Community Chat, April 10 @ 1:00 pm PT - General Topics

[Anonymous]

Hi everyone 

Join us here at 1 PM PT on Wednesday, April 10 for the Weekly Community Chat with eBay Staff. We don't have a set topic this week, so bring your general eBay buying and selling questions for discussion. 

See you then!

[sev.prom]

Hello. I am a new seller on eBay. I have registered 8,03,2019. I have a limit of 10 items. I put them all up for sale. I read that if I open the store, I can sell up to 100 items per month. I opened the STARTER store 28,03,2019. I saw that I still could not sell more than 10 items. Then there is no point in it. And after 3 hours I closed it. I was billed $ 10.78, although the store does not work. How to fix this error? Or raise sales limits? I can not contact by phone. Thank.

[vrykalak]

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brian@ebay wrote:

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@emerald_door wrote:

Will eBay reconsider the policy of always siding against the seller in "not as described" cases?  The way things are now, a buyer can buy "Red Shirt Size XL Cherry Color," and click not as described, with a message saying, "I didn't realize it was red.  I wanted blue," or "I didn't see that it was size XL.  I always wear size Small."  In both cases, those would be automatically decided against the seller, and the seller would be forced to accept the return and give the buyer a full refund including shipping both ways.  In the rest of the selling world, that's not considered "the cost of doing business."   

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Hi @emerald_door, we don't have any plans to change the Money Back Guarantee process at this time. 

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In olden days, a human actually looked at NAD claims to see if they made sense. It is NOT an improvement to accept all return requests without any analysis.

[mam98031]

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brian@ebay wrote:

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@emerald_door wrote:

Will eBay reconsider the policy of always siding against the seller in "not as described" cases?  The way things are now, a buyer can buy "Red Shirt Size XL Cherry Color," and click not as described, with a message saying, "I didn't realize it was red.  I wanted blue," or "I didn't see that it was size XL.  I always wear size Small."  In both cases, those would be automatically decided against the seller, and the seller would be forced to accept the return and give the buyer a full refund including shipping both ways.  In the rest of the selling world, that's not considered "the cost of doing business."   

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Hi @emerald_door, we don't have any plans to change the Money Back Guarantee process at this time. 

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I honestly do not think that Emeralds question had anything to do with changing the MBG.  I also think the vast majority of sellers will take care of their customers when a real SNAD is filed.

Clearly what Emerald described is a Buyer's Remorse return.  There was NOTHING wrong with the item.  The buyer got EXACTLY what they ordered which can be evidenced by the EBAY purchase record and the PP payment record.  So it is NOT a SNAD, it was an honest mistake by the buyer.

Finding a remedy to this problem for sellers or some kind of relief has NOTHING to do with changing the MBG but has to do with how Ebay has chosen to process no fault returns and refunds for buyers.  No matter what they say or what they do, if the file a SNAD, they are nothing short of guaranteed to get their money back with our without a return.

[millcreekrescue909]

Exactly! 

[coffeebean832]

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tyler@ebay wrote:

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@gracieallen01 wrote:

This should have already been to the team.  The OOS individual option has been in the forum topics for, at least, a month, if not since very shortly after the announcement of GTC. 

Is this really a surprise suggestion?

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Hi @gracieallen01 - I'm not aware of what has been suggested to the Seller Hub team in the past (I know that I haven't heard that feature request before). It doesn't mean that it hasn't already been suggested though, so I may be retreading old ground by sending it to them, thanks for the heads up!

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tyler@ebay 

https://community.ebay.com/t5/Selling/OOS-at-listing-level/m-p/29592263#M1383595

[flo_mingo]

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@hioctane62 wrote:

Why do you guys keep holding these chats, when nothing ever gets fixed or addressed, and the standard answer to 80% of the questions is "we don't have any information to share at this time". Why don't you just post an update saying that and not waste everyone's time for an hour?

