Weekly Community Chat, June 28th @ 1pm PT - General Topics

[alan@ebay]

Hi Community, 

Please join the Community team at 1 pm Pacific on Wednesday 6/28 for our weekly chat. There isn't a set topic this week so feel free to ask us all of your eBay buying & selling questions. 

Talk to you then! 

[llllady]

This is ridiculous, people.  It has now been over 2 months, and this user still has not been stopped from abusing the search and browse manipulation policy.

Are there any updates when the techies are going to be able keep sellers like this from adding these characters in their titles? 

No need to pull out the stock reply: "We can't tell you what's going on with a particular seller," because this is right there in your face. and goes beyond a particular seller.  If you don't want others abusing this policy, it's time to make it stop. 

When others are allowed to draw attention to their listings by abusing policies, while other sellers can barely even get a bot to view their listings, let alone a sale, this gets REALLY OLD.

[timemachine777]

---

@Anonymous wrote:

---

@timemachine777 wrote:

---

@Anonymous wrote:

---

@timemachine777 wrote:

Trinton

If you do not have tracking, then we would not be able to protect you in an item not received case anyway and there is no reason to ask a buyer to wait additional time.

Why should sellers even need protection from eBay? Isn't eBay suppose too be just a facilitator venue? If not...when is eBay going to remove this About eBay statement in the UA, because it's not an honest statement at all then.

About eBay

eBay is a marketplace that allows users to offer, sell and buy just about anything in a variety of pricing formats and locations. The actual contract for sale is directly between the seller and buyer. eBay is not a traditional auctioneer.

While we may provide pricing, shipping, listing, sourcing, and other guidance in our Services, such guidance is solely informational and you may decide to follow it or not. Also, while we may help facilitate the resolution of disputes through various programs, eBay has no control over and does not guarantee the existence, quality, safety or legality of items advertised; the truth or accuracy of users' content or listings; the ability of sellers to sell items; the ability of buyers to pay for items; or that a buyer or seller will actually complete a transaction or return an item.

What eBay states above is far from true when it comes to what it actually does regarding it's direct role in the processes of a transactional contract between all buyers and sellers on this venue. eBay gets directly involved in this contract also, and adds it's own contractual obligations that both parties must follow. These are not suggestions, due to the fact that sellers are faced with financial penalties if they are not followed.  An it doesn't end there. Suggestions are not suppose to come with any type of penalty.

---

Happy to clear our role a little further; a protection program is a part of our platform as a way of building trust in our site and increasing sales for our members. This has become an industry standard and we are happy to help facilitate a resolution when needed. The quotes you have provided from our User Agreement do not contradict this offer of protection within our eBay Money Back Guarantee. If you have any specific case questions, I recommend you reach out to our customer service team so they can look over the details for you!

---

I have in the past and they all have a different interpretation, or make no comment. 

I n regards to the protection program...It would still contradict the UA About eBay statement unless it were voluntary for members to participate and/or funded by eBay and not debited from the sellers accounts when issues arise. That's also what postal insurance is there for.

---

I must correct your interpretation of our User Agreement and clarify that this would not be a contradiction. Our eBay Money Back Guarantee is something all members of the site agree to abide by when they engage in transactions on our platform. 

---

I get that...It's just that members don't get to choose. You either agree or you can't use the site. It still doesn't change the facilitator issue. Back in the 90's when eBay was founded, the reason why this statement was put together was because if eBay got involved with any of the contracts between buyer and seller, they would need to be lic in every state as a broker and/ or auctioneer. Correct me if that's changed since then.

[ittybitnot]

Really? your answer is just to post a link back to this disscussion board?

They just don't want to talk about it.   He at least could have posted the message numberthat said an update would be provided when they got more information.  

[theshoppingmom2]

Good afternoon everyone!!!

ok I am just having an insane moment.... lets see....

new carrier.... new carrier "pretended  to scan acceptance scan sheet" took packages...... at 1:30 pm yesterday..... usually with older carrier the  scan will show almost  within seconds of  carrier scanning scan sheet.... well this one is not showing at ALL

Now there were three packages one priority , one 1st class and one media mail.... the two first packages are showing as scanned in Miami at 7:30 pm not at my house like they usually showed with  old carrier... the 3rd package media mail it shows label was done! and thats  it!!!!

I am hyperventilating as this package is not showing anything.... I have called the post office and put a complaint   with the carrier, I have called the regional south florida manager, I called their supervisors and filed a complaint with the website.....

should I send another item??? or wait???

[mam98031]

---

@bubbleman2010 wrote:

Mam I hate to rain on your parade but 24 hours after sale is made isn't 5 days...

