Community Chat, December 11 @ 1:00 pm PT - General Topics

[brian@ebay]

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. 

[tyler@ebay]

Hi everyone - the chat is open for your replies!

[golfingaddict]

I have questions about the new seller protection benefits introduced in the fall update.

According to the Fall update, Top Rated Sellers were given additional seller protections.

https://pages.ebay.com/seller-center/seller-updates/2019-fall/seller-protections.html

On my first and only time with this new “protection” I have been told that the things that were promised are true with “exceptions” and “caveats” not disclosed to sellers as far as I see.

CASE: buyer opened Not as described case. Buyer said “doesn’t match item or description”, upon asking for clarification, buyer said she got what she ordered but they did not fit. Thus, I filed a report on the buyer, held back 25% because the item was no longer new or in package and could not be resold.

I’ve been waiting for the return shipping to be refunded to me and for the case to be removed from my metrics. It’s been 5 weeks so I had some time today so called to ask if and when this might happen.

To my surprise I was told that it was not going to happen. I was told that the case was reviewed and vetted and I would not get the case removed because for some unknown (to me) reason they found a problem with the case. The CSR did tell me that she would credit me for the return shipping today because I called.

Issues:

1. No where does it say in the seller protections (individual cases) that they are contingent on some “vetting” process by some unknown entity at ebay (what I was told by CS)
2. Until today no one told me that they found my case to have a problem and I would not get the benefits promised. I was waiting for something that would not happen apparently, I was oblivious to this.
3. This is my first time and only case in which I used the new protection policy so I surely have not abused or overused the policy.
4. No one could tell me why it was disallowed, only that those people do not take calls.
5. I’ve read the fall update several times and asked questions several times on the weekly chat about the process and not once do I remember anyone saying that there are exceptions or caveats, only that they would look at sellers that abused the policy and watch for problems that might come up.

https://pages.ebay.com/seller-center/seller-updates/2019-fall/seller-protections.html

If you are a Top Rated Seller and a buyer falsely claims an item was “not as described,” we’ll protect you on eligible transactions. If a buyer falsely claims an item was “not as described,” we’ll reimburse your return shipping label cost up to $6 per return. You’ll receive the return shipping label credit on your monthly invoice. We’ll also automatically remove any negative and neutral feedback, defects, and open cases in service metrics.

Can you confirm or deny what I was told? Did I misunderstand the new seller protection benefits?

[joshuatreeimports]

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?

[mg152]

I just stopped by to say Hi and I’m still around. We found out about Rosies cancer Nov 7, she passed that night in bed with her human and dog family. Her and Max’s daughter is 12 and she has cancer too. It’s not life threatening yet but we’ve been busy with vet visits and medications. We will have to draw a line somewhere unfortunately because we are not rich.

Anyway, thank you all for your support. I know I’m annoying with all my dog talk but my kids are grown. I hope to be back selling after the new year. We’ve got another vet appointment today but I wanted to drop by to say Hi and thank you. I ❤️ Every one of you all. 

[gwzcomps]

When is eBay going to take accountability for their site and its issues? I constantly have to call and report various different things that have been a problem for a while now. Examples:

• Buyers allowed to supply addresses that exceed the character limit.
• Buyers allowed to make multiple accounts to get around site policies and blocks.
• No real way to protect oneself from buyers that make false claims.
• Search engine hiding listings in results.
• Search engine providing inaccurate results.
• Random unresolved glitches like markdown manager problems and buyers having issues paying.
• Other issues I don't remember at the moment.

I do enjoy the new line the support people have been taught.  "We are doing our best"  It does make for a good laugh when some of these things have been problems for years now.  I'm familiar with all the default responses and policies.  Just hoping eBay will step up to the plate for a change 😞

[vrykalak]

re Drafts: I wish to request again that:
- when an item is listed, any drafts for that item go away, and
- when a new draft is saved for an item, previous drafts go away

[mam98031]

When Ebay redesigned the Feedback Page we seem to have lost an option we use to have.  What happened to being able to view a members ID history for changes.  We use to have a link to that, but not anymore.

Where can we get this information or has Ebay deemed we don't need it?

[mam98031]

Are there any updates on the progress of the forum fixes in regards to the pesky red error messages.  They are still fast and furious.  Not taking a break at all.  Annoying is an understatement.

[ichotboy]

If u ship usps open a case with them, I had one that showed delivered but the guy said no one even came to his door per his camera. So I opened the case, post office researched and apparently they have GPS that shows exactly where it was scan delivered they found out my customers package was delivered to the wrong address a couple houses down and luckily they got it to my customer. My understanding is if they misdeliver they will attempt to pick up and correctly redeliver. Not sure what happens though if the person it was misdelivered to refuses to give it back. Had I not opened the case my customer wouldn’t have gotten his item. 

[ichotboy]

Forgot to say only works on items with tracking #s

[mam98031]

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@mg152 wrote:

I just stopped by to say Hi and I’m still around. We found out about Rosies cancer Nov 7, she passed that night in bed with her human and dog family. Her and Max’s daughter is 12 and she has cancer too. It’s not life threatening yet but we’ve been busy with vet visits and medications. We will have to draw a line somewhere unfortunately because we are not rich.

Anyway, thank you all for your support. I know I’m annoying with all my dog talk but my kids are grown. I hope to be back selling after the new year. We’ve got another vet appointment today but I wanted to drop by to say Hi and thank you. I ❤️ Every one of you all. 

---

Let me assure you, you are NOT "annoying".  As always I'm sending you positive thoughts and prayers.  Our pets are very important to our family.  

I wish you nothing but the best in this Holiday Season and the coming year.

[carlqsportscards]

Couple weeks ago I was buying 3 items from a seller. It said 50 cents shipping on each additional item.

I clicked on "buy it now" for one of them, and it took me to the payment page. So instead I went back to put the 3 items in my cart, and clicked on "request total from seller" to get the shipping discount.

I got a message that said the seller doesn't have combined shipping. So I decided not to bother buying them. Didn't want to deal with the annoyance.

But then a few hours later I got an invoice with the shipping discount!

So was the message I got an error? It was very confusing.

[vrykalak]

I just found another item that was relisted after it was sold: #383262848705.
Fortunately, someone just made an offer on it, and didn't outright buy it, which would have given me an Out of Stock demerit.
You'll say I accidently relisted it, but I know I never relist anything that isn't on the Unsold/Not Relisted page...unless the order is canceled, in which case eBay relists it for me.
I'm submitting this comment now, so I can point to it later, the next time this happens.

[autopiacarcare]

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@gwzcomps wrote:

• Random unresolved glitches like markdown manager problems and buyers having issues paying.

---

@gwzcomps  - I can report that we are seeing much better performance out of Markdown Manager since last week.  Most promotions are going live or ending within about 10 minutes of scheduled times, which is much more in line with how that tool used to work for us.

I don't want to get anyone's hopes up and can't really say this is a "fix", since we were told that delays of less than 24 hours weren't a technical issue to be fixed, but regardless, I'm very happy it is working better now and I hope that continues.