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Changes to Buyer Blocks
Heads up to sellers: there have been some changes to how buyer blocks work.
On the Buyer Management page, sellers can add buyer IDs to their Blocked Buyer List. There's a setting on that page called "don't allow blocked buyers to contact me."
In the past, that setting affected both buyers blocked by the BBL and buyers blocked by buyer requirements (location, UPI strikes, etc).
eBay made a change. That setting now applies exclusively to buyers blocked by buyer requirements.
When the 'don't allow blocked buyers to contact me' setting is disabled, it no longer applies to people on your BBL.
If a buyer is on your BBL they are blocked from messaging you, even when there's a recent transaction.
Sellers that choose to allow communications when buyers are blocked are now out of luck when they want to protect their accounts from future purchases while simultaneously communicating with a buyer to work out any issues.
There is another block function which is through eBay messages. When this first rolled out we were told 'block this member' blocked only messages and did not add a buyer to your BBL. Using that function does add a buyer to your BBL as confirmed today by Kyle from the Community Team.
kh-phdan
·2 years agoHi Everyone,
Since this conversation continues to go off-topic, we're going to go ahead and lock this thread. If you want to discuss this subject again, please create a new thread, but please remember the community guidelines when posting.
kh-phdan
·2 years agoHello everyone,
Since this thread has gotten a bit off-topic, please bring the discussion back to the subject of original post.
Thanks!
mam98031
·2 years agoOld thread
wastingtime101
OP2 years agoTopic still current and relevant as sellers are just discovering these changes since eBay never announced them.
Plus, from what eBay reps have said on this forum, it's not considered "old" and lockable until it's 6 mo +.
mam98031
·2 years agoSometimes it is better to start a new thread. IMHO
wastingtime101
OP2 years agoAnd we've been actively using this thread to present use cases to Kyle. There's no need to start a new discussion. All of the info is current; nothing is outdated. It's not even a long discussion.
I've requested for mods to lock several of my own old threads when they were bumped, but I disagree that this thread should be locked.
If the topic is old to you, you are free to not read any further.
mam98031
·2 years agoThere is no need to get snarky.
wastingtime101
OP2 years agoI don't see any snark.
mam98031
·2 years agoI did. Your closing statement.
wastingtime101
OP2 years agoHi @kyle@ebay . A seller posting on this thread reported they are receiving messages from buyers on their BBL.
Did eBay reverse course on this change thanks to all the feedback we've been escalating and once again put that choice in the seller's hands?
The verbiage on the buyer management page has not changed. It still indicates BBL = zero messaging.
kyle@ebay
Hey @wastingtime101 I'm not aware of any changes to this yet, but we've continued to push these suggestions to the appropriate teams. From what I read in that thread, it feels like we may not be getting the whole picture from OP. But I'd still recommend to keep an eye out for any other reports from others that may be getting messages from blocked buyers. And if I receive an answer to this on my end, I'll be sure to share those updates!
wastingtime101
OP2 years agoThanks @kyle@ebay - appreciate it!
wastingtime101
OP2 years agoThis continues to be a problem. I've seen numerous sellers affected by this over the past few months. I've had additional experiences (including 2 weeks ago) where I wanted to block a buyer but couldn't because it also blocks communication. @iamalwaysright had the same issue today with an abusive buyer.
If you don't mind @brian_burke@ebay, I'd like to loop you in here and ask if you'll review this discussion and consider sellers' feedback.
It's not OK that eBay took away the seller's choice to block or not block communications with buyers on our BBL.
It's very common for sellers to run into abusive and problematic buyers we want to block from purchases to protect out selling accounts, but keep communications open to provide good customer service as we deal with returns, claims, disputes, post-purchase issues and more.
mam98031
·2 years agoI agree. These use to be two separate functions, but now they are one and the same and it simply should not be that way, they should be separate. I know I complained when I learned about this late last year and I know many others that complained too. It could be that they just wouldn't consider it during the Holidays, hopefully now I hope you can get some attention to what I see as a very serious matter for sellers.
