eBay

brittanie@ebay · ‎06-30-2021

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!

Brittanie,
Community Team

bimmerpc1 · ‎06-30-2021

@my-cottage-books-and-antiques wrote:
I have my own return postage question: I received a return today. I used ebay labels when I shipped it, and the buyer used an ebay return label per my free returns policy. The label on the returned package says "No postage necessary" because, of course, I had paid it, the buyer didn't have to. BUT....where in Seller Hub/Managed Payments do I find the amount I paid?

It bills through Payments and comes out of a Payout... Search the item number in Seller Hub -> Payments -> All Transactions.

jonathankirkland · ‎06-30-2021

@ittybitnot wrote:
The ONLY think I could enter was the tracking number. There was no comment field.

@mam98031

The "Payment Disputes" (aka chargebacks) that allow only a tracking number are for INR or Doesn't Recognize the charge (or once in a while Unauthorized Transaction (which is apparently different from the Doesn't Recognize charge, and not to be confused with the old PayPal Unauthorized use).. .

SNAD disputes are one of the the ones that allow only one photo in a sellers defense, with no comment field. Previously, one could "stitch" together photos and text for that ONE picture opportunity, but recently that has changed so that a seller must choose a photo from their listing instead. There is no seller input on these, and if the buyer has bypassed the eBay dispute system there is no place to even suggest "return for refund". No explaination is allowed. You either refund and let the buyer keep the product or take your chances with your one photo. Yes, it is indeed not adequate at all.

brian@ebay

As you can see from the multiple responses here, the information provided in the link you gave is a bit misleading and indeed lacking, to say the least. The system as it currently stands is extremely flawed and bare bones. It needs to be overhauled.

Why in some instances is there only a box for one picture to be selected, and that the picture must be selected from your listing? What possible use is that?

Again I reiterate that ebay is not being helpful at all to sellers when it comes to these chargebacks and is defaulting to the buyer in most cases, even when the correct proof "IS" provided.

Please see this recent thread on the seller forums: https://community.ebay.com/t5/Selling/Buyer-received-2000-item-disputed-with-bank-and-eBay-ruled-in/...

This is just one example of MANY where it seems the seller did everything they were supposed to and STILL lost the chargeback.

This is unacceptable!

clarkphilatelics · ‎06-30-2021

@Tyler

I was disappointed by your response to my question last week. To be specific, this was very disappointing:

"I can't tell you to intentionally misuse First Class Mail International, so I wouldn't advise that you send something FCMI if it should be sent First Class Package International."

Before the UPU edict prohibiting use of First-Class Mail International for merchandise, it was possible to mail low and moderate cost lightweight items in First Class Mail. I auction color slides of railroad subjects starting at $6. While some slides may sell for 5 to 50 times the start price, many sell at the start price resulting in an average price of fifteen to twenty dollars. I also sell postage stamps for collectors. Most stamps sell for under twenty dollars.

Your comment suggested that instead of paying $1.41 for a rigid mailer, are you suggesting that I should pay eight to twelve dollars to send items First Class Package International or through a third-party service like PirateShip? Why would any pay between 30 and 150 percent of the sale price for shipping for an item selling for six to twenty dollars? Add 22% VAT to the mix and it becomes toxic.

I am concerned because the UPU prohibition may not apply to sellers in some or most foreign countries. If this is accurate, why is eBay not advocating for sellers based in the United States?

Is eBay ready to write off a significant percentage of foreign sales for US based sellers?

Re: Community Chat, June23 @ 1:00 pm PT - General Topics

(1feedbacks) View listings

@clarkphilatelics wrote:

When eBay starts collecting VAT for the European Union on July 1st, I expect remaining offshore sales, already decimated by COVID to disappear. I do not believe that buyers will be able to compete with US buyers for lower priced items with US customers. Collectibles costing a few dollars will no longer be attractive to offshore buyers faced with the double whammy of VAT and the cost of tracked shipping. While technically not allowed, small lightweight items could be sent by First Class Mail International for a fraction of the cost of a First-Class Package International or various mail consolidation services. Will collecting VAT introduce new risks for items shipped "under the radar" by First Class Mail International?

One customer already complained about a consolidated shipment. Was a tariff added to the VAT because the customs label printed by the forwarder was not correctly interpreted?

Where was eBay when shipping merchandise by First Class Mail International from the US was prohibited?

Could eBay provide resources to help sellers fill out customs forms with correct HS codes?

How much business will be lost after July 1st? Does anyone at eBay care or have a plan to make it possible for sellers of lower priced items to continue selling internationally?

Hi @clarkphilatelics - I hope that you're incorrect and that you see business continue to the EU!

I can't tell you to intentionally misuse First Class Mail International, so I wouldn't advise that you send something FCMI if it should be sent First Class Package International.

