Hello everyone,
Welcome to our weekly chat. The thread will remain open for most of the day this week.
Here are the issues I am currently tracking:
- UPC codes suddenly not recognized on live listings (mjwl2006)
And the issues for which I have had news:
- SYI form stripping weight value when switching currency - The team is working to figure out a solution to this.
- Full shipping FVF charged on combined orders with discounted shipping (dutchman48) - The billing team is investigating on this.
- SYI preventing relist and Sell Similar if the original listing had a non compliant photo (pierrelebel) - problem has been identified and work has begun.
Lastly, the eBay Canada office observed a moment of silence this morning at the 11th hour. We are thankful to our fallen soldiers for the liberty and freedom we all enjoy today. Lest we forget.
Good morning Raphael
A few days ago, on the “Selling on eBay” board I asked: “I would like you to take a moment and explain why that "by invitation" promotion to Canadian sellers is limited to ten days while a similar "by invitation" promotion to American sellers is valid for three months and limited to .com!
You answered ”Unfortunately I can't speak to why promos are managed the way they are. “
Quite frankly, and please do not take it personally, that “template” answer is not satisfactory.
For years “free listing” promotions offered by eBay.com (whether offered to all or by invitation) always offered sellers the option to list on eBay.ca – in addition to eBay.com – adjusting the eligible period for the three hour difference between Eastern and Pacific time.
This is a major shift in policy and we, Canadians, deserve to know why. Since you can’t speak about how promotions are managed, maybe you can ask Russ or Andrea to explain the new policy.
Re: eBay.ca recommends sellers list in Canadian dollars.
A seller wrote earlier today on the “Selling on eBay” board: “About 95% of my buyers are from the US, listing in Canadian dollars would not be good for me”
The subject has been covered previously but, unfortunately, many (most ?) Canadian sellers do not understand, believe or trust your answer. Many think eBay has not properly analyzed the effects of listing in Canadian dollars when dealing with American buyers.
Without revealing “trade secrets” could you, or someone knowledgeable with the issue, address this question in more details and provide convincing evidence to Canadian sellers that the recommendation of listing in Canadian dollars (instead of US dollars) will in fact benefit Canadian sellers.
@pierrelebel wrote:
Good morning Raphael
A few days ago, on the “Selling on eBay” board I asked: “I would like you to take a moment and explain why that "by invitation" promotion to Canadian sellers is limited to ten days while a similar "by invitation" promotion to American sellers is valid for three months and limited to .com!
You answered ”Unfortunately I can't speak to why promos are managed the way they are. “
Quite frankly, and please do not take it personally, that “template” answer is not satisfactory.
For years “free listing” promotions offered by eBay.com (whether offered to all or by invitation) always offered sellers the option to list on eBay.ca – in addition to eBay.com – adjusting the eligible period for the three hour difference between Eastern and Pacific time.
This is a major shift in policy and we, Canadians, deserve to know why. Since you can’t speak about how promotions are managed, maybe you can ask Russ or Andrea to explain the new policy.
Hello Pierre,
I have been discussing this with our promo team and here is what I was told.
- The current promos that are being compared on eBay.ca and eBay.com are not related. They are completely separate and targeted to completely different audiences (obviously since ours is only for listing in CAD).
- Both of these promos are one-offs that actually got scheduled very recently. Canadians were never supposed to be included in the currently running US promo (that one is a test promo like the US team runs from time to time).
- There are no plans to discontinue running CA-US promos. Those will still be scheduled when appropriate. Hence there are no "change in promo policy". The CA and US promo teams are just creating a wider array in the types of promos they offer.
I hope this helps clear things up a bit. 
raphael@ebay.com wrote:
@pierrelebel wrote:Good morning Raphael
A few days ago, on the “Selling on eBay” board I asked: “I would like you to take a moment and explain why that "by invitation" promotion to Canadian sellers is limited to ten days while a similar "by invitation" promotion to American sellers is valid for three months and limited to .com!
