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! 

[terrycanarsky]

I can verify this is what is being said.  Doesn't matter if I personally watch a UPS or USPS package scanned in that very day; if for some reason eBay's interface doesn't pick it up, we get dinged - and every. single. time. we are told it is non-removable.  Also freight shipments sometimes face the same treatment (the buyer arranges freight shipment under our terms, so not sure why *we* are responsible) if the eBay system determines it was shipped late. 

And while we're talking about shipping, if a buyer purchases something from us through eBay and then asks if he/she can simply pick it up on their way through (business trip or whatever), unless we have the listing also marked as "Local Pick-up" for a shipping option, we are hit with a defect for "not shipping on time" though the buyer has the item and has left feedback, etc.  Couldn't a dropbox be added to the "Mark as Shipped" to show it as a pick-up (since it is relatively unusual)?

~M

[castlemagicmemories]

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tyler@ebay wrote:

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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!

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Thank you, Tyler!

[alan@ebay]

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@mallontown wrote:

Why is it that ebay users have to go to facebook first  to find out important ebay info?

There were 2 major label issues and no announcement on ebay until after many posters on ebay posted "why no announcement on ebay"

Ebay has been pumping up its sellers hub but first answered concerns on facebook and then later added it to ebay announcements.

Why was there such a long delay (over36 hours since it was a known issue) in posting to ebay?

Wouldn't transparency be the best policy?

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

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Hi @mallontown, 

As soon as we had information to share, that information was posted on our Community & Social channels, there was no delay in the information being shared in the Community vs Facebook. 

Our official Seller News announcement, which lives on the Community platform, did follow soon after the news became available on both Community & Facebook. 

I do appreciate your concerns regarding timely announcements, that is something that we are working hard to improve. 

Thank you. 

[buyselljack2016]

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@Anonymous wrote:

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@buyselljack2016 wrote:

Why are the bots programmed so well that they can link individual words left when someone is attempting to leave feedback, deeming them to be vulgar, but they are unable to see the words --- sealed---, ---unopened--- , ---whiskey----, bourbon--- in listings where alcohol is being listed---------- and sold daily??????
Why can't the bots detect enough to get human eyes on these listings??

How about the one that said --- 6 "empty" Bottles--- in the title, but are listed as NEW New: A brand-new, unused, unopened, undamaged item .

And then there is:
Extremeley Rare A. H. Hirsch Finest Reserve 20 year old bourbon Maybe the $3,000 selling price exempts it from being restricted !!!!!!!!

How about:
Empty-034-Weller-12-Bourbon-750ml-see-description
New: A brand-new, unused, unopened, undamaged item (including handmade items).
With this statement:
The value of the item is in the collectible containers, not their contents. * The containers have not been opened and any incidental contents are not intended for consumption.
Does that statement, and many others like that in many listings, exempt them from being restricted ???????

Old Grand-Dad Grandad Kentucky Straight Bourbon Whiskey 1965 unopened half pint

Walkers 8 year DeLuxe Bourbon-Trans International Airlines 1/10 pint whiskey
listed as "used" but described as:
Walkers 8 year DeLuxe Bourbon bottled for Trans International Airlines. Very cool historical airline bottling. The metal cap seal is still perfectly intact and has a what appears to be a very faded tax stamp still intact as well.

Blantons Original Single Barrel Bourbon Whiskey ---- NEW

Vintage 1968 VERY OLD FITZGERALD bourbon whiskey BOTTLE in BOX
collectible VERY OLD FITZGERALD barreled in 1960 and bottled in 1968 bourbon whiskey...bottle is still sealed and intact with original seals and stamps and hangtags...even has original outer box.

