Weekly Chat with the eBay Community Team- 18.09.24 @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

[williabaxte7]

Hi . When I go on too the community pages . They appear to start with the last message first is there a way to change this in the menu at all .

[kat@ebay]

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@williabaxte7 wrote:

Hi . When I go on too the community pages . They appear to start with the last message first is there a way to change this in the menu at all .

---

Hi @williabaxte7 ,

Yes you can set it to newest to oldest . On top of the first reply in the thread you can sort it that way.

Thank you,

Kat

[cobwebcottage]

Hi all,

Can you help with contacting Packlink?

I received two e mails from them yesterday saying I have an unpaid invoice. My invoices are paid automatically every fortnight.

I received another this morning saying ignore the request as it was sent in error and they were having issues then an hour later, another request to pay.

I have contacted them twice through their website and have not had a reply.

I'm hoping that you have access to a direct communication link to them.

[lincolnshiremarine]

Good afternoon Kat

Is there any further information reference my question last week with regards bulk edit changes for the new regulations regarding supplying manufacturers details on the listings.

Best wishes 

[marco@ebay]

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@cobwebcottage wrote:

Hi all,

Can you help with contacting Packlink?

I received two e mails from them yesterday saying I have an unpaid invoice. My invoices are paid automatically every fortnight.

I received another this morning saying ignore the request as it was sent in error and they were having issues then an hour later, another request to pay.

I have contacted them twice through their website and have not had a reply.

I'm hoping that you have access to a direct communication link to them.

---

Hi cobwebcottage, thanks for your question.

I'm afraid we wouldn't be able to assist on that, and even if we could, I don't think they would discuss your account details with a 3rd party for privacy and security reasons. So, I would suggest contacting them again to see if they can assist you further with that. Sorry we are unable to assist further on this for you.

Thank you,

Marco

[lincolnshiremarine]

Good afternoon Kat

I can see that you have replied on the 11th Chat, thank you. 

I do not seem to get alerts anymore when someone has posted.

Best wishes 

[kat@ebay]

---

@lincolnshiremarine wrote:

Good afternoon Kat

Is there any further information reference my question last week with regards bulk edit changes for the new regulations regarding supplying manufacturers details on the listings.

Best wishes 

---

Hi @lincolnshiremarine ,

Yes there is. I did post it this morning in last weeks chat but you may not have had a change to see. I'll include it here.

 Please see the below steps for how to update your listings for the safety regulations.

How to include product safety information in your listings

1. Create a new listing or revise an existing listing.
2. Go to the Item disclosures section.
3. Select the toggle next to Product Safety.
4. Choose up to 4 Pictograms and up to 8 Statements.
5. You can also add Additional information (120 characters). The text field does not support URLs. If you want to add a link to more details, then you will need to update your item description.
6. If more pictograms or statements are required, you can add a picture to your listing to display the associated product safety information (pictograms and statements).
7. Once the listing is completed, the Safety Information will appear in the View Item page below the item description and above the seller information.

How to add product safety information to your listings in bulk

1. Create multiple new listings or select a group of existing listings to revise.
2. Use the check boxes on the right to select which listings you want to add product safety information to.
3. From the Bulk edit drop down, choose Item disclosures.
4. From the Item disclosures panel, select Product Safety.
5. Select Change to from the drop down.
6. Choose up to 4 Pictograms and up to 8 Statements.
7. You can also add Additional information (120 characters). The text field does not support URLs. If you want to add a link to more details, then you will need to update your item description.
8. If more pictograms or statements are required, you can add a picture to your listing to display the associated product safety information (pictograms and statements).
9. Once the listing is completed, the Safety Information will appear in the View Item page below the item description and above the seller information.

How to upload product documents

1. Create a new listing or revise an existing listing.
2. Go to the Item disclosures section.
3. Select the toggle next to Product documents.
4. Add up to 10 Product documents, selecting the type and language(s) for each one.

How to add product documents to your listings in bulk

1. Create multiple new listings or select a group of existing listings to revise.
2. Use the check boxes on the right to select which listings you want to add product safety documents to.
3. From the Bulk edit drop down, choose Item disclosures.
4. From the Item disclosures panel, select Product documents.
5. Select Change to from the drop down.
6. Add up to 10 Product documents, selecting the type and language(s) for each one.

 How to include manufacturer or EU responsible person contacts in your listings

1. Create a new listing or revise an existing listing.
2. Go to the Item disclosures section.
3. Select the toggle next to Product manufacturer.
4. Click + Add Product manufacturer to add contact information for 1 manufacturer.
5. If  your Product manufacturer is not based in the EU or Northern Ireland, you can also click + Add EU responsible person to add contact information for up to 5 responsible persons.

How to add manufacturer or EU responsible person contacts to your listings in bulk

1. Create multiple new listings or select a group of existing listings to revise.
2. Use the check boxes on the right to select which listings you want to add contact information to.
3. From the Bulk edit drop down, choose Item disclosures.
4. From the Item disclosures panel, select Product manufacturer.
5. Select Change to from the drop down.
6. Add the Product manufacturer contact information for 1 manufacturer.
7. If  your Product manufacturer is not based in the EU or Northern Ireland, when you have saved your Product manufacturer information, return to the Item disclosures panel and select EU responsible person.
8. You are able to add up to 5 EU responsible persons.

Thank you,

Kat

[cobwebcottage]

I understand that you can't discuss account details but is it possible to find out if it is a temporary glitch which will be fixed soon? 

I put a thread on the boards to see if anyone else has been affected but it looks like they haven't as there were no replies.

At the moment, I am still able to generate labels but I really do not want this to impact my account if it isn't resolved.

