eBay

tyler@ebay · ‎11-26-2019

Join the Community team here at 1 PM PT on November 27th 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 look into it for you.

Tyler,

maxoptical · ‎11-27-2019

I have sent emails, send messages on Facebook for Business and Twitter but I still can not get a solution.

My biggest competitor has two anchor stores with the exact same 4000 items. The have the same UPC codes, Same Descriptions, same images, ship from the same location and both bill to the same paypal account.

They are doing this to gain exposure on your platform. This is clearly against eBay rules.

They have now secured the number one and two spot on my items and this pushes other sellers like myself lower in search.

Does eBay take any kind of action against this type of gaming the system?

John Norman

gwzcomps · ‎11-27-2019

Why does eBay coddle buyers under the guise of creating a good buying experience? If the buyers aren't learning from their mistakes then there is no reasonable way improve the buying experience. Most false "Not As Described" claims are avoidable if the buyer took the time to read the listing and understand what they are buying. As a seller it isn't evident what eBay is doing to help prevent these claims as there is no recourse for blatantly false claims. The whole thing of removing the defect and giving you up to $6 isn't a solution.

Anonymous · ‎11-27-2019

@hebertsusedautoparts wrote:

Hi,
I have a question about service metrics. I have called in a few times about this and keep getting conflicting answers and no results.

We sell auto parts which is a category that is tricky on line because not everybody reads a listing or looks at the list of options to see if the part will fit their model vehicle. We are a top rated seller, offer free shipping, free returns, automatic returns and never give anybody a hassle about a return.

Our issue is that there are 5 returns counting against us in service metrics that we have messages from eBay telling us they will not be counted against us but they are being counted. There are 3 more returns being counted against us where we took a return from a customer and they state in the return that they ordered the wrong part.

When I called and talked to one rep she said she would have them removed and that they should not be there, but it would take 24-48 hours. I waited until the next roll over on the 20th thinking it would update then, but it didn't. I called back and talked to another rep., that told me she was wrong and that she sits next to her but was out that day and that she will let her know that they can't be removed?

The second rep I spoke to also said to not worry about it as eBay is not really doing anything with that until you reach the very high but when marks that shouldn't be there are being added it's only a matter of time.

If even just the marks against us that should never have gone on the metrics were removed, we would be out of the high category and if those plus the items where the customer sent a message in the return that they ordered wrong were removed we would be where I feel we should be. Below the average for our group.

We realize we are not always perfect but we strive to be and a look through some of our feedback shows this, but being penalized for issues that are stated we will not be penalized for?

There is a return that was started just yesteray that would be another one where the customer picked wrong item sent for the return and then in the message states that the part id number doesn't match but you can look at the listing and the interchange shows the possible id #'s for that part and we have a picture of the part ID number and it is the same?

It is very frustrating to be penalized when customers choose to just pick the INAD or Wrong part because they have been programmed to know that they will not have to pay for return shipping that way, even if it is a false claim. We will take it back and pay the return shipping regardless.

Can some one please explain why these are counted against us when the update said they would not be?

Hi @hebertsusedautoparts, since you are a Top Rated Seller you qualify for protections in these situations. Our Customer Service teams won't be able to review this for you over the phone, as the process to report these concerns is directly on the eBay site in your Seller Help section (here). Go to the link I've provided and report your concerns there for review. An update will be provided within one business day directly within the Seller Help section of your account.

tyler@ebay · ‎11-27-2019

@carlqsportscards wrote:

For years I've been getting emails about new items from my saved sellers, even though I don't have any. When I hover over "my ebay" and click on "saved sellers", it says I don't have any.

Then today I clicked on my user name, and lo and behold it says I have 4 saved sellers there.

Why are they there but not under my ebay? And how do I get rid of them? I clicked on settings, but didn't see a way to do it.

Hi @carlqsportscards - I'm not seeing any saved sellers in your account either - have you already removed them?