@elizabeth@ebay
@kyle@ebay
@devon@ebay
devon@ebay
Hey @mam98031! We will be sure to have this shared over with the team in charge of the blocked buyers list and if there is any insight that we get back that can be share we will be sure to let you know.
iamalwaysright
·2 years agoYes I agree. Not sure if this was discussed previously in here, but I tested the system myself just now. And not only does disabling the "don't allow blocked buyers to contact me" toggle not work, but the blocked buyer is "allowed" to send the seller a message without any prompt or notification of blockage. The message successfully gets sent in the buyer's eyes and the message just goes into ebay limbo never arriving to the seller. This is a big issue because now the buyer will accuse the seller of seeing their messages and not responding to them anymore.
wastingtime101
OP2 years agoWhich can hurt the seller if the buyer decides to file a payment dispute and use "ignored" messages as "evidence" for their claim.
Or it can escalate a buyer's agitation when they are already unhappy about a return.
Not to mention, sellers that don't know about this 2023 change have no idea their buyers are being ignored.
ajs_coins_and_alchemy
·2 years agoTwo buyers in past couple days ... both I would like to block from purchases but retain communication ability. I blocked one and didn't block the other. I NEED communication with one (can't block) and I would LIKE communication with the other ... call me morbidly curious (but I did block them).
One took it upon themselves to just return the item outside of ebay's system w/o a case. Need communication open b/c i dont even have a tracking number for it yet. Want to block them from future purchases as they've already burdened my business with their poor buying practices ... but can't as there is an active return I may need to discuss with them.
Other one messaged me accusing me of NAD. Then I politely explained their basic misconceptions to them and they berated me and changed their appeal to remorse return (all in messages, no open case). I decided to block them, they don't need to talk to me to figure out how to open a return if they so choose, and I'm not interested in helping them with that at this point. I definitely don't need them buying from me again, I don't NEED communication with them, but I would have appreciated if it was MY choice whether or not I saw their messages.
I commend you for wanting to provide great CS to someone you've already decided to block. You're a better person than me for sure, some buyers are written off in my book when they've earned a spot on my best buddy list... OTOH sometimes I like to just temporarily block buyers if they start a return, and will unblock them after the return is complete and goes smoothly. In those cases I just want the ability to pause their purchase priveleges from me, would especially want the communication to remain open ... wish that were an option, but that's another problem for another day.
gurlcat
·2 years agoHuh, I wonder what happens if they wrote during the period they were blocked, if you then unblocked them, would their previously-ghosted messages finally drop in your inbox?
ajs_coins_and_alchemy
·2 years agoTwo great minds think alike @gurlcat , I have also wondered this since I learned of this change.
You know, I will actually raise this a step further ... we have options to automatically (transiently) block buyers if they have purchased X number items in a given time from us, why don't we have the ability to automatically (transiently) block if they have open return cases with us? That's a no-brainer to me ... am I wrong?
gurlcat
·2 years agoI'm the wrong person to ask that because (swear I'm not taking this opportunity to brag) I so rarely get a return, because of how clearly I describe and photograph my stuff. So, when I do get a return I know it is buyer remorse, or rather spender remorse, someone making their money problems my money problems, so I block them and throw away the key, LOL. I don't need that impulsive-buying-then-regret-having person buying from me ever again.
gurlcat
·2 years agoYesterday I received this message. I was the buyer in this case, of a mixed jewelry lot that, according to the seller's description and item specifics, was supposed to include a 14K gold ring (there was a gold colored ring marked 14k but it was fake), and vintage costume pieces marked by 3 specific popular designers (none of the pieces bore those markings). BTW he waited 3 days to ship and the junky jewelry was in a wadded ziploc discolored and brittle with age, and when I cut the box open it was like a huge ashtray full of butts hit my face. This was an obvious, immediate INAD Return, so I did.
I predicted that this seller would ride out his refund window after delivery, and sure enough he did. But just 2 hours before (eBay) midnight of his final day of grace, he sent me a message saying I didn't return everything he sent, describing a few "bleeping" pieces that were not in the ziploc (from his vague description anyway). Then another message about an hour later. I was asleep so I didn't see them. When I awoke the next morning I saw that I had my refund (no idea if it was he or eBay who paid it) and I saw there were 3 seller messages. This threatening one was sent right before I woke up, and after the eBay message saying I was refunded.
