Community Chat, June 19 @ 1:00 pm PT - General Topics

[tyler@ebay]

Join the Community team here at 1 PM PT on June 19 for our Weekly Chat with eBay Staff. No set topic for the week, so feel free to share any general buying and selling questions you have. 

The chat will be open for questions from 1-2 pm PT, at which point we'll close it down for additional questions and continue to work on responding to any remaining queries.

If you are new to the chat, welcome! Simply reply to this post with your question after 1 pm and we'll be happy to look into it 

[coffeebean832]

Recently a buyer filed a wrong item sent claim- later they confirmed they received the correct item.

The eBay customer service rep said the mark would be removed from my service metrics where I'm compared to peers within 24-48 hours. I was very specific to confirm exactly that they were referring to the service metrics (peer comparison) and not seller performance (defect).

I've never heard of the return being removed from service metrics, but I thought maybe it was part of the new seller protections that have yet to be announced- except the return is still showing in my projected service metrics evaluation for next month.

Did the rep give out wrong information? Actually I spoke with 2 different reps about it on 2 different days because I was skeptical and they both said the same thing.

[abfabvintage]

To clarify, it is an ebay affiliate site, just like Google. Just like Searsmarketplace.com, Just like whohou.com. My items show up there all the time. If a buyer clicks on your item within those sites, the site gets a kick back from ebay. Just needed to clarify.

[buyselljack2016]

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@vrykalak wrote:

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brian@ebay wrote:

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@vrykalak wrote:

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Hi @vrykalak, the timeframe when revisions are restricted is still 12 hours before an auction ends. Did you see messaging letting you know that it is 24 hours? If an auction has a bid on it then this will limit what can be revised, such as shipping information. If the listing in question did have a bid on it then this may be the reason you couldn't revise it. 

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Yes, it had a bid. That's how I knew it was going to sell. 
Would that mean I couldn't change the shipping options any time after a bid was placed? 
That's scary!

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Changing the handling time after someone bids does not sound like something that should be allowed to be changed.  Buyer bids with an expectation of the estimated time when the item is going to arrive.

[my-cottage-books-and-antiques]

Seller Generated Offers Question. 

I like to keep track of the dollar amount of the offers I've sent out on each listing. I usually only make a few offers at a time, and I keep a record the Old Skool way, with pen and paper. But it would be nice if ebay kept track of my offers too. Here's what I've found (could be wrong, maybe someone else could look at their offers):  ebay does do this, but ONLY for listings that have "Make An Offer" active. On my non-Make An Offer listings, ebay doesn't keep track. Is that correct? If so, this is something I'd like to see eBay remedy, so maybe you could pass the suggestion along. Thanks!

[cookiecookie55]

Hi,

Could you please explain the instant views that some items get as soon as they are listed?  Some of my items have received as many as 1,000 views the moment that they are listed, while others receive 1 or 5 or 10 or none.

1. What entity/robot is viewing the listings?

2. Can the instant views be turned off?   It's hard to know if an item is of real interest (until it is bought)  when you can't determine how many views it has received.

3. Are the instant views a glitch or is this intentional?  If a glitch, is there a timeframe for a fix?

Thank you,

cookie

[tyler@ebay]

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@automotivepartsrecyclrs wrote:
We can see many priority choices from the sold page clicking print shipping label for 1 item. When we use the bulk tool you can't see more than 2 choices of priority.
Yesterday one item could go flat rate env but using bulk it only showed us 2 priority choices and neither was the flat rate env priority

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Thanks so much @automotivepartsrecyclrs - I was thinking of the scan form, not the bulk label printing page. I'll get this to the shipping team and see if there's a planned upgrade or a workaround to get what you're looking for. Thanks! 

[mam98031]

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@coffeebean832 wrote:

Recently a buyer filed a wrong item sent claim- later they confirmed they received the correct item.

The eBay customer service rep said the mark would be removed from my service metrics where I'm compared to peers within 24-48 hours. I was very specific to confirm exactly that they were referring to the service metrics (peer comparison) and not seller performance (defect).

I've never heard of the return being removed from service metrics, but I thought maybe it was part of the new seller protections that have yet to be announced- except the return is still showing in my projected service metrics evaluation for next month.

Did the rep give out wrong information? Actually I spoke with 2 different reps about it on 2 different days because I was skeptical and they both said the same thing.

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It was in the Spring Seller Update.

New abusive buyer protections and reporting feature update

We're implementing stronger measures against buyers who don't follow eBay's abusive buyer policy. We're introducing new measures to proactively find abusive buyers, prevent them from filing return requests, and in some cases suspend them. When we find that a buyer violated the policy, we will remove any feedback and defects, including opened cases in service metrics.

We've also made it easier for you to report buyers who violate eBay policies. Now when you report a buyer, you can more clearly describe what the buyer is doing to help us investigate potential policy violations and take actions to protect you.

https://pages.ebay.com/seller-center/seller-updates/2019-spring/seller-protections.html

[blingrescue]

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@abfabvintage wrote:

When will the 50 free listings per month, bogus promotion be removed from my store? We all know it is bogus and yet it still sits there now through the end of June. Am expecting it to continue to be there for the July 1-August like it did last year? I know better that I should not use all of my 100 with a Starter store knowing these 50 free will not work, but for those new to this, they see that bogus free 50 and just keep on listing until they are hit with overages. Been 2 months it still sits on my account and probably on other seller accounts that don't know better. Thanks if this can be fixed and soon. 

