topic Re: Weekly Chat with the eBay Community Team - 25.02.26 @2pm in Chat with the eBay Community Team

Weekly Chat with the eBay Community Team - 25.02.26 @2pm

community-team@ebay — Wed, 25 Feb 2026 15:00:24 GMT

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 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

Re: Weekly Chat with the eBay Community Team - 25.02.26 @2pm

arla88 — Wed, 25 Feb 2026 14:04:28 GMT

Hi, I am having issues regarding labels for my orders, I keep getting the error message ‘ something went wrong and we were not able to generate the label ‘ when trying to get pre paid labels and buy new labels , please can you help as my son has an account and this is not happening to him, that’s has been happening to me since Sunday

Re: Weekly Chat with the eBay Community Team - 25.02.26 @2pm

kat@ebay — Wed, 25 Feb 2026 14:06:40 GMT

@arla88 wrote:

Hi, I am having issues regarding labels for my orders, I keep getting the error message ‘ something went wrong and we were not able to generate the label ‘ when trying to get pre paid labels and buy new labels , please can you help as my son has an account and this is not happening to him, that’s has been happening to me since Sunday

Hi @arla88 ,

How many orders are you having this issue with? Can you share examples?

Thank you,

Kat

Re: Weekly Chat with the eBay Community Team - 25.02.26 @2pm

mawels_87 — Wed, 25 Feb 2026 14:10:51 GMT

Why doesn't the Click & Collect option not show when making offers 99% of the time?

I only buy Click & Collect for a number of reasons. Every time I have tried to make an offer (even though those sellers have Click & Collect option turned on) when making an offer the delivery option for Click & Collect is never there. This makes it impossible to make offers. I've contacted and spoken to a few eBay specialist agents. They have tried to help but even they can't give any real reason for it not working. They just end up giving unreasonable workarounds. Sellers are losing out as buyers just end up buying from other sites where Click & Collect works every time. There is a big growth in buyers using and wanting Click & Collect. Postal services are making Click & Collect available on most street corners now. eBay doesn't seem to be taking advantage of that. Other sites seem to be taking advantage of that in a big way.

It really would be good to get this fixed very soon.

Re: Weekly Chat with the eBay Community Team - 25.02.26 @2pm

paulblueandwhite — Wed, 25 Feb 2026 14:07:48 GMT

Good afternoon,

Sorry, but I'm asking this now for weeks now: how to list an item that need to be posted with age verification. I have a letter opener listed under category: cutlery, knives to have the option: "age verification" on postage terms. But recently sold an item that needed to be posted with age verification and Royal Mail has no longer this option. So, I cannot list this item on eBay and if listed under another category postage with Royal Mail with age verification is no option. They removed this option recently.

Re: Weekly Chat with the eBay Community Team - 25.02.26 @2pm

dave@ebay — Wed, 25 Feb 2026 14:11:30 GMT

@paulblueandwhite wrote:

Good afternoon,

Sorry, but I'm asking this now for weeks now: how to list an item that need to be posted with age verification. I have a letter opener listed under category: cutlery, knives to have the option: "age verification" on postage terms. But recently sold an item that needed to be posted with age verification and Royal Mail has no longer this option. So, I cannot list this item on eBay and if listed under another category postage with Royal Mail with age verification is no option. They removed this option recently.

Hi @paulblueandwhite

Unfortunately, I still don't have an update on this one. I will as I promised, let you know once I have something that I can share.

Thanks,

Dave

Re: Weekly Chat with the eBay Community Team - 25.02.26 @2pm

marco@ebay — Wed, 25 Feb 2026 14:12:34 GMT

@mawels_87 wrote:

Why doesn't the Click & Collect option not show when makinh offers 99% of the time?

I only buy Click & Collect for a number of reasons. Every time I have tried to make an offer (even though those sellers have Click & Collect option turned on) when making an offer the delivery option for Click & Collect is never there. This makes it impossible to make offers. I've contacted and spoken to a few eBay specialist agents. They have tried to help but even they can't give any real reason for it not working. They just end up giving unreasonable workarounds. Sellers are losing out as buyers just end up buying from other sites where Click & Collect works every time. There is a big growth in buyers using and wanting Click & Collect. Postal services are making Click & Collect available on most street corners now. eBay doesn't seem to be taking advantage of that. Other sites seem to be taking advantage of that in a big way.

It really would be good to get this fixed very soon.

Hi mawels_87, thanks for your question.

Is this always happening to you or just most of the times, we would need to look at a couple of examples to investigate as this could be due to seller settings, or even the collection point not being available, for example. If you let me know an item number, I can take a look no problem.

Thank you,

Marco

Re: Weekly Chat with the eBay Community Team - 25.02.26 @2pm

lincolnshiremarine — Wed, 25 Feb 2026 14:12:42 GMT

Good afternoon Community Team,

I am raising ongoing concerns regarding the impact of Royal Mail service issues on sellers, particularly with 24-hour and 48-hour tracked parcels. This has already been raised by other sellers.

