🗨 Welcome to the general eBay Q&A session on 03/11/21 | eBay Q&A Session | eBay.de Community

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🗨 Welcome to the general eBay Q&A session on 03/11/21

Hello everyone!

Thank you very much for taking part in the eBay Q&A session with the eBay Community Team.

Since we don’t have a specific topic this week, please don’t hesitate to ask your general buying or selling questions here.

The Q&A session will remain open until 3:00 PM. After that, it will be closed for further questions. Of course, we will continue to make sure that all questions that may still be unanswered are answered — please give us a little time for that 🙏.

To ask your question, click Reply in the lower right corner of this post, enter your question, and click "Reply" between 2:00 PM and 3:00 PM. The format of the eBay Q&A session reflects the format of our community discussion forums, where all posts appear chronologically. The Community Team answers each incoming question in that order and then quotes the original question in the respective reply. This quote and the answer appear later chronologically and therefore further down.

Questions that we cannot answer directly during the hour will be handled by us with a link to the answer.

If you unfortunately missed the eBay Q&A session, we’d be happy if you posted your question directly in the Community or simply waited until the next Q&A session.

Best regards

Your eBay Community Team

community-team@ebay eBay Team

eBay Team

eBay Team0 View listings

Posted 4 years ago·Last reply 4 years ago

26 comments

ihoe24

·4 years ago

I haven’t been able to view my Ebay points for 2 days now; access to the page no longer works. Can I still redeem points or earn new points?

miriam@ebay

eBay Team

Admin4 years ago

Community TeamView listings

@ihoe24 wrote:
I haven’t been able to view my eBay points for 2 days now, and access to the site no longer works. Can I still redeem points or collect new ones?

Hello @ihoe24 and thanks for letting us know about this irregularity. Allgemein the eBay points for purchases were discontinued on 22/10/2021. This was communicated by email on 15/10/2021.

Since I can’t tell exactly from your question whether you want to redeem the points for buying or selling, I recommend that you contact our customer service before you continue reselling without getting points for it.

Kind regards
Miriam

m_graf

·4 years ago

Hi!

On 03/10, I sold a rather bulky item. The item was paid for directly through PayPal.

I had specified "pickup only" .... after initial contact I haven't heard anything else from the buyer (despite writing to them several times).

The buyer seems to live in Bavaria and I live near the Danish border.

1000 km distance. Winning bid under 40 euros. The thing (wine rack) is now just sitting in my way. What can I do?

Thanks!

miriam@ebay

eBay Team

Admin4 years ago

Community TeamView listings

@m_graf wrote:

Hi!

On 03/10 I sold a rather bulky item. The item was paid for directly via PayPal.

It was listed as "pickup only" .... after initial contact I haven't heard anything else from the buyer (despite sending multiple messages).

The buyer seems to live in Bavaria and I live on the Danish border.

1000 km away. Winning bid under 40 euros. The thing (wine rack) is now just in my way. What can I do?

Thanks!

Hello @m_graf! I can very well understand that you'd like to hand the wine rack over to new hands. If you don't get any response from your customer regarding pickup, you could set a deadline. If there is no pickup by that date, you can cancel the purchase (edit: Thanks @perfect-sally for the tip!) and relist the item.

We wish you a successful resolution!

Best regards
Miriam

perfect-sally

·4 years ago

How is that supposed to work, cancel for non-payment if it was already paid via PP?🤔

bruzzelkracher

·4 years ago

Hello,

I had a similar problem due to engine damage.

It’s possible that the so-called buyer is looking for a transport option, i.e. a shared load with a freight forwarder, then they can get it relatively cheaply, about 50 euros for shipping, but they are often fobbed off by the companies with promises of flexibility on dates so the transport can be carried out that cheaply. Otherwise, wait; after 45 days the buyer protection expires and you can list it again.

miriam@ebay

eBay Team

Admin4 years ago

Community TeamView listings

@bruzzelkracher wrote:

Hello,

had a similar problem because of engine damage.

