Weekly Chat with the eBay Community Team- 24.09.25 @2pm | Chat with the eBay Community Team | eBay UK

Weekly Chat with the eBay Community Team- 24.09.25 @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- 24.09.25 @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.

Please ask your questions in the thread below. In order to be able to answer your questions as quickly as possible, we ask you to have one question per post. Of course, you can make as many posts as you like in the Chat- the more the merrier!

Our eBay Community Team is made up of kat@ebay, marco@ebay and dave@ebay. Between 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. We understand that certain topics, such as concerns about businesses possibly using private accounts, can be frustrating and important to you. Please refrain from asking the same question repeatedly in our weekly live chats. We assure you that we carefully review all posts in the forum and ensure that your concerns are communicated to the relevant teams for appropriate action.
To maintain a constructive and community environment, posts that repeatedly breach this guideline may be removed. Continued violations could result in further action against your community account. We appreciate your cooperation and understanding in helping us keep our community focused and respectful.

To ask your question, click Reply in the lower-right corner of this post, type your question, and click Reply between 2pm and 3pm. The community team will answer each incoming question in chronological order and will quote the original question in each answer.

Please note that any reply without a question to the community team or discussion replies may be removed from the chat. We want to keep on track to get through as many questions as possible. We welcome all discussion to be moved to the discussion boards.

If you missed the weekly chat time, please ask your question in the community boards and tag us or we will be back next week with another chat!

Many thanks,

Your eBay Community Team

community-team@ebay eBay Staff

eBay Staff

eBay Staff0 View listings

Posted 10 months ago · Edited 10 months ago·Last reply 10 months ago

22 comments

custom-giftsuk

·10 months ago

Speaking of the UK Open next week, is there an itinerary yet as a live chat would be a great idea 🙂

kat@ebay

eBay Staff

Admin10 months ago

@custom-giftsuk wrote:

Speaking of the UK Open next week, is there an itinerary yet as a live chat would be a great idea 🙂

Hi @custom-giftsuk ,

Usually these details are sent to registered sellers a few days before the event takes place.

Thank you,

Kat

pegr-834437

·10 months ago

Will there be a weekly chat at the open event?

Seems like a perfect place for business sellers to ask questions direct to you and you could even invite other team managers onto the stage and they can answer direct instead of having to send messages and wait for replies/fixes. As both happen on a Wednesday it seems like a perfect fit and could be then on video after for others who couldn't make the event to hear the questions being answered.

I know many business sellers will network throughout the day but a live weekly chat seems like a very easy and helpful thing to do as it could bring sellers together who share the same issues or fixes.

kat@ebay

eBay Staff

Admin10 months ago

@pegr-834437 wrote:

Will there be a weekly chat at the open event?

Seems like a perfect place for business sellers to ask questions direct to you and you could even invite other team managers onto the stage and they can answer direct instead of having to send messages and wait for replies/fixes. As both happen on a Wednesday it seems like a perfect fit and could be then on video after for others who couldn't make the event to hear the questions being answered.

I know many business sellers will network throughout the day but a live weekly chat seems like a very easy and helpful thing to do as it could bring sellers together who share the same issues or fixes.

Hi @pegr-834437 ,

I understand on where your coming from on raising issues. The weekly chat will not be at the Open. Please see the announcement on the eBay Open here with details on what's involved at it. Lots of opportunities for networking with other sellers.

There is also the option to book a one to one meeting with an advisor where you can discuss your account and raise any concerns.

Thank you,

Kat

pegr-834437

·10 months ago

Thanks, yeah I have read that but you cant book a meeting as that option isn't available yet. Neither is the app updated or any type of itinerary available yet. As its less than a week out I thought the meetings would be available by now.

Seems a shame that eBay don't want to host a live weekly chat, it could solve so many issues but I think we all know why it wouldnt happen.

Thanks for the reply though.

nutrafituk

·10 months ago

Hello again,

yesterday your technical team decided to mess about the way all variations were displayed – please see attached. That resulted not just in lack of sales but also not being able to synchronise any stock across hundreds of positions. This morning the change was reversed.

