eBay

raphael@ebay.com · ‎06-29-2016

Hello everyone,

Welcome to our weekly chat. The thread will remain open for the next 24 hours or so, go ahead and post at your convenience.

Open issues:

Errors when uploading more than one tracking number at a time (repeated, erroneous numbers saved)
Request Total unavailable

Updates:

Printer friendly Order Details page missing items - Resolved - fix rolled out or to roll out soon.
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!

pierrelebel · ‎06-29-2016

Good morning.

Last week (post #41) in answer to a question about negative feedback left by unhappy buyers due to the postal strike you wrote:

"Since negative feedback doesn't bear any effect on a seller's performance rating anymore, we wouldn't remove those as part of the seller protection in case of a postal disruption. I understand that receiving negative feedback can be upsetting, but now more than ever before it is nothing but an expression of the buyer's opinion, whether it is founded or not. If a buyer was to leave a seller negative feedback because of longer than normal shipping delays due to a postal disruption, despite eBay's and the seller's best efforts to warn the buyer about it, the seller's best response would be to post a reply to explain why there was a delay and so that other buyers can see that the negative feedback was unfounded in the first place."

That was very clear to me and most readers.

Later (post #57) you wrote:

"I'm not saying that feedback won't be removable under these circumstances, all I was commenting on were our proactive efforts, which as of now only cover defects and not feedback. I'll check with a colleague who specializes in defect removal (what used to be feedback removal is now tucked under the defect removal umbrella) and see if the removal rules you mentioned can apply in your example."

Now I am confused.

Could you please state in black and white if eBay will or will not remove negative feedback posted by unhappy buyers as a result of delay in shipping or transit caused by a Canada Post strike or lock-out?

Yes or no - a "maybe" is simply not acceptable to Canadian sellers.

raphael@ebay.com · ‎06-29-2016

@pierrelebel wrote:

Good morning.

@Last week (post #41) in answer to a question about negative feedback left by unhappy buyers due to the postal strike you wrote:

"Since negative feedback doesn't bear any effect on a seller's performance rating anymore, we wouldn't remove those as part of the seller protection in case of a postal disruption. I understand that receiving negative feedback can be upsetting, but now more than ever before it is nothing but an expression of the buyer's opinion, whether it is founded or not. If a buyer was to leave a seller negative feedback because of longer than normal shipping delays due to a postal disruption, despite eBay's and the seller's best efforts to warn the buyer about it, the seller's best response would be to post a reply to explain why there was a delay and so that other buyers can see that the negative feedback was unfounded in the first place."

That was very clear to me and most readers.

@Later (post #57) you wrote:

"I'm not saying that feedback won't be removable under these circumstances, all I was commenting on were our proactive efforts, which as of now only cover defects and not feedback. I'll check with a colleague who specializes in defect removal (what used to be feedback removal is now tucked under the defect removal umbrella) and see if the removal rules you mentioned can apply in your example."

Now I am confused.

Could you please state in black and white if eBay will or will not remove negative feedback posted by unhappy buyers as a result of delay in shipping or transit caused by a Canada Post strike or lock-out?

Yes or no - a "maybe" is simply not acceptable to Canadian sellers.

Hi Pierre,

Last week our planning wasn't complete yet, hence I couldn't tell for sure what we would or wouldn't do and at the time, we hadn't covered the part about feedback, so all I could say was that we had no plans made on that yet. Sorry for the confusion.

Yes, feedback resulting from shipping delays caused by the Canada Post work disruption will be removed.

We have a full announcement coming later today that will outline this and the rest of our efforts in response to the possible Canada Post work disruption.

rose-dee · ‎06-29-2016

Hello Raphael - Were you able to look into the issue I mentioned at last week's session (see Post #50) concerning the inability of buyers to request a total from a seller when checking out?

As I mentioned, this happened both to a buyer of mine and to me personally, on different days (and obviously, completely different items).

If this has not yet been resolved, or is on someone's to-do list to investigate, could you please add it your weekly list of issues.

Although this seems like a minor problem, I am very concerned that buyers may back out of a proposed transaction because they can't request a combined shipping cost.

Thank you.

pierrelebel · ‎06-29-2016

Thank you for your reply.

"We have a full announcement coming later today"

Today is Wednesday June 29th, two business days before a possible postal strike.

Most Canadian sellers who know what they are doing have already made a decision to close their store or stay open.

Don't you think it is a bit late for eBay-Canada to finally come and advise Canadian sellers of the "protection" offered to them in case of a strike.