You answered ”Unfortunately I can't speak to why promos are managed the way they are. “
Quite frankly, and please do not take it personally, that “template” answer is not satisfactory.
For years “free listing” promotions offered by eBay.com (whether offered to all or by invitation) always offered sellers the option to list on eBay.ca – in addition to eBay.com – adjusting the eligible period for the three hour difference between Eastern and Pacific time.
This is a major shift in policy and we, Canadians, deserve to know why. Since you can’t speak about how promotions are managed, maybe you can ask Russ or Andrea to explain the new policy.
Hello Pierre,
I have been discussing this with our promo team and here is what I was told.
- The current promos that are being compared on eBay.ca and eBay.com are not related. They are completely separate and targeted to completely different audiences (obviously since ours is only for listing in CAD).
- Both of these promos are one-offs that actually got scheduled very recently. Canadians were never supposed to be included in the currently running US promo (that one is a test promo like the US team runs from time to time).
- There are no plans to discontinue running CA-US promos. Those will still be scheduled when appropriate. Hence there are no "change in promo policy". The CA and US promo teams are just creating a wider array in the types of promos they offer.
I hope this helps clear things up a bit.
As a quick note, I would like to wade in to say I love this promo and intend to use it to its fullest potential. I always list in CAD and it works for me, so it is a major bonus at a time in the month when at least half of my listings are ending. With a long-term Premium store subscription, I am always left with the uncomfortable question about what to do with the 300+ items for sale that go beyond my allotment of 'free' listings. This promo put to rest my worries at a time of the year when for me, a toy seller, can be focusing attentions elsewhere. So, thank you, ebay Canada! I have nothing to complain about on this topic. (For once, hah.)
@pierrelebel wrote:
Re: eBay.ca recommends sellers list in Canadian dollars.
A seller wrote earlier today on the “Selling on eBay” board: “About 95% of my buyers are from the US, listing in Canadian dollars would not be good for me”
The subject has been covered previously but, unfortunately, many (most ?) Canadian sellers do not understand, believe or trust your answer. Many think eBay has not properly analyzed the effects of listing in Canadian dollars when dealing with American buyers.
Without revealing “trade secrets” could you, or someone knowledgeable with the issue, address this question in more details and provide convincing evidence to Canadian sellers that the recommendation of listing in Canadian dollars (instead of US dollars) will in fact benefit Canadian sellers.
We realize that what we are saying represents a huge paradigm shift for many Canadian sellers whom had long adopted our older guidance that it was better to list in USD. We knew going in that it would take time to convince everyone about this. We really did run a thorough analysis of many scenarios and those results are already published in these pages, and we are confident that with time and appropriate reinforcement, more Canadian sellers will eventually loosen up to the idea and look at what we've been saying under a different light.
Even though I might not have any more convincing evidence than what we've already published, I can make a logic argument. Given that eBay, and eBay Canada in particular, can only do as well as our sellers do, we certainly wouldn't put actual money behind this if we didn't firmly believe it was the right thing to do. The promo currently running costs us real money in listing fees but we are 100% convinced that most sellers who will use it as an opportunity to test the CAD waters might just see a real benefit in adopting this as a new practice.
@mjwl2006 wrote:
Good morning,
Thank you for being here today.
My issue is with Canada Post Tracked Packet and a disconnection between ebay Caluculated Shipping, as well as Paypal Shipping. Before you tell me again that paypal shipping is, unfortunately nothing you can speak to since the ebay/paypal split, please hear me out. This is a two-fold (or more) problem.
I have discovered that Canada Post has quietly expanded the number of countries served by Tracked Packet. Cost of this postage service aside, this is good news for Canadian eBay sellers (and buyers) so I thought I'd share it on the boards.
