Weekly Chat with the eBay Community Team- 30.10.24 @2pm | Chat with the eBay Community Team | eBay UK

Weekly Chat with the eBay Community Team- 30.10.24 @2pm | Chat with the eBay Community Team | eBay UK

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Weekly Chat with the eBay Community Team- 30.10.24 @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, @marco@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

community-team@ebay eBay Staff

eBay Staff

eBay Staff0 View listings

Posted 1 year ago·Last reply 1 year ago

32 comments

a45heaven

·1 year ago

Get free 1:1 support with Seller Clinics

What country are these based in ?

I ask as it is widely acknowedged that CS should only be contacted early in the morning in the hope you can speak to Dublin. This is often echoed by Mentors.

You also mention these clinics are chaired by experts - what is a definition of an expert?

How do these clinics compare with the one to one advise that was given on the Powerseller programme by UK based interested Experts. which ebay cancelled some 15 years ago .

PS as a side issue the 'Spell Check' on the boards is not functioning.

kat@ebay

eBay Staff

Admin1 year ago

@a45heaven wrote:

Get free 1:1 support with Seller Clinics

What country are these based in ?

I ask as it is widely acknowedged that CS should only be contacted early in the morning in the hope you can speak to Dublin. This is often echoed by Mentors.

You also mention these clinics are chaired by experts - what is a definition of an expert?

How do these clinics compare with the one to one advise that was given on the Powerseller programme by UK based interested Experts. which ebay cancelled some 15 years ago .

PS as a side issue the 'Spell Check' on the boards is not functioning.

Hi @a45heaven ,

Thank you for the question. We don't have confirmation at the moment on the country for the customer support for the seller clinics. Experts meaning they will be experienced in the different areas of eBay including eBay foundations, Delivery and selling overseas,Taking your Shop to the next level with eBay tools and services,Marketing your Shop on and off eBay, Accelerating growth with eBay Advertising and Retail and seller standards.

We have a tech ticket open for the issue with the spell check and we'll update the community once its fixed.

Thank you,

Kat

nakedkeg

·1 year ago

Order number

11-12195-89571

I am the seller.

Dispatched via RM48 and tracking shows accepted at post office day after order placed.

Buyer then goes on line and asks RM to retain the item at their local delivery office for them to pick up, which they do 4 days later.

Why does ebay record that as a late delivery on my service metrics?

Why won’t ebay remove this?

dave@ebay

eBay Staff

Admin1 year ago

@nakedkeg wrote:

Order number

11-12195-89571

I am the seller.

Dispatched via RM48 and tracking shows accepted at post office day after order placed.

Buyer then goes on line and asks RM to retain the item at their local delivery office for them to pick up, which they do 4 days later.

Why does ebay record that as a late delivery on my service metrics?

Why won’t ebay remove this?

Hi @nakedkeg

Ive passed this on the shipping team to review.

I’ll reach out to you directly when I hear back from them to let you know what they have said.

Thanks

Dave

nakedkeg

·1 year ago

Thanks @dave@ebay will I see that here, or via message / email ?
I'm expecting the same response I got from CS, that there is a known issue with RM tracking integrations. It would appear in the meantime that Sellers are just expected to accept Late Delivery service metrics, when it's eBay's report card that should read "must try harder".

bojangled

·1 year ago

Good Afternoon Community Team

I would like to remove my telephone number from my listings and my about me page.

During several calls and emails with CS I am told that it is a requirement for all UK business sellers to display the number. Which simply isn't true.

After several searches on long term business sellers details these details are not shown, along with other regulars on the boards who tell me they have had theirs removed.

I've tagged community team in this thread.

I'd really like some help with this as the CS agents don't read the content of emails and just c&p the same old faff.

TIA

Jo

kat@ebay

eBay Staff

Admin1 year ago

@bojangled wrote:

Good Afternoon Community Team

I would like to remove my telephone number from my listings and my about me page.

During several calls and emails with CS I am told that it is a requirement for all UK business sellers to display the number. Which simply isn't true.

After several searches on long term business sellers details these details are not shown, along with other regulars on the boards who tell me they have had theirs removed.

I've tagged community team in this thread.

I'd really like some help with this as the CS agents don't read the content of emails and just c&p the same old faff.

TIA

Jo

Hi @bojangled ,

I'll follow up on this and have a look into the thread to see the details.

