Community Chat, October 28 @ 1:00 pm PT - General Topics

[brian@ebay]

Hi everyone! Thanks for joining us for the Weekly Chat with eBay Staff. We don't have a specific topic this week, so feel free to share any general buying or selling questions you may have.

The chat thread will remain open until 2 PM PT at which point we'll close it from additional responses. After that time, we'll continue to work on responding to any queries that might still be unanswered.

To post your question, click Reply in the lower right corner of this post, type your question, and hit submit between 1-2 PM Pacific Time. The format of our chat mirrors the format of our Community Discussion Boards, where each post will appear in the thread chronologically. The Community Team will review each question as it comes in, and will quote the original question in our reply. This quote and the reply will appear later in the thread, so just keep scrolling down to see our answers.

Missed the chat? Send your questions to the podcast by calling  888-723-4630 or email us at podcast@ebay.com and maybe your questions will make it on the air! Or listen to past episodes while you wait for next Wednesday!

[myrtle_banks]

Thanks Brian. Not sure if this is the right venue for assistance, but I can't find out how to return my original formats! The page Seller Hub has replaced my much more easily accessed "all selling." Is it possible for you to direct me how to change the format? All roads lead to seller hub and it is not user-friendly for listing my items, or even following my active? Any guidance would be appreciated.  Thanks.

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Edit: Reply to this post can be read here

[golfingaddict]

I recently had a buyer open an INR claim on this account.   Yes, the item was late but I shipped it on time and I have no explanation why the package got slowed down in the USPS system

When the customer opened the case, I contacted customer support via live chat to inquire how long I had to resolve the claim before ebay could step in and give me an "unresolved" case on my record.  I fully intended to take care of the buyer but I wanted a few days for it to shake loose.  

During the live chat the Rep told me I had 3 days to resolve it on my own. When pressed if he meant 3 business days, he again said three days but if it shows movement they could give more time.

Is this right?  I know that ebay quit the extra protection for sellers but I don't want to risk an unresolved case and feel like I have to close them early which means automatically refunding if he gets to the three days.

Is it three business days or three days, and does it start the day the case is open?
Thank you.

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Edit: A reply to your question can be found here

[mam98031]

I can't say that I'm overly happy with the change to PMs in the community.  I'll get use to them, but the old way worked well for me this one is a bit odd to me.

The envelop icon does not go to black after I review an email unless I respond to the email, which of course is not always necessary.

So I have to click into the response section and then come out of the PM area, then the envelope will turn back to black, but not before.  I have to come out of PMs for it to do that.  For me when it continues to be red when I'm in PMs, I'm looking for an email I missed.

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Edit: An answer to your reply can be found here.

[donsdetour]

You may have an employee posting on the boards with out eBay tags.

I advised they get hold of you folks on this.

I will see if I can find a topic to post here for you all to check out.

In the future how should this be dealt with buy the users posting here.

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Edit: Reply to this post can be read here

[valueaddedresource]

Hi brian@ebay 

Is there any update about the Promoted Listings quarterly credit possibly going away? @my-cottage-books-and-antiques  brought it up in last week's chat but I haven't see any further information since then.

https://community.ebay.com/t5/Weekly-Chat-with-eBay-Staff/Community-Chat-October-21-1-00-pm-PT-Gener... 

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Edit: A reply to your question can be found here

[brian@ebay]

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@myrtle_banks wrote:

Thanks Brian. Not sure if this is the right venue for assistance, but I can't find out how to return my original formats! The page Seller Hub has replaced my much more easily accessed "all selling." Is it possible for you to direct me how to change the format? All roads lead to seller hub and it is not user-friendly for listing my items, or even following my active? Any guidance would be appreciated.  Thanks.

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@myrtle_banks you can access the old view here. I hope that helps!

[windhaze]

Hi Brian. Don' know if you caught the glitches I've had and posted over here: 

 https://community.ebay.com/t5/Community-Platform-Feedback/Updates-to-Private-Messages-interface/td-p...

Very curious with what happened with my inability to view any vids posted in the SB (music games and such) started early yesterday and slowly they started coming back into view again today and now appear normal?

It didn't happen to most people just a few that I'm aware of but I was able to go to youtube and watch the videos no problem so it had something to do with this site-I'm on Chrome if it matters?

Also messages are working better still don't like the format tho and let me see still getting that preview error and my post count is only reflecting posts I do in the Chat or the DB's (I brought this up at a previous chat and it hasn't been fixed.)

Only only issue I can think of is I find the helpfuls aren't always 'sticking' I will see a post and know I gave it one and it's gone? No problem I can redo it but still I'm sure there are many that I've missed.

Sorry so long but thanks for any help-esp wondering about those videos just disappearing like that-very strange...🤔

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Edit: Reply to this post can be read here

[golfingaddict]

My second part of the INR case is this.

