Community Chat, Nov 22th @ 1pm PT - General Topics

[doug@ebay]

Hello Community, 

tyler@ebay, brian@ebay and I will be manning the chat today! 

This week we will discuss general topics, so please share your buying & selling questions. 

Thanks!

[chrysylys]

The Selling board is also seeing more and more complaints about the Best Offer issue (being added without seller action).

[tyler@ebay]

---

@golfingaddict wrote:

Hello

doug@ebay

tyler@ebay

brian@ebay

Happy Thanksgiving

I am having difficulty getting help from customer support regarding feedback detailed seller ratings.

For some reason ebay is not graying out the "communication" detailed seller rating star and now ebay buyers that I have not had outside communication with are leaving me undesired ratings.

The policy states that:

To give you credit for transactions where a buyer doesn't need to contact you, you'll automatically receive a 5-star communication detailed seller rating if:

• You specify either same business day or 1 business day handling and upload tracking information within 1 business day.

• There are no buyer- or seller-initiated communications in eBay Messages

• There are no requests for contact information between you and the buyer.

• There are no refund requests or PayPal Purchase Protection cases open for the transaction, and the buyer hasn't reported that the item wasn't received.

  Since the new feedback page redesign, this policy is FAILING

  I would like to see this corrected but it's nearly impossible to get CSReps to understand.

  I follow ebay rules, I expect ebay to follow ebay rules and policies.

  thank you.

---

Thanks for the call out @golfingaddict - I'm not sure why that would be. I'll reach out for more info and an example in just a moment so we can get it reported!

[tunicaslot]

First off - wishing you two and the rest of the team a Happy Thanksgiving!

I've noticed a couple of situations that  up on the boards lately that are very upsetting to buyers and is alienating them. As a buyer and seller for 20 yrs here - I've experienced it myself and am appalled at the info delivered to us by the blues when the threads are on these topics.

We have seen many threads wherein the buyer is charged for priority shipping with the listing specifically stating priority - only to have their package arrive parcel or first class and from what we have been told - as long as the item gets there in the specified time - it's not a concern of Ebays. Well it should be as if priority shipping is charged than the buyer has the expectation that what they pay is for priority shipping - not first class or parcel and that seller is then pocketing the extra funds which in my eyes is wrong. Whether the item is indeed delivered within that specified time period - the seller made a commitment through his listing to ship a certain way. It's one thing if both seller and buyer agree that a package may be better sent ground vs air - but that is something that is decided between both parties.

The second problem which I've experienced and I see it only getting worse during the holidays is people drop shipping from Amazon and abusing their personal prime accounts. We know that some sellers have Prime accounts for Business with Amazon and also warehouse their items there so if they sell on Ebay - a buyer may receive the item from Amazon fulfillment. But lately many sellers are just dropshipping from Amazon using their Prime account which is against the rules for personal Prime. I reported one such seller to Amazon and they did take notice and gave me a $15 credit there. Many buyers do not like Amazon and do all their shopping on Ebay. They are very discouraged to receive an item dropshipped from Amazon by sellers here who do not use Amazon fulfillment and they are fearful of buying anything on Ebay anymore. 

We need all the buyers we can get as sales have been extremely slow lately given the holiday season and I'd hate to see these sellers go elsewhere because of these problems.

[doug@ebay]

Thanks , @chrysylys, I will pass this on to the seller management team, and update the threads with what I hear back.

---

@chrysylys wrote:

I know it's been discussed to death, but we're still seeing  threads posted complaining about this issue and I honestly think it deserves another look by senior adminsitration. There need to be some different rules put in place to protect buyers here.

https://community.ebay.com/t5/Selling/amazon-disclosure/td-p/27772664/jump-to/first-unread-message

https://community.ebay.com/t5/Bidding-Buying/Drop-Ship-Seller-Disclosure-Please/td-p/27698804/jump-t...

https://community.ebay.com/t5/Bidding-Buying/Sellers-should-have-to-disclose-they-are-drop-shipping-...

---

[golfingaddict]

I  had a buyer purchase an item on Friday Nov 10 at 11PM PST.  Saturday was Veteran's Day so no shipping.  I shipped the item on Monday Nov 13 and the pick up was validated in tracking on that same day.

Fast forward to this week, the buyer opened an "item not received" claim stating that the tracking showed delivered but they did not get it.  I advised them of what we could do and then called ebay to close the case.  No problem, as far as ebay is concerned I did what I need to do and the case was closed in my favor. 

Except:

In the case details, I got this note:

We received tracking information from you that shows the item was in transit or delivered to the buyer's address. However, the date scan is after your stated shipping and handling time. In the future, please ship your items as soon as possible.