It’s possible that the so-called buyer is looking for a transport option, i.e. a shared load with a freight forwarder, which would make it comparatively cheap, around 50 euros for shipping, but he is often fobbed off by the companies about flexible dates so that the transport can be as cheap as possible. Otherwise, wait it out; after 45 days the buyer protection expires and list it again.

That would of course also be an option, @bruzzelkracher. However, please don’t forget that both sides are free to inform themselves about their legal options outside of eBay and under the eBay marketplace, legally binding contracts are concluded regarding goods or services offered there.

We would appreciate it if eBay Messages were used for this to exchange information about the next steps. What I could still recommend at this point, @m_graf, would be to ask our customer service to write to your buyer for you. You can find our contact options at the bottom of every help page 🙂.

Kind regards
Miriam

bruzzelkracher

·4 years ago

Ebay – Am I making the world as I like it?!

CD changer is offered as new according to item condition – okay, the good guy has the original packaging. The description only mentions extensive testing. The device is at least 15 years old, so the drive belt has been replaced.

Aside from the fact that, as an “uninformed” person, I wouldn’t have figured out that and how the belts there are supposed to be changed, which is very difficult or even impossible for many, when asked in writing for the invoice for the “new device” they point out that this device comes from an estate.

Does an old original box make an old device new? By the motto, I tune up an old Golf 1 and then it’s new?

I’m asking the experts and ace users because I’m also selling 2 similar devices in which the laser and belts were replaced, but I chose the condition refurbished.

I stick to the truth and other sellers achieve a higher return through what I consider to be incorrect selection. Fact is, the Ebay hotline and 4 other employees don’t see themselves in a position to stop the auction? Can I now bid without restriction and then immediately afterwards claim buyer protection -ArtNr 255198872981

Once again, the honest one seems to be the fool here – or how do you see it?

Anonymous User

·4 years ago

Hiya @bruzzelkracher

It really does seem to be one advantage of the new payment processing that sellers like that learn pretty fast.

If the buyer isn’t satisfied then, the seller not only has to refund the item price and the outgoing shipping costs, but also cover the return shipping... and they’re on the hook for the fees too.

Eventually even the last seller will have figured out that it’s better to actually look at the explanations for the item condition.

miriam@ebay

eBay Team

Admin4 years ago

Community TeamView listings

@bruzzelkracher wrote:

Ebay – I paint the world as I like it?!

CD changer is offered as new according to the item condition – okay, the good guy has the original packaging. The description only mentions extensive testing. The device is at least 15 years old, so the drive belt has been replaced.

Aside from the fact that, as an “uninformed” person, I wouldn’t come up with the idea that the belts there need to be changed and how to do it, which is very difficult or even impossible for many, when asked in writing for the invoice for the “new device,” they refer to the fact that this device came from an estate.

Does an old original box make an old device into a new one? By the same logic, if I repair an old Golf Mk1, is it then new?

I’m asking the experts and pros because I’m also selling 2 similar devices in which the laser and belts have been replaced, but I chose the condition refurbished.

I stick to the truth, while other sellers achieve a higher return through, in my opinion, incorrect selection. The fact is, the eBay hotline and 4 other employees don’t seem able to stop the auction? Can I now bid without restriction and then immediately make use of buyer protection -Item no. 255198872981

Once again, it seems the honest person is the fool here – or how do you see it?

Hello @bruzzelkracher! The item condition "refurbished" is definitely more appropriate here and we appreciate that you’re being honest. That will also work in your favor, because that’s the only way you’ll get positive feedback from your customers and, hopefully, a good rating as well. I will report the item internally and I also recommend that you always report policy violations directly via the respective item page. In general, there’s no need to contact our customer service here, since reports submitted through the item page can be processed faster 🙂.

Best regards
Miriam

bruzzelkracher

·4 years ago

But honestly, that’s putting it mildly, misleading.

