This Week's Chat

[copper.boom]

alan@ebay @Anonymous @Anonymous tyler@ebay

Hello Community Team!

I hope you had a nice long weekend. As of right now it looks like I won't be able to make it to chat tomorrow, but I have several questions I wanted to ask. I am posting them here with hopes that you can either answer on this thread or answer them during chat tomorrow.

Thanks in advance!

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Q1: Regarding Promotions, Markdowns, Best Offers

If a seller is running a sale via Markdown Manager and simultaneously running a Promotion (ex: 10% off 3+ items), would both markdowns apply (markdown price + additional 10% off) or would one discount take precedence over the other?

If a buyer makes a Best Offer while the seller is also running a Promotion (ex: 10% off item $50+), would the best offer (ex: $60 offer) then have an additional 10% discount due to the promotion, or is a best offer not affected by promotions?

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Q2: Mobile View

A while back we were notified that Mobile View would see a change to the item description "read more" with an arrow so that it was more clear to buyers they would need to click to see full description.

https://community.ebay.com/t5/2016-Spring-Seller-Update/Custom-Item-Description-I-don-t-want-to-use-part-of-my-regular/m-p/25407915#M119

From reading the boards I can see that the 'read more' seems to have been applied to Android mobile view. But this change has NOT been made to iOS. I just checked 2 Apple devices and both have only the light grey arrow, no 'read more' text.

When will iOS be updated?

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Q3: Changing Store Name

When a seller changes the name and/or logo of their store, the listing frame (center of listing page) still displays the old name and images. The work-around for this is to revert to the old layout, make updates, then back to the new layout where you have to re-do a bunch of settings from changing back/forth.

There has to be a better way. When a user changes store name & logo that should auto-populate to the listing frame just as it does the main store page. It's been a few years now and sellers are still running into this problem. Can a request be submitted to fix this issue? 

https://community.ebay.com/t5/Selling/Changing-pictures-and-text-of-store/m-p/27005653#M966710

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Q4: INR Cases

If an Unpaid Item Case is opened & closed in seller's favor when the buyer doesn't pay, is it then possible for the buyer to open an Item Not Received Case?

Further, if a buyer has not paid and there is no UPI filed, can the buyer open an INR case in that instance?

If the answer to either of these is yes, then my follow up question is why does the system allow that?

https://community.ebay.com/t5/Selling/Buyer-never-paid-then-opens-Item-Not-Received/m-p/27026556#M970798

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Q5: UA Updates Follow-Up Question

If "Consumer Seller Listing Tool" is the proper name for the New Quick Listing Tool as specified in the recent UA update, then what is the proper name for the New Advanced Listing Tool?

[Anonymous · Accepted solution]

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@copper.boom wrote:

alan@ebay @Anonymous @Anonymous tyler@ebay

Hello Community Team!

I hope you had a nice long weekend. As of right now it looks like I won't be able to make it to chat tomorrow, but I have several questions I wanted to ask. I am posting them here with hopes that you can either answer on this thread or answer them during chat tomorrow.

Thanks in advance!

-------------------------------------------

Q1: Regarding Promotions, Markdowns, Best Offers

If a seller is running a sale via Markdown Manager and simultaneously running a Promotion (ex: 10% off 3+ items), would both markdowns apply (markdown price + additional 10% off) or would one discount take precedence over the other?

If a buyer makes a Best Offer while the seller is also running a Promotion (ex: 10% off item $50+), would the best offer (ex: $60 offer) then have an additional 10% discount due to the promotion, or is a best offer not affected by promotions?

-------------------------------------------

Q2: Mobile View

A while back we were notified that Mobile View would see a change to the item description "read more" with an arrow so that it was more clear to buyers they would need to click to see full description.

https://community.ebay.com/t5/2016-Spring-Seller-Update/Custom-Item-Description-I-don-t-want-to-use-part-of-my-regular/m-p/25407915#M119

From reading the boards I can see that the 'read more' seems to have been applied to Android mobile view. But this change has NOT been made to iOS. I just checked 2 Apple devices and both have only the light grey arrow, no 'read more' text.

When will iOS be updated?