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Why is eBay silent on the concerns of sellers who are dissatisfied 3 charges for GTC. If it si Good til canceled than it should not also have a 30 day renewal fee. That is just deceptive greed.  I am not opposed to GTC. I am opposed to the fees and the cancellation strategies that defeat the purpose of GTC.  

[millcreekrescue909]

That's exactly correct.  They can lie.  You can prove they are lying...and you still lose your money.  If not for the full amount, at the very least, for the return shipping costs.

[gracieallen01]

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tyler@ebay wrote:

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@gracieallen01 wrote:

This should have already been to the team.  The OOS individual option has been in the forum topics for, at least, a month, if not since very shortly after the announcement of GTC. 

Is this really a surprise suggestion?

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Hi @gracieallen01 - I'm not aware of what has been suggested to the Seller Hub team in the past (I know that I haven't heard that feature request before). It doesn't mean that it hasn't already been suggested though, so I may be retreading old ground by sending it to them, thanks for the heads up!

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I see.  You folks update and pass along hints and suggestions to all of the other teams, but nobody bothers to fill you poor folks in on anything going on, and then let you take point and the first hit.  I can't say that is particularly nice or fair, but I suppose it is more and more the way of the world nowadays.  Thank you for the reply.

[brian@ebay]

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@mg152 wrote:

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@Anonymous wrote:

Good afternoon!

The chat is now open for replies 

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Did anyone from eBay see my post yesterday? I combined shipping on 2 coins, added the tracking and got a late shipping mark on 1 of the coins. I went from 100% shipping to 96%. Not happy. I combined the shipping, added the tracking, shipped on time. Had a very happy buyer and I’m getting punished? I have no bad marks. All my metrics are/were at 100% No returns or refunds, no late shipping nothing until now.
How do I get that fixed? It’s bothering me.

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Hi @mg152, I'm happy to take a look into this. I'll send you an email sometime after the chat for more details. Thanks!

[flo_mingo]

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@my-cottage-books-and-antiques wrote:
flo_mingo, Where are you getting 90 days?

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It was my understanding that GTC renewed 3 times every 30 days and then quit. Have I got this wrong it renews forever. 

[mam98031]

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@mam98031 wrote:

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brian@ebay wrote:

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@emerald_door wrote:

Will eBay reconsider the policy of always siding against the seller in "not as described" cases?  The way things are now, a buyer can buy "Red Shirt Size XL Cherry Color," and click not as described, with a message saying, "I didn't realize it was red.  I wanted blue," or "I didn't see that it was size XL.  I always wear size Small."  In both cases, those would be automatically decided against the seller, and the seller would be forced to accept the return and give the buyer a full refund including shipping both ways.  In the rest of the selling world, that's not considered "the cost of doing business."   

---

Hi @emerald_door, we don't have any plans to change the Money Back Guarantee process at this time. 

---

I honestly do not think that Emeralds question had anything to do with changing the MBG.  I also think the vast majority of sellers will take care of their customers when a real SNAD is filed.

Clearly what Emerald described is a Buyer's Remorse return.  There was NOTHING wrong with the item.  The buyer got EXACTLY what they ordered which can be evidenced by the EBAY purchase record and the PP payment record.  So it is NOT a SNAD, it was an honest mistake by the buyer.

Finding a remedy to this problem for sellers or some kind of relief has NOTHING to do with changing the MBG but has to do with how Ebay has chosen to process no fault returns and refunds for buyers.  No matter what they say or what they do, if the file a SNAD, they are nothing short of guaranteed to get their money back with our without a return.

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In addition.  Why isn't it a violation of policy or abuse of the system when through the EBAY RECORDS it is clear that the buyer received EXACTLY what they order, yet they are complaining they received something they did not order.  It is the own words of the buyer coupled with the actual records on Ebay that PROVES the buyer is abusing the system by filing a SNAD instead of a BR.

