Community Chat, Sept 20th @ 2pm PT - General Topics

[Anonymous]

Hey everyone,

We will be holding a special eBay for Business Facebook broadcast this week from 1pm to 2pm, so we've adjusted our chat time so that you are free to watch. This broadcast will be focused on our 2017 Fall Seller Update and will have Brian Burke and some of our staff experts in attendance. Be sure to check it out and then join us from 2pm to 3pm to discuss general topics with Community Staff.

[alan@ebay]

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@golfingaddict wrote:

@Anonymous

alan@ebay

As always I appreciate that you have these chats.

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Thank you, @golfingaddict. That's nice to hear. 

[carlmarxx]

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@dtexley3 wrote:

I have a question about FedEx SmartPost.  A lot of sellers hate it, I've had excellent results with it and I ship porcelain with VERY little issues.  However, I can't ship to PO Boxes.  Now FedEx SmartPost uses FedEx to ship the item to the nearest Post Office and then USPS completes the delivery.  Why would that exclude PO Boxes??????   I can understand it for straight FedEx but not SmartPost.

Just for clarity I have the shipping option set to Economy because I do compare to see what's the least expensive for the buyer.  But all the options use USPS for the final delivery.

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You can use Smartpost to ship to P.O. Box  . You  have edit the po box  out  and USP .  You have to print out the packing slip with P.O.  address  cut it out and past it on the label .   Ebay site for some Odd  reason  can't do Smartpost with P.O box  . I was given a work around from FedEx Rep. 

[gracieallen01]

So, is facebook now the official ebay discussion channel?

[woadieland]

Could someone check why the bulk editor is not editing. I was doing search and replace and the phrase I needed to replace was never changed. (I did about 400 before I checkes. 

I'm very discouraged and was trying to comply with the "no outside links"  policy since I can't afford to put SSL on just a domain name that's redirected to ebay and couldn't get the Bulk Editor to remove my domain and replace it with the url for my ebay store page

[gracieallen01]

In not, what about the folks that have questions and can't access or do not wish to participate in facebook or social media?

[Anonymous]

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@leo*spride wrote:

Hi, everyone!

I didn't have access to the Facebook meet-up, so sorry if I'm asking questions that have already been answered re the Fall Seller Update.

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The watermark prohibition caught me off guard… as someone who always took the time to meticulously clean my amateur photos so they looked more professional, I began watermarking my eBay item photos after several lazy sellers pirated them.  Not just irritating, but it violated copyright laws.

My initial thought… it must have something to do with eBay’s clamp down on off-eBay contact info, since watermarks might contain this type of data.

Then I read conflicting theories… eBay’s updated UA includes the right for eBay to use seller photos (royalty free), and comments that Google can’t handle embedded watermarks.

Question, part #1… what is eBay’s real purpose for this new policy?

Question, part #2… if this is to deter sellers from providing off-eBay contact info, what’s to stop sellers from posting photos with their business cards that clearly show websites, personal email addresses, phone numbers, etc.?

Question, part #3… will eBay consider the scenario in query #2 a policy violation, and if so, how does eBay intend to police it?

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Hi @leo*spride - No need to be sorry at all!

Earlier this year we announced that in an effort to help expand/improve our product catalog, there would be times we would rely on a seller's photo. Typically, we only use a few images per product which means most sellers' photos won't be used.

Part #1 - The real purpose for this new policy is to help us ensure a consistent experience for buyers.

Part #2 -  We wouldn't recommend adding business cards or anything else with this information because that would be considered a violation of our policies: http://pages.ebay.com/help/policies/picture.html

Part #3 - See part #2. The policy will be enforced the same way other photo policies are.

[Anonymous]

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@dtexley3 wrote:

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@Anonymous wrote:

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@mr_lincoln wrote:

@Anonymous  wrote: Have you shared these via the "Comments?" link in Seller Hub?

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Hey Trinton, I have been using the Comments link for a number of things but for changes like I show in the pic I am note sure if a simple typed message will get the point across.  Is there a way to add pics to the comment link?

Mr. L

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When I click on the "Comments?" link in the upper right corner, it generates an email for me to send in to our Seller Hub team. A photo can be placed directly into this email for review!

