Join the Community team here at 1 PM PT on December 11th for our Weekly Chat with eBay Staff. We don't have a set topic this week, so please bring any general questions you may have on buying or selling.
The chat will be open for questions from 1-2 pm PT, at which point we'll close thread. While no additional questions can be submitted after this time, we'll continue to work on responding to any queries that may 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.
*Please note that we're not able to address account-specific queries. Questions regarding your account should be direct to eBay Customer Service.
@mam98031 wrote:
tyler@ebay wrote:
@mam98031 wrote:
tyler@ebay wrote:
@joshuatreeimports wrote:
Hello! I was wondering if sellers are responsible for items with tracking showing they were delivered, but the customer claims were stolen after delivery. How far beyond successful delivery does a seller's responsibility extend?
Hi @joshuatreeimports - in a situation where tracking confirms that the buyer's shipment was delivered to their address you are protected from Item not Received requests (we would find them in your favor if they were escalated). Thanks!
Just to add a little more to this so no one gets confused. The item has to be shipped to the ship to address on the PP payment notification [if you are NOT in MP] for this seller protection to apply in both Ebay and PP.
In Ebay, they allow us to be notified by the buyer after the payment of an address change as long as that notification happens within M2M. So if we comply we are fine in Ebay and still covered. But NOT in PP. PP does not acknowledge or accept that change.
Hi @mam98031 - this was good advice, but it is a bit outdated. At this point in time we ask you to ship to the address used at eBay checkout regardless of what a buyer puts in messages, checkout details, or sends to you privately. This helps ensure our policies are consistent with other financial institutions and to avoid setting you up for repeated rounds of disputes through various services (the 'eBay to PayPal to Credit Card' loop).
It's still up to you if you want to fulfill a buyer's request, but if you're wanting to maximize your eBay protections, if a buyer asks you to ship to an address other than the one they chose at checkout you should cancel the transaction as Buyer Requested/Problem with Address and have them purchase again. Thanks!
Well DANG!!! Now that is an IMPORTANT tidbit that should have been announced to sellers. I understand why Ebay would do this, but if you don't inform sellers you changed something this important, how the heck are we to know??? But we sure as heck will be responsible to adhere to a rule change that we know nothing about.
And now in a world where PP no longer refunds fees on any type of refund happening due to an Ebay transaction for those of us not in MP, this gets even a little expensive for a seller to do. We will have to cancel the transaction in the hopes the buyer will then repurchase using the proper address for shipping. That cancellation cost the seller a little money each time that we can't get back. An option to let the buyer know that we can change the address but there will be a 3.5% fee for the process would work. That just allows us to recover the PP profit. My extra time for the transaction, I just see that as part of my job. But on buyer requested or buyer required cancellations, we should be able to charge the buyer a modest fee just to cover the fees from PP.
Now I'll go back to something I've been asking for, for years. And exception report. When Ebay changes a policy in any way or adds a policy. A simple month exception report would be enormously helpful.
Hi @mam98031 - thanks for the input. I can definitely share the feedback that you'd prefer to have seen this announced more broadly!
I'm not sure if we'll ever see the kind of digest email you're requesting (I'd love one too) but I'll get it suggested as well. 🙂
@rosevelyn wrote:
Item Description Survey needed.
As a SELLER, I have no way of knowing when the changes to the Item Description are considered full and final to the ebay team.
Feedback to the ebay team should be ongoing afterwards, but what I believe is required after ebay feels they have completed things is a survey that is simple enough to complete in which we can fill in what we believe is missing or needs to be revised.
Please comment.
Hi @rosevelyn, we regularly make updates to categories and Item Specifics, typically in Seller Updates. We don't have any plans to send out a survey at this time. If you find that there is an Item Specific missing or needs to be revised then you can email sdsupport@ebay.com. That goes directly to the Item Specifics team. They'll review your report and take appropriate steps in response.
@rosevelyn wrote:
As a SELLER who sells both CONTEMPORARY and VINTAGE CLOTHING ITEMS, I have taken note that there is a new check box for VINTAGE/Yes or No.
This raises questions as to which category will be seen more--the Specialty/Vintage Clothing or the regular clothing category.
Hi @rosevelyn, I don't have data on which category may be searched more. However, a buyers search terms, such us the word vintage, and their selections on the left side of the search page will be factored in when returning search results.
@automotivepartsrecyclrs wrote:
Your Items are in carts, Drop the price and make the sale? Keep getting this annoying email. Yes we did drop the price a long time ago and well looks like the cart is awol. Since then we all just laugh and delete.
Can't put this email in spam or block listed due to its the same email that ebay uses for other things.
Hi @automotivepartsrecyclrs - I'm afraid I don't have a way for you to unsubscribe from that specific email chain, but you can manage your communication preferences to control what types mail we do send you.
Personally I like the idea that @coffeebean832 suggested to set up an automation rule to screen emails with that subject line to a different folder to get it out of your hair. Thanks!
@ichotboy wrote:
Not most current iOS cuz my phone is having a memory issue that the operating system is eating nearly 40GB ....apple says that’s a known issue...so I can’t update until I can backup and the backup always fails when its almost done. But it happens so frequently to me and it’s so infuriating (especially when I’m entering directly off the scale and have to reweigh the item and sometimes remeasure box) to have to go back and re-enter prior to publishing the listing that I almost broke my phone the other night. So I can update the eBay app but NOT my operating system, so if app is up to date could the operating system still cause that?
Hi @ichotboy - depending on which iOS version you have you should be fine (older versions of iOS will eventually be unable to support the eBay app). I see that you commented a bit further on that it's not acting up for you anymore, but by all means if it starts giving you a headache make a new thread on the iOS Mobile App board (link here). The mobile team reviews posts there and can help. 🙂
@golfingaddict wrote:
On my invoice, under fees, I have a line for Terapeak ($19.00)
It's not a credit and it is not a fee,
I did not sign up for Terapeak and I am not sure it should be there until I do sign up or add it to my account.
How can I opt out of having it show up on my invoice?
Thank you.
Hi @golfingaddict - Terapeak is a reporting and research tool that is included at no charge for members with a Basic level store or higher. Members are able to sign up for Terapeak without a store subscription for a monthly charge of $19.
Because it's included with your subscription, there isn't a way to remove it from your invoice, as we want to make sure that the list of services and fees from us is accurate. More details about what the program is and the ways you can make use of it here. Thanks!
@rosevelyn wrote:
I have found over time that listing in any SUITS/SUIT SEPARATES category gets very little traffic. That's a problem.
It's as if no one wants to search for a blazer or suit in those categories--vintage or contemporary. They want to search for separates only.
Hi @rosevelyn - what an interesting observation! I don't have insight into the total amount of traffic going to one category versus another, but I can confirm that there are currently no technical issues impacting search.
I know it's important for you to receive replies to the things you post in the chat, and we want to make sure that you get a reply, but when there isn't an obvious or clear question involved it's difficult to know how you'd like us to help. In the future, it would help us help you if you gave us a bit more info about what resolution or information you're looking for. Thanks!
