Weekly Chat with the eBay Community Team- 30.07.25 @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

[moonlight-rhapsody]

Last week I raised the issue of absurd search results, and I gave the example of searching for an “original watercolour painting seascape”, sorted by "Price Low-High Inc P&P".  The top 3 results were Trees, Calligraphy and the Grand Canyon.  I was told that it would be sent to the team for review.  I assume they have reviewed it because the order has changed.  The Grand Canyon is now the TOP result for a search for a seascape, followed by the Trees.

You couldn’t make it up, could you.  I’d like to say “words fail me”, but you’d know that wouldn’t be true.  

This isn’t an isolated example - absurd search results happen all the time, it’s just that this is the one I’ve chosen to follow through.

As I reported last week, further down the list is Calligraphy, more Trees, a Landscape, yet more Trees etc.  

I don’t understand why ebay let such nonsense results happen.  If someone is searching for a seascape, why does ebay think it’s in their own interests to show the buyer the Grand Canyon and Trees?  Ebay must be missing out on sales due the absurd results thrown up across the entire platform.  It’s in ebay’s interests to get this sorted, so why don’t you?  Is it fair to say that ebay can’t do it because the search program itself is completely incapable of doing it and that search results won’t ever become accurate until ebay invests in the necessary technology?

 

[cobwebcottage]

Hello All,

I have two questions this week so I will start with this one.

A business seller has their mobile phone number on each of their listings and also states that cash is preferred on collection. A few of us have reported this and had the same response by customer service to say that an agent has reviewed the reports and has determined that there is no policy violation.

Does this mean that as customer services have said there is nothing wrong in doing this, we can all add our mobile number to our listings and ask for cash?

[kat@ebay]

---

@moonlight-rhapsody wrote:

Last week I raised the issue of absurd search results, and I gave the example of searching for an “original watercolour painting seascape”, sorted by "Price Low-High Inc P&P".  The top 3 results were Trees, Calligraphy and the Grand Canyon.  I was told that it would be sent to the team for review.  I assume they have reviewed it because the order has changed.  The Grand Canyon is now the TOP result for a search for a seascape, followed by the Trees.

You couldn’t make it up, could you.  I’d like to say “words fail me”, but you’d know that wouldn’t be true.  

This isn’t an isolated example - absurd search results happen all the time, it’s just that this is the one I’ve chosen to follow through.

As I reported last week, further down the list is Calligraphy, more Trees, a Landscape, yet more Trees etc.  

I don’t understand why ebay let such nonsense results happen.  If someone is searching for a seascape, why does ebay think it’s in their own interests to show the buyer the Grand Canyon and Trees?  Ebay must be missing out on sales due the absurd results thrown up across the entire platform.  It’s in ebay’s interests to get this sorted, so why don’t you?  Is it fair to say that ebay can’t do it because the search program itself is completely incapable of doing it and that search results won’t ever become accurate until ebay invests in the necessary technology?

 

---

Hi @moonlight-rhapsody ,

Thank you for the details. I will re-share the example for review. We don't have control over changes being made but will share for review.

Thank you,

Kat

[cobwebcottage]

Second question.

I recently bought two items from a private seller. Both posted using SD with BPF.

I then noticed in their about bio that they state that they are a small family business.

How do I contact Ebay for a refund for the unnecessary buyer protection fee which I paid? 

[ak_craft_crazy]

Hi,

I have to raise EDD’s again and have attached a number of examples here to show it is not fit for purpose. As you can see all of these EDD’s shown to the buyer are the same day as dispatch or next day delivery, these are all standard delivery which is 3nd class. I have also attached a screenshot from the postage policy used. As you can see YOU advertise this as a 2-3 working day service, not same day or next day but 2-3 working day.

So please answer me this, why on this earth are you showing buyers items will arrive the very same day as dispatch or the very next day????

