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Weekly Chat with the eBay Community Team- 23.07.25 @2pm

Hi everybody!

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community-team@ebay eBay Staff

eBay Staff

eBay Staff0 View listings

Posted 1 year ago · Edited 1 year ago·Last reply 1 year ago

38 comments

krafty-kreations

·1 year ago

Is it humans who look at reports or AI?

I am going back to private sellers on business accounts again, As you say we cannot see what action is taken in the background, which I find a little funny as I am not 3, I am pretty sure we would notice the accounts no longer selling or upgrading.

Anyway my question is would one of those actions be giving a seller a year to comply, because I have a list of sellers reported starting a year ago and many are still listing on private accounts?

If not does that mean I am actually a private seller?

dave@ebay

eBay Staff

Admin1 year ago

@krafty-kreations wrote:

Is it humans who look at reports or AI?

I am going back to private sellers on business accounts again, As you say we cannot see what action is taken in the background, which I find a little funny as I am not 3, I am pretty sure we would notice the accounts no longer selling or upgrading.

Anyway my question is would one of those actions be giving a seller a year to comply, because I have a list of sellers reported starting a year ago and many are still listing on private accounts?

If not does that mean I am actually a private seller?

Hi @krafty-kreations

Its a combination of both, depending on the content of the report it can change where the report is routed and if triggers a manual review.

There could be any number of reasons why the reported sellers are not upgraded after a report is reviewed. I don't imagine there would be something that they would be given a year to comply with but I don't review accounts, so I don't know that for definite.

Thanks,

Dave

krafty-kreations

·1 year ago

Thank You Dave

I just feel this is one of those things eBay should be taking serious and stop fobbing us off with excuses.

It is unfair on genuine business sellers who are paying fees.

Now that the BPF has been lowered and greeting cards are exempt from simple delivery I may as well give up or just move over to a private account and save the fees.

retroman303

·1 year ago

Hi there, I hope it’s okay to ask three questions in one post. I’ve only got time to paste this pre-typed post, and won’t be around for the rest of the session to add other questions, so I hope you don't mind.

1 – A bit odd, but on the page where previous weekly chats are available (as read-only, of course), the sessions for 02.07.25 and 09.07.25 are missing. I noticed when I went to access a previous chat for reference.

The page I’m referring to is at https://community.ebay.co.uk/t5/Chat-with-the-eBay-Community/bd-p/WeeklyChatwiththeCommunityteam

Why those two sessions are missing?

2 – In one of those missing sessions, I was told that a seller “probably” would not be able to request a refund for an unused SD label if they had sent their item with an untracked service.

I appreciate the fact that I was given an answer (and you were good enough to answer it nearly an hour after the chat session was over), but surely this should be a Yes/No answer. “Probably” indicates doubt and uncertainty, but the Shipping Team must be able to provide a definite answer to this simple question.

I know that the actual answer is almost certainly ‘No’, but it is frustrating when a question to which there should be a definitive answer is answered in a non-definitive way.

I’ll refrain from commenting on the fact that eBay are all but forcing private sellers to use tracked services, even for items where Royal Mail’s standard 1st/2nd class service and £20 cover is adequate.

3 – Simple Delivery again! If eBay overrides the buyer’s or seller’s choice of courier, does eBay charge the buyer/seller the original amount they paid for the service they chose, or does eBay increase/decrease the SD label fee according to the price of the service that eBay has chosen (over the buyer’s/seller’s original choice)?

Thank you.

kat@ebay

eBay Staff

Admin1 year ago

@retroman303 wrote:

Hi there, I hope it’s okay to ask three questions in one post. I’ve only got time to paste this pre-typed post, and won’t be around for the rest of the session to add other questions, so I hope you don't mind.

1 – A bit odd, but on the page where previous weekly chats are available (as read-only, of course), the sessions for 02.07.25 and 09.07.25 are missing. I noticed when I went to access a previous chat for reference.

The page I’m referring to is at https://community.ebay.co.uk/t5/Chat-with-the-eBay-Community/bd-p/WeeklyChatwiththeCommunityteam

Why those two sessions are missing?

2 – In one of those missing sessions, I was told that a seller “probably” would not be able to request a refund for an unused SD label if they had sent their item with an untracked service.

