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Howdy everyone,
Getting back in gear after eBay Open last week, thanks for bearing with me as I catch up on messages and emails!
Opening up the thread for our Weekly Chat Session for August 2, 2017. This thread will be open until tomorrow, so please post any questions or subjects for which you would like eBay support.
Please find the below table of open issues with the latest updates, as well as what we need in order to pursue them further. My time on the boards is limited, so I can't do as much digging as I'd like, so I really appreciate the effort that you've made to get me information - thank you!
| Issue | Status | Latest Update | Action taken/Next Steps |
| Search results page shows shipping costs inconsistent with what's on the item pages | Need clarification/examples | "Shipping not matching is not a bug if it's a GSP item" | Need more examples/information, let us know |
| Shipping Calculator returning erroneous rates | Open/no updates | "In order to test further we need current examples of this." | Need more examples/information, let us know |
| Selling limits live items count discrepancy | Open/no updates | Ticket Updated | Waiting for tech team's response |
| Handling times not being added properly | Open/no updates | No update at this point | Waiting for tech team's response |
| Shipping Cost Cannot Be Calculated Error On Us/int'l Sites For CA Listings | Open/no updates | "This ticket is still open and being reviewed." | Waiting for tech team's response |
| Seller Hub shipping reminders on items that have been marked as shipped on eBay.ca | Report Filed | Ticket Filed | Waiting for tech team's response |
| Selling Manager Pro/mobile app disconnect (alerts popping up even though shipped) | Report Filed | Ticket Filed/Root cause to be fixed | None - will be removed going forward |
| Guides written on .UK are now missing without a trace | Report Filed | Ticket Filed | Waiting for tech team's response |
@reallynicestamps wrote:
Another member had this question about Shippo and Notice of Sale emails.
The last couple of days, the e-mails I've received simply state "Congratulations, your item sold and it's been paid for." It shows the item, the price, the buyer's User I.D. and a link to Shippo (which platform isn't mandatory of course). I knew I would eventually have to use Shippo but was postponing it ....
Since all my items are IPR, I don't know what the "sold" e-mail looks like when payment has not yet been made.
This isn't a big issue but I'm curious to know why eBay introduced this change and who it benefits, if anyone. Anyone venture a guess?
Howdy @reallynicestamps - could you link me to the thread so I could get a bit more context? This does sound like the successful sale notification email. The move to Shippo happened a couple months ago and the link in the email should have been changed around then. I guess I'm not understanding what change they're referring to. Any clarification you could provide would help!
@reallynicestamps wrote:
If a seller is required to send Return Shipping to an unhappy buyer, but the buyer is in a different country, can we print a Shippo! label from another nation's postal system?
Even if only USPS shipping labels were possible, it would be a huge relief for Canadian sellers and a big selling point for Shippo! over Snap/ship labels which are Canada Post only.
Terry Pratchett — 'Five exclamation marks, the sure sign of an insane mind.' .
Hi @reallynicestamps - Shippo should work fine with USPS labels for a return. If you do go this route just make sure you get a digital copy of the label and upload it as an image to the return/case. That way we have the proof you provided a return label and can protect you accordingly. Thanks!
@dustmite007 wrote:
I have been having a problem with combined shipping. People from Canada & the US are paying for all their items seperately instead of asking for combined shipping or waiting for me to send a combined invoice. I end up refunding them the overcharge. But in the meantime I have been charged seperate final value shipping fees on all the items. eBay doesn't know I have refunded them & so I never get reimbursed for the overcharges. I don't think that is fair.
Hi @2nd-time-around-jewelry - if your buyers are using 'Buy it Now' on items there isn't going to be a way for checkout to combine the orders. If they're placing them all in the cart and then purchasing your combined shipping discount rules should help you out and get it combined.
As for the overages in fees I'm happy to see what we can do as a courtesy if you'll send me a PM with item numbers, and amounts refunded. Thanks!
@mjwl2006 wrote:
My proposition may well illicit a chorus of groans from other members here but I would REALLY like to see an option at the Shopping Cart checkout where buyers could opt to purchase gift-wrapping from their seller.
I hold no great love of wrapping gifts but as a toy seller, I could see how this would be a feature buyers might really appreciate having the option to purchase on checkout around Christmas and for birthdays.
Sellers could opt in, of course, as they chose and then set a $5 (for example) charge to do so.
