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Weekly Chat with the eBay Community Team- 22.05.24 @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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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

30 comments

contessa35

·2 years ago

I just wondered if eBay is aware of a delay that seems to be affecting the eBay + Nectar promotion that started in early April and was active throughout that month, whereby a total of 3, 4 or 5 eBay purchases during April would earn 500, 1000 or 1500 bonus Nectar points (only for one set of purchases in that period)? It was stated that the bonus points would be awarded by 16 May (the normal points were awarded on the usual timescale). The eligible items show clearly on my eBay Nectar page, marked with a Bonus points logo, and show their normal points, along with a summary of the promotion's terms. Needless to say, the bonus points haven't arrived. A couple of chat sessions with Nectar have seemed reassuring but haven't caused the bonus points to arrive. Just wondered if eBay is aware of any issue that's about to be resolved?

marco@ebay

eBay Staff

Admin2 years ago

@contessa35 wrote:

I just wondered if eBay is aware of a delay that seems to be affecting the eBay + Nectar promotion that started in early April and was active throughout that month, whereby a total of 3, 4 or 5 eBay purchases during April would earn 500, 1000 or 1500 bonus Nectar points (only for one set of purchases in that period)? It was stated that the bonus points would be awarded by 16 May (the normal points were awarded on the usual timescale). The eligible items show clearly on my eBay Nectar page, marked with a Bonus points logo, and show their normal points, along with a summary of the promotion's terms. Needless to say, the bonus points haven't arrived. A couple of chat sessions with Nectar have seemed reassuring but haven't caused the bonus points to arrive. Just wondered if eBay is aware of any issue that's about to be resolved?

Hi @contessa35. thanks for your question.

We are aware of the issue. However, there is no much we can do in terms of Nectar points. In this scenario, I would recommend contacting Nectar directly for further assistance as they can manage/credit/award points, while we are unable to do so over here.

Thank you,
Marco

theprelovedhub

·2 years ago

What is the average promoted listing percentage, im currently promoting everything at 10% but that means i can't afford to offer a customer coupon, would promoting at 5% and offering a 5% coupon be more beneficial

marco@ebay

eBay Staff

Admin2 years ago

@theprelovedhub wrote:

What is the average promoted listing percentage, im currently promoting everything at 10% but that means i can't afford to offer a customer coupon, would promoting at 5% and offering a 5% coupon be more beneficial

Hi @theprelovedhub, thanks for your question.

The answer to this would be yes, we'd recommend offering the coupon and 5% on promoted listing. This is always a good combo.

Thank you,

Marco

theprelovedhub

·2 years ago

Do ebay sellers offering free postage have more success than sellers who charge for postage

dave@ebay

eBay Staff

Admin2 years ago

@theprelovedhub wrote:

Do ebay sellers offering free postage have more success than sellers who charge for postage

Hi @theprelovedhub

In general buyers will purchase items that are showing free postage. This also helps your items in search, if you have a look at our YouTube channel here, there are some great videos on listing optimisation which give more detailed information on it.

Thanks,

Dave

vintagewatchpart

·2 years ago

The community is flooded with messages about drop in sales suddenly from March, to April and now May.

This is occuring in multiple niches.

The issue is confined to Ebay - many individuals, including myself, are seeing steady if not growing sales from other platforms when Ebay is in decline.

Can you please confirm if there has been some sort of algorithm update to the search function recently?

Google provides announcements to search algorithms in the interests of transparency, it is in Ebays best interests to do the same to enable sellers to adapt to any changes made and prevent a sudden and unpredictable drop in revenue.

It is also in the best interests to announce any changes made to avoid unecessary speculation and conspiracy theories circling around online.

marco@ebay

eBay Staff

Admin2 years ago

@vintagewatchpart wrote:

The community is flooded with messages about drop in sales suddenly from March, to April and now May.

This is occuring in multiple niches.

The issue is confined to Ebay - many individuals, including myself, are seeing steady if not growing sales from other platforms when Ebay is in decline.

Can you please confirm if there has been some sort of algorithm update to the search function recently?

