mam98031 • Volunteer Community Member • Buyer/Seller since 1999
ShipScript has been an eBay Community volunteer since 2003, specializing in HTML, CSS, Scripts, Photos, Active Content, Technical Solutions, and online Seller Tools.
Hi everyone! Thanks for joining us for the Weekly Chat with eBay Staff. We don't have a specific topic this week, so feel free to share any general buying or selling questions you may have!
The chat thread will remain open until 2 PM PT at which point we'll close it from additional responses. After that time, we'll continue to work on responding to any queries that might still be unanswered.
To post your question, click Reply in the lower right corner of this post, type your question, and hit submit between 1-2 PM Pacific Time. The format of our chat mirrors the format of our Community Discussion Boards, where each post will appear in the thread chronologically. The Community Team will review each question as it comes in, and will quote the original question in our reply. This quote and the reply will appear later in the thread, so just keep scrolling down to see our answers.
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@dhbookds wrote:
Any word from Khoros on when the problems on the boards might be fixed?
And could you post the ones that you are trying to get fixed? the only one for sure that attention is being paid to is the post flooding problem.........
Hi @dhbookds - there's not a current estimate on when all open issues with Khoros will be resolved, but we continue to work with them, and progress is being made.
There are a number of issues open with Khoros at the moment, the largest ones being:
Post Flooding error
Random error messages when navigating the boards or composing replies
Email notifications not arriving
Pagination formatting issue
Thanks!
tyler@ebay wrote:
@dhbookds wrote:Any word from Khoros on when the problems on the boards might be fixed?
And could you post the ones that you are trying to get fixed? the only one for sure that attention is being paid to is the post flooding problem.........
Hi @dhbookds - there's not a current estimate on when all open issues with Khoros will be resolved, but we continue to work with them, and progress is being made.
There are a number of issues open with Khoros at the moment, the largest ones being:
Post Flooding error
Random error messages when navigating the boards or composing replies
Email notifications not arriving
Pagination formatting issue
Thanks!
I'm not shooting the messenger, just making a statement.
Most if not all of those issues are now THREE months old if my count is correct.
FYI, the Bell notifications are also inaccurate. While I think it gets most things, it misses and drops stuff all the tiem.
@coffeebean832 wrote:
Just when we were making progress on the order details page- things have reverted.
After an item is delivered eBay removes the estimated delivery date from the order details page. This is a new change in the past week or so as we used to have visibility to that date after an item was delivered.
This information should be restored. I already sent an e-mail to explain and when you read it you'll understand why I didn't include the info here.
I have submitted feedback directly using the comments page, but it will help if the feedback comes from multiple sources. 🙂
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Addendum- after I sent the e-mail I did find that the estimated dates are still available in the downloaded reports so that's great- but it would still be more convenient for it to display on the order details page.
That also reminded me of an issue with downloaded order reports- they don't have a column showing delivered date.
Thanks @coffeebean832 - we'll get that feedback shared. 🙂
I currently have 9 Item not received defects yet there is verified tracking for the item showing it was delivered. I was told by CS these could not be removed from my account as the customer did fill a case. I am pushing close to VERY HiGH for this matrix and I am afraid it will affect my eBay visibility.
John Norman
1099: Accountants can request a report from the IRS that will list all 1099s the IRS has received for a given tax ID. I used this method one year when I lost my folder of 1099s. If eBay sent your 1099 to the IRS (if the dollar value exceed $20K and 200 transactions), it can be gotten directly from the IRS. If eBay failed to send 1099 data to the IRS (if it fell below the mandatory threshold), then you may rely on the accuracy of your own bookkeeping.
@zamo-zuan wrote:
"We will treat them like true partners by making the platform easier to use, grow their brand, drive their sales and carefully protect their reputation." - Jamie Iannone, July 28, 2020"
I am bring my questions to chat here in hopes that eBay & Senior Leadership will stand true to these words,
I have few questions related to the eBay announcement: "How we're responding to the USPS delays" that have not received replies up until this point.
In the announcement, sellers are promised:
- Protections from defects & delays out of their control
- Protections from Item Not Received as long as the sellers met the handling time commitment.
- Defects removed when items show up late after Item Not Received .
- Feedback removed if the items are delivered late following Item Not Received.
Questions regarding this:
1) EBay policy states that sellers are to refund Item Not Received cases if they go beyond 7 days without tracking updates, or else sellers are at risk for an "Closed without seller resolution defect". EBay Customer Service also advised us to refund customers once it goes beyond 7 days.
We are now being told that because we followed eBay policy and refunded the customers, we are NOT eligible for the announced protections!
The protections as we've been told, are reliant on sellers NOT following eBay policy. If sellers DO follow eBay policy, they ARE NOT being protected, yet if they DO NOT follow eBay policy, they WILL be protected?
