eBay

Anonymous · ‎01-30-2019

Hello everyone! Join us today for our weekly chat with the Community Team. We're discussing general topics today starting at 1pm PT until 2pm PT. Hope to hear all your buying and selling questions then!

mam98031 · ‎01-30-2019

doug@ebay wrote:
Hi @mam98031 I haven't heard anything along those lines regarding the catalog. I do know that using the catalog and the suggestions helps optimize listings, and improve the catalog overall, as well as the search algorithm.

@mam98031 wrote:
@my-cottage-books-and-antiques wrote:
Also in yesterday's Conference Call, Devin said: "The expansion of our catalog has historically been constrained by the rate of seller adoption, but new AI capabilities will allow us to opt in millions of listings in the torso and tale of our inventory that we believe will drive SEO and social traffic moving forward."

Would I be interpreting this correctly by saying that, going forward, if a seller has an item with an MPN or UPC but does not include that in the listing, and eBay's improved AI recognizes it without the PIN, ebay will put it on a product page? In other words, as this project moves on, it would still prefer we include PINs, but whether we do or not, a listing will appear on the Product page is AI says it should?
Just to add another question to this. Does this mean we are coming to a day when Ebay will force sellers to use the catalog prefill information?

Well that is good to hear. I hope that remains the case as we move forward. However recently on a thread it has come to some of our attention that if a seller chooses NOT to have the catalog prefill information in their listing, that doesn't matter if the listing is viewed in the mobile app as it will show up.

https://community.ebay.com/t5/Selling/What-are-the-Ramifications-of-Selecting-NOT-to-use-Catalog-Inf...

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

"I can explain it to you, but I can't understand it for you." Quote from Edward I Koch

doug@ebay · ‎01-30-2019

@mr_lincoln we don't have that level of detail at this point.

@mr_lincoln wrote:

@Anonymous

@my-cottage-books-and-antiques wrote:
During yesterday's Q4 Conference Call, Devin Wenig stated " For sellers they will get protections, they'll get more data, they'll get better tools. We’ve got a big road map on behalf of our sellers and we are excited about that."

This is encouraging news. Can you provide any insights into this "big road map"?

Does the "more data" include the Programmable date range CSV formatted database like PayPal's for the upcoming Payment Processing by eBay to complete the business end for book keeping purposes are are Sellers expected to keep ALL their own records despite them already being kept by Adyen ... just like PayPal? This is a real sticking point for me on this whole Payment Processing venture because I don't want to have to keep track of things in a ton of different areas when again, its already being done by the financial institute. I have not found any posts regarding this question that was asked months ago AND was emailed to the address the Team recommended when I first brought it up.

lacemaker3 · ‎01-30-2019

Is there any new information about the issue where a seller's tax table is not being shown or linked on their listings (which apparently started since eBay started collecting and remitting sales tax for Washington and Minnesota on Jan 1, 2019).

This means that buyers have no way to know if they will be charged sales tax or not, because the listing only says that sales tax will be charged for three states, for example (this seller's listings charge sales tax for multiple states, including every state I tested except for Minnesota):

@Anonymous, you said in this post (Message 34) that you would escalate that to the appropriate team and get more information about it.

coinslabz26 · ‎01-30-2019

@Anonymous wrote:
@coinslabz26 wrote:
It looks like items abandoned or refused at the postoffice now get all tracking data wiped by USPS when they are marked returned to sender.

I recently had a buyer refuse an item. The item arrived back to me and when I checked the tracking the earliest tracking update was "Returned to sender processed" and all future updates were of the tracking back to me until delivered.

2 Questions.

1: How can I prove to ebay an item was refused or abandoned when that info is removed from the tracking?

