Weekly Chat with the eBay Community Team- 24.01.24 @2pm | Chat with the eBay Community Team | eBay UK

Weekly Chat with the eBay Community Team- 24.01.24 @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- 24.01.24 @2pm

Hi everyone,

Our eBay Community Team is made up of marco@ebay, @dave@ebay@marco@ebay and katie@ebay@katie@ebayBetween us, we have knowledge in Buying, Selling, Fulfilment, Payments, and the Community itself. Anything we aren’t sure on, we’ll know the people who will be! Please ask us any questions you may have, and we’ll do all we can to support.

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community-team@ebay eBay Staff

eBay Staff

eBay Staff0 View listings

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

42 comments

ducatimondo

·2 years ago

Marco,
Please look at this order number on this account and tell me it is working as planned with EDD's shown
14-11062-93768

Thanks
Russ

marco@ebay

eBay Staff

Admin2 years ago

@ducatimondo wrote:

Marco,
Please look at this order number on this account and tell me it is working as planned with EDD's shown
14-11062-93768

Thanks
Russ

Hi @ducatimondo

Thank you for this. I've just reviewed this one, and it seems to be working ok.

Marco

Anonymous User

·2 years ago

Hello, perhaps one of you would be kilnd enough to explain why on trying to customise the desktop the "Status bar" box is now greyed out and i'm stuck with seeing it, ie around 30% of my desktop is irrelevent to running my ebay sales.

dave@ebay

eBay Staff

Admin2 years ago

@Anonymous wrote:

Hello, perhaps one of you would be kilnd enough to explain why on trying to customise the desktop the "Status bar" box is now greyed out and i'm stuck with seeing it, ie around 30% of my desktop is irrelevent to running my ebay sales.

Hi @Anonymous

Is it when you're trying to customise Seller hub it doesn't allow you to select some of the options?

If you can take a screenshot of the issue and PM it to me I'll have a look into it.

Thanks

Dave

Anonymous User

·2 years ago

It's simply the "Status bar" tick box is now grey with a tick already in it that i can't untick, so i'm stuck with permanently seeing the "Status bar" and obviously i don't wish to.

dave@ebay

eBay Staff

Admin2 years ago

@Anonymous wrote:

It's simply the "Status bar" tick box is now grey with a tick already in it that i can't untick, so i'm stuck with permanently seeing the "Status bar" and obviously i don't wish to.

Hi @Anonymous

I understand, its the status bar on the overview page. Im not sure why its grayed out like that. Let me take it offline and I'll find out why its doing that.

Thanks,

Dave

contessa35

·2 years ago

Hi, I wonder if there is any further news on what is causing the issue that is preventing US-based sellers from using eBay International Shipping (EIS) to the UK in certain categories such as Dolls & Bears? This usually results in there being no specified shipping to the UK and many sellers aren't aware of it until it they are alerted to it, but they then can't put the UK back in. It very often blocks UK buyers from even bidding, offering or buying too. Not all sellers want to use any method other than EIS, so often it prevents sales that would otherwise have gone ahead.

@marco@ebay was keeping an eye on things, I understand, to look for clues. I am hoping it's just a glitch or bug that is causing the issue, rather than some intentional change. It's been happening for almost 4 months now and pretty much affecting all the listings of all EIS-enrolled US sellers in the categories that suffer from this phenomenon. Thanks!

marco@ebay

eBay Staff

Admin2 years ago

@contessa35 wrote:

Hi, I wonder if there is any further news on what is causing the issue that is preventing US-based sellers from using eBay International Shipping (EIS) to the UK in certain categories such as Dolls & Bears? This usually results in there being no specified shipping to the UK and many sellers aren't aware of it until it they are alerted to it, but they then can't put the UK back in. It very often blocks UK buyers from even bidding, offering or buying too. Not all sellers want to use any method other than EIS, so often it prevents sales that would otherwise have gone ahead.

@marco@ebay was keeping an eye on things, I understand, to look for clues. I am hoping it's just a glitch or bug that is causing the issue, rather than some intentional change. It's been happening for almost 4 months now and pretty much affecting all the listings of all EIS-enrolled US sellers in the categories that suffer from this phenomenon. Thanks!

Hi @contessa35, thanks for your post.

