Join the Community team here at 1 PM PT on October 9th for our Weekly Chat with eBay Staff. We don't have a set topic this week, so please bring any general questions you may have on buying or selling.
The chat will be open for questions from 1-2 pm PT, at which point we'll close thread. While no additional questions can be submitted after this time, we'll continue to work on responding to any queries that may still be unanswered.
If you're new to the chat, welcome! Simply Reply to this post with your question from 1-2 PM Pacific Time and we'll be happy to look into it for you 
@pursesbrasplusmore wrote:
- Ebay auto adding INCORRECT item specifics. Please, please, please, stop auto adding them. Let the seller add what applies. Easy for seller to miss then item is not as described & it’s ebay’s fault.
- Way too many duplicate/conflicting item specifics ie. For a woman’s top, ie. FEATURES – knit, knit top; High-Low, Hi-Lo. ACCENTS – knit, knitted; High Low, Hi-Lo, High-Low. What is the buyer supposed to check? What is the seller supposed to check? My sales dropped 50% since ebay started adding more & more item specifics.
- Please add “regular” OR “normal” under sleeve style, but not both.
- Need to be able to choose more than blouse/top/shirt style - I have many items that could be considered three different styles.
- Sales down 50% since ebay’s last “improvements” . 😞 😞
Hi @pursesbrasplusmore, the only time eBay auto fills Item Specifics is when a seller uses catalog data. If you find incorrect information in any catalog data, please email sdsupport@ebay.com and they'll be happy to make any needed adjustments.
The Item Specifics found in listings populated by sellers. This is why you are seeing different versions of the same thing (eg. High low, hi-log, High-Low). You can also contact sdsupport@ebay.com to make suggestions on how items specifics within certain categories can be improved.
@nc-daydreamer wrote:
brian@ebay wrote:
@golfingaddict wrote:
My question is about seller protection:
This happens frequently, just last week.
I send brand new in package undergarments.
Buyer receives exactly what they order but says "wore them, don't fit well, are uncomfortable, bigger than I thought (or smaller) I need to return them" In about half the cases they claim Not as described because they do not fit. In about 100% of the cases, the items are essentially ruined and I cannot resell them. (worn, out of package, no packaging included with return etc..)
Does the new seller protections offer me any recourse? Protections? Am I just expected to take the loss because the buyer doesn't like them, they don't fit, they are uncomfortable or other (not my problem) issues?
Thank you.
Hi @golfingaddict, the enhanced protections for Top Rated Sellers give sellers the option to give a partial refund if an item is returned damaged, used, or altered. Doing a partial refund also comes with feedback, defect, and seller metric protection for the seller. You can view the partial refund guideline table here to see when and how much of a partial refund can be given in different circumstances. Additionally, if a buyer falsely reports an item is Not As Described, sellers can report the buyer to us and received a $6 credit on their monthly invoice, along with feedback, defect, and seller metrics protections.
The Seller Protections team will be here for next weeks Weekly Chat, so be sure to join us then if you have further questions
I know about the new seller "protections" for the TRS. Is there any similar protections for the struggling seller who has not reached that level yet?
When it comes up in the Q&A - we can't just tell the OP there is no hope or they are not worthy. I am concerned about this. Thanks.
Hi @nc-daydreamer - Top Rated is definitely not an easy status to achieve. For members who are on their way to Top Rated, they can enjoy similar (though not exactly the same) protection if they offer free returns. This will allow them to issue a less than full refund in certain situations.
This is in addition to the other ways we work to protect all members who sell on eBay regardless of their seller rating. Thanks!
@mam98031 wrote:
brian@ebay wrote:
@golfingaddict wrote:
My question is about seller protection:
This happens frequently, just last week.
I send brand new in package undergarments.
Buyer receives exactly what they order but says "wore them, don't fit well, are uncomfortable, bigger than I thought (or smaller) I need to return them" In about half the cases they claim Not as described because they do not fit. In about 100% of the cases, the items are essentially ruined and I cannot resell them. (worn, out of package, no packaging included with return etc..)