Van Winkle Bourbon 12yr extremley rare (unopened)

Vintage 1966 Very Very Old Fitzgerald Bourbon 12 years Old Red Velvet Bag
barreled in 1954 and bottled in 1966 bourbon whiskey...bottle is still sealed,

Old Rip Van Winkle Bourbon 12yr extremley rare (unopened)
If you’re a bourbon drinker, you don’t need an explanation. (unopened)

Vintage 1956 1963 Sealed Old Fitzgerald Kentucky Bourbon Whisky Bottle Tax Stamp
This bottle is very collectible and it's not meant for consumption only to be displayed in your mancave or ladycave. Perfect for the holidays! This sealed bottle had always been

RARE 10 YEAR OLD RIP VAN WINKLE BOURBON BOTTLE 2017
100% Authentic unopened 10-year-old Rip Van Winkle collectible bottle from 2017.
Collectible value is in a sealed glass container, not the contents.

Van Winkle Bourbon 12yr extremley rare (unopened)

You are bidding on the collectable value of this unopened, with original contents, bottle.
By bidding you are stating you are over 21 yr of age and can legally obtain this collectable.

Old Rip Van Winkle 10 Year Bourbon sealed collectible bottle

Old Rip Van Winkle 10 Year Bourbon Sealed collectible bottle. No Reserve

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Hi @buyselljack2016, I will reach out to you via email to get some examples so we can work on improvements to our automatic filters as well as review the violations you have found.

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Thanks for the reply.

Each of those lines shown in green are the titles used in the listings. Easy searchable by your team to do some research into the problem.

There are many sellers in compliance with the rules of listing actual collectible items, but there are many that are not. 

A human eye could quickly glide through the current listings to remove the blatant violations, and not much more effort would be needed to find some hidden ones.

There must be something lacking in the warnings prior to listing when there are so many flat out, without question, out of compliance listings.  Some are hiding the fact that the bottles are sealed, or providing a disclaimer, but when it says "unopened" right in the title, something is missing.

[rosevelyn]

Thank you for doing so, Brian. Why was it changed? I want honest feedback in a timely manner so that I can move on. I have been told over the years by ebay team members that various issues will be brought up in a meeting. I used to be able to speak with a member of seller insights on the phone.

[dtexley3]

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@castlemagicmemories wrote:

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!

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I want to tag onto this that I paged staff in a thread where the examples would lead on to believe that once you print your label, the handling time is removed from the delivery estimate.  So if I have 3 day handling time and print my label early but don't ship until day 3 the delivery estimate could be skewed by 2 days if handling time was no longer considered after the label was printed.

[mallontown]

 forwarded a question by

southern*sweet*tea

Re: Weekly Chat With Ebay Staff is on Wednesdays, submit questions here and I'll copy and forward th

in reply to mallontown Jan 23, 2018 8:05:04 PM

How about a generic, all encompassing

Why?

Seriously, why does Ebay do all of the senseless meddling that they do? Why do they screw up things that are working well while ignoring all the things that are broken? Why must Ebay continually be changing things? Why are new, inexperienced sellers allowed to list $1k phones? Why is search a mess? Why are certain sellers allowed to list page after page of duplicate listings while the rest get sanctioned when they have an accidental relist? And speaking of relists, why has Ebay not fixed the ghost relisting problem that has been going on for years now? And why is the cookbook category still flooded with incorrect catalog entries?

Should I go on?

That is my question. Thank you for your time.

[mallontown]

How about a generic, all encompassing

Why?

Seriously, why does Ebay do all of the senseless meddling that they do? Why do they screw up things that are working well while ignoring all the things that are broken? Why must Ebay continually be changing things? Why are new, inexperienced sellers allowed to list $1k phones? Why is search a mess? Why are certain sellers allowed to list page after page of duplicate listings while the rest get sanctioned when they have an accidental relist? And speaking of relists, why has Ebay not fixed the ghost relisting problem that has been going on for years now? And why is the cookbook category still flooded with incorrect catalog entries?

Should I go on?

That is my question. Thank you for your time.

[Anonymous]

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@vrykalak wrote:

In a previous chat, someone said they heard/saw/? that eBay suggested buying something to "try it out" because you could return it without any loss if you didn't like it. Any new info on that?

