Weekly Chat with the eBay Community Team- 23.10.24 @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 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

[kat@ebay]

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@nutrafituk wrote:

With regards to a negative/neutral feedback removal request - can you actually start considering facts and evidence more than what a buyer just says? It turns out that video or photo footage, documents and any other evidence is not good enough for you as you 'did not handle the item'. In that case you should never be in a posotion to remove any feedback as you never handle any item. By supporting a buyer's comment without any proof, you do take sides with them when a seller can contradict their statement. Your 'buyer's experience' reason not to remove any feedback is utter disgrace as anything can be considered as such. It would be nice to actually see some care more than just reading a script.

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Hi @nutrafituk ,

I appreciate how frustrating it can be when getting negative and neutral feedback from a buyer when you have done everything right as a seller.  While eBay does its best to protect both sellers and buyers essentially we do not see or handle the item so it can be subjective.  

Thank you,

Kat

[dave@ebay]

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@darth_baggins wrote:

Thanks Dave.

Follow up question;

Do you think it's acceptable to make a major change in feedback policy but then keep it hidden, promise an update 'sometime' but continue to keep your customers (sellers) in the dark?

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Hi @darth_baggins 

Some of the changes to feedback were to with internal processes so unfortunately its not possible to share them publicly. It is in no way an attempt to keep it hidden. Its also worth noting that as this is still an ongoing process so not every change is available to share yet. 

There's a session with Andrea Stairs, our VP of Global Regulatory, Trust & Monetisation where they provided some clarification on whats happening with feedback here that you might also find interesting. 

Thanks,

Dave

[kat@ebay]

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@mrdandt wrote:

Hello,

Just wanted to ask, what would you classify a seller that makes products for resale i.e. manufactures products to make profit – Private seller or Business seller ?

Would manufacturing products been seen as trading as a business ?

Would really appricate clarification as there seems to be a number of private sellers manufacturing products and woundered what the eBays view is on this.

Thanks

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Hi @mrdandt ,

Thank you for your question.

With this you may have situations where a seller is doing this as a hobby selling little amounts or someone may be doing more business style. It would be more of a case by case basis.

If you see that there is an account that should be a business then you can report them through the site to be reviewed. 

Thank you,

Kat

[dave@ebay]

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@b024281025 wrote:

How do i get refund of postage to royal mail through ebay

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Hi @b024281025 

You have 14 days to use or void any labels purchased trough our system.

Here's how to void a postage label in My eBay or Seller Hub:

1. Select Selling in My eBay, or select Orders on the Seller Hub Overview page.
2. Select Postage Labels on the left-hand side.
3. Select Actions next to the label you'd like to void, and select Void Label.

You can find more information on the process here.

Thanks,

Dave

[kat@ebay]

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@direct.gifts wrote:

I have an ongoing issue with Multi Buy Orders. I did report this on the techincal issues part of the forum a few months ago.

For example a customer buys 5 items across different listings. It correctly calculates the 10% discount the customer should get but splits the items across 2 orders.

One of the reasons for offering a 10% discount is to pass the postage savings I get onto the customer. However as it splits it in 2 orders we sometimes ship as 2 seperate orders as it is difficult to identify in Royal Mail click and drop which orders need to be merged.

Ideally it should place the 5 items under the same order number.

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Hi @direct.gifts ,

I will follow up with you offline for this as I will need to check to see your previous report and get some examples.

Thank you,

Kat

[kat@ebay]

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@wellingnorth wrote:

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kat@ebay wrote:

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Hi @wellingnorth ,

We are not aware of a change in the policy. 

Our policy is as " Listings that run during a daylight saving time-change will still receive the full amount of the listing duration. For example, if you have a 1-day listing that starts at 1pm on Saturday, and the daylight saving time spring transition occurs that Saturday evening, the listing will end at 2pm on Sunday."

Do you have item number example and I can follow up offline

Thank you,

Kat

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As the chat is closing, there are a couple of threads about this from Sunday you could reply to

https://community.ebay.co.uk/t5/Technical-Issues/Clock-change-bug-Duration-7d-1-hour/m-p/7697292

https://community.ebay.co.uk/t5/Business-Seller-Board/day-auctions/m-p/7697344

Obviously I don't know whether in this case this is a bug, but as a side note I always think it would be great if someone on the development team were tasked with spending half an hour a day on the forums, particularly the 'technical issues' one, as it would surely help early identification of any malfunctions on what must be a very complicated site to improve and maintain.

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Thanks @wellingnorth ,

I'll follow up offline to have it checked.

Thank you,

Kat

[dave@ebay]

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@ducatimondo wrote:

We have a case for a return of 2 brand new relays, that apparently both do not work.

The buyer is in Italy and is playing like he doesn't know how to do returns, messages, etc.

Left us a negative feedback before asking any questions.

So I tried my best to help him, as the relays are a premium product, genuine Hella brand, exactly identical to the OEM part.
We have sodl loads of them, with no issues.

We have used the on bikes we are fixing in our own workshop, with no issues.

There is 100% not anything wrong with the parts!!!

He has not confirmed much information I have asked him to check.

He has now escalated the return and eBay have given me until tomorrow to provide a return label.

Except the utter genius that designs this has not made the system properly.

It does not allow me to add anything to the return, as it is now a case.

I cannot add anything to the case, as it is on hold until tomorrow.

I can't provide a return label anywhere, as the return is closed as he escalated it.

I can't add anything to the case, as eBay have put it on hold.

He will automatically get a full refund from MY  POCKET unless I provide a return label before tomorrow.
Yet there is nothing made in either the return or the case to let me do anything???????

So how exactly am I supposed to do that, with the ludicrous way it is made??

I know 100% what is going on, we are being played by an experienced buyer playing dumb and eBay is letting him do it.

It is return number 5275288734

This is not the first time this has happened to us, but is the first I can post on here whilst it is still open.

Help please!!

Thank you Russ

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Hi @ducatimondo 

Its been a while I hope you're keeping well. 

Unfortunately I don't have any access to look into or action cases, you will definitely need to reach out to the guys in the customer support team for this one. They will be able to advise you on the best next steps with the case. 

Thanks,

David