Pretty please?
I think that's a fair suggestion. Realistically I don't know how feasible it will be to implement but I will get it submitted. 🙂
@mjwl2006 wrote:
Technical error being experienced by some buyers as they seek and attempt to bid are being reported. This is one thread only; there have been others. The users say it is specific to ebay Canada. If so, this would be detrimental to ebay Canada sellers.
http://community.ebay.ca/t5/Site-Issues/Error-INET-E-REDIRECT-FAILED/m-p/380600#M3775
Thanks for this - I don't see anything formally reported so I'll comb through this thread and make the appropriate reports.
@mjwl2006 wrote:
My final point of harassment for the week:
As I understand it, Ebay.com is adopting a new feature where buyers can search for item that can be delivered to them within a certain timeframe. Like four business days, based on their location and the location of the seller in question.
Yet on ebay.ca, our Shipping Calculator returns the same delivery estimate regardless of what postal code a user enters, even if they happen to live in the furthermost remote locations of Canada where Expedited Parcel takes at minimum 13 days to arrive, a week longer than the one to seven (if the seller ships same-day) seen by users across the site.
Why does ebay.com get preferential treatment when we are still working with a Shipping Estimate Calculator which only half-works?
When will it finally be fixed?
The estimator itself is misleading: "Estimated delivery dates - opens in a new window or tab include seller's handling time, origin Postal/ZIP Code, destination Postal/ZIP Code and time of acceptance and will depend on shipping service selected and receipt of cleared payment- opens in a new window or tab. Delivery times may vary, especially during peak periods."
That's simply not the case. A user can enter their own postal code and instead of getting a delivery estimate of one business day, they see the generic answer. And a buyer form Nunavut can enter their postal code and instead of seeing the true Canada Post delivery standard of 13 business days, see only that it will take one to seven.
As a seller who ships same-day to many buyers in Canada, I pride myself on speedy delivery. I can't meet the expectations being falsely set in some cases, and far exceed them in others.
Canadian buyers deserve accurate delivery standards as they shop here.
Oh, and welcome back.
Hi @momcqueen - thanks for the welcome, it's nice to be back in the swing of things.
As to your concern about estimated delivery dates, I don't have a ready answer for you - I wasn't aware the disparity could be so large. If you will send me a few example listings and Post codes to use as examples I will get it submitted as a potential technical issue and keep you posted on what I hear back. If it's determined to be 'working as designed' I will submit a change request along the same vein.
@musicyouneed wrote:
I would like to know what can we do about a buyer that states that their items are located in Toronto Canada when they are in fact in the US. This is the thread.
http://community.ebay.ca/t5/Buyer-Central/Item-Location-Misrepresentation-Help/m-p/380532#M35084
This seller has received numerous feedback from buyers both negative and neutral regarding not being in Canada. Buyers are purchasing from this seller specifically because they are in Canada and do not have to pay duty.
I can send you the sellers name but this is some of the feedback they received regarding location.
Hi @musicyouneed - as you know misrepresenting an item's location is not in keeping with our policies, so thanks for bringing this to my attention. If you'll PM me additional information I can make sure that the 'report this item' reports are routing to the right team. Thanks!
@thewoodguy1 wrote:
Hello Tyler,
I would like ebay to remove the 'Collectible/Fashion Only' restrictions from the 250 auction listings that are part of the basic store subscription.
Why is that the folks who sell 'Collectibles/Fashions get a better value for their store subscription dollar than the rest of us? Why does eBay have to play favorites? Ebay gets just as much FVF from my sales dollar as the 'Collectible/Fashion' vendors. The current situation grants financial advantage to the 'Collectible/Fashion' group and not the rest of us? Why?
Ebay sends out the free auction listing promotions (some have restrictions, some do not) every now and then. For myself, these impromptu listing offers are very hard to plan around. Rarely can I take full advantage of them. To look at it differently, if ebay would just make it fair for everybody and remove the restrictions on the basic store auction listings it would make it so much better for the sellers to do better planning and increase the number of listing per month.
If there is a legitimate reason for giving one group preferential treatment please explain it to me so that I may understand.
This bee has buzzing around in my bonnet since the first day. The 500 basic stores listing should be open to all without any weasel clauses.
