Weekly Chat with the eBay Community Team- 21.05.25 @2pm | Chat with the eBay Community Team | eBay UK

Weekly Chat with the eBay Community Team- 21.05.25 @2pm | Chat with the eBay Community Team | eBay UK

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Chat with the eBay Community Team

Weekly Chat with the eBay Community Team- 21.05.25 @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.

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Many thanks,

Your eBay Community Team

community-team@ebay eBay Staff

eBay Staff

eBay Staff0 View listings

Posted 1 year ago·Last reply 1 year ago

54 comments

equinox-electronics

·1 year ago

Hi

Is there an issue with the returns system today? Had a return delivered but no option to refund

marco@ebay

eBay Staff

Admin1 year ago

@equinox-electronics wrote:

Hi

Is there an issue with the returns system today? Had a return delivered but no option to refund

Hi @equinox-electronics, thanks for your question.

Yes, that is an issue from our end, we are aware and currently working on it to get it resolved. If you want, once is resolved, I can let you know so you can submit the refund. For now, you can let the buyer know about this, just so they know and don't worry about not receiving a refund.

Apologies for any inconvenience this may have caused.

Thank you,

Marco

k-ar-l

·1 year ago

Hi,

I recently sold a ice cream machine for £400 and used simple delivery where i had nothing to do with the delivery side of things. Literally got a label you provided to me and dropped it off at the post office.

A week or so later the buyer contacted me saying they did not receive the item and i need to refund them, i explained that simple delivery was used so i have not say over the postage and cannot even raise a issue. I informed them they needed to contact yourselves, however they sent message after message some of which were name calling.

They did open a case which was closed in my favour, however 2 weeks after this case was closed i got an email at 11pm saying it had been re-reviewed and was now found in the buyers favour.

No explanation at all no further details on the case nothing, just the £400 removed from my account.

This left me literally shaking as this was a lot of money and i could not sleep that night wondering what happened.

I contacted eBay first thing in the morning and spoke to the lady who was apologetic and explained that the money should not have been taken from me and the case should not have been re-reviewed. I did get my money back 3 days later.

However this whole experience has left me not wanting to use eBay anymore how can something i have no control over be found my fault? how can money be taken from me because of this? why are your staff not trained properly?

It was an absolutely shocking experience i did not expect to go through on such a trusted platform or so i thought.

kat@ebay

eBay Staff

Admin1 year ago

@k-ar-l wrote:

Hi,

I recently sold a ice cream machine for £400 and used simple delivery where i had nothing to do with the delivery side of things. Literally got a label you provided to me and dropped it off at the post office.

A week or so later the buyer contacted me saying they did not receive the item and i need to refund them, i explained that simple delivery was used so i have not say over the postage and cannot even raise a issue. I informed them they needed to contact yourselves, however they sent message after message some of which were name calling.

They did open a case which was closed in my favour, however 2 weeks after this case was closed i got an email at 11pm saying it had been re-reviewed and was now found in the buyers favour.

No explanation at all no further details on the case nothing, just the £400 removed from my account.

This left me literally shaking as this was a lot of money and i could not sleep that night wondering what happened.

I contacted eBay first thing in the morning and spoke to the lady who was apologetic and explained that the money should not have been taken from me and the case should not have been re-reviewed. I did get my money back 3 days later.

However this whole experience has left me not wanting to use eBay anymore how can something i have no control over be found my fault? how can money be taken from me because of this? why are your staff not trained properly?

It was an absolutely shocking experience i did not expect to go through on such a trusted platform or so i thought.

Hi @k-ar-l ,

I'm sorry to hear of this experience. The case being closed in your favour originally should have been the final decision so I am not sure why it would have been reviewed. We don't work cases here so I am unable to comment on that part. However I will send it for review for any necessary coaching and training.

Thank you,

Kat

Thank you,

Kat

thealuminiumshop

·1 year ago

Ill rephrase. Could you please advise why sellers aren't being advised about the fees they have had to pay which are not valid?

moonlight-rhapsody

·1 year ago

I would like to ask a question about search results, using the following example.

==========

Search term "Original watercolour painting seascape”.

The Best Match was (1) a pastel picture of a dog; (2) an oil painting of fighting ships; (3) blank canvases. The next few down included the Grand Canyon Arizona, some calligraphy and a forest. And “Picked for You” included prints, even though the search term was “original watercolour”. For a seascape.

I changed the sort order to Lowest Price inc P&P, and got the following top 3 results. (1) Vibrant Skies with a picture of trees; (2) sea shells with some calligraphy; (3) Grand Canyon Arizona. The next few down included 2 typographical quotes, a “dream landscape” and a forest. Beneath those were some more forests. In fact, of the top 16 results, no less than 11 had zero reference to a seascape. That's 69% of the price-order search results were totally useless.

==========

This not a one-off, it is just the tip of the iceberg. Mismatched search results such as these are commonplace, and very often the items are out of price order as well. It’s extremely annoying for buyers, and why would they bother searching for something on ebay when they get such nonsensical results? And it’s extremely disappointing for sellers to discover that their listing is buried beneath results that bear no relation to the search terms.