The bad news is that neither eBay Calculated Shipping nor Paypal Shipping reflects these changes. It is impossible for a buyer to see Tracked Packet as a service option in an estimated 20 per cent these countries (Italy and Austria for example) and it is also impossible also to print that label through Paypal Shipping. It does not exist as a service option. One cannot print a label for any of the recently-added* destinations including but not limited to Portugal, Italy, Austria, Turkey et cetera.
When I call Paypal about this, they point the finger of blame directly at Canada Post.
A call to Canada Post yields exactly the same response but pointed back at paypal.
In reality, one must surmise it is neither Canada Post nor Paypal directly at fault since Pitney Bowes was subcontracted by ebay Canada to handle these things on behalf of paypal and ebay back in the day when they were united.
Therefore, I kindly request a contact person at Pitney Bowes to call myself. Can you tell me who is responsible for this aspect of our service as ebay Canada sellers? And how it is that I may reach them?
Details on the full range of countries served now by Canada Post Tracked Packet may be found at CPC website https://www.canadapost.ca/web/en/products/details.page?article=choose_low-cost_us_a
For your convenience, this is what it says:
Tracked Packet service has 4 new destinations
Tracked Packet service offers a reliable, cost-effective and trackable shipping solution for light-weight items. It’s ideal for e-commerce shipments. Available to the U.S. and 31 international destinations.
New:
Austria
Brazil
Italy
South Korea
USA
Australia
Belgium
Croatia
Denmark
Estonia
Finland
France
Germany
Hong Kong
Hungary
Ireland
Iceland
Latvia
Lithuania
Luxembourg
Malaysia
Malta
Netherlands
New Zealand
Poland
Portugal
Singapore
Spain
Sweden
Switzerland
Turkey
United Kingdom
*And by recently-added I don't actually mean recently; it's more like added since the first 17 (?) destinations were announced when Tracked Packet was created as a service option in early 2013.
Also, New Zealand is not part of the Australia catchment and a buyer from New Zealand cannot purchase from an Ebay Canada seller unless that seller has Worldwide selected as a ship-to option. Even them, no shipping cost will display.
Thank you for your kind attention to these matters.
-Maureen
~Lest We Forget~
Hi Maureen,
Thanks for the heads up. Usually such changes are made on the Pitney side and trickle down to the eBay and PayPal services that they power. Not exactly sure how this is set up on the PayPal side but I can definitely see what is causing this on the eBay side. Also, I can't give you my contact at PB but they will inevitably be included in this conversation.
raphael@ebay.com wrote:
@mjwl2006 wrote:Good morning,
Thank you for being here today.
My issue is with Canada Post Tracked Packet and a disconnection between ebay Caluculated Shipping, as well as Paypal Shipping. Before you tell me again that paypal shipping is, unfortunately nothing you can speak to since the ebay/paypal split, please hear me out. This is a two-fold (or more) problem.
I have discovered that Canada Post has quietly expanded the number of countries served by Tracked Packet. Cost of this postage service aside, this is good news for Canadian eBay sellers (and buyers) so I thought I'd share it on the boards.
The bad news is that neither eBay Calculated Shipping nor Paypal Shipping reflects these changes. It is impossible for a buyer to see Tracked Packet as a service option in an estimated 20 per cent these countries (Italy and Austria for example) and it is also impossible also to print that label through Paypal Shipping. It does not exist as a service option. One cannot print a label for any of the recently-added* destinations including but not limited to Portugal, Italy, Austria, Turkey et cetera.
When I call Paypal about this, they point the finger of blame directly at Canada Post.
A call to Canada Post yields exactly the same response but pointed back at paypal.
In reality, one must surmise it is neither Canada Post nor Paypal directly at fault since Pitney Bowes was subcontracted by ebay Canada to handle these things on behalf of paypal and ebay back in the day when they were united.
Therefore, I kindly request a contact person at Pitney Bowes to call myself. Can you tell me who is responsible for this aspect of our service as ebay Canada sellers? And how it is that I may reach them?