I do not want a copy and paste response I want action; you have told me to contact customer services in the past which I have done, and they use the exact same copy and paste response you use. I have contacted the shipping team on their email and initially got a response but as soon as I provide proof that EDD is not fit for purpose I get no response.

EDD is not fit for purpose and is costing us £1000’s in unnecessary refunds. Buyers can open a INR case just 2 days after an item is dispatched which should be the very first day the item can arrive, they can then raise the case after 3 days to get a refund. This is only 1 day after the 2-3 working days it should be advertised as, but then this doesn’t follow Royal Mails terms of 10 business days so we are in a lose lose.

When will something be done about EDD not being fit for purpose?

[guymafo]

Good Afternoon Community Team

When can we expect the update to EDD given Royal Mail has now adopted the new delivery system?

GM

[ak_craft_crazy]

Hi,

Just in relation to EDD again, as we already know it is not fit for purpose. However Royal Mail now only delivery 2nd class letters on every other Weekday and updated the timeframe from 2-3 working days now to 3-5 weekdays. Please can you advise when eBay will be changing the way EDD is going to calculate this as nothing has been communicated.

[mteconlineshop]

Hi

Been having a few issues where buyers are trying to buy more than one item from the shop, but they keep getting messages back saying we only accept a sale every 10 days, is there a issue

At present i can not send any screen shot of the message as do not have one

Example today from a buyer with over 300 feedback

Hello, I am having trouble buying 2x sets of these. When I go to complete my purchase it says the seller only allows a purchase every 10 days. Is there any other way to purchase?Hello, I am having trouble buying 2x sets of these. When I go to complete my purchase it says the seller only allows a purchase every 10 days. Is there any other way to purchase?Thank you

[kat@ebay]

---

@cobwebcottage wrote:

Hello All,

I have two questions this week so I will start with this one.

A business seller has their mobile phone number on each of their listings and also states that cash is preferred on collection. A few of us have reported this and had the same response by customer service to say that an agent has reviewed the reports and has determined that there is no policy violation.

Does this mean that as customer services have said there is nothing wrong in doing this, we can all add our mobile number to our listings and ask for cash?

---

Hi @cobwebcottage ,

Thank you for the questions. We can't comment on why no action was taken on reports as this is reviewed by policy and not ourselves. Contact details are not allowed as per policy so no you cannot include phone numbers in listings. 

I would recommend reporting the listings again and ensure it is being referred for the correct off site policy.

Thank you,

Kat

Thank you,

Kat

[dave@ebay]

---

@cobwebcottage wrote:

Hello All,

I have two questions this week so I will start with this one.

A business seller has their mobile phone number on each of their listings and also states that cash is preferred on collection. A few of us have reported this and had the same response by customer service to say that an agent has reviewed the reports and has determined that there is no policy violation.

Does this mean that as customer services have said there is nothing wrong in doing this, we can all add our mobile number to our listings and ask for cash?

---

Hi @cobwebcottage 

I saw the tread about this but I obviously cant comment on what happened with the review. I have sent it over to the policy team to review. 

Sharing direct contact information prior to an eBay purchase is not allowed so I would advise against you adding your phone number to your listings. 

Thanks,

Dave

[darth_baggins]

Also regarding EDD - given that Royal Mail have said they won't be delivering 2nd class on Saturdays, can you explain why EDDs are still giving Saturdays as a potential delivery date?

I did ask this a few days ago by tagging Kat but she seems to be ignoring me.

[cobwebcottage]

Thank you Dave as this is affecting some ones business and livelihood.

(promise I wont add my details to my listings!)

[darth_baggins]

Could you also please explain why EDDs are exactly the same for 2nd class and 1st class?

[custom-giftsuk]

I keep seeing the same people posting on the weekly chat and the same people clicking the "helpful" button. I wonder if eBay would consider having an "unhelpful" button that people in the chat could click on if they didnt think a post was helpful. 

Do you think that this would be a good idea to impliment? 

[wellingnorth]

I just wanted to post regarding problems with acceptance of over size Simple Delivery parcels at Post Office branches.

