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🗨 Welcome to the general eBay Q&A session on 09/03/22
Hello everyone!
Thank you very much for joining the eBay Q&A session with the eBay Community Team.
Since we don’t have a specific topic this week, please feel free to post your general buying or selling questions here. To help us answer your questions more quickly, we ask that you post one question per post. Of course, you can post as many entries in the eBay Q&A session as you like - in fact, we encourage it!
The Q&A session will remain open until 3:00 p.m. After that, it will be closed to further questions. Of course, we will continue to work on answering any questions that may still be unanswered – 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 p.m. and 3:00 p.m. 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 thus further down.
Questions that we cannot answer directly during the session will be addressed 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.
Kind regards
Your eBay Community Team
perfect-sally
·4 years agoExample: the customer buys from the Chinese seller. The seller states the item location as Bremen, Germany. The item actually comes from Bremen. Why does the customer have to pay import VAT for goods that are shipped from Germany within Germany? Is the government trying to collect twice? Because in that case, the importer would be the seller.
miriam@ebay
Hello @perfect-sally, that is correct. eBay is required to collect sales tax on goods in the following cases, which are sold through eBay to customers in the EU:
More information: Your obligations regarding sales tax in the United Kingdom and the EU
Kind regards
Miriam
passionepassato
·4 years agoHi, I have a concern regarding my delivery times.
I use Hermes shipping, whose listing with a 1-3 day shipping time is indicated on Ebay. With my three days of processing time, that should result in an earlier delivery date than my current setting. It showed March 29 to March 31. That can't be right. I had customer service sync the account for me; it takes 24 hours, but I still wanted to come here and point out the error. I just set the processing time to 1 day, and now March 22 - 26 is being displayed. So the system is calculating something incorrectly. Could you take a look? Customer service couldn't find any error. I can't either; it can't be due to the settings, everything seems to be stored correctly.
Could the extreme drop in sales be related to the fact that I look like a Chinese person 🙂 who needs weeks for delivery ??
Best regards from Hong Kong 🙂
Jeanette Zimmermann alias Jin Jan Zim
miriam@ebay
Thank you for this hint, @passionepassato! Since the account synchronization has not yet been completed, I would like to suggest that you get back to us in a new topic if the problem still persists for you after the 24 hours have elapsed.
We will be happy to take a closer look at this behavior for you then 🙂.
Kind regards
Miriam
dropi67
·4 years agoI would like to ask,
I did not receive my ordered item, and I have already received a refund for it.
The problem is that I used my 5 euro voucher for it. I have not gotten that back yet either.
Could you please help me to get my 5 euro voucher back.
Thank you very much in advance and stay healthy.
Anonymous User
·4 years agoGood to ask here! However, it still won’t help, because usually:
https://pages.ebay.de/gutscheine/powerebay/?mkcid=1&mkrid=707-53477-19255-0&siteid=77&campid=5338789599&customid=220309132622467659o464040&toolid=10001&mkevt=1
If you cancel the purchase where you used a voucher, the voucher amount cannot be refunded.
miriam@ebay
Hello @dropi67 and thank you for your question! We can well understand that you would like a new voucher issued. Unfortunately, we cannot comply with this request, as the voucher value amount has already been paid by eBay to the seller. In the event of a refund, only the actual amount you paid is returned to you. The voucher value that was initially topped up by eBay is refunded to eBay.
Our terms and conditions state that in the case of a reported issue involving an item not received, the voucher value will not be refunded and the voucher cannot be used again. The gifted voucher is a promotional voucher. It is therefore not comparable to vouchers that were purchased and paid for. You can find our terms of use for vouchers here.
Since we regularly run voucher promotions, I am quite sure that you will soon receive a voucher again 🤗.
Kind regards
Miriam
monica_nicoletti_ersatzteile
·4 years agoHello Ebay Team,
We have a few questions about item specifics.
1) Which of these are taken into account in search?
2) Why are fields like force for shock absorbers not taken into account?
3) How should custom item specifics be formatted or labeled so that they can be found?
4) Why is there an option to enter your own details for specifics if they are then not taken into account?
