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

[a45heaven]

So does that mean we should refrain from refunding until ebay resolve their design problem?

The figures do not reflect a true proportion of the item purchase price against postage.

[elsie-louises-emporium]

Hello Anita

It's elsielouisesemporium on Instagram.

Kind regards

Elsie

[ak_craft_crazy]

Thank you for your response, i will try again but in past experiance the customer service team just keep telling me to request to remove it and once i say ive done that they just give the usual "it is based on a customers opinion of how the transaction went" transcript.

Surely eBay must look into a better way then letting automatic bots deal with feedback removal requests? as this is sellers accounts which can be at risk

[anita@ebay]

---

@elsie-louises-emporium wrote:

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

---

@@elsie-louises-emporium, thanks for clarifying.

This is something that will need to be looked into more in detail.

Could you create a new thread and tag me, so I can help you from there? Would you also be able to share a video showing your experience? That would really help.

Thank you,

Anita

[sweetcharity.2013]

Going forward, is ebay now pretty much only concerned with the quality of an item?

Feedback has changed and only asks for 'How was your experience'  (related to seller??) & 'How would you rate this item' plus 'Tell us more about this item' with ever other rating being optional.

I just can't see it's going to help buyers much with finding the better sellers if the feedback relate to items.

[marco@ebay]

---

@bobsbrickstuff wrote:

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?

---

Hi bobsbrickstuff, thanks for your post.

Yes, this is an ongoing issue from our end. I've just reported that your account is being impacted, so that can be resolved for you. We don't really have an estimated fix time at the moment, but the aim is to get this resolved as soon as possible.

Thanks very much for your suggestions, I will make sure to pass this on.

Thank you,

Marco

[elsie-louises-emporium]

anita@ebay 

Hello Anita

I have just unlinked the facebook so I could redo and copy the screen.  Below is what happens for facebook.

This is not replicated for Instagram, the incorrect page is linked.  

Kind regards

Elsie

[marco@ebay]

---

@a45heaven wrote:

So does that mean we should refrain from refunding until ebay resolve their design problem?

The figures do not reflect a true proportion of the item purchase price against postage.

---

Thanks for your reply, a45heaven. 

It means that you can continue to issue refunds the way you're doing it right now.

Thank you,

Marco

[anita@ebay]

---

@bobsbrickstuff wrote:

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?

---

Hi @bobsbrickstuff , thanks for your post.

I can pass your feedback on to the relevant team to take into consideration for the future updates. Please note, that not all suggestions can be implemented, as that may depend on different criteria.

Thank you,

Anita

[dwtrading2015]

I opened a second account to sell one-off private items, dwprivate. At first it was suspended and then permanently with no explanation. I talked to CS who advised it would be looked at. The account was unsuspended, revised the single listing. A few hours later, account is back on permanent suspension. No option to speak to someone this time, only the automated bot repeating the same message as given with the suspension. No reason, nothing to indicate what is wrong, how to fix. Nothing.

What is so wrong that me having a second account, like so many do, is such a massive security risk the accounts are immediately and permanently suspended?  I use a different email, my private bank account.  What is the issue?  How can it be re-instated only to then be cancelled again within hours?

[cobwebcottage]

Hello All,

During and after a promo weekend for private sellers, there is an abundance of 'coming soon' listings with no photo's. Most of the sellers who abuse this, wanting to list items in the future for low selling fees, are not genuine private sellers.

It is quite easy to find a lot of these listings and from experience, reporting them is a waste of time. Why can't Ebay remove these from the site? Surely, it would not be that difficult.

[marco@ebay]

---

@sweetcharity.2013 wrote:

Going forward, is ebay now pretty much only concerned with the quality of an item?

Feedback has changed and only asks for 'How was your experience'  (related to seller??) & 'How would you rate this item' plus 'Tell us more about this item' with ever other rating being optional.

I just can't see it's going to help buyers much with finding the better sellers if the feedback relate to items.

