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! 

[alan@ebay]

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@labs118 wrote:

Good afternoon all

Seller hub board has a few posts as well as other boards asking how sellers can switch from old version to new version, many switching to old version & not being able to get back to the new one.

This post has sellers from 10/17 until now 1/18 asking and not one ebay person has responded
Why is that? 
I must say I find that strange that ebay would just stop responding to the sellers or offer any guidance .

https://community.ebay.com/t5/Seller-Hub/Opt-in-for-new-version-of-Orders-Page-on-Seller-Hub/td-p/27...

@At one time Sandy from ebay was switching people into the new version, now all attempts to @ someone from ebay fails
Is there a way or will there ever be a way for a seller to opt into the new version , No answers are being given 

I never clicked to go back to old version but appears I am in it as my orders say ship within 1 day & not the date like th new one had.


Thanks

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Hi @labs118, 

Let me check with Sandy to see if we can get that process set up again. I'll get back to you. 

Thanks! 

[tyler@ebay]

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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!

[mam98031]

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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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Just my two cents.  If the buyer says the description is lacking, that is on the seller.  Damage due to poor packaging again is on the seller.  But let's say someone purchased a Mr. Coffee, coffee maker from me and their feedback read something like; it takes a long time to get a full pot of coffee or I don't like the shape of the filter or the buttons [controls] are hard to understand, etc.  Those comments are about the product itself and has NOTHING to do with the seller and/or how that seller serviced the customer's purchase.

[Anonymous]

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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.

[golfingaddict]

@Anonymous

My feedback now sports a new "product review"
RUNS LARGE..

Well darn it all, what in the world can I do with that?

Did he get what he ordered.  YES

The last guy I sold these to wanted to return them because they were too small.   SERIOUSLY!

So do I change my listing to "runs large" or "runs small"  ?

YES, that does sound stupid and I am not going to do it.  But why should I be rated on "runs large or runs small?"

 AND on Amazon, where I also sell items.  That feedback would have been removed instantly with no questions.  All I would have to do is fill out an online form and hit submit  "product review"

eBay customer support told me that I was responsible for what the buyer thinks including product reviews.

[mr_lincoln]

alan@ebay  Wrote: "We'll need to get some examples from your account(s) so that we can review this fully. We'll contact you via emails to get that information."

_______________________________________________________

Okay, thank you ...

[castlemagicmemories]

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.

[mallontown]

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."

[tyler@ebay]

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@golfingaddict wrote:

Suggestion number 2

Feedback Team

In the newly designed feedback page, there is a lack of description for the detailed seller ratings.   These ratings are shown without information and it is possible that buyers, particularly new buyers, do not get it right

  

In the screenshot you see what happens when you hover over the star for item as described.

1

That's it, nothing more.

Is 1 the best? Is 1 the worst? Does one mean that it is as described or not as described.

Here is what happens when you hover over the number 5

5

That's it, nothing more, nothing less.

In the older version of leave feedback there were descriptions for these star ratings and it popped up that it meant something.  The redesigned, although streamlined, does not begin to give buyers the information they need to give correct detailed seller ratings.

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Thanks for the call out @golfingaddict - I'll make sure this input is sent to the right team and that we get this suggestion filed for future enhancement.

[vrykalak]

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@Anonymous wrote:

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@dcintennessee wrote:

Please make it so that only listings in categories VALID for Media Mail can have the Media Mail shipping option.

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Hi @dcintennessee, I appreciate the screenshot and detailed description! I will get this feedback over to the appropriate teams to review for changes to available shipping options within certain categories. 

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See my reply in #14:
I often sell old books as "Collectibles"
If you make a change such as this, I won't be allowed to offer Media Mail for these books.
Not good.

[brian@ebay]

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@mg152 wrote:

I have a problem, first time in 19 years for me. I bought a cheap item, I think it was $3.41 from a US seller or so I thought. The item was removed by eBay, has not arrived & I can’t get a refund. I went to Paypal because I couldn’t find the seller on eBay either. I do t think I’ve ever gotten a refund for an eBay purchase though I advise people according to policy. It’s the principle not the $3.41. Also someone used my Paypal CC online, I filed in their resolution center for that one too. There’s no way to escalate my 2 claims, I guess I’ll have to call Paypal but I’m way too busy right now to worry too much about $25 total.

How do I get a refund? Thanks & happy Wednesday! 😀

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Hi @mg152, I'm sorry to hear that these transactions didn't go as planned. We can open a claim even if the item was removed from the site. If the site isn't letting you open a claim then you'd want to contact customer support so that they can get a claim opened. However, if you've already opened a claim on PayPal's website then we will not be able to open on one ours. Since a claim has been opened on PayPal, we no longer have access to the funds, meaning we won't be able to authorize a refund ourselves. You will need to contact PayPal to get those claims escalated.  

[brian_burke@ebay]

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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

---

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

[Anonymous]

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@golfingaddict wrote:

@Anonymous

My feedback now sports a new "product review"
RUNS LARGE..

Well darn it all, what in the world can I do with that?

Did he get what he ordered.  YES

The last guy I sold these to wanted to return them because they were too small.   SERIOUSLY!

So do I change my listing to "runs large" or "runs small"  ?

YES, that does sound stupid and I am not going to do it.  But why should I be rated on "runs large or runs small?"

 AND on Amazon, where I also sell items.  That feedback would have been removed instantly with no questions.  All I would have to do is fill out an online form and hit submit  "product review"

eBay customer support told me that I was responsible for what the buyer thinks including product reviews.

---

Hi @golfingaddict, happy to have this looked into for potential changes. I will say that the feedback of "runs large" may be good feedback for a seller to receive, as this could lead to including measurements in the listing. While it is about the product, it could help a seller improve their listings. Feedback exists for a buyer to voice their opinion on the transaction - removing this kind of valuable information for a seller may not serve the Community as a whole. 

Again, happy to have this looked into for options. There very well could be situations where removing a comment could be warranted and I'll be sure to have this taken into consideration.

[vrykalak]

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?

[mg152]

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@mg152 wrote:

I have a problem, first time in 19 years for me. I bought a cheap item, I think it was $3.41 from a US seller or so I thought. The item was removed by eBay, has not arrived & I can’t get a refund. I went to Paypal because I couldn’t find the seller on eBay either. I do t think I’ve ever gotten a refund for an eBay purchase though I advise people according to policy. It’s the principle not the $3.41. Also someone used my Paypal CC online, I filed in their resolution center for that one too. There’s no way to escalate my 2 claims, I guess I’ll have to call Paypal but I’m way too busy right now to worry too much about $25 total.

How do I get a refund? Thanks & happy Wednesday! 😀

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I forgot to say that before the item was removed from eBay, it said shipped by China Post so it was not a US seller at all.