eBay

brian@ebay · ‎05-05-2020

Join the Community team here at 1 PM PT on May 6th for our Weekly Chat with eBay Staff. We don't have a specific topic this week, so please bring any general questions you may have about buying or selling.

The chat will be open for questions from 1-2 pm PT, at which point we'll close thread from additional responses. After this time, we'll continue to work on responding to any queries that might still be unanswered.

If you're new to the chat, welcome! Simply Reply to this post with your question from 1-2 PM Pacific Time and we'll be happy to look into it for you.

Brian,
Community Team

brian@ebay · ‎05-06-2020

@vrykalak wrote:

eBay has a policy of ignoring the handling time set by the seller, and telling buyers to expect delivery based on the seller's usual handling time.
This is bound to cause problems, with buyers expecting to get something they need immediately, that they won't actually get until several days later.
WHY?

Why allow sellers to change the handling time, if eBay is determined to ignore it?

@vrykalak we do look at a sellers historical shipping times when calculating estimated delivery dates (EDD). If a sellers shipping time changes then the EDD should also take that into effect with time. As long as you ship within the handling time you've stated then you will be protected from late shipment defects 🙂

Brian,
Community Team

gwzcomps · ‎05-06-2020

@Anonymous wrote:
@gwzcomps wrote:
As a buyer it would be nice if we had some sort of a "Blocked Seller List". I have made the mistake of buying from someone again that I have had problems in the past. I don't feel I should have to ask a seller to block me to avoid bad experiences. I also don't feel it should be my job to track who I don't want to buy from with so many different sellers on the site.

Also when will eBay give buyers the option to toggle sales tax on and off as applicable? This is something I am able to do on Amazon as a buyer as applicable. I don't wish to have to make 2 separate accounts on eBay to handle my business buying appropriately. I generally choose to buy elsewhere to avoid the hassle of having to track eBay related use tax as a business.
Hi @gwzcomps, you are able to exclude sellers from search results if you choose through the options available to you in Advanced Search (to the right of the search button at the top of most eBay pages). We are here to support you if you have a poor experience through reporting the concerns to us, and when there is no policy violation to report you can always leave appropriate feedback about your experience.

As for sales tax, the ability to toggle this on and off when appropriate is not something we currently have planned to my knowledge but I can get this suggestion over to the team for consideration, no problem! For now you would need to create separate accounts where appropriate, or potentially research what software may be available to help you track your business purchases and to seek out advice from a qualified tax professional related to how you can best keep a record of business expenses.

Excluding them from the results would still require me to remember who they are. Not policy violations involved, but there are just some people I would rather not buy from.

I know how to handle and track the use tax as appropriate. I am just too lazy to put in the effort if there is a simpler solution. I am finding it is easier to buy stuff on Amazon that I am supposed to pay tax on due to how I can toggle it on and off. Not a lot of money worth of purchases so far, but it is around $1000 that I am sure eBay would prefer to retain. Not a huge deal on my end, but hopefully it is something that can be implemented in the future.

brian@ebay · ‎05-06-2020

@wooden_flower wrote:

brian@ebay wrote:

@wooden_flower wrote:

Hi,

Easy one for you - is it still the rule that late shipments are not corrected unless they change your status?

I have one that doesn't hurt my status, but since I never have late shipments it is irritating to have to look at it for 3 months - especially since it was a Friday purchase shipped and scanned on a Saturday 🤔

thanks!

Sue

@wooden_flower, late shipments can be reviewed for removal is needed. It's "tracking uploaded on time and validated" that we'll only review if it impacts an accounts seller level. With that said, I'm not seeing a late shipment for your upcoming evaluation (May 20th). If there is/was one then it looks like it's going to fall off this month naturally 🙂

Thanks! It is new - a 4/24 order. Maybe it corrected itself and the overview page hasn't caught up yet.

If it is still there next week, I'll ask CS to review it,

Sue

@wooden_flower feel free to tag me if it's still there and I'll be happy to look into it 🙂

Brian,
Community Team

Anonymous · ‎05-06-2020

@sugarcitysales wrote:

Hi there,

Just following up on why the selling at the variation level is reflecting zero now on the listings that were involved in the on hand issue a month ago.

I know eBay seems to think this is a separate issue from the on hands being added back in, however, it's odd that these are the same items that now have zero sales. I don't know, just trying to recapture my sales at the size level.

example item # 132076187978

when you get a solution, will it be posted here later?

Thank you

Hi @sugarcitysales, thanks for touching base! I don't have an update at this time but I will be sure to share more information when I have it, either here in one of the chats or to you directly via your email on file.

tyler@ebay · ‎05-06-2020

@gwzcomps wrote:

Out of curiosity why do SNADs count against sellers when the buyer voluntarily closes the case they opened?

