Community Chat, Dec 27th @ 1pm PT - General Topics

[alan@ebay]

Please join the Community team here at 1 pm Pacific today for our weekly chat. We do not have a set topic for this session, so please feel free to ask us your eBay related buying & selling questions.

The thread will open for replies at 1 pm and will remain open for one hour.

Chat then! 

[golfingaddict]

And just now, I got an email from the buyer telling me that if I do not give him the partial refund he will be giving me a negative feedback.

Oh well.. Buyers have a lot of power.

thanks tyler@ebay

[sockmonkeydave]

alan@ebay

---

brian@ebay wrote:

---

@sockmonkeydave wrote:

alan@ebay

looks like we should open a cold one as this place is empty.

There have been a couple threads where sellers were not able to bulk edit listing handle time.

This seems to be from using Business policies, and sellers not getting that each shipping policy.

Is an individual policy... I don't use Business policies, and I can bulk edit my listings.

But there was a guy who had 100 different shipping policies.

---

Hi @sockmonkeydave, I'm happy to clarify. The option to edit handling times in the Bulk Edit tool isn't available for members using Business Policies. They will need to edit the handling time within each shipping policy, which will automatically change the handling time for any listings using the edited policy. 

---

I get that but I don't think people who use Business Policies do, seems it is not real clear in help.

This has been going on for at least 2 years, as someone revived a two year old thread, with answer.

Opt out seems to be the only way to get bulk edit back.

[alan@ebay]

---

sockmonkeydave wrote: 

---

@tunicaslot wrote:

Hi Alan - hope you enjoyed your holidays!

Not sure you can help me - but I wondered if you have a contact for the Litium boards I can talk to. Many threads get a little heated and people have reported them as there is baiting and outright abuse - but the mods, depending who is on, do nothing about removing the offending posts or quieting the anti-Ebay crowd. Then you have a helpful poster who mentions another business - like Walmart and they get a warning.

I'm friendly with a mod who is kind enough to message me as to which threads to avoid as they are baiting many of us - and I pass along the info - but she's not always on - and I'm sorry but I'm sick of the anti Ebay rhetoric all the time. Some of these people were kicked off long ago for a reason - Ebay thought they should give them a second chance - but these boards have become less helpful as people do not want to contend with being challenged everytime they try to address an OP's question. 

---

I am with tunica on this many come here with a chip on their shoulder and just trash ebay.

Then when we try to help they just bash us and ebay.

And tell the mods to cut us good guys some slack.

---

Noted, thanks for the feedback. I am always more than happy to review how we are currently doing things to see where improvements can be made. 

PS - love your avatar photo! 

[Anonymous]

---

@mam98031 wrote:

I have a suggestion for an improvement to the Return Process.  More specifically for an INR.

Let's say a buyer files an INR because they have not yet received the item.  In checking the tracking, it is discovered that the package is on it's way back to the seller because it was undeliverable as addressed.

Using the format that is currently available to a seller, there is no way to handle this without having to get Ebay involved.  Some kind of mechansim within the Request would be nice so that a seller could select the reason for an incorrect buyer address and to issue a partial refund [less original shipping, whether free shipping or stated shipping].  

---

Hi @mam98031, great suggestion! I will pass this along for review. At the moment, if a buyer provides an incorrect address eBay would protect the seller and close the case in their favor - however, I know that some sellers are happy to issue a partial refund minus shipping costs for a mistake like this. Currently, we would recommend issuing a refund directly through the PayPal transaction and contacting eBay for any potential fee credits. Having a process for this on the site could help create easier resolutions 

[mam98031]

I sincerely hope all of you had some great time off with your family and friends to enjoy the holidays!!!

Further I hope all of you have a fantastic New Year!!  

I want you to know I personally appreciate and respect the hard work all of you do to help us keep the community moving in the right direction.  The follow through of the CSRs on this thread are exceptional and I for one deeply appreciate the hard work.  It is frustrating at times, but the rewards can be great.  I want you all to know it has not gone unnoticed by me and I'm VERY grateful to have this thread as a resource with people that really do care!!!

THANK YOU !!!  

[tyler@ebay]

---

@golfingaddict wrote:

And just now, I got an email from the buyer telling me that if I do not give him the partial refund he will be giving me a negative feedback.

Oh well.. Buyers have a lot of power.

thanks tyler@ebay

---

Well that is against the rules, and again, something we would not expect you to comply with. Feedback should not be used as a negotiation or leverage to get something (as you know). 

