c!~~_7.JPG "kalvin@ebay.com"){kind=avatar}
Hello everyone,
Hope you all enjoyed your Thanksgiving festivities. As usual, we'll be here for 1PM Eastern sharp, so feel free to post those questions early!
Please note, that should participation continue to be minimal over the coming weeks, we may scale the frequency back to a bi-weekly occurrence.
Thanks,
In the "good old days", if a seller wanted to cancel a transaction to recover FVF, he had two options:
1) send the buyer a request to cancel the transaction
2) file a non-paying complaint, wait a few days, close the case and recover FVF.
Now, according to a regular poster, eBay has changed its policy so that if a seller sends a request for cancellation and the buyer refuses the request, the seller can then file a complaint for non-payment, getting his FVF refunded and the buyer receives a strike for non-payment.
Could you please confirm if the policy has in fact been changed and when was the change announced to members?
To illustrate the change of policy allow me to use this example:
1) Canadian buyer purchases item at auction where the listing showed the American seller was shipping to Canada but the listing did not have a specific shipping cost for Canada.
2) The buyer asks seller for an invoice including shipping to Canada
3) The seller does not respond to any request for an invoice (whatever the reasons)
4) Eventually the seller sends the buyer a request for cancellation
5) The buyer does not want to cancel. He wants to pay for his purchase. He then reject the request for cancellation
6) Seller then file a complaint with Resolution Centre for non payment
7) A few days later the seller gets his FVF refunded while the buyer gets a strike for non payment.
Questions for eBay staff:
Is that fair? Is that really how eBay wants to deal with buyers? Reward a bad seller at the expense of a good buyer?
Of course the buyer could always waste his time calling eBay and eventually having the strike removed. That is not the point is it? Why should the buyer have to go through that? He is not at fault.
Why is ir the eBay will force a refund onto a seller after three weeks, 15 working days, when the Canada Post standard is 45 days?
I ran into this in the last week. In addition, buyer filed an INR, and was refunded, even though "NO INR WAS SHOING ON MY SUMMARY PAGE". I was found in fault when there was no INR on my summary page.
Buyer originally opened a case with an enquiry as to where there parcel was. Buyer is in Mexico which I am now blocking as I am 0 for 2. Fine, I replied. Buyer then escalated the cae. I saw that. When I went back, the buyer's escalation WAS GONE. It was there Saturday night and then GONE on Sunday and Monday. On Tuesday, the non-existent case was decided in the buyer's favour.
I went to refund on both Sun and Mon but the escalation was not there. I am at fault for a case I could not see.
I phoned eBay immediatly and was told two things: "Known glitch" and "Too bad, so sad".
@pierrelebel wrote:
In the "good old days", if a seller wanted to cancel a transaction to recover FVF, he had two options:
1) send the buyer a request to cancel the transaction
2) file a non-paying complaint, wait a few days, close the case and recover FVF.
Now, according to a regular poster, eBay has changed its policy so that if a seller sends a request for cancellation and the buyer refuses the request, the seller can then file a complaint for non-payment, getting his FVF refunded and the buyer receives a strike for non-payment.
Could you please confirm if the policy has in fact been changed and when was the change announced to members?
To illustrate the change of policy allow me to use this example:
1) Canadian buyer purchases item at auction where the listing showed the American seller was shipping to Canada but the listing did not have a specific shipping cost for Canada.
2) The buyer asks seller for an invoice including shipping to Canada
3) The seller does not respond to any request for an invoice (whatever the reasons)
4) Eventually the seller sends the buyer a request for cancellation
5) The buyer does not want to cancel. He wants to pay for his purchase. He then reject the request for cancellation
6) Seller then file a complaint with Resolution Centre for non payment
7) A few days later the seller gets his FVF refunded while the buyer gets a strike for non payment.
Questions for eBay staff:
Is that fair? Is that really how eBay wants to deal with buyers? Reward a bad seller at the expense of a good buyer?
