Community Chat, Jan 24th @ 1pm PT - General Topics

[alan@ebay]

Hi eBay Community! 

Please join The Community Team here for our Community chat hour between 1-2pm Pacific on Wed. Jan 24th. There isn't a set topic this week so feel free to join in and ask your buying & selling questions. 

We'll keep the thread open for an hour, and we'll stay around after the hour is up to ensure we answer all questions. 

Chat then! 

[vrykalak]

#82, 17Jan18: USPS computers often fail to show on-time scan of packages, even though it was done while I was at the post office, and I have a receipt to prove it.

At least one eBay CS rep is telling people that defects caused by this problem are unappealable: the computer is always right, period.
We need resolution on this!

[castlemagicmemories]

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@castlemagicmemories wrote:

I don't know if this has been brought up here already, if so, my apologies.

There is some confusion regarding post sale communications.  A Blue stated post sale communications would not be subject to warnings, but this has been occuring, as threads attest to this.  Latest thread was by gopetersen.

Posters asked for clarification in that thread as to what is acceptable post sale communication.

There is also some need for clarification as to what is spamming.  Post sale communication before the transaction is completed is acceptable, although it has triggered warnings.

But contacting a past buyer, somewhere down the road, at a future date, because you have an item that you think they may be interested in is spamming the customer and to the best of my knowlege, has never been allowed.

Please advise, thank you very much for your assistance with this.

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Actually the comments requesting clarification were in the thread on Selling, Buying, Boomers.  I regret I did not reference this earlier.  Thank you.

[mam98031]

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brian_burke@ebay wrote:

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@Anonymous wrote:

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@golfingaddict wrote:

Suggestion 1

Please forward

To the feedback team.

Now that ebay has product reviews where buyers can review the products that they purchase, it is time to allow sellers to have feedback removed if it is clearly a review of the product and not the seller's performance.

Many buyers leave product reviews.  I understand that there is a place for that, but I do not think it is in my feedback.  My feedback is about how  perform, not how a product fits, is made, etc...

Thank you

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Hi @golfingaddict, happy to pass along this suggestion. While there may still be instances where the buyer's comment on the product reflects the service the seller provided (ie. description was lacking, damaged due to poor packaging, etc.) I think that this is something we can look into!

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@Anonymous and @golfingaddict - If you are looking at a review their is a box with an exclamation point in the middle next to the up/down thumbs. If you click on this you can report a review - one of the options is because the review "includes feedback about the seller". 

Thanks for selling on eBay!

Brian

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With respect, I don't think that was the point.  Product reviews have their place and that is just fine, but a product review does not have a place as the FB the buyer leaves for the seller.  There is a difference.  

[go-bad-chicken]

There is an issue with the USPS "Signature Confirmation" that is issued  through eBay Labels when a seller purchases USPS postage and USPS insurance greater than $500.01 ($500.01 - $5,000.00)

This is not a USPS site reporting issue but rather a defect that currently exist within the eBay Labels postage purchase work flow.

When a seller purchases USPS postage through eBay Labels and adds USPS insurance greater than $500.01 ($500.01 - $5,000.00) the seller is no longer able to purchase real "Signature Confirmation" that is the type that is viewable online directly on the USPS Tracking details page.

One of eBay's requirements  to protect a seller from an INR case is that the Signature Confirmation must be viewable online.

"Electronic communications that are not verifiable on the courier site would not be admissible."

I have provided some screen shots from one of my recent postage purchases using eBay Labels that has already been delivered, with the hopes that they will help to clarify the issue. I have blurred out an identify details that belong to the buyer.

I used USPS Priority Mail - Insured for $765.00 & selected "Signature Confirmation"

The 1st screenshot shows:

"Signature Confirmation" box is checked, prior to adding the $765.00 of insurance. The charge for "Signature Confirmation" is $2.45.

The 2nd screenshot shows:

"Signature Confirmation" box is checked, but now the $765.00 of insurance has been added. The charge for "Signature Confirmation" has been convereted to FREE even though the box for "Signature Confirmation" with a stated charge of $2.45 is still checked.

At this point the only signature of the buyer that I can receive is the one that the USPS provides to me via email in the form of a PDF when I use the "Proof Of Delivery" tab on the USPS Tracking web page.

The 3rd screenshot shows:

USPS Tracking information page after the package was delivered on 01-19-2018. Note that it states "Signature Service" and there is no online viewable signature. This is not real "Signature Confirmation".

This is the issue that has me worried with purchasing USPS postage, USPS insurance greater than $500.01, and signature confirmation through eBay labels at this time. An eBay CS Rep. reviewing an INR case might go this USPS tracking page and not see the buyers signature confirmation and automatically rule in the favor of the buyer who filed the claim.

As "Electronic communications that are not verifiable on the courier site would not be admissible." is the eBay requirement a seller would fail to meet, through no fualt of their own, other than the fact that they purchased their postage through eBay Labels.

The 4th & 5th screenshot shows:

In order to obtain the buyer's signature I had to use the "Proof Of Delivery" tab. I entered my first and last name as well as my email address. The buyers signature was then sent to me via email in less than 3 minutes. A PDF is located at the bottom of the email. Here are 2 screenshots with the buyers identity blurred out to maintain their privacy.

So essentialy it is not possible for a seller to purchase REAL USPS Signature Confirmation, that is viewable online directly on the USPS Tracking details page, through eBay Labels, and USPS insurance that is greater than $500.01 ($500.01 - $5,000.00) together due to this eBay Labels glitch.

