Weekly Chat with the eBay Community Team- 23.07.25 @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 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

[custom-giftsuk]

CS seemed as confused as I when we asked them to check the listings, so should I provide the images here in the chat or perhaps just perhaps the titles and you can advise on the issue please?

[chwo-8547]

No, I am the buyer only.

I can show you one of the Order ID is 15-13281-53226, and the return ID is 5296594464.

I don't know how to do and I try to contact Royal Mail Customer Service Point to return back, but those Royal Mail said this is "RETURN PARCEL" so cannot be return to sender.

[kat@ebay]

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@moonlight-rhapsody wrote:

Thank you, Kat, and will someone be able to get back to me with an explanation?  And even more importantly, what will be done about it.

---

Hi @moonlight-rhapsody ,

As it will be feedback shared to be reviewed we won't have a follow up on it. 

Thank you,

Kat

[custom-giftsuk]

Because if eBay agent ruled that the items were not in violation of nudity and the eppeal team also ruled that the items were not in breach of the nudity rules, surely as a member of the eBay Community Support team the items in questions would be perfectly ok to post the listing images or even the listing titles. Otherwise you'd be concerned that the eBay agent & appeals team would not be doing their jobs correctly and were concerned with images / titles that were unsuitable for a public forum never mind the eBay site and wouldn't allow the images/titles to be posted. 

[dave@ebay]

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@slkoni wrote:

How do you list an item that weighs over 20kg?
There is no option to opt out of Simple Delivery
There is no option to add custom postage.

---

Hi @slkoni 

We have seen some reports of users not having a custom postage option for heavier items. We have escalated this to the shipping team to look into. 

I'll let you know as soon as we have an update on it. 

Thanks,

Dave

[irt303]

Hi there, I hope it’s okay to ask three questions in one post. I’ve only got time to paste this pre-typed post, and won’t be around for the rest of the session to add other questions, so I hope you don't mind.

1 – A bit odd, but on the page where previous weekly chats are available (as read-only, of course), the sessions for 02.07.25 and 09.07.25 are missing. I noticed when I went to access a previous chat for reference.

The page I’m referring to is at https://community.ebay.co.uk/t5/Chat-with-the-eBay-Community/bd-p/WeeklyChatwiththeCommunityteam

Why those two sessions are missing?

2 – In one of those missing sessions, I was told that a seller “probably” would not be able to request a refund for an unused SD label if they had sent their item with an untracked service.

I appreciate the fact that I was given an answer (and you were good enough to answer it nearly an hour after the chat session was over), but surely this should be a Yes/No answer. “Probably” indicates doubt and uncertainty, but the Shipping Team must be able to provide a definite answer to this simple question.

I know that the actual answer is almost certainly ‘No’, but it is frustrating when a question to which there should be a definitive answer is answered in a non-definitive way.

I’ll refrain from commenting on the fact that eBay are all but forcing private sellers to use tracked services, even for items where Royal Mail’s standard 1st/2nd class service and £20 cover is adequate.

3 – Simple Delivery again! If eBay overrides the buyer’s or seller’s choice of courier, does eBay charge the buyer/seller the original amount they paid for the service they chose, or does eBay increase/decrease the SD label fee according to the price of the service that eBay has chosen (over the buyer’s/seller’s original choice)?

Thank you.

[krafty-kreations]

Is it humans who look at reports or AI?

I am going back to private sellers on business accounts again, As you say we cannot see what action is taken in the background, which I find a little funny as I am not 3, I am pretty sure we would notice the accounts no longer selling or upgrading.

Anyway my question is would one of those actions be giving a seller a year to comply, because I have a list of sellers reported starting a year ago and many are still listing on private accounts?

If not does that mean I am actually a private seller? 

[dave@ebay]

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@custom-giftsuk wrote:

CS seemed as confused as I when we asked them to check the listings, so should I provide the images here in the chat or perhaps just perhaps the titles and you can advise on the issue please?

---

Hi @custom-giftsuk 

We can give you an answer on this. As I've already said, you will need to speak to the policy team.

We won't be replying further.

Thanks,

Dave

[a45heaven]

kat@ebay 

Simple Delivery postage does not apply to business sellers. If you are selling on a business account you are able to use your own postage options.

Thank you,

Kat

Respectfully, For how long ? Is there a guaranteed period in which ebay will not inflict Simple Delivery on Business Sellers? Or should Sellers just prepare for it - just in case.

[chwo-8547]

No, this is my buyer account.  I don't know that seller.

Moreover, I try to use "Report an issue with a seller", and show the seller company name, order ID and return ID to eBay, however, your system always said: "We ran into a problem. Please try again later."

I dont know how to do on next step.

[dave@ebay]

---

@krafty-kreations wrote:

Is it humans who look at reports or AI?

I am going back to private sellers on business accounts again, As you say we cannot see what action is taken in the background, which I find a little funny as I am not 3, I am pretty sure we would notice the accounts no longer selling or upgrading.

Anyway my question is would one of those actions be giving a seller a year to comply, because I have a list of sellers reported starting a year ago and many are still listing on private accounts?

