Weekly Chat with the eBay Community Team- 30.10.24 @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, 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

[pre_worn]

Hi Dave,

Thank you for your response. Unfortunately, this issue requires more than just passing it along or directing me to Customer Support channels. The guidance for this type of feedback removal is very clear-cut, yet my previous attempts to resolve this through Customer Support have been fruitless. Most representatives, in my experience, seem unfamiliar with eBay's own policies, and I repeatedly receive generic, templated replies that simply reference the same policy I’m already quoting.

Given the specific alignment of this feedback with eBay’s stated removal criteria, could this be escalated to someone who has the authority to directly address the situation? 

The current process has deteriorated significantly, making it increasingly difficult to receive meaningful support or resolution from the customer service representative regarding these matters.

Thank you for your attention to this issue.

[kat@ebay]

---

@bojangled wrote:

Good Afternoon Community Team

I would like to remove my telephone number from my listings and my about me page.

During several calls and emails with CS I am told that it is a requirement for all UK business sellers to display the number. Which simply isn't true. 

After several searches on long term business sellers details these details are not shown, along with other regulars on the boards who tell me they have had theirs removed.

I've tagged community team in this thread.

I'd really like some help with this as the CS agents don't read the content of emails and just c&p the same old faff.

TIA

Jo

---

Hi @bojangled ,

I'll follow up on this and have a look into the thread to see the details. 

Thank you,

Kat

---

[marco@ebay]

---

@lincolnshiremarine wrote:

Dear Marco

With respect and this is a genuine question,  If you cannot help sellers when they come on here, what is the purpose of the community team?.  

Time and time again sellers are chasing the team for responses to questions, when we have issues you cannot help us, and refer us back to CS, or you just pass over the issue to the "teams".  Is there any point in taking an hour from our very busy day to ask for help, only to be told "sorry the computer says no".

This is not an acceptable services from ebay , when we are nailed by ebay if we do not help our buyers straight away.

Best wishes

---

Thanks for your reply, lincolnshiremarine.

While we would love to help further, we don't provide customer services over this channel. We try to answer as many questions as we can, and orientate as much as we can, which is what we mainly do. However, actioning cases, or say what can be done or what can't be done without looking at cases, is not something we really do over here. For that, you'd need to contact customer support, and they will be able to do that for you no problem.

Thank you,

Marco

[sweetcharity.2013]

Sorry Kat, no can do on screenshots atm.

[lincolnshiremarine]

Thank you for your reply

Best wishes

[kat@ebay]

---

@sweetcharity.2013 wrote:

Sorry Kat, no can do on screenshots atm.

---

Hi @sweetcharity.2013 ,

No worries, if you can do at a later stage you can send it to me then.  In the meantime I'll follow up regarding the bidding option on the item in the watchlist.

Thank you,

Kat

[marco@ebay]

---

@sweetcharity.2013 wrote:

Thanks, Marco.

I was under the impression that a seller could only send me an offer once on a listed item. Can you confirm that has changed now?

I'm not referring to offers I make & counter-offers, I mean unsolicited seller offers.

---

Thanks for your reply, sweetcharity.2013.

Sellers can only send an offer once, then they could send it again after it expires.

Thank you,

Marco

[dave@ebay]

---

@nakedkeg wrote:

Order number

11-12195-89571

I am the seller.

Dispatched via RM48 and tracking shows accepted at post office day after order placed.

Buyer then goes on line and asks RM to retain the item at their local delivery office for them to pick up, which they do 4 days later.

Why does ebay record that as a late delivery on my service metrics?

Why won’t ebay remove this?

---

Hi @nakedkeg 

Ive passed this on the shipping team to review.

I’ll reach out to you directly when I hear back from them to let you know what they have said.

Thanks

Dave

[kat@ebay]

Hi @sweetcharity.2013 ,

I checked some listing examples on watchlists and can see bidding options. It may have been a temporary issue with the item you had at the time. 

Thank you,

Kat

[nakedkeg]

Thanks dave@ebay  will I see that here, or via message / email ?
I'm expecting the same response I got from CS, that there is a known issue with RM tracking integrations. It would appear in the meantime that Sellers are just expected to accept Late Delivery service metrics, when it's eBay's report card that should read "must try harder".

[a45heaven]

Get free 1:1 support with Seller Clinics

What country are these based in ?

I ask as it is widely acknowedged that CS should only be contacted early in the morning in the hope you can speak to Dublin. This is often echoed by Mentors.

You also mention these clinics are chaired by experts - what is a definition of an expert?

How do these clinics compare with the one to one advise that was given on the Powerseller programme by UK based interested Experts. which ebay cancelled some 15 years ago .

PS as a side issue the 'Spell Check' on the boards is not functioning.

[dave@ebay]

---

@pre_worn wrote:

Hi Dave,

Thank you for your response. Unfortunately, this issue requires more than just passing it along or directing me to Customer Support channels. The guidance for this type of feedback removal is very clear-cut, yet my previous attempts to resolve this through Customer Support have been fruitless. Most representatives, in my experience, seem unfamiliar with eBay's own policies, and I repeatedly receive generic, templated replies that simply reference the same policy I’m already quoting.

Given the specific alignment of this feedback with eBay’s stated removal criteria, could this be escalated to someone who has the authority to directly address the situation? 

The current process has deteriorated significantly, making it increasingly difficult to receive meaningful support or resolution from the customer service representative regarding these matters.

Thank you for your attention to this issue.

---

Hi @pre_worn 

I'll ask one of the managers in CS to review. I can’t promise you a callback from them but they may be able to action it if its within policy. 

Ill also pass your feedback on the process on to them. 

Thanks,

Dave

[kat@ebay]

---

@a45heaven wrote:

Get free 1:1 support with Seller Clinics

What country are these based in ?

I ask as it is widely acknowedged that CS should only be contacted early in the morning in the hope you can speak to Dublin. This is often echoed by Mentors.

You also mention these clinics are chaired by experts - what is a definition of an expert?

How do these clinics compare with the one to one advise that was given on the Powerseller programme by UK based interested Experts. which ebay cancelled some 15 years ago .

PS as a side issue the 'Spell Check' on the boards is not functioning.

---

Hi @a45heaven ,

Thank you for the question. We don't have confirmation at the moment on the country for the customer support for the seller clinics. Experts meaning they will be experienced in the different areas of eBay including  eBay foundations, Delivery and selling overseas,Taking your Shop to the next level with eBay tools and services,Marketing your Shop on and off eBay, Accelerating growth with eBay Advertising and Retail and seller standards.

We have a tech ticket open for the issue with the spell check and we'll update the community once its fixed.

Thank you,

Kat