topic Re: Weekly Chat with the eBay Community Team - 20.05.26 @2pm in Chat with the eBay Community Team

Weekly Chat with the eBay Community Team - 20.05.26 @2pm

community-team@ebay — Wed, 20 May 2026 14:01:44 GMT

Hi everybody!

Based on the feedback we received from the community this will be the last weekly chat in this format for some time. We are working on something a little different and hopefully more in line with the suggestions we have received from you all.

It will take some time to work out but we will be back later in the year.

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!

This week, our eBay Community Team is made up of kat@ebay, dave@ebay and marco@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 - 20.05.26 @2pm

direct.gifts — Wed, 20 May 2026 13:07:29 GMT

Can you clarify the feedback removal policy for me. The policy states if it is left for the wrong seller the feedback can be removed.

This week and earlier this year I have had feedback removal denied. Both times it was obvious the feedback was not for my item, one buyer confirmed they left it for the wrong seller and the other provided a picture of a totally different item saying glass bottles smashed when I sold them a greeting card.

The reason both times for feedback not being removed is because the buyer did not find the item as described. This may well be the case but it is not my item they had an issue with

What proof do you need to provide to get feedback removed when left for the wrong seller?

Re: Weekly Chat with the eBay Community Team - 20.05.26 @2pm

direct.gifts — Wed, 20 May 2026 13:09:41 GMT

Second thing is when you are responding to an item not received case the text keeps getting formatted as you type. For example spaces are randomly removed as you type and you have to keep on editing the text to put spaces back in. This makes it time consuming to respond to cases and when you don't notice it looks unprofessional as words are joined together.

Can this be reported and resolved?

Re: Weekly Chat with the eBay Community Team - 20.05.26 @2pm

paulblueandwhite — Wed, 20 May 2026 13:11:17 GMT

Good afternoon,

Regarding postage of bladed items: received an email that this only can only be posted via UPS. This is not an option for me due to my location - Scottish Island. What other options can I use? Want to post this items with an option that is available for my postcode: seems very limited. ( we don't all live in London, sorry)

Any alternative postage would be welcome. Thank you.

Re: Weekly Chat with the eBay Community Team - 20.05.26 @2pm

lamppostelectrical — Wed, 20 May 2026 13:12:12 GMT

Ref policy violations. I am having lots of items removed for policy violations (specifically bladed items). Some are approved on appeal as they are clearly not in breach of the policy, others are not approved on appeal despite clearly not being in breach of the policy and others, fair enough I'll change them.

1) Why is the AI system so awful at actually picking up on items that break the policy ?

2) Is the appeal process automated or does a human look at the items ?

3) Why is there no option to escalate a failed appeal that is clearly wrong ?

4) Why am I given the option to edit the listing but the only real option is to end it and relist thus losing all of the sales history ? Why offer me the option to edit the postage policy but don't actually allow me to ?

Re: Weekly Chat with the eBay Community Team - 20.05.26 @2pm

kat@ebay — Wed, 20 May 2026 13:12:38 GMT

@direct.gifts wrote:

Second thing is when you are responding to an item not received case the text keeps getting formatted as you type. For example spaces are randomly removed as you type and you have to keep on editing the text to put spaces back in. This makes it time consuming to respond to cases and when you don't notice it looks unprofessional as words are joined together.

Can this be reported and resolved?

Hi @direct.gifts ,

Can you share an example screenshot of this and double check its not text format settings within your browser.

Thank you,

Kat

Re: Weekly Chat with the eBay Community Team - 20.05.26 @2pm

marco@ebay — Wed, 20 May 2026 13:12:45 GMT

@direct.gifts wrote:

Can you clarify the feedback removal policy for me. The policy states if it is left for the wrong seller the feedback can be removed.

This week and earlier this year I have had feedback removal denied. Both times it was obvious the feedback was not for my item, one buyer confirmed they left it for the wrong seller and the other provided a picture of a totally different item saying glass bottles smashed when I sold them a greeting card.