-------------------------------------------

Q3: Changing Store Name

When a seller changes the name and/or logo of their store, the listing frame (center of listing page) still displays the old name and images. The work-around for this is to revert to the old layout, make updates, then back to the new layout where you have to re-do a bunch of settings from changing back/forth.

There has to be a better way. When a user changes store name & logo that should auto-populate to the listing frame just as it does the main store page. It's been a few years now and sellers are still running into this problem. Can a request be submitted to fix this issue? 

https://community.ebay.com/t5/Selling/Changing-pictures-and-text-of-store/m-p/27005653#M966710

-------------------------------------------

Q4: INR Cases

If an Unpaid Item Case is opened & closed in seller's favor when the buyer doesn't pay, is it then possible for the buyer to open an Item Not Received Case?

Further, if a buyer has not paid and there is no UPI filed, can the buyer open an INR case in that instance?

If the answer to either of these is yes, then my follow up question is why does the system allow that?

https://community.ebay.com/t5/Selling/Buyer-never-paid-then-opens-Item-Not-Received/m-p/27026556#M970798

-------------------------------------------

Q5: UA Updates Follow-Up Question

If "Consumer Seller Listing Tool" is the proper name for the New Quick Listing Tool as specified in the recent UA update, then what is the proper name for the New Advanced Listing Tool?

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Hey @copper.boom, hope you had a great holiday weekend! I'm happy to address these questions for you here.

Q1: Both the Markdown Manager and Promotion discounts would stack and apply to the purchase. Best Offers would not have any promotions applied. The offer made and accepted is the final amount.

Q2: This feature is still in testing and has not been rolled out to everyone (including Android users). No word on an official release date, but likely is in the very near future.

Q3: We've received this feedback in the past and passed it on to our developers. While we don't have any updates at the moment, it is something that is on their radar.

Q4: There are times where we are not able to recognize payment and because of this, an Item Not Received case can be opened when either an unpaid item case is closed against the buyer or no payment is recorded. However, if there is no record of payment and the buyer does not provide proof of payment in the case, then we would close it in the seller's favor without an issue. If a buyer doesn't pay, a seller is protected, but there are times where some extra steps may be needed.

Q5: The "Consumer Seller Listing Tool" is referencing the tool that a seller has used to list. I know there has been a lot of confusion about the wording change in the UA, but want to stress that the only thing that changed is for certain sellers the option to provide a duration on their listing would not be available unless they switched to a different tool. Certain verbage in the user agreement is within the context of legal terms, and would subsequently not align with commonly used everyday terminology for certain tools and features. The appropriate names for these tools would be the New Quick Listing Tool and the New Advanced Listing Tool.

[southern*sweet*tea]

trinton@ebay wrote:

Q4: There are times where we are not able to recognize payment and because of this, an Item Not Received case can be opened when either an unpaid item case is closed against the buyer or no payment is recorded. However, if there is no record of payment and the buyer does not provide proof of payment in the case, then we would close it in the seller's favor without an issue. If a buyer doesn't pay, a seller is protected, but there are times where some extra steps may be

needed.

What exactly would be proof of payment?  A screenshot of a fake check made out in the seller's name? With Paypal being the only accepted payment method outside of merchant accounts- which very few sellers use - wouldn't any other payment method be disallowed and thus not eligible for buyer protection?  For categories that do allow other methods, such as motors, industrial, etc. of course this would not apply, so shouldn't that option only be available for those categories? 

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[ymeagainlord]

Never mind = )

[copper.boom]

Thanks for helping to provide some answers @Anonymous

Q2: MOBILE VIEW. I am shocked. This feature was announced during last year's Spring update and it's still in testing? It's only a 'read more' link.... I thought this was going live last year May/June. Please do keep us posted on the progress here. I get a lot of mobile users and several who are new to eBay have told me flat out that they didn't see the pale grey arrow and had no idea they need to click to see a full description.

Q4: UPIs & INRs. I find this to be very confusing. I have similar follow-up questions as posted by southern-sweet-tea above. If paypal is linked to eBay and a seller's merchant account is linked to eBay, then what form of payment is the system not able to recognize? Because cash on local pickup would not need to be seen by the system since local pickup voids protection in an INR case.