Buyer opens a claim for INR.  I provide tracking and waited to see if the PO would deliver it in the three days I had to resolve on my own.

Sure enough, the package got delivered.  I called Support to ask them to close the case which I was told they would.  I hung up and looked at it again and there was still a hold on my money AND it was saying that it was open until the buyer acknowledged that they received the item.

Thinking this was odd, I called back to support and asked them why it was not closed (proved delivered.. I thought that was the end of it)  The customer support rep told me that in the Fall Update, they changed it and ebay no longer accepted the delivery (USPS tracking.. this was under $25) as proof of delivery and the buyer had to tell them that the item was delivered before the case was closed.

I have not heard this before so I asked the CSR to provide where in the Update this was announced so that I could read about it.  He said he had to ask a manager.  He came back and said it was so new that it wasn't in the updates yet and he would let me know.  

For what it is worth, the seller protection information in the help section still says a seller is protected if an item shows delivery confirmation under the $750 (I think) and for a $25 item, proof of delivery is delivery scan showing delivery to the buyers address.

Brian (or other ebay staff) What is the CSR talking about? What change? What update?

My INR case did not close but it did show it was waiting for buyer approval?

(the money was not the big deal but a policy change to the seller protection INR is a pretty big deal and I'd like more information about that) thank you.

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Edit: A reply to your question can be found here

[brian@ebay]

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@donsdetour wrote:

You may have an employee posting on the boards with out eBay tags.

I advised they get hold of you folks on this.

I will see if I can find a topic to post here for you all to check out.

In the future how should this be dealt with buy the users posting here.

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@donsdetour this was brought to our attention earlier this morning. The employee now has an employee posting ID with eBay tags. 

If you see a situation like this in the future then you can report the post to the moderators and they'll contact us (the Community Team). From there, we'll be sure to get the employee a proper posting ID. Thanks!

[mam98031]

I've requested this several times and I know others have too.  We REALLY need a Weekly Chat with a few people from the MP team ready, willing and able to answer questions.  Trying to get questions answered for MP issues is so darn hard it is beyond ridiculous.  It just should not be this way.  The MP team should be more than willing to work with us, but clearly they are not.

Poor Charles, he gets so disrespected on some threads and I feel badly for him.  I have however noticed that even Charles is not being allowed to answer questions much anymore.  When he posts, it is to tell us to call the MP team and/or he gives us links to various policies.  That isn't how he use to post.  It seems as if he is no longer allowed to help us anymore with any tangible information.

As a business person, one for more years than I care to count, this attitude is not only ridiculous, it is unacceptable.  Ebay is messing with the core of our businesses, OUR money.  Yet we are required to chase and chase and chase to get answers.  Most times they really never come.  Sadly calling into the MP team isn't the best either.  Often times they have the team unavailable to take calls or there is long waits and then when you finally get someone, they give you incorrect information.

None of this is new stuff.  I've been told Ebay is working on improving the CS process.  Yet months after being told that multiple times, nothing has changed in MP or even outside of it.

At a time when many people are desperate for money just to feed their kids and keep a roof over their heads, Ebay plays these games with our money.  It is like whack a mole when trying to get questions answers.

I'm well aware that no one here is allowed to answer questions on MP.  I get that.  So why is it so tough to get the authorized people to come to the Weekly Chat to answer some questions????

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Edit: A reply to your message can be read here

[donsdetour]

Thank you for the response:

He seems to be very helpful to the users.

[golfingaddict]

I know I am not alone but is there anything I can do to be more successful logging into the community area.  

It seems to take numerous tries.  Stand on head, count to 10 .. log out of ebay, log back in... look at helps, check the mail icon.. spin around 10 times, chant, run around the office, go for a cup of tea,  quote from the declaration of Inpendence, log in again, get the community area scrolling photos 10 times.

Log back in 

SUCCESS!!

Ok, maybe that was an exaggeration and perhaps you are trying to keep us working on other things, but my goodness what a lot of trouble.

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Edit: Reply to this post can be read here

[borntodeal]

Hey Brian,

We look forward to onboarding with Managed Payments. Is there a way to move that forward sooner?

Thanks,

Christopher Matthew Spencer

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Edit: A reply to your question can be found here

[brittanie@ebay]

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@mam98031 wrote:

I can't say that I'm overly happy with the change to PMs in the community.  I'll get use to them, but the old way worked well for me this one is a bit odd to me.

The envelop icon does not go to black after I review an email unless I respond to the email, which of course is not always necessary.

So I have to click into the response section and then come out of the PM area, then the envelope will turn back to black, but not before.  I have to come out of PMs for it to do that.  For me when it continues to be red when I'm in PMs, I'm looking for an email I missed.

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@mam98031 I haven’t had a chance to review that board recently. Have you already posted this in the Community Platform Feedback forum? If you have, I’ll make sure it will get reviewed.