Weekly Chat with the eBay Community Team- 18.10.23 @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

[anita@ebay]

---

@ducatimondo wrote:

About 2 weeks ago, I asked for the contact details of your VAT department in the weekly chat.

I instead got a link to the generic "help your self" contact us page.

Can I have the contact information for your VAT department please.

Thanks 

Russ

---

Hi @ducatimondo , thanks for your post.

I can confirm that this is the correct way to contact our VAT team via Help & contact page here, just scroll down at the bottom of the page > Contact us. There is no specific email address or other way of contacting them.

Thanks,

Anita

[ak_craft_crazy]

Please can i offer 2 suggestions in order to improve the selling experiance on eBay.

1. Please allow us to send invoices over eBay for when buyers want to upgrade the postage after they have checked out. We get loads of messages from customers asking for the postage to be upgraded once they have made a purchsase but we are unable to send them a invoice through eBay to facilitate their request.

2. Please allow us to flag messages in the "new message" system so that these can easily been seen. As you could do this with the old style message system but this new one doesn't allow flagging or mark unread for messages now.

Thanks

[marco@ebay]

---

@lincolnshiremarine wrote:

Hi marco@ebay

It was a small plastic part they wanted to buy for an outboard engine (Marine trade) I double checked this on was global shipping. 

The ebay advisor told me via on line chat, the new company is getting more restrictive sending items overseas.  I find it very strange that I am getting customers message me about items they cannot buy via Global shipping when they use to.  

Please confirm if the shipping company has changed the policy.

Is it the description listing they are under now, since you changed them, that is the issue?

Thanks 

---

Thanks for your reply, lincolnshiremarine.

This can depend from time to time based on the type of item or category, it would also depend on sizes or weights, as you may know there are certain limits for the item to be eligible.

If you confirm the item number, I can take a look and get back to you here once I have an update.

Thank you,

Marco

[messier44000]

To almost repeat reply No1.

Also an issue with GSP. A buyer from the USA can not purchase.

I have checked my excluded countries and USA is not one of them. Yet USA does 

not appear in the choice of country drop down menu on postage.

The package is less than 200g and large letter.

[marco@ebay]

---

@ducatimondo wrote:

---

marco@ebay wrote:

---

@ducatimondo wrote:

What is an epid?

Cheers

Russ

---

Hi ducatimondo, thanks for your post.

That would be a product ID number, esentially speaking. It means eBay product ID.

Thank you,

Marco

---

Welcome back Marco,

Thank you for your reply.

Is that like a product identifier then, so if 2 items have the same epid, then eBay consider them to be the same item?

Thanks

Russ

---

Thank you, ducatimondo. 

Yes, that is the number linked to our catalog.  Unless the seller selects the same item from our catalog, the numbers would be different, but that would be the seller's responsibility when entering the correct details.

Thanks,

Marco

[ducatimondo]

---

katie@ebay wrote:

---

@ducatimondo wrote:

Are eBay planning on joining in with Black Friday this year?

Cheers

Russ

---

Hi Russ,

Over that weekend, from Black Friday to Cyber Monday there will be offers across the site. 

I don't have the specifics and there will be a wide range for both buyers and sellers.

The best thing to do here is to ensure your communication preferences are set up to allow emails of this kind.

Thanks,

Katie 

---

Hi Katie,

Thank you for your reply.

I wasn't asking what sellers are doing, I was asking if eBay are joining in the black friday sales.

Considering it is next month, I don't think I am jumping the gun by asking if eBay are taking part in the largest sale event of the year.

Are eBay joining in this year?

Thanks

Russ

[marco@ebay]

Thanks for your reply, angied19753. 

Glad to hear it is working ok for you now, if you need further assistance, please let us know.

Thank you,

Marco.

[anita@ebay]

---

@goingfishinguk wrote:

Good afternoon.

I've asked the question here https://community.ebay.co.uk/t5/Business-Seller-Board/eBay-Search/m-p/7496734#M301958 and got a reply from Anita, thank you.  However this reply unfortunately is not accurate, or in theory may be accurate but the evidence is telling a different story.

So again may I ask is the search function as it is (or has been recently) working as designed or is it broken and glitchy? 

