eBay

tyler@ebay · ‎09-24-2019

Join the Community team here at 1 PM PT on September 25th 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 on buying or selling.

The chat will be open for questions from 1-2 pm PT, at which point we'll close thread. While no additional questions can be submitted after this time, we'll continue to work on responding to any queries that may 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.

Tyler,

dtexley3 · ‎09-25-2019

Who do I contact and how when I would like to discuss a private message from a moderator?

Member of the Grumpy Old Man crew

chasearooauctions · ‎09-25-2019

"Sellers that offer free returns are also eligible for enhanced protections, such as feedback removal, if the buyer returns the item in a used or damaged condition and the seller issues a less than full refund due to the altered condition of the item. The item does have to be returned for these protections to apply."

I don't understand this last line. It contradicts itself. First, you say the item is returned, then you say the item doesn't need to be returned.

Anonymous · ‎09-25-2019

@ekmadonna wrote:

Hi, Can I please get some help with a issue plaguing my account. Since last Thursday night my account has been CHARGING me a 30 cent DESIGNER LISTING fee when using BULK RELIST. I have reported this to CS and it still has not been fixed. This is getting beyond frustrating because the only way around these charges are to use SELL SIMILAR one listing at a time which is very time consuming. This problem was reported in the past and has affected my account before and it still has not been fixed. The listing DESIGNER has been RETIRED, and is not even a option any more and it WAS ALWAYS FREE when you subscribed to a store which I always have. PLEASE pass this on to the proper IT people and help get this fixed for me. It has fallen on deaf ears over the last 6 days and has been reported multiple times. Thank you

Hi @ekmadonna, I can assure you that we are looking into this and we will update the chat once we have more information to share with you. I do want to clarify that if you have reported an issue to Customer Service, the details have already been passed along to our tech teams for review. Though we can follow up and reply with more details if they become available, we would not be reporting this kind of issue in a different format than that which Customer Service was able to utilize. It can take a considerable amount of time to identify the cause of an issue and put a fix into place, but Customer Service would be able to address any necessary fee credits in the meantime.

vrykalak · ‎09-25-2019

I've seen "Long-time seller" on some listings. What does it take to get that designation?

millcreekrescue909 · ‎09-25-2019

Very disheartening!

____________________________________

Always a newbie!

cookiecookie55 · ‎09-25-2019

One of my customers asked where her package was. She said according to ebay the package was overdue. See saw this information on the ebay app.

According to what I saw on my laptop view the package was on time and not scheduled to arrive for several days.

Why such a discrepancy for eta of packages between the laptop view and app?

Thanks,

cookie

tyler@ebay · ‎09-25-2019

@millcreekrescue909 wrote:

Thank you. Why would I voluntarily offer a 50% refund on a worthless counterfeit item?

Hi @millcreekrescue909 - upon further review of this situation, a 50% refund may not be appropriate as the buyer opened a return to let you know that they had concerns with the authenticity of the item, and your dropshipper received back an item that isn't authentic. This essentially confirms your buyer's concerns While I definitely recommend reporting the buyer so we can review their behavior for abuse, in this case you could be looking at being asked to issue a refund.

Tyler,

buyselljack2016 · ‎09-25-2019

@hioctane62 wrote:
@mam98031 wrote:
@alcoforever wrote:

@millcreekrescue909 wrote:
Thank you. Why would I voluntarily offer a 50% refund on a worthless counterfeit item?
Have you tried filing a mail fraud report with USPS, an internet fraud report at ic3.gov, fraud report with the perp's police dept. and a fraud report to your own police dept? Then call ebay CS with those report numbers and ask for the case to be closed in your favor. I have heard that this approach can work.
I don't think that seeking outside sources to resolve this issue is a bad idea, but I think the point is that with the evidence this seller has, why isn't Ebay backing the seller? Why is Ebay suggesting that do the 50% refund so that you only are OUT 50% of the product? Why is the seller left to PAY the buyer for bad behavior as is clear from the evidence provided? Why does Ebay turn a blind eye to it?

Because eBay can't see what was sent or returned, so the SELLER is wrong automatically. eBay has taken it upon themselves to take the decision making away from you in your business. "The buyer is always right" has been a thing of the past for a LONG time, but not here on eBay.

Was just faced with one of those issues. Sold an item that fit the "right". "Right" in the title. "Right" in the description. Buyer opens false SNAD saying the wrong item was sent. Wanted left. I did get my item back. (just thrown in a box), so I am not out the big $$$, but still had to eat $7.39 in both directions for a liar.

lacemaker3 · ‎09-25-2019

Thanks, tyler@ebay, I posted the reply again a few minutes ago here.

@vrykalak, I looked at the picture that I posted again, and I think I see why the links are not showing in your description even though they are in the HTML code for the listing.

You have an unclosed comment in the HTML code, so everything after the unclosed comment is part of the comment (and is not processed for display) until a close-comment code ( --> ) is found. If there isn't a close-comment code, then nothing that follows the open-comment code <!-- will be displayed.

brian@ebay · ‎09-25-2019

@dtexley3 wrote:

Who do I contact and how when I would like to discuss a private message from a moderator?

Hi @dtexley3, I'll send you an email and you can reply to that with details. Thanks.

Brian,
Community Team

tyler@ebay · ‎09-25-2019

Thanks for joining the chat this week! It's now closed, but we will be going through and replying to questions that haven't yet received a response. Thanks and see you on the boards!