It was known months ago that July 2nd was coming. Why did eBay-Canada not take steps several weeks ago - well in advance of the strike deadline - to set up policies applicable to Canadian sellers? and advise sellers accordingly?

I could write a book on the subject but I will keep my comment to a few words everyone - including the folks at eBay - can understand

Your timing sucks

raphael@ebay.com · ‎06-29-2016

@rose-dee wrote:

Hello Raphael - Were you able to look into the issue I mentioned at last week's session (see Post #50) concerning the inability of buyers to request a total from a seller when checking out?

As I mentioned, this happened both to a buyer of mine and to me personally, on different days (and obviously, completely different items).

If this has not yet been resolved, or is on someone's to-do list to investigate, could you please add it your weekly list of issues.

Although this seems like a minor problem, I am very concerned that buyers may back out of a proposed transaction because they can't request a combined shipping cost.

Thank you.

Hi rose-dee,

I did alert the checkout team last week, and I have added it to my list in today's opening post. Thanks fro the reminder.

rose-dee · ‎06-29-2016

raphael@ebay.com wrote:

Yes, feedback resulting from shipping delays caused by the Canada Post work disruption will be removed.

We have a full announcement coming later today that will outline this and the rest of our efforts in response to the possible Canada Post work disruption.

I see that announcement is already up. This will be good news for those sellers who choose to remain open, albeit (as Pierre mentioned) very late. But there are additional issues around the postal strike:

1) Will eBay still permit a buyer to open an INR or INAD claim. If so, how would refunds be handled for the latter type, considering the buyer would not be able to return the item to a Canadian seller?

2) Would the defect resulting from the claim itself be removed (in both cases), as well as the negative FB (if left by the buyer), particularly since an unresolved INAD claim would be directly due to the postal strike?

3) This question is on a slightly different subject, and one which will impact nearly all Canadian sellers, whether they remain open or not. It's clear that business will either grind to a halt entirely or slow down drastically during the strike for most sellers. Only buyers willing to pay high shipping costs (for courier delivery), or buyers purchasing from Canadian sellers lucky enough to have alternative access to USPS or other delivery services will be able to purchase from Canadian sellers who remain open.

So my question is this: as helpful as the announcement about removal of negative FB may be, does eBay have any plans to protect Canadian sellers' status on eBay as a result of this strike?

Specifically, will we be given a grace period equal to the length of the strike -- whatever that might end up being -- where our Global, US, and US-Plus TRS and Power Seller standings will not be affected? Since the strike is no fault of ours, can you give Canadian sellers that assurance?

Otherwise, eBay might as well say that the entire Canadian seller base is going to be downgraded. How would that help to mitigate the effects of this strike for eBay and help sellers recover their sales levels?

rose-dee · ‎06-29-2016

raphael@ebay.com wrote:

Updates:
Printer friendly Order Details page missing items - Resolved - fix rolled out or to roll out soon.
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

Thank you for looking into the issue I brought up, but based on the wording above, I think you've misunderstood what the problem was that I reported.

The issue is not that combined shipping offers aren't shown (or visible to) international buyers. The issue is that for situations where a buyer intends to purchase, say 2 or 3 items and an automated shipping discount is not in place by the seller, it appears that the "Request Total from Seller" link is not available to them. They get a message saying something to the effect of: "This seller does not offer combined shipping discounts".

This is wrong. This isn't how the checkout system used to work for years. Something has been altered, and I'm not sure exactly what.

So the problem is that the "Request Total from Seller" button (which is shown on the checkout screen, before the buyer has paid) leads nowhere now, for some unknown reason. In my own case (as a buyer purchasing from a U.K. seller), and in my U.S. buyer's case (purchasing from me) the "Request Total" button led to a dead-end.

I certainly hope this isn't yet another permanent mess that's been created by eBay in the checkout system.

weaversofspeech · ‎06-29-2016

"Yes, feedback resulting from shipping delays caused by the Canada Post work disruption will be removed."

great but most likely you will still have an upset customer who most likely will not deal with you again

goes against what many are trying to achieve here --------- Repeat and satisfied Customers

it's not ebays fault there may be a strike but can't believe ebay is encouraging one to continue listing during this time

I'm like others who are not listing til this conflict is resolved

very inconveniant having to do so but I will not set myself up to potentially having upset people that could cost me down the road

I have one customer right now that wants me to relist a We are corresponding right now

I have offered to hold the item and relist after this is over

He's agreed

Told him no way I will chance doing this now and have the item he wants tied up in transit

may have others want the same thing some may agree others will just move on

to me it's the right thing to do

weavers

theodoreides · ‎06-29-2016

Updates:

Printer friendly Order Details page missing items - Resolved - fix rolled out or to roll out soon.

