Weekly Chat with the eBay Community Team- 24.07.24 @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 anita@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

[kellianjaxon]

Hi dave@ebay 

Yes, I'm signed in. Even tried with three different browsers, and now all of them seem to redirect back to the eBay landing page with "Error page | eBay" as the page title.

Does the "Email us" page have a direct URL I could try instead?

[anita@ebay]

---

@bojangled wrote:

Hi Community Team

I've been trying to run a custom date sales report for a week now. Keeps returning the

'We ran into a problem please try later ' error.

Known issue?

Jo

---

Hi @bojangled , thanks for your post.

I'd be happy to review this for you, however just to be sure I am reviewing the right report, is it 'Reports > Downloads' in Seller Hub?

Thank you,

Anita

[billythecardy]

I'm sorry to keep harping on about GPSR but I sell used books, sheet music and sewing patterns. None of these things appear to be on the excluded list, but nobody seems to be able to tell me if I will need manufacturer info and safety instructions if I sell into the EU for these items. (This is not going to be possible)  It seems incredible that I would need this, but they are not mentioned anywhere in the GPSR documentation. So could you please clarify for me.

[dave@ebay]

---

@kellianjaxon wrote:

Hi dave@ebay 

Yes, I'm signed in. Even tried with three different browsers, and now all of them seem to redirect back to the eBay landing page with "Error page | eBay" as the page title.

Does the "Email us" page have a direct URL I could try instead?

---

Hi @kellianjaxon 

You should be able to mail customer support from this link:

Online Customer Service: Email Us (ebay.co.uk)

Thanks,

Dave

[chasal56]

Hello! I am a new eBayer, and recieved my first purchase this morning, but I was disappointed, and now after spending hours trying to deal with it, frustrated. So I wanted to see if anyone could please help me.

I bought studio speakers, advertised as 'new', but when they arrived, there were clear signs of damage, with a bashed corner (looking like it had been dropped), and scratches and a noticable scuff that has torn through the plastic casing of the left speaker. Also, there are missing contents from the box, with a missing cable (for connecting the speakers to my device) as well as foam isolation feet that the manual says should be included. Therefore, I was left disappointed when recieving the supposedly 'new' speakers with unadvertised damage and missing contents. 

I still wish to keep the speakers, but wouldn't have bought them at the price I did if I knew the condition and missing contents, of which I will have to pay for now separately. As a result, I have recently contacted them, requesting for a partial refund.

But now I am frustrated with the seller, as when I was trying to figure out how to contact them to request a partial refund, I discovered that they have left a review on their page, FROM ME, despite me not ever giving them feedback. "Quick response and fast payment. Perfect! THANKS!!" - Is the review they left themselves under my name, despite me never ever saying that... They have 98.5% positive feedback, all with comments similar to the one they faked of me. So now I feel confused and scammed in a way.

So in summary, I was sold 'new' speakers, but recieved them with damage and missing contents. So, I wish to keep the speakers, but recieve a partial refund to compensate for the unadvertised damages and missing contents which I now need to purchase separately. Upon trying to contact the seller, I found out they gave themselves a fake positive review under my name, leaving me confused and angry.

I am sorry this is such a long message, but for my first time experience on eBay, this really isn't what I expected. So I'm curious to hear about what you think of this situation. Is this normal to happen?

Regards,

Charlie

[lincolnshiremarine]

Good afternoon

I there any update please ref the issue I reported on here on 10th July with reference my shop search bar not working correctly.  This is still doing the same thing.  I enter a part number and it comes up 1 item found, but the picture or details do not appear.

Best wishes 

[marco@ebay]

---

@billythecardy wrote:

I'm sorry to keep harping on about GPSR but I sell used books, sheet music and sewing patterns. None of these things appear to be on the excluded list, but nobody seems to be able to tell me if I will need manufacturer info and safety instructions if I sell into the EU for these items. (This is not going to be possible)  It seems incredible that I would need this, but they are not mentioned anywhere in the GPSR documentation. So could you please clarify for me.

