Hello everyone,
Welcome to our weekly session. I'll be around for most of the day.
Here are the issues I'm currently tracking:
- Hard block on non compliant images only on relist/sell similar
-
Missing Tracked Packet destinations
- Odd missing gallery picture in search results
Updates:
- SYI: Form resets IS when switching currencies. - Problem identified, Dev team is working on a fix
- SYI: Form resets IS when trying to update handling cost - Problem partially solved. Complete fix upcoming
- Sold items going into Unsold container in Turbo Lister - TL team has been unable to reproduce the issue on the current version
- Safari browser SYI exhibiting erratic behaviour when trying to select text in description in Revise - under investigation
Good morning Raphael
For decades I had an eBay store. It had been opened on eBay.com and my monthly fees were billed in US$ of course. The store was closed last November.
If I were to re-open the store (I am not suggesting I will, simply inquiring) on eBay.ca instead of eBay.com (so I can save on fees), could I keep the same store name I had previously? Would the store categories remain the same?
@pierrelebel wrote:
Good morning Raphael
For decades I had an eBay store. It had been opened on eBay.com and my monthly fees were billed in US$ of course. The store was closed last November.
If I were to re-open the store (I am not suggesting I will, simply inquiring) on eBay.ca instead of eBay.com (so I can save on fees), could I keep the same store name I had previously? Would the store categories remain the same?
Hi Pierre,
Good question. For the store name, unless someone else grabbed it while you let go of it then you should be fine with using the same one you had before. The part I'm unsure about is the custom settings you had. I think those are kept in the system for a while but I don't know for how long and I don't know whether it would automatically transfer to another site.
If you'd like to see for yourself, I could arrange for a test. Let me know.
OK, let's try this again (both screen shots):
From Dec. 28th:
... and from today:
@rose-dee wrote:
Hi Raphael,
I have a concern about an ongoing problem that has been mentioned by other sellers -- disappearing Gallery photos. I've tracked one in particular that has been missing, on and off, for the past 2 months (I didn't capture screen shots prior to Dec. 28th, but it was happening earlier). I'm attaching the screen shots here, taken on Dec. 28th and Jan. 27th (today), respectively. I'm sorry, but this seems really bad to me, and even worse that eBay evidently has not yet solved the problem. Please understand me, it's not this one item especially that is the point, but the fact that this problem still exists.
A "workaround" or temporary fix might be helpful for the moment if you can suggest one, but I'd like to know why this keeps happening, what eBay is doing about it, and some reasonably certain date of when it will be remedied. How can I sell if buyers can't see the item?
******* I tried to insert an image here using the button on the panel above, but it won't allow me to "browse" through my computer to get the image. I'll try using the "Attachments" option below, but it seems I only get 1 .jpg file at a time that way. Oh how I wish things would just work. ********
Hi rose-dee,
That's a weird one. The previous issue for missing gallery images had been resolved I think. This one however is different because clearly the site reads the image but the search page does not. Plus it's only on this one item (all the rest of yours are OK).
I have flagged this with the appropriate team and added it to my list. Thanks for reporting.
@rose-dee wrote:
Hi Raphael,
I have a concern about an ongoing problem that has been mentioned by other sellers -- disappearing Gallery photos. I've tracked one in particular that has been missing, on and off, for the past 2 months (I didn't capture screen shots prior to Dec. 28th, but it was happening earlier). I'm attaching the screen shots here, taken on Dec. 28th and Jan. 27th (today), respectively. I'm sorry, but this seems really bad to me, and even worse that eBay evidently has not yet solved the problem. Please understand me, it's not this one item especially that is the point, but the fact that this problem still exists.
A "workaround" or temporary fix might be helpful for the moment if you can suggest one, but I'd like to know why this keeps happening, what eBay is doing about it, and some reasonably certain date of when it will be remedied. How can I sell if buyers can't see the item?
******* I tried to insert an image here using the button on the panel above, but it won't allow me to "browse" through my computer to get the image. I'll try using the "Attachments" option below, but it seems I only get 1 .jpg file at a time that way. Oh how I wish things would just work. ********
Here is the reply I got regarding the gallery image:
The listing example you provided was originally created in 2012. When listings are so long lived it often occurs that the original gallery image used becomes no longer available. Often the simple solution is to revise the listing, remove the photo that was previously the gallery image, and then re-upload the photo and choose the option to display it as the gallery image. Alternatively the seller can opt to use another photo as the gallery image. This revision should prompt a refresh of the gallery image URL which can take up to 24 hours.
@kishytech wrote:
Good afternoon Raphael,
I'm sure this isn't the right place to do this, but I'm pulling my hair out trying to find contact information to report what appears to be a bug with retrieving tracking information from a specific carrier (Japan Post).
