💬 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]

Is there any way to repurchase an item that eBay has ‘restricted’?

I recently bought an item in the USA which was to be shipped to me using the eBay International Shipping scheme, but although it left the seller OK, it was stopped by eBay before it was shipped to the UK. They said it was incorrectly packaged, so couldn’t be shipped. I was refunded, but the seller was permitted to keep the fee I’d originally paid for the item. The item will not be returned to the seller – it’s going to be ‘liquidated’ which means either re-sold or destroyed, whichever helps eBay best recoup their losses. If at all possible I would like to repurchase the item at the original cost and arrange alternative shipping, but there seems to be no way to do this, and eBay customer services won’t say anything except that don’t know or cannot comment on the liquidation process. This is really frustrating because the item is a rare vintage piece – it’s not something that will come up on eBay every week or even every year, and I hate the thought that it might be destroyed because of a packaging error. I’ve got nowhere on this with eBay customer services, eBay Twitter, or with the eBay International Shipping specialist advisors – if you have any suggestions of who else I might contact I’d be really grateful to hear them.

[dave@ebay]

---

@berylthebear wrote:

Is there any way to repurchase an item that eBay has ‘restricted’?

I recently bought an item in the USA which was to be shipped to me using the eBay International Shipping scheme, but although it left the seller OK, it was stopped by eBay before it was shipped to the UK. They said it was incorrectly packaged, so couldn’t be shipped. I was refunded, but the seller was permitted to keep the fee I’d originally paid for the item. The item will not be returned to the seller – it’s going to be ‘liquidated’ which means either re-sold or destroyed, whichever helps eBay best recoup their losses. If at all possible I would like to repurchase the item at the original cost and arrange alternative shipping, but there seems to be no way to do this, and eBay customer services won’t say anything except that don’t know or cannot comment on the liquidation process. This is really frustrating because the item is a rare vintage piece – it’s not something that will come up on eBay every week or even every year, and I hate the thought that it might be destroyed because of a packaging error. I’ve got nowhere on this with eBay customer services, eBay Twitter, or with the eBay International Shipping specialist advisors – if you have any suggestions of who else I might contact I’d be really grateful to hear them.

---

Hi @berylthebear 

Unfortunately we have no control over how these items are handled once they are liquidated. As you know they can sometimes be destroyed or sold on. You can find out more here but there is now way for us to track what happened to the items.

You should have been given a full refund though. Was the fee the seller kept paid through eBay?

Thanks,

Dave

[simas-stuff]

Late Delivery Defects 
I'm here once again to discuss late delivery defects on untracked items that sometimes get a delivery scan (untracked small parcels & large letters may or may not be scanned on delivery)

I have 2 defects on my wall, one from the 8th March which is covered by the seller protections due to the weather, but which remains on my wall even though seller protections state that they will be removed, and one from the 17th Feb.  Both have the orange blob in the column stating 'tracking indicates late delivery'. My arguement again will be that they are both untracked so therefore tracking cannot indicate late delivery, but a delivery scan can indicate late delivery.  I can also prove that they were posted on time as I retain all proofs of posting as they are the only evidence I have if I need to make a claim for loss or damage with Royal Mail.

At the top of my late delivery report, the report summary with the two orange blobs states 'transactions that weren't dispatched on time' . Where is your evidence to prove that they were not posted on time? I know I have my evidence in the form of a proof of posting, but where is your evidence??? You of course will argue that you go by what RM have provided and will say that at this point in time RM do not upload tracking for the acceptance of these items. 
I will once again state that my physical piece of paper in the form of a time & date stamped receipt which actually states  barcode number .....  has been accepted here today..... is all the evidence I should need to show to you to prove that my item was posted on time. I understand that RM do not show on their tracking portal that they have scanned the item on accpetance but they do give me the receipt, without which I cannot make a claim for loss or damage. So why will ebay not accept a proof of posting?  Why do you give us defects for items that with no evidence on your side you claim weren't posted on time when sellers who keep their proof of postings can provide evidence that they were. 

[berylthebear]

Hi - yes, I got a refund, and the seller kept the fee I paid - so I guess the item is now with Pitney Bowes who will decide what to do with it. This seems like a very brutal system though - because I don't really want a refund, I want the item that I won and paid for, and it seems like rather practice for eBay to create a system where the company they're working with to manage the shipping can arbitrarily and without specific explanation decide not to ship an item, with no opportunity for either the buyer or the seller to redress whatever the problem was, and the item then just disappears into a black hole. It's not a great way to treat either buyers or sellers, to be honest. Trying (and failing) to get some sort of sensible, respectful answers from eBay customer services has taken up a lot of my time over the last couple of days and got me nowhere. A refund doesn't go any distance towards compensating for the disappointment and inconvenience that eBay has caused me, to be honest. I've lost my faith in the company. 

