Community Chat, Nov 8th @ 1pm PT - General Topics

[alan@ebay]

Hi Community, 

Please join the Community team here at 1 pm PT on Nov 8th for our weekly chat. 

There isn't a set topic this week so feel free to ask us your eBay buying & selling questions. 

Thank you. 

[brian@ebay]

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@dtexley3 wrote:

The Shipping Dealine continues to be displayed incorrectly for all shipping after the time change last Sunday.  Instead of showing 11:59PM on the correct shipping deadline date it's showing 12:59AM on the NEXT shipping day. This has been reported and explained at length in several forum messages.

If the seller is NOT using the most current version of the Seller Hub Orders screen they DO NOT SEE THE TIME they only see the DATE!  This alone should bring this issue to the TOP of the fix list!

If the seller is using the new orders page the time does display, but it's easy to miss.  The human mind is a funny thing, if we "KNOW" in our head that the deadline is the end of day for the date shown we don't "see" the time, our brain filters out the "unnecssary" details.

When the shipping deadline falls on the last business day of the week it's even worse because the bump to 12:59AM moves the delivery deadline to the next week.  So now 2 or 3 DAYS have been added to the deadline because of a one hour error.

This needs to be addressed immediately as it will affect sellers ontime shipping metrics. It's not fair to the sellers to be punished for not realizing that eBay has a serious error in how the shipping deadline is being shown.

Steps need to be taken to expunge the late shipments that are being caused by this issue.  It should not require a call to CS and should be done regardless of whether or not it affects a sellers TRS status.  It's an eBay created issue and should be fixed by eBay.

(My grumpy is showing today I know...).

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Hi @dtexley3 and @mcjbob, Trinton forwarded this issue over to our shipping team for further review. He'll provide an update when he has more information to share.

[a_c_green]

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@Anonymous wrote:

Excited to talk about what is on your mind and welcome brian@ebay to his first weekly chat! 

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Welcome aboard, brian@ebay! I'm sure they've briefed you on the need for asbestos underwear around here. (Tip: double up for added security on the Wednesday chats following a Seller Update announcement.)

Can you tell us a bit about your own selling experience on eBay? In particular, can you give us an example of how any transaction of yours seemed to be going off the rails in some way, and what you did to save it? Did you need to involve Customer Service for any reason? What was the eventual result? Is there anything that, in hindsight, you would have done differently?

[tyler@ebay]

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@golfingaddict wrote:

A few weeks ago I posted about a problem with eBay not appropriately collecting sales tax

trinton you said you would get back to us.  I have heard nothing.   

I am out out a bit of money over this.  Is eBay expecting us to just get over it?  CS. Never got back to me either

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Howdy @golfingaddict - I went through the last few chats and am not seeing that. I do see it mentioned in the recent chat with Griff, and we advised contacting CS, nothing about Trinton reaching out. Would you mind sharing the thread where that was discussed so we can get on the same page? Thanks! 

[d-k_treasures]

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@vrykalak wrote:

Thanks to whoever set up the ability to make FedEx labels in eBay...not having to go over to PayPal to use FedEx labels is a huge convenience.
Thanks for fixing the notification of promotions. I got one of them on the 4th of 5 days of the promo...but I got it!

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Hopefully you set up your own Fed Ex account and linked it .... otherwise you won't be thanking anyone.

[vrykalak]

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@dtexley3 wrote:

Bringing up this issue again:

Please consider making the "request total from seller" or "request invoice" always enabled on the Cart page. We continue to run into issues where the IPR settings, seller error (like me), Items on sale, and other reason make it impossible for the buyer to request a combined total with any shipping discounts.

The best outcome would be for the button to be fixed so it works properly, but since this is the holiday sales season, please consider just making this always active and fix the code after the holidays.

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Let me add my "Make it So" to that.
I have many customers who want to buy multiple items, to take advantage of combined shipping, but get forced into paying immediately. If they can buy all the items they want in one day, I can ship them together and not get a defect, but otherwise I have to decide whether to lose the sale or accept a defect.

That shouldn't happen.

I do have a notice in the boilerplate at the bottom of every listing, telling people to put stuff in the cart if they want to get combined shipping, but either they don't see it, or that option doesn't work.

[stonycreekstore]

Sorry, Tyler. I don't have this figured out yet.

[dtexley3]

I REMEMBER!

The other issue, When a buyer sends a Best Offer and we accept the acceptance page now includes "By clicking the Accept Offer button, I understand that I am obligated to sell the item and that I am agreeing to the buyer's price and any additional terms they have specified."  This contradicts the other statment "Offer is for item only" and "offers do not include shipping".

This statement makes me more than a bit uncomfortable.  Because it gives the buyer carte blanche to make crazy requirements.  "Must be shipped in a heavy duty cardboard box painted blue" or some such.