Tyler,

hebertsusedautoparts · ‎11-27-2019

Thank you very much for the info Trinton.
I truly appreciate your time in this matter and hope you have a great holiday.

vrykalak · ‎11-27-2019

@Anonymous wrote:
@vrykalak wrote:
The "external links" warning has truly gone nuts.
On Friday, Nov 22, only 1 listing claimed to have external links: 1 of the 8 (nearly identical) listings for "Man from UNCLE" shirts.
On Saturday, Nov 23, 11 listings suddenly developed external. links, including all 4 "Man from UNCLE" shirts, plus 2 books and an art print.
Items listed, relisted, or renewed in that 24-hour period? None.
And all of these items had been posted, unchanged, dozens of times.
The shirts were posted November 10th & 11th, and only one of them was flagged as having external links before November 23rd.
The books were posted on October 9th (#383203090009) & 10th (#383204934824), and had no external links until November 23rd.
The art print suddenly sprouted external links when it was posted September 12th (#383150068873). But it was taken down and reposted November 11th (#383262908569), and was "clean"...until November 23rd. when it suddenly developed an external link again.
eBay professionals have examined several of these listings, and found no external links.
Fortunately, these listings have not been removed by eBay, or caused any defects (AFAIK), but the claims continue to be annoying.
Hello @vrykalak,

I want to clarify that the notice you receive of an external link in your listings does not indicate that the external link was not present before you received the notice.

Item: 383203090009 contains a link to a Wikipedia for the book. If you go to revise your item and go to the "Additional item description" section and select the HTML tab, you will be able to see this for yourself.

We've discussed your listings in the past and provided tools to help you find the external links you need to remove. I encourage you to review the responses we've provided in the past for further assistance.

I did investigate the link you sent me, for finding out what the error is.
I had high hopes. But it didn't work for me.
Has it been improved? Would you give me the link again?
...and give me the actual link, rather than just go HERE.
Because unless I am looking at a listing when I go there, it has no information.

tyler@ebay · ‎11-27-2019

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

Just a suggestion for an improvement ebay could make next year (BEFORE Q4). ebay allows us to link YouTube videos demonstrating, say, a music box. But I see no easy way to highlight this in search except to put something like "Watch Video" in my title, which takes up precious title space and might mislead search bots into thinking the item itself is a video DVD. I'd like to see ebay :

1. Make it easy to add a video link right in the listing flow, in such a way that ebay's software would recognize that the listing has a video link, and

2. Highlighting the presence of video in search results in some way

3. And perhaps ebay could add a filter for listings with video.

Please suggest this to the appropriate team if you believe it has merit.

Hi @my-cottage-books-and-antiques - I think the idea of implementing of a 'has video' filter or somehow signifying it in results is a really interesting idea! I can't make guarantees but I will definitely make the suggestion. 🙂

Tyler,

gwzcomps · ‎11-27-2019

Also I don't dispute the rules setup in this forum, but the way the mods edit comments is concerning. I have requested to have some comments of mine removed that they completely rewrote, but I am not getting any response. If I break a rule I don't want some mod reworded comment to be falsely represented as something I said.

dentalsales4u · ‎11-27-2019

@tyler I have to slide a puzzle piece to fit. Most times it takes on the first try, but there are times I have to do it a couple times.
It hasn't requested I call.....yet.

carlqsportscards · ‎11-27-2019

tyler@ebay wrote:
@carlqsportscards wrote:
For years I've been getting emails about new items from my saved sellers, even though I don't have any. When I hover over "my ebay" and click on "saved sellers", it says I don't have any.
Then today I clicked on my user name, and lo and behold it says I have 4 saved sellers there.
Why are they there but not under my ebay? And how do I get rid of them? I clicked on settings, but didn't see a way to do it.
Hi @carlqsportscards - I'm not seeing any saved sellers in your account either - have you already removed them?

No. Did you click on my username?

dentalsales4u · ‎11-27-2019

tyler@ebay wrote:
@dentalsales4u wrote:
Hi, and Happy Thanks Giving to everyone.