---

I know a couple sellers reported having issues with INRs and their tracking showing up.  Their description of what transpired was different than the one having to do with the "test".  IMHO that those other concerns was do to a different issue or possible glitch in the system.  While the end result was the same [closed in buyer's favor] the path getting there was different.

[my-cottage-books-and-antiques]

I have some questions about the much discussed 24 hour requirement (for sellers to respond to buyer's INR claim).

This is NOT a policy change at this time? It is ONLY a test, effecting presumably only some sellers and or transactions?

The 24 hours to respond requirement does not apply to every buyer claim, correct? The test (if that's what this is), ONLY applies to situations where 1. The buyer has waited five days after the estimated delivery date to file the INR AND the seller has not, PRIOR to the filing of the INR, uploaded tracking. Is that correct?

If that is correct, then it seems to me there are two things here:

1. Some sellers ship with tracking but never upload it unless the buyer claims INR or otherwise demands/requests it. Those sellers might have a defense to an INR claim (IF tracking shows delivered), and under this test they have from the time they ship to the estimated delivery date, and another 5 days thereafter, and then another 24 hours to post their tracking. So, they can defend agaisnt the claim and maybe win.

2. Some sellers (many stamp sellers, for example) don't use tracking as it is cost prohibitive, and therefore they will not have a defense if the INR is filed, as they will have no tracking to upload. They are going to lose the case and will have to refund. Since they have no tracking to upload, they are actually getting only 24 hours to respond to the buyer (unlike the seller who has had more than a week to upload tracking). Since these sellers know they are going to lose, why not allow then to automate an INR refund when itrems are less than a certain dollar amount? That way there is an automated response within the 24 hours, and the seller will not get a demerit for failure to respond. 

What is grossly unfair about the situation the OP wrote about on the seller board is the lack of notice. The seller was TOLD in his email (which conformed to existing policy) that he had three business days. He was not told he had 24 hours. Now he has a strike against him for something he could not have known and could not have prepared for. Refunding the buyer was the correct thing to do, sure, but at the very least, ebay should remove the strike against the seller. And going forward, if ebay wants this test to be meaningful, ebay needs to annouce it in advance OR at least make sure the seller recieves a notice that correctly states the new time frame. Wouldn't you agree?

[theshoppingmom2]

ooospy for forgot to say: TIA for all the help!!

[copper.boom]

---

@bubbleman2010 wrote:

Mam I hate to rain on your parade but 24 hours after sale is made isn't 5 days...

---

Hi Bubble,

Respectfully, I'm not sure where you're getting the stat of 24hrs after a sale is made?

The new test is for INRs filed 5 days after the estimated delivery date when no tracking has been uploaded. The automatic escalation period is 24hrs.

We are waiting for some responses from the blues on things such as why the OP of that thread received a message stating he had 3 business days, not 24hrs over a weekend and was denied his defect appeal. And why sellers are not given even a single business day to respond. And a few other questions I'm probably leaving out.

But the Blues have just told us they are waiting for updates, so they can't tell us what they don't know. I trust that when they have updates they will be passed on to us. If we have more questions at that time we can ask them.

[Anonymous]

---

@goodluckselling wrote:

I would like to have the eBay staff participating in this thread to each give us an example of the language you would share with a buyer for a specific request.  You the eBay staff are going to be the seller in this role play.

Okay we already know that accepting checks and money orders is not acceptable on the eBay marketplace and that only an approved form of electronic payment is acceptable for the eBay platform.

When a buyer messages us through the eBay message system and makes a request to buy products and then tell you they will send you a check or money order.  How does eBay want us to respond to this request from a buyer who more than likely does not know the policy nor should they know it.

• Is there a way to tell the buyer to go ahead and commit to buy and then (what are the next steps) if any you would suggest the buyuer to do? 
• Should they send another message telling you they are sending the check or money order
• Should we just report the buyer for making unreasonable demands?
• Should we not respond to the buyer at all and leave them wondering or upset?

Please help us sellers to do the right thing in the eyes and minds of eBay so we can be better sellers with a common goal of completing successful transactions on eBay that are compliant to the current eBay policies.

Please provide a couple different example of the exact language you would use as a seller on eBay to a buyer who is making this demand.

Thanks and Good Luck Selling!

---

Hi @goodluckselling! With limitations in protection options when checks or money orders are used, there are only specific situations where they'd be allowed on eBay. Unless you're listing in a category where you can advertise those as forms of payment, I would suggest responding to your buyer's question with something like this: 

Thanks for your interest in this item! We aren't currently able to accept checks or money orders as a form of payment. We do, however, offer (enter payment method you offer here). Let us know if you have any other questions and thanks again!

Or something like:

I'm happy you're interested in this item! We currently are only able to accept (enter payment method you offer here) and wouldn't be able to take a money order or check. 

