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Welcome to the general eBay Q&A session on 28/08/2024 at 2:00 PM
Hello everyone and ❤️welcome to the eBay Q&A session with the eBay Community Team.
Since we don’t have a special topic this week, please don’t hesitate to ask your (general buying or selling questions only, please don’t post topics that already exist from other members) here.
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Kind regards,
Your eBay Community Team
steffi@ebay
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 to have clarified before the next eBay Q&A session, or if you didn’t have enough time for another post / answer, please start a new topic and tag the eBay Community Team as follows:
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and for all eBay community-related questions
@steffi@ebay
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uwid
·1 year agoHello,
I am interested in a reasonable service. Unfortunately, that no longer seems possible on eBay.
As a seller, I am not allowed to leave positive feedback and a negative text. The other way around is no problem for buyers = rated badly, but positive text? (In all of the following examples there was neither a complaint, no cancellation, no contact - simply nothing that a commercial seller could respond to, but plenty of kicks.)
Examples of neutral feedback from the last few weeks:
- fast delivery
- Everything was great, would happily buy again, fast delivery.
- My favorite: Everything was good, quality and price are good. It would only be nice if you would announce the shipment and give an approximate time. e.g. in the morning or in the afternoon, because a whole day is lost if the shipment only arrives late in the evening, but you've been waiting since 7:00 in the morning. Otherwise very satisfied. Kind regards, P. Leiskau (Here they are even violating eBay's principles with a real name, tracking number was provided - does AI not recognize something like that?)
and to top it off a negative
- How cheeky, the novels are not only used but already waste paper
(I am neither cheeky, nor was anything complained about and yes, I sell waste paper, what am I supposed to do and how am I supposed to respond?)
I accept all of this as freedom of expression, even if it does not correspond to normal and fair common sense. What should be rated is the seller's performance (eBay has criteria for that), not the item - for that there are consumer rights and obligations to remedy defects. All buyers were contacted, none of them responds.
My question:
Why is eBay not able to create a rating system that also supports service oriented toward problems and refers only to the parameters required in the star ratings (item description, shipping time, communication, shipping costs)?
So in case of problems, communicate first, then rate!
miriam@ebay
Hello @uwid! In principle, though, the aim of ratings is to give a meaningful picture of your seller performance. Of course, it’s never nice to receive a neutral or negative rating. Usually, however, it does indicate that the customer had a negative experience during the transaction.
We always recommend responding to the rating in an objective comment and presenting your view of how things went. We need to take another look here to review the ratings; as soon as there is an update, I’ll get back to you here again.
Update 29.08.2024: We have looked into this again and informed you of our final decision.
Kind regards
Miriam
doenges1903
·1 year agoHello everyone,
I have a different status of the defect rate "As of today’s evaluation" in our seller cockpit than in eBay Concierge. Which rate is valid/current?
Thanks and best regards
steffi@ebay
Hello @doenges1903, since the seller cockpit is updated daily, the seller cockpit. The next review for you is then on September 20.
feelgooddealssh
·1 year agoHello,
I have a question about creating shipping costs. If I create a new general condition and only want/may ship internationally to certain countries, the selection options are rather limited. In our case, I would like to exclude France, but keep all other EU countries in.
I know that I can also exclude delivery locations in general. Does this setting then apply only to the respective shipping general condition or to all offers?
Best regards
steffi@ebay
Hello @feelgooddealssh, that is the right decision for you if you want to exclude France going forward. I would spontaneously say that this exclusion then applies to all listings for which you have applied the respective shipping rules, but I will ask our shipping specialist to be sure and then update this answer here.
---------------------------
Update: on 30/08
Hello @feelgooddealssh, it is as I had already thought: when using rules, you define the exclusion list per rule and then update everything once. If you have any questions about the application or about another topic, feel free to get back in touch.
itec-systems
·1 year agoFor my case 3 above, here is also the order number 05-11967-08056.
I reported the buyer here because he gave an incorrect reason. How and when will I find out the impact of the report? The eBay message about this says that in certain cases I will receive a credit for the return shipping costs. However, under the link provided there is absolutely nothing to find on this. So what is the current status here?
itec-systems
·1 year agoHello,
it’s just so frustrating how Ebay keeps carrying on with that stupid service statistic unchanged.
In the last 2 months, everyone has received 3 unjustified “item not as described” entries.
Case 1: 11-11631-16206
Buyer reports an alleged defect. After communication, the case was closed because the buyer didn’t even want a return. Later it turned out that there was no defect at all and the buyer only assumed there was one because Windows 11 could not be installed on the Mac. Well, Apple doesn’t even նախատես that and only supports Windows 10.
Case 2: Order 16-11857-05056
Buyer opens a return as “incomplete” because the PS5 is too slow for them? Strange reason, but a PS5 is a PS5 — speed is simply part of its nature. That has absolutely nothing to do with “incomplete.”
Case 3:
Buyer wanted an SSD for a 2015 MacBook but buys an SSD for a 2012 model and opens the return as “defective”. Great.....
With “item not received,” which is absolute nonsense since every buyer does receive an item, there are so many entries because buyers simply keep opening cases even when tracking clearly shows delivery or the current status.
All cases that aren’t my fault, only cause me trouble, negative entries in the rarely useful statistics, and Ebay does nothing about it so that one can protect oneself as a buyer.
