💬 Welcome to the general eBay Q&A session on 03/09/2025 at 2:00 p.m.

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community-team@ebay eBay Team

eBay Team0 View listings

Posted 1 year ago · Edited 1 year ago·Last reply 1 year ago

17 comments

steffi@ebay

Admin1 year ago

Community TeamView listings

Today as well, we’d like to sincerely thank you for your questions – and a special thank you goes to @selina_b@ebay from our Community Support Team for her support!

If there are still any open questions that should be answered by the next eBay Q&A session – or if there wasn’t enough time to respond to your post (or we accidentally overlooked something) – please start a new topic in the community. If needed, just tag us for support like this:

@miriam@ebay

@patrick@ebay

and @steffi@ebay also additionally for all eBay community-related questions

Stay in touch with the Community Support Team!
Feel free to add us to your private friends list via your community profile – this way you can always see at a glance who’s online and can support you.

itec-systems

·1 year ago

View listings

In the Refurbished statistics there is the statistic "Average processing time".

My question is how exactly is this defined, or from when to when is it "stopped"?

Time of the order until adding a tracking number, drop-off at the post office,....?

Does a return because of "item not as described" count twice in the statistics, i.e. once under "item not as described" and once under "return rate" ?

patrick@ebay

Admin1 year ago

Community TeamView listings

@itec-systems wrote:

In the refurbished statistics, there is the statistic "Average processing time".

My question is how exactly is this defined, or from when to when is it "stopped"?

From the time of order until the addition of a tracking number, handover at the post office,....?

Does a return due to "item not as described" count twice in the statistics, i.e. once under "item not as described" and once under "return rate"?

Hello @itec-systems ,

Start: time of order (payment received).
End: time the shipping confirmation/tracking number is recorded.
Delivery time does not count toward processing time, but is shown separately.
Target value: < 48 hours average

Item not as described:
This shows only the proportion of all returns that were assigned the reason “item does not match the description.” It serves quality assurance and provides targeted information about possible discrepancies between the listing and the actual product.

General return rate:
Here all returns are recorded – regardless of the reason (e.g. buyer doesn't like the product, defect, incompatibility, or also “item not as described”).

A "item does not match the description" return is counted both in the rate as a specific sub-reason and at the same time in the overall return rate as a single return. So it appears once as a subset and once as the total value (return), but not multiple times.

Best regards

Patrick

itec-systems

·1 year ago

View listings

Hello everyone,

Recently Miriam said that eBay has fixed the problem where, with basic tracking, the shipment is marked as delivered way too early. But I can see from a current example that this is not the case. So there still isn’t a solution to the problem?

miriam@ebay

Admin1 year ago

Community TeamView listings

@itec-systems wrote:

Hello everyone,

It was recently said by Miriam that eBay had fixed the problem where, with basic tracking, the shipment was being marked as delivered much too early. But I can see from a current example that this is not the case. So is there still no solution to the problem yet?

Hello @itec-systems! Nothing has changed in the display of tracking, but rather in the notifications to your customers. We also say: "To reduce follow-up questions from buyers, automated notifications for this shipping method have been adjusted so that delivery information is only sent when the item has actually arrived..."

Addition: buyers no longer receive premature delivery notifications from eBay, which is already a significant improvement. At the same time, we are working on making additional optimizations to improve this aspect for you even further.

Best regards

Miriam

itec-systems

·1 year ago

View listings

I understand your statement to mean that Ebay does not explicitly send out an email saying "delivered"

But if the buyer looks under their purchases, does it still say "delivered" there too early?

rest-fest

·1 year ago

View listings

2. Question about combined shipping

I get daily payment reminders for the purchase mentioned earlier.
Wouldn't it be better to write to my seller asking them to send the combined invoice?
So far, they haven't received any inquiry from eBay and, like many private sellers, don't know anything at all about the deadlines that are piling up.

selina_b@ebay

1 year ago

Community Support TeamView listings

@rest-fest wrote:

2. Question: combined shipping

For the purchase mentioned earlier, I receive payment reminders every day.
Wouldn't it be better to contact my seller and ask them to send the combined invoice?
So far they haven't received any inquiry from eBay and, like many private sellers, they don't know anything about the deadlines that are piling up.

@rest-fest First, combined shipping should be requested and only then should the item be bought.

Best regards

Selina

rest-fest

·1 year ago

View listings

Hello @steffi@ebay and everyone else..
I bought 10 items on Sunday (books = around 90 pieces) from a seller. I requested combined shipping.
There’s no order number yet because it hasn’t been paid for yet. But it should be visible in my account.
For the seller, shipping is apparently a challenge, because apparently nobody has ever bought large quantities from them.
Tomorrow morning my 4-day payment deadline runs out.

How can you extend this deadline if the seller doesn’t get back to you with the combined shipping costs by this evening?

selina_b@ebay

1 year ago

Community Support TeamView listings

@rest-fest wrote:

Hello @steffi@ebay and everyone else..
I bought 10 items on Sunday (books = around 90 pieces) from a seller. Combined shipping was requested by me.
There is no order number yet, since it hasn’t been paid for yet. But it should be visible in my account.
For the seller, shipping is apparently a challenge, as they’ve probably never had someone buy such large quantities before.
Tomorrow morning my 4-day payment period expires.

How can you extend this deadline if the seller hasn’t gotten back to you with combined shipping costs by this evening?

Hello @rest-fest,

thank you very much for your post.

Have you already bought the books, just not paid for them yet?

