mam98031 • Volunteer Community Member • Buyer/Seller since 1999
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!
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@mam98031 wrote:
I'm in need of some help in understanding the Seller Protections being offered to sellers due to the Pandemic and the restructuring of USPS. Both as we know has a significant impact to our delivery times.
I am aware of the recent announcement Ebay made on the subject and I'm grateful for the protection offered within that announcement.
https://community.ebay.com/t5/Announcements/How-we-re-responding-to-USPS-delays/ba-p/31134359
Some clarifications are needed. It has been explained to me by an Ebay member that this protection does NOT cover FB removal for late delivery. Why is that, the two things are joined at the hip? Late delivery due to the Pandemic and USPS restructuring.
Now there has been mixed information about removing INRs in the Service Metrics when Ebay deems it should fall under this extended seller protection. I have been assured that the INR is suppose to be REMOVED from the Service Metrics if Ebay deems the INR is to be covered by this additional protection.
The other thing I need clarification on is the process for an INR itself. We can't appeal an INR that we voluntarily refund so we have to let it wait for Ebay to process the refund, at our expense and then if we find the need to appeal it because it is later received, we then can appeal it. But if we voluntarily refund, we are just stuck. Yes / No / Maybe???
And if we let the INR wait to be closed and refunded by Ebay [at our expense] is that creating a DEFECT on the Seller Dashboard like INADs do if Ebay has to step in?
Hi @mam98031 - happy to help clarify where I can!
"Some clarifications are needed. It has been explained to me by an Ebay member that this protection does NOT cover FB removal for late delivery. Why is that, the two things are joined at the hip?"
The announced protections are designed to protect your ability to qualify as a Top Rated Seller. Since feedback is not considered when evaluating your performance, it is not something that was included.
"Now there has been mixed information about removing INRs in the Service Metrics when Ebay deems it should fall under this extended seller protection. I have been assured that the INR is suppose to be REMOVED from the Service Metrics if Ebay deems the INR is to be covered by this additional protection."
There have been no announcements made regarding removal of service metric dings for INRs that are opened due to carrier delays. When we asked about this received the following 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
"The other thing I need clarification on is the process for an INR itself. We can't appeal an INR that we voluntarily refund so we have to let it wait for Ebay to process the refund, at our expense and then if we find the need to appeal it because it is later received, we then can appeal it. But if we voluntarily refund, we are just stuck. Yes / No / Maybe???"
This is something we've sent feedback about, because there is not currently a way for CS to appeal a request that has been voluntarily refunded.
@mcdougle4248 wrote:I don't know if the change in the display of accepted payments is intentional or not. I would just like to share that I don't like it and would rather know what is accepted before I get to check out.
I second that !!!!
tyler@ebay wrote:
@mam98031 wrote:
I'm in need of some help in understanding the Seller Protections being offered to sellers due to the Pandemic and the restructuring of USPS. Both as we know has a significant impact to our delivery times.
I am aware of the recent announcement Ebay made on the subject and I'm grateful for the protection offered within that announcement.
https://community.ebay.com/t5/Announcements/How-we-re-responding-to-USPS-delays/ba-p/31134359
Some clarifications are needed. It has been explained to me by an Ebay member that this protection does NOT cover FB removal for late delivery. Why is that, the two things are joined at the hip? Late delivery due to the Pandemic and USPS restructuring.
Now there has been mixed information about removing INRs in the Service Metrics when Ebay deems it should fall under this extended seller protection. I have been assured that the INR is suppose to be REMOVED from the Service Metrics if Ebay deems the INR is to be covered by this additional protection.
The other thing I need clarification on is the process for an INR itself. We can't appeal an INR that we voluntarily refund so we have to let it wait for Ebay to process the refund, at our expense and then if we find the need to appeal it because it is later received, we then can appeal it. But if we voluntarily refund, we are just stuck. Yes / No / Maybe???
And if we let the INR wait to be closed and refunded by Ebay [at our expense] is that creating a DEFECT on the Seller Dashboard like INADs do if Ebay has to step in?
Hi @mam98031 - happy to help clarify where I can!
