💬 Welcome to the general eBay Q&A session on 30/08/2023 at 2:00 PM

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

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community-team@ebay eBay Team

eBay Team0 View listings

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

27 comments

steffi@ebay

Admin2 years ago

Community TeamView listings

I would like to thank you for today’s Q&A session and, of course, will still clarify all outstanding questions. If any uncertainties do 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 / a reply, please open a new topic for that and tag me as follows:

@steffi@ebay

Of course, you can also ask me questions about your community account or the community itself via a @steffi@ebay

rest-fest

·2 years ago

View listings

Hello to the helpers,
in IT there is a well-known saying along the lines of "never interfere with a running system"...
I understand that ebay is making changes (improvements?) to the site.
What I don’t understand:
- changes happen during live operation, sometimes they work and sometimes they don’t (e.g. OS link since last week)
- sometimes some people have a new view of the item page, then again they don’t, and now not at all anymore
- suddenly you’re a BOT for ebay and can’t get in at all, etc.
- according to ebay, the user is always the culprit, even if they have been working that way for years(decades)
- there are supposed to be users here who earn their money with the platform and may want to know in advance what comes next or what is happening, and who depend on the secure delivery of German bureaucratic (legal) requirements.

Not everyone knows what to do when there are problems. There are supposed to be ebay users (including business users) who can turn the PC on and off.

Why can’t ebay
- communicate clearly and in advance what changes are being made to the system and what is being changed?
- Why can’t changes be rolled out at certain times (and by that I don’t mean November/December) or on certain days, e.g. once or twice a year?
- Why do users have to point out errors?
- Does ebay not have a system environment where everything can be tested once in advance?

steffi@ebay

Admin2 years ago

Community TeamView listings

@rest-fest wrote:

Hello to the helpers,
in IT there is a well-known saying along the lines of "never interfere with a running system"...
I understand that ebay is making changes (improvements?) to the site.
What I don't understand:
- changes happen during live operation, sometimes they work and sometimes they don't (e.g. OS link since last week)
- sometimes some people have a new view of the item page, sometimes not again, and now not at all anymore
- suddenly you are a BOT for ebay and can't get in at all, etc.
- the user is always the culprit for ebay, even if they have been working like this for years(decades)
- there are users here who earn their money with the platform and may want to know in advance what comes next or is happening and depend on the reliable implementation of German bureaucratic (legal) requirements.

Not everyone knows what to do when there are problems. There are supposedly eBay users (including business users) who can switch a PC on and off.

Why can ebay
- not communicate clearly and plainly in advance what changes are being made to the system and what will be changed?
- Why can't changes be rolled out at certain times (and by that I don't mean November/December) or on certain days, e.g. once or twice a year?
- Why do users have to point out errors?
- Doesn't ebay have a test environment where everything can be tried out in advance once?

Hello @rest-fest and please forgive my delayed response, which is also only an update to let you know that I still want to work through your individual points thoroughly before I reply to you here. 🌹

..............................................................

Update 01.09.2023

Hello @rest-fest, thank you very much for your patience.

in IT there is a well-known saying along the lines of "never interfere with a running system"...
I understand that ebay is making changes (improvements?) to the site.
What I don't understand:

- changes happen during live operation, sometimes they work and sometimes they don't (e.g. OS link since last week) eBay is constantly working to improve buying and selling, including all available functions. Regarding the display in the legal information, there was a temporary disruption in some cases, which we were able to fix promptly.

- sometimes some people have a new view of the item page, sometimes not again, and now not at all anymore
As a test, we released the item page in a new mobile design in order to gain further user feedback. The test is currently over.

- suddenly you are a BOT for ebay and can't get in at all, etc. We are currently checking whether this is an internet browser problem

- the user is always the culprit for ebay, even if they have been working like this for years(decades)

- there are users here who earn their money with the platform and may want to know in advance what comes next or is happening and depend on the reliable implementation of German bureaucratic (legal) requirements. We strive to ensure the security and functionality of eBay and the services offered and to prevent misuse, but we cannot guarantee that our services will remain continuously operational and available. This is described in more detail in the “Liability” section of eBay's Terms and Conditions.

Not everyone knows what to do when there are problems. There are supposedly eBay users (including business users) who can switch a PC on and off.
When in doubt, we recommend contacting eBay Customer Service promptly.

Why can ebay
- not communicate clearly and plainly in advance what changes are being made to the system and what will be changed?
- Why can't changes be rolled out at certain times (and by that I don't mean November/December) or on certain days, e.g. once or twice a year?
- Why do users have to point out errors?
- Doesn't ebay have a test environment where everything can be tried out in advance once?

We are sorry that you feel this way, but we would like to thank you for your feedback and assure you that we are working on it.

itec-systems

·2 years ago

View listings

Return topic:

A buyer opened a return with a reason where you can clearly see user error.

