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🗨 Welcome to the general eBay Q&A session on 12/01/22

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eBay Team0 View listings

Posted 4 years ago · Edited 4 years ago·Last reply 4 years ago

17 comments

perfect-sally

·4 years ago

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We recently had the following case in the community: one answer was:

„After the seller has rejected the buyer’s request to cancel the purchase, the seller can no longer initiate a cancellation for "buyer has not paid".“ Is that correct, and if so, why can the seller not cancel the purchase after 4 days due to non-payment?
Buyer accepts PV, then gets in touch at some point (more than 1 hour later) and wants to cancel the purchase, the seller rejects this and then, despite non-payment, is stuck with his fees and can’t even report a non-payer?

patrick@ebay

Admin4 years ago

Community TeamView listings

@perfect-sally wrote:

We recently had the following case in the community: one answer was:

“After the seller rejected the buyer's request to cancel the purchase, the seller can no longer initiate a cancellation on the grounds of "buyer has not paid".” Is that correct, and if so why can't the seller cancel the purchase after 4 days due to non-payment?
The buyer accepts PV, then gets in touch at some point (more than 1 hour later) and wants to cancel the purchase, the seller rejects this and then, despite the non-payment, is left with the fees and can't even report a non-payer?

Hello @perfect-sally ,

I'd need to take a closer look at the case. For example, there is the option for sellers to set the preference so that if payment is not made, the purchase cancellation is carried out automatically after x days, which can also be defined yourself. If you prefer to be able to cancel it manually, the function must be deactivated. Feel free to link me to the topic.

Normally, the variable portion of the commission is refunded and can also be relisted free of charge. Or, in the case of an auction, there is also the option of selling it to the next bidder.

Best regards

Patrick

servicewelt-brenk

·4 years ago

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Hello from Karlsruhe,

As a car dealership, we order various items almost every week.
Some time ago, we went digital and now receive incoming invoices at a specific email address.
More and more often now, we do not receive an invoice for the goods from the suppliers.
When asked, all of them told us they would send it to the address stored with us. However, this does not seem to be our registered email address, but rather an email address generated by eBay (?) which is then (apparently) forwarded through an eBay mail server?
We checked on our side whether there was an error with our firewall, settings blocking eBay, etc., but nothing could be found.

Could eBay please explain the exact process to me?
Thank you very much!

patrick@ebay

Admin4 years ago

Community TeamView listings

@servicewelt-brenk wrote:

Hello from Karlsruhe,

as a car dealership, we order various items almost every week.
For some time now, we have digitized and receive incoming invoices to a specific email address.
More and more often, it now happens that we do not receive an invoice for the goods from the suppliers.
When asked, they all told us they would send it to the address stored with us. However, this does not seem to be our registered email address, but rather an email address generated by ebay (?) which is then (apparently) forwarded via an ebay mail server?
On our part, a check for whether there was an error on our firewall, settings that block ebay, etc. could not identify anything.

Could ebay please explain the exact process to me here?
Thank you very much!

Hello @servicewelt-brenk ,

I very likely won't be able to answer the question during the Q&A session. I'd be happy to look into it afterward and, depending on how long it takes, get back to you here accordingly.

Best regards

Patrick

servicewelt-brenk

·4 years ago

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Hello @patrick@ebay,

Thanks for the feedback.
It would be nice if some "light could be shed" here 🤗

Best regards ... the Service World Brenk

patrick@ebay

Admin4 years ago

Community TeamView listings

@patrick@ebay wrote:

@servicewelt-brenk wrote:

Hello from Karlsruhe,

as a car dealership we order various items almost every week.
For some time now we have digitized ourselves and receive incoming invoices at a specific email address.
More and more often it now happens that we do not receive an invoice for the goods from the suppliers.
When asked, they all told us they would send it to the address stored with us. However, this does not seem to be our registered email address, but rather an email address generated by eBay (?) which is then (apparently) forwarded via an eBay mail server?
Our own checks for whether there is an error in our firewall, settings that block eBay, etc. could not identify anything.

