@mr_lincoln wrote:
New Store opened and Insertion Fees still being charged:
Imagine what a rotten day I had when after several months I finally convinced my wife to convert to a store ... and then despite seeing the 250 Auction and 250 FP listings available Insertion Fees were still being levied. A phone call yielded absolutely NO credit for said fees and the advice she was given was to call back because the REP said they could not credit fees.
What an absolute crock, sorry but that's the truth. I need to know what departement she should ask for to get this straightened out and the fees credited???
I'm sorry to hear that the agent wasn't able to answer your questions, @mr_lincoln! You should not have been told to call back as the agent could have transferred you if needed. I'll be sure to have that call listened to so coaching can be provided. I'm also happy to review the account to see why fees were accrued. I know you've emailed us in the past, so please send an email to that address (send the email from the account in question) and I'll take a look!
@cosi-shopper wrote:
I wanted to say - as I seem to either not find the right moment or just plain forget to say it - that I appreciate the better working sign-in page. It's been about a month, works ever so much better.
Thank you! Love hearing that this is working better for you 
@annasunicorns wrote:
Is the picture edit option going to come back to the app? It now only allows me to load pictures, no editing until after the draft is saved and it is a time sink.
While we are at it, any word on when the app and or seller hub will stabilize? Is there a couple days a week when I could login, say monday, and it be the same process tuesday so its at least worth the effort for a couple days of listing time?
Hi @annasunicorns, I just started a new listing in the app (I'm on iOS) and am able to edit an image immediately after uploading it. While there isn't an edit icon, clicking on the image will open the edit screen. If you're app is up-to-date and you don't have the option then please feel free to create a thread and tag me in it. I'll be happy to take a look!
@goodluckselling wrote:
If I sell lets say 10 items in one transaction and all 10 items are different items and or different variations, does eBay consider each item a separate transaction? I understand they receive separate seller sales record numbers.
Could you explain why they get separate sales record numbers and also whether each item in a transaction is considered a unique transaction?
Thanks,
Good Luck Selling!
Hi @goodluckselling - I've been looking high and low and can't find the specifics of this process. Rather than speculate I'm going to get in touch with the right team and update this thread when I hear back.
@abfabvintage wrote:
All I asked him to do was to just pull up one of my active listings last week. He just went to my abfabvintage on ebay through ebay. No need for him to have done a search. I have his email with the screen shot but don't know how to get it to you.
@abfabvintage, I've viewed several of your items on mobile and desktop but am not able to replicate what he saw. If there is an issue, it's best if the developers can replicate it. However, I'll send you an email shortly. Reply to it with the screenshot and I'll see what we can do!
@abfabvintage wrote:
Hi, on the subject of cancellations: so I get a cancellation request from a buyer but I have already shipped since eBay loves the ship right away scenario. So when I get the cancellation request that says "if you have already shipped you don't have to approve the cancel request." I can't get it retrieved from the PO which would be at my expense for I think 7- 11.00 if they are able to retrieve it before it gets to the buyer's addy... It is gone. So I am supposed to tell my buyer once he receives it, he needs to file a return request in order for me to get my item back, get FVFs back. So...because the buyer cancelled even before they received the item, yet I shipped it out, I am liable for the return fees? Hope am explaining this correctly? AND that return request will affect my seller metrics if the buyer claims SNAD...
Hi @abfabvintage - if you have already shipped the item and aren't able to retrieve it, then our suggestion would be for the buyer to return it when they receive it. The determination for who pays return shipping goes by the reason for the return. For example, if your buyer requested the cancellation because they noticed a contradiction in your listing, then you would need to pay for the return. If they requested a cancellation because they changed their mind about the purchase, then return shipping costs would be your decision or based on your return policy. Thanks!
@Anonymous wrote:
eBay's site has problems recognizing apostrophes.
Within a promotion in the sale event description field apostrophes are replaced with spaces.
On a user's profile page the about me section replaces apostrophes with spaces.
On invoices apostrophes are replaced with the html code for an apostrophe.
This makes sellers look unprofessional.
Hi @Anonymous, thank you for pointing this out to us! I'll be sure to pass this along for review.
@mam98031 wrote:
@mam98031 wrote:
tyler@ebay wrote:
@mam98031 wrote:
An important question came up on a thread that needs some clarification in regards to cancellations and issuing a return label.
Sometimes a buyer will contact a seller with an issue regarding a purchase. Maybe there is an issue and the buyer wants to return the item. Through M2M the buyer and seller agree to do the return. The seller provides a return label to the buyer from whatever source the seller has choosen. No formal SNAD is opened.
Once the seller gets the item back, what is the next step.
In the cancellation process we use to have a reason that stated the item was returned for refund. But Ebay has significantly reduced the reasons for a return and for something like this the only choice would be the buyer requested the cancellation. Which isn't completely accurate, but the only real option for sellers.
When there is no SNAD in place I've always advised seller that are working directly with they buyers to file for a cancellation once the item was received back by the seller, select the reason that the buyer requested the cancellation [as they did request the return] and issue the refund from the cancellation.