Despite repeated follow-up questions and notes about it, there has been no response for 2 weeks.

I have not accepted the return yet, because I know that the "problem" is easy to solve.

What would be the right (best) course of action now?

steffi@ebay

Admin2 years ago

Community TeamView listings

@itec-systems wrote:

Topic: Returns:

A buyer has opened a return with a reason where you can clearly see user error.

Despite repeated follow-up questions and hints, there has been no response for 2 weeks.

However, I have not yet accepted the return, as I know that the "problem" is easy to solve.

What would be the right (best) course of action now?

Hello @itec-systems, I need to ask about this myself to be on the safe side, and I’d also need the item number here please - thank you very much.

annb8351

·2 years ago

View listings

Hi,
I sold an item a few days ago and today is the last day and the item still hasn't been paid for. Now the buyer is asking me whether it's okay if he sends me the payment in the next few days, when he receives his salary.
For me it's not a problem, as long as he really does pay then, but I don't know whether it could cause any problems and then the purchase would be automatically canceled at some point, and whether I also need to do anything, for example report to eBay that the item hasn't been paid for?
And do I have to cancel the purchase at some point if the buyer doesn't pay after all?

steffi@ebay

Admin2 years ago

Community TeamView listings

@annb8351 wrote:
Hello,
I sold an item a few days ago and today is the last day and the item still hasn't been paid for. Now the buyer is asking me if it's okay if he sends me the payment in the next few days, when he gets his salary.
For me it's not a problem, as long as he actually pays then, I just don't know whether it could cause problems and then the purchase will be automatically canceled at some point and whether I also have to do something, for example report to eBay that the item hasn't been paid for yet?
And do I have to cancel the purchase at some point if the buyer still doesn't pay?

Hello @annb8351, it's nice that you're being so accommodating here. The only important thing is that you have not set it so thatthe sale will be canceled after 4 days of non-payment.

annb8351

·2 years ago

View listings

Hello, thanks for the message. So is it okay like this, Aldo? Should I give the buyer a specific deadline now? For example, 7-10 days? And what if they still don’t pay?

steffi@ebay

Admin2 years ago

Community TeamView listings

@annb8351 wrote:
Hello, thanks for the message. So does that work for you? Should I give the buyer a specific deadline now? For example 7-10 days? And what if they still don't pay?

If you still want to wait, then that's fine. You decide the deadline too @annb8351, after all your salary shouldn't be too far off, since today is already 30/08.

Here you can find out what you can do if the item isn't paid for as agreed.

If you have any more questions, please feel free to reach out to the community again.

steffi@ebay

Admin2 years ago

Community TeamView listings

Welcome to the eBay Q&A session! Today I'm back on hand for you 🍀

perfect-sally

·2 years ago

View listings

Hello @steffi@ebay

can’t ebay finally make sure that when users create a new account, they also enter their shipping address correctly and completely? I had to cancel another purchase today because the buyer didn’t provide complete details (no house number, Netherlands) and didn’t respond to my message either. It can’t be that hard to only activate an account once all the information is complete.

steffi@ebay

Admin2 years ago

Community TeamView listings

@perfect-sally wrote:

Hello @steffi@ebay

Can't eBay finally make sure that when users create a new account, they also enter their shipping address correctly and completely? I had to cancel another purchase today because the buyer didn't provide complete details (no house number, Netherlands) and didn't reply to my message either. It shouldn't be that hard to only activate an account once all the details are complete.

Hello @perfect-sally, I had assumed that this information is mandatory. Let me check and pass on your feedback in this context! Thank you very much for that 🌹

................................................

Update 31.08.2023

I have good news @perfect-sally: we are currently working on address verification 😍. That means it’s coming! When? Unfortunately, I can’t say.

petersmodellbahnstuebchen

·2 years ago

View listings

Hi @perfect-sally , hi @steffi@ebay

to add here would also be a check of whether the customer has entered a post number if they have entered a Packstation or post branch (required fields for DHL shipping).

The communication about this "eats up" my processing time.

Best regards from the Baltic Sea

........................................

@petersmodellbahnstuebchen please see my update here

Peter

steffi@ebay

Admin2 years ago

Community TeamView listings

@petersmodellbahnstuebchen wrote:

Hey @perfect-sally , hey @steffi@ebay

What should also be added here is a check to see whether the customer has stored a Postnummer if they have stored a Packstation or post office branch (required fields for DHL shipping).

The communication about this is eating into my processing time.

Best wishes from the Baltic Sea

Peter

I’ll take that along as well @petersmodellbahnstuebchen . Thanks a lot, Peter 🌹

Anonymous User

·2 years ago

Hello steffi@ebay ,

I have a question about removing defects due to late delivery.

