mam98031 • Volunteer Community Member • Buyer/Seller since 1999
Inceptions
Join the Community team here at 1 PM PT on February 5th for our Weekly Chat with eBay Staff. We don't have a set topic this week, so please bring any general questions you may have about buying or selling.
The chat will be open for questions from 1-2 pm PT, at which point we'll close thread from additional responses. After this time, we'll continue to work on responding to any queries that might still be unanswered.
If you're new to the chat, welcome! Simply Reply to this post with your question from 1-2 PM Pacific Time and we'll be happy to look into it for you.
*Please note that we're not able to address account-specific queries. Questions regarding your account should be directed to eBay Customer Service.
I saw it on my own listings and took a screen shot. The asked me for an item number but it was too late to post to the chat because it was closed. The "same day shipping" notation comes and goes depending on day and time of day so even if I had a way to send the team the item number, it may not be there when they look.
It's only one of many ridiculous things I have seen on my listings in regards to shipping times, handling times. I'm always told that "ebay will protect me if my selling status is affected"
@coffeebean832 wrote:
When an eBay user attempts to change the e-mail address on their account the system sends them an e-mail to confirm the change. The system will not update the user’s e-mail address on the account until the seller confirms using the link in the confirmation e-mail.
Customer service has the ability to change a user’s e-mail address. When they do this it does NOT require the seller to confirm through the confirmation e-mail. In fact- the seller is not notified through any kind of message that the e-mail on their account has been changed.
Within account settings a seller does not have visibility to the e-mail address on their account. All they can see is a redacted version showing the first and last character and the domain such as- a...z@email.com
A customer service rep can change the user’s e-mail and spell it incorrectly and the seller does not have any notification or visibility to this. It’s unacceptable- as are the consequences for the seller when this happens.
If customer service attempts to change a seller’s e-mail address it should trigger an e-mail confirmation to the seller. The e-mail address on the account should not be changed until the seller confirms through that e-mail. Please send this feedback up the ladder. Thank you.
Hi @coffeebean832, customer service should never change a members email address, even if the member requests it. Instead, if a member asks for assistance updating their personal account info the agent should send an email to the member with instructions on how to update the info themselves, or walk them through the steps to update it themselves over the phone. If you've experienced something other then this then please report it to customer service to correct actions can be taken.
tyler@ebay wrote:
@papermoneyforme wrote:
alan@ebay wrote:Hey everyone! We're open for business. Please post your questions.
Why have we been told the Turbo Lister would not go away until Seller Hub could do what TL did?
Obviously, Seller Hub on retaining information for 3 months is no where near the same as TL and will put many sellers behind the eight ball.
Hi @papermoneyforme - I can't answer a 'why' question like that I'm afraid, as I don't have insight into why that promise was made, nor why it has not yet been fulfilled.
What I can say is that we're committed to providing you the best tools possible, and teams are working to develop a solution that will offer the same ease of use, offline capabilities and other popular TurboLister features. You'll be contacted as those become available.
Thanks!
May I suggest a Weekly Chat devoted to this subject and the team that is developing these feature come and join us. I think it would be extremely helpful as this is such an important subject for many. We need time to plan for our businesses and how to best move forward. A conversation with those in the know would really help to facilitate this.
Relatively soon too as while for some July may seem to be a date that is far away, it is a drop in the bucket when trying to set up a new business process of this importance for sellers.
@coffeebean832 wrote:
@mam98031 wrote:I received my email from Ebay for my Seller Protection Summary. I really like getting this email but I think it could be more informative and therefore more useful to sellers.
I would like to see a link to the details of what Ebay is reporting as how they protected us. So if it says they protected me against a couple of defects, I should be able to click on that and see what transactions they are talking about.
I personally think this would be a GREAT enhancement to the email and very useful for Ebay members.
There's an asterisk next to the defects and the fine print tells you, "Feedback and defects removed during the last calendar month. To maintain privacy of the buyer, we cannot disclose the transactions where we removed feedback or defects."
However- I would like to see that kind of information for the shipping credits so we know which transactions they applied to.
That tells me nothing. It is a generic statement. An interesting the column that is for Defects Removed has one *. That note says that FB was removed. The problem with that is FB is NOT A DEFECT.
This email could be far more informative and should be so it can be a better tool for sellers.
@millcreekrescue909 wrote:
A week or so ago a customer cancelled an order. When I issued a refund through eBay, I was $10 short in my PayPal account. In the past when this occurred, PayPal would take the full amount of the refund from my bank account. In this case this did not happen and I got a notice from eBay stating that the refund didn’t go through. When I phoned PayPal to find out why this happened, I was told that eBay had changed their policy and was now requiring that when refunds are done, the full amount has to be in the PayPal account.
First of all, I don’t remember seeing any notification of this change. Additionally, I don’t feel that this benefits the customer at all as a refund is not possible until funds are uploaded to PayPal which can take up to 5 days. How is this fair to the customer? To get this refund to the customer in a timely manner, this forced me to issue a refund directly through PayPal, rather than eBay, which could cause me problems in future.
It would seem to me that, at the very least, eBay should allow the refund to go through and drop any balance not in PayPal onto the monthly bill. This would negate the extremely poor customer service that this current policy forces on sellers.
Hi @millcreekrescue909, I'm not aware of any policy from eBay that requires the refund amount to come from a PayPal balance instead of a funding source. I'll look into this and let you know what I find.
@golfingaddict wrote:
I saw it on my own listings and took a screen shot. The asked me for an item number but it was too late to post to the chat because it was closed. The "same day shipping" notation comes and goes depending on day and time of day so even if I had a way to send the team the item number, it may not be there when they look.
It's only one of many ridiculous things I have seen on my listings in regards to shipping times, handling times. I'm always told that "ebay will protect me if my selling status is affected"
Hi @golfingaddict, can you provide the item number for this listing so we can take a closer look?
@coffeebean832 wrote:
On the monthly e-mail summarizing seller protections for the previous calendar month- what qualifies as a "defect" under the defects removed column? There are several ideas floating around including-
- Actual defect removal (case closed without seller resolution, out of stock cancellation)
- Service metrics removal
- Late shipping removal
- Any case that was escalated and found in the seller's favor
Hi @coffeebean832 - I don't have a specific definition to provide you off hand (I'll see if I can get more detail), but from what I can tell this is looking at transaction defects (those defects that would show up on your transaction defect report).
The number in the email looks at both reactively removed (from Report a Buyer reports) as well as proactively removed (from our own research). Many times proactively removed defects are exempted before they even hit your report, so you may see a total there that doesn't sync with your own records.
Thanks!
brian@ebay wrote:
@postcardcountry wrote:I have started using Bulk Shipping Labels. I had time the other day and investigated what the Pick List and Billing Summary could do for me. That day, I had 18 shipments.
The Pick List printed page 1 of 1 and showed only the first 7 transactions.
The Billing Summary printed page 1 of 1 and showed only 9 transactions.
It appears there is a problem with these two reports - I page is not enough.
Hi @postcardcountry, I'm not aware of any issues with the Bulk Shipping process. I'll send you an email today to get more information about the issue you've run into and take a closer look.
Hi brian@ebay , This is one of many problems with bulk shipping that has been reported. The Billing Summary only prints the first page and it's been broken since before the holidays. So to get a Billing Summary that's complete, sellers must create labels in small batches of 6-8 transactions (depending on how many items are purchased by a single buyer). This wastes a ton of time and increases the chance of errors. If a seller forgets to limit his batch, he either doesn't get a complete billing summary or, if he wants one, has to void all the labels and start over.
