Community Chat, April 15 @ 1:00 pm PT - General Topics

[brian@ebay]

Join the Community team here at 1 PM PT on April 15th for our Weekly Chat with eBay Staff. We don't have a specific topic this week, so please bring any general questions you may have about buying or selling.

The chat will be open for questions from 1-2 pm PT, at which point we'll close thread from additional responses. After this time, we'll continue to work on responding to any queries that might 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.

[Anonymous]

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@rockytop726-1 wrote:

I’m having an issue with a seller that took my money, created a tracking #, then removed the listing, so I never received the item. As a result, I also can’t ask eBay to step in and help because of the “removal”. Should I just place the dispute with my credit card directly?  Seller is non responsive and don’t think they ever intended to sell as advertised. Help!

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Hi @rockytop726-1, the reason that you were unable to open an item not received request is because the latest estimated delivery date has still not passed. The latest estimated delivery date is actually tomorrow, and you would have been able to open the appropriate case on Friday. It does look like you have already opened a Return Request, but since you do not have an item to return, you will need to contact Customer Service for further assistance so we can address this as an item not received request after we've allowed for the full amount of time for delivery to pass. Additionally, the listing removal has no impact on your ability to ask eBay to step in and make a decision; we aren't able to step in and help until after three full business days have passed from the time you opened your request, as this time allows the seller to review your concerns and work with you on a resolution. 

I want to clarify that just because a listing was removed does not mean you will not receive your item - listing removals can occur for a number of reasons that have nothing to do with the item itself, nor should this raise concerns about the seller. Sometimes we remove a listing simply because there was an error in the listing, but the seller has already shipped out the package. You can review your purchase history to see the return that you have opened, and also check the tracking number to see the item was shipped out. Again, if it is lost in shipment, you are still protected by our eBay Money Back Guarantee, but you would need to talk to Customer Service at this time since the wrong type of case was opened. You can find contact options for this topic here.

[Anonymous]

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@mdw13 wrote:

Last winter I posted in this chat several times about combined shipping being widely broken on the site.  The final answer to my posts was that the eBay shipping calculator is unable to combine shipping for items where the default shipping option of the items is different (ie, 1 item has priority mail shipping, 1 item has first class shipping by default and a priority mail option).  I continue to not really understand why it would be built that way, but fine, it doesn't work and isn't intended to work.  So I let it go.

This week, I got a message from a customer who was trying to buy two First Class shipping items and the site just absolutely would not let them be combined.  I was able to recreate the problem myself for verification.  I even went to the "edit item" screen for each item just to make sure.  I was able to verify that in the shipping section of the two listings, the items were specified as weighing 13oz and 2oz.  Together, the system should be able to see they are 15oz, which falls inside the parameters for first class shipping in a single package.  Why would it refuse to combine these items?

I further went on to do some additional looking and could not find a single example of it properly combining any two first class items in my store, regardless of weight.  I checked my combined shipping settings and found the following was still properly in place:

Calculated shipping rule

Help on calculated shipping rule

Shipping Discount Profile: Combine all item weights. (ID: 1324122015)

Specify a handling cost in the Sell Your Item form.

Can I get a PM from someone who knows the ins and outs of the shipping calculator so I can have a private discussion about the problems I'm seeing and some help in investigating if there is something wrong specific to my account or how I can make combined shipping of any kind work for me?  Thanks

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Hi @mdw13, while there are some reasons why two items would not combine, I would need to look at the specific example you have to determine what might be going on and get any errors reported. I will email you for more details to the address on file shortly, so keep an eye out for that. Looking forward to working with you to get to the bottom of this!