This seems outrageous, why are sellers being neglected from protections for following eBay policy?
2) The only place Item Not Received defects appear on the Sellers Hub is on the Service Metrics page. We've been told that Service Metrics are NOT being protected? The monthly review is tomorrow, and sellers who have experienced these USPS problems will be receiving a penalty.
If this is allowed, sellers are truly not "Being protected from defects and delays out of their control", nor are Item Not Received cases from USPS delays actually being offered protections at all, as the only defect/ding truly resulting from Item Not Received directly is the Service Metric.
Could you please clarify if Item Not Received service metrics are going to be protected, or not?
3) Managed Payments has a known issue where cancellations are NOT being processed due to an error in the MP system. We've been told the technical team is working on this and there is no solution at the time.
As of today, customer service has informed us that Item Not Received cases WILL result from this, but we will be protected from defects to Top Rated.
We were also told that the resulting Item Not Received defects from this Managed Payments issue will NOT receive protections from the Service Metrics! The reason being, Item Not Received Service Metrics are counted based on the case being opened, and are NOT based upon resolved cases. Meaning even if the Top Rated defects are removed, the Item Not Received service metric penalty still stands, regardless of case outcome.
This is related to #2, and makes the issue raised in #2 even worse! Now a Managed Payments issue is causing even more risk for sellers to receive service metrics penalties, that will be going in to effect tomorrow and possibly stay for 3-12 months!
Could you please clarify if anything is going to be done about Service Metric penalties that were contributed to by the Managed Payments issue?
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These problems seem very severe, as sellers could be receiving penalties that last up to a year for situations out of their control, when eBay had told sellers they would be protected by situations out of their control. Much time has passed since these questions were originally asked, with no response.
I hope eBay understands the urgency of these questions, as if we do not have any action taken on these issues by tomorrow, sellers will begin receiving penalties upon their seller accounts.
Thank you.
@zamo-zuan I want to start be mentioning that I've passed all of your concerns onto the appropriate team. I'll answer what I can from your post.
1. The announced protections are to ensure sellers do not move down in seller standards as a result of late deliveries (for example, going to Top Rated to Above Standard because of late shipment rates). Those protections apply even if a seller resolved an Item Not Received case voluntarily.
2. We've received this question from other sellers and received this answer:
The announced protections are for Seller Performance, and do not currently include Service Metrics. As far as Service Metrics are concerned, we are already comparing you to your peers (sellers that sell on the same site, with the same category, price, shipping and handling time, etc.) and so there are no new protections, as the design of Service Metrics already accounts for the increase of INRs across the board.
We are continuing to monitor the situation and may make further announcements regarding Seller Protection as appropriate.
3. I don't have much insight on the issue you've mentioned, and I'm not familiar with the process we may follow to address Item Not Received cases opened in these situations. It would be best to bring this up with our payments team to get the most accurate information regarding this issue. Go here and select 'Have us call you' and a member of our payments team will get in touch with you.
@coffeebean832 wrote:
Shipping page observation / feedback to escalate.
There are aspects that aren't intuitive and user-friendly.
As you can see in this screenshot, regional rates show pricing "from $x.xx". That's great- it shows there are multiple regional rate options to choose from when you select that option.
However, look at flat rate. $6.94 for a flat rate envelope- great, but what about all the other flat rate envelope and box options? Because it doesn't say "from $6.94" it's not intuitive that selecting that option will give you additional choices for flat rate options. It appears that the only flat rate offered is the flat rate envelope.
This holds true for all options that lead to multiple selections on the next screen. The regional rate price using the word "from" is the only one that got it right. The others make it appear as if you don't have access to the shipping options needed.
Hi @coffeebean832 - I can't tell from your screenshot - is this within the listing flow, when you go to print a label or within the shipping calculator? That will help me sort out which team to get this to. Thanks!
@gwzcomps wrote:
brian@ebay Thanks your fix solved my handling time problem. Sales are back to normal.
@gwzcomps I'm glad to hear that!!! I haven't seen that particular scenario before, but I'm glad the suggestion helped 🙂
I've used the International Standard Delivery program a few times. I have not gone and tracked the packages like the other poster has, but I noticed an issue with this since I went into MP.
When I create a shipping label in Ebay using Standard Delivery I do not get an option to pay with MP funds or fund through PP. It tells me it will be billed to my Seller Invoice. No choice in this matter.
It has been 9 days now since the first one I shipped using Standard Delivery and it has never shown up on my Seller Invoice. The cost of the shipping also does not show on the MP transaction detailed report either or on the detail report that can be downloaded from the Order's tab on the SH. I can't see the costs of these shipment anywhere and it does not appear I've paid Ebay but the items have shipped.