Of course the buyer could always waste his time calling eBay and eventually having the strike removed. That is not the point is it? Why should the buyer have to go through that? He is not at fault.
Hi pierrelebel,
I'm still working on this for you, based on the email you sent last week. These are good questions for sure, with some very valid points. I'll also reply to the original thread with my findings.
Thanks,
@pocomocomputing wrote:
What is the latest status of issues on the "Site Issues" topic
http://community.ebay.ca/t5/Site-Issues/Existing-eBay-ca-Site-Issues-updated-09-20-2013/m-p/132639
The Jersey and Guernsey issue is fixeed as far as I can tell. So that should be updated.
When updated, this topic does not show up in topics as a recent post. Perhaps a reply should be made stating what has been changed.
Hi pocomocomputing,
The Jersey and Guernsey issue hasn't been confirmed as fixed on my end, which is why it's still open - will verify & update as needed. I'll take your suggestion of keeping the thread running to indicate updates to it rather than editing the original post.
Thanks,
@pocomocomputing wrote:
A few questions and comments from the past weeks I made note of.
1) Shipping & Payments tab on eBay.ca - Shows "Domestic Handling Time" whereas eBay.com shows "Handling Time". Since there is only one handling time for Domestic or International shipping methods chosen, then the use of the word "domestic" is incorrect on eBay.ca. I assume this was leftover from a time long ago when there were two handling times, one for Domestic and one for International???
2) How long does a listing have the flag or banner "Newly Listed" show beside a listing in search results? Does it vary with the duration of a listing (Fixed Price 30 days versus 7 days, Auction 7 days versus 1 day, etcetera)? Does a listing get a search boost for the period it is Newly Listed?
3) eBay.com has a new picture uploader in use for a while with the Sell Your Item form. When will eBay.ca have the new picture uploader available as an option?
4) Where is the list of eBay International sites? It used to be on the eBay.com and eBay.ca home page on the bottom right with flags? The home page has changed in the last year or so and the international sites list has disappeared.
5) What happened to eBay.eu site that was setup a few years ago? This eBay site does not exist. Or has it been replaced with the eBay.ru, eBay.gr, etcetera country specific sites?
Hi pocomocomputing,
1) This does look like a legacy thing. Thanks for pointing it out.
2) I'm unsure what's the rule that defines a listing as 'newly listed' but as far as I know it bears little or no impact on Best Match placement. I'll try to find out the definition though.
3) There is no current ETA to bring the new picture uploader to eBay.ca.
4) A lot of things have changed with the site redesign. The international sites list is just one of those things that became less relevant as eBay moves to a more unified global model. Buyers are now served inventory that is relevamnt to them when they search on their own local eBay site.
5) Not sure what happened to eBay.eu, but your hypothesis makes sense.
@pocomocomputing wrote:
More ..
1) When using the scheduled start time feature in a listing, does the listing get indexed for eBay search and is ready when the time to list is reached and launched by eBay? I read this somewhere on the eBay.com forums and wondered if it is true today.
2) I will queue up listings I am working on but not yet completed and ready to list using scheduled start time a couple of weeks in the future. When ready, I will set a scheduled time I want or I will change the scheduled time to Start Immediately using Bulk edit or by individually revising a listing. As far as I know, if I use My eBay Scheduled Listing view or Selling Manager Scheduled Listing view and use the Reschedule option, I cannot set listings to start immediately when trying to change the start time. It would be so much easier to do this directly from the schedule Listing view in my eBay or Selling Manager.
3) Regarding PayPal 45 day Buyer Protection time period. For International shipping, the 45 days is not long enough for items being shipped by surface shipping options. Why can't there be an extended period of say 90 days for items shipped by surface options when both buyer and seller agree to using surface shipping options? This would allow Sellers to use lower cost surface shipping options to make their goods more attractive to international buyers and save international buyers shipping costs.
1. Just like other listings, the indexing process happens when it's live on the site.
2. I'll reach out to the Listing Tools team on this one for you. If there's an option to set listings to start immediately when changing the start time, they should let us know. If not, they'll jot it down as a suggestion.
