eBay

alan@ebay · ‎10-16-2017

Hi Community,

Please join the Community team here at 1 pm PT on Oct 18th 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.

Alan - eBay Community Manager

If a member's response helped, please give it a Helpful. If you are the author of a thread and a member's response resolved your question, please click "Accept as Solution." More on Accepted Solutions.

Check out the eBay for Business podcast! For your chance to be featured on the show, call in with a question at 888 723-4630!

comics-scifi-collectibles · ‎10-18-2017

What are the exact steps that need to be taken when a seller is overcharged by Fed Ex?

Do they just call customer service who assists them with the Fed Ex case?

OR do they need to start a complaint with Fed Ex then have ebay step in since they are the account holder?

Just had another OP who's 3lb package changed to a 20 lb package.

Comics-scifi_collectibles Volunteer Community Mentor
Member since 2003

alan@ebay · ‎10-18-2017

Thanks for joining us today - we're locking the thread and we'll stick around to answer any questions we haven't got to yet.

Alan - eBay Community Manager

If a member's response helped, please give it a Helpful. If you are the author of a thread and a member's response resolved your question, please click "Accept as Solution." More on Accepted Solutions.

Check out the eBay for Business podcast! For your chance to be featured on the show, call in with a question at 888 723-4630!

Anonymous · ‎10-18-2017

@vrykalak wrote:

I used to download a copy of the SOLD and UNSOLD pages at the end of every month, as a record of my activities. I could go back to see when the last time was that I listed a particular item, what I called it, what the main photo looked like, etc.
The new formats of those pages make that impossible.
I would like the old format back OR a way to download some other compact report of that activity.

File exchange will still allow you to download basic information on your listings, but we do not offer an eBay tool that allows for a photo to be downloaded. I recommend you reach out to customer service to get some guidance on obtaining reports and check out the Perfomance tab of Seller Hub for sales details.

brian_burke@ebay · ‎10-18-2017

Join us at eBay Open this September! eBay.com/ebayopen

Anonymous · ‎10-18-2017

@goodluckselling wrote:

@Anonymous wrote:

@goodluckselling wrote:

eBay messaging to sellers recently change as it relates to outcomes to cases that were settled. In the past the verbage use to say something like

We ruled in the seller favor. Your selling standards will not be affected and any feedback left from this buyer will be removed.

Now the verbage says this

We ruled in the sellers favor, and this outcome will not have any affect on your seller standards.

Notice the missing info about any feedback left will be removed in the new messaging from eBay.

____________

Here is my questions and it is fairly easy.

Moving forward: When cases are resolved and settled in sellers favor, does eBay still remove feedback left from the buyer? Thanks

Good Luck Selling!

Hi @goodluckselling, happy to confirm you that feedback is still removed when an eMBG case is closed as Seller Wins or if an appeal is granted for a Seller.

Thank You for your quick response and I also want to thank you also for not using a bunch of eBay speak with tons of different meanings.

Now I would like to officially request you communicate with the proper team to put the verbage back in the outcome message eBay sends sellers for these kinds of instances.

Written words mean a whole lot more to us sellers especially since eBay does not have a very good history of doing what they say. You are getting much better but not good enough to just take your word.

OTHER SELLERS - If you will PLEASE VOICE your demands to have this changed back by creating your own post making the same demands I just did.

This will help the Mods understand the importance of clear communications with sellers that will hopefully start to earn our trust when we see actions that take away uncertainty.

Good Luck Selling!

I can pass this along, no problem! I will need an example of the email from you to include in my suggestion, so look for a message from me shortly.

brian_burke@ebay · ‎10-18-2017

@chrysylys wrote:

brian_burke@ebay wrote:

my goal was to address everyone -

Brian

The message I mentioned and you asked about was sent to your PMs here, not to your email.

@chrysylys Thanks - I have that one, and want to thank everyone who sent examples yesterday - the specific pages, items help the eBay product team (what I call our "product partners") identify the issues.

