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Weekly Chat with the eBay Community Team- 30.07.25 @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 and dave@ebay. Between us, we have knowledge in Buying, Selling, Fulfilment, Payments, and the Community itself. Anything we aren’t sure on we’ll know the people who will be! Please ask us any questions you may have and we’ll do all we can to support. We understand that certain topics, such as concerns about businesses possibly using private accounts, can be frustrating and important to you. Please refrain from asking the same question repeatedly in our weekly live chats. We assure you that we carefully review all posts in the forum and ensure that your concerns are communicated to the relevant teams for appropriate action.
To maintain a constructive and community environment, posts that repeatedly breach this guideline may be removed. Continued violations could result in further action against your community account. We appreciate your cooperation and understanding in helping us keep our community focused and respectful.
To ask your question, click Reply in the lower-right corner of this post, type your question, and click Reply between 2pm and 3pm. The community team will answer each incoming question in chronological order and will quote the original question in each answer.
Please note that any reply without a question to the community team or discussion replies may be removed from the chat. We want to keep on track to get through as many questions as possible. We welcome all discussion to be moved to the discussion boards.
If you missed the weekly chat time, please ask your question in the community boards and tag us or we will be back next week with another chat!
Many thanks,
Your eBay Community Team
paulblueandwhite
·1 year agoAny update on my question from last week regarding failed collections by Royal Mail and how to fix this? Don't know how to arrange a RM collection on eBay?
kat@ebay
Hi @paulblueandwhite ,
There is no confirmation email being sent from the eBay side .You need to make sure after you book the collection your are generating or downloading the label and it will show the collection details then. If it doesn't at this part click order details and go to " get another label" and it shows the collection details here.
Thank you,
Kat
brewer-63
·1 year agoHi
has a rival appeared online to Ebay? The reason I ask is a few years ago I used to search for cookbooks that were for auction and starting at £1 or less, you used to see around 300+. Today, using the same parameters, there was only 50 available. I have also noticed a sharp drop in fishing tackle for sale.
regards
dave@ebay
Hi @brewer-63
There isn't a definite answer I can give you to this, but it could be for a few different reasons. There are of course a number of other online retailers but it's also that sellers are moving away from the items you're searching. Sometimes it could be a seasonal issue and there will be more of the items listed later in the year.
Thanks,
Dave
wellingnorth
·1 year agoI just wanted to post regarding problems with acceptance of over size Simple Delivery parcels at Post Office branches.
I mentioned before that the labels that the Post Office are printing from your emailed QR codes display a size and weight on them and that Post Office staff are naturally checking that the parcel is within these limits. Here is someone reporting the Post Office turning away a parcel where the parcel was bigger than the label suggested it should be.
https://community.ebay.co.uk/t5/Seller-Central/Item-not-saying-sent-as-I-didn-t-print-qr-code/m-p/7899124#M748140
(To be clear the labels printed from QR codes are just standard Royal Mail postage labels and do not show 'ebay simple delivery' or 'Marketplace Seller' on them)
On the other hand the labels that you send out by email to print at home do not display a size or weight (just 'ebay simple delivery' / 'Marketplace seller') but when I dropped a parcel off this week the staff member checked that it went through the Large Letter slot. I asked why and he said that when he scans the label it shows the size format on his screen. We understand that the Post Office are supposed to accept the parcels regardless but this would be a lot more straightforward if the label did not show a size or weight format when scanned.
dave@ebay
Hi @wellingnorth
We have been working closely with RM to make sure that all SD packages are accepted once the seller uses the suggested label.
It's possible the sizes showing might be causing an issue for some. I'll pass this over to the shipping team to review with a view to implementing it as part of a future improvement.
Thanks,
Dave
custom-giftsuk
·1 year agoI keep seeing the same people posting on the weekly chat and the same people clicking the "helpful" button. I wonder if eBay would consider having an "unhelpful" button that people in the chat could click on if they didnt think a post was helpful.
Do you think that this would be a good idea to impliment?
kat@ebay
Hi @custom-giftsuk ,
There was something similar to this button in the past but as it was misused it was removed. As it would most likely happen again it is not something that is being considered for use in the immediate future.