Details on the full range of countries served now by Canada Post Tracked Packet may be found at CPC website https://www.canadapost.ca/web/en/products/details.page?article=choose_low-cost_us_a
For your convenience, this is what it says:
Tracked Packet service has 4 new destinations
Tracked Packet service offers a reliable, cost-effective and trackable shipping solution for light-weight items. It’s ideal for e-commerce shipments. Available to the U.S. and 31 international destinations.
New:
Austria
Brazil
Italy
South Korea
USA
Australia
Belgium
Croatia
Denmark
Estonia
Finland
France
Germany
Hong Kong
Hungary
Ireland
Iceland
Latvia
Lithuania
Luxembourg
Malaysia
Malta
Netherlands
New Zealand
Poland
Portugal
Singapore
Spain
Sweden
Switzerland
Turkey
United Kingdom
*And by recently-added I don't actually mean recently; it's more like added since the first 17 (?) destinations were announced when Tracked Packet was created as a service option in early 2013.
Also, New Zealand is not part of the Australia catchment and a buyer from New Zealand cannot purchase from an Ebay Canada seller unless that seller has Worldwide selected as a ship-to option. Even them, no shipping cost will display.
Thank you for your kind attention to these matters.
-Maureen
~Lest We Forget~
Hi Maureen,
Thanks for the heads up. Usually such changes are made on the Pitney side and trickle down to the eBay and PayPal services that they power. Not exactly sure how this is set up on the PayPal side but I can definitely see what is causing this on the eBay side. Also, I can't give you my contact at PB but they will inevitably be included in this conversation.
Okay, and thank you. I suppose that asking for a tentative fix-by date would be pushing my luck? 
I ask only because I do have customers in those newly-added countries who would absolutely benefit from the cost-savings of Tracked Packet over Xpresspost. And we're talking toys. At Christmas. The clock is ticking. I would not want to have to adopt a time-consuming flat-rate shipping workaround if a fix to Calculated Shipping is forthcoming.
Thanks.
Maureen
mjwl2006 wrote:I ask only because I do have customers in those newly-added countries who would absolutely benefit from the cost-savings of Tracked Packet over Xpresspost. And we're talking toys. At Christmas. The clock is ticking. I would not want to have to adopt a time-consuming flat-rate shipping workaround if a fix to Calculated Shipping is forthcoming.
Thanks.
Maureen
Totally understand. I'll let you know as soon as there is such a thing as a timeline.
@gemaddict wrote:
I have a question on the returns process. A buyer starts a return claim stating the beads he bought are too small.I go to the return center and see he has chosen Item Not as Described. First of all it is exactly as described. The size is listed in three different spots plus a conversion chart to check. The buyer just didn't realize what that size meant when he purchased I guess? His reason for return is not even a question of quality or how it looks, which are subjective and the buyer doesn't mention at all, but something that is quite provable with a simple set of calipers or ruler.
My browser locked up and when I logged back in and went back to the return process it is now on the second 'page' saying that I have accepted the return. I have not!!! Just before it locked up I had clicked on message buyer, not accept return! While I fully intend to refund this buyer I don't want to do so using this reason he has picked as it is wrong. However I am unable to backtrack.
I have messaged the buyer more then once (since Monday) and have not heard back. I am at a loss on what to do. I don't feel I deserve a defect which has already been added to my account. Not only that because it is for Item Not as Described I am required to pay return shipping.
I don't think the buyer understood/understands the issues his choice has made. In his message included with the return request he specifically says to refund him less the shipping I paid to ship it. I had even talked to him before his purchase of the beads and he seemed a decent person.
If this can't be fixed it is a very scary situation for us sellers. It means that all a buyer has to do is say the item is not as described and a seller is on the hook whether it is true or not. It means that because a buyer did not take some responsibility for reading and understanding a listing I might have to pay my with reputation, which to be honest means more to me then the money. He had plenty of time to ask anything he wished as I had a conversation with him before shipping. I have until the end of this Friday to rectify the situation. I would certainly appreciate any advice you have before I call CS, which to be honest has been less the successful in the past. Thank you.
