Weekly Chat with the eBay Community Team- 28.05.25 @2pm | Chat with the eBay Community Team | eBay UK

Weekly Chat with the eBay Community Team- 28.05.25 @2pm | Chat with the eBay Community Team | eBay UK

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Weekly Chat with the eBay Community Team- 28.05.25 @2pm

Hi everybody!

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community-team@ebay eBay Staff

eBay Staff

eBay Staff0 View listings

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

41 comments

custom-giftsuk

·1 year ago

Why is it that when using the research tool to show items that have sold, some mysteriously have a tag line "This listing has been removed for a policy violation." yet still show up in searches when 1 - the items are still for sale /constantly selling and 2 - they certainly haven't been removed. Also its not just one item... its multiple items and has been ongoing for months if not longer

marco@ebay

eBay Staff

Admin1 year ago

@custom-giftsuk wrote:

Why is it that when using the research tool to show items that have sold, some mysteriously have a tag line "This listing has been removed for a policy violation." yet still show up in searches when 1 - the items are still for sale /constantly selling and 2 - they certainly haven't been removed. Also its not just one item... its multiple items and has been ongoing for months if not longer

Hi @custom-giftsuk, thanks for your question.

If you confirm the item number, I can take a further look for you on this one. I'm aware the chat is closed now, but if you create a thread on this with the item number, I will take a look for you no problem.

Thank you,

Marco

suelel1968

·1 year ago

On another subject, is there a way to set up my own permanent defaults on buying searches. I know i can set up searches, but why isn't UK the default for instance. Thats what i would like to set for all searches.

marco@ebay

eBay Staff

Admin1 year ago

@suelel1968 wrote:

On another subject, is there a way to set up my own permanent defaults on buying searches. I know i can set up searches, but why isn't UK the default for instance. Thats what i would like to set for all searches.

Hi @suelel1968, thanks for your question.

At the moment this wouldn't be possible, what we would recommend in this case would be filtering your searches after you get your results.

Thank you,

Marco

valueaddedresource

·1 year ago

I know this has already been asked in another thread about the new Promoted Listings changes with Dave tagged, but wanted to put it here as well so it doesn't get lost in that much longer thread.

Can you clarify how the new attribution model will work for multi-quantity listings?

If a seller has an item with qty 10 and 1 person clicks on the ad for that item and buys, then 9 other people find it organically and also buy within 30 days - (assuming the item is still enrolled in an Promoted Listings General campaign at time of sale) will the seller be charged the ad fee on all 10 of those sales based on that 1 click?

dave@ebay

eBay Staff

Admin1 year ago

@valueaddedresource wrote:

I know this has already been asked in another thread about the new Promoted Listings changes with Dave tagged, but wanted to put it here as well so it doesn't get lost in that much longer thread.

Can you clarify how the new attribution model will work for multi-quantity listings?

If a seller has an item with qty 10 and 1 person clicks on the ad for that item and buys, then 9 other people find it organically and also buy within 30 days - (assuming the item is still enrolled in an Promoted Listings General campaign at time of sale) will the seller be charged the ad fee on all 10 of those sales based on that 1 click?

Hi @valueaddedresource

I asked the Ads team for clarification on this one. I'll come back to you (on purpose this this time 😂) on the other thread once I hear back from them.

Thanks,

Dave

custom-giftsuk

·1 year ago

Is there any official way to make a complaint about items on eBay UK.
In regards a series of complaints, I have put through reports of items and selling practices through the website to no avail. Not even a refusal, just silence, no response. When I have spoken to a member of the Customer Support Team, they have agreed with me that these items/selling practices are against eBay rules and have said they will pass them to the Trust & Safety Team. After that nothing happens. I have spoken face to face with a member of the team at the recent eBay Roadshow in Edinburgh and she agreed with me about these items/selling practices and would pass them on to the Trust & Safety Team and nothing has happened. I recently spoke to a member of the Management Team in regards these items/selling practices and she agreed with me and promised to pass it on to the Trust & Safety Team for action to be taken.