Why is this, and what, if anything, is ebay doing about it.

marco@ebay

eBay Staff

Admin1 year ago

@moonlight-rhapsody wrote:

I would like to ask a question about search results, using the following example.

==========

Search term "Original watercolour painting seascape”.

The Best Match was (1) a pastel picture of a dog; (2) an oil painting of fighting ships; (3) blank canvases. The next few down included the Grand Canyon Arizona, some calligraphy and a forest. And “Picked for You” included prints, even though the search term was “original watercolour”. For a seascape.

I changed the sort order to Lowest Price inc P&P, and got the following top 3 results. (1) Vibrant Skies with a picture of trees; (2) sea shells with some calligraphy; (3) Grand Canyon Arizona. The next few down included 2 typographical quotes, a “dream landscape” and a forest. Beneath those were some more forests. In fact, of the top 16 results, no less than 11 had zero reference to a seascape. That's 69% of the price-order search results were totally useless.

==========

This not a one-off, it is just the tip of the iceberg. Mismatched search results such as these are commonplace, and very often the items are out of price order as well. It’s extremely annoying for buyers, and why would they bother searching for something on ebay when they get such nonsensical results? And it’s extremely disappointing for sellers to discover that their listing is buried beneath results that bear no relation to the search terms.

Why is this, and what, if anything, is ebay doing about it.

Hi @moonlight-rhapsody, thanks for your question.

I've just tried there a couple of times, and I am getting accurate results (Please see screenshot below). Maybe try using a different browser or clearing the caches and cookies of your browser to see if that helps.

Thank you,

Marco

Screenshot 2025-05-21 145516.png

ak_craft_crazy

·1 year ago

Hi,

Please can i ask why another shop is being promoted at the top of my listing?

I can understand similar items being advertised at the bottom of the listing page, but another store selling similar items should not be advertised at the top of my listings. I pay a shop fee every single month only for you to get another seller to pay to promote themselves on my item page.

This is not on!

dave@ebay

eBay Staff

Admin1 year ago

@ak_craft_crazy wrote:

Hi,

Please can i ask why another shop is being promoted at the top of my listing?

I can understand similar items being advertised at the bottom of the listing page, but another store selling similar items should not be advertised at the top of my listings. I pay a shop fee every single month only for you to get another seller to pay to promote themselves on my item page.

This is not on!

Hi @ak_craft_crazy

This is a feature called Promoted Shops. You can find out more information on it here.

Thanks,

Dave

abrahamtoast

·1 year ago

Thank you kat@ebay You'll understand if I take that with a pinch of salt, as you've been telling us this for quite some time now.

If the system had been properly tested, it would have been implemented with far less hassle. Given how unpopular SD is, it was a big mistake for eBay to try to bring it in before it was ready. You have only given fuel to those complaining. If it had been done properly, a lot of the opposition wouldn't have arisen, and that which did would probably be in the past by now. A real own goal by eBay.

kat@ebay

eBay Staff

Admin1 year ago

@abrahamtoast wrote:

Thank you kat@ebay You'll understand if I take that with a pinch of salt, as you've been telling us this for quite some time now.

If the system had been properly tested, it would have been implemented with far less hassle. Given how unpopular SD is, it was a big mistake for eBay to try to bring it in before it was ready. You have only given fuel to those complaining. If it had been done properly, a lot of the opposition wouldn't have arisen, and that which did would probably be in the past by now. A real own goal by eBay.

Hi @abrahamtoast ,

I understand where your coming from on this. I will share your feedback on the Simple Delivery process.

Thank you,

Kat

a45heaven

·1 year ago

How are views counted on auctions ?

I assumed it was something like when a member looked at an item page, i can not guess if duplicate visits are counted as multiple 'Views'.

Are views integral to when Sellers are charged for 'promotions' by ebay?

I ask as i can not understand why the number of 'Views' shown reduces as auctions near end time.

kat@ebay

eBay Staff

Admin1 year ago

@a45heaven wrote:

How are views counted on auctions ?

I assumed it was something like when a member looked at an item page, i can not guess if duplicate visits are counted as multiple 'Views'.

Are views integral to when Sellers are charged for 'promotions' by ebay?

I ask as i can not understand why the number of 'Views' shown reduces as auctions near end time.

Hi @a45heaven,

It would be counted everytime a user clicks on the auction item to view. Let me follow up this query to get some more details and I'll come back to you.

Thank you,

Kat

kat@ebay

eBay Staff

Admin1 year ago

Hi @a45heaven ,

Following up on the views for auctions.

A page view is counted when someone views your listing on the website or app. If the same person views your listing, clicks away, and then comes back to the listing, that counts as a second view.

A view is not counted when your listing appears in a search result or an ad placement, but the user doesn't click on it to view it. It also doesn't count when you are logged in to eBay and view your own listing and when your listing is viewed by a bot.

For an active auction listing, the view count shows the total number of views since the auction started.