The main reason I ask as if it's the former, i.e. working as eBay want it to then it's pointless trying to grow a business on eBay or even have one as the above thread proves time after time eBay are currently hiding up to 96% of possible listings for search queries.  A lot of this is down to the lowest price cut off appearing to be at the £40 mark.  So if you are selling items less than £40 you are at a huge disadvantage.  Like I said many detailed experiments have been conducted and the conclusive proof is clear - eBay are hiding massive amounts of PAID FOR listings.

So please for the sake of mine and many other's mental health, wellbeing and businesses can we have a truthful answer because me for one am rather exhausted banging my head against the eBay wall trying to find out why my business is failing again.  Like I've said, I've watched all the videos, done all the hoop jumping and done it all again.  It does not work.  My sales are dropping week on week and now next to nothing.  These are NOT market forces at play here, this is eBay doing 'something' to stop my listings being seen or caps placed on my account.  Like I said I respect the sentiment but the evidence totally contradicts it.  

Many thanks.

---

Hi goingfishinguk, thanks for your post.

I want to confirm, that there is currently no known technical issues in relation to the search function. However, I have read this thread and sent the information to the relevant teams.

If I do hear back from them, I will update the thread.

Thanks,

Anita

[marco@ebay]

---

@ak_craft_crazy wrote:

Please can i offer 2 suggestions in order to improve the selling experiance on eBay.

1. Please allow us to send invoices over eBay for when buyers want to upgrade the postage after they have checked out. We get loads of messages from customers asking for the postage to be upgraded once they have made a purchsase but we are unable to send them a invoice through eBay to facilitate their request.

2. Please allow us to flag messages in the "new message" system so that these can easily been seen. As you could do this with the old style message system but this new one doesn't allow flagging or mark unread for messages now.

Thanks

---

Thanks for your input, ak_craft_crazy.

I will pass this on, so this can be taken into consideration for future updates. Any other ideas that you may have, please let us know.

Thank you,

Marco

[lincolnshiremarine]

Here is the item number: 203065552381.

They are several other items that people cannot buy via Global shipping but I cannot find the messages to provide you the item numbers.

I am wondering now that ebay have changed some of the item categories, this has caused the issue to send overseas.  Not all items we sell are heavy and big items and will fit in small boxes.

As said never had any issues before, but sales are down to overseas customers, and customers are letting me know they cannot buy them via the Global shipping.  We always had the protection of Global shipping when sending items.

Something has happened and we really need some expert help on this and not the standard reply from Ebay.  We have been with ebay for 16 years, and never have we had sales so bad as now.

Come on ebay help your sellers out please.  We want to sell to customers.

Thank you for your time.

[katie@ebay]

---

@ak_craft_crazy wrote:

Hi,

Im sorry to bring this up again and again along with a large number of sellers but the estimated delivery dates on orders are highly innaccurate and give buyers false promises. You keep saying that the EDD dynamic system is working but it is not working at all, you also say it is working as designed if this is the case the design is flawed and giving sellers a bad reputation.

A recent expample of this is an order that was placed on my store at 19:27hrs on the 12th October (thursday) the purchase was for some personalised ribbon and i have this set to a 2 working day dispatch time (not a 1-2 working day but 2 working days as per the drop down box you allow)

So this meant this order was to be dispatched on the 16th October, this is showing as correct on this order. However the estimated deliery dates you have shown to the buyer is 16th - 19th October, How on earth is this possible to show the 1st delivery date as the same day dispatch. The postage is set to 2nd class which Royal Mail say is a 2-3 working day service so the 16th and 17th should not have been included. ( please see screenshot provided)

You have basically told the buyer they could get the ribbon the same day as dispatched now this would only be possible using a same day courier something which you do not even offer on a drop down box for postage service.

Now please stop denying that the EDD system is broke and just admit you messed up and fix it, you will get alot more people coming back to selling and buying if realistic dates are given.

---

Hi @ak_craft_crazy,

Thank you for your question.

In these situations it is the dynamic aspect of EDD's that is causing this range from the 16th to the 19th. 

It is taking into consideration performance, in this case when you dispatch an item, the buyers' location, the courier etc.