---

Hi billythecardy, thanks for your questions. 

If they are not excluded, I'm afraid you will need to provide the required information in order to be in compliance and be able to sell your items.

Thank you,

Marco

[bojangled]

Hi Anita 

No via Performance > Sales >  then selecting custom dates.

Jo

[anita@ebay]

---

@moonspender wrote:

Just to clarify re GSPR are you saying if an item is over 100 years old so therefore antique as per EU guidelines  and it is listed in the the collectables section and in item specifics it has is it antique ticked " Yes " and the date of manufacture is input in item specifics ( again over 100 years old ) will that be excluded ?

---

@moonspender , thanks for your reply.

I wouldn't be able to provide you with more information then in my previous response. Sellers need to determine for themselves whether they need to add this information to their listings when shipping is offered to the EU.  Unfortunately, eBay cannot provide legal advice and the answer may depend on different factors particular to the seller and the item.  All Sellers can provide GPSR specifics in the item disclosures section and in their item description.

Thank you,

Anita

[cobwebcottage]

Hello All,

There was a post this week on the boards where a buyer had bid on a collection only item and won. They paid for it and then decided that they did not want (need ) the item. The seller ( private)  declined the refund stating that they had entered in to a contract to buy and collect the item.

Two replies to the situation, told the buyer to open an item not received case, one said that they could try their payment provider for a chargeback if this didn't work.

If feel that this is dishonest and abusing the MBG as the buyer had not collected the item willingly.

I would like your thoughts please as I'm interested in Ebays point of view on this matter in case it happens again. (maybe to me on my private account). I know I would not be happy with a chargeback!

[marco@ebay]

---

@lincolnshiremarine wrote:

Good afternoon

I there any update please ref the issue I reported on here on 10th July with reference my shop search bar not working correctly.  This is still doing the same thing.  I enter a part number and it comes up 1 item found, but the picture or details do not appear.

Best wishes 

---

Hi lincolnshiremarine, thanks for your question.

I am following this up for you, but I haven't had any updates so far. As soon as I get an update on this, I will let you know. Is it still the same? You haven't seen any changes by any chance?

Thank you,

Marco

[billythecardy]

So for several thousand individual items, many produced by companies that no longer exist (but they don't qualify as antiques, or really as collectables), I need a contact in the EU and safety instructions in 10+ languages. For products that don't come with safety instructions anyway. Have you ever tried to write a safety manual for a piece of sheet music or a book?

[lincolnshiremarine]

Hi

Its the same as before when I reported it.

Best wishes

[moonspender]

Hi Anita

are you saying that if i believe my item is excluded from GPSR but is in the collections section and i put no information in the GPSR section you will still allow me to sell it?

I know its excluded so im not after legal advice but like many people we need to know that ebay will still let us sell it.

Once sold , it will comply and have the correct CN codes.

[anita@ebay]

---

@chasal56 wrote:

Hello! I am a new eBayer, and recieved my first purchase this morning, but I was disappointed, and now after spending hours trying to deal with it, frustrated. So I wanted to see if anyone could please help me.

I bought studio speakers, advertised as 'new', but when they arrived, there were clear signs of damage, with a bashed corner (looking like it had been dropped), and scratches and a noticable scuff that has torn through the plastic casing of the left speaker. Also, there are missing contents from the box, with a missing cable (for connecting the speakers to my device) as well as foam isolation feet that the manual says should be included. Therefore, I was left disappointed when recieving the supposedly 'new' speakers with unadvertised damage and missing contents. 

I still wish to keep the speakers, but wouldn't have bought them at the price I did if I knew the condition and missing contents, of which I will have to pay for now separately. As a result, I have recently contacted them, requesting for a partial refund.