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On the Seller Hub Overview page, clicking on Comments brings up the following.

Overview feedback

How likely are you to recommend Seller Hub?*

How likely are you to recommend Seller Hub?

Not likely

     

Very likely

Not likely1

2

3

4

Very likely5

What do you like the most about Seller Hub Overview? Select all that apply.

What do you like the most about Seller Hub Overview? Select all that apply.

Page design and layout

Shows me how my business is doing

Customizable layout

Tracks my daily tasks

I don't like anything

Other

Tell us moreTell us more

0 / 500

What do you like least about Overview? Select all that apply.

What do you like least about Overview? Select all that apply.

Page design and layout

Missing a feature that’s in another tool

Lacks a feature I want

More difficult to use than previous tools

Doesn’t work properly

Other

Tell us moreTell us more

0 / 500

Provide your email if we can contact you.Provide your email if we can contact you.

*Required

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I'm not certain why you see different options - it could be that I have my email open when I select the option. For your convenience, I grabbed the email address for you so you can reach out with photos: DL-eBay-SH-ListingsNG-Feedback@ebay.com

Let me know if you need anything else!

[leo*spride]

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@lacemaker3wrote:

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I tried to watch the video on Facebook, but I was locked out, and couldn't access it.

Perhaps if it had been public, that would have worked out better. People would still have been able to watch if they didn't have accounts.

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I do have an account, & tried to access the FB discuaaion, but apparently, it was open to members by invitation only?

[Anonymous]

Thanks for joining us this week! The thread is now closed and we will work to reply to any remaining questions. Looking forward to speaking to everyone next week 🙂

[alan@ebay]

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@gracieallen01 wrote:

In not, what about the folks that have questions and can't access or do not wish to participate in facebook or social media?

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They have the wonderful eBay Community platform 

[Anonymous]

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@a_c_green wrote:

Quoting your Seller Update email here: 

"We recommend that you review your images and start removing watermarks immediately. "

Given that watermarks are, by their nature, permanent, what process for removing them does eBay have in mind? What do they believe that the seller can do to remove watermarks?

The whole point of having watermarkets in the first place is for them to be a permanent modifier to the document or image; the one thing they are not is removable. The only practical way to meet that obligation seems to be to re-shoot each and every image for which an unmarked original is not available.

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The process for removing watermarks would vary for each seller, based on the the method in which they added them originally. You may have to retake photos if copies without the watermark are not available.

[Anonymous]

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@golfingaddict wrote:

I recently had a buyer ask to return an item due to not fitting.

No problem, return it with all original packaging and I will refund. 

The buyer returned an item but it was a completely different item/color.. And he returned used items instead of the new items that I shipped.  

I sent him an email informing him that I would refund him  when he sent back the correct (new) items.

He admitted in email that he switched the products.

I called ebay support and they told me that they could close the case by refunding the buyer as a courtesy credit. (my one time I was told)  What the heck? Even when the buyer admits he sent back the wrong product he gets a full refund?  The case was closed and I was told that ebay does not take sides.  (well clearly this is not the case because they did not believe me that I got old used items even when the buyer admitted it in ebay emails)

I was told that all feedback would be removed.  This was stated in the closed case email I received.

The feedback this guy left has never been removed from my account even though I was promised.

What can I do about this? And why would ebay pay off a guy that admits that he kept the new items and sent back something else?

I  did not feel like a valued customer.

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Hey @golfingaddict, if the buyer states in messaging that they sent back a different item, we would typically not cover them. There may have been other factors that lead to a courtesy, but we would not be able to discuss this specifics related to their account. It does sound like this case needs to be reviewed again to make sure that all appropriate actions have been taken. I recommend that you contact customer service to discuss the feedback.

[Anonymous]

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@golfingaddict wrote:

I called customer support to try to figure out an issue I was having and the customer support rep kept insisting that I have been a seller since 2015

I asked her to check again .. and again she insisted that it was 2015

I have actually been selling on this site since September 1998..  With no breaks or gaps and only a few week long vacations and even then I've had auctions running.

Where is this information coming from and is that why I am having trouble getting support?

I'm a Powerseller (forever it seems) and top rated seller since inception?

