eBay

Anonymous · ‎04-28-2020

Join the Community team here at 1 PM PT on April 29th 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.

fern*wood · ‎04-29-2020

Can a buyer that pays with paypal on a local pick-up only listing file an item not received case?

Anonymous · ‎04-29-2020

@alcoforever wrote:

There are two irritating glitches on the Watch List.

The first is that the delete item link that is just below the item doesn't work and hasn't for several months.

The second is that the add note feature doesn't work correctly. If one adds a note and then leaves the page or refreshes the page, the note disappears. I find that it will usually reappear after about 24 hours.

Both of these have been subject of numerous community posts.

Is there any ETA on when these will be fixed?

Hi @alcoforever, no update at this time. If you can link me to some recent examples I will be happy to pass those along as I touch base with our tech teams on this issue.

a_c_green · ‎04-29-2020

Very often when we report a problem here, we're asked for one or more listing numbers of examples that will show the problem we're referring to, and of course that's entirely reasonable.

By the same token, when you refer a problem to one of your teams on the Engineering side, can you give us back the case number for your report, so that we will have something to refer to when asking about progress on it in the weeks or months to come? That will do wonders for quickly pinpointing which issue we're referring to, to see how it's progressing. Thanks!

Anonymous · ‎04-29-2020

@maxoptical wrote:

Hello eBay,

Are you offering any financial relief for larger eBay sellers? Specifically reduction in fee, not just deferring them to a later date?

This would go a long way in helping us sellers.

John Norman
Max Optical llc.

Hi @maxoptical, the available relief programs have been announced and if anything is added, we will share this with the Community. Rest assured, we are keeping a close eye on the impact that recent events have had on sellers' businesses and will continue to take steps to help support our Community.

vrykalak · ‎04-29-2020

I have an item in my SOLD list that shows as Shipped (383490151451).
The sale was canceled at buyer's request, but I had already purchased a label. I voided the label, and received the refund. But it still shows as shipped.
There's also flag that says I need to ship an item, that has stayed on since the date I voided this label.
I don't suppose this has any effect on my status, but can it be fixed?

mam98031 · ‎04-29-2020

@Anonymous wrote:
@mam98031 wrote:
I had an interesting issue happen today. On one of my orders for two different items from the same listing, when the buyer paid, their payment did not include shipping. This was a US sale and if you'd like to look at the specific order involved, it is the only one sitting in my unshipped orders.

How did this happen? Is it an Ebay glitch or is the buyer now able to adjust the invoice?

It is a US sale. The shipping was stated in the listing at the time of purchase. In viewing the listing, it appears fine to me. So what happened? Why did Ebay give them free shipping?
Hi @mam98031, I'll take a closer look at this for you and report any issues to our tech teams, no problem!

Thank you. And guidance on what I should do about this would be great too. I shouldn't have to eat this cost. I did email my buyer but I haven't heard back yet. Not unusual as buyers are often not online as often as us sellers. But if they don't want to pay for the shipping then what do I do?

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

gwzcomps · ‎04-29-2020

So what are we supposed to do about defects on our accounts that are directly eBay's fault? I had one that was supposed to be removed, but never has been.

rosevelyn · ‎04-29-2020

I don't know how an 11 pound package I sent got diverted to California and hopefully is heading back to Ohio. It's usually the small packages that occasionally can get swept up and diverted, but a package that heavy and a good size?

alcoforever · ‎04-29-2020

@Anonymous wrote:
@alcoforever wrote:
There are two irritating glitches on the Watch List.

The first is that the delete item link that is just below the item doesn't work and hasn't for several months.

The second is that the add note feature doesn't work correctly. If one adds a note and then leaves the page or refreshes the page, the note disappears. I find that it will usually reappear after about 24 hours.

Both of these have been subject of numerous community posts.

Is there any ETA on when these will be fixed?
Hi @alcoforever, no update at this time. If you can link me to some recent examples I will be happy to pass those along as I touch base with our tech teams on this issue.