Does the new seller protections offer me any recourse? Protections? Am I just expected to take the loss because the buyer doesn't like them, they don't fit, they are uncomfortable or other (not my problem) issues?
Thank you.
Hi @golfingaddict, the enhanced protections for Top Rated Sellers give sellers the option to give a partial refund if an item is returned damaged, used, or altered. Doing a partial refund also comes with feedback, defect, and seller metric protection for the seller. You can view the partial refund guideline table here to see when and how much of a partial refund can be given in different circumstances. Additionally, if a buyer falsely reports an item is Not As Described, sellers can report the buyer to us and received a $6 credit on their monthly invoice, along with feedback, defect, and seller metrics protections.
The Seller Protections team will be here for next weeks Weekly Chat, so be sure to join us then if you have further questions
Ebay use to have a policy on Altered or items not in the condition in which they were sent. So this means Ebay is doing away with that completely. The best situation Ebay will allow is for the seller to lose 50% [using the partial refund option]?? So sellers now need to accept anything the buyer chooses to ship back to us in any condition?
What happened to the policies on items must be returned in the same condition as sent?
Hi @mam98031, the new protections for Top Rated Sellers does cover altered items with up to a 50% partial refund. This protection is also available on items with free returns. A seller does need to accept the return to benefit from these protections. The current Money Back Guarantee information can be found here.
@3r_technology_solutions wrote:
brian@ebay wrote:
@3r_technology_solutions wrote:
I would like to know why ebay makes it to easy for the buyer to just click INAD or damaged and force a seller to take a return resulting in loss of any profit and in some cases lose money on a transaction? I hade a case of a toner cartridge that was bought from me and the buyer clicked item damaged and in the comment section put seller sent a damaged box? Was then told by multiple Ebay reps that in this case the box isn’t the item the toner inside is. IMHO this should have then been closed as an improper return, but was told that since the buyer opened the case they then had to follow return policy. Apon contacting Ebay was told there are certain criteria that must be met for me to then appeal and get return shipping credited to me once item is received. But I as a seller cant be told what that criteria is. What is Ebay trying to hide from us sellers?
Hi @3r_technology_solutions, if a buyer receives an item that doesn't match the listings description then we want it to be easy to resolve the matter. That being said, we do place return reasons that would be considered "not as described" reasons at the bottom of the list, and the buyer has to expand the list to see these. This is done to help minimize the number of returns where the incorrect return reason is selected. Ultimately, we look at the reason the buyer selected when they opened the return, such as damaged or not as described.
As for specific criteria, I'm certain you can understand how detailing this kind of information would lead to abuse of the protection you are seeking. If you qualify for this protection, we will be happy to provide compensation. If you do not, we may not be able to go into detail as to why this is not possible to ensure those who seek to abuse our protections are not given information they could use to manipulate or circumvent our policies.OK then could you please answer why ebay would force a return when the buyer opens the return for damaged item. Then in comments says the boxis damaged. Then asked to provide pictures and state condition of the damage. Then does not reply. When I as the seller then ask ebay to step in and within 10 minutes get the message from ebay that they decided in the buyers favor? How does this make any sense? A computer made that choice for me and allows the buyer to abuse the return policy. My recourse report them and take the loss?
Hi @3r_technology_solutions, I want to clarify that the reason the buyers selected when opening the return is the information that determines our decision. Opening a return for 'damaged item' is a Not As Described reason. Messages sent by a buyer are a separate piece of information and something that isn't used to determine the outcome. A big reason for this is that these messages typically require interpretation by us, and those messages can be interpreted several different ways. For example, a buyer claiming that the box was damaged could mean that the items packaging was damaged, the item itself if damaged (the buyer may refer to the item as a box), or that something within the item that resembles a box shape is damaged. We will not interpret these messages. Instead, we will use the reason the buyer selected when opening the return.
@automotivepartsrecyclrs wrote:
For sellers who offer ANY type of returns why not make the buyer contact the seller first?
We are seeing returns just placed back in the box and shipped back without any packing materials.