[gh-5635]

H

i  there , hope someone please help me to sort this our

I got an email say i need call ebay to reactiavate my account for some reason

This morning at exactly 8am i called an ebay and requested to reactivate my account and they sent me a link to upload a document.

Now this beginning ( Really confused)

While phoning with ebay assitant  , I were texting with them on website also . On the website the assitant told me that my account was permanently restricted and it cannot be reversed back , while on the phone says i  need to upload my document and allow them 2-3 days to check before give to final decision . 

2 people said the different type of solution to my account . After very confused , I went back to them later in 1 hour , called them ask to check  my account again and this time the guy on the phone said my account has been permanently restricted . BUT when I logged into my account , it says my account is still under restriceted ( not permanently) and I Havent received any email from Ebay says my account will be restricted permanently ( My friend had one) . After a few shocks , I tried to call them back again and this time , the one who was in the phone line , she sent me another link to provide my document again and told me to wait 3 days 

I am really confused . I'm just starting as a seller last month and this is very drama about . Can someone who already had issued with this type of things before can help me please ? Thank you so much !

[kezyboy0_2]

I bought a mobile phone and today i have received a package with the phone box but no phone in it, I am fuming and crying.

There was an outer package which i opened and inside was an openened package with the box. I thought the wholw thing seemed light when i picked it up at the front door.  all that was in there was a box a charge wire and a plug. Ive taken photos of what i received. I have noticed on the package labels there are two different weights printed on the labels. the biggest package was the outside package.

what can i do. I annot afford to loose all this money for an empty box.

please help

[kat@ebay]

---

@simas-stuff wrote:

Late Delivery Defects 
I'm here once again to discuss late delivery defects on untracked items that sometimes get a delivery scan (untracked small parcels & large letters may or may not be scanned on delivery)

I have 2 defects on my wall, one from the 8th March which is covered by the seller protections due to the weather, but which remains on my wall even though seller protections state that they will be removed, and one from the 17th Feb.  Both have the orange blob in the column stating 'tracking indicates late delivery'. My arguement again will be that they are both untracked so therefore tracking cannot indicate late delivery, but a delivery scan can indicate late delivery.  I can also prove that they were posted on time as I retain all proofs of posting as they are the only evidence I have if I need to make a claim for loss or damage with Royal Mail.

At the top of my late delivery report, the report summary with the two orange blobs states 'transactions that weren't dispatched on time' . Where is your evidence to prove that they were not posted on time? I know I have my evidence in the form of a proof of posting, but where is your evidence??? You of course will argue that you go by what RM have provided and will say that at this point in time RM do not upload tracking for the acceptance of these items. 
I will once again state that my physical piece of paper in the form of a time & date stamped receipt which actually states  barcode number .....  has been accepted here today..... is all the evidence I should need to show to you to prove that my item was posted on time. I understand that RM do not show on their tracking portal that they have scanned the item on accpetance but they do give me the receipt, without which I cannot make a claim for loss or damage. So why will ebay not accept a proof of posting?  Why do you give us defects for items that with no evidence on your side you claim weren't posted on time when sellers who keep their proof of postings can provide evidence that they were. 

---

Hi @simas-stuff ,

As you have queried this on our weekly chat earlier this month and Dave did advise our system can only use the information provided by Royal Mail, as their system doesn't provide a proof of posting we have no way of verifying this. 

At the moment there are no plans to change this because we cannot verify the information provided without an update from Royal Mail. 

With regards to the 2 late deliveries defects on your account you can appeal these by going through customer support. We are unable to appeal these here on the community. 

Thank you,

Kat

[dave@ebay]

---

@berylthebear wrote:

Hi - yes, I got a refund, and the seller kept the fee I paid - so I guess the item is now with Pitney Bowes who will decide what to do with it. This seems like a very brutal system though - because I don't really want a refund, I want the item that I won and paid for, and it seems like rather practice for eBay to create a system where the company they're working with to manage the shipping can arbitrarily and without specific explanation decide not to ship an item, with no opportunity for either the buyer or the seller to redress whatever the problem was, and the item then just disappears into a black hole. It's not a great way to treat either buyers or sellers, to be honest. Trying (and failing) to get some sort of sensible, respectful answers from eBay customer services has taken up a lot of my time over the last couple of days and got me nowhere. A refund doesn't go any distance towards compensating for the disappointment and inconvenience that eBay has caused me, to be honest. I've lost my faith in the company. 

---

I cant see the details of the transaction so I cant comment on why it was stopped but, because we couldn't send it through the eBay system any other attempt to send it would essentially be an offsite sale. 

I understand how disappointing this is but a lot of the process is outside of our control. 

Thanks,
Dave

[kat@ebay]

---

@gh-5635 wrote:

H

i  there , hope someone please help me to sort this our

I got an email say i need call ebay to reactiavate my account for some reason

This morning at exactly 8am i called an ebay and requested to reactivate my account and they sent me a link to upload a document.