For an auction listing that ended without a sale, the view count shows the total number of views from the current time going back 30 days. This means the view count for an unsold auction listing may include views made after the auction ended.

Thank you,

Kat

thealuminiumshop

·1 year ago

Could you please advise on the overcharging of shipping labels?

What is happening? When will sellers be advised?

dave@ebay

eBay Staff

Admin1 year ago

@thealuminiumshop wrote:

Could you please advise on the overcharging of shipping labels?

What is happening? When will sellers be advised?

Hi @thealuminiumshop

I'm not aware of any overcharging for shipping labels. Do you have any examples or can provide me more information on what you mean.

Thanks,

Dave

thealuminiumshop

·1 year ago

Number 1 on @mygaras post.

1. Being overcharged for postage.

Last week, as documented by many others on the forum, postage rates changed overnight, resulting in customers being overcharged for postage. The current rate at the time for Medium Parcel 1-2kg was £3.44, and yet I was charged £5.15. I have still not received my refund, simply a string of excuses (lies) as to why I was charged the inflated rate.

This has affected quite a lot of sellers.

dave@ebay

eBay Staff

Admin1 year ago

@thealuminiumshop wrote:

Number 1 on @mygaras post.

1. Being overcharged for postage.

Last week, as documented by many others on the forum, postage rates changed overnight, resulting in customers being overcharged for postage. The current rate at the time for Medium Parcel 1-2kg was £3.44, and yet I was charged £5.15. I have still not received my refund, simply a string of excuses (lies) as to why I was charged the inflated rate.

This has affected quite a lot of sellers.

Hi @thealuminiumshop

@kat@ebay replied to the OP and advised she sent the questions they raised over to the shipping team. Once we have an update from that we'll let you know.

Thanks,

Dave

mygaras

·1 year ago

@dave@ebay wrote:
@thealuminiumshop wrote:
Could you please advise on the overcharging of shipping labels?

What is happening? When will sellers be advised?
Hi @thealuminiumshop

I'm not aware of any overcharging for shipping labels. Do you have any examples or can provide me more information on what you mean.

Thanks,
Dave

Hi @dave@ebay

Check out my earlier post in this thread - Last week I was charged £5.15 postage when it should have been £3.44. All of my 1kg-2kg listings are now at this same rate, even items with an asking price of less than £5.00. I have no way to override this therefore have marked myself as 'away'. There have been quite long discussions about this on the Postage Board in the last few days.

ruby*ryan

·1 year ago

Yesterday on the main boards a poster posted their name, address, d.o.b and email address - presumably thinking they were talking to eBay directly. This was at 2:26pm.
At 2:29 I reported it to the mods, then went on the thread to tell the poster how to edit their post (2:32), if they were still in time.

At 3:05 the info was all still there and another poster said they would report to mods.

Finally at 3:44 the mod removed the personal info. Around 1 hr 15mins after my report - and 40 mins after someone else reporting (and there may have been others who reported, but didn't comment.)

Why did this take so long? Name, address, email AND d.o.b for goodness sake. Good job he didn't add his NINO for good measure 😞

I'm sure if I posted using a couple of swear words about eBay the post would go immediately. Priorities, I guess 😞

https://community.ebay.co.uk/t5/Buying/Help/m-p/7854390#M75999

marco@ebay

eBay Staff

Admin1 year ago

@ruby*ryan wrote:

Yesterday on the main boards a poster posted their name, address, d.o.b and email address - presumably thinking they were talking to eBay directly. This was at 2:26pm.
At 2:29 I reported it to the mods, then went on the thread to tell the poster how to edit their post (2:32), if they were still in time.

At 3:05 the info was all still there and another poster said they would report to mods.

Finally at 3:44 the mod removed the personal info. Around 1 hr 15mins after my report - and 40 mins after someone else reporting (and there may have been others who reported, but didn't comment.)

Why did this take so long? Name, address, email AND d.o.b for goodness sake. Good job he didn't add his NINO for good measure 😞

I'm sure if I posted using a couple of swear words about eBay the post would go immediately. Priorities, I guess 😞

https://community.ebay.co.uk/t5/Buying/Help/m-p/7854390#M75999

Hi @ruby*ryan, thanks for your post.

We will flag that with the mods there, thanks for letting us know. I see where you are coming from, but sometimes multiple threads/posts are being reviewed, and while we do our best to tackle all those as soon as possible, sometimes it might take longer than usual, but thanks for letting us know anyway.

Thank you,

Marco

jamjartoys

·1 year ago

Afternoon Guys

The Windsor Framework appears to have come into effect from the 1st May and when buying postage for Northern Ireland on Royal Mail’s web site it asks for details of what items are being sent etc. I believe it then adds this information to the QR code, ensuring that the package is compliant.

If I try to buy the same postage through ebay it isn’t asking for any additional information and I am not sure if it is picking the information up electronically from the sale? Or if it is ignoring it all together and isn’t compliant?

Can you shed any light on this?