As of yet, no action has been taken by the Trust & Safety Team despite several members of the CS teams saying that action would be taken, face to face meetings with CS staff get the same result & speaking to Management staff, I get a promise that action would be taken and yet no action has been taken.

So is there some official way to complain to perhaps get the Trust & Safety Team to take action. Some of these complaints started back in 2022, so there has been plenty of time for Trust & Safety Team to take action.

marco@ebay

eBay Staff

Admin1 year ago

@custom-giftsuk wrote:

Is there any official way to make a complaint about items on eBay UK.
In regards a series of complaints, I have put through reports of items and selling practices through the website to no avail. Not even a refusal, just silence, no response. When I have spoken to a member of the Customer Support Team, they have agreed with me that these items/selling practices are against eBay rules and have said they will pass them to the Trust & Safety Team. After that nothing happens. I have spoken face to face with a member of the team at the recent eBay Roadshow in Edinburgh and she agreed with me about these items/selling practices and would pass them on to the Trust & Safety Team and nothing has happened. I recently spoke to a member of the Management Team in regards these items/selling practices and she agreed with me and promised to pass it on to the Trust & Safety Team for action to be taken.

As of yet, no action has been taken by the Trust & Safety Team despite several members of the CS teams saying that action would be taken, face to face meetings with CS staff get the same result & speaking to Management staff, I get a promise that action would be taken and yet no action has been taken.

So is there some official way to complain to perhaps get the Trust & Safety Team to take action. Some of these complaints started back in 2022, so there has been plenty of time for Trust & Safety Team to take action.

Hi @custom-giftsuk, thanks for your question.

First of all, sorry to hear about this, we understand that this is probably not a great experience for you as a seller or user in general. However, we do take these reports and input seriously. Also, I will be passing this on, so this can also be taken into consideration.

To answer your question, the official way to lodge a complain would be by calling our customer support team. If you let them know about this, and tell them that you want this officially lodged as a complain, they will do that for you. However, just to set up the right expectation with you, please note that this doesn't necessarily means that there will be a follow up from a manager or something similar like that, for example. But the reports would definitely be looked into and actioned accordingly for sure.

Thank you,

Marco

custom-giftsuk

·1 year ago

That's exactly what I'm saying. Speaking to CS, either face to face or indeed a member of management as i did recently, gets zero results despite those people agreeing that those sellers/items are in serious breach of eBay rules and the law. So that's why I'm asking is there any way to make an official complaint because speaking to CS or Management, face to face or on the phone gets no results. If I was to post an image here of one such item or copy and paste the sellers practices, you would remove my post on grounds it was against eBay rules, yet you wont take action in regards these items/practices.

marco@ebay

eBay Staff

Admin1 year ago

@custom-giftsuk wrote:

That's exactly what I'm saying. Speaking to CS, either face to face or indeed a member of management as i did recently, gets zero results despite those people agreeing that those sellers/items are in serious breach of eBay rules and the law. So that's why I'm asking is there any way to make an official complaint because speaking to CS or Management, face to face or on the phone gets no results. If I was to post an image here of one such item or copy and paste the sellers practices, you would remove my post on grounds it was against eBay rules, yet you wont take action in regards these items/practices.

Hi @custom-giftsuk, thanks for your reply.

Yes, I understand the frustration around this, and I completely understand where you're coming from. However, that would be the official way of lodging a complain. Also, I will be adding this to the report I will be passing on.

Thank you,

Marco

lord_and_lady_m

·1 year ago

Hi All,

Regarding the upcoming changes to attribution rules for promoted listings:

Could you please clarify how eBay defines a “buyer” when calculating attributed sales? Specifically:

Does “any buyer who clicked the ad in the past 30 days” mean only those who eventually complete a purchase?
Or does it refer to any prospective shopper (whether or not they ultimately buy) whose click then creates attribution potential for any other buyer’s purchase of the same item?