I mentioned before that the labels that the Post Office are printing from your emailed QR codes display a size and weight on them and that Post Office staff are naturally checking that the parcel is within these limits. Here is someone reporting the Post Office turning away a parcel where the parcel was bigger than the label suggested it should be.

https://community.ebay.co.uk/t5/Seller-Central/Item-not-saying-sent-as-I-didn-t-print-qr-code/m-p/78...

(To be clear the labels printed from QR codes are just standard Royal Mail postage labels and do not show 'ebay simple delivery' or 'Marketplace Seller' on them)

On the other hand the labels that you send out by email to print at home do not display a size or weight (just 'ebay simple delivery' / 'Marketplace seller') but when I dropped a parcel off this week the staff member checked that it went through the Large Letter slot. I asked why and he said that when he scans the label it shows the size format on his screen. We understand that the Post Office are supposed to accept the parcels regardless but this would be a lot more straightforward if the label did not show a size or weight format when scanned. 

[kat@ebay]

---

@ak_craft_crazy wrote:

Hi,

I have to raise EDD’s again and have attached a number of examples here to show it is not fit for purpose. As you can see all of these EDD’s shown to the buyer are the same day as dispatch or next day delivery, these are all standard delivery which is 3nd class. I have also attached a screenshot from the postage policy used. As you can see YOU advertise this as a 2-3 working day service, not same day or next day but 2-3 working day.

So please answer me this, why on this earth are you showing buyers items will arrive the very same day as dispatch or the very next day????

I do not want a copy and paste response I want action; you have told me to contact customer services in the past which I have done, and they use the exact same copy and paste response you use. I have contacted the shipping team on their email and initially got a response but as soon as I provide proof that EDD is not fit for purpose I get no response.

EDD is not fit for purpose and is costing us £1000’s in unnecessary refunds. Buyers can open a INR case just 2 days after an item is dispatched which should be the very first day the item can arrive, they can then raise the case after 3 days to get a refund. This is only 1 day after the 2-3 working days it should be advertised as, but then this doesn’t follow Royal Mails terms of 10 business days so we are in a lose lose.

When will something be done about EDD not being fit for purpose?

---

Hi @ak_craft_crazy ,

There has been no change to the how the edd's are calculated from the last time you raised it on the weekly chat. Its a dynamic calculation. I will share your feedback and example provided to the relevant team, but as we always say, please note that this doesn't necessarily means that changes will be implemented.

Thank you,

Kat

[dave@ebay]

---

@cobwebcottage wrote:

Second question.

I recently bought two items from a private seller. Both posted using SD with BPF.

I then noticed in their about bio that they state that they are a small family business.

How do I contact Ebay for a refund for the unnecessary buyer protection fee which I paid? 

---

Hi @cobwebcottage 

There isn't a way to request a refund as I have no way to confirm the account is actually a business. 

You can report the seller thought this page if you feel they are incorrectly trading on a private account. Select the other option and fill in the information so the policy team can review the account. 

Thanks,

Dave

[kat@ebay]

---

@guymafo wrote:

Good Afternoon Community Team

When can we expect the update to EDD given Royal Mail has now adopted the new delivery system?

GM

---

Hi @guymafo ,

Ebay are currently working with the Royal Mail on their plan for this new delivery system and once they have more details on changes it will be shared with both buyers and sellers.

Thank you,

Kat

[dave@ebay]

---

@ak_craft_crazy wrote:

Hi,

Just in relation to EDD again, as we already know it is not fit for purpose. However Royal Mail now only delivery 2nd class letters on every other Weekday and updated the timeframe from 2-3 working days now to 3-5 weekdays. Please can you advise when eBay will be changing the way EDD is going to calculate this as nothing has been communicated.

---

Hi @ak_craft_crazy 

Our shipping team are currently working with RM to figure out how this change will be worked into the site. 

I don't have any updates on it yet but we will post more as soon as we have some. 

Thanks,

Dave