eBay

brittanie@ebay · ‎06-30-2021

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.

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!

Brittanie,
Community Team

tools* · ‎06-30-2021

@tools* wrote:
These are screenshots from the circular logic session I had today with eBay on Facebook regarding this issue:

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Edit: Removed screenshots in violation of community guidelines

Wow, screenshots that demonstrate what we have to deal with when trying to explain a simple issue to an eBay representative are against "community guidelines." Isn't that special.

my-cottage-books-and-antiques · ‎06-30-2021

I have my own return postage question: I received a return today. I used ebay labels when I shipped it, and the buyer used an ebay return label per my free returns policy. The label on the returned package says "No postage necessary" because, of course, I had paid it, the buyer didn't have to. BUT....where in Seller Hub/Managed Payments do I find the amount I paid?

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Edit: A reply to your question can be found here

donsdetour · ‎06-30-2021

@moretreasures4you wrote:
I had a buyer win 2 auctions last week and she received an email from ebay showing "Fast and Free" on 2 calculated shipping items. I sent a combined invoice and she wanted to know why the shipping wasn't free, although it does not say free in the listing. (And she acknowledged that in fact it said buyer pays shipping on the auction listing.) Here is the email she received:

Ask them if they purchased with phone: seems such is a glitch on that end of eBays apps for such from posts in the community boards..

mr_lincoln · ‎06-30-2021

Good afternoon eBay support team!

Re: Seller Hub - one month in after the closure of the Classic Pages

I will preface this post by saying none of the issues described below ever happened with the Classic pages and having had to use Seller Hub exclusively now I was rather surprised it has so many issues after all the time it has been around. I have used the Comments links on many pages, many time and for some for far longer then the past month ... yet nothing has been done.

PAGE LOADING: In all my years of being online eBay's Seller Hub's See all orders page is the ONLY page that has triggered my browser's alert that the page is slowing the browser down. Initially it was a 30-45 minute page load but ...

... eBay sped it up, now it only takes 25-30 seconds to load but still triggers the slow page loading alert. The other issue with the See all orders page is that it will NOT retain the time frame I prefer which is Current month, every time I open the page I have to change the time frame from the default 90 days to Current month ...if I check ANY thing on another page and come back to the See all orders page it is back to 90 days PLUS the long load time.

Next is the Feedback issue on multiple purchases from a Buyer. I click on this section and it opens the page to leave FB ... I use EITHER the canned eBay comments or my own but it makes no difference, It will NOT let me leave Feedback ... "We ran in to a problem ... "

And finally, general up to date sales information ... PLEASE get rid of the "Last 31 days" total sales ... the world runs on a monthly basis, eBay should too, this information is worthless because tomorrow it could be totally different, as it will be the following day and so on. It is wasting a space that could used for more pertinent information.

Trying to get an idea of general up to date real time sales information is impossible because the information is spread out worse than a Texas Cattle Ranch ... outlined info in red below ... one has to check in numerous places for information opposed to one concise spot where it all resides.

The Classic pages were FAST, Seller Hub isn't. The Classic pages had concise sales information in one location Seller Hub doesn't. The Classic pages had no issues leaving Feedback on a multiple purchase order, Seller Hub does. The Classic pages retained default display settings selected by Sellers, Seller Hub doesn't. These issues have ALL been reported more than once via the Comments links ... to no avail

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Edit: A reply to your post can be found here

Regards,
Mr. Lincoln - Community Mentor

dentalsales4u · ‎06-30-2021

I've had two charge backs since being moved to MP.

I lost both and I shouldn't have.

The first one was due to buyer not receiving their refund. There was no return started, so no refund would have been processed. All I could do was upload a photo which I did address, showing tracking & signature upon delivery. eBay had nothing showing this buyer returned his purchase.

2nd one was the buyer didn't recognized the charge. All I could do there was upload the tracking, nothing else.

How is this right???

I contacted the buyer and he said he did receive the product and was happy with it and would contact his bank. Apparently he did, a few weeks later, the refund was reversed.

The point is, I shipped to the address requested with signature required. All this would have shown on the tracking, so why would I have lost?