I recommend continuing to stress that you are happy to accept the return, and should they choose to leave you negative feedback will you let us know? 

[mam98031]

---

@Anonymous wrote:

---

@mam98031 wrote:

I have a suggestion for an improvement to the Return Process.  More specifically for an INR.

Let's say a buyer files an INR because they have not yet received the item.  In checking the tracking, it is discovered that the package is on it's way back to the seller because it was undeliverable as addressed.

Using the format that is currently available to a seller, there is no way to handle this without having to get Ebay involved.  Some kind of mechansim within the Request would be nice so that a seller could select the reason for an incorrect buyer address and to issue a partial refund [less original shipping, whether free shipping or stated shipping].  

---

Hi @mam98031, great suggestion! I will pass this along for review. At the moment, if a buyer provides an incorrect address eBay would protect the seller and close the case in their favor - however, I know that some sellers are happy to issue a partial refund minus shipping costs for a mistake like this. Currently, we would recommend issuing a refund directly through the PayPal transaction and contacting eBay for any potential fee credits. Having a process for this on the site could help create easier resolutions 

---

Thank you.  But issuing a PP refund without a corresponding cancellation in Ebay creates a ding.  Oh wait, if we [a seller] does a partial refund in PP, then a ding is not created.

[Anonymous]

---

@mam98031 wrote:

I sincerely hope all of you had some great time off with your family and friends to enjoy the holidays!!!

Further I hope all of you have a fantastic New Year!!  

I want you to know I personally appreciate and respect the hard work all of you do to help us keep the community moving in the right direction.  The follow through of the CSRs on this thread are exceptional and I for one deeply appreciate the hard work.  It is frustrating at times, but the rewards can be great.  I want you all to know it has not gone unnoticed by me and I'm VERY grateful to have this thread as a resource with people that really do care!!!

THANK YOU !!!  

---

Thank you @mam98031! My Holidays were definitely filled with Colombian food, relaxation and love 

I greatly appreciate your kind words and am happy to have been able to help you throughout 2017. Here is to all the great work we will do together in the New Year 

[tyler@ebay]

---

@mam98031 wrote:

I sincerely hope all of you had some great time off with your family and friends to enjoy the holidays!!!

Further I hope all of you have a fantastic New Year!!  

I want you to know I personally appreciate and respect the hard work all of you do to help us keep the community moving in the right direction.  The follow through of the CSRs on this thread are exceptional and I for one deeply appreciate the hard work.  It is frustrating at times, but the rewards can be great.  I want you all to know it has not gone unnoticed by me and I'm VERY grateful to have this thread as a resource with people that really do care!!!

THANK YOU !!!  

---

Thanks so much @mam98031! Your words mean a lot to me. Thanks for asking great questions, keeping me honest and being so helpful!

And my holiday was great! Now to pay the piper for all the chocolate oranges, gold-foil coins and holiday treats... 

[sockmonkeydave]

alan@ebay

How can I pm you with a word I used here, it was not offensive in any way.

It was a word that was the title of an old Elisha Silverstone movie.

[Anonymous]

---

@mam98031 wrote:

---

@Anonymous wrote:

---

@mam98031 wrote:

I have a suggestion for an improvement to the Return Process.  More specifically for an INR.

Let's say a buyer files an INR because they have not yet received the item.  In checking the tracking, it is discovered that the package is on it's way back to the seller because it was undeliverable as addressed.

Using the format that is currently available to a seller, there is no way to handle this without having to get Ebay involved.  Some kind of mechansim within the Request would be nice so that a seller could select the reason for an incorrect buyer address and to issue a partial refund [less original shipping, whether free shipping or stated shipping].  

---

Hi @mam98031, great suggestion! I will pass this along for review. At the moment, if a buyer provides an incorrect address eBay would protect the seller and close the case in their favor - however, I know that some sellers are happy to issue a partial refund minus shipping costs for a mistake like this. Currently, we would recommend issuing a refund directly through the PayPal transaction and contacting eBay for any potential fee credits. Having a process for this on the site could help create easier resolutions 

---

Thank you.  But issuing a PP refund without a corresponding cancellation in Ebay creates a ding.  Oh wait, if we [a seller] does a partial refund in PP, then a ding is not created.