Either eBay has principles or it doesn’t.

If the buyer doesn’t complain out of ignorance, then the seller did everything right and got a higher price.

If that’s the case, eBay can save itself all the policy violations and the security department

bruzzelkracher

·4 years ago

I don't want an award and I don't want to be included in any prayer either, but either there are rules or there aren't; the VK still has a few hours left 😉

miriam@ebay

eBay Team

Admin4 years ago

Community TeamView listings

@bruzzelkracher wrote:

But to be honest, that is, to put it mildly, misleading.

Either eBay has principles or it doesn't.

If the buyer doesn’t complain out of ignorance, then the seller has done everything right and achieved a higher price.

If that’s the case, eBay can save itself all the principle violations and the security department

Hey @bruzzelkracher! Every report is just a fact that we take into account. The measures we take depend on the type of violation reported and on how it also affects other eBay users.

If a listing does not comply with our guidelines, it will be removed. In some cases, however, it is possible for the listing to remain on eBay and for us to contact the member to carry out training. It is possible that we will restrict users with regard to their buying and selling activities. Since we protect the privacy of all our members, we unfortunately cannot say which measures we take exactly. I’m sure you understand that 🙂.

Best regards
Miriam

bruzzelkracher

·4 years ago

Okay,

then I'm satisfied - I can also refer to that,

Have a nice rest of the week

bruzzelkracher

·4 years ago

The answer was okay, but...

there is training on Ebay

and

with the car dealer around the corner, it would be fraud ;))

Cheers

perfect-sally

·4 years ago

After now more than 3 weeks, I still have to log in separately if I want to view the details of the purchase via the article. When will this finally be fixed?

What is the progress on the searches, especially in the model railway category?

Has the error been fixed?

Many users are complaining about the points. You’re surely aware of it, but when is a solution finally in sight?

Some users are also complaining that apparently items always have to be paid for immediately, even though they haven’t activated that. This seems to have happened several times via the shopping cart as well. What’s going wrong there again?

For me and other users, it has happened that the details of the purchase were suddenly only displayed and printed in landscape format, even though nothing was changed. When the page is open, you also can’t access the printer settings. Open it several times, and then it suddenly works again. Are you keeping an eye on that?

What’s the situation with the fees that some users are shown when they edit an item and upload it again? Are fees actually being charged there, or is the display wrong?

And now something new has come up again: the new, oh-so-great shop design. And apparently once again totally botched or just not mature. The categories, or rather opening the subcategories, is a total disaster – an endless back and forth. That doesn’t make it any easier for customers to find something either. Do you people ever think about us sellers? If we don’t have any sales, then ebay doesn’t either!

How can it be that private sellers can still list coronavirus tests? There are some items that seem to get blocked as soon as they’re listed. Why doesn’t that work with the tests? Private sellers keep popping up who want to get rid of their tests here again.

hasjana

·4 years ago

When paying, does the source of funds - whether a PP account, CC, or bank account - have to be in the name of the eBay account holder, or can you also pay through your partner?

when selling, it apparently only works through the identical account holder (eBay / bank account), so some people can no longer sell at all if there is only one account in the partnership, because they are not the bank account holder, but only an authorized representative

perfect-sally

·4 years ago

When buying or paying, it should be completely irrelevant who pays with which account. For example, there are also guest buyers who don’t have a verified account on eBay. eBay doesn’t care where the money comes from, or who actually pays for the item. And honestly, I don’t really care either. If there is a refund, that will probably go to the foreign account as well.

When selling, I completely agree with you. According to eBay, the account holder has to match the account owner.

miriam@ebay

eBay Team

Admin4 years ago

Community TeamView listings

@hasjana wrote:

When paying, does the source of funds - whether PP account, credit card, bank account - have to be in the name of the eBay account holder, or can you also pay through your partner?

when selling, it seems it’s now only possible through the identical account holder (eBay / bank account), so some people can’t sell anymore if there is only one account in the partnership, because they are not the bank account holder, just an authorized user

Hello @hasjana, - that’s a good question! It should be possible without any problems to use a different payment source to pay for items, for example your partner’s PayPal account or the family credit card. With direct debit, we unfortunately had to observe that the IBANs of other members were used for fraudulent purposes.

