💬 Welcome to the general eBay Q&A session on 04/06/2025 at 2:00 PM | eBay Q&A Session | eBay Germany

💬 Welcome to the general eBay Q&A session on 04/06/2025 at 2:00 PM | eBay Q&A Session | eBay Germany

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eBay Q&A Session

💬 Welcome to the general eBay Q&A session on 04/06/2025 at 2:00 PM

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

31 comments

murmu67

·1 year ago

Phone support at Ebay,

If I remember correctly, this was already a topic here once.

I can speak from current experience.

No matter what time / what day I called and stayed on the line until a person talked to me, it was hell. Not a single person was proficient in the German language; I give everyone a second chance if he or she doesn't understand something or get it, but if, after asking several times whether everything is clear now, a response is given that is miles away from my concern.

Here Ebay should urgently work on training its employees, what do you think about that?

Are there any internal initiatives or plans about this?

nina@ebay

·1 year ago

@murmu67 wrote:

Phone support at Ebay,

If I remember correctly, this was already a topic here once.

I can speak from a current occasion.

No matter what time / day I called and stayed on the line until a person talked to me, it was hell. Not a single person was proficient in German; I give everyone a second chance if he or she doesn't understand or grasp something, but when, after asking several times whether everything was clear now, the answer is about a topic that is miles away from my concern.

Ebay urgently needs to work on training its employees here, what do you think?

Are there any internal initiatives or plans for this?

@murmu67 I'm happy to pass that on as feedback.

Best regards,

Nina

rest-fest

·1 year ago

Hello everyone.
With more and more items, Klarna payment = Klarna invoice purchase "Pay in 30 days with Klarna" is being advertised - just like here below the price

and again in the payment selection:

But when I then want to pay, it's not possible. Only instant bank transfer is offered.

I know the conditions for Klarna invoice purchase and the restrictions.

Question: why is something advertised in the listing that is then not available?

patrick@ebay

eBay Team

Admin1 year ago

Community TeamView listings

@rest-fest wrote:

Hello everyone.
More and more items are advertising Klarna payment = Klarna invoice purchase "Pay in 30 days with Klarna" — as here below the price

and again in the payment selection:

But when I want to pay, it’s not possible. Only instant bank transfer is offered.

I know the terms for Klarna invoice purchase and the restrictions.

Question: why is something advertised in the listing that is then not available?

Hello @rest-fest ,

that’s normal, I often have that on my private account too.
The real question would be, why for 20 euros? The amount is probably too low, but I’ll try to find out more.

Best regards

Patrick

itec-systems

·1 year ago

Just got this right now. It’s about a case for item not received to Norway.

Since the label was bought through eBay and the value is under €20, seller protection should apply, right? Why does support then say the buyer will get a refund?

Thank you for reaching out to eBay Customer Service my name is Steven. I see that you've been on eBay for over 10 years! Thank you so much for your loyalty.

I understand your concern with this case 5358458655 and the delay in the package delivery. I'm glad to assist you today. In reviewing the details of the case because the item isn't showing delivered within the case time frame the buyer is eligible for a full refund. I would advise due to the tracking not being able to validate the delivery that you process a refund to the buyer and at the point you can start a claim with the carrier. This is the best way to avoid any defects. We appreciate you bringing this to our attention and reaching out today.

nina@ebay

·1 year ago

@itec-systems wrote:

Just got this recently. It's about a case for item not received after Norway.

Since the label was bought through eBay and the value is under €20, seller protection should apply, right? Why does support then say the buyer will receive a refund?

Thank you for reaching out to eBay Customer Service my name is Steven. I see that you've been on eBay for over 10 years! Thank you so much for your loyalty.

I understand your concern with this case 5358458655 and the delay in the package delivery. I'm glad to assist you today. In reviewing the details of the case because the item isn't showing delivered within the case time frame the buyer is eligible for a full refund. I would advise due to the tracking not being able to validate the delivery that you process a refund to the buyer and at the point you can start a claim with the carrier. This is the best way to avoid any defects. We appreciate you bringing this to our attention and reaching out today.

