Community Chat, April 11th from 1pm Pacific - General Topics

[alan@ebay]

Hi Community!

Please join The Community Team here on Wed April 11th at 1 pm Pacific for a one hour Q&A chat. We do not have a set topic, so please share your buying & selling questions.

Chat with you then

*Keep in mind the Community’s Rules of Engagement when you post. Non-constructive/disrespectful posts will be removed by our moderation team so that the thread can focus on a productive discussion. 

[woadieland]

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@labs118 wrote:

With the ebay returns label we are told that it will either be First class or Priority mail
I know that ebay as well as most companies have special return rates and first class returns are not only up to 15.99 oz as regular shipping labels so what about insurance?

If I ship out an item Priority mail with either the $50.00 or $100.00 insurance or even insue for extra on my own  & a return label is issued by ebay how does a seller cover themselves in the event an item arrives back damaged ?

To be honest I don't believe a buyer has the vested interest in the items safe return and may not pack it the way sellers might to pervent damage.

How does a seller get insurance for their items with ebay returns?  

---

I use my 3P insurance and once I've issued a label or authorized them to return I make a shipment, incoming to my address from theirs and insure it with the 3P company - but I set that up with them many years ago so maybe ask your 3P insurer beforeheand? 

[tyler@ebay]

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@mam98031 wrote:

Options

 trinton@ebay

Re: Community Chat, April 4th from 1pm Pacific - General Topics

in reply to mam98031 04-04-2018 01:21:50 PM

@mam98031 wrote:

Question regarding how a buyer selects the reason for a Return Request.

Let’s say I have a buyer that I’ve been communicating with in M2M regarding an issue the buyer is having with an item they purchased from me.  In the course of these communications the buyer clearly states that they want to return the item because it is just not what they really wanted or some other buyer remorse reason. 

Then the buyer goes and opens up a request for a return but they do not use one of the BR reasons, they file it as a SNAD.  This happens to sellers all the time.  But in this case let’s keep in mind that the seller has clear evidence via M2M that this is a BR claim and the buyer has tried to game the system/seller by filing it as a SNAD.

When there is clear evidence and I do mean clear, not subjective, that the buyer filed for the wrong type of return, why can’t sellers call and get this SNAD closed or changed to a BR return?

What  is it that Ebay expects sellers to do in a case like this?  What are a seller’s options to get this changed as the two types of claims carry a different process for most sellers?

Hi @mam98031! We have contacted the appropriate teams about the process these kinds of returns are subject to. Once we have more information to share we will update the boards, no problem! In the meantime, I recommend that any seller who runs into this situation contact Customer Service to have the details reviewed for appropriate next steps.

************************************************

@Trinton

Above is short discussion we had last week.  I sent you an email that outlined in more detail the problems with a specific open Request which supports what I posted about.  As of this posting I have not heard anything and the claim is still open.  So what is it that Ebay wants seller to do in a predicament like this?  It isn’t an unusual problem or uncommon.  This happens all the time to all kinds of sellers.

---

Hi @mam98031 - Trinton has been out sick yesterday and today, possibly tomorrow too which is why you may not have gotten a reply to your email yet. 

With regards to the issue you bring up, we're still working with the right teams to get correct information for all scenarios, we'll get this to you as quick as we have it (we don't want to give you wrong info). Thanks for your patience!

[tyler@ebay]

@mam98031 wrote:

Question regarding how a buyer selects the reason for a Return Request.

Let’s say I have a buyer that I’ve been communicating with in M2M regarding an issue the buyer is having with an item they purchased from me.  In the course of these communications the buyer clearly states that they want to return the item because it is just not what they really wanted or some other buyer remorse reason. 

Then the buyer goes and opens up a request for a return but they do not use one of the BR reasons, they file it as a SNAD.  This happens to sellers all the time.  But in this case let’s keep in mind that the seller has clear evidence via M2M that this is a BR claim and the buyer has tried to game the system/seller by filing it as a SNAD.

When there is clear evidence and I do mean clear, not subjective, that the buyer filed for the wrong type of return, why can’t sellers call and get this SNAD closed or changed to a BR return?

What  is it that Ebay expects sellers to do in a case like this?  What are a seller’s options to get this changed as the two types of claims carry a different process for most sellers?