If not does that mean I am actually a private seller? 

---

Hi @krafty-kreations 

Its a combination of both, depending on the content of the report it can change where the report is routed and if triggers a manual review. 

There could be any number of reasons why the reported sellers are not upgraded after a report is reviewed. I don't imagine there would be something that they would be given a year to comply with but I don't review accounts, so I don't know that for definite.

Thanks,

Dave

[paulblueandwhite]

Thank you for your reply.

Sorry, I did not book collection on ROYAL MAIL. I booked collection on link from eBay. "Book a collection." 

But this does not work as is promoted by eBay.  Received no confirmation of this booking by eBay. Please check eBay link: is not working. You promote: book a collection, but is not working. 

Item number: 335437007047

[kat@ebay]

---

@irt303 wrote:

Hi there, I hope it’s okay to ask three questions in one post. I’ve only got time to paste this pre-typed post, and won’t be around for the rest of the session to add other questions, so I hope you don't mind.

1 – A bit odd, but on the page where previous weekly chats are available (as read-only, of course), the sessions for 02.07.25 and 09.07.25 are missing. I noticed when I went to access a previous chat for reference.

The page I’m referring to is at https://community.ebay.co.uk/t5/Chat-with-the-eBay-Community/bd-p/WeeklyChatwiththeCommunityteam

Why those two sessions are missing?

2 – In one of those missing sessions, I was told that a seller “probably” would not be able to request a refund for an unused SD label if they had sent their item with an untracked service.

I appreciate the fact that I was given an answer (and you were good enough to answer it nearly an hour after the chat session was over), but surely this should be a Yes/No answer. “Probably” indicates doubt and uncertainty, but the Shipping Team must be able to provide a definite answer to this simple question.

I know that the actual answer is almost certainly ‘No’, but it is frustrating when a question to which there should be a definitive answer is answered in a non-definitive way.

I’ll refrain from commenting on the fact that eBay are all but forcing private sellers to use tracked services, even for items where Royal Mail’s standard 1st/2nd class service and £20 cover is adequate.

3 – Simple Delivery again! If eBay overrides the buyer’s or seller’s choice of courier, does eBay charge the buyer/seller the original amount they paid for the service they chose, or does eBay increase/decrease the SD label fee according to the price of the service that eBay has chosen (over the buyer’s/seller’s original choice)?

Thank you.

---

Hi @irt303 ,

Thank you for the questions.

1.  Those two chat sessions from the 2nd and 9th of July are there.  They are just abit further down the page as sometimes when we follow up a query from another chat it makes them go out of order if that makes sense.

2.  Yes the items need to be sent with a tracked service so its one of the conditions to receive the refund for the unused label.

3.  I'll refer this one to the shipping team for confirmation. I'll follow up once I have more details.

Thank you,

Kat

[kat@ebay]

---

@a45heaven wrote:

kat@ebay 

Simple Delivery postage does not apply to business sellers. If you are selling on a business account you are able to use your own postage options.

Thank you,

Kat

Respectfully, For how long ? Is there a guaranteed period in which ebay will not inflict Simple Delivery on Business Sellers? Or should Sellers just prepare for it - just in case.

---

Hi @a45heaven ,

There is no currently no plans in place for Simple Delivery to be introduced to Business Sellers.

Thank you,

Kat

[krafty-kreations]

Thank You Dave

I just feel this is one of those things eBay should be taking serious and stop fobbing us off with excuses.

It is unfair on genuine business sellers who are paying fees.

Now that the BPF has been lowered and greeting cards are exempt from simple delivery I may as well give up or just move over to a private account and save the fees. 

[kat@ebay]

---

@chwo-8547 wrote:

No, this is my buyer account.  I don't know that seller.

Moreover, I try to use "Report an issue with a seller", and show the seller company name, order ID and return ID to eBay, however, your system always said: "We ran into a problem. Please try again later."

I dont know how to do on next step.

---

Hi @chwo-8547 ,

If you can provide the username for the account that the address is being used for returns we will follow it up for reporting on our side.

Thank you,

Kat

[chwo-8547]

um...i don't know that seller ID, how can I do?  I only have their Order ID

[kat@ebay]

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@chwo-8547 wrote:

um...i don't know that seller ID, how can I do?  I only have their Order ID

---

Hi @chwo-8547 ,

I think this may have caused confusion. I'm not asking for the sellers id or information. I was asking if your account chwo-8547 was the account that the address was used for the returned parcels. I will use that account for the report. If it is different you can let me know.

Thank you,

Kat

[kat@ebay]

---

@paulblueandwhite wrote:

Thank you for your reply.

Sorry, I did not book collection on ROYAL MAIL. I booked collection on link from eBay. "Book a collection." 

But this does not work as is promoted by eBay.  Received no confirmation of this booking by eBay. Please check eBay link: is not working. You promote: book a collection, but is not working. 

Item number: 335437007047

---

HI @paulblueandwhite ,

Thank you for the info. I'll share it with our shipping team and follow up once I have more details.

Thank you,

Kat