eBay

tyler@ebay · ‎06-24-2020

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.

Tyler,

toyetictoys · ‎06-24-2020

Hi, Many sellers are experiencing an issue with eBay changing our handling times to next day. Currently, all of my listings have a 3 day handling time; however, when orders are combined into a single invoice a glitch is causing eBay to change those handling times to next day. This is causing sellers to be penalized for overdue late shipping. As a TRS, my account has been dinged 4 times this month. Ebay Customer Service Reps are completely unhelpful in this situation - they do not understand that this issue is on their end. I’m attaching a screenshot example with the item numbers to show that this is a real problem.

Shipping Glitch

Will eBay fix this issue and repair our seller stats that have been damaged?

mcdougle4248 · ‎06-24-2020

Please tell me there is an update regarding the main photo issue with variation listings 😏

ensus2015 · ‎06-24-2020

I have been talking w/customer service regarding the glitch that others on the community board have posted about - Ebay saying tracking uploaded late. I have 3 order numbers that were combined items. All of my listings have 3 day handling. ALL had tracking uploaded, scanned by P.O. and shipped within 2 days.
But I now have 12 dings on my seller dashboard, took me from 100% to 91%.

I spoke to 2 CSRs on the phone and both saw my account and agreed this should not be but of course they can only send it to someone else.

These someone else's send me emails telling me I uploaded tracking late and the penalty dings stay. It's as if they're not even looking at my account - One of the orders had tracking uploaded and shipped NEXT day after payment received - paid 6/16, shipped 6/17, delivered 6/19!

ALL were shipped within 2 days and my handling time on all listings is 3 days! I use ebay labels so the tracking IS uploaded when I print the label. My account shows this in the tracking record! All were delivered on time.

All also show scanned in at post office on the ship dates. The CSR who emailed me said there were no carrier scans - this just is not true. It's all right there in My Ebay shipped records.

My last response to them I sent screenshots of my tracking on these orders - ALL of which show the post office had the packages within 2 days of payment received. TBH, I don't know if they'll even look at the email now, since I've sent at least 2 to them as well as the CS phone call reports that went to them.

This is a system error with my combined items.
This is so frustrating and discouraging to have the Ebay system adversely affect my seller rating/standing that I work hard to keep and then I receive emails from them blaming me!

Order number xx xxxxx xxxxx - Payment received 6/17, tracking uploaded, P.O. Scanned and shipped on June 19th. – shipped within 2 days of my 3 day handling time

Order number xx xxxxx xxxxx - Payment received 6/16, tracking uploaded, P.O. scanned and shipped on June 17th. - This item was shipped ONE DAY after it was paid for!! This is all recorded in my ebay.

Order number xx xxxxx xxxxx – Payment received 6/17, tracking uploaded, P.O. scanned and shipped on June 19th. – shipped within 2 days of my 3 day handling time.

Oh my word...how much proof do I have to give!? Please can one of you send me a pm so I can give you the order numbers and screen shots that prove I uploaded and shipped on time and maybe you can help me or get someone to actually look at my account?

Help!

mam98031 · ‎06-24-2020

I've noticed this problem before, but just thought it was a fluke. But now it seems odd to me. Why does Ebay send some emails to my email account only and some to My Messages only and some go to both? How is this being determined.

I find it confusing and it is way to easy to miss something. I get it that I can set in my Site preferences certain notifications to come to my email address. But I'm not talking about those.

A couple of good recent emails were: The Thank you email from Ebay a couple weeks ago giving Store owners and additional Shipping supply coupon. Some of us received it in at our email address ONLY and other sellers received it in My Messages only. This should have been IMHO to both for all sellers.

Then today I took care of that red letter notification on my Seller Hub that said I needed to verify my bank account for MP. So I took care of this. I got an email saying it was all taken care of but it only went to My Messages and not to my email address.

This IMHO causes us to miss important messages from time to time. Can we get some consistency to this or is it something I've done that creates this issue?

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

lesctag · ‎06-24-2020

I have to ask, what is more upsetting to you and ebay.

1. Ebay Buyers (whom you say you want to make safe) purchasing counterfeit reprinted sports cards for $500, $ 600, and over $ 700.

2. A seller who has sold over 500 copies of a reprinted counterfeit sports card and keeps selling more with more currently active auctions.

3. Multiple sellers who have sold a numbered # 20 of 25 reprinted counterfeit sports cards over and over again, somewhere 50 to 100 of the same # 20 of 25, and these have sold for $ 200 to even $ 730. (some a few dollars)

All these things are currently going on on ebay.

brian@ebay · ‎06-24-2020

@toyetictoys wrote:

Hi, Many sellers are experiencing an issue with eBay changing our handling times to next day. Currently, all of my listings have a 3 day handling time; however, when orders are combined into a single invoice a glitch is causing eBay to change those handling times to next day. This is causing sellers to be penalized for overdue late shipping. As a TRS, my account has been dinged 4 times this month. Ebay Customer Service Reps are completely unhelpful in this situation - they do not understand that this issue is on their end. I’m attaching a screenshot example with the item numbers to show that this is a real problem.

Shipping Glitch

Will eBay fix this issue and repair our seller stats that have been damaged?

@toyetictoys , thanks for sharing your examples! We're aware of this issue and are working to resolve it.

Brian,
Community Team

emerald_door · ‎06-24-2020

The new, redesigned packing slip is not working properly. All of my packing slips for the past few days have included only the following information: item title, item number, seller ID, and canned eBay message.