Could you advise your technical team please to rather fix or resolve any existing issues rather than creating new ones? There are problems that have been widely reported for months now, the last thing that is needed now is some sort of fancy icons replacing already well-working drop-down menus. It is noy just irresponsible but also utterly unprofessional.

dave@ebay

eBay Staff

Admin10 months ago

@nutrafituk wrote:

Hello again,

yesterday your technical team decided to mess about the way all variations were displayed – please see attached. That resulted not just in lack of sales but also not being able to synchronise any stock across hundreds of positions. This morning the change was reversed.

Could you advise your technical team please to rather fix or resolve any existing issues rather than creating new ones? There are problems that have been widely reported for months now, the last thing that is needed now is some sort of fancy icons replacing already well-working drop-down menus. It is noy just irresponsible but also utterly unprofessional.

Hi @nutrafituk

Thanks for your feedback, I'll pass it over to the site team to review.

Thanks,

Dave

custom-giftsuk

·10 months ago

Good afternoon. There is a thread on the Community Boards in regards automated feedback not being added to accounts/tracking not being read by eBay.

We did comment on the Community Chat around a month or so ago in regards to this, and was told that it was an IT issue and that they were aware of it.

This issue still is not fixed, and is getting worse as it's now affecting other users. We have to speak to eBay CS daily to get them to close multiple INR cases where buyers "claim" their items havent arrived because there is, as they are aware, no tracking on the item. We have tracking and have to add it manually to cases where INRs are opened. Even then eBay do not take the tracking numbers (which are valid) and close the cases automatically. We literally have to phone up every day to have eBay CS close cases manually. We've spoken to eBay CS and they have told us that there is no problem/that there is a problem and IT/intergrations are aware of it/there was a problem but its fixed and we give them the correct information and they claim to pass it to IT.

So my question is - is there a problem with the Royal Mail integration, are eBay IT aware of it and will it be fixed?

I have attached a screenshot of a random order, showing tracking (which eBay are ignoring), and the Royal Mail website showing item was delivered to illustrate the point

kat@ebay

eBay Staff

Admin10 months ago

@custom-giftsuk wrote:

Good afternoon. There is a thread on the Community Boards in regards automated feedback not being added to accounts/tracking not being read by eBay.

We did comment on the Community Chat around a month or so ago in regards to this, and was told that it was an IT issue and that they were aware of it.

This issue still is not fixed, and is getting worse as it's now affecting other users. We have to speak to eBay CS daily to get them to close multiple INR cases where buyers "claim" their items havent arrived because there is, as they are aware, no tracking on the item. We have tracking and have to add it manually to cases where INRs are opened. Even then eBay do not take the tracking numbers (which are valid) and close the cases automatically. We literally have to phone up every day to have eBay CS close cases manually. We've spoken to eBay CS and they have told us that there is no problem/that there is a problem and IT/intergrations are aware of it/there was a problem but its fixed and we give them the correct information and they claim to pass it to IT.

So my question is - is there a problem with the Royal Mail integration, are eBay IT aware of it and will it be fixed?

I have attached a screenshot of a random order, showing tracking (which eBay are ignoring), and the Royal Mail website showing item was delivered to illustrate the point

Hi @custom-giftsuk ,

Thank you for the details and screenshot. This was reported by another user and Marco has logged it with our tech team. Its currently being looked into and the soonest there is an update we will post back and update the threads.

Thank you,

Kat

lincolnshiremarine

·10 months ago

Good afternoon Team

Is there any update please on the issue I reported on 17th September regarding not receiving eBay's auto positive feedback.

As you are aware this was introduced at the end of April 2025, and from my understanding if the item was confirmed as delivered (per the eBay tracking), the buyer had not had an issues nor left feedback themselves after seven days, eBay would leave auto feedback "COMPLETED SUCCESSFULLY - TRACKED AND ON TIME" . This was working and now it has stopped.

