eBay

jasmen@ebay · ‎02-02-2022

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.

The chat thread will remain open until 2 PM PT at which point we'll close it from additional responses. After that time, we'll continue to work on responding to any queries that might still be unanswered.

To post your question, click Reply in the lower right corner of this post, type your question, and hit submit between 1-2 PM Pacific Time. The format of our chat mirrors the format of our Community Discussion Boards, where each post will appear in the thread chronologically. The Community Team will review each question as it comes in, and will quote the original question in our reply. This quote and the reply will appear later in the thread, so just keep scrolling down to see our answers.

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!

Jasmen,
Community Team

glasser · ‎02-02-2022

I had an opportunity to try the new listing form with the new photo features.

Frankly, I thought the form was a mess. It required tons of new navigation and clicks, especially in item specifics. Why oh why would eBay design a form that adds complexity as opposed to reducing it. I was excited to try the background removal tool. It was pretty weak.

The old form was check box your way down one page and minimal pull downs.

I was one listing and done with that form. I am all for improvements, but they actually have to be improvements from the user end. For people, like me who have items that are each mostly different from other items we sell, this form does not work. Probably OK for people who sell the same things over and over again. I did provide feedback through the page.

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Edit: A reply to your comments can be found here

rosevelyn · ‎02-02-2022

Also, I spoke with a customer svc. agent yesterday who said he also saw it and others in the forum see it too. Not my listings, but everyone's.

wastingtime101 · ‎02-02-2022

tyler@ebay wrote:
I'm happy to get clarification on what the process is now that the 48 hour time frame for moderation review has (very clearly) run its course.

Hey tyler@ebay, when you get some answers, could you possibly post an update here along with the other video questions you were looking into from that discussion?

GLORIOUS!

buyselljack2016 · ‎02-02-2022

2022, and we are still jumping to the last post made instead of the last post read.

Read to 10 as that is all there was.

Come back later, and there I am at post 42.

When, oh when will this change?

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Edit: A reply to your question can be found here.

valueaddedresource · ‎02-02-2022

jasmen@ebay wrote:
@valueaddedresource wrote:
There was a really great discussion about how blocking users/messages works here:

https://community.ebay.com/t5/Selling/It-s-2022-C-mon-Ebay-Time-to-Go-Back-to-the-Future/m-p/3266281...

@popblox brought up that the block is disabled as soon as it becomes a 2-way conversation and provided examples of how she has learned not to immediately reply to some messages just in case it turns into a situation where she wants to block them.

It seems to me that nuance of how the block works is often not completely understood and many community members come here confused why they are still receiving abusive messages from people they have blocked.

I think a lot of users would agree that's not how the block button *should* work and we see a lot of community posts with people wondering why members are still receiving messages after they block someone.

There are also many reports here in the community and on social media about extremely abusive and harassing messages that are reported and nothing is done to stop them. I've personally been on the receiving end of some absolutely vile and threatening messages where the block didn't work for this reason - repeated reports to customer service were met with suggestions to "just ignore it" but no action was ever taken against the user who continued to harass me for over a week.

Why doesn't eBay make the block function work by stopping further communication at the time the block is placed as many users assume it should or at the very least allow for customer service to review the messages and manually place a block on further communication if found to be abusive?
Hey @valueaddedresource all great points for sure. The reason why we don't block them from messaging is because they are still within the Money Back Guarantee timeframe and they may still need to communicate with you. If they continue to be abusive we can take additional steps internally as well, but you can't block them from messaging specifically. Anytime you reply to them they have 30 days to reply to your last message, after that they will be blocked. Thanks!

jasmen@ebay thanks but that doesn't stop eBay from blocking messages for authenticated transactions, so I'm not sure why you couldn't also have something in place to block truly abusive messages.

tyler@ebay · ‎02-02-2022

@my-cottage-books-and-antiques wrote:

tyler@ebay

165295142950

Thanks @my-cottage-books-and-antiques - I'll get a ticket filed for review.

Tyler,

valueaddedresource · ‎02-02-2022

velvet@ebay wrote:
@gwzcomps wrote:
Why is eBay not honoring their seller protections for " The buyer did not recognize the transaction" payment disputes? I have one that has been in limbo since the 15th. This is my second one now. The first one closed in my favor immediately once I uploaded tracking that eBay already had. The current one is just chilling like it has nothing better to do despite being covered by my seller protection.

Never had this problem with PayPal. It just fixed itself right away. It's not my fault eBay and its users can't keep their accounts secure. If you aren't going to honor the protection why offer it?
Hi @gwzcomps! We have to wait for the outcome of the dispute with the payment processor it was opened with, before we can look into providing seller protections. It sounds like your first dispute was determined quickly by the payment source it was opened with, while this second one is taking longer.

velvet@ebay @gwzcomps - check this thread. https://community.ebay.com/t5/Selling/No-response-required-from-seller-on-payment-disputes-anymore/m...

my-cottage-books-and-antiques · ‎02-02-2022

thanks Tyler....

wastingtime101 · ‎02-02-2022

jasmen@ebay wrote:
Hey @valueaddedresource all great points for sure. The reason why we don't block them from messaging is because they are still within the Money Back Guarantee timeframe and they may still need to communicate with you. If they continue to be abusive we can take additional steps internally as well, but you can't block them from messaging specifically. Anytime you reply to them they have 30 days to reply to your last message, after that they will be blocked. Thanks!

