Hello everyone,
Welcome to our weekly chat. This week, the thread will remain open until tomorrow as usual.
Open issues:
- Browse pages and Search pages showing different results for same category
- "Apply my Combined Shipping Discounts" option unavailable on Revise
- Incomplete ID History
- Link to Community located on Feedback page points to eBay.com
- Some Search pages show watchers, some don't
- Items missing from combined invoice
- Request Total unavailable
Updates:
- Search results page shows shipping costs inconsistent with what's on the item pages - Shipping team working to fix
- Shipping Calculator returning erroneous rates - Report sent to Pitney Bowes and Canada Post for investigation
- RESOLVED - Economy Shipping from Outside the US giving wrong EDDs (7-14 biz days instead of 11-23)
- Selling limits live items count discrepancy - We are investigating further.
- Missing Tracked Packet destinations - still no update from PayPal and Pitney Bowes
- Combined shipping offers not shown to international buyers - ticket open
If anything is missing, please let me know. Thanks!
Congratulations Raphael! The new team will be fortunate to have you. You've been so helpful, and so patient, and you've always made it easy for us to ask questions without being made to feel foolish. You'll be missed.
I have one question. For those of us who are registered on .ca but list on .com, either exclusively or on both, are we no longer eligible to receive promotions for listings on .com? Many sellers, including myself, have not received other than .ca promotions for many months and, while I don't like to kick a gift-horse in the mouth, I have very few items listed on .ca. I keep thinking .... maybe the next one, or the next one. If I knew for sure that we were to be forever excluded, I can stop being hopeful 
Thanks Raphael.
Hi Raphael, Congratulations on your new job and new place to work. Good luck to you.
On shipping, I would like to see economy shipping for other areas besides Canada. I use it for Canada but would like to use it for international and US.
@ryan.oneill wrote:
Hello, I was told to submit this here for help.
A month ago I noticed that my store fees were being charged in US dollars. I called customer service and asked if the store fee was supposed to be $59.99 US or $59.99 CDN since I stay exclusively on .ca. She said she would get back to me and the next day she sent me an email saying I was subscribed to a .com store and needed to be subscribed to a ca store to be charged $59.99 CDN.
I was given instructions on how to close the .com store and a link to reopen the store on.ca. I was promised that the early termination fees which were over $300 after the conversion from US to CDN would be credited. So I closed the store as per her instructions and the link took me right back to the default .com store. I have never been able to open a store on .ca as I am always automatically defaulted to .com. I needed my store open so I hit the button to reverse the store closure and I was back where I started.
I saw the high amount on my new charges to date so I emailed customer service and received a message from another representative saying the early termination fees would of course be credited, but they could not do that until the invoice was generated. I called a customer representative after reading this and was transferred to a billing supervisor and she told me the same thing, wait until the invoice is generated and she has put in the request for a credit already
Last Friday my invoice came in and the $314 for termination fees were on it. I called on Friday and spoke to another representative, was given a service request number, and was told the credit would be processed and someone would contact me on Monday. Nobody contacted me so I called and was told that the credit has not been requested. I asked to be passed on to another billing supervisor and was told that the credit was not requested but she would do it. Another promise was given that I would be contacted today. I do not know if this is true or not. She also informed me that the initial information I was given was wrong and it does not matter if my store is subscribed to .com or .ca, it it $59.99 US either way. I do not know if that is true or not.
In total I have 2 emails from Ebay instructing me to close the store and promising me a credit for the early termination fees, and I have talked to several representatives on the phone who all said the credit is being processed yet it still has not. While I was talking to these representatives they could see the initial email instructing me to close the store and reopen it so they know this was not my idea and my store was closed for less than a minute so obviously they can see it was never terminated.
Yet a month later I still have a fraudulent charge of $314 for early termination fees that has yet to be credited. How much misdirection and false promises are allowed before Ebay makes a very simple credit to eliminate a fee that I should have never been charged for in the first place?
