Weekly Chat with the eBay Community Team- 21.08.24 @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

[krafty-kreations]

Is there any planned incentives or offers for business sellers who have always registered properly over the Christmas period? 

[marco@ebay]

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@custom-giftsuk wrote:

Hi, is it allowable to ask buyers to contact you outwith eBay to provide information on the sale (ie ask buyers NOT to contact you through eBay but instead provide a different method of communication outwith eBay)?

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Hi custom-giftsuk, thanks for your question.

If you click here, you can see out member-to-member contact policy, so you can see what's allowed and what's not allowed.

Thank you,

Marco

[marco@ebay]

That's no problem, noslek.

I once I have further information on this, I will let you know.

Thank you,

Marco

[dave@ebay]

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@tressygirl wrote:

Hi All,

Saw this answer earlier today, is this true ?

' For any unjustified negative left there may be a chance for Customer Services to remove it,  but if the member leaves a follow up feedback,  the negative feedback will not be removed'.

Is this true, I've never heard of this.

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Hi @tressygirl,

As far as I am aware leaving a follow up comment wouldn't stop the feedback from being removed if it qualified for removal. 

I'll reach out to customer support to confirm this. Where did you see the comment saying it would not be removed?

Thanks,

Dave

[kat@ebay]

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@bobsbrickstuff wrote:

Please can we get international tracked on the buy labels page - there is currently only international tracked and signed, which is more expensive. Also the option to insure above £50 is missing, in those cases I have to go to the Royal Mail website to order labels, which is much slower than buying directly from the Orders page!

(Although after a couple of years of asking, international postage still won’t print correctly on 6 x 4 shipping labels…)

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Hi @bobsbrickstuff ,

Thank you for this, regarding the international tracked I'll send forward as feedback to the shipping team for a future enhancement.  

Was the option to insure above £50 originally there and is now missing?

Thank you,

Kat

[tressygirl]

Oh Crumbs Dave, where exactly I cannot remember,  it was an answer given today  on the boards,  maybe from a post from yesterday but no older,  in response to a question a poster was asking why their Justified neg was not removed.

The poster had left a follow up.

[kat@ebay]

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@pg_kicks wrote:

Double post as you can't ask 2 questions, is there a link to book into seminars/workshops at the open event please, there was a link last year but myself and many others didn't know/couldn't find it so missed out on some which may have been helpful.

thanks 

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Hi @pg_kicks ,

I'll follow up on this to see if there is a option to book into the seminars/workshops and come back to you.

Thank you,

Kat

[tressygirl]

Sorry should have added to the feedback question,  I didn't believe this could be the case,  no reasonable reason for it to be so,  but just needed clarification, in case I see it repeated anywhere.

[bobsbrickstuff]

Hi, thanks. The option to increase the insurance has never been anywhere that I've seen over the years. I've looked around the order posting page quite a bit a few times in case I've missed it, but never seen anything.

[marco@ebay]

Hi  returns_andexdisplay, thanks for your question.

We cannot discuss other accounts matter, I'm afraid. 

Thank you,

Marco

[marco@ebay]

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@krafty-kreations wrote:

Is there any planned incentives or offers for business sellers who have always registered properly over the Christmas period? 

---

Hi krafty-kreations, thanks for your question.

As far as I know, there is nothing in place at the moment. If anything changes, we will let users know as usual.

Thank you,

Marco

[kat@ebay]

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@bobsbrickstuff wrote:

Hi, thanks. The option to increase the insurance has never been anywhere that I've seen over the years. I've looked around the order posting page quite a bit a few times in case I've missed it, but never seen anything.

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Thanks @bobsbrickstuff ,

Just needed to clarify that part. I know there isn't any planned changes right now with it but I'll include to share as feedback with the international tracked option.

Thank you,

Kat

[custom-giftsuk]

IYou are buying the service only - not a product (the item is free). This affects your rights to a refund should your item get lost in transit. We DO NOT OFFER REFUNDS due to shipping delays.  Standard returns policy / the eBay money back guarantee does not apply or cover the item included. 

I've cut down the text to remove the identifying seller

Would this be allowable under eBay rules?

[dave@ebay]

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@pg_kicks wrote:

Hope you are all well.

I raised this question a few months ago but the issue is even more prevalent and nothing has come from it.

When we raise issues or complaints via this forum if they are seen by eBay staff we are told they are passed onto the department but they do not take inward communication, once again I ask is there any chance managers from these departments can join the weekly chat so we can direct question to them, can reply with any queries they have and actually help eBay make their site run better.

i was told this was passed to the relevant team last time but since then I have spoken to managers in shipping, finance and AGS and all have said it's a good idea but they've never been approached, so it seems whomever it was passed onto didn't do much of anything.