PS: Since Patrick isn’t here today, my replies are a little delayed - however, I’ll do my best to answer all eBay questions promptly 🤗.

Best regards
Miriam

miriam@ebay

eBay Team

Admin4 years ago

Community TeamView listings

@perfect-sally wrote:

After more than 3 weeks now, I still have to log in separately when I want to view the purchase details via the article. When will this finally be fixed?

...

Hello @perfect-sally! Those are quite a lot of points you’re raising here. Since I also want to answer questions from other members in this hour, I’d ask you for a bit of patience. I’ll respond to your questions here in this thread خلال the course of the day. Thanks!

*Update*
Here is my detailed answer.

Best regards
Miriam

perfect-sally

·4 years ago

No problem if it takes a while. I just make my notes beforehand so nothing gets forgotten 😉

That’s why all the many questions at once.

miriam@ebay

eBay Team

Admin4 years ago

Community TeamView listings

@perfect-sally wrote:

After now over 3 weeks, I still have to log in separately when I want to access the purchase details via the item. When will this finally be fixed?

What is the progress on searches, especially in the model railway category?

Has the bug been fixed?

...

Hello @perfect-sally! Here’s the promised feedback. I’ll try to bring a bit of structure to it:

Extra login when opening "purchase details": We still haven’t been able to reproduce this issue, and I see hardly any further reports about it in the community. Since there can be different reasons for this, which are not always within our control (browser settings, antivirus software, etc.), it’s difficult to find a clear cause here.
What is the progress on searches, especially in the model railway category? The aftereffects of the major category changes are still keeping us busy. This is a global issue that is ongoing. Our product teams are aware of the current irregularities, and your feedback here from the eBay.de Community will be passed on so we can continue to improve the user experience.
Many users are complaining about the points. When will there finally be a solution in sight? Here too, we are in constant exchange with the respective project managers and are passing on the experiences described here. We recommend that those affected contact our customer service to have missing eBay (Plus) points credited manually. If that doesn’t work, @patrick@ebay and I can help directly when you @-mention us.
Some users are also complaining that items apparently always have to be paid for immediately even though they haven’t enabled that. I’m not aware of this problem in that form, I’ll look into it and have the latest reports from the community checked internally. Thanks for the heads-up! 🙂
Purchase details are suddenly only displayed and printed in landscape mode? I’m currently checking with our tech team; as soon as I have feedback, I’ll add it here again. *Update 4/11/2021*: A global error ticket was opened today; so far I see 1 topic about this in the community.
What about the fees that some users are shown when they edit an item and relist it? Are fees actually charged, or is the display wrong? I already replied to this in a topic "Fees for editing listings?". At the moment, NO fees are charged for revising listings. Please still make the desired changes and contact our customer service if a fee is actually charged for the edit. Usually, any fee that may be displayed is either not charged at all or is charged but automatically credited back after 2 to 3 hours.
And now something new again: the new, supposedly amazing shop design. And apparently once again totally messed up or just not mature. We can see that there are currently quite a few reactions to the changes to the shop designs. Be assured that we’re looking closely at this too and passing on the feedback.
How can it be that private sellers can still list coronavirus tests? That shouldn’t be possible. Please report it directly via the listing page - apparently you’ve come across listings here that slipped through our filters.

Thanks for all these questions and the valuable tips. It’s great to see how much eBay means to you 🤗.