3. Great suggestion - I'll put this forward.
Thanks,
@pocomocomputing wrote:
Another thing I noticed ...
On the eBay Sell page on eBay.ca, it shows a choice of the last draft saved or start a new listings. A delete option has been added in the past months to allow you to delete a saved draft. Now I have discovered when I delete a draft, a previous older draft is shown. And it goes on for a few drafts. There is no indication that multiple drafts of different listings are saved. This is a nice feature but it would be more useful if some count of drafts saved were visible and the ability to see a list of them all to be able to find a draft or to bulk delete them instead of one by one.
eBay.com has a slightly different sell page setup and I believe it shows you 3 of your last drafts there and then hides the the older ones. I cannot confirm this since I have no drafts there right now.
This is correct and is working as designed for now.
The US site has up to 5 drafts showing at once. When the Sell team made the expansion of this feature to other eBay sites, time and resources constrains made it so that only one draft can be shown on sites other than eBay.com. Because the backend works the same though, it's why you see older drafts appear when you delete the current one.
@lecoffre wrote:
Hi,
What about best match Search results? Do you think it will be fixed soon? In many categories, we can only find chinese and international listings on our ebay.ca site!
Hi lecoffre,
There definitely is an iu=ssue and it's being worked on right now. I'll give you news as soon as I have any, as promised.
@mr.elmwood wrote:
Why is ir the eBay will force a refund onto a seller after three weeks, 15 working days, when the Canada Post standard is 45 days?
I ran into this in the last week. In addition, buyer filed an INR, and was refunded, even though "NO INR WAS SHOING ON MY SUMMARY PAGE". I was found in fault when there was no INR on my summary page.
Buyer originally opened a case with an enquiry as to where there parcel was. Buyer is in Mexico which I am now blocking as I am 0 for 2. Fine, I replied. Buyer then escalated the cae. I saw that. When I went back, the buyer's escalation WAS GONE. It was there Saturday night and then GONE on Sunday and Monday. On Tuesday, the non-existent case was decided in the buyer's favour.
I went to refund on both Sun and Mon but the escalation was not there. I am at fault for a case I could not see.
I phoned eBay immediatly and was told two things: "Known glitch" and "Too bad, so sad".
Hi mr.elmwood,
I want to dig around on this one, if it is in fact a "known glitch". If it's the latter (which I hope we phrase it better than that ;)) we'll definitely take that as a suggestion. I'll be in touch either way.
Thanks,
2noggins wrote:If you are looking at a page with feed, click Legal & more ^ and you will see the Canada (or US) flag. Mouse over the flag and you will see other country flags/sites.kalvin, where is the original post you mentioned in response to pierre?
Thanks for this, I had no idea 🙂
I have honest buyers, one after the other. However, I do not have the ability to follow eBay "rules" in the event of a dispute.
Again, CP rule for a missing parcel is 45 days. eBay will force a refund on an INR well inside that. I get asked, by eBay, for a non-existent tracking number.
There is no tracking offered to: Mexico, Chile, Brazil, Slovenia, Kazakhstan,. Why can a buyer force a refund for a service that Paypal shipping and Canada Post do not offer?
It makes no sense that Paypal shipping will generate a shipping label to a country I should not be shipping to. They know there is no number offered or available and then ask me for the number they will not provide.
What am I supposed to do? What are any of us supposed to do?
Don't bother answering as the answer is "Catch 22".
Again, CP rule for a missing parcel is 45 days. eBay will force a refund on an INR well inside that. I get asked, by eBay, for a non-existent tracking number.
There is no tracking offered to: Mexico, Chile, Brazil, Slovenia, Kazakhstan,. Why can a buyer force a refund for a service that Paypal shipping and Canada Post do not offer?
It makes no sense that Paypal shipping will generate a shipping label to a country I should not be shipping to. They know there is no number offered or available and then ask me for the number they will not provide.
What am I supposed to do? What are any of us supposed to do?
Don't bother answering as the answer is "Catch 22".