Thank you,

Kat

sweetcharity.2013

·1 year ago

PLEEEEEASE tell me this is a glitch, not another ebay ‘improvement’.

Saw an item, added it to my watch list, it had the options of bidding & a Buy it Now price.

Looking in my watch list it only shows the Buy it Now option, no mention of the fact you could place a bid. I'm using a desktop.

kat@ebay

eBay Staff

Admin1 year ago

@sweetcharity.2013 wrote:

PLEEEEEASE tell me this is a glitch, not another ebay ‘improvement’.

Saw an item, added it to my watch list, it had the options of bidding & a Buy it Now price.

Looking in my watch list it only shows the Buy it Now option, no mention of the fact you could place a bid. I'm using a desktop.

Hi @sweetcharity.2013 ,

Would you be able to provide a screenshot to show your view, just be sure to exclude any personal details and we can have a further look.

Thank you,

Kat

sweetcharity.2013

·1 year ago

Sorry Kat, no can do on screenshots atm.

kat@ebay

eBay Staff

Admin1 year ago

@sweetcharity.2013 wrote:

Sorry Kat, no can do on screenshots atm.

Hi @sweetcharity.2013 ,

No worries, if you can do at a later stage you can send it to me then. In the meantime I'll follow up regarding the bidding option on the item in the watchlist.

Thank you,

Kat

kat@ebay

eBay Staff

Admin1 year ago

Hi @sweetcharity.2013 ,

I checked some listing examples on watchlists and can see bidding options. It may have been a temporary issue with the item you had at the time.

Thank you,

Kat

sweetcharity.2013

·1 year ago

I queried this a week or so ago but I think there was a confusion on how my question wasworded going by the reply, so I ask –

If a listing shows that there are 10 of the item available, I can only add that I’m looking at ONE of the ten in my watch list. The seller can only send me an offer on ONE item, whereas I may want 5 off . Why doesn’t the offer apply to buying more than one item?

(If the seller has set up the postage correctly this shouldn’t be an issue either.)

marco@ebay

eBay Staff

Admin1 year ago

@sweetcharity.2013 wrote:

I queried this a week or so ago but I think there was a confusion on how my question wasworded going by the reply, so I ask –

If a listing shows that there are 10 of the item available, I can only add that I’m looking at ONE of the ten in my watch list. The seller can only send me an offer on ONE item, whereas I may want 5 off . Why doesn’t the offer apply to buying more than one item?

(If the seller has set up the postage correctly this shouldn’t be an issue either.)

Hi @sweetcharity.2013, thanks for your question.

There is no way for the seller to know how many items you actually want from the same listing unless you message them. Once you let them know, they can send you an offer for the amount of items you wish.

Thank you,

Marco

sweetcharity.2013

·1 year ago

Thanks, Marco.

I was under the impression that a seller could only send me an offer once on a listed item. Can you confirm that has changed now?

I'm not referring to offers I make & counter-offers, I mean unsolicited seller offers.

marco@ebay

eBay Staff

Admin1 year ago

@sweetcharity.2013 wrote:

Thanks, Marco.

I was under the impression that a seller could only send me an offer once on a listed item. Can you confirm that has changed now?

I'm not referring to offers I make & counter-offers, I mean unsolicited seller offers.

Thanks for your reply, @sweetcharity.2013.

Sellers can only send an offer once, then they could send it again after it expires.

Thank you,

Marco

custom-giftsuk

·1 year ago

Is there any updates on why the Product Research is totally broken today and has been for the last week at least, removing listings from showing items that have been sold? It was up until early last week working and has now completely quit showing any sold results for today. I did report it last week and was told by eBay CS that it would be resolved within a week but all that seemed to do was remove everyone of my listings from showing what was sold. However it was, up until today, when it quit working completely, showing items that according to eBay had been removed for policy violations (to which the items hadn’t been removed and were still available for sale – despite actually violating eBay’s policies). So can you let us all know what is happening please? It is supposed to be one of the highlights from the Business Seller Update October 24 yet hasn’t worked correctly in more than a week and has now completely quit.

kat@ebay

eBay Staff

Admin1 year ago

@custom-giftsuk wrote:

Is there any updates on why the Product Research is totally broken today and has been for the last week at least, removing listings from showing items that have been sold? It was up until early last week working and has now completely quit showing any sold results for today. I did report it last week and was told by eBay CS that it would be resolved within a week but all that seemed to do was remove everyone of my listings from showing what was sold. However it was, up until today, when it quit working completely, showing items that according to eBay had been removed for policy violations (to which the items hadn’t been removed and were still available for sale – despite actually violating eBay’s policies). So can you let us all know what is happening please? It is supposed to be one of the highlights from the Business Seller Update October 24 yet hasn’t worked correctly in more than a week and has now completely quit.