Hi @mam98031! We have contacted the appropriate teams about the process these kinds of returns are subject to. Once we have more information to share we will update the boards, no problem! In the meantime, I recommend that any seller who runs into this situation contact Customer Service to have the details reviewed for appropriate next steps.

************************************************

@Trinton

Above is short discussion we had last week.  I sent you an email that outlined in more detail the problems with a specific open Request which supports what I posted about.  As of this posting I have not heard anything and the claim is still open.  So what is it that Ebay wants seller to do in a predicament like this?  It isn’t an unusual problem or uncommon.  This happens all the time to all kinds of sellers.

[dtexley3]

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brian@ebay wrote:

---

@*coins wrote:

Whose idea was it to put a 'return item' button in the place of the 'leave feedback' button when looking at your purchased items?
Is this just a beta test or is it permanent?
I really don't like it.

---

Hi @*coins, I'm not aware of any beta tests for the Leave Feedback button. It looks like your screenshot is an older version of the Purchase History page. The newer page does prominently display the "Leave feedback" button. 

I'm happy to look into this further to see what information I can find about the button change on the old page. I'll send you an email shortly to get some examples from you. 

---

hmmmm, we were told in 2 different threads by Trinton that this is to make it "Easier" for buyers that want to return an item to do so.  In both cases he implied that I was asking that buttons or links for returns be "hidden" or "hard to find" which was not my intent AT ALL.  I feel making the big blue default button "Return item" rather than "leave feedback" steers buyers that might otherwise keep an item to return it instead.  There are also reports of emails that say "do you need to return this item" instead of "please leave feedback" as well.

As sellers we get "notificiations" that our "returns are too high" from eBay, but then we see things like this that appear to us to be eBay subtly pushing the buyer to return the item.  It just seems wrong.

[alan@ebay]

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@readabouthorses wrote:

I was checking the Magazine Back Issues category by using the Shop by Category button and then choosing Books and then Magazine Back Issues. Today I am seeing a really big bunch of listings in there that do not belong there and have no connection whatsoever with Magazine Back Issues. It isn't coming from just one seller, it is coming from multiple sellers. Then when I checked a few of those sellers I notice they have lots of listings and most of them are in various categories that do not apply to what they are listing.

Some deeper digging reveals they all seem to be using one third party program to bring their listings into eBay. That program is called SaleFreaks. It seems they have a program that pulls listings from Amazon and brings them over to eBay, stating the items are in the US and ship with US shipping methods but a lot of those sellers are not in the US.

This is making a lot of the categories look like disasters.

I can't believe that no one at eBay vetted this third party program before allowing them to dump tens of thousands of listings into eBay.

One listing in particular made me laugh so hard I couldn't get my breath. It was a listing for some wooden napkin rings, in the category for Ebay Motors Parts and within the listing was an option for $14.95 to get a call on how to "install" your car part, which happened to be wooden napkin rings!

---

Hi @readabouthorses,

That does sound concerning. We'll email you on your accounts registered email address to get more information from you. Keep an eye out for our mail.

Thanks.

[mendelsons]

brian.t@ebay wrote:
@*coins wrote:
Whose idea was it to put a 'return item' button in the place of the 'leave feedback' button when looking at your purchased items?
Is this just a beta test or is it permanent?
I really don't like it.

returnitem.PNG

Hi @*coins, I'm not aware of any beta tests for the Leave Feedback button. It looks like your screenshot is an older version of the Purchase History page. The newer page does prominently display the "Leave feedback" button.



I'm happy to look into this further to see what information I can find about the button change on the old page. I'll send you an email shortly to get some examples from you.







hmmmm, we were told in 2 different threads by Trinton that this is to make it "Easier" for buyers that want to return an item to do so. In both cases he implied that I was asking that buttons or links for returns be "hidden" or "hard to find" which was not my intent AT ALL. I feel making the big blue default button "Return item" rather than "leave feedback" steers buyers that might otherwise keep an item to return it instead. There are also reports of emails that say "do you need to return this item" instead of "please leave feedback" as well.



As sellers we get "notificiations" that our "returns are too high" from eBay, but then we see things like this that appear to us to be eBay subtly pushing the buyer to return the item. It just seems wrong.

Member of the Grumpy Old Man crew.