The reason both times for feedback not being removed is because the buyer did not find the item as described. This may well be the case but it is not my item they had an issue with

What proof do you need to provide to get feedback removed when left for the wrong seller?

Hi direct.gifts, thanks for your post.

Yes, if the buyer accidentally leaves feedback and it wasn't meant to be for you, it can be removed.

You wouldn't need to provide much evidence, normally, when you appeal it, we review the entire transaction and then a decision is made based on the review. I'd be happy to send it for review, but if it was already actioned, we won't be able to put it through again.

Thank you,

Marco

Re: Weekly Chat with the eBay Community Team - 20.05.26 @2pm

dave@ebay — Wed, 20 May 2026 13:18:47 GMT

@paulblueandwhite wrote:

Good afternoon,

Regarding postage of bladed items: received an email that this only can only be posted via UPS. This is not an option for me due to my location - Scottish Island. What other options can I use? Want to post this items with an option that is available for my postcode: seems very limited. ( we don't all live in London, sorry)

Any alternative postage would be welcome. Thank you.

Hi @paulblueandwhite

Royal Mail have changed the requirements for age verification. They can be used but you will need to set up a business account with them. You need to create a Royal Mail business account directly with Royal Mail.

Outside of that the only option we can provide is via UPS.

Thanks,

Dave

Re: Weekly Chat with the eBay Community Team - 20.05.26 @2pm

marco@ebay — Wed, 20 May 2026 13:21:28 GMT

@lamppostelectrical wrote:

Ref policy violations. I am having lots of items removed for policy violations (specifically bladed items). Some are approved on appeal as they are clearly not in breach of the policy, others are not approved on appeal despite clearly not being in breach of the policy and others, fair enough I'll change them.

1) Why is the AI system so awful at actually picking up on items that break the policy ?

2) Is the appeal process automated or does a human look at the items ?

3) Why is there no option to escalate a failed appeal that is clearly wrong ?

4) Why am I given the option to edit the listing but the only real option is to end it and relist thus losing all of the sales history ? Why offer me the option to edit the postage policy but don't actually allow me to ?

Hi lamppostelectrical, thanks for your questions.

For the first question, I understand you are not happy with the way it works, and we've seen different comments about this across the boards, so that has been flagged with the relevant team.

For your second question, it depends. At times will be reviewed manually by an agent, and some other times it will be an automated system.

For your third question, appeals for most things in general cannot be put through more than once, this is why you cannot appeal multiple times.

For your last question, if you are business seller you should have the option to revise. However, if the item is violation, you'd need to change the listing in full basically to avoid the item being in violation again, that's why in some case you'd see that.

Thank you,

Marco

Re: Weekly Chat with the eBay Community Team - 20.05.26 @2pm

direct.gifts — Wed, 20 May 2026 13:22:19 GMT

It is not text formatting in the browser. It only ever happens when responding to a case. I have seen other sellers also say the same thing in the past.

It is just not spaces that are removed but random letters as well. An example is attached, this was typed correctly but letters and spaces removed. My typing is not that bad! So when I am responding to a customer I have to keep on going back and adding spaces and letters in.

Re: Weekly Chat with the eBay Community Team - 20.05.26 @2pm

sleepybuyzzz — Wed, 20 May 2026 13:25:52 GMT

Good Afternoon

When creating a listing in the clothing category the option to create your own size is no longer available.

Why has this option been removed & how do you create a listing if the sizes eBay are allowing you to choose from are not applicable to what you are selling?

Re: Weekly Chat with the eBay Community Team - 20.05.26 @2pm

direct.gifts — Wed, 20 May 2026 13:27:34 GMT

It has already been actioned so I can accept it may not be removed. The most recent example is item ID 318141177604 where the buyer left a photograph of a totally different product.

The other example from earlier in the year was Item ID 315685141870 where the buyer confirmed they left feedback for the wrong item but didn't respond to a feedback revision request I sent.

I just wanted to confirm the policy was correct and I wasn't trying to do something wrong.

