Weekly Chat with the eBay Community Team- 03.12.25 @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.

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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.
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Many thanks,

Your eBay Community Team

[cobwebcottage]

Hi All,

I don't know if you saw the thread this week where a seller is having issues with listings which have been flagged for policy violations?

There seems to be problems trying to resolve/update or end listings.

I have a few of these with similar problems.

One listing was flagged as having small parts which may be dangerous to children. The message said that I could update the listing with a warning notice to this affect.

There is no option to update the listing. I have tried to end the listing but it just says 'end listing failed'. The only option that works is to start an appeal although I don't want to do this, I just want to update the listing so it can be active again.

[mygaras]

Simple Delivery Tracking

Hi Team. I hope that you are all well.

I've had an issue with a SD label and tracking, which previously would've been an easy fix, but now seemingly can no longer be resolved, can you help at all?

I sold an item and by the time I'd packed it up with sufficient protection, the box had gone over the Royal Mail Small Parcel maximum dimensions. Therefore, I followed the same procedure I've used previously, which is to download the label and use the details from that to buy the correct postage on Royal Mail's Click and Drop website. I then requested a refund for the unused label (I offer free postage) and would usually go back to the Order page to edit the tracking with the new tracking number, but this is no longer an option. Usually the refund comes through in a matter of hours, and the tracking updates immediately.

Unfortunately, this time, I've still not received my refund and it seems that it's no longer possible to edit SD tracking. I've spoken to three CS advisors, one of whom sent a link for me to add the new tracking number to the order, but this didn't remove the unused tracking details. They told me that it would be removed automatically, but it wasn't. Another CS advisor told me that it wasn't possible to edit the tracking details at all, but then sent me a link to remove the unused tracking number anyway. Unfortunately, there was no 'remove' button and I had to send a screenshot to prove that I was right. They then said it was an issue for the IT team.

I'm now in a situation where the order details state that the item has been sent in multiple shipments, one has been delivered, and one hasn't yet been posted (obviously, because I didn't use that label). In these circumstances, there's nothing to stop an unscrupulous buyer from claiming that part of their order hasn't arrived and then raising a claim for a refund.

In summary:
When will I receive my refund for the unused label?
Can you please try and get someone to remove the unused tracking number  from the order?
And why can we no longer amend tracking details when we've had to purchase alternative postage?

Apologies for a slightly rambling post, but it's been one of those instances where CS have sent me round in circles and I find myself no longer able to do something which I was able to do just a short while ago.

Thanks 😊

ps. The order number is: 22-13888-25098

[kat@ebay]

---

@cobwebcottage wrote:

Hi All,

I don't know if you saw the thread this week where a seller is having issues with listings which have been flagged for policy violations?

There seems to be problems trying to resolve/update or end listings.

I have a few of these with similar problems.

One listing was flagged as having small parts which may be dangerous to children. The message said that I could update the listing with a warning notice to this affect.

There is no option to update the listing. I have tried to end the listing but it just says 'end listing failed'. The only option that works is to start an appeal although I don't want to do this, I just want to update the listing so it can be active again.

---

Hi @cobwebcottage ,

With the listing you have mentioned it may have been removed due to being flagged for being dangerous to children. For those ones amending would not be possible as the listing needs to be removed from site.  Did you encounter this when trying to relist the item?

Thank you,

Kat

[cobwebcottage]

This is what the message says:

'It appears you're listing a nesting doll. To continue listing, you must include the following warning message in your description: "Nesting dolls may contain small parts which pose a choking hazard. Keep out of reach of small children."

I don't have the option to revise the listing so I have tried to end it but it always says 'failed'.

[dave@ebay]

---

@mygaras wrote:

Simple Delivery Tracking

Hi Team. I hope that you are all well.

I've had an issue with a SD label and tracking, which previously would've been an easy fix, but now seemingly can no longer be resolved, can you help at all?

I sold an item and by the time I'd packed it up with sufficient protection, the box had gone over the Royal Mail Small Parcel maximum dimensions. Therefore, I followed the same procedure I've used previously, which is to download the label and use the details from that to buy the correct postage on Royal Mail's Click and Drop website. I then requested a refund for the unused label (I offer free postage) and would usually go back to the Order page to edit the tracking with the new tracking number, but this is no longer an option. Usually the refund comes through in a matter of hours, and the tracking updates immediately.

Unfortunately, this time, I've still not received my refund and it seems that it's no longer possible to edit SD tracking. I've spoken to three CS advisors, one of whom sent a link for me to add the new tracking number to the order, but this didn't remove the unused tracking details. They told me that it would be removed automatically, but it wasn't. Another CS advisor told me that it wasn't possible to edit the tracking details at all, but then sent me a link to remove the unused tracking number anyway. Unfortunately, there was no 'remove' button and I had to send a screenshot to prove that I was right. They then said it was an issue for the IT team.

