Weekly Chat with the eBay Community Team- 18.06.25 @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

[ak_craft_crazy]

Hi,

I am hoping for some clarity on the below please?

A customer ordered an item from me on Tuesday 10th June at 4pm, we have a 2 working day processing time for this listing. The buyer selected the standard delivery service which is 2nd class, listed as 2-3 working day delivery timeframe by yourselves.

With all this in mind what would expect the estimated delivery date to be on this?

Thank you.

[ak_craft_crazy]

Hi,

We recently sold a 20cm piece of personalised ribbon to a customer, the listing offers different lengths and widths of ribbon for the customer to choose from so they are free to choose the length they require.

Each length and width is clear on how long it is for example 20cm, 1m, 5m, 20m etc etc.

This particular buyer chose 20cm length and upon leaving a review for the item, they left neutral feedback with the following “Could have been longer but I suppose that’s down to me….. otherwise a quality ribbon”

So we have then go onto put a request for this feedback to be removed under your feedback removal policy section “Buyer-related transaction issues” quoting the subsection “The buyer is raising an issue that was correctly disclosed in the listing”.

Which this clearly falls into and is near enough exactly the same as the example you use on this section as to what would qualify.

However when the feedback has been reviewed it was declined with the following reason

“Our decision
After carefully reviewing the details, we couldn't confirm with tracking information that the item was posted or delivered on time.

For this reason, the feedback was not removed”

Now the feedback is nothing to do in relation to any delivery aspect so why on earth is this even considered.

So my question is who is reviewing the feedback removal a real person or AI?

And why is this feedback not eligible from removal when it clearly meets your own feedback policy removal and is pretty much identical to an example you use on the police which is eligible for removal?

Thank You.

[custom-giftsuk]

Hiya, any update on the Research tool being fixed? Several of us have reported that the Research tool to eBay Customer Support, stopped working on the morning of Friday 13th. As you can see from the attached image, no results have been available since then. Any searches since then have resulted in the error – “We couldn't find any Sold results in the date range you've selected, so we've switched to Active listings.”

[custom-giftsuk]

 I have a small personal question – as this is Community Support from the Community Team, not Customer Support, whom would we speak to at eBay if we know another seller is struggling. It’s not me but I know another seller is struggling as per their recent communications and as such whom would we speak to, at eBay, to make them aware of this situation? I know its pretty vague but I’m sure it’s a personal matter but its being made publically open via eBay. Would any of the Community Team care to DM me, so that I can make them aware of this.

[kat@ebay]

---

@ak_craft_crazy wrote:

Hi,

We recently sold a 20cm piece of personalised ribbon to a customer, the listing offers different lengths and widths of ribbon for the customer to choose from so they are free to choose the length they require.

Each length and width is clear on how long it is for example 20cm, 1m, 5m, 20m etc etc.

This particular buyer chose 20cm length and upon leaving a review for the item, they left neutral feedback with the following “Could have been longer but I suppose that’s down to me….. otherwise a quality ribbon”

So we have then go onto put a request for this feedback to be removed under your feedback removal policy section “Buyer-related transaction issues” quoting the subsection “The buyer is raising an issue that was correctly disclosed in the listing”.

Which this clearly falls into and is near enough exactly the same as the example you use on this section as to what would qualify.

However when the feedback has been reviewed it was declined with the following reason

“Our decision
After carefully reviewing the details, we couldn't confirm with tracking information that the item was posted or delivered on time.

For this reason, the feedback was not removed”

Now the feedback is nothing to do in relation to any delivery aspect so why on earth is this even considered.

So my question is who is reviewing the feedback removal a real person or AI?

And why is this feedback not eligible from removal when it clearly meets your own feedback policy removal and is pretty much identical to an example you use on the police which is eligible for removal?

Thank You.

---

Hi @ak_craft_crazy ,

I see what you mean regarding the decline reason and the feedback comment. I would advise to reach out to customer support so it can be reviewed manually by an agent. This way it can be reviewed for your appeal reason.

Thank you,

Kat

[dave@ebay]

---

@custom-giftsuk wrote:

Hiya, any update on the Research tool being fixed? Several of us have reported that the Research tool to eBay Customer Support, stopped working on the morning of Friday 13th. As you can see from the attached image, no results have been available since then. Any searches since then have resulted in the error – “We couldn't find any Sold results in the date range you've selected, so we've switched to Active listings.”