Could eBay please explain the exact process to me?
Thank you very much!

Hello @servicewelt-brenk ,

I very likely won't be able to answer the question during the Q&A session. I'd be happy to look into it afterward and, depending on how long it takes, get back to you here accordingly.

Best regards

Patrick

Hello @servicewelt-brenk ,

For some time now, we have only been providing our trading partners with alias EMAs, which normally does not pose an obstacle. In the case of invoices sent from, for example, a 3PP as a PDF (we naturally do not know the sellers' procedure here), there are occasional hiccups. However, in all cases checked so far, this was due to user error, because the invoices, for example, contained impermissible links. Since up to now we have no validated reports of actual errors, the only sensible thing is for the sellers concerned to contact us for clarification - customer service.

Best regards
Patrick

Anonymous User

·4 years ago

Hello

there is a > in the help

Portal for seller inquiries

https://www.ebay.de/help/selling/selling-tools/portal-fr-verkuferanfragen?id=4996

No matter where you click, you always end up back on the regular help page.

Does that make sense?

patrick@ebay

Admin4 years ago

Community TeamView listings

@Anonymous wrote:

Hello

there's a > in the help

Portal for seller inquiries

https://www.ebay.de/help/selling/selling-tools/portal-fr-verkuferanfragen?id=4996

No matter where you click there, you always end up back on the regular help page.

Does that make sense?

Hello @Anonymous ,

I’ll have to pass this on to the respective responsible teams to see whether that’s intended or whether the linking for the "buttons" was simply forgotten.

Best regards

Patrick

patrick@ebay

Admin4 years ago

Community TeamView listings

@patrick@ebay wrote:

@Anonymous wrote:

Hello

there is a > in the help

Portal for seller inquiries

https://www.ebay.de/help/selling/selling-tools/portal-fr-verkuferanfragen?id=4996

No matter where you click there, you always end up back on the normal help page.

Does that make sense?

Hello @Anonymous ,

I have to pass this on to the respective responsible teams to find out whether that is intentional or whether the linking of the "buttons" was simply forgotten.

Best regards

Patrick

Hello @Anonymous ,

here's my update on your question.
The page itself doesn't have any problems or errors; the buttons do redirect you correctly. The requirement is that you are currently an active "seller". eBay checks this activity to see whether your account is eligible as a seller or whether you are currently actively selling. If you qualify, they will redirect you accordingly.

Best regards

Patrick

Anonymous User

·4 years ago

Hello everyone,

In eBay's guidelines it says that an account is not transferable.

So why can everyone change their profile however they want (last name, first name………)

I tested it again, works great.

That wasn't possible before.

eBay even thanked me for it.

patrick@ebay

Admin4 years ago

Community TeamView listings

@Anonymous wrote:

Hello everyone,

According to eBay's guidelines, an account cannot be transferred.

So why can everyone change their profile however they want (name, first name………)

I tested it again, works great.

That wasn't possible before.

eBay even thanked me.

Hello @Anonymous ,

I’ll have to deal with this outside of the Q&A session, because it will certainly take more than 60 minutes to get an internal response or rule out an error.

Best regards

Patrick

patrick@ebay

Admin4 years ago

Community TeamView listings

@patrick@ebay wrote:

@Anonymous wrote:

Hello everyone,

the eBay guidelines state that an account is not transferable.

So why can everyone change their profile however they want (last name, first name………)

I tested that again, it works great.

That didn’t work before.

eBay even thanked me.

Hello @Anonymous ,

I’ll have to look into this outside of the Q&A session, because it will certainly take more than 60 minutes to get internal feedback on this or rule out an error.

Best regards

Patrick

Hello @Anonymous ,

Regarding marriage, you may want to adjust your name. However, transfer to another person is not permitted.

