Community Chat, Jan 31st @ 1pm PT - General Topics

[Anonymous]

Hello everyone,

Join us today at 1 PM Pacific time to discuss your general buying and selling questions. This week tyler@ebay, brian@ebay and myself will be detained for the first half of the chat, but rest assured we will join as soon as possible. All questions will be reviewed and while the chat will close at the normal time (2 PM Pacific Time), we will continue to work on responses after that point.

Looking forward to hearing from everybody!

[golfingaddict]

When I call into ebay customer support to discuss my account, they ask me for a reason for calling.

Then the automatic robo answer system comes back and says "your account is restricted"

Of course this is a bit of a shock to me.  Then when I get a real person, they tell me that no restriction exists.

This has been going on for at least 5 months. 

Either the reps are lying to me or the robo system is lying to me.  Either way it is not great customer service to tell me that my account is restricted every time I call into customer support.

Perhaps this is something you guys could look into.  I'm tired of it.

[castlemagicmemories]

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HI, Alan:  Just want to mention that there seems to be issues going on with tracking.   The delivery timeframe estimates appear to be correct on listings, but the actual tracking seems to be overly optimistic, LOL!  My purchases have been coming late according to tracking but not according to the estimated delivery timeframe.  I have read where a seller has been negged for this.   I think you are already aware of this, but just in case!

Thank you, Alan.

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Hi @castlemagicmemories! 

Hope you're doing well. 

Is this issue happening on multiple carriers, or just one? If you can narrow it down for me, I'll chat with the Shipping team and have them investigate. 

Thanks! 

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alan@ebay

Hi to you, too!  I'm fine and hope you are as well.

To answer your question, it's not multiple carriers; most everything was shipped USPS.

Hope this helps, and thank you very much!

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To clarify, everything WAS shipped USPS.  The word most seemed to indicate that there were other carriers in there, my apologies!

[vrykalak]

I see on my dashboard that I have 5 items designated as "late upload of tracking".

Two of them were in a package of THREE items I sold to the same person; one of them had tracking uploaded on time, apparently, but the other two were "late".
It doesn't make sense to me that those other two can possibly generate a "late shipping" demerit, when it's obvious they were shipped on time with the other item.

[alan@ebay]

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1. I would like to raise my concern that for the past two months eBay knew about the problem with ship by date glitch. Instead of next day shipping by eBay system show up randomly for some items two days handling instead of one day. After several calls to dedicated support, they start to confirm it and there is no resolution for this situation. I wouldn't even bother to bring your attention to it if it wouldn't be tied to other serious problem: wrong GD days for those items. If you on eBay can't project correct shipping day then the delivery day will be later and instead of getting more sales we are getting fewer sales. Nobody now days wants to wait more than a week for First Class delivery while shipping partner shows up estimated deliver two-three days earlier then eBay. We lost a lot of sales last week before Christmas because of it. It was feeling that problem was with USPS holiday closing and now it is definitely has nothing to do with wrong USPS calendar for holidays.

2. There is another problem with GD when all items are located in the same location and have the same shipping services in the listing and few of them (like 14-17) show up with 3 days delivery and rest 2000 show up only with 4 days. Again, dedicated support promise to get back with somebody in charge for GD and nothing is done.

With two glitches like this, we have no additional help and support from GD. Would eBay like us to drop this program or it is possible to get it fix?

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Hi @rock4best, 

Sorry to hear about these issues. I wasn't aware that they were occurring. Let me check in with the manager of the Guaranteed Delivery program and get back to you on this thread later on. 

Thanks! 

[alan@ebay]

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https://community.ebay.com/t5/Selling/Ebay-ended-and-listed-emails-are-not-coming-through/m-p/280605...

https://community.ebay.com/t5/Selling/I-listed-a-bunch-of-auctions-and-didn-t-receive-the-usual/m-p/...

This one started a couple years ago but the last posts are recent:

https://community.ebay.com/t5/Selling/No-longer-receiving-listing-confirmation-emails/m-p/24647497#M...

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Sweet! Thanks for the examples. I'll open a ticket with our technical support team and have them investigate. If we need any additional information from you we will be in touch. 

[mam98031]

I just wanted to add my voice to those that have great concern over the watcher counts being removed from the listings.  Personally I do not see the benefit of Ebay making this change and I certainly do not like it.  Just my two cents.

[doug@ebay]

Oh no @mg152, very sorry to hear this!

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I want to say hi & please keep my old dogs in your prayers. In addition to Miss Brown having cancer. My Max (yorkie) is blind, deaf, senile and has severe heart disease. It looks like I’m gonna lose him, he’s 13. So sad!MaxMiss Brown

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[muttlymob]

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https://community.ebay.com/t5/Selling/Ebay-ended-and-listed-emails-are-not-coming-through/m-p/280605...

https://community.ebay.com/t5/Selling/I-listed-a-bunch-of-auctions-and-didn-t-receive-the-usual/m-p/...

This one started a couple years ago but the last posts are recent:

https://community.ebay.com/t5/Selling/No-longer-receiving-listing-confirmation-emails/m-p/24647497#M...