Item 373029638170 on my watch list is a good example. Note was added today at about 12:45pm PST. Still not showing. Delete button doesn't do anything.

Anonymous · ‎04-29-2020

@mam98031 wrote:

When a buyer files an INR and on that INR it has a place the seller can enter the tracking number. Is it a requirement to do so if the tracking number had been previously uploaded to Ebay when the item was shipped via Ebay labels or otherwise?

If the tracking starts to show movement, how long will Ebay give an extension for without closing the INR in the buyer's favor?

I know we have been over this before, but it has come up again on a thread and I forgot to earmark the post from one of you guys that explains this.

Hi @mam98031, if a seller has already provided tracking to the order they won't need to do so again through the item not received request.

If tracking has shown movement, we will continue to provide extensions for delivery until such a time that it becomes clear the item has been lost in transit. I can't provide specific details here, as the details of the tracking would determine what is a reasonable extension for that particular situation, but in general, we will provide 10-15 additional days for delivery if there has been a tracking update within the last 7 days domestically, or within the last 10 days for international shipments.

stuff4divas · ‎04-29-2020

If the sorting facility or other USPS site is closed at the moment a package is suppose to go there, all packages will get diverted to another facility no matter their size or weight

brian@ebay · ‎04-29-2020

@stuff4divas wrote:

Hello, I am the seller.

What is ebay doing about packages staying in transit for long periods of time due to covid related incidents ie sorting facilities, post offices, etc being overwhelmed with understaffing, deep cleanings and packages being diverted to other USPS sort facilities, post offices, etc?

I was told this info when the epicenter Brooklyn NY post office called me about the ‘where’s my package’ case I opened on 4/21.

I shipped the package on 4/10 and there has been no further tracking since 4/17. Today is 4/29.

My buyer opened an INR case 4/27 and wants a full refund, over $130.

She will ‘eventually’ receive the item and get to keep it for free at my expense.

I have to answer the case tomorrow 4/30.

I did a chat 4/27 and was told that the refund would not be approved due to the package showing I shipped on time and it still being in transit. Is this correct?

Thank you and stay safe.

Hi @stuff4divas, I'm not able to discuss details about specific cases. I recommend that you continue working with customer support as they'll be able to make a decision based on your situation. Thanks!

Brian,
Community Team

maxoptical · ‎04-29-2020

Hello eBay, the thought of real-time reports is great but are they accurate? My report is showing over 2 million impressions per day last week. This can't possibly be correct?

How do I get accurate reports?

John Norman

Max Optical LLC.

coffeebean832 · ‎04-29-2020

Feedback about Seller Help Hub-

There are some things that are better dealt with online- like feedback removal and late shipments. The seller help center makes this process so much easier and faster than calling in.

I think it's really important that eBay included a comments box because without that the process would probably be frustrating. I'm glad somebody decided it was a good idea to include the comments box for sellers.

The one thing that I think could be improved is viewing details on a submission. eBay doesn't display the comments sellers write when they submitted the request and I think that information should be visible. Will you pass on this feedback, please?

I look forward to seeing how the help hub expands in the future.

golfingaddict · ‎04-29-2020

@Anonymous wrote:
@alcoforever wrote:
There are two irritating glitches on the Watch List.

The first is that the delete item link that is just below the item doesn't work and hasn't for several months.

The second is that the add note feature doesn't work correctly. If one adds a note and then leaves the page or refreshes the page, the note disappears. I find that it will usually reappear after about 24 hours.

Both of these have been subject of numerous community posts.

Is there any ETA on when these will be fixed?
Hi @alcoforever, no update at this time. If you can link me to some recent examples I will be happy to pass those along as I touch base with our tech teams on this issue.

This could be a browser problem. For me it works fine on some browsers and not others. Same thing with tools on the discussion board, smiley faces, and paying my fees in seller hub. You have to use the right browser or it won't work.