Weekly Chat with the eBay Community Team- 21.01.26 @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. 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

[a45heaven]

14.26 and no posts to the Weekly Chat - has it been disbanded now and the users were forgotten to be informed?

[dave@ebay]

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@a45heaven wrote:

14.26 and no posts to the Weekly Chat - has it been disbanded now and the users were forgotten to be informed?

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Hi @a45heaven 

We're here as usual, I guessing nobody has anything for us this week...

Thanks,

Dave

[johannadee]

Hello all,

Since yesterday, every time I open an item listing, my own or anyone else's, the display is corrupted. I see a vertical strip of thumbnail photos down the left side of the screen, below which the photos are repeated in a supersized strip, again down the left. Below that come the item specifics, again in a strip down the left. Finally, at the bottom the description is displayed normally. I have updated my browser - I am using Firefox and Windows 10 - and restarted my laptop, but it's made no difference. I have tried on Chrome and iitems open correctly, so it seems to be a compatability issue with Firefox, but I don't like Chrome and I really want it to work properly on Firefox. I haven't seen any other reports of this issue but I'm sure it can't just be me.

Could you please refer this to the Tech guys to see what can be done.

Thank you.

[kat@ebay]

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@johannadee wrote:

Hello all,

Since yesterday, every time I open an item listing, my own or anyone else's, the display is corrupted. I see a vertical strip of thumbnail photos down the left side of the screen, below which the photos are repeated in a supersized strip, again down the left. Below that come the item specifics, again in a strip down the left. Finally, at the bottom the description is displayed normally. I have updated my browser - I am using Firefox and Windows 10 - and restarted my laptop, but it's made no difference. I have tried on Chrome and iitems open correctly, so it seems to be a compatability issue with Firefox, but I don't like Chrome and I really want it to work properly on Firefox. I haven't seen any other reports of this issue but I'm sure it can't just be me.

Could you please refer this to the Tech guys to see what can be done.

Thank you.

---

Hi @johannadee ,

It looks to be browser related rather then eBay as it works when we check the view through Chrome. Can you try deleing cache and cookies on the browser to see if that helps with the view.

Thank you,

Kat

[ak_craft_crazy]

Good Afternoon,

I have had an issue recently where i have been unable to send messages to some buyers. It is every buyer but only a handful some new buyers and some repeat buyers. 

I have had to message them due to personalisation details on their order missing however i just get a messages saying "send message failed, please try again". I got in contact with customer care via chat and they had me try a few things for example clear cache, try different browser  etc but still had the same issue.

They then passed me to someone from a "specialised department" who could help. 

I have attached there response, firstly they said my query was about shipping and then just told me i can only communicate with buyers via messages and then ended the chat. This was all done within 20/30 seconds not allowing me to respond which i found very rude indeed.

I had asked the first agent how i could contact a buyer as the email address is an ebay generated one and from previous experience the customer never receives this email as you always stop it. 

So why are we only able to contact buyers via ebay messages? Can this issue be raised? and also not being able to contact a buyer leaves us both in limbo as they are wondering what is going on and we cannot message them which will lead to either late dispatch or cancelled order both of which go against my seller metrics.

Thanks

[marco@ebay]

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@ak_craft_crazy wrote:

Good Afternoon,

I have had an issue recently where i have been unable to send messages to some buyers. It is every buyer but only a handful some new buyers and some repeat buyers. 

I have had to message them due to personalisation details on their order missing however i just get a messages saying "send message failed, please try again". I got in contact with customer care via chat and they had me try a few things for example clear cache, try different browser  etc but still had the same issue.

They then passed me to someone from a "specialised department" who could help. 

I have attached there response, firstly they said my query was about shipping and then just told me i can only communicate with buyers via messages and then ended the chat. This was all done within 20/30 seconds not allowing me to respond which i found very rude indeed.

I had asked the first agent how i could contact a buyer as the email address is an ebay generated one and from previous experience the customer never receives this email as you always stop it. 

So why are we only able to contact buyers via ebay messages? Can this issue be raised? and also not being able to contact a buyer leaves us both in limbo as they are wondering what is going on and we cannot message them which will lead to either late dispatch or cancelled order both of which go against my seller metrics.

Thanks

---

Hi ak_craft_crazy, thanks for your message.

I'm sorry to hear you didn't have a good experience, I will make sure to pass on your feedback around this to prevent this from happening again to you or any other user. Regarding the issue your flagging, I'll be happy to report this for you no problem, but could you please share 1 or 2 examples with me where this happened, so I can report it to our technical team?

Thank you,

Marco

[johannadee]

Thank you, Kat.

That seems to have fixed it.

I should have asked here first before spending time going around in circles. Age is my excuse!

Kind regards.

[ak_craft_crazy]

Hi Marco,

Yes no problem here is a screenshot of the error i am getting.

Like i said there is no theme to which buyers i can and cannot message, but the ones i cannot even trying the day after the same issue is there.

It has happened around 5/6 times in the passed few weeks.

Thanks

[kat@ebay]

Not to worry @johannadee. Glad it resolved it for you.

Thank you,

Kat

[marco@ebay]

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@ak_craft_crazy wrote:

Hi Marco,

Yes no problem here is a screenshot of the error i am getting.

Like i said there is no theme to which buyers i can and cannot message, but the ones i cannot even trying the day after the same issue is there.

It has happened around 5/6 times in the passed few weeks.

Thanks

---

Thanks for that, ak_craft_crazy.

If you could confirm 1 or 2 item numbers as well, that'd be brilliant, so I can get that reported for you straight away.

Thank you,

Marco

[ducatimondo]

Good afternoon Team,

Is eBay every going to do anything about the duplicate listings.

I know this horse has well and truly been flogged, but these sellers are now taking the mickey on a level that is truly eye watering.

So much that eBay could easily catch some heat from the Competition and Markets Authority , as there is blatantly one set of rules for some and another for others!!

eBay's complete disregard for doing anything about it for about 8 years has only let the issue continue to worsen.

This link is one example of probably hundreds of thousands of cases that need addressing; they are all the same thing, so why do they get away with hundreds of duplicates??

https://www.ebay.co.uk/sch/i.html?_dkr=1&iconV2Request=true&_blrs=recall_filtering&_ssn=wilsonracepe...

Ta!
Russ

[dave@ebay]

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@ducatimondo wrote:

Good afternoon Team,

Is eBay every going to do anything about the duplicate listings.

I know this horse has well and truly been flogged, but these sellers are now taking the mickey on a level that is truly eye watering.

So much that eBay could easily catch some heat from the Competition and Markets Authority , as there is blatantly one set of rules for some and another for others!!

eBay's complete disregard for doing anything about it for about 8 years has only let the issue continue to worsen.

This link is one example of probably hundreds of thousands of cases that need addressing; they are all the same thing, so why do they get away with hundreds of duplicates??

https://www.ebay.co.uk/sch/i.html?_dkr=1&iconV2Request=true&_blrs=recall_filtering&_ssn=wilsonracepe...

Ta!
Russ

---

Hi @ducatimondo 

Thanks for the above I'll send it over to the policy team to review. 

I absolutely understand your frustration on this one. I know it's something we have spoken about on length back when I was on the Fitment Team. 

I obviously can't make any assumptions on the Competition and Markets Authority, but I can assure you we take every report seriously and the responsible teams do take the relevant action based on any reports they receive. 

Thanks,

Dave