I appreciate the fact that I was given an answer (and you were good enough to answer it nearly an hour after the chat session was over), but surely this should be a Yes/No answer. “Probably” indicates doubt and uncertainty, but the Shipping Team must be able to provide a definite answer to this simple question.

I know that the actual answer is almost certainly ‘No’, but it is frustrating when a question to which there should be a definitive answer is answered in a non-definitive way.

I’ll refrain from commenting on the fact that eBay are all but forcing private sellers to use tracked services, even for items where Royal Mail’s standard 1st/2nd class service and £20 cover is adequate.

3 – Simple Delivery again! If eBay overrides the buyer’s or seller’s choice of courier, does eBay charge the buyer/seller the original amount they paid for the service they chose, or does eBay increase/decrease the SD label fee according to the price of the service that eBay has chosen (over the buyer’s/seller’s original choice)?

Thank you.

Hi @retroman303 ,

Thank you for the questions.

1. Those two chat sessions from the 2nd and 9th of July are there. They are just abit further down the page as sometimes when we follow up a query from another chat it makes them go out of order if that makes sense.

2. Yes the items need to be sent with a tracked service so its one of the conditions to receive the refund for the unused label.

3. I'll refer this one to the shipping team for confirmation. I'll follow up once I have more details.

Thank you,

Kat

slkoni

·1 year ago

How do you list an item that weighs over 20kg?
There is no option to opt out of Simple Delivery
There is no option to add custom postage.

dave@ebay

eBay Staff

Admin1 year ago

@slkoni wrote:

How do you list an item that weighs over 20kg?
There is no option to opt out of Simple Delivery
There is no option to add custom postage.

Hi @slkoni

We have seen some reports of users not having a custom postage option for heavier items. We have escalated this to the shipping team to look into.

I'll let you know as soon as we have an update on it.

Thanks,

Dave

moonlight-rhapsody

·1 year ago

Thank you, Kat, and will someone be able to get back to me with an explanation? And even more importantly, what will be done about it.

kat@ebay

eBay Staff

Admin1 year ago

@moonlight-rhapsody wrote:

Thank you, Kat, and will someone be able to get back to me with an explanation? And even more importantly, what will be done about it.

Hi @moonlight-rhapsody ,

As it will be feedback shared to be reviewed we won't have a follow up on it.

Thank you,

Kat

chwo-8547

·1 year ago

I had been receive at least 10 return parcels to my address from eBay return. However, I don't know that seller, I think that seller illegal use of my address as the eBay's registered address. How can I report to eBay? Does any email can provide to me to report?

kat@ebay

eBay Staff

Admin1 year ago

@chwo-8547 wrote:

I had been receive at least 10 return parcels to my address from eBay return. However, I don't know that seller, I think that seller illegal use of my address as the eBay's registered address. How can I report to eBay? Does any email can provide to me to report?

Hi @chwo-8547 ,

Is the registered address you are receiving the return parcels to on this account you are posting from?

Thank you.

Kat

Thank you,

Kat

chwo-8547

·1 year ago

No, I am the buyer only.

I can show you one of the Order ID is 15-13281-53226, and the return ID is 5296594464.

I don't know how to do and I try to contact Royal Mail Customer Service Point to return back, but those Royal Mail said this is "RETURN PARCEL" so cannot be return to sender.

chwo-8547

·1 year ago

No, this is my buyer account. I don't know that seller.

Moreover, I try to use "Report an issue with a seller", and show the seller company name, order ID and return ID to eBay, however, your system always said: "We ran into a problem. Please try again later."

I dont know how to do on next step.

kat@ebay

eBay Staff

Admin1 year ago

@chwo-8547 wrote:

No, this is my buyer account. I don't know that seller.

Moreover, I try to use "Report an issue with a seller", and show the seller company name, order ID and return ID to eBay, however, your system always said: "We ran into a problem. Please try again later."

I dont know how to do on next step.

Hi @chwo-8547 ,

If you can provide the username for the account that the address is being used for returns we will follow it up for reporting on our side.

