Weekly Chat with the eBay Community Team- 08.11.23 @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, katie@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

[anita@ebay]

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@kempseykate wrote:

I too would like to know the order of seriousness for reporting.

I have repeatedly reported a buyer for being an unreg business seller (200 identical new items).

They also say the money goes to charity, but don't use the ebay charity ribbon.

Neither of these have been acted on (they are still unreg) and they still say the money goes to charity (but don't have the ribbon).

They also used to offer digital download - that seemed to be acted on when reported. So that is a very strange order of importance:

Digital delivery (ebay losing out on postage cost fee) - most important.

Seller breaking the law re business registration - not important.

Seller possibly conning people about money going to charity - not important.

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Hi @kempseykate, thanks for your post.

I understand where you are coming from and if you feel that the right action hasn't been taken, you may also report it using contact us option here at the bottom of the page. Having said that, we want to encourage using our reporting tool and want it to work properly, so I'll make sure to pass your feedback on.

As for the importance of reports, there may be prioritization for reports that may be harmful or hateful, however we are unable to share the exact order to avoid circumvention of our policies.

Thanks,

Anita

[salonpros]

Hi guys,

My business is growing so im looking to purchase a thermal printer. I bought one before and i had to use there external software to print, so i sent it back. Ideally i want to be able to just select printer and print direct from ebay. Im happy to spend a bit but ideally i dont want to spend 100's. What would you guys recommend? 

I look forward to hear your responses.

[marco@ebay]

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@hall12mark wrote:

Hi I'm having a very frustrating time trying to list an item. I have chosen a 10 day auction scheduled for tomoroow at 19.00 hours. Yet the preview shows a start time tomorrow at 00.00 hours. It won't let me alter to the time I require to 19.00 hours. Also I have tried to save my listing for later so I can amend it but it won't let me do that either.

Please can you help?

Regards, Robin

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Hi hall12mark, thanks for your post.

I see you have an item listed on your account, I presume that's not the listing in question. Do you have a screenshot of the listing draft or listing page where it says it's gonna go live at 00:00 tomorrow?

Thank you,

Marco

[pg_kicks]

again sorry for hijacking a reply to another member.

Who is this feedback being passed to please?

We have been told every time we bring the issues up that our feedback is being passed on but it is still not being fixed, this isnt an issue that has just started, its been going on for months and even years in some cases, the feedback is clearly either going to the wrong department, or that department dont care, or dont deal with said feedback.

[jamjartoys]

Hi

I have a number of listings with multiple varitions; and have regular customers that buy from them. Over the last few months I have had a number of messages from buyers saying that on the App they are unable to purchase from the listings and advise me of the following:-

"On certain listings of yours it won’t let me put them in the basket or even select anything it comes up you’ve purchased from this seller before?"

I have raised this twice with the helpdesk (the first time I was advised that it was a known problem and was being investigated and I would be advised when it was fixed) and the second time I was promised it would be escalated to IT and I would hear back shortly - neither happened.

Can you please confirm that the problem has now been rectified as Unfortunately I have no way of knowing who is affected by it unless a buyer tells me and clearly it leads to lost sales.

They have no problem buying using a web browser.

Thanks

David

[goingfishinguk]

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marco@ebay wrote:
Hi , thanks for your post.

We've addressed this different times now, and there are no issues causing a drop in sales or anything similar like that. 

---

So why are these very boards, which you are supposed to read/moderate littered with desperate people reporting the opposite to what you have just replied?  These people are telling you there ARE issues and are actually telling you the possible reason for these issues.  (Are they lying?) Why are all these sellers being ignored or fobbed off with the type of reply you have just given me?

Regards

[anita@ebay]

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@pg_kicks wrote:

I'm not sure if you ever sell or even purchase on eBay but if you dont please just read the forum and you will son find out that by using the contact us options there at the bottom of the page is as much use as buying my nana a chocolate teapot, we are told they will pass the information back to the team but nothing ever gets done.

I have brought this up numerous times with both the weekly chat and customer services and are constantly told that the reporting function is working fine, we have proof that it is not working fine and sadly my feedback is not really appreciated otherwise something would be done about it.  It seems to be that ebay are more than happy to allow fake items and unregistered accounts, amongst many other policy violations as long as they get fees.

Just for the record my nana passed many years ago and never drank tea just in case anyone was wondering how much of a use said teapot would be.

anita@ebay if you could give us the contact details of the team and I will happily send an indepth report to them showing how the reporting feature is broken or set up not to actually stop policy violations that would probably me helpful to the valued ebay members and ebay. Also would save the community team time so you didnt need to give us vague answers each time we ask.

