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Weekly Chat with the eBay Community Team- 25.06.25 @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 , dave@ebay and marco@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
phillsvinyl
·1 year ago1 Simple question:
Now we have Simple delivery
And its not fit for purpose!
When are we going to have the correct postage options - so we can give the consumer the correct options regards Postage?
All supposed to be done in April - its now nearly July - and its still not correct or fit for purpose.
There are too many complaints on the message boards and nothing seems to be done regards it.
Can we have a simple answer to the above.
marco@ebay
Hi @phillsvinyl, thanks for your question.
We don't have any information suggesting that postage options will be changing soon, if we get to change this, we will be happy to let you know.
Thank you,
Marco
custom-giftsuk
·1 year agoIs it eBay policy to allow sellers to advertise on their listings for buyers to contact them in regarding payment outwith eBay via PayPal or Bank Transfer and to contact them not via eBay messages in regards doing so?
dave@ebay
Hi @custom-giftsuk
It sounds like they are encouraging off site sales. That would be against policy. It would man buyers would most likely not be covered by the eMBG.
If you see any items where the sellers are doing it please report it through the report this item link on site.
Thanks,
Dave
bcstampsuk
·1 year agoHi
Since around 6pm yesterday I've started receiving "Bid Received - Great news, you received a bid on your item" emails from eBay every time an opening bid is placed on one of my auctions. I run hundreds of auctions and have already received more than 30 of these emails which are completely unnecessary. I can't see any obvious option in Communication Preference to disable these. Can you let me know how to stop these eBay emails from spamming my mailbox? Does the "Offers added" communication tick option disable these?
Also worth raising with the relevant people - the email formatting is completely broken when viewed in Microsoft Outlook.
Iain
marco@ebay
Hi @bcstampsuk, thanks for your question.
I was checking for you there, and I didn't find one option to disable one for new bids only. I will double check for you to see what's the best way to do it, and get back to you once I know more. 👍
Thank you,
Marco
marco@ebay
Hi @bcstampsuk,
Just a quick update on this, I've been confirmed that you wouldn't be able to turn those emails only off from your communication preferences. However, I've just filed a ticket to see if it could be possible for the back office team to turn that off for you, but I cannot guarantee you that they will be able to do this. Once I get further updates on this, I will let you know more over here.
Thank you,
Marco
marco@ebay
Hi @bcstampsuk, thanks for your patience on this.
I've just had an update on this, and I've been informed that this email should've progressively stopped over the last few weeks. So, you should receiving only few or none emails (related to new bids) now. However, if you are continuing to see this, please let me know, and I will escalate that further for you.
Thank you,
Marco
dantwocats
·1 year agoIn the UK, bladed items can be sold and delivered only to customers aged 18 or older. As such you will need to verify your age. You may also need to confirm your age upon delivery. For more details see our Knives policy
dave@ebay
Hi @dantwocats
Thanks for your feedback, Ill pass this over to the policy team to review.
Thanks,
Dave
wellingnorth
·1 year agoI have a few specific questions about the Simple Delivery implementation:
#1 It seems that with Simple Delivery you are allowed to dispatch within 3 working days, but with every new listing I create using 'sell similar' it defaults back to 2 working days and i have to change it back. Would it be possible to maintain the dispatch time from the original listing or have a default dispatch time for your account that it uses instead? (unless there is a default that I have missed!)
#2 When using the active listings page all simple delivery items just show "Flat rate postage (paid by buyer)" in the "Postage Cost" column. Would it be possible to have a column here showing the Simple Delivery band for the item please and allow you to edit it? And the same regarding the bulk listings editor page.
#3 Please show the name of the carrier used on the listing. I regularly have people messaging me asking not to use Evri and others specifically requesting Royal Mail. I have opted out of Evri but it would be preferable if buyers could see that on listings.
marco@ebay
Hi @wellingnorth, thanks for your input.
I can see what you mean, so I will definitely pass this on, so it can be taken into consideration for future updates. However, like we always say, please note that this doesn't necessarily means that changes around this would be implemented, but please continue to share as much as you'd like.
Thank you,
Marco
jamjartoys
·1 year agoHi Dave - hope you are well.
Sorry to chase again but we are now live with the new promoted listings charging policy and I still haven't had an answer to my question about multi-variation listings. Think it's over a month since I first asked and I really need an answer please.
