Weekly Chat with the eBay Community Team- 16.07.25 @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.

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 , dave@ebay and marco@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.
To maintain a constructive and community environment, posts that repeatedly breach this guideline may be removed. Continued violations could result in further action against your community account. We appreciate your cooperation and understanding in helping us keep our community focused and respectful.

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

[williabaxte7]

Good afternoon . I tried to contact eBay customer service earlier on . But when clicked on the contact us button all I got was a empty screen ? . Have since sorted the problem out my end . Just wondering if anyone else has brought this to your attention ? 

[kat@ebay]

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@williabaxte7 wrote:

Good afternoon . I tried to contact eBay customer service earlier on . But when clicked on the contact us button all I got was a empty screen ? . Have since sorted the problem out my end . Just wondering if anyone else has brought this to your attention ? 

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Hi @williabaxte7 ,

We are not aware of any issues with the call function right now. Sometimes it might not show if there we are experiencing a high volume of calls.  As it shouldn't show an empty screen can you try clearing your cache  and cookies to see if it resolves it?

Thank you,

Kat

[ruby*ryan]

A couple of weeks ago I was asking about using a 'recommended' Large Letter label (Simple Delivery) when the parcel turned out to be Small Parcel. Dave once again confirmed that this would be OK.

However, on the page you go to to get the label there are three boxes - the second one is info about the size and if the label was for a Large Letter (and this was the recommended option) it still states:

Avoid extra charges by keeping your package within the size limit selected at listing — up to 1 kg, 35 x 25 x 2.5 cm.

Larger or heavier packages will still be accepted by the carrier, as long as they’re within the maximum limit — up to 1.00 kg and 35.3 x 25 x 2.5 cm.

So this is saying that LL items will only be accepted by the carrier if the maximum size/weight is Large Letter dimensions. I still don't understand if this is a mistake - or in readiness to ensure LL labels can only be used for LL items?

(I am still taking a daily screenshot of the bit in SD info that states oversized items will be accepted as long as they are within the maximum limits for the service!)

[dave@ebay]

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@ruby*ryan wrote:

A couple of weeks ago I was asking about using a 'recommended' Large Letter label (Simple Delivery) when the parcel turned out to be Small Parcel. Dave once again confirmed that this would be OK.

However, on the page you go to to get the label there are three boxes - the second one is info about the size and if the label was for a Large Letter (and this was the recommended option) it still states:

Avoid extra charges by keeping your package within the size limit selected at listing — up to 1 kg, 35 x 25 x 2.5 cm.

Larger or heavier packages will still be accepted by the carrier, as long as they’re within the maximum limit — up to 1.00 kg and 35.3 x 25 x 2.5 cm.

So this is saying that LL items will only be accepted by the carrier if the maximum size/weight is Large Letter dimensions. I still don't understand if this is a mistake - or in readiness to ensure LL labels can only be used for LL items?

(I am still taking a daily screenshot of the bit in SD info that states oversized items will be accepted as long as they are within the maximum limits for the service!)

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Hi @ruby*ryan 

Once you use the recommended size you will be fine, it will be accepted. The extra text has pretty much been there since SD launched but you will still be covered regardless once it's our recommendation.

Thanks,

Dave 

[ruby*ryan]

Thanks, Dave. (Am still a bit suspicious, though, he4nce the daily screenshots!)

Would it be really difficult to change the text to give the correct maximum size?

[williabaxte7]

Hi . Kat  It seems to be working now 

[a45heaven]

View counts are usually based on rolling periods which can cause increases and decreases in the numbers.

These are always on seven day auctions , so im not sure how what you said applies. I can see VIEWS rising until the item ends, but decreasing? 

kat@ebay 

Hi Kat - from last weeks 1 hour chat - you gave me an answer as to why Views Decrease on auctions.

Sadly my intelligence is below standard - could you please explain in more simple English and of course why ebay perform this function. ( assuming they wouldnt do something for no reason)

Hi @a45heaven ,

 eBay do remove bot traffic from view which is mostly done in real-time. However there is a secondary filtering process that performs a deeper analysis that removes bot traffic that may not have been caught by the real-time filtering, so it's possible that this can cause your auction views to decrease.

Thank  you,

Kat

[dave@ebay]

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@ruby*ryan wrote:

Thanks, Dave. (Am still a bit suspicious, though, he4nce the daily screenshots!)

Would it be really difficult to change the text to give the correct maximum size?

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Hi @ruby*ryan 

I absolutely get it but you will be fine, I spoke to the SD team directly on this and they confirmed it will be accepted. 

I did ask them to review the text when I spoke to them so it might be something they can update in the future. 

Thanks,

Dave

[a45heaven]

Any more news as to when Business accounts will be forced to enrole in Simple Delivery- as it appears to have become mandatory for Private Sellers.

[kat@ebay]

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@a45heaven wrote:

View counts are usually based on rolling periods which can cause increases and decreases in the numbers.

These are always on seven day auctions , so im not sure how what you said applies. I can see VIEWS rising until the item ends, but decreasing? 

kat@ebay 

Hi Kat - from last weeks 1 hour chat - you gave me an answer as to why Views Decrease on auctions.

Sadly my intelligence is below standard - could you please explain in more simple English and of course why ebay perform this function. ( assuming they wouldnt do something for no reason)

Hi @a45heaven ,

 eBay do remove bot traffic from view which is mostly done in real-time. However there is a secondary filtering process that performs a deeper analysis that removes bot traffic that may not have been caught by the real-time filtering, so it's possible that this can cause your auction views to decrease.

Thank  you,

Kat

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Hi @a45heaven ,

As bot traffic is automatic software its not a real person so companies need to have processes in place to identify this kind of traffic.  Removing it helps improve website performance, ensure accurate analytics and protects against malicious activities.

Whatever doesn't get picked up in the real time function gets reviewed in a secondary filter so this can sometimes result in your number of views being decreased.

Thank you,

Kat

[marco@ebay]

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@a45heaven wrote:

Any more news as to when Business accounts will be forced to enrole in Simple Delivery- as it appears to have become mandatory for Private Sellers.

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Hi a45heaven, thanks for your post.

I don't recall us ever saying that Simple Delivery will be "forced" for business sellers, could you please point out for me where did you saw that? To clarify, there are no plans for that.

Thank you,

Marco