[dtexley3]

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@flo_mingo wrote:

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@my-cottage-books-and-antiques wrote:
flo_mingo, Where are you getting 90 days?

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It was my understanding that GTC renewed 3 times every 30 days and then quit. Have I got this wrong it renews forever. 

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Only if the QTY is 0 for the three consecutive months and you have the OOS turned on.  If the QTY > 0 then it renews forever.

[autopiacarcare]

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@mam98031 wrote:

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brian@ebay wrote:

---

@emerald_door wrote:

Will eBay reconsider the policy of always siding against the seller in "not as described" cases?  The way things are now, a buyer can buy "Red Shirt Size XL Cherry Color," and click not as described, with a message saying, "I didn't realize it was red.  I wanted blue," or "I didn't see that it was size XL.  I always wear size Small."  In both cases, those would be automatically decided against the seller, and the seller would be forced to accept the return and give the buyer a full refund including shipping both ways.  In the rest of the selling world, that's not considered "the cost of doing business."   

---

Hi @emerald_door, we don't have any plans to change the Money Back Guarantee process at this time. 

---

I honestly do not think that Emeralds question had anything to do with changing the MBG.  I also think the vast majority of sellers will take care of their customers when a real SNAD is filed.

Clearly what Emerald described is a Buyer's Remorse return.  There was NOTHING wrong with the item.  The buyer got EXACTLY what they ordered which can be evidenced by the EBAY purchase record and the PP payment record.  So it is NOT a SNAD, it was an honest mistake by the buyer.

Finding a remedy to this problem for sellers or some kind of relief has NOTHING to do with changing the MBG but has to do with how Ebay has chosen to process no fault returns and refunds for buyers.  No matter what they say or what they do, if the file a SNAD, they are nothing short of guaranteed to get their money back with our without a return.

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Now that SNADs can mean more fees for eBay, don't hold your breath that eBay will do anything to help.  We had a buyer that targeted us multiple times with multiple false SNAD claims and even provided fake return tracking numbers.  You can read the whole long story if you look at my post history, but bottom line was that eBay did give us our money back, but when it came to the SNAD metrics magically they found "no evidence of buyer abuse".

I even know someone who had a buyer start a SNAD return and the return comments mentioned an electronic keyboard....the seller does not sell musical instruments, the buyer had bought a different item from them and it was clearly a mistake.  A message to the buyer to clear up the confusion and within 5 minutes the buyer contacted eBay to withdraw the return request stating they opened it by accident.  That SNAD case is still being counted on the metrics that could eventually cost that seller 4% more in fees though and the seller was flat out told there is no way to remove it.

[mam98031]

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@flo_mingo wrote:

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@my-cottage-books-and-antiques wrote:
flo_mingo, Where are you getting 90 days?

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It was my understanding that GTC renewed 3 times every 30 days and then quit. Have I got this wrong it renews forever. 

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GTC = Good Til Cancelled

They can run for years.

[tyler@ebay]

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@abfabvintage wrote:

On last week's chat I brought up ebay revising/adding/deleting Item Specifics on active GTCs midstream. I wasn't able to reply back to the Blue because the Chat was closed after hours. My understanding from the ebay reply was that if I have a GTC running (or even an auction for that matter) and eBay makes revisions to Item Specifics while it is active, ebay will determine the appropriate "new" IS for the listing. Did I read that correctly? 

I was also told of the possibility of getting some kind of IS list that would indicate just what IS were changed/added/or deleted. Just following up here. eBay did an IS update a week ago or more, yet no one can tell me just what was changed/added/deleted. Thank you.

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Hi @abfabvintage - If we change the Item Specific term, yes, it would be determined by us. However, in re-reviewing your question I want to stipulate that I was not talking about the IS value. If we change the IS term to be 'Fabric type' instead of 'Material', we would keep the value you had (if you said it was 'Cotton' we would keep that). 

I'm still waiting to hear back on any updates regarding your other request. I'll loop back with you as I hear back on it. Thanks!