There is no buyer name, no buyer address, no seller name, no seller address. I use the buyer names and addresses on packing slips to make sure I ship out the right items to the right buyers. It's also useful if anything happens to the outer label.

This new packing slip, missing all this vital information, is completely useless. Are there any plans to fix it? I know that others have reported issues with the new packing slips, but for some of us, there's no point in using this incomplete packing slip.

Anonymous · ‎06-24-2020

@ensus2015 wrote:

I have been talking w/customer service regarding the glitch that others on the community board have posted about - Ebay saying tracking uploaded late. I have 3 order numbers that were combined items. All of my listings have 3 day handling. ALL had tracking uploaded, scanned by P.O. and shipped within 2 days.
But I now have 12 dings on my seller dashboard, took me from 100% to 91%.

I spoke to 2 CSRs on the phone and both saw my account and agreed this should not be but of course they can only send it to someone else.

These someone else's send me emails telling me I uploaded tracking late and the penalty dings stay. It's as if they're not even looking at my account - One of the orders had tracking uploaded and shipped NEXT day after payment received - paid 6/16, shipped 6/17, delivered 6/19!

ALL were shipped within 2 days and my handling time on all listings is 3 days! I use ebay labels so the tracking IS uploaded when I print the label. My account shows this in the tracking record! All were delivered on time.

All also show scanned in at post office on the ship dates. The CSR who emailed me said there were no carrier scans - this just is not true. It's all right there in My Ebay shipped records.

My last response to them I sent screenshots of my tracking on these orders - ALL of which show the post office had the packages within 2 days of payment received. TBH, I don't know if they'll even look at the email now, since I've sent at least 2 to them as well as the CS phone call reports that went to them.

This is a system error with my combined items.
This is so frustrating and discouraging to have the Ebay system adversely affect my seller rating/standing that I work hard to keep and then I receive emails from them blaming me!

Oh my word...how much proof do I have to give!? Please can one of you send me a pm so I can give you the order numbers and screen shots that prove I uploaded and shipped on time and maybe you can help me or get someone to actually look at my account?

Help!

Hi @ensus2015, our tech teams are looking into this issue right now and protections will be automatically applied. If any negative impact occurs to your account you are welcome to contact Customer Service to have this reviewed.

tyler@ebay · ‎06-24-2020

@mcdougle4248 wrote:

Please tell me there is an update regarding the main photo issue with variation listings 😏

Hi @mcdougle4248 - there's no update I have for you at this point. :C

Tyler,

mam98031 · ‎06-24-2020

tyler@ebay wrote:
@mcdougle4248 wrote:
Please tell me there is an update regarding the main photo issue with variation listings 😏

Hi @mcdougle4248 - there's no update I have for you at this point. :C

OUCH, this glitch is getting really expensive for some sellers !!!!!

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

Anonymous · ‎06-24-2020

@emerald_door wrote:

The new, redesigned packing slip is not working properly. All of my packing slips for the past few days have included only the following information: item title, item number, seller ID, and canned eBay message.

There is no buyer name, no buyer address, no seller name, no seller address. I use the buyer names and addresses on packing slips to make sure I ship out the right items to the right buyers. It's also useful if anything happens to the outer label.

This new packing slip, missing all this vital information, is completely useless. Are there any plans to fix it? I know that others have reported issues with the new packing slips, but for some of us, there's no point in using this incomplete packing slip.

Hi @emerald_door, can you get screenshots of the issue you are describing? We haven't seen examples yet where the buyer name, buyer address, seller name, or seller address are being excluded. We've reported other concerns which are being worked on, but I want to make sure what you are describing is also passed along!

carlqsportscards · ‎06-24-2020

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

brian@ebay · ‎06-24-2020

@mam98031 wrote:

I've noticed this problem before, but just thought it was a fluke. But now it seems odd to me. Why does Ebay send some emails to my email account only and some to My Messages only and some go to both? How is this being determined.

I find it confusing and it is way to easy to miss something. I get it that I can set in my Site preferences certain notifications to come to my email address. But I'm not talking about those.

A couple of good recent emails were: The Thank you email from Ebay a couple weeks ago giving Store owners and additional Shipping supply coupon. Some of us received it in at our email address ONLY and other sellers received it in My Messages only. This should have been IMHO to both for all sellers.

Then today I took care of that red letter notification on my Seller Hub that said I needed to verify my bank account for MP. So I took care of this. I got an email saying it was all taken care of but it only went to My Messages and not to my email address.

This IMHO causes us to miss important messages from time to time. Can we get some consistency to this or is it something I've done that creates this issue?

I don't have much insight into what determines if an email goes to My eBay Messages and/or registered email address. I'll pass this feedback along though. Thanks @mam98031!

Brian,
Community Team

tyler@ebay · ‎06-24-2020

@lesctag wrote:

I have to ask, what is more upsetting to you and ebay.

1. Ebay Buyers (whom you say you want to make safe) purchasing counterfeit reprinted sports cards for $500, $ 600, and over $ 700.

2. A seller who has sold over 500 copies of a reprinted counterfeit sports card and keeps selling more with more currently active auctions.

3. Multiple sellers who have sold a numbered # 20 of 25 reprinted counterfeit sports cards over and over again, somewhere 50 to 100 of the same # 20 of 25, and these have sold for $ 200 to even $ 730. (some a few dollars)

All these things are currently going on on ebay.

Hi @lesctag - we don't allow the sale of counterfeit items, so all of those situations are concerning. While we'd encourage you to use the 'report this item' link on items you feel are in violation, I'll send a follow up message for more detail. Keep an eye on your inbox!

Tyler,