The new EU VAT rules consider the value per consignment, not per item. So if a customer purchased multiple items from you in a single checkout the payable VAT will be calculated from the final transaction amount including shipping and other handling costs.

When it comes to filling out customs forms, I can make that suggestion but there isn't any resources I can find that provide that type of information on eBay currently.

Tyler,
Community Team

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Edit: a reply to your comments can be found here

brittanie@ebay · ‎06-30-2021

@coffeebean832 wrote:

Can we please get some assistance with this feedback issue? It's been going on since June 12th. I reported to CS on facebook a couple weeks ago and all they said was that they reported it to the tech team and there isn't a workaround- and that maybe it was an issue on the seller's end (as if I was the buyer- even though I made it clear I was the seller and even posted screenshots).

https://community.ebay.com/t5/Selling/Can-t-enter-feedback-on-multiple-item-sales/m-p/32013017#M1783...

@coffeebean832 There's an open tech ticket for this, but there isn't an estimated time until it's fixed. I'll make sure anyone who reported in the thread is added to the ticket.

Brittanie,
Community Team

coffeebean832 · ‎06-30-2021

Can we please get an update on the inability to add/delete/move store categories? Brian said he would push for an update a month ago. This issue has been going on for a year.

https://community.ebay.com/t5/Selling/categories-quot-you-cannot-delete-category-until-we-ve-complet...

It's (in my opinion) unacceptable that we pay for stores but cannot perform such a basic store function and eBay doesn't do a thing to fix it.

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Edit: A reply to your post can be found here

bhgadmin1 · ‎06-30-2021

Hi. Is this the place to address how to get account reinstated. It was suspended after I made a purchase (when product was clicked on it re-directed to seller webpage and purchase made from that page. Right after that, the account was suspended. No notification email from Ebay. We saw user name listed is NOT name on account. Just need to know what happened an how to get account reinstated. It is my husband's account not mine.

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Edit: Reply to this post can be read here

bimmerpc1 · ‎06-30-2021

Another question: in the old My Ebay, there was a way to access a page that took a snap shot of a transaction and the listing when the item was sold, including all of the photos and the description.

Where has this functionality gone in Seller Hub? It was called something like "Order Details" or "Item Details".

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Edit: A reply to your question can be found here

donsdetour · ‎06-30-2021

Have you done anything with the new promotion of Andy witch has porn.... Oh excuse me Art with phallic, etc. open to anyone looking at eBay??

Again a not very thought out thing for eBay to do.

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Edit: A reply to your post can be found here

mam98031 · ‎06-30-2021

@a_c_green wrote:
@mam98031 wrote:
When a Chargeback is filed [buyer files a claim with their Credit card] those options do NOT exist. The ONLY thing you can enter is a tracking number. Depending on the reason for the chargeback that frequently is NOT enough info for Ebay and/or the CCC to have to accurately resolve the Chargeback.
???

I know that. That's what I am arguing in favor of. I get the impression that you read my argument the other way somehow.

I was mainly saying that a lot of what's listed on the referenced Help page is easy for eBay to obtain anyway; it's the fact that the seller doesn't get to submit a written response of his choosing that makes the dispute process so one-sided and indefensible.

SORRY! I did misread that. Thank you.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

tyler@ebay · ‎06-30-2021

@my-cottage-books-and-antiques wrote:

I have my own return postage question: I received a return today. I used ebay labels when I shipped it, and the buyer used an ebay return label per my free returns policy. The label on the returned package says "No postage necessary" because, of course, I had paid it, the buyer didn't have to. BUT....where in Seller Hub/Managed Payments do I find the amount I paid?

Hi @my-cottage-books-and-antiques - I have been poring over this and I cannot find exactly where it's located. I'm not able to see the exact area that @mam98031 mentioned in post 39, but will you have a look at that and let me know in a separate thread?

Tyler,

brian@ebay · ‎06-30-2021

The chat is now closed. Thanks for joining us today 🙂

Brian,
Community Team

brian@ebay · ‎06-30-2021

@my-cottage-books-and-antiques wrote:

I have registered for ebay open and reviewed the agenda. Two questions:

Will we need a Zoom account to participate?

Since I can't attend all the sessions...will all sessions be available on video afterwards?

@my-cottage-books-and-antiques Zoom will not be required for eBay Open.

A selection of the sessions will be available post-event but I don't have anymore details beyond this.

Brian,
Community Team

brittanie@ebay · ‎06-30-2021

@moretreasures4you wrote:

I had a buyer win 2 auctions last week and she received an email from ebay showing "Fast and Free" on 2 calculated shipping items. I sent a combined invoice and she wanted to know why the shipping wasn't free, although it does not say free in the listing. (And she acknowledged that in fact it said buyer pays shipping on the auction listing.) Here is the email she received:

@moretreasures4you - I'm sorry to see this confusion happened with your sales. Would you mind starting a thread here and provide the item numbers (and @mentioned me) so I can take a look?