Buyers do not read the buyer requirements for a return.
Sure would be nice to get a item back on a return check it back in inventory and resell instead of opening the return seeing it has damaged beyond resell.
If a buyer had to contact a seller prior we could atleast ask them to properly package a return.
Even no returns buyers hit that INAD to force a return.
Hi @automotivepartsrecyclrs - we do! When a buyer opens a return request you are notified and able to work with them. You can use this time to arrange return shipping and provide them instructions on any packaging you'd like them to take.
@karlinfarm wrote:
We regularly view eBay's "Newly Listed" 1 oz. Gold bars and lately have been seeing way too many replicas being sold as "real". This has been rather disheartening to see and only adds confusion to those seeking to make a "safe investment" or those wanting to "make an honest sale here." Since 2012 we have followed, saved and seen over 400+ folk's shut down for counterfeiting. No lie. It seems eBay's security team has been rather lax recently, and these "replicas as real" seem to increase even more on weekends and holidays.? Like to hear why eBay lets a known "Seller" relist items after they were pulled by eBay Security before? Reporting an item seems to have stopped working when Devin N. Wenig left his post. Thanks for any reply.
RE:
[R.C.M. & A.H. bars shouldn't have "laser imprinted" serial numbers & Perth Green Certi-Card bars shouldn't have the letter's "U & R" so close together in "SECURITY CARD"]
Hi @karlinfarm - The security team is still here and reviewing reports! We definitely encourage you to continue reporting items you feel are inauthentic so we can review and take appropriate action. While we can't discuss action taken on other member's account, we do take violations of our listing policies seriously and there are an escalating series of consequences for members who repeatedly break the rules. Thanks!
@vrykalak wrote:
Twice in the last month, I replied to an offer with a counteroffer, then someone else bought the item for full price the next day.
Does existence of an offer improve SEP?
Hi @vrykalak - I'm not quite sure what SEP mean, but from context will assume you mean something like 'Search Exposure' or ranking in search.
I don't have any information indicating that the Best Match algorithm takes outstanding offers into account when considering your items' placement in search results. You can view more about what is considered in Best Match here. Thanks!
@countrybreakfast wrote:
Hi Brian.
I saw your response in this forum, that you were looking into the issue for multiple ebay members. https://community.ebay.com/t5/Selling/Huh-10-Business-Day-Handling-Time-Equals-August-01-quot/m-p/29...
I am having a similar issue, except I am offering 1 business day handling time. I've tried changing my handling and then changing it back. I've tried unenrolling from guaranteed delivery and re enrolling. I'm top rated seller, with 1.4% late shipment. I only have 10 late shipments out of 690 orders, and had four removed last night by the defects team. They said that even with the 10 I should be qualifying for Fast N' Free and Guaranteed Delivery on my listings as I offer free First Class Package or Priority Mail depending on item size/value. When instead I have an estimated delivery time of Saturday October 18th when today is Wednesday October 9th, with either mailing service. They defects team have sent my issue to a technical team, but I'm told it could take 5 days. This has been going on for a few weeks now, and honestly I've lost thousands in sales. I'm full time self employed and ebay is my main selling platform. If you were looking into this before, I'm hoping you have found an answer since and can help me get this fixed, because it needs to be fixed. Please, anything you can do would be much appreciated.
Thanks, Nick.
If anyone else has information on this issue, would appreciate any help.
Hi @countrybreakfast, the thread you linked is specific to listings that had a 10-day handling time, so these are different issues. However, I'm happy to review some of your listings and send over another report to our tech team regarding the handling times you are seeing.
@golfingaddict wrote:
1. Seller protections
Is the option to offer a partial refund for damaged items an option in the return process if you qualify? Will it always be there no matter what the buyer uses as a return reason?
2. Handling Time
I realize that ebay removed the handling time being shown in favor of the estimated ship date but does that get skewed if the buyer always ships in one day? I try for one day handling all the time so I understand that even when I offer 2-3 day handling, ebay estimates are based on what I usually do? Has something changed?
