mam98031 • Volunteer Community Member • Buyer/Seller since 1999
Hello Community friends!
Join The Community Team for a one hour Chat here today from 1-2 pm Pacific Time. We will be discussing general topics this week so feel free to bring any buying or selling questions you may have 
@Anonymous wrote:
Can you please ask @long_live_the_seller to update last week's chat with answers to questions # 26, 43, and 69?
Hi @Anonymous - happy to have last week's chat reviewed to make sure that answers get out, thanks for the reminder!
@Anonymous wrote:
USPS rates are going up again in January and this time it looks like Regional Rate boxes can no longer be fudged through eBay's calculator by using a set weight (like 2lb for reg rate A).
Will the shipping calculator be updated to add Regional Rate A & B boxes? Will this happen by the time rates change in January?
Hi @Anonymous - the shipping team is aware of the upcoming rate changes and working hard to make sure that everything is ready for you in January. I don't have specifics as to what products will or won't be available at that point in time but I'll loop them in and see if I can get detail for you. 🙂
@ittybitnot wrote:
The new shipping label layout is still being developed to add the features that the old layout contains
Would it not make more sense and be more prudent to roll out the new label layout when it is ready for "prime time" with all the features working?
Hi @ittybitnot, it's easier to develop a tool if members are using it and proving feedback about improvements we can make and features we can add. We want to be sure the new layout provides the options sellers want before we retire the old layout. Ultimately, our intent is to hear what sellers want from the new layout and make needed adjustments based on that feedback.
brian@ebay wrote:
@ittybitnot wrote:The new shipping label layout is still being developed to add the features that the old layout contains
Would it not make more sense and be more prudent to roll out the new label layout when it is ready for "prime time" with all the features working?
Hi @ittybitnot, it's easier to develop a tool if members are using it and proving feedback about improvements we can make and features we can add. We want to be sure the new layout provides the options sellers want before we retire the old layout. Ultimately, our intent is to hear what sellers want from the new layout and make needed adjustments based on that feedback.
I think part of the very important point here is time of year. I understand what you are explaining and that sometimes it is best to roll something out this way, but NOT at this time of the year.
What happens far too often when things like this happen, we the sellers end up chasing our tails to fix or get around something Ebay has implemented. Which this causes seller time loss from developing new listings for the holiday season, enhancing current listings, customer service and so much more. Our valuable time is being spent trying to figure out HOW we can work within the new process Ebay has given us to deal with.
This costs both the seller AND Ebay real money. We can't get things posted for sale and therefore we can't sell the stuff.
@mam98031 wrote:
tyler@ebay wrote:
@mam98031 wrote:
When a buyer files a SNAD/INAD saying that the seller had shipped the wrong item, when in fact they didn't as is evidenced by the purchase record. Why is that claim allowed to stand? Why can't a seller get that SNAD/INAD closed and removed from their SNAD count records.
More specifically I have a buyer order a 3.4 Oz bottle of ABC cologne. I ship the 3.4 oz bottle. The buyer acknowledges they have recieved the 3.4 Oz bottle, but insists they ordered a larger size. The purchase record as well as the payment records shows the buyer purchased and paid for the 3.4 oz bottle. With such clear proof that the buyer made the error, why won't Ebay help the seller with such claim?
Hi @mam98031 - happy to elaborate on this; if a buyer requests to return the item, and you offer returns, we'd expect you to honor that request regardless of whether or not you agree with the reason. If one of your customers states the item does not match the listing description, even if their comment would indicate that they simply misread the listing, we would err on the side of caution and authorize the return. In the past, we were able to override the return reason but found that this often times led to inaccuracies. Since the buyer is in possession of the item, we will refer to the reason they selected for the return when making a decision. If there indications that the buyer is attempting to abuse our returns program, this can be reviewed in specific detail with Customer Service.
Service Metrics look at the rate of opened Not As Described returns, even those that may be questionable. If we have reason to believe a buyer has a history of filling questionable returns those requests are automatically excluded from your Service Metrics calculation. If we don't see a history of abuse, we don't have reason to make any adjustments and all returns would be counted. As all sellers will receive some returns like this the peer metric benchmark will reflect that average and ensure you are not unfairly impacted.
Depending on the specifics of the situation and your concern, however, it may be worth contacting CS to review the details. Thanks!