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Hi @vrykalak, happy to give an update on this! In the thread that was referenced previously, the discussion was specifically about an advertisement related to sellers who offer Free Returns. Part of this service is that a buyer can try an item out and return it if they don't like it. This is a common practice with major retailers and for many of our sellers here on the site, and any related advertisement would be designed to increase sales for our sellers. If a product is described accurately, returns should be infrequent. If a buyer does want to return something simply because they do not like it, this is something a seller offering Free Returns would be prepared for and ready to handle. 

@That being said, we did ask for screenshots of the advertisement referenced in the discussion and have not received an example. We're happy to review the wording of any advertisement we send out to ensure that expectations are being clearly set. If you have an example or see anything, don't hesitate to @mention one of us!

[zylor4200]

You will be able to use the media mail option if you put your books in the book category instead of the collectibles category.

[mg152]

I have a different issue. I’m full of issues this week. 😂
I bid on an auction & won. Yay! It was a great deal & I did notice free shipping but since the seller was in Sweden I assumed I’d be charged shipping & I was ok with that. Turns out this new inexperienced seller listed free worldwide shipping. Being honest she messaged me first that one of the tiny items broke as she was packing it, I said that’s ok I understand. Then she messaged me about what a horrible person she is & she’d understand (her words not mine) if I gave her bad FB. She packed & shopped the items without tracking hence the “horrible person” comment because it cost her $16 & tracking would’ve been $40. I have no problem with any of this but I really want to compensate her for the $16 she spent, I won the lot for $25. She’s gonna lose money after shipping & fees. I want this new, incredibly nice & honest seller to stick around. If you could interact with her, you’d understand what an asset she could be to eBay.
Can I repay her for the shipping?
Can I mentor her in selling so she doesn’t make this mistake again?

[tyler@ebay]

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@vrykalak wrote:

#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!

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Hi @vrykalak - an on-time shipping miss can be appealed in the right circumstances. Additionally if any of the other triggers for getting credit are met a missed scan at the USPS counter would be overridden automatically. 

Happy to have your contacts reviewed to provide proper teammate coaching - I'll send a message shortly requesting details. Thanks!

[mallontown]

forwarding question by nawlinsron2

Re: Weekly Chat With Ebay Staff is on Wednesdays, submit questions here and I'll copy and forward th

How big is their QC dept?
3 days, 2 oopsies
1) The FCI label debacle
2) Grabbing the wrong link in today's Modern Buyer blog

[mallontown]

How big is their QC dept?
3 days, 2 oopsies
1) The FCI label debacle
2) Grabbing the wrong link in today's Modern Buyer blog

[brian_burke@ebay]

@golfingaddict - yes, I realized right after I posted. That's what I get for eating lunch and trying to respond 🙂 I have to work on my mulit-tasking. 

Agree we should remove the FB if it is unrelated to the seller performance. The challenge is when it is about the item description (e.g. "runs small").

Feedback is subjective, and the buyer is providing their POV about the description.

I know you hate that answer, but I would look at the feedback, determine if there was anything you would have done different, if there was adjust the listing, if not, move on.

Thanks for selling on eBay.

Brian

[mongoose26]

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tyler@ebay wrote:

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@mongoose26 wrote:

When I called Customer No-Service to ask about the problem printing international shipping labels, I had 3 different agents tell me that the USPS no longer allowed shipping any merchandise internationally.  All used the same exact words, so this was obviously a script.  Who wrote that script and why?  When a problem exists why can ebay never admit they are wrong?

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Hi @mongoose26 - there was incorrect information given to teammates initially, which is why you would have gotten that message. 

We've definitely gotten the underlying issue corrected as of yesterday and the customer service information was corrected as of Monday afternoon. 

Sorry for the trouble!

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When we were looking for information, you personally, cut and pasted a response incuding a link to Facebook.  I would like to inform you several members here are not on Facebook, and thus your link was meaningless.  Was there some problem with putting that response here on ebay, you know, where your customers are?  You seem to have reasonable cut and paste skills,  you could have just cut and pasted the answer over here.

[alan@ebay]

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@mallontown wrote:

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."

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Hi @mallontown, 

Great questions! 

Seller Protections will be automatic. I'll check in with the Trust on the rest of the questions and follow up here when I have the answers. 

Thanks.