Weekly Chat with the eBay Community Team- 28.02.24 @2pm | Chat with the eBay Community Team | eBay UK

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Weekly Chat with the eBay Community Team- 28.02.24 @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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Your eBay Community Team

community-team@ebay eBay Staff

eBay Staff

eBay Staff0 View listings

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

32 comments

phoenix_vinyl_and_collectables

·2 years ago

For international postage there needs to be more postage options as royal mail have broken europe into 3 different categorys and prices are different depending on location

dave@ebay

eBay Staff

Admin2 years ago

@phoenix_vinyl_and_collectables wrote:

For international postage there needs to be more postage options as royal mail have broken europe into 3 different categorys and prices are different depending on location

Hi @phoenix_vinyl_and_collectables

I'll pass this on to the guys on the shipping team, I'm sure they are aware of it and may have some plans to address it in the future.

Thanks,

Dave

tressygirl

·2 years ago

Hi again,

If a seller cancels an item for ' Problem with Buyer's Address' I saw an answer that the buyer can leave a negative feedback?

Surely this is not correct ?

marco@ebay

eBay Staff

Admin2 years ago

@tressygirl wrote:

Hi again,

If a seller cancels an item for ' Problem with Buyer's Address' I saw an answer that the buyer can leave a negative feedback?

Surely this is not correct ?

Hi @tressygirl, thanks for your post.

Buyers can leave feedback for a cancelled order if they paid for the item, and the cancellation was not requested by the buyer, unless the seller cancelled the order because the buyer didn't pay for the item.

More on this policy here, hope that helps!

Thank you,

Marco

darth_baggins

·2 years ago

When using the seller 'help' function to ask for feedback removal, why does the 'How did we do?' survey nearly always arrive well before the actual response?

Happens more or less every time for me and I have to answer it negatively because eBay are asking me to rate something that hasn't even happened.

dave@ebay

eBay Staff

Admin2 years ago

@darth_baggins wrote:

When using the seller 'help' function to ask for feedback removal, why does the 'How did we do?' survey nearly always arrive well before the actual response?

Happens more or less every time for me and I have to answer it negatively because eBay are asking me to rate something that hasn't even happened.

Hi @darth_baggins

This is usually caused by the automation on site, it can trigger the response when the report is sent because that part of the process is complete.

I understand how this can seem to show the process as completed when its in fact not. Ill pass this on to the site team to review and possibly update.

Thanks,

Dave

lincolnshiremarine

·2 years ago

Good afternoon the community team.

I am still having issues with your estimated delivery dates.

This is now resulting in several messages from buyers thinking their items are late, when they are not. However, they are going by the information that ebay are providing them, your weird calculation formula, rather than base it on the actual couriers information.

Here are the messages I am getting:

"transom saver not arrived yet???"

"Hi not to pleased due to the fact I ordered this part from your company because of the delivery time and it's not happened! Hopefully this item will turn up soon".

The above messages were from buyers that selected our three day, FREE delivery service.

They brought the item on Saturday and and it was dropped off at the parcel shop the same day Saturday. The couriers do not collect parcels Saturdays or Sundays, but ebay have included those days as collection days.

Ebay informed both customers it would arrive on Monday, which is false. If you look on the Couriers website site directly the delivery dates ARE CORRECT, three working days as delivery.

I am seeing that ebay are giving buyers next day delivery too, even though they have selected the FREE THREE day service.

You are making sellers look incompetent and causing unnecessary stress . I like many other sellers do not have extra time to have to message buyers back and have to explain that the delivery dates set by ebay are wrong.

Can you advise me please on what courier service to use to get this resolved, and, explain the reasonings why you say that the EDD is correct and the system is working.

As we all cannot be wrong on this issue.

Best wishes

marco@ebay

eBay Staff

Admin2 years ago

@lincolnshiremarine wrote:

Good afternoon the community team.

I am still having issues with your estimated delivery dates.

This is now resulting in several messages from buyers thinking their items are late, when they are not. However, they are going by the information that ebay are providing them, your weird calculation formula, rather than base it on the actual couriers information.

Here are the messages I am getting:

"transom saver not arrived yet???"

"Hi not to pleased due to the fact I ordered this part from your company because of the delivery time and it's not happened! Hopefully this item will turn up soon".

The above messages were from buyers that selected our three day, FREE delivery service.

They brought the item on Saturday and and it was dropped off at the parcel shop the same day Saturday. The couriers do not collect parcels Saturdays or Sundays, but ebay have included those days as collection days.

Ebay informed both customers it would arrive on Monday, which is false. If you look on the Couriers website site directly the delivery dates ARE CORRECT, three working days as delivery.

I am seeing that ebay are giving buyers next day delivery too, even though they have selected the FREE THREE day service.

You are making sellers look incompetent and causing unnecessary stress . I like many other sellers do not have extra time to have to message buyers back and have to explain that the delivery dates set by ebay are wrong.

