Weekly Chat with the eBay Community Team- 14.08.24 @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 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. 

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]

marco@ebay

I have absolutely no idea how to take a screen shot, I have had no need to previously.

[kat@ebay]

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@thesalmongroup wrote:

We have been unable to log into our account for about 3 weeks because the verification process is broken. We get as far as typing our username and password then it says it will send a text verification which never arrives.

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Hi @thesalmongroup ,

Just to check have you confirmed the phone number is correct and have you been in contact with customer support and a tech ticket logged for this already?

Thank you,

Kat

[username3_3]

Thank you, much appreciated.

The eBay CS team will know who I am and when you enquire with them. If you can get them to explain why the 5x BONUS POINTs marker is on my eBay statement and what the markers mean. Basic question for them but they avoided answering. Of course, if they did acknowledge the BONUS POINTS marker means I qualified for 1,500 bonus points they would have to apply the points but they sent me 'generic' replies saying my purchases did not qualify without explaining the statement.

Thanks again for picking this up, Chris

[dave@ebay]

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@pg_kicks wrote:

Hi Dave,

Hope you are well.

What threshold would that be as under UK law there is no threshold for being a business or not, you are are or not? 

This to me looks like eBay are worried people who are breaking UK consumer law will leave so eBay are rewarding them whilst anyone who has been trading legally for years are not getting anything. You say to help them grow as a business, but if they were not registered as a business then they were trading illegally so shouldnt be given help to grow, otherwise that by definition is rewarding illegal activity. lack of knowledge on their part is no defence for trading illegally on a private account.

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Hi @pg_kicks 

All good thanks, its a very sunny day here so I cant complain 😃

I don't have visibility on the accounts that received the email so I cant see how they were trading. Its of course possible that there was different actions taken on different accounts and they haven't posted on the boards.

As you know there have been many threads across the community on this subject and we have been reporting the as we become aware of them. The relevant teams action them accordingly,

Thanks,

Dave

[kat@ebay]

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@thesalmongroup wrote:

I called eBay support twice about this and they said it was a tecnical issue but it still hasn't been resolved. Just remove the 2-step verification process! If you cannot send SMS messages, stop using that verification method. 

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Thanks @thesalmongroup ,

I understand the frustration with it. I'll follow up for this tech issue and get the latest update on it.

Thank you,

Kat

[thesalmongroup]

Yes, they said it's been logged but we have heard nothing. The number is correct and we tried resetting the password with an email code but it still wouldn't log in.

[marco@ebay]

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@sweetcharity.2013 wrote:

marco@ebay

I have absolutely no idea how to take a screen shot, I have had no need to previously.

---

Thanks for your reply, sweetcharity.2013. 

If that's the case, you can Google how to take screenshots in your device, take a screenshot and upload it here. If the chat is closed by the time you manage to take a screenshot, don't worry, you could just create a thread in one of our boards and tag me on it, and I will be happy to assist you as soon as possible.

Thanks,

Marco

[eviq_0]

Hi all

I am having an issue with my ebay account where im not eligible to promote my listings. i have been an ebay member for a while with 100% feedback and recent selling activity. No account defects and flawless selling history. I believe there is a bug with my account. 

I would like to know why im not eligible if so as i meet all the critera set out on the ebay website

[sweetcharity.2013]

kat@ebay

Will do.

Thanks,

[pg_kicks]

Great to hear about you.

You mentioned a threshold, are you able to expand on this? I know you dont have visibility on who has been given the email full of rewards but are you able to ask people as you can see, from somebody who has been trading legally but complaining about the illegal accounts on here for years with no activity from eBay at all, it looks 100% like they are now saying we know you have been a business breaking Uk law, please dont go and if you trade legally we will give you possibly thousands of pounds, that is a reward for illegal activity. 

We have been given a kick in the nuts for complying with the law whilst ebay reward people who they deem to be a business on a private account, all I ask for is somebody to explain the decision, I believe thats perfectly acceptable, I know you cant but somebody within eBay must be able to.

[sweetcharity.2013]

Marco@ebay

I shall make the attempt...

Thanks,

[dave@ebay]

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@bojangled wrote:

dave@ebay 

With all due respect to your comment, can you see how legally trading business sellers see this discount and bonus? 
With many regulars bringing the private seller/business seller issue up frequently being told to report it and then learn of a large fee discount to said sellers upon upgrade.

It really is a kick in the teeth.

Jo

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Hi @bojangled 

I can only speak in general terms on this one. I haven't seen how the accounts that received the email are trading or if they were previously reported. 

I have been monitoring the different threads on this and I have been passing all the feedback I'm gathering directly back to the relevant teams. 