Google provides announcements to search algorithms in the interests of transparency, it is in Ebays best interests to do the same to enable sellers to adapt to any changes made and prevent a sudden and unpredictable drop in revenue.

It is also in the best interests to announce any changes made to avoid unecessary speculation and conspiracy theories circling around online.

Thanks for your question, @vintagewatchpart.

No, no changes have been made that would impact your sales. Think about it this way, the more you sell, the more money you and eBay earn. So, we would never introduce an update or change anything that could reduce your sales or other sellers sales.

I understand that times now could be tougher than before, but our goal as a company is to help sellers sell more, as it is beneficial for both you as a seller and us as a company. If anything, we will come up with updates/changes that help you boost your sales, like the roadshow for example, where we help sellers with listings optimization or best practices for sellers which would help you with visibility and similar things like this.

Thank you,

Marco

vintagewatchpart

·2 years ago

The procedure for reporting businesses operating on private accounts is not working.

I have reported three accounts all owned by the same individual for being a business as the items they sell are impossible to gain in such quantities as a private individual. I reported them nearly a year ago and nothing was done.

Recently, they added a watermark to their items with their website address on - does this not confirm they are a business?

Apparently not, because they are still on private accounts two months later.

Not only that, they have taken action on the website URL being in the image as a watermark and have replaced it with their LTD company name.

Again, does this not confirm they are a business?

Can this be looked into, it is causing significant issues with genuine businesses who have to undercut private individuals listing on final value fee offer days who are avoiding paying the proper Ebay fees.

You probably think I come on here to cause trouble and stir up the big pot, but I don't. I really care about Ebay as a platform and I care about its sellers and buyers and it is becoming increasingly frustrating that certain things appear to be going unactioned in various departments intentionally with a "theres nothing wrong here response" being given despite evidence to the contrary all over the place.

marco@ebay

eBay Staff

Admin2 years ago

@vintagewatchpart wrote:

The procedure for reporting businesses operating on private accounts is not working.

I have reported three accounts all owned by the same individual for being a business as the items they sell are impossible to gain in such quantities as a private individual. I reported them nearly a year ago and nothing was done.

Recently, they added a watermark to their items with their website address on - does this not confirm they are a business?

Apparently not, because they are still on private accounts two months later.

Not only that, they have taken action on the website URL being in the image as a watermark and have replaced it with their LTD company name.

Again, does this not confirm they are a business?

Can this be looked into, it is causing significant issues with genuine businesses who have to undercut private individuals listing on final value fee offer days who are avoiding paying the proper Ebay fees.

You probably think I come on here to cause trouble and stir up the big pot, but I don't. I really care about Ebay as a platform and I care about its sellers and buyers and it is becoming increasingly frustrating that certain things appear to be going unactioned in various departments intentionally with a "theres nothing wrong here response" being given despite evidence to the contrary all over the place.

Hi @vintagewatchpart, thanks for your message.

We take these reports seriously, and I can guarantee you that all these reports are reviewed and actioned accordingly. Due to the nature of these actions, we are unable to share further information on what actions are taken on these accounts due to privacy and security reasons, but we do review them.

I totally understand where you are coming from, so please don't worry about feeling that you're causing trouble or anything like that, we actually appreciate when you flag these scenarios with us. Please continue to report these account if you think they are not trading in the way the should.

Thank you,

Marco

cra2992

·2 years ago

Can you clarify the time limits for the ebay money back guarantee for collection items? Under actions and time frames, the policy says "The buyer reports that the item hasn't arrived or was not available for collection ... Latest: 30 calendar days after the estimated or actual delivery/collection date has passed" but the link only talks about delivery dates for posted items, not collection. It also says "Sellers can find the estimated delivery information that was provided to the buyer at the top of their Order details page" but for collection items there isn't a date given.

marco@ebay

eBay Staff

Admin2 years ago

@cra2992 wrote:

Can you clarify the time limits for the ebay money back guarantee for collection items? Under actions and time frames, the policy says "The buyer reports that the item hasn't arrived or was not available for collection ... Latest: 30 calendar days after the estimated or actual delivery/collection date has passed" but the link only talks about delivery dates for posted items, not collection. It also says "Sellers can find the estimated delivery information that was provided to the buyer at the top of their Order details page" but for collection items there isn't a date given.