Thanks
David
dave@ebay
Hi @jamjartoys
Unfortunately, I don't have a definitive answer to the question. As I advised before the person I raised this with is out of the office and I haven't been able to get an answer that I can confidently share
Once I have answer I will as promised come back to you.
Thanks,
Dave
jamjartoys
·1 year agoHi Dave,
Thanks for coming back to me.
I do appreciate you looking into this, but I’m starting to feel a bit frustrated. I first raised the question over a month ago, and with the new charging policy already being trialled in Germany, I would have thought there’d be some clarity by now around how multi-variation listings will be treated.
Of course, I understand these things can take time, and I know you’re doing your best to chase this up — but it’s hard to believe that this information isn’t already known internally (or only known to one person), especially given the scale of the change and its potential impact on sellers.
If there’s any way to get a more definitive answer soon, I’d really appreciate it.
Kind regards,
David
bobsbrickstuff
·1 year agoIs combine orders per buyer currently broken for international orders? I have two that are fine individually, but when I click combine the delivery service section changes to an error message saying "Sorry, we couldn't find a delivery service for this order. Error getting quotes from server."
Tested with a previous order that used combine orders on, and this also gave the same error message.
kat@ebay
Hi @bobsbrickstuff ,
Is this order through the global shipping programme?
Thank you,
Kat
bobsbrickstuff
·1 year agoHi Kat, no, just royal mail.
kat@ebay
Hi @bobsbrickstuff ,
We are not aware of an issue with it. If you can give me the order number I can get it checked?
Thank you,
Kat
bobsbrickstuff
·1 year agoFor me it's on 08-13244-18778 and 08-13244-18779 right now, but it also occurs with 24-13122-54652 and 24-13122-54984. One pair to Spain, and the other to Norway.
Error message goes away when I click Undo Combine.
kat@ebay
Hi @bobsbrickstuff ,
Thank you for the details. Let me have it checked and I'll come back to you.
Thank you,
Kat
kat@ebay
Hi @bobsbrickstuff ,
Just to advise that this example is currently with tech. I don't have a further update right now and once I do I will share with you.
Thank you,
Kat
paulblueandwhite
·1 year agoRegarding simple delivery:
The delivery time is now 2-3 days, how can that be possible if you live in a remote area - island as I do without a post office. We have a Royal Mail delivery office but is only open from 8.00 am to 10:00 am. No Evri drop off locations or parcel shops. And if the ferry service is cancelled , happens often due to technical issues or weather related problems, delays or possible for days. Circumstances beyond my control.
Asked eBay questions regarding this months ago: they promised help but was in fact never sorted out.
I never had a late delivery: always offered a handling time of 5 days. No longer possible.
eBay should realise we don't all live in London and should offer a more flexible handling time for remote locations. Can this be done? Would make SD more simple.
dave@ebay
Hi @paulblueandwhite
The EDDs are dynamic so they take information provided by the carriers for that area, if there are known issues in that area it can update the EDD to allow for this. I can't say a defect would be removable but it's possible that it could be removed if there is a known issue but you would need to speak to Customer Support if you receive one.
I've also passed this feedback over to the shipping team just to make them aware of the possible issues some sellers might face in your situation.
Thanks,
Dave
paulblueandwhite
·1 year agoThank you for your answer. I was in contact with CS Live Chat regarding this on Sunday and they told me this will be sorted out, bur sorry received no reply. If a permanent solution could be fixed forever for remote Scottish Islands would be nice. Told CS : Amazon Prime offers next day delivery for mainland UK only, not for remote Scottish islands. Would it not be possible to have a similar system in place on eBay to avoid problems for sellers and buyers?
dave@ebay
@paulblueandwhite
I cant see the action the CS agent took but they would have sent the concerns over the shipping team. I'll flag this with shipping but in general they dont reply directly so there wouldn't be an update the either the CS agent or I could come back to you with.
If I do get something I can share, I'll be sure to pass it back to you.
Thanks,
Dave
dantwocats
·1 year agomarco@ebay
Thanks for your question, @dantwocats.
Yes, this is a current technical issue from our end. We don't have an estimated fix time right now, but this is being worked on, so it can be resolved as soon possible.
Thanks,
Marco
ruby*ryan
·1 year agoQuestion 2!
Still with SD, regarding the Prohibited and Restricted items. eBay need to make this much clearer.
