mam98031 • Volunteer Community Member • Buyer/Seller since 1999
Join the Community team here at 1 PM PT on November 6th Community Chat, October 30 @ 1:00 pm PT - General Topics 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.
alan@ebay wrote:
@mam98031 wrote:
brian@ebay wrote:
@millcreekrescue909 wrote:This is now the third week in a row that I have posted my issue on the Weekly Chat. As I stated previously, my account has been completely tied up (cannot list, edit or sell similar) since 10/21 due to the PayPal “Immediate Payment Required” issue. The only thing I can do is receive payments. And now, on top of all of that, my sales are in the toilet because all my best selling fragrances are out of stock and I can’t edit them to increase the stock. I have been given advice on previous Weekly Chats to: Remove “Immediate Payment Required” which, as I have stated in prior chats, will not work with my fragrance listings or; end and relist when the issue is fixed which will cause me to exceed my 1000 monthly listings and incur listing fees.
To the best of my knowledge, this issue has now been escalated to tech support three times with no results i.e. no fix, no updates on the expected fix time and no announcements on the announcement board. There has been absolutely no transparency on this issue as well as many being experienced by other sellers. And I am paying for a Premium Store that has been basically unusable now for approx. 2 ½ weeks. We all deserve better from eBay!
I am again requesting an expected fix date or a way to contact Tech Support directly. And if you cannot provide this information, please tell me who can.
Hi @millcreekrescue909, we definitely want to see this issue fixed as well. We are not typically given an ETA on when issues will be resolved and that is the case with this issue. I know this isn't an ideal situation for you and we are working to get it fixed as soon as we can. Thanks!
I respect that. But no one is updating sellers at all. The announcement board has been VERY silent on the subject of the multiple issues affecting sellers right now. Not only that on the Tech board, the thread that was started for members to inform Ebay of the problems they are experiencing, there is never any updates there either. So where are we to get our information?
Again, I know you guys have no control over this. But someone does and why are seller's being informed?
Jordan just posted an announcement on the announcement board. Again touting Ebay's strong desire for transparency. The sellers get upset by stuff like this because it keeps being said, but nothing changes. We are still left with the lights turned out.
Hi @mam98031, I appreciate the feedback. Starting with the recent Item Specifics issues, we've worked to provide more information than ever regarding high-impact site issues. This might not go as far as you like but it does feel like we're making positive strides in the right direction when it comes to how often and in how much detail we communicate.
Thanks!
PLEASE don't take my comments wrong. I FIRMLY believe that the employees of Ebay are working HARD to resolve the issues at hand. This isn't something I doubt at all. It is important to ALL of us for various reasons.
Unless I missed something, the last update on the Announcement board was a week ago. As I know you can respect, that is a long time to go when you are having some of the more significant issues.
@creativecrisis wrote:
tyler@ebay wrote:
@creativecrisis wrote:What's the right way to handle the following situation (i.e., without earning a defect)?
Last month I sold an item that was returned about 3 weeks later as "unclaimed" from the buyer's p.o. box. I messaged the buyer and got no response. Since she didn't contact me or open an INR claim, I assume something serious has happened in her life.
How do I cancel and refund without a request from the customer, and avoid an out-of-stock defect? And can I refund the item price minus shipping, or do I need to refund the entire amount?
Thanks.
Hi @creativecrisis - depending on the exact date of the transaction, you have a few options!
The simplest may be to issue a cancellation as 'Buyer requested or problem with buyer's address', which will issue a full refund and will not be held against you from a Seller Performance perspective.
A cancellation can be filed for 30 calendar days from the date of transaction. If it's been longer than that you can contact CS directly to review the transaction and any options available for you!
Thanks very much!
This is a great example of where sellers need a better vehicle / tool to work with when something like this happens.
The only tool available to sellers on Ebay is as Tyler describes. But that means that the seller will eat the cost of the original shipping and 100% of the PP fees that will not be refunded. It would be nice if Ebay offered us an alternative when something like this arises. Merely a suggestion.
@vrykalak wrote:
Related to the above: I see the one item I sold in November was not eligible for TRS+ discount, and I don't know why, since all but one of my listings (which is a huge furniture suite, and doesn't have 1-day shipping) do have 1-day shipping and free returns. ?
Hi @vrykalak - the Top Rated discount is typically calculated at the time your invoice is generated. If your account is Top Rated at that time and the item offered 1 business day handling time and free returns you should receive the discount. If you're not seeing the discount after your invoice is calculated definitely consider contacting CS so they can review in more detail!
@mam98031 wrote:
tyler@ebay wrote:
@mam98031 wrote:
tyler@ebay wrote:
@mam98031 wrote:
I have a question about Free Returns. First if someone could give me a link to the rules and benefits to Free Returns specifically? I’d appreciate it as I’m having real trouble locating it.
My question is if a buyer files a proper Buyer’s Remorse return when a seller offers Free Returns, who pays for return shipping?
Hi @mam98031!
You can view benefits of Free Returns, including potential lift in sales, here. Protections for offering free returns is detailed here.
Free Returns are made without stipulation - meaning regardless of the stated reason the return shipping cost would be provided by the seller. Thanks!
Thank you for the clarification and the links.
As to the links specifically. Those are the pages I've found too. Neither of which list out the benefits of Free Returns and how it works for sellers. There use to be a page that listed it, I'm just having trouble locating it again. I suspect Ebay is calling it something that I'm not thinking of.
Hi @mam98031 - can you let me know what kind of information the page had that these don't? I'll see what I can find!
Once upon a time there was a page that outlined everything about Free Returns. The benefits to the seller, the specific requirements for the discounted refunds, what free returns means to a seller, etc.
I can find the pages you gave me and I can find a separate page that will tell me the do's and don'ts of the discounted refunds.
Hi @mam98031 - I'll see if I can find any other page that references free returns!
@vrykalak wrote:
I tried to look at my invoice details, because I see a charge of $7 for "Advanced listing upgrade fees" and a savings of $6.48 for same.
I select October 2019 to see details, but all I can see are the details for November.
I was not aware of using any "Advanced listing upgrade fees" last month. What gives? ...and where can I see those details?
Hi @vrykalak, I was able to view your October invoice without a problem. Were you viewing it here?
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.