I do understand that. But for sellers with No Returns, or a 30 or 60 day return policy w/ buyer pays shipping, if it is filed properly it would be a Buyer's Remorse Request NOT a SNAD.
I should have mentioned that this situation came about from a Variation Listing. Ebay's purchase record on this purchase showes that it was the buyer that actually purchased / selected the 3.4 ounce. The buyer acknowledges that they received the 3.4 oz but then files a SNAD for not as described because they wanted a larger size.
As a seller, I would still process this to be in the best interest of my customer. BUT we should have a way to get something that is a clear as this type of situation, supported by Ebay's own records, from a SNAD To a BR. It is completely unfair to sellers not to allow this.
I get it that many cases are not crystal clear. But a situation like this could not be more clear. So why won't Ebay help the sellers?
Hi @mam98031 - appreciate your input and additional detail on this.
While I understand you consider it to be clear, from our perspective we do not consider it to be clear. I'm only able to reiterate that we will look at the return reaston selected to determine what is appropriate in a return request unless there is evidence of abuse.
@mam98031 wrote:
brian@ebay wrote:
@ittybitnot wrote:
The new shipping label layout is still being developed to add the features that the old layout contains
Would it not make more sense and be more prudent to roll out the new label layout when it is ready for "prime time" with all the features working?
Hi @ittybitnot, it's easier to develop a tool if members are using it and proving feedback about improvements we can make and features we can add. We want to be sure the new layout provides the options sellers want before we retire the old layout. Ultimately, our intent is to hear what sellers want from the new layout and make needed adjustments based on that feedback.
I think part of the very important point here is time of year. I understand what you are explaining and that sometimes it is best to roll something out this way, but NOT at this time of the year.
What happens far too often when things like this happen, we the sellers end up chasing our tails to fix or get around something Ebay has implemented. Which this causes seller time loss from developing new listings for the holiday season, enhancing current listings, customer service and so much more. Our valuable time is being spent trying to figure out HOW we can work within the new process Ebay has given us to deal with.
This costs both the seller AND Ebay real money. We can't get things posted for sale and therefore we can't sell the stuff.
Hi @mam98031 - this insight is good, and something we can make sure the label team hears. Thanks!
@goodluckselling wrote:
brian@ebay wrote:
Hi @goodluckselling, I'm happy to pass along your feedback! The new shipping label layout is still being developed to add the features that the old layout contains. Because of this, we intentionally left the option to use the old layout to ensure sellers have any options or features that may not currently be present in the new layout. You'll find the link to change to the old layout in the upper right of the shipping label page. Thanks for your feedback!
We should not have to jump back and forth from old to new and back again. The holiday selling season is well on its way and for eBay to start opting in and making changes during this time frame shows little respect for your sellers and buyers.
You should have the new layout working properly before you start opting in sellers without there knowledge. You should not be doing this during the holiday selling season. If you could not get it working properly before we hit this time frame then you should wait until after. This push and push and push to get all these things live on the marketplace all of which have issues that you eventually will take care of is defeating and deflating to sellers and our abilities to operate within your boundaries.
Please forward this post to the President of the marketplace office. I can not understand how eBay thinks releasing half working new features and auto opting in sellers is a positive step forward? We are tired of your actions, and your inability to do what seem like anything correctly?
We get it! eBay is a very advanced and technical platform and there are bound to be issues with new features and this is why sellers do not understand why the CEO would allow these changes to happen during the busiest time of year?
This is why eBay is failing to create the dynamic marketplace you talk about and act like is happening, but the reality seems to be that you have Grand Ideas without the know how to fulfill them?
Good Luck Selling!
Hi @goodluckselling, we're going to have to agree to disagree. The product does work properly and is functional. Many sellers find that the new layout offers the features they need. However, we understand that there are also many sellers that would like the features currently only found in the old product, which is the reason we've left the old layout available. In the past, we've released some products that did not entirely meet sellers expectations. In those situations we did not leave the option to use the old product. Based on feedback from those situations, we made the decision to develop the new label flow with sellers' feedback front and center of our design while ensuring the old label flow and it's features remain available. While I understand there may be some frustrations cause by this approach, we ultimately believe it's the best way to get the new label flow in a place that satisfies sellers needs while also proving the old label tool during this process.