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@pg_kicks, thanks for your reply.

While there is no way to contact the exact team that is actioning listings proactively, there is a specialized trust & safety team that you can reach at the bottom of the page here. If you type in ‘Agent’ you'll be able to get through to an agent. Having said that, we want to make sure our reporting channels are working well and I am going to pass on your feedback to the relevant teams.

Thanks,

Anita

[marco@ebay]

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@salonpros wrote:

Hi guys,

My business is growing so im looking to purchase a thermal printer. I bought one before and i had to use there external software to print, so i sent it back. Ideally i want to be able to just select printer and print direct from ebay. Im happy to spend a bit but ideally i dont want to spend 100's. What would you guys recommend? 

I look forward to hear your responses.

---

Hi salonpros, thanks for your post.

I'd say this would depend on what you are looking for in terms of price, specs, and quality. If you click here, you can see a bunch of printers listed for sale on eBay. You can go through them and decide which one is the best that meets your needs better. Also, we have many sellers and buyers on our discussion boards, so you can ask this question in one of our discussion boards and I am sure they will be able to share their experiences with different printers they have, or which ones they would recommend.

Glad to hear your business is growing 🙂 

Marco.

[marco@ebay]

---

@jamjartoys wrote:

Hi

I have a number of listings with multiple varitions; and have regular customers that buy from them. Over the last few months I have had a number of messages from buyers saying that on the App they are unable to purchase from the listings and advise me of the following:-

"On certain listings of yours it won’t let me put them in the basket or even select anything it comes up you’ve purchased from this seller before?"

I have raised this twice with the helpdesk (the first time I was advised that it was a known problem and was being investigated and I would be advised when it was fixed) and the second time I was promised it would be escalated to IT and I would hear back shortly - neither happened.

Can you please confirm that the problem has now been rectified as Unfortunately I have no way of knowing who is affected by it unless a buyer tells me and clearly it leads to lost sales.

They have no problem buying using a web browser.

Thanks

David

---

Hi jamjartoys, thanks for your post.

I couldn't confirm if this was rectified or not as I am not sure if there was an issue or not, do you have an example, so we can review this for you more especifically? An item number that we can send for review, for example. Just asking you for this because probably your buyer was in a location that you don't ship to, I am not saying that was the case, but it could be, so with the item number we can review if there is a tech issue or not and we will take it from there.

If you have an example, please feel free to create a thread on this on one of our boards, and tag me and I will be happy to help from there since this chat is now closed.

Thank you,

Marco

[anita@ebay]

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@pg_kicks wrote:

again sorry for hijacking a reply to another member.

Who is this feedback being passed to please?

We have been told every time we bring the issues up that our feedback is being passed on but it is still not being fixed, this isnt an issue that has just started, its been going on for months and even years in some cases, the feedback is clearly either going to the wrong department, or that department dont care, or dont deal with said feedback.

---

@pg_kicks, thanks for your reply.

This is internal information I'm afraid we are unable to share, however I can assure I am going to pass on the feedback to relevant teams to look into.

Thanks,

Anita

[marco@ebay]

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@goingfishinguk wrote:

---

marco@ebay wrote:
Hi , thanks for your post.

We've addressed this different times now, and there are no issues causing a drop in sales or anything similar like that. 

---

So why are these very boards, which you are supposed to read/moderate littered with desperate people reporting the opposite to what you have just replied?  These people are telling you there ARE issues and are actually telling you the possible reason for these issues.  (Are they lying?) Why are all these sellers being ignored or fobbed off with the type of reply you have just given me?

Regards

---

Thanks for your reply, goingfishinguk.

As advised before, we've addressed this before, and we reviewed all these reports/threads and we were able to confirm that there are no issues or bug affecting this.

Thank you,

Marco.

[marco@ebay]

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@darth_baggins wrote:

Regarding the ongoing 'awaiting dispatch' bug. I have RM click and drop to mark orders as dispatched. I've done today's orders and three of them are not marked as dispatched. Notably they are all my orders that have more than one of the same item.

Order numbers;

25-10751-21243
03-10762-45774
23-10746-47202

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Hi darth_baggins, 

Just a quick update on this, the examples above are all showing as dispatched, so we see no issues there. If you have a different example where we can see that the orders are not showing as dispatched, let us know in a thread and we will review those for you.

Please note that this chat is no longer open, so you might not be able to reply here.

Thank you,

Marco