Comics-scifi_collectibles Volunteer Community Mentor
Regards,
Hi everyone! Thanks for joining us for the Weekly Chat with eBay Staff. We don't have a specific topic this week, so feel free to share any general buying or selling questions you may have.
The chat thread will remain open until 2 PM PT at which point we'll close it from additional responses. After that time, we'll continue to work on responding to any queries that might still be unanswered.
To post your question, click Reply in the lower right corner of this post, type your question, and hit submit between 1-2 PM Pacific Time. The format of our chat mirrors the format of our Community Discussion Boards, where each post will appear in the thread chronologically. The Community Team will review each question as it comes in, and will quote the original question in our reply. This quote and the reply will appear later in the thread, so just keep scrolling down to see our answers.
Missed the chat? Send your questions to the podcast by calling 888-723-4630 or email us at podcast@ebay.com and maybe your questions will make it on the air! Or listen to past episodes while you wait for next Wednesday!
@haidaway wrote:The thing to call at 5 am PT - that's kind of crazy. Same thing with the middle name thing. Why should it be a mystery as to what we need to do? Why can't I open a support ticket or email them about this? It's not a PO box and never was. If there is a problem with processing it, why does it say "COMPLETED?"
You get no argument from me that having to call in the early morning hours is not ideal by any means.
I share your frustration with the lack of staff in the managed payments dept.
I am just one of the volunteers that tries my best to help pick up the slack and troubleshoot general questions about MP and other buying and selling issues.
@partsaholic wrote:
What is the process for disputing charges on UPS shipping labels that are purchased through eBay?
Specifically referring to this thread: https://community.ebay.com/t5/Shipping-Returns/UPS-Shipping-Labels-Through-eBay-SCAM/m-p/31535638
We contacted eBay, you can listen to the CS call - the rep is clueless and gave us info related to USPS disputes. I am not convinced that a dispute was even filed as a result of the call, we've gotten no email about it as the CS rep referenced.
Ebay quoted us $8.12 to ship the example package. We then were hit with a $19.65 surcharge on our invoice. So $27.77 to ship a 6x6x4 parcel at the 1 LB rate to a normal (and VERIFIED with UPS) residential address in a major metropolitan area not too far from us.
We have a similar issue with another purchased-through-ebay UPS label on a different selling account - THAT charge was taken from our payouts (NOT invoiced). Ebay phone CS can't explain that one either, or why it was pulled from payouts versus being invoiced (both of these accounts are in MP)
How do we get someone on the phone who understands these issues and how to fix them?
@partsaholic customer service does the ability to open a dispute with UPS for charges like this. Contacting customer service and working with them is the correct process to follow if you'd like to dispute the charges received for those shipping labels.
tyler@ebay wrote:
@mr_lincoln wrote:MANAGED PAYMENTS and Fees on Sales tax
I read a post today and realized it was time to bring this up on the Weekly Chat if it hasn't already been addressed. eBay should NOT be charging Sellers any Fees on Sales tax collected on transactions. When eBay collects and remits the sales tax it really was NEVER part of the Seller's transaction and therefore, should NOT be included in the MP Fee structure. Additionally, and here's the biggie, in our state those with a nexus for paying sales taxes AND pay them early get a discount ... YES, a discount on early Sales tax payment and get to keep some of the Sales tax collected.
On an individual account that's not a lot of money BUT with eBay collecting MILLIONS of dollars in my state and paying early THEY are keeping some of the money collected ... but are obviously NOT paying us back, there's no Sales Tax credit line on the monthly invoice ... maybe there should be right?
In any event, I think this is important enough to warrant being passed on the department that handles it ...
Hi @mr_lincoln - thanks for this input. I will share it with the appropriate team.
tyler@ebay Thank you ... I think this one's important for the Selling Community!
@mam98031 wrote:
I've requested this MANY times for almost a full year now. But I'm going to try again. We need for some experienced and skilled Customer Service Reps to come to the Weekly Chat to answer questions. It is needed now more than ever since calling customer service is simply not viable and some sellers are told they will get a call back in two weeks. Some never get calls and others can't even get a scheduled call back window.