Hi @custom-giftsuk ,

I have replied to your thread on this topic earlier today. As I mentioned I have logged it with tech and provided your examples so it will be looked into further. I don't have any further update to your customer support contact but we don't get timescales on resolutions so its possible it is taking some time.

Once I get an update from the ticket with tech I will post back on the other thread.

Thank you,

Kat

custom-giftsuk

·1 year ago

Thank you for updating this. As stated I did report it a week ago - as my items sold were being removed from the list (which is wierd and feels decidedly personal) whilst other sellers were still there - including ones that had alledgedly been removed (to which they had not). eBay CS told me it would be resolved as an expedited matter and it would be resolved within a week.

I actually did post a message on the community forum last week asking about this, but it wasn't replied to. It was only when someone else commented today, and I replied to their comment that you replied (to their post not my original post however).

It seems a bit of an own goal for the Product Research item to be seemingly working up until a week ago, and then it started to fall down, now its completely down when it's the number 2 item on the Business Seller Update for October 24.

I'm very sure I'll be back in touch next week regarding this matter

pre_worn

·1 year ago

Since the new feedback guidance was released, it seems eBay is denying feedback removal requests even for cases that clearly meet the criteria for removal. According to eBay's own policy, they should remove feedback that includes negative comments with positive ratings or positive comments with negative ratings. I have feedback stating, "Item arrived. All fine. Thank you," left under a negative rating, which I’ve tried to remove three times but was denied each time because, according to eBay, it doesn’t violate their policy. Why is this happening now?

dave@ebay

eBay Staff

Admin1 year ago

@pre_worn wrote:

Since the new feedback guidance was released, it seems eBay is denying feedback removal requests even for cases that clearly meet the criteria for removal. According to eBay's own policy, they should remove feedback that includes negative comments with positive ratings or positive comments with negative ratings. I have feedback stating, "Item arrived. All fine. Thank you," left under a negative rating, which I’ve tried to remove three times but was denied each time because, according to eBay, it doesn’t violate their policy. Why is this happening now?

Hi @pre_worn

Unfortunately, our team can’t review feedback or action feedback. I’ll pass this on to a colleague to review but I don’t know if it is removable.

If you reach out to Customer Support directly they will be able to give you more guidance on the issue.

Thanks,

Dave

pre_worn

·1 year ago

Hi Dave,

Thank you for your response. Unfortunately, this issue requires more than just passing it along or directing me to Customer Support channels. The guidance for this type of feedback removal is very clear-cut, yet my previous attempts to resolve this through Customer Support have been fruitless. Most representatives, in my experience, seem unfamiliar with eBay's own policies, and I repeatedly receive generic, templated replies that simply reference the same policy I’m already quoting.

Given the specific alignment of this feedback with eBay’s stated removal criteria, could this be escalated to someone who has the authority to directly address the situation?

The current process has deteriorated significantly, making it increasingly difficult to receive meaningful support or resolution from the customer service representative regarding these matters.

Thank you for your attention to this issue.

dave@ebay

eBay Staff

Admin1 year ago

@pre_worn wrote:

Hi Dave,

Thank you for your response. Unfortunately, this issue requires more than just passing it along or directing me to Customer Support channels. The guidance for this type of feedback removal is very clear-cut, yet my previous attempts to resolve this through Customer Support have been fruitless. Most representatives, in my experience, seem unfamiliar with eBay's own policies, and I repeatedly receive generic, templated replies that simply reference the same policy I’m already quoting.

Given the specific alignment of this feedback with eBay’s stated removal criteria, could this be escalated to someone who has the authority to directly address the situation?

The current process has deteriorated significantly, making it increasingly difficult to receive meaningful support or resolution from the customer service representative regarding these matters.

Thank you for your attention to this issue.