Tyler,

brian@ebay · ‎09-25-2019

@chasearooauctions wrote:
"Sellers that offer free returns are also eligible for enhanced protections, such as feedback removal, if the buyer returns the item in a used or damaged condition and the seller issues a less than full refund due to the altered condition of the item. The item does have to be returned for these protections to apply."

I don't understand this last line. It contradicts itself. First, you say the item is returned, then you say the item doesn't need to be returned.

Hi @chasearooauctions, you may have misread my post. I stated that the item does have to be returned for the protections to apply.

Brian,
Community Team

Anonymous · ‎09-25-2019

@greg213213 wrote:

Thank you for the reply.

I do not have the exact dates and times, but this was in the last 45 days. This was 3 different agents that did this so called "Reset". But yet each one also stated that everything is functioning properly in my store. So in general, I guess that what they are telling us sellers is a "white wash" scenario to get us off the phone and not offering anything else or transferring us to someone who may help.

I have seen others post this same thing on the boards about being told the same thing.

I have been selling here for almost 16 years and I never have been told this false info prior to the last couple of months, regarding "Reset".

Hi @greg213213, while I understand how frustrating it can be to receive incorrect information, I do want to address the assumption that our Customer Service teams are saying this to "get you off the phone". Our Customer Service teams are overflowing with hardworking, dedicated, and passionate people and it is much more likely that these kinds of issues are stemming from a misunderstanding on the part of the person you spoke with, or a lapse in training on eBay's part. For this specific issue, we identified a widespread misunderstanding of what the store refresh feature was designed to do and have taken steps to address this. Though it is possible that someone provided these details to you in error, and this will be addressed, it is equally possible that the person you spoke with believed that they were providing you with accurate and helpful information.

We welcome constructive criticism and are always happy to look into poor experiences so we can improve, but I wanted to make it clear that insinuations that our Customer Service agents in general are trying to avoid providing support when there is no evidence of this is disrespectful to the countless agents who are working hard to support our Community. Again, definitely going to address any specific situations that arise, I just felt it was important to touch on the concerns being raised regarding the integrity of our Customer Service teams.

tyler@ebay · ‎09-25-2019

@vrykalak wrote:

I've seen "Long-time seller" on some listings. What does it take to get that designation?

Hi @vrykalak - this is something I'll look into and see if there are more details to share. Thanks!

Tyler,

Anonymous · ‎09-25-2019

@golfingaddict wrote:

Hello, I have a comment/question about ebay glitches and errors and how they apply to seller accounts.

I recently spoke with ebay customer support and was told that if there is a glitch in seller metrics, standards or other metrics that are tracked in the seller dashboard. (uploaded on time, validated tracking etc)

As a seller, I take my seller dashboard seriously and when and if I see an issue or a late upload or late shipping or whatever, I am very concerned. In the last several months I've had a couple of "false" hits on my metrics. When contacting CS, I pointed out the errors and I showed my proof that the "hits" were false.

Customer support found that I was indeed right and that the hits were indeed false and were the result of ebay glitches on their site. And further, I was told that it is not unusual for a site like ebay to have glitches and as long as the hits (whatever you want to call them) do not affect my seller standing there was nothing that ebay would do and I think that they actually said that there was nothing they could do about them.

That is where my concern and question comes in. If I make a mistake I own it. We all make mistakes. But it seems if ebay makes a mistake (glitch) I have to own it as well.

I feel that this is very disingenuous for ebay to have a glitch or mistake and expect sellers to basically "live with it" until it rolls off their accounts.

I don't want or expect ebay to look at my account or listen to the call or transcripts. This has happened to me multiple times and multiple CSR have told me the same thing "as long as it does not affect my seller standing, there is nothing they can do"

Why is this the stance that ebay takes?

Can anyone discuss the appearance of double standards.. ebay expects sellers to do a good job, take care of issues, be held accountable for mistakes, but ebay will not own it if they make a mistake or there is a glitch.

What say you?

And by the way, I'd like my 16000+ free listings through 2030'ish that were showing in all of my accounts last night 🙂 🙂

Hi @golfingaddict, it would absolutely be ideal if there was a process available to remove these late shipments from your account in every instance where you can show that the item was in fact shipped on time. Since this process is not an option, we can only continue to assure you that we will be able to manually adjust your Top Rated Seller status if it is impacted by these kinds of issues and we will proactively remove these misses from sellers impacted by widespread issues (such as natural disasters).

You have received accurate information from Customer Service and though I understand that you feel this is disingenuous on eBay's part, I can confirm that this is simply a limitation on our part that we strive to honestly communicate with you. To use your comparison of our expectations of sellers, we do not expect you to be perfect. Mistakes will happen, and we understand that. Though we continuously strive to improve the service we offer our sellers and work to address any technical issues that arise, we may not address these in the way that you are asking. We will own an error on our part when this impacts your account. I know that you would like to have this addressed proactively, and perhaps one day this will be possible - for now it is not something we can provide.

We are here to address any negative impact that an eBay error may have caused, there may simply be times where we have to clear up a difference of opinion on what constitutes a negative impact to your account. In this example, transactions that are displayed in your reports as being shipped late would not in themselves represent a negative impact. If these contributed to a loss of Top Rated Seller status, we would be able to address that negative impact for you.