Also are you able to add a flag for sales to NI so that it’s obvious that it needs treating differently? as I believe that adding stamps is no longer an option under the framework and it’s so easy to miss if address labels have been pre-printed. Similarly, it would be useful to have a flag for the Channel Islands to prompt the completion of a customs form.

Thanks.

David

dave@ebay

eBay Staff

Admin1 year ago

@jamjartoys wrote:

Afternoon Guys

The Windsor Framework appears to have come into effect from the 1st May and when buying postage for Northern Ireland on Royal Mail’s web site it asks for details of what items are being sent etc. I believe it then adds this information to the QR code, ensuring that the package is compliant.

If I try to buy the same postage through ebay it isn’t asking for any additional information and I am not sure if it is picking the information up electronically from the sale? Or if it is ignoring it all together and isn’t compliant?

Can you shed any light on this?

Also are you able to add a flag for sales to NI so that it’s obvious that it needs treating differently? as I believe that adding stamps is no longer an option under the framework and it’s so easy to miss if address labels have been pre-printed. Similarly, it would be useful to have a flag for the Channel Islands to prompt the completion of a customs form.

Thanks.

David

Hi @jamjartoys

At the moment I don't have any more information other than what was shared in our AB Post.

I've sent this post over to the shipping team to see if I can get more information on it. I'll pass on any information I get from them.

Thanks,

Dave

punzel9072

·1 year ago

Why should I have to pay £2.70 to send through the post a low value DVD (£2) weighing under 250g as a large letter, when I could send it by Royal Mail for just £1.55 with a free Certificate of Posting which would cover the value if it was lost?

marco@ebay

eBay Staff

Admin1 year ago

@punzel9072 wrote:

Why should I have to pay £2.70 to send through the post a low value DVD (£2) weighing under 250g as a large letter, when I could send it by Royal Mail for just £1.55 with a free Certificate of Posting which would cover the value if it was lost?

Hi @punzel9072, thanks for your post.

I'm afraid that if the item qualifies for Simple Delivery, it would need to go through Simple Delivery. I understand what you mean, and we are still adding feedback to Simple Delivery, so I will pass this on so things like this can also be taken into consideration. However, please note that Simple Delivery would also cover this, it wouldn't be a case of this not being covered either. If an item is damaged in transit, or lost, you wouldn't need to issue a refund, and we would deal with the case ourselves.

Thank you,

Marco

punzel9072

·1 year ago

I'm afraid that if the item qualifies for Simple Delivery, it would need to go through Simple Delivery. I understand what you mean, and we are still adding feedback to Simple Delivery, so I will pass this on so things like this can also be taken into consideration. However, please note that Simple Delivery would also cover this, it wouldn't be a case of this not being covered either. If an item is damaged in transit, or lost, you wouldn't need to issue a refund, and we would deal with the case ourselves.

I don't see why I should pay a £1.15 surcharge on top of the normal £1.55 postage rate (that gives full cover in case of loss) IN ADDITION TO the buyers' surcharge that you impose which makes low value items totally uneconomic to sell. So quite simply then I can't sell DVDs on eBay any more because of the prohibitive and disproportionate postage costs and surcharges that eBay is adding on. It's blatant unjustified profiteering, but 100 per cent of nothing is nothing!

abrahamtoast

·1 year ago

Could one of you please tell us definitively when all this faffing about with Simple Delivery will be over?

When will we all be operating under a stable system which we can be sure will not change again in the next 24 hours?

I don't want to join the bandwagon criticising it, until I see what the final product will be.

I've been ready for the changes for far longer than you have, it would seem.

kat@ebay

eBay Staff

Admin1 year ago

@abrahamtoast wrote:

Could one of you please tell us definitively when all this faffing about with Simple Delivery will be over?

When will we all be operating under a stable system which we can be sure will not change again in the next 24 hours?

I don't want to join the bandwagon criticising it, until I see what the final product will be.

I've been ready for the changes for far longer than you have, it would seem.

Hi @abrahamtoast ,

We don't have any specific timeline for this. We understand it is a new service and it can take time to adjust. We are taking all feedback and sharing it with the relevant teams within eBay. As with any new service there is adjustments and improvements being made as it is rolled out across the site. If your account has not yet been included in the mandated Simple Delivery it should be done by the end of the month.

Thank you,

Kat

krafty-kreations

·1 year ago

Hi and Good Afternoon

Are you aware if eBay have any plans to revive this site or are they just going to continue to keep losing sellers and buyers with new rules that only benefit themselves?

I cannot think of one thing eBay has done for ANY of it’s business sellers in a while.

Now we have private sellers leaving because with Simple delivery and the added buyer protection fee it makes it pointless selling their items, private sellers who I may add are most likely buyers too, so if they aren’t selling they most likely are not buying and buyers who are less likely to pay the higher prices, cost of living crisis and all that and are shopping around!

So it seems to be a lose lose situation for both buyers and sellers

My initial plan this year was to make enough listings to upgrade to a featured shop, with the big leap in price between basic and featured it was a risk…. Now it is more a question of is it worth selling here now.