Hi @pre_worn

I'll ask one of the managers in CS to review. I can’t promise you a callback from them but they may be able to action it if its within policy.

Ill also pass your feedback on the process on to them.

Thanks,

Dave

lincolnshiremarine

·1 year ago

Good afternoon

I note that another ebay member last week asked when further information on feedback removal would be published, and you did not have any further information to add.

I therefore am asking this, what is ebay policy when we have recieved neutral feedback for an item that has passed the 30 day return policy, and we kindly replaced it under the manufacturers warranty terms. Should the buyer be allowed to submit the feedback.

Do ebay remove this automatically, as I have noted that ebay have a policy that only allows so many removal requests.

I was under the impression that ebay were helping sellers more with unfair feedback.

Best wishes

marco@ebay

eBay Staff

Admin1 year ago

@lincolnshiremarine wrote:

Good afternoon

I note that another ebay member last week asked when further information on feedback removal would be published, and you did not have any further information to add.

I therefore am asking this, what is ebay policy when we have recieved neutral feedback for an item that has passed the 30 day return policy, and we kindly replaced it under the manufacturers warranty terms. Should the buyer be allowed to submit the feedback.

Do ebay remove this automatically, as I have noted that ebay have a policy that only allows so many removal requests.

I was under the impression that ebay were helping sellers more with unfair feedback.

Best wishes

Hi @lincolnshiremarine, thanks for your question.

We've just released new info on our feedback policies, if you click here, you can take a look at the policy changes.

Thank you,

Marco

lincolnshiremarine

·1 year ago

Good afternoon Marco

As you would of seen this before, and represent ebay, as per my message should this be removed.

Best wishes

marco@ebay

eBay Staff

Admin1 year ago

@lincolnshiremarine wrote:

Good afternoon Marco

As you would of seen this before, and represent ebay, as per my message should this be removed.

Best wishes

Thanks for your reply, @lincolnshiremarine.

We don't really review feedback ourselves, so you can contact customer service for a full review of the feedback in question, and if it qualifies, they will remove it no problem.

Thank you,

Marco

lincolnshiremarine

·1 year ago

Dear Marco

I cannot see how this applies to my question and does not relate to our situation. Come on Marco help us law abiding, ebay policy following sellers out please........

Best wishes

marco@ebay

eBay Staff

Admin1 year ago

@lincolnshiremarine wrote:

Dear Marco

I cannot see how this applies to my question and does not relate to our situation. Come on Marco help us law abiding, ebay policy following sellers out please........

Best wishes

Thanks for your reply, @lincolnshiremarine.

I cannot say what can be removed, and cannot be removed without looking at the full case, I'm afraid. We don't do feedback reviews over here, so you'd need to contact customer support to see if it qualifies for removal.

Thank you,

Marco

lincolnshiremarine

·1 year ago

Dear Marco

With respect and this is a genuine question, If you cannot help sellers when they come on here, what is the purpose of the community team?.

Time and time again sellers are chasing the team for responses to questions, when we have issues you cannot help us, and refer us back to CS, or you just pass over the issue to the "teams". Is there any point in taking an hour from our very busy day to ask for help, only to be told "sorry the computer says no".

This is not an acceptable services from ebay , when we are nailed by ebay if we do not help our buyers straight away.

Best wishes

marco@ebay

eBay Staff

Admin1 year ago

@lincolnshiremarine wrote:

Dear Marco

With respect and this is a genuine question, If you cannot help sellers when they come on here, what is the purpose of the community team?.

Time and time again sellers are chasing the team for responses to questions, when we have issues you cannot help us, and refer us back to CS, or you just pass over the issue to the "teams". Is there any point in taking an hour from our very busy day to ask for help, only to be told "sorry the computer says no".

This is not an acceptable services from ebay , when we are nailed by ebay if we do not help our buyers straight away.

Best wishes

Thanks for your reply, @lincolnshiremarine.

While we would love to help further, we don't provide customer services over this channel. We try to answer as many questions as we can, and orientate as much as we can, which is what we mainly do. However, actioning cases, or say what can be done or what can't be done without looking at cases, is not something we really do over here. For that, you'd need to contact customer support, and they will be able to do that for you no problem.

Thank you,

Marco

lincolnshiremarine

·1 year ago

Thank you for your reply

Best wishes