Yes I reported it of course. I have no idea what will happen. Considering the dude lives in Minnesota, I live on the Gulf Cost, and he can't even afford a new ziploc, I know better than to really expect him at my door demanding a few pieces of costume jewelry, but the threat to do so is definitely the most unhinged message I have ever received from anyone on eBay. So my wheels automatically start turning, thinking of what else he might do for revenge, and of course one possibility is that he could buy something from ME, with intent to file INR and send back a dog turd or ...... worse. There seems to be a lot more mental illness and RAGE than ever before in this country.
The obvious choice would be to put him on my BBL, but since this would blind me to any subsequent threats he may send, blocking him could actually be a more dangerous choice than leaving myself vulnerable to a malicious purchase. Now for all I know, he isn't aware that I'm a seller and won't obsess enough to figure that out. But bear in mind, this same scenario can (and does) happen with the roles reversed, the threatening party being the buyer, who the seller would obviously want to block, but not block their own awareness of potential danger. And yes it could be ESPECIALLY bad if the threatening party didn't know their messages were blocked, and instead believed their threats were being read, but ignored!
It is the epitome of how shortsighted the policy change is.
wastingtime101
OP2 years agoHi @kyle@ebay . Another use case from gurlcat. She bought a lot, returned for SNAD, seller made threats. She wants to block them from retaliation malicious purchases but cannot because she needs to monitor if the seller escalates with more threatening messages.
@gurlcat - why are you buying and selling on the same ID?! Stop doing that. ðŸ˜
gurlcat
·2 years agoBecause I can't use spendable funds in my other account.
oldwestcoins
·2 years agoBut what happens when the buyer is blocked at first and yet makes it to second and wants to message the seller who blocked him when he finally makes it to third?
wastingtime101
OP2 years agoWho's on First?
dncomputers.ws
·2 years agoI have a major issue with this change. I just talked to customer service, who wrote up something, but I really hope this can be adjusted. He told me he only became aware of this change about 2 weeks ago! I even talked to an eBay rep several weeks ago regarding a buyer who said I didn't respond, he could see the messages, but they never showed up for me. He stated it must be a glitch, I should have received the messages because of my settings, but I now know, this was as designed, and the rep was not aware of the change. This has been very poorly communicated when even eBay reps don't know about this change, how are sellers expected to know? I've been selling for 20 years and now it suddenly changes.
Here's my situation. I had a buyer buy an item, the exact reason isn't important, but I decided to block the buyer after they sent me several messages, and I just knew in my gut this buyer was trouble. I wish we could just cancel, but I understand that's not an option available to sellers, I had to fulfill my part and ship the item they ordered, but I knew for sure I NEVER wanted to deal with this buyer again, so I went ahead and blocked them, and shipped the item, it gave me some peace knowing I would deal with this buyer just this one time.
Well needless to say, this buyer must have had an issue of some kind (I assume user error from the negative feedback I received, but never seeing the message, I have no idea), must have tried to message me, and was understandably upset because I didn't respond. I don't blame the buyer for this, and it was not my intention to not receive the buyer's messages, I just didn't want them to place another order ever again.
This is just bad all around, the buyer got bad service unnecessarily, and had a bad experience on eBay. I had a bad experience as I ended up with a negative (I feel undeserved as I was unaware I was blocking all communication), for a problem I'm sure would have been easy to solve had I received the messages from the buyer.
As it is right now, in a situation like this, I have 2 options:
1) Cut off all communication, but make sure I never sell to the buyer again.
2) Allow the buyer to continue to contact me if they have an issue or problem in the future, but then I have to deal with them maybe purchasing from me again.
Previously I had the ideal option which was to keep communication open indefinitely, but prevent them from making any further purchases.
Maybe I'm petty, but when someone causes me problems, it gives me a small amount of joy when I can block the buyer, and know I will never have to deal with them again, why do you have to take this little joy away. And to change it to block all communication, is just weird. The rep I talked to today since the change was because buyers were harassing sellers, and some sellers wanted to block this. I understand that, but I personally don't even see the point of this. In all my years on eBay, I don't remember ever feeling the need to block all communication with another eBay user. Having the option is fine, but I would personally prefer to receive it, and just ignore the message, and if it's really bad, report the buyer and let eBay deal with them. I think even in the most extreme cases, in the past I've had threats of violence for example, I would want to receive the messages to judge the situation, or at least keep aware of what is happening, so I could at least respond if I chose, or report to authorities, etc.