We have lost out, at this moment in time this is the only benefit that eBay has introduced for business sellers, as lets face it eBay has not given business sellers any other positive things. Therefore, as you will agree it is important that if you have introduced this, that it should be working.

I know you have logged this with IT, but how long do I need to wait for this to be looked into please?

You will note I did a post on the forum recently, and it appears I am not the only seller facing this issue too, others have reported this, and still it has not been resolved.

Best wishes

marco@ebay

eBay Staff

Admin10 months ago

@lincolnshiremarine wrote:

Good afternoon Team

Is there any update please on the issue I reported on 17th September regarding not receiving eBay's auto positive feedback.

As you are aware this was introduced at the end of April 2025, and from my understanding if the item was confirmed as delivered (per the eBay tracking), the buyer had not had an issues nor left feedback themselves after seven days, eBay would leave auto feedback "COMPLETED SUCCESSFULLY - TRACKED AND ON TIME" . This was working and now it has stopped.

We have lost out, at this moment in time this is the only benefit that eBay has introduced for business sellers, as lets face it eBay has not given business sellers any other positive things. Therefore, as you will agree it is important that if you have introduced this, that it should be working.

I know you have logged this with IT, but how long do I need to wait for this to be looked into please?

You will note I did a post on the forum recently, and it appears I am not the only seller facing this issue too, others have reported this, and still it has not been resolved.

Best wishes

Hi @lincolnshiremarine, thanks for your post.

No update so far, but this is still being looked into. Once I have an update for you, I will let you know.

Thank you,

Marco

pegr-834437

·10 months ago

Hi,

Apologies if this isn't allowed but I couldn't find anywhere on the board that answered it.

Are the moderators humans or AI? Just I replied back to a message they sent 2 weeks ago and have either been ignored or its AI and they just don't reply. I'm hoping that its just AI as ignoring a user for over 2 weeks seems a little rude.

kat@ebay

eBay Staff

Admin10 months ago

@pegr-834437 wrote:

Hi,

Apologies if this isn't allowed but I couldn't find anywhere on the board that answered it.

Are the moderators humans or AI? Just I replied back to a message they sent 2 weeks ago and have either been ignored or its AI and they just don't reply. I'm hoping that its just AI as ignoring a user for over 2 weeks seems a little rude.

Hi @pegr-834437 ,

The moderators are human not AI. I will follow up with the team to have your message reviewed.

Thank you,

Kat

pegr-834437

·10 months ago

Thanks for your help I shall await the reply.

jjambadger27

·10 months ago

Hi, are tariffs being applied to "information materials" (such as CDs/vinyl/other physical music formats) being sent to the US from the UK via the Global Shipping Programme? They shouldn't be as they're exempt, as confirmed by US Customs and Border Protection, but it would be good to know if the tariffs are being applied or not, as I'm sure I'm not the only seller holding off using the GSP again for the US until this is clarified.

marco@ebay

eBay Staff

Admin10 months ago

@jjambadger27 wrote:

Hi, are tariffs being applied to "information materials" (such as CDs/vinyl/other physical music formats) being sent to the US from the UK via the Global Shipping Programme? They shouldn't be as they're exempt, as confirmed by US Customs and Border Protection, but it would be good to know if the tariffs are being applied or not, as I'm sure I'm not the only seller holding off using the GSP again for the US until this is clarified.

Hi @jjambadger27, thanks for your post.

This was addressed for you before, I'd suggest checking the list of affected items in case you have any questions. Otherwise, please feel free to consult a tax expert as this is not a matter we are able to assist any further, as we have shared all the information we have available.

Thank you,

Marco

jjambadger27

·10 months ago

I'm well aware that music items are meant to be exempt, I'm simply asking if eBay are implementing this or not. Surely someone at eBay will know this? Otherwise, a buyer will be unfairly paying a tariff, which could lead to them cancelling the purchase when they see the charge applied.

marco@ebay

eBay Staff

Admin10 months ago

@jjambadger27 wrote:

I'm well aware that music items are meant to be exempt, I'm simply asking if eBay are implementing this or not. Surely someone at eBay will know this? Otherwise, a buyer will be unfairly paying a tariff, which could lead to them cancelling the purchase when they see the charge applied.

