Locked
Discussion interactions are currently paused.
Weekly Chat with the eBay Community Team- 29.11.23 @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 @marco@ebay @katie@ebay and @anita@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.
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
bravergrace
·2 years agoCould you clarify something about the "featured post" about setting working days and cut-off times, please?
https://community.ebay.co.uk/t5/Postage/Set-your-working-days-and-cut-off-times-as-we-head-into-peak/td-p/7517986
Previous staff replies on this chat board and on other eBay boads, have consistently stated that working days, cut-off times and "time away" dates are no longer taken into account when setting ETAs for customers, and that ignoring all of these is just the current system "working as intended".
This featured post seems to say the opposite.
Has something changed, or is this new post just a false promise?
Because if I set 2 or 3 days holiday, and you'll still promise my customers that they can keep the goods for free if they don't turn up within 24 hours, I'll going to lose a lot of money.
If I book a fortnight's holiday over Christmas...
anita@ebay
Hi @bravergrace, thanks for your post.
We still take into consideration those things, but we have added more factors that are taken into consideration when calculating dynamic EDD. I understand though why the wording may have created some confusion and will forward your feedback to the relevant team.
Thanks,
Anita
louisianna
·2 years agoHi
I have 2 listings that I cant update the dispatch time for. The box is greyed out.
I will be changing my dispatch time over the holiday, but currently wont be able to for these 2.
I reported this a while ago on live chat, but never got any update.
The 2 items are 151293022290 and 151645710056
Thank you
marco@ebay
Hi @louisianna, thanks for your post.
Have you received an offer for these items or have you sent an offer for these items to a buyer or something similar like that?
Thank you,
Marco
contessa35
·2 years agoI thought I'd just mention that the issue I brought up a few weeks ago in an eBay Community chat session still exists, despite me being told by eBay representatives that there is in fact no problem(!) - in short, almost all the items listed in the Toys & Games and Dolls & Bears categories sold by US sellers (plus some other categories I'm less familiar with) on eBay.com do not have shipping to the UK (despite their sellers' intentions) if those sellers are enrolled in eBay International Shipping (which is the scheme that replaced the Global Shipping Program in the US) - and it's impossible for the sellers to add the UK back in (in fact, the sellers never removed the UK in the first place, and it even affects their previously-unaffected listings if they are auto-renewed when they remain unsold). It's been going on for several months now and got worse gradually - now it's causing all kinds of problems. In case anyone is interested, here's one large thread about it on eBay.com, which hopefully proves I'm not imagining it! I haven't participated in this thread, though I see one observant member over there did spot my original query in our Community Chat! 😁
There are various theories about what's causing it - even if the one about safety markings proves to be the explanation, it shouldn't be happening as it is affecting items which are vintage as well as modern collectible dolls for adult collectors - these were never blocked from sale by EU regulations and the incoming UK regulations are only meant to be their equivalents as far as I know. Every workaround so far prevents the use of eBay International Shipping, which is a shame, and many sellers and potential buyers remain unaware of the issue until it's pointed out, so they are respectively losing sales and opportunities to buy, as the issue makes it appear that sellers do not ship their items to the UK when in fact they are more than willing to do so.
Re: EIS not offering shipping to UK - Page 7 - The eBay Community
marco@ebay
Hi @contessa35, thanks for your question.
We've received different reports suggesting this, so we have sent this for review. While we haven't confirmed this is a technical issue, we are checking this again anyway to make sure everything is working as designed. If we spot any malfunction or technical issues, we will work on it as soon as possible to get it resolved.
Thank you,
Marco
contessa35
·2 years agoThanks Marco, I appreciate it. Clearly there is some kind of situation going on - too many buyers and sellers are being affected by it and finding it problematic for it to be simply user error. If it proves to be by design (which if so, I suspect could be a result of misinterpreting forthcoming legislation, for example) it would be good to at least have a clear explanation available somewhere on eBay to clarify why the UK is being intentionally excluded from eBay International Shipping in certain affected categories. Comically, in a very few listings by affected sellers, the UK is included and when that happens, New Zealand is inexplicably removed instead!
marco@ebay
Thanks for your reply, @contessa35.