________________________________________________________

I just went to my Purchase History and on items that have been delivered - all items show the RETURN BUTTON Might as well be in neon.

[vrykalak]

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@*coins wrote:

---

@woadieland wrote:

Is there an time line for when the Mobile Friendly checker will be fixed? 

---

They have just said that they are working on it as far as I know.

If you need the mobile tag, all you need to do is click the html button at the top of your description, and add this html tag in at the top. It is the same thing as clicking ‘fix it for me’.

<meta name="viewport" content="width=device-width, initial-scale=1">
<style>img{max-width:100%;height:auto;}</style>

---

THANKS!! I already had that first line in my templates, and now I just added the second one.

[mam98031]

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tyler@ebay wrote:

---

@mam98031 wrote:

Options

 trinton@ebay

Re: Community Chat, April 4th from 1pm Pacific - General Topics

in reply to mam98031 04-04-2018 01:21:50 PM

@mam98031 wrote:

Question regarding how a buyer selects the reason for a Return Request.

Let’s say I have a buyer that I’ve been communicating with in M2M regarding an issue the buyer is having with an item they purchased from me.  In the course of these communications the buyer clearly states that they want to return the item because it is just not what they really wanted or some other buyer remorse reason. 

Then the buyer goes and opens up a request for a return but they do not use one of the BR reasons, they file it as a SNAD.  This happens to sellers all the time.  But in this case let’s keep in mind that the seller has clear evidence via M2M that this is a BR claim and the buyer has tried to game the system/seller by filing it as a SNAD.

When there is clear evidence and I do mean clear, not subjective, that the buyer filed for the wrong type of return, why can’t sellers call and get this SNAD closed or changed to a BR return?

What  is it that Ebay expects sellers to do in a case like this?  What are a seller’s options to get this changed as the two types of claims carry a different process for most sellers?

Hi @mam98031! We have contacted the appropriate teams about the process these kinds of returns are subject to. Once we have more information to share we will update the boards, no problem! In the meantime, I recommend that any seller who runs into this situation contact Customer Service to have the details reviewed for appropriate next steps.

************************************************

@Trinton

Above is short discussion we had last week.  I sent you an email that outlined in more detail the problems with a specific open Request which supports what I posted about.  As of this posting I have not heard anything and the claim is still open.  So what is it that Ebay wants seller to do in a predicament like this?  It isn’t an unusual problem or uncommon.  This happens all the time to all kinds of sellers.

---

Hi @mam98031 - Trinton has been out sick yesterday and today, possibly tomorrow too which is why you may not have gotten a reply to your email yet. 

With regards to the issue you bring up, we're still working with the right teams to get correct information for all scenarios, we'll get this to you as quick as we have it (we don't want to give you wrong info). Thanks for your patience!

---

I am SINCERLY sorry to hear that Trinton is ill and I hope his recovery is swift.

There is a problem here however that I don't know can really wait another week to get proper information.  There is an open Request hanging out there and at any time the buyer could escalate it and win.  And I'm not about to call center about this as I've already been burnt once by calling them.  The CSR took it upon themselves to IGNORE my wishes, which was just to get some info and the CSR escalated the claim against my expressed wishes.  It wasn't discovered until I was no longer on the phone with the CSR.  Before a return call to the call center could even be made the claim was closed in the buyer's favor.

[mam98031]

@mam98031 wrote:

Question regarding how a buyer selects the reason for a Return Request.

Let’s say I have a buyer that I’ve been communicating with in M2M regarding an issue the buyer is having with an item they purchased from me.  In the course of these communications the buyer clearly states that they want to return the item because it is just not what they really wanted or some other buyer remorse reason. 

Then the buyer goes and opens up a request for a return but they do not use one of the BR reasons, they file it as a SNAD.  This happens to sellers all the time.  But in this case let’s keep in mind that the seller has clear evidence via M2M that this is a BR claim and the buyer has tried to game the system/seller by filing it as a SNAD.

When there is clear evidence and I do mean clear, not subjective, that the buyer filed for the wrong type of return, why can’t sellers call and get this SNAD closed or changed to a BR return?

What  is it that Ebay expects sellers to do in a case like this?  What are a seller’s options to get this changed as the two types of claims carry a different process for most sellers?