Evri & RM have a Prohibited list of items that you cannot send with them - body parts etc, most of which are on eBay's prohibited list as well. So that bit is clear.
But then there are the items which you can send, with Evri, but without compensation - this would include things like glass, china etc.
So, if I list a china jug, and the option for SD is there, and the prepaid label is for Evri, will I get compensation if it goes missing/gets damaged during delivery (assuming I have packed it to the required spec.)?
If not, could we please have a complete list of items that are not covered by SD, and preferably no option to use SD on such items.
I am sure in the early announcements of SD, we were told that as long as it was under £750, missing/damaged parcels would be covered whatever was in them, but that later changed (as has much of the SD info 😞 ) and it's another area that we don't have a definitive answer on.
kat@ebay
Hi @ruby*ryan ,
It is correct that eligible items are covered with Simple Delivery. Please see the most up to date information regarding this
Thank you,
Kat
ruby*ryan
·1 year agoThanks, Kat. But it's still not clear if SD items that are on Evri non-compensation list (NOT the prohibited list) are covered or not. And, if not, why are we forced to use SD for that item?
I had already read the T&c's but this section is not clear - it's entitled 'Prohibited', not 'Prohibited and non-compensation items', and the mention of destroying items, definitely refers to just prohibited items.
7. Prohibited Items.
You agree not to send any prohibited or restricted items through the Services. More information about which items are prohibited or restricted for the Services may be found here. You agree that eBay and its third party carriers may decide if an item is eligible for the Services. You agree that if any item is found to be non-compliant with these terms or the Carrier Terms, eBay and its third party carriers will have no liability to you. eBay’s third party carriers may at their discretion, and in any manner they prefer: (a) destroy or refuse to accept the non-compliant item into their network; and (b) hand over the item to the relevant regulatory authorities or law enforcement. eBay’s third party carriers are authorised to open and inspect any package without notice for due diligence purposes.
kat@ebay
Hi @ruby*ryan ,
Items sent with SD that are not on the prohibited/restricted list for SD are covered. I understand with regards to compensated items with the different carriers is causing some confusion so let me follow up on my side to get some clarity here.
Thank you,
Kat
kat@ebay
Hi @ruby*ryan ,
I'm following up on yesterday's query on Simple Delivery and non compensated items with other carriers.
This is to confirm that eBay provides full protection/compensation for any item that is listed as Simple Delivery, once the label is used and the item is in the carrier network. eBay protection/compensation overrides what the carriers will compensate.
Thank you,
Kat
sml192
·1 year agoThe main confusion here is regarding the applicability of the list of items for which the carrier's won't provide compensation, in particular Evri's (sse below). As the Simple Delivery services are being provided by eBay this should mean that the compensation is also being provided by eBay and that the list of items for which the carrier will not provide compensation is, therefore, not applicable. Please can you confirm that this is indeed the case. Many thanks.
'Excluded from compensation
You can send these items with us, but we can't provide cover or compensation for them.
• All items that have been badly packaged or strapped together
• Fragile or perishable (within 7 days) food or goods, including chilled and frozen food, plants, seeds, flowers and plant derivatives
• Liquids under 1000ml are accepted as long as they DO NOT contain prohibited contents like paints, oils, perfumes, aftershaves, inks, enamels and varnishes (including nail varnish). All liquids over 1000ml are prohibited
• Glass items or fragile items that contain glass parts
• Diamonds and other precious stones or antique items
• Laptops, computers and game consoles
• TVs and monitors
• Lighting equipment such as vehicle lights and light bulbs
• Paintings, prints or canvases
• Musical instruments including their cases or suitcases when used as external packaging
• Ceramic or composite items of any description including without limitation mirrored items, crystal, ceramics, porcelain, plaster, marble, china, stone, slate, resin, granite, concrete (or any item containing these materials)
• Fossils, stones, marble, stoneware or any stone derivative
• Articles made largely or wholly of gold, silver or other precious metals
• Kitchen appliances such as white goods or electronic equipment with fragile/glass parts
• Antiques - objects over 100 years old
• Furniture - unless flat-packed and safely packaged
• Cheques or dividend warrants which are uncrossed and made payable to the bearer, uncrossed postal orders which do not state to whom they are to be paid, bankers' drafts, bearer securities including share warrants, bonds or relative coupons un-franked postage or revenue stamps – except a revenue stamp embossed or impressed on an instrument which has been executed
• Coupons, vouchers, gift vouchers and cards, tokens, stamps, national insurance stamps, credit cards, debit cards, lottery tickets, scratch cards, SIM cards, tickets or passes such as for travel or events, any forms of currency (including notes and coins)
• Documentation – such as passports, driving licenses, medical, employment, property or commercial records
• Memorabilia, photographs, signed items and vinyl records
• Cameras, lenses, spectacles and optical equipment such as telescopes or binoculars
• Internal damage to appliances, mechanical items or electronics is excluded from compensation
• Tobacco and tobacco products
• Real fur'
kat@ebay
Thanks @sml192 ,
Thanks for the details. As per my reply to @ruby*ryan
I will follow up to get some clarification on this and come back.