I am still working on this, I understand that this might be taking longer that what you were initially expecting, but we are pushing for this. I will let you know as soon as I get an update for you, in the meantime there is no need for you to follow up as we are doing that for you.

Thank you,

Marco

contessa35

·2 years ago

Thank you Marco. I was only checking in case I'd missed anything, in case there was a clue to the cause. I understand it will take some time to fix it, if indeed it is something that can or should be fixed. I don't mean to pressurise you.

lincolnshiremarine

·2 years ago

Good afternoon

Could you please kindly provided details of whom we need to contact to raise a formal complaint with regards the length of time it is taking ebay to resolve the EDD issues.

Many buyers have reported this issue, I reported it back in December, and had to chase for a reply, only to be told "we are still looking into it"

Sellers have taken the time to submit evidence to the ebay team, and the evidence speaks for itself, there is a problem with ebays EDD, the system is flawed.

Whilst I appreciate your hands are tied, I am sure there is something more that can be done to get this resolved. Is there an team looking at this at all?

It is increasingly frustrating when we are being ignored as @ducatimondo has pointed out.

Best wishes

marco@ebay

eBay Staff

Admin2 years ago

@lincolnshiremarine wrote:

Good afternoon

Could you please kindly provided details of whom we need to contact to raise a formal complaint with regards the length of time it is taking ebay to resolve the EDD issues.

Many buyers have reported this issue, I reported it back in December, and had to chase for a reply, only to be told "we are still looking into it"

Sellers have taken the time to submit evidence to the ebay team, and the evidence speaks for itself, there is a problem with ebays EDD, the system is flawed.

Whilst I appreciate your hands are tied, I am sure there is something more that can be done to get this resolved. Is there an team looking at this at all?

It is increasingly frustrating when we are being ignored as @ducatimondo has pointed out.

Best wishes

Hi @lincolnshiremarine, thanks for your post.

We have addressed this query for multiple users now, and we've also reviewed this closely with our IT team and no faults were found. While I understand where you are coming from, I can confirm EDD is working correctly, and we are unable to provide a different answer or update at this time. If you wish to file a complaint, you can always contact our customer service team, and they will lodge your contact as a complaint.

Thank you,

Marco

ducatimondo

·2 years ago

@marco@ebay wrote:
@lincolnshiremarine wrote:
Good afternoon

Could you please kindly provided details of whom we need to contact to raise a formal complaint with regards the length of time it is taking ebay to resolve the EDD issues.

Many buyers have reported this issue, I reported it back in December, and had to chase for a reply, only to be told "we are still looking into it"

Sellers have taken the time to submit evidence to the ebay team, and the evidence speaks for itself, there is a problem with ebays EDD, the system is flawed.

Whilst I appreciate your hands are tied, I am sure there is something more that can be done to get this resolved. Is there an team looking at this at all?

It is increasingly frustrating when we are being ignored as @ducatimondo has pointed out.

Best wishes

Hi @lincolnshiremarine, thanks for your post.

We have addressed this query for multiple users now, and we've also reviewed this closely with our IT team and no faults were found. While I understand where you are coming from, I can confirm EDD is working correctly, and we are unable to provide a different answer or update at this time. If you wish to file a complaint, you can always contact our customer service team, and they will lodge your contact as a complaint.

Thank you,
Marco

Marco,

Please can eBay stop telling us that it is working when it clear is not.

If an item is ordered at 7pm on Wednesday 17th and can't even be posted until the 18th, then why is the tracking showing delivery between 18th-19th with an economy service that is according to the Royal Charter, as commanded by King Charles III, a 3-5 day service?

There is no way on earth is it working as planned unless you planned it to not work.

Why on earth eBay insist it is working is just ridiculous.

Thanks
Russ

lincolnshiremarine

·2 years ago

Errr.... You have replied to a thread today at 12.52pm to @best-range @atlantis-myshop @messier44000 in relation to the same issue stating "No further updates at the moment. As advised above, I will let you know here once I have an update"

Yet you have now replied to me on the weekly chat , with the same issue this

"We have addressed this query for multiple users now, and we've also reviewed this closely with our IT team and no faults were found. While I understand where you are coming from, I can confirm EDD is working correctly, and we are unable to provide a different answer or update at this time. If you wish to file a complaint, you can always contact our customer service team, and they will lodge your contact as a complaint."