I was wondering why I have to verify who I am every time I log into one of my eBay accounts.
This has been going on for a couple weeks now???
Hi @dentalsales4u - that doesn't seem right (or convenient!). Is it asking you to go through one of the 'Captcha's? Or is it asking you to do phone verification?

I have to slide a puzzle piece to fit. Most times it takes on the first try, but there are times I have to do it a couple times.
It hasn't requested I call.....yet.

gwzcomps · ‎11-27-2019

If you are using a VPN that could be causing problems. Also I am not sure if regularly swapping between two accounts causes any red flags on eBay's system. Another person who was running into this issue liked my suggestion of using multiple browsers or opening a private browser to log into the second account.

carlqsportscards · ‎11-27-2019

tyler@ebay wrote:
@carlqsportscards wrote:
For years I've been getting emails about new items from my saved sellers, even though I don't have any. When I hover over "my ebay" and click on "saved sellers", it says I don't have any.
Then today I clicked on my user name, and lo and behold it says I have 4 saved sellers there.
Why are they there but not under my ebay? And how do I get rid of them? I clicked on settings, but didn't see a way to do it.
Hi @carlqsportscards - I'm not seeing any saved sellers in your account either - have you already removed them?

Sorry. To clarify, I just realized they're under "followed members", not "saved sellers", but those are the sellers in emails I'm getting.

Anonymous · ‎11-27-2019

@vrykalak wrote:

@Anonymous wrote:

@vrykalak wrote:

The "external links" warning has truly gone nuts.
On Friday, Nov 22, only 1 listing claimed to have external links: 1 of the 8 (nearly identical) listings for "Man from UNCLE" shirts.
On Saturday, Nov 23, 11 listings suddenly developed external. links, including all 4 "Man from UNCLE" shirts, plus 2 books and an art print.
Items listed, relisted, or renewed in that 24-hour period? None.
And all of these items had been posted, unchanged, dozens of times.
The shirts were posted November 10th & 11th, and only one of them was flagged as having external links before November 23rd.
The books were posted on October 9th (#383203090009) & 10th (#383204934824), and had no external links until November 23rd.
The art print suddenly sprouted external links when it was posted September 12th (#383150068873). But it was taken down and reposted November 11th (#383262908569), and was "clean"...until November 23rd. when it suddenly developed an external link again.
eBay professionals have examined several of these listings, and found no external links.
Fortunately, these listings have not been removed by eBay, or caused any defects (AFAIK), but the claims continue to be annoying.

Hello @vrykalak,

I want to clarify that the notice you receive of an external link in your listings does not indicate that the external link was not present before you received the notice.

Item: 383203090009 contains a link to a Wikipedia for the book. If you go to revise your item and go to the "Additional item description" section and select the HTML tab, you will be able to see this for yourself.

We've discussed your listings in the past and provided tools to help you find the external links you need to remove. I encourage you to review the responses we've provided in the past for further assistance.

I did investigate the link you sent me, for finding out what the error is.
I had high hopes. But it didn't work for me.
Has it been improved? Would you give me the link again?
...and give me the actual link, rather than just go HERE.
Because unless I am looking at a listing when I go there, it has no information.

Hi @vrykalak,

This is the link to help you identify the listings that have active content: https://www.isdntek.com/ebaytools/ActiveContentScanner.htm

You can also follow the steps I provided in my previous response to review the HTML code of your listing and look for links. It only took me a couple of minutes to pull up your listing and look for the link I referenced in my last response as an example.

vrykalak · ‎11-27-2019

@gwzcomps wrote:
If you are using a VPN that could be causing problems. Also I am not sure if regularly swapping between two accounts causes any red flags on eBay's system. Another person who was running into this issue liked my suggestion of using multiple browsers or opening a private browser to log into the second account.

The idea of using two different browsers has worked well for me in a similar situation.
I have three Facebook accounts, and each one opens automatically when I select Facebook in that particular browser.