@itec-systems Hey. 🙂 The seller protection you're referring to applies to domestic shipments.

The case was opened by your buyer through the US site. Unfortunately, different principles apply there, which differ significantly from ours.

Best regards,

Nina

itec-systems

·1 year ago

If it says "seller protection: yes" when printing the shipping label and the seller is also from abroad, then it can't be that this no longer applies afterward, can it? Why is eBay suggesting false facts?

itec-systems

·1 year ago

Oh yeah, creating the label through eBay wasn’t possible again, I just remembered, so that gives you one more disadvantage 😉

nina@ebay

·1 year ago

@itec-systems wrote:

Oh right, the label couldn't be created via eBay again, I just remembered, so then you have one more disadvantage 😉

@itec-systems Seller protection only applies if the label was also verifiably purchased through eBay.

Labels for international shipments generally cannot be purchased through eBay.

Best regards,

Nina

mmstore74

·1 year ago

Hello everyone

Dear community team, my question today

Why is it not possible to pay for your purchases directly with eBay credit as well?

Kind regards
Marc

patrick@ebay

eBay Team

Admin1 year ago

Community TeamView listings

@mmstore74 wrote:
Hello everyone

Dear community team, my question today

Why is it not possible to pay for your purchases directly with eBay credit as well?

Kind regards
Marc

Hello @mmstore74 ,

because that's how it is; whether there will be any possibilities in this regard in the future, we can't say at the moment.

Best regards
Patrick

mmstore74

·1 year ago

Because it’s so funny and thanks for your reply 🤣🤣🤣

Best wishes and have a lovely day

patrick@ebay

eBay Team

Admin1 year ago

Community TeamView listings

@mmstore74 wrote:
Because that’s just how it is, funny enough, and thanks for your answer 🤣🤣🤣

Kind regards and have a nice day

Hello @mmstore74 ,

unfortunately, it can’t be answered any other way 😄
The current use case is currently only intended for shipping.

Best regards

Patrick

murmu67

·1 year ago

Dear eBay employees,

I have sold 2 items on eBay.de.

Item numbers: 197070709487 and 197092002777

I am registered in Switzerland, and my place of residence and address are also in Switzerland.

The buyer is also based in Switzerland and also has a valid address in Switzerland.

I created the total invoice for the buyer, the shipping costs were changed and sent to the buyer.

The buyer opens the invoice using the button at the top right, "Pay Now", and then came the surprise.

This invoice now additionally lists VAT, which is not permitted in a sale within Switzerland, because neither I nor the buyer have a business and are therefore not subject to VAT.

I sell my items worldwide, listed on eBay.de, because eBay.ch is far down in the rankings.

In my view, this is a major programming error that absolutely needs to be fixed.

The answers coming from eBay are not acceptable, and links are constantly being referred to:

http:// Guide - rules for VAT-liable suppliers in Switzerland

https://www.estv.admin.ch/estv/de/home/mehrwertsteuer/mwst-fachinformationen/mwst-webbasierte-publik... - 1379458200

In this guide, it clearly concerns supplies to Switzerland and Liechtenstein and not the sale of items within Switzerland. Sales within the country are binding with the declared prices; eBay cannot simply charge VAT again to a Swiss buyer, that is not permitted.

The goods are already in Switzerland, are being shipped within Switzerland, and have already been settled for customs and VAT purposes.

Has anyone at eBay ever looked into this and read these guides carefully?

The following eBay link also does not apply, because the buyer is miles away from the national border.

https://www.ebay.de/help/buying/paying-items/steuern-auf-ebayverkufe-zahlen?id=4771&srsltid=AfmB...

If a Swiss buyer now buys an item, eBay.de now charges VAT — why, and for what reason? The item remains within Switzerland and will never cross the national border.

Even on total invoices that I issue, e.g. when shipping costs need to be adjusted, VAT is then charged to the buyer when clicking the "Pay Now" button.

In my view, this is a major programming error that absolutely needs to be fixed.