Hi ryan.oneill,
Sorry that you're being put through this. I'll rectify your fees, I promise. But first, let me address a few things.
The reason why you were being charged in USD for your store subscription was that the store was opened on eBay.com. There is no other way that this would happen. So the teammate who told you your store was open on eBay.com and that you need to close it and reopen from eBay.ca was correct. It isn't true that stores are charged in USD no matter what site you open them on. Stores subscription fees are always in the same currency as the site they are opened on.
Also, when you opt to pay a lower yearly price for your store fees, that comes with cancellation fees if you end your subscription before the year is over. I just want to call caution with calling these fees fraudulent. They are not fraudulent, in fact, you agreed to these terms when you chose the yearly commitment when you subscribed to your store.
Now, with that being said, I looked at your account credit history and see that you have been credited for the early cancellation fee already, on Nov 1st. The line item on your invoice should read "eBay Stores Featured Subscription Fee Cancellation Credit". So I'm sorry but I can't credit that again.
I don't want to get into more details regarding your fees and credits on a public forum, so please get in touch with me by email at raphael@ebay.com and include details on which parts of your invoice you are disputing, if you can attach an annotated copy of your invoice it would greatly help. We can continue this privately. Thanks.
@msmaggie060 wrote:
Hi Raphael, sorry to hear you'll be leaving us but I bet the weather will be nicer in San Jose!
i sent you two emails last week in response to requests from you re my two questions i asked in last weeks chat session. Did you have any chance to read them yet or any answers for me? If not, will you please pass them on to your successor. Thank you.
Hi msmaggie060,
Thanks for your kind words! Yes the weather is a bit better in California 🙂
I have investigated on your issue with the AU buyer who said they saw a message that said you don't combine shipping. I have tried in many different ways to purchase items from you from their account and nowhere have I seen such a message. I think there might have been a bit of confusion there, it's hard to tell, but as far as I can see there isn't an issue here.
@rose-dee wrote:
I knew there had to be one more question...
This may put you on the spot, but can you confirm whether the currency of a listing (e.g. $USD or $CDN) has any relation to visibility. In other words, is currency considered in the mix that eBay algorithms use to display listings to buyers?
(Another concern in my dilemma of whether to return to listing on .ca).
Hi rose-dee,
As far as I know, listing currency, in itself, is not a factor in Best Match ranking. I have to say "as far as I know" for the reasons I mentioned in earlier posts, that Best Match is complicated enough that not one single person can claim to fully understand how it works (that's an inside running gag of course, but there is a bit of truth to it).
@i.am.vivian wrote:
Hi,
I have a question about eBay's delivery estimate dates as seen from the buyer's perspective after they've paid. I am not sure if this really belongs on Board Hour or not but it is a "sort of" eBay issue.
I am wondering if what this person says is true:
If it is true that some sellers can change the official dates posted by eBay and make up longer ones or add them in elsewhere to fool people, I am wondering why eBay would facilitate that. Most things have a reason even if we don't always agree with it, but I don't understand why this would be. This here is exactly what sellers will do. They will greatly increase their dates to delay buyers so that it is too late to file a claim.
If what that other person says is true it will alter the way people respond to questions relating to eBay's dates. It would mean eBay has opened up a gaping hole for unscrupulous sellers to use to avoid legitimate claims for items that are not sent.
Can you offer an opinion on this?
Hi i.am.vivian,
The only way a seller can change the EDDs on their listings is by adding days to their handling time. Beyond that, the system calculates the EDDs based on item and buyer location + the shipping service selected.
@silverpinups wrote:
Hi Raphael,
Happy Trails and just in time as Winter starts to settle in.....
There's been an issue with my Seller Dashboard Summary not showing that I received my TRS Discount.
I know it's possibly a temporary glitch but it's been that way for over a week now...
Good Luck!!
Derrick
Hi Derrick,
Thank you!
The TRS discounts that were missed on the Nov 15 invoice should all have been adjusted now. Emails were sent to the impacted sellers, if you haven't seen it please check your junk mail and your eBay Messages.
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