Brian

Join us at eBay Open this September! eBay.com/ebayopen

Anonymous · ‎10-18-2017

@josjhw9i3fggmrd wrote:

I have been having an issue for a couple of days now. I cannot send an invoice to buyers. Every time I try to send it comes back with this message... “There is some technical error. Please try after sometime “. Will this be fixed soon?

Our technical teams are working on this right now. I will be sure to include your Username in their investigation. No estimated timeframe for a fix, but we are working to resolve this as soon as possible.

alan@ebay · ‎10-18-2017

@siayan wrote:

@goodluckselling wrote:

@Anonymous wrote:

@goodluckselling wrote:

eBay messaging to sellers recently change as it relates to outcomes to cases that were settled. In the past the verbage use to say something like

We ruled in the seller favor. Your selling standards will not be affected and any feedback left from this buyer will be removed.

Now the verbage says this

We ruled in the sellers favor, and this outcome will not have any affect on your seller standards.

Notice the missing info about any feedback left will be removed in the new messaging from eBay.

____________

Here is my questions and it is fairly easy.

Moving forward: When cases are resolved and settled in sellers favor, does eBay still remove feedback left from the buyer? Thanks

Good Luck Selling!

Hi @goodluckselling, happy to confirm you that feedback is still removed when an eMBG case is closed as Seller Wins or if an appeal is granted for a Seller.

Thank You for your quick response and I also want to thank you also for not using a bunch of eBay speak with tons of different meanings.

Now I would like to officially request you communicate with the proper team to put the verbage back in the outcome message eBay sends sellers for these kinds of instances.

Written words mean a whole lot more to us sellers especially since eBay does not have a very good history of doing what they say. You are getting much better but not good enough to just take your word.

OTHER SELLERS - If you will PLEASE VOICE your demands to have this changed back by creating your own post making the same demands I just did.

This will help the Mods understand the importance of clear communications with sellers that will hopefully start to earn our trust when we see actions that take away uncertainty.

Good Luck Selling!

I had a question in relation to this question.

If a seller has feedback removed is it removed from view but still included in the Best Search (cassini) seller standard or is it totally removed from the system.

Hi @siayan,

This is as much detail as we can share publicly regarding our Best Match search algorithm:

http://pages.ebay.com/help/sell/searchstanding.html

Thanks.

Alan - eBay Community Manager

If a member's response helped, please give it a Helpful. If you are the author of a thread and a member's response resolved your question, please click "Accept as Solution." More on Accepted Solutions.

Check out the eBay for Business podcast! For your chance to be featured on the show, call in with a question at 888 723-4630!

Anonymous · ‎10-18-2017

@jonathankirkland wrote:

@Anonymous wrote:

@jonathankirkland wrote:

Is there really any need to have a Basic Listing tool and an Advanced Listing tool?

I understand you want new sellers to be able to easily list things without overwhelming them, however the way the Basic Listing tool is setup right now is not very user friendly at all.

For example: for a fixed price listing, the Basic Tool defaults to having a "Best Offer" on it, when many users probably do not realize this or event want it. Not only that, but I don't think you can even select immediate payment required with the basic listing tool.

Also, I really believe that most people nowadays are smart enough to figure out the Advanced Listing tool and would like to have as many options as possible.

Hi @jonathankirkland, providing tools that are tailored to the needs of our sellers is one of our biggest priorities. A lot of the options available in the Advanced Listing Tool are not utilized by newer sellers, and only serve to complicate the listing process. A streamlined Basic Listing Tool is ideal for those first starting out on eBay or for the occassional seller.

Additionally, 1) some default features such as Best Offer help to introduce new sellers to this option. 2) We automatically deny any offer below 30% of the asking price. 3) Immediate payment is another feature that is usually applied to the types of items new sellers list as the fall under the criteria we have set for this to be included automatically.

Lastly, 4) the Advanced Listing Tool is available to all sellers regardless of the age of their account or their selling volume. If a seller would like to dive in with more options, then they can opt to try out the Advanced Listing Tool

1) I really think it would be best if perhaps the option to included Best Offer or not is provided to new sellers with the basic listing tool. I have seen a lot of new sellers, myself included several months ago, not having any clue how to NOT include this option on our listings.