Can you advise me please on what courier service to use to get this resolved, and, explain the reasonings why you say that the EDD is correct and the system is working.

As we all cannot be wrong on this issue.

Best wishes

Hi @lincolnshiremarine, thanks for your post.

Thanks for letting us know about this. However, we've explained how EDDs are calculated, and we've also provided the help pages where you can see how they work and you also can get tips from it, so while I understand you are not happy with the way they work, the answer remains the same. Regarding your question, we are not in a position to tell you what service you should be using, as this is completely up to the services you offer to your buyers and the one they decide to go for.

Thank you,

Marco

lincolnshiremarine

·2 years ago

Thank you Marco for your reply.

Do you not think that the way the EDD's are calculated is incorrect?

The system is clearly broke. If an item is purchased on a FREE THREE WORKING DAY DELIVERY then that item will take THREE WORKING DAYS to arrive, regardless of the ebay system that is in place to calculated EDD times. The courier is not going to deliver on a Sunday or on a next day service if a THREE working day service is selected.

Part of ebay's business policy is for business sellers to offer a FREE economy delivery service and also an express paid for by the buyer service. We are complying with this, but, ebay are sabotaging the system.

Someone in management need to take the decision to switch the current EDD system off until it can be resolved, or as sellers we need guarantees from ebay that negative feedback received due to ebay's incorrect EDD's will be removed.

If this was a court case the explanation for ebay's EDD's would not stand up, as the delivery dates provided are blatantly false and furthermore not achievable.

Best wishes

marco@ebay

eBay Staff

Admin2 years ago

@lincolnshiremarine wrote:

Thank you Marco for your reply.

Do you not think that the way the EDD's are calculated is incorrect?

The system is clearly broke. If an item is purchased on a FREE THREE WORKING DAY DELIVERY then that item will take THREE WORKING DAYS to arrive, regardless of the ebay system that is in place to calculated EDD times. The courier is not going to deliver on a Sunday or on a next day service if a THREE working day service is selected.

Part of ebay's business policy is for business sellers to offer a FREE economy delivery service and also an express paid for by the buyer service. We are complying with this, but, ebay are sabotaging the system.

Someone in management need to take the decision to switch the current EDD system off until it can be resolved, or as sellers we need guarantees from ebay that negative feedback received due to ebay's incorrect EDD's will be removed.

If this was a court case the explanation for ebay's EDD's would not stand up, as the delivery dates provided are blatantly false and furthermore not achievable.

Best wishes

Thanks for your reply, @lincolnshiremarine.

I see where you are coming from, and I'd be happy to pass this on for you as feedback as well. However, I am not aware of any potential changes to it at the moment, but I will pass this on for you.

Thank you,

Marco

lincolnshiremarine

·2 years ago

Dear Marco

I would be very grateful if you could forward this feedback on please, not only for me as a seller, but for other sellers too.

Thank you

marco@ebay

eBay Staff

Admin2 years ago

@lincolnshiremarine wrote:

Dear Marco

I would be very grateful if you could forward this feedback on please, not only for me as a seller, but for other sellers too.

Thank you

Thanks for your reply, @lincolnshiremarine.

Yes, absolutely, we've been passing this on for a few sellers now, including you. So, I will make sure to add this to your previous feedback. While I cannot guarantee you that actions will be taken, this will definitely be reviewed.

Thank you,

Marco

mteconlineshop

·2 years ago

Hi

Today we have noticed the option to print a invoice has gone? Upto around 11am this morning it was working fine and now there is just a option to print a packaging slip that does not contain any details like vat etc

marco@ebay

eBay Staff

Admin2 years ago

@mteconlineshop wrote:

Hi

Today we have noticed the option to print a invoice has gone? Upto around 11am this morning it was working fine and now there is just a option to print a packaging slip that does not contain any details like vat etc

Hi @mteconlineshop, thanks for your post.

This is an ongoing issue from our end, we are currently working on it to get it fixed. As soon as we get an update on it, I will be happy to update you here.

Thank you,

Marco

plum993

·2 years ago

Hi Marco

You say ebay have never accepted American express but it still shows as a payment method on listings.

See here, Screenshot 2024-02-28 141532.png

marco@ebay

eBay Staff

Admin2 years ago

@plum993 wrote:

Hi Marco

You say ebay have never accepted American express but it still shows as a payment method on listings.

See here,

Hi @plum993, thanks for your post.

I've just double checked this, and you are right, we do take American Express. I've just updated my last reply to prevent any confusion. More about the accepted payment methods here.

Thank you,

Marco

phoenix_vinyl_and_collectables

·2 years ago

ebay.uk and ebay.com rules and policy are the same so why does ebay.com have a better understanding of the policys than ebay.uk whom seem to interpret them differently for there own narative.

dave@ebay

eBay Staff

Admin2 years ago

@phoenix_vinyl_and_collectables wrote:

ebay.uk and ebay.com rules and policy are the same so why does ebay.com have a better understanding of the policys than ebay.uk whom seem to interpret them differently for there own narative.

