Weekly Chat with the eBay Community Team- 05.06.24 @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

[sweetcharity.2013]

Second question relating in part to unwanted offers received.... This week I received notification of an item ending, it was also not on my current Watch List. Is this a glitch or another 'improvement'?

[marco@ebay]

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@cobwebcottage wrote:

Hello Marco,

Could you please take a look at the whole account that @kempseykate has highlighted as it is not just one listing but all 120 that breach policy with £200 postage and 3 listings which are just screenshots of contact details.

I have also reported this seller in the past and had the same AI response. 

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Thanks very much for letting me know, cobwebcottage. Will do. 👍

Marco

[anita@ebay]

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@technthread wrote:

I expected someone to ask this but as they haven't I'll be the one. In a recent user agreement update there was an inserted section about simple delivery. ie eBay could add certain delivery options to listings. 

Has any part of this come in yet on any listings or is it still in the works? If there is any update it would be appreciated as there has been a bit of confusion over it. 

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Hi @technthread, thanks for your post.

Simple Delivery isn't live yet, therefore there isn't much information about it yet. We currently don't have an exact live date, however once it goes live, we'll make sure all sellers are updated.

Thanks,

Anita

[marco@ebay]

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@lincolnshiremarine wrote:

Hi Marco

We did a request for feedback removal and 10 minutes later said it would not be removed.  However,   we phoned CS after this, as at a loss why this was not removed, the CS agent agreed that we had done everything we were suppose to and saw the message to the buyer, asking them to raise a INR case, and we have copies of the ebay transcript advising us how to deal with this.

When we did this, the customer sent the threats to us.  If this feedback is not against ebay policy then what feedback do ebay class as a removal.  Everything ebay states is not allowed as in threats of negatitve feedback the customer has done.

so let me get this right........ when customers claims the item has not been delivered,  and it clearly shows it has on ebay tracking, the courier tracking and a photo, and they message us to send another one, and if we do not they will leave negatitve feedback,  which they do and ebay refuses to remove it, that is acceptable in ebays eyes? 

If so, then sellers has no protection from ebay at all.

Best wishes 

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Thanks for your reply, lincolnshiremarine.

Oh ok, so if they said they'd look into it for you, then you'd need to wait for them to get back to you on it. Regarding your question, if an item is delivered, but the buyer opens an item not received case stating that the item was not received, you will be protected as long as you can prove that the item was delivered with proof of delivery (A tracking number showing the item as delivered to the correct address). However, the buyer is still entitled to express their buying experience through feedback.

Thank you,

Marco

[anita@ebay]

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@sweetcharity.2013 wrote:

Is the unnecessary offers sent to me as a buyer on items that I may have looked at but not added to my Watch List going to continue? I find them a total waste of time and they do not improve my ebay experience one jot.

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Hi @sweetcharity.2013, thanks for your feedback.

While this might not work for everyone, many users find this feature useful as not everyone puts items in their Watch List, and this can help them reconsider, and make a purchase.

If you do not wish to receive the offers, you can opt out of Marketing communication emails here .

Thanks,

Anita

[marco@ebay]

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@pg_kicks wrote:

Sorry but customer services are as much use as a chocolate fireguard, 75% chance you get somebody outside of the UK who obviously doesnt understand UK law (which is understandable) but then the 25% chance you get UK they still dont have a clue and its just passed up to a manager with a call centre who has zero influence so is ignored. If that would work it would have been solved when I made the complaints or the other 14 times you passed on my complaint. This is why I said please do not just tell me to contact customer services.

Could you please give me an address for eBay management where I can send a document outlining how eBay are allowing the law to be broken on their site and staff members are doing nothing to stop it, also how the reporting function is not fit for purpose. It needs to go higher than a minimum wage employee on the customer service phone line for obvious reasons.

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Thatnks for your reply, pg_kicks.

Absolutely understandable, and I am sorry to see that you're not happy with the complaint system we have in place. However, as advised before, sharing contact details to different teams or team members is not something we do over here, I'm afraid.

I will add all your comments to the feedback that I will be passing on anyway, so they can also be taken into consideration.

Thank you,

Marco

[anita@ebay]

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@sweetcharity.2013 wrote:

Second question relating in part to unwanted offers received.... This week I received notification of an item ending, it was also not on my current Watch List. Is this a glitch or another 'improvement'?

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Hi @sweetcharity.2013,

Without an item number it is hard to tell why you received the email, but possibly it could have been added to the Watch List at some point or you have been looking at the item.

Once again, if you opt out of Marketing emails in your Communication preferences, you should not receive those emails going further.

Thanks,

Anita

[marco@ebay]

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@eshopforce01 wrote:

When I click "Create a Listing" from a template, the page loads and lands on the description section instead of the top photo section as it used to.

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Hi, eshopforce01. 

This should be back to normal now. If you are still experiencing the same issue, please allow a couple of hours for it to update. If you keep running into the same issue tomorrow, please feel free to create a thread on this and I'll be happy to take a further look.

Thank you,

Marco

[anita@ebay]

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anita@ebay wrote:

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@technthread wrote:

On eBay's fees for business sellers page (last updated 8th April) it says that Terapeak Sourcing Insights are only available to accounts with a basic shop or higher. My understanding is that Terapeak was recently renamed Product Research and is actually available to all users, private or business.

Some months I could save money on a pay as you sell account, but I have been paying more to keep access to Terapeak. Unless there is an updated business seller fee page that I am not seeing it looks like it needs an update. It is very misleading to someone weighing up the pros and cons of no shop vs a shop.

As this perk of having a shop is now open to all, I'm not seeing the benefit of a basic shop that I used to. I'm thinking an eBay packaging voucher for a basic shop for example would be a fair compromise, or maybe the fee should be reduced.

Just out of interest, do private sellers need 3 years of sales data and analytics on product research if they are just clearing out their wardrobe?

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Hi @technthread , thanks for your feedback.

I'll pass that on and flag to the team to make sure the page is updated accurately.

As for the data, while private sellers may not be selling regularly, they may still want to go back and look at their sales history from previous years.

Thanks,

Anita

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Hi @technthread, I just wanted to follow up on this. 

Sellers with no shop subscription will only have access to basic Terapeak Product Research version, while business sellers with an eBay shop will also have access to Terapeak sourcing insights. There is more information here if you would like to take a look.

So the page in question Fees for business sellers would be correct.

Hope this clarifies it.

Have a lovely weekend.

Thank you,

Anita