Join the Community team here at 1 PM PT on February 5th 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 about buying or selling.
The chat will be open for questions from 1-2 pm PT, at which point we'll close thread from additional responses. After this time, we'll continue to work on responding to any queries that might 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 directed to eBay Customer Service.
@golfingaddict wrote:
I saw it on my own listings and took a screen shot. The asked me for an item number but it was too late to post to the chat because it was closed. The "same day shipping" notation comes and goes depending on day and time of day so even if I had a way to send the team the item number, it may not be there when they look.
It's only one of many ridiculous things I have seen on my listings in regards to shipping times, handling times. I'm always told that "ebay will protect me if my selling status is affected"
Hi @golfingaddict, it looks like since this screenshot was taken the listing no longer states same day shipping. It appears that the handling time has been extended significantly, so this isn't an example I could pass along. If you or anyone else has an example of a live listing that is showing same day shipping when this is not offered, I will be happy to pass it along for review. This could be shown due to a history of shipping same day, but that doesn't mean we can't look into this further for adjustments (particularly if you have any examples where buyers were upset by any shipping delays).
@stuff4divas wrote:
Hello Alan,
Under my 'service metrics' I was hit with 2 NAD returns.
One return was closed in my favor because the buyer told me she would keep it if I gave her a discount.
The other return was closed and refunded by eBay because eBay sent the buyer an incorrectly addressed return shipping label that wasn't even in the same state as mine.
What to do? Can these be removed. Thank you.
Hi @stuff4divas, there are some enhanced protections that result in the removal of some Not As Described Service Metrics. Beyond these, we do not remove Service Metrics, even in the situations you've described. This is one reason why we won't consider Service Metrics on an account until 10 ore more marks are present. Additionally, other sellers in your peer group will have similar marks in their Service Metrics, which means these are accounted for in the Service Metric benchmarks.
@inceptions wrote:
Hi brian@ebay
I'm asking again what eBay is doing to correct the problem with over-stated transit times on item listings.
This is the chat from a few weeks ago where I asked, which was in follow-up to a discussion thread mentioned in this link below:
Hi brian.t@ebay (mentioning you because you commented on a thread about this back on 1/9)
Can we get an update on when to expect a fix for the significantly over-stated estimated delivery times shown on item listings?
I have reported this several times in the last year and so have other sellers. It's been going on for months and months without any fix. This bug killed sales during the holidays as eBay was showing buyers that delivery would be after Christmas when it wasn't even close to the Christmas delivery cut-off. It is still not fixed.
When I ship same or next day and have done so religiously for 15 years, my buyers should not see delivery estimates to my own zip code of 6 days for Priority Mail and 7 days for First Class. I have never failed to meet the top-rated shipping metrics.
Below is a link to a related thread:
These overstated handling times are killing sales and negatively impacting the livelihood of sellers and revenue for eBay.
How can we get this bug escalated to highest priority?
Thanks!
Here is an example...
I ship same or next day with a one-day handling time. You can look at any listing and you'll see over-stated transit times (overstated by 4 days to my own zip code and by 3 days to the furthest shipping zone . Here is an example of what you'll see on any listing today with Priority shipping for eBay transit times versus USPS transit times:
Obviously this is killing my sales and the sales of all sellers that are impacted by this bug. I don't understand why eBay isn't taking this seriously (as it's impacting eBay revenue as well). It's been a problem now since at least last summer when I first noticed it.
Thanks for your help with this.
Hi @inceptions, I do not have an update. When I have an update, I will update you.
@coffeebean832 wrote:
tyler@ebay wrote:
@coffeebean832 wrote:
On the monthly e-mail summarizing seller protections for the previous calendar month- what qualifies as a "defect" under the defects removed column?
Hi @coffeebean832 - I don't have a specific definition to provide you off hand (I'll see if I can get more detail), but from what I can tell this is looking at transaction defects (those defects that would show up on your transaction defect report).
The number in the email looks at both reactively removed (from Report a Buyer reports) as well as proactively removed (from our own research). Many times proactively removed defects are exempted before they even hit your report, so you may see a total there that doesn't sync with your own records.
My monthly report noted 2 defect removals. I can see how your thoughts may apply to one transaction I had (if the buyer appealed the partial refund, for example)- but I didn't have a second transaction that would have had any potential as a traditional case resolved without seller resolution or an out of stock defect.
For the record- I just want to understand what qualifies as a defect (for example service metrics or late shipping removal as some have speculated)- I'm not asking you to out any specific buyers or transactions that may have had actions taken based on an abusive history.
If you are able to get more info about how defect is being defined on the seller protection e-mails can you post to my active seller board discussion? Thanks!
Hi @coffeebean832 - I heard back on this!
On the email, the term defect refers to both transaction defects and open cases in Service Metrics.
(I'll update the thread you mentioned too, just wanted to sync here as well).
@buyselljack2016 wrote:
Sales go up, and down.
It seems to be directly linked to the estimated deliver date shown when searching.
When the estimate delivery date gets closer "fast n free" and GD (eBay GD- not opted in) shows on the listings.
Then the estimated delivery date jumps out several days (unrealistically out) , and "fast n free" and GD go away.
These estimated dates do not change on a regular daily basis as one might expect. They stagnate at one date for a while, then take a big jump, and repeat the process. This is not a weekend/holiday based change in the estimate. As stated, it sits with the same date as the estimate for many days, then takes a jump when that date nears.
HI, AK, and PR estimates are well beyond(weeks) the USPS estimated delivery dates.
This is not a one account/one time occurrence. It repeats over, and over.
Hi @buyselljack2016, I've reported examples to our tech teams for review and will be happy to pass along any that you have as well. Feel free to start a thread on the Technical Issues board with item number examples, the zip code you have as a shipping location, and screenshots of the delivery estimate you are seeing when you view the listing. With this information I can continue to work on investigating what might be going on.
