Community Chat, Jan 10th @ 1pm PT - General Topics

[Anonymous]

Please join us today at 1 pm Pacific today for our weekly chat with the Community Team. There is no set topic this week, so feel free to ask us any of your eBay buying & selling questions.

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

Looking forward to hearing from everyone today! 

[Anonymous]

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@fern*wood wrote:

A couple weeks ago I brought up the possibility that a couple common issues, which are posted on a regular basis on the boards, might easily be fixed by ebay.

The one about a clarification for store owners wishing to use the vacation settings I feel still needs more done.  Instructions at the point where a seller actually sets up their vacation settings should clearly explain that handling times need to be adjusted if one wishes to leave their items visible.

I was told it is explained under "Knowledge Base" and Commonly asked questions.  While this is true, I don't think most sellers would look there to find out how to set their store vacation settings.   They might after having a problem, but frankly, I've been here a long time and never once had I looked there for anything.

Just in the last two days, unknowing sellers have posted about receiving ontime shipping metric hits, and one even had INR cases opened against them, since they knew nothing about adjusting the handling times.  

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Hi @fern*wood, part of our process while writing Knowledge Base articles is to pass along insights into our current resources and how they might be improved. While Knowledge Base articles can be a great resource for quick answers or to supplement existing Help Pages, our goal is to ensure that answers are available where our members are searching for them. I've definitely passed along feedback on this specific example and while I don't have more details to share at this time, it is something on our content teams radar.

[mallontown]

Why is it that with multiple variations on clothing a seller can only pick 1 size in item specifics when multiple sizes are represented?

If you found my reply useful, please give it a Helpful. If my response assisted in resolving your question, please click "Accept as Solution."

[alan@ebay]

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@ittybitnot wrote:

Hello. 

I just read today on a news/information ecommerce website that ebay is now going to charge the final value fee to a seller when the item is removed due to a "VERO" takedown.  The letter sent by ebay was included in  the article for all to see.  

Is this true, or some sort of "fake news"?  Has there been an announcement or policy change that we can view?

Thank you. 

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Hi @ittybitnot,

eBay does not charge commissions for unsold items that are removed for VERO copyright complaints. When an item is removed for VERO, Listing Fees are credited back for unsold listings. However, Final Value Fees for previously completed transactions are not credited – as was likely the case for this customer.

Thanks. 

[dtexley3]

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brian@ebay wrote:

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@dtexley3 wrote:

So, question from a forum thread. 

Is it allowed under eBay rules:

1) For a seller to automatically enroll a buyer in their (non-Ebay) newsletter mailing list (ie OptIn) during a purchase.  It's definately not allowed under US and CN law anymore, but what about eBay Policy?

2) Use their (non-Ebay) newsletter to drive sales to a non-eBay site for future purchases?

Thanks.

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Hi @dtexley3, sellers shouldn't have have the option to opt buyers into their newsletter. This is something a buyer needs to subscribe themselves. If you receive unsolicited emails from a seller outside of our system then you'll want to report it to the proper enforcement agency and block future emails from them.

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In this case the newsletter was not one that is generated on eBay, and handled through a large mailing list/newsletter handling site, but that wasnt' the question, the question was if that practice violates an eBay policy.

Thanks.

[mallontown]

Why is it that on returned item with a handling fee the handling fee must be refunded? 

The whole point of a handling fee is to be compensate yourself for your time in packing/prepping an item for shipment.

[goodluckselling]

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@Anonymous wrote:

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@goodluckselling wrote:

I am looking for some info on how eBay sends messages to buyers. I have a few questions and they all relate to the same areas, so I will ask them here. I am Okay with whatever the process is, I am just trying to understand the working of eBay better.

1. Does eBay send the buyer a "Your item has shipped" message the instant the seller marks the transaction as shipped? If not then a delay happens and
2. I am wondering how long a general delay is?
3. and does eBay just bundles lots of shipped messages from different sellers and bulk sends out these message?
4. I also want to understand what eBay considers shipped? Does shipped mean the item is shipped once a seller purchase a shipping label on eBay or marks the transaction as shipped manually?
5. Does eBay see an increase in buyers contacting customer service because they thought when they got the shipped message that means the seller has released the package to the carrier?
6. Is it possible for buyers to opt out of receiving any kind of message from eBay or the seller about "Your item Shipped"?
7. I think I saw in the site preferences that a seller can opt out of sending this message to buyers and I am wondering if this is still an active options and when this happens does that also mean that eBay will not be sending a buyer this message as well?