[vrykalak]

This weeks challenge in the  the Ship, Ship Hooray program is to "offer expedited shipping"

If you offer it as a 2nd or 3rd shipping option, does that count?

I ask, because all the examples show expedited shipping as the ONLY shipping option.

[brian@ebay]

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@rosevelyn wrote:

https://community.ebay.com/t5/Seller-Hub/ebay-Logo-Mailers-Being-Discontinued-and-Permanently-Replac...

This topic is of great interest to many on ebay. I brought it up last week, and Brian asked for me to tag him. He just posted on that thread with a non-answer. I am not being sarcastic. This is a serious issue and needs to be addressed.

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Hi @rosevelyn, I'm sorry if I wasn't clear in my response. As your screenshot mentions, the classic styles  are being discontinued. I have passed your feedback along to the appropriate team to ensure they are aware of your desire to have those styles remain. At this time, I don't have any further details or updates to share regarding eBay branded shipping supplies.

[mallontown]

Will ebay be protect sellers for issues that arise because  of not being able to print label?

Will ebay be footing the bill for all of the late shipments in the guaranteed program?

We ebay protect sellers from accounts getting dings on their Seller performance status?

Will the protections be proactive?

I don't think sellers should have to call customer service to get any

defect removed or credit applied as this was an ebay issue not a seller issue.

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

[golfingaddict]

Always the bad seller...

the seller is  always wrong

the buyer is always right

the seller is never good enough for buyers and ebay.

I'll go sit in the corner for being such a bad seller

thanks @Anonymous

[mcjbob]

Please address the following:

January USPS rate change disabled printing of eBay First Class Package International labels and domestic First Class 13 to 16 oz labels.  Over 24 hours passed before any official announcement was made.

1. Why such a lag?
2. First announcement I saw from eBay was made on eBay Facebook. Why Facebook first not on eBay itself?
3. eBay Customer Service was providing incorrect information that USPS discontinued First Class International Package shipping. Who provides and approves ebay Customer Service with their responses?
4. This change was not an overnight change by UPS, ebay had lead-in time. Does ebay do any testing for changes?
5. Does anyone at ebay review discussion boards or internet sites that monitor ebay issues, as users noted this over 24 hours before ebay recognized or admitted there was an issue? This was all made worse by eBay users posting incorrect information.
6. eBay users were worried about loss of TRS status for late international shipping. I know ebay has addressed this and advised adjustments will be made for this issue beyond a seller’s control. However, ebay needs to do a better job of explaining how international shipping and domestic shipping are measured differently and their respective impact on TRS status. Please do a better job of explaining TRS for domestic and global. 

Finally I did see ebay staff on Monday commenting on printing issue on the Discussion Board, MUCH APPRECIATED! 

[mallontown]

With the latest ebay  13.01-15.99 oz Domestic first class shipping problem and International First class shipping problem why did the status board showing as green the whole time? Green check mark means no issues butthere were 2 major issues

Ebay System Status

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

[castlemagicmemories]

Just want to mention there have been several threads about tracking issues.

Also removing the seller's handling time has been causing buyer's concern.

A seller may be shipping within their handling time, but to the buyer, who does not know this, it may be concerning.  

Some sellers have been negged for this.

Sorry to come up with another concern to bring forward, thank you for all you do!

[mg152]

Thank you! I’ll do that. I couldn’t open a claim on eBay so I assume the seller was removed also. Maybe for lying about their location.

[tyler@ebay]

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@castlemagicmemories wrote:

I don't know if this has been brought up here already, if so, my apologies.

There is some confusion regarding post sale communications.  A Blue stated post sale communications would not be subject to warnings, but this has been occuring, as threads attest to this.  Latest thread was by gopetersen.

Posters asked for clarification in that thread as to what is acceptable post sale communication.

There is also some need for clarification as to what is spamming.  Post sale communication before the transaction is completed is acceptable, although it has triggered warnings.

But contacting a past buyer, somewhere down the road, at a future date, because you have an item that you think they may be interested in is spamming the customer and to the best of my knowlege, has never been allowed.

Please advise, thank you very much for your assistance with this.

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Hi @castlemagicmemories - thanks for bringing this up (I don't think anyone has mentioned it so far, so you're good )

I'll definitely take a look at the threads you mention, as I'm under the same impression that post-sale communications wouldn't be subject to warnings. However, based upon the content of those messages there may be different handling. I'll see what I can find out and update you!

[mallontown]

On the sell your item page there is a radio checkbox for international visibility.

When I click on it it shows only UK as a choice and If I choose it shows a .50 charge.

I did not choose it.

I logged into eBay UK to see my listing and there are there and show my items converted pricing in  UK pound cost.

So what exactly is the .50 charge for as I already show my items as being listed on the UK site?

Is ebays "Monetization team" (a Griff joke , I'm hoping) charging sellers extra for something they get for free anyway?

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

[labs118]

I don't sell to international on this account & understand buyers may have reshippers or USA addresses
But why is my dashboard telling me I am going to be moved from Top Rated to Above Standard with these   notifications?
Am I going to fall from Top Rated all together ? Sorry This confuses me.
I Ship every item & upload on time, have no cases so I am not understanding this at all. 
How do you even rate e for Global when this account doesn't ship internationally ?