No problem, glad to help here. We are currently reviewing this, while we don't have an estimated outcome date, we will be able to provide more information on this in the future.
Thank you,
Marco
darth_baggins
·2 years agoSimilar to another question. eBay rules state that sellers are not allowed to put text or graphics on images, yet search is absolutely flooded with gallery images with UK flags, text and other graphics all over them.
Reporting them does nothing, and please don't give me the 'we can't reveal what action has been taken' mantra, because the only suitable action would be to either remove the listing or force the seller to change the image. Either they're allowed or they aren't, there's no middle ground here.
Why bother with a rule if you don't ever enforce it and allows sellers who break the rule to gain an unfair advantage by adding extra information to their gallery image?
Policy here https://www.ebay.co.uk/help/policies/listing-policies/picture-policy?id=4370
Quote
The following are not allowed:
Photos with added borders
Photos with added text, artwork or marketing material
Watermarks of any type, including those used for ownership attributions
anita@ebay
Hi @darth_baggins, thanks for your feedback.
The policy regarding the text added on the photos hasn’t changed and they are not allowed. We do have teams working proactively and reactively actioning violating items on the site. I appreciate you are sharing your experience that some reported items have not been reported and will share your feedback to the relevant team.
Thanks,
Anita
pionelle
·2 years agoHello
I made a small purchase on ebay today, checked my Nectar page on ebay and noticed that all of my details i.e. purchases, points etc. have disappeared. I have been reading the forums and have noticed this is an ongoing issue, is there any news on this please?
marco@ebay
Hi @pionelle, thanks for your question.
If your query is about Nectar points, we are not able to manage them over here, so I would suggest contacting them directly. If you're experiencing a different issue, please let me know and I will see if we are able to help over here.
Thank you,
Marco
pionelle
·2 years agoNo this isn't about Nectar, it is about an ongoing issue that many other ebayers are currently experiencing regarding their Nectar card being delinked from their ebay account without any warning.
This issue is covered by many threads/ comments on the ebay forum, in fact I read a comment from you regarding it.
This is about the fact that my Nectar card was linked to my ebay account however upon checking my Nectar page on my ebay account I noticed that my Nectar card is no longer showing as linked on my ebay account.
I would like to point out that ebay is still a linked partner in my Nectar account.
I wanted to know what was the latest information regarding this issue of the Nectar accounts being automatically delinked from ebay accounts?
anita@ebay
@pionelle, thanks for your response.
There was an issue on the Nectar side which has caused some eBay and Nectar accounts being delinked.
However, that issue is fully resolved now, all you need to do is just relink your Nectar account.
If you have linked your account multiple times and it keeps unlinking, please let me know and I will escalate this for you.
Thanks,
Anita
pionelle
·2 years agoThank you Anita but with respect it is not fully resolved if ebayers like myself are not returned to the position they were in prior to the glitch. Fully resolved to me would be me looking at my Nectar page on my ebay account and seeing that nothing was amiss.
I am concerned that if I attempt to re-link my Nectar account that it will make the problem worse. On my Nectar account it says that I have been linked since 2017 and I am worried that all of my transaction history will be lost. My trust in re-linking given that I have read a lot of the posts where ebayers are constantly having to re-link is diminishing.
By the way I never got a message from ebay to say that my Nectar had been de-linked whereas some of the commenters said that they did, it is all very odd.
anita@ebay
@pionelle, I understand your concern, however since the issue is resolved, buyers just need to relink their Nectar account and for vast majority it has been successfully linked.
If you'll experience further issues where account keeps unlinking, please report it to us in one of the Nectar threads and we will escalate this for you.
