Welcome to the general eBay Q&A session on 18/09/2024 at 2:00 PM

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Hello everyone and ❤️welcome to the eBay Q&A session with the eBay Community Team.

As we don't have a special topic this week, please feel free to ask your (general buying or selling questions, please not topics already covered by other members) here.

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community-team@ebay eBay Team

eBay Team0 View listings

Posted 2 years ago · Edited 2 years ago·Last reply 2 years ago

11 comments

steffi@ebay

Admin2 years ago

Community TeamView listings

the @community-team@ebay would like to thank you for yesterday’s Q&A session. If any questions still come up that you’d like to have cleared up before the next eBay Q&A session, or if you no longer had enough time for another post / answer, please start a new topic and tag the eBay Community Team like this:

@miriam@ebay

@patrick@ebay

and me for all eBay community-related questions

@steffi@ebay

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itec-systems

·2 years ago

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And one last question (also relates somewhat to my first question):

Normal parcel shipments or shipments without priority tracking are supposedly now covered by seller protection.

But since there is no scan, how can eBay or the seller make sure that you don't end up with a defect because of delayed shipping or delayed delivery? And if a buyer opens a case for non-receipt, what are the chances that the case will be decided in the seller's favor and that you won't get an entry in the service stats, or that the entry will then be removed retroactively?

miriam@ebay

Admin2 years ago

Community TeamView listings

@itec-systems wrote:

And one last question (this also relates a bit to my first question):

Normal merchandise shipments, or shipments without Prio tracking, are supposed to be covered by seller protection now.

But since there is no scan, how can eBay or the seller make sure that you don't get a defect for delayed shipping or delayed delivery? And if a buyer opens a case for non-receipt, what are the chances that the case will be decided in favor of the seller and you won't get an entry in the service statistics, or that the entry will later be removed?

Hello @itec-systems! You already know our seller portal page on this, right? Merchandise shipments are not covered by our seller protection - where did you read that?

Basic tracking for Deutsche Post Internet stamps with matrix code applies only to the following shipping products:

Standard letter
Compact letter
Large letter
Maxi letter

The requirement is that you bought these Internet stamps through our shipping platform. That way, you automatically have seller protection for items with a sale price of up to €20.

Best regards

Miriam

itec-systems

·2 years ago

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One more question:

DHL now has 20kg parcels. But on eBay, apparently, you still can’t buy them directly. When will that be added?

miriam@ebay

Admin2 years ago

Community TeamView listings

@itec-systems wrote:

Another question:

DHL now has 20 kg packages. But apparently these can’t yet be purchased directly on eBay. When will this be added?

Hello @itec-systems! The shipping team is aware and is working on it. Unfortunately, these integrations take longer for various reasons than we would like as well.

We’d be happy to point this out once again.

Best regards

Miriam

itec-systems

·2 years ago

View listings

Once again on the topic of service metrics

As has already been mentioned often, incorrect return reasons lead to entries here that, in my case, sometimes become EXTREMELY HIGH and even cause eBay to revoke my Refurbished status.

Especially with "item not as described" or "item not received," many buyers open a case too hastily, give the wrong reason, or simply didn’t know any better.

That is exactly why the personal statistics are simply much worse than they should actually be.

I have been told MANY TIMES that these entries cannot be removed afterward, but I have now read the following here:

https://www.ebay.de/help/policies/selling-policies/service-metrics-policy?id=4769&srsltid=AfmBOorqMy...

Appeals

We only remove reports for “item not received” or return requests for “item not as described” from your service metrics if they fall under our automatic seller protection measures .

As described above, your service metric rates must be statistically meaningful and significantly worse than those of your comparison group for restrictions to be applied, so individual reports/requests should not negatively affect the status of your eBay account.

If you believe a buyer is violating our policies, you can report the buyer. We will then review this.

Explicitly, it says here that unjustified cases are indeed removed from the service metrics. Now I have filed a buyer report for several sales because of false reasons.

However, I do not know

a) whether the report has already been processed

and

b) with what outcome

I would like competent support here at last and a concrete answer on how the reports are handled and how I can tell when they fall out of the service metrics!

patrick@ebay

Admin2 years ago

Community TeamView listings

@itec-systems wrote:

Once again, on the topic of service metrics

As has already been mentioned several times, false return reasons lead to entries here that in my case sometimes end up VERY HIGH and eBay even wants to revoke my Refurbished status.

Especially with "item not as described" or "item not received," many buyers open a case too hastily, enter the wrong reason, or simply didn’t know any better.

That’s exactly why the personal stats are simply much worse than they actually should be.

I was TOLD MANY TIMES that these entries cannot be removed later, but I’ve now read the following here:

https://www.ebay.de/help/policies/selling-policies/service-metrics-policy?id=4769&srsltid=AfmBOorqMy...

Appeals

We only remove reports for "item not received" or return requests for "item not as described" from your service metrics if they fall under our automatic seller protection measures .

As described above, your service metric rates must be statistically significant and clearly worse than those of your comparison group for restrictions to be applied, so individual reports/requests should not negatively affect the status of your eBay account.

If you believe that a buyer is violating our policies, you can report the buyer. We will then review this.

Explicitly, it says here that unjustified cases are indeed removed from the service metrics. Now, with several sales, I have filed a buyer report because of false reasons.

However, I don’t know

a) whether the report has already been processed

and

b) with what outcome

I would finally like competent support here and a concrete statement on how the reports are handled and how I can tell when they fall out of the service metrics!

Hello @itec-systems ,

The questions about this have already been answered several times. The entries cannot be removed.
It cannot be compared to defects. eBay can only intervene in exceptional cases to protect a seller from the service metrics, but removal is not possible. I understand that the text gives you a different impression. Also regarding reporting a buyer, you are not told the outcome.

Best regards

Patrick

murmu67

·2 years ago

View listings

Hello everyone,

As has already been written in various threads, some adjustments have been made to listings on Ebay that are not understandable or, in my opinion, pointless.

Unfortunately, no announcement or info is ever released about this.

Again and again it is mentioned in the threads that this is about optimizing the Ebay app. Are we really already at the point where, for example, when I have to wait at the doctor’s, I quickly shop on Ebay by phone? In the evening, when I look back on my day, I realize, however, that I bought something pointless and am now cluttering up the seller with senseless work?

Are the changes simply taken over from Ebay. com, or, as written in a thread, is a craft hour held at Ebay?

Wouldn’t a survey, e.g. once a year for 1 week, bring more useful suggestions and proposals?

steffi@ebay

Admin2 years ago

Community TeamView listings

@murmu67 wrote:

Hello everyone,

As has already been written in various threads, some changes have been made to eBay listings that are incomprehensible or, in my opinion, pointless.

Unfortunately, no announcement or information is ever issued about this.

Again and again, the threads mention that this is about optimizing the eBay app. Are we really at the point where, for example, if I have to wait at the doctor’s, I quickly buy something on eBay by phone? In the evening, when I look back on my day, do I then realize that I bought something pointless and the seller is now being flooded with pointless work?

Are the changes simply adopted from eBay.com, or, as written in a thread, is a crafting session being held at eBay?

Wouldn’t a survey, e.g. once a year for 1 week, bring more useful suggestions and ideas?

Hello @murmu67, thank you for your feedback, which I will gladly pass on. Please also use this option for such feedback

by pressing the question mark

or our section Suggestions and feedback on the eBay platform here in the community.

murmu67

·2 years ago

View listings

Hello @steffi@ebay

Thanks for the tip. I’ll use it.

steffi@ebay

Admin2 years ago

Community TeamView listings

Let’s get started with your questions, straight to us 🤗