There is no technical issue at play here and we want to show buyers a dynamic delivery that uses all the information at eBay's disposal.

Thanks,

Katie 

[ducatimondo]

---

anita@ebay wrote:

---

@ducatimondo wrote:

About 2 weeks ago, I asked for the contact details of your VAT department in the weekly chat.

I instead got a link to the generic "help your self" contact us page.

Can I have the contact information for your VAT department please.

Thanks 

Russ

---

Hi @ducatimondo , thanks for your post.

I can confirm that this is the correct way to contact our VAT team via Help & contact page here, just scroll down at the bottom of the page > Contact us. There is no specific email address or other way of contacting them.

Thanks,

Anita

---

Hi Anita,

Thank you for your reply.

That does not work!!

All you get is the automated bot pop up on the sidebar that does not help anything.

Do I need to remind you of your obligations as a company registered in England under several pieces of legislation that you are obligated to provide contact information prior to the incpetion of any contract or contractual obligation being in place.
I have been shrugged off that "it works and we are not changing it", like I have been flicked off the table such as a pea that has dropped off someone's dinner plate.

I would like the contact information for the VAT department, please provide this.

Thank you

Russ

[marco@ebay]

---

@lincolnshiremarine wrote:

Here is the item number: 203065552381.

They are several other items that people cannot buy via Global shipping but I cannot find the messages to provide you the item numbers.

I am wondering now that ebay have changed some of the item categories, this has caused the issue to send overseas.  Not all items we sell are heavy and big items and will fit in small boxes.

As said never had any issues before, but sales are down to overseas customers, and customers are letting me know they cannot buy them via the Global shipping.  We always had the protection of Global shipping when sending items.

Something has happened and we really need some expert help on this and not the standard reply from Ebay.  We have been with ebay for 16 years, and never have we had sales so bad as now.

Come on ebay help your sellers out please.  We want to sell to customers.

Thank you for your time.

---

Thank you, lincolnshiremarine.

I will pass that item number for review, and I will post back here to provide you with an update once I get one.

Thank you,

Marco

[ak_craft_crazy]

Hi Katie thank you for your response.

Ignore the EDD now, please use common sense when answering this question.

An item due for dispatch on the 16th October sent via 2nd class delivery is it possible for it to arrive on the same day?

[ducatimondo]

---

marco@ebay wrote:

---

@ducatimondo wrote:

---

marco@ebay wrote:

---

@ducatimondo wrote:

What is an epid?

Cheers

Russ

---

Hi ducatimondo, thanks for your post.

That would be a product ID number, esentially speaking. It means eBay product ID.

Thank you,

Marco

---

Welcome back Marco,

Thank you for your reply.

Is that like a product identifier then, so if 2 items have the same epid, then eBay consider them to be the same item?

Thanks

Russ

---

Thank you, ducatimondo. 

Yes, that is the number linked to our catalog.  Unless the seller selects the same item from our catalog, the numbers would be different, but that would be the seller's responsibility when entering the correct details.

Thanks,

Marco

---

Thank you for your reply Marco.

You seem to have added confusion where it needed not exist.

A simple yes or no was what I was looking for.

Is the product the same, according to eBay, if 2 or more different listings have the same epid?

Yes or no?

Thank you

Russ

[katie@ebay]

---

@ducatimondo wrote:

---

katie@ebay wrote:

---

@ducatimondo wrote:

Are eBay planning on joining in with Black Friday this year?

Cheers

Russ

---

Hi Russ,

Over that weekend, from Black Friday to Cyber Monday there will be offers across the site. 

I don't have the specifics and there will be a wide range for both buyers and sellers.

The best thing to do here is to ensure your communication preferences are set up to allow emails of this kind.

Thanks,

Katie 

---

Hi Katie,

Thank you for your reply.

I wasn't asking what sellers are doing, I was asking if eBay are joining in the black friday sales.

Considering it is next month, I don't think I am jumping the gun by asking if eBay are taking part in the largest sale event of the year.

Are eBay joining in this year?

Thanks

Russ

---

Hi Russ,

Sorry if my first answer wasn't clear, eBay will be supporting sellers with promotions.