Can we have 2 lists, a block communication list for those who want the way it works now, and blocked bidder/buyer list?
wastingtime101
OP2 years agoHi @kyle@ebay . Please pass on use case of @dncomputers.ws above, and from @sstcq who posted on this forum and was joined by other sellers on the UK forum:
sstcq
·2 years agoThis message pretty much outlines my experience (near perfectly). If a potential buyer asks me lots of stupid questions then I know they are going to be trouble and I want to block them from buying, but I don't necessarily want to not hear from them again as I might have misunderstood - but an example of this would be 'is it fully-working, what condition is it in, what is best price, etc' especially when this is answered in the listing if they bothered to read your carefully written detailed description and not look at the first picture only.
I recently blocked a buyer because he asked for a discount, I said no, he bought the item anyway and big surprise, there was a problem with it and the partial refund he was seeking would have pretty much amounted to the discount I refused him in the first place. Anyway I troubleshooted the issue as normal but added him to the blocklist to be sure, never heard another peep (now I know why...), a month later get my first negative feedback, 'seller ignored me and stopped responding'. What, I thought? Contacted buyer, he showed me messages that he sent that I never got, thought we had mutual understanding and asked him to change the feedback if I could sort his problem - got blackmailed and decided to let it stay (but that's irrelevant). This was 100% eBay's fault and in the interim I had reps telling me I should be able to receive messages so clearly they didn't know either which makes this even worse. In the end I got told the technical term was 'silent block' but amazingly they were still accepting buyer messages and pretending to send them to me, the seller, none the wiser.
In what possible world can this lead to a good buyer experience and one that encourages buyers and sellers to work together and buyers to buy again? I would love to understand the thought process here. Also 'overwhelming feedback' seems like total **bleep**, who would have demanded one or the other over, say, a toggle that clearly shows how it will work with opt-in/out to blocked buyer messages?
wastingtime101
OP2 years agoI'm renewing my objection to this change @kyle@ebay .
Dealing with a buyer that filed a SNAD even though their reason is remorse. Trying to work things out through messages means I cannot block the buyer from making additional purchases until this is complete. This is infuriating that I can't offer great CS while simultaneously protecting my account.
kyle@ebay
Hey @wastingtime101 that's a great use-case that I will be glad to pass along!
wastingtime101
OP2 years agoThanks @kyle@ebay . Here's another use case for you.
https://community.ebay.com/t5/Buying/Trying-to-pay-seller-but-unable-to-contact-Please-help/m-p/34081960#M465338
This is another reason why eBay should not automatically block communications from buyers on someone's BBL unless the seller enables that setting. I don't know this particular seller's settings, but if they allow messages from blocked bidders then they probably have no idea about the recent changes and that this buyer is trying to do the right thing and reach them to arrange re-payment.
kyle@ebay
Hey @wastingtime101 thanks for this feedback. I'll continue passing this along to the appropriate team as well!
stuffygrotto
·3 years ago@wastingtime101
So I just checked the dialog on the BBL page and ... I cannot remember if this bolded portion always said this or was it revised per the new clarification? (see image below)
🤯
wastingtime101
OP3 years agoWe can't check the internet archive since it's an account settings page, but as far as I can recall I believe the words "or send you messages" are new relative to when this change was made.
The other bolded portion isn't new. The part about restoring your list isn't new.
The help page doesn't say anything about message blocks.
https://www.ebay.com/help/selling/resolving-buyer-issues/blocking-buyer-ebay?id=4082
stainlessenginecovers
·3 years agoGreat work @wastingtime101 but hate to say it; this 'thread' has now become very convoluted.
Can you just 'sum it up' in 20 words... what is going on with PURPOSELY BLOCKED buyers (regarding communication)?
Then, 20 words what happens to those 'blocked' because they are non-payers?
wastingtime101
OP3 years agoBBL buyer can send messages to the seller, but the messages are blocked from going through to the seller, even when there's a recent transaction. Seller has no idea and buyer thinks they're being ignored.
Buyer requirements block them from purchasing. Seller chooses whether messages are blocked or allowed.