For this topic, I would like to receive a well-founded and comprehensible answer.

Trying to reach eBay.ch in Bern by phone (031 ....) is not possible because this connection is not serviced.

nina@ebay

·1 year ago

@murmu67 wrote:

Dear eBay staff,

I sold 2 items on eBay.de.

Item numbers: 197070709487 and 197092002777

I am registered in Switzerland, and my place of residence and address are also in Switzerland.

The buyer is also based in Switzerland and also has a valid address in Switzerland.

I created the total invoice for the buyer, the shipping costs were changed and sent to the buyer.

The buyer opens the invoice using the button at the top right, "Pay Now," and then comes the surprise.

This invoice now additionally lists sales tax, which is not allowed for a sale within Switzerland, because neither I nor the buyer have a business and are therefore not liable for sales tax.

I sell my items worldwide, listed on eBay.de, because eBay.ch is far down in the rankings.

In my view, this is a major programming error that absolutely needs to be fixed.

The responses that come from eBay are not acceptable, and there are always references to entirely irrelevant links:

http:// Guide - rules for VAT-liable suppliers in Switzerland

https://www.estv.admin.ch/estv/de/home/mehrwertsteuer/mwst-fachinformationen/mwst-webbasierte-publik... - 1379458200

In this guide, it is clearly about supplies into Switzerland and Liechtenstein and not about selling items within Switzerland. Sales within the country are binding at the prices stated; eBay surely cannot charge sales tax again from a Swiss buyer, that is not permissible.

The goods are already in Switzerland, are shipped within Switzerland, and have already been settled for customs and sales tax purposes.

Has anyone at eBay ever dealt with this and read these guides carefully?

The following link from eBay also does not apply, because the buyer is miles away from the national border.

https://www.ebay.de/help/buying/paying-items/steuern-auf-ebayverkufe-zahlen?id=4771&srsltid=AfmB...

If a Swiss buyer now buys an item, eBay.de now charges sales tax - why and for what reason? The item remains within Switzerland and will never cross the national border.

Even on total invoices that I issue, for example when shipping costs need to be adjusted, the buyer is then charged sales tax when clicking the "Pay Now" button.

In my view, this is a major programming error that absolutely needs to be fixed.

I would like to receive a sound and comprehensible answer on this topic.

Trying to reach eBay.ch in Bern by phone (031 ....) is not possible because this line is not answered.

@murmu67 Hello and thanks for your question. 🙂

Since January 1, 2025, eBay has been required to collect and remit value added tax (VAT) on goods imported into Switzerland, Liechtenstein, and Büsingen, as well as on domestic transactions in Switzerland, Liechtenstein, and Büsingen.

If eBay collects the VAT, the full value of the order including shipping costs and other fees is used.

Best regards,

Nina

murmu67

·1 year ago

Hello @nina@ebay ,

That is exactly the answer I expected.

I assume that you have read the links that were available to you for this answer.

It may be that something was overlooked while reading:

This concerns goods deliveries from dealers to Switzerland and Liechtenstein, as well as goods deliveries within Switzerland.

Since 28/01/2025, Switzerland’s partially revised VAT law has been in force. Here is the excerpt:

Excerpt from the revised VAT law 28.01.2025

Partial revision of the VAT Act - platform taxation
A platform is not considered a supplier if it meets one or more of the following
conditions:
a. It is neither directly nor indirectly involved in the ordering process; (meets eBay)
b. It does not generate any revenue directly related to the business;(meets eBay, transaction fees)
c. It only handles payment processing in connection with the order; (meets eBay)
c. It only provides space for ads (without an immediate purchase being possible); (meets eBay)
d. It only provides advertising services; (meets eBay)
e. It merely redirects or forwards buyers to other electronic platforms (where goods are offered for
sale without further intervention in the delivery). (meets eBay , shop pages)
(Art. 20a para. 2 revMWSTG

And here’s the kicker:

Partial revision of the VAT Act - platform taxation
• Mandatory VAT liability for platforms
• at least CHF 100,000 per year in Switzerland and abroad from services that are not exempt from VAT under Art. 21 para. 2 VAT Act
from VAT are exempt and
• registered office in Switzerland or
• service in Switzerland
• place of supply in Switzerland or
• at least CHF 100,000 with low-value consignments imported into Switzerland (mail-order rule)
• Foreign platforms are registered with the FTA, even if they also have customers in the Principality of Liechtenstein.

