Community Chat, Feb 14th @ 1pm PT - General Topics

[alan@ebay]

Hi Community, 

Please join The Community Team here today at 1 pm PT for a Q&A Community Chat. We don't have a set topic today, so please come prepared with your buying & selling questions. 

Before our chat, make sure you check out a live video broadcast with Bob Kupbens, VP of B2C Selling and Global Trust. The broadcast will begin around 12:30 PT here, and it will run for about 20 minutes. 

Thanks & talk to you later!

[chrysylys]

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tyler@ebay wrote:

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you are only able to request contact information in this manner if they've successfully made payment, which could be the reason why you're encountering this message in the situation you described.

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Does that really make sense if a seller is trying to help a buyer pay when the buyer may be unable to for some reason?  Perhaps new and unsure of how to do things?

[tyler@ebay]

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@fern*wood wrote:

Is there any way to opt out of or block the new relist emails being sent out on each unsold listing as it ends?   I have my preferences set to never get unsold emails but this 1 2 3 easy relist email is new and a nuisance.   I'm only getting them on one of my IDs so far so I'm guessing it is in beta.

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Hi @fern*wood!

Great question - the only place I'm aware of where you can opt-out for the moment would be in 'Communication Preferences' under 'Selling'. If you set 'Listing Confirmed' to 'None' that should do it. 

However, it would also do it for all listing confirmations (from fresh lists to relists). A little broad, but it should work to keep them from filling up your inbox. I'll also make sure we get your input shared on these! 

[dhbookds]

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doug@ebaywrote:

Hi @dhbookds, eBay Open details are being finalized. We'll announce soon, but don't want to send details out until everything is set and final.

Thanks!

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@dhbookdswrote:

So, I see Bob didn't have time to share WHEN the seller release will be.

I'm sure he'd appreciate your help in spreading the word............. 

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Sorry I wasn't clear  Doug..........I meant the first of the 3 Seller Releases for the year........

[Anonymous]

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@mallontown wrote:

Thank you for providing this forum to address issues
Can you please address the length a of time a thread is allowed to be open.
When posting I have received many replys (not always nice) from people who do not know the correct policy, as explained by Alan as 6 months without a reply, and report threads as necrothread when it is an active thread with a reply in the last 6 months. Also threads have been closed in error due to people simply repling necrothread to the message.

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Hi @mallontown, I can confirm what Alan has said previously and state that we do archive threads that have gone 6 months or longer without comment. Since older conversations may contain outdated or irrelevant information, we have decided that moving these older threads to make way for up to date conversations ultimately serves to benefit the Community. If an error occurs, we can always undo this archiving process. If a thread has received a reply within the last six months, we would consider the conversation to be ongoing and would not archive it. 

Additionally, we do not archive posts in groups at this time and exceptions may be made on a case by case basis for leaving a conversation on the boards. One example I ran into was a thread where the OP returned a year later to update the conversation. This was left, as the OP was the one bringing the topic back up.

[rosevelyn]

Thank you, Tyler. Please let me know why they changed that feature of using ADVANCED and then CONTACT MEMBER when we can STILL call ebay and RECEIVE contact information. It's time consuming and does not offer me the opportunity to provide good customer service in a situation when a Buyer may innocently not check their ebay account or email.

[alan@ebay]

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@golfingaddict wrote:

I read the post blog by the CEO and I have to say, I am a bit baffled by some of what he is saying.

I need some things explained and defined

artificial intelligence

augmented reality

And what is meant by eBay’s modern retail marketplace  ?

How does the average ebay seller fit in and what does it mean for those of us that have been selling for a long time? Do we learn a whole new way of selling? IS what we are doing now going to have to change or is the site changing? 

And while I understand that some stores are different than others when I shop at a mall, isn't it the same for ebay? There are shops/sellers that are different and market to different buyers?

Simplify please.. What is the bottom line?

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Hi @golfingaddict, 

The blog was written by Bob Kupbens, who is the VP of B2C Selling and Global Trust. Bob just did a live broadcast where he spoke in more detail to your questions. We'll share the video later this afternoon on the pinned post on the Selling discussion board. 

Thanks. 

[mcjbob]

I had the same issue. I tried a number of different questions, put in one totally not why I was calling, and GOT A PHONE NUMBER!!

[golfingaddict]

I try to read all the emails I receive from ebay but lately I seem to getting a variation of the same "promo" email from ebay.

Change my handling time to same day and get xx % improvement in sales

Change my listings to best offer and get xx% improvement in sales.

This week Bob even did it in his blog post... Add a 30 day return policy and get a 15% lift in sales

And then there is a disclosure in very small print at the bottom of the blog that it does not apply to everyone and basically "your mileage will vary"

It seems every few months, ebay pushes us to make changes and touts this percentage of improvement of sales if we do as demanded. 

Where do these figures come from and how are they determined?  Where is the math coming from and how can we apply that to our sales and how to we view the improvements when we add these things to our listings?