Re: Weekly Chat with the eBay Community Team - 20.05.26 @2pm

lamppostelectrical — Wed, 20 May 2026 13:29:51 GMT

For the first question, I understand you are not happy with the way it works, and we've seen different comments about this across the boards, so that has been flagged with the relevant team.
- Appreciate that but we all know this really means that nothing will change....

For your second question, it depends. At times will be reviewed manually by an agent, and some other times it will be an automated system.
- Why not make all appeals go to an agent ? If the system reviews it, what would change ? Clearly the system isn't clever enough in the first place so what would have changed after the first erroneous flag !

For your third question, appeals for most things in general cannot be put through more than once, this is why you cannot appeal multiple times.
- Surely if the system is wrong, a human needs to intervene at some point ? There must be a better way for a multi billion dollar company to do this !

For your last question, if you are business seller you should have the option to revise. However, if the item is violation, you'd need to change the listing in full basically to avoid the item being in violation again, that's why in some case you'd see that.
- I see an option to revise but it doesn't allow me to revise the item. I want to change the business policy to an age-verified one as instructed to make the item "correct" (even if it isn't a bladed item). Also it's not in "some cases", it's in all cases.

The whole system is an absolute farce

Re: Weekly Chat with the eBay Community Team - 20.05.26 @2pm

kat@ebay — Wed, 20 May 2026 13:29:55 GMT

@direct.gifts wrote:

It is not text formatting in the browser. It only ever happens when responding to a case. I have seen other sellers also say the same thing in the past.

It is just not spaces that are removed but random letters as well. An example is attached, this was typed correctly but letters and spaces removed. My typing is not that bad! So when I am responding to a customer I have to keep on going back and adding spaces and letters in.

Hi @direct.gifts ,

Thanks for the screenshot details. I understand what you mean. There was a similar issue with messages previously that was resolved so this may be connected. I'll get it reported with your example. Can you share what browser you use when accessing eBay as we need this detail for tech.

Thank you,

Kat

Re: Weekly Chat with the eBay Community Team - 20.05.26 @2pm

direct.gifts — Wed, 20 May 2026 13:31:11 GMT

It is Microsoft Edge latest version ( Version 148.0.3967.70)

Re: Weekly Chat with the eBay Community Team - 20.05.26 @2pm

kat@ebay — Wed, 20 May 2026 13:32:28 GMT

@direct.gifts wrote:

It is Microsoft Edge latest version ( Version 148.0.3967.70)

Thanks @direct.gifts . I'll get it reported and let you know once I have an update.

Thank you,

Kat

Re: Weekly Chat with the eBay Community Team - 20.05.26 @2pm

1956glyn — Wed, 20 May 2026 13:33:56 GMT

I messaged you 2 weeks ago relating to an issue.....may i please have the courtesy of a reply. Thank you.

Re: Weekly Chat with the eBay Community Team - 20.05.26 @2pm

kat@ebay — Wed, 20 May 2026 13:43:25 GMT

@1956glyn wrote:

I messaged you 2 weeks ago relating to an issue.....may i please have the courtesy of a reply. Thank you.

Hi @1956glyn ,

Direct messages to the community team are to provide follow ups/extra details for tech issues or issues related to eBay accounts. We don't deal with personal issues between users. If there is a report that needs to be done for this kind of case please contact the moderators.

Thank you,

Kat

Re: Weekly Chat with the eBay Community Team - 20.05.26 @2pm

dave@ebay — Wed, 20 May 2026 13:48:55 GMT

@sleepybuyzzz wrote:

Good Afternoon

When creating a listing in the clothing category the option to create your own size is no longer available.

Why has this option been removed & how do you create a listing if the sizes eBay are allowing you to choose from are not applicable to what you are selling?

Hi @sleepybuyzzz

You should have the option to create a custom specific in the show more option at the end of the specifics

That should allow you to create a size that better suits the item you're selling.

Thanks,

Dave

Re: Weekly Chat with the eBay Community Team - 20.05.26 @2pm

sleepybuyzzz — Wed, 20 May 2026 13:55:52 GMT

I no longer have that option, only a list of eBay prefilled boxes.