Thank you,

Kat

chwo-8547

·1 year ago

um...i don't know that seller ID, how can I do? I only have their Order ID

kat@ebay

eBay Staff

Admin1 year ago

@chwo-8547 wrote:

um...i don't know that seller ID, how can I do? I only have their Order ID

Hi @chwo-8547 ,

I think this may have caused confusion. I'm not asking for the sellers id or information. I was asking if your account chwo-8547 was the account that the address was used for the returned parcels. I will use that account for the report. If it is different you can let me know.

Thank you,

Kat

d-o-y

·1 year ago

Hi

Can a member of the community team assure me that by becoming a business seller the postage rules that apply to private sellers will NOT apply. In other words we can post how we like through any means we like and not have to use the awful SD method.

kat@ebay

eBay Staff

Admin1 year ago

@d-o-y wrote:

Hi

Can a member of the community team assure me that by becoming a business seller the postage rules that apply to private sellers will NOT apply. In other words we can post how we like through any means we like and not have to use the awful SD method.

Hi @d-o-y ,

Simple Delivery postage does not apply to business sellers. If you are selling on a business account you are able to use your own postage options.

Thank you,

Kat

a45heaven

·1 year ago

@kat@ebay

Simple Delivery postage does not apply to business sellers. If you are selling on a business account you are able to use your own postage options.

Thank you,

Kat

Respectfully, For how long ? Is there a guaranteed period in which ebay will not inflict Simple Delivery on Business Sellers? Or should Sellers just prepare for it - just in case.

kat@ebay

eBay Staff

Admin1 year ago

@a45heaven wrote:

@kat@ebay

Simple Delivery postage does not apply to business sellers. If you are selling on a business account you are able to use your own postage options.

Thank you,

Kat

Respectfully, For how long ? Is there a guaranteed period in which ebay will not inflict Simple Delivery on Business Sellers? Or should Sellers just prepare for it - just in case.

Hi @a45heaven ,

There is no currently no plans in place for Simple Delivery to be introduced to Business Sellers.

Thank you,

Kat

moonlight-rhapsody

·1 year ago

A few weeks ago I raised the issue of search results being nonsensical, and I was told to clear the cache. So I’ve used a totally clean browser (Chrome, instead of my normal Firefox) - no history, no cache, no cookies - and the screenshots show that the results are the same.

The search term was “original watercolour painting seascape”, sorted by "Lowest price + P&P”.

The first screenshot shows the top 3 listings. Out of 5,300 results, ebay apparently thinks that the "best listings" for a Seascape search are Trees, Calligraphy and the Grand Canyon. The second screenshot shows the listings just a few further down - more shells and 3 more pictures of forests. How can your search program get these results so wrong?

The third screenshot highlights two issues with the search results. One - Japanese roses are showing up in a search for a seascape; and Two - why are two pictures at £6.28 each inc P&P showing higher up the listings than pictures at £5.40 and several pictures at £5.37. The results are supposed to be in the order "Lowest Price + P&P”.

These results are not isolated incidents. Nonsensical results like these happen all the time. WHY? How can your search program possibly think that a potential buyer of a seascape wants to see the Grand Canyon and paintings of forests and flowers? What is the point of searching when the results throw up farcical anomalies like these. Does ebay not realise how incredibly frustrating and irritating it is, not only for buyers but also for sellers who see their listings submerged by totally irrelevant results and which are not even in price order.

Screenshot 1.jpg

Screenshot 2.jpg

Screenshot 3.jpg

kat@ebay

eBay Staff

Admin1 year ago

@moonlight-rhapsody wrote:

A few weeks ago I raised the issue of search results being nonsensical, and I was told to clear the cache. So I’ve used a totally clean browser (Chrome, instead of my normal Firefox) - no history, no cache, no cookies - and the screenshots show that the results are the same.

The search term was “original watercolour painting seascape”, sorted by "Lowest price + P&P”.

The first screenshot shows the top 3 listings. Out of 5,300 results, ebay apparently thinks that the "best listings" for a Seascape search are Trees, Calligraphy and the Grand Canyon. The second screenshot shows the listings just a few further down - more shells and 3 more pictures of forests. How can your search program get these results so wrong?

The third screenshot highlights two issues with the search results. One - Japanese roses are showing up in a search for a seascape; and Two - why are two pictures at £6.28 each inc P&P showing higher up the listings than pictures at £5.40 and several pictures at £5.37. The results are supposed to be in the order "Lowest Price + P&P”.