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Sweet! Thanks for the examples. I'll open a ticket with our technical support team and have them investigate. If we need any additional information from you we will be in touch. 

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You are welcome, and thank you.

To further clarify, the Item Sold emails still come, so it is unlikely an email provider issue.  I have also checked my eBay communication preferences, those are fine too.

[rock4best]

We would like to second the problem with promotional moved to the bottom of the listing. Nobody ever even sees it. We are using the promotional listing to get eyes on our items and then when we had that promo on the top buyer would click on it and buy more items from our store. With new move to the bottom buyer will just see the high priced item and get out of the listing.

There is another problem with those promotions. For some reason, eBay stopped to show those promotions in the search. Why is it so difficult to help the small seller and keep those bugs out?

[warrenshobbies]

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We are still seeing delays in USPS Priority Mail to Florida taking 10 days, most likely weather related.

I was told by Ebay CS that there would be an announcement for the weather on the week of the 16th.

Storm Igna closed or delayed many hubs for 4 days in the south east. Most of my mail sent into these areas was re-routed to a postal service annex in Richmind Va where it sits until it can move.

The ebay for business page posted this in reply to another seller with an issue on the 17th.

Today is the 31st and there hasn't been anything announced. CS acts like it didn't happen now.

What's the deal?

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@warrenshobbies I'm sorry to hear you are experiencing delays. I will pass on the information to our Shipping team who work closely with the shipping carriers. Send me the actual post office experiencing delays - it helps - bburke@ebay.com.

Regarding weather (or other natural disaster) related announcements, if we extend seller protections we will announce them on Seller News if they are widespread.  If we do not post there, there are no automated protections. Sometime a storm may hit a local area, but it isn't wide spread enough for us to automate the protections. In these cases sellers can contact Customer Support for help. In addition to our own data, we look to the carriers for data on delays. If the carrier is not announcing a delay we normally do not provide automated protections.

For example, USPS usually posts here - https://about.usps.com/news/service-alerts/resident-weather-updates.htm

If we don't auto protect but you were impacted, contact customer support.  Provide them with the location the any data showing their were delays. 

Thanks for selling on eBay.

Brian

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So ebay CS lied? Or are they just not informed.

Google Storm Inga, see the answers ebay can not seem to find.

[alan@ebay]

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Any ETA on the coin catalog fix? Catalog still listing coins in the error coin category. Many coins not showing up in the search. Typing in one date shows other dates or non coin related items. PCGS coin numbers still not searchable ETC.

Maybe contact needs to be made to the team that oversees the catalog team?

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Hi @coinslabz26, 

Have you shared this information with us previously? We do have a discussion board dedicated to the Catalog. Syed, a Product Manager, watches over the board, if you haven't posted there yet I would recommend it: https://community.ebay.com/t5/Product-Catalog/bd-p/ProductCatalog

Thanks! 

[mg152]

Thanks to the team for helping me last week with my new seller in Sweden & her accidentally listing free worldwide shipping. I got my items all beautifully & carefully packed. I sent her the money for shipping then I found out she has 6 kids. One with brain damage. All under 17 years old.
See, this is what I keep telling people in the community when they say “let the seller eat it they made the mistake” etc... You never know what a person is going through.
In 2015 I made a purchase, it never came. Finally I messaged the seller, it turned out his wife had died in his arms & he forgot all about me & my item. I left positive FB & told him to keep the $5. A year later, I got a letter from him with $5 in it.
Most people are good honest people.

[vrykalak]

 I have some Mardi Gras coins to sell, and in researching prices I see dozens of coins for sale for $1.55 with free shipping.
How is that possible, when it costs more than $3 to mail 1 ounce via USPS?
Are these sellers somehow able to ship for free?

I remember a used car salesman saying: we lose money on every sale; we make it up in volume.
That doesn't work in the real world. So what's going on here?

[alan@ebay]

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I want to say hi & please keep my old dogs in your prayers. In addition to Miss Brown having cancer. My Max (yorkie) is blind, deaf, senile and has severe heart disease. It looks like I’m gonna lose him, he’s 13. So sad!MaxMiss Brown

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Oh no! Really sorry to hear that, @mg152. They are really adorable dogs. 

[odditiesandantiquities1]

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Thanks to the team for helping me last week with my new seller in Sweden & her accidentally listing free worldwide shipping. I got my items all beautifully & carefully packed. I sent her the money for shipping then I found out she has 6 kids. One with brain damage. All under 17 years old.
See, this is what I keep telling people in the community when they say “let the seller eat it they made the mistake” etc... You never know what a person is going through.
In 2015 I made a purchase, it never came. Finally I messaged the seller, it turned out his wife had died in his arms & he forgot all about me & my item. I left positive FB & told him to keep the $5. A year later, I got a letter from him with $5 in it.
Most people are good honest people.

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Communication is the key. We maybe behind computers, but the people selling and buying are real people with real life situations. I love getting to know my customers. It's what keeps me doing what I'm doing.