If this is a necessity based on the category (ie: motors), then why wouldn't INRs be blocked when there's a lack of payment for all categories except the excluded ones? Further, if a UPI is closed without payment recorded, then why would an INR be allowed regardless of category?

[Anonymous]

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@southern*sweet*tea wrote:

@Anonymous wrote:

Q4: There are times where we are not able to recognize payment and because of this, an Item Not Received case can be opened when either an unpaid item case is closed against the buyer or no payment is recorded. However, if there is no record of payment and the buyer does not provide proof of payment in the case, then we would close it in the seller's favor without an issue. If a buyer doesn't pay, a seller is protected, but there are times where some extra steps may be

needed.

What exactly would be proof of payment?  A screenshot of a fake check made out in the seller's name? With Paypal being the only accepted payment method outside of merchant accounts- which very few sellers use - wouldn't any other payment method be disallowed and thus not eligible for buyer protection?  For categories that do allow other methods, such as motors, industrial, etc. of course this would not apply, so shouldn't that option only be available for those categories? 

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Proof of payment would be only related to accepted payment methods - we don't cover checks but we do offer protection for payments made via PayPal or through a Merchant Credit Card Account. If the buyer provided verifiable proof one of these methods was used and for some reason our system did not recognize it, we would still expect the seller to resolve the issue.

This is simply allowing for protection in situations that should have that protection already, not additional situations. If the buyer did not pay you, then you would still win the case and be protected as normal.

[copper.boom]

If I'm reading this correctly, then the only reason this is allowed is "just in case" the system fails to recognize a paypal or other payment that is linked to the system?

Wouldn't it make more sense to instead make it so that the buyer can't open an INR when there is no visible payment, and instead they would have to call CS and have them open an INR from their end if it was a rare case where payment didn't show?

There are so many people trying to scam others by opening INRs when they haven't paid.

How many legit cases where the system truly did not recognize the payment?

It just seems like it's set up backwards...

[Anonymous]

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@copper.boom wrote:

If I'm reading this correctly, then the only reason this is allowed is "just in case" the system fails to recognize a paypal or other payment that is linked to the system?

Wouldn't it make more sense to instead make it so that the buyer can't open an INR when there is no visible payment, and instead they would have to call CS and have them open an INR from their end if it was a rare case where payment didn't show?

There are so many people trying to scam others by opening INRs when they haven't paid.

How many legit cases where the system truly did not recognize the payment?

It just seems like it's set up backwards...

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While I don't have numbers on how often this was causing issues, I can confirm this is essentially a "just in case" measure. We still close the case for the seller if there is no confirmed payment and this will happen automatically if the seller escalates the case to eBay after they have double checked that they did not receive funds for the transaction.

[copper.boom]

Thanks for taking the time to confirm Trinton.

I don't agree with the set-up as it's too counter-intuitive for my rational & logical way of thinking, but at least I understand it now.

[llllady]

@Anonymous

Short hijack.  Five weeks and counting...any updates?      

[copper.boom]

LOL @llllady - I don't think they'll ever give you an official update on your favorite seller because they "can't share details of someone else's account" but I do admire your persistence.

[southern*sweet*tea]

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@ymeagainlord wrote:

Never mind = )

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@ymeagainlord

What...is my slip showing? 

[llllady]

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@copper.boom wrote:

LOL @llllady - I don't think they'll ever give you an official update on your favorite seller because they "can't share details of someone else's account" but I do admire your persistence.

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I guess the real question is whether they will ever get the right team to actually act on the policy.  I report some of them once in a while.  Still nothing happens.  Then eBay wonders why people are hesitate to report ANYTHING when NOTHING gets taken care of.   The "someone else's account" really isn't an issue since the issue is out there in plain view. 

[copper.boom]

Lady - I reported an illegal listing for an endangered species item about a month ago. No action taken yet.

[ymeagainlord]

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@southern*sweet*tea wrote:

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@ymeagainlord wrote:

Never mind = )

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@ymeagainlord

What...is my slip showing? 

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Nope - mine - I was a day ahead of myself = )