Hi @cra2992, thanks for your question.

So, if you pay for the item in cash, the transaction wouldn't be covered by our Money Back Guarantee. If you pay for the item using any of the approved payment methods, the 30 days would kick in when the item is marked as collected after you provide the seller with QR code or the collection code you receive.

With item not received cases, this would depend on you as a buyer and the collection date you arrange with the seller, as you are supposed to collect the item from the seller on the date you've arranged.

Thank you,

Marco

cra2992

·2 years ago

Thanks Marco. So to be clear, if the buyer collects (for example) 90 days after the sale, the clock would start at 90 days and run to 120 days?

marco@ebay

eBay Staff

Admin2 years ago

@cra2992 wrote:

Thanks Marco. So to be clear, if the buyer collects (for example) 90 days after the sale, the clock would start at 90 days and run to 120 days?

Thanks for your reply, @cra2992.

It would never go that far, as I don't think any sellers would be willing to wait that long for an item to be collected, so in that scenario the seller might cancel and issue a refund. However, the 30 days will kick in on the collection date you arrange with your seller.

Thank you,

Marco

cra2992

·2 years ago

Is there an ebay rule or hard limit covering the maximum time a buyer has to collect (i.e. X days from sale)? Thanks.

dave@ebay

eBay Staff

Admin2 years ago

@cra2992 wrote:

Is there an ebay rule or hard limit covering the maximum time a buyer has to collect (i.e. X days from sale)? Thanks.

Hi @cra2992

There is no timescale for the collection that is something the seller and buyer will need to work out. If it hasn't been paid for you can open an unpaid item dispute after 4 days.

Thanks,

Dave

cra2992

·2 years ago

Thanks Dave

williabaxte7

·2 years ago

Hi all . I ordered a item from a seller and later that day I asked the seller to cancel as item had not been despatched (which the seller did ) . But for the last couple of days I keep getting reminders ro leave feedback which I think is a waste of time .

marco@ebay

eBay Staff

Admin2 years ago

@williabaxte7 wrote:

Hi all . I ordered a item from a seller and later that day I asked the seller to cancel as item had not been despatched (which the seller did ) . But for the last couple of days I keep getting reminders ro leave feedback which I think is a waste of time .

Hi @williabaxte7, thanks for your message.

I appreciate where you are coming from. However, this is done in case a seller cancels an order under the wrong reason. For example, let's say a seller cancels an order saying "Buyer asked to cancel", but you didn't ask the seller to cancel the order, in that case you're free to express your experience through feedback and report the seller.

Hope this helps,

Marco

a45heaven

·2 years ago

Could you kindly explain the breeakdown of a partial refund to a buyer for a full postage refund? I charge £3.00 postage. This is from a prior posting which reached no conclusion, the same issue was also confirmed and shown as what ebay shows from a Mentor.

Review refund

Total refund to buyer

£3.00

Refund summary

Refund summaryTransaction details Transaction amount

Purchase price	£1.94
Postage	£1.06
Fee creditsShow details	-£0.38

Refund amount you owe

£2.62

How you’ll refund

Your funds

Apply: £2.62

dave@ebay

eBay Staff

Admin2 years ago

@a45heaven wrote:

Could you kindly explain the breeakdown of a partial refund to a buyer for a full postage refund? I charge £3.00 postage. This is from a prior posting which reached no conclusion, the same issue was also confirmed and shown as what ebay shows from a Mentor.

Review refund

Total refund to buyer
£3.00
Refund summary
Refund summaryTransaction details Transaction amount

Purchase price £1.94

Postage £1.06

Fee creditsShow details -£0.38

Refund amount you owe
£2.62

How you’ll refund

Your funds

Apply: £2.62

Hi @a45heaven

Can you DM the item number and I'll have a look at the transaction to see what happened.

