Weekly Chat with the eBay Community Team- 03.07.24 @2pm

[community-team@ebay]

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 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

[elsie-louises-emporium]

Hello Anita

I think my issue is that sellers can be seen as late dispatching as it is not scanned and uploaded to eBay when taken to the Post Office. 

I post 6 days  a week and if the delivery service is not as expected I would be seen as late in dispatching instead of the issue being due to a third party.

Kind regards

Elsie

[anita@ebay]

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@kempseykate wrote:

Good afternoon.

I noticed today that the 'send an offer' box has changed.
This is what it used to be - nice, stand out offer price in green, and it showed the postage charge.

This is the new version. 
Now the offer price isn't so clear as it's not in a stand out colour, and more importantly, it doesn't show the postage cost. So I had to come out of it to go back to the list to see which items were 'free ' post and how much postage I had charged for the other items.

I did do the 'Tell us what you think thing', but why do ebay always 'improve' something by making it far less user friendly than it was before. I honestly can't see any plus points in this new version over the old one, and 2 major faults.

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Hi @kempseykate , thanks for sharing your feedback.

I will certainly pass that on to the relevant team so they can take it into the consideration for the future updates. Please note, that not all suggestions can be implemented, but comments like these can help us to understand what updates members find useful and which can be improved.

Thank you,

Anita

[marco@ebay]

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@rmar52003 wrote:

An item I bought last April has developed an irreparable fault and I want the seller to take it back and send me a replacement but they're just ignoring my messages. (eBay's customerhelp says to go through the routine on the website but I can't find a suitable path through the process.)

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Hi rmar52003, thanks for your question.

At this stage, I'm afraid we wouldn't be able to take further actions since the item is outside the eBay Money Back Guarantee, which is the protection we offer for both buyers and sellers. In your case, you have 30 days to open up a case, so the seller or eBay can help you. Since the item was received in April, like you're saying above, this item wouldn't be covered by our Money Back Guarantee. If the seller is not getting back to you, you can report the seller if you wish, and we will review the report. However, we still wouldn't be able to action that case for you due to the transaction being outside the coverage period.

Thank you,

Marco

[a45heaven]

any progres with the new refund system which you were forwarding back in April?

I ask as the 1 hour auction payment due, will require many refunds and as you agreed is not correct yet.

Review refund

Total refund to buyer

£3.00

Refund summary

Refund summaryTransaction details Transaction amount

Purchase price	£1.75
Postage	£1.25
Fee creditsShow details	-£0.37

Refund amount you owe

£2.63

[anita@ebay]

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@elsie-louises-emporium wrote:

Hello

Please can you tell me when the drafts on the app will be fixed ?  When you click on an item it says unknown error.

Many thanks

Elsie

---

Hi @elsie-louises-emporium , thanks for your question.

I actually had a call with the tech team today and brought that up. They have found the fix and it is going live soon (hopefully by the end of the week or early next week should be fully fixed).

Thank you,

Anita

[marco@ebay]

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@tressygirl wrote:

Hi team,

Please remind the little grey cells here, as cannot remember,  sellers cancelling an item for ' out of stock reasons'.

I understand the seller pays no seller fee,  except for the 30p,  but do they also Not receive any defect on their account?

eBay have always stressed sellers have to have their items in stock to be able to list them for sale, then this doesn't seem like any great ' punishment'.

---

Hi tressygirl, thanks for your post. 

Yes, if you cancel under the reason out stock, you will receive a defect. Getting too many of them, could affect your selling performance, which could negatively impact your selling account.

Thank you,

Marco

[rmar52003]

OK - thanks.

rmar52003

[elsie-louises-emporium]

Thank you, I was suprised how much I missed being able to use this function.

[anita@ebay]

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@elsie-louises-emporium wrote:

Hello

It linked me to a page that I am an administrator for and not my Instagram business page.  I tried to add the Instagram information to the facebook page but could not see where it goes?

Kind regards

Elsie

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@elsie-louises-emporium thanks for your reply.

When you click on 'Link', what do you see, can you share a screenshot? Are you able to enter the Instagram account information (User ID) of the account that you want to link?

Thanks,

Anita

[tressygirl]

Oh excellent, for some reason I thought there was no defect.

So I can inform members who cancel for item out of stock reason, that  they pay 30p. but gain a defect.

Good to have this confirmed, thank you.

[bobsbrickstuff]

Hi there, has this issue with editing listing Variations been acknowledged? Deleted variations return if you go to add more, even when the listing had been saved after deleting the variations.

https://community.ebay.co.uk/t5/Technical-Issues/Bug-when-deleting-listing-variations-not-fully-dele...

Also regarding Variations, there are a few missing features that would help, the two I can think of at the moment are:

Please can we get the ability to edit the variation names? Otherwise we have to delete them and lose any watchers.

On the Manage variations page accessed from the Listings page, it is locked into sorting by Available quantity. Being able to sort by Variation, Custom Label, Current Price, Sold and Watchers would make stock management and performance tracking much easier. Could this be added?

