Community Chat, June 5 @ 1:00 pm PT - General Topics

[tyler@ebay]

Join the Community team here at 1 PM PT on June 5 for our Weekly Chat with eBay Staff. No set topic for the week, so feel free to share any general buying and selling questions you have. 

The chat will be open for questions from 1-2 pm PT, at which point we'll close it down for additional questions and continue to work on responding to any remaining queries.

If you are new to the chat, welcome! Simply reply to this post with your question after 1 pm and we'll be happy to look into it 

[mam98031]

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tyler@ebay wrote:

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@mam98031 wrote:

I recently have been experiencing a problem with the Seller Hub.  If I go into my Order screen for Awaiting Shipments, I am able to see all my current sales that need to be shipped.

I select one and create the shipping label, print it off and then click on the link to go back to Awaiting shipments.  When I do that, there is NOTHING showing in my Awaiting Shipments.  I have to go back to the Order tab at the top of the page and then click again on Awaiting Shipments and then they all appear.  This has been happening for at least 3+ days.

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Hi @mam98031 - that seems really odd, I want to dig into that more. I'll be in touch after the chat!

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Greatly appreciated, THANK YOU!

[thepapertrail]

If you look at a listing it shows the city where I am based and the current location of the item.

On the Print Shipping Label Page is where I use a different zip that shows on the top of the label by the weight, and the actual return address is different than the listing. Just to be clear this shouldn't be an issue?

Thanks!

[alan@ebay]

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@ittybitnot wrote:

If you have received an invite to managed payments, you will receive more information on pricing before you opt in.

And if you haven't received an invite? 

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Hi @ittybitnot, it looks like you're not selling on this ID. If you're not selling, you're not going to be invited. 

Thanks! 

[tyler@ebay]

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@mendelsons wrote:

With regards to today's announcement on "showing buyers the best shipping options"  I have a couple questions.

Are all the shipping options going to be view-able to the seller so that if you are looking at your own listing will eBay recognize that this is our own listing so we are able to view it just as it recognizes we are not able to purchase our own items ?  

I would like to see some more examples of how this will play out on items that not only have a free shipping option such as 1st Class, Priority, UPS Ground, UPS Next Day Air (our usual options when Free isn't offered)

Also, how will this work with multiples ? 

On multiple item purchases of the same item eBay was already hiding the shipping options from the buyer or giving them limited ability to view it when going through checkout (many reports from buyers on this).  I would like to see some examples on this as well.   I'm hoping this will fix the issue I have been reporting for several months now.

When is it or has it gone into effect ?

Please advise.

Rick

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Hi @mendelsons - great questions! The extent of the information I have is what is in the Seller News Announcement, but I know just who to get these to. I'll keep you posted!

[tyler@ebay]

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@vrykalak wrote:

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tyler@ebay wrote:

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@vrykalak wrote:

When a buyer makes an offer, and I either counter or decline it, I can send a message to the buyer. But if I accept the offer, I can't.

I would like to ask for the capability to send a message even if I accept an offer

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Hi @vrykalak - will you expound on that? Are you saying that you are unable to send a buyer a message once the sale is considered confirmed?

From a Best Offer perspective, if you accept an offer there shouldn't really be any other need to message the buyer within the Offer flow, can you give me an example of what you'd need that additional feature for?

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When I respond to an offer:
- if I counter or decline, eBay gives me a chance to write a message to explain
- if I accept, the sale is done, with no opportunity to talk to the buyer
So, when I want to say something to the buyer (usually about shipping discounts, or related items I have for sale), I have to claim I am making a counter offer, tell the buyer "I am accepting your offer, and..."
I would like to be able to communicate with the buyer even if I click on Accept.

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Thanks for the additional info @vrykalak! What you've described wouldn't be a good use of the Best Offer messaging flow, but a better choice to use as a message sent directly to the buyer after you've accepted the offer. You should be able to use the 'contact buyer' option from the awaiting payment section after you accept the offer to get them those details and other offers. Thanks! 

[brian@ebay]

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@a_c_green wrote:

Hello all, 

It's been two weeks since we last checked in (here) on the problems with the new Shipping Label Confirmation email report missing all its data, and four weeks since the first sightings of the problem, and brian@ebay graciously went off yesterday to check on progress. Do we have any news yet? Was the comparison screenshot of New vs. Old (below) clear enough or helpful enough to illustrate the problem to them?

