thread but she doesnt seem to be here any longer so do I just hope she returns?

Saying we will update you is terrible customer service if you dont actually update, I shouldnt have to eb chasing the team for an update for an issue I raised 4 months ago.

Hi @pg_kicks, thanks for your question.

We all are aware of the cases Anita was working on. We will update you on them as soon as we have any updates, if no relevant updates have been made, we wouldn't be sharing updates. If there is anything in particular you would like us to review, feel free to tag us in the thread in question, and we can follow that up for you.

Thank you,

Marco

plum993

·2 years ago

Hi

@dave@ebay

Is a mobile device still the only option to get verification codes by email or text when signing in.

A member was asking earlier if they could get email codes to there email address when signing into ebay as they can no longer pay to keep there mobile phone.

dave@ebay

eBay Staff

Admin2 years ago

@plum993 wrote:

Hi

@dave@ebay

Is a mobile device still the only option to get verification codes by email or text when signing in.

A member was asking earlier if they could get email codes to there email address when signing into ebay as they can no longer pay to keep there mobile phone.

Hi @plum993

There were as you know issues with some of the email providers not receiving the codes so it wasn't available as an option to all users.

I don't know if there are plans to change how this is handled but I'll reach out to the guys in tech to see if there are any plans to roll it out further.

Ill take this off line an come back to you as soon as I have an answer.

Thanks,

Dave

plum993

·2 years ago

Thank you.

technthread

·2 years ago

Is the 0% FVF promotion that was rolled out for selected private accounts last week likely to be rolled out to more eligible accounts over the coming weeks? I am asking this for a friend who asked me why some private sellers got this amazing offer and others haven't heard about it yet.

A question for myself - can sellers with eBay business accounts expect an FVF promotion at some point? A lot of us are feeling a bit jealous when we pay shop subscriptions and full FVF fees and could do with a bit of help even if it is just a small limited time promotion. As a small seller paying £32.40 for a shop subscription so I can list a limited number of items and access eBay terapeak, I feel like a bit of a mug paying this at the moment. Thanks

marco@ebay

eBay Staff

Admin2 years ago

@technthread wrote:

Is the 0% FVF promotion that was rolled out for selected private accounts last week likely to be rolled out to more eligible accounts over the coming weeks? I am asking this for a friend who asked me why some private sellers got this amazing offer and others haven't heard about it yet.

A question for myself - can sellers with eBay business accounts expect an FVF promotion at some point? A lot of us are feeling a bit jealous when we pay shop subscriptions and full FVF fees and could do with a bit of help even if it is just a small limited time promotion. As a small seller paying £32.40 for a shop subscription so I can list a limited number of items and access eBay terapeak, I feel like a bit of a mug paying this at the moment. Thanks

Hi @technthread, thanks for your question.

We cannot confirm which accounts will be getting promotions, what type of promotions or when. You'd just need to keep an eye out on your emails, and as soon as a new promo is sent out, we will be notifying the accounts that are eligible.

Regarding the business seller question, we don't have any information on this as of now, so I wouldn't expect anything similar like this any time soon.

Thank you,

Marco

tommystrezures

·2 years ago

In light of the latest offer of zero fees and transaction fee paid for, for private sellers. What support and offers will they be offering correctly registered business users to help support them?

or will it be like clarksons farm diddly squat?

dave@ebay

eBay Staff

Admin2 years ago

@tommystrezures wrote:

In light of the latest offer of zero fees and transaction fee paid for, for private sellers. What support and offers will they be offering correctly registered business users to help support them?

or will it be like clarksons farm diddly squat?

Hi @tommystrezures

I don't have visibility on the offers for business sellers that are coming through the year but keep an eye on our news and announcement boards for any updates.

Thanks,

Dave

best-range

·2 years ago

Can the ebay reps advise me which Royal Mail economy 2 class service delivers items the same day as posting/dispatch day ? as the one I'm using takes 2-3 business days for delivery yet according to ebay it's Same Day as Dispatch service or Next Day express, are Royal Mail wrong ???

I also checked ebay's couriers list & there is no such courier in the UK that can deliver the same day as dispatch.

Screen Shot 2024-02-21 at 08.48.31.png

marco@ebay

eBay Staff

Admin2 years ago

@best-range wrote:

Can the ebay reps advise me which Royal Mail economy 2 class service delivers items the same day as posting/dispatch day ? as the one I'm using takes 2-3 business days for delivery yet according to ebay it's Same Day as Dispatch service or Next Day express, are Royal Mail wrong ???

I also checked ebay's couriers list & there is no such courier in the UK that can deliver the same day as dispatch.