I already had contact this week with a very nice employee, but unfortunately she wasn't able to help me further. I received defects from a customer who unfortunately received the goods late by post. I unfortunately hadn't entered the tracking number for the registered letter, but I can prove that I sent it directly on the day after the purchase (the evening before). I have the receipt in black and white. The employee says that unfortunately this wouldn't help, I should have entered the number right away. But it can't be the case that you can't delete the defect despite proof. If that's really true, then I ask myself, where is the seller protection here?

steffi@ebay

Admin2 years ago

Community TeamView listings

@Anonymous wrote:

Hello steffi@ebay ,

I have a question about removing defects due to late delivery.

I already had contact this week with a very nice employee, but unfortunately she wasn’t able to help me any further. I received defects from a customer who unfortunately received the item late through the post. I unfortunately hadn’t entered the tracking number for the registered letter, but I can prove that I shipped it directly on the day after the purchase (the evening before). I have the receipt in black and white. The employee says that unfortunately that wouldn’t help, I should have entered the number right away. But surely it can’t be that you can’t delete the defect despite proof. If that really is true, then I wonder, where is the seller protection here?

Hello @Anonymous, I’ll be happy to pass that on to the specialist department for review. Could you please send me the affected item number? Thank you very much

Anonymous User

·2 years ago

Hello steffi@ebay ,

an item number affected by this was 150801805185. I think there are 18 items in total that came in all at once as a defect. I’d be happy to forward the receipt as a photo.

Best regards

Andrea

steffi@ebay

Admin2 years ago

Community TeamView listings

@Anonymous wrote:

Hello steffi@ebay ,

one item number that was affected is 150801805185. I think there are 18 items in total that were all logged as a defect in one go. I can gladly forward the receipt as a photo.

Kind regards

Andrea

Thanks Andrea @Anonymous - I have already forwarded it.

Anonymous User

·2 years ago

steffi@ebay , Thanks a lot 😊

Best regards

Andrea

steffi@ebay

Admin2 years ago

Community TeamView listings

@Anonymous wrote:

steffi@ebay , thank you very much 😊

Best regards

Andrea

@Anonymous could you please send me the tracking number here once

petersmodellbahnstuebchen

·2 years ago

View listings

Hi @steffi@ebay

when will eBay finally get it together so that a seller who only wants to ship within Germany and has excluded all delivery locations outside Germany in the shipping terms no longer gets orders from foreign customers without an address in Germany?

Example: sales record no. 63942

In this case, it's an eBay member in Spain who doesn't have a German address.

How is it possible that this member can buy the item?

Cases like this mean unnecessary extra work for us as sellers:

Contact customer

Wait for a response

Cancel sale

Relist item

All unnecessary work

Best regards from the Baltic Sea

Peter

steffi@ebay

Admin2 years ago

Community TeamView listings

@petersmodellbahnstuebchen wrote:

Hey @steffi@ebay

when will eBay finally get it together so that a seller who only wants to ship within Germany, and who has excluded all delivery locations outside Germany in the shipping conditions, no longer gets orders from foreign customers without an address in Germany?

Example: Sales log no. 63942

This is an eBay member in Spain who does not have a German address.

How is it possible that this member can buy the item?

Such a case means unnecessary extra work for us as sellers:

Contact customer

Wait for response

Cancel sale

Relist item

All unnecessary work

Best regards from the Baltic Sea

Peter

Hello @petersmodellbahnstuebchen Peter, of course I’ll take a look! Could you please send me the item number so I can find the item more quickly. The sales log number is unfortunately a bit too cumbersome. Thanks.

..................................................

Update from 31.08.2023: I also couldn't see why the buyer was able to purchase the item despite your shipping restrictions. I've now passed your case on to the colleagues in technical support and will get back to you here as soon as I have a response.

petersmodellbahnstuebchen

·2 years ago

View listings

Hi @steffi@ebay

sure, happy to:

eBay item no.: 155690797717

Best wishes from the Baltic Sea

Peter

steffi@ebay

Admin2 years ago

Community TeamView listings

@petersmodellbahnstuebchen wrote:

Hi @steffi@ebay

sure, happy to:

eBay item no.: 155690797717

Best regards from the Baltic Sea

Peter

Thanks - then I'll take a look right away 🙂

steffi@ebay

Admin2 years ago

Community TeamView listings

@petersmodellbahnstuebchen wrote:

Moin @steffi@ebay

sure, happy to:

eBay item no.: 155690797717

Best regards from the Baltic Sea

Peter

I have to ask whether "Pickup:Delivery to pickup station possible" overrides your shipping settings, Peter @petersmodellbahnstuebchen and then I’ll post the feedback here again 😉