eBay

brian@ebay · ‎10-28-2020

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!

Brian,
Community Team

tyler@ebay · ‎10-28-2020

@golfingaddict wrote:

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.

Hi @golfingaddict - happy to help! The time frame you have to respond to a request (either an INR or a return) is the date the request was opened +3 full business days.

The extra time the teammate mentioned is referring to a hold that can be placed if we see that an item is still in transit (the tracking number is updating regularly, etc). However, that would only be after we are asked to step in, it shouldn't be happening automatically. A typical timeframe for holds is between 5 and 10 calendar days.

I hope that helps clear things up!

Tyler,

golfingaddict · ‎10-28-2020

And my last thing before I have a meeting.

I was looking for reports in my ebay seller hub and noticed I was missing the "statement" for July 2020. I tried to find it with no avail. I called support again for help and I was told it was because I was not in Managed payments July 2020.

Well, that is not the case, I have been in Managed payments for nearly 2 years.

Is there anything I can do to get a that statement ?

I won't comment on my concern that they show that I was only in managed payments since August 2020

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Edit: The response to your message can be read here

glgenterprise · ‎10-28-2020

I know this is a Managed Payment issue, but if my feedback on this could get passed on:

I've twice in the last month had to go through hoops to get a partial refund to buyers who have opened a SNAD claim, but eventually settle for a small partial refund. Before MP, I had the ability to offer a partial refund in the return process. That is not an option in MP, and requires a call to customer service. Which then results in a "closed without seller resolution", which then requires YET ANOTHER call to CS to have them review the messages and remove the defect.

I've been told by reps that this is a known problem. This is a real, substantial issue that will only get worse as more and more sellers get enrolled in MP if this option cannot get added to the return flow on MP.

_____

Edit: Reply to this post can be read here

brian@ebay · ‎10-28-2020

@windhaze wrote:

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...🤔

@windhaze I saw that you tagged me but I haven't had to chance to review your posts just yet. Tuesdays and Wednesdays are pretty busy so it can take me a bit longer to respond. I plan on looking into it more this evening and I'll update that thread with more detail.

In the meantime, I did look at the thread you linked with videos and I'm able to see the videos. I'll have to dig a little deeper into this to see if I can replicate it. Thanks!

Brian,
Community Team

windhaze · ‎10-28-2020

Sorry I forgot there still is an issue with the log in. What works for me is signing in then going to left of screen and signing out then signing back in-today I only had to do it once-yesterday I think it took 6 tries to work.

And this post I could see in the preview but got that weird widget thing again. Noticed it never appears in messages.

This widget could not be displayed.

mam98031 · ‎10-28-2020

brittanie@ebay

OK I posted it to an existing thread over there.

FYI, I kept getting a flooding error trying to post my one liner above which was in response to your post # 16.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

"I can explain it to you, but I can't understand it for you." Quote from Edward I Koch

whomanfoursays · ‎10-28-2020

Good evening

I was scammed a few months ago by a professional seller (outside of Ebay) who is also a seller in Ebay (and other similar platforms)

This led me to investigate about this seller I reported to EBAY regarding the shipping terms that are openly fraudulent regarding international customs taxations.

All listed items by this seller contain the following shipping terms in English and in French :
“We mark items as "gifts", so there is no customs fee”. This is openly fraud and also forbidden by Ebay general conditions

The Ebay Trust & Safety department contacted me twice regarding my reporting:

1. “I would like to inform you that we have already submitted your report to the appropriate department. Rest assured, appropriate actions would be taken by our concern department on the seller’s account for this behavior if our relevant team found any such unacceptable behavior which breaches our policy.

Meanwhile, I appreciate your efforts to report this instance. We at eBay, always strive to make the platform safe and secure. We never tolerate such behaviors."

2. “We appreciate you for bringing suspicious account activities of the seller “xxxxx”. I understand that your reporting seller because the seller is violating eBay policies and using fraudulent declaration and incorrect custom taxations for all their listings.

I have taken your report, and on the basis of our investigation, we will further take action against the seller which might lead from selling restriction or even suspension of their account.

We are grateful to you for your valuable inputs to keep eBay a safe platform.”

