eBay

Anonymous · ‎10-02-2019

Join the Community team here at 1 PM PT on October 2nd 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@ebay · ‎10-02-2019

@readabouthorses wrote:

tyler@ebay wrote:

@rosevelyn wrote:

Will Paypal be collecting fees on gross amount with this announcement, which I just received now in my email?

"In 2018, PayPal and eBay worked together to implement a solution to comply with laws that require eBay to collect and remit tax on applicable transactions. Those transactions that require eBay to collect tax are currently divided into two separate charges - one for the item purchased and another for the associated tax.

Effective November 2019, PayPal and eBay will change the way these transactions are processed and how taxes are collected and remitted.

For transactions that require eBay to collect tax from buyers, the tax amount will be included in the gross purchase amount to be processed. Once settled, the tax amount will be automatically deducted for remittance to the applicable taxing authority.

You do not need to take any action.

Learn more about Internet Tax at ebay Seller Center."

Hi @rosevelyn - from my understanding, that is correct: The PayPal processing fee applies to the gross transaction value (item value, shipping and sales tax). Thanks!

So how will this play out when a buyer returns something and wants a refund? Since they see one amount (item value, shipping and sales tax) won't they want all of that refunded? How will a seller refund the sales tax portion?

Hi @readabouthorses - eBay will refund the sales tax to the buyer in cases where you issue a refund through an open request, cancel the transaction, etc. Thanks!

Tyler,

Anonymous · ‎10-02-2019

@dhbookds wrote:

On listings where your asking price is above the average selling price for similar items in the category we will add Best Offer if the item hasn't sold after 8 days

Is this true on ANY listing by ANY seller?

Hi @dhbookds, yes. This is true for SOME listings by SOME sellers (who have listed the item at a price that is higher than the trending average and have not had a sale on the item after 8 days)

tyler@ebay · ‎10-02-2019

@krys888 wrote:

Why do I have to click that I don’t have a UPC every single listing? I never have them. Its just more extra steps (for those of us in slow internet areas, every step is a time suck.)

Hi @krys888 - a UPC allows us to match the item to item specifics and product details that we have stored about the item. If we can match your item to a multitude of item specifics that you may not have considered it can increase the exposure of your listing increasing the chance it will sell quickly for you.

If you do have items with UPCs I strongly suggest that you add them! Otherwise, you can click that you don't have one, but it's going to be something we ask every time you list because we want your item to sell.

Tyler,

mam98031 · ‎10-02-2019

The upcoming change to PP regarding having the sales tax included on the initial payment to the seller, which would mean that the seller is paying a processing fee on that sales tax amount. Why / How is that fair to the seller? It isn't money received by the seller. It is money that goes directly to Ebay. So why does the seller have to absorb the PP fee on processing money received by Ebay and not the seller?

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

Anonymous · ‎10-02-2019

Thanks for joining us today! Keep an eye out for a recap of this chat and we look forward to seeing you next time

brian@ebay · ‎10-02-2019

@krys888 wrote:

A lot of us are getting notifications from paypal that an item sold but not getting notifications from ebay and the listing is still listed. There’s a long thread on this in the forum. I’ve got a customer right now, for example, that insists she paid for an item but I’m showing its still unpaid.

Hi @krys888, we are aware of an issue with payments for orders not being visible on site and are investigating further. In the meantime, you can check PayPal to confirm if the payment was successful.

Brian,
Community Team

brian@ebay · ‎10-02-2019

@mam98031 wrote:

brian@ebay wrote:

@shaizen wrote:

Hi! I have a question about Internet Sales Tax. What needs to be done if let's say a buyer located in Maple Valley WA is being charged 10% when it should only be 8.6%? Thanks!

Hi @shaizen, we always encourage buyer to checkout with as complete an address as possible. The buyers zip code is determines the tax paid. When a buyer provides their zip code + 4, we can determine the tax for their jurisdiction.

IMHO it would be best for buyers, sellers and Ebay overall to make that announcement to buyers a whole lot clearer. A banner on the payment screen when the system can tell there is no 4 digit code. A requirement to update their account so that a 4 digit code is there. Something.

It isn't well publicized which is why sellers have been asking this question off and on, on various threads. And if the sellers don't know it, it is unlikely that very many buyers know it.

Personally I like the flag on their account that requires them to update their zip code if they don't have the extra 4 digits set up. It would allow 100% of the buyers to see they need to update. And at the same time Ebay could remind them to make sure their contact information is / was up to date.

Hi @mam98031, this is definitely on our radar to make improvements in the future

Brian,
Community Team

brian@ebay · ‎10-02-2019

@shaizen wrote:
Thanks for that info. Anyway, the buyer already paid for the item and would like to get an adjustment for what she overpaid. What should be done next? TIA

Hi @shaizen, at this point the buyer can contact Customer Service to see if an adjustment credit can be made. Another option would be to cancel the transaction and have the buyer repurchase it with their zip code + 4.

