eBay

Anonymous · ‎04-23-2019

Hi everybody!

Join us here at 1 PM PT on Wednesday, April 24 for the Weekly Community Chat with eBay Staff. No set topic this week, so feel free to share your general buying and selling questions. You can review last week's chat recap here.

sisterhoodofthejewel · ‎04-24-2019

Hi, Everyone!

1. Guess I need help learning how to join the Weekly Chat. Where can I find it?

2. Question about key word product searches. If I search for Trifari Jewels of India (vintage designer costume jewelry items by manufacturer and collection name) I now find vintage jewelry items, current jewelry items, unrelated items -- neither jewelry nor wearable items, etc. Is eBay going to refine the key word search to its former integrity?

3. Good till Cancelled (GTC). I am a small niche seller who, if using fixed price listings, find my items literally buried in a sandpile of related and unrelated items which can vary from 10 to 1200+ other items. Does eBay have any plan to fix this inequity?

4. Re: the ability to make offers to item "watchers". HOOOORRRAAAAYYYY! A GREAT idea that has generated 5 extra sales for me! PLEASE keep it. BUT

a) When will it be universally available (as opposed to being "tested")?

b) What determines which listings are chosen for the offers? (My more expensive items do not seem to be available for making offers, but the lower priced ones are).

c) We need to know to whom we are making an offer. e.g., I made blind offers and then 3 days later one of the offerees contacted me about lowering the price. I thought she was talking about the listed price, not realizing she had received a lower offer from me. When I replied accordingly, she stated I'd given her a lower price earlier and since the current offer was higher than the first offer, she didn't want it. Embarrassing.

Thank you! Please, if this is the wrong format for these questions/comments, please, please forward to the appropriate party. Mahalo (thanks)

Anonymous · ‎04-24-2019

@fern*wood wrote:

I'm curious as to whether buyer requirement settings, that block buyers with unpaid item strikes from bidding or buying from me, also block them from making offers?

Hi @fern*wood, this would prevent the buyer from making offers. Additionally, if you are proactively sending offers to your watchers, any watcher that is blocked from purchasing would not be eligible for these offers and thus would not receive them.

brian@ebay · ‎04-24-2019

@theshoppingmom2 wrote:

Hey Guys!!!!

how is everyone?!

ok I got a question I think it will be for Trinton because I seen him answered this before but I cant find it now

Can you please explain to me how a buyer is able to open a SNAD case when the listing says "for parts only sold as is ,NO Returns"

Hi @theshoppingmom2! 'for parts or not working' is not a catch all that absolves sellers of responsibility for accurately describing the item. There are times when an item listed as 'for parts or not working' isn't properly described and a buyer needs to return it. For example, if a cellphone is listed for parts and the seller only states the screen doesn't work. If the buyer receives it and finds the phone has water damage so none of the internal components work, this would be a valid SNAD reason since the water damage wasn't disclosed in the listing. Because situations like this can occur the Not As Described option needs to remain available for buyers.

Brian,
Community Team

mcdougle4248 · ‎04-24-2019

@mcdougle4248 wrote:
I put this question up this morning on the selling board and have some great responses. Now I would like to pose the question to you...

I am an artisan crafter. I make and sell ornaments using recycled aluminum beverage cans. The ornaments themselves have never been used, however, the ornaments are made with recycled cans which are used. Small scratches and dents on the cans do show on the completed ornaments. What is the correct condition to use on my listings?

Looks like @mam98031 already asked...that is what I get for being late to chat

mam98031 · ‎04-24-2019

@Anonymous wrote:
@fern*wood wrote:
I'm curious as to whether buyer requirement settings, that block buyers with unpaid item strikes from bidding or buying from me, also block them from making offers?
Hi @fern*wood, this would prevent the buyer from making offers. Additionally, if you are proactively sending offers to your watchers, any watcher that is blocked from purchasing would not be eligible for these offers and thus would not receive them.

That is fantastic news. Thank you @fern*wood for asking the question and then you Trinton for the information. I'm confident it is how we all hoped it worked. It is great to find out for sure that it does.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

"I can explain it to you, but I can't understand it for you." Quote from Edward I Koch

tyler@ebay · ‎04-24-2019

@mam98031 wrote:

Another member started a thread with a question I find quite interesting.

https://community.ebay.com/t5/Selling/What-is-the-Correct-Condition-To-Use-On-My-Listings/m-p/297499...