These results are not isolated incidents. Nonsensical results like these happen all the time. WHY? How can your search program possibly think that a potential buyer of a seascape wants to see the Grand Canyon and paintings of forests and flowers? What is the point of searching when the results throw up farcical anomalies like these. Does ebay not realise how incredibly frustrating and irritating it is, not only for buyers but also for sellers who see their listings submerged by totally irrelevant results and which are not even in price order.

Hi @moonlight-rhapsody ,

Thank you for your post.

I understand what your advising of the results of the lowest to highest. I will share these examples with the relevant team within eBay for review.

Thank you,

Kat

custom-giftsuk

·1 year ago

Also as per the recent memo about protecting minors on eBay from content that would be unsuitable, I thought that these items would be certainly in breach of at least one , probably three or more rules. Hence my concern

So would you prefer I upload the images or titles of these items so the team can give me an expert opinion please

lincolnshiremarine

·1 year ago

Good afternoon

There is an issue with a COLLECTION order on our account. I have spoken to eBay CS and they are missing the point.

A buyer collected the item from us on 17th July and we scanned the QR code number and it is now marked as COLLECTED. order number: 06-13329-02870. However, it is still showing as we need to post the item in the dispatch figure and under ORDERS.

If you look on our SELLER HUB under dispatch it has included the item in the dispatch figure then if you go to ORDERS - AWAITING POSTAGE - PRINT POSTAGE LABEL - It showing as we need to dispatch it, but it states COLLECTED.

My question is how can we got this removed from the DISPATCH figure. I can share a screen shot if required.

Thanks

dave@ebay

eBay Staff

Admin1 year ago

@lincolnshiremarine wrote:

Good afternoon

There is an issue with a COLLECTION order on our account. I have spoken to eBay CS and they are missing the point.

A buyer collected the item from us on 17th July and we scanned the QR code number and it is now marked as COLLECTED. order number: 06-13329-02870. However, it is still showing as we need to post the item in the dispatch figure and under ORDERS.

If you look on our SELLER HUB under dispatch it has included the item in the dispatch figure then if you go to ORDERS - AWAITING POSTAGE - PRINT POSTAGE LABEL - It showing as we need to dispatch it, but it states COLLECTED.

My question is how can we got this removed from the DISPATCH figure. I can share a screen shot if required.

Thanks

Hi @lincolnshiremarine

I can't see any open tech issues for this and its doing the same this side. I'll forward it over to the Tech Team to look into and see if they can figure out what's causing it.

Thanks,

Dave

lincolnshiremarine

·1 year ago

Good afternoon Dave]

eBay customer service has said it is a tech issue on our account as I shared two screen shots with them. I would like this resolving as on our DISPATCH heading it shows that we need to dispatch that item, when in fact is shows collected.

As said if you go to POSTAGE then AWAITING POSTAGE - PRINT POSTAGE LABEL - It shows this needs to be posted, yet shows COLLECTED.

Best wishes

lincolnshiremarine

·1 year ago

Please see photo

paulblueandwhite

·1 year ago

I booked Royal Mail collection via eBay link 2 days ago. As is promoted by eBay. My parcel was not collected. The link you provide does not work. Please check this as soon as possible, because I waited all afternoon for RM and nobody turned up. Thank you.

kat@ebay

eBay Staff

Admin1 year ago

@paulblueandwhite wrote:

I booked Royal Mail collection via eBay link 2 days ago. As is promoted by eBay. My parcel was not collected. The link you provide does not work. Please check this as soon as possible, because I waited all afternoon for RM and nobody turned up. Thank you.

Hi @paulblueandwhite ,

I'm sorry to hear this has happened. We don't have any control over the Royal Mail doing the collection part as its down to the post man on that route. However waiting 2 days doesn't seem right. Can you share your order number so we can get this reported and also can you share the link your are advising does not work?

Thank you,

Kat

paulblueandwhite

·1 year ago

Bookec Royal Mail collection on eBay.png

Thank you for your reply.

Sorry, I did not book collection on ROYAL MAIL. I booked collection on link from eBay. "Book a collection."

But this does not work as is promoted by eBay. Received no confirmation of this booking by eBay. Please check eBay link: is not working. You promote: book a collection, but is not working.