I get eBay is a business but by squeezing more and more out of it’s buyers and sellers with absolutely no benefits, well we can only hold on for so long before enough is enough.

Oh and my biggest bug bear of all, the absolute disrespect to the buyers eBay allow to purchase from business sellers selling on private accounts paying all these extra fees they shouldn’t have to that is going straight into your bank account.

Thank you

marco@ebay

eBay Staff

Admin1 year ago

@krafty-kreations wrote:

Hi and Good Afternoon

Are you aware if eBay have any plans to revive this site or are they just going to continue to keep losing sellers and buyers with new rules that only benefit themselves?

I cannot think of one thing eBay has done for ANY of it’s business sellers in a while.

Now we have private sellers leaving because with Simple delivery and the added buyer protection fee it makes it pointless selling their items, private sellers who I may add are most likely buyers too, so if they aren’t selling they most likely are not buying and buyers who are less likely to pay the higher prices, cost of living crisis and all that and are shopping around!

So it seems to be a lose lose situation for both buyers and sellers

My initial plan this year was to make enough listings to upgrade to a featured shop, with the big leap in price between basic and featured it was a risk…. Now it is more a question of is it worth selling here now.

I get eBay is a business but by squeezing more and more out of it’s buyers and sellers with absolutely no benefits, well we can only hold on for so long before enough is enough.

Oh and my biggest bug bear of all, the absolute disrespect to the buyers eBay allow to purchase from business sellers selling on private accounts paying all these extra fees they shouldn’t have to that is going straight into your bank account.

Thank you

Hi @krafty-kreations, thanks for your input.

I appreciate where you are coming from, and thanks for sharing your thought with us, I will report this back. However, due to the nature of your query, we are unable to share further information as future plans and similar things like that are internal information only until it is decided to be shared publicly.

Thank you,

Marco

krafty-kreations

·1 year ago

I appreciate where you are coming from, and thanks for sharing your thought with us, I will report this back. However, due to the nature of your query, we are unable to share further information as future plans and similar things like that are internal information only until it is decided to be shared publicly.

Thank you,

Marco

Thanks for the reply Marco

Shame we cannot return BPF and Simple delivery as not fit for purpose 🙂

Have a good afternoon!!

mygaras

·1 year ago

Display Error with Listing Titles

Apologies for highlighting further errors, but just spotted today, in the website version of eBay UK, if you click to view a listing, the title is displayed with random characters. I have tried two different browsers on my laptop and one on my mobile and the same error occurs. Have cleared the cache and rebooted the devices. Not sure if anyone else is seeing this issue? Error does not occur in the app.

Item number 326584091582 in gallery view (just happens to be one of my own listings):

Title Error1a.jpg

Same item in listing view:

Title Error1.jpg

Three other random listings to check out:

197304571479

177111077299

226658178068

marco@ebay

eBay Staff

Admin1 year ago

@mygaras wrote:

Display Error with Listing Titles

Apologies for highlighting further errors, but just spotted today, in the website version of eBay UK, if you click to view a listing, the title is displayed with random characters. I have tried two different browsers on my laptop and one on my mobile and the same error occurs. Have cleared the cache and rebooted the devices. Not sure if anyone else is seeing this issue? Error does not occur in the app.

Item number 326584091582 in gallery view (just happens to be one of my own listings):

Same item in listing view:

Three other random listings to check out:

197304571479

177111077299

226658178068

Hi @mygaras, thanks for flagging this with us.

We're aware of this, this is confirmed as a technical issue from our end, so I will add your account as one of the impacted accounts, so that can be resolved as soon as possible for you. 👍

Thank you,

Marco

mygaras

·1 year ago

@marco@ebay wrote:
Hi @mygaras, thanks for flagging this with us.

We're aware of this, this is confirmed as a technical issue from our end, so I will add your account as one of the impacted accounts, so that can be resolved as soon as possible for you. 👍

Thank you,
Marco

Thanks @marco@ebay 👍

thephasmidstore

·1 year ago

Good afternoon. I wondered if you could clarify an issue with a recent policy change. It would seem that a crack down on those selling fertalised/unfertilized eggs belonging to livestock is now also effecting the sale of insect eggs. Is this a part of the change of policy, or is this something that is accidentally effecting the insect sales and will be fixed in the future? I like many others sell stick insect eggs and have done now for a few years without issue. If this is a policy change, is it due to a government issued policy or just a site wide change? Thank you in advance.

dave@ebay

eBay Staff

Admin1 year ago

@thephasmidstore wrote:

Good afternoon. I wondered if you could clarify an issue with a recent policy change. It would seem that a crack down on those selling fertalised/unfertilized eggs belonging to livestock is now also effecting the sale of insect eggs. Is this a part of the change of policy, or is this something that is accidentally effecting the insect sales and will be fixed in the future? I like many others sell stick insect eggs and have done now for a few years without issue. If this is a policy change, is it due to a government issued policy or just a site wide change? Thank you in advance.