Overall the returns process has become increasingly combative and negative. I miss the days when sellers were encouraged to work things out with their buyers.

Hi @gwzcomps - when it comes to Seller Performance, a return that is closed voluntarily is not counted.

It sounds like you may be referring to Service Metrics, which is a measure of all requests opened with you, and compared to similar sellers in your category. This looks at open-rates, not the outcome or resolution, and is designed to help you identify trends in requests you're receiving for different categories of your business.

If you're seeing an increase in returns that buyers are then voluntarily closing after you work with them, there may be an opportunity for you to better clarify process or a description. However, if it's a very rare occurrence, it shouldn't impact your business.

Tyler,

Anonymous · ‎05-06-2020

@rock4best wrote:

I have a question about Top Rated Sellers protection.

When you report buyer for expecting something about item which isn't in the listing or even described apposite way in the description it is easy to get your return shipping fee credit BUT nobody remove seller performance metrics for item not as described. There is no way to appeal and it is not make any sense, you gave us credit but do not remove metrics and CSR can do nothing about it. How to get that one changed?

Hi @rock4best, the process you use to request return shipping credits will also apply protections for defects and service metrics. This is the same reporting process and all applicable protections are given when you report your concerns to us. These reports are not handled by Customer Service agents that you can speak to over the phone or via email, so if you've contacted Customer Service about this situation they would correctly be letting you know that they aren't able to appeal or take action. That being said, if you have an example where you received a shipping credit but the service metric was not removed, I can look into it to make sure the correct action was taken. Feel free to provide the item number here so I can review.

windhaze · ‎05-06-2020

Good afternoon. 🙂

Just wanted to mention that your new sign in page appears broken (I have seen other posts about it so assume it's not me.)

It will only allow me to sign into this acct here but not my other one. The switch accts link even after other acct info is entered still signs me into this acct.

Clearing cookies, cache, etc makes no difference so I have to use a different browser to sign into my other acct.

And idea of when this will be fixed? It's a pain in the neck. Thanks.

Anonymous · ‎05-06-2020

@gwzcomps wrote:

@Anonymous wrote:

@gwzcomps wrote:

As a buyer it would be nice if we had some sort of a "Blocked Seller List". I have made the mistake of buying from someone again that I have had problems in the past. I don't feel I should have to ask a seller to block me to avoid bad experiences. I also don't feel it should be my job to track who I don't want to buy from with so many different sellers on the site.

Also when will eBay give buyers the option to toggle sales tax on and off as applicable? This is something I am able to do on Amazon as a buyer as applicable. I don't wish to have to make 2 separate accounts on eBay to handle my business buying appropriately. I generally choose to buy elsewhere to avoid the hassle of having to track eBay related use tax as a business.

Hi @gwzcomps, you are able to exclude sellers from search results if you choose through the options available to you in Advanced Search (to the right of the search button at the top of most eBay pages). We are here to support you if you have a poor experience through reporting the concerns to us, and when there is no policy violation to report you can always leave appropriate feedback about your experience.

As for sales tax, the ability to toggle this on and off when appropriate is not something we currently have planned to my knowledge but I can get this suggestion over to the team for consideration, no problem! For now you would need to create separate accounts where appropriate, or potentially research what software may be available to help you track your business purchases and to seek out advice from a qualified tax professional related to how you can best keep a record of business expenses.

Excluding them from the results would still require me to remember who they are. Not policy violations involved, but there are just some people I would rather not buy from.

I know how to handle and track the use tax as appropriate. I am just too lazy to put in the effort if there is a simpler solution. I am finding it is easier to buy stuff on Amazon that I am supposed to pay tax on due to how I can toggle it on and off. Not a lot of money worth of purchases so far, but it is around $1000 that I am sure eBay would prefer to retain. Not a huge deal on my end, but hopefully it is something that can be implemented in the future.

Great feedback, @gwzcomps. Though I know we are not currently considering a blocked seller list, I can share your request for potential enhancements down the line. As for the tax toggle, I'll check in with the team and ensure this is on their radar.

rock4best · ‎05-06-2020

This is the problem. It is anonymous, you can't know for which item they credit you. Three months I am getting credit for two items without mention for which one as it supposed to be anonymous and nothing changed in my metrics. I can only guess which items were credited but can't know for sure. Can you help me?

tyler@ebay · ‎05-06-2020

Hi @coinslabz26 - No errors that I'm aware of. We will remove defects and feedback related to transactions you've had with buyers we've found to be abusive, even if you were not the one who reported them. For privacy reasons we can't tell you who they were, but you may see instances where we protected you even when you weren't aware there was a cause for concern.