Hi @phoenix_vinyl_and_collectables

There can be differences in the policies across some of the regions which can lead to exceptions or different resolutions in some cases.

Unfortunately we're not not part of to the policy team so I cant give you more information on why you might have received a different response from different sites.

Thanks,

Dave

mixomni

·2 years ago

Hi, i would like to start a new shop with ebay. One of the ways I am looking at to start includes dropshipping - can I do this? Is it ok for me to dropship with a new business with ebay?

Thank you

dave@ebay

eBay Staff

Admin2 years ago

@mixomni wrote:

Hi, i would like to start a new shop with ebay. One of the ways I am looking at to start includes dropshipping - can I do this? Is it ok for me to dropship with a new business with ebay?

Thank you

Hi @mixomni

Drop shipping is allowed if you own the items prior to listing or have an agreement with a wholesale supplier to list and sell their items.

Sellers are not allowed to list an item that is not in their possession and then purchase the item from other retailers or marketplaces that ship the item directly to their customers. The reason for this is it creates multiple bad buyer experiences.

Thanks,

Dave

mixomni

·2 years ago

Thank you, Dave. That's fine, understand. I shall have a look, just setting out new on ebay and sourcing wholesale suppliers at present. I shall reach out on further questions along the way. Many thanks

dave@ebay

eBay Staff

Admin2 years ago

@mixomni wrote:

Thank you, Dave. That's fine, understand. I shall have a look, just setting out new on ebay and sourcing wholesale suppliers at present. I shall reach out on further questions along the way. Many thanks

Hi @mixomni

We're also on the on the main boards so feel free to tag me in any other questions you have there and Ill come back to you.

Thanks,

Dave

mixomni

·2 years ago

many thanks, Dave / that's great, shall do so thank you

phoenix_vinyl_and_collectables

·2 years ago

Why is no way for a seller to make a complaint in regards to a member of ebays staff

marco@ebay

eBay Staff

Admin2 years ago

@phoenix_vinyl_and_collectables wrote:

Why is no way for a seller to make a complaint in regards to a member of ebays staff

Hi @phoenix_vinyl_and_collectables, thanks for your question.

If you contact customer services, you can always ask for the agent to lodge a complaint and you can give further details about your complaint, so this can be lodged for you.

Thank you,

Marco

phoenix_vinyl_and_collectables

·2 years ago

i have recently had negative feedback left, for a situation that was out of my control, bad weather (rain) caused the item to get wet through when left at a buyers property. Originaly I was told that the feedback should be removed and then the opposite. I have been told of the god policy that ebay uses and have been told that the feedback should have been removed. There is no to very little information in regards to the god policy and why do customer services give a different answer

dave@ebay

eBay Staff

Admin2 years ago

@phoenix_vinyl_and_collectables wrote:

i have recently had negative feedback left, for a situation that was out of my control, bad weather (rain) caused the item to get wet through when left at a buyers property. Originaly I was told that the feedback should be removed and then the opposite. I have been told of the god policy that ebay uses and have been told that the feedback should have been removed. There is no to very little information in regards to the god policy and why do customer services give a different answer

Hi @phoenix_vinyl_and_collectables

Unfortunately we don't have access to action feedback here but I will reach out to the Customer Support team to review it now.

They may be able to action it.

Thanks,

Dave

tressygirl

·2 years ago

Hi team!

Someone earleir today asked if American Express was a method of payment now removed from eBay checkout, is that right?

Not one I use so haven't noticed !

marco@ebay

eBay Staff

Admin2 years ago

@tressygirl wrote:

Hi team!

Someone earleir today asked if American Express was a method of payment now removed from eBay checkout, is that right?

Not one I use so haven't noticed !

Hi @tressygirl, thanks for your question.

Just updating my reply here.

I've just double checked this for you, and American Express is accepted as a payment method. Apologies for any misunderstanding. You can see our policy on this right here.

Thank you,

Marco

tressygirl

·2 years ago

Thanks @marco@ebay I'll try and find that question and infrm them Amex is accepted. Perhaps they were using the app, which may n ot have shown the full options for payment .

magnummotorhomescaravansuppliesltd

·2 years ago

please can you have a option for the buyer to print there own invoice we get 100s of requests a week for a invoice

dave@ebay

eBay Staff

Admin2 years ago

@magnummotorhomescaravansuppliesltd wrote:

please can you have a option for the buyer to print there own invoice we get 100s of requests a week for a invoice

Hi @magnummotorhomescaravansuppliesltd

Thanks for the feedback.

I'm not aware of any plans to introduce this feature but I will forward this on on the development team to review. Its possibly something they can introduce as part of a future update.

Thanks,

Dave