This clarification is critical for understanding how attribution chains are being calculated under the new model.

Thank you in advance for your help.

dave@ebay

eBay Staff

Admin1 year ago

@lord_and_lady_m wrote:

Hi All,

Regarding the upcoming changes to attribution rules for promoted listings:

Could you please clarify how eBay defines a “buyer” when calculating attributed sales? Specifically:

Does “any buyer who clicked the ad in the past 30 days” mean only those who eventually complete a purchase?

Or does it refer to any prospective shopper (whether or not they ultimately buy) whose click then creates attribution potential for any other buyer’s purchase of the same item?

This clarification is critical for understanding how attribution chains are being calculated under the new model.

Thank you in advance for your help.

Hi @lord_and_lady_m ,

Any clicks on the item (excluding you clicking on your own items) will count.

Thanks,

Dave

suelel1968

·1 year ago

Hello, will SD be complete on all accounts as of the 1st of June as has been stated previously. If not, when?

Thanks

marco@ebay

eBay Staff

Admin1 year ago

@suelel1968 wrote:

Hello, will SD be complete on all accounts as of the 1st of June as has been stated previously. If not, when?

Thanks

Hi @suelel1968, thanks for your question.

We don't really have visibility on the roll out, but if we get confirmation that this will change, I can reach out to you and let you know.

Thank you,

Marco

suelel1968

·1 year ago

Hello, will SD be complete on all accounts as of the 1st of June as has been stated previously. If not, when?

Thanks

Hi suelel1968, thanks for your question.

We don't really have visibility on the roll out, but if we get confirmation that this will change, I can reach out to you and let you know.

Thank you,

Marco

Is it your understanding that it will be in place by the 1st June?

marco@ebay

eBay Staff

Admin1 year ago

@suelel1968 wrote:

Hello, will SD be complete on all accounts as of the 1st of June as has been stated previously. If not, when?

Thanks

Hi suelel1968, thanks for your question.

We don't really have visibility on the roll out, but if we get confirmation that this will change, I can reach out to you and let you know.

Thank you,

Marco

Is it your understanding that it will be in place by the 1st June?

Thanks for your reply, @suelel1968.

As I said before, we don't really have visibility on the rollout side of things, so I wouldn't be able to confirm if that's still the case, but should we get further information on this, I would be happy to reach out to you and let you know.

Thank you,

Marco

technthread

·1 year ago

In light of recent updates to eBay’s promoted listing programme, namely this from general campaigns:

“An attributed sale will be when any buyer purchases the promoted item within 30 days of any click on the ad, regardless of whether the buyer themselves clicked on the ad. The item must be promoted at the time of click and the time of sale. The seller will be charged the ad rate at the time of sale.”

Is it time eBay allow users who do searches for product research and click other listings purely to do a sell similar to be able to search under research mode?

I don’t think it is right for me to cost another seller money in PL fees by clicking on their item that I have no intention of buying. A research mode will also stop us getting offers and notifications that we don’t want to see. Thanks

dave@ebay

eBay Staff

Admin1 year ago

@technthread wrote:

In light of recent updates to eBay’s promoted listing programme, namely this from general campaigns:

“An attributed sale will be when any buyer purchases the promoted item within 30 days of any click on the ad, regardless of whether the buyer themselves clicked on the ad. The item must be promoted at the time of click and the time of sale. The seller will be charged the ad rate at the time of sale.”

Is it time eBay allow users who do searches for product research and click other listings purely to do a sell similar to be able to search under research mode?

I don’t think it is right for me to cost another seller money in PL fees by clicking on their item that I have no intention of buying. A research mode will also stop us getting offers and notifications that we don’t want to see. Thanks

Hi @technthread,

Ill pass your suggestion over to the Ads Team, I'm not sure if its something they can work in to the site as it might take a lot of changes on the backend.

