Community Chat, June 24 @ 1:00 pm PT - General Topics

[tyler@ebay]

Good afternoon everyone and welcome to 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 thread 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 work 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.

[glorybells]

I’m having that same issue of eBay changing my 3 day handling time to next day on combined invoices.  CS reps I’ve communicated with acknowledged that it was changed, and told me “not to worry “ about it affecting my service metrics, but I think it is affecting it.

[pburn]

Can you just generally outline the duties and responsibilities of Khoros in relation to the community discussion boards?

I know they provide (hire, train, fire) moderators, but do they also design the community portion of the site? Are they also responsible for creating and/or resolving the issues like the problems with the M2M board, notifications not registering, post counts not updating on the board "index"pages and other problems that have been reported lately? Or do eBay employees provide the technical programming support for the community?

There seem to be more technical problems than usual cropping up in regard to the discussion boards lately . . .

Thanks, Trinton!

[mam98031]

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@glorybells wrote:

I’m having that same issue of eBay changing my 3 day handling time to next day on combined invoices.  CS reps I’ve communicated with acknowledged that it was changed, and told me “not to worry “ about it affecting my service metrics, but I think it is affecting it.

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@glorybells 

Your Service Metrics would only be affected if you are getting INRs filed due to this.

[lesctag]

Spoiler

I have reported dozens of items and report a couple of specific sellers, but nothing seem to be done on ebay's part.

[lesctag]

Tyler - Reporting items and reporting bad sellers seems to lead to no changes.

[brian@ebay]

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@carlqsportscards wrote:

Can I use my extra ebay shipping supplies coupon and the regular quarterly coupon together on a single item?

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@carlqsportscards the coupons can't be combined with each other, so you'll need to use them in separate transactions. 

[tyler@ebay]

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@glorybells wrote:

I’m having that same issue of eBay changing my 3 day handling time to next day on combined invoices.  CS reps I’ve communicated with acknowledged that it was changed, and told me “not to worry “ about it affecting my service metrics, but I think it is affecting it.

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Hi @glorybells - we know there's an issue with this display and are working on getting it corrected. If you run into a situation where your account is impacted you can contact CS to get added to the open ticket so the tech team knows you're also affected (it sounds like that may have already been done, just putting it here for others who may read it). Thanks!

[tyler@ebay]

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@lesctag wrote:
Tyler - Reporting items and reporting bad sellers seems to lead to no changes.

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Hi @lesctag - my offer to help stands if you change your mind!

[pburn]

Oops. Please ignore.

[gwzcomps]

Probably pointless to bring up but the eBay shipping system is still randomly mismarking commercial addresses as residential. I have complained about this problem for several years with no luck. FedEx has verified that the mismarking is not a problem with their system. Their system has verified in every case that it was a commercial address. FedEx technical support has said this has to do with how eBay's systems communicate with FedEx. This problem is bad for buyers, seller, and eBay on many levels. The one eBay CS rep that verified I was right about the problem disappeared off the face of the earth.

A quick verification of 373090621700 will prove it is a commercial address despite how eBay marked it residential when shipped.

[Anonymous]

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@pburn wrote:

Can you just generally outline the duties and responsibilities of Khoros in relation to the community discussion boards?

I know they provide (hire, train, fire) moderators, but do they also design the community portion of the site? Are they also responsible for creating and/or resolving the issues like the problems with the M2M board, notifications not registering, post counts not updating on the board "index"pages and other problems that have been reported lately? Or do eBay employees provide the technical programming support for the community?

There seem to be more technical problems than usual cropping up in regard to the discussion boards lately . . .

Thanks, Trinton!

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Hi @pburn, Khoros provides the Community platform and provides regular updates and fixes to technical issues that may arise. We also employ a moderation team within Khoros to review and respond to reports of potentially inappropriate content based on the Community Guidelines that we've set forth. Khoros does provide an "out of the box" platform with some level of customization, and further customization is created and implemented by us and other third-parties. Technical issues are reported to Khoros for investigation, and we partner with them heavily to work on resolutions. If an issue is determined to be caused by a customization we've put into place ourselves, or because of an interaction with the eBay marketplace site, then we will have to pursue a resolution through those channels. 

Sometimes issues that seem simple end up being incredibly complex, and identifying a root cause of those problems can be particularly challenging with so many moving parts, so to speak. As with all programming and development, sometimes a fix is put into place that has unintended side effects that must then also be investigated. Other times what seems like a simple improvement or routine update may result in something else "breaking" in ways that we couldn't have anticipated. 

I know that technical issues can be frustrating, I really do, and I promise that we are working hard on not only resolving the problems that have come up recently, but also to continue to improve the Community platform for everyone. 

[papermoneyforme]

Tyler, I am getting very tired of Ebay and their shipping time issues.

I have 10 day handling time and order received on a 2 or 3 day interval, some show ship by date correct and some will show overdue shipping after 1 day.

I am not the only one reporting this and maybe it is time for Ebay to forget new things that no one wants and fix all the broken stuff that people do want.

When will these types of issues be actually fixed instead of receiving lip service and nothing happening.

Maybe the new CEO should get some tech staff to look after these types of issues.

I for one, and many others are loosing trust and faith in Ebay as nothing gets fixed.

[gwzcomps]

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@lesctag wrote:
Tyler - Reporting items and reporting bad sellers seems to lead to no changes.

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I'm willing to bet even if I buy known counterfeit items from bad sellers and file a complaint eBay still wouldn't deal with the sellers.  eBay only targets smaller sellers because they have less of a leg to stand on.

[ensus2015]

Thank you but I just rec'd another email from CS now trying to blame it on the carrier delay.  They also said they can't do anything because it happened before the pandemic - I'm beginning to think they're not reading most of what I've sent!!   This happened last week.  They are refusing to remove these unwarranted and undeserved dings - the negative impact on my account,  from my seller dashboard.

One order - Payment received 6/17, tracking uploaded, USPS scanned and shipped on June 19th. – shipped within 2 days of my 3 day handling time – WAS DELIVERED 6/22

another order - Payment received 6/16, tracking uploaded, USPS scanned and shipped on June 17th. - This item was shipped ONE DAY after it was paid for!! This is all recorded in my ebay. – WAS DELIVERED 6/19

another order 13-05243-68199 – Payment received 6/17, tracking uploaded, USPS scanned and shipped on June 19th. – shipped within 2 days of my 3 day handling time. WAS DELIVERED 6/22

   So, saying I can have CS review it is a bit less than encouraging.  😪

[Anonymous]

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@gwzcomps wrote:

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@lesctag wrote:
Tyler - Reporting items and reporting bad sellers seems to lead to no changes.

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I'm willing to bet even if I buy known counterfeit items from bad sellers and file a complaint eBay still wouldn't deal with the sellers.  eBay only targets smaller sellers because they have less of a leg to stand on.

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Hi @gwzcomps, you would lose that bet 🙂 All sellers are subject to the same policies. Not only do we not want counterfeit items on our platform, allowing counterfeit items to be sold poses significant risk to the health of our platform, and serious legal ramifications. Please report any concerns you see so we can keep the site a safe place to buy and sell.