Welcome to the general eBay Q&A session on 19/06/2024 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.

To help us answer your questions more quickly, we ask you to choose one question per post. Of course, you can write as many posts in the eBay Q&A session as you like - in fact, we’d love that!

The Q&A session remains open until 3:00 p.m. After that, it will be closed for further questions. Of course, we will continue to make sure that all questions are answered that may still be unanswered - please allow us some time for this, as we often need to ask other colleagues for support to get the correct answer for you.

To post your question, click Reply in the bottom right corner of this post, enter your question and click "Reply" between 2:00 p.m. and 3:00 p.m.

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 reply appear later in the chronology and thus further down.

IMPORTANT: even though we use the format of the discussion forum, the Q&A session is for individual members' questions only and not for starting discussions - please use our discussion forum.

If you unfortunately missed the eBay Q&A session, we’d be happy if you posted your question directly in the community or simply waited until the next Q&A session*.

Kind regards,

Your eBay Community Team

community-team@ebay eBay Team

eBay Team0 View listings

Posted 2 years ago · Edited 1 year ago·Last reply 2 years ago

18 comments

steffi@ebay

Admin2 years ago

Community TeamView listings

the @community-team@ebay would like to thank you for today’s Q&A session. If any questions should still come up that you’d like clarified before the next eBay Q&A session, or if you didn’t have enough time for another post / reply, please open a new topic and tag the eBay Community Team as follows:

@patrick@ebay

@miriam@ebay

and me for all eBay community-related questions

@steffi@ebay

itec-systems

·2 years ago

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If I accept a return on eBay, can I only choose a Hermes label and a DHL label? Why no other options? And even if the 5 kg DHL label would fit right now, at €7.59 it would be much more expensive than the normal price of €6.99. Another way eBay wants to line its pockets?

miriam@ebay

Admin2 years ago

Community TeamView listings

@itec-systems wrote:

If I accept a return on Ebay, can I only choose a Hermes label and a DHL label? Why not any other options? And even if the 5kg DHL label would fit, it would be much more expensive at €7.59 than the normal price of €6.99. Another way Ebay wants to line its pockets?

Hello @itec-systems - just to follow up: We offer the automatic option via Hermes and DHL to make returns easier - your criticism in this regard has already been passed on by us in the past. If you want, you are also welcome to use other shipping providers in the future if better conditions are offered to you this way. The important thing is that you tell us the tracking number so that it can be stored in the return.

Kind regards

Miriam

myeatnordic

·2 years ago

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Hi,

I’m referring in this question to our post from 06/05/2024. It was about emails and whether they come from Ebay or not.

Unfortunately, we did not get an answer to the question in that post. Everything was done as described and we did not get an answer to our main question. Neither in the community nor by email or any other channels as announced.

We ask for clarification. Many thanks.

Goodbye, and see you soon.

MyEatNordic

miriam@ebay

Admin2 years ago

Community TeamView listings

@myeatnordic wrote:

Hi,

I am referring with this question to our post from 06/05/2024. It was about emails and whether they come from eBay or not.

Unfortunately, we did not get an answer to the question in that post. Everything was done as described and we did not get an answer to our main question. Neither in the community nor by email or any other channel as announced.

We ask for clarification. Many thanks.

Bye, and see you.

MyEatNordic

Hello @myeatnordic - I'd be happy to answer your follow-up question here, which seems to have been overlooked.

Kind regards

Miriam

Anonymous User

·2 years ago

I would like to change my country of residence. But I can't do that under Edit address.
Contacting personal support isn't possible because I have a foreign phone number and not one from D, A, CH. So the attempt to contact Ebay comes to nothing.
So how can I get in touch with Ebay and solve the problem?

patrick@ebay

Admin2 years ago

Community TeamView listings

@Anonymous wrote:

I want to change my country of residence. But I can't do that under edit address.
Contacting personal support is not possible because I have a foreign phone number and none from D, A, CH. So any attempt to contact Ebay goes nowhere.
So how can I contact Ebay and solve the problem?

Hello @Anonymous,

You can change the address you provided when you registered, but if you want to change the country, unfortunately you have to create an account for that through the corresponding eBay domain.

Best regards

Patrick

mmstore74

·2 years ago

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Hello dear community, my question today is that the topic was already about preparing foreign labels for international shipping, and it’s not possible to fill out the customs declaration via eBay. Do you already know anything new about that?

patrick@ebay

Admin2 years ago

Community TeamView listings

@mmstore74 wrote:
Hello dear community, my question today was about foreign labels for preparing international shipping, and it is not possible to fill out the customs declaration via eBay. Do you know anything new yet?

Hello @mmstore74 ,

as you already wrote, currently not possible. We also don’t yet know what it will look like in the future.
So unfortunately I can’t tell you anything else about it.