You can see some defect removals by reviewing your transaction defect report, however, because we proactively remove defects some are removed before they go on your report and you wouldn't see it. Thanks!

Tyler,

vrykalak · ‎05-06-2020

@vrykalak wrote:
eBay has a policy of ignoring the handling time set by the seller, and telling buyers to expect delivery based on the seller's usual handling time.
This is bound to cause problems, with buyers expecting to get something they need immediately, that they won't actually get until several days later.
WHY?
Why allow sellers to change the handling time, if eBay is determined to ignore it?

@vrykalak we do look at a sellers historical shipping times when calculating estimated delivery dates (EDD). If a sellers shipping time changes then the EDD should also take that into effect with time. As long as you ship within the handling time you've stated then you will be protected from late shipment defects

I'm sorry, but that's not the point.
If I go on vacation, and set my handling time to 10 days, I want eBay to calculate estimated delivery based on 10 days immediately, not "with time"
A disappointed buyer will (quite understandably)blame ME when the purchase does not arrive in time to satisfy the purpose of the purchase

coinslabz26 · ‎05-06-2020

@mam98031 wrote:
@coinslabz26 wrote:
Are there any known issues with the monthly seller protections summery?

I just received my monthly email summery. Mine showed that in the last month I have had 1 feedback removed and 2 defects removed.

I have not received any bad feedbacks or appealed any feedbacks.

I have also never had a seller cancelled transaction or unresolved case so there wouldn't be any defects to remove. Additionally, my seller dashboard has a congratulatory message that I have had no defects in the report. It shows 0 defects and 0 defects removed confirming that I did not have any defects to remove.
The email states it is for the last 12 months. Not the past month.

Thank you for your reply but that question was directed more towards ebay staff who is aware that they give you a 12 month summer and a "last month" summery. My question was related to the "last month" summery.

gwzcomps · ‎05-06-2020

tyler@ebay wrote:
@gwzcomps wrote:
Out of curiosity why do SNADs count against sellers when the buyer voluntarily closes the case they opened?

Overall the returns process has become increasingly combative and negative. I miss the days when sellers were encouraged to work things out with their buyers.
Hi @gwzcomps - when it comes to Seller Performance, a return that is closed voluntarily is not counted.

It sounds like you may be referring to Service Metrics, which is a measure of all requests opened with you, and compared to similar sellers in your category. This looks at open-rates, not the outcome or resolution, and is designed to help you identify trends in requests you're receiving for different categories of your business.

If you're seeing an increase in returns that buyers are then voluntarily closing after you work with them, there may be an opportunity for you to better clarify process or a description. However, if it's a very rare occurrence, it shouldn't impact your business.

I sell electronics that require the user to understand how to use what they are buying. Unfortunately due to the toxic environment eBay has created through their policies my buyers automatically assume I sold them junk when they can't figure something out. I can say with confidence that 90%+ of my SNADs are due to user error or the buyer didn't read the listing. I can start adding "Please don't buy my stuff" if you think it would help because I feel that is the only thing left I could add to my descriptions to protect my service metrics... Otherwise there isn't much else I can improve on my end short of stop selling on eBay.

tyler@ebay · ‎05-06-2020

@windhaze wrote:

Good afternoon. 🙂

Just wanted to mention that your new sign in page appears broken (I have seen other posts about it so assume it's not me.)

It will only allow me to sign into this acct here but not my other one. The switch accts link even after other acct info is entered still signs me into this acct.

Clearing cookies, cache, etc makes no difference so I have to use a different browser to sign into my other acct.

And idea of when this will be fixed? It's a pain in the neck. Thanks.

Hi @windhaze - this is a technical issue, thanks for letting me know you've been impacted too! I don't have an estimated time of resolution, but the right teams are aware and working to resolve it.

Tyler,

windhaze · ‎05-06-2020

@gwzcomps wrote:
As a buyer it would be nice if we had some sort of a "Blocked Seller List". I have made the mistake of buying from someone again that I have had problems in the past. I don't feel I should have to ask a seller to block me to avoid bad experiences. I also don't feel it should be my job to track who I don't want to buy from with so many different sellers on the site.

Also when will eBay give buyers the option to toggle sales tax on and off as applicable? This is something I am able to do on Amazon as a buyer as applicable. I don't wish to have to make 2 separate accounts on eBay to handle my business buying appropriately. I generally choose to buy elsewhere to avoid the hassle of having to track eBay related use tax as a business.

A suggestion? Make your Buying acct a Selling acct as well. You don't have to sell on it but it will give you a BBL.

I use mine to put the Sellers I never want to buy from again in-there are aren't many but being it's alphabetical and all it's easy to check before making a purchase and has saved me from buying from a Seller by mistake.

Hope that helps. 🙂