Thanks,
Anita
mteconlineshop
·2 years agoHI
Regarding the option to send sellers who have items in there watched listings how long does that offer stay live for? About 7-8 weeks ago i selected a some to send offers to but i still now still get people who were not watching at the time getting those offers, it only used to be around 3-4 days
anita@ebay
Hi @mteconlineshop, thanks for your post.
Seller initiated offers expire after 48 hours. Can you please share the item number where it has happened for you after such a long time period and I will take a further look.
Thanks
Anita
mteconlineshop
·2 years agoItem 304920604323 is just one of the offers that keeps getting sold at the offer price, activated start October but still get orders for it now at the offer price
anita@ebay
@mteconlineshop, thanks for sharing an item number.
I will look into this more in detail and once I have more details, I will share an update here.
Thanks,
Anita
mteconlineshop
·2 years ago@anita@ebay , Item 304912744985 is another but most of the information is greyed out and that is one from October i sent a offer to
anita@ebay
@mteconlineshop, thank you. I'll review both examples and will share an update here.
Thanks,
Anita
anita@ebay
Hi @mteconlineshop,
I looked into this and if you have previously sent offers for these items, the auto-send feature gives the option to send the same offer to interested buyers in the future. If the option is selected, we automatically check for new interested buyers every 48 hours from when you first send the offer until the listings ends, or you cancel the auto-send option. Offers may be sent to interested buyers that have item in the watchers list (last 30 item watchers) or they may be potential buyer, for example they have had the item in their shopping cart for a while, but haven’t made the purchase.
The automatic offer will use the same discount that you set up in the original offer. You can manage the offers in the Offer Settings page here, or if you are unable to access the link, go to Seller Hub > Active listings > On the top menu change ‘All statuses’ to ‘With offers sending automatically’’ > Search > Scroll down and on the left side of each item you can see ‘View offer settings'.
Please note, that this chat is closed for replies, if you need any further help, please create a new thread and I’ll help you from there.
Thanks,
Anita
bojangled
·2 years ago@mteconlineshop Sounds like you are stuck in the send offers automatically loop, a particular bug bear of mine.
If you look at this thread, there's a way of switching it off.
Jo
hettsville
·2 years agomarco@ebay
Hi @hettsville, thanks for your post.
The answer would be yes, if a seller is opted in for automatic payments all offers would go through this system. If a seller doesn't wish for this to happen, they would need to opt out.
Thank you,
Marco
marco@ebay
Hey @hettsville, just adding more information for further clarification on this.
Please note that there are 2 separate things on this. The first one is that you can set up automatic payments required in your listings when creating them, this means that your buyers will be asked to enter the payment details to go ahead and send an offer when you set up this method for your listings. This is something you can add or not to your listings when creating them.
The second one is the immediate payment for best offers that has been added to our UK site in full, so when a buyer sends a best offer, the buyer will be required to enter payment details, so the payment can go through straight away should their offer be accepted. In this second scenario, the buyer or the seller have no control over it, as this is something we are implementing going forward to help reduce the amound of unpaid items.
I hope this helps,
Marco
returns_andexdisplay
·2 years agoReturn ID 5247168428 buyer bought a duvet then opens a not as described return for handle falling off the grill pan and shown in the pictures as well. Before realising this mistake and closing the return instantly. Why am I still hit with a service metric defect for this? I have spoken to 3 differnt agents who have all told me this will be taken off my service metrics yet it is still on there.
It is hard enough as a small business on ebay without being punished with things like service metric defects when I have done nothing wrong.
Will this be taken off? If so how do I get it taken off?
anita@ebay
Hi @returns_andexdisplay, thanks for your post.
I appreciate where are you are coming from, and I understand that it is upsetting when buyer opens up the case by error, which may add a service metric defect. However, this metric is measured the same way amongst all sellers and compared to other sellers selling in the same categories, meaning that other sellers' metrics are also based on the amount of open cases (including those by error).
Service metric defects are non-removable, and I apologize for the incorrect information given to you.
Please see this page for more info.