Thanks,

Dave

a45heaven

·2 years ago

386951624007

386951628158

Two items in the order this time - as i mentioned, a Mentor had the same odd breakdown of the refund as i have seen on all occasions i refund of late.

dave@ebay

eBay Staff

Admin2 years ago

@a45heaven wrote:

23-11588-31028

386951624007

386951628158

Two items in the order this time - as i mentioned, a Mentor had the same odd breakdown of the refund as i have seen on all occasions i refund of late.

Thanks @a45heaven

Looks like @rainbowtrax is on the money. I agree though, it could possibly cause confusion with how its shown. I'll send this back to the site team to review as an improvement. It might be possible to change around the order of the refund flow to help clear up any confusion it may cause.

Thanks,

Dave

a45heaven

·2 years ago

Thanks for that Dave - how is this going to impact the data you have forwarded to HMRC on our accounts?

Im not sure correcting the error will be classed as an improvement, when your 'designers' make a system, dont they check it actually works?

This issue has been in your system for weeks now, so much adverse information will need correcting.

random-finds*

·2 years ago

Can you advise about postage to jersey from mainland Uk ? Under your postage it is classed as domestic however I could only sell via GSP the customer was quoted £36 when it is the same with Royal Mail as if posting within the Uk?

dave@ebay

eBay Staff

Admin2 years ago

@random-finds* wrote:

Can you advise about postage to jersey from mainland Uk ? Under your postage it is classed as domestic however I could only sell via GSP the customer was quoted £36 when it is the same with Royal Mail as if posting within the Uk?

Hi @random-finds*

@a45heaven wont be able to reply to you as the chat is now closed. If you can create a post and tag them in it, I'm sure they will be able to help with an answer.

Thanks,

Dave

dave@ebay

eBay Staff

Admin2 years ago

@a45heaven wrote:

Thanks for that Dave - how is this going to impact the data you have forwarded to HMRC on our accounts?

Im not sure correcting the error will be classed as an improvement, when your 'designers' make a system, dont they check it actually works?

This issue has been in your system for weeks now, so much adverse information will need correcting.

Hi @a45heaven

Unfortunately I don't have any information on how the data is shared with HMRC so I can answer that but all changes are tested and fully working before going live. Its not technically an issue as the information its providing is correct but I understand it may cause confusion by how its displayed.

Thanks,

Dave

a45heaven

·2 years ago

Dave - if you are speaking to a person regarding this error - could the wording of the Refund be possibly looked at as it suggest a full refund rather than partial, it is confusing and could prevent a heart skipping a beat or two. Thanks

Order 23-11588-31028 has been refunded

dave@ebay

eBay Staff

Admin2 years ago

@a45heaven wrote:

Dave - if you are speaking to a person regarding this error - could the wording of the Refund be possibly looked at as it suggest a full refund rather than partial, it is confusing and could prevent a heart skipping a beat or two. Thanks

Order 23-11588-31028 has been refunded

Hi @a45heaven

I will add this to the report when I send it.

Thanks,

Dave

rainbowtrax

·2 years ago

🌈🎵🎶☕🧋View listings

@dave@ebay wrote:

@a45heaven wrote:

Could you kindly explain the breeakdown of a partial refund to a buyer for a full postage refund? I charge £3.00 postage. This is from a prior posting which reached no conclusion, the same issue was also confirmed and shown as what ebay shows from a Mentor.

Review refund

Total refund to buyer
£3.00
Refund summary
Refund summaryTransaction details Transaction amount

Purchase price £1.94

Postage £1.06

Fee creditsShow details -£0.38

Refund amount you owe
£2.62

How you’ll refund

Your funds

Apply: £2.62

Hi @a45heaven

Can you DM the item number and I'll have a look at the transaction to see what happened.

Thanks,

Dave

@dave@ebay it's the same for all transactions. Since they updated the refund flow, they've got things the wrong way round. What happens is you enter the refund amount and the system splits it pro rata between the item price and postage price. Only after doing that does it ask you to enter the reason for the refund.

It should be asking you the reason before it apportions the refund as, in many cases, it's a combined postage refund so the refund should be taken fully from the postage and not at all from the item price. But the system process is organised in the wrong order so this display error occurs every time - which will only confuse buyers when they get the notification.