My 2 common sense coins,
FAR
Hi @thewoodguy1 - I can see your frustration, and it's a fair question. The decision to allocate those insertion fees to collectibles and fashion was made specifically with the idea that those categories utilize auctions more than other categories.
You are still able to run auctions in the categories of your choosing, and as long as they end with a winning bidder your insertion fee is credited back.
@dutchman48 wrote:
Will Seller Hub be able to handle multiple selling accounts (ID's) and selling on multiple Ebay sites; say Canada and the US using 3 ID's?
What if a country does not have Seller Hub?
If Seller Hub can't handle this, maybe they should maintain Turbo Lister as it can.
It would be a real disadvantage to all sellers using multiple ID's and sites if Seller Hub won't do it
Hi @dutchman48 - Seller Hub is tied to the site it's on (.com, .co.UK, etc). So if I'm understanding your question correctly, no, it will not have the functionality you're looking for.
If you have Turbo Lister you can continue to use it for the time being, while we all wait for the roll out of Seller Hub's similar functionality. Good call out!
@sylviebee wrote:
I’m having an ongoing issue with the coupon for eBay Shipping Supplies.
My coupon is for C$70, but when I try to spend it and my total is less than $70 I’m still charged extra by the system.
That is: My total might be C$65, but I’m charged the full $70 plus a few more dollars out of my PP account.
I think it might have something to do with the rate of exchange but that’s just purely a guess.
I tried to take this up with the Americans running the site we buy from, but they have no idea what I’m talking about because they can’t see these extra charges at their end.
However, PP is able to see the discrepancy and last time they took care of it for me and refunded the overpayment, but I don’ want to go through the headache of explaining all that again.
Last time I spent way to much time trying to get if corrected and so I’m really miffed to see the same thing is happening again with the most recent coupon.
Can you help fix the problem?
Hi @sylviebee - It could be the exchange rate, but I'd like to take a closer look. Will you send me a private message with more details of the transaction (item number, etc) so I can see what I can find out? Thanks!
@lady.stark wrote:
On July 12, I asked this question:
On my dashboard, the number of transactions for "Late shipment rate" is different than all the other sections... why?
Tyler replied:
I'm not certain why that would be off the top of my head - will you send me a PM so I can take a look at this in more detail?
-------------------------------------------------------------------------------------------
I wrote you in private - twice - but never got an answer....
Hi @lady.stark - I'm so sorry, I never received a message from you on or around the 12th! The last message I got from you was last week on the 24th, while I was at eBay Open. I'll make sure you get a response within the week. Thanks!
@gwrocen wrote:
We received an email message from eBay on July 26.It appears that we are about to lose our TRS status because lately we failedto upload a tracking number for 5 items – 5 out of 21 to be exact.These were Letters and Small Packets for which tracking numbers are NEVER availableand were mailed to buyers in the USA and, as a result, we are told,“you have fallen behind on tracking upload goals set for all Top Rated Sellersin the US region”. (quote from the message)For example - we sold a $5.00 paper item and shipping was $3.00 (lettermail) to California.How odd that when given the choice, the buyer refused to upgrade to shipping with a tracking numberby paying for other services where tracking is available such asRegistered Mail which is available from Canada Post (only via Xpresspost USA service)at a cost of $24.92 or by Tracked Packet at $18.00 or by Expedited Parcel at $21.00.The situation was similar for the 4 other items we shipped by lettermail and Small Packetthat is bringing us to losing TRS.Two questions:With the above in mind, how can we avoid losing our TRS status after 19 years on eBayand thousands of sales because we did not upload 5 tracking numberswhich are not available from Canada Post for the CHEAPER shipping serviceswhich the buyers seem to prefer? How can we provide a tracking numberwhen one cannot be purchased for the shipping service the buyer is willing to pay for?AND -Why are we considered to be in the US region even though we are in Canada? (see quote above)How did that affect our TRS and the pending loss of same?
Hi @gwrocen - without being able to take a look specifically at your account I'm not able to give you exact recommendations on how to avoid losing the status (if you send me a PM I'll see what suggestions I can make).
When it comes to the standards overall, our standards for getting the badge are set (http://pages.ebay.ca/help/sell/top-rated.html), and tracking is one of those.
With regards to your second question we have a US program, and a Global program, but not one specific for eBay Canada, which is why you'd get that messaging. Again, happy to take a look if you'll PM me more information!
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