Best regards

Selina

rest-fest

·1 year ago

View listings

@selina_b@ebay wrote:
@rest-fest wrote:
Hello @steffi@ebay and everyone else..
I bought 10 items on Sunday (books = around 90 pieces) from a seller. I requested combined shipping.
There is no order number yet, since it hasn’t been paid for yet. But it should be visible in my account.
For the seller, shipping is apparently a challenge, since apparently nobody has ever bought such large quantities from them.
Tomorrow morning my 4-day payment deadline expires.

How can you extend this deadline if the seller doesn’t get back to you about combined shipping costs by this evening?

Hello @rest-fest,

thank you very much for your post.

Have you already bought the books, just not paid for them yet?

Best wishes
Selina

Yes, bought and not yet paid. I asked for combined shipping costs and now also have email contact with the seller. He isn’t quite sure how to ship, doesn’t have a suitable box, and so on..
I’ve already given him some guidance myself. As far as I’m concerned, single shipping at the stated shipping costs is fine too, but then please also 10 individual parcels = not very ecologically sensible.

I just don’t want to have 10 non-payment warnings tomorrow.

selina_b@ebay

1 year ago

Community Support TeamView listings

@rest-fest wrote:

@selina_b@ebay wrote:

@rest-fest wrote:

Hello @steffi@ebay and everyone else..
I bought 10 items on Sunday (books = around 90 pieces) from a seller. I requested combined shipping.
There is no order number yet, since it hasn't been paid for yet. But it should be visible in my account.
For the seller, shipping is apparently a challenge, because they probably have never had anyone buy such large quantities before.
Tomorrow morning my 4-day payment deadline expires.

How can this deadline be extended if the seller doesn't get back to me about combined shipping costs by this evening?

Hello @rest-fest,

thanks a lot for your post.

Have you already bought the books, just not paid for them yet?

Best regards

Selina

Yes, bought and not yet paid. I requested combined shipping costs and now also have email contact with the seller. They don't really know how to ship, don't have a suitable box, and so on and so on..
I've already helped them myself. Single shipping at the stated shipping costs would be fine with me too, but then please also 10 individual parcels = not very ecologically sensible.

I just don't want to have 10 unpaid-item warnings tomorrow.

@rest-fest I can see in the message history that your seller wants to get back to you this afternoon with how high the shipping costs are.

Please be a little patient there.

Best regards

Selina

teddy.2006

·1 year ago

View listings

Good day,

for quite some time now, every 30 days I have been charged 2 x €0.50 in fees for 2 listed (non-public bidder list), fixed-price auctions with direct debit.

The correct thing is that when it’s listed it should only be charged 1 x and not again every 30 days as long as the auction is running.

I sent an email to info@Ebay; in response I was told to contact the help section. My question is: where can I send a written complaint by post so that these unlawful charges are stopped? In the legal notice there is a Dublin postal address. Can I write the complaint there in German, or in English?

Thank you.

miriam@ebay

Admin1 year ago

Community TeamView listings

@teddy.2006 wrote:

Hello,

for quite some time now, every 30 days I have been charged 2 x €0.50 in fees for 2 posted (non-public bid list), fixed-price auctions with direct debits.

What is correct is that only 1 charge should be applied when listing, and not again every 30 days as long as the auction is running.

I sent an email to info@Ebay; in response I was told to contact the help section. My question is where can I contact you in writing by post so that the unauthorized fee calculations are stopped? In the legal notice there is a Dublin postal address. Can I write the complaint there in German, or in English?

Thanks.

Hello @teddy.2006 and glad you're here today! Fees for additional options are charged when the listing is posted or manually relisted. For automatically relisted auction listings, fees for additional options are not charged again. Here you pay for the additional option and for a fixed-price listing these also apply every 30 days. In your case, these are not fixed-price auctions and that is not an error.

Best regards

Miriam

teddy.2006

·1 year ago

View listings

Hello Miriam,

that's correct. But as already written, although it's an ongoing auction and not newly listed by me, every 30 days 2 x €0.50 are repeatedly charged and debited by direct debit.

Once the direct debit didn't work, and then I received a message from a collection agency or something saying that I have to pay, otherwise I would have to expect a block and other consequences.

QUESTION: how can this be stopped? or how do I get the amounts paid unjustly back? Info@ebay wrote in response that they are not responsible for my complaint and that I should contact support.

Would the only option actually be by post? So am I now writing a letter to Kleinmachnow, is that right?

A huge amount of effort for tiny amounts. That really can't be right, can it?

Thanks.

miriam@ebay

Admin1 year ago

Community TeamView listings

@teddy.2006 wrote:

Hello Miriam,

that is correct. But as already written, even though it is a long-running auction and was not newly listed by me, 2 x €0.50 are repeatedly charged and collected by direct debit every 30 days.

Once the direct debit didn’t work, and then I received a message from a debt collection agency or something like that saying that I had to pay, otherwise I would have to expect a block and other consequences.

QUESTION, how can this be stopped? Or how do I get the amounts paid in error back? Info@ebay wrote in reply that they were not responsible for my complaint and that I should contact support.

Would the only option really be by post? So now I’m writing a letter to Kleinmachnow, is that right?

A huge effort for tiny amounts. That can’t be right, can it?

Thanks.

Hello @teddy.2006! Since the Q&A session is now over, I’d like to offer to take another detailed look at this and then get back to you in writing later in the week.

Update 4.09.2025: E-mail sent.

Best wishes

Miriam

steffi@ebay

Admin1 year ago

Community TeamView listings

Feel free to ask your questions 🤗