Something short and sweet like that should suffice. Since we do have very strict policies regarding those forms of payment, don't hesitate to report a buyer who may be pushing the issue after that. You can also include this link: http://pages.ebay.com/help/pay/accepted-payment-methods.html for your buyers to reference. 

[odditiesandantiquities1]

---

@Anonymous wrote:

---

@timemachine777 wrote:

Question about TRSP status in 2 parts...

1st I live in Maine. This winter we had a bunch of big storms including a recorded blizzard in Apr., so during the storms I contacted eBay to let them know that I can't ship that day. I was told that me TRSP was safe, that eBay takes storms into account. 

Two months later I lose my TRSP due to not uploading my tracking numbers within my handling time frame. I contact eBay. I'm told that because I didn't get the tracking uploaded I lose my TRSP regardless of the fact that I couldn't upload them because I didn't ship yet due too the storm. I was also told that the system is automated so no one can reverse it.

2nd How can a seller have a posted handling time of 1 day, and post in their listing that all items are shipped within a week due to their work schedule, and still maintain a TRSP status?

---

Happy to address these concerns in order:

1st - We can take events such as this into account when reviewing your Top Rated status and I'm happy to let you know that while in the past this was only an automated process, we can review issues manually at this time. The timeframe you indicate may be too old for review, but I'll reach out via email to double check with you.

2nd - I would need to see the specific example you are referencing and will grab this from you via email as well. Looking forward to working with you!

---

Thank you Trinton. Glad to see Timemachine is finally getting some help.

Me next? I'm also available for tech work....lol. 

[Anonymous]

---

@texanna1 wrote:

Will it always show a case closed in buyers favor Trinton? I have never had one of those before. It still shows that and it was not. Also. I have a return I need to process. Buyer could not wear jacket and returned because it was too small. If I go and refund on PayPal will I get another defect and will I get final value fee refunded? There is not customer service involved and I am afraid to call them. she just messaged and returned item.

---

Hey Texy, I believe you are referencing a case closed without seller resolution strike and I wouldn't be able to talk to specfics here on the chat. You can reply to me via email and we can get into the details of your account there.

Regarding a refund for the return you received where no case is opened, refunding through PayPal would create a defect. I recommend you have the buyer open a case so you can refund or work out a Cancel Transaction for "Buyer Requested". Either the cancellation or the case will not create a defect as long as you refund directly through that process. Any specific questions you may have you can send to me via email.

[tyler@ebay]

---

@southern*sweet*tea wrote:

Why is this still allowed in the book category after two years and multiple reports? I gave up reporting them last year 😞

https://www.ebay.com/sch/Books/267/i.html?_from=R40&_sop=15&_nkw=books&LH_PrefLoc=1&_dcat=29223&rt=n...

---

Thanks for bringing that to my attention: at least one photo should be being used per listing. I'll get it reported from my end as well. 

[copper.boom]

---

@llllady wrote:

Are there any updates when the techies are going to be able keep sellers like this from adding these characters in their titles? 

---

That actually brings up a good question. If symbols like hearts and some other characters are not allowed to be included in listing titles (as stated in the policy pages), why doesn't eBay simply prevent them from being added to listing titles in the first place with proper coding?

(Come on guys, it wasn't that funny. You can stop laughing now.)

[mam98031]

---

@ittybitnot wrote:

Really? your answer is just to post a link back to this disscussion board?

They just don't want to talk about it.   He at least could have posted the message numberthat said an update would be provided when they got more information.  

---

It's possible that Tyler just made an honest error.  Nothing intentional here to upset anyone.  He most likely meant to link to a specific posting as he did refer to Alan's posting, but his link was to the beginning of this thread.  Just a human mistake IMHO, not a plot!!

[janet9988]

---

@odditiesandantiquities1 wrote:

---

@janet9988 wrote:

---

@odditiesandantiquities1 wrote:

---

@Anonymous wrote:

Hello everyone! Welcome to the weekly chat 🙂 Looking forward to talking with you today!

---

Hello Trinton and Alan. Nice to see you again.

Ok, I talked to you all about my awful April. Not sure what happened but May was out standing, up 110%. Unfortunately I am down in the weeds this June.....60% drop over the last period. I have altered pricing, changed pictures. Tried going with all Fixed Price.

Nada....no one is seeing anything. I don't understand at all.  Please help?

Also, just to note, I spoke with a CS back in April and he thought my store and items were wonderful....well priced and presented well. He had no suggestions for me to improve at all.

---

In the User Aagreement ebay tells you that your item may not appear is some search results......

http://pages.ebay.com/help/policies/user-agreement.html

Listing Conditions

.........

To drive a positive user experience, a listing may not appear in some search and browse results regardless of the sort order chosen by the buyer.

---

We are talking about drastic turnarounds here. 

---

Just saying maybe your items are not getting shown to buyers some months.