Alternatively does eBay ever plan any open forums with its customers (sellers) where we can actually help improve the site as like I mentioned the board is great but issues are still around weeks, months and even years after they have been raised and passed to the team.

thanks 

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Hi @pg_kicks 

All good here thanks, I hope you're keeping well.

When we send feedback on to different teams it can go through a number of different channels. Some of theses teams are quite big so its possibly the case that person you spoke to wasn't involved with the decision making for theses issues. 

We run seller feedback and council sessions were we invite sellers in to the office or similar location where the can discuss selling across the site with different teams and management. It can however take some time for any changes that come from these sessions to show on site. Changes need to go through planning, legal, technical and implementation teams before they can start to be worked into the site itself. 

Thanks,

Dave

[dave@ebay]

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@tressygirl wrote:

Oh Crumbs Dave, where exactly I cannot remember,  it was an answer given today  on the boards,  maybe from a post from yesterday but no older,  in response to a question a poster was asking why their Justified neg was not removed.

The poster had left a follow up.

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No worries @tressygirl 

I just want to see if the info came from CS or just someone on site. 

I'll get clarification regardless.

Thanks,

Dave

[pg_kicks]

Thanks for the reply Dave.

How do you get invited into these council sessions? I dont want to big myself up but there cant be many sneaker sellers who have the number of listings I have, 100% feedback, TRS all the things eBay want, I've even been upgraded to the concierge service yet I've never been asked, and I know from the sneaker community none of they have either, as this is a department eBay are trying to break into surely big sellers from that department should be asked for feedback, thats simple business sense.

I understand that it might not be given to the correct person/high enough but the gent you passed my number onto regarding the EDD (which is still incorrect) said it was a great idea and he'd love to do it, he seemed pretty high that he claimed any issues he could fix. If feedback goes above his head then we have a serious issue as that means the serious managers on eBay know of the issues and ignore them, either way its not exactly a good look for eBay, the feedback is either given to managers too low who have no say or too high and dont care. Hopefully this will be fed to the correct person this time so we can all work together to fix the sinking site that is eBay.

[tressygirl]

Aaah  no, not from CS  ,  an answer from another member on the boards.

[returns_andexdisplay]

I am not asking to discuss other peoples accounts. I am asking why private sellers who are being told to register as a business are getting reward with free shops and final value fees? Yet business who do the right thing seem to be getting nothinng.  

Not a great message from ebay towards business that try to support the site. 

[dave@ebay]

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@pg_kicks wrote:

Thanks for the reply Dave.

How do you get invited into these council sessions? I dont want to big myself up but there cant be many sneaker sellers who have the number of listings I have, 100% feedback, TRS all the things eBay want, I've even been upgraded to the concierge service yet I've never been asked, and I know from the sneaker community none of they have either, as this is a department eBay are trying to break into surely big sellers from that department should be asked for feedback, thats simple business sense.

I understand that it might not be given to the correct person/high enough but the gent you passed my number onto regarding the EDD (which is still incorrect) said it was a great idea and he'd love to do it, he seemed pretty high that he claimed any issues he could fix. If feedback goes above his head then we have a serious issue as that means the serious managers on eBay know of the issues and ignore them, either way its not exactly a good look for eBay, the feedback is either given to managers too low who have no say or too high and dont care. Hopefully this will be fed to the correct person this time so we can all work together to fix the sinking site that is eBay.

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Hi @pg_kicks 

The team that run these sessions will have some requirements that the base the invitations on. I don't unfortunately know what they are as the change depending on what the team are looking for at the time. 

I actually spoke to James after you spoke to him and he mentioned the suggestion. My understanding of it was it was brought to the team and they unfortunately wouldn't have the bandwidth to handle the extra ask. We speak to the shipping guys most days through the different channels here and we have a weekly catch up with them to discuss any concerns or feedback comes through the community. I can guarantee that all feedback goes to the correct person. 

Thanks,

Dave

[kat@ebay]

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kat@ebay wrote:

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@pg_kicks wrote:

Double post as you can't ask 2 questions, is there a link to book into seminars/workshops at the open event please, there was a link last year but myself and many others didn't know/couldn't find it so missed out on some which may have been helpful.

thanks 

---

Hi @pg_kicks ,

I'll follow up on this to see if there is a option to book into the seminars/workshops and come back to you.

Thank you,

Kat

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Hi @pg_kicks ,

Just following up on this question regarding option to book seminars/workshops at the eBay open.  No pre -booking is required for sessions this year. We would suggest to arrive 5-10 minutes at the room ahead of talks to get a seat and enjoy the day.

Thank you,

Kat