Cannot read messages / buyer questions anymore

[kerznak]

I have an issue that prevents me to communicate with buyers. In the new seller dashboard - the selling overview page - it shows "Messages from Buyers" then it lists items that have messages (I think questions from the product page). The issue is I cannot find anywhere to read the actual message. It only shows the first few lines as a preview and all I can do is click on "Reply" but even in the reply section I cannot see the original message.

Makes it impossible to "reply" if I cannot read what the person wrote. I looked everywhere and cannot see anyplace where you can read the full length message. I went to the message section but that is empty. I think those are questions send through the product detail page.

[eburtonlab]

Do the messages appear in your Messages Inbox?

https://mesg.ebay.com/mesgweb/ViewMessages/0

If so (or if the message is in the same format), you should be able to read the entire message by clicking on the message title.

[kerznak]

No they don’t. In the app it shows „answer question“ link on the product page, which redirects to the inbox, which is then empty.

[rwilson4409]

I’m actually having a similar issue where I’m not receiving any new messages. This actually caused me to get a negative because I couldn’t help resolve a problem with a buyer. Contacted eBay on Facebook and they read off a message to me that I can’t see on my end. I’m glad it’s not only me having this problem and it’s extremely unfair to sellers who are in a situation like me where they can’t see any problems that our buyers are having. I have emailed eBay and I’m awaiting a response now. 

[catfreak180]

Hi,

Can you let me know if eBay helped you to resolve this in the end? This exact thing has just happened to me also. I just received a negative feedback and the buyer stated in the comments "no reply to comms". So I rang ebay and I've just got off the phone with ebay now and they can see that the buyer messaged me on their end but the message is not coming through to my inbox. It's definitely a site issue, which the call agent refused the accept! 

Just so unfair on me as I never received this message and I've now received a negative feedback due ebay's own website not working! 😞

[kerznak]

I managed to resolve this the following way:

In my case my eBay account was created in a different country (Germany), but I used the account in the US since years without issues. eBay sent me emails in German, but everything else worked. However this recent change broke the messaging for me.

I called support and asked to have my Website Registration Country changed, as it was advised here in the forum. This not only resolved the issue with messages for me, but it also fixed the issue that eBay would sent me emails in German. 

Do note: I could only see new messages not old messages. eBay had to open a support ticket to restore the old messages. At least one did get restored after 48h and popped up in my inbox. 

Hope this helps. 

[wesk_36]

I wonder if it has something to do with ebay deliberately blocking or censoring messages back and forth?

"eBay began blocking some messages sent through its messaging system, according to buyers and sellers."

https://www.ecommercebytes.com/C/blog/blog.pl?/pl/2021/4/1617820530.html

[rwilson4409]

I never did get a fix to this issue. I contacted ebay through their facebook page and emailed them and they think its a nonissue. "A technical thing with our website doesn't invalidate someone's feedback" is a direct quote I received from a eBay customer service representative. I even asked them to read this community forum to see that there are other eBay users with this issue. 

I see this as a huge issue for us sellers, how can we help our customers if we can't see their messages? 

eBay doesn't seem to care about us or any technical issues with their website. 

[overstock-market]

Hello. Could you kindly tell me if ebay resolved your feedback issue? I just received negative feedback as the buyer states I have not replied to any of their messages. I called ebay and they can see that I've replied to all messages, but they were never opened? Just curious if they removed the feedback.

Thank you.