---

Hi @custom-giftsuk 

We don't have any update on this at the moment, but we will post one the thread you created for this when we have something to share.

Thanks,

Dave

[marco@ebay]

---

@ak_craft_crazy wrote:

Hi,

I am hoping for some clarity on the below please?

A customer ordered an item from me on Tuesday 10th June at 4pm, we have a 2 working day processing time for this listing. The buyer selected the standard delivery service which is 2nd class, listed as 2-3 working day delivery timeframe by yourselves.

With all this in mind what would expect the estimated delivery date to be on this?

Thank you.

---

Hi ak_craft_crazy, thanks for your question.

Estimated delivery date take a lot of different thing into consideration, you know the usual, buyer's location, seller's location, type of service, etc. Taking this into consideration, I couldn't tell you exactly what an EDD will be for certain orders, as they can vary from time to time due to different locations, services, etc being added to the order which could potentially impact the calculation of EDD. I know you would rather get a more specific answer, but due to all this changing factors, I cannot really give a proper specific answer.

Thank you,

Marco

[kat@ebay]

---

@custom-giftsuk wrote:

 I have a small personal question – as this is Community Support from the Community Team, not Customer Support, whom would we speak to at eBay if we know another seller is struggling. It’s not me but I know another seller is struggling as per their recent communications and as such whom would we speak to, at eBay, to make them aware of this situation? I know its pretty vague but I’m sure it’s a personal matter but its being made publically open via eBay. Would any of the Community Team care to DM me, so that I can make them aware of this.

---

Hi @custom-giftsuk ,

If its to do with the community boards we can review with moderation. Send me on the details by pm and we can review.

Thank you,

Kat

[ak_craft_crazy]

Hi,

Thank you for the response, i have already done this with the agent telling me that once a decision is made from a request then this is final and cannot be reviewed. Is this not the case then? and i can ask for it to be reviewed again?

[kat@ebay]

---

@ak_craft_crazy wrote:

Hi,

Thank you for the response, i have already done this with the agent telling me that once a decision is made from a request then this is final and cannot be reviewed. Is this not the case then? and i can ask for it to be reviewed again?

---

Hi @ak_craft_crazy ,

I'll check with customer support for this and come back to you.

Thank you,

Kat

[custom-giftsuk]

Brill, thank you kat@ebay

[ak_craft_crazy]

Hi,

Not really answered the question more of swerved it. You will make a good politician.

I was merely asking for a rough guide as i understand factors are taken into account however going off a 2 working day processing time and a 2-3 working day delivery timeframe.

You would roughly look at 14th-17th doing basic maths or 13th-17th on best case scenario. But would agree the first date would not be earlier than the 13th due to the 2 working day processing time?

[marco@ebay]

---

@ak_craft_crazy wrote:

Hi,

Not really answered the question more of swerved it. You will make a good politician.

I was merely asking for a rough guide as i understand factors are taken into account however going off a 2 working day processing time and a 2-3 working day delivery timeframe.

You would roughly look at 14th-17th doing basic maths or 13th-17th on best case scenario. But would agree the first date would not be earlier than the 13th due to the 2 working day processing time?

---

Thanks for your reply ak_craft_crazy, I really appreciate that.

I could give you a rough estimate, the thing with that is that because it is the estimate of an estimate, It could be spot on or miles off, I personally think that me giving you the estimate of an estimate will probably not provide the clarity you're looking for. But based on what we've discussed so far, I would reckon the EDD would be something in between the 13-17th give or take (As I said before this always changing due to different factors changing for each order). I am sure that you will understand me here.

Thank you,

Marco

[mygaras]

Apostrophes Update

Hi Marco 

Many thanks for getting back to me regarding last week's discussion about the missing apostrophes. I appreciate the tech team taking time to investigate this.

In response to the team's comments, I've looked back over the last five pages of feedback I have left for others and found 15 missing apostrophes, from 15 comments where apostrophes should have been included. That's 100% of apostrophes missing! Therefore, I think it is unlikely that that in all of these cases I failed to type an apostrophe, as suggested by the team, and instead inserted a character space.

To test this further, I left some feedback this morning, and purposefully typed a comment including an apostrophe. Here is a screenshot of what I typed:

And here is how the feedback is displaying once submitted (there is a character space in 'you re', when it should be 'you're' :

This clearly shows that I am typing the apostrophes, but they are somehow missing from the submitted text, exactly the same as the previous error when apostrophes were missing from Messages.