Brian,
Community Team

brian@ebay · ‎10-02-2019

@my-cottage-books-and-antiques wrote:
Thanks Brian. So no need to repeat condition in the description field. And no need to fill out item specifics for attributes that are covered by catalog data. Juts want to make sure I'm reading your post correctly. And yes, of course, fill out as many IS as I can, and add some if I think they are relevant.

Correct?

@my-cottage-books-and-antiques, yes, that all sounds good

Brian,
Community Team

tyler@ebay · ‎10-02-2019

@krys888 wrote:

OMG! Is this for everything? I sell collectibles. NOT cool! I do NOT have the time to go in every day and check to turn those off! We’re in slow internet areas and that is insane! Please tell me I’m not misreading this! Do NOT automatically let people make offers on my listings, please!

Hi @krys888 - this is actually something that's been added to listings since 2017.

You are able to go through and remove Best Offer on a listing that's had it added, or set up auto-decline amounts. Thanks!

Tyler,

Anonymous · ‎10-02-2019

@postcardcountry wrote:

Since ya'll have mentioned the importance of item specifics....

Question One:

Has anyone gone through each category / sub category / sub sub category to the very end of the tree to be sure there are valid item specifics for each little end of the tree?

I don't have specific examples at my finger tips, but I know there are some items who will get specifics that are so general they might as well not be there. As I start listing, I will start keeping track of them for a future conversation.

Question Two:

In many cases, the item specifics have drop down boxes of choices. If mine desired information is not there, can I just enter the correct answer? example - postcards for California. Many cities are listed but the smaller towns are not. So I put the town in under city. If I remember correctly the capital of New Jersey, Trenton is not on the list. Can I fill in with information if it doesn't match the drop down box and have it be used?

Hi @postcardcountry, the item specifics are primarily generated by sellers in our Community and while our catalog team is happy review for necessary adjustments, we won't be able to do this proactively for every possible item specific. You can send any concerns you have directly to sdsupport@eBay.com for review.

You are welcome to add new item specifics that are appropriate for your item - this will benefit your listing and the listings of any future sellers who are selling the same item.

brian@ebay · ‎10-02-2019

@a_c_green wrote:

brian@ebay wrote:
The buyers zip code is determines the tax paid. When a buyer provides their zip code + 4, we can determine the tax for their jurisdiction.

I've never heard of a sales tax based on a full 9-digit ZIP. Surely a 5-digit ZIP would be sufficient to identify a locality and any locally-based sales tax. Can you give an example?

If it really does require a 9-digit ZIP for correct calculation of the total sales tax for that buyer, and if it's based on the buyer's eBay address rather than an alternate Ship To location for wherever he's shipping it, this would be an ideal time to require that buyers have a validated (via USPS) eBay address when registering.

Hi @a_c_green, while I'm not going to provide an example, the +4 does provide a more accurate tax percent in some jurisdictions. Improving this process for buyers is on our radar.

Brian,
Community Team

tyler@ebay · ‎10-02-2019

@greg5000 wrote:

tyler@ebay wrote:

@christopher0 wrote:

So you guys have been waiting for more information for 2 months now? Am I supposed to really believe that? There is nothing that you can tell me today what you have been doing for 2 months now?

I hope you realize that in my original post I stated my concern about CLICKING the activation button did not seem to work, and I thought there was a bug or error on eBay's end. Then me calling support and telling them this exact concern way back during when that promo was offered.

In the end I feel like I will be paying for the mistake of the BIG Company.

"Sorry our APP was bugged and did not register when you clicked on activate. You are out of luck. Have a nice day!"

Hi @christopher0 - we have been waiting on more information for two months. From our initial review only one of the items you listed during that time qualified for the coupon as the terms and conditions stipulated time frames during which a qualifying item had to be listed and sold. We've escalated it several times now and are awaiting more details.

I know this is frustrating, and if I had more information to provide you I would do so, but at this point I don't.

Tyler,

With all due respect, the longer a Customer has to wait for an answer or resolution to a problem, the more frustrated they typically become. Then over time they lose faith and may move on.

Could you possibly assign a "point person" in Customer Support that can resolve this?

Greg

Hi @greg5000 - in short, yes, that person is me. I am working with the appropriate teams to get the situation resolved, and this process can be lengthy.