Hi @mam98031! We have contacted the appropriate teams about the process these kinds of returns are subject to. Once we have more information to share we will update the boards, no problem! In the meantime, I recommend that any seller who runs into this situation contact Customer Service to have the details reviewed for appropriate next steps.

************************************************

@Trinton

Above is short discussion we had last week.  I sent you an email that outlined in more detail the problems with a specific open Request which supports what I posted about.  As of this posting I have not heard anything and the claim is still open.  So what is it that Ebay wants seller to do in a predicament like this?  It isn’t an unusual problem or uncommon.  This happens all the time to all kinds of sellers.

[*coins]

---

@vrykalak wrote:

---

@*coins wrote:

---

@woadieland wrote:

Is there an time line for when the Mobile Friendly checker will be fixed? 

---

They have just said that they are working on it as far as I know.

If you need the mobile tag, all you need to do is click the html button at the top of your description, and add this html tag in at the top. It is the same thing as clicking ‘fix it for me’.

<meta name="viewport" content="width=device-width, initial-scale=1">
<style>img{max-width:100%;height:auto;}</style>

---

THANKS!! I already had that first line in my templates, and now I just added the second one.

---

Good to hear. I believe that the second line makes any photos in your listing resize for mobile devices.

[tyler@ebay]

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@labs118 wrote:

With the ebay returns label we are told that it will either be First class or Priority mail
I know that ebay as well as most companies have special return rates and first class returns are not only up to 15.99 oz as regular shipping labels so what about insurance?

If I ship out an item Priority mail with either the $50.00 or $100.00 insurance or even insue for extra on my own  & a return label is issued by ebay how does a seller cover themselves in the event an item arrives back damaged ?

To be honest I don't believe a buyer has the vested interest in the items safe return and may not pack it the way sellers might to pervent damage.

How does a seller get insurance for their items with ebay returns?  

---

Hi @labs118 - eBay-issued return labels are covered for either $50 or $100 based on the service used. If more insurance is needed it would be better for a member to purchase their own label and get it to a customer. There is not a way to attach additional insurance to an eBay generated return label. 

If an item then arrives damaged a seller would pursue a regular insurance claim with USPS. 

[tyler@ebay]

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@dtexley3 wrote:

There have been some reports of sellers calling into CS about returns being told by CS staff that there is a new policy that return requests are to be closed in favor of the buyer.  I've asked a couple times if this is the new policy and had no response.

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Hi @dtexley3 - we're still working on getting clarification and will share updates as we have them. Thanks for your patience!

[coffeebean832]

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tyler@ebay wrote:

---

---

With regards to the issue you bring up, we're still working with the right teams to get correct information for all scenarios, we'll get this to you as quick as we have it (we don't want to give you wrong info). Thanks for your patience!

---

Tyler, I do appreciate that your team is being thorough in gathering information for all scenarios before advising, but let me ask you this--

How is the average seller supposed to know the process when it's taking your team so much effort to gather info from other teams? The help pages do not cover this and receiving correct information from CS is hit or miss.

The help pages have less information now than they did before the redesign. It feels like they are intentionally very vague and incomplete.

[brian@ebay]

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@mam98031 wrote:

Options

 brian.t@ebay

Re: Community Chat, April 4th from 1pm Pacific - General Topics

in reply to mam98031 04-04-2018 01:30:22 PM

@mam98031 wrote:

I have a question regarding the Free Return program.

If I were to offer Free Returns, will I still be able to withhold the original shipping or otherwise give a partial refund on a claim that is filed as a Buyer’s Remorse?  What if I do free shipping?  Will I still be able to give a partial refund on a Buyer’s Remorse Request?

Will I still be able to have the buyer pay for return shipping if I do Free Returns?

Hi @mam98031, sellers will still have the option to retain original shipping on remorse returns, even when offering free returns. We expect partial refunds of the item cost to only be done if an item is returned damaged and not on remorse returns. Sellers that offer Free Returns will not have the ability to charge buyers for return shipping.

***********************************

Bryan,

Above is a discussion we had last week.  I did send you an email requesting clarification on what you stated, but I have not yet heard back from you.  Please advise as I feel it is important for sellers to understand this.  Right or wrong doesn’t matter at this point, I’m just trying to make sure I understand the program as it stands.