3. Show Handling time for 5+ days
I like that the 10 day handling shows a line on the front page that says (paraphrase) this seller offers an extended handling time in darker font.. brown I think.
Would ebay consider a compromise and offer that statement on listings if the seller has 5+ days handling time?
Thanks
Hi @golfingaddict, the partial refund option is available in all returns as long as the seller qualifies to offer partial refunds (free returns or Top Rated).
The estimated delivery date is calculated based on the sellers historical shipping times. However, sellers are protected from late delivery defects as long as they ship the item out within their stated handling time. If you normally ship within 1-business day and we estimated deliveries based on this, but you select 2-business day handling, you will be protected as long as you ship it within 2 business days.
We don't have any plans to add the extended handling time statement to other handling times, but it's something we can consider!
@vrykalak wrote:
@automotivepartsrecyclrs wrote:
Buyer returns a damaged item due to buyer damaging it and a seller still gives a partial refund? Kinda like renting?
At one time, eBay actually encouraged people to buy things on trial:
you can always return it if you don't like it.
Hi @vrykalak, I believe you are referring situations where the seller offers returns - if a seller offers returns, then they are setting the expectation to the buyer that they can return if they don't like it. This is a common business practice and encourages buyers who are on the fence about making a purchase to go ahead and buy the item with the assurance that they can send it back if it doesn't meed their needs/expectations.
Though I was unable to find any specific examples of messages from eBay related to this and our requests for examples back in the beginning of 2018 were not replied to, it wouldn't surprise me if we highlighted the exceptional service that some of our sellers provide. Again, many businesses prominently highlight return policies that offer "no questions asked" returns, "100% satisfaction guaranteed" disclaimers, etc. Letting buyers know that an item they are interested in poses a low risk to them is a very common practice, so it is entirely possible that something similar to what you describe occurred.
I just wanted to make sure the context was clear on this topic, that the related discussion in the Community was specifically related to sellers who offer returns 
@mam98031 wrote:
@mam98031 wrote:
brian@ebay wrote:
@golfingaddict wrote:
My question is about seller protection:
This happens frequently, just last week.
I send brand new in package undergarments.
Buyer receives exactly what they order but says "wore them, don't fit well, are uncomfortable, bigger than I thought (or smaller) I need to return them" In about half the cases they claim Not as described because they do not fit. In about 100% of the cases, the items are essentially ruined and I cannot resell them. (worn, out of package, no packaging included with return etc..)
Does the new seller protections offer me any recourse? Protections? Am I just expected to take the loss because the buyer doesn't like them, they don't fit, they are uncomfortable or other (not my problem) issues?
Thank you.
Hi @golfingaddict, the enhanced protections for Top Rated Sellers give sellers the option to give a partial refund if an item is returned damaged, used, or altered. Doing a partial refund also comes with feedback, defect, and seller metric protection for the seller. You can view the partial refund guideline table here to see when and how much of a partial refund can be given in different circumstances. Additionally, if a buyer falsely reports an item is Not As Described, sellers can report the buyer to us and received a $6 credit on their monthly invoice, along with feedback, defect, and seller metrics protections.
The Seller Protections team will be here for next weeks Weekly Chat, so be sure to join us then if you have further questions
Ebay use to have a policy on Altered or items not in the condition in which they were sent. So this means Ebay is doing away with that completely. The best situation Ebay will allow is for the seller to lose 50% [using the partial refund option]?? So sellers now need to accept anything the buyer chooses to ship back to us in any condition?
What happened to the policies on items must be returned in the same condition as sent?
Brian
For example this policy. Which has been significantly re-written and seems to leave sellers out in the cold with the best they can do is be out 50% of the value of the item. Even when the item received back isn't what was shipped in the first place.
https://www.ebay.com/help/policies/member-behavior-policies/condition-returned-items-policy?id=4763
Hi @mam98031, that policy update is specific to altered items. A completely different item is not considered an altered item as it is not the original item being altered, but something altogether different. If you receive a completely different item back then you should contact customer support to see what options may be available to help.