It is a mixed bag. One that simply should not be acceptable by anyone much less the sellers on Ebay.
We need them to come to the Weekly Chat and offer some help to so many sellers in peril right now for one reason or another. For those with account specific issues they can take down their IDs and help them after the Chat. For others they can answer policy questions on the chat.
It is WAY past time they show up and extend a helping hand.
Hi @mam98031 - I know this has been a consistent request over the past several years. We have asked for that team to join us regularly.
Currently there are no plans for them to do a Guided or on-topic chat, or to otherwise have a larger presence on the boards, with the exception of the Payments_team handle providing basic info.
brian@ebay wrote:
@mr_lincoln wrote:
This poor page layout is still live (for some strange reason) ... any feedback from the department that handles that on when they will either change it back OR give us the option to go back to the old layout? There is no TOTAL and i just don't understand why eBay is shielding us from that and making us do math when we didn't have to before?????????
@mr_lincoln this feedback has been shared, but we haven't heard if/when any changes will be coming. If you haven't already then please be sure to also share your feedback using the 'comments' option in the upper right side of that page. Thanks!
brian@ebay Thank you and YES, I have used the Comments option faithfully on this one ... AND ALL CAPS AT TIMES TOO!
@partsaholic wrote:What is the process for disputing charges on UPS shipping labels that are purchased through eBay?
Specifically referring to this thread: https://community.ebay.com/t5/Shipping-Returns/UPS-Shipping-Labels-Through-eBay-SCAM/m-p/31535638
We contacted eBay, you can listen to the CS call - the rep is clueless and gave us info related to USPS disputes. I am not convinced that a dispute was even filed as a result of the call, we've gotten no email about it as the CS rep referenced.
Ebay quoted us $8.12 to ship the example package. We then were hit with a $19.65 surcharge on our invoice. So $27.77 to ship a 6x6x4 parcel at the 1 LB rate to a normal (and VERIFIED with UPS) residential address in a major metropolitan area not too far from us.
We have a similar issue with another purchased-through-ebay UPS label on a different selling account - THAT charge was taken from our payouts (NOT invoiced). Ebay phone CS can't explain that one either, or why it was pulled from payouts versus being invoiced (both of these accounts are in MP)
How do we get someone on the phone who understands these issues and how to fix them?
_____
Edit: Reply to this post can be found here
@partsaholic Maybe a social media agent would be more helpful. They are usually more experienced
Contact customer service by sending a private message on social media. You leave a message and an eBay employee will get back to you as soon as possible. To speed things up you can leave your registered account information in the PRIVATE message: Full name, address, phone number, email address, user ID, and a brief explanation of your problem.
They may take a few days to get back to you but it's usually sooner.
https://twitter.com/askebay
https://www.facebook.com/eBay/
For anyone else reading this social media can NOT help with manged payments.
@partsaholic wrote:
brian@ebay wrote:
@partsaholic wrote:
What is the process for disputing charges on UPS shipping labels that are purchased through eBay?
Specifically referring to this thread: https://community.ebay.com/t5/Shipping-Returns/UPS-Shipping-Labels-Through-eBay-SCAM/m-p/31535638
We contacted eBay, you can listen to the CS call - the rep is clueless and gave us info related to USPS disputes. I am not convinced that a dispute was even filed as a result of the call, we've gotten no email about it as the CS rep referenced.
Ebay quoted us $8.12 to ship the example package. We then were hit with a $19.65 surcharge on our invoice. So $27.77 to ship a 6x6x4 parcel at the 1 LB rate to a normal (and VERIFIED with UPS) residential address in a major metropolitan area not too far from us.
We have a similar issue with another purchased-through-ebay UPS label on a different selling account - THAT charge was taken from our payouts (NOT invoiced). Ebay phone CS can't explain that one either, or why it was pulled from payouts versus being invoiced (both of these accounts are in MP)
How do we get someone on the phone who understands these issues and how to fix them?