Why was this verbage added?  

[golfingaddict]

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tyler@ebay wrote:

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@golfingaddict wrote:

A few weeks ago I posted about a problem with eBay not appropriately collecting sales tax

trinton you said you would get back to us.  I have heard nothing.   

I am out out a bit of money over this.  Is eBay expecting us to just get over it?  CS. Never got back to me either

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Howdy @golfingaddict - I went through the last few chats and am not seeing that. I do see it mentioned in the recent chat with Griff, and we advised contacting CS, nothing about Trinton reaching out. Would you mind sharing the thread where that was discussed so we can get on the same page? Thanks! 

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10-23-17 on the powerseller board is where trinity posted that he would get back to us

[vrykalak]

There are only 14 countries now, where 1st class parcels, and priority mail parcels that weigh 4 lbs or less, can be tracked.

The tracking feature is available for items sent to Canada, Australia, New Zealand, Belgium, Great Britain, Germany, France, Netherlands, Croatia, Denmark, Spain, Switzerland, Israel and Brazil.
(https://about.usps.com/news/national-releases/2013/fs-free-online-tracking.htm)

eBay should have an option--a "switch"--to allow international mailing to just those 14 countries.

(The last time I looked, you still had to block all 220 countries on the list, and then unblock the ones you wanted to ship to.)

[papermoneyforme]

Will Ebay ever fix the tracking number issue on a order with mutiple items.I don't use on line labels.

Why is it a requirement to enter the tracking number and shipping method for every item instead of once for the whole order so it populates each one automatically?

It is very time consuming and a similar situation arises for a claim for an invoice with many items.

[tyler@ebay]

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@dtexley3 wrote:

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

From the Announcement Board:

"Partial Refund Option for Free Returns

Sellers who offer free returns--free return shipping and no restocking fees--now have the option to give less than full refunds. You can deduct up to 50% of the item price if the returned item is damaged, missing parts, or otherwise not in the same condition as when you shipped it"

I offer free return shipping and no restocking fee. Must I affirmatively "opt in" to this in some way, or am I qualified to make the deduction simply because I meet the qualifications?

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More importantly, how does anyone PROVE that the item was returned damaged?  How does this intersect with MBG?  

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Hi @dtexley3 - we would want you to use the 'Report a buyer' feature in the body of the return to disclose the damage on the item. This would mesh directly with MBG, meaning a buyer wouldn't have a recourse through us once it was closed. 

[golfingaddict]

I did reach out to customer service twice. They said that they would get back to me as well. Re: sales tax. But as this is an issue that only affected a few of us I suppose eBay wants us to go away. 

The sales tax tax glitch was on ebay’s Side. They did not collect the tax as I had it set up in my listings. Yes. I also brought it up in another chat. 

It it appears to be something eBay hopes I will forget about.  It did not cost them anything 

[dtexley3]

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@dtexley3 wrote:

Hi Trinton,

You are forgetting that you and I, and some others determined that if any one item in the cart was on sale or had free shipping the button gets disabled.  That's the one that's hanging people up most of the time.   

My personal recent issue, as you may remember, was with combined shipping, due to my error of not having the combined shipping checkbox checked on one of the two items.  Because the items were on sale the buyer was not able to request an invoice.  Luckily for me they were will to trust me to refund the shipping.  Not everyone will be that trusting.

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Also there are still people stating that they don't have IPR enabled and the buyer can't request a total or invoice.  But there's no way to know if those fall into the categories we've already discussed.

[alan@ebay]

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@dtexley3 wrote:

I REMEMBER!

The other issue, When a buyer sends a Best Offer and we accept the acceptance page now includes "By accepting seller is agreeing to any and all conditions set by the buyer" or a close match.  This contradicts the other statment "Offer is for item only" and "offers do not include shipping".

This statement makes me more than a bit uncomfortable.  Because it gives the buyer carte blanche to make crazy requirements.  "Must be shipped in a heavy duty cardboard box painted blue" or some such.

Why was this verbage added?  

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Hi @dtexley3, 

We're unable to answer that question - our team didn't add it 

I am thinking that the steps here are:

1. Buyer makes an offer

2. You review offer and accept/decline

If the buyer has made "crazy requirements" you are free to decline their offer. 

Let me know if I've got that flow wrong.

Thanks. 

[vrykalak]

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

From the Announcement Board:

"Partial Refund Option for Free Returns

Sellers who offer free returns--free return shipping and no restocking fees--now have the option to give less than full refunds. You can deduct up to 50% of the item price if the returned item is damaged, missing parts, or otherwise not in the same condition as when you shipped it"

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I don't get this. Why would a seller have to refund anything if an item is returned damaged? especially if it is so damaged that it can't be resold? I'm sorry, but that makes no sense to me.