New (left) vs. Old (right) Shipping Confirmation records

Will be happy to go into further detail in email if needed. It's critical that this information be restored, as it is the only summary that's automatically sent to the seller's outside email account that can serve as a permanent record. PayPal records of the transaction do not carry as much detail, and anything left on the eBay site ages off after a short period, leaving no permanent record behind. Thanks.

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Hi @a_c_green, I asked for an update earlier this morning but haven't heard back yet. I'll keep trying though! I agree that the email should provide more information than it currently does. 

[alan@ebay]

Hi everyone,

Thanks for joining us today. The chat is closed as the hour is up. 

Just want to let you know that I am going to be out on leave for the next few weeks - don't be alarmed when I'm not around! I'll chat with you again in July. 

[alan@ebay]

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@a_c_green wrote:

New topic, because I didn't see anyone commenting on this, and I want to compliment... well, somebody for it, so that I'm not perceived as simply the Office Curmudgeon™ here...

Whoever wrote up the recap of the Weekly Chat for May 22 (here) deserves thanks for their effort. It was posted under the general alias of @community_team and left unsigned, so I don't know who actually wrote it 6 days later, but it was a very good followup on the questions that had been raised, and having written more than a few of those myself while in Tech Support over the years, I know it wasn't quick to produce, so thank you (somebody) for that.

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Hi @a_c_green,

Thanks so much for mentioning it! @Anonymous writes these up and he will be delighted to hear that people are finding them valuable. 

[brian@ebay]

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@scga912 wrote:

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brian@ebay wrote:

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@scga912 wrote:

Hey tyler@ebay 

This really needs to be addressed and remedied expeditiously.  It's been going on far too long.

When a seller chooses First Class Parcel Service but for Package Type chooses Large Envelope, the system is bumping the shipment out of First Class Parcel Service and instead charges the buyers for First Class Mail.  The seller is then shorted on shipping monies for the service they need and select.

They are two completely different services.

If the seller wants to offer First Class Mail - Envelopes or Large Envelope/Flats (non-trackable and cannot be purchased on eBay), that's fine, but it needs to be its own, seperate and distinct choice.

Too many times we see sellers coming to the boards who select First Class Parcel Service and Large Envelope receive monies for First Class Mail because of this failure with eBay's programming.  If they choose FC Parcel, it should charge FC Parcel rates.

This has cost many sellers quite a bit of monies through no real fault of their own.  They choose First Class Parcel Service.  Package type should NOT change that.  There shouldn't even be Letter and Large Envelope package options for First Class Parcel Service as they are not eligible.

It should be:
First Class Mail - Envelope/Large Envelope; and
First Class Parcel Service - Package/Thick Envelope

Could you please pass this along to shipping logistics guru Nate @ship_like_a_pro 

😃

Muchos gracias

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Hi @scga912, this is something we're aware of. We haven't removed the large envelope package type in order to allow sellers more options when choosing their own shipping service. With that said, I'm happy to pass along your feedback to Nate 

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But they are two completely different services.  First Class Package Service is NOT First Class Mail.  This is defined in the DMM and in Notice 123.

The sellers are choosing PACKAGE service but their customers are paying FCM. 

For eBay to not fix it by either removing Large Envelope (aka Flat) from the Package Service option or adding a First Class MAIL option is negligence.  The package type shouldn't negate the service selected.

While they sound similar, it would be no different than if the seller chooses Priority Mail Express and the buyer is charged for Priority Mail. 

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Hi @scga912, I definitely hear you and understand this causes confusion with some sellers. I'll make sure I get it to the right people.

[alan@ebay]

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@scga912 wrote:

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alan@ebay wrote:

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@dtexley3 wrote:

WHY O WHY O WHY did someone in eBay decide that it would helpful to hide seller offered shipping options in our listings?  I offer options because depending on where the buyer is different services work better FOR THE BUYER.  Why does eBay think they are a better judge of how a buyer wants their item shipped than the buyer themselves?

This ranks very high in unnecessary and useless "disruptive innovations".

