🗨 Welcome to the general eBay Q&A session on 17/11/21

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Hello everyone!

Thank you very much for taking part in 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.

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To ask 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 format of the eBay Q&A session 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 answer appear later chronologically and thus further down.

Questions that we cannot answer directly during the session will be handled by us with a link to the answer.

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community-team@ebay eBay Team

eBay Team0 View listings

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

17 comments

christinzart-0

·4 years ago

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Hello, for 2 months now I haven't been able to pay with Sepa! I can't get any further with other payment methods. Sepa was fine the whole time. Why doesn't it work anymore?

patrick@ebay

Admin4 years ago

Community TeamView listings

@christinzart-0 wrote:

Hello, I haven’t been able to pay with SEPA for 2 months! Other payment methods don’t get me any further. SEPA was fine all along. Why doesn’t it work anymore?

Hello @christinzart-0

at the moment, payment via SEPA direct debit is still temporarily suspended. It has not been discontinued; rather, a solution is being worked on & checked so it can be introduced again without complications.

Payments can still be made with PayPal, credit or debit card, Klarna Sofortüberweisung, and Google Pay, or for mobile purchases, also Apple Pay.

Best regards
Patrick

community-team@ebay

OP4 years ago

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Welcome 🤗

perfect-sally

·4 years ago

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Hello team,

I’ve gathered quite a few questions again, which you please answer step by step:

Printing item details for purchase still only comes out in landscape format even though the printer is set to portrait. No changes possible while the “print window” is open. What’s the issue?

And I still have to log in again when I open the item details via the article! When will this finally be fixed after more than 5 weeks?

Advanced editing of the article: icons, e.g. colors, font size, are not displayed, only empty squares. Happens from time to time in Firefox. Known issue?

Why does the security measure keep coming up again and again when I open other articles or want to browse in another user account?

Why in the community do you often not see that other members have already replied? This leads to unnecessary duplicate answers being given multiple times.

Why aren’t sellers actually allowed to see how the buyers paid? In my opinion, a seller has the right to know that.

If items that violate policies are reported and are worthy of deletion. Who handles that? Is it done by an employee or a bot?

Saturday 13.11. and Sunday 14.11. once again creating DHL shipping labels is not working (maybe still not, I haven’t created any DHL labels since then) Is a fault known?

Unfortunately, there has been no response to this question so far:

Basic question about international shipping with DHL (also of personal interest to me)

you keep reading here that you should not or may not send to certain countries via DHL because ebay does not accept the tracking number or cannot track it until delivery.

It is repeatedly recommended here to ship via UPS or FedEx to be on the safe side.

How exactly does that work?

Well great, the numbering failed again 😞

perfect-sally

·4 years ago

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And one more thing:

The window for activating Seller Cockpit Pro keeps popping up all the time (personal account) and can’t be dismissed with the buttons – neither with “Not now” nor with “Get started now” or “Don’t show again”. I can only get to my watchlist by taking a detour. Cache cleared regularly and cookies deleted as well. What’s going on?

karalalz2

·4 years ago

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@perfect-sally wrote:
And one more thing:

The window for activating the Seller Cockpit Pro keeps opening all the time (private account) and can’t be dismissed with the buttons – neither with “Not now” nor with “Get started now” or “Don’t show again”. I can only get to my watchlist by going the long way around. Cleared cache regularly and deleted cookies as well. What’s going on?

Don’t worry about it, it’s the same for me, I don’t sell anything at all ;-)

miriam@ebay

Admin4 years ago

Community TeamView listings

@perfect-sally wrote:

And one more thing:

The window for activating Verkäufer Cockpit Pro keeps opening all the time (private account) and can’t be dismissed with the buttons — neither with “Not now” nor with “Get started now” or “don’t show again”. I can only get to my watchlist by roundabout means. I regularly cleared the cache and deleted cookies as well. What’s going on?

Hello @perfect-sally! Since I can reproduce the behavior described, I will inform our tech team about it. If I can share any further information with you all, I’ll get back to you. Thanks for the heads-up!

Kind regards
Miriam

steffi@ebay

Admin4 years ago

Community TeamView listings

@perfect-sally wrote:

Hello team,

I’ve gathered a whole bunch of questions again, which you’d please answer step by step:

...

Hello @perfect-sally , I’d like to follow up on this question:

Why do you often not see in the community that other members have already replied? This means unnecessary duplicate answers are given multiple times.

Do you mean that the update is delayed and replies from other members aren’t shown at all yet?

Thanks.

perfect-sally

·4 years ago

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Yeah, I keep reloading the browser before I want to reply and don’t see that someone has already answered the question. Only after the reply has been sent do I see that there are already one or 2-3 replies. I think symbolias mentioned this problem in the community recently too, but not since then.

steffi@ebay

Admin4 years ago

Community TeamView listings

@perfect-sally wrote:

Yeah, I keep reloading the browser before I want to reply and don’t see that someone has already answered the question. Only after the reply has been posted do I see that there are already one or 2-3 replies. I think symbolias had mentioned this problem in the community recently too, but not since then.

Thank you very much @perfect-sally - I’ll open a ticket with Khoros about this - I’ve also noticed that there’s sometimes a delay, e.g. when I open the Q&A session on time at 2 p.m. for questions and the green lock is still shown for at least another 10 minutes! (I already opened a ticket about this once, but after a fix it was better for a short time!)

karalalz2

·4 years ago

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Yes, it’s the same for me. I can only tell which replies were sent before mine by the number of posts. Displayed above my submitted one... not a chance!

steffi@ebay

Admin4 years ago

Community TeamView listings

@karalalz wrote:

Yes, it’s exactly the same for me. I can only recognize replies that were posted before mine by the number of posts. Displayed above my sent... no chance!