There have been numerous discussions on the eBay forum highlighting an increase in Item Not Received (INR) cases, despite sellers dispatching items within the required timeframes. It appears that parcels are not consistently being scanned at sorting offices or hubs, which results in tracking not updating and creates the impression that items have not been sent or are delayed and most recently in my case the parcels have been lost.

Additionally, when sellers contact eBay to dispute INR cases, customer service teams do not seem to be fully aware of this widespread issue. It also appears that the automated system used to assess these cases is not recognising key indicators related to Royal Mail tracking failures, even though sellers have already provided supporting evidence.

As a recent example, I sold item 24-14222-10905 on 12th February 2025. The item was dispatched the same day via Royal Mail Tracked 48 and dropped off at the Post Office on 12th February.

However, no further tracking updates were recorded. The buyer opened an INR case on 24th February 2026. in the evening. After spending over an hour speaking with Royal Mail, I was informed that the parcel has been lost.

I have since issued a full refund to the buyer and explained the situation. However, this situation has resulted in a financial loss, and many sellers are experiencing similar issues through no fault of their own.

Given these circumstances, I would like clarification on the following:

What steps eBay is taking to support sellers affected by Royal Mail tracking failures
Whether INR cases linked to these known issues can be reviewed more fairly
If negative or neutral feedback related to such cases can be removed

Sellers are currently bearing the cost of service failures outside of their control, and additional support from eBay would be greatly appreciated.

Best wishes

Re: Weekly Chat with the eBay Community Team - 25.02.26 @2pm

darth_baggins — Wed, 25 Feb 2026 14:15:14 GMT

Someone pointed out on another forum that the 'report this item' link has disappeared from listings. I have found the same, I've looked at several sellers' listings and the link is not there.

Is this a glitch or a deliberate change?

Re: Weekly Chat with the eBay Community Team - 25.02.26 @2pm

marco@ebay — Wed, 25 Feb 2026 14:17:17 GMT

@lincolnshiremarine wrote:

Good afternoon Community Team,

I am raising ongoing concerns regarding the impact of Royal Mail service issues on sellers, particularly with 24-hour and 48-hour tracked parcels. This has already been raised by other sellers.

There have been numerous discussions on the eBay forum highlighting an increase in Item Not Received (INR) cases, despite sellers dispatching items within the required timeframes. It appears that parcels are not consistently being scanned at sorting offices or hubs, which results in tracking not updating and creates the impression that items have not been sent or are delayed and most recently in my case the parcels have been lost.

Additionally, when sellers contact eBay to dispute INR cases, customer service teams do not seem to be fully aware of this widespread issue. It also appears that the automated system used to assess these cases is not recognising key indicators related to Royal Mail tracking failures, even though sellers have already provided supporting evidence.

As a recent example, I sold item 24-14222-10905 on 12th February 2025. The item was dispatched the same day via Royal Mail Tracked 48 and dropped off at the Post Office on 12th February.

However, no further tracking updates were recorded. The buyer opened an INR case on 24th February 2026. in the evening. After spending over an hour speaking with Royal Mail, I was informed that the parcel has been lost.

I have since issued a full refund to the buyer and explained the situation. However, this situation has resulted in a financial loss, and many sellers are experiencing similar issues through no fault of their own.

Given these circumstances, I would like clarification on the following:

What steps eBay is taking to support sellers affected by Royal Mail tracking failures

Whether INR cases linked to these known issues can be reviewed more fairly

If negative or neutral feedback related to such cases can be removed

Sellers are currently bearing the cost of service failures outside of their control, and additional support from eBay would be greatly appreciated.

Best wishes

Hi lincolnshiremarine, thanks for your post.

We've seen this on the boards, and it has been flagged. However, as you may understand, this is more from the Royal Mail end of things, but thanks for flagging it here. I am sure the guys in shipping will probably also flag it with Royal Mail as well.

Thank you,

Marco

Re: Weekly Chat with the eBay Community Team - 25.02.26 @2pm

kat@ebay — Wed, 25 Feb 2026 14:19:42 GMT

@darth_baggins wrote:

Someone pointed out on another forum that the 'report this item' link has disappeared from listings. I have found the same, I've looked at several sellers' listings and the link is not there.

Is this a glitch or a deliberate change?

Hi @darth_baggins ,

The report an item can now be found through the question mark at the end of the listing pages. This has been in place since last year and it was stated within the report an item original link that the option would eventually be deprecated.

Thank you,

Kat

Re: Weekly Chat with the eBay Community Team - 25.02.26 @2pm

mawels_87 — Wed, 25 Feb 2026 14:28:13 GMT

I can't remember the last time it worked. It happens on every listing where offers can be made, but no Click & Collect option is there when it should be. There have been also a number of threads in this forum about this very same issue. But nothing ever gets resolved. I've even given every bit of information and screenshots to staff but never fix so it still doesn't work. It doesn't help any that it outo pays if the seller agrees to the offer. There no why to then select Click & Collect at checkout.

