💬 Welcome to the general eBay Q&A on 10/08/22 at 2:00 PM

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community-team@ebay eBay Team

eBay Team0 View listings

Posted 4 years ago·Last reply 4 years ago

26 comments

rest-fest

·4 years ago

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Last question:
In the service statistics, the number of items not received / not as described is compared using a so-called peer group. How is the peer group determined, how can I view its members, and isn't that rather opaque?

patrick@ebay

Admin4 years ago

Community TeamView listings

@rest-fest wrote:
and the 4th question:
If cases are closed in favor of the seller because of items not received from ebay, why are these not also removed from the service statistics

@rest-fest wrote:

Last question:
In the service statistics, the number of items not received / not as described is compared using a so-called peer group. How is the peer group determined, how can I see its members, and isn't that pretty opaque?

Hello @rest-fest ,

I’ll just combine the two questions in one answer. Regarding service status, there are differences; some factors are weighted more or less heavily, while others in turn drop out of the status again after a certain time. In such cases, defects that are unjustified can of course be removed. Right, your question is more about why this doesn’t just happen automatically. Unfortunately I can’t really answer that for you; most of the time, or often, it can be observed that it happens with other cases, and eBay has to be brought in afterward.

The peer group is a benchmark used to compare the seller’s statistics (you) with similar sellers. It is also recalculated every month. For various reasons, or presumably because one does not want others to see how I perform as a seller or what my customers do, or who they are, it is naturally difficult to show with whom or what the comparison is made, at least not “by name”

Best regards

Patrick

rest-fest

·4 years ago

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and the 4th question:
If cases are closed in the seller's favor because items were not received from eBay, why are these not also removed from the service statistics?

rest-fest

·4 years ago

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And the 3rd question:

Is eBay introducing an increased commission for accounts with a high number of items, retroactively counted from 1/9, for item not as described or “not received,” as described? Buyers often report items as not as described to avoid return shipping costs. An example (this was a very long time ago): I sell used paperback novels and list them as “dirty.” After reading the booklets, a return request comes in for item not as described. The reason given was that the booklets were better and not dirty enough as described.
How does eBay set the criteria here?

patrick@ebay

Admin4 years ago

Community TeamView listings

@rest-fest wrote:

and the 3rd question:

Ebay introduces an increased commission for accounts with a high number of items not as described or “not received,” retroactively counted from 1/9, is that right? Buyers often report items as not as described to avoid return shipping costs. An example (this was a very long time ago): I sell used paperback novels and state “dirty.” After reading the books, the return request comes in for item not as described. Reason: the books were better and not sufficiently dirty as described.
How does ebay set the criteria here?

Hello @rest-fest ,

there is no blanket answer / decision for that. The colleagues review such cases on a case-by-case basis to determine whether the buyer's reason is actually justified and must be substantiated. So far, at least, I haven't come across a case where this was actually used for a return in exactly that way. In any case, such cases are always reviewed, which is why the decisions, and also the deadlines, take too long for some people. Such patterns of behavior by buyers are also reprimanded sooner or later if they occur too often or are unjustified.

Best regards

Patrick

rest-fest

·4 years ago

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and the 2nd question:

eBay announced in April 22(?) that when submitting price proposals, a payment method must be specified in advance by the buyer in order to avoid “non-paying cases.” The payment method provided would then be automatically charged by eBay once the seller accepts the price proposal.

Why doesn't that work? On my main account I once again have an unpaid PP, whose payment deadline is expiring.

patrick@ebay

Admin4 years ago

Community TeamView listings

@rest-fest wrote:

and the 2nd question:

Ebay had announced for April 22(?) that when submitting price suggestions, a payment method must be specified in advance by the buyer in order to avoid “non-paying cases.” The payment method provided would then be automatically charged by ebay after the seller accepts the price suggestion.

Why doesn't that work? On my main account I once again have an unpaid PV, whose payment deadline is expiring.

Hello @rest-fest ,

that would be something for after the Q&A, you're right, actually the payment method should already be specified when submitting. Don't worry, I'll find your main account too 😉
As I said, I'd take a look at it later / in the next few days in peace, I obviously don't have the time for that right now. No bug is known at the moment that could be the cause of this.