Unfortunately, three weeks later, nothing has changed. This seller has over 12.000 items for sale with the same fraudulent terms regarding customs and the “gifts mention” on CN22 document.

Ebay does not seem to take this seriously in contrary to what the Ebay Trust & Safety department claims
This is a serious matter, why would it take so much time to send a warning to the seller ? This is not serious, and doing nothing is being partner in crime.

Considering Ebay won’t do anything, should I report this to competent authorities, instead?

This is really beyond me.

Thank you for your attention, keep safe

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Edit: A response to your message can be read here

brian@ebay · ‎10-28-2020

@golfingaddict wrote:

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.

@golfingaddict I have a hard time signing in every day too 😞 This was reported to Khoros and they did a lot of investigating on their end. They discovered that the sign in issues is actually something on eBays end, so our tech teams have been working to get it resolved.

Brian,
Community Team

glgenterprise · ‎10-28-2020

And a non-MP question, that I think I've asked before -

Is there any possibility of adding the option for store holders to add store categories mid-listing? When I am going through a whole section of listings, it is a pain to have to save the listing, add a store category, and then re-open the listing to get the new store category to populate. It would be one thing to just leave the field and come back, but the new categories will not populate unless you close and re-open the listing. It's time consuming and seems like it should be a reasonable ask to have fixed.

a_c_green · ‎10-28-2020

Hello all,

This is just a short post dictated into my smartphone, as I am actually out buying a set of tires, of all things, but I do want to acknowledge that after all the complaining in previous chats about problems in the Shipping form, we can see that as of this morning, the issue with an incorrect default Shipping choice (not the one selected by the buyer) has now been corrected. The error of package dimensions being loaded into the wrong variables is still with us, but hopefully they will get that sorted very soon. Thanks!

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Edit: A reply to your comments can be found here

dhbookds · ‎10-28-2020

We seem to be getting alot more "scam" reports........specifically speaking of the "text me scam"....... A Blue answered one with a request to send him info. I don't know if the poster did.... However, I think it bothers alot of us that we can't tell posters who experience this what to do except ignore the message. Is there a place to report these Scam ebayers.......BEFORE they buy? Obviously, sellers would have the ebay id as they would have to message thru ebay messages........but they don't have a transaction with them.........

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Edit: A reply to your response can be found here

windhaze · ‎10-28-2020

Thanks Brian I appreciate it.

(The vids are back today but were just big white spaces for probably 24 hours or so.)

Other issues are all posted over in the Community Platform-other people posted too.

Thanks again for any help and have a good day:)

mam98031 · ‎10-28-2020

tyler@ebay wrote:
@golfingaddict wrote:
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.
Hi @golfingaddict - happy to help! The time frame you have to respond to a request (either an INR or a return) is the date the request was opened +3 full business days.

The extra time the teammate mentioned is referring to a hold that can be placed if we see that an item is still in transit (the tracking number is updating regularly, etc). However, that would only be after we are asked to step in, it shouldn't be happening automatically. A typical timeframe for holds is between 5 and 10 calendar days.

I hope that helps clear things up!

Dang, why does Ebay keep doing this to its sellers. We are required to ask Ebay to step in so that we can get an extension on the time to process the INR if updates to the tracking are happening?!?! I honestly don't understand why Ebay continues to expect sellers to potentially inflict harm to the health of their selling accounts in order to get a little Seller Protection.

We have to TRUST that the CSR handling this isn't going to mess up or make a mistake. Because if that CSR does make a mistake and that INR gets closed by Ebay, not only is the buyer refunded, we get a defect on our account because Ebay had to step in.

I honestly don't understand why Ebay thinks this is a good idea or fair to the sellers. It is such a risk any time any seller asks Ebay to step in. The threads are full of them from time to time where they are told one thing by a CSR but in application that isn't what happens and they get a defect on their account and lose money to boot.

I think Ebay can do better than this and I think they should.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

"I can explain it to you, but I can't understand it for you." Quote from Edward I Koch

tyler@ebay · ‎10-28-2020

@valueaddedresource wrote:

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...

Hi @valueaddedresource - not yet (my email is playing pingpong with a few different teams), but I will make sure to keep you and @my-cottage-books-and-antiques updated when I hear back definitively. 🙂

Tyler,