Hi @thephasmidstore

Unfortunately, insect eggs are also included in this policy. They fall under the Live Animals Policy, this includes pets, vertebrate and invertebrate feeder animals, and hatching eggs.

I don't have any information on what caused the change, it's pretty much across the board in the UK although some other regions do allow some exceptions.

Thanks,

Dave

mygaras

·1 year ago

Simple Delivery

Simple Delivery just isn’t working! There are a number of issues which need resolving and unless they get fixed, eBay will see an even greater number of customers jumping ship. The issues are:

1. Being overcharged for postage.

Last week, as documented by many others on the forum, postage rates changed overnight, resulting in customers being overcharged for postage. The current rate at the time for Medium Parcel 1-2kg was £3.44, and yet I was charged £5.15. I have still not received my refund, simply a string of excuses (lies) as to why I was charged the inflated rate. This links in with...

2. Discrepancy between quoted rates and actual rates.

Prior to the 20th May, the quoted rates for SD were as follows:

SD rates pre 20 May.jpg

But what customers are actually seeing/paying are as follows:

0-1kg small and medium parcel RM Only £3.64

1-2kg small and medium parcel RM only £5.15

Up to 10kg RM only £6.65

Up to 20kg RM only £10.80

3. Discrepancy between quoted weights and actual weights.

The options on the ‘Package Size’ pop up menu don’t match the quoted options available. Compare the screen shot below with the one above.

SD Options.jpg

4. No Small Parcel rate

eBay states that from 20th May a new, Small Parcel rate, would be introduced. This does not appear to have happened (see previous screenshot).

5. No option to accommodate large/heavy items:

Unlike some customers, I do not have the option to override SD for large or heavy items. Therefore, I am not able to sell anything which does not fit within the Medium Parcel dimensions. Previously, there had been a link in the ‘Package Size’ pop up menu to look at custom options for sending larger or heavier items. Check out the screenshot from message 13 in this thread for what other customers can see. There is also no option for Collection Only. I created a test listing for a used chair, and still the only options available were those shown in the screenshot above. No option for large or heavy items, and no option for collection only.

6. No option for <£10, <100g Letter items.

I have 3 listings which fall into this category, but again, there is no option to override SD and benefit from being able to arrange my own postage.

The item numbers are:

326452821275

326450425711

326450424789

I really don’t like to be critical, but this is a mess. In fact, it’s shambolic. The simplest solution would be to switch Simple Delivery off until it is 100% working correctly - for all customers. You cannot have people being charged different rates for the same service, especially when those rates are significantly above the rates payable if we were to buy postage directly from Royal Mail.

As it currently stands, I have marked myself as ‘Away’ on eBay as there is no acceptable reason why anyone (buyers or sellers) should be paying £5.15 to post an item (albeit medium parcel) which only costs £3.45 in postal charges (small parcel) if purchased through RM’s Click and Drop website. This is particularly relevant as I have a number items for sale with an asking price of less than £5.15! As I send all items free-post to buyers, I’d end up owing eBay money on each sale. Where’s the sense in that?

kat@ebay

eBay Staff

Admin1 year ago

@mygaras wrote:

Simple Delivery

Simple Delivery just isn’t working! There are a number of issues which need resolving and unless they get fixed, eBay will see an even greater number of customers jumping ship. The issues are:

1. Being overcharged for postage.

Last week, as documented by many others on the forum, postage rates changed overnight, resulting in customers being overcharged for postage. The current rate at the time for Medium Parcel 1-2kg was £3.44, and yet I was charged £5.15. I have still not received my refund, simply a string of excuses (lies) as to why I was charged the inflated rate. This links in with...

2. Discrepancy between quoted rates and actual rates.

Prior to the 20th May, the quoted rates for SD were as follows:

But what customers are actually seeing/paying are as follows:

0-1kg small and medium parcel RM Only £3.64

1-2kg small and medium parcel RM only £5.15

Up to 10kg RM only £6.65

Up to 20kg RM only £10.80

3. Discrepancy between quoted weights and actual weights.

The options on the ‘Package Size’ pop up menu don’t match the quoted options available. Compare the screen shot below with the one above.

4. No Small Parcel rate

eBay states that from 20th May a new, Small Parcel rate, would be introduced. This does not appear to have happened (see previous screenshot).

5. No option to accommodate large/heavy items:

Unlike some customers, I do not have the option to override SD for large or heavy items. Therefore, I am not able to sell anything which does not fit within the Medium Parcel dimensions. Previously, there had been a link in the ‘Package Size’ pop up menu to look at custom options for sending larger or heavier items. Check out the screenshot from message 13 in this thread for what other customers can see. There is also no option for Collection Only. I created a test listing for a used chair, and still the only options available were those shown in the screenshot above. No option for large or heavy items, and no option for collection only.

6. No option for <£10, <100g Letter items.

I have 3 listings which fall into this category, but again, there is no option to override SD and benefit from being able to arrange my own postage.