2. To determine whether or not the item should be reshipped to the buyer or refunded.....What delivery date will ebay consider to calculate the 30 days from "date of delivery" to determine eligibility for money back guarantee? Is it the expected delivery date or the date delivered back to the seller?
Hi @coinslabz26, happy to give some more details on this. While tracking is the first place we look to confirm what happened with package, we can also accept documentation from the courier that confirms the package was refused by the recipient or otherwise abandoned. The coverage time frame in general would be 30 days from actual delivery date or latest estimated delivery date if the item was never delivered. This is calculated by our system based on the information we have available, so in a situation where the tracking shows a return delivery, would be based on that delivery date. A manual review of the transaction would only offer coverage for 30 days beyond the date of attempted delivery or when the item was first available for pickup, if these dates are available. We would not offer protection for a package that was refused.

@Anonymous

Here is the tracking updates on the package in question. This is everything the tracking number shows:

Monday, Jan 28, 2019 9:58 AM ALTAMONTE SPRINGS , FL Delivered Sunday, Jan 27, 2019 11:06 AM ALTAMONTE SPRINGS , FL Arrived at Hub Saturday, Jan 26, 2019 11:30 AM SEMINOLE-ORLANDO FL DISTRIBUTION CENTER Arrived at USPS Regional Facility Friday, Jan 25, 2019 7:29 AM NEWARK NJ DISTRIBUTION CENTER Departed USPS Regional Facility Thursday, Jan 24, 2019 2:59 PM PARSIPPANY , NJ Return to Sender Processed

The buyer let it sit at the postoffice since around the 9th of December but that info was missing from the tracking. As was all other updates to the tracking to the buyer. Would "return to sender processed" be acceptable to prove either abandonment or refused?

brian@ebay · ‎01-30-2019

The thread is now locked from further replies. Thanks for participating in todays chat!

Brian,
Community Team

Anonymous · ‎01-30-2019

@vrykalak wrote:

From several previous chats, and CS conversations:
I have two defects on my record currently, and another one back in July, caused by the same problem: I changed my handling time to four days because I was not able to ship items during that time. In each case, the ONE item that sold during that period had not been changed.
In two cases, I was the one who bulk-edited the change to the handling time. But one time (in November 198), when I had no access to my computer, it was a Concierge agent who made the edits for me. Didn't help.
The one item that sold during that time had not been changed.
BTW, items that ENDED during those times DID get changed, and I had to change them back manually when I relisted those items.
I think those facts: that it was an eBay agent who made the change that didn't "take" for Sold items, but did "take" for Unsold items, shows that the problem is in eBay's software, rather than anything I did or did not do properly.
I continue to request to have those defects removed, AND I want eBay to at least look at the software to determine why this happened three out of the last three times I changed the handling time on my listings.

Hi @vrykalak, you've shared this situation previously and while I understand that you are frustrated, the final answer has been provided. We must agree to disagree on the related details and encourage you to contact Customer Service if you would like to discuss this situation further.

Anonymous · ‎01-30-2019

@coinslabz26 wrote:

@Anonymous wrote:

@coinslabz26 wrote:
It looks like items abandoned or refused at the postoffice now get all tracking data wiped by USPS when they are marked returned to sender.

I recently had a buyer refuse an item. The item arrived back to me and when I checked the tracking the earliest tracking update was "Returned to sender processed" and all future updates were of the tracking back to me until delivered.

2 Questions.

1: How can I prove to ebay an item was refused or abandoned when that info is removed from the tracking?

2. To determine whether or not the item should be reshipped to the buyer or refunded.....What delivery date will ebay consider to calculate the 30 days from "date of delivery" to determine eligibility for money back guarantee? Is it the expected delivery date or the date delivered back to the seller?

Hi @coinslabz26, happy to give some more details on this. While tracking is the first place we look to confirm what happened with package, we can also accept documentation from the courier that confirms the package was refused by the recipient or otherwise abandoned. The coverage time frame in general would be 30 days from actual delivery date or latest estimated delivery date if the item was never delivered. This is calculated by our system based on the information we have available, so in a situation where the tracking shows a return delivery, would be based on that delivery date. A manual review of the transaction would only offer coverage for 30 days beyond the date of attempted delivery or when the item was first available for pickup, if these dates are available. We would not offer protection for a package that was refused.

