mam98031 • Volunteer Community Member • Buyer/Seller since 1999
Regards,
tyler@ebay wrote:
@mam98031 wrote:
tyler@ebay wrote:
@mam98031 wrote:I am having an issue with my gallery pics. The pic I have designated on my listings as the Main Pic is NOT being used as the gallery pic. On my fragrances it is pretty straight forward, the gallery pic is defaulting to the tester pic if I have a tester on the listing, if there isn’t a tester on the listing, then it will default to the smallest size fragrance I have available on that listing.
On my craft listing, I’m not sure how it is determining which pic is going to show up as the gallery pic, but it isn’t my main pic designated on the listing.
If you go into my listing, then the proper pic shows up first, but the gallery pics are all messed up and have been for weeks. I did check with a couple other fellow sellers and they are seeing the same type of problem.
Hi @mam98031 - is this in Seller Hub or in search results? From a search results screen the gallery photo will not always be the default, depending on search term input. For example, if a variation listing for hats has colors, and I search for 'purple hat' the algorithm will work to isolate that variation and display that photo in results screen.
If it's happening in Seller Hub will you let us know so we can work on getting that reported? Thanks!
I can pop into my store or just view a list of my listings. No specific search perimeter and it is NOT defaulting to my default main photo in my listings. It has nothing to do with how I'm searching for the item.
If I go throught he Seller Hub and view my Active listings, the photos are correct. No issues whatsoever. But not so if I pop into my store or if I do a "See Other Items".
Thanks for the clarification - that sounds odd and not how it should be. I'll grab some screenshots from your store later this afternoon and get it reported.
I would greatly appreciate that. When you email me direct, if you want I can share my seller friends ID too that is having the same issues if that is of any help to you in your research. Thank you for your assistance, I hope we can find a way to get this fixed fast as we know we are in the holiday season and it is very important for the pics to be correct.
@vrykalak wrote:
@sarahbru wrote:
@vrykalak wrote:
Met a vendor at eBay Open who said his people could program my Auctiva store.
I lost track of who that was. Can anyone tell me?Hi @vrykalak: Auctiva was actually one of the sponsors of eBay Open - so it is possible that you were talking with someone from Auctiva directly. Are you looking for the name/contact info of the Auctiva folks who were there? I can try to track that down. Thanks. Sarah
I didn't think it was the Auctiva rep, but I would greatly appreciate the info. Thanks!
@vrykalak: Ok. I'll ask! Sarah
@mr_lincoln wrote:
alan@ebay, tyler@ebay RE: Best Offer being turned on by Ebay on select listings
Good afternoon team, sorry I'm late ... I glanced through the 5 pages and not sure if this was brought up or not. I read a thread where a Seller was messaged by eBay advising them that eBay turned Best Offer on for some of their Fixed Price listings. Since the OP mentioned the message it sounds like this is NOT a glitch but rather some new thing ...
Can you advise if this is some sort of Beta testing program or did that happen because of some new Seller Hub setting that lets eBay get involved with how listings are set up?
Any info you can provide will be greatly appreciated.
Mr. L
Hi @mr_lincoln, no worries about the timing! We are still here for about fifteen more minutes 
For clarification, we have Best Offer automatically applied listings through our Quick Listing Tool when the price is above the average sales price. Any offer below 30% of the asking price will be automatically declined. While a seller cannot remove this from their listing, they would be able to end the listing and start from scratch through the Advanced Listing Tool. Sellers can also set up automatic replies to offers if they would like and are not expected to accept any offer they receive. This feature only serves to increase chances of a successful sale.
@sarahbru wrote:
@fern*wood wrote:
@sarahbru wrote:
@fern*wood wrote:Is it by design for the new feedback page to no longer allow saved comments? It is a small thing, but still, I am way less likely to want to bother with giving feedback if I have to manually now type out every comment.
I leave the same for every buyer upon payment, so clicking instead of stopping to type matters to me.
Hey @fern*wood: Are you in Seller Hub? You should be able to store feedback comments there and bulk leave feedback with identical comments for all orders. You'll find it under the ORDERS tab / Leave feedback section. Thanks! Sarah
So it is by design then. I guess it's another ebay take away to force the hub on sellers. Okay, thanks but no thanks. I'll just deal with it like everything else.
It's a shame with all the glitches and things that do need fixed that the focus seems to settle around this sort of action.
@fern*wood: I'm sorry to hear you aren't interesting in using Seller Hub - as the goal of Seller Hub is to centralize seller tool functionality in one place to make selling easier for sellers. I'm a big believer that one tool is better than multiple tools (all the marketing and promotional tools in one place!) and I would encourage you to try it out. There are actually a whole bunch of cool things you can do in Seller Hub - like Track Impressions, Price comparison data, sales trend data (for seasonality -- both on eBay and off eBay), and of course you can leave feedback in bulk. 🙂 In the next couple of weeks I understand we'll be rolling out some instructional videos on Seller Hub so that it is more clear to sellers all the functionality that is there. I'm hopeful you'll try it out. Thanks! Sarah
I think you are missing what Fern is trying to communicate the problem is. This has NOTHING to do with the Seller Hub. It has NOTHING to do with setting our FB to post in bulk or automatically through the Hub.
Unless Ebay is trying to get more sellers to post in Bulk or automatically, then it would be a factor. My previous post on this explains the issues as I see them when posting FB in the regular posting screen, not going through the Seller Hub, which we should not have to do.