Hi gemaddict,
Sorry that you find yourself in this situation. It sounds like the buyer may indeed have chosen the "item not as described" option in error. If that's the case the best resolution to this issue is to ask them to close the request without escalating to eBay. I understand you've been unsuccessful in reaching them yet but you still have a couple of days, I would keep trying. Once you do reach them hopefully they agree to work with you to correct this. It's probably a good idea to respond with a message on the Return case as well (if you haven't already) just so you have some activity recorded there to show you're paying attention.
If you can't reach them, the claim will expire and the buyer will be given the choice to escalate. If they do that, eBay will give you extra time to resolve. If no resolution is provided, eBay may decide to force you to take the return and pay for return shipping.
Situations like this will be greatly mitigated when the new Standards roll out in February.
On a totally different subject, a Canadian seller - having received negative feedback - wrote today
"I called eBy and they won't touch it...... as expected. In the end they said that it's perfectly OK for me to buy from her and leave retaliatory NFB."
post #10; http://community.ebay.ca/t5/Seller-Central/A-Very-Vengeful-Seller/m-p/318522#U318522
How can an eBay employee suggest a seller could leave retaliatory feedback? Does that not go against everything eBay stands for?
@007steveb16 wrote:
Having problems trying to list this item: "History Great Battles: Medieval (Microsoft Xbox 360, 2011)"
Using eBay's catalog, UPC: 814290011017
Getting this error:
Please provide the correct information in the highlighted fields.
- Descriptive Listing Title - Your listing cannot contain javascript (".cookie", "cookie(", "replace(", IFRAME, META, or includes), cookies or base href.
I haven't touched the title, it's eBay's title straight out of the catalog.
Hi 007steveb16,
I don't know enough about coding to pinpoint where the issue is or if the system is right in detecting anything, but I would try editing the title to at least remove the brackets and perhaps separate or remove some of the numbers and see what happens.
As for this being a title provided by eBay, I'll have someone from the structured data team look into it. Thanks for the report.
@dutchman48 wrote:
Hi Raphael
I f we list on .ca in Can and .com in US under the same ID, we can not use combined shipping on one or the other as it can only be set in one currency. Is there any way Ebay will also change that issue so we can set up separate combined shipping discounts on bot sites in their own currency.
If not, it to me, would be a good indication that Ebay, in the not too distant future, will also force Canadians to list in Can $ and only be allowed to have combined discounts in Can $, and change the way we are allowed to list on .com to get double the listings, or they know they will make a lot more FVF's on shipping as will Payal on their fees.
Hi dutchman,
The reason buyers can only pay for items in one currency at a time via the shopping cart is actually a PayPal limitation. It is impossible to issue combined payments with items in multiple currencies via PayPal. Until they make that a possibility, the same will remain true on eBay, unfortunately, even if the US shopping cart was made to take items listed on any site and in any currency (like the eBay.ca shopping cart already can).
@pierrelebel wrote:
On a totally different subject, a Canadian seller - having received negative feedback - wrote today
"I called eBy and they won't touch it...... as expected. In the end they said that it's perfectly OK for me to buy from her and leave retaliatory NFB."
post #10; http://community.ebay.ca/t5/Seller-Central/A-Very-Vengeful-Seller/m-p/318522#U318522
How can an eBay employee suggest a seller could leave retaliatory feedback? Does that not go against everything eBay stands for?
Obviously the employee who said that is 100% wrong. That would imply committing a much worst policy violation, which is to say that the original seller would have to buy an item from the original buyer with the sole intent to disrupt their business. Not super sure how this is enforced today but back when I worked the CS queues in the Vancouver office between 2006 and 2008, people who did that were immediately suspended, no warning issued. Glad to read that the OP on the thread you linked to does not intend to follow that advice.
I'll see if I can track down the CS agent who said that and make sure they receive appropriate coaching.