Thanks,

Dave

[dave@ebay]

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@abradley001 wrote:

It looks another community member has been told by tech support that the upgrade to business account emails have been sent out in error to many many private sellers.

So know I dont know if I'm relieved or angry.

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Hi @abradley001 

I cant speak for what happened on a call with CS but I have spoken to both the Tech Team and the team who sent the emails. Both have confirmed the mail was not sent in error.

Thanks,

Dave

[kat@ebay]

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@username3_3 wrote:

Thank you, much appreciated.

The eBay CS team will know who I am and when you enquire with them. If you can get them to explain why the 5x BONUS POINTs marker is on my eBay statement and what the markers mean. Basic question for them but they avoided answering. Of course, if they did acknowledge the BONUS POINTS marker means I qualified for 1,500 bonus points they would have to apply the points but they sent me 'generic' replies saying my purchases did not qualify without explaining the statement.

Thanks again for picking this up, Chris

---

No worries @username3_3 ,

Once I have an update I'll let you know.

Thank you,

Kat

[kat@ebay]

---

@thesalmongroup wrote:

Yes, they said it's been logged but we have heard nothing. The number is correct and we tried resetting the password with an email code but it still wouldn't log in.

---

Hi @thesalmongroup ,

Thanks for the details. I'll follow up offline and come back once I have an update.

Thank you,

Kat

[dave@ebay]

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@krafty-kreations wrote:

Hi Dave 

In reply to this .... We are in no way rewarding criminal activities. It can happen that some private sellers could go over the threshold without realising. We are offering support to these accounts to help them grow as a business as they may not be fully aware of how to trade commercially.

I cannot remember the last time I was offered any support on my business account by eBay, Many businesses using private accounts have been doing it for years and have grown quite nicely with the 1000 free listings they have, Shouldn't we be in line for a special offer? 

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Hi @krafty-kreations 

We provide support and offers for Business Sellers throughout the year. We recently ran a number of Roadshows around the country. We offer 121 support through teams such as ProTrader and offer different promotions throughout the different seasons.  

I haven't seen the calender for upcoming promotions but we will generally reach out to sellers through the usual channels wen they qualify for these offers.

Thanks,

Dave

[marco@ebay]

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@eviq_0 wrote:

Hi all

I am having an issue with my ebay account where im not eligible to promote my listings. i have been an ebay member for a while with 100% feedback and recent selling activity. No account defects and flawless selling history. I believe there is a bug with my account. 

I would like to know why im not eligible if so as i meet all the critera set out on the ebay website

---

Hi eviq_0, thanks for your question.

Promoted listings is only available to business sellers. Private sellers could use Promoted Listings Lite, but if you are opted into the seller hub, you won't be able to use it. So, if you want to use Promoted Listings you'd need to upgrade your account to business or opt out of the seller hub (in case you are opted in).

Thank you,

Marco

[dave@ebay]

---

@pg_kicks wrote:

Great to hear about you.

You mentioned a threshold, are you able to expand on this? I know you dont have visibility on who has been given the email full of rewards but are you able to ask people as you can see, from somebody who has been trading legally but complaining about the illegal accounts on here for years with no activity from eBay at all, it looks 100% like they are now saying we know you have been a business breaking Uk law, please dont go and if you trade legally we will give you possibly thousands of pounds, that is a reward for illegal activity. 

We have been given a kick in the nuts for complying with the law whilst ebay reward people who they deem to be a business on a private account, all I ask for is somebody to explain the decision, I believe thats perfectly acceptable, I know you cant but somebody within eBay must be able to.

---

Hi @pg_kicks 

You can get more information from our Business seller policy page and here.

There isn't anybody that I can put you in contact with that can explain any business decisions that we make. This is done at a much higher level and these teams are not publicly facing. I can however guarantee you that any feedback we receive through here is going back to the correct teams to review.

Thanks,

Dave

 

[marco@ebay]

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@technthread wrote:

I sent a buyer an offer yesterday which they countered and I accepted.

I didn't get the usual sale notification and noticed that it went back to them like a counter offer for the same price and the item is still live as they haven't paid.

Is this a change to the offer system so no buyer can have an unpaid buy it now item?  I don't mind it but I am confused by it as I haven't seen any announcement that this will now happen.

As the buyer hasn't paid I am wondering how this acceptance appeared to them at their end. Do ebay tell them I accepted or do they present it as a counter offer? My buyer might think I was being fly here and seems to have pulled out from buying so I am just curious. Thanks 

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Hi technthread,

We've just got confirmation that this is a recent change/update and that's how it will work going forward.

Thank you,

Marco