Item number: 335437007047

kat@ebay

eBay Staff

Admin1 year ago

@paulblueandwhite wrote:

Thank you for your reply.

Sorry, I did not book collection on ROYAL MAIL. I booked collection on link from eBay. "Book a collection."

But this does not work as is promoted by eBay. Received no confirmation of this booking by eBay. Please check eBay link: is not working. You promote: book a collection, but is not working.

Item number: 335437007047

HI @paulblueandwhite ,

Thank you for the info. I'll share it with our shipping team and follow up once I have more details.

Thank you,

Kat

custom-giftsuk

·1 year ago

I reported a couple of listings recently for breaking eBay rules on nudity. I thought it would’ve been an open and shut case but instead I got a message saying the listings had not broken eBay rules and that the decision was made by an eBay agent. So I put in an appeal and it also got knocked back as the content was not in violation of eBay policies. So I’m quite vexed by this as I feel it does violate eBay policies and as such would it be possible to post the image from the listing here in the chat and you can, perhaps give an expert opinion on why it doesn’t violate eBay rules on nudity please?

dave@ebay

eBay Staff

Admin1 year ago

@custom-giftsuk wrote:

I reported a couple of listings recently for breaking eBay rules on nudity. I thought it would’ve been an open and shut case but instead I got a message saying the listings had not broken eBay rules and that the decision was made by an eBay agent. So I put in an appeal and it also got knocked back as the content was not in violation of eBay policies. So I’m quite vexed by this as I feel it does violate eBay policies and as such would it be possible to post the image from the listing here in the chat and you can, perhaps give an expert opinion on why it doesn’t violate eBay rules on nudity please?

Hi @custom-giftsuk

As you know, we are not part of the policy team so we cant comment on why a listing was or wasn't removed.

You can try reaching out to Customer Support directly and they should be able to give you more information on why the listing wasn't removed.

Thanks,

Dave

custom-giftsuk

·1 year ago

I have reached out to eBay Customer Support and they seem as confused as I am in regards this issue, so I thought that perhaps as the team are here to support the community, you could perhaps give me any good reason that the items in question would not be in violation. As it has already gone through the appeals process and been rejected by an eBay agent I was wondering if you would be able to support me in understanding in which way these items wouldn't break eBay rules and policies.

I can quite easily post the item images to the chat if that helps any or perhaps even give you the titles to see if that would be easier

dave@ebay

eBay Staff

Admin1 year ago

@custom-giftsuk wrote:

I have reached out to eBay Customer Support and they seem as confused as I am in regards this issue, so I thought that perhaps as the team are here to support the community, you could perhaps give me any good reason that the items in question would not be in violation. As it has already gone through the appeals process and been rejected by an eBay agent I was wondering if you would be able to support me in understanding in which way these items wouldn't break eBay rules and policies.

I can quite easily post the item images to the chat if that helps any or perhaps even give you the titles to see if that would be easier

Hi @custom-giftsuk

If you've spoke to CS already, there won't be any more information we can provide you. We don't have access to the report or the reasons it was denied. You would need to speak to one of the policy team on this.

Thanks,

Dave

custom-giftsuk

·1 year ago

CS seemed as confused as I when we asked them to check the listings, so should I provide the images here in the chat or perhaps just perhaps the titles and you can advise on the issue please?

custom-giftsuk

·1 year ago

Because if eBay agent ruled that the items were not in violation of nudity and the eppeal team also ruled that the items were not in breach of the nudity rules, surely as a member of the eBay Community Support team the items in questions would be perfectly ok to post the listing images or even the listing titles. Otherwise you'd be concerned that the eBay agent & appeals team would not be doing their jobs correctly and were concerned with images / titles that were unsuitable for a public forum never mind the eBay site and wouldn't allow the images/titles to be posted.

dave@ebay

eBay Staff

Admin1 year ago

@custom-giftsuk wrote:

CS seemed as confused as I when we asked them to check the listings, so should I provide the images here in the chat or perhaps just perhaps the titles and you can advise on the issue please?

Hi @custom-giftsuk

We can give you an answer on this. As I've already said, you will need to speak to the policy team.

We won't be replying further.

Thanks,

Dave