I am sorry for all the questions in one post but I did not see any disclaimer in the opening remarks from the community team.  I do not know what current options are as I rarely have time to attend this chat session.  If you can only answer one question could someone PM me the other answers?  I do not have the time to stick around for any replies but look forward to your answers.

Thanks

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Hi @goodluckselling, when a label is purchased on eBay or the item is marked as shipped, the buyer is notified that "Your item has shipped". We've gathered some feedback over the last few weeks on this notification and are working on potential changes - something along the lines of "A shipping label has been printed," or "Your item has been marked as shipped" both with context to allow time for tracking to update if it is available. Buyers can turn off emails within their site preferences, but I haven't found an option in the seller's account to turn off shipping information updates. You can see the message that is sent here and have the option of adding a message of your own to the content of the email. 

This is definitely something we are looking into based on recent feedback. Keep an eye out for possible enhancements in the future!

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Thanks for your reply.  I am really interested in if the "your item shipped" message is immediate when it is marked shipped or if there is a delay and about how long that delay might be?  Here is a screen shot of the shipping message option sellers have in the site preferences / shipping preferences

[brian@ebay]

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@vrykalak wrote:

have a "Selling Reminder" saying: Qualify for Fast 'N Free to increase sales by 11% for3 listings.
Why only 3 of my 200+ active listings? How does eBay decide that?
It's not a matter of shipping options. Half of my listings are First Class; the other half are Media Mail or FedEx SmartPost.

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Hi @vrykalak, I'm happy to clarify what criteria we consider for the Fast 'N Free feature. If we estimate the item can be delivered within 4 business days, the first shipping service in your listing is free, and the item is located in the continental 48 states, the logo may appear on your listings. You'll find more details about these requirements here:

https://pages.ebay.com/help/pay/fast-n-free.html

I'd like to check your listings to see why Fast 'N Free is only suggested for three of them. I'll send you an email shortly with more information.

[vrykalak]

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@ittybitnot wrote:

Hello. 

I just read today on a news/information ecommerce website that ebay is now going to charge the final value fee to a seller when the item is removed due to a "VERO" takedown.  The letter sent by ebay was included in  the article for all to see.  

Is this true, or some sort of "fake news"?  Has there been an announcement or policy change that we can view?

Thank you. 

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If that's true, it is appalling!
Only once,  in more than 12 years selling on eBay, has an item been removed for a LEGITIMATE VERO violation ("Velcro" if you must know - I mentioned that a cap I was selling had a velcro adjustment strap in the back). 
Every other time, the supposed VERO violation has been WRONG.
Please don't make this change! And if it's already in policy, take it back out.

[dtexley3]

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@Anonymous wrote:

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Hi @fern*wood, part of our process while writing Knowledge Base articles is to pass along insights into our current resources and how they might be improved. While Knowledge Base articles can be a great resource for quick answers or to supplement existing Help Pages, our goal is to ensure that answers are available where our members are searching for them. I've definitely passed along feedback on this specific example and while I don't have more details to share at this time, it is something on our content teams radar.

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Hi Trinton, our point here is that the seller isn't searching for information on vacation mode, they are setting it, and with their brain already IN vacation mode they won't know to change their handling time unless you slap them upside the head with a warning or guidance that they need to consider to do so.

[househunt35_0]

Box sizes?  What's this?  I just started selling and I'm scrambling to find my own boxes.  What am I missing?

[a_c_green]

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@Anonymous wrote:
I can email you if you need to send specific item numbers for review so we can get this addressed.

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I'll be happy to (see below), but there's certainly no shortage of examples that you can find by simply scrolling down their listings and clicking on any even vaguely-popular brand name. In there you will find a breathless invitation (always with an exclamation point on the end!) inviting you to click here and jump to their (product name here) store on their own website.

So, I just spent ten minutes browsing as described above, and I've put together a quick list of 10 examples, each one an offsite solicitation and hyperlink to their site. Products I found in a 10-minute search were Mickey Mouse, Minnie Mouse, Huggies, Alex Toys, JJ Cole, Minecraft, Little Tikes, 

Evenflo, Marvel Avengers, and Nickelodeon Paw Patrol. And that's just in 10 minutes. Imagine what a more thorough search will show, but at this point I really don't think I need to be the one enforcing your policy here, so feel free to send me an email and I'll be happy to forward the list. 