Thanks a lot @karalalz - I’ll definitely include it in the ticket that several members are affected and that it affects the entire community! 👍

karalalz2

·4 years ago

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I’d generally be interested in how the new sellers are being informed about the new payment processing?

So many have no idea about buyer protection, withholding funds, shipment tracking, and the amount of the fees...not exactly fair at contract signing!

patrick@ebay

Admin4 years ago

Community TeamView listings

@karalalz wrote:

I’d generally be interested in how new sellers are informed about the new payment processing?

So many have no idea about buyer protection, withholding of funds, shipment tracking, and the amount of the fees... not exactly fair when signing the contract!

Hello @karalalz ,

eBay provides quite a bit of material on this kind of info with the help of the seller portal and serves as the recommended place to start. There are also notes under "My eBay > Selling" that, for example, point out the fees directly. As a seller, everyone should familiarize themselves with the rights & obligations in advance to make sure there are no surprises.

Best regards
Patrick

miriam@ebay

Admin4 years ago

Community TeamView listings

@perfect-sally wrote:

Hello team,

I’ve collected another whole bunch of questions, and you’d better answer them step by step please:
[...]

Hello @perfect-sally - I was already expecting your questions and I’m happy to answer them as far as I’m able to 🤗.

Printing the purchase details still only comes out in landscape even though the printer is set to portrait. No change possible while the “print window” is open. What’s the issue?
As the Community Team, we don’t know the exact cause. But we can assure you that work is being done to fix the error as quickly as possible. Technical problems are complex, even if they seem easy to solve on the surface.
And I still have to log in again when I open the purchase details via the item! When will this finally be fixed after more than 5 weeks?
My colleague from tech would like to know whether this only happens to you on the desktop or also via the eBay app? If only on desktop, we’d be interested in whether this only happens on certain days for you. Maybe you can give us some feedback on that? 😉
Advanced editing of the item: symbols, e.g. colors and font size, are not displayed, only empty squares. Happens occasionally in Firefox. Known issue? At the moment I can’t see any error ticket for this behavior - since when has the problem existed, and does it still happen for you after refreshing the page again? Which browser version is being used?
Why does the security measure keep coming up again and again when I open other items or want to browse in another user account? This would need to be looked at in your specific case; the measure is for your own security.
Why aren’t sellers actually allowed to see how the buyers paid? I think a seller has the right to know that. Thanks for your opinion on this - it shouldn’t make any difference to sellers which payment method is used. Payouts always go through us to the bank account and are traceable. This is a global decision.
If items that violate policies are reported and are worthy of deletion, who handles that? Does an employee or a bot do it? We are constantly analyzing new threats, developing appropriate technologies and procedures, and bringing our methods up to date. We explain exactly how we do this in our security portal.
Saturday 13/11 and Sunday 14/11, creating DHL shipping labels isn’t working again (maybe still not, I haven’t created any DHL labels since then). Is this a known issue? As of today, everything should be working again 😉. If not, please report such irregularities here via the Community or through our customer service.
Unfortunately, there has still been no response to this question: General question about international shipping with DHL (also of personal interest to me) you keep reading here that you shouldn’t or aren’t allowed to send to certain countries via DHL because eBay doesn’t recognize the tracking number or can’t track it all the way to delivery. It’s repeatedly advised here to ship via UPS or FedEx to be on the safe side. How exactly does that work?
I haven’t forgotten this question, but unfortunately we still don’t have a final response. My answer from last week has already been updated with my current state of knowledge. An addition will follow as soon as new information is available.

Thanks for your commitment in this Q&A session and your great interest in eBay! 🙂

Best wishes
Miriam

perfect-sally

·4 years ago

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Regarding 2. I only use a PC with Firefox and never an app or my smartphone

Regarding 3. The problem occurred for the first time on Saturday and then again on Sunday. I couldn't use the advanced editing. Only after the article was already published and I wanted to edit it again were the fields there again and clickable. I use the latest Firefox and the cache is regularly cleared and cookies deleted.

Regarding 5. Whether it would make a difference or not, I still think sellers shouldn't be kept in the dark about how, in the end, the payment was made. After all, it's the sellers' money.

miriam@ebay

Admin4 years ago

Community TeamView listings

@perfect-sally wrote:

Regarding 2: I only use a PC with Firefox and never an app or the smartphone

Regarding 3: The problem occurred for the first time on Saturday and then again on Sunday. I couldn't use the advanced editing. Only after the article was fully posted and I wanted to edit it again did the fields reappear and become clickable. I use the latest Firefox and the cache is regularly cleared and cookies deleted.

Regarding 5: Whether it would make a difference or not, I still think sellers should not be kept in the dark about how payment was ultimately made. After all, it's the sellers' money.

Thanks for the quick feedback, @perfect-sally! I’ll pass 2 & 3 along to the tech team as info. Was the behavior tested with another browser (e.g. Chrome or Edge) and can it be reproduced? We’ll also open a bug ticket on our side to clarify what the developers have to say about it.

I’ll pass along the feedback regarding the payment methods again accordingly. Thank you very much for that! 🙂

Best regards
Miriam