Hi @best-range, thanks for your post.

We've reviewed this for you in a different thread, and as advised before, no faults were found here. If you wish to find out more about how EDDs work, you can click here.

Thank you,

Marco

best-range

·2 years ago

@marco@ebay wrote:
@best-range wrote:
Can the ebay reps advise me which Royal Mail economy 2 class service delivers items the same day as posting/dispatch day ? as the one I'm using takes 2-3 business days for delivery yet according to ebay it's Same Day as Dispatch service or Next Day express, are Royal Mail wrong ???
I also checked ebay's couriers list & there is no such courier in the UK that can deliver the same day as dispatch.

Hi @best-range, thanks for your post.

We've reviewed this for you in a different thread, and as advised before, no faults were found here. If you wish to find out more about how EDDs work, you can click here.

Thank you,
Marco

Marco, as usual you completely ignored my question & just copied & pasted an anwser to question I did not ask.

To repeat my question:

what RM economy, 2 class service offers to deliver items the same day they're posted ??? - there is no such courier in the UK, not Royal Mial or otherwise, so why ebay keeps telling my customers this is the case with RM48, 2 class economy post ???

leadhills_scot

·2 years ago

This update states that new fee hike will first appear on your May 2024 invoice. Normally fees show on a per item basis so how will this one show?

dave@ebay

eBay Staff

Admin2 years ago

@leadhills_scot wrote:

This update states that new fee hike will first appear on your May 2024 invoice. Normally fees show on a per item basis so how will this one show?

Hi @leadhills_scot

At the moment we don't have the full details on how this will be shown but we will share more information closer to the time of its introduction.

Thanks,

Dave

messier44000

·2 years ago

Just cuious. When reporting a listing and you get the auto reply email saying

"We’re looking into it now. We’ll let you know once we’ve reviewed it and provide you with details of any decision that we make"

Is the time scale for their findings usually days, weeks , months. Or dare I say never.

In years of reporting I am yet to have a reply other than the auto response above.

Thank you

marco@ebay

eBay Staff

Admin2 years ago

@messier44000 wrote:

Just cuious. When reporting a listing and you get the auto reply email saying

"We’re looking into it now. We’ll let you know once we’ve reviewed it and provide you with details of any decision that we make"

Is the time scale for their findings usually days, weeks , months. Or dare I say never.

In years of reporting I am yet to have a reply other than the auto response above.

Thank you

Hi @messier44000, thanks for your question.

The timeframe would depend on how many reports we may be handling at the time, sometimes it can be pretty quick, and sometimes it could take a bit longer. However, we would never communicate all actions taken about a different account as that would be sharing personal information about different users, which is not allowed.

Thank you,

Marco

messier44000

·2 years ago

Sorry. Think you missread my post or did not read it all.

At no point did I ask if they would share information about a seller.

Just to repeat the quote from eBay

"We’ll let you know once we’ve reviewed it and provide you with details of any decision that we make"

Not "We`ll maybe let you know"

Maybe your quote "However, we would never communicate all actions taken about a different account"

should be added to their auto response.

returns_andexdisplay

·2 years ago

Will ebay be using the new regulatore fee to tackle all the private sellers who clearly run a business. Currently have one competitor who has at least 6 different accounts?

All same location, same style of listings/pictures all similar items accross their accounts. No doubt taking advantage off all the free listings you keep giving private sellers and no doubt getting final value offers as well on each of their accounts. Looking at their sales history over the 6 accounts for the quater they would be close to a VAT threashold for the year if sales continued the same.

I have reported them many times already and nothing is ever done as they are still a private account trading and have been for a long time.

I like many others have no problem with genuine private accounts selling a few things they no longer want. But when competitors run a business and get better offers than business, don't have to accept buyer remorse returns we get a little fed up and look for other options to sell.

dave@ebay

eBay Staff

Admin2 years ago

@returns_andexdisplay wrote:

Will ebay be using the new regulatore fee to tackle all the private sellers who clearly run a business. Currently have one competitor who has at least 6 different accounts?

All same location, same style of listings/pictures all similar items accross their accounts. No doubt taking advantage off all the free listings you keep giving private sellers and no doubt getting final value offers as well on each of their accounts. Looking at their sales history over the 6 accounts for the quater they would be close to a VAT threashold for the year if sales continued the same.

I have reported them many times already and nothing is ever done as they are still a private account trading and have been for a long time.

I like many others have no problem with genuine private accounts selling a few things they no longer want. But when competitors run a business and get better offers than business, don't have to accept buyer remorse returns we get a little fed up and look for other options to sell.