"Some clarifications are needed. It has been explained to me by an Ebay member that this protection does NOT cover FB removal for late delivery. Why is that, the two things are joined at the hip?"
The announced protections are designed to protect your ability to qualify as a Top Rated Seller. Since feedback is not considered when evaluating your performance, it is not something that was included.
"Now there has been mixed information about removing INRs in the Service Metrics when Ebay deems it should fall under this extended seller protection. I have been assured that the INR is suppose to be REMOVED from the Service Metrics if Ebay deems the INR is to be covered by this additional protection."
There have been no announcements made regarding removal of service metric dings for INRs that are opened due to carrier delays. When we asked about this received the following 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
"The other thing I need clarification on is the process for an INR itself. We can't appeal an INR that we voluntarily refund so we have to let it wait for Ebay to process the refund, at our expense and then if we find the need to appeal it because it is later received, we then can appeal it. But if we voluntarily refund, we are just stuck. Yes / No / Maybe???"
This is something we've sent feedback about, because there is not currently a way for CS to appeal a request that has been voluntarily refunded.
What about the INR's that are closed by Ebay intervention, do those create a defect on the SH for cases not resolved by seller?
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Edit: A reply to your question can be found here.
@ncacheer wrote:
Please explain ebay's new international shipping program called Ebay International Standard Delivery. I'm a long time seller and always ship internationally on my own. But on July 17, I printed a label using ebay's new international shipping program, going to Canada. Thought I would try it because it gave a shorter delivery time. That was a BIG mistake. It sat in ebay's distribution center in Cincinnati for a week until I contacted ebay to nudge it. Ebay tracking shows it is still there but a CS gave me a website to check it and that showed it going to several other cities by DHL and now says in transit to destination country since July 26. I could of walked it there by now. Estimated delivery has now changed from Aug 10 to Sept 9. What is going on? It would have been there by now if I would of used USPS. Tried to contact ebay today again about it but nowhere for me to call and the option to have ebay call me is unavailable and the chat can't help me. I know I am protected under this new shipping program but I pride myself in quick shipping and good customer service. I really feel that ebay has dropped the ball on this one. It is an ebay tracking number so I can't contact the shipping carriers because they don't recognize the number and I can't contact ebay. What can be done?
@ncacheer I'm sorry to hear the shipment is delayed. I checked DHL's site and they have a disclaimer stating they are experiencing delays right now, so it sounds like this shipment may be effected by this. For now you'll need to wait until the new estimated delivery date.
Thanks for joining the chat this week - it's now closed from further replies but we will continue going through and make sure that questions are addressed. Thanks and see you next week!
Missed the chat? Send your questions to the podcast by calling 888-723-4630 or email us at podcast@ebay.com and maybe your questions will make it on the air! Or listen to past episodes while you wait for next Wednesday!
@dtexley3 wrote:
Why is eBay instructing the Seller to downgrade shipping in order to avoid shipping USPS? The only reasonable alternatives to USPS Priority is FedEx Ground or UPS Ground (in most cases). This is a violation of eBay rules, yet eBay is recommending we do so.
This choice should be left up to the buyer and eBay should remove the filters on what shipping options are displayed until the "crisis" is over.
Thanks for reporting this @dtexley3 - I'll get this input shared appropriately.
@mam98031 wrote:
A few weeks ago I requested that the policy page for our various store options get updated as it was missing the Shipping Supply coupon on the appropriate store levels. That concern has been fixed.
We are however missing The August 1st changes to the various free listing allotments in various categories for each store level. So the policy page still needs to be updated.
https://pages.ebay.com/seller-center/run-your-store/subscriptions-and-fees.html
https://pages.ebay.com/seller-center/service-and-payments/insertion-fees-update.html
On the same type of subject, there doesn't appear to be one policy page to go to and get all the benefits of being TRS. It seem to be spread out between a few policy pages. Can we get them married together or be able to go to one place to better understand the benefits of being TRS.
No mention of the promoted listing credit for TRS on this page. This page is also inaccurate to state that the TRS badge is prominently displayed on qualified listings. The TRS badge ONLY appears on the seller's FB page. The TRP badge will appear on listings that qualify for the discount. As we know these are two different things.