@Anonymous

Here is the tracking updates on the package in question. This is everything the tracking number shows:

Monday, Jan 28, 2019 9:58 AM ALTAMONTE SPRINGS , FL Delivered Sunday, Jan 27, 2019 11:06 AM ALTAMONTE SPRINGS , FL Arrived at Hub Saturday, Jan 26, 2019 11:30 AM SEMINOLE-ORLANDO FL DISTRIBUTION CENTER Arrived at USPS Regional Facility Friday, Jan 25, 2019 7:29 AM NEWARK NJ DISTRIBUTION CENTER Departed USPS Regional Facility Thursday, Jan 24, 2019 2:59 PM PARSIPPANY , NJ Return to Sender Processed

The buyer let it sit at the postoffice since around the 9th of December but that info was missing from the tracking. As was all other updates to the tracking to the buyer. Would "return to sender processed" be acceptable to prove either abandonment or refused?

Hi @coinslabz26, return to sender would be sufficient to indicate the package was refused by the recipient or otherwise abandoned and a seller would be protected in an item not received request related to this shipment.

tyler@ebay · ‎01-30-2019

@mam98031 wrote:

doug@ebay wrote:

Hi @mam98031 I haven't heard anything along those lines regarding the catalog. I do know that using the catalog and the suggestions helps optimize listings, and improve the catalog overall, as well as the search algorithm.

@mam98031 wrote:

@my-cottage-books-and-antiques wrote:
Also in yesterday's Conference Call, Devin said: "The expansion of our catalog has historically been constrained by the rate of seller adoption, but new AI capabilities will allow us to opt in millions of listings in the torso and tale of our inventory that we believe will drive SEO and social traffic moving forward."

Would I be interpreting this correctly by saying that, going forward, if a seller has an item with an MPN or UPC but does not include that in the listing, and eBay's improved AI recognizes it without the PIN, ebay will put it on a product page? In other words, as this project moves on, it would still prefer we include PINs, but whether we do or not, a listing will appear on the Product page is AI says it should?

Just to add another question to this. Does this mean we are coming to a day when Ebay will force sellers to use the catalog prefill information?

Well that is good to hear. I hope that remains the case as we move forward. However recently on a thread it has come to some of our attention that if a seller chooses NOT to have the catalog prefill information in their listing, that doesn't matter if the listing is viewed in the mobile app as it will show up.

https://community.ebay.com/t5/Selling/What-are-the-Ramifications-of-Selecting-NOT-to-use-Catalog-Inf...

Hi @mam98031! Definitely want to clarify here - choosing to not have information prefilled into a listing form does not mean that the item will not be associated with the catalog itself.

For example, if I list an item with a specific UPC that item will be associated with the catalog product page for the same UPC (if one exists). It helps surface your listing in cross-promotion and better refine search results for a quicker buyer experience.

Electing to prefill your listing form with data from our catalog provides item photos, some item details, and removes some fields from the listing form. Unchecking this box simply allows you to input your own information, but the UPC field would still be filled out as you have selected a product from our catalog and indicated you are selling that product. There is no option to disconnect an item from the catalog that a seller has either already picked from the catalog or has provided a product identifier associated with an item in our catalog.

I'm not sure why information would not be showing on PC, I'll work with the team to look into it!

Tyler,

Anonymous · ‎01-30-2019

@lacemaker3 wrote:

Is there any new information about the issue where a seller's tax table is not being shown or linked on their listings (which apparently started since eBay started collecting and remitting sales tax for Washington and Minnesota on Jan 1, 2019).

This means that buyers have no way to know if they will be charged sales tax or not, because the listing only says that sales tax will be charged for three states, for example (this seller's listings charge sales tax for multiple states, including every state I tested except for Minnesota):

@Anonymous, you said in this post (Message 34) that you would escalate that to the appropriate team and get more information about it.

Hi @lacemaker3, no update as of yet. Working with our tech teams to review what might be going on here so we can get a fix in place as soon as possible.