---

Hi sweetcharity.2013, thanks for your question.

Sellers and seller's feedback are still important to us, I understand that the introduction of the item rating is something you're not happy with, so I will be happy to pass your feedback. However, please note that this doesn't necessarily mean that it will be changed.

Thank you,

Marco

[anita@ebay]

---

@darth_baggins wrote:

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.

---

Hi @darth_baggins , thanks for your post.

The email notifications would depend on the Communication Preferences set up in your account.

I would recommend checking if you have ticked all the email notifications you wish to receive here .

If you have selected all, and still are not receiving emails, can you please create a thread on our Tech board and tag me, and will report this for you for a review.

Thank you,

Anita

[contessa35]

Hello,

A quick bit of feedback, in case it's of any use. I notice that recently there's been a slight change in the format of the results that are returned after an item search. In the summary of results (I use the desktop format, with the search results shown as a linear list rather than the 2x2 gallery format, and I have all options ticked in the customisation for this, to show every piece of available information) the seller name is no longer shown, just their positive percentage and feedback score. Obviously when I go into the listing for the item I then see the seller name, but it was really useful to have it shown in the preliminary list of items found too, and saved having to inspect each one to see if it's a seller I've used before. It'd be great if the seller name display could be reinstated. I have sent feedback via the button but thought I'd give it a mention here too.

Thanks very much!

[bobsbrickstuff]

Thanks, would definitely be worth implementing as it'll be better for both buyers and sellers!

[pg_kicks]

As the chat is going to be locked for anymore messages and my last one seems to have been ignored/missed and previosuly not answered correctly, I will ask again.

Can I please have eBays official definition of what a business is, not personal opinion or the widely thought of definition (which we all know) but eBays official definition.

Thank you.

[rmar52003]

Further to your earlier reply to my second query, the item in question was
advertised as having a 10 year guarantee, it's therefore the seller's
responsibility to replace it if it can't be repaired.

What's the quickest way of reporting him/her to eBay? I can't see how to do
that through the 'correct' channels.

Thanks again.

rmar52003

[marco@ebay]

---

@dwtrading2015 wrote:

I opened a second account to sell one-off private items, dwprivate. At first it was suspended and then permanently with no explanation. I talked to CS who advised it would be looked at. The account was unsuspended, revised the single listing. A few hours later, account is back on permanent suspension. No option to speak to someone this time, only the automated bot repeating the same message as given with the suspension. No reason, nothing to indicate what is wrong, how to fix. Nothing.

What is so wrong that me having a second account, like so many do, is such a massive security risk the accounts are immediately and permanently suspended?  I use a different email, my private bank account.  What is the issue?  How can it be re-instated only to then be cancelled again within hours?

---

Hi dwtrading2015, thanks for your question.

Due to the nature of this query, we are unable to support with suspended accounts over this channel. For further information, we recommend contacting our customer service team, and speak to the relevant team for further support.

Thank you,

Marco

[marco@ebay]

---

@cobwebcottage wrote:

Hello All,

During and after a promo weekend for private sellers, there is an abundance of 'coming soon' listings with no photo's. Most of the sellers who abuse this, wanting to list items in the future for low selling fees, are not genuine private sellers.

It is quite easy to find a lot of these listings and from experience, reporting them is a waste of time. Why can't Ebay remove these from the site? Surely, it would not be that difficult.

---

Hi cobwebcottage, thanks very much for your question.

It'd be hard for me to comment on this one without looking at the listings in question, but anything that you believe that is in violations of our policies, please continue to report them, and all reports will be reviewed and actioned accordingly.

Thank you,

Marco

[anita@ebay]

---

@elsie-louises-emporium wrote:

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

---

@@elsie-louises-emporium, thanks for clarifying.

Your buyer may still say in the feedback they received the item on time, and we'll take that into consideration then. If you have a specific example of an order where you have actually received a defect, I  would be happy to take a closer look at it, just please create a new thread and tag me so we can review this more in detail.

Thank you,

Anita