Best regards

Patrick

rest-fest

·4 years ago

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Hello everyone.
My first question:

Are Hermes parcels no longer being tracked on eBay since 8/8/2022? (noticed on several accounts)
Even though some were delivered since yesterday, eBay only shows “tracking number provided”. The entire tracking history is missing and can only be found on the myHermes page.
Does this have any impact on any metrics?

patrick@ebay

Admin4 years ago

Community TeamView listings

@rest-fest wrote:

Hello everyone.
My 1st question:

Are Hermes packages no longer tracked on eBay since 8/8/2022? (noticed on several accounts)
Even though some have been delivered since yesterday, eBay only shows “tracking number provided.” The entire shipment tracking is missing and can only be found on the myHermes page.
Does this have any impact on certain metrics?

Hello @rest-fest ,

The error is actually not an error; the problem is that the Hermes order number is entered instead of the tracking number, so the tracking does not update. In a sense, a user error and not a technical problem. Sellers can correct it in the order at any time by updating the tracking number.

Best regards

Patrick

rest-fest

·4 years ago

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@patrick@ebay
That is not correct in my case.
I have stored the shipment number each time. It is also tracked correctly by Hermes and up to and including Saturday it was no problem. Since Monday it has no longer been updated
Example:
Item number: 155107843925
Shipment number provided and stored: 0521911600XXXX
associated order number: 5222202XXXX
(XXXX for data protection!)

Please check again.

patrick@ebay

Admin4 years ago

Community TeamView listings

@rest-fest wrote:

@patrick@ebay
That’s not correct in my case.
I have stored the shipment number for each one. It is also being tracked correctly by Hermes, and up to and including Saturday there was no problem. Since Monday it has no longer been updated
Example:
Item number: 155107843925
Shipment number provided and stored: 0521911600XXXX
associated order number: 5222202XXXX
(XXXX because of data protection!)

Please check again.

Hello @rest-fest ,

all right, I’ll take a closer look at that then, and we’re in good contact with the shipping team. I was generally assuming various other reports where exactly that was the cause.

Best regards

Patrick

digilink24_shop

·4 years ago

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Is it possible to use the Tools multi-discount in other countries (marketplace)?

patrick@ebay

Admin4 years ago

Community TeamView listings

@digilink24_shop wrote:

Is it possible to use the Tools Multi-Discount in other countries (marketplace)?

Hello @digilink24_shop ,

forgive me, your question completely slipped through the cracks and I overlooked it. It is also available internationally; the only important thing is that it is created on the respective website. e.g. for US = ebay.com or for UK then ebay.co.uk, etc.

Best regards

Patrick

petersmodellbahnstuebchen

·4 years ago

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Hello dear all,

my question is about combining coupons with sales promotions.

Can both be combined, e.g. 5% discount from a sales promotion and 10% discount from a coupon?

According to the coupon terms of use, these are not applicable to auctions and offers. Unfortunately, there is nothing here about sales promotions.

That would unfortunately lead to trouble with the customer during the sale, because then you could no longer refer to the terms of use, especially if the coupon is shown on items from sales promotions.

Best regards

Peter

patrick@ebay

Admin4 years ago

Community TeamView listings

@petersmodellbahnstuebchen wrote:

Hi dear all,

My question is about combining vouchers with sales promotions.

Can both be combined, e.g. 5% discount from a sale promotion and 10% discount from a voucher?

According to the voucher terms of use, they are not applicable to auctions and price suggestions. Unfortunately, nothing is said here about sales promotions.

That would unfortunately lead to trouble with the customer during the sale, since you could then no longer point to the terms of use, especially if the voucher is shown on items from sales promotions.

Kind regards

Peter

Hello @petersmodellbahnstuebchen ,

depending on what kind of promotions they are and what conditions they have. If it is not excluded or specified, nothing should stand in the way. You probably just don't have a suitable example right now. In principle, only 1 x code (voucher) + points can be redeemed.
2 vouchers at the same time is not an option.

Best regards

Patrick

petersmodellbahnstuebchen

·4 years ago · Edited

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Hello Patrick,

as an example I can give you eBay item number 155048203698.

