eBay

Anonymous · ‎04-03-2019

Hi everyone!

Join the Community Team here at 1 PM PT for our Weekly Community Chat. Bring any general buying and selling questions that are on your mind!

tyler@ebay · ‎04-03-2019

@dtexley3 wrote:

Is eBay monitoring whether or not there is an increase in visibility on Google for all the items that have been FORCED to be moved to GTC? One of the reasons given was that GTC would result in higher visibility in Google.

I've been monitoring a few that were forced over to GTC on the 18th of last month. So far not a single one shows up in Google shopping, not one. Some show up linked to the ranch but very low in the best match list. If GTC was meant to increase our Google presence it's not working so far.

I used GTC for quite a while at first and then found that my sales were much better if I used 30 days on, 7-10 days off and repeat. For OOAK and seasonal that seemed to work best instead of slowing sinking down the BM list due to GTC age on these items.

Hi @dtexley3 - yes, monitoring external- referred vs internal traffic for buyers is definitely something that is done, and we believe this is the best way to bring buyers in going forward.

Tyler,

Anonymous · ‎04-03-2019

Thanks for joining us everyone. The chat is now closed for replies and we will work to respond to any remaining questions.

brian@ebay · ‎04-03-2019

@mendelsons wrote:

Seeing a new issue with the shipping calculator.

One of our shipping templates has four shipping options for a listing. Usually all four would display on quantity of 1 but now eBay is hiding one of the three options until the weight reaches 1 pound.

So first class rate is displayed always no matter what quantity and its the first option shown which when you change the quantity to more than is acceptable to ship first class it will just double the rate or triple the rate as the quantity keeps going up.

But now the calculator is hiding the priority option until it reaches over a pound in weight.

I reported it and got an SR# if you want to take a look at it.

Hi @mendelsons, I'd like to look into this in more detail. I'll be sending you an email to get more information soon. Thanks!

Brian,
Community Team

tyler@ebay · ‎04-03-2019

@vrykalak wrote:

I used to be able to select "__ items are ending today" and bulk edit that group.
That capability seems to have disappeared...I'm guessing the same time as GTC became mandatory.
I would like that ability back (so I can save listing fees on 100+ items that will be automatically renewed if I leave them up).

Hi @vrykalak - I imagine you're correct, as GTC listings renew and don't technically 'end'. Happy to pass on your feedback, but I'd also suggest sharing your desire to see this feature by using the 'Comments?' link in the upper right corner. Thanks!

Tyler,

Anonymous · ‎04-03-2019

@gamersbaystore wrote:

I think its totally ridiculous that ebay is actually encouraging buyers to return everything they buy. What retailer in their right mind would do something like this. Returns should be an option, but is practically begging buyers to do it.

As for leaving feedback, I've had buyers leave feedback before they ever received their merchandise. So I personally have no complaints there. Why buyers would leave feedback right after a transaction took place, I don't know, but I can't say it bothers me.

Hi @gamersbaystore, definitely want to clear up this misunderstanding; having an option for a buyer to resolve a concern easy to locate does not encourage buyers to return everything they buy. It isn't reasonable to think that a buyer will return an item simply because the option to do so is visible in their purchase history. As I stated before, this is the industry standard for ecommerce - the option to request a return or report an issue with the item is prominently displayed in a consumers purchase history. A buyer requests a return because they have concerns with the item they received, not because the Return this item button suggests it to them.

To reiterate, this option is does not create negative experiences for sellers, and serves to lessen a negative experience for buyers.

Anonymous · ‎04-03-2019

@millcreekrescue909 wrote:

Thanks so much!

No problem, @millcreekrescue909!

tyler@ebay · ‎04-03-2019

@deitycity wrote:

I posted this issue. Please advise... Thanks,

https://community.ebay.com/t5/Technical-Issues/Additional-shipping-options-disappeared-in-quot-Shipp...

Hi @deitycity - we'll have someone take a look, thanks!