This page omits some of the benefits of TRS.
And this page in the Q&A explains about promoted listing credits for TRS, but this isn't on any page that talks to the benefits.
https://pages.ebay.com/seller-center/listing-and-marketing/promoted-listings.html#m22_tb_a1__4
This really gets confusing. We should be able to go to one page and see the pros for being TRS IMHO.
https://pages.ebay.com/seller-center/service-and-payments/top-rated-program.html
Thanks @mam98031! I'll take a look at these pages and let the right teams know 🙂
@hknumismatics wrote:
In posting in this thread I got the Post flooding error, plus an error message about faulty html code that I believe was also incorrect.
Thanks for letting us know @hknumismatics - we're aware of these issues and are working to have them resolved.
@hknumismatics wrote:
How am I meant to handle "local pick up" when I am an international seller registered through ebay in HK and listing on ebay.com?
Currently I list as follows: I tick the "receive payment on pickup" and "Offer local pickup" on all my listings.
However, at the invoicing stage I only get the option to offer local pickup to addresses in US. Of course local pickup from a seller based in, and shipping from, Hong Kong would be taking place in Hong Kong.
So far I have been issuing invoices with zero shipping and arranged the pickup over message/phone and that all works well. However it appears to be giving me shipping issues in the metrics/stats on ebay.com.hk/ebay.cn. I cannot see these issues on ebay.com, but I am showing 14% not uploaded/scanned tracking on eBay.com.hk (it does not list the transactions so I have not access to analyse the transactions). It is entirely absurd as I ship 99%+ of my orders within the 3 day handling period and everything is shipped with tracking.
For more detail (and a couple of other glitches/questions) you can also see my threads https://community.ebay.com/t5/Shipping-Returns/Bug-whereby-the-buyer-cannot-choose-correct-ship-to-a...
and https://community.ebay.com/t5/Selling/eBay-randomly-drops-selling-limits-for-TRS/m-p/31130823#M16299...
@hknumismatics sorry I haven't responded to the thread you tagged me in just yet. Thank you for bringing up your question in todays chat though!! If you are listing on eBay.com then the domestic options (including local pickup) will be for the .com site, which is in the USA. If you want to offer local pickup for Hong Kong buyers then you'll need to list the items on the HK site and offer international shipping to other countries you want to ship to.
@dhbookds wrote:
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!
Thanks for the info Tyler.......
here are some others that have been reported, but not acknowledged on the Community board (including the one about the community board itself). I don't know whether the link to each will work on not, but this is a link to the original post:
https://community.ebay.com/t5/Community-Platform-Feedback/Chat-is-a-mess/m-p/31137608#M14969
by Pburn message #15
All forum topics on this board
not showing post read on main discussion board
Thanks for the follow up @dhbookds - I will look into these to see if they have been reported yet or not.
@pburn wrote:
Please add this one to your list of issues that have been identified by community users. I tagged you and Brian and Rebecca in the thread. No one responded. Will that be typical of the Community Team going forward?
Another discussion-board glitch . . .
"A couple of days ago, a member posted a particular word in the title of their thread that was later deleted by the moderation team; however, the deleted word continues to be displayed in the title if one looks at the OP's posting history--at least the comments s/he posted before it had been edited.
The same now-deleted word also shows up in the thread title on my own posting history. The deleted word also shows up on my notification page for any helpfuls I received for the comments posted before the word was deleted.
I won't post the current thread title here, or include any screenshots of the original title, but I would be glad to provide it to anyone who's interested in inquiring via private message."
Thanks for letting us know @pburn - we're both a bit behind on our mentions, but we'll make sure to review and reply when we get to it! 🙂
@dtexley3 wrote:
I posted in the technical forum, but posting here as well. The rates that sellers are charged for FedEx 2Day and screwed up again. Buyer was charged the heavily discounted 2Day rate plus my handling fee. I had to pay the standard discount rate, more than I received from the buyer for shipping. So again the seller gets hit in the pocketbook.
It's long past time for eBay's IT management to start taking strong actions against teams that release broken code.
@dtexley3 I'm not aware of a change or issue regarding this. I'll review your post and get it reported to our tech team though. Thanks!