The item numbers are:

326452821275

326450425711

326450424789

I really don’t like to be critical, but this is a mess. In fact, it’s shambolic. The simplest solution would be to switch Simple Delivery off until it is 100% working correctly - for all customers. You cannot have people being charged different rates for the same service, especially when those rates are significantly above the rates payable if we were to buy postage directly from Royal Mail.

As it currently stands, I have marked myself as ‘Away’ on eBay as there is no acceptable reason why anyone (buyers or sellers) should be paying £5.15 to post an item (albeit medium parcel) which only costs £3.45 in postal charges (small parcel) if purchased through RM’s Click and Drop website. This is particularly relevant as I have a number items for sale with an asking price of less than £5.15! As I send all items free-post to buyers, I’d end up owing eBay money on each sale. Where’s the sense in that?

Hi @mygaras ,

Appreciate the details you have put together on your points for Simple Delivery. I will share these with our shipping team for review. The new rates were introduced on the 20th of May so I will need to get this checked if there has been a change to this. Also for those 3 items you have mentioned that fall under the £10 and 100g they also need to be specific categories so do check out the FAQ's here with the list of them.

Thank you,

Kat

mygaras

·1 year ago

@kat@ebay wrote:
@mygaras wrote:
Simple Delivery

Simple Delivery just isn’t working! There are a number of issues which need resolving and unless they get fixed, eBay will see an even greater number of customers jumping ship. The issues are:

1. Being overcharged for postage.
Last week, as documented by many others on the forum, postage rates changed overnight, resulting in customers being overcharged for postage. The current rate at the time for Medium Parcel 1-2kg was £3.44, and yet I was charged £5.15. I have still not received my refund, simply a string of excuses (lies) as to why I was charged the inflated rate. This links in with...

2. Discrepancy between quoted rates and actual rates.
Prior to the 20th May, the quoted rates for SD were as follows:

But what customers are actually seeing/paying are as follows:
0-1kg small and medium parcel RM Only £3.64
1-2kg small and medium parcel RM only £5.15
Up to 10kg RM only £6.65
Up to 20kg RM only £10.80

3. Discrepancy between quoted weights and actual weights.
The options on the ‘Package Size’ pop up menu don’t match the quoted options available. Compare the screen shot below with the one above.

4. No Small Parcel rate
eBay states that from 20th May a new, Small Parcel rate, would be introduced. This does not appear to have happened (see previous screenshot).

5. No option to accommodate large/heavy items:
Unlike some customers, I do not have the option to override SD for large or heavy items. Therefore, I am not able to sell anything which does not fit within the Medium Parcel dimensions. Previously, there had been a link in the ‘Package Size’ pop up menu to look at custom options for sending larger or heavier items. Check out the screenshot from message 13 in this thread for what other customers can see. There is also no option for Collection Only. I created a test listing for a used chair, and still the only options available were those shown in the screenshot above. No option for large or heavy items, and no option for collection only.

6. No option for <£10, <100g Letter items.
I have 3 listings which fall into this category, but again, there is no option to override SD and benefit from being able to arrange my own postage.
The item numbers are:
326452821275
326450425711
326450424789

I really don’t like to be critical, but this is a mess. In fact, it’s shambolic. The simplest solution would be to switch Simple Delivery off until it is 100% working correctly - for all customers. You cannot have people being charged different rates for the same service, especially when those rates are significantly above the rates payable if we were to buy postage directly from Royal Mail.

As it currently stands, I have marked myself as ‘Away’ on eBay as there is no acceptable reason why anyone (buyers or sellers) should be paying £5.15 to post an item (albeit medium parcel) which only costs £3.45 in postal charges (small parcel) if purchased through RM’s Click and Drop website. This is particularly relevant as I have a number items for sale with an asking price of less than £5.15! As I send all items free-post to buyers, I’d end up owing eBay money on each sale. Where’s the sense in that?
Hi @mygaras ,

Appreciate the details you have put together on your points for Simple Delivery. I will share these with our shipping team for review. The new rates were introduced on the 20th of May so I will need to get this checked if there has been a change to this. Also for those 3 items you have mentioned that fall under the £10 and 100g they also need to be specific categories so do check out the FAQ's here with the list of them.

Thank you,
Kat

Thanks @kat@ebay

These issues really do need sorting. None of the information provided in the help pages matches what sellers are actually seeing when creating listings. The Small Parcel rate has not transpired and we are paying the price for that!

I have checked the categories regarding the <£10, <100g override, but the list provided is not specific. It is simply a list of eBay's categories with the following statement:

"Simple Delivery will be optional for items priced £10 and under, letter-sized, and in certain sub-categories".

It's really not very helpful and in no way explains which sub-categories are included, nor how the categories have been decided upon. It makes no sense why a CD (for example) can be optional, but a pamphlet can't. I appreciate that you don't have the answer to that question, but it's non-sensical.

jjambadger27

·1 year ago

Can any of the eBay reps explain what's going on with the UK-US Global Shipping Programme situation? Some sellers have reported that the US is once again showing up for them as a GSP option for shipping, but this is clearly not happening for others. When will it resume for all items?

dave@ebay

eBay Staff

Admin1 year ago

@jjambadger27 wrote:

Can any of the eBay reps explain what's going on with the UK-US Global Shipping Programme situation? Some sellers have reported that the US is once again showing up for them as a GSP option for shipping, but this is clearly not happening for others. When will it resume for all items?