So which reply is correct?

Best wishes

marco@ebay

eBay Staff

Admin2 years ago

@lincolnshiremarine wrote:

marco@ebay

Errr.... You have replied to a thread today at 12.52pm to @best-range @atlantis-myshop @messier44000 in relation to the same issue stating "No further updates at the moment. As advised above, I will let you know here once I have an update"

Yet you have now replied to me on the weekly chat , with the same issue this

"We have addressed this query for multiple users now, and we've also reviewed this closely with our IT team and no faults were found. While I understand where you are coming from, I can confirm EDD is working correctly, and we are unable to provide a different answer or update at this time. If you wish to file a complaint, you can always contact our customer service team, and they will lodge your contact as a complaint."

So which reply is correct?

Best wishes

Thanks for your reply, @lincolnshiremarine.

On the thread in question, multiple issues were reported, and those issues are still under review, which is why no further updates were provided. Also, on the same thread when noting the report, I've set up the right expectation by saying that nothing wrong seems to be happening with EDDs, but we would look into it anyway just to be safe.

Regarding EDDs alone, no issues have been found so far, so our answer would still be the same.

Thank you,

Marco

lincolnshiremarine

·2 years ago

@marco@ebay

I have reported all of those issues too, now I know I am being ignored.

It is very clear to me, that nothing is being done.

What do I need to do to be heard, your advice would be greatly appreciated.

Best wishes

marco@ebay

eBay Staff

Admin2 years ago

@lincolnshiremarine wrote:

@marco@ebay

I have reported all of those issues too, now I know I am being ignored.

It is very clear to me, that nothing is being done.

What do I need to do to be heard, your advice would be greatly appreciated.

Best wishes

Thanks for your reply, @lincolnshiremarine.

Every time you report/flag something, we look into it as soon as possible. You don't need to do anything else but to let us know your query through any of our channels, and we will assist you.

Thank you,

Marco

pg_kicks

·2 years ago

Hi,

I asked about TRS discount for AGS items on the 1st of November last year and was told to start a new thread, since then I've only had an update saying no update, since that update it has returned then dissappeared again and I have asked for an update on the thread and in the weekly chat but Marco said no update means nothing has changed (but it clearly has changed twice) so there should be an update. I have added screengrabs on the thread showing all of this.

Im sorry but thats not customer service, after nearly 3 months it should be getting chased up to get some sort of answer, if I am expected to just sit and wait for an update it will never come as we all know how eBay backroom team operate.

katie@ebay

eBay Staff

2 years ago

Hi @pg_kicks,

You're correct that it is not something our team here can take on, as it would not be something we could keep up with. We have been sharing feedback we are seeing about the reporting platform, and we will continue to do so internally. We appreciate you making the reports through the correct channels.

Thanks,

Katie

pg_kicks

·2 years ago

I was told by your team to start a thread about it, and then they said they would keep me updated? So after 3 months are you admitting its nothing you can deal with?

katie@ebay

eBay Staff

2 years ago

@pg_kicks wrote:

I was told by your team to start a thread about it, and then they said they would keep me updated? So after 3 months are you admitting its nothing you can deal with?

Hi @pg_kicks ,

Sorry that was a quoting issue on my side. This was in reply to your post about reporting 250 items.

Dave will be getting back to you on the other question. Sorry about the confusion.

Thanks,

Katie

dave@ebay

eBay Staff

Admin2 years ago

@pg_kicks wrote:

Hi,

I asked about TRS discount for AGS items on the 1st of November last year and was told to start a new thread, since then I've only had an update saying no update, since that update it has returned then dissappeared again and I have asked for an update on the thread and in the weekly chat but Marco said no update means nothing has changed (but it clearly has changed twice) so there should be an update. I have added screengrabs on the thread showing all of this.

Im sorry but thats not customer service, after nearly 3 months it should be getting chased up to get some sort of answer, if I am expected to just sit and wait for an update it will never come as we all know how eBay backroom team operate.

Hi @pg_kicks

This is currently being reviewed by the AG team but with site wide changes it can take time to impatient.

Unfortunately we are not involved with the backend processes so we generally have an update until its actioned. We will keep a note of any threads with these queries and escalations the one we have an update we will update the thread.

