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@lincolnshiremarine wrote:

Good afternoon

 

Please could someone look into a case a buyer has raised.  We have spoken to eBay customer service on 2nd April (appeals department) then we did not hear back, so spoke to customer service on 5th April 2025 and have not heard back.  The case is still open, but the customer has submitted confusing information, which the eBay system does not understand.

 

This relates to order number: 19-12792-00323 this item was sent via eBay Global shipping programme.

The buyer opened a case saying in the reason for return "missing parts or pieces"  then in the comments sections the buyers has put "item has not arrived"

 

The buyer is correct the item has not arrived as I see it has not had any updates since 24th March when it cleared customs, its left the UK 

 

Therefore the buyer has not selected the correct reason, parts cannot be missing if the item has not arrived. 

 

eBay keep sending us message for us to provide a return label, and to resolve this. As the buyer has selected the wrong reason, and the item was sent via global shipping we are protected, but eBay do not seem to be resolving this. We do not want any repercussions our end.  Furthermore from our experience of sending things global shipping eBay should step in.

 

We have messaged the buyer and explained what has happened, but eBay were suppose to be getting back to us, and we have not heard anything.

 

Can you help please.

 

Best wishes 

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Hi @lincolnshiremarine 

I've seen buyers sometimes open cases as an INR because they didn't receive all the items thinking that the not received refers to the parts that were missing. It's possible that this is the case here. The cases team may be able to change the case type to a SNAD to allow you to resolve the missing parts with the buyer. 

Unfortunately it's not something that we can action here, we don't have access to cases. You will need to speak to CS directly. If you call in you should be able to speak to someone in the cases team who can action the case. 

Thanks,

Dave

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@mendes6 wrote:

Hi all,

           I have just listed a book weighing about 3.5kg. I used Royal mail. Going through simple delivery Ebay charged £12.80. When I did it through advanced options myself the cost was £6.80 for the same service. It appears the weight range for Medium parcels on simple delivery misses out a whole category for items 5kg to 10kg and skips directly from 2kg to 15kg+. Is this a glitch or a missed option help appreciated.

 

Regards,

                   Mendes6

 

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Thanks for the question, mendes6. 

Someone else has mentioned something very similar to this, and this was already flagged with and it is currently under investigation. Once we have confirmation of what exactly is happening with specific topic, we will let you know.

Thank you,

Marco

I am currently away on my sabbatical, and will return in July. Please expect a delay in my reply



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@fatbobfan wrote:

Ive not been recording the inventory numbers, Ive also tried to allieviate the problem by removing a selling tool in case theis was a conflict (as a trial)

 

Will DM when I come across unlikely to be this week

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Thanks for your reply, fatbobfan.

We don't really do 1 to 1 support over private messages, so if you get to see it again, please feel free to create a thread on it, and tag me and I will be happy to take a look for you.

Thank you,

Marco

I am currently away on my sabbatical, and will return in July. Please expect a delay in my reply



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@wellingnorth wrote:

Sorry, another question, is the current simple delivery timeline still as published, ie being applied to existing listings from the 7th and obligatory for new listings from the 15th?

 

Will there be some sort of notification sent when it is applied to a seller's existing listings?

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Hi @wellingnorth 

The rollout is still going ahead as published, it ramping up from the 7th to live listings and then new listings from the 15th. 

There aren't any notifications on a listing level when they are updated. There are only the overall notifications that we send through the usual channels. 

Thanks,

Dave

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@lincolnshiremarine wrote:

Good afternoon Dave

 

You have misunderstood.

 

The parts are NOT missing, because the buyer has not received the item as the eBay Global shipping programme have not delivered it, the tracking clearly shows this.

 

The buyer has opened a case stating parts missing instead of item not received.

 

I have spoke to customer service on 2nd April and 5th April, both occasions told that someone would get back to me, and they have not, hence me contacting you.

 

Are you suggesting I contact eBay for a third time and explain again the situation?

 

Why could they not resolve it the first and second time, furthermore, we are protected as sent the item via eBay global shipping, but as the buyer has listed the wrong reason, it being put to us to resolve this, when we do not have too.

 

Best wishes 

 

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Ah apologies @lincolnshiremarine 

I get you now. You will need to speak to CS about this issue though, they are the only team that can action cases. We dont have the necessary permissions to handle this, you will need to speak to them to get this issue resolved. CS should be able to change the type of case over for you and make sure you are covered. 

The GSP team can't action cases either, so there isn't anyone there that I can speak to with the permissions to resolve this issue. 

Thanks,

Dave

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@bojangled wrote:

kat@ebay 

Given the current heavy discussions and questions on the boards re SD could there be some better communication? On the announcement board there is a very long and wordy piece from Eve Williams.

The help pages are of similar wordiness. 

How about a step by step, simple guide? A YT video? Some people learn visually or by actually doing.

Even some updates about the PO accepting/not accepting packages. 

As the private sellers are up in arms about this, it doesn’t help anyone when the information is lengthy and scattered, CS advising very different solutions. 

Just think some positive help is needed, rather than users having to wait until their parcel is rejected at the PO.  The mentors can only do so much, and with all due respect the community team, you are only ‘live’ for and hour a week and can’t give definitive answers.

Jo

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Hi @bojangled ,

I appreciate there is a lot of different parts of information for the simple delivery process. That is a great suggestion on the YT video or simple guide. I will share this internally as a request.

In the meantime we will review the main questions coming up on Simple Delivery and work on providing further clarification.

Thank you,

Kat

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@edwardian-dreams wrote:

Hi

re the SD exemption for letter size items under £10 and under 100g

can you confirm that letter size includes large letters 

 

 

 

 

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Hi edwardian-dreams, thanks for your question.

If the listing doesn't qualify for Simple Delivery, you can just get your shipping label the old same way. 

Thank you,

Marco

I am currently away on my sabbatical, and will return in July. Please expect a delay in my reply



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@suelel1968 wrote:

Hi, can you tell me if non SD delivery labels are still supposed to add tracking numbers  to the order page. Or has this facility been removed as none of mine purchased Monday evening updated.

 

Thanks

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Hi @suelel1968 ,

It the order was for simple delivery but you didn't use the simple delivery label and purchased your own shipping label then the ability to add your own tracking number is not available. This has been raised previously by other users and is currently being looked into.

Thank you,

Kat

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@emw-designs wrote:

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@technthread wrote:

If a private seller lists an item on auction, let’s say they start it at 99p, it is an item where simple delivery isn’t mandatory and they offer custom freepost shipping.

 

As I understand it, if the bids go above £10, simple delivery may kick in automatically. What will this look like to bidders in practice? If they bid £10.01 will they be shown that their bid is now subject to simple delivery with an added postage charge? Or will the seller actually cover the simple delivery charge from the sale price?

 

I don’t want to complicate this too much with too many scenarios but if you could clear up how it will work on auctions like that I would be grateful. It doesn’t affect my selling account but I have a private account that I have for buying.

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I'd like to add to this a related query about compensation levels. Simple delivery has two compensation levels for items below and above £100 with different postage rates for higher value items. What happens to the simple delivery postage charge and compensation level if an auction item starts at below £100 but ends up above £100? 

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Hi emw-designs, thanks for your question.

I believe this is all based on the final amount of the transaction (winning bid + postage if applicable) in question, not the starting bidding price or one of the bids placed for the item. However, I will follow up on this just to be sure and be able to confirm it to you.

Thank you,

Marco

I am currently away on my sabbatical, and will return in July. Please expect a delay in my reply



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