I cant guarantee a response on it but if they come back with something I can share I'll pass it back to you.

Thanks,

Dave

williabaxte7

·1 year ago

Hi . Have ordered an item from a seller that was on time away ( originally away till the end of may but has now extended this till the 7th of June . I have tried to cancel the order as it has not been despatched but return was refused . Do I have to wait for seller to return from time until I can cancel this item

dave@ebay

eBay Staff

Admin1 year ago

@williabaxte7 wrote:

Hi . Have ordered an item from a seller that was on time away ( originally away till the end of may but has now extended this till the 7th of June . I have tried to cancel the order as it has not been despatched but return was refused . Do I have to wait for seller to return from time until I can cancel this item

Hi @williabaxte7 ,

The seller can unfortunately refuse to cancel the transaction, I understand this is not ideal for you considering they have extended the delivery time.

The only option you have is to as you said return the item once you receive it.

Thanks,

Dave

williabaxte7

·1 year ago

Hi Dave . Thanks for the reply . Is it possible to open an item not received . Or is this not allowed ?

dave@ebay

eBay Staff

Admin1 year ago

@williabaxte7 wrote:

Hi Dave . Thanks for the reply . Is it possible to open an item not received . Or is this not allowed ?

Hi @williabaxte7,

If the EDD passed and you still haven't received the item, you should have the option to open an INR as usual.

Thanks,

Dave

beappy29

·1 year ago

Is it still the case if a private seller accepts an offer, the seller has to pay the Buyer Protection Fee, it should be the buyer that’s paying

dave@ebay

eBay Staff

Admin1 year ago

@beappy29 wrote:

Is it still the case if a private seller accepts an offer, the seller has to pay the Buyer Protection Fee, it should be the buyer that’s paying

Hi @beappy29

The seller never pays the BPF but when the seller accepts an offer from a buyer it is the total they are willing to pay including the BPF.

Thanks,

Dave

beappy29

·1 year ago

Thanks for your reply Dave.

Perhaps I’ve worded my question incorrectly, there’s lots of sellers complaining they’ve accepted offers (eg £50 and receive less because the BPF has been deducted from their sale). Meaning they’ve accepted a lower offer in the first place and then the amount equivalent to the BPF a is deducted also.

A lot of sellers Inc myself have temporarily stopped offers on their page due to this.

Has eBay corrected this issue now as over your reply

dave@ebay

eBay Staff

Admin1 year ago

@beappy29 wrote:
Thanks for your reply Dave.

Perhaps I’ve worded my question incorrectly, there’s lots of sellers complaining they’ve accepted offers (eg £50 and receive less because the BPF has been deducted from their sale). Meaning they’ve accepted a lower offer in the first place and then the amount equivalent to the BPF a is deducted also.

A lot of sellers Inc myself have temporarily stopped offers on their page due to this.

Has eBay corrected this issue now as over your reply

Hi @beappy29

I understand what you're saying but buyers my not be aware of how the BPF works so they can enter the maximum they are willing to pay for the item including the BPF which is what's shown for the transaction. This is so the buyer can clearly see the total they paying. Sellers will need to keep that in mind when accepting the offer. This will stop two different totals showing for the same transaction.

Thanks,

Dave

ruby*ryan

·1 year ago

Good afternoon.

Regarding Simple Delivery and buyer feedback - will the buyer be able to rate postage cost when they leave feedback? If so, why, as this is beyond the seller's control.

A couple of days ago a buyer bought 4 of my items, all with SD. eBay did combine the postage, but still charged a total of £5.21. I would have charged around £3.50, as the items could be sent via RM Tracked48, small parcel up to 2kg for £3.45. I will be very annoyed if I am the one to get a low rating for the postage cost.

marco@ebay

eBay Staff

Admin1 year ago

@ruby*ryan wrote:

Good afternoon.

Regarding Simple Delivery and buyer feedback - will the buyer be able to rate postage cost when they leave feedback? If so, why, as this is beyond the seller's control.