Thanks,

Dave

ducatimondo

·2 years ago

I asked the following question in the weekly chat last week and no one from the eBay team has replied to it?

"Can one or more of the eBay team please also look at this thread and join the discussion.

Reporting listings in violation of policy

Thanks

Russ"

So it appears that the team do not look at other threads when tagged in them or even when they are posted asking for help in this weekly chat.
Why not?

Thanks
Russ

russellmattin

·2 years ago

ADDING TRACKING TO MULTI ITEM SALES

I have quite a few multi listing items and can often sell 5, 10 or 20 items in one sale from THE SAME LISTING. If I then have to add tracking details I have to enter the identical tracking details 5 10 or 20 times for it to show on my orders page. I was told by CS that I only need to enter details in the top item and it will automatically populate the rest but this is not the case. There should be a box to tick (on the Add tracking details screen) if you want the same details entered against every item (which is always the case for me)

marco@ebay

eBay Staff

Admin2 years ago

@russellmattin wrote:

ADDING TRACKING TO MULTI ITEM SALES

I have quite a few multi listing items and can often sell 5, 10 or 20 items in one sale from THE SAME LISTING. If I then have to add tracking details I have to enter the identical tracking details 5 10 or 20 times for it to show on my orders page. I was told by CS that I only need to enter details in the top item and it will automatically populate the rest but this is not the case. There should be a box to tick (on the Add tracking details screen) if you want the same details entered against every item (which is always the case for me)

Hi @russellmattin, thanks for your question.

I will look into this for you now, and I will provide you with an update here by the end of the day.

Thank you,

Marco

marco@ebay

eBay Staff

Admin2 years ago

@russellmattin wrote:

ADDING TRACKING TO MULTI ITEM SALES

I have quite a few multi listing items and can often sell 5, 10 or 20 items in one sale from THE SAME LISTING. If I then have to add tracking details I have to enter the identical tracking details 5 10 or 20 times for it to show on my orders page. I was told by CS that I only need to enter details in the top item and it will automatically populate the rest but this is not the case. There should be a box to tick (on the Add tracking details screen) if you want the same details entered against every item (which is always the case for me)

Hi @russellmattin,

I've just been confirmed that this is not possible, so for the moment you would need to add it individually. However, I will pass as a suggestion for this to be included as a feature in future updates to see if this is something we could add going forward.

Thank you,

Marco

cobwebcottage

·2 years ago

Hello All,

You may have seen my post on the discussion boards regarding reporting listings in violation of Ebay's policies. Quite a few of us are having the same issues when we report a listing and it seems that it is not working correctly when it is being dealt with by AI. '(We looked into your report and didn’t find the listing to be in violation of our policy. This determination was made using automation or artificial intelligence.'). The appeal link for these is also broken .

Some have been positively actioned when they have been checked by a human although it seems that only a few of these reach them unless it involves serious issues such as hazardous or x rated material.

Please could you pass this on to the correct department to review and correct the issues?

marco@ebay

eBay Staff

Admin2 years ago

@cobwebcottage wrote:

Hello All,

You may have seen my post on the discussion boards regarding reporting listings in violation of Ebay's policies. Quite a few of us are having the same issues when we report a listing and it seems that it is not working correctly when it is being dealt with by AI. '(We looked into your report and didn’t find the listing to be in violation of our policy. This determination was made using automation or artificial intelligence.'). The appeal link for these is also broken .

Some have been positively actioned when they have been checked by a human although it seems that only a few of these reach them unless it involves serious issues such as hazardous or x rated material.

Please could you pass this on to the correct department to review and correct the issues?

Hi @cobwebcottage, thanks for your post.

Thank you, if you confirm the item numbers for the item you don't think were actioned correctly, I can definitely flag this for you. Please note that this is not an additional report, so we might not be able to provide you with further updates in terms of the reporting.

Thank you,

Marco

pg_kicks

·2 years ago

Sorry for jumping on this reply, but can I send you over 250 listings that are clearly breaking ebay policy? The AI that looks into it seems to have been designed by somebody who doesnt know the policies that eBay set out, these are not just maybe they are breaking them they are clear breaks but we have told you this for months and you and others have constantly told us the reporting is working as planned.

ducatimondo

·2 years ago

I made 2 posts in the weekly chat last week and only got one reply.