For each example, you'll see the brand (which I just listed above), the listing number, and the link on the seller's website where you will be deposited in order to browse what are usually several hundred other items that they hope you will buy. From them. Not you. 

[Anonymous]

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@mendelsons wrote:

Where do I submit suggestions for changing something on the main listing page.

I have been submitting problems with combine shipping totals for buyers for years and eBay seems to have a deaf ear to my concerns but this might be a work around.

Each and every month for the last 5 -8 years we get several buyers asking for combined shipping totals prior to buying and notice when we quote them they hardly ever select the rate we quoted them even though the quote was obtained by using your shipping calculator in the listing.    Is there a way (i know theres a way) to change the wording from "See Details" next to the shipping cost in the listing to "See More Shipping Options"    "See Details" I bet is the least clicked item on the listing page besides the buy it now button (lately) and it needs to be updated.   
So we end up refunding the buyers shipping cost to the quoted rate we gave them prior to purchase.  I'm not sure but I can bet there are more potential buyers turned off or run away when they see only ONE shippng option and the do not know there are several available but the page is hiding them.

Thanks,

Rick

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Hi @mendelsons, there isn't a specific location for suggestions on the listing page, but we can always pass along this kind of suggestion for you! I will get this submitted right now for consideration 

[doug@ebay]

Thanks for the feedback @gramophone-georg, we'll pass it on!

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@gramophone-georg wrote:

I habitually buy multiple items from the same seller- sometimes as many as 20 at a time. For the last few months, I have constantly run into the brick wall of ebay forced IPR... which means I have to buy each item individually INCLUDING FULL SHIPPING COST.

Loading them in the cart and then requesting a total gives me a "this seller does not offer combined shipping" message 100% of the time... even when the sellers listing says they DO combine!

Not only is this incredibly and needlessly inconvenient for the buyer, the only workaround for the seller is to refund the excess postage with PayPal which, it seems, *may* or *may not* trigger an out of stock defect, but most certainly guarantees that the seller will be forced to pay FVFs on the entire shipping amount which winds up being quite ludicrous.

Twice just in the last week I've walked away from big buys for my record collection simply because I'm not willing to pay for each item individually and endure the hassles, and possibly be forced to wildly overspend on shipping by eBay as a reward for all the time I've wasted going click click click click click click trying to make what should be a simple multiple item purchase.

Could someone fix this, please? Thanks.

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[b86fiero]

Definitely not wanting to create a ruckus or offend anyone.  Not my intent at all.  Simply would appreciate clarification for myself and others who have asked me about this.

Regarding a post on the Powersellers board:

Board guidelines paragraph titled 'Do Not Abuse Helpfuls'.  Guidelines state:  This includes soliciting others for Helpfuls, giving an excessive number of Helpfuls to a specific user or users, using multiple accounts to give yourself or others multiple Helpfuls, and marking another member's posts as Helpful to help them get to the top of the leaderboards.

What is considered excessive?  Is there a limit as to how many Helpfuls we can give per month?  

It is my understanding that we are encouraged to give a Helpful to any and every poster who provides helpful information.  Common sense tells me that the community experts will always garner the most Helpfuls and be at the top of the leaderboards as they are there every day answering the most questions and assisting members.

Also, on the Dec 27 chat in message #3 a reference was made to "baiting" on the boards.  What exactly does this word mean in regard to the community forums?

My daughter who teaches fifth grade says it's a form of bullying.  Is this correct?  She also told me that baiting in public forums can often be person #1 attempting to discredit person #2 by misconstruing what person #2 stated in a post trying to get person #2 to respond to the falsehood.  

Words are subjective and open to interpretation.  Many posts can be taken in various ways depending upon who's reading the words.  

Will someone please give me an example of baiting?

[Anonymous]

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@fern*wood wrote:

I pretty much stopped shipping internationally, but had a recent customer talk me into it.  The package is supposed to be going to Italy, but tracking shows it is on the way to its destination --- Salt Lake City UT.

Has the address formatting changed lately, which makes 5 digits numbers in foreign addresses appear in the same location and appearance as domestic zip codes?  The address looked different than I recalled from the past when I never had this issue.

I also found a recent thread where other sellers are now having the same problem---international shipments are going to domestic locations with the same "zip".

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Hi @fern*wood@, there haven't been any format changes that would create the issue you are running into. Can you @mention me in the thread you are referencing? I will be happy to look into what issues might be coming up and get this reported to the appropriate teams once I have more details.