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!
@eleanor*rigby wrote:
But brittanie@ebay--you just got here!
I hope this is good news for you, but it's sad news for the Community. 😥 Best of luck!
@eleanor*rigby - It feels like it! It's definitely a bittersweet moment for me. I absolutely have loved the Community and the team, but I am very excited to be moving into tech and expanding my repertoire. 🙂 I will miss our chats!
@rosevelyn wrote:
Dear Tyler, Brian, and Brittanie,
This hour on community chat may end without receiving your assistance.
I need help urgently in retrieving 64 listings that I inadvertently deleted within the past hour or so and I am being told by customer care that there is no way I can talk to someone in "the back office".
Not too long ago I was able to undelete listings that I had just deleted. Undeleting is a necessary function--it is not a nice to have option. The option no longer exists.
All of the information published on the boards and in speaking with customer service states that we can no longer undelete listings that we deleted.
Please help!!
@rosevelyn I'm sorry to hear that! My understanding is that deleted items can't be recovered, but it's worth checking the Unsold section under 'Not relisted' to see if the items were moved there.
@bimmerpc1 wrote:
We use eBay's Global Shipping program.
Today a customer alerted us that an item that they had purchased from us using Global Shipping was blocked from entry by their country's customs authority.
The customer kindly sent a picture of the paperwork from their government.
We were alarmed to see that we are listed as the shipper. We are not the shipper on that leg of the journey. eBay and Pitney Bowes take title of the merchandise once it is delivered to the Global Shipping center. It is then re-shipped at eBay's expense from there. We have no control over what carriers and methods eBay uses for international delivery. And to the concern of our customer - we have no ownership of the item or ability to request the parcel back in order to issue a refund.
Why is eBay falsifying sender information on Global Shipping program sales?
@bimmerpc1 - I am sorry to hear you ran into these issues with a shipment. As we're not able to look into account/transaction details here, I would recommend contacting customer service directly for further assistance, as they'll be able to access more information on what's going on with this transaction and have next steps for you since the item has been refused. When logged into your account, go here and select the option at the bottom for assistance.
@pursesbrasplusmore wrote:
I have had more unpaid buyers at one time since ebay updated the unpaid item policy (today is day 4 on the most recent one). The policy I find on ebay help states "Sellers don't need to op
en unpaid item cases any longer. Instead, orders can be canceled if a buyer hasn't paid within 4 calendar days." I thought I was to cancel it, but ebay auto canceled the last unpaid item. Will you please give detailed step by step instructions on what the seller is supposed to do and when the seller is supposed to do it ? Also, how to cancel / get back any fees that were incurred because the buyer did not pay. Words like "can" and "may" do not tell me what to do. If ebay is going to auto cancel, the policy needs to state ebay will auto cancel the order 4 days (96 hours) after winning bid, offer is accepted, or BIN purchase time or whatever.
Also, I would like to see a copy of what the buyer is sent from ebay when they have not paid. Thank you!
Hi @pursesbrasplusmore - happy to help! The cancellation for non-payment will match your old 'Unpaid Item Assistant' settings if you had that set up (you can check that manually here).
If you have it set up to automatically cancel, there's nothing that you need to do, the system will take care of the cancellation automatically, as well as relist the item if that setting is active.
If you do not have the automatic cancellation set up, you can follow these steps to cancel:
- Go to Seller Hub
- Locate the order you want to cancel
- From the more actions drop-down menu, select Cancel order
- Choose a reason for the cancellation and select Continue to finish
- If you do want the item to get automatically relisted, uncheck the 'relist item after cancellation' box
If eBay manages your payments your fees are not charged until the buyer pays, so there will not be a fee credit for non-paying buyers (because no fee was charged). If your payments are not managed by eBay then you would be issued a credit for your fees automatically when the cancellation for non-payment is sent.
Here's a copy of the email sent to buyers:
@coffeebean832 wrote:
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.
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.