Tyler,

Anonymous · ‎10-02-2019

@vrykalak wrote:

@Anonymous wrote:

@vrykalak wrote:

I'd like to revisit the mysterious appearing/disappearing external links in my listings for 3 Man from U.N.C.L.E. shirts. To wit:
- I have six listings, but they only represent three shirts, each one listed in two Categories.
- All six listings are identical except for details in the Descriptions...and the Categories: each one is listed in a Men's Clothing category and a Women's clothing category
- I have listed them many times in the last few years, but suddenly last month, 5 of the 6 have mythical "external links" that must be removed...i.e., one of the 6 is fine, and its partner--identical in EVERY WAY except category--has an external link
- all six listings ended, and I relisted them, with no changes of any kind. Now only 2 of them have external links, and the other four are fine...so 3 of the listings that had external links last month don't have them now. AND the two that now have external links are not for the same item, which means their partners--identical in EVERY WAY except category--are fine.
Can you say impossible?

Hi @vrykalak, we are unable to research your question and assist further without examples. Please provide item numbers for the listings in question.

I've provided the numbers a couple of times.
The point is: either the listings have external links or they don't.
Prior to August, none of these listings had external links.
In August, 5 of 6 had external links.
In September, only 2 of them did.
The listings come in pairs, identical except listed in different categories.
It is impossible for 5 of 6 to have external links, because #6 is identical to one of the the other 5.

Hi @vrykalak, if you do not provide item numbers in your questions about specific listings, we will not review your questions. I understand that you have provided them in the past, just as we have asked you to provide them every time you have an item specific question. Members of this team and other members of the Community have provided resources and answers to your questions on multiple occasions, and brian@ebay encouraged you to contact Customer Service last week to help clear up any confusion. Though we are happy to review any questions you may have, if you are unable to provide the details or the information we provide continues to not resolve your concerns, you will need to speak to Customer Service for assistance.

community_team · ‎10-14-2019

eBay Catalog: Categories

Q: Some of the stuff I sell is craft books on all kinds of subjects. Crochet, Knit, Cross Stitch, Plastic Canvas, Quilting, etc. There are categories under Crafts that allows for such pattern books to be legitimately listed under the Craft category. They are specific to pattern books. The problem comes in when I use a UPC that is recognized in the eBay Catalog. When that happens, during the posting of the listing to eBay, eBay changes the category I have selected to Books: Non Fiction Other. Any thoughts?

A: We’re happy to pass this along to our catalog team for review. They can make changes to the category associated with product identifiers such as UPCs. If you run into this again in the future, you can email the examples to sdsupport@eBay.com.

Internet Sales Tax

Q: Will PayPal be collecting fees on gross amount with the recent announcement to how sales tax will be collected and remitted?

A: Yes. The PayPal processing fee applies to the gross transaction value (item value, shipping and sales tax).

Q: When eBay collects sales tax, will we have to pay FVF on the sales tax?

A: No. We won't be assessing Final Value Fees for the sales tax amount. This is stated in the FAQ we have included in our recent announcement. While there is no date associated with this FAQ, when an FAQ is provided in a related announcement this is confirmation that the FAQ contains current information. You can find the announcement here.

Q: I have a question about situations where Internet Sales Tax is not assessed correctly. What needs to be done if, for example, a buyer located in Maple Valley, WA is being charged 10% when it should only be 8.6%?

A: We always encourage buyer to checkout with as complete an address as possible. The buyers zip code is determines the tax paid. When a buyer provides their zip code + 4, we can determine the tax for their jurisdiction. If a buyer has been charged the incorrect amount, they can try touching base with Customer Service or their local tax authority for potential credits.

Q: So how will it play out when a buyer who was charged sales tax returns something and wants a refund? How will a seller refund the sales tax portion?

A: eBay will automatically refund the sales tax to the buyer in cases where you issue a refund through an open request, cancel the transaction, etc.

Managed Payments

Q: Is there any update on when Global Shipping will be incorporated into Managed Payments?

A: We're still working on expanding managed payments to include the Global Shipping Program. There have not been any announcements as to when this will be available.

Q: There is some discussion going right now about MP and eBay forcing sellers to sign up by October 22nd. Could anyone from the team clarify?

A: A select group of sellers received an email letting them know they must onboard onto managed payments by October 22, 2019. For those sellers, they will need to join managed payments on or before October 22nd.

Search, Item Specifics, And Descriptions

Q: If I recall correctly, it was said in a recent podcast that for purposes of the search filters eBay looks only at Item Specifics, but doesn’t look at the description. So, if I say an item is green in my description, but leave the color blank in Item Specifics, a buyer filtering by Color: Green won't see my item?

A: The filters on the left side of search pages will utilize the Item Specifics provided in the listing when generating search results (ie. Color). If that field is left blank in a listing, then the item will not appear in that filtered search.

Q: Would I be correct to conclude that, for purposes of search, title and Item Specifics are very important while the description field is less so?