The price is reduced by 11% as part of the sales promotion. At the same time, the currently valid €10.00 voucher is shown in the item for purchases over €100.00 worth of goods.

Is the voucher then applied when the customer buys several items with a total value of more than €100.00?

Kind regards

Peter

patrick@ebay

Admin4 years ago · Edited

Community TeamView listings

@petersmodellbahnstuebchen wrote:

Hello Patrick,

as an example, I can give you eBay item number 155048203698.

The price is reduced by 11% as part of the sales promotion. At the same time, the currently valid voucher for €10.00 is shown in the item for purchases over €100.00 worth of goods.

Will the voucher now be applied when the customer buys several items with a total value of more than €100.00?

Kind regards

Peter

Hello @petersmodellbahnstuebchen ,

that can be tested, can't it 😁

of course, points would still be possible now.

Best regards
Patrick

patrick@ebay

Admin4 years ago · Edited

Community TeamView listings

Thanks so much for your questions ❤️. If anything is still unclear or new questions about eBay come up that you’d like to clarify before the next eBay Q&A session, please start a thread and tag the eBay Community Team like this:

@patrick@

@miriam@

and me for all eBay Community-related questions 😘

@steffi@@

Of course, you can also send me questions about your community account or the community itself via a @steffi@ebay

I’ll still answer the remaining questions that haven’t received an answer here.

Best regards

Patrick

Anonymous User

·4 years ago

Hello @community-team@ebay

Why is there actually no free-text field for the "Report" link?

There are many things that one would have to / could report, but

some things can't be specified at all.

If I see something like this from a Chinese seller, it really gets me worked up >

patrick@ebay

Admin4 years ago

Community TeamView listings

@Anonymous wrote:

Hello @community-team@ebay

Why is there actually no free-text field for the “Report” link?

There are so many things that one would have to / could report but

simply cannot be indicated at all.

When I see something like this from a Chinese dealer, I really lose my temper >

Hello @Anonymous ,

We’d be happy to pass something like this on; there will probably be reasons why a free-text field isn’t desired. But maybe additional "reasons" can also be added that are currently or over time simply missing, but come up more and more every day.

Best regards

Patrick

Anonymous User

·4 years ago

@patrick@ebay

Thanks for the effort.

I already know why a free-text field isn’t desired.

That makes work because someone would have to take care of it.

That couldn’t be handled automatically.

But it would be necessary!

patrick@ebay

Admin4 years ago

Community TeamView listings

Welcome to today’s Q&A session, with just me alone 😉

Best regards

Patrick

perfect-sally

·4 years ago

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On 09/08/2022 Requested the SMS code four or five times and nothing arrived for ages. Then the message came: „Unfortunately, the code cannot be sent an unlimited number of times“. After this message, 4 of the codes eventually arrived! How can it be that sellers have to wait forever to be able to log in? What is not working again?

patrick@ebay

Admin4 years ago

Community TeamView listings

@perfect-sally wrote:

On 09/08/2022 Requested the SMS code four or five times and nothing came for ages. Then the message came: „Unfortunately, the code cannot be sent unlimited times“. After that message, 4 of the codes eventually arrived! How can it be that sellers have to wait forever just to be able to log in? What is not working again?

Hello @perfect-sally ,

I’d have to ask whether there were problems yesterday. Of course, many things can be to blame here, sender, provider, routing, recipient, etc. This limit does exist, of course annoying if they don’t arrive or arrive late. How long did you have to wait?

Best regards

Patrick

perfect-sally

·4 years ago

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I didn't keep staring at the clock forever, but it must have been about 10 min. The codes did sometimes arrive late now and then, but since then it was max. 2 minutes. And after all, the countdown keeps ticking down when the codes were requested, and then request them again and again and again.... that's annoying.

patrick@ebay

Admin4 years ago

Community TeamView listings

@perfect-sally wrote:

I haven't really kept my eye on the clock, but it was probably about 10 minutes. The codes did occasionally arrive late, but since then it has been at most 2 minutes. And in the end, the countdown also runs down when the codes have been requested, and then you request them again and again and again....that's annoying.

Hello @perfect-sally ,

thanks, I'll take a look at it outside the Q&A session and possibly update it if there's anything to add.

Best regards

Patrick