A simple example:

You buy a bar of chocolate in a supermarket.

Listed price 2€.

How much do you pay at the checkout?

2€ or 2€ ( + 7% VAT rate on food ) = 2.14€ ?

Listed prices are binding, the only exception is if the price is clearly declared as a "net price". That is also stated in Swiss VAT law!

If that is the case, VAT is added on top.

At eBay, I have never seen anything there declared as "net prices".

nina@ebay

·1 year ago

@murmu67 wrote:

Hello @nina@ebay ,

This is exactly the answer I was expecting.

I assume that you have read these links that were available to you for this answer.

It may be that something was overlooked while reading:

It concerns goods deliveries from merchants to Switzerland and Liechtenstein, as well as goods deliveries within Switzerland.

Since 28/01/2025, the partially revised Swiss Value Added Tax Act has been in force. Here is the excerpt:

Excerpt from the revised VAT Act 28.01.2025

Partial revision of the VAT Act - platform taxation
A platform is not considered the supplier of a service if it meets one or more of the following
conditions:
a. It is neither directly nor indirectly involved in the ordering process; (meets eBay)
b. It does not generate any revenue directly related to the business;(meets eBay, transaction fees)
c. It only handles payment processing in connection with the order; (meets eBay)
c. It only provides space for listings (without a purchase being able to be made at the same time); (meets eBay)
d. It only provides advertising services; (meets eBay)
e. It merely redirects or forwards buyers to other electronic platforms (where goods are offered for
sale without further intervention in the delivery). (meets eBay, shop pages)
(Art. 20a para. 2 revVAT Act

And now comes the kicker:

Partial revision of the VAT Act - platform taxation
• Mandatory VAT liability for platforms
• at least CHF 100,000 per year in Switzerland and abroad from services that are not exempt from VAT under Art. 21 para. 2 VAT Act
from VAT are exempt and
• registered office in Switzerland or
• service in Switzerland
• place of delivery in Switzerland or
• at least CHF 100,000 with small consignments imported into Switzerland (mail-order rule)
• Foreign platforms are registered with the FTA, even if they also have customers in the Principality of Liechtenstein.

A simple example:

You buy a chocolate bar in the supermarket.

Displayed price 2€.

How much do you pay at the checkout?

2€ or 2€ ( + 7% VAT rate on food ) = 2.14€ ?

Displayed prices are binding; the only exception is if the price is clearly declared as a "net price". That is also stated in the Swiss VAT law!

If this is the case, VAT is added on top.

On eBay, I have never seen "net prices" declared there.

@murmu67 Thank you for your feedback. I’d be happy to pass this along to our specialist department and will get back to you as soon as I have a response.

Kind regards,

Nina

murmu67

·1 year ago

@nina@ebay

Many thanks for passing this problem on, and I’m curious to see the answer.

nina@ebay

·1 year ago

@murmu67 wrote:

Hello @nina@ebay ,

This is exactly the answer I expected.

I assume that you have read these links that are available to you for this answer.

It may be that something was overlooked while reading:

It concerns deliveries of goods from merchants to Switzerland and Liechtenstein, as well as deliveries of goods within Switzerland.