A couple of days ago a buyer bought 4 of my items, all with SD. eBay did combine the postage, but still charged a total of £5.21. I would have charged around £3.50, as the items could be sent via RM Tracked48, small parcel up to 2kg for £3.45. I will be very annoyed if I am the one to get a low rating for the postage cost.

Hi @ruby*ryan, thanks for your question.

This is a good point, it is of my understanding that the feedback flow will remain the same, but I will raise this question for you to get further clarification, so I can provide an accurate response for you. 👍

Thank you,

Marco

ruby*ryan

·1 year ago

Thank you @marco@ebay

It would make no sense at all for a seller to be rated for something that was nothing to do with them, it would also be very, very wrong 😞

(incidentally, in the pop-up that just appeared on my screen it said @dave@ebay just mentioned me in a post - not Marco. Are you one and the same, or is it another bit of eBay weirdness?!)

marco@ebay

eBay Staff

Admin1 year ago

@ruby*ryan wrote:

Thank you @marco@ebay

It would make no sense at all for a seller to be rated for something that was nothing to do with them, it would also be very, very wrong 😞

(incidentally, in the pop-up that just appeared on my screen it said @dave@ebay just mentioned me in a post - not Marco. Are you one and the same, or is it another bit of eBay weirdness?!)

Thanks for your reply, @ruby*ryan.

Yep, we replied to you at the same time accidentally. Apologies for that. 😅

Dave was saying that it wouldn't impact you, even though they will have the option to rate the shipping of the transaction (this is because the feedback flow is still the same), but just because we want to be sure, we will double check anyway and confirm later. 👍

Thank you,

Marco

davrman

·1 year ago

@ruby*ryan wrote:
Good afternoon.

Regarding Simple Delivery and buyer feedback - will the buyer be able to rate postage cost when they leave feedback? If so, why, as this is beyond the seller's control.

I have left feedback for several Simple Delivery items, and can confirm that it *IS* possible to leave a score for postage cost...

marco@ebay

eBay Staff

Admin1 year ago

@ruby*ryan wrote:

Good afternoon.

Regarding Simple Delivery and buyer feedback - will the buyer be able to rate postage cost when they leave feedback? If so, why, as this is beyond the seller's control.

A couple of days ago a buyer bought 4 of my items, all with SD. eBay did combine the postage, but still charged a total of £5.21. I would have charged around £3.50, as the items could be sent via RM Tracked48, small parcel up to 2kg for £3.45. I will be very annoyed if I am the one to get a low rating for the postage cost.

Hi @ruby*ryan thanks for your patience on this.

Just wanted to confirm here very quickly that like we said yesterday, buyer will have the option to rate shipping when leaving feedback as the feedback flow hasn't changed. However, when a transaction is part of Simple Delivery, the shipping rate part of the feedback will not impact your account in any way (negative or positive).

Thank you,

Marco

sunflora

·1 year ago

Hello,

Please could I request an update on the current situation with regards to eBay's GSP not allowing UK to US sales? It's currently effecting a lot of sellers and we have no explanation of why eBay's not sorting this out across the board. Only the odd item now has GSP UK-US shipping, which isn't category specific, so there's no rhyme or reason as to which items are being picked.

Thank you.

marco@ebay

eBay Staff

Admin1 year ago

@sunflora wrote:

Hello,

Please could I request an update on the current situation with regards to eBay's GSP not allowing UK to US sales? It's currently effecting a lot of sellers and we have no explanation of why eBay's not sorting this out across the board. Only the odd item now has GSP UK-US shipping, which isn't category specific, so there's no rhyme or reason as to which items are being picked.

Thank you.

Hi @sunflora, thanks for your question.