So one post was ignored entirely?

It was Marco that posted a reply, but he did not quote the question or post that he replied to in his reply (even though it says that you will in the thread rules as the start of these weekly discussion threads)

So how do I know which post the reply was to and which one was just ignored?

Thanks
Russ

katie@ebay

eBay Staff

2 years ago

@ducatimondo wrote:

I made 2 posts in the weekly chat last week and only got one reply.

So one post was ignored entirely?

It was Marco that posted a reply, but he did not quote the question or post that he replied to in his reply (even though it says that you will in the thread rules as the start of these weekly discussion threads)

So how do I know which post the reply was to and which one was just ignored?

Thanks
Russ

Hi Russ,

The second post last week was asking us to step in on a thread. The weekly chat is in place to help members with questions, we can provide direct responses to here within the hour.

If you want a member of our team to see a thread outside this chat, please mention us in there. We are not in a position to reply to every mention but will do what we can to assist where possible.

Thanks,

Katie

russellmattin

·2 years ago

Hi, Can you see why there is still a max postage charge of £3.50 for CDs? This was introduced many years ago when you didn’t charge fees on postage and people were putting items on at 99p with £5 or more postage. This is no longer relevant and as any double CDs or boxed sets cost £4.69 tracked Royal mail 2nd class £3.50 is no longer sufficient

dave@ebay

eBay Staff

Admin2 years ago

@russellmattin wrote:

Hi, Can you see why there is still a max postage charge of £3.50 for CDs? This was introduced many years ago when you didn’t charge fees on postage and people were putting items on at 99p with £5 or more postage. This is no longer relevant and as any double CDs or boxed sets cost £4.69 tracked Royal mail 2nd class £3.50 is no longer sufficient

HI @russellmattin

As you know that was part of the reason for capping postage, I'll definitely pass this to shipping to be reviewed though as the costs do change over time.

Obviously I cant say at the moment if it is something that I can get changed but I will have it looked into.

Thanks,

Dave

ducatimondo

·2 years ago

Why do the eBay team tell us to tag them in posts to continue the discussions outside of weekly chat, then when we do, the team never bother to look at the threads??

I tagged everyone on the team, I think, in the thread below, but no one from the eBay team has replied to it?

https://community.ebay.co.uk/t5/Business-Seller-Board/Estimated-delivery-dates-yes-again/m-p/7552521#M307322

Why not?

Thanks
Russ

dave@ebay

eBay Staff

Admin2 years ago

@ducatimondo wrote:

Why do the eBay team tell us to tag them in posts to continue the discussions outside of weekly chat, then when we do, the team never bother to look at the threads??

I tagged everyone on the team, I think, in the thread below, but no one from the eBay team has replied to it?

https://community.ebay.co.uk/t5/Business-Seller-Board/Estimated-delivery-dates-yes-again/m-p/7552521#M307322

Why not?

Thanks
Russ

Hi @ducatimondo

With that post there were multiple tags for the same issue. It was replied to earlier on the thread and we do read it when we are tagged but its may be that we have no change or update since the previous reply.

We will of course continue to monitor these threads and let you know once we have an update.

Thanks,

Dave

ducatimondo

·2 years ago

@dave@ebay wrote:
@ducatimondo wrote:
Why do the eBay team tell us to tag them in posts to continue the discussions outside of weekly chat, then when we do, the team never bother to look at the threads??

I tagged everyone on the team, I think, in the thread below, but no one from the eBay team has replied to it?

https://community.ebay.co.uk/t5/Business-Seller-Board/Estimated-delivery-dates-yes-again/m-p/7552521#M307322

Why not?

Thanks
Russ
Hi @ducatimondo

With that post there were multiple tags for the same issue. It was replied to earlier on the thread and we do read it when we are tagged but its may be that we have no change or update since the previous reply.

We will of course continue to monitor these threads and let you know once we have an update.

Thanks,
Dave

Thank you for your reply Dave
It would help if one of the team posted a reply in the threads they were tagged in to say they are monitoring it and will post an update when available.
The way it is now, they look like they are just being ignored.
There are so many important issues the members are asking about, that all seem to be ignore or just cut and paste replied to be "working as planned".
Can the team actually confirm if they will do that, post to say they have seen it and are monitoring it

Or do we just continue as we are and all believe they are just being ignored?