Tyler,

Anonymous · ‎04-03-2019

@pburn wrote:
I'm struggling with the version of my My eBay "Summary" and "Purchase History" pages being switched up at random. I have one version I prefer, and there is no longer a link to switch versions. (I suppose it's probably all of the My eBay pages, but those are the two I use most.)

Are the two versions no longer available? Am I stuck with the version I can currently see? It was displaying the version I prefer yesterday, but the alternate version showed up today.

Thanks!

P.S. If anyone else can assist me, I'd appreciate any and all private messages!

Hi @pburn, I recommend you share your feedback on these pages using the Tell us what you think link available in the upper right corner of these pages. We are moving towards a more streamlined view, so you may simply be in the middle of this transition.

tyler@ebay · ‎04-03-2019

@creekcoyote wrote:

I am having just a bit of trouble with the new shipping label. When I go to pay for the label through Paypal, the screen for Paypal does not expand enough for me to hit the Pay now button. If I go to Paypal using the old shipping label, I do not have this trouble.

I have tried scrolling, expanding, less zoom and nothing changes the Paypal screen.

Therefore, I cannot use the new shipping label page to print and pay for labels.

Is this just my problem or is there a glitch in the system?

Actually I prefer the classic shipping label page but I understand that we will all be utilizing the new one in the near future.

But it doesn't work for me right now.

Hi @creekcoyote - how frustrating! I'm not seeing other reports of this, but I'll get it to the shipping folks to see if they have any input. Thanks!

Tyler,

brian@ebay · ‎04-03-2019

@my-cottage-books-and-antiques wrote:
Brian, Any reason not to add this? It seems rather counter-intuitive to talk about increasing sales velocity and then withhold a tool that would help us do just that?

Hi @my-cottage-books-and-antiques, the 'why' is outside of the Community teams scope, but I do want to assure you that they shipping team is aware of this request and they are taking into consideration. I'm also happy to suggest that a future guided chat take place with the shipping team!

Brian,
Community Team

Anonymous · ‎04-03-2019

@hioctane62 wrote:

@Anonymous wrote:

@vrykalak wrote:

When I buy an item, and it has not yet arrived, there's a big blue button that asks me to LEAVE FEEDBACK. (Why would I leave feedback for an item I have not yet received?)
As soon as the item is delivered, the big blue button changes to RETURN THIS ITEM, and I have to search the dropdown to leave feedback.

Why does eBay urge buyers to return items, rather than be happy and leave FB?

Hi @vrykalak, having the leave feedback option prominently displayed helps remind buyers to leave feedback when their item arrives. Once the item arrives, we change this to the return request option in case buyers need to resolve any concerns. Having this option showcased in the purchase history does not increase the number of situations where a return may be warranted, it simply streamlines the buyer experience in situations where something has gone wrong. This is a very common practice within ecommerce, and I'm sure you can understand that we wouldn't want the process to return an item (as the buyer is already having a poor experience at the time they wish to return their purchase).

We've received feedback from on this process and while we understand that a return request is a stressful situation for sellers, you also have to put yourself in your buyers shoes and understand how it isn't ideal for them, either. Sometimes changes are made to benefit your customers, as creating a better, more streamlined experience will ultimately encourage buyers to return to the site and generate more revenue for our sellers.

It would be much better if the "leave feedback" button remained until such time that the buyer actually does leave feedback. A return button could be displayed below that. As it stands now, the ONLY thing buyers is presented with is "return this item", and they have to hunt if they want to do ANYTHING else.

THEN, ebay uses those returns to force a seller to pay 4% higher FVF's. There is a HUGE conflict of interest there. Sellers have no appeal process, and even cases resolved in the sellers favor are counted against them in this metric.

There was a thread started on the selling board earlier today where the buyer admitted the seller sent the RIGHT item, but their claim of "seller sent wrong item" still pushed the seller into the extra 4%. Does ebay realize that they are driving their sellers out of business, which decreases the variety of items available to buyers on ebay?