Thanks,
Anita
returns_andexdisplay
·2 years agoWhat an amazing way to treat your sellers, not only have 3 differnet agents given me the wrong information but ebay will punish sellers when they have done absoloutly nothing wrong. Potentially downgreading their account from top rated and charging more in fees.
anita@ebay
@returns_andexdisplay, once again, I appreciate where you are coming from. However as stated it is compared amongst the peers and while occasionally a case like this can happen, in the vast majority of situations the metric represents the overall claim rate.
Thanks,
Anita
returns_andexdisplay
·2 years agoThe frustration is I am better off the buyer then sending the item back and taking a part refund or reporting the buyer then more chance of getting the service metric removed.
Out of 56 returns in the last 12 months over half of them have had issues with buyer abusing the return, claiming not as described when they have not read the listing or sending back damaged, used or differnet items.
Yet ebays way of dealing with things like this is to punish sellers with service metrics on accounts for up to a year. What wonderful working conditions the powers at be at ebay have created for sellers.
All we ask as sellers is we are treated fairly, which is not the case when a buyer makes a mistake and the seller gets punished. Which can potentially lead to scantions on thier account.
anita@ebay
@returns_andexdisplay, buyers opening returns for incorrect reason is a different issue and we have ways of tracking this buyer behavior as well as actioning them. Please report such a buyer behavior here and it will be reviewed.
As for the service metrics the aim is to focus on improving and meeting buyer expectations. If there are listings that have a high claim rate, sellers may review them and see if the information is accurate, or there is anything else that may be causing them opening claims.
Thanks,
Anita
Anonymous User
·2 years agoA little while ago I used Help & Contact, 'contact agent' and eventually got the choice of a chat or call back. I chose call back and waited for 2 hours, but no call.
When I looked at my emails later there was a message a few minutes after I requested call back saying the call had failed. On that occassion, I just gave up and eventually sorted the issue myself.
This week I went the same route - but aware of the false 'call failed' message I kept my email open as well.
I tried 3 times - each time 'call failed':
We tried to contact you, but weren't able to reach you at the phone number on file, because either:
The call was not answered.
The call reached a voicemail.
The call reached a busy signal.
The number called was wrong or disconnected.
I was sat at the computer with the phone next to me - it didn't ring, and there were no missed calls.
It didn't go to voicemail.
It wasn't busy - I didn't use it, and no one rang me.
The number is the one ebay have - the one that they manage to send a message to for verification, so it's definitely the correct one.
So, why lie? Why not just give option for chat only if they can't be bothered to try and call?
It's bad enough trying to get in touch with CS anyway, this just makes it more frustrating and wastes our time.
marco@ebay
Hi @kempseykate, thanks for your post.
I've just reviewed this for you, and I see no recent contact requests from your account. Do you know if this was requested from this account?
Thank you,
Marco
Anonymous User
·2 years agoNo, @marco@ebay , it was my other account - the one that had reduced postage that wasn't a technical glitch.
marco@ebay
Thanks for your reply, @kempseykate.
I wouldn't be able to review a different account. If you wish you can ask this question from the account in question and I will take a look for you no problem.
Thank you,
Marco
Anonymous User
·2 years ago@marco@ebay There is no point, as you will just see the email message I posted and tell me as you did the other poster above:
"However, we couldn't get through which is why you would receive that message."
There is no reason they couldn't get through, unless of course they didn't bother to try.
I have to say, I'm not really sure what the point of these community chats are if we just get cut and paste answers, and are constantly told 'everything is working as designed' , 'there was no technical issue' and we'll feed that back to the team'.
prinkink
·2 years agoSame problem here too.
I was promised a call back on numerous occasions regarding an issue I posted about on Chat today.
I waited for the call, it rang once then cut off and I received the same email. It has happend a few times and also strangely during the middle of a converations with Ebay representetives when they don't want to give me answers to my questions.
marco@ebay
Hi @prinkink, thanks for your post.
I can see you did request a call back on the 24th of November. However, we couldn't get through which is why you would receive that message.