Hi @returns_andexdisplay

The fee was introduced address the rising costs associated with the increasing number and complexity of regulations, including consumer and environmental protection, as well as new taxation and customs measures. At the moment I dont have any more information on how this will be used.

Continue to report these accounts as you have been doing, unfortunately we cant review the reports from here as we are not part of the policy team but they will take the appropriate action on these accounts. While its not always visible there may have been some action taken that can only be seen by the account holder. For example there may have been a warning given which when ignored could lead to more serious consequences for the account.

Thanks,

Dave

lamppostelectrical

·2 years ago

I include VAT invoices with all items, however buyers often ask for a digital copy. No problem, except I can't just click a button, I have to download the PDF and send it to them, except I can't send a PDF via eBay messages. Please can you look into a way of either the buyer downloading a VAT invoice from their end or a way to automatically send one.

Many Thanks

marco@ebay

eBay Staff

Admin2 years ago

@lamppostelectrical wrote:

I include VAT invoices with all items, however buyers often ask for a digital copy. No problem, except I can't just click a button, I have to download the PDF and send it to them, except I can't send a PDF via eBay messages. Please can you look into a way of either the buyer downloading a VAT invoice from their end or a way to automatically send one.

Many Thanks

Hi @lamppostelectrical, thanks for your post.

Yes, absolutely. I will pass that on for you now, so it can be considerated for future updates. Any other suggestions you may have, please let us know.

Thank you,

Marco

truly-personalised

·2 years ago

I know we have discussed EDD's many times on here but it is getting absolutely ridiculous. As my business is so slow I have got a job one day a week so I don't post out on that one day, midweek. I have always had 2 day despatch I don't have to actually post out until the day after my day off anyway. But the orders that come in on an evening before I have my non post day, tell the customer that they will be there the day after my non post day. So then when I am back at work they are due to be delivered that same day. I know it's an algorithm blah blah blah but Ebay seriously needs to stop micro managing my business for me. I have had 3 complaints this week already of late delivery and wanting refunds. Do I need to put 10 days despatch so that it won't show the customer that it will be there the day I post?

marco@ebay

eBay Staff

Admin2 years ago

@truly-personalised wrote:

I know we have discussed EDD's many times on here but it is getting absolutely ridiculous. As my business is so slow I have got a job one day a week so I don't post out on that one day, midweek. I have always had 2 day despatch I don't have to actually post out until the day after my day off anyway. But the orders that come in on an evening before I have my non post day, tell the customer that they will be there the day after my non post day. So then when I am back at work they are due to be delivered that same day. I know it's an algorithm blah blah blah but Ebay seriously needs to stop micro managing my business for me. I have had 3 complaints this week already of late delivery and wanting refunds. Do I need to put 10 days despatch so that it won't show the customer that it will be there the day I post?

Hi @truly-personalised, thanks for your question.

I understand where you are coming from. However, we keep reviewing this on a daily basis and we still have not found any faults. If you wish, like you are saying, you can adjust your dispatching and delivery times to the ones you think that would suit you better if you don't like the current ones are working for you.

Thank you,

Marco

truly-personalised

·2 years ago

Thanks for the reply.

I just don't see how you can't find any faults when I have got 2 day despatch, buyer buys yesterday evening (20th), I am not despatching today, so will despatch tomorrow (22nd) (which is my 2 day despatch anyway) and yet 2nd class postage shows delivery 22nd-23rd. How is not a fault that it shows delivery on the same day as despatch?

marco@ebay

eBay Staff

Admin2 years ago

@truly-personalised wrote:

Thanks for the reply.

I just don't see how you can't find any faults when I have got 2 day despatch, buyer buys yesterday evening (20th), I am not despatching today, so will despatch tomorrow (22nd) (which is my 2 day despatch anyway) and yet 2nd class postage shows delivery 22nd-23rd. How is not a fault that it shows delivery on the same day as despatch?

Thanks for your reply, @truly-personalised.

We've advised how these are calculated, this is all based in your handling times, dispatching dates, and kind of service you select for shipping. If you click here, you can see how they work and you could also find tips that might be helpful for your shipping activities.

Thank you,

Marco

truly-personalised

·2 years ago

Marco

So as I post every day usually the algorithm shows that it will be 1 to 2 working days,(even though I post 2nd class which is 2-3 days, but that's another story) , can you tell me how many days despatch I need to put to show the customer that it will be there in 3-4 days please? Then I can stick to that all the time and not make ebay put unachievable delivery dates. Last week it even told the customer that it would be there the day before I was due to despatch.

marco@ebay

eBay Staff

Admin2 years ago

@truly-personalised wrote:

Marco

So as I post every day usually the algorithm shows that it will be 1 to 2 working days,(even though I post 2nd class which is 2-3 days, but that's another story) , can you tell me how many days despatch I need to put to show the customer that it will be there in 3-4 days please? Then I can stick to that all the time and not make ebay put unachievable delivery dates. Last week it even told the customer that it would be there the day before I was due to despatch.