For certain verifications, it is necessary to provide the full name. So that a member can go through the verification process easily, they can add a middle name if one exists and may be needed for verification. That is why you also have the option to edit it. This saves customers from having to visit / contact customer service for this purpose.

Best regards
Patrick

team4it

·4 years ago

View listings

Hello everyone,

I have a problem, I don't know how I should proceed

As stated in the seller portal (https://verkaeuferportal.ebay.de/negative-beschaffenheitsvereinbarung), we listed our items as variant listings because of the new EU legal directive.
Now it has happened again and again that someone bought the „fake“ item.
The last time, the hotline told me that we are not allowed to simply cancel these purchases, we should write to the customer and if there is no response from the customer the next day, we should contact customerhelp@ so that they can tell us how to proceed.
I then wrote to the buyer directly on Monday after the purchase, Tuesday (yesterday) then customerhelp@ from there I didn't get any more reply except that if I want, I should call the hotline.
I did that today after no further response came. They told me that they are not authorized to cancel purchases.
How am I supposed to proceed?
Theoretically, we have to ship the goods by today, which I can't do. If I don't do that, we get a defect in the status.
If we cancel the purchase, we get a defect in the status.

It would be really great if someone could help us.

patrick@ebay

Admin4 years ago

Community TeamView listings

@team4it wrote:

Hello everyone,

I have a problem; I don’t know how I should proceed

As stated in the seller portal (https://verkaeuferportal.ebay.de/negative-beschaffenheitsvereinbarung), we have listed our items as variant listings due to the new EU legislation.
Now it has happened yet again that someone bought the “fake” item.
The last time, the hotline told me that we are not allowed to simply cancel these purchases; we should contact the customer, and if there is no response from the customer the next day, we should contact customerhelp@ so they can tell us how to proceed.
Now I wrote to the buyer directly after the purchase on Monday, and on Tuesday (yesterday) to customerhelp@; since then I haven’t received any reply, except that if I want, I should call the hotline.
I did that today after no further response came. They told me that they are not authorized to cancel purchases.
How should I proceed?
Theoretically, we have to ship the goods by today, which I cannot do. If I don’t do that, we get a defect in the status.
If we cancel the purchase, we get a defect in the status.

It would be really great if someone could help us.

Hello @team4it ,

unfortunately, I can’t give you a new answer that I already posted today in the other topic.

Best regards

Patrick

community-team@ebay

OP4 years ago

View listings

Welcome

Welcome 🤗

perfect-sally

·4 years ago

View listings

I was asked by users who can’t be here today to ask again: it’s once more about the invoice function that, apparently, is supposed to be added when printing packing slips.

Recently, a notice was visible on the eBay page pointing out once again that shipping labels or invoices will soon be discontinued.

The question was answered for me and I was told that an invoice document would then be added to the packing slips. This has not happened yet, and some users are worried about how they can print their invoices if printing shipping labels or invoices suddenly goes away. In particular, they asked whether it will then be possible again to include a consecutive invoice number on the invoices.

Could you please address this again and explain it so that the users are a little more reassured? Thanks in advance.

patrick@ebay

Admin4 years ago

Community TeamView listings

@perfect-sally wrote:

I was asked by users who can’t be here today to ask again: it’s once more about the invoicing function that apparently is to be added to the packing slips when printing.

Recently there was a notice on the eBay page pointing out once again that shipping labels or invoices will soon be removed.

My question was answered and I was told that an invoice document would then be added to the packing slips. That has not happened so far and some users are worried about how they will be able to print their invoices if printing shipping labels or invoices suddenly disappears. In particular, it was asked whether it will then again be possible to add a running invoice number to the invoices.

Could you please address this again and explain it so that users are a bit more reassured? Thanks in advance.

Hello @perfect-sally

most of it is / will still be worked out, and all the feedback has also made a lot of difference.
It will also be renamed to invoice later, etc., so the concerns are unfounded in several respects. Regarding the running invoice number, there should also be a satisfactory solution, if it doesn’t even stay the same as usual.

Best regards

Patrick