Best Offers
Q: I’m not seeing an option to accept or decline best offers on my PC. Is there a timeframe for when this will be resolved?
A: While this is a known issue that our tech team is working to resolve, we do not have an ETA for a fix.
Leadership Transition
Q: Is there any update on Devin Wenig stepping down as CEO?
A: You can review our recent announcement here for the details of leadership transition.
Account Reset
Q: What is this so called "Reset" that the customer service reps say they are going to do when you call and ask about slow sales?
A: While we are able to administratively refresh/reset a member's store to push through any edits or revisions to listings that have not processed properly, or as a troubleshooting step for some rare vacation setting issues, this is not something that works in every situation and should not be viewed as something that will result in a boost in sales or visibility. Barring any seasonal items or external influences such as increased competition or supply, the most impactful steps a seller can take to improve their sales are related to making improvements to their listings overall.
To clarify, we do not have a button or process on our end that controls a seller's sales volume. Customer Service cannot take an action that will result in increased sales or visibility for a seller. What we can do is offer suggestions on improving listings, offering various services that promote engagement from your buyers (such as free returns, free shipping, more/improved item specifics, etc.), and ensure there are no issues with your listings that would be preventing visibility (shipping options set up incorrectly, violations of eBay policy, etc.).
The topic of an account "refresh" is something that we've seen arise from time to time, and we can assure you that we've taken steps to address this within our Customer Service organization to avoid any future confusion.
Return Requests
Q: I have a return where the buyer is concerned that the item wasn’t authentic. They returned the item to my supplier, who has confirmed that it is not authentic. What recourse do I have as I sent out a legitimate item? If the case is resolved in favor of the buyer, how do I file an appeal to get my money back?
A: The option to appeal becomes available after we've been asked to step in on the request, directly within the details of the case. If your buyer opened a return to let you know that they had concerns with the authenticity of the item, and your supplier received back an item that isn't authentic, it sounds like this essentially confirms your buyer's concerns. While we definitely recommend reporting any concerns you have with your buyer so we can review their behavior for potential abuse, based on the details you have shared we would ask that you issue a refund
Sales Tax
Q: I have a State Tax ID number and I have the sales tax set on my listings but am not seeing the tax paid to me in either eBay or PayPal. Is this visible somewhere?
A: If you operate your business within a state where we are required to collect and remit sales tax on your behalf (list of states here) you won’t have the option of charging a separate or different amount. This means for all of your customers residing within that state we charge them and remit the amount directly to the state. You can download a report that will give you details of what tax has been collected and remitted by going to your Manage Orders page in Seller Hub and choosing the 'Download Report' link in the upper right corner.
Multi-Variation Listing Revisions
Q: I made a formatting error (not a spelling mistake) on a multi-variation listing and didn’t notice until the listing was live, is there a way to correct it?
A: It looks like there currently isn't a way to edit the spelling of the variation once it has gone live. You'd be looking at ending the listing and creating it again from scratch. With minor formatting errors like this the effort to correct it outweighs the impact, so it may be better to leave it. We'll get this reported as a possible improvement to the listing form!
Seller Protections
Q: Under the upcoming seller protections being introduced for Top Rated Sellers, are we protected from negative/neutral feedback if a buyer chooses not to send an item back even though the seller offers free returns?
A: The enhanced protections detailed in our 2019 Fall Seller Update for Top Rated Sellers are specific to false Not As Described returns and returns where a buyer used or damaged the item. If a seller receives a return and finds the buyer stated a false SNAD or that the buyer used/damaged the item, that is when the seller would be eligible for the enhanced protections (which includes removal of negative/neutral feedback) when they give a full or partial refund. If a buyer does not return the item then these protections would not apply.
Sellers that offer free returns are also eligible for enhanced feedback protections if the buyer returns the item in a used or damaged condition and the seller issues a less than full refund due to the altered condition of the item. The item does have to be returned for these protections to apply.
Late Shipments
Q: Some of the transactions that are recorded in my Service Metrics or as a part of my on time shipping metrics are not accurate. I feel like these are errors on eBay’s part, but I have been told by Customer Service that they cannot be removed from my Service Metrics, nor can anything be done about late shipments that are recorded incorrectly. I take my selling account very seriously and don’t understand why eBay can’t do the same. Can anything be done?
A: It would be ideal if there was a process available to remove these late shipments from your account in every instance where you can show that the item was in fact shipped/delivered on time. Since this option is not available currently, we can only continue to assure you that we will manually adjust your Top Rated Seller status if it is impacted by these kinds of issues.
We will continue to proactively remove these misses from sellers impacted by widespread issues (such as natural disasters). We will also remove any transactions that are mistakenly recorded due to a confirmed site issue, though this may not encompass every transaction you are seeing on your reports where the tracking information supports that it should not have been recorded.
Q: One of my customers said according to the eBay app their package was overdue. Based on what I saw on my end on the desktop site, the package was on time and not scheduled to arrive for several days. Why such a discrepancy for eta of packages?
A: We’re not seeing that similar reports of this issue have been received. It's possible that your buyer misread the estimated delivery date or that they are looking at the earliest date in the range of dates that is often times provided. You are welcome to post a thread to our Technical Issues board to see if other members are running into the same thing. Feel free to @mention a member of the Community Team so we can look into the specific details of your transaction.
Listing Fees
Q: Recently when I relist items in bulk I see a $0.30 Designer Listing fee for those items. I contacted Customer Service, but nothing seems to have changed. Can you help me get this investigated?
A: We can assure you that we are looking into this and we’ll update the chat once we have more information to share. I do want to clarify that if you have reported an issue to Customer Service, the details have already been passed along to our tech teams for review. Though we can follow up and reply with more details if they become available, we would not be reporting this kind of issue in a different format than that which Customer Service was able to utilize. It can take a considerable amount of time to identify the cause of an issue and put a fix into place, but Customer Service would be able to address any necessary fee credits in the meantime.
Why To Buy Indicators
Q: I've seen "Long-time seller" on some listings. What does it take to get that designation?
A: The indicators that are sometimes displayed in search results or on the View Item page are determined by a variety of factors. Though we aren’t able to provide additional detail on this ongoing test, focusing on creating high quality listings can improve your chances of having these kinds of notifications in your listing.
Unsold - Not Yet Relisted Section
Q: I noticed that some of my Active listings are also in my Unsold - Not Yet Relisted section. How is this possible?
A: The most common reason this happens is at some point in a listings history it was inadvertently relisted more than once. Both versions of the listing will go to the Unsold - Not Yet Relisted section once they end, resulting in two copies of it in that section. It’s best to contact Customer Service and provide them with an item number. They can research the item’s history to determine why there is an Active and Unsold - Not Yet Relisted version.
Regards,
wooden_flower Volunteer Community Mentor.