Thanks for your reply, @truly-personalised.

We are not in a position to tell sellers what to do, we just recommend reviewing the tools they have available, so you can decide what's the best thing to do for you and your business. I'd suggest reviewing the EDD pages first, and then adjusting your dispatching and handling times based on what would work out best for you.

Thank you,

Marco

williabaxte7

·2 years ago

Hi. All this is more of a moan . Regarding ittem not received cases as a buyer .

ordered an item on 9th of feb by best offer which was accepted. Item not received case opened on the 15 th as item was not despatched to me . Now forward to today . Still no response from seller. As from tomorrow I will ask eBay to step in to sort out as seller has still not communicated with me as regarding a refund . I ha e noticed there are 3 live items on the sellers page . This needs to be reported .

dave@ebay

eBay Staff

Admin2 years ago

@williabaxte7 wrote:

Hi. All this is more of a moan . Regarding ittem not received cases as a buyer .

ordered an item on 9th of feb by best offer which was accepted. Item not received case opened on the 15 th as item was not despatched to me . Now forward to today . Still no response from seller. As from tomorrow I will ask eBay to step in to sort out as seller has still not communicated with me as regarding a refund . I ha e noticed there are 3 live items on the sellers page . This needs to be reported .

Hi @williabaxte7

Thanks for the feedback, Ill have a look at the details of the transaction and ask the policy team to review the account.

Thanks,

Dave

rainbowtrax

·2 years ago

🌈🎵🎶☕🧋View listings

With the introduction of the new Regulatory Operating Fee, are ebay going to use this latest fee to cover the cost of enforcing the regulation of trading legally - now that we will be paying them for enforcing regulations to make ebay a fairer trading platform for all? Or will ebay CS still tell illegal traders that they can continue trading illegally on a private account? Will reports of illegal traders now be acted on or will they still be ignored? Genuine questions posted with the utmost respect.

dave@ebay

eBay Staff

Admin2 years ago

@rainbowtrax wrote:

With the introduction of the new Regulatory Operating Fee, are ebay going to use this latest fee to cover the cost of enforcing the regulation of trading legally - now that we will be paying them for enforcing regulations to make ebay a fairer trading platform for all? Or will ebay CS still tell illegal traders that they can continue trading illegally on a private account? Will reports of illegal traders now be acted on or will they still be ignored? Genuine questions posted with the utmost respect.

Hi @rainbowtrax

The fee was introduced address the rising costs associated with the increasing number and complexity of regulations, including consumer and environmental protection, as well as new taxation and customs measures.

The are no changes to how we handle reports but we will continue to review these accounts as they are reported.

Thanks,

Dave

rainbowtrax

·2 years ago

🌈🎵🎶☕🧋View listings

Thankyou for your reply @dave@ebay . Would it be helpful to ebay for me to submit a list in a few months of all the reports that have been ignored so that they can be further reviewed? [question highlighted] I'm now keeping a record of all reports made with a date and time stamp of when they were ignored by ebay. Reports are only made for accounts where there is public proof that they are trading, not any accounts where they may not be, but will still run into hundreds, if not thousands. In over a decade, not a single valid and correct report has ever been acted on so something is clearly very wrong with ebay's mechanisms for dealing with this.

dave@ebay

eBay Staff

Admin2 years ago

@rainbowtrax wrote:

Thankyou for your reply @dave@ebay . Would it be helpful to ebay for me to submit a list in a few months of all the reports that have been ignored so that they can be further reviewed? [question highlighted] I'm now keeping a record of all reports made with a date and time stamp of when they were ignored by ebay. Reports are only made for accounts where there is public proof that they are trading, not any accounts where they may not be, but will still run into hundreds, if not thousands. In over a decade, not a single valid and correct report has ever been acted on so something is clearly very wrong with ebay's mechanisms for dealing with this.

Hi @rainbowtrax

We take all reports that are sent in seriously. I understand it can seem like we are not actioning them but there is a process for all reports that is followed.

Again it may look like there is no action taken but it may be that the action is not visible on site or there was a warning given which could lead to more serious action taken after a set period of time.

Thanks,

Dave

tommystrezures

·2 years ago

Dave what would those new taxation and customs regulations be exactly that you refer too?