[marco@ebay]

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@pg_kicks wrote:

Hi Marco,

Thank you for the reply, is that your definition or eBays as I would like eBays and I'm not sure if you have gave me that as you start by saying your research, sorry but I'm just trying to get eBays definition of a business.

thanks

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Thanks for your reply, pg_kicks. 

The definition of what being a business is, is a general definition. So, it would mean the same to everyone.

Thank you,

Marco

[bobsbrickstuff]

I get a lot of messages from international customers asking why the tracking isn’t working, and I have to tell them that tracking is just delivery notification.

Customer Support’s advice is to send by a fully tracked method, but this adds another £5 to the customer’s order and many would rather not pay that on a cheaper item.

Could it be made more clear at checkout to the buyer that standard post isn’t fully tracked?

[marco@ebay]

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@fatbobfan wrote:

Dave

Weekly chat 13th March - Post 1 - Still waiting, no comms, no credits, please resolve

Thanks  

FBF

---

Hi fatbobfan, thanks for your message.

Dave is not around at the moment, but I will take a look after the chat to see what's happening there, and follow that up for you.

Thank you,

Marco

[pg_kicks]

Thats what I thought but again I'd liek to know what eBay defines it as, I have been getting conflicting answers from eBay so I'm hoping as employees (I believe) of eBay you can once and for all give me what eBays definition of what is a business, sorry if that seems like Im repeating but you have answeer answered it directly.

Thanks

[elsie-louises-emporium]

Hello Anita

When you request to link it does not give an option of pages as it does with Facebook.  You click link and then it says we have linked you to this page.  

The page I link to is part of an organisation that I volunteer for so I am sorry I can't share a screen shot.

Kind regards

Elsie

[marco@ebay]

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@a45heaven wrote:

marco@ebay

We wouldn't have a number exactly of the percentage of unpaid item cases, sorry. What eBay is trying to achieve with this is to reduce the number of unpaid item cases. 

If you dont have a number- then how will you measure your success? 

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Thanks for your question, a45heaven.

As a company, we do have these numbers. However, ourselves as a team, we wouldn't handle those, so I wouldn't be able to confirm what exactly these numbers are.

Thank you,

Marco

[darth_baggins]

Not a question but some feedback about the new best offer feature where you have to provide payment details.

I made an offer on my buying account last week. I got no emails from eBay saying I'd made an offer. I got no notification that the seller had accepted my offer and that payment was taken. In fact the only email I got from eBay was to confirm that I'd added pre-payment details to my account.

I don't check my buying account that often, I rely on the emails from eBay to let me know what's happening. The first I knew that the seller had accepted my offer was a notification on my account that it had been posted, several days after I made the offer, I'd presumed the seller was just ignoring me.

So no emails, no notifications, nothing from eBay to let me know the seller had accepted my offer. This is a pretty poor experience all round.

[marco@ebay]

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@a45heaven wrote:

any progres with the new refund system which you were forwarding back in April?

I ask as the 1 hour auction payment due, will require many refunds and as you agreed is not correct yet.

Review refund

Total refund to buyer

£3.00

Refund summary

Refund summaryTransaction details Transaction amount

Purchase price	£1.75
Postage	£1.25
Fee creditsShow details	-£0.37

Refund amount you owe

£2.63

---

Hi a45heaven, thanks for your question.

At the moment, we haven't had any updates on this. We will let you know once we get to know more about this.

Thank you,

Marco

[anita@ebay]

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@ak_craft_crazy wrote:

Hi,

Please can I ask for some advise/assistance with some negative feedback. We sold some personalised ribbon where the customer is supposed to leave the details they would like (colour, wording ETC)

On this particular order we received not details along with the order, so we reached out to the buyer to ask for these details.  They did not respond to our message until 5 days later when they asked where the ribbon was. We kindly explained that no details had come through with the order and that we had sent a message 5 days earlier asking for the details but had not yet received a response. The buyer was adamant they left the details and it was our fault as they needed the ribbon that day. We again kindly explained that no details had come through and sent a screenshot of the order to prove this and also a screenshot of the message we sent asking for the details. However the buyer was not agreeing and saying it was our fault even though we explained we had done everything possible to obtain the details. They then left negative feedback with this “😶” as the feedback.

We requested a feedback removal using the reason beyond our control as it was the buyers fault for not passing us the details. However your bots within minutes just declined this and said it was not going to be removed. I spoke to customer services who just said that I need to request it to be removed and did not listen to me when I was saying I had done this.

Now this feedback is extremely unfair as there is nothing else I could have done to try and get the personalisation details form the buyer as they failed to put it along with their order but yet I am being punished as a seller when it is completely out of my control.

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Hi @ak_craft_crazy , thanks for your post.

I see where you are coming from and understand why you may feel upset about this particular feedback.

I'm afraid we do not deal with the feedback appeals here in the Community, so the best would be to try and contact another agent to get it reviewed once again. 

Normally, you would need to reach out to the Feedback appeal team via the Seller help, however since it's already been denied, you may try the support here and see if they can escalate it for a further review.

Thank you,

Anita