Weekly Chat with the eBay Community Team- 29.11.23 @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 marco@ebay, katie@ebay and anita@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

[anita@ebay]

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@mteconlineshop wrote:

HI

Regarding the option to send sellers who have items in there watched listings how long does that offer stay live for? About 7-8 weeks ago i selected a some to send offers to but i still now still get people who were not watching at the time getting those offers, it only used to be around 3-4 days

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Hi @mteconlineshop, thanks for your post.

Seller initiated offers expire after 48 hours. Can you please share the item number where it has happened for you after such a long time period and I will take a further look. 

Thanks

Anita

[bojangled]

@mteconlineshop Sounds like you are stuck in the send offers automatically loop, a particular bug bear of mine. 
If you look at this thread, there's a way of switching it off.

Jo

[marco@ebay]

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@pionelle wrote:

Hello

I made a small purchase on ebay today, checked my Nectar page on ebay and noticed that all of my details i.e. purchases, points etc. have disappeared. I have been reading the forums and have noticed this is an ongoing issue, is there any news on this please?

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Hi pionelle, thanks for your question.

If your query is about Nectar points, we are not able to manage them over here, so I would suggest contacting them directly. If you're experiencing a different issue, please let me know and I will see if we are able to help over here.

Thank you,

Marco

[mteconlineshop]

Item 304920604323 is just one of the offers that keeps getting sold at the offer price, activated start October but still get orders for it now at the offer price

[marco@ebay]

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@contessa35 wrote:

I thought I'd just mention that the issue I brought up a few weeks ago in an eBay Community chat session still exists, despite me being told by eBay representatives that there is in fact no problem(!) - in short, almost all the items listed in the Toys & Games and Dolls & Bears categories sold by US sellers (plus some other categories I'm less familiar with) on eBay.com do not have shipping to the UK (despite their sellers' intentions) if those sellers are enrolled in eBay International Shipping (which is the scheme that replaced the Global Shipping Program in the US) - and it's impossible for the sellers to add the UK back in (in fact, the sellers never removed the UK in the first place, and it even affects their previously-unaffected listings if they are auto-renewed when they remain unsold). It's been going on for several months now and got worse gradually - now it's causing all kinds of problems. In case anyone is interested, here's one large thread about it on eBay.com, which hopefully proves I'm not imagining it! I haven't participated in this thread, though I see one observant member over there did spot my original query in our Community Chat! 😁 

There are various theories about what's causing it - even if the one about safety markings proves to be the explanation, it shouldn't be happening as it is affecting items which are vintage as well as modern collectible dolls for adult collectors - these were never blocked from sale by EU regulations and the incoming UK regulations are only meant to be their equivalents as far as I know. Every workaround so far  prevents the use of eBay International Shipping, which is a shame, and many sellers and potential buyers remain unaware of the issue until it's pointed out, so they are respectively losing sales and opportunities to buy, as the issue makes it appear that sellers do not ship their items to the UK when in fact they are more than willing to do so.

Re: EIS not offering shipping to UK - Page 7 - The eBay Community

---

Hi contessa35, thanks for your question.

We've received different reports suggesting this, so we have sent this for review. While we haven't confirmed this is a technical issue, we are checking this again anyway to make sure everything is working as designed. If we spot any malfunction or technical issues, we will work on it as soon as possible to get it resolved.

Thank you,

Marco

[louisianna]

Hi

I have 2 listings that I cant update the dispatch time for. The box is greyed out.

I will be changing my dispatch time over the holiday, but currently wont be able to for these 2.

I reported this a while ago on live chat, but never got any update.

The 2 items are 151293022290 and 151645710056

Thank you

[anita@ebay]

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@darth_baggins wrote:

Similar to another question. eBay rules state that sellers are not allowed to put text or graphics on images, yet search is absolutely flooded with gallery images with UK flags, text and other graphics all over them.

Reporting them does nothing, and please don't give me the 'we can't reveal what action has been taken' mantra, because the only suitable action would be to either remove the listing or force the seller to change the image. Either they're allowed or they aren't, there's no middle ground here.

Why bother with a rule if you don't ever enforce it and allows sellers who break the rule to gain an unfair advantage by adding extra information to their gallery image?

Policy here https://www.ebay.co.uk/help/policies/listing-policies/picture-policy?id=4370

Quote

The following are not allowed:
Photos with added borders
Photos with added text, artwork or marketing material
Watermarks of any type, including those used for ownership attributions

---

Hi @darth_baggins, thanks for your feedback.

The policy regarding the text added on the photos hasn’t changed and they are not allowed. We do have teams working proactively and reactively actioning violating items on the site. I appreciate you are sharing your experience that some reported items have not been reported and will share your feedback to the relevant team.

Thanks,

Anita

[kempseykate]

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marco@ebay wrote:

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@kempseykate wrote:

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marco@ebay wrote:

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Hi kempseykate, thanks for your post.

I've just reviewed this for you, and I see no recent contact requests from your account. Do you know if this was requested from this account?

Thank you,

Marco

---

No, marco@ebay , it was my other account - the one that had reduced postage that wasn't a technical glitch.

---

Thanks for your reply, kempseykate.

I wouldn't be able to review a different account. If you wish you can ask this question from the account in question and I will take a look for you no problem.

Thank you,

Marco

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marco@ebay There is no point, as you will just see the email message I posted and tell me as you did the other poster above:

"However, we couldn't get through which is why you would receive that message."

There is no reason they couldn't get through, unless of course they didn't bother to try.

I have to say, I'm not really sure what the point of these community chats are if we just get cut and paste answers, and are constantly told 'everything is working as designed' , 'there was no technical issue' and we'll feed that back to the team'.

