Seeing Different Information

[punksvinyl]

I'm hoping someone is able to assist.

I sold an AS IS item with no returns due to my described condition.. The buyer stated they didn't read the full description. I gave a full refund anyway. However, I'm curious where the buyer's screenshot came from as it is not the FULL description.  

I've put them both below. Where are buyers only seeing snippets from descriptions? Could it be after purchasing? Thank you for any information?

[ittybitnot]

@punksvinyl   Though this is not verifiable at this point for your situation, there has been reports regarding products that have been chosen for display with the new eBay/Facebook agreement.  If your item was displayed there, then it has been shown that a "new" AI generated (even if stupid and incorrect) description will replace those you have on YOUR listing merely for the FACEBOOK facing eBay listing.  If the prospective buyer should actually 'click through" they will be taken to your product page with the original description.  However, those that thought they were actually reading YOUR description from the start, may not give it a second glance. 

Hopefully others will weigh in and provide you with more information. 

[wastingtime101]

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@punksvinyl wrote:

Where are buyers only seeing snippets from descriptions?

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Are you referring to this screenshot?

That's part of a new item page view - only a small numbers of buyers can see that right now. Not sure if it's still in testing or being slowly rolled out at this point.

Similar to an app experience, the new web item view shows a snippet of the description and buyers need to click that arrow on the right to read full description.

It appears to the right of photos and below pricing - and above all other sellers' listings and ads.

Hi kyle@ebay - see above and please send this feedback to the product team. Thanks!

[punksvinyl]

Thank you! This is a possibility since the buyer's screenshot description makes no sense at all upon reading it.

[wastingtime101]

What we're seeing here is completely unrelated to facebook @ittybitnot .

I was part of a group last year on this forum where eBay was gathering feedback about a new item page layout. This is from one of those new layouts that was presented.

We gave a lot of feedback - some eBay listened to and some they didn't.

[punksvinyl]

Yes, that's the screenshot I'm referencing. Reading it from a buyers perspective, it makes no sense. So will every buyer see it like this?

[12345jamesstamps]

If you or someone has an iPhone or cellphone and has the eBay APP on it...

Clink on eBay and an item...you see a photo and the title...

and have to scroll and click to find the 'description'.

When you see all these people with their iPhone glued to the hand...LOL

Would you not think none are not making a simple purchase...when we order food, take an Uber, buy an item on Amazon while waiting inline at the movies or sitting on a weight machine at the gym(I hate think the most.) or whatever...do they read up on everything they are making a purchase on?

Was it stated in the title "AS IS'? If not...I would do the refund.

One has to put as much as possible in the title so dumb buyers can read it...not saying all buyers are like that...but there are a lot out there.

No returns does not mean no returns usually on eBay.

[wastingtime101 · Accepted solution]

If eBay rolls it out site wide, then yes. At this point I'm not sure if they finalized that portion of the page or if they are still testing.

It's pulling what the system thinks is the most relevant part of your description.

What I would do in your shoes:

Create a graphic that explains your various grading conditions and upload it to your listing while leaving that text out of the description. Otherwise you risk the system pulling random lines from different conditions in that brief summary that's shown.

[punksvinyl]

I already gave a refund. I wanted to know where a buyer was seeing this jumbled version of my description. It's not just the 1st few lines. It's pulling a few sentences from the entire thing. Unfortunately the items I sell need a full description. This isn't from the main item page.

[punksvinyl]

Thank you for explaining and the recommendation.  Pardon my inexperience, would you put the graphic in the description? 

[wastingtime101]

No I'd upload it with photos - just like you would a size chart / measurement graphic for clothing.

[punksvinyl]

One more question. So is this a view outside of the app? Like what a buyer would see on a computer or on a mobile device without the app installed? 

You've been most helpful. 

[wastingtime101]

Regular website. Look at this for a better view @punksvinyl :

https://community.ebay.com/t5/Selling/Grrrrrr/m-p/35025511#M2548591

The major problem kyle@ebay is when we saw previews in earlier stages, the text said "Description Summary" but what this seller's buyer saw is "Item Description from the Seller" - no indication that it's a summary and buyer should click arrow to read more. People used to a web (vs app) experience may not be hardwired to click that arrow to see the full description when they're not forewarned it's a summary.

[punksvinyl]

Thank you so much for your knowledge! This explains it.

My buyer was upset asking why I didn't list certain details, when I clearly did and even made them bold to stand out. He told me he felt misled as the most important things were left out of that summary. 

I list as many details as possible but it appears the technology decides what is important. 

With your involvement in the project, will this feedback get reported?

-Angie

[wastingtime101]

That private group is closed now, but I tagged an eBay rep in this thread and he's awesome about sending feedback and use cases to the product team. I'm confident he'll pass on your buyer's bad experience caused by this.

Another thing you can do is click the ? icon on the lower right corner of the page, and when that box pops up click "submit feedback." From there fill out comments that your buyer saw a new layout on the item page with a truncated description which resulted in a return and the buyer feeling misled.