@partsaholic customer service does the ability to open a dispute with UPS for charges like this. Contacting customer service and working with them is the correct process to follow if you'd like to dispute the charges received for those shipping labels.
So, again, we've spoken with eBay CS about these issues, been told that disputes would be filed, yet nothing seems to have been done. As an example, please listen to the call on this account. What do we do now?
@partsaholic once a dispute is filed it will take time to be reviewed, so at this time you will need to wait. If the dispute is approved then you'll see a credit on your eBay account within eBay two invoices from the time the dispute was filed. If you do not receive a credit within this timeframe then it means the dispute was not approved.
@angels_landing wrote:
Hello,
I rec'd the following email from Ebay:
"You missed the deadline to update your account details, but don’t worry-we’re giving you more time. Update your account details by January 20, 2021, or your ability to revise or relist existing listings, or create new listings will be disabled. Don’t wait!"
I have tried to update for the last several days, but every attempt results in the following message:
"Something went wrong. Please try again later."
What can I do to update my account and keep selling on Ebay?
TIA
@angels_landing - I'm sorry to hear you're running into that! You may want to try clearing your cache and cookies and then re-opening the browser to try again, but if this continues to happen, I would recommend contacting the payments team for further assistance by accessing any of the Help Pages related to payments and using the 'Have us call you' feature at the bottom of the page.
@valueaddedresource wrote:
tyler@ebay - it has been a month now since I brought this issue with sales tax being overcharged on batteries to eBay's attention. https://community.ebay.com/t5/Selling/eBay-Overcharged-Tax-on-Battery-Sales/m-p/31533145/highlight/t...
In your most recent response you indicated you are still working with the tax team to help them understand the issue but had not gotten any further response from them.
What is the appropriate chain of escalation when a particular team still doesn't seem to understand an issue after almost a month? Who is accountable when the tax team is not responsive? Has the lack of response from this team been reported to VP of Tax Carol Tabrizi?
I can't even imagine how frustrating it must be for you and the rest of the community team not to get the answers you need to provide effective assistance here. I've put in my time in front line customer service and I know how difficult it can be when you hit a wall internally while trying to effectively advocate for your customers.
Too often I see issues get brought up here in the community and you all do your part to take it to the appropriate internal team, but eventually the topic just fades away without any resolution. That's not fair to the community team or to the members here.
What is the resolution in these situations and what is eBay doing to support you all in your roles and responsibilities to the community? Is there a process for escalation or an outlet for us to give feedback to let other teams and especially eBay executive leadership know that they need to a better job in supporting you all in doing your jobs here?
While I know technically this is not an "official" support channel, we all know that you all provide us with a lot of support in many ways and we do appreciate it!
Hi @valueaddedresource - I really appreciate your patience and understanding while I continue to work with those teams. I know this has been a frustrating experience for everyone involved.
I don't have an external escalation pathway for you, but am working internally to get more attention on this.
@mam98031 wrote:
I've requested this MANY times for almost a full year now. But I'm going to try again. We need for some experienced and skilled Customer Service Reps to come to the Weekly Chat to answer questions. It is needed now more than ever since calling customer service is simply not viable and some sellers are told they will get a call back in two weeks. Some never get calls and others can't even get a scheduled call back window.
It is a mixed bag. One that simply should not be acceptable by anyone much less the sellers on Ebay.
We need them to come to the Weekly Chat and offer some help to so many sellers in peril right now for one reason or another. For those with account specific issues they can take down their IDs and help them after the Chat. For others they can answer policy questions on the chat.
It is WAY past time they show up and extend a helping hand.
I am not saying anything against the Community team here. You try very hard to help and we all appreciate it. There is however limitation outside your control.
-----
Edit: A reply to your question can be found here
@mam98031 it's in the pipeline to invite eBay reps to come to our weekly chat and participate on the boards. We have a lot of good changes coming this year, but we just need time to implement.
Thank you for the appreciation as well. We work really hard and it means a lot to hear.
