Un-Removable Stock Photo Glitch

[medontmind]

 My glitch is the large main photo of the item I uploaded in many of my listings has been replaced by a stock photo. Example: https://www.ebay.com/itm/332709611518?ssPageName=STRK:MESELX:IT&_trksid=p3984.m1555.l2649

I tried re- uploading the photos, I tried filling in all 12 photo spaces with pics, but the UGLY stamp sized stock photo will not go away.  Ironic thing is I can now have an unlucky 13 photos in these listings, but the 1st pic is the unwanted stock photo.

 Also some of the pics I uploaded of the item for auction now have the words stock photo in the lower corner.  Anyone else having this issue? Check your listings.

[futuretomorrow · Accepted solution]

1. Ensure you're in the advanced listing tool.

2. Uncheck "Prefill this listing with eBay catalog info" in the upper left-hand corner of your screen.

3. Problem solved.

You peaked my interest enough to call eBay and figure this out and I've verified it works by creating a dummy draft listing and previewing it before we ended the call. Good luck and Happy Friday!

[medontmind]

Thank you, Thank you, Thank you. I tried your solution revising a couple of the effected listings and it's working.

[futuretomorrow]

Awesome! Glad to hear it's working for you 

[treasurotica]

I'm having this same issue. Listing a used item with all my own pictures which show actual condition, yet eBay is forcing a stock photo as the first image, even though they state right above my photos that a stock photo won't be used since it's a used item (and yet, the stock photos now cannot be deleted).

While the fix for unchecking the catalog info to remove the stock photo works, it also removes the listing from being found in ebay's catalog, and the item won't be shown with other similar items, for example if someone searches by UPC or model number. We need eBay to correct this asap or provide a better solution. 

[treasurotica]

What's worse is that at first I thought it was just happening on items listed as new, but now I'm seeing it on items I have that are listed as used. 

[so_cal_treasures]

I'm having the exact same issue and eBay is treating me like I'm crazy, after HOURS of phone calls to their tech support and be providing screen shots, etc. I still have received no response from eBay. I've found that the issue seems to only affect some users rather than all users and seems to vary depending on the platform you are using. For example, if I'm viewing my listing from my cell phone the stock image does not appear. But when I use Google Chrome browser from my laptop the stock image appears but from the same laptop if I use Microsoft Edge/Internet Explorer it does not show the stock photo. My issue with the "stock photo" is that I'm already recieving buyer complains and return requests for "item not as described" because the stock photo is appearing on my used and parts/repair items even though I've uploaded my own images. I sold a broken parts/repair cell phone with a shattered LCD screen that was displayed as a brand new device from the stock photo. Obviously there were 11 other photos and a very detailed description provided that the buyer is trying to dismiss on account of eBay's stock photo issue. Ebay is simply trying to wash their hands of the issue and say that it's my problem when this is obviously an eBay technical issue. I literally wasted two entire listing days with phone calls back and forth to eBay trying to get a resolution on this issue and still have recieved ZERO repsonse from ebay. All I keep getting is deniablity from eBay that there even is an issue?! I am NOT crazy! This is actually happening and it IS impacting my seller perfomance, sales and excessive returns within the last couple of weeks!

[treasurotica]

I'm going to write eBay for Business on Facebook, they are usually more knowledgable and effective than calling, maybe if more people do the same someone on their end will eventually take note and fix this... if in fact it's a glitch and not one of their new "features". And yes my concern is the same - I am selling a used camera with scratches, yet the first photo shown is a brand new pristine stock photo... an INAD waiting to happen. There's other threads on here I found of people reporting the same thing, so it's not just us, and no, you're not crazy! 🙂

[redgar-atx]

This solution does not work if someone has bid on the item.

This adversely affects my auctions!! **bleep**!!

I use to be able to use the pre-fill feature ( l sell comics) and then delete the stock photo and use my own photos of the book.

UGH!!  Wish there was a way to shove the stock photo to the back.

[topnotchtomes]

This issue still is not fixed. I received an email from a buyer today wanting to see real pics. I checked the listing and ebay had removed all of my photos and left the stock photo. Ridiculous. They are on almost everyone of my listings, especially the used items. They are breaking their own policy by allowing this to happen.  

What are the guidelines?

 Allowed

• Include large, clear photos of the item for sale
• Include pictures of any flaws so that buyers can see what they are getting

 Not allowed

• Including photos that don't accurately represent the item for sale
• Stock photos for used, damaged or defective items

[babclassics]

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@treasurotica wrote:

I'm going to write eBay for Business on Facebook, they are usually more knowledgable and effective than calling, maybe if more people do the same someone on their end will eventually take note and fix this... if in fact it's a glitch and not one of their new "features". And yes my concern is the same - I am selling a used camera with scratches, yet the first photo shown is a brand new pristine stock photo... an INAD waiting to happen. There's other threads on here I found of people reporting the same thing, so it's not just us, and no, you're not crazy! 🙂

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@treasurotica wondering if you were able to get any response from Facebook chat on this issue?  Now it is July 19th and problem is still there for me.  If one really wants to get rid of the stock photo, one can unlink from the catalog but this is a very poor workaround.  First, it takes lots of work to re-populate the listing details manually since de-linking from the catalog remove a lot of fields.  Second, link to the catalog give you much higher search results and so de-linking may hurt sales at least for some.  Third, there is no way to find out after the fact which of your listings are linked to the catalog without going through every one and looking for the link.  Not sure how many more daily eBay bugs i can tolerate without bursting!  Spent the whole day removing catalog links rather than listing new items... ugh.

[treasurotica]

Their reply to me was basically that they cannot replicate the issue on their end, and that it must be a caching issue on my computer. I can tell you it's definitly NOT a caching issue on my computer, as my cache is cleared, and I can clearly see this happening on other computers, browsers, etc., and I'm obviously not the only one it's happening to. I pointed them to this thread and other similar ones here on this forum, but... who can say if they will read them?

[webebuyers]

In case Ebay still says this is not an issue, I noticed it a few days ago and now it it driving me crazy too!  

I have sold on here for 15 years and know what I am doing, it is definitly a GLITCH! 

It needs to be fixed! 

[grannyfrannys]

Same here, just posted a few things this afternoon, & unless you un-check the pre-filled catalog info., it automatically posts the stock photo of your item as first photo. So victim of eBay glitch? new feature (ugh)? They can't "replicate" the problem? Give me a break. 

[healthynewyou]

I can't stand the "must be cached" excuse.