 I want to know how ebay measures it and how we can then apply that to our listings and sales

[Anonymous]

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@vrykalak wrote:

I'm about to lose my TRS status because of "tracking not uploaded on time" defects. What!?!

Why is "late shipping" only a defect if the item arrives late, but "tracking not uploaded on time" is an automatic defect? That makes no sense.

I have two recent instances where the person bought several items and I shipped them together, but forgot to move the tracking number to the second ID. This is costing me my TRS status...even though the items were shipped on time and received on time.

The rule says it's a defect, regardless of on-time carrier scan.

AND to add insult to injury, I may get TWO defects for each of these sales, if the packages happened to arrive late...which they often do because I live in the middle of nowhere.

AND because I was being helpful to my buyers and allowed them to buy several items over a 24-hour period, I am a bad seller and don't deserve TRS status.

Bottom line: uploading of tracking information has nothing whatsoever to do with customer service. Why should it EVER generate a defect? ESPECIALLY when the rules specifically require the defect regardless of whether or not the item was shipped on time and received on time?

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Hi @vrykalak, the tracking uploaded and validated by a carrier metric exists because the buyer experience is improved by having valid tracking as early as possible. As we have discussed before, if you have any shipping metric questions we recommend you contact Customer Service to have this reviewed and to discuss the specifics.

[vrykalak]

[#122, 31Jan18] Purchase history need to be kept for a year. 

Used to be able to download bought, sold, unsold lists every three months, so I could check back on this kind of thing.

Changes made to those pages several months ago make that impossible: the pages simply won't download in a readable form.

I know they won't be changed back, so this problem needs resolution: we need to be able to see bought, sold, and unsold data for a year.
If it can't be kept directly online because of storage issues, provide a link to the archive, so the information can be found there.

[carlmarxx]

Hi: Alan  I have  a  seller that use's Media Mail  shipping  for none media mail items !  Does Ebay planed to have  any  new policys  to deal with these  sellers  be side's send them a warning  not to use it on non-media items  . I don't see feedback as good use  response  in the event I get it postage due  if the usps opens it up before I get .   

[golfingaddict]

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brian@ebaywrote:

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@sable2013.1wrote:

This is an ongoing glitch, receiving less than 5 star automatic DSR feedback on Communication and Shipping Time since December, and it was mentioned on the PS Board at that time.

I have received less than the 5 star automatic DSR ratings for Communication, given according to the ebay Seller Protection Policy, several times. I have contacted customer service 5 times FIVE TIMES since December. One of the agents I spoke with removed one of the feedback and DSR ratings, but refused to remove the other 2. Another customer service agent, after I pointed out the glitch and the ebay seller protection policy, said that it is impossible to remove the DSRs and feedback. One customer service agent asked if I checked with my buyer why he/she left that less than 5 star feedback. I informed the agent that it's a big NO NO to ask customers about DSRs and feedback.

With a machine with as many moving parts as Ebay glitches are going to happen. I get that. In order to repair the damage done by glitches, customer service has to be excellent. The level of customer service at Ebay is absolutely unacceptable. In my life outside of ebay, if I had to call a company's customer service 5 times I would never do business with them again. Period.

Can you help fix this, please?

My buying id

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Hi @sable2013.1, I've seen some other reports of this happening. I'd like to get more details from you after the chat. Keep an eye out for an email from me! 

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brian@ebay

I have been complaining of this issue for months.  If you go back in the chats I mentioned it several times.  I emailed you guys about it.  I contacted Brian B about it.

And still nothing is done and I keep getting communication DSRs when no communication happened.

It seems strange that you are going to start all over to investigate this when your team has already done the ground work with no response or results.

[alan@ebay]

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@my-cottage-books-and-antiques wrote:
Hi Alan,
Can you provide some insight into the new store template that will be released this year?

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Hi @my-cottage-books-and-antiques, 

I don't have any information on that topic right now. I know as much as you 

When I hear updates, I'll let you know. 

Thanks. 

[vrykalak]

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@mcjbobwrote:
I had the same issue. I tried a number of different questions, put in one totally not why I was calling, and GOT A PHONE NUMBER!!

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I had the same issue, and eventually just stored the number in my phone and called it. 

The electronic triage takes a little longer, but it works just fine.

[fern*wood]

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tyler@ebaywrote:

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@fern*woodwrote:

Is there any way to opt out of or block the new relist emails being sent out on each unsold listing as it ends?   I have my preferences set to never get unsold emails but this 1 2 3 easy relist email is new and a nuisance.   I'm only getting them on one of my IDs so far so I'm guessing it is in beta.

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Hi @fern*wood!

Great question - the only place I'm aware of where you can opt-out for the moment would be in 'Communication Preferences' under 'Selling'. If you set 'Listing Confirmed' to 'None' that should do it. 

However, it would also do it for all listing confirmations (from fresh lists to relists). A little broad, but it should work to keep them from filling up your inbox. I'll also make sure we get your input shared on these! 

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Thanks, but I already have that set to none and do not get listing confirmations.  This email is new.