Locked
Discussion interactions are currently paused.
Welcome to the general eBay Q&A session on 04/12/2024 at 2:00 p.m.
Hello everyone and ❤️welcome to the eBay Q&A session with the eBay Community Team.
Since we don’t have a special topic this week, please feel free to ask your (general buying or selling questions please, not topics already covered by other members) questions here.
To help us answer your questions more quickly, we ask that you choose one question per post. Of course, you can write as many posts in the eBay Q&A session as you like - in fact, we’d love that!
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 are answered that may still be unanswered – please give us a little time for that, as we often have to ask other colleagues for support to get the correct answer for you.
To post 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 eBay Q&A session format 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 reply appear later chronologically and therefore further down.
IMPORTANT: even though we use the discussion forum format, the Q&A session is separate and solely for individual members' questions and not to start discussions - please feel free to use our discussion forum.
If you unfortunately missed the eBay Q&A session, we’d be happy if you asked your question directly in the Community or simply waited until the next Q&A session*.
Best regards,
Your eBay Community Team
steffi@ebay
the @community-team@ebay would like to thank you for today’s Q&A session. If any questions do come up that you’d like clarified before the next eBay Q&A session, or if you didn’t have enough time for another post / answer, please start a new topic and tag the eBay Community Team as follows:
@miriam@ebay
@patrick@ebay
and me as well for all eBay community-related questions
@steffi@ebay
Our Community Support Team is also here for you; feel free to add them to your private friends list so you can see at a glance who is online.
myeatnordic
·1 year agoHi,
@steffi@ebay
https://community.ebay.de/t5/Verkäufertools/Anzeige-des-Traffics-seit-dem-quot-Update-quot-etwas/td-p/4883371
That’s the link.
Bye, and see you.
MyEatNordic
steffi@ebay
Great! Many thanks @myeatnordic . I’ll pass this on to tech and then get back to you here.
myeatnordic
·1 year agoHi,
straight to the second part and questions about traffic.
We had ads running on ALL our articles. Traffic showed ads and organic.
How can we have more organic impressions and views when we advertised ALL articles?
Then we completely turned off the ads and the organic numbers also drop straight into the basement. It’s clear that there are no more ads, but why the organic numbers then fall so much would be good to know.
Then, at another time, we launched a discount campaign for 4 weeks. But it was only shown in traffic for 2 weeks, or at least could be clearly seen there.
To make sure this wasn’t a one-off, we ran another discount campaign for 4 weeks. And sure enough, the same thing. It’s shown in traffic for 2 weeks and not for 2 weeks.
There are always coincidences, but with the current discount campaign we have the same thing.
Info about the campaigns: It was always the entire assortment: 250-275 articles, it was always 4 weeks and it was always 10%. Only the current campaign is 15%.
Questions about this: Why does it look like Ebay is controlling the whole thing? Is there any background info on this, such as campaigns no longer being made more visible for more than 2 weeks?
Because the fact is, that’s how it is, and as a commercial seller who pays to be allowed to sell, it leaves you with a really bad feeling.
We ask for clarification on all of these points.
Bye, and see you.
MyEatNordic
miriam@ebay
Hello @myeatnordic! I can't follow your reasoning, because what you wrote does not match what we see in your eBay account.
Your performance display looks completely normal up to 1/12/2024. We assume that you removed the last items from the campaigns on 1/12/2024, because we currently don't see any more. You have many basic campaigns active, without active offers, and at this point you haven't ended any campaign.
For basic campaigns, the click can be up to 30 days old, and the impressions are behaving normally. Your organic impressions have also increased since 1/12/2024 - maybe because of the special promotion that was started? Of course, the effect isn't permanent - if you can't generate sales through the increased (organic) visibility, that can of course also cause the visibility to drop again.
You can find all the information about the respective campaigns on the help pages; you also don't pay anything if there are no clicks for basic campaigns. We won't make the exact logic and algorithms public either.
Best regards
Miriam
myeatnordic
·1 year agoHi,
it's about the following.
A few weeks ago we asked about the traffic display.
This was delayed by 24 hours, and only by switching to the time period (Today) could you see what was happening right now on the screen. But this is no longer the case. Now the time period (Today) is also delayed by 24 hours.
It would be good if this could be clarified this time, why and for what reason that is the case.
Bye, and see you.
MyEatNordic
steffi@ebay
Hello @myeatnordic, have you already opened a thread in the community about this, and if so, can you give me the link so I can forward it bundled to the colleagues in tech?