I was completely shocked and blindsided.  I work very hard and I am diligent about getting my packages shipped in my 1 day handling, often in the same day as purchased.  I have NO late shipping marks.  My carrier scans everyting.

When I think back to that holiday weekend, I remember some pretty odd ship dates, shipping information regarding sales that week. 

Of course, ebay customer service said "do not worry" but if there is something going on that is thinking I am shipping late, I am worrying.  It may not be affecting me on a one off situation, but it is the big picture that we need to look at.  Something caused that note to pop up in the case details and I want to know what it is and how it will be resolved so that it does not happen again.

Thank you.

[chrysylys]

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doug@ebay wrote:

Thanks , @chrysylys, I will pass this on to the seller management team, and update the threads with what I hear back.

---

I can't find it now, but there was also a thread about some third party bulk listing tool (Bot if you will) that basically copied listings from there and posted them here by the hundreds or thousands.  The poster mentioned they had tried to contact the seller of record here and got only automated replies, as if the entire account was not operated by a human.

[brian@ebay]

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@duchess-at-speakeasy wrote:

In the Purchase History, why does the payment date keep changing?  This started about a week ago.

For example, I bought and paid for 2 BIN items on November 13.  The order wash shipped on November 15 -- now both paid and shipped dates read November 15! Delivery estimate is November 17-22 but still in transit via UPS and probably will not arrive until Satuday, November 25 or the following Monday.

Another example:  Earlier on November 13, I bought and paid for 2 more BIN items from the very same eBay seller.  This order was shipped via UPS Mail Innovations on November 17 and was delivered by USPS on November 21.  The paid date initially read November 17, then changed to November 21; the shipping date reads November 17.

Since I have had no sales since September, I cannot say if the "Sold" section in My eBay also reflects these errors.  But something needs to be fixed!

~~C~~

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Hi @duchess-at-speakeasy, that's really strange. I'd like to review some examples so I have a better idea of what is happening. I'll send you and email after the chat with more information.

[llllady]

---

@chrysylys wrote:

I know it's been discussed to death, but we're still seeing  threads posted complaining about this issue and I honestly think it deserves another look by senior adminsitration. There need to be some different rules put in place to protect buyers here.

https://community.ebay.com/t5/Selling/amazon-disclosure/td-p/27772664/jump-to/first-unread-message

https://community.ebay.com/t5/Bidding-Buying/Drop-Ship-Seller-Disclosure-Please/td-p/27698804/jump-t...

https://community.ebay.com/t5/Bidding-Buying/Sellers-should-have-to-disclose-they-are-drop-shipping-...

---

Long way to go to catch up on the number of threads and complaints about scammers, a far more egregious and real problem.

[tyler@ebay]

---

@mam98031 wrote:

 The below is from last weeks Chat:

Options

 tyler@ebay

@re: Community Chat, Nov 15th @ 1pm PT - General Topics

in reply to mam98031 11-15-2017 01:33:41 PM

@mam98031 wrote:

I have my first return for buyer’s remorse within the new return system.  I received the email from Ebay regarding it on November 9th.  The email was really lacking in details which IMHO sellers have the need to know.   I could not see the reason why the buyer wanted to return the item, even when I clicked on the “View return details”.

Instead the screen asked me to verify my return address [as I have a couple in my set up] and I needed to assign an RMA [which I have in my return preferences].  Once I did that, it came to a screen that gave me the details of the Request for return.  I could then see what the buyer wrote as an explanation.  It also told me what the Estimated refund amount would be if returned.

The Estimated Refund amount was less the original shipping.  So I ask is Ebay going to allow sellers to keep the original shipping charge on Buyer Remorse returns.  Or was this merely and oversight or omission on Ebay’s part?

Also if Ebay is going to allow sellers to keep the original shipping charge, how will Ebay apply this when you have Free Shipping on the item purchased and returned?

Another thing is that Ebay does not provide the seller with the tracking number on the return label.  Why? 

The Request for return does NOT show up on or in the Resolution Center at all.  Not when the buyer filed one and not after I confirmed it.  The only way to view what the status of this is to go through the link provided in the original email, so don’t lose or delete that email.  This seems problematic to me.  And it is only through the original email link that you can see if the buyer has shipped the item.  At the top it has a graphic that shows 4 steps. 

1. Return Started
2. Item Shipped
3. Item Delivered
4. Refund Sent

On mine only number 1 has a green check mark, so I assume the buyer has not yet shipped the item back.  The screen also tells me that the buyer a few more days to actually mail the thing, which is fine, they should be allowed a little time to actually mail the item.  I get that.