Re: Weekly Chat with the eBay Community Team - 25.02.26 @2pm

lincolnshiremarine — Wed, 25 Feb 2026 14:25:24 GMT

Good afternoon Marco

Thank you for your reply

With respect, you are aware that this problem is largely due to Royal Mail, not the sellers.

When a seller dispatches items on time—as we all do—but tracking failures cause INR cases or negative feedback, it directly affects our seller scores and reputation.

In such situations, it would be helpful if eBay provided more support to sellers who are acting responsibly.

I would ask that this issue be considered from a seller’s point of view, taking into account that we are fulfilling our obligations but are still being penalised for factors outside our control.

From my own experience with eBay’s shipping team, even when sellers provide clear evidence of previous issues, such as inaccurate or fabricated delivery dates, they do not take action.

The response is "working as intended".

Best wishes

Re: Weekly Chat with the eBay Community Team - 25.02.26 @2pm

arla88 — Wed, 25 Feb 2026 14:25:39 GMT

Hi Kat, I currently have 34 orders, and not 1 is working - same message every time - will pop a pic below, nobody has been able to help me so far and I have tried everything I have been told to do

Re: Weekly Chat with the eBay Community Team - 25.02.26 @2pm

marco@ebay — Wed, 25 Feb 2026 14:29:31 GMT

@mawels_87 wrote:

I can't remember the last time it worked. It happens on every listing where offers can be made, but no Click & Collect option is there when it should be. There have been also a number of threads in this forum about this very same issue. But nothing ever gets resolved. I've even given every bit of information and screenshots to staff but never fix so it still doesn't work. It doesn't help any that it outo pays if the seller agrees to the offer. There no why to then select Click & Collect at checkout.

Thanks for your reply, mawels_87.

I will take your feedback into consideration, but if you get to see this again, please feel free to let me know the item number, and I will take a look no problem.

Thank you,

Marco

Re: Weekly Chat with the eBay Community Team - 25.02.26 @2pm

marco@ebay — Wed, 25 Feb 2026 14:33:29 GMT

@lincolnshiremarine wrote:

Good afternoon Marco

Thank you for your reply

With respect, you are aware that this problem is largely due to Royal Mail, not the sellers.

When a seller dispatches items on time—as we all do—but tracking failures cause INR cases or negative feedback, it directly affects our seller scores and reputation.

In such situations, it would be helpful if eBay provided more support to sellers who are acting responsibly.

I would ask that this issue be considered from a seller’s point of view, taking into account that we are fulfilling our obligations but are still being penalised for factors outside our control.

From my own experience with eBay’s shipping team, even when sellers provide clear evidence of previous issues, such as inaccurate or fabricated delivery dates, they do not take action.

The response is "working as intended".

Best wishes

Thanks for your reply, lincolnshiremarine.

I've never said this is a seller related issue, and this has been flagged already.

As advised above, this is more from more from the Royal Mail side of things, and the shipping team will probably flag this with them directly. At this stage, this is as much as we can do, should this change we would let everyone know as we usually do.

Thanks,

Marco

Re: Weekly Chat with the eBay Community Team - 25.02.26 @2pm

guymafo — Wed, 25 Feb 2026 14:34:07 GMT

marco@ebay

With all due respect your response is rather flippant. It’s been flagged, really isn’t good enough. The point raised is affecting people’s livelihoods, businesses and fee structures on the platform.

Given that this issue is in the news, and RM under some scrutiny isn’t it about time eBay supported its sellers with these issues, and did something?

Re: Weekly Chat with the eBay Community Team - 25.02.26 @2pm

arla88 — Wed, 25 Feb 2026 14:34:40 GMT

I have tried changing browsers, clearing cache / cookies, deleting and re installing app, updating my address, tried from a laptop and phone, I’m stuck and really need to post these orders

Re: Weekly Chat with the eBay Community Team - 25.02.26 @2pm

icecarmedia — Wed, 25 Feb 2026 14:36:08 GMT

kat@ebay

Following on from last week

Shipping policy query 18-02-2026 2:49 PM

You stated

"there can be circumstances outside of sellers control where a different service needs to be used"

Why is it accepted that a change of delivery service be forced on the buyer without their agreement?

Surely if the seller cannot fulfill the order as advertised, this should be communicated to the buyer

Then agreement or order cancellation can follow

Re: Weekly Chat with the eBay Community Team - 25.02.26 @2pm

kat@ebay — Wed, 25 Feb 2026 14:35:31 GMT

@arla88 wrote:

Hi Kat, I currently have 34 orders, and not 1 is working - same message every time - will pop a pic below, nobody has been able to help me so far and I have tried everything I have been told to do

Hi @arla88 ,

There has been an intermittent issue on the Royal Mail side with generating labels but it usually resolves itself. I'll take a look at the details as it seems to be impacting alot of your orders. I'll have it checked and I will follow up with you.

Thank you,

Kat