I don't feel eBay is fighting for the seller and we have no place to input information regarding the transaction.

pursesbrasplusmore · ‎06-30-2021

I have had more unpaid buyers at one time since ebay updated the unpaid item policy (today is day 4 on the most recent one). The policy I find on ebay help states "Sellers don't need to op

en unpaid item cases any longer. Instead, orders can be canceled if a buyer hasn't paid within 4 calendar days." I thought I was to cancel it, but ebay auto canceled the last unpaid item. Will you please give detailed step by step instructions on what the seller is supposed to do and when the seller is supposed to do it ? Also, how to cancel / get back any fees that were incurred because the buyer did not pay. Words like "can" and "may" do not tell me what to do. If ebay is going to auto cancel, the policy needs to state ebay will auto cancel the order 4 days (96 hours) after winning bid, offer is accepted, or BIN purchase time or whatever.
Also, I would like to see a copy of what the buyer is sent from ebay when they have not paid. Thank you!

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Edit: A reply to your questions can be found here

eleanor*rigby · ‎06-30-2021

But brittanie@ebay--you just got here!

I hope this is good news for you, but it's sad news for the Community. 😥 Best of luck!

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Edit: A reply to your post can be found here

brian@ebay · ‎06-30-2021

@mam98031 wrote:

@jonathankirkland wrote:

With most sellers now being moved to Managed Payments from Paypal, 'chargebacks' appear to be at an all time high, and the problem is becoming more and more prevalent on a daily basis.

Why does ebay, Adyen or whomever else is responsible not support sellers by giving them a chance to present their case to the processors that are initiating the chargebacks on behalf of their customers? It seems ebay/Adyen are complicit in giving any/every payment processor carte blanche to chargeback and the seller has absolutely no recourse.

Ebay really needs to be better about supporting sellers with chargebacks. What do you intend to do about this serious, growing problem?

Just adding my voice to this concern. I am not aware that Chargebacks overall have risen for those in MP over when we were in PP. I know it hasn't for me and a few other sellers I know personally. But I most certainly have raised concerns over the lack of being able to state our position on a chargeback as the form we fill out in MP for this is inadequate at best. It ONLY allows you to enter a tracking number.

There can me so much more to be said about a specific chargeback to include emails that need to be considered inside the Ebay system. We need the ability to give OUR SIDE of the issue. But currently MP doesn't allow that. I had to call in to get some additional info on my chargebacks. No seller should have to do that. All MP needs to do is give us a field to enter information into AND THEY MUST have a real person review it and pass it on to the CCC.

@mam98031 I can definitely share this feedback with the payments team!

Brian,
Community Team

mam98031 · ‎06-30-2021

@my-cottage-books-and-antiques wrote:
I have my own return postage question: I received a return today. I used ebay labels when I shipped it, and the buyer used an ebay return label per my free returns policy. The label on the returned package says "No postage necessary" because, of course, I had paid it, the buyer didn't have to. BUT....where in Seller Hub/Managed Payments do I find the amount I paid?

Should be under Detailed transactions. You can see there when they pull money for the International Shipping program or your Store Fees or other stuff. It should all be there on the date they pulled the funds.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

brittanie@ebay · ‎06-30-2021

@dhbookds wrote:

Good luck Brittanie......hope you like the new job........

@dhbookds - Thank you! I hope so, I'm going to be going into the tech org and getting to work on that side, so it will be a learning experience. 🙂

Brittanie,
Community Team

tools* · ‎06-30-2021

tyler@ebay wrote:
@tools* wrote:

I have an issue with a return:

eBay charged a return shipping label fee of $22.79, nearly three times the actual cost of shipping.

The package details are:

USPS Priority Mail, Commercial Rate: $8.10
4 lbs
12 x 12 x 8
Going from 11050 to 11231

Why was I charged nearly three times the actual cost for a return shipping label?

Hi @tools* - I'm not able to provide account specific support via this channel, but in general a return shipping label will use the exact same dimensions and weights from the listing itself. It definitely sounds unusual if you paid a different price on the outbound postage. Please consider working with CS still.