Thank you,
Kat
dantwocats
·1 year agoAfternoon ,
when simple delivery came in eBay said that distance /seller location would be taken in to account when it came to dispatch times ? These two days is a stretch for many ,All my nearest drop points are letterboxes ,the nearest post office is one open hour a week 3pm to 4pm ? so when will seller location be taken in to account regarding dispatch times ,(many a worse off than me !).
marco@ebay
Hi @dantwocats, thanks for your question.
Simple Delivery doesn't really change how estimated delivery dates are calculated, before Simple Delivery estimated delivery date did take into consideration not just the seller's location, but buyer's location as well. This is still the case, and that among with other factors is used to calculate estimated delivery dates.
Thank you,
Marco
dantwocats
·1 year agodispatch times ? two days very hard to do when you have to travel miles to a drop off point ! +find and pack any item brought on Sunday evening
marco@ebay
Thanks for your reply, @dantwocats.
I understand where you are coming from, so if you don't mind I will pass this on for you, so this can be taken into consideration. However, please note that this doesn't necessarily means that changes around this would be implemented.
Thanks,
Marco
ruby*ryan
·1 year agoI listed an item today with Simple Delivery. The 'recommended' size/weight by eBay was up to 1kg Large Letter at £2.70. The actual size/weight was a parcel just over 2kg.
There are 2 differing statements by eBay. On the box that opens up to select which size/weight (which includes the 'recommended' option, it states:
Ensure the package is not heavier or larger than your size selection to avoid additional costs deducted from your account.
But on the help pages for SD it states:
If you don’t use the parcel size that was recommended when you created your listing, and your item exceeds the maximum size and weight of the label, you may be responsible for the extra costs to send your item. This includes the cost difference between the parcel sizes and an administration fee of £1, including VAT.
https://www.ebay.co.uk/help/selling/posting-items/setting-postage-options/simple-delivery?id=5575
So, if I use the recommended weight/size chosen by eBay and it's too small, will I get penalised if I use that label?
dave@ebay
Hi @ruby*ryan
If you don't use the recommended parcel size you could be charged extra. You will be covered if you use the recommended size though.
If you want to PM me the item number, I'll send it over to the shipping team to review in case the label requirements need updating.
Thanks,
Dave
ruby*ryan
·1 year agoThanks @dave@ebay I will PM you the number.
I did choose the higher weight/size, but after your reply, I have edited it to the 'recommended' one, to save the buyer a bit on postage costs!
wellingnorth
·1 year agoMy understanding is that with Simple Delivery the Post Office are supposed to accept any parcels below the maxium size 61 x 46 x 46cm and to that end there should be no size / weight printed on the label, just "Marketplace Seller" printed in the bottom right hand corner.
Over the last couple of months there have been several mentions of labels that do show at least a format, possibly also a weight and the common thread is that these are labels where Ebay have provided a QR code and the label has been printed at the Post Office. It may be that the Post Office are still supposed to accept these parcels but you can see how they may not if presented with a small parcel and a label that says 'large letter.
This was a thread this week mentioning the issue and a refusal to accept the parcel.
https://community.ebay.co.uk/t5/Seller-Central/NO-LONGER-SELLING-DUE-TO-SIMPLE-DELIVERY/m-p/7877017#M741440
And there have been several others, here are a couple I turned up through search
https://community.ebay.co.uk/t5/Postage/Simple-delivery/m-p/7836222
https://community.ebay.co.uk/t5/Seller-Central/Simple-Delivery-Nightmare/m-p/7847744
I wondered if you could investigate what's going on here with these QR code generated labels please?
marco@ebay
Hi @wellingnorth, thanks for your question.