Maybe there is some kind of instruction manual for specifics; otherwise it makes no sense to maintain them. It is much quicker if you list 2 offers with the respective specifics
miriam@ebay
Hello @monica_nicoletti_ersatzteile! Your questions need a little more processing time and I’d like to ask you to check back here again tomorrow. By then I’ll definitely be able to answer you in more detail, after all all sellers benefit from that 🙂. You will be notified as soon as there are any updates.
In principle our category structure and item specifics are updated regularly. This means the desired items - especially on mobile devices - can be found more quickly and sellers benefit from higher sales opportunities.
You can find the more detailed answer on the topic of item specifics here.
Thank you for these questions and kind regards
Miriam
miriam@ebay
Hello @monica_nicoletti_ersatzteile! Here are our slightly more detailed answers to your questions about item specifics.
There are 3 types of item specifics on eBay: required, recommended, and others. While all item specifics are taken into account in search, they are ranked by importance, with the required item specifics being prioritized. Recommended item specifics are not required, but we see that a large number of buyers use them and therefore recommend that you add them as well. Less frequently used item specifics, such as “age suitability,” usually only apply to children's toys, for example.
In the advanced selling form, you can also see which item specifics are most important for potential buyers and how often these were selected via the filters in the last 30 days. In each section, the most frequently searched item specifics are shown at the top in a ranking.
We would need to look into this claim more closely; it could be because this field may be used less often.
Where possible, item specifics should always correspond to the value recommended by eBay, since that is how the left-hand navigation in search works. Creating custom item specifics is fine and is also useful if none of the fields recommended by eBay are relevant for that particular item. The more item specifics an item has, the better. For example, more information may be possible and necessary for car parts than for a pen.
We allow our sellers to create their own item specifics in case the eBay values do not match correctly.
In our seller portal you will find many helpful tools and features for editing item specifics. In Seller Cockpit Pro, item specifics can also be updated in bulk.
I hope this information is helpful. If you have any further questions, feel free to start a new topic in our discussion forum for business sellers or come back to our Q&A session next week! 🙂
Thanks for using eBay and best wishes
Miriam
team4it
·4 years agoHello,
Since we have been listing mainly variant items since the start of the year because of the change in the law, we have the problem that the fake items are often being bought. This has already been communicated so that you should message the buyer and ask them to send a request to cancel the purchase.
So far no problem, only more and more buyers are now complaining that they can no longer send a request to cancel the purchase at all; they get a message saying it is already too late for that.
Even though we have not yet marked the process as shipped.
This doesn’t seem to be a problem just for us, but generally. Here is an excerpt from a message from a buyer where this also didn’t work:
Good morning,
Unfortunately, the cancel purchase function no longer works on my side. "Already too late"
Is there something I need to set here, or is this problem already known?
miriam@ebay
Hello @team4it and thanks for sharing your experience with us. Could you please send me the item number so that we can investigate this behavior?
It is correct that cancellation requests should be possible as long as items have not yet been marked as shipped.
Kind regards
Miriam
team4it
·4 years agoHello,
so for these 3 item numbers I also found the messages saying that cancellation was not possible.
353927853066
154839278396
154794928383
Is there another way for the buyer to cancel the purchase? Or should I then cancel it as before at their request?
miriam@ebay
Thanks for the feedback! If more than an hour has passed since the purchase, your customer has to contact you and ask you to cancel the purchase for them.
In general, purchase cancellations can also be requested via the blue button on the help page: How buyers can cancel a purchase. If that doesn't work, you can cancel the purchases as before with the cancellation reason "Buyer asked to cancel" in Seller Hub or in My eBay under the "Sold" section 🙂.
Best regards
Miriam
community-team@ebay
Welcome 🤗
Anonymous User
·4 years agoRight away the first problem:
https://community.ebay.de/t5/Mitglieder-helfen-Mitgliedern/Preisunterschied-zwischen-Angebot-und-Warenkorb/td-p/4548506
https://www.ebay.de/itm/254931707462?hash=item3b5b1d2646:g:JtgAAOSw~gFgbRbY
No note about taxes in shipping as usual:
miriam@ebay
Hello @Anonymous and thanks for kicking off today’s Q&A session. The VAT rates are collected and remitted according to the buyers’ delivery addresses.