It is not helpful that they are not responding to my e mails.

[marco@ebay]

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@cobwebcottage wrote:

I understand that you can't discuss account details but is it possible to find out if it is a temporary glitch which will be fixed soon? 

I put a thread on the boards to see if anyone else has been affected but it looks like they haven't as there were no replies.

At the moment, I am still able to generate labels but I really do not want this to impact my account if it isn't resolved.

It is not helpful that they are not responding to my e mails.

---

Thanks for your reply, cobwebcottage. 

We don't have a portal we could access to check for issues or things like that, I'm afraid. I can try asking around to see if someone has heard of anything, but I cannot guarantee you that I'll find an answer, as they are a different company in the end of the day.

Thank you,

Marco

[ducatimondo]

I haven't posted here for a good while as I figured there is little point.

We ask for help and do not get it.

So I am posting here today for one reason only and I hate to bang the drum for the estimated delivery dates not working debacle, that eBay say is working as planned; It DOES NOT!!!!!!!!!

I actually think I have figured out part of why too.

There seems to be 2 different clocks running at eBay.

One clock in the UK where the buyer orders the item.

Then another in I would imagine California where eBay HQ is.

When we look at when the tracking shows we added tracking, the time stamps show around 8 hours before we do that, as it shows we are creating tracking numbers and shipping items at 2-3am???
So there is definitely something wrong with the clocks and how they are calculating the shipping dates and times from that.

So that will throw out the same day shipping cut off, as we have that set at 10am, then they order the parts anything upto 8 hours later, say upto 6pm and the eBay clock being wring still calculates that we will ship that day and not the next.

We actually have a customer that placed an order at 7.21pm on 9th September with the free economy delivery. That went out with Royal Mail 48 (2nd class post, which is not next day delivery)

So we can't even post that until 10th can we!!!

So we do post it on 10th and we get a message from the buyer yesterday on 17th saying the item is now 7 days behind the date we told them it will arrive!!

This is just a joke that is not funny and I am sick of taking the flack 20 times a day for items not arriving on time, when someone that does not know what they are doing are promising the impossible and making it MY fault!!

How can that be working at planned if the buyer is expecting the item to arrive the same day we send it?

I looked at the estimated delivery date shown to buyer by eBay and it said 11th-12th, with 2nd class post and what we can't post till 10th!!

Sick of this torture from buyers moaning about late deliveries when they are not!!
Also sick of wasting around 1 hour a day answering questions about the same thing, when eBay could just make it work or give us half a chance of achieving what we are trying to by not misleading buyers with shorter estimated delivery dates than are actually possible.

I half expect this post to be deleted for asking the same thing that has been asked before.

If it does, it does, why should I care any more as it definitely seem that no one at eBay gives a monkey's about figuring out why we ask about it so much!!

Cheers

Russ

[dave@ebay]

---

@ducatimondo wrote:

I haven't posted here for a good while as I figured there is little point.

We ask for help and do not get it.

So I am posting here today for one reason only and I hate to bang the drum for the estimated delivery dates not working debacle, that eBay say is working as planned; It DOES NOT!!!!!!!!!

I actually think I have figured out part of why too.

There seems to be 2 different clocks running at eBay.

One clock in the UK where the buyer orders the item.

Then another in I would imagine California where eBay HQ is.

When we look at when the tracking shows we added tracking, the time stamps show around 8 hours before we do that, as it shows we are creating tracking numbers and shipping items at 2-3am???
So there is definitely something wrong with the clocks and how they are calculating the shipping dates and times from that.

So that will throw out the same day shipping cut off, as we have that set at 10am, then they order the parts anything upto 8 hours later, say upto 6pm and the eBay clock being wring still calculates that we will ship that day and not the next.

We actually have a customer that placed an order at 7.21pm on 9th September with the free economy delivery. That went out with Royal Mail 48 (2nd class post, which is not next day delivery)

So we can't even post that until 10th can we!!!

So we do post it on 10th and we get a message from the buyer yesterday on 17th saying the item is now 7 days behind the date we told them it will arrive!!

This is just a joke that is not funny and I am sick of taking the flack 20 times a day for items not arriving on time, when someone that does not know what they are doing are promising the impossible and making it MY fault!!

How can that be working at planned if the buyer is expecting the item to arrive the same day we send it?

I looked at the estimated delivery date shown to buyer by eBay and it said 11th-12th, with 2nd class post and what we can't post till 10th!!

Sick of this torture from buyers moaning about late deliveries when they are not!!
Also sick of wasting around 1 hour a day answering questions about the same thing, when eBay could just make it work or give us half a chance of achieving what we are trying to by not misleading buyers with shorter estimated delivery dates than are actually possible.

I half expect this post to be deleted for asking the same thing that has been asked before.

If it does, it does, why should I care any more as it definitely seem that no one at eBay gives a monkey's about figuring out why we ask about it so much!!

Cheers

Russ

---

Hi @ducatimondo 

Its been a while, I hope you're keeping well. 

We do our best to help where we can but depending on the ask it might not be something we can help with.  EDDs unfortunately fall like that, we cant change how these are calculated. I will as always send your feedback on to the shipping team to review. 

We do have servers in different countries so there is the possibility that it shows local time to where its based. I'll ask for this to be looked into and updated if possible. 

Thanks,

Dave

[marco@ebay]

Hi cobwebcottage,

I've managed to find an aswer on this actually. Apparently it was a tech issue from packlink's end, but it was corrected already. It is of my understanding that they also sent an email afterwards to clarify the situation. That's all the information I could find for the moment, I hope this helps.

Thank you,

Marco