Can a seller use the condition of an item as NEW when it is a handmade item with some or all of the materials to make the creation are recycled materials?

Hi @mam98031!

This is an interesting question! Ultimately if the seller is creating a new item out of the original components it would still be considered new, just as a table made from plastic water bottles would still be considered new.

Tagging @mcdougle4248 who the thread was for. 🙂

Tyler,

mam98031 · ‎04-24-2019

@mcdougle4248 wrote:
@mcdougle4248 wrote:
I put this question up this morning on the selling board and have some great responses. Now I would like to pose the question to you...

I am an artisan crafter. I make and sell ornaments using recycled aluminum beverage cans. The ornaments themselves have never been used, however, the ornaments are made with recycled cans which are used. Small scratches and dents on the cans do show on the completed ornaments. What is the correct condition to use on my listings?
Looks like @mam98031 already asked...that is what I get for being late to chat

I'm sorry. I didn't mean to do anything wrong. I just think you have a really good question. My bad!

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

"I can explain it to you, but I can't understand it for you." Quote from Edward I Koch

my-cottage-books-and-antiques · ‎04-24-2019

trinton, thanks for the answer. I assume the guest was in error when she said "you don't have to pay the listing fee"? I assume she meant "the Final Value Fee"?
According to the guest " I've been on eBay since October of 2016. So it's going on my third year selling on eBay this year. "

It doesn't really sound like she's particularly new, and from her description, it certainly doesn't sound like she's an occasional seller (especially since she was on the show in the first place as something of a fashion selling expert.)

Wondering if maybe you could find out more about eligibility for this? I know I'd be happy to participate if I could.

tyler@ebay · ‎04-24-2019

@wooden_flower wrote:

I have a strange one for you today.

Every day I download a report of my account transactions - I use the FVF transactions to verify that I have recorded all items sold in my personal inventory control.

For the past few weeks, not all of the transactions appear in the downloaded report. At first I thought they were missing from the account activity, but then I realized that the sum of the downloaded items does not agree with the amount charged to my account.

I know this is hard to picture, but can you send my problem to the folks who would be able to figure out why, after downloading the daily activity every day for 10 years, some of the transactions refuse to appear on the download?

thanks!

Sue

Hi @wooden_flower!

Okay, this one is boggling my mind a bit. Is this from the Seller Hub screen or your 'All Account Activity' page? Knowing that will help me pin down who to get this to.

Tyler,

Anonymous · ‎04-24-2019

@mam98031 wrote:

@forgottenape wrote:

Buyer wants to return item because of fit, auto accepted, free label sent. Buyer informs me that they cant print label. I have them contact cs. Cs closes return and starts a case for not as described. Freaked out i call cs they tell me not to worry and place case on hold. I come on here and explain and you tell me not to worry.

Yesterday case is closed in favor of buyer refund issued to buyer through my funds. Call cs again explain the situation. They agree something went wrong. Case is changed in my favor and im told dont worry you dont owe them anymore we will pay for the item. Next day im still out the money and the item. Buyer gets free item a refund from me and a refund from ebay.

Not only does buyer get to keep an item that doesnt fit she gets a refund from me and from ebay (she doubled her money because she cant print a label). Im out money and item and im still not convinced this will not affect my seller metrics.

This was a simple return that was auto accepted now im sitting here with rotten egg on my face. Ive done everything you asked from free returns to auto accepted returns and this is how it ended

buyer made money and gets a free item. Im left in the cold no money no item and a possible metric hit all because im trying to comply with what you say works

cs reps were polite, understood the language and were easy to understand im glad you fixed those problems

this situation may be rare but those should be the easiest to fix. Its very frustrating to do everything your told to do and still come out on the short end

Very interesting. I've been told since the Service Metrics started that a CSR can't change a SNAD to a BR claim. But from this posting it appears they can change a BR to a SNAD??!?? What? Why? OH NO!

Hi @mam98031, while we cannot change the reason that a buyer selected for a return, if eBay is asked to step in we will take appropriate action on the return request based on the information we have available. If the buyer has indicated when opening the return that the item was not described accurately, then we will support this. If the buyer opened the return for a remorse reason, but we can clearly see that they have indicated the item they received did not match the description, then we will also address the return as a SNAD.

