💬 Weekly Chat with the eBay Community Team- 22.03.23 @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 kat@ebay , dave@ebay  and katie@ebay . Between us, we have knowledge in Buying, Selling, ProTrader, Fulfilment, Parts & Accessories, 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

[berylthebear]

Hi Dave - I know the process is beyond eBay's control, I've been told that repeatedly by customer service advisors.

What I don't understand is why eBay would set up a policy which allows a third party arbitrarily take ownership of an item that a user has legitimately won, without explanation, or any mechanism by which the problem can be redressed.

I think it's just a rotten way to treat users, especially given the obfuscation of the customer services advisors. If someone had to said to me at the outset that the item now belonged to a third party, or given me contact details for the third party, or in any way told me the truth, then I'd be disappointed, certainly, but I wouldn't be as angry as I am with eBay. I don't like being given the runaround from an eBay customer services representative! I don't blame them, actually, I think it's down to the corporate culture of the organisation. Basically, I think allowing any item to be subject to a 'hostile takeover bid' by Pitney Bowes is a really, really lousy set up from a user's point of view. And although eBay can claim plausible deniability once the 'retricted' label has been applied, eBay is completely repsonisible for creating the situation in which a user can be this shoddily treated. Allowing for errors to be rectified - such as the mistake in the packaging of my item - is a matter of basic human courtesy. It amazes me that it should not also be a factor in eBay's International Shipping scheme.   

[kezyboy0_2]

ok thank you so much. I,ll do that right away. Thanks again

[kat@ebay]

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@simas-stuff wrote:

 'as their system doesn't provide a proof of posting we have no way of verifying this.' 

Their system does provide a proof of posting, I have thousands of them in my desk draw, which when I show to an ebay rep they refuse to acknowledge it.  

You also have no evidence that my items were not posted on time.  Once again I will state that I do have the evidence and have attached a photo to prove it.

Whenever I speak with an ebay rep on chat they always so how happy they are that we have been a great and loyal seller on ebay and how good it is that we are top rated etc etc etc, but ask them to accept some evidence that we have done what we said we have and dispatched our items within the stated time limits and suddenly we cannot be trusted or believed! 

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Hi @simas-stuff 

I understand what your are advising by way of proof of postage . However eBay can only use independent information that can be found on a tracking number. Anything outside of that we cannot use so these receipts cannot be used.

Thank you,

Kat

[dave@ebay]

---

@gt_preloved wrote:

Hi eBay team,

What (if anything) is being done about the feedback review system now that the CS reps no longer have the ability to update feedback themselves?

I have been chasing the removal of a negative feedback on my account for weeks and each time I'm told someone will get back to me within 48 hours but it never happens.

In this case, the buyer was an infrequent ebay user and so missed the deadline to accept my feedback revision request.

The buyer has confirmed over ebay messaging their feebdack was incorrect and they are happy with the item, but they have no ability to revise their feedback any more.

My initial request to eBay to remove the feedback was denied with no reason given.

Your feedback policy https://www.ebay.co.uk/help/buying/leaving-feedback-sellers/leaving-feedback-sellers?id=4007  states: "If you do decide to leave negative feedback, make sure it’s fair and factual..."

In this case, the feedback I have received states 'Console doesn't work'

That is not factual.
The buyer has confirmed it was their mistake and the console does work perfectly.

The buyer wants to revise their feedback (but can't).
The feedack violates your policy.
..yet still it can't be removed.

From the forums, I see I'm not the only one in this frustrating state.

---

Hi @gt_preloved 

Once the time for the buyer to revise the feedback has passed you can still leave a follow up comment (which I see you have). 

I will escalate it to the guys in CS to review, they may be able to take action on it. Once I hear back I will contact you directly. 

Thanks,

Dave

[kat@ebay]

---

@monmondshop wrote:

Hi

I have problem, 2 auctions bidded by one buyer are unpaid, it's more than 4 days after and i don't think they would pay for it.

When I will be able to cancel transaction do I get all insertion fee back? I paid more than 1.5£ for each auction since i used promotion also. 

I would get sell item if I wasn't targeted by this user which seems to have no previous history of buying on eBay

Do eBay will cover my insertion costs?

---

Hi @monmondshop ,

In these situations no insertion fees are not refunded by eBay.

Thank you,

Kat

[dave@ebay]

---

@berylthebear wrote:

Hi Dave - I know the process is beyond eBay's control, I've been told that repeatedly by customer service advisors.

What I don't understand is why eBay would set up a policy which allows a third party arbitrarily take ownership of an item that a user has legitimately won, without explanation, or any mechanism by which the problem can be redressed.

I think it's just a rotten way to treat users, especially given the obfuscation of the customer services advisors. If someone had to said to me at the outset that the item now belonged to a third party, or given me contact details for the third party, or in any way told me the truth, then I'd be disappointed, certainly, but I wouldn't be as angry as I am with eBay. I don't like being given the runaround from an eBay customer services representative! I don't blame them, actually, I think it's down to the corporate culture of the organisation. Basically, I think allowing any item to be subject to a 'hostile takeover bid' by Pitney Bowes is a really, really lousy set up from a user's point of view. And although eBay can claim plausible deniability once the 'retricted' label has been applied, eBay is completely repsonisible for creating the situation in which a user can be this shoddily treated. Allowing for errors to be rectified - such as the mistake in the packaging of my item - is a matter of basic human courtesy. It amazes me that it should not also be a factor in eBay's International Shipping scheme.   

---

Hi @berylthebear 

If the issue is with the packing for example, its usually the case that the item is too big to be sent through the global shipping programme. This is something that the seller would need to be aware of before sending the item. The guys in shipping  can only take action as per the policy in these cases. 

The process is clearly laid for both buyer and seller but it may be a case the seller was unaware of the size restriction. 

Thanks,

Dave