Here is a link to the thread I mentioned:

https://community.ebay.com/t5/Selling/This-has-to-be-illegal/m-p/29677789#M1398344

Hi @hioctane62, often times if a buyer has a concern with their purchase, they will hold back on leaving feedback until a resolution is reached. In most instances, things go off without a hitch and feedback is left early on. When this isn't the case, we want to ensure the buyer can easily begin the process of resolving their concerns.

As I've mentioned in other responses within this thread, the option to return the item being visible is not the reason buyer's return items. I'm sure you can agree that when a there is an issue with an item, the steps to resolve it should not be difficult to find. In addition to this being the industry standard, think of where Customer Service desks are located in brick & mortar stores - returns are either handled at the register by a cashier, or the Customer Service desk that is almost always located in the front of the store.

Anonymous · ‎04-03-2019

@my-cottage-books-and-antiques wrote:
Thanks trinton.

Happy to help, @my-cottage-books-and-antiques

brian@ebay · ‎04-03-2019

@wooden_flower wrote:

brian@ebay wrote:

@wooden_flower wrote:

I wanted to share a followup on a post from last week concerning orders being split into 2 payments. CS did agree that there is an issue with guaranteed delivery and said the issue would be sent to the product manager.

I haven't heard back yet.

Sue

Hi @wooden_flower, thanks for the follow-up. I'm not aware of a technical issue with Guaranteed Delivery. However, if some items in an order and guaranteed and other aren't then we may split the order into two (just like we would do if items in a transaction have two different shipping methods). I'll look into this further and send you an email with what I find.

Hi Brian,

All of my items have the same shipping settings and the same handling time. The CS rep confirmed in the example I gave them that there was no reason for the order to be split into 2 payments.

I can provide additional examples if needed. It only happens on orders that are over my $50 free shipping threshold, so at least the buyers are not being overcharged.

Sue

I see that you are working with our Social Media team on this. As you mentioned, they are working to get some answers about your situation, so we'll have to wait for the answer they end up receiving. I'll keep on eye this though. I definitely want to know why this is happening!

Brian,
Community Team

Anonymous · ‎04-03-2019

@comics-scifi-collectibles wrote:

Can we please clarify if the new ability to submit a sales tax exemption for re-sellers with a tax permit applies to all sales tax charged on ebay OR only to the taxes for states which ebay is collecting and remitting sales tax.

https://www.ebay.com/help/buying/paying-items/paying-tax-ebay-purchases?id=4771

Hi @comics-scifi-collectibles, this would currently only apply to the states where eBay has a responsibility as a marketplace to collect and remit sales tax. In other states, you can work with the appropriate state board overseeing tax collection to request a credit, or contact your seller prior to purchase to request an exception.

tyler@ebay · ‎04-03-2019

@abfabvintage wrote:

I have a question regarding Item Specifics. eBay is now pushing Item Specifics in particular for those sellers who do not use the eBay catalogue. With the ebay claim to get better off-ebay engine searches...When eBay revises Item Specifics in midstream of a seller's active item that is listed (particularly GTC), how does that IS change affect the active listing? I understand if I decide to end a listing, then I can peruse the changes before I re-list, but what if I decide to let the GTC run its course?

I use a 3rd Party listing program. Last week was notified eBay revised Item Specifics. But since your developers only send the 3rd party vendors codes, not narratives or what categories were affected, where can I get a current list of what Specifics were revised/added/changed? And again, how do these revisions affect sellers using GTC? Does eBay do an automatic change? And, in fact, these Item Specific changes would also affect those using the eBay tools, not just 3rd party listers.

Hi @abfabvintage - an item specific change during the middle of a Good Til Cancelled item's duration would align the item specific to what we feel will best position it for exposure to buyers. If you choose to not to edit or change it, a GTC item would renew with the Item Specific that it was changed to.

I don't have a list of item specifics that were changed, nor am I aware of any email communication that would be sent out with the details you're looking for (I'll see if that's something I can find).

If a detail about your GTC item is changed, it will update itself on the back end of the listing and keep those changes as it renews and going forward.

Tyler,