I think I know that I've been selling longer than 2015

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Hi @golfingaddict - I'm not sure where they were seeing the 2015 either as your profile clearly shows '98. I assume they may have been mistaken and looking at another account but I'll review the call to be sure. I'll follow up with you via email as soon as I know more. Thanks for letting us know! 

[Anonymous]

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@llllady wrote:

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@Anonymous wrote:

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@llllady wrote:

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@Anonymous wrote:

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@llllady wrote:

Hi, Alan (and anyone else who enters the lion's den)!

Why is there no way to make a partial refund (purchase price, less shipping) when a buyer purchases, seller ships, package is returned to seller as “Moved, Left no Address”?

This is what happened in a transaction that I got so entangled in that I’m not really thrilled right now with eBay.  Wasted time with PP, eBay CS, wasted money, can’t relist because the person might open up yet a third I.D. and circumvent my BBL and try to buy again.  You get the picture here?

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Hey @llllady, a partial refund would not be an option within an item not received case. If the item is delivered or the buyer is at fault for it's failed delivery, no refund is expected. If the item was not delivered successfully, a refund is expected. If you and the buyer would like to work out a partial refund, you can provide this directly through PayPal.

Additionally, if a buyer circumvents your BBL, we do not expect you to ship the item. Feel free to reach out to customer service in the future if this comes up so we can take actions to protect you.

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Wrong. The only option through PayPal was to send them a new invoice for the shipping charges, which they are not forced to pay.  eBay needs to have an avenue for a partial refund under the circumstances cited.  eBay knows who paid for the shipping and how much. eBay knows through tracking that the package was returned to the seller. 

This is on eBay's shoulders, and eBay is shirking it's responsibility to its SELLERS under these circumstances. 

I did not ship the second time and cancelled/refunded immediately. I did contact CS. Basically nothing more was done than to put the buyer on eBay's radar in case she pulls this stunt with someone else and then MAYBE something will be done.  More shirking of responsibility.

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You should be able to initiate a refund through the transaction in PayPal. I recommend reaching out to them for assistance with this if you would like to offer a partial. I feel there are details that I am missing, as the situation you describe is not something we would expect a partial refund to be provided in. I am unclear on the responsibility you are referencing, as the details you shared are not something we would typically expect a refund to be issued for. While refunding the buyer could be a great offer to make if you have the item back in your possession, if the buyer is at fault for failed delivery then you would not be accountable for reimbursement.

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I don't recall the exact terminology that was used, but it would not allow me to do it and said something to the effect that it was under review by eBay.  You guys are playing volleyball, and your seller here is the loser. 

Why would you not expect a seller to issue a partial refund?  You think the seller should eat the shipping fee when the buyer has a shipping address that is incorrect and the package is returned to the seller?  Why is the buyer entitled to a full refund and the seller is out the shipping fees because of their mistake? 

So what was I supposed to do?  The only choices I had were to refund in full or keep all of the buyer's money and my items.  I just want the money for the shipping, and if eBay provided an avenue to recoup that shipping through a partial refund, problem solved.  The shipping label was purchased through eBay. eBay knows the package was returned as undeliverable.  That makes it eBay's responsibility to ensure that the seller is not stuck with the shipping cost due to the negligence of the buyer.

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Hey @llllady, I think we have had a misunderstanding - I have mentioned in previous responses that we would not expect a seller to issue a refund at all under the circumstances you describe. We don't think you should eat the shipping fee, as the buyer is not entitled to a full refund. I can reiterate that when the buyer is at fault for a failed delivery as you have indicated, you would not need to issue a refund. If you choose to refund, that would be an option for you via PayPal. It may not become available until after the case is closed on eBay if the funds are on hold, but this case should be closed in your favor based on the details you have given me here.

[Anonymous]

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@vrykalak wrote:

Re: checking how a listing will look on a mobile device:

I clicked on the button to check how my listing would look on mobile devices.
It said my photo was too large. I said fix it.
Then it gave me some other issue (maybe font too small?). I said fix it.
Then it said my photo was too large.

Whadaheck?

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Hi @vrykalak - I'm not sure what would be causing that issue. I would recommend reaching out to our customer service teams: https://ocsnext.ebay.com/ocs/cuhome?from_ocs=1 so they can investigate and make sure it's reported as needed.