Is there a web form or email address I can use to report this?
Much appreciated...
Hello kishytech,
As far as I know Japan Post tracking numbers are not recognized by eBay, so for sure the tracking data won't show on the site. The seller would have to send you the tracking number and you would have to track it directly from the Japan Post or Canada Post websites.
That said, can you explain in more detail what you mean by "a bug with retrieving tracking information" and include a reference to the transaction or item you are talking about? Thanks!
@rose-dee wrote:
I know you don't want to hear from me anymore on the "cart disconnect" issue, but I'd ask you to read this seller's very cogent remarks -- Post #13 in this thread:
http://community.ebay.ca/t5/Seller-Central/help-with-multi-order/m-p/323949#M54323
Clearly I'm not the only one who believes that checkout problems are a fundamental and extremely serious issue, even if it affects only a small percentage of eBay's market (Canadian sellers).
The point is that it affects potentially a large number of .com buyers who attempt to buy from Canadians. How many of those who try to buy more than 1 item at once and find they can't will simply give up and either (a) never try buying from that particular Canadian seller again; (b) never try buying from a Canadian eBay seller again; or (c) never buy from eBay again? Does eBay even know or care?
The thinking (or lack thereof) behind this still completely baffles me.
Obviously enough has been said about this so I will only say this: despite the fact that everyone here agrees that the issue is a monstrous one for anyone affected, the author of the post you shared is 100% wrong when they say "this is a trivial issue to solve unless for some reason they are having daily code changes on the carts and changing data fields." If it were, we'd have been able to remedy this a very long time ago. To insinuate that we are leaving this as is completely by design is ludicrous.
@rose-dee wrote:
I have a question that has come up recently regarding the soon to be introduced on-time delivery standards.
If a parcel is sent without tracking, and the buyer replies "No" to the on-time delivery question (either in error or maliciously) before the estimated delivery date stated by eBay, will that "No" reply be counted against the seller? In other words, if the buyer's "No" response is premature, will it be counted?
I seem to recall that you dealt with this particular question quite a while ago, but I can't find the exact reference. I'd appreciate your responding again to clarify.
By the way, I assume a buyer only gets one opportunity to respond to the On-Time Delivery question, i.e. no revisions or do-overs?
A buyer can reply no to the on time delivery question before the estimated delivery date has passed, but it will be ignored in the calculation of the seller's metric.
On the second point, you are correct: the response is not revisable.
@rose-dee wrote:
raphael@ebay.com wrote:
Here is the reply I got regarding the gallery image:
The listing example you provided was originally created in 2012. When listings are so long lived it often occurs that the original gallery image used becomes no longer available. Often the simple solution is to revise the listing, remove the photo that was previously the gallery image, and then re-upload the photo and choose the option to display it as the gallery image. Alternatively the seller can opt to use another photo as the gallery image. This revision should prompt a refresh of the gallery image URL which can take up to 24 hours.
LOL. Tells you how bad things have been sales-wise in my neck of the woods. OK, thanks Raphael, I'll give this a try (hopefully I still have the original image). Actually, I think I'll try the second option first to see if that works.
You can use the same image, just download it from the listing first. 🙂
@kishytech wrote:
raphael@ebay.com wrote:
@kishytech wrote:
Good afternoon Raphael,
I'm sure this isn't the right place to do this, but I'm pulling my hair out trying to find contact information to report what appears to be a bug with retrieving tracking information from a specific carrier (Japan Post).
Is there a web form or email address I can use to report this?
Much appreciated...
Hello kishytech,
As far as I know Japan Post tracking numbers are not recognized by eBay, so for sure the tracking data won't show on the site. The seller would have to send you the tracking number and you would have to track it directly from the Japan Post or Canada Post websites.
That said, can you explain in more detail what you mean by "a bug with retrieving tracking information" and include a reference to the transaction or item you are talking about? Thanks!
Thanks for the reply. Interesting to know it's considered not supported - the tracking 'frame' displays as if it's still waiting for an update, rather than that none will ever display. It is for that reason (the way it displays) that I'd call it a bug...
Attaching screenshots of what eBay is displaying, and what Japan Post's website is displaying. In the event Japan Post's tracking cannot be feasibly integrated into eBay's tracking display, displaying something to that effect may be beneficial, perhaps also linking to the Japan Post site (even if only the homepage).
Sorry I should have been more clear.
Any tracking number from any carrier can be added to a shipped item in My eBay. When I say not integrated I mean that the eBay site doesn't read Japan Post tracking data and that the scans won't appear there. When that's the case, we usually do put a link to the carrier's website but I'm not sure that works for Japan Post (it does for Canada Post, USPS, DHL, etc.).
In this case you are right the messaging could be much better. I'll tell the shipping team about it.