FYI: This fix has not yet been rolled out.

Not sure why you don't know the actual status...

rose-dee · ‎06-29-2016

I agree with 'weaversofspeech's thoughts, and for the same reasons. How do you entice a buyer back who has an unhappy experience with a Canadian seller during the strike, and has left negative FB, whether that FB is removed or not?

In the long run, not just for the next few weeks, how does encouraging sellers to stay open help eBay and its Canadian sellers at all (aside from some extra fee income)? Convince me of this, and I might consider staying open. This "recommendation" by eBay seems to me to be reckless and ill-conceived; one might even say a direct disservice to sellers in order to ensure eBay's cash flow continues, albeit diminished.

I suspect someone in San Jose panicked when advised the postal strike seemed likely to happen in Canada, and all they were thinking about was "how do we keep the fees flowing for the next few weeks". EBay HQ rarely seems to project their thinking beyond next month, even when it is in its own longer term interests to do so (i.e to keep buyers happy and coming back for more).

pjcdn2005 · ‎06-29-2016

@rose-dee wrote:
raphael@ebay.com wrote:

Updates:
Printer friendly Order Details page missing items - Resolved - fix rolled out or to roll out soon.
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

Thank you for looking into the issue I brought up, but based on the wording above, I think you've misunderstood what the problem was that I reported.

The issue is not that combined shipping offers aren't shown (or visible to) international buyers. The issue is that for situations where a buyer intends to purchase, say 2 or 3 items and an automated shipping discount is not in place by the seller, it appears that the "Request Total from Seller" link is not available to them. They get a message saying something to the effect of: "This seller does not offer combined shipping discounts".

This is wrong. This isn't how the checkout system used to work for years. Something has been altered, and I'm not sure exactly what.

So the problem is that the "Request Total from Seller" button (which is shown on the checkout screen, before the buyer has paid) leads nowhere now, for some unknown reason. In my own case (as a buyer purchasing from a U.K. seller), and in my U.S. buyer's case (purchasing from me) the "Request Total" button led to a dead-end.

I certainly hope this isn't yet another permanent mess that's been created by eBay in the checkout system.

I had the same thing happen with a Canadian buyer a few months ago. He was trying to purchase multiple items which were listed on .ca and was using the .ca cart. There have also been numerous posts for months about the same problem on the .com boards so it is a system wide problem that only happens occasionally.

dutchman48 · ‎06-29-2016

@rose-dee wrote:
raphael@ebay.com wrote:
Yes, feedback resulting from shipping delays caused by the Canada Post work disruption will be removed.
We have a full announcement coming later today that will outline this and the rest of our efforts in response to the possible Canada Post work disruption.
I see that announcement is already up. This will be good news for those sellers who choose to remain open, albeit (as Pierre mentioned) very late. But there are additional issues around the postal strike:

1) Will eBay still permit a buyer to open an INR or INAD claim. If so, how would refunds be handled for the latter type, considering the buyer would not be able to return the item to a Canadian seller?

2) Would the defect resulting from the claim itself be removed (in both cases), as well as the negative FB (if left by the buyer), particularly since an unresolved INAD claim would be directly due to the postal strike?

3) This question is on a slightly different subject, and one which will impact nearly all Canadian sellers, whether they remain open or not. It's clear that business will either grind to a halt entirely or slow down drastically during the strike for most sellers. Only buyers willing to pay high shipping costs (for courier delivery), or buyers purchasing from Canadian sellers lucky enough to have alternative access to USPS or other delivery services will be able to purchase from Canadian sellers who remain open.

So my question is this: as helpful as the announcement about removal of negative FB may be, does eBay have any plans to protect Canadian sellers' status on eBay as a result of this strike?

Specifically, will we be given a grace period equal to the length of the strike -- whatever that might end up being -- where our Global, US, and US-Plus TRS and Power Seller standings will not be affected? Since the strike is no fault of ours, can you give Canadian sellers that assurance?

Otherwise, eBay might as well say that the entire Canadian seller base is going to be downgraded. How would that help to mitigate the effects of this strike for eBay and help sellers recover their sales levels?