I'm not counting number of words. If these replies are too long, too bad. 😆
stainlessenginecovers
·3 years ago@wastingtime101
Good Job!! (I'm allergic to 'too many' words 🙂
Funny; because I NEVER had that 'toggled' over; just to see who would message me and say 'hey! I can't buy from you, why? (but then I would just 'ignore' and NEVER respond).
ps. I block for 3 reasons.
a.) Giving me a RIDICULOUS hard time over 'shipping time' when ALL our listings show 5 Days Handling
b.) Leaving Neutral/Neg feedback
c.) Returning (as we build to order and all items are proven to fit stock vehicles).
wastingtime101
OP3 years agoMore information about buyer blocks came to light today, specifically about the exemption list. Elizabeth from eBay confirmed:
If you turn on the auto-pay setting for offers and auctions (which, by default is enabled for all sellers unless they turn it off), adding a buyer to your exemption list will not exempt them from auto-pay.
If you use automatic unpaid item settings, adding a buyer to your exemption list will not exempt them from that preset cancellation window.
tealt
·3 years ago@wastingtime101
Thank you very much for researching this.
Your explanation is clear when I read it carefully, but then the whole block-this-buyer-and-what-about-messages scenario makes my head spin. Three possible ways to block. Who can see whose messages (or not). Who will know (or not) if their messages are actually getting through. Argh!
I wish...eBay would, produce for easy reference, some type of if-then flow or FAQ that would cover every possible situation.
I wish...but it won't happen because eBay didn't bother to even announce this change. I'll just hope I never have to get entangled in all this.
whatamisellingtoday
·3 years agoThat is... come on ebay! Are they just churning out changes without paying attention? lol
wastingtime101
OP3 years agoAdding more info thanks to @exoticatropicals who confirmed:
When a seller messages a buyer on their BBL, the messages do go through to the buyer. When the buyer replies to the seller, on the buyer's end it looks like the messages go through, but the seller will never see those messages.
When a buyer initiates messaging to the seller it again looks like the messages go through from the buyer's side, but the seller will never see those messages. The blocked message appears only if the buyer attempts to purchase an item from the seller.
I'm not a fan of this change. I think the seller should control whether or not they want messages from people on their Best Buddy List to come through for a long list of reasons.
The fact that people on your BBL are blocked from messaging you, regardless of your preferences, and to the buyer it looks like the messages are going through - that's even worse. If buyer and seller are trying to work out an issue, buyer will think seller is intentionally ignoring their messages. Seller may want that buyer blocked to prevent purchases, while still maintaining communication about a recent transaction.
wastingtime101
OP3 years agoI worded that poorly. It implies blocked messages will find their way to a seller if buyer tries to make a purchase which is definitely not what I intended to say. Change to:
The error message banner that lets a buyer know they're blocked appears only if the buyer attempts to purchase an item from the seller. The banner does not appear if the blocked buyer sends a message to the seller.
iamalwaysright
·3 years agoOkay. So correct me if I’m wrong, this essentially means that a buyer on your BBL list can never ask to be removed from your list huh, or even ask why they are BBLed.
Well actually, they CAN ask since eBay won’t tell them that their message basically went immediately into the garbage huh. They just won’t know that they weren’t heard.
What happens if that “DABBTCM†option is enabled? Do the BBR (blocked buyer requirements) buyers get a notice that their message didn’t get to the seller, or are they left hanging like they are doing with the BBL buyers?
wastingtime101
OP3 years agoI do not know and that would be difficult to test so maybe @kyle@ebay can answer.
Kyle, if the "don't allow blocked buyers to contact me" setting is enabled, and a buyer comes up against a buyer requirements block, will that buyer's message appear to go through from the buyer's end or will they be blocked from sending a message?
The only explanation shown on the buyer requirements page says those buyers will not see a contact button on the seller's Q&A page (I assume that's the ASQ function through the active listing flow that takes you to the seller's FAQ?). But that doesn't say the buyer can't find a contact button on the seller's profile / feedback / store front page.
kyle@ebay
Hey @wastingtime101 that's a good question! When a buyer blocked by your buyer requirements tries to contact, they are presented with the following message:
"We're sorry we couldn't find an answer for you. Unfortunately, this seller is not able to respond to your question. We suggest reviewing the item again to see if your answer is in the seller's listing."
wastingtime101
OP3 years agoYep, and that's pretty bad. The way BBL messages appear to go through on the buyer's end makes buyers think they are being ignored, when in reality the seller has no idea the buyer is sending a message.