A: The Item title and Item Specifics are very important, as well as price, shipping cost, and description. Many factors go into Best Match search results. However, Item Specifics are required for items to appear when the filters on the left side of the screen are used, so sellers should definitely fill out as many Item Specific fields as possible.

Q: For purposes of search, does eBay treat the catalog supplied info as Item Specifics?

A: Yes. Catalog data fills out the related Item Specifics for you and are treated as Item Specifics in search

Q: In mobile, eBay truncates descriptions, although the buyer does retain the ability to read the entire description with one click. Some of these truncated descriptions are leaving out important info. Given that more and more buyers are looking at mobile, is it worth taking the time to write a detailed description?

A: The length and detail in a description will differ depending on the item. Sellers should always provide all necessary details in the listing. For a DVD, this may be a small description, while a collectible item would likely have a much larger description.

Q: What percentage of buyers actually read the description?

A: The Community Team does not have data on how many buyers view descriptions, and as such this isn't information we can provide.

Q: I routinely include a condition section at the end of my description field, but of course, eBay has a separate condition field for us to fill out. Is this duplication necessary?

A: You only need to fill out the condition field. It is not necessary to put the condition in the description as well.

Q: For something like a newer book (one with an ISBN), which will have a catalog entry, do I really need to fill out Item Specifics beyond the ISBN?

A: Filling out Item Specifics will give an item more chances to surface in filtered search results, so we strongly recommend filling out as many as possible.

Q: It would be great if eBay provided some definitions or examples of certain terms they suggest we use. Also, if eBay reviewed their IS and eliminated things like "Text Books" and "Textbooks" as a type of book for example give us one or the other, but not a choice. Could you pass this on the appropriate team?

A: Item Specific terms are generated by Sellers, which is why you may see similar ones like 'Text Books' and 'Textbooks'. You can contact at sdsupport@eBay.com to provide feedback directly to the Item Specifics team about improvements that can be made to Item Specifics.

Q: Why do I have to click that I don’t have a UPC every single listing?

A: A UPC allows us to match the item to Item Specifics and product details that we have stored about the item. If we can match your item to a multitude of Item Specifics that you may not have considered it can increase the exposure of your listing increasing the chance it will sell quickly for you.

If you do have items with UPCs we strongly suggest that you add them! Otherwise, you can click that you don't have one, but it's going to be something we ask every time you list because we want your item to sell.

Q: Has anyone gone through each category / sub category / sub sub category to the very end of the tree to be sure there are valid Item Specifics for each little end of the tree?

A: the Item Specifics are primarily generated by sellers in our Community and while our catalog team is happy review for necessary adjustments, we won't be able to do this proactively for every possible item specific. You can send any concerns you have directly to sdsupport@eBay.com for review.

Q: In many cases, the Item Specifics have drop down boxes of choices. If mine desired information is not there, can I just enter the correct answer? example - postcards for California. Many cities are listed but the smaller towns are not. So I put the town in under city. If I remember correctly, the capital of New Jersey, Trenton is not on the list. Can I fill in with information if it doesn't match the drop down box and have it be used?

A: You are welcome to add new Item Specifics that are appropriate for your item - this will benefit your listing and the listings of any future sellers who are selling the same item.

Listing Photos

Q: Would eBay approve of a seller using white for their gallery photo, and so-called "lifestyle photos" for the rest of the photos?

A: Using lifestyle photos is a sellers choice, we just recommend using white backgrounds as they tend to look better and increase your chances of appearing in third party search engine results. If you'd like to do the main photo with a white background and include additional lifestyle photos, that would be fine.

Q: Any timeline for wider distribution of eBay's white background tool?

A: This tool is available currently for iOS users, and we don't have any new information on when it may be available on Android or PC.

Best Offer In Mobile

Q: Is eBay really going to force me into desktop listings for everything to avoid having Best Offer automatically added to my listings? I had (up till now) liked the convenience of the app.

A: Ultimately, we want to help your items convert into a sale: it's more money for you, and more money for us. On listings where your asking price is above the average selling price for similar items in the category we will add Best Offer if the item hasn't sold after 8 days. You aren't required to accept the offers, but we want to make sure you can receive them in case you receive one you'd be willing to consider. You are able to remove that option from listings that have it added, but know that it is possible it will be put back on if the item doesn't sell in the future. Also, to be clear, this isn't something that is app-specific. It may be done for listings created on the app or on a PC.

PayPal Notifications

Q: A lot of us are getting notifications from PayPal that an item sold but are not getting notifications from eBay and the listing is still listed. What is going on?

A: We are aware of an issue with payments not being visible on eBay and are investigating further. In the meantime, you can check PayPal to confirm that the payment was successful.