Best regards

Patrick

mmstore74

·2 years ago

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Ok nonetheless many thanks and have a nice day

mopedrt

·2 years ago

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I unfortunately received an allegedly new item as a used and damaged item (purchase price €110). I reported this defective item to the seller, who, however, claimed that the damage was caused by the shipping service (DPD) and that I should file a complaint with the shipping service. Since the packaging was not damaged, I refused to file a complaint with DPD. Despite several emails with the seller, I was unable to reach an agreement with him. For that reason, I reported this to eBay and opened a case. After the case was opened, the seller did not contact eBay within three days, and eBay therefore decided in my favor and refunded me the money for the item.
My question(s) now is/are what I should do with the damaged item? Do I still have to send the item back after the case is closed? Within what period do I have to send the item back? Is there a legal basis for this, or is it set out somewhere in eBay's terms and conditions? How should I act now?
After the case was closed, I wrote to the seller again and asked him what I should do with the item. Only after a week did he reply, and since then I have been waiting (again) for a return slip, as before the case was opened. The email exchange is starting up again... . I hope someone can answer me here. Thank you.

steffi@ebay

Admin2 years ago

Community TeamView listings

@mopedrt wrote:

I unfortunately received an allegedly new item as already used and damaged goods (purchase price €110). I reported this defective item to the seller, who claimed, however, that the damage had been caused by the shipping company (DPD) and that I should file a complaint with the shipping company. Since the packaging was not damaged, I refused to file a complaint with DPD. Despite several emails with the seller, I was unable to reach an agreement with him. I therefore reported this to eBay and opened a case. After the case was opened, the seller did not respond to eBay within three days, and eBay therefore decided in my favor and refunded me the money for the item.
My question(s) now is/are what I should do with the damaged item? Do I still have to send the item back after the case is closed? Within what time frame do I have to send the item back? Is there a legal basis for this, or is it specified somewhere in the eBay terms? How should I behave now?
After the case was closed, I wrote to the seller again and asked him what I should do with the item. Only after a week did he reply, and since then I have been (again) waiting for a return label, as I did before the case was opened. The email exchange is already starting up again... . I hope someone can answer me here. Thanks.

Hello @mopedrt, because the case was closed in your favor, we are not asking you to send it back. But I can see that the seller is very interested in getting his item back. If you reply to his question so that he can arrange the return, that would be great 💐.

steffi@ebay

Admin2 years ago

Community TeamView listings

Welcome to a new round 🤗

rialo

·2 years ago

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Hello,

payment by buyers into an eBay account is not permitted by direct SEPA bank transfer from their own bank account. I am aware of the alternative payment options offered (via paypal/gpay/klarna/sofort/debitkk/kk).

I would like to understand this exclusion and therefore ask about the reasons. A recent inquiry from another party on this point was reclassified/moved as a suggestion and remained unanswered in terms of content.

This is not a suggestion now, but solely a question. Could you please explain the perspective of the decision-makers at ebay regarding the restriction? Could it perhaps be related to the paypal sale from 2015?

Thank you for any response. Have a nice day, everyone.

miriam@ebay

Admin2 years ago

Community TeamView listings

@rialo wrote:

Hello,

a payment by buyers into an eBay account via a direct SEPA bank transfer is not permitted. I am aware of the alternative payment options offered (via paypal/gpay/klarna/sofort/debitkk/kk).

I would like to understand this exclusion and am therefore asking for the reasons. A recent inquiry from another side on this point was reclassified/moved as a suggestion and remained unanswered in terms of content.

This now is not a suggestion, but exclusively a question. Could and would you please explain the perspective of the decision-makers at eBay regarding this restriction? Perhaps it has something to do with the paypal sale from 2015?

Thanks for any response. Have a nice day, everyone.

Hello @rialo and thank you for taking the time today to ask your question. The range of available payment methods (Buyer Protection) at eBay has been relatively large since the introduction of payment processing, and we are continually reviewing whether new payment methods should be added or existing payment methods removed.

I’ll be happy to pass on your request for SEPA bank transfer for eBay purchases to share it with the people responsible - thank you very much! After the Q&A session ends, I’ll also be happy to look for the Community post mentioned (?), so that we can respond to you there again as well 🙂.

Kind regards

Miriam

rialo

·2 years ago

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Hello miriam@ebay,

I do not have a second account. The other request did not come from me.

Nevertheless, thank you very much for taking the time to not answer my question.

All the best.

miriam@ebay

Admin2 years ago

Community TeamView listings

@rialo wrote:

Hello miriam@ebay,

I don't have a second account. The other request wasn't from me.

Nevertheless, sincere thanks for taking the time to not answer my question.

All the best.

Hello @rialo and sorry that you are not satisfied with my answer. I unfortunately cannot answer the question "Could and would you please explain the perspective of the decision-makers at eBay on this restriction? Could it perhaps be related to the PayPal sale from 2015?" in my position.

However, there are different factors used to decide which payment methods are currently available on eBay, and which are not at the moment.

Kind regards

Miriam

rialo

·2 years ago

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"...I’m unfortunately not able or allowed to answer that in my position."

Thanks for this information/answer.

Best regards