Weekly Chat with the eBay Community Team- 15.11.23 @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

[louisianna]

Will do - thank you

[anita@ebay]

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@hatsford wrote:

eBay know this user is dishonest, as they've (finally) cancelled the users sales listings.  So my question here  is, why do eBay think its ok to allow this user to continue buying and claiming non receipt from innocent sellers?

This is one of the reasons myself and many other sellers only use ebay to sell items we can afford to be scammed on, our high value items are sold via safer platforms that make a better effort to protect sellers from obviously dishonest users.

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Hi @hatsford, thanks for your post.

While we encourage buyers in leaving honest feedback, if we notice an abuse, we'll take appropriate action. We do have team working proactively and reactively actioning accounts that may be violating our policies. If you feel buyer is abusing feedback and they haven't been actioned yet, you may report them here.

As for non received item claims, please note that sellers are protected, once the tracking proves delivery.

Thanks,

Anita

[hanona96]

marco@ebay 

I am referring to another account - as you suspended the account I can't post anything there so my girlfriend is posting this on my behalf. The acocunt is - eliteti0 

The above username is the business account I use that you have suspended indefintely and are holding my 7k funds refusing to give it to me. I can't spend another day in the hospital I need someone to actually look into this for me, I need my money. The sale was legit you sent and approved it - I honestly have no idea what you are still investigating. The buyer even sent a message thanking me for the item - it seems that eBay is just holding this money for their own benefit. 

eBay called me and I called them back, after we spoke the lady hung up  the phone on me during my panic attack. I am sure conversations are recorded so you will be able to hear for yourself.

[marco@ebay]

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@hanona96 wrote:

I am referring to another account - as you suspended the account I can't post anything there so my girlfriend is posting this on my behalf. The acocunt is - eliteti0 

The above username is the business account I use that you have suspended indefintely and are holding my 7k funds refusing to give it to me. I can't spend another day in the hospital I need someone to actually look into this for me, I need my money. The sale was legit you sent and approved it - I honestly have no idea what you are still investigating. The buyer even sent a message thanking me for the item - it seems that eBay is just holding this money for their own benefit. 

eBay called me and I called them back, after we spoke the lady hung up  the phone on me during my panic attack. I am sure conversations are recorded so you will be able to hear for yourself.

---

Thanks for your reply, hanona96.

We wouldn't be able to look into accounts if we are not talking to the account holder, also we wouldn't be able to action suspensions over this channel. So, I would recommend speaking to customer service about this, they would be able to give a resolution and explain what would happen with any potential held funds. For further information, you can see more about account suspensions here.

Thank you,

Marco

[katie@ebay]

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@louisianna wrote:

With reference to the delivery times being correct and there not being any issues, please see attached a screenshot on half of my late deliveries in the last 2 weeks.  

There are as many again in my late delivery report.

---

Hi @louisianna,

We are not in a position here on the community to review late delivery defects. Some of them in your screenshot appear to be grey meaning they have been appealed, but if you would like to appeal set ones please reach out to our teams.

I understand your issue is with the EDD and therefore the impact on delivery defects. I do need to reiterate there is no technical issue with EDD's and the defects will stand if not appealable with tracking information.

Thanks,

Katie  

[contessa35]

Thanks Marco - I understand your point, but this is VERY strange as it is affecting so many people (both buyers and sellers) so there must be something going on to cause it, surely? The size of the US thread referring to it is quite significant and it's been going on since at least early October 2023. Do please note that it only affects some categories, not all, which might cause it to go under the radar somewhat. One US poster even wondered if it could be due to a misinterpretation by eBay of the forthcoming replacement of the CE safety standards with the UKCA certification (for toy safety etc.) which I suppose would mean it's not exactly a technical issue if that is the case - but if it's that, it is likely still an error, since as far as I know, CE standards (and so presumably the incoming UKCA ones too) were not intended to apply retrospectively to vintage items, nor to dolls made for adult collectors. 

[anita@ebay]

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@simas-stuff wrote:

But obviously RM have been misleading you with their performance rates. We have been saying this since before the strikes at RM. Give me an address where I can send you mail, I will get proof of postings and lets see how quickly they arrive. Just a little test to show you that RM and ebays EDDs are useless.

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@simas-stuff, I appreciate what you are saying, however we would still be able to see the actual delivery dates and take those into consideration for our dynamic EDD calculation.

Thanks,

Anita

[marco@ebay]

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@contessa35 wrote:

Thanks Marco - I understand your point, but this is VERY strange as it is affecting so many people (both buyers and sellers) so there must be something going on to cause it, surely? The size of the US thread referring to it is quite significant and it's been going on since at least early October 2023. Do please note that it only affects some categories, not all, which might cause it to go under the radar somewhat. One US poster even wondered if it could be due to a misinterpretation by eBay of the forthcoming replacement of the CE safety standards with the UKCA certification (for toy safety etc.) which I suppose would mean it's not exactly a technical issue if that is the case - but if it's that, it is likely still an error, since as far as I know, CE standards (and so presumably the incoming UKCA ones too) were not intended to apply retrospectively to vintage items, nor to dolls made for adult collectors. 

---

Thanks for your reply, contessa35.

I appreaciate your input. However, we reviewed this including the examples you provided, and no issues were found. 

Thank you,

Marco.

[louisianna]

Thanks katie@ebay. The purpose of my message was to show you that the given EDD can not realistically be met. 

Because I have tracking they do get removed automatically, but the point is that everyone of those customers has had false expectations given by Ebays current system.

[j_n_tee]

Hi, Re Estimated Delivery dates, To show your dynamic system is not functioning properly.