Thank you,
Kat
custom-giftsuk
·1 year agoKat@ebay - re : unhelpful button -
That is a shame indeed. I think it would've been an interesting metric for eBay management & CS to look at to get an idea on how sellers felt on any one particular topic or answer at a glance and we do know eBay love their metrics but thank you for your feedback on the question I asked. I know this isnt a question, but it is to say thank you for answering my question in a straightforward and truthful way. 🙂
darth_baggins
·1 year agoCould you also please explain why EDDs are exactly the same for 2nd class and 1st class?
dave@ebay
Hi @darth_baggins
As you know the EDDs are calculated on a number of factors such as the delivery times in different areas or if we are aware of any delays. This can from time to time lead to EDDs showing as the same for different postage options.
I checked with the shipping team and there are no issues with the calculation so its most likely an issue with delivery times and will readjust when the deliveries start arriving sooner.
Thanks,
Dave
darth_baggins
·1 year agoThanks Dave. This kind of response is why I've largely given up on the weekly chat. If neither you nor the shipping team can see that this is just broken, then there's not much point in engaging with you is there?
What possible incentive do buyers have to pay extra for 'faster' shipping that isn't any faster?
darth_baggins
·1 year agoAlso regarding EDD - given that Royal Mail have said they won't be delivering 2nd class on Saturdays, can you explain why EDDs are still giving Saturdays as a potential delivery date?
I did ask this a few days ago by tagging Kat but she seems to be ignoring me.
dave@ebay
Hi @darth_baggins
We don't have any more information on the change other than what we've already shared. Once we have more, we will share it.
Thanks,
Dave
mteconlineshop
·1 year agoHi
Been having a few issues where buyers are trying to buy more than one item from the shop, but they keep getting messages back saying we only accept a sale every 10 days, is there a issue
At present i can not send any screen shot of the message as do not have one
Example today from a buyer with over 300 feedback
Hello, I am having trouble buying 2x sets of these. When I go to complete my purchase it says the seller only allows a purchase every 10 days. Is there any other way to purchase?Hello, I am having trouble buying 2x sets of these. When I go to complete my purchase it says the seller only allows a purchase every 10 days. Is there any other way to purchase?Thank you
kat@ebay
Hi @mteconlineshop ,
I know there is a setting for buyer requirements about purchasing items in a 10 day period. Can you check your account settings to see if you have set there?
Thank you,
Kat
mteconlineshop
·1 year agoHi
How do i find that please
kat@ebay
Hi @mteconlineshop ,
If you go to account settings> selling preferences> your buyers> manage who can buy from you> block settings
Thank you,
Kat
ak_craft_crazy
·1 year agoHi,
Just in relation to EDD again, as we already know it is not fit for purpose. However Royal Mail now only delivery 2nd class letters on every other Weekday and updated the timeframe from 2-3 working days now to 3-5 weekdays. Please can you advise when eBay will be changing the way EDD is going to calculate this as nothing has been communicated.
dave@ebay
Hi @ak_craft_crazy
Our shipping team are currently working with RM to figure out how this change will be worked into the site.
I don't have any updates on it yet but we will post more as soon as we have some.
Thanks,
Dave
guymafo
·1 year agoGood Afternoon Community Team
When can we expect the update to EDD given Royal Mail has now adopted the new delivery system?
GM
kat@ebay
Hi @guymafo ,
Ebay are currently working with the Royal Mail on their plan for this new delivery system and once they have more details on changes it will be shared with both buyers and sellers.
Thank you,
Kat
guymafo
·1 year ago@kat@ebay Thank you for you reply.
But why wasn’t this implemented before the delivery change, ie last Monday?
It’s not as if it’s been a big secret.
This affects businesses EDD and Late Delivery Rate which in turn affects TRS and those benefits.
Why are ebay always late to the party?
Its infuriating.
Is now a good time to remind the shipping team there a Bank Holiday Monday in just over 3 weeks?
Apologies for sarcasm, but there seems to be very little consideration for business sellers recently.
GM
kat@ebay
Hi @guymafo ,
I understand where your coming from. The 28th was the date Royal Mail advised they would make changes but as far as we are aware no changes have come into effect yet. eBay are working with them on this and the soonest they have more details we will share it on the community.
Thank you,
Kat
ak_craft_crazy
·1 year agoHi,
I have to raise EDD’s again and have attached a number of examples here to show it is not fit for purpose. As you can see all of these EDD’s shown to the buyer are the same day as dispatch or next day delivery, these are all standard delivery which is 3nd class. I have also attached a screenshot from the postage policy used. As you can see YOU advertise this as a 2-3 working day service, not same day or next day but 2-3 working day.