Now this beginning ( Really confused)

While phoning with ebay assitant  , I were texting with them on website also . On the website the assitant told me that my account was permanently restricted and it cannot be reversed back , while on the phone says i  need to upload my document and allow them 2-3 days to check before give to final decision . 

2 people said the different type of solution to my account . After very confused , I went back to them later in 1 hour , called them ask to check  my account again and this time the guy on the phone said my account has been permanently restricted . BUT when I logged into my account , it says my account is still under restriceted ( not permanently) and I Havent received any email from Ebay says my account will be restricted permanently ( My friend had one) . After a few shocks , I tried to call them back again and this time , the one who was in the phone line , she sent me another link to provide my document again and told me to wait 3 days 

I am really confused . I'm just starting as a seller last month and this is very drama about . Can someone who already had issued with this type of things before can help me please ? Thank you so much !

---

Hi @gh-5635 ,

For this type of request on your account please follow the most recent email instructions that was received on your account today.  These steps with documents will need to be followed through the email option as we cannot resolve account restrictions on the community.

Thank you,

Kat

[charmingdesignsdna]

EDD Again.

I am at a loss as to what to do as the EDD are getting worse.  It is now 2.30pm and Ebay are telling my customers that if they buy today that their item will be dispatched tomorrow 23rd March by 2nd class postage and will arrive with them 23rd - 24th March.  That is totally undo-able.

I have asked for this issue to be looked into several times, as have a lot of sellers who are clearly in the same position as myself.

I have uploaded an order I have just received - this is total madness.  Please can someone look into this and contact me directly?

Thank you

[kezyboy0_2]

will a reply just come up after my post. I can,t see a reply at the moment but i imagine you are busy

Thanks

[gt_preloved]

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.

[gh-5635]

Hi there 

It seems like you didnt understand my concern,

Im very confused about my account is permanently restriction or not

[simas-stuff]

 '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! 

[dave@ebay]

---

@kezyboy0_2 wrote:

I bought a mobile phone and today i have received a package with the phone box but no phone in it, I am fuming and crying.

There was an outer package which i opened and inside was an openened package with the box. I thought the wholw thing seemed light when i picked it up at the front door.  all that was in there was a box a charge wire and a plug. Ive taken photos of what i received. I have noticed on the package labels there are two different weights printed on the labels. the biggest package was the outside package.

what can i do. I annot afford to loose all this money for an empty box.

please help

---

 Hi @kezyboy0_2 

You are protected by our Money Back Guarantee for any issues you have with a purchase. As the item didn't match the sellers description you can open a return by following these steps:

To start a return, select the item you want to send back from your recent purchases above, or follow the steps below:

1. Find the item in your Purchase history and select Return this item.
2. Select your reason for the return (missing parts or pieces)
3. If the item arrived damaged, broken, or faulty, add up to 10 images relevant to the reason you're returning the item for, and showing any scratches or defects. Make sure to follow our Images, video and text policy when you're uploading images.
4. Select Send.

You can find out more about the process here.

Thanks,

Dave

[kat@ebay]

---

@charmingdesignsdna wrote:

EDD Again.

I am at a loss as to what to do as the EDD are getting worse.  It is now 2.30pm and Ebay are telling my customers that if they buy today that their item will be dispatched tomorrow 23rd March by 2nd class postage and will arrive with them 23rd - 24th March.  That is totally undo-able.

I have asked for this issue to be looked into several times, as have a lot of sellers who are clearly in the same position as myself.

I have uploaded an order I have just received - this is total madness.  Please can someone look into this and contact me directly?

Thank you

---

Hi @charmingdesignsdna ,

I understand the EDD's is a topic that is raised for discussion on a regular basis. We continue to provide the feedback and examples shared by users with our shipping team. Right now there is no changes being made to how EDD's are being calculated by eBay and that are various factors other than dispatch that are taken into consideration. 

Thank you,

Kat

[monmondshop]

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?

[charmingdesignsdna]

Thank you Kat,

I really do not understand though how they can expect something posted by Royal Mail to arrive the same day.  Even Special delivery is delivery the following day.

Also all of my listings/items use the exact same business policies including postage policy and yet some say the buyer will receive their item within 2 days and some within 3 days - there is definitly a fault somewhere.

I have been trying to get this fixed now for over 2 years and it is just getting worse.

I appreciate that it is not the CS teams fault, but I do feel that something more could be done to rectify the issue.

[kat@ebay]

---

@gh-5635 wrote:

Hi there 

It seems like you didnt understand my concern,

Im very confused about my account is permanently restriction or not

---

Hi @gh-5635 ,

We can't comment on restrictions or suspensions on the community as we cannot check into accounts. You will need to follow up with the document request by email to have the details reviewed. One you have provided what they asked for they will take some time to review and usually come back to you by email.  If the information that is requested is not provided there is a risk of a permanent restriction but as we cannot check into account details here so you will need to continue to follow up with customer support for this.

Thank you,

Kat