Promote listing fees charged

[8325sam]

Hello all,

I have been charged a fee for promote listing ad but I never clicked on the button to use this service. I have  been told by customer services that they are unable to refund it  as I did use it. 

This is not correct. Has anyone else been charged for services they did not use and how this was rectified.

I put in a complaint but I was told by customer services that I would not heat anything back unless they saw an issue but it would be used to improve their service!!! Currently they see no issue.

Help

[afloofdev]

Did you use the promote listing feature before the item was sold?

Is there a chance you used a template that had the promote listing automatically added and you didn't notice?

[hondasteve56]

Hi,

This has just happened to me and I haven't a clue how it got onto my listing and how I stop it happening again on future listings...just something else that Ebay has done without "asking" I know 100% I didn't use it...but how do I prove it??

[tressygirl]

OK ,  now there have been 2 separate reports,  it may be worth contacting eBay Customer Services.

One more thing to take into account,  today is eBay's maintencance day,  and many things go awry from time to time, especially in the mornings here in the UK, when it's still early hours of the morning, 8 hours back, in eBay's HQ in California,  where they are tweaking and updating the system.

Check your payment Summary a little later on today, if still showing this Promotional fee, contact eBay Customer Services,  here:

To Contact Customer Services, I find the quickest way to contact them, either for a Live Chat, or you can select to speak and request a Call Back, to click on this link:

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

On weekdays lines open between 8 a.m. and 10 p.m.

On weekends they open between 9 a.m. and 6 p.m.

@8325sam 

@hondasteve56 

[cabrigh2]

I've just realised my listing was a promoted listing when I got an offer. I didn't want this, and don't remember even seeing it as an option. My other item listed at the same time isn't a promoted listing. It feels very expensive for a thing I'm selling for my mum, and I haven't been able to find it if there's other sellers fees on top of that - does anyone know? 

[cabrigh2]

I've just realised my listing was a promoted listing when I got an offer.

I didn't want this, and don't remember even seeing it as an option. My other item listed around the same time isn't a promoted listing.

At 11. something % It feels very expensive just for a thing I'm selling for my mum. I didn't account for this extra charge in the pricing because I didn't know about it,  and I haven't even been able to find out if there are other sellers fees on top of that - does anyone know? If I've got to pay 25% of the cost of the item plus postage  I'm inclined to close the listing and give the thing to a charity shop.

[Anonymous]

I posted month's ago a warning for other sellers that when I was creating a listing, promoted listing advanced was pre-checked at a cost of £15. I never use advanced, and I de-selected it. Maybe Ebay sneakily pre-selected the promoted button for you, and you didn't notice it.

[missminch10]

I think the same thing has happened to me (I'm a private seller just selling a few toys I had as a kid). I've been charged £15 on a sale for "ad fee standard" which I never asked for. To see what happened I clicked "relist" and saw that "promoted listing" is automatically clicked. I didn't see this when I listed the item and the item has just sold when I listed it 8 months ago, so I don't think it has been promoted since I listed it. The item gained more interest about a month ago but I didn't think anything of it as I didn't change anything about the listing. This has never happened for any of my other sales.

I've just started contacting eBay about this and will update if I get a refund. Even if the "promoted listing" was automatically added and I just didn't see this I still think that's unfair!

[missminch10]

Update on this: I contacted eBay customer services but have been told I will not be refunded for the £15 deduction, even after I repeatedly said I did not add any promotions to my item. Either eBay added this themselves or it was added automatically and I did not realise. I think this is ridiculous as chosing to promote your item should be a clear and conscious choice from the seller. £15 is a huge reduction from the sale that I never would have agreed to. 

[cabrigh2]

I'm sorry you had this experience - it would've happened to me too if I'd
sold it without realising. Like you, I would not have chosen to add this,
so it must be happening on ebay's side.

It's totally put me off using the platform for selling, and I think people
who only sell the odd thing (like me) are particularly vulnerable to this
unwanted upselling; I didn't even know promoted listings were a thing, so I
didn't know to check it hadn't been added.

FB marketplace for me now, I think.

[philip6440]

This is wrong ebay you have to stop it . , ive just sold a flashlight for £64 and ebay has just taken almost £10 for a promoted sale , i did NOT select this option . I had several listing and none of them are showing a promoted , so in my opinion their doing this behind private sellers backs . 

[tressygirl]

We are members like yourself, and eBay do not come to this forum, but I can explain how to check and remove promotion from your other 5 items if  it has been selected.

Check your other items have not had promotion selected.

On the Seller Hub, link below if you are not using it,  click on the down arrow beside Edit and on the menu which appears if it says Edit Promtoted listing you can remove that promotion.  If it just says ' Promote item' it hasn't been promoted.

Seller Hub to be found here:

https://www.ebay.co.uk/sh/ovw

@philip6440 

[hondasteve56]

Same happened to me, Ebay refused point blank to refund me the fee as they said I did use the promotion. I've since realised that this promotion is already marked and it is up to you to unmark it...if you forget or do not happen to see it...then you get charged the fee!! this also happens on "Make An Offer" on your listings...its already on so you have to unmark it otherwise you start getting offers for your items when you didn't  want them!! Ebay are bad for doing these things to trip you up...you have to be as clever as them and uncheck the boxes or you'll be had for high fees and unwanted offers!!

[lord_whiteley]

I've just got stung by this !!

I did not select  Promote Listing and it appears it was added to two of my expensive listings (but not the other listings) meaning that I have been charged a lot of fees 😞

I found on another thread that you can check if your auction has been promoted. I did manage to turn it off before my second sale, but I still got charged.

There appears no way to ensure that it is turned off by default when staring a listing, unless you check and double check it has not be enabled by ebay, after the auction is listed.

Really very annoyed !!

[lord_whiteley]

OK, so the problem here is that I took your advice and unchecked - promotion from one of my auctions, which then sold a few hours later, but still got charged??

So it looks like as soon as you make your auction "live" and listing has been "promoted by ebay" - it's too late!!

So can someone confirm whether this is something that can be de-selected during the auction generation??

[unwoundpound]

Indeed this is my first posting on the community I sold an item that I had sold previously definitely not a promoted listing 1st sake received my full payment tonight they mysteriously deducted a promoted listing fee I then spoke to a representative who told me it was not an error told me I was at fault then promptly cut me off! Then I called back spoke to another colleague who advised me it was a system glitch an was then advised it was being promoted even though it was not then to be told passed on further and will not happen again disgraceful to be honest they have just become so greedy after 12 years a loyal customer I am extremely disappointed to say the least 😢 

[paulinediane]

I have been charged for a promoted listing which I wasn’t aware I had asked for. 

[lord_whiteley]

The trouble is that this isn't an isolated indecent and eBay's attitude is tough luck you've got to pay the promotion fees - in my case it was £350 😞 ;(

[unwoundpound]

Go to the selling overview active where it says list an item click on active then the little drop-down box on the right of sell similar it will say promote listing or edit promoted listing to give you the status of each listing

[unwoundpound]

I contacted eBay and was told it was a system error and would not happen again after cancelling the order I was refunded the fee in question