I just don’t understand the limited information provided by Ebay or why it is selectively doled out to us.  This is our customer and our financial transaction.  We have every right to complete details regarding the process from start to finish, yet Ebay is selectively giving us info.  Why does Ebay feel this is appropriate?

Howdy @mam98031 - Thanks for this feedback and info on the formatting process. 

When it comes to the estimated refund field, in a remorse return you are able to withhold original shipping. If a member offers free shipping they would only be able to recoup that shipping cost with a restocking fee. 

For labels - if a buyer uses an ebay label a tracking number should be uploaded as soon as the buyer prints one out. If they are using their own shipping label we give them a certain amount of time to provide proof it is on its way back to you.

Returns should always be visible for you in the Seller Hub>Orders>Returns. I'll get it reported that it's not showing up in the Resolution Center either.

Definitely don't want you feeling like you're being kept in the dark - we want you to feel informed throughout the entire process. In the example you provided what more information could we get to you? Happy to make the suggestion!

************************************************************************************

Last weeks chat completed before I could ask a couple more things about this new process.

1.  If you offer Free Shipping on the order that is returned for BR.  I understand what was explained above that Ebay will allow the seller to keep the actual carrier cost plus a restocking fee if the seller charges one.  WHAT IF the seller does not do their labels in Ebay or PP?  How does Ebay know what my cost is for shipping if I don't use Ebay's system?

2.  As described above, I have a current return case going on.  To date, the buyer has not shipped the item back per the details of the request.  I of course don't know if they chose to ship it on their own without using the label.  But either way, the item has not yet been returned.  The case says that if the buyer does not ship the item back / upload tracking, Ebay "MAY" close the request by November 17th [which obviously was several days ago].  As of this moment the request has not yet been closed.  Why not????  I want it closed.  Does this mean that I have to take the time to call each time this happens so that Ebay will complete what they said in the request they will do?  Why do I have to put in even more of my time into calling to get this closed when it should be relatively automatic?

With all respect to the TERRIFIC CSRs here.  The same is just not true far too many times when calling Ebay.  Things have to get explained and explained to the CSR.  They may still not understand and it can cause even more explaining plus the loss of a good chunk of time to get a simple thing resolved.  As a seller, I don't want to have to go through this every time.  It is a waste of my time, especially at this time of year when I should be listing new things and servicing my customers.  Please advise.

---

Good follow up questions @mam98031 - I'll address by number:

1. In a remorse return situation you would be able to withhold charged shipping from the refund to the buyer, and any restocking fee stipulated in the listing. If you use 'free' shipping, you wouldn't be able to withhold an additional amount as the buyer was never charged anything, this is where the restocking fee comes into its own.

2. A return request will stay open for up to 30 business days from the last action taken before it will time out (at which point we would close it). In this situation you'd want to escalate it to us for review, as we would typically find that in your favor. I realize that this is another piece of work for you in this busy time, but that's the quickest way to resolution. You could always message us on Facebook or Twitter and our teams there could work to help to save you a call!

[tyler@ebay]

@mam98031 wrote:

I have my first return for buyer’s remorse within the new return system.  I received the email from Ebay regarding it on November 9th.  The email was really lacking in details which IMHO sellers have the need to know.   I could not see the reason why the buyer wanted to return the item, even when I clicked on the “View return details”.

Instead the screen asked me to verify my return address [as I have a couple in my set up] and I needed to assign an RMA [which I have in my return preferences].  Once I did that, it came to a screen that gave me the details of the Request for return.  I could then see what the buyer wrote as an explanation.  It also told me what the Estimated refund amount would be if returned.

The Estimated Refund amount was less the original shipping.  So I ask is Ebay going to allow sellers to keep the original shipping charge on Buyer Remorse returns.  Or was this merely and oversight or omission on Ebay’s part?

Also if Ebay is going to allow sellers to keep the original shipping charge, how will Ebay apply this when you have Free Shipping on the item purchased and returned?

Another thing is that Ebay does not provide the seller with the tracking number on the return label.  Why? 

The Request for return does NOT show up on or in the Resolution Center at all.  Not when the buyer filed one and not after I confirmed it.  The only way to view what the status of this is to go through the link provided in the original email, so don’t lose or delete that email.  This seems problematic to me.  And it is only through the original email link that you can see if the buyer has shipped the item.  At the top it has a graphic that shows 4 steps. 