Also, here is another member's feedback, picked at random, also showing a missing apostrophe:

This issue is also still affecting my business account's Terms and Conditions.

I type the content, including apostrophes:

It updates successfully:

But when I view from another account (having refreshed the page), the apostrophes are missing:

This definitely seems to be a technical glitch, even if it's only affecting a small number of users. Perhaps you could ask the tech team to look again? The fact that there is a character space where the apostrophe should be suggests that the system simply isn't recognising the grammatical mark, so instead is inserting a character space. In all examples, you're or don't or shouldn't are displaying as you re, don t and shouldn t, with a space where the apostrophe should be.

This is exactly the same error as previously mentioned, when the apostrophes were missing from sent messages.

[williabaxte7]

Hi . I tried to send a offer to a buyer this morning but came back  as offer not sent ( with a red dot in front of it )! This was via the app . Logged in my non app  eBay page . And sent offer with out any Problem . Has this glitch been reported ? 

[marco@ebay]

---

@mygaras wrote:

Apostrophes Update

Hi Marco 

Many thanks for getting back to me regarding last week's discussion about the missing apostrophes. I appreciate the tech team taking time to investigate this.

In response to the team's comments, I've looked back over the last five pages of feedback I have left for others and found 15 missing apostrophes, from 15 comments where apostrophes should have been included. That's 100% of apostrophes missing! Therefore, I think it is unlikely that that in all of these cases I failed to type an apostrophe, as suggested by the team, and instead inserted a character space.

To test this further, I left some feedback this morning, and purposefully typed a comment including an apostrophe. Here is a screenshot of what I typed:

And here is how the feedback is displaying once submitted (there is a character space in 'you re', when it should be 'you're' :

This clearly shows that I am typing the apostrophes, but they are somehow missing from the submitted text, exactly the same as the previous error when apostrophes were missing from Messages.

Also, here is another member's feedback, picked at random, also showing a missing apostrophe:

This issue is also still affecting my business account's Terms and Conditions.

I type the content, including apostrophes:

It updates successfully:

But when I view from another account (having refreshed the page), the apostrophes are missing:

This definitely seems to be a technical glitch, even if it's only affecting a small number of users. Perhaps you could ask the tech team to look again? The fact that there is a character space where the apostrophe should be suggests that the system simply isn't recognising the grammatical mark, so instead is inserting a character space. In all examples, you're or don't or shouldn't are displaying as you re, don t and shouldn t, with a space where the apostrophe should be.

This is exactly the same error as previously mentioned, when the apostrophes were missing from sent messages.

---

Hi mygaras, thanks for following this up with me.

I will pass this on for you, so they can take a further look. Once I get further updates for you, I will let you know here like I did last time, thanks for adding more screenshots as well. 👍

Thank you,

Marco

[kat@ebay]

---

@williabaxte7 wrote:

Hi . I tried to send a offer to a buyer this morning but came back  as offer not sent ( with a red dot in front of it )! This was via the app . Logged in my non app  eBay page . And sent offer with out any Problem . Has this glitch been reported ? 

---

Hi @williabaxte7 ,

With other recent reports of this users were able to fix it by deleting their cache and cookies. Can you try this and also try removing the app and reinstalling.

Thank you,

Kat

[jamjartoys]

Hi Dave

Thanks for the clarity during the week on the Windsor framework question - I really appreciate it.

Sorry to ask this again about multi-variation listings as I know you have been looking into it. But, as the promoted listing changes go live before next week's weekly chat, I could really do with some clarity.

The question was how will Multi variation listings be affected by the new promoted listings policy - surely one click can't mean that up to 250 listings then attract a fee for the next 30 days regardless of buyer?

Thanks

David

[dave@ebay]

---

@jamjartoys wrote:

Hi Dave

Thanks for the clarity during the week on the Windsor framework question - I really appreciate it.

Sorry to ask this again about multi-variation listings as I know you have been looking into it. But, as the promoted listing changes go live before next week's weekly chat, I could really do with some clarity.

The question was how will Multi variation listings be affected by the new promoted listings policy - surely one click can't mean that up to 250 listings then attract a fee for the next 30 days regardless of buyer?

Thanks

David

---

Hi @jamjartoys 

I still don't have an answer on this, the person that is looking into it is out of the office and the rest of the team couldn't give me a definitive answer.

Thanks,

Dave