But now I am frustrated with the seller, as when I was trying to figure out how to contact them to request a partial refund, I discovered that they have left a review on their page, FROM ME, despite me not ever giving them feedback. "Quick response and fast payment. Perfect! THANKS!!" - Is the review they left themselves under my name, despite me never ever saying that... They have 98.5% positive feedback, all with comments similar to the one they faked of me. So now I feel confused and scammed in a way.

So in summary, I was sold 'new' speakers, but recieved them with damage and missing contents. So, I wish to keep the speakers, but recieve a partial refund to compensate for the unadvertised damages and missing contents which I now need to purchase separately. Upon trying to contact the seller, I found out they gave themselves a fake positive review under my name, leaving me confused and angry.

I am sorry this is such a long message, but for my first time experience on eBay, this really isn't what I expected. So I'm curious to hear about what you think of this situation. Is this normal to happen?

Regards,

Charlie

---

Hi @chasal56 , thanks for your post.

While we hope that all transactions will go smoothly, in case of any issues you are protected by eBay money back guarantee. You'll just need to open the case and let the seller know about the issue.

In the purchase history beside the item on the right hand side 'More actions' > Return this item > select 'Doesn't match description or photos' > Next > Add details of the issue and 'Confirm return'.

Seller will then have 3 business days to resolve this for you. They will need to facilitate the return or provide another solution. If you don't get any help within the 3 business days, you'll be able to escalate the case to eBay.

You can visit our eBay money back guarantee page for more info.

Thank you,

Anita

[pinknikkibird]

Hi, that kind of makes sense! It's all very convoluted with the different messages you get!

So my account is showing that I owe £39.99.  With the £9.71 refund and the 30p transaction fee removed, I still owe £29.98 which I now assume is for 2 x insertion fees? Why do I have to pay twice if I'm only relisting because someone decided they couldn't/wouldn't go through with their commitment to buy? 

Thanks

[marco@ebay]

---

@cobwebcottage wrote:

Hello All,

There was a post this week on the boards where a buyer had bid on a collection only item and won. They paid for it and then decided that they did not want (need ) the item. The seller ( private)  declined the refund stating that they had entered in to a contract to buy and collect the item.

Two replies to the situation, told the buyer to open an item not received case, one said that they could try their payment provider for a chargeback if this didn't work.

If feel that this is dishonest and abusing the MBG as the buyer had not collected the item willingly.

I would like your thoughts please as I'm interested in Ebays point of view on this matter in case it happens again. (maybe to me on my private account). I know I would not be happy with a chargeback!

---

Hi cobwebcottage, thanks for your question.

This is a tricky one, I'd like the item number to look into the case to see what actually happened and see what was the best thing to do.

Normally, cash on collection only wouldn't be protected by our Money Back Guarantee, but the buyer would have to meet the seller personally to collect the item and pay. If this buyer paid already, but didn't collect the item, I am presuming that the listing was not set up for cash on collection only, which means that they could file an item not received case in order to get a refund. 

Please let me know if you have the item number, and I will be happy to take a further look.

Thank you,

Marco

[marco@ebay]

---

@billythecardy wrote:

So for several thousand individual items, many produced by companies that no longer exist (but they don't qualify as antiques, or really as collectables), I need a contact in the EU and safety instructions in 10+ languages. For products that don't come with safety instructions anyway. Have you ever tried to write a safety manual for a piece of sheet music or a book?

---

Thanks for your reply, billythecardy.

I understand this is not ideal for you as a seller. However, this is not something we are implementing ourselves, but something we have to stick to as per UK laws/regulations.

Thank you,

Marco

[anita@ebay]

---

@bojangled wrote:

Hi Anita 

No via Performance > Sales >  then selecting custom dates.

Jo

---

Perfect, thanks for confirming, @bojangled .

Does it only happen when you are selecting custom dates or when choosing preset date range as well, such as (31 days, Today, This month etc.)?

Thank you,

Anita

[technthread]

Cash on collection only isn't possible is it? I thought the seller has to give the additional option for the buyer to pay through eBay?