Thanks
Russ

dave@ebay

eBay Staff

Admin2 years ago

@ducatimondo wrote:

@dave@ebay wrote:

@ducatimondo wrote:

Why do the eBay team tell us to tag them in posts to continue the discussions outside of weekly chat, then when we do, the team never bother to look at the threads??

I tagged everyone on the team, I think, in the thread below, but no one from the eBay team has replied to it?

https://community.ebay.co.uk/t5/Business-Seller-Board/Estimated-delivery-dates-yes-again/m-p/7552521#M307322

Why not?

Thanks
Russ

Hi @ducatimondo

With that post there were multiple tags for the same issue. It was replied to earlier on the thread and we do read it when we are tagged but its may be that we have no change or update since the previous reply.

We will of course continue to monitor these threads and let you know once we have an update.

Thanks,

Dave

Thank you for your reply Dave
It would help if one of the team posted a reply in the threads they were tagged in to say they are monitoring it and will post an update when available.
The way it is now, they look like they are just being ignored.
There are so many important issues the members are asking about, that all seem to be ignore or just cut and paste replied to be "working as planned".
Can the team actually confirm if they will do that, post to say they have seen it and are monitoring it

Or do we just continue as we are and all believe they are just being ignored?

Thanks
Russ

Hi @ducatimondo

I absolutely get that. We are also very aware that sometimes we can appear to be just copying and pasting a response so we try to avoid that.

That said, Ive raised this with the team and we will make sure to better acknowledge these posts.

Thanks,

Dave

lep5224

·2 years ago

Hello , Seller will not respond to my message regarding item i purchased in bid .

They stated in message that relative was ill and would inform me when ready to post item /

Six months now and waiting ,

marco@ebay

eBay Staff

Admin2 years ago

@lep5224 wrote:

Hello , Seller will not respond to my message regarding item i purchased in bid .

They stated in message that relative was ill and would inform me when ready to post item /

Six months now and waiting ,

Hi @lep5224, thanks for your post.

When you don't receive an item, you have 30 days to file an item not received case as per our Money Back Guarantee, so you can get a refund in case you don't receive the item in question. Taking into consideration that it's been 6 months, it is possible that the transaction is outside of the coverage period, so you might not be able to take further actions through eBay at this stage. If for some reason, the transaction is still covered, you can try opening the case here. If the transaction is no longer covered, you would need to stay in touch with the seller and try to reach an agreement with them directly. Please note that you can always file a case regardless of the circumstances, so you are fully protected.

Thank you,

Marco

lep5224

·2 years ago

Thank you Marco, messages betwwen myself and seller were polite and cordial due to her

distress over sick parent . Seller history has a few negative reviews , but she had promised to

send item and inform me when dispatched . Is this fraud ?

marco@ebay

eBay Staff

Admin2 years ago

@lep5224 wrote:

Thank you Marco, messages betwwen myself and seller were polite and cordial due to her

distress over sick parent . Seller history has a few negative reviews , but she had promised to

send item and inform me when dispatched . Is this fraud ?

Hi @lep5224, thanks for your reply.

No problem, happy to help. Hopefully, they will be able to solve this situation for you by issuing a refund or sending the item. We couldn't confirm anything else, but as of now, the best thing to do is definitely staying in touch with them.

Thank you,

Marco

kazlgw

·2 years ago

Hi guys, love using the postage label system which deducts directly for fund, but it only works for courier shipping.

How can I change the payment source for my Royal Mail Labels too please? I have tried to change in the postage label section when I am buying but doesn't give me an option to change to funds from PayPal. am I doing something wrong? Many thanks,

marco@ebay

eBay Staff

Admin2 years ago

@kazlgw wrote:

Hi guys, love using the postage label system which deducts directly for fund, but it only works for courier shipping.

How can I change the payment source for my Royal Mail Labels too please? I have tried to change in the postage label section when I am buying but doesn't give me an option to change to funds from PayPal. am I doing something wrong? Many thanks,

Hi @kazlgw, thanks for your question.

At the moment, the only payment method you can use PayPal, so you wouldn't be able to use a different payment method.

Thank you,

Marco