Thanks for your reply, @jjambadger27.

Impacted items/categories will be affected. For further information, please check what items/categories are impacted, or consult a tax expert.

Thank you,

Marco

jjambadger27

·10 months ago

This isn't to do with tax experts, it's about whether eBay are implementing the exemption. Can you ask someone who'd know, please?

marco@ebay

eBay Staff

Admin10 months ago

@jjambadger27 wrote:

This isn't to do with tax experts, it's about whether eBay are implementing the exemption. Can you ask someone who'd know, please?

Thanks for your reply, @jjambadger27.

As advised before, we've shared all the information available around this topic. Please note that unless we have new information around this topic, we will no longer engage with the same questions.

Thank you,

Marco

nutrafituk

·10 months ago

Hello there,

Having reported a business account offering same products, with exactly same description, pricing, location by the very same business from TWO DIFFERENT ACCOUNTS, eBay’s response was as following:

What happened:

We looked into your report and didn’t find the content to be in violation of our policy. This determination was made by a customer service agent.

If you reported content that isn’t included in the above reference ID, we’ll send a separate email once we’ve made a decision.

What this means for you:

If you believe a mistake has been made, we’re here to help. You can appeal this decision through our internal appeals process within the next six months, and we’ll take another look.

So we did appeal, just to receive the following response:

We reviewed your appeal of a decision we made on one of your content reports, and we didn’t find the content to be in violation of our policy.

If you believe a mistake has been made, you may have the right to have this decision reviewed under the applicable laws by a competent court or settlement body. eBay can retain your content for only six months from the date of the original notice. After this, it may be permanently deleted in its entirety and unrecoverable.

Even the fact the reported business was not registered as food business as per your Food Policy was not an issue:

Before selling food items, you must register your business with the UK local authority

That is legally required.

No, we are not going to take you to court. As eBay have made it clear that such activity is not a policy breach, we would like to open another business account and do the same please. We tried to have it arranged over the phone with your agent but he was not helpful and full of contradictions.

Please advise how we can proceed with another business account registration.

dave@ebay

eBay Staff

Admin10 months ago

@nutrafituk wrote:

Hello there,

Having reported a business account offering same products, with exactly same description, pricing, location by the very same business from TWO DIFFERENT ACCOUNTS, eBay’s response was as following:

What happened:

We looked into your report and didn’t find the content to be in violation of our policy. This determination was made by a customer service agent.

If you reported content that isn’t included in the above reference ID, we’ll send a separate email once we’ve made a decision.

What this means for you:

If you believe a mistake has been made, we’re here to help. You can appeal this decision through our internal appeals process within the next six months, and we’ll take another look.

So we did appeal, just to receive the following response:

We reviewed your appeal of a decision we made on one of your content reports, and we didn’t find the content to be in violation of our policy.

If you believe a mistake has been made, you may have the right to have this decision reviewed under the applicable laws by a competent court or settlement body. eBay can retain your content for only six months from the date of the original notice. After this, it may be permanently deleted in its entirety and unrecoverable.

Even the fact the reported business was not registered as food business as per your Food Policy was not an issue:

Before selling food items, you must register your business with the UK local authority

That is legally required.

No, we are not going to take you to court. As eBay have made it clear that such activity is not a policy breach, we would like to open another business account and do the same please. We tried to have it arranged over the phone with your agent but he was not helpful and full of contradictions.

Please advise how we can proceed with another business account registration.

Hi @nutrafituk

We can't see what happened with the report or why the agent who reviewed it didn't take the action that you feel they should have. You will need to speak to the customer support who may be able to provide you more information.

You can find everything you need to know about creating and upgrading an account here. This the policy for multiple account can also be found here.

I appreciate that you don't agree with the agent who reviewed your report but please be aware that creating a second account to circumvent a policy could result in action being taken against your account.

Thanks,

Dave