Brittanie,
Community Team

brian@ebay · ‎06-30-2021

@mam98031 wrote:

brian@ebay wrote:

@mam98031 wrote:

@jonathankirkland wrote:

With most sellers now being moved to Managed Payments from Paypal, 'chargebacks' appear to be at an all time high, and the problem is becoming more and more prevalent on a daily basis.

Why does ebay, Adyen or whomever else is responsible not support sellers by giving them a chance to present their case to the processors that are initiating the chargebacks on behalf of their customers? It seems ebay/Adyen are complicit in giving any/every payment processor carte blanche to chargeback and the seller has absolutely no recourse.

Ebay really needs to be better about supporting sellers with chargebacks. What do you intend to do about this serious, growing problem?

Just adding my voice to this concern. I am not aware that Chargebacks overall have risen for those in MP over when we were in PP. I know it hasn't for me and a few other sellers I know personally. But I most certainly have raised concerns over the lack of being able to state our position on a chargeback as the form we fill out in MP for this is inadequate at best. It ONLY allows you to enter a tracking number.

There can me so much more to be said about a specific chargeback to include emails that need to be considered inside the Ebay system. We need the ability to give OUR SIDE of the issue. But currently MP doesn't allow that. I had to call in to get some additional info on my chargebacks. No seller should have to do that. All MP needs to do is give us a field to enter information into AND THEY MUST have a real person review it and pass it on to the CCC.

@mam98031 I can definitely share this feedback with the payments team!

I already did MONTHS ago. I shared it with brian_burke@ebay .

@mam98031 and I'm positive Brian shared that feedback with the payments team at that time. I've also just shared your feedback with that team. If something hasn't been changed or updated based on member feedback then it shouldn't be taken as an indication that the Community team, including Brian B, didn't pass that feedback along. Feedback is reviewed and considered for future updates.

Ultimately, these types of changes need to be prioritized with other projects, coded, then implemented which all takes varying amounts of time. I don't know if the payments team has changes like the ones you've mentioned on their roadmap, but the feedback has definitely been shared with them.

Brian,
Community Team

brittanie@ebay · ‎06-30-2021

@mr_lincoln wrote:

Good afternoon eBay support team!

Re: Seller Hub - one month in after the closure of the Classic Pages

I will preface this post by saying none of the issues described below ever happened with the Classic pages and having had to use Seller Hub exclusively now I was rather surprised it has so many issues after all the time it has been around. I have used the Comments links on many pages, many time and for some for far longer then the past month ... yet nothing has been done.

PAGE LOADING: In all my years of being online eBay's Seller Hub's See all orders page is the ONLY page that has triggered my browser's alert that the page is slowing the browser down. Initially it was a 30-45 minute page load but ...

... eBay sped it up, now it only takes 25-30 seconds to load but still triggers the slow page loading alert. The other issue with the See all orders page is that it will NOT retain the time frame I prefer which is Current month, every time I open the page I have to change the time frame from the default 90 days to Current month ...if I check ANY thing on another page and come back to the See all orders page it is back to 90 days PLUS the long load time.

Next is the Feedback issue on multiple purchases from a Buyer. I click on this section and it opens the page to leave FB ... I use EITHER the canned eBay comments or my own but it makes no difference, It will NOT let me leave Feedback ... "We ran in to a problem ... "

And finally, general up to date sales information ... PLEASE get rid of the "Last 31 days" total sales ... the world runs on a monthly basis, eBay should too, this information is worthless because tomorrow it could be totally different, as it will be the following day and so on. It is wasting a space that could used for more pertinent information.

Trying to get an idea of general up to date real time sales information is impossible because the information is spread out worse than a Texas Cattle Ranch ... outlined info in red below ... one has to check in numerous places for information opposed to one concise spot where it all resides.

The Classic pages were FAST, Seller Hub isn't. The Classic pages had concise sales information in one location Seller Hub doesn't. The Classic pages had no issues leaving Feedback on a multiple purchase order, Seller Hub does. The Classic pages retained default display settings selected by Sellers, Seller Hub doesn't. These issues have ALL been reported more than once via the Comments links ... to no avail

@mr_lincoln - Thank you for the feedback on the Seller Hub page. I have passed this along to the correct team. We're not able to guarantee any suggestion is implemented though.

As to the feedback about getting the slow page loading message, are you running the newest version of Firefox?

The feedback error is a known issue and there is a tech ticket open for it. I'll make sure your account is added to this so they're aware you're being impacted.

Brittanie,
Community Team