The reason we do not change a not as described return to remorse based on the messaging from the buyer is due to a history of this leading to incorrect case decisions more often than not. Validating that the buyer is asserting the item is not described accurately is much easier to do than invalidating their claim that the item was not described accurately with 100% confidence. Barring a statement from the buyer of "Nothing is wrong with this, I just don't want to pay for shipping," or "Sorry, I picked the wrong reason - I just changed my mind", we would trust the return reason selected. In situations where a remorse reason is selected, but the buyer clearly states, "I got a different item than what I ordered" or "This doesn't fit based on the measurements in your listing", we would also still consider these valid not as described claims.

In the end, we just ask that sellers address the concern their buyer has raised. If the buyer says the item they received was not described accurately, either in the return reason or their messages, the seller should provide return shipping compensation and provide a full refund.

wooden_flower · ‎04-24-2019

tyler@ebay wrote:
@wooden_flower wrote:
I have a strange one for you today.

Every day I download a report of my account transactions - I use the FVF transactions to verify that I have recorded all items sold in my personal inventory control.

For the past few weeks, not all of the transactions appear in the downloaded report. At first I thought they were missing from the account activity, but then I realized that the sum of the downloaded items does not agree with the amount charged to my account.

I know this is hard to picture, but can you send my problem to the folks who would be able to figure out why, after downloading the daily activity every day for 10 years, some of the transactions refuse to appear on the download?

thanks!
Sue
Hi @wooden_flower!

Okay, this one is boggling my mind a bit. Is this from the Seller Hub screen or your 'All Account Activity' page? Knowing that will help me pin down who to get this to.

Yes, odd, isn't it? This is the download from the all account activity page.

If you have someone contact me, I can send them today's download, and point out a transaction or 2 that are not included.

thanks!

Sue

wooden_flower Volunteer Community Mentor.
eBay member since 2001.

sisterhoodofthejewel · ‎04-24-2019

I agree with with your concerns! GTC has caused me to institute a new tracking system taking even MORE admin time! The former system allowed me to concentrate on SELLING and not on tracking! Hope eBay revises!

brian@ebay · ‎04-24-2019

@vrykalak wrote:

I notice that the ability to select all the items ending today, and then end them as a group, is is no longer available.

Because of a "sale" I was able to post 100 extra freebies last night.

I will want to end most of them 30 days hence, to avoid $35 in listing fees.

I can select them manually and delete them, but until March 18th, I could just select all the items ending today and use bulk edit to end them.

I would like that capability back!

Hi @vrykalak, in Seller Hub you can sort your Active listings by End Date. This will sort Good Til Cancelled listings so the items renewing the soonest will be at the top of the list. From here, you can check mark the items you'd like to end, select the Action button, and end them in bulk. Additionally, there is a sort option in Seller Hub to only show items ending today, which would also make it easy to end these items in bulk.

If you do not have Seller Hub then you can get it here: https://www.ebay.com/sh/landing

Brian,
Community Team

vrykalak · ‎04-24-2019

I really miss the quick relist feature.

If you clicked on an item in the Unsold List, a mini window popped up showing title, price, format, duration...not sure what all.

If you didn't want to make any changes, or just wanted to change some of the fields shown in the mini-window, you just clicked RELIST at the bottom, and it relisted.

Then you were back at the same place in the Unsold List, to Relist the next one.

Would like that capability back.

theshoppingmom2 · ‎04-24-2019

brian@ebay wrote:
@theshoppingmom2 wrote:
Hey Guys!!!!

how is everyone?!

ok I got a question I think it will be for Trinton because I seen him answered this before but I cant find it now

Can you please explain to me how a buyer is able to open a SNAD case when the listing says "for parts only sold as is ,NO Returns"
Hi @theshoppingmom2! 'for parts or not working' is not a catch all that absolves sellers of responsibility for accurately describing the item. There are times when an item listed as 'for parts or not working' isn't properly described and a buyer needs to return it. For example, if a cellphone is listed for parts and the seller only states the screen doesn't work. If the buyer receives it and finds the phone has water damage so none of the internal components work, this would be a valid SNAD reason since the water damage wasn't disclosed in the listing. Because situations like this can occur the Not As Described option needs to remain available for buyers.