And my second question that I raised before...if for some reason I go over my 100 limit knowing you have given me another 50 free for the same month, and I go over my limit, since this is an ebay glitch, will you reimburse me for those overages. Just asking as usual. 

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So glad to hear it is not just my account. I have these extra 50 too. Customer support did not know how to fix it. They said they had never seen it before. They told me to use the 50 and then call for a refund of fees. We all know how that works. 

[coffeebean832]

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@mam98031 wrote:

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When we find that a buyer violated the policy, we will remove any feedback and defects, including opened cases in service metrics.

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Thanks for the reminder. That still leaves the question though of when the return will be removed from my service metrics. Does it happen at the time of the monthly evaluation? The reps both said 24-48 hours but it's still there.

[buyselljack2016]

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@blingrescue wrote:

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@automotivepartsrecyclrs wrote:

The new shipping labels page is a good improvement vs the old. Scan sheets and insurance can now be done in one place.

The only thing we see wrong is you can't see more than 2 types of priority items.

You can go to that sale and sort from all usps items but then you can't include that in your scan sheet.

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I have been wondering happened to flat rate envelopes on the new shipping page. I moved to another shipping company,. 

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Not talking about bulk shipping, but the new label limits the choices based upon the dimensions provided when listing.  If over packing (bigger box)the item when initially listing the new page won't offer all options such as "padded". Have to update dimensions to get it to show.

[pratercollectibles]

I did figure out how to "copy to clipboard" to transfer the mailing info, but it now takes 5 steps when before it was 2.

[tyler@ebay]

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@coffeebean832 wrote:

Tyler, do you have an update on this?

https://community.ebay.com/t5/Weekly-Chat-with-eBay-Staff/Community-Chat-May-8-1-00-pm-PT-General-To...

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Hi @coffeebean832 - nothing as yet, but thank you for the reminder. I've asked for an update with the folks I sent it to and I will keep you posted when I hear back. 

[vrykalak]

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brian@ebay wrote:

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@vrykalak wrote:

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brian@ebay wrote:

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@vrykalak wrote:

I just found out that I can't change handling time for items ending in 24 hours.

Used to be 12 hours. Now I am stuck with a late shipping defect on an item that ended while I was on vacation, because I changed the handling time more than 12 hours, but less than 24 hours, before the end.

Also, the 'Reminders' at the top say that handling time was changed 318 (of 323). That means there were four other items where the handling time did not get changed, when I told the system to make that change on all the active listings. 
That's scary, because I can't find any way to check which others were not changed. (The one item I knew would sell while I was away was the only one with less than 24 hours left before it ended, so that was not the reason.)

I asked if the defect could be removed, under the circumstances, and I was told definitely NO.

This is mostly just a rant, but I would like eBay to be a little more tolerant, and help Sellers who get caught in a trap like this.

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Hi @vrykalak, the timeframe when revisions are restricted is still 12 hours before an auction ends. Did you see messaging letting you know that it is 24 hours? If an auction has a bid on it then this will limit what can be revised, such as shipping information. If the listing in question did have a bid on it then this may be the reason you couldn't revise it. 

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Yes, it had a bid. That's how I knew it was going to sell. 
Would that mean I couldn't change the shipping options any time after a bid was placed? 
That's scary!

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@vrykalak, when a buyer places a bid they are doing so under the impression that the shipping service, cost, and estimated delivery time will remain the same. Revising these aspects of a listing alters the terms the buyer agreed to when placing their bid. To avoid creating bad experiences, it is not possible to change shipping details once a bid is placed. My understanding is that additional shipping services can be added, but the current shipping costs, services, and handling time cannot be changed. 

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Auctions don't have guaranteed delivery. 
Estimated delivery doesn't show up until the buyer pays. 
So why should changing the handling time affect an auction?

[abfabvintage]

@blingrescue 

Hi, it started last year in May 2018 when I downgraded from Basic to Starter...then suddenly these 50 show up which are truly bogus...sat on my account page for at least 3 months then disappeared. I had also alerted Alan before his vacation and said he was working on it...still there and expect it to be there through July. Won't affect me because I know the drill...but for those who see it and figure "hey, I can use up all my store free listings and then use the 50" ain't happening lololol. Hopefully someone gets it fixed...as far as getting a credit IF that 50 bogus even work? Good luck lolol.

[mam98031]

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@coffeebean832 wrote:

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@mam98031 wrote:

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When we find that a buyer violated the policy, we will remove any feedback and defects, including opened cases in service metrics.

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Thanks for the reminder. That still leaves the question though of when the return will be removed from my service metrics. Does it happen at the time of the monthly evaluation? The reps both said 24-48 hours but it's still there.

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I'm glad you came here with this question.  When the Spring Update was released and we had the dedicated threads on this.  I asked how long this process would take.  I asked multiple times, but no CSR ever answered the question.  Others asked too, but no one seemed to want to respond.

Per the Spring Update it should be removed.  My concern always has been that Ebay would not react to this fast enough and it could affect a seller's eval date and cost that seller real $$$s if they are on the edge of being kicked into the penalty fees.