@sarahbru wrote: @fern*wood: I'm sorry to hear you aren't interesting in using Seller Hub - as the goal of Seller Hub is to centralize seller tool functionality in one place to make selling easier for sellers. I'm a big believer that one tool is better than multiple tools (all the marketing and promotional tools in one place!) and I would encourage you to try it out. There are actually a whole bunch of cool things you can do in Seller Hub - like Track Impressions, Price comparison data, sales trend data (for seasonality -- both on eBay and off eBay), and of course you can leave feedback in bulk. 🙂 In the next couple of weeks I understand we'll be rolling out some instructional videos on Seller Hub so that it is more clear to sellers all the functionality that is there. I'm hopeful you'll try it out. Thanks! Sarah
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Good afternoon Sarah and that's great about the videos for those who need to learn about SH ... but would you or someone there be able to provide a timeline (even rough) for some of the improvements that have been requested ... like customization that allows more tiles to be placed on one row instead of the 3 fixed sized ones? This has supposedly been passed on to the SH development team but since suggesting it I have heard zero-zip-zilch ... pic below to illustrate what was previously supplied ... Seller Hub has some really great potential and I am not just cheerleading here ... but in its current form it needs some work. Many of the shortcuts are great but we still need the ability to customize it to fit our individual selling style ... thanks for any time you can devote to this.
Best regards ... Mr. L
@dtexley3 wrote:
tyler@ebay wrote:
@tomuchstuff5 wrote:
The similar items is causing some return situations.
Also am getting emails about items that I viewed. I view quite a few in the process of pricing and availability. I don't want my mailbox to fill up. Anyway to stop these?
Requests for partial refunds are getting frequent on non-issues. Great product in excellent condition delivered with care in a speedy manor. Seems that some of this also due to similar items. Seeing sellers asked to match prices after the fact in a few instances in discussion. CS is not backing sellers on this issue and we are being forced to pay return shipping when customer files as snad instead of found for less to avoid shipping costs. Is there a viable solutions to ones caused by see similar and also for buyers that are just requesting partial refunds because they can? (Again on non-issues)
Thankfully I have only had this a few times in last year but am seeing it frequently in conversations with other sellers.
Hi @tomuchstuff5 - if a buyer asks to change the price after the fact you should have the option to cancel at customer request, as the item price is considered integral to the transaction. If a customer wants to return an item for 'not as described' and specifically states it's because they found it at a better price that's a remorse return reason and should be handled appropriately.
While it's not against policy for a buyer to request a partial refund in that circumstance, it's not something we would ever force you to do.
I'd encourage you to reach out to customer service if you run into that scenario so they can assist.
I don't think you understood the issue. The buyer receives the item. Starts fishing for a "partial refund" for whatever reason they can come up with. If the seller doesn't pay they either leave a negative feedback or initiate an INAD so the seller has to pay return shipping. It's becoming more and more common in a number of categories if the forums are any sign.
Thanks for the clarification, but the answer remains similar: as long as the messages confirm that a buyer wants a partial refund because they found it at a better price it should still be treated as a remorse return or an appealable feedback. If you suspect that it's for that reason but it hasn't been stated that would be considered a one off situation and it could be evaluated by CS too.
@Anonymous wrote:
@mam98031 wrote:I need some advice on how to deal with a certain type of buyer. This situation does not happen often, but when it does it can be very tricky for a seller.
I sold some high end fragrance to a gentleman. A week or two after he received it he wrote me a simple email in M2M. He said it’s a fake. I wrote back to him and assured him that nothing I sell is fake and I apologized to him for any concerns he may have. I then asked him to further explain whatever he felt the issue was.
I couple days later I got a response. He said “I have been using this brand of cologne now for months. This cologn u sold me is fake. How can u spray it on a shirt, let it sit for half an hour and go back and smell the shirt, you won’t smell nothing. Again you sold me a fake cologne. And for what I paid is just too much for a fake cologne.”
I then wrote him and again apologized for any concerns this may have caused him and told him that if he would like to return the item I would process his return and give him a full refund upon the return of the item. That was a few days ago and I have not heard anything from him.
Now it appears this isn’t the first time he has done this. He has a negative FB he left for another seller complaining about the quality of the product. The seller responded that he offered the buyer a full refund upon return, but the buyer did not return the item.
I think this buyer is fishing for a partial refund and when he doesn’t get it he retaliates against the seller. However I know that one bad FB left by the buyer is not near enough evidence for Ebay that this buyer is abusing the system. This kind of stuff happens all the time for sellers. How the heck are we suppose to protect ourselves. I am in no position to be refunding a buyer for a $200 item and allowing them to keep it too. On top of that, clearly from his emails he has used the product, so there is no way he could ever return it in the condition he received it unless he isn’t telling the truth about his using it.
If this buyer stays true to form, I’ll be hearing from him in the next day or two. How does Ebay expect sellers to protect themselves from a buyer such as this? Just telling us to refund and move on just isn’t good enough.
Hi @mam98031, when a buyer has used a product beyond what is reasonably considered first time use, we would not expect a seller to accept a return/refund. While offering a resolution is great customer service, for situations like what you have described I wanted to make clear that you would not need to accept this return and we could protect you in a return request by closing the case in your favor. While a buyer can typically leave feedback of their experience, this would not be permitted if the case is closed in the seller's favor. I suggest also reporting the buyer for review as we may have access to more details on our end to warrant action that ensures the safety of our Community.
Boy I hope this is accurate as I believe it should be. I will report the buyer as you suggest as well. I will let you know if this goes from bad to worst. Thank you for your insight.