This happens even when there is no transaction. Buyer sends message demanding a lower price. Seller declines. Buyer becomes abusive. Seller blocks. Buyer messages keep coming because the seller sent a reply to their first message.

GLORIOUS!

jasmen@ebay · ‎02-02-2022

Thanks for joining the weekly chat this week - it is now closed from further replies but we will continue to work through to ensure that questions receive a response.

Jasmen,
Community Team

tyler@ebay · ‎02-02-2022

@glasser wrote:

I had an opportunity to try the new listing form with the new photo features.

Frankly, I thought the form was a mess. It required tons of new navigation and clicks, especially in item specifics. Why oh why would eBay design a form that adds complexity as opposed to reducing it. I was excited to try the background removal tool. It was pretty weak.

The old form was check box your way down one page and minimal pull downs.

I was one listing and done with that form. I am all for improvements, but they actually have to be improvements from the user end. For people, like me who have items that are each mostly different from other items we sell, this form does not work. Probably OK for people who sell the same things over and over again. I did provide feedback through the page.

Thanks for sharing your experience @glasser - I'm glad you also took the time to share your feedback through the page as that goes directly to the product teams involved with the form. I'll make sure that your comments here are sent their way as well.

Tyler,

velvet@ebay · ‎02-02-2022

@gwzcomps wrote:

There is no easy way to provide a link/search since there is a mix of real and fake items. It is probably 60% counterfeit and 40% legit when looking for a "new genuine dell power supply".

That works @gwzcomps. I'll pass this on to the relevant team for a closer look. Thank you!

Velvet,

velvet@ebay · ‎02-02-2022

@buyselljack2016 wrote:

2022, and we are still jumping to the last post made instead of the last post read.

Read to 10 as that is all there was.

Come back later, and there I am at post 42.

When, oh when will this change?

Hi @buyselljack2016! I know that sheila@ebay is aware and it's something we're looking into. Thank you!

Velvet,

velvet@ebay · ‎02-02-2022

@glgenterprise wrote:

And a second issue that I have had for years - regarding store categories..

I utilize categories within my store, and like to keep a fairly substantial amount of subcategories. Once within the listing page, we do not have the option to add additional categories/subcategories within the listing. I've tried going out and adding the category/subcategory on a separate window, but without saving the listing as a draft and re-opening the draft, the new category will not populate. It seems like way more steps than we should have to go through. Is this something that can be passed on to the team that builds the matrix for listings?

Hi @glgenterprise! I don't want you to think you aren't getting a response. I reached out for more info earlier and haven't heard back yet. I'll follow-up here when I have news to share. Thank you!

Velvet,

velvet@ebay · ‎02-03-2022

velvet@ebay wrote:

@ittybitnot wrote:

We have to wait for the outcome of the dispute with the payment processor it was opened with, before we can look into providing seller protections.

velvet@ebay

The question has always been WHY THE WAIT? Either the seller has obviously satisfied the requirements for seller protection or they haven't. Actually, there appears to be some progress in this unfortunate situation as outlined in this thread here:

https://community.ebay.com/t5/Selling/No-response-required-from-seller-on-payment-disputes-anymore/t...

Apparently, you still have to wait...sort of...but they don't snatch your money for a HOLD. Can you elaborate as to whether that is for all sellers. some sellers, or at eBay's discretion?

Hi @ittybitnot! I've not heard of this happening before with claims. It could be a pilot, or something new that's being applied in certain situations. I'm going to reach out and see what I can find and will follow-up with whatever I'm told.

Hi @ittybitnot, @gwzcomps, and @valueaddedresource! I've received the following info to share regarding automated seller protections:

We've been providing automated seller protections since last year and it's not limited to a certain group of sellers. When a seller receives automatic payment dispute protections they will not be able to issue a refund or accept/challenge the dispute but they will be able to see the dispute in Request and disputes in the Order tab in Seller Hub. When a transaction is equal to or less than $2.50 eBay will auto protect the seller and will not recoup the transaction amount and will credit the dispute fee.

eBay will review a dispute to determine if it qualifies for seller protections at three different points during the dispute life cycle:

Dispute open date
- eBay will review the dispute when it is opened to determine if it is eligible for seller protections
- If the dispute is eligible for seller protections, a hold will not be placed and the dispute fee will not be charged
- If the dispute is not eligible for seller protections, we will move to the next step in the review process
After the seller review window expires (5 calendar days)
- eBay will review the dispute after the seller review window closes if we could not determine seller protection eligibility at the time of dispute open
- If the dispute is eligible for seller protections, the hold will be released and the dispute fee will not be charged
- If the seller does not respond to the dispute within the required timeframe, the dispute will remain open for the full 5 calendar days and we will move to the next step in the review process
Dispute closure OR EDD + 3 (whichever occurs last)
- eBay will review the dispute when the final decision is received from the payment institution, or after EDD + 3
- If the final decision is received prior to EDD + 3, the dispute will remain open until EDD + 3 has passed
- This is to allow time for the item to show delivered within the scheduled time frame
- If the dispute is eligible for seller protections, the hold will be released and the dispute fee will not be charged