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💬 Welcome to the general eBay Q&A session on 14/05/2025 at 2:00 PM
Hello everyone and ❤️welcome to the eBay Q&A session with the eBay Community Team & the Community Support Team .
As we don’t have a specific topic this week, please feel free to ask your general buying or selling questions here, provided they are not topics already posted by other members.
To help us answer your questions faster, please choose one question per post. Of course, you can write as many posts in the eBay Q&A session as you like - we actually encourage that!
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 make sure that all questions that may still be unanswered are answered as well – please allow us some 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 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 response. This quote and the answer appear later chronologically and therefore further down.
IMPORTANT: even though we use the discussion forum format, the Q&A session is separate and on its own only for questions from individual members and not for starting a discussion - please use our discussion forum.
If you missed the eBay Q&A session, we’d be happy if you posted your question directly in the Community, or simply wait until the next Q&A session*.
steffi@ebay
Thanks to all of you for your questions and to @nina@ebay from our Community Support Team.
If there are still any unclear points that should be answered by the next eBay Q&A session, or if there wasn’t enough time for another post / reply (or we accidentally overlooked a post), then please start a new topic and tag us as follows if you need our support:
@miriam@ebay
@patrick@ebay
and @steffi@ebay also for all eBay Community-related questions
Our Community Support Team is also there for you; feel free to add us to your private friends list via your Community profile so you can see at a glance who is online.
itec-systems
·1 year agoI’m often suggested “Recommended ad rates” that are outrageously high, and I wonder how eBay comes up with these. For new Apple devices, as in my case now, no seller in the world would even remotely choose an ad rate of around 12% (+ not to mention the additional sales fee)!
If I simply search for “ Mac Mini M4” this ad appears in the top 3.
Nevertheless, eBay wants to suggest that I should set 11.7%! How does eBay come up with such figures? Are they meant to cause confusion and push sellers toward as high (inflated) rates as possible?
steffi@ebay
Hello @itec-systems, in principle eBay uses data analysis to support you in positioning and selling your items better. In addition, these recommendations are based on current market demand, search algorithm data, and competition.
Here eBay has published a guide to recommended ad rates. Of course, eBay continues to work on optimizing and explaining these rates to help you make decisions.
shirt-world
·1 year agoHello,
I am a commercial seller and currently have a case where a customer has opened a request about an item they allegedly did not receive. However, in the customer's message it says: “Wrong sizes”.
The tracking shows successful delivery, and the note about the size suggests that the item very likely arrived – the customer apparently wanted to return it instead.
I have already tried to reach the customer by eBay message, email, and phone, unfortunately without success. The deadline to respond to the request is running out soon.
I can't find an option like “eBay step in” in my seller account. “Report buyer” doesn't seem appropriate for this case.
I have had similar situations in recent years. The eBay hotline often only understands the issue after a very long explanation. Is there an easier way for cases like this?
Thank you in advance!
Best regards, Thomas!
nina@ebay
·1 year ago@shirt-world Hello Thomas. 🙂 I'd be very happy to help you with that. In principle, the option "involve eBay" only appears once the agreement phase has expired.
As soon as you have involved us for clarification, we can close the case for you on the basis of an item not received, since the delivery can be clearly verified here.
After that, of course, it is up to your buyer to open the corresponding return.
Kind regards,
Nina
mmstore74
·1 year agoHello @community-team@ebay , @steffi@ebay
I have the following question.
Since I probably want to cancel my Ebay Shop at the end of the month, I have 2-3 questions,
1.Will everything then be deleted / ended automatically by Ebay, or will it continue with the normal fees?
2.Do I have to end everything myself beforehand?
3.Would I still have access to the items/listings after canceling the shop, or would everything be gone?
Kind regards
Marc
nina@ebay
·1 year ago@mmstore74 Hey Marc. 🙂 If you cancel your shop subscription, all your listings will remain active until the listing ends or until the item is sold.
For your active fixed-price listings, the usual standard fees will apply after the shop is closed.
After you close your eBay shop, your shop settings will remain saved for 30 days. Please also note that reactivating the shop is not possible. If you decide to have a shop again at a later date, it will have to be created completely new.
You can find all further important information here.
Best regards,
Nina
vilstein
·1 year agoOur previous Account Manager informed us as part of internal restructuring that he
is no longer responsible for us and that no new contact person can currently be appointed.
At the same time, we are facing numerous operational challenges and questions for which we
urgently need support. Is there a central point of contact or a specific
contact person we can turn to in such cases? What restructuring is currently taking place?
steffi@ebay
Hello @vilstein, and thank you very much for your questions. We’d be happy to put you in touch with your new contact person, who will then discuss your questions with you personally, which is more efficient than doing so here in the Q&A thread now (it would also go beyond our scope 😉). We’re getting right on it so that you get the support you need quickly 🍀.
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Hello @vilstein, although late, I do have good news for you: the colleagues should already have contacted you again (there was unfortunately no response to previous invitations; maybe the emails landed in the spam folder) and for the start of Q3, you’re back in 😍. Good luck! 🍀
vilstein
·1 year agoA major problem at the moment is the rate of supposedly not sent on time items
as this increasingly impacts our service status. Although we usually keep to a
processing time of one business day, the first DHL scan often does not take place until several
days after pickup. Especially with freight goods, delivery within two days
is not realistic anyway. But even with our regular DHL shipments, there are
regular delays in scan events, which is treated by the system as delayed shipping.
What options does eBay offer in such cases to ensure a fair assessment,
and are any adjustments by eBay planned here?
vilstein
·1 year agoFor some time now - especially in May - we have been observing a significant decline in
visibility, traffic, as well as sales and transactions, both in our two
secondary accounts and in the main account. Despite intensive use of ad formats, it is
currently hardly possible to counteract this. Are there any current changes on eBay’s side in the
algorithm, the visibility logic, or other developments that could explain this situation?
And what specific measures can we as sellers take to actively counter this
development?
steffi@ebay
We’re ready for your questions 🙂