[anita@ebay]

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@returns_andexdisplay wrote:

What an amazing way to treat your sellers, not only have 3 differnet agents given me the wrong information but ebay will punish sellers when they have done absoloutly nothing wrong. Potentially downgreading their account from top rated and charging more in fees. 

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@returns_andexdisplay, once again, I appreciate where you are coming from. However as stated it is compared amongst the peers and while occasionally a case like this can happen, in the vast majority of situations the metric represents the overall claim rate.

Thanks,

Anita

[prinkink]

As I have aleady said. I have reported many times and I get no answers.

Here are just a few of the cas numbers I already have:

2-170092478908
2-170092620963
2-170091563337

Please don't reply with a copy and paste respnse, I need answers.

[contessa35]

Thanks Marco, I appreciate it. Clearly there is some kind of situation going on - too many buyers and sellers are being affected by it and finding it problematic for it to be simply user error. If it proves to be by design (which if so, I suspect could be a result of misinterpreting forthcoming legislation, for example) it would be good to at least have a clear explanation available somewhere on eBay to clarify why the UK is being intentionally excluded from eBay International Shipping in certain affected categories. Comically, in a very few listings by affected sellers, the UK is included and when that happens, New Zealand is inexplicably removed instead!

[pionelle]

No this isn't about Nectar, it is about an ongoing issue that many other ebayers are currently experiencing regarding their Nectar card being delinked from their ebay account without any warning.

This issue is covered by many threads/ comments on the ebay forum, in fact I read a comment from you regarding it.

This is about the fact that my Nectar card was linked to my ebay account however upon checking my Nectar page on my ebay account I noticed that my Nectar card is no longer showing as linked on my ebay account.

I would like to point out that ebay is still a linked partner in my Nectar account.

I wanted to know what was the latest information regarding this issue of the Nectar accounts being automatically delinked from ebay accounts?

[marco@ebay]

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@louisianna wrote:

Hi

I have 2 listings that I cant update the dispatch time for. The box is greyed out.

I will be changing my dispatch time over the holiday, but currently wont be able to for these 2.

I reported this a while ago on live chat, but never got any update.

The 2 items are 151293022290 and 151645710056

Thank you

---

Hi louisianna, thanks for your post.

Have you received an offer for these items or have you sent an offer for these items to a buyer or something similar like that?

Thank you,

Marco

[anita@ebay]

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@mteconlineshop wrote:

Item 304920604323 is just one of the offers that keeps getting sold at the offer price, activated start October but still get orders for it now at the offer price

---

@mteconlineshop, thanks for sharing an item number.

I will look into this more in detail and once I have more details, I will share an update here. 

Thanks,

Anita

[bravergrace]

Could you clarify something about the "featured post" about setting working days and cut-off times, please?

https://community.ebay.co.uk/t5/Postage/Set-your-working-days-and-cut-off-times-as-we-head-into-peak...

Previous staff replies on this chat board and on other eBay boads, have consistently stated that working days, cut-off times and "time away" dates are no longer taken into account when setting ETAs for customers, and that ignoring all of these is just the current system "working as intended".

This featured post seems to say the opposite.

Has something changed, or is this new post just a false promise?

Because if I set 2 or 3 days holiday, and you'll still promise my customers that they can keep the goods for free if they don't turn up within 24 hours, I'll going to lose a lot of money.  

If I book a fortnight's holiday over Christmas...

[mteconlineshop]

anita@ebay , Item 304912744985 is another but most of the information is greyed out and that is one from October i sent a offer to

[marco@ebay]

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@prinkink wrote:

As I have aleady said. I have reported many times and I get no answers.

Here are just a few of the cas numbers I already have:

2-170092478908
2-170092620963
2-170091563337

Please don't reply with a copy and paste respnse, I need answers.

---

Thanks for your reply, prinkink.

Could you please be more specific? I am still not sure what your query is, please let me know as much information as you can, and I will be happy to help.

Thank you,

Marco

[anita@ebay]

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@pionelle wrote:

No this isn't about Nectar, it is about an ongoing issue that many other ebayers are currently experiencing regarding their Nectar card being delinked from their ebay account without any warning.

This issue is covered by many threads/ comments on the ebay forum, in fact I read a comment from you regarding it.

This is about the fact that my Nectar card was linked to my ebay account however upon checking my Nectar page on my ebay account I noticed that my Nectar card is no longer showing as linked on my ebay account.

I would like to point out that ebay is still a linked partner in my Nectar account.

I wanted to know what was the latest information regarding this issue of the Nectar accounts being automatically delinked from ebay accounts?

---

@pionelle, thanks for your response.

There was an issue on the Nectar side which has caused some eBay and Nectar accounts being delinked.

However, that issue is fully resolved now, all you need to do is just relink your Nectar account.

If you have linked your account multiple times and it keeps unlinking, please let me know and I will escalate this for you.

Thanks,

Anita

[marco@ebay]

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@contessa35 wrote:

Thanks Marco, I appreciate it. Clearly there is some kind of situation going on - too many buyers and sellers are being affected by it and finding it problematic for it to be simply user error. If it proves to be by design (which if so, I suspect could be a result of misinterpreting forthcoming legislation, for example) it would be good to at least have a clear explanation available somewhere on eBay to clarify why the UK is being intentionally excluded from eBay International Shipping in certain affected categories. Comically, in a very few listings by affected sellers, the UK is included and when that happens, New Zealand is inexplicably removed instead!

---

Thanks for your reply, contessa35.

No problem, glad to help here. We are currently reviewing this, while we don't have an estimated outcome date, we will be able to provide more information on this in the future.

Thank you,

Marco

[prinkink]

Sorry, but this is not the case. It seems that the representetives allow the phone to ring once and then hang up which then means that they don't have to deal with my questions and can put me back into the merry go round. It really is like ground hog day. Can somebody please contact me and deal with my complaint?