Hi @jjambadger27 ,

At the moment GSP should be blocked to the US. The team is currently updating the system to reflect some US policy requirements.

If you have any examples of it showing on listing, please forward them to me and I'll have a look.

Thanks,

Dave

jjambadger27

·1 year ago

So no update of when this will be resolved? It's been going for nearly 2 weeks now which is very poor.

dave@ebay

eBay Staff

Admin1 year ago

@jjambadger27 wrote:

So no update of when this will be resolved? It's been going for nearly 2 weeks now which is very poor.

Hi @jjambadger27

Ive spoke to the shipping team and they advised that some GSP listings have now begun to appear for US buyers, allowing some UK sellers to start seeing sales to the US. They will continue to work on ensuring that GSP service coverage is maximised, as customs requirements evolve.

Until then, if you are not yet seeing GSP coverage for your item and wish to list items for US buyers, you can specify a shipping service to the US.

Thanks,

Dave

jjambadger27

·1 year ago

Some people were seeing GSP reenabled on the 16th. It's very concerning that 5 days later, this has not been activated for all.

azathothdreaming

·1 year ago

Hi there,

First of all I want to say that I sympathise with the position you've been put in, no doubt there's been no end of vituperation that you've had to put up with following the changes recently.

I was of the understanding that simple delivery would be mandatory from yesterday but I'm still able to list things with custom postage, has the rollout been further delayed? I would much prefer to stick to custom postage but SD is a sword of Damocles at the moment, meaning I'm not listing things I otherwise would be.

kat@ebay

eBay Staff

Admin1 year ago

@azathothdreaming wrote:

Hi there,

First of all I want to say that I sympathise with the position you've been put in, no doubt there's been no end of vituperation that you've had to put up with following the changes recently.

I was of the understanding that simple delivery would be mandatory from yesterday but I'm still able to list things with custom postage, has the rollout been further delayed? I would much prefer to stick to custom postage but SD is a sword of Damocles at the moment, meaning I'm not listing things I otherwise would be.

Hi @azathothdreaming ,

It is still being gradually rolled out to accounts so if you still have the option for custom postage it would mean your account has not been included as of yet.

Thank you,

Kat

azathothdreaming

·1 year ago

Thanks Kat, I appreciate your reply. Is there a specific date when the rollout is aimed to be completed by?

kat@ebay

eBay Staff

Admin1 year ago

Hi @azathothdreaming,

I'm afraid we don't have specific dates for when all accounts are added in but it should be by the end of May.

Thank you,

Kat

azathothdreaming

·1 year ago

Thanks Kat, that's good to know. I don't want to monopolise your time so this'll be my last question: I'm housebound most of the time so the option to have royal mail bring a label and collect a parcel is more or less the only way I'm able to use eBay; do you anticipate this being an option by the end of May? If not me and others like me without printers will be frozen out of using eBay until that functionality is restored unfortunately.

kat@ebay

eBay Staff

Admin1 year ago

@azathothdreaming wrote:

Thanks Kat, that's good to know. I don't want to monopolise your time so this'll be my last question: I'm housebound most of the time so the option to have royal mail bring a label and collect a parcel is more or less the only way I'm able to use eBay; do you anticipate this being an option by the end of May? If not me and others like me without printers will be frozen out of using eBay until that functionality is restored unfortunately.

Hi @azathothdreaming ,

Totally understandable. I know the shipping team is working closely with the carrier for the bring a label service so they hope to have this as an option very soon. We don't have a specific date as of yet so I can't confirm it would be May. The soonest we get the update on it we will share on the boards.

Thank you,

Kat

cz1266

·1 year ago

Hi and good afternoon,

Is it still ok to put a clickable link in an item's html description to another ebay item that you are selling?

Regards Charlie

marco@ebay

eBay Staff

Admin1 year ago

@cz1266 wrote:

Hi and good afternoon,

Is it still ok to put a clickable link in an item's html description to another ebay item that you are selling?

Regards Charlie

Hi @cz1266, thanks for your question.

I believe this is no longer allowed due to security reasons, but I will double check for you just to confirm, let me just double check that for you and as soon as I get confirmation, I will let you know here. 👍

Thank you,

Marco

cz1266

·1 year ago

Thanks Marco. ...!

Regards Charlie

marco@ebay

eBay Staff

Admin1 year ago

@cz1266 wrote:

Hi and good afternoon,

Is it still ok to put a clickable link in an item's html description to another ebay item that you are selling?

Regards Charlie

Hi @cz1266 , thanks for your patience on this.

I've just confirmed that links are not allowed for external websites/platforms, you can still add links for other eBay pages. See the full policy here. 👍

Thank you,

Marco