Yes, we've seen a few posts on this, so the relevant team is currently looking into this. However, I don't have any updates to share with you at the moment. If we get further information on this, I'll be happy to let you know.
Thank you,
Marco
williabaxte7
·1 year agoHi all . I’ve had on a couple of occasions where the item has sold a been delivered and received positive feedback from buyers but the payment to me has still been 2 days even after item was delivered . Is it still correct that it should be the same day when customers leave positive feedback or has this changed ?
kat@ebay
Hi @williabaxte7
This policy is in place yes but the instances where it doesn't apply are usually when the feedback updates on the system before the delivery confirmation update. If the feedback updates first then the funds would remain at the 2 day after delivery process.
Thank you,
Kat
sampen_4
·1 year agoHello,
On June 21 I purchased an item. After payment, the seller contacted me asking for a scan of my ID/proof of address. Unsure if this was legitimate, I wrote to member to member support, who advised me not to share my ID and assured me that eBay had already provided the seller with all necessary information.
Following that advice, I informed the seller that I would not send my ID and requested a cancellation. The seller insisted on the ID for cancellation and threatened to report me to the police if I did not comply. I refused and reported the conversation to eBay.
This morning, the seller reported me to the police for fraud.
I'm honestly really distressed by this situation, I politely refused to provide a scan of my ID as it felt unsafe, so I requested an order cancellation, and now I've been reported to the police.
Is there anything you can do to help?
I am really in need of support.
marco@ebay
Hi @sampen_4, thanks for your post.
Please note that you are not required to provide any kind of ID when placing an order on eBay, the seller shouldn't be requesting that kind of personal/sensitive information. From eBay point of view, you haven't done anything wrong here, and you are absolutely ok and right to refuse to provide any ID.
If you requested cancellation of the order, the seller can either accept or decline your request, but that's it really, and this wouldn't impact your account anyway. If the seller doesn't accept your cancellation request, and they don't send the item, you can still open an item not received case once the estimated delivery date passes, so you can get a full refund.
If they reported this externally to the Police, we are unable to provide legal advice of any kind. However, I don't see how this could cause you any issue with local authorities, so I personally wouldn't worry too much about it. If you wish, you can private message me the seller's ID, and I will report this from our end, but please note that we will unable to follow up on this as we don't disclose personal/sensitive information from other accounts for privacy and security reasons.
Thank you,
Marco
car-tinting-uk
·1 year agoWe have an ongoing issue that's been going on for about a year - very frustrating and I can't seem to speak to anyone at eBay who can help.
We sell car window tint and about 18 months ago we were told by eBay we had to add the below text (which includes a link to the UK government website) to all of our listings (approx 18,000) or they would be taken down. You can't create a listing selling window tint now if you don't have this exact wording (see screenshot) and the wording has to be text in the main description (can't be an image).
"The United Kingdom sets minimum light level requirements for window tint. Please make sure you follow these requirements: https://www.gov.uk/tinted-vehicle-window-rules."
However, eBay has been flagging and removing our listings as policy violations because they contain an external link (Contact Information Sharing Policy - trying to sell outside of ebay). But you can't create the listing without having the link in!
We have over 3000 listings that are currently hidden because of these policy violations so is having a major impact on sales.
It's not feasible to go through these manually and appeal them all and our existing listings are getting flagged all the time.
When we add new listings, around 50% of them get flagged up for a policy violation instantly.
The automated policy violation flagging system needs to be updated so that these links are allowed.
kat@ebay
Hi @car-tinting-uk,
Thanks for the details. Have you had any listings successfully appealed for this policy they are being flagged for?
Thank you,
Kat
car-tinting-uk
·1 year agoHi Kat, yes sometimes there are restored when I appeal them. I have spoken to someone who restored all of our listings for us, but the same thing keeps happening, they just keep getting flagged up again with a policy violation.
kat@ebay
Hi @car-tinting-uk ,
I would think the policy rule is set automatically to pick up external links so it wouldn't know to not detect a specific disclaimer with a link. I will check into it on my side as will need to refer to another department and I will follow up with you.
Thank you,
Kat
car-tinting-uk
·1 year agoHi Kat, thank you if you could, I have not really been able to get any help with this and it is seriously effecting our business.