mam98031 • Volunteer Community Member • Buyer/Seller since 1999
wooden_flower Volunteer Community Mentor.
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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@donsdetour wrote:
Need some very fast help on a topic; hacked account in progress
https://community.ebay.com/t5/Technical-Issues/major-problem/m-p/31477858#M78883
Hey @donsdetour, thank you! I will take a look at it.
I am having a difficult time understanding my dashboard with regards to the late shipment report. The report shows 74 transactions that weren't shipped on time. On the download it is showing 4 transactions not scanned within my handling time. I always print my labels through eBay, stand in line at the PO for the acceptance scan and get a receipt. Please explain what all this means.
Thank You!
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Edit: A reply to your post can be found here
@divwido wrote:
I hate to tell you this, but if eBay won't let me list it correctly, it does not get listed on eBay.
@divwido - I don't love hearing that, but it makes perfect sense to me. If you're seeing this with all new listings I'll contact you offline for more information and try to get things reported for future enhancements.
@gwzcomps wrote:
Why is it that many of the site or policy changes never seem to make sense. It seems like the people who make these changes have never even used the site before. Why isn't eBay willing to work more directly with active sellers when coming up with their zany ideas?
Also yes I am aware of the focus groups eBay does and have been part of some of them. My impression from them is staff are just looking for people to fill their echo chamber.
@gwzcomps Thank you for getting us feedback on your experience with focus groups you were invited to. I'd love to get that feedback that you didn't feel heard to the right place. Can you get me the dates for then that happened?
brittanie@ebay wrote:
@coinslabz26 wrote:
There is a glitch where some TRS sellers are no longer eligible for protections from false SNAD returns. I have not reported a buyer who “Claimed the item was not as described when that wasn’t true” since I think March. On December 5th I reported 2 buyers because their comments clearly showed the returns were buyers remorse and not the SNAD reason specified. Including one buyer who actually emailed me when the return was complete “Thank you for the refund. While the coin was just fine for collection, it did not visually display well next to a companion item in the same gift/display box.” Obviously this is buyers remorse…..But apparently we are not longer receiving protection because of a glitch.
After opening a report I got my “monthly” seller protections summery that I haven’t received for months. The graphic (by ebay’s error) seems to imply I don’t qualify for protection since I don’t offer 30 day returns as indicated by the dark blue circle. However, I have offered 30 day free returns and have been a TRS since ebay changed TRS requirements to 30 days. That graphic was false and because of the glitch my return reports got no consideration at all. My TRS discount is also given to me and my seller dashboard shows all listings are eligible for benefits confirming they should be eligible for removal consideration. I called customer support but they didn’t seem familiar with the buyer reporting function and their email to the correct team yielded no results.
What do I do and how do I report this glitch where I am not eligible for TRS benefits even though I am TRS and my listings qualified?
Also the reports were done December 5th and I have since been evaluated. The attached graphic is the one received in the message from ebay erroneously telling me I need to offer 30 day returns for benefits.
@coinslabz26 - I'm sorry to see you've been running into that! I have reported the issue with the graph to the correct team to review why it's showing your items were not eligible.
Sellers do not have to be Top Rated to have their metrics adjusted if we find abuse on a buyer's account from their report and all sellers reports are reviewed. Can you let me know what makes you feel like these weren't actioned? To clarify, we aren't able to follow up on reports or what action was taken because we protect all member privacy, but I want to better understand what happened.
Released in the 2019 Fall seller update. Ebay gave extra protections for Top Rated Sellers regarding false SNAD returns where the wrong reason was selected or when a faulty return happened. The glitch I described seems to be disqualifying me from consideration. Tyler might be more familiar with this policy. The policy states in part:
Return shipping label credit for false “item not as described” claims
If you are a Top Rated Seller and a buyer falsely claims an item was “not as described,” we’ll protect you on eligible transactions. If a buyer falsely claims an item was “not as described,” we’ll reimburse your return shipping label cost up to $6 per return. You’ll receive the return shipping label credit on your monthly invoice. We’ll also automatically remove any negative and neutral feedback, defects, and open cases in service metrics.
Up to 50% refund deduction for decreased value on used or damaged returns
When you issue a refund for an item that was returned after it was used or damaged by a buyer, and you have a track record of delivering on your service promise, we’ll give you the ability to protect yourself. Top Rated Sellers can deduct up to 50% of the refund to recover the decreased value of the item. If there are any issues with buyers that may negatively impact you, we’ll take care of them by removing any negative and neutral feedback, defects, and open cases in service metrics.
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Edit: A reply to your post can be found here
Since the time is so close. Best wishes for the NEW YEAR to EVERYONE !!! I'm so glad this year is almost over. While I've LOVED the additional sales, all the other stuff was simply overwhelming in so many respects. And my SINCERE condolences to all those that lost loved ones and friends in 2020!!!!
Bring on 2021 !!!!!
@donsdetour wrote:
On the shoe Authentication policy:
A problem arose that the shoes were authentic but one shoe was the wrong size.
When the user opens a case it was denied due to authenticity.
This topic:
https://community.ebay.com/t5/Shipping-Returns/Authenticity-Guarantee-Shoe-Service/m-p/31466001
If such is they way this is going to work then I will have to say to purchasers to avoid using said services.
Hi @donsdetour - thanks for this, I'll have a look. A buyer is still allowed to request a return if an item is not as described. However, depending on a seller's return policy in the sneaker's category they may not be allowed to return an item if a remorse reason is chosen. Thanks!
@mcdougle4248 wrote:I am having a difficult time understanding my dashboard with regards to the late shipment report. The report shows 74 transactions that weren't shipped on time. On the download it is showing 4 transactions not scanned within my handling time. I always print my labels through eBay, stand in line at the PO for the acceptance scan and get a receipt. Please explain what all this means.
Thank You!
I've had this happen. For whatever reason Ebay gets this wrong sometimes. I make some notes for myself, tracking number and date scanned and then I call Ebay. I've always gotten them removed. It does take them a few days usually for them to disappear, but if you do it soon it will be off in plenty of time before the next Eval.
Honestly I use to have to do this at least two or three times a year. This year for some reason I haven't had any so hurray for me. But it is just a mistake. I don't know how or why it happens but it does from time to time.
