eBay

tyler@ebay · ‎09-24-2019

Join the Community team here at 1 PM PT on September 25th 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,

Anonymous · ‎09-25-2019

@cookiecookie55 wrote:

One of my customers asked where her package was. She said according to ebay the package was overdue. See saw this information on the ebay app.

According to what I saw on my laptop view the package was on time and not scheduled to arrive for several days.

Why such a discrepancy for eta of packages between the laptop view and app?

Thanks,

cookie

Hi @cookiecookie55, I'm 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, and feel free to @mention a member of the Community Team so we can look into the specific details of your transaction.

brian@ebay · ‎09-25-2019

@vrykalak wrote:

brian@ebay wrote:

@vrykalak wrote:

I had the chance to post 200 extra listings last week. I noticed:
- listings for multiple items went away when one was sold (they used to stay up until all were sold)
- two items claimed I had stopped them for "item not available" (I did not)
- two more items (in addition to the three I reported before) were on both Active and Unsold/not Relisted pages

What is going on? This never used to happen.

Hi @vrykalak, we're happy to look into this for you. However, we need you to provide us with item numbers if you are reporting issues related to specific items. Thanks!

- listings for multiple items went away when one was sold (they used to stay up until all were sold) - The two I noticed were: 383153506616, 383150068873
- two items claimed I had stopped them for "item not available" (I did not) - I don't offhand recall those. I can figure them out with a little research
- two more items (in addition to the three I reported before) were on both Active and Unsold/not Relisted pages - there are four more, actually: 383097838840, 383097838840, 383097843239, 383097843832

- and there's one that has been in the Unsold/Not Relisted for a couple of months now, which was sold earlier this year: 383032920866

Thanks @vrykalak.

- Items 383153506616, 383150068873 and currently active on the site and visible to buyers. They haven't ended.

- I do see items 383097838840, 383097838840, 383097843239, 383097843832 in your Unsold/Not relisted right now. This is because they have not been relisted. It looks like at some point in the items history they were relisted more than once. For example, item 383151766865 is currently active, but it was not relisted from item 383097843239.

The history of item 383151766865 is: 383151766865 was relisted on September 14th from item 383131560085. Item 383131560085 was relisted on September 1st from item 382958027699. Item 382958027699 was listed on May 17th and was ended June 16th.
The history of item 383097843239 is: 383097843239 was relisted on August 11th from item 383021366076. Item 383021366076 was relisted on June 24th from item 382958027699.
- This shows that item 382958027699 was relisted manually twice, at different times(June 24th and September 1st). While I can see that the items were relisted manually by you, I cannot see from which page they were relisted (Unsold - All, Unsold - Not Yet Relisted, or Unsold - Relisted). I suggest that you bring this up with your concierge support so they can take a more in depth look at the situation.

Brian,
Community Team

Anonymous · ‎09-25-2019

@hossofcards wrote:

Any word on what this disappearing promotion for 10K+ free insert promotions that appeared last night and disappeared and weren't honored? Seems like a pretty raw deal for a lot of sellers. Maybe something like 1000 free listing would smooth over

Hi @hossofcards, the offer that was briefly displayed yesterday was invalid and has since been removed. We apologize for any confusion that it may have caused. Since it was not able to be activated, there won't be any credits issued for those impacted, but if there are additional concerns related to this offer our Customer Service teams will be happy to address them.

tyler@ebay · ‎09-25-2019

@wooden_flower wrote:

tyler@ebay wrote:

@wooden_flower wrote:

Hi there,

Here's an easy one for you (I hope!). Or at least light-hearted 🙂

In creating a variation listing, if you make a typo on an option that is not a spelling error, is there a way to correct it?

My issue - sometimes I type the 2nd letter before letting up on the shift - so I get BLue instead of Blue. If I remove the offending option from the 'selected' options, it is still in the available options. Since it is not misspelled, I can't add it again with the case corrected - it is seen as already existing.

Is there a way to delete the option from the available list (on the left) so I can add it again, case corrected?

thanks!

Sue

Hi @wooden_flower - That's a tricky one! I think, once live, there isn't an easy way to get that edited. Do you happen to have the item number to share so I can do some tinkering?

Thank you Tyler. 333309168177 & 333325824403 - Denim BLue.

I can live with it, but I'd rather fix it, if I can 🙂

Sue

Hi @wooden_flower - I looked into this and there isn't a way I can find for you to be able 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 (which just sounds like a headache). With a minor formatting error like this I think the effort to correct it outweighs the impact, so I'd probably leave it.

I'll get this reported as a possible improvement to the listing form!

Tyler,

community_team · ‎10-02-2019

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.