Orders I get Friday and leave me Monday give buyer estimated delivery as Tuesday

Orders I get Saturday and leave me AGAIN on Monday give buyers estimated delivery date as Wednesday

Orders I get on Sunday and AGAIN leave me on Monday give Buyers estimated delivery date as Thursdays

The system is obviously not working! ALL these orders will leave at the same time eg Monday but because buyers placed the order on different days (Friday, Saturday, Sunday) they get different delivery dates despite them all leaving MONDAY – Surely if orders place on Friday/Saturday and Sunday should all have the same estimated delivery date eg THURSDAY.

And yep my settings are fine, I've checked my dispactch days, Times et

[contessa35]

Thanks Marco - I appreciate your input too! Sadly for me, this has gone the same route as the issue I also mentioned the week before last, of very incomplete search results on items from overseas sellers when the search is carried out within eBay.co.uk . That still exists for me (and other users I've spoken to, too). As with the unintended lack of shipping to the UK from US sellers in certain categories (which exists whether viewed on eBay.co.uk or eBay.com), this also really does affect other UK buyers and loads of US sellers (I'm not exaggerating these to strengthen my point, I promise!). I can understand that perhaps the system works better for people with a closer link to eBay than for ordinary users like myself - there must be so many variables out here to do with our particular platforms, setups etc. that give more scope for all sorts of unforeseen technical issues to arise.

I don't intend any criticism here, it's just a plea to eBay to understand that, even if there is no apparent technical issue from eBay's viewpoint, issues that affect eBay's users, whether buyers or sellers (in these cases, both) are still very much a problem for those users, so keeping an open mind about what could be causing them would be very much appreciated - hopefully a cause may eventually be pinpointed and rectified. Thanks!

[pineapple_beauty]

Hi ebay Team,

I recently requested for incorrect negative feedback to be removed from my account - I received a reply saying it wasn't possible as there was an open return case on it.

The case has been closed today (unsurprisingly with me reporting the buyer as they have totally abused the system), but I wonder how I can get the negative feedback removed in light of this? 

When I've gone back onto the request it says to check request status - when I check status it says ineligible, which was because of the open return case.

Now the case is closed, how can I get this feedback reviewed please?

[iceblue_uk]

We were sent an invitation to this offer today...

'Congratulations, you’ve been chosen to get exclusive access to Offsite AdsBETA. Wait, it gets better. We’re also giving you 50% off ad fees.'

However, on attempting to sign up we're told that we're not eligible, see attached.

The message at the bottom disappears after about 10 seconds, does that mean we are eligible? I don't intend to try this without the 50% offer, so I want to be sure before proceeding.

[bojangled]

marco@ebay 

You responded on this thread yesterday, with an interesting solution to filtering Royal Mail transactions. 
I can't get it to filter anything!

I didn't tag you correctly, so would you mind looking at it again at some point.

Ty.

[marco@ebay]

---

@pineapple_beauty wrote:

Hi ebay Team,

I recently requested for incorrect negative feedback to be removed from my account - I received a reply saying it wasn't possible as there was an open return case on it.

The case has been closed today (unsurprisingly with me reporting the buyer as they have totally abused the system), but I wonder how I can get the negative feedback removed in light of this? 

When I've gone back onto the request it says to check request status - when I check status it says ineligible, which was because of the open return case.

Now the case is closed, how can I get this feedback reviewed please?

---

Hi pineapple_beauty, thanks for your post.

If you confirm the item number, we can send that for review to see if it's removable or not, and then I will post back here to let you know the outcome. In the future, just put through your request after the case is closed to prevent this from happening again.

Thank you,

Marco

[pineapple_beauty]

Thanks Marco - yes noted re any future requests - this is my first time submitting one (thankfully!) so wasn't sure of the process.

Item number is #404364055535

Thank you!

[marco@ebay]

---

@bojangled wrote:

marco@ebay 

You responded on this thread yesterday, with an interesting solution to filtering Royal Mail transactions. 
I can't get it to filter anything!

I didn't tag you correctly, so would you mind looking at it again at some point.

Ty.

---

Hi bojangled, thanks for your post.

I will take a look there, and review that for you. I will get back to you on this on that original post after I review it, thanks for letting me know.

Thank you,

Marco

[anita@ebay]

---

@j_n_tee wrote:

Hi, Re Estimated Delivery dates, To show your dynamic system is not functioning properly.

Orders I get Friday and leave me Monday give buyer estimated delivery as Tuesday

Orders I get Saturday and leave me AGAIN on Monday give buyers estimated delivery date as Wednesday

Orders I get on Sunday and AGAIN leave me on Monday give Buyers estimated delivery date as Thursdays

The system is obviously not working! ALL these orders will leave at the same time eg Monday but because buyers placed the order on different days (Friday, Saturday, Sunday) they get different delivery dates despite them all leaving MONDAY – Surely if orders place on Friday/Saturday and Sunday should all have the same estimated delivery date eg THURSDAY.

And yep my settings are fine, I've checked my dispactch days, Times et

---

Hi @j_n_tee, thanks for your post.

I see where you are coming from. However, that’s where the dynamic calculation come in. It takes into consideration lot of factors, please see here, and this may be due to the history of actual dispatch time during specific days. We’ve been passing on the examples to the relevant team and they always come back after reviewing confirming that it is working as designed.

Thanks,

Anita

[marco@ebay]

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@pineapple_beauty wrote:

Thanks Marco - yes noted re any future requests - this is my first time submitting one (thankfully!) so wasn't sure of the process.

Item number is #404364055535

Thank you!

---

Thanks for your reply, pineapple_beauty.

That's no problem at all, I will send that for review now, as soon as I get an update on this, I will post back here to let you know. 

Thank you,

Marco

[bojangled]

I have the same issue assuming it's because I accepted a promo advanced offer.