2) As far as the 30% goes, is that something that is new? Because when I started using it, there was not ANY default setup at all as far as declining offers and when you went in to the recommendations ebay suggested you entertain offers of up to 50% off the asking price!

3) As far as I can tell, immediate payment required is NOT a default, at least not with the Basic Listing tool...

4) Most new sellers are oblivious as to how to switch to the Advanced Listing tool. I realize it is in the upper right hand corner when you go to create a new listing, but really, people don't seem to look there. Perhaps it could be located better for people to see so they have the option when they are new to ebay?

Hi @jonathankirkland, happy to elaborate:

1) Definitely have heard this feedback. We want to promote the use of this feature as we find it increases sales for our sellers overall. A seller can always search for Best Offer in our Help & Contact section to find more information on this option or contact customer service if they have additional questions.

2) The 30% auto-decline is new and only applies to Best Offer that is automatically included on listings created in our Basic Listing Tool.

3) Immediate payment is automatically applied to all listings that meet the criteria outlined here.

4) I will pass along feedback related to making this option more prominent, no problem!

Anonymous · ‎10-18-2017

@odditiesandantiquities1 wrote:

@josjhw9i3fggmrd wrote:

I have been having an issue for a couple of days now. I cannot send an invoice to buyers. Every time I try to send it comes back with this message... “There is some technical error. Please try after sometime “. Will this be fixed soon?

Actually, I've been getting those messages on and off all day.

We are working on this right now and will have a fix as soon as possible! Thank you for your patience while we investigate!

Anonymous · ‎10-18-2017

@golfingaddict wrote:

I recently had a buyer open an INR case for an item the day after the item was expected to be delivered.

I checked the tracking, input it (again) into the case and suggested she wait another day or so and I could not explain why the Post Office delayed delivery. She went on to update the case for the next two business days. (she was VERY DISAPPOINTED in me .. her words)

The item was delivered. It took FIVE business days.... the horror of it all....

I called to have the case closed in my favor... no problem.

But here are my problems..

1. The tracking was already associated with the transaction and obviously the buyer could see it.

Why did I have to enter it again. I use ebay shipping.. it is automatic.

2. When I had the case closed in my favor, the CSR told me that the buyer can leave feedback because she has "an opinion of the transaction" Why is this possible? The case was found in my favor. I did everything I was suppose to do.

3. Why was she able to open a case so quickly? Is this because of the Guaranteed Delivery program? Since I do handling time Guaranteed delivery, does she have a way to apply for the shipping refund/certificate? It was free shipping.

Thank you.

Hi @golfingaddict, happy to elaborate on these points for you:

1. Tracking does not need to be provided again if you have already given it to us. When an item not received case is opened, a notification is sent to the seller to provide tracking in case the info uploaded is not accurate. This can happen when a seller prints a label, but then has to ship with another method. Though you do receive this reminder, you do not need to upload it again as we already have this information available.

2. This sounds like you were given some misinformation. I apologize for the confusion, but I can confirm that a buyer cannot leave feedback when a case has been closed for a seller.

3. A buyer can open an item not received case the day after the estimated delivery date has passed if they have not yet received their item.

brian_burke@ebay · ‎10-18-2017

@tunicaslot wrote:

brian_burke@ebay wrote:

@tunicaslot wrote:

Afternoon everyone! I'd first like to ask that you give Brian our thanks for visiting yesterday and staying so late to answer questions posed to him - that goes to you to Alan.

It may have been mentioned already here - but people were not happy with the answers to Ebays new program that is enforcing policy to eliminate sales done outside of Ebay. I understand that this is being maintained by bots. And I understand that an investigation by a person will be done before actions are taken. The fear remains tho - due to buyers who don't know policy or try to circumvent it by suggesting to sellers the transaction take place outside.

Most older sellers know the rules - but are concerned with getting these warnings and are afraid that their selling will be sanctioned through no fault of their own. Can you explain a bit better how the sytem works. Will a seller be notified that the bots have picked up this type of behavior and any more could result in selling privileges being revoked - giving the seller time to call and talk to someone who can actually view the emails before any type of sanction is in place?