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Hi @dtexley3, 

This is an improvement to the buyer experience. As a buyer, it confused me to see multiple delivery options for the same day at different prices. It just didn't make sense for us to continue displaying conflicting information when buyers are at the checkout. If confusing information is displayed at the checkout, there is a very real risk that a buyer will abandon their purchase and go elsewhere. That is not good for eBay sellers. 

Thanks. 

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alan@ebay 

I get that.  Too many options could be confusing, but in the example given in the Announcement by the seller_news_team, they removed the lowest priced option.  Thus, if the buyer didn't want USPS Priority but rather a FedEx service, they are shown the two highest priced options.

The buyer would be paying at least $10 more in that example, and the seller would be charged a higher shipping FVF.  How is that right?

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I'll follow up on this and get back to you. 

Thanks, @scga912. 

[alan@ebay]

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@mam98031 wrote:

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alan@ebay wrote:

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@my-cottage-books-and-antiques wrote:
So, Summer Seller Update...next week?

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I hope not! I am on vacation for the next couple of weeks.     

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Couple, I thought you were leaving for four weeks, or did I misunderstand another post I read from you.  Be gentle, I'm getting old and my memory isn't what it once was.  

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It is four, so so long. 

 

[tyler@ebay]

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@thepapertrail wrote:

If you look at a listing it shows the city where I am based and the current location of the item.

On the Print Shipping Label Page is where I use a different zip that shows on the top of the label by the weight, and the actual return address is different than the listing. Just to be clear this shouldn't be an issue?

Thanks!

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Hi @thepapertrail - Correct!

[tyler@ebay]

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@ittybitnot wrote:

Hi @ittybitnot - I don't have an answer for you on this at the moment, but happy to do some research and get back to you with what I hear back. Thanks!

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Hi @ittybitnot - When I hear back I'll update this chat and tag you so you can see their response!

[tyler@ebay]

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@papermoneyforme wrote:

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tyler@ebay wrote:

Hi everyone - 

The chat is now open for your replies!

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Here is my suggestion for all the posters wanting specific things specific to them selves as well as the moderators answering them.

If it isn't going to happen , which 99% will not, moderators should just say, "Not going to happen but thank you for your suggestion." This we will forward, when mods know it will not happen, is not helping any one or solving issues.

Okay, I am ducking behind the wall so bullets don't hit me!

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Hi @papermoneyforme - I wish it were that simple! In most situations we're not 'the deciders'. We work to explain current policy as it is written, and pass on suggestions to the appropriate teams. As we hear back from them (with yays, nays, or maybes) we update folks. Thanks for sharing though, and I'll join you behind the wall in case there's any shrapnel! 😉

[tyler@ebay]

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@ittybitnot wrote:

Hello, everyone!

Could you please explain why ebay removed and refuses to reinstate the "Report" button in the ebay message system?

It seems to me this feature is needed by users more than ever. There have been increasing reports on the boards of many scam attempts made through this system including but not limited to:

SHIPPING REDIRECTS i.e. "My father just had a heart attack and I need to leave the state to take care of him...can you ship to this address instead...?" Most often the 'request' is made by a member who is not even the buyer of record.

SET UP FOR THE PHONY PAYPAL EMAIL: i.e. "Something is wrong with check out, can you send me your PayPal email address so I can pay?"

BASIC PHISHING: "I can't use my PayPal gift card unless you change a setting. eBay says to fix it here: (Handy link provided)

TRYING TO SELL US SOMETHING OFF EBAY: "See the great products we have for sale at this website..."

In addition, there does not seem to be any on site "report member" feature anymore either. We can't report unless the person is a buyer or seller of record.

Logically (probably only to me), reinstating the link to report inappropriate use of the message system would be of benefit to ebay users. Calling CS is time consuming and seems an antiquated and unintuitive way to report the fraud occuring on the site via the message system.

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Hi @ittybitnot - I've heard back on this!

The reason the 'report' button was removed was because proactive filters were adopted to screen for these types of situations instead. Returning the 'report message' button isn't currently on the roadmap. 

What I think may be helpful instead is to collect some of the most common attempts you're seeing get through and reporting those to get added to the filter's logic. The way you've presented them here is really great, especially if you're seeing the same type of keywords/scenarios/stories used.  

I know you can't reply to this particular post, but if you want to prep and come to chat tomorrow with a few of them, or create a new thread and tag me in it I can grab them and get them sent off to the filter team. 

Thanks!