Did you read the text chat with CS before you deleted it? I've called the Philippines and chatted with CS seven times already. The phone calls consist of endless apologies (Philippines) and the text chats utilize circular reasoning (US?).

a_c_green · ‎06-30-2021

@mam98031 wrote:
brian@ebay wrote:
@jonathankirkland Sellers do have the option of challenging a payment dispute and providing evidence or additional information. eBay will use the information / evidence to advocate on the sellers behalf with the financial institution. You'll find more information here.
brian@ebay

Unless that is a recent change, it is inaccurate for MP. I've hand chargebacks. The ONLY think I could enter was the tracking number. There was no comment field. Now if this has changed, that would be GREAT news.

Keep in mind that a Chargeback is not the same as a claim filed in Ebay.

A close reading of the link that brian@ebay provided suggests that a lot of eBay's response is derived from the tracking number when it's provided, and whether the tracking shows a Delivered status to the City and ZIP of the address received with the payment. There are also some mentions of "Detailed photographs of the item from the listing," which eBay can obtain themselves without the seller's need to provide those, and also "Relevant correspondence between you and the buyer," which, again, eBay can obtain themselves since they have access to all the data from the sale.

What seems to be missing there is any reference to letting the seller provide his own written defense to the dispute. It's true that the raw details of the transaction can be provided, but without the seller getting a chance to provide his own written response, a lot of the context can be lost.

coffeebean832 · ‎06-30-2021

@mam98031 wrote:
But I most certainly have raised concerns over the lack of being able to state our position on a chargeback as the form we fill out in MP for this is inadequate at best. It ONLY allows you to enter a tracking number.

It depends on the type of chargeback filed- the reason selected by the buyer. Some types of chargebacks will only allow a tracking number upload. Other types of chargebacks allow you to upload one document to support your case- I have always recommended creating a patchworked jpg so you can get all the info into the one singular document allowed. The chargeback system is very lacking and protections are so minimal- practically non-existent.

ittybitnot · ‎06-30-2021

The ONLY think I could enter was the tracking number. There was no comment field.

@mam98031

The "Payment Disputes" (aka chargebacks) that allow only a tracking number are for INR or Doesn't Recognize the charge (or once in a while Unauthorized Transaction (which is apparently different from the Doesn't Recognize charge, and not to be confused with the old PayPal Unauthorized use).. .

SNAD disputes are one of the the ones that allow only one photo in a sellers defense, with no comment field. Previously, one could "stitch" together photos and text for that ONE picture opportunity, but recently that has changed so that a seller must choose a photo from their listing instead. There is no seller input on these, and if the buyer has bypassed the eBay dispute system there is no place to even suggest "return for refund". No explaination is allowed. You either refund and let the buyer keep the product or take your chances with your one photo. Yes, it is indeed not adequate at all.

mam98031 · ‎06-30-2021

brian@ebay wrote:

@mam98031 wrote:

@jonathankirkland wrote:

With most sellers now being moved to Managed Payments from Paypal, 'chargebacks' appear to be at an all time high, and the problem is becoming more and more prevalent on a daily basis.

Why does ebay, Adyen or whomever else is responsible not support sellers by giving them a chance to present their case to the processors that are initiating the chargebacks on behalf of their customers? It seems ebay/Adyen are complicit in giving any/every payment processor carte blanche to chargeback and the seller has absolutely no recourse.

Ebay really needs to be better about supporting sellers with chargebacks. What do you intend to do about this serious, growing problem?

Just adding my voice to this concern. I am not aware that Chargebacks overall have risen for those in MP over when we were in PP. I know it hasn't for me and a few other sellers I know personally. But I most certainly have raised concerns over the lack of being able to state our position on a chargeback as the form we fill out in MP for this is inadequate at best. It ONLY allows you to enter a tracking number.

There can me so much more to be said about a specific chargeback to include emails that need to be considered inside the Ebay system. We need the ability to give OUR SIDE of the issue. But currently MP doesn't allow that. I had to call in to get some additional info on my chargebacks. No seller should have to do that. All MP needs to do is give us a field to enter information into AND THEY MUST have a real person review it and pass it on to the CCC.

@mam98031 I can definitely share this feedback with the payments team!