---

Hi @mam98031, happy to let you know that once an eBay Money Back Guarantee claim has been closed we would not record any out of stock defects for a PayPal refund, either full or partial. We know that in most situations where a claim has been closed and a refund is then issued through PayPal, the seller and buyer are simply working together and we are here to support you. 

[golfingaddict]

---

tyler@ebay wrote:

---

@golfingaddict wrote:

And just now, I got an email from the buyer telling me that if I do not give him the partial refund he will be giving me a negative feedback.

Oh well.. Buyers have a lot of power.

thanks tyler@ebay

---

Well that is against the rules, and again, something we would not expect you to comply with. Feedback should not be used as a negotiation or leverage to get something (as you know). 

I recommend continuing to stress that you are happy to accept the return, and should they choose to leave you negative feedback will you let us know? 

---

Yes, tyler@ebay   I will let you know. 

After 18 plus years of doing this, I am not surprised by much.  I find that it is best to have firm and fair policies worked out before I encounter problems so that I do not get flustered or worried by things that customers do or ask for.

The threat of negative feedback was not a surprise as each of his emails has escalated when I stressed that I would offer a full refund if he returned the item.   (It's not this ID by the way)  I have five different selling ID's.

[alan@ebay]

---

@mam98031 wrote:

I sincerely hope all of you had some great time off with your family and friends to enjoy the holidays!!!

Further I hope all of you have a fantastic New Year!!  

I want you to know I personally appreciate and respect the hard work all of you do to help us keep the community moving in the right direction.  The follow through of the CSRs on this thread are exceptional and I for one deeply appreciate the hard work.  It is frustrating at times, but the rewards can be great.  I want you all to know it has not gone unnoticed by me and I'm VERY grateful to have this thread as a resource with people that really do care!!!

THANK YOU !!!  

---

Awwwwhhh, thank you, @mam98031! 

We feel privileged to be working in roles at eBay that allow us to help out and empower the awesome sellers that make up the eBay marketplace. 

Here's to 2018 being an even bigger and better year for The eBay Community!

[fern*wood]

There are many problems addressed on the boards, but a couple reappear on a regular basis, and it seems they could rather easily be addressed by ebay. 

One is the vacation setting for stores.  The instructions do not make it clear that a seller either needs to hide their listings or revise their handling times to avoid shipping time metric problems.   Too often they find out this detail too late.

Second is the infamous "Your item has shipped" email sent out as soon as labels are printed.  Buyers aren't pleased one little bit with this verbiage, and frankly, neither are sellers.

I know these problems have been mentioned many times, but is there any way they could actually be fixed by ebay.   Is it too expensive to make changes to the wording of the email or add a bit of clarity to the vacation instructions?

thanks

[mam98031]

---

@Anonymous wrote:

---

@mam98031 wrote:

---

@Anonymous wrote:

---

@mam98031 wrote:

I have a suggestion for an improvement to the Return Process.  More specifically for an INR.

Let's say a buyer files an INR because they have not yet received the item.  In checking the tracking, it is discovered that the package is on it's way back to the seller because it was undeliverable as addressed.

Using the format that is currently available to a seller, there is no way to handle this without having to get Ebay involved.  Some kind of mechansim within the Request would be nice so that a seller could select the reason for an incorrect buyer address and to issue a partial refund [less original shipping, whether free shipping or stated shipping].  

---

Hi @mam98031, great suggestion! I will pass this along for review. At the moment, if a buyer provides an incorrect address eBay would protect the seller and close the case in their favor - however, I know that some sellers are happy to issue a partial refund minus shipping costs for a mistake like this. Currently, we would recommend issuing a refund directly through the PayPal transaction and contacting eBay for any potential fee credits. Having a process for this on the site could help create easier resolutions 

---

Thank you.  But issuing a PP refund without a corresponding cancellation in Ebay creates a ding.  Oh wait, if we [a seller] does a partial refund in PP, then a ding is not created.

---

Hi @mam98031, happy to let you know that once an eBay Money Back Guarantee claim has been closed we would not record any out of stock defects for a PayPal refund, either full or partial. We know that in most situations where a claim has been closed and a refund is then issued through PayPal, the seller and buyer are simply working together and we are here to support you. 

---

GREAT to know, thank you for the info.  And I hope you are successful in having the team responsiblef for the policy to consider my suggestion.  It is obviously easier and certainly more effecient, therefore we all save time and moneey on the process.