As eBay doesn't house any inventory all Black Friday sales would run through sellers, some can have assistance from eBay but I don't have the details.

In terms of eBay fees and free listing promotions I do not have information if there will be any. Traditionally there has been. We like to promote this beforehand so if I get any details on this I'll do my best to share in advance of the weekend.

Thanks,

Katie 

[anita@ebay]

---

@messier44000 wrote:

To almost repeat reply No1.

Also an issue with GSP. A buyer from the USA can not purchase.

I have checked my excluded countries and USA is not one of them. Yet USA does 

not appear in the choice of country drop down menu on postage.

The package is less than 200g and large letter.

---

Hi @messier44000, thanks for your post. 

The are some items that are restricted or prohibited, see here.

If the item meets all criteria and isn’t on the restricted list, can you please share the item number, so we can take a further look.

Thanks,

Anita

[messier44000]

161476479701

[marco@ebay]

---

@ducatimondo wrote:

---

marco@ebay wrote:

---

@ducatimondo wrote:

---

marco@ebay wrote:

---

@ducatimondo wrote:

What is an epid?

Cheers

Russ

---

Hi ducatimondo, thanks for your post.

That would be a product ID number, esentially speaking. It means eBay product ID.

Thank you,

Marco

---

Welcome back Marco,

Thank you for your reply.

Is that like a product identifier then, so if 2 items have the same epid, then eBay consider them to be the same item?

Thanks

Russ

---

Thank you, ducatimondo. 

Yes, that is the number linked to our catalog.  Unless the seller selects the same item from our catalog, the numbers would be different, but that would be the seller's responsibility when entering the correct details.

Thanks,

Marco

---

Thank you for your reply Marco.

You seem to have added confusion where it needed not exist.

A simple yes or no was what I was looking for.

Is the product the same, according to eBay, if 2 or more different listings have the same epid?

Yes or no?

Thank you

Russ

---

Hi ducatimondo,

I said yes above, so if the items have the same epid number in the catalog, then it would be the same item.

Thank you,

Marco

[ducatimondo]

---

anita@ebay wrote:

---

@goingfishinguk wrote:

Good afternoon.

I've asked the question here https://community.ebay.co.uk/t5/Business-Seller-Board/eBay-Search/m-p/7496734#M301958 and got a reply from Anita, thank you.  However this reply unfortunately is not accurate, or in theory may be accurate but the evidence is telling a different story.

So again may I ask is the search function as it is (or has been recently) working as designed or is it broken and glitchy? 

The main reason I ask as if it's the former, i.e. working as eBay want it to then it's pointless trying to grow a business on eBay or even have one as the above thread proves time after time eBay are currently hiding up to 96% of possible listings for search queries.  A lot of this is down to the lowest price cut off appearing to be at the £40 mark.  So if you are selling items less than £40 you are at a huge disadvantage.  Like I said many detailed experiments have been conducted and the conclusive proof is clear - eBay are hiding massive amounts of PAID FOR listings.

So please for the sake of mine and many other's mental health, wellbeing and businesses can we have a truthful answer because me for one am rather exhausted banging my head against the eBay wall trying to find out why my business is failing again.  Like I've said, I've watched all the videos, done all the hoop jumping and done it all again.  It does not work.  My sales are dropping week on week and now next to nothing.  These are NOT market forces at play here, this is eBay doing 'something' to stop my listings being seen or caps placed on my account.  Like I said I respect the sentiment but the evidence totally contradicts it.  

Many thanks.

---

Hi goingfishinguk, thanks for your post.

I want to confirm, that there is currently no known technical issues in relation to the search function. However, I have read this thread and sent the information to the relevant teams.

If I do hear back from them, I will update the thread.

Thanks,

Anita

---

Hi Anita,

Thank you for help in regard to this matter.

If there is nothing wrong with the search, why can I not find my own items listed on eBay?

I have also been discussing the search, that it does not work at all in some of the other threads.

The technical team are clearly working on something in the background as sometimes is sort of works, badly, but other times it does not work at all.

Please can you find out what they are actually doing, rather than the normal "we are not aware on any issues" cut and paste.

Any information you can find will be helpful.

Thank you 

Russ