Thank you,
Marco
prinkink
·2 years agoSorry, but this is not the case. It seems that the representetives allow the phone to ring once and then hang up which then means that they don't have to deal with my questions and can put me back into the merry go round. It really is like ground hog day. Can somebody please contact me and deal with my complaint?
marco@ebay
Thanks for your reply, @prinkink.
We are not able to arrange a call back for you, if you wish to contact customer services, you would need to request a call back the same way you did before. If you'd like me to assist with your query, let me know as much information as you can, and I will be happy to help.
Thank you,
Marco
prinkink
·2 years agoWhy do Ebay never act on reports of others sellers manipulating the search with 10's of thousands of duplicate listings?
One particular UK business seller going under 3 different Ebay accounts has 10's of thousands of near duplicate listings for the same items spread over all 3 accounts.
This means that for the items that we sell, this unscrupulous seller holds over 20 places on the first page of Ebay search for the same item and holds 7 out of top ten non sponsored results.
They release new duplicate listings every day at very low prices which naturally rise to the top and push away other sellers. Once the top positions are "stolen" their prices increase to over and above what the other sellers were charging.
I have reported this many times via phone, chat, Ebay reporting tools etc and always end up with a boiler plate response and no action even though the Ebay representatives all agree that this company is clearly breaking the rules.
anita@ebay
Hi @prinkink, thanks for your post.
I appreciate your feedback. eBay takes reports seriously, and we have teams working proactively and reactively to work as many reports as possible. I will share your feedback to the relevant team as we want to ensure violating listings are actioned accordingly.
In the meantime, if you feel that the right action hasn’t been taken after you reported it, you can also report it by selecting Contact us options here at the bottom of the page.
Thanks,
Anita
prinkink
·2 years agoSorry but that's just the same old boiler plate cut and paste reponse that I always get.
Are you able to look into my case and give me a definate answer to my question please?
marco@ebay
Thanks for your reply, @prinkink.
What is your question?
Thank you,
Marco
prinkink
·2 years agoAs I have aleady said. I have reported many times and I get no answers.
Here are just a few of the cas numbers I already have:
2-170092478908
2-170092620963
2-170091563337
Please don't reply with a copy and paste respnse, I need answers.
marco@ebay
Thanks for your reply, @prinkink.
Could you please be more specific? I am still not sure what your query is, please let me know as much information as you can, and I will be happy to help.
Thank you,
Marco
ducatimondo
·2 years agoI have asked and asked and asked the same thing over and over again about reporting duplicate listings.
We just get cut and paste replies, they do take it seriously, we do take action although we can't share what action we take.
I know the answer, you don't take any action, no one ever has any of the insane amount of duplicate listings removed, as if we report them and you did take action, they'd be gone, no?
So my question, are we all wasting our time reporting listings?
How long is the queue from reporting duplicate listings to them getting looked at?
I have asked the second question before and got an "the length of time varies depending on how busy they are". Then "it also depends on the type of report, as to how busy they are and what happens"
We are not asking about Vero or selling banned products or anything like that.
We are asking about duplicate listings that ruin the platform for:
Honest sellers that follow the policies.
Honest buyers that just want to find what they want to buy without being buried in a sea of the same
eBay pay a lot of money for hosting all of these duplicates
Google demotes the site like crazy for all of the duplicate content.
Any platform should be grateful that honest sellers are trying to help them solve the issue.
Yet eBay cut N paste, we will look into it and then nothing happens.
Are we all wasting out time reporting these duplicates, as I and probably everyone else have plenty of other stuff to do without wasting my time on these for eBay to just ignore the issue and do nothing with the reports we file.
So why does nothing at all happen when we file these reports?
marco@ebay
Thanks for your question, @ducatimondo.
Please continue to report, as we do review all reports. In terms of how long is taking for these reports to be reviewed, this can change from time to time depending on how many reports we may receive. However, your input counts, so please continue to report anything that you think is against our policies/procedures.
Thank you,
Marco