Join the Community team here at 1 PM PT on November 20th for our Weekly Chat with eBay Staff. We don't have a set topic this week, so please bring any general questions you may have on buying or selling.
The chat will be open for questions from 1-2 pm PT, at which point we'll close thread. While no additional questions can be submitted after this time, we'll continue to work on responding to any queries that may 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 help!
@bargainbigly wrote:
The October seller protection policy also stated that false "item not as described" claims that were reported by top rated sellers would be automatically removed from service metrics. I asked this question a couple of months back on a community chat and you guys confirmed this.
Right now it's looking like that's not the case. Two buyers reported for abusing "item not as described" claims, and these have not fallen off service metrics.
Did you guys change the October policy already? Please clarify.
Thanks.
Hi @bargainbigly, I'm happy to clarify that the policy has not changed. Service Metric removals do not happen immediately after a report. Service Metrics should be removed by the end of each of the sellers billing cycle, if not sooner.
@dhbookds wrote:
tyler@ebay wrote:
@hawaiibeads wrote:
There used to be Ebay CS that would call and help with our stores. I have had an issue for a while now, and have not been able to find anyone in CS that can help me.
In each of my listings in the description, there is a box that says "sign up for newsletter". Next to that, on the left, is a blurry gray box where a logo would fit (if I used one). I have not been able to figure out how to either get rid of the box OR add a logo!
Hi @hawaiibeads - there isn't a dedicated 'store support' line that makes proactive calls any longer, but I'm happy to help with your concern.
It looks like you're on the older store layout, which means you should be able to edit your store profile/logo from this link here.
The bit about 'sign up for newsletter' can be managed on this page.
You can also opt into the new stores experience that will be a bit more updated if you'd like! You can preview that by visiting http://pages.ebay.com/storefronts/update/ and clicking Preview Store > Publish.
Thanks!
I have a store...........I have the newsletter sign up checked..........there is no link that I can see in my store........
I also have store search box checked..........there is no more store search box, except at the top of the page........
If I click on Learn more about e mail marketing, it takes me to this page: https://www.ebay.com/help/home thru which I can see nothing about e mail marketing. Stores stuff was eliminated in June 2018, and never fixed.........
Hi @dhbookds, the 'Sign up for newsletter' link is on your listings just above the item descriptions and to the right. I'll report the 'learn more' link for review. Thanks for letting us know!
@academic.ealim.books wrote:
brian@ebay wrote:
@academic.ealim.books wrote:
I purchased and item on Sept 28. It arrived damaged (SNAD). The return process functioned as it should other than the seller did nothing and I had to ask eBay to step in. I also left negative feedback relating to the issues with the sale/shipping. FB was true, accurate and factual, No emotions, 'just the facts."
I was shocked to discover that eBay removed the negative feedback and allow the item to be resold. So I have to ask these two questions:
1. Why was the feedback removed?
2. So I assume the seller contacted CS and got the FB removed. How does that happen unless eBay decided this was abuse of the process? So does that mean that eBay now has a mark on my account as to abuse of the MBG process?
Hi @academic.ealim.books, while I can't talk about the specifics as it would require discussing account details, it sounds like the seller may have had protections that resulted in the feedback removal. I understand why this would cause you some concern and want to assure you that this definitely does not mean that your account is marked as abusive. If you did not receive a message from eBay stating that you violated a policy, then you have nothing to worry about in that regard. In fact, if you haven't received a message about a feedback policy violate then it is very likely that the feedback was removed due to some Seller Protection on the sellers end.
Thank you for the reply. Did not get an email from eBay so nice to know there is no strike on the account.
However, you mentioned there could be other "seller protections" at play here. Can you please define that and explain? Like what?
It would be educational if I did something wrong as how to improve in the future and as a seller, useful if I encounter a similar situation. Thanks!
Hi @academic.ealim.books, I'm happy to elaborate! Some forms of seller protection that would result in a feedback being removed are natural disasters, widespread weather events, postal strikes, or power outages in areas that would have impacted the buyer, seller, or the delivery path of the item; unauthorized use of the seller's account that effected the seller's account and the related transaction; or the seller qualifies for added protections by offering Free Returns or because they qualify for our Top Rated Seller protections introduced last month. This is not a definitive list of possible protection options, but highlight some of the various protections available to sellers that would result in the removal of a feedback that otherwise does not violate policy.
@vrykalak wrote:
tyler@ebay wrote:
@vrykalak wrote:
>>I see a charge of $7 for "Advanced listing upgrade fees" and a savings of $6.48
>>for same. I was not aware of using any "Advanced listing upgrade fees" last month.
>>What gives?Hi @vrykalak,
>You were charged some Gallery Plus fees in October. However, this optional
>upgrade is free in some categories. In these categories the feature is added
>automatically since it's free. However, there were three listings that had
>Gallery Plus that were not in one of the free categories. There was also a
>listing with the Bold Listing Fee. These fees account for the $7 you are seeing.
---Since I always check before listing or relisting everything,
to be sure the listing fee is $0.00,
and I have never in my 15+ years selling on eBay manually
selected Gallery Plus or Bold on a listing
these charges must have arisen when GTC items renewed.That means eBay added those features when renewing a listing,
and I had no way to know about it.I want those charges refunded, for last month, and any other
month since mandatory GTC started, if such charges were on
my invoice.Hi @vrykalak - the Good Til Cancelled process does not add additional services to your listings at the time of renewal. If you'd like to give me a few item number examples that charged you that fee I'm happy to review to see if they are in one of the categories where this service is free, and what could have happened there.
If you 'deselect' that option on the listings where it is charging you it will keep that status going forward as items renew.
When it comes to credits you'd like to request your best option is to contact Customer Support so they can review that in depth for you. Thanks!
You already looked and saw exactly which listings had the fees: "there were three listings that had Gallery Plus that were not in one of the free categories. There was also a listing with the Bold Listing Fee. These fees account for the $7 you are seeing."
As I said, I have NEVER selected either of those options...eBay's robots must have selected them for me ("this optional upgrade is free in some categories. In these categories the feature is added automatically since it's free").
I didn't select these upgrades, and I had no way to know they had been selected for me, so I should not have to pay for them.
Hi @vrykalak - we're always happy to help provide basic assistance in the Weekly Chat. In order to assist you and others quickly it's incredibly helpful if you provide relevant details. For situations involving individual items or unusual things you see on your listings, like the majority of things you share with us, item numbers are essential.
I can understand your reluctance to review your invoice to get those details, as that can be time consuming if your invoice is lengthy, but providing that information will help us quickly address your question or even help Customer Support quickly pull up the items involved if you are contacting them.
To address your response: Good Til Cancelled does not add features to your listing, neither upon creation nor renewal. This means that at some point those options were selected. The quickest way to resolve this and prevent it from happening going forward will be to edit the listings involved to remove that option. Once that's completed and saved the option will not be charged going forward as those listings renew.
If you're still interested in the credit you mentioned the best course of action is to edit the listings involved and contact Customer Support to request one.
@dhbookds wrote:
Concerning the "final" notice on the IS problems.... Since they "will be finished" fixing in the next few weeks......how are we supposed to figure out WHEN everything is fixed.......so we can report problems that we still see?
Hi @dhbookds - we heard back on this from the teams involved:
We’re no longer actively pushing out fixes (other than copying the missing item specific data for sellers). So if you encounter other problems to report, you should report to CS or on the Tech Issues board.