You stated that partial refunds will NOT be available for a BR return.  But that doesn’t make sense to me.  Often times it is a BR return that the item will come back in used condition when it was new when it left my hands. 

So let’s say this happens with the purchase of a fragrance.  The buyer lets me know that they don’t like the smell, so they want to return the item.  Certainly I can’t guarantee that anyone will like any particular fragrance.  That is completely a personal choice with all kinds of variable.

First thing to notice is that they state that they don’t like the smell.  Right off that tells me they broke the seal on the packaging / bottle and used it.  Now the item is no longer in new condition and therefore I can’t sell it as new which makes the price difference / value of the return significantly different than it was when I shipped it.

So why is it that Ebay is of the opinion that on a BR claim sellers should not have the need to offer a partial refund?

---

Hi @mam98031, I must have missed your email, sorry about that! I can definitely check again and reply to you in more detail later today.

To clarify my previous post, sellers that offer free returns can do a partial refund for items that are returned damaged or an altered condition from what it was when originally shipped out. This can be done even if the buyer selected a remorse reason. We trust that sellers will only do partial refunds when an item is altered or damaged.

If a buyer opens a product (like perfume) then this alters the condition. Since the item is altered, sellers that offer free returns will have the option of doing a partial refund (up to 50% of the item cost) to their buyer. I'll reply to your email to see if you have any follow-up questions and I'll be happy to offer more clarity!

[brian@ebay]

@mam98031 wrote:

I have a question regarding the Free Return program.

If I were to offer Free Returns, will I still be able to withhold the original shipping or otherwise give a partial refund on a claim that is filed as a Buyer’s Remorse?  What if I do free shipping?  Will I still be able to give a partial refund on a Buyer’s Remorse Request?

Will I still be able to have the buyer pay for return shipping if I do Free Returns?

Hi @mam98031, sellers will still have the option to retain original shipping on remorse returns, even when offering free returns. We expect partial refunds of the item cost to only be done if an item is returned damaged and not on remorse returns. Sellers that offer Free Returns will not have the ability to charge buyers for return shipping.

***********************************

Bryan,

Above is a discussion we had last week.  I did send you an email requesting clarification on what you stated, but I have not yet heard back from you.  Please advise as I feel it is important for sellers to understand this.  Right or wrong doesn’t matter at this point, I’m just trying to make sure I understand the program as it stands.

You stated that partial refunds will NOT be available for a BR return.  But that doesn’t make sense to me.  Often times it is a BR return that the item will come back in used condition when it was new when it left my hands. 

So let’s say this happens with the purchase of a fragrance.  The buyer lets me know that they don’t like the smell, so they want to return the item.  Certainly I can’t guarantee that anyone will like any particular fragrance.  That is completely a personal choice with all kinds of variable.

First thing to notice is that they state that they don’t like the smell.  Right off that tells me they broke the seal on the packaging / bottle and used it.  Now the item is no longer in new condition and therefore I can’t sell it as new which makes the price difference / value of the return significantly different than it was when I shipped it.

So why is it that Ebay is of the opinion that on a BR claim sellers should not have the need to offer a partial refund?

[kimberleys_attic]

My question is about the "Under $10" splash page that was up a while back. I completely sold out of some of my manicure products while that was running! Can we expect to see that becoming a regular feature on the home page?

[labs118]

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brian@ebay wrote:

---

@*coins wrote:

Whose idea was it to put a 'return item' button in the place of the 'leave feedback' button when looking at your purchased items?
Is this just a beta test or is it permanent?
I really don't like it.

---

Hi @*coins, I'm not aware of any beta tests for the Leave Feedback button. It looks like your screenshot is an older version of the Purchase History page. The newer page does prominently display the "Leave feedback" button. 

I'm happy to look into this further to see what information I can find about the button change on the old page. I'll send you an email shortly to get some examples from you. 

---

brian@ebay


Well mine is a mix of everything !!
Some say Return Item, Some Say Leave Feedback, Some say Write Review, Some say View Ordre Details.

So not sure why the difference  between the Return  This Items & Leave Feedback Items buttons.

[dhbookds]

On the return button.......  This is what I'm seeing, but if you note at right top........there is a new Purchase page that doesn't have the return button prominently displayed......there's a drop down menu.......

This is the new one