---------------------------------------------------------------------------
Hello @myeatnordic, I received the following update that this is not a bug, as we do not yet guarantee the display of total traffic in real time when selecting “today.” However, this is already being tracked.
feelgooddealssh
·1 year agoAnd another question:
A few days ago, we had the same buyer purchase 2 items from us. They were 2 separate transactions, and the buyer also paid shipping 2x. After comparing the address, we shipped the items together and refunded the excess shipping costs. However, we couldn't enter the same tracking number for both items - an error appeared saying it had already been used. Beforehand, I had specifically checked whether I had the option to combine the two purchases, but that wasn't shown anywhere as an option. The 2nd item was then marked as shipped without a tracking number. Is that how it's supposed to be, or how can you handle that in the future.
patrick@ebay
Hello @feelgooddealssh ,
once your buyer has paid for the items, there is no way to offer combined shipping afterward or to merge them into one invoice. You can only issue a partial refund then. Your buyer should have added both items to the cart and clicked request total. , this could possibly cause problems if the buyer opens a case when no tracking number is stored.
Addendum: Thanks to @petersmodellbahnstuebchen
If the buyer has already paid for shipping, you can still offer combined shipping by sending the buyer a partial refund via the Orders tab in Seller Hub Pro or My eBay - Orders and entering the respective tracking number there.
More on offering combined shipping
Save with combined shipping
Best regards
Patrick
feelgooddealssh
·1 year agoHello dear eBay team,
So far, when selling digital items, the tax was collected and remitted by eBay, and we as sellers had to issue eBay an invoice every month for these items in order to get the VAT back.
However, this has no longer been the case for about 1 or 2 weeks now. Has there been an official change regarding this that we were not informed about, or is this a technical error?
We have now created the invoices for these items ourselves and are therefore also remitting the VAT ourselves.
miriam@ebay
Hello @feelgooddealssh - could you please give me 2 specific item numbers, then we will take another detailed look at this. I am currently not aware of any change to this process, but we will check for you. Thank you!
Best regards
Miriam
feelgooddealssh
·1 year agoHello Miriam,
This was the case with the following item numbers:
28603370463 - Sold on 29.11 - to Italy
283392609234 - Sold on 28.11. - to Germany
itec-systems
·1 year agoHello,
I no longer trust Ebay at all when it comes to crediting the "Ads fee" and I wouldn’t be surprised if it’s simply always charged for promoted listings, since as the seller you can basically never tell how the buyer found the listing.
I also no longer sell any promoted items without an ads fee being charged.
So can a promoted item no longer be sold without an ads fee???
When looking through my sales, I noticed with two items that the overview says "Sold via ads" but no deduction is shown under the fees.
For one of these ads, I also sent the buyer a direct link to the listing!
miriam@ebay
Hello @itec-systems and thanks for your question, which sounds familiar to us. @steffi@ebay already answered this question for you in November; this is a halo attribution - it is also charged when you sell offsite.
This view was created by the update to halo sales, and you can find more about it here.
*edit: A little more context: The change only affects how your sales are recorded and does not result in any additional fees for selling your listing. You will continue to pay only for clicks on your campaigns with a premium strategy and your offsite campaigns. You will not be charged for clicks on unpromoted items, even if the sale was attributed to a promoted click. With this update, we want to further standardize the reporting methodology across our various advertising solutions so that you can more easily understand the effectiveness of your campaigns.
Best regards
Miriam
itec-systems
·1 year agoThanks. Unfortunately, I didn’t receive any notification about the updated post.
miriam@ebay
We're sorry about that, @itec-systems. It's best to check back from time to time when we announce that we'll follow up, because the @ mention unfortunately doesn't always work.
Best regards
Miriam
steffi@ebay
Let's go .... 🙂
perfect-sally
·1 year agoOkay, here we go....
Lately there have been more and more reports here that shipments are not being picked up from parcel lockers or from branches or elsewhere and are returned. There are also reports of refusals to accept delivery, after which the item is returned.
If purchases then have to be canceled because either the buyer no longer gets in touch at all or the buyers are not willing to pay for reshipping, sellers can basically only refund the full amount, including shipping costs. This should be changed soon to relieve sellers. Buyers are entitled to get the purchase price back, but sellers are left with these unjustly refunded shipping costs even though they are not at fault, but the buyer is. What does eBay say about this and what could be a solution?
steffi@ebay
Hello @perfect-sally, that is a very good question. Please give me a little time to answer it. As soon as I have an answer, I will post it here.
steffi@ebay
I'm back @perfect-sally - I have now escalated the issue internally and brought it to attention. The colleagues responsible will take care of the matter!🍀