@coffeebean832 - This is something we continue to provide feedback to that team on, but unfortunately, we do not have an updates about any changes.
@clarkphilatelics wrote:
Hi @clarkphilatelics - I'm sorry that you were disappointed in my reply. Unfortunately I'm not certain exactly what question you would like me to address. I have shared your concerns with the appropriate teams internally, but if what you are asking me for is permission to send an item via a shipping service that it doesn't qualify for I can't do that.
@donsdetour wrote:
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.
@donsdetour - Thank you for voicing your concerns on this. Our policy on nude art can be found here.
@bimmerpc1 wrote:
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".
Hi @bimmerpc1 - the 'Order details' column in the 'Paid and shipped' section of your Seller Hub (Seller Hub>Orders>Paid and Shipped) should have the link you're looking for. You can click on the order id and it will take you to a transaction details screen. That will give you the Purchase and Shipping details, as well as a link to the item that was sold. You can click the item title and it will take you to the snapshot of the item that was sold.
@bhgadmin1 wrote:
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.
@bhgadmin1 your husband will need to contact customer service by going here and selecting 'Contact us' at the bottom of the page. In the popup select 'See more' and select 'contact an agent'.
@lacemaker3 wrote:
I have been trying to help Global Sellers (those who are not located in the USA, and are listing on eBay.com eBay USA) especially those who are located in countries that will be using a Payoneer account for Managed Payments to deposit their payments into. Instead of the process that we in the USA (also sellers in Europe and Australia) are more familiar with, where Adyen deposits their payments into the checking account they registered with MP.
Some of these Global sellers are having difficulty registering for Managed Payments. Mostly, this seems to affect sellers who changed their eBay account type from Business to Individual, in an attempt to prepare for MP. However, many of them are reporting that they can't register for MP because they are being told that their Payoneer and eBay accounts need to match, specifically, they have to register a Business Payoneer account, in spite of the fact that their eBay accounts were (supposedly) changed to Individual accounts to prepare for this.
Related information: it was my understanding that it was not possible to change an eBay account from Business to Individual. You could "upgrade" an Individual account to Business, but you couldn't "downgrade" a business account to Individual. Nevertheless, these sellers are reporting that they did just that. eBay.com doesn't address this issue but eBay.co.uk says it isn't possible:
https://www.ebay.co.uk/help/account/signing-ebay-account/signing-ebay-account?id=4191#section5
I asked brian@ebay about this issue, and got one response with some information. But, I asked for more info, and Brian said he would look into it, but hasn't responded again yet:
Would you please respond with more info and clarification about this point:
- Some sellers are reporting that they are being required to provide a Business Payoneer account. I understand that the Payoneer and eBay account types have to match, but some sellers are reporting that they changed their eBay account from Business to Individual, but when they register for Payoneer, they are being told that they still have to provide a Business Payoneer account, even though their eBay account was changed to an Individual account.
- Do sellers using Payoneer have to provide a business account, no matter what their eBay account type is?
- OR -- is it not possible to downgrade an eBay account from business to individual?
- If that is the case, why are these sellers being told that they can downgrade their accounts, and why do their accounts show as Individual when the MP registration response says they have to have Business Payoneer accounts to match their eBay accounts?
- Is this because of legal requirements for business sellers in their country? Possibly, if they have met certain requirements that they have to register as business sellers in their country, then they aren't being allowed to downgrade their accounts?
@lacemaker3 In these situations it sounds like the best advice to give these sellers is to call payments customer service since they have the tools to review account specific details to assist sellers.
On eBay sellers can self-identify as a business, but that does not mean they are nor do we request specific business documentation that Payoneer is required to request. The seller needs to provide the appropriate information to Payoneer according to their status (individual or business) and also ensure the information they give to Payoneer matches what they have on eBay. business = business, individual = individual. A mismatch won't work. If a seller is receiving guidance from us that they should change their account status (business or individual) it is because they are not able to provide business documentation to Payoneer.
You'll find more information here.