So please answer me this, why on this earth are you showing buyers items will arrive the very same day as dispatch or the very next day????
I do not want a copy and paste response I want action; you have told me to contact customer services in the past which I have done, and they use the exact same copy and paste response you use. I have contacted the shipping team on their email and initially got a response but as soon as I provide proof that EDD is not fit for purpose I get no response.
EDD is not fit for purpose and is costing us £1000’s in unnecessary refunds. Buyers can open a INR case just 2 days after an item is dispatched which should be the very first day the item can arrive, they can then raise the case after 3 days to get a refund. This is only 1 day after the 2-3 working days it should be advertised as, but then this doesn’t follow Royal Mails terms of 10 business days so we are in a lose lose.
When will something be done about EDD not being fit for purpose?
kat@ebay
Hi @ak_craft_crazy ,
There has been no change to the how the edd's are calculated from the last time you raised it on the weekly chat. Its a dynamic calculation. I will share your feedback and example provided to the relevant team, but as we always say, please note that this doesn't necessarily means that changes will be implemented.
Thank you,
Kat
ak_craft_crazy
·1 year agoHi Kat,
Thank you for your response, surely you can see where i am coming from? it is simple maths for example 2+2=4 but whomever created the way EDD works seems to think 2+2=1 for some bizarre reason.
It is not a one off it has been something myself and many other sellers have raised over the last few years but every time we say raise it, it falls on deaf ears.
Please can you provide me an email or community team member i can speak to directly to get this resolved or at least looked into properly. The CS team are just not interested when i raise it and give the usually copy and paste reply. You can see from my examples mathematically the EDD's you provide are not possible.
You are misleading customers by giving misleading EDD which is breaching consumer law. As us sellers do not control the EDD it is eBay that is causing this breach.
kat@ebay
Hi @ak_craft_crazy ,
We don't have a direct contact email for this. You mentioned you had emailed the shipping team so they would be a team that review. I can share your examples with them and if they provide an update on it I will post back.
Thank you,
Kat
cobwebcottage
·1 year agoSecond question.
I recently bought two items from a private seller. Both posted using SD with BPF.
I then noticed in their about bio that they state that they are a small family business.
How do I contact Ebay for a refund for the unnecessary buyer protection fee which I paid?
dave@ebay
Hi @cobwebcottage
There isn't a way to request a refund as I have no way to confirm the account is actually a business.
You can report the seller thought this page if you feel they are incorrectly trading on a private account. Select the other option and fill in the information so the policy team can review the account.
Thanks,
Dave
cobwebcottage
·1 year agoHello All,
I have two questions this week so I will start with this one.
A business seller has their mobile phone number on each of their listings and also states that cash is preferred on collection. A few of us have reported this and had the same response by customer service to say that an agent has reviewed the reports and has determined that there is no policy violation.
Does this mean that as customer services have said there is nothing wrong in doing this, we can all add our mobile number to our listings and ask for cash?
kat@ebay
Hi @cobwebcottage ,
Thank you for the questions. We can't comment on why no action was taken on reports as this is reviewed by policy and not ourselves. Contact details are not allowed as per policy so no you cannot include phone numbers in listings.
I would recommend reporting the listings again and ensure it is being referred for the correct off site policy.
Thank you,
Kat
Thank you,
Kat
dave@ebay
Hi @cobwebcottage
I saw the tread about this but I obviously cant comment on what happened with the review. I have sent it over to the policy team to review.
Sharing direct contact information prior to an eBay purchase is not allowed so I would advise against you adding your phone number to your listings.
Thanks,
Dave
cobwebcottage
·1 year agoThank you Dave as this is affecting some ones business and livelihood.
(promise I wont add my details to my listings!)
moonlight-rhapsody
·1 year agoLast week I raised the issue of absurd search results, and I gave the example of searching for an “original watercolour painting seascape”, sorted by "Price Low-High Inc P&P". The top 3 results were Trees, Calligraphy and the Grand Canyon. I was told that it would be sent to the team for review. I assume they have reviewed it because the order has changed. The Grand Canyon is now the TOP result for a search for a seascape, followed by the Trees.
kat@ebay
Hi @moonlight-rhapsody ,
Thank you for the details. I will re-share the example for review. We don't have control over changes being made but will share for review.
Thank you,
Kat