The last message I see posted is from June 24, which was the old one. Nothing yet today!

rose-dee · ‎06-29-2016

@dutchman48 wrote:
The last message I see posted is from June 24, which was the old one. Nothing yet today!

Yes, you're right -- the one I was looking at contained wording about removal of defects (which Raphael indicated now also covers FB), so I thought it was the update, since it says (my underlining):

Should such a labour disruption occur, eBay will ensure that sellers are not penalized for the delayed arrival of shipments originating or terminating in Canada: eBay will monitor and remove defects associated with shipping delays caused by the Canada Post disruption.

But I see that that announcement is dated June 21st, so there must still be another one coming on the subject of FB removal specifically. Very confusing to say the least. Too bad all of this couldn't have been settled by eBay a few weeks ago and properly set out in one announcement.

bunbar · ‎06-29-2016

I called ebay about combining shipping offers because it was only happening to about 20 percent of my buyers and they told me it was only happening to anyone purchasing with their phone instead of a computer. According to some buyers with this problem, they weren't using their phone but it doesn't happen to everyone so it can't be out settings

momcqueen · ‎06-29-2016

raphael@ebay.com wrote:
@pierrelebel wrote:
Good morning.

@Last week (post #41) in answer to a question about negative feedback left by unhappy buyers due to the postal strike you wrote:

"Since negative feedback doesn't bear any effect on a seller's performance rating anymore, we wouldn't remove those as part of the seller protection in case of a postal disruption. I understand that receiving negative feedback can be upsetting, but now more than ever before it is nothing but an expression of the buyer's opinion, whether it is founded or not. If a buyer was to leave a seller negative feedback because of longer than normal shipping delays due to a postal disruption, despite eBay's and the seller's best efforts to warn the buyer about it, the seller's best response would be to post a reply to explain why there was a delay and so that other buyers can see that the negative feedback was unfounded in the first place."

That was very clear to me and most readers.

@Later (post #57) you wrote:

"I'm not saying that feedback won't be removable under these circumstances, all I was commenting on were our proactive efforts, which as of now only cover defects and not feedback. I'll check with a colleague who specializes in defect removal (what used to be feedback removal is now tucked under the defect removal umbrella) and see if the removal rules you mentioned can apply in your example."

Now I am confused.

Could you please state in black and white if eBay will or will not remove negative feedback posted by unhappy buyers as a result of delay in shipping or transit caused by a Canada Post strike or lock-out?

Yes or no - a "maybe" is simply not acceptable to Canadian sellers.
Hi Pierre,

Last week our planning wasn't complete yet, hence I couldn't tell for sure what we would or wouldn't do and at the time, we hadn't covered the part about feedback, so all I could say was that we had no plans made on that yet. Sorry for the confusion.

Yes, feedback resulting from shipping delays caused by the Canada Post work disruption will be removed.

We have a full announcement coming later today that will outline this and the rest of our efforts in response to the possible Canada Post work disruption.

Thank you for the clarification on this, Raphael. It was a topic of much hot debate over the weekend. I look forward to the announcement later today. - Maureen

dutchman48 · ‎06-29-2016

When was the last time Ebay did anything to help sellers?

momcqueen · ‎06-29-2016

This is not a direct concern of mine, per se, but eBay Canada staff should be aware that sellers are having problems at checkout when using their store coupons for shipping supplies. Like, the value being undervalued or simply not accepted. For more information: http://community.ebay.ca/t5/Seller-Central/so-what-do-Canadians-do-with-there-supply-coupon/td-p/341...

momcqueen · ‎06-29-2016

@rose-dee wrote:
I agree with 'weaversofspeech's thoughts, and for the same reasons. How do you entice a buyer back who has an unhappy experience with a Canadian seller during the strike, and has left negative FB, whether that FB is removed or not?

In the long run, not just for the next few weeks, how does encouraging sellers to stay open help eBay and its Canadian sellers at all (aside from some extra fee income)? Convince me of this, and I might consider staying open. This "recommendation" by eBay seems to me to be reckless and ill-conceived; one might even say a direct disservice to sellers in order to ensure eBay's cash flow continues, albeit diminished.

I suspect someone in San Jose panicked when advised the postal strike seemed likely to happen in Canada, and all they were thinking about was "how do we keep the fees flowing for the next few weeks". EBay HQ rarely seems to project their thinking beyond next month, even when it is in its own longer term interests to do so (i.e to keep buyers happy and coming back for more).

Because rose-dee, not every seller depends exclusively on Canada Post.