Many on the boards feel the warning to buyers may alienate them or scare them from trying to buy on Ebay.

@tunicaslot Thanks for the remarks, my goal was to address everyone - if you take the time to ask, the least I can do is take the time to respond, even if I don't know the answer.

Regarding off eBay:

First point - if you are not soliciting or responding to off -ebay requests or including contact information in emails you have nothing to worry about - so best advice is don't do that.

Bots - not everything we do with off-eBay is algorithmically driven. We have agents who review content for intent. But if content includes contact info we will send a message. Because the rule is no contact info is permitted. There are use cases when someone has included an item number and our filter views it as a phone number - we continue to improve these filters and will continue to improve them to limit the amount of inadvertent warnings.

Regarding the warnings, they by themselves will not result in a seller sanction (limits on listing, buying etc.) unless an agent reviews the content and can tell the intent of the buyer or seller was to take the item off eBay. We may restirct use of member to member communications.

So, if a buyer emails you to take the item off eBay you should make it clear you will not do that.

Thanks for selling on eBay

Brian

Brian - TY for your reply - I don't have any problems with it myself - but the seller's board is abuzz with everyone imagining the worst and complaining. I've told them to come to chat and air their concerns but of course no one shows up.

It's not easy being an Ebay cheerleader - when the majority of posters see doom and gloom around every corner and I wonder why I waste my time. Again TY for your time spent here yesterday and make sure the head honchos know what a great team they have here helping on the boards and at Weekly Chat.

@tunicaslot Thanks for the comments and for the time helping others. Most appreciate it, and for those who complain all the time, my suggestion is to spend time helping others. We want to here when sellers are having issues, but one of the best things a seller can do if their sales are slipping is to look at their competitors.

Thanks for selling on eBay.

Brian

Join us at eBay Open this September! eBay.com/ebayopen

Anonymous · ‎10-18-2017

@smwhackedhack_3 wrote:

I'm having a very annoying glitch/bug when trying to buy in eBay. This started 3 days ago...

Basically, I am trying to pay an item I won by being the highest bidder.

I tried to use:

3 credit cards (i reviewed the info, it's correct)

PayPal (same)

PayPal credit card is verified...

ButI get a LOT of errors. And some of them are different. This makes me confused.

They say to verify my credit card (PayPal) (already verified), or, simply, "Couldn't process your payment." and tells me to use another payment. But I already tried 3 credit cards and my PayPal...

I don't know what to do. The seller can send me a Unpaid Item Dispute. But it's not my fault.

I need help. NOW.

Edit: I won the item 3 days ago and I am trying to pay it since 3 days ago...

We recommend you contact PayPal to make sure there is no issue on their end. If you still are having trouble, call in to customer service and they can troubleshoot this problem with you.

Anonymous · ‎10-18-2017

@jonathankirkland wrote:

Regarding the forums here on ebay...

Every single day there are posters commenting on really old threads. I understand how this happens, as when you go to put in a title for a topic on the forums it will bring up suggestions of threads in the past, and you can then click on one and go read it.

I think what is happening is people go to create a topic, see the suggestions, and simply just go to that topic to comment rather than create their own.

This causes A LOT of confusion as posters will then start replying to that one comment and will get the thread going again, which often leads to a lot of out of date information being mixed with new inform ation or inquiries.

Could you PLEASE suggest to whomever is in charge of this kind of thing that threads be AUTOMATICALLY purged/locked after say, 2 months, 3 months, even 6 months??? Threads constantly op up that are years old and this is just a waste of everyones time honestly.

And in the mean time, could someone please direct the mods to try to lock all of these old threads? I see it is done occasionally but not nearly often enough...

Our Community team and our moderators both will lock a thread that has not has been brought back after 6 months without conversation (unless the OP came back with an update). You can report any concerns to the mods for action. We currently don't have the ability to lock anything automatically, but are discussing options on how to improve this for our Community.