I'm now in a situation where the order details state that the item has been sent in multiple shipments, one has been delivered, and one hasn't yet been posted (obviously, because I didn't use that label). In these circumstances, there's nothing to stop an unscrupulous buyer from claiming that part of their order hasn't arrived and then raising a claim for a refund.

In summary:
When will I receive my refund for the unused label?
Can you please try and get someone to remove the unused tracking number  from the order?
And why can we no longer amend tracking details when we've had to purchase alternative postage?

Apologies for a slightly rambling post, but it's been one of those instances where CS have sent me round in circles and I find myself no longer able to do something which I was able to do just a short while ago.

Thanks 😊

ps. The order number is: 22-13888-25098

---

Hi @mygaras 

It can take up to 30 days to receive a refund for the unused labels.

Unfortunately, there is no way for us to remove the unused tracking number, this was a relatively recent change that was brought in by the policy team. 

You can send the revised tracking number to the buyer via a private message. If there is an INR opened, you will also have the option to add the new tracking number in the case. 

Thanks,

Dave

[kecar8761]

hi

i received and accepted an offer, but the buyer's payment detials didnt go through so my item is stuck in Pending. how long do ebay leave it there? i cant edit my listing so it's really frustrating. if they dont pay in a certain time do they get removed? can i unaccept their offer so aloow me to remove the item from Pending?  

[kat@ebay]

---

@cobwebcottage wrote:

This is what the message says:

'It appears you're listing a nesting doll. To continue listing, you must include the following warning message in your description: "Nesting dolls may contain small parts which pose a choking hazard. Keep out of reach of small children."

I don't have the option to revise the listing so I have tried to end it but it always says 'failed'.

---

Hi @cobwebcottage ,

This is likely happening because eBay ended the item due to product safety and the system won't allow it to be relisted.  However it should advise to list it from new if that is the case. I will log it with tech to get it reviewed but in the meantime I would suggest to create a new listing for it with the required amendment. I have the listing details so will log that with the report.

Thank you,

Kat

[cobwebcottage]

Thank you.

Can it be removed from my account too as it is showing as a policy violation?

[marco@ebay]

---

@kecar8761 wrote:

hi

i received and accepted an offer, but the buyer's payment detials didnt go through so my item is stuck in Pending. how long do ebay leave it there? i cant edit my listing so it's really frustrating. if they dont pay in a certain time do they get removed? can i unaccept their offer so aloow me to remove the item from Pending?  

---

Hi kecar8761, thanks for your post.

Was it definitely an offer? If the offer was accepted, but it hasn't been paid for, the item should still be up for sale, as in buyers can still see it and buy it they wish. Now, if this was a buyer that won an auction but didn't pay, you can cancel under non payment after 4 days and relist the item or offer the item to the second highest bidder after cancelling under the reason unpaid.

Thank you,

Marco

[absynth121280]

I got the email below from you:

Hello absynth121280,

We take product safety very seriously. We’re reaching out to you because an item you purchased may have been recalled or pose a safety hazard. If the item is subject to recall, we recommend that you stop using it immediately. If you have questions about the item(s), please reach out to the seller or the manufacturer. Item details are listed below. 

You listed New Life Medical Services. Due to reports, warnings, alerts, complaints, or concerns by the FDA, this item is not allowed to be listed. We appreciate that you chose to utilize our site, but we must ask that you please not relist in this case.https://www.fda.gov/inspections-compliance-enforcement-and-criminal-investigations/warning-letters/n...

Purchase history and try to reach a resolution.  

Item details: 353994096767 - Regaine for Men Hair L...

Thanks,

eBay

Please don't reply to this message. It was sent from an address that doesn't accept incoming email.

So, the message is confusing because it asks me not to list a product again for which I was actually the buyer. When I clicked on the link, it seems this company had been making a product with a similar name to Regaine called Regain and so I was wondering whether this message was sent in error? Thanks for your help.

[kat@ebay]

---

@cobwebcottage wrote:

Thank you.

Can it be removed from my account too as it is showing as a policy violation?

---

Hi @cobwebcottage ,

I'll request it as part of the report with tech. I'll let you know of any updates.

Thank you,

Kat

[kecar8761]

hi Marco

it is still up for sale but I cant edit it eg lower price, add proof of purchase imageso making it less appealing to others. how long will do ebay wait for them to sort payment out?

[marco@ebay]

---

@absynth121280 wrote:

I got the email below from you:

Hello absynth121280,

We take product safety very seriously. We’re reaching out to you because an item you purchased may have been recalled or pose a safety hazard. If the item is subject to recall, we recommend that you stop using it immediately. If you have questions about the item(s), please reach out to the seller or the manufacturer. Item details are listed below. 

You listed New Life Medical Services. Due to reports, warnings, alerts, complaints, or concerns by the FDA, this item is not allowed to be listed. We appreciate that you chose to utilize our site, but we must ask that you please not relist in this case.https://www.fda.gov/inspections-compliance-enforcement-and-criminal-investigations/warning-letters/n...

Purchase history and try to reach a resolution.  

Item details: 353994096767 - Regaine for Men Hair L...