1. Return Started
2. Item Shipped
3. Item Delivered
4. Refund Sent

On mine only number 1 has a green check mark, so I assume the buyer has not yet shipped the item back.  The screen also tells me that the buyer a few more days to actually mail the thing, which is fine, they should be allowed a little time to actually mail the item.  I get that.

I just don’t understand the limited information provided by Ebay or why it is selectively doled out to us.  This is our customer and our financial transaction.  We have every right to complete details regarding the process from start to finish, yet Ebay is selectively giving us info.  Why does Ebay feel this is appropriate?

Howdy @mam98031 - Thanks for this feedback and info on the formatting process. 

When it comes to the estimated refund field, in a remorse return you are able to withhold original shipping. If a member offers free shipping they would only be able to recoup that shipping cost with a restocking fee. 

For labels - if a buyer uses an ebay label a tracking number should be uploaded as soon as the buyer prints one out. If they are using their own shipping label we give them a certain amount of time to provide proof it is on its way back to you.

Returns should always be visible for you in the Seller Hub>Orders>Returns. I'll get it reported that it's not showing up in the Resolution Center either.

Definitely don't want you feeling like you're being kept in the dark - we want you to feel informed throughout the entire process. In the example you provided what more information could we get to you? Happy to make the suggestion!

************************************************************************************

Last weeks chat completed before I could ask a couple more things about this new process.

1.  If you offer Free Shipping on the order that is returned for BR.  I understand what was explained above that Ebay will allow the seller to keep the actual carrier cost plus a restocking fee if the seller charges one.  WHAT IF the seller does not do their labels in Ebay or PP?  How does Ebay know what my cost is for shipping if I don't use Ebay's system?

2.  As described above, I have a current return case going on.  To date, the buyer has not shipped the item back per the details of the request.  I of course don't know if they chose to ship it on their own without using the label.  But either way, the item has not yet been returned.  The case says that if the buyer does not ship the item back / upload tracking, Ebay "MAY" close the request by November 17th [which obviously was several days ago].  As of this moment the request has not yet been closed.  Why not????  I want it closed.  Does this mean that I have to take the time to call each time this happens so that Ebay will complete what they said in the request they will do?  Why do I have to put in even more of my time into calling to get this closed when it should be relatively automatic?

With all respect to the TERRIFIC CSRs here.  The same is just not true far too many times when calling Ebay.  Things have to get explained and explained to the CSR.  They may still not understand and it can cause even more explaining plus the loss of a good chunk of time to get a simple thing resolved.  As a seller, I don't want to have to go through this every time.  It is a waste of my time, especially at this time of year when I should be listing new things and servicing my customers.  Please advise.

[vrykalak]

---

@mallontown wrote:

Ebay email message glitch "how Badly do you want ..................

I receive these messagess and I am the seller of the item and Ebay keeps sending me these annoying messages whenever my best offer reply price to a cusomer is declined or buyer not responds to my offer.

How hard is it to get a simple email correct?

Here is the title of the message ebay sends

How badly do you want (Product)

I don't want the product as I am selling it and am getting tired of this message repeatly every day

---

@I got a couple of those. As @mallontown says, because there was an offer that was declined or ignored by the potential buyer.
I also get loads of emails, and sidebars in my listings, telling me there's a deal on something I'm selling...that I searched for in order to establish a price point.

If I have some item on my BUYER page, I want to know when it's on sale. 
If not, I only looked it up because I want to sell it, and continued offers to buy it are annoying.
Is there any way, to turn off offers to buy stuff if I haven't asked for it on my Saved Searches page or my Buyer page?

[vrykalak]

Can't get to the second page of comments.
The links at the bottom aren't there today. 
Is it just me, or are others having this problem?

[tunicaslot]

meant to say buyers going elsewhere - sorry.

[llllady]

Why do we have to scroll to the top of a thread to get to the next page?  What happened to the page numbers on the bottom? 

[doug@ebay]

Hi @mallontown, thanks for pointing this out. I'll pass it on to the email team and ask them to look into it.

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@mallontown wrote:

Ebay email message glitch "how Badly do you want ..................

I receive these messagess and I am the seller of the item and Ebay keeps sending me these annoying messages whenever my best offer reply price to a cusomer is declined or buyer not responds to my offer.

How hard is it to get a simple email correct?

Here is the title of the message ebay sends

How badly do you want (Product)

I don't want the product as I am selling it and am getting tired of this message repeatly every day

---

[papermoneyforme]

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@vrykalak wrote:

Can't get to the second page of comments.
The links at the bottom aren't there today. 
Is it just me, or are others having this problem?

---

You now have to go back up to the opening post and it is just below.

Another stupid change for the worse