The Canary Islands (item location of the item you mentioned) are considered a special tax territory. This means that the delivery of goods from the EU to these territories is considered an export and the delivery of goods from these territories to the EU is considered an import. For deliveries from these territories to the EU, eBay handles the collection and remittance of VAT.
I hope this is helpful for you and everyone else reading along here 🙂.
Best regards
Miriam
Anonymous User
·4 years agoMaybe you can explain that directly in the topic to the person asking. Also, I don't find that price-transparent, and is it even allowed to show the net price in consumer offers, distortion of competition!
Because otherwise, in the other offers I at least read the note that taxes still apply!
miriam@ebay
Thanks for the tip, @Anonymous! Right after the Q&A, that's already on my to-do list for today 😉.
Kind regards
Miriam
perfect-sally
·4 years agoIs there any new information or feedback on this yet?
New shipping services for your listings from April 4, 2022
It just can’t be that eBay makes such drastic changes and sellers and buyers only end up at a disadvantage. If I can no longer offer Hermes Shop2Shop shipping on eBay because of these changes, I really have to consider dropping out of the eBay Guarantee, since the cheapest trackable shipping method is being taken away. Then I’ll have to move away from free shipping, can increase my processing time, and only need to grant a 14-day right of withdrawal. These 3 things are part of the eBay Guarantee and if even one is dropped, there’s no guarantee anymore. So the other 2 things might as well be changed too. Customers don’t find this shipping method unpleasant in these times either, but eBay probably doesn’t think that far ahead. I’m sure I won’t be the only one thinking about moving away from free shipping if eBay is canceling cheap shipping methods of all things! And I always thought eBay liked it when sellers offer free shipping. And once again sellers and customers are being slapped in the face by eBay when popular shipping methods suddenly can no longer be offered 😞
miriam@ebay
Hello @perfect-sally and thanks for bringing up this topic again. It is true that we prefer free shipping and buyers react positively to free shipping and low shipping costs. It would be a shame if your listings could no longer meet the requirements for the eBay Guarantee.
For this reason, I’m happy to pass your feedback along once again. The topic is already being handled internally due to your last post on this subject. As soon as I have a final response that I’m allowed to share with you all, I’ll update it here 🙂.
Best regards
Miriam
perfect-sally
·4 years agoWell, let's hope that by April 3/4, something gets decided internally.
decoupage-art1
·4 years agoAnd once again ... New invoice printing ...
I’m the guinea pig here - a small business owner and, because of the developers’ inability to create an invoice for small businesses, I can no longer create invoices for buyers or for my records.
I’m behind on more than 50 invoices and am getting unpleasant buyer inquiries!
According to eBay, it is not possible to switch back to the old, working invoice printing.
What’s also strange is that I contacted many small business owners, and none of them were switched!
Last year I already had the pleasure of being the guinea pig, and after 2 days the new, more than faulty invoice printing was withdrawn.
As can be read in the forum eBay News > Changes > update invoice printing, this only affects a handful of sellers who are voicing massive criticism.
If more sellers were affected, the forum would be bursting with complaints!
They’re trying to find a solution ... eBay, are you serious with that statement??
I’m a small business owner, do not show VAT, and am legally required to issue соответствing invoices for buyers and for my records/tax office.
But eBay is deliberately preventing this.
The solution would be, until those responsible have found a solution, to make the old, working invoice printing available again.
eBay should simply admit its mistakes and not dump them on the backs of its sellers.
How exactly does eBay now imagine the next steps, I would like a binding answer to that!
I do have to fulfill my obligations as a commercial seller, after all, and that is also in eBay’s interest.
miriam@ebay
Hello @decoupage-art1! I understand that you are upset because there are currently problems with invoice creation for small businesses, which mean that the invoice numbers are not being displayed properly. We are aware of the problem and, as already assured several times, a prompt solution is being worked on. Other affected members are asked to contact us via our customer service or here through the community so that we can add the usernames to the bug ticket, which can speed up processing.
Unfortunately, we cannot currently provide more details about a likely time frame for the fix. However, it is certain that in the near future all eBay accounts will be using the new invoice documents. Your feedback has been received - thank you very much for the renewed heads-up 👍.
Kind regards
Miriam