Since 28.01.2025, the partially revised Swiss VAT Act has been in force. Here is the excerpt:

Excerpt from the revised VAT Act 28.01.2025

Partial revision of the VAT Act - platform taxation
A platform is not considered the supplier if it meets one or more of the following
conditions:
a. It is neither directly nor indirectly involved in the ordering process; (fulfilled by Ebay)
b. It does not generate any revenue directly related to the business;(fulfilled by Ebay, transaction fees)
c. It only handles payment processing in connection with the order; (fulfilled by Ebay)
c. It only provides space for ads (without an immediate purchase being possible); (fulfilled by Ebay)
d. It only provides advertising services; (fulfilled by Ebay)
e. It only directs or forwards buyers to other electronic platforms (where goods are offered for
sale without further intervention in the delivery). (fulfilled by Ebay , shop pages)
(Art. 20a para. 2 revMWSTG

And now for the kicker:

Partial revision of the VAT Act - platform taxation
• Mandatory VAT liability for platforms
• at least CHF 100,000 per year in Switzerland and abroad from services that are not exempt from VAT under Art. 21 para. 2 MWSTG
from VAT are exempt and
• registered office in Switzerland or
• service in Switzerland
• place of delivery in Switzerland or
• at least CHF 100,000 from small shipments imported into Switzerland (mail-order rule)
• Foreign platforms are registered with the FTA, even if they also have customers in the Principality of Liechtenstein.

A simple example:

You buy a chocolate bar in the supermarket.

Listed price 2€.

How much do you pay at the checkout?

2€ or 2€ ( + 7% VAT rate on food ) = 2.14€ ?

Listed prices are binding, the only exception is if the price is clearly declared as a "net price". It says so in Switzerland's VAT law too!

If that is the case, VAT is added on top.

I have never seen on Ebay that "net prices" are declared there.

@murmu67 Here’s a small update for now: it’s being examined internally once again in more detail. Please be patient a little longer.

Kind regards,

Nina

itec-systems

·1 year ago

Hello,

I keep wondering where you can see who redeemed a 10% voucher on which item. I'm completely missing an overview here of how many buyers have used it with me.

I know, for example, that the voucher was used for order 11-13158-84910, but it's not shown to me anywhere, right?

patrick@ebay

eBay Team

Admin1 year ago

Community TeamView listings

@itec-systems wrote:

Hello,

I keep wondering where you can see which item had a 10% voucher redeemed on it. I completely lack an overview of how many buyers use this with me.

I know, for example, that the voucher was used with order 11-13158-84910, but that is not shown to me anywhere, right?

Hello @itec-systems ,

Short and sweet, unfortunately that is not visible to you or to sellers in general.
We have already answered that question once.

Best regards

Patrick

itec-systems

·1 year ago

All sorts of statistics are thrown at the VK, but not something important like this? I also have to bear the costs when redeeming, don’t I?

patrick@ebay

eBay Team

Admin1 year ago

Community TeamView listings

@itec-systems wrote:

All kinds of statistics are thrown at the seller, but not something important like this? I also have to bear the costs when it’s redeemed, right?

Hello @itec-systems ,

if eBay, for example, grants the buyer a 10% discount, that has no effect on you as the seller.
You still receive your sales amount. eBay has never shown something like this before, whether a buyer has redeemed a discount or points, because in that sense it’s not relevant.

Best regards

Patrick

itec-systems

·1 year ago

Am I completely mistaken now, or doesn’t it always say with all the voucher promotions to which you’re invited by Ebay that the seller has to bear the costs for redeeming them, amounting to 10% or max. €50?

That’s what I always assumed, anyway.

patrick@ebay

eBay Team

Admin1 year ago

Community TeamView listings

@itec-systems wrote:

Am I totally mistaken, or doesn’t it always say in all those voucher promotions that you’re invited to by eBay that the seller has to cover the redemption costs of 10% or max. €50?

That’s what I always assumed, anyway.

Hello @itec-systems ,

you’ve been with eBay for quite a while now. If eBay runs such promotions, you as the seller don’t have to pay for them. That’s why it’s never disclosed whether points or an eBay voucher were redeemed. You still receive the sale amount, just as you listed the item.

Best regards

Patrick

itec-systems

·1 year ago

WhatsApp Image 2025-06-04 at 14.51.53_9e987c85.jpg

So for me, this reads as if, as the seller, I also have to pay for the voucher redemption. How else is that supposed to be understood?

patrick@ebay

eBay Team

Admin1 year ago

Community TeamView listings

Welcome to today's Q&A session!