I have recently been told I'm incorrect by a couple of experienced Ebayers. So I'm just looking for clarification here. I have not read that we are required to have buyer's open a SNAD, so if that is correct, then why is Ebay REQUIRING a SNAD? Sometimes buyers don't want a claim for whatever reason they have. And they aren't in a seller's best interest to have the buyer open a SNAD. So as long as the buyer is happy, what is the proper process outside of the claims system?
Hi @mam98031 - this is a good question and I'm happy to clarify that eBay's stance on this is that any full refund must be processed through a cancellation or an eBay Money Back Guarantee request.
In a situation where a buyer wants to return an item and is communicative with you as a seller you should encourage them to use the Returns flow through their Purchase History section. This allows them to quickly access a label and keeps them accountable to send it back to you in our system.
Intentionally handling a return (remorse or not as described) as a cancellation is problematic and can result in inaccurate seller metrics and performance.
There may be times when a buyer takes things completely out of the loop - for instance, returning their purchase directly to you without any input or communication on eBay. Those should be one off scenarios and we'd want you to reach out to CS for help in navigating the specifics.
With all respect Trinton I am NOT going to ENCOURAGE any customer of mine to use the Claims process. I won't discourage them, but I won't encourage them either. Why in the world would I do that?? Especially now that Ebay holds it against me. And I can take care of them to the satisfaction of my buyer without one. I won't encourage them nor will I encourage other sellers to do this as it could damage their selling accounts.
I can "quickly" give them a return label to use without having a claim opened. I do not need a claim to issue a label. So if "quickly" is the goal, there is NOTHING lost by me responding and supplying the label without the claims system being involved.
"Intentionally handling a return (remorse or not as described) as a cancellation is problematic and can result in inaccurate seller metrics and performance." Why because the service metrics wouldn't have it represented in its numbers??? The Service Metrics isn't accurate anyway since it allows for incorrectly filed SNADs to be represented and it allows for SNADs opened in error to be represented. It isn't my job to make sure those numbers are correct, it is Ebay's. And I'm not going to submit myself to potentially a damaging Service Metrics if I can avoid it and if I'm providing perfectly good customer service to my customer.
I thought the goal was good customer service and happy buyers. Not all buyers want to go through the claims system. They are perfectly happy dealing directly with a seller that is willing to work with them and provide the service they desire.
So what policy REQUIRES a seller to advise their buyer to open a SNAD?
What policy REQUIRES a buyer to open a SNAD?
So are we saying that even if a buyer does not want to open a SNAD I am left with not being able to take care of them at all because Ebay whats everything to go through the claims system?
So if a seller provides customer service to their buyer that they WANT, the seller is left in the cold by Ebay because they shouldn't file a cancellation because Ebay wanted it through the SNAD system, therefore the seller while providing the customer service their buyer wanted is left to still pay the FVFs?
Sorry if this is a bit rough, but I firmly believe [as you can probably tell] that MY JOB is to provide proper customer service to my customer. And that goal is NOT always accomplished by Ebay's intervention.
Whoops, I should have said "Tyler", sorry about that.
And just one more thing on my rant. Why would I as a seller want to support [by having my buyers open SNADs] a Service Metrics that I find to the the single most agregious policy Ebay has ever implemented. I find it a severe conflict of interest by Ebay to have this policy much less apply it to its sellers. And the outcome of failing this Service Metrics is a financial benefit to Ebay and a hardship on its sellers.
Hi @mam98031 - encouraging everyone to provide great customer service is definitely one of our goals, as is ensuring a consistent experience for buyers. To that end we have created various seller performance standards to steer members towards those goals. These programs have been refined and developed over the years to more accurately pinpoint the behaviors we feel lead buyers to leave the site, as well as provide more leeway for members that already provide an excellent level of service (like yourself). Seller Service Metrics is a standard we feel more accurately compares you to the 'category' overall as opposed to systems in the past that judged you purely based on your volume and the number of low scores received (Detailed Seller Ratings, as an example).
Because we can compare your rates of return and not received requests to those selling similar items, in similar volumes, price range, region and with the same return and shipping attributes we can use more relevant comparisons in a particular category instead of holding your entire account to an arbitrary percentage point.
The cancellation process we have in place is for when a buyer requests a cancellation, there is an issue with their address, or if you are out of stock (Help Page here). If your buyer wants to return the item because there is something wrong with it, or they don't like it, our advice to you will consistently be to have the buyer open a return request.
There is no eBay policy that states you must tell your buyer to open a Not as Described return - but if a buyer wants to return an item we would inform both you and your buyer to open a return request, because that is what the buyer wants to do.
If you wish to handle your customer requests in an alternative way that's absolutely within your perogative. But from an eBay perspective I can't tell you that that's how we would prefer you to do it, nor would I sanction it as something that eBay approves of to tell others to do.
In short, while our ultimate goal is to ensure good buying experiences that will drive the success of our site and the sellers it supports, we do have certain processes in place for specific reasons and will recommend the appropriate process for the situation.