Best regards
Miriam

community-team@ebay

eBay Team

OP4 years ago

Welcome 🤗

bodo99988

·4 years ago

Hello everyone,
here I am again
(by the way, I'm slowly taking it with humor now, otherwise you just can't stand it anymore)
another week has already gone by, nothing is happening!
I had already posted here in the Q&A over the past two weeks.
since last week I've had more phone calls (since 30/09 there have now been 11 phone calls) with customer service.
the answer as always: "they are working on the problem".
people, people, people (by that I mean eBay customer service / tech support)
in now 5 weeks, you can't manage to implement two missing links in an account?

at school the teacher would say:
6 minus, go home, lay down on the couch and chill, at least then you won't break anything else here!

so that you can understand what this is about,
here once again my post from 20/10.:
how can it be that with eBay customer service "you seem to be running into walls"?
since 30/09/21 I have contacted customer service 11 times by phone (always about the same problem, which is clearly eBay's fault).
each time a different employee on the phone, to whom you have to explain everything all over again.
in between I also wrote x emails to customer service.
result, absolutely nothing!
this is what service in Germany looks like !

below is the description of the "bug":

in my eBay account (business)
under:
account settings
then
seller settings
then
settings for business sellers

there the two links are missing to:
***************************************************************************
VAT exemption for eBay fees (not available for all sellers)
Display seller legal information in listings
***************************************************************************

I can't edit either my legal notice or my terms and conditions !
I ask for a prompt solution to the problem, thank you.

miriam@ebay

eBay Team

Admin4 years ago

Community TeamView listings

@bodo99988 wrote:

hello everyone,
here I am again
(by the way, I’m slowly taking it with humor, otherwise you just can’t stand it anymore)
another week has already passed, nothing is happening!
I had already posted here in the Q&A over the past two weeks.
Since last week I have made additional phone calls (since 30.09 that makes 11 phone calls now) with customer service.
As always, the answer: "they are working on the problem".
people, people, people (by that I mean eBay customer service / tech)
after now 5 weeks, you still can’t manage to implement two missing links in an account?

at school the teacher would say:
6 minus, go home, lie down on the couch and chill, at least that way you won’t break anything else here!

so that you can understand what this is about,
here again is my post from 20.10.:
how can it be that you "apparently run into walls" at eBay customer service?
since 30.09.21 I have contacted customer service by phone 11 times (always about the same problem, which is clearly eBay’s fault).
Each time a different employee on the phone, and you have to explain everything all over again.
In the meantime I also wrote x emails to customer service.
Result, absolutely nothing!
that’s what service in Germany looks like!

below is the description of the "bug":

in my eBay account (business)
under:
Account settings
then
Seller settings
then
Settings for business sellers

there are supposed to be the two links to:
***************************************************************************
VAT exemption for eBay fees (not available to all sellers)
Show seller legal information in listings
***************************************************************************

I can neither edit my legal notice nor my terms and conditions !
I ask for an immediate solution to the problem, thank you.

Hello @bodo99988! Patrick has already passed the problem on to the tech team and they are working on a solution. We can understand that you are upset.

Please understand, however, that we have no influence on how long it takes to fix this error, and that contacting us multiple times will not speed up the process.

As a workaround, you could consider opening a second business eBay account as an interim solution so you can continue selling your items. That should give you the option to store all legal information correctly. I know this option is not ideal, but perhaps my suggestion will help you bridge the time.

Best regards
Miriam

bodo99988

·4 years ago

“We understand that you are upset.

Please understand, however, that we have no influence over how long it will take to fix this error, and that contacting us multiple times will not speed up the process.”

I get exactly these kinds of responses from customer service too.

Well, where am I supposed to turn if I want to be heard?

I will contact you here every week, soooo.... for a long time, until the problem is fixed!

Others should also see and read how great the support at eBay is.

And the advice ... with the second account, that sounds more like a joke.

I can't believe it :-((

Have you ever sold on eBay as a business seller?

Probably not, otherwise you wouldn't be able to come up with such advice.

Do you even know how long it takes to get an item at eBay ranked up

to the top, and then keep it there?