The situation with GSP remains the same at the moment, and we don't have any further updates as of yet. The latest update is that Select GSP listings have begun to appear for US buyers, allowing some UK sellers to start seeing sales to the US. We will continue to work on ensuring that GSP service coverage is maximised, as customs requirements evolve. Until then, if you are not yet seeing GSP coverage for your item and wish to list items for US buyers, you can specify a shipping service to the US.

I am involved in a couple of threads on this topic, so as soon as I get further information on this, I will be updating everyone there as well.

Thank you,

Marco

sunflora

·1 year ago

Thanks for your reply Marco! Is there any time frame that we can expect the issue to be sorted by? I'm tempted to set up my own shipping but I don't want to do that if GSP is gonna be fully back in action soon.

marco@ebay

eBay Staff

Admin1 year ago

@sunflora wrote:

Thanks for your reply Marco! Is there any time frame that we can expect the issue to be sorted by? I'm tempted to set up my own shipping but I don't want to do that if GSP is gonna be fully back in action soon.

Hi @sunflora thanks for your reply.

That's all the information we have available at the time, as advised before, if we get further information on it, I will be letting you know in those threads I am involved. 👍

Thank you,

Marco

jjambadger27

·1 year ago

Hi Marco. I did say last week that GSP UK to US sales were showing for some on the 16th, so this isn't a new development? Can you ask the exec team why this is being enabled at such a slow pace? Nearly two weeks later, there seems to be no progress on this matter, and the re enablement is irrelevant of category - it appears to be totally random.

marco@ebay

eBay Staff

Admin1 year ago

@jjambadger27 wrote:

Hi Marco. I did say last week that GSP UK to US sales were showing for some on the 16th, so this isn't a new development? Can you ask the exec team why this is being enabled at such a slow pace? Nearly two weeks later, there seems to be no progress on this matter, and the re enablement is irrelevant of category - it appears to be totally random.

Hi @jjambadger27, thanks for your question.

Yes, we are aware of that, which is why we've said that Select GSP listings have begun to appear for US buyers, allowing some UK sellers to start seeing sales to the US. I've mentioned this in those threads.

Regarding your question, at the moment this is all the information available, once we have further information, we will let you know.

Thank you,

Marco

cobwebcottage

·1 year ago

Hello All,

I hope you are keeping well.

Yesterday I received a personal attack from a member of the community boards which was sent by message to my selling account. They wished to express their opinion on my character from my comments on the boards.

I am big enough and tough enough for this to be water off of a ducks back and did not reply to the message but reported it.

I understand that I can have a posting ID, I choose not to. I also understand that I can block the member.

Today I received a message from Ebay stating the usual 'We looked in to your report and didn't see a policy violation'

So my question to the Community Team is, Is it acceptable to receive spam messages to my business selling account from a member who disagrees with a comment I made on the boards?

To avoid any speculation, it was not from someone who I have had any interaction with recently, or has made any comments on a post I have commented on in the past 3 - 4 months.

dave@ebay

eBay Staff

Admin1 year ago

@cobwebcottage wrote:

Hello All,

I hope you are keeping well.

Yesterday I received a personal attack from a member of the community boards which was sent by message to my selling account. They wished to express their opinion on my character from my comments on the boards.

I am big enough and tough enough for this to be water off of a ducks back and did not reply to the message but reported it.

I understand that I can have a posting ID, I choose not to. I also understand that I can block the member.

Today I received a message from Ebay stating the usual 'We looked in to your report and didn't see a policy violation'

So my question to the Community Team is, Is it acceptable to receive spam messages to my business selling account from a member who disagrees with a comment I made on the boards?

To avoid any speculation, it was not from someone who I have had any interaction with recently, or has made any comments on a post I have commented on in the past 3 - 4 months.

Hi @cobwebcottage

We absolutely do not allow that kid of behavior. PM me the user ID and I'll have a look into it from this side.

Thanks,

Dave

cobwebcottage

·1 year ago

Thank you Dave.

I will message you. I am surprised with the outcome from reporting as it stated that it was decided by a Customer Service Agent.