Why is there no reform here from Ebay? If this keeps up, soon I’ll have to pay even more fees to you, and that as a top seller with top ratings!
steffi@ebay
Hello @itec-systems, from eBay’s side no reform is necessary, since the service statistic does not reflect defects, but rather provides information about your returns. If there are more returns, for whatever reasons, that is a sign that, for example, there is still room for improvement in the item description or that perhaps the images, communication, etc. still need work.
itec-systems
·1 year ago"If there are more returns, for whatever reason, that is a sign that, for example, the item description could still be improved or that the pictures, communication, etc. may still need work. "
Um, no. Just no. Above all, there are many entries that didn’t actually lead to a return at all! If buyers can’t read clear descriptions, that is solely their problem and shouldn’t be mine. The incompetence of some buyers can lead to a penalty fee for the seller. As a seller, it’s impossible to rule out the most ridiculous return reasons on the buyer’s side in advance. But work is still being done to make it as possible as possible for the buyer to be allowed everything at the expense of the sellers. See the rule on abandoned purchases.....
steffi@ebay
only satisfied buyers will buy from you again, so this should be in the interest of all sellers @itec-systems. And that is exactly why there is also the service statistics for all sellers.
jogipo
·1 year agoAccording to BGB §447, in a private sale the shipping risk lies with the buyer. The buyer actively chooses the shipping method. In 99.9% of cases, that is the cheap shipping method (letter / goods shipment) without insurance. Why does eBay decide in the buyer’s favor when an item was (allegedly) not delivered? I, as the seller, am left holding the bag, even though I can prove from photos of the envelope and the basic shipment tracking that the item was sent.
perfect-sally
·1 year agoWe’re simplifying purchase cancellation
A boost to buyer satisfaction? Yes, I’d totally believe that if buyers are given even more ways to cancel purchases than they already have. Bids, price suggestions and purchases are still legally binding, and eBay has found a new strategy for making it even easier to get around that. So users can bid like crazy in auctions and, after the auction ends, stick it to the seller since they can just cancel the purchase without any hassle. Applause, eBay, well done!
When is something finally going to be done about seller satisfaction, especially for business sellers?
Don’t sellers also have a right to satisfaction on eBay?
miriam@ebay
Hello @perfect-sally! We’ll let this one slide here, because this is actually a topic that would be better suited to the discussion forum, and we’d also like to take a closer look at it there.
As you already wrote, this is about improving buyer satisfaction, and this is important so that people will continue to be happy buying on eBay in the future and our marketplace remains competitive.
We don’t miss the fact that some commercially active sellers* in the community here have long felt disadvantaged compared with other groups, and we bring up this situation internally at regular intervals.
Kind regards
Miriam
miriam@ebay
Hello @jogipo! It looks like there is a specific case that we’d be happy to review again to check whether the decision here was correct. Are you referring to the Grafit Taschenbuch?
Update 15:48: We’ve looked into it again in the meantime, and this transaction was not covered by our buyer protection, since the eBay seller protection only applies to shipments with Deutsche Post stamps that were purchased and printed via our shipping platform. Therefore, it does not apply to stamps purchased directly from Deutsche Post.
For items with eBay buyer protection, the terms that you agreed to when listing your items on our platform also apply.
Best regards
Miriam
jogipo
·1 year agoYes, it is also about this paperback, for which I can prove that I sent the book. Nevertheless, the decision was made in the buyer's favor.
But I also want to know in principle why eBay is violating the German Civil Code.
With you, one can select the shipping methods "Letter" and "Goods shipment" - for competitive reasons, one is also virtually forced to offer this. But apparently you actually don't want that at all. That's paradoxical...!
jogipo
·1 year agoHello. 🙂
Why is the tracking for Deutsche Post Prio accepted as proof of shipment, but not the basic tracking for the current postage stamps with matrix code? For both shipping methods, there is exactly the same data, namely a processing note in the origin and destination logistics center. There is no proof of delivery for either shipping method.
miriam@ebay
Hello @jogipo! eBay seller protection is also available for the Internet stamp with matrix code (for Deutsche Post letter items) when purchasing the "Internet stamp with matrix code" through our shipping platform for items up to a sale price of €20. There is tracking for standard letters, compact letters, large letters, maxi letters, and merchandise mail is excluded.
eBay seller protection only applies to shipments with Deutsche Post stamps that were purchased and printed via our shipping platform. It therefore does not apply to stamps bought directly from Deutsche Post. The matrix code is already included in the prices of the Internet stamp for standard, compact, large, and maxi letters.
You can also read our announcement about this here.
Best regards
Miriam
jogipo
·1 year agoHmmm, I don't see the point. What can the printed matrix code do that the matrix code on the purchased stamps can't? I don't have a printer, so I can't buy a stamp on eBay and print it out...
I also don't see the point of letters being covered, but parcels not. What's the reason here? You can choose parcel shipping as a shipping method with you...
miriam@ebay
Hello @jogipo! We will discuss this again with the people responsible, as I can’t tell you the reason for this decision at the moment. As soon as I have further information, I’ll get back to you.
Update 29.08.2024: When the stamp with matrix code is purchased on our platform, the buyer’s address is automatically entered and the shipment tracking information is automatically stored. Merchandise shipments do not have tracking information, which is why seller protection is only available for letter products purchased through our shipping platform.
Seller portal for private sellers: Ship reliably
Best regards
Miriam
steffi@ebay
Warm welcome and please remember that this session is specifically here so you can ask us, i.e. eBay, your questions. For discussions, please use the community as usual. Thanks 🌻