I've always allowed messages from blocked buyers.
BBL:
- Sellers should always be able to block someone from making purchases while leaving the lines of communication open if there's been a recent transaction. Why make a buyer think their messages are going through and being ignored? All that does is make them angry and give them ammunition on a payment dispute.
- Blocking messages zaps the ability to provide customer service while simultaneously protecting ones account from future purchases. It zaps the ability to avoid claims and disputes if that buyer is willing to send a message and try to work things out.
- Blocking messages also means sellers won't get communications that could assist if a claim or dispute is eventually filed.
- I prefer to not block messages, even if I plan to intentionally ignore those messages. Example: Someone on my blocked list (on there for a really good reason) comes sniffing around 6 mo later asking questions. That puts me on alert they may attempt a BBL circumvention when they realize they can't purchase, so I can look out for their name, address, or city on purchases that come through the next couple weeks.
Buyer requirements:
- If someone is blocked based on location I can make a case-by-case decision if I want to ship to their country or if I want to suggest they use a freight forwarder.
- If someone is blocked for too many UPIs, I can add that buyer to my exemption list. I figure if the buyer makes the effort to contact me they're more likely to follow through. I've done this numerous times in the past and never had a payment issue with those buyers.
- If someone is blocked for buying more than my max allowed number of items in the last X days, I can evaluate the type of item they're purchasing, if they're a repeat customer, etc. Based on the risk assessment I can choose to either add them to my exemption list or ask them to wait X days before making an additional purchase. But the buyer should be able to ask.
Bottom line: if eBay is going to force the message block when someone's on my BBL, they should at the very least allow messages if there has been a recent (past 90 days) transaction.
ittybitnot
·3 years ago@wastingtime101
Thank you for that, but what a confusing mess!
wastingtime101
OP3 years agoIt's made worse @ittybitnot because I doubt many sellers realize eBay made this change so they don't know BBL messages aren't getting through despite not checking the setting to block messages. And the buyer thinks they're being ignored which is worse than seeing an alert that their message is blocked.
sin-n-dex
·2 years agoI'm in entire agreement with you. If I have done a transaction with someone who is upset, and I BBL them to keep them from buying more stuff, I should at least be allowed to see their replies while we sort out the current transaction. I have been known to remove someone from the BBL (when they were on their as a precaution to protect my account, but it was just a precaution).
This might explain a few things about why I haven't gotten replies from buyers... I had a couple buyers that gave bad addresses and their stuff came back. I BBL'd them to keep them from buying more stuff with their bad address, but it was just a precaution until I sorted out the issue with the current package. I messaged one buyer to ask for their current address and never heard back... now I know why. They were only BBL'd to keep them from buying more stuff until they updated their address, not for any other reason. I did reach out, but the new change explains why in 2023 I never heard back.
I also had a problem with a buyer who left a negative and I was sorting out a return. I thought I was being ignored because I never got any replies to my messages, but they may have replied and I didn't see it because I blocked them. (I block anyone who's first action is to leave a negative without trying to resolve the problem).
So what does this mean, I can't block anyone unless I really never want to hear from them again? I only block people to stop them from buying, not to stop them from messaging me. My setting was never selected in my profile to block messages from members.
In some cases the reason was very specific and resolvable, but I wasn't going to attempt to resolve it unless they contacted me first to ask why they could no longer buy. Then I could tell them the reason and attempt to work things out.
I really don't like this new change at all... sellers should be in control of how far they want to go to block a member, not have it be decided by eBay.
C.
mam98031
·2 years ago@sin-n-dex
Check your site preferences for Buyer Requirements. You can turn off or on if you want emails from members on your BBL.
wastingtime101
OP2 years agoThat's incorrect and the entire point of this discussion. Scroll up to post 1 and see for yourself.
We can only block/allow comms from buyers blocked by buyer requirements. If a buyer is on the BBL that setting has no bearing. eBay auto-blocks comms from buyers on the BBL.
wastingtime101
OP2 years ago@kyle@ebay please see above for several use cases where this block caused issues for @sin-n-dex . Thanks!