Thanks,

eBay

Please don't reply to this message. It was sent from an address that doesn't accept incoming email.

So, the message is confusing because it asks me not to list a product again for which I was actually the buyer. When I clicked on the link, it seems this company had been making a product with a similar name to Regaine called Regain and so I was wondering whether this message was sent in error? Thanks for your help.

---

Hi absynth121280, thanks for your post.

It looks like you got the email for the seller, not the buyer. I will get this reported for you no problem, thanks for flagging it with us. 

Thank you,

Marco

[mygaras]

---

dave@ebay wrote:

---

---

Hi @mygaras 

It can take up to 30 days to receive a refund for the unused labels.

Unfortunately, there is no way for us to remove the unused tracking number, this was a relatively recent change that was brought in by the policy team. 

You can send the revised tracking number to the buyer via a private message. If there is an INR opened, you will also have the option to add the new tracking number in the case. 

Thanks,

Dave

---

Hi dave@ebay 

Many thanks for your reply, I appreciate you taking the time to explain the situation. I think I can guess why the changes were made, but I'm disappointed that it was necessary to do so. Just as simple Delivery was starting to settle down, it all feels rather messy again. 

I have messaged the buyer the revised tracking details, but it really doesn't stop anyone making a fraudulent claim, especially as eBay is informing the buyer that their order will arrive in multiple deliveries:

Even if, in the event of a claim, I uploaded the new tracking details again, this doesn't prove that I sent all items in one delivery. Also, if I cancel an unused postage label in Click and Drop, Royal Mail usually refund within 5 days. Regardless of eBay's contract with RM, it seems exceedingly unfair that private sellers have to wait up to 30 days for a refund, especially when it used to be processed in a matter of hours.

Would you be able to pass these to bits of feedback on to the relevant team?

Thanks once again 😊

[technthread]

I have used a courier called Relay for a couple of recent orders. Their tracking isn’t syncing through to eBay. These parcels were posted Saturday & Sunday, one is now delivered and the other is in transit.

The item numbers are:

317601848967

317510164228

Could you confirm if the tracking will show here at some point? It is a courier I will be using more on eBay unless it won’t track. The tracking is uploaded correctly, clicking on it to go to the offsite link is working so it should be recognised by eBay as valid. Thanks 

[dave@ebay]

---

@mygaras wrote:

---

dave@ebay wrote:

---

---

Hi @mygaras 

It can take up to 30 days to receive a refund for the unused labels.

Unfortunately, there is no way for us to remove the unused tracking number, this was a relatively recent change that was brought in by the policy team. 

You can send the revised tracking number to the buyer via a private message. If there is an INR opened, you will also have the option to add the new tracking number in the case. 

Thanks,

Dave

---

Hi dave@ebay 

Many thanks for your reply, I appreciate you taking the time to explain the situation. I think I can guess why the changes were made, but I'm disappointed that it was necessary to do so. Just as simple Delivery was starting to settle down, it all feels rather messy again. 

I have messaged the buyer the revised tracking details, but it really doesn't stop anyone making a fraudulent claim, especially as eBay is informing the buyer that their order will arrive in multiple deliveries:

Even if, in the event of a claim, I uploaded the new tracking details again, this doesn't prove that I sent all items in one delivery. Also, if I cancel an unused postage label in Click and Drop, Royal Mail usually refund within 5 days. Regardless of eBay's contract with RM, it seems exceedingly unfair that private sellers have to wait up to 30 days for a refund, especially when it used to be processed in a matter of hours.

Would you be able to pass these to bits of feedback on to the relevant team?

Thanks once again 😊

---

Hi @mygaras,

I totally understand, Ill forward the post over to the shipping team. 

Thanks,

Dave

[marco@ebay]

---

@kecar8761 wrote:

hi Marco

it is still up for sale but I cant edit it eg lower price, add proof of purchase imageso making it less appealing to others. how long will do ebay wait for them to sort payment out?

---

Thanks for your reply, kecar8761.

Yes, so because there is an accepted offer, you won't be able update/change the price, etc. Once the offer expires, which should be within 72 hours since the moment it was accepted, you should be able to update the listing again.

Thank you,

Marco

[kat@ebay]

---

@technthread wrote:

I have used a courier called Relay for a couple of recent orders. Their tracking isn’t syncing through to eBay. These parcels were posted Saturday & Sunday, one is now delivered and the other is in transit.

The item numbers are:

317601848967

317510164228

Could you confirm if the tracking will show here at some point? It is a courier I will be using more on eBay unless it won’t track. The tracking is uploaded correctly, clicking on it to go to the offsite link is working so it should be recognised by eBay as valid. Thanks 

---

Hi @technthread ,

I'll get it checked with our shipping team and come back and update you.

Thank you,

Kat

[kat@ebay]

Hi @technthread ,

They have confirmed it is integrated with our system so they will flag it with the relevant team to have it checked that the data is not transferring over. If you get more examples send them on to me and I will share them with the team.

Thank you,

Kat