eBay Bugs & Issues Thread

[kalvin@ebay.com]

Hi Everyone,

We are starting a new thread here for you to post your concerns when you encounter an eBay issue or bug and have un-tacked the previous thread that has been around since the beginning of 2008.

Here are some important things to point out:

1. This is not eBay Customer Support. All bugs and site issues should be reported to CS to ensure that they are escalated & tracked. You can report issues to CS using Contact Us. Enter a brief description of the issue you are encountering into the search box and select the most appropriate topic(s).

2. We would like to keep this thread as organized and purpose-driven as possible. If you don't have a bug or site issue to discuss, please consider posting to a different board/thread.

3. Provide as much detail as possible when describing your Issue.

Thanks -

Kalvin

[valuestore]

msmaggie

Turn your firewall(s) either off or to allow all while updating TL, both 3rd party firewalls (norton, zonealarm, avg, avast..) aswell as the internal "windows firewall", windows firewall is in your windows control panel settings.

[vincenzo@ebay.com]

What happened to this thread?

No more followup from eBay? What is the status of all these issues. eBay asked for a list of issues and no status report.

Disappointing. Communications with eBay is so poor.

Hi,

Turbo lister issue put aside which open issue requires a follow-up?

We don't always respond (because we sometimes don't have anything to add) but we always escalate the issues reported to the appropriate product teams.

[winddancersfancy]

Hi Kalvin!

My first issue is that "Contact Us" is useless for any question that is not FAQ. Since none of the ideas listed matched my problem, how DO I contact ebay?

So, the issue that I have is that a Canadian buyer was able to choose U.S. shipping charges so the buyer paid $8.33 shipping but I had to pay the Canadian shipping price, of course, which was $12.66 to ship a .99 video.Grrrrr.

I always use calculated shipping for Canada and for the U.S. and it is in two different steps. How could this have happened?

ebay quote:

If you use calculated shipping, the shipping costs are calculated automatically based on the buyer's Postal code, ZIP code, or country. If you've specified multiple shipping services, the buyer can select from the list of shipping services you offer.

Carole @ WindDancersFancy

[vincenzo@ebay.com]

Hi Kalvin!

My first issue is that "Contact Us" is useless for any question that is not FAQ. Since none of the ideas listed matched my problem, how DO I contact ebay?

So, the issue that I have is that a Canadian buyer was able to choose U.S. shipping charges so the buyer paid $8.33 shipping but I had to pay the Canadian shipping price, of course, which was $12.66 to ship a .99 video.Grrrrr.

I always use calculated shipping for Canada and for the U.S. and it is in two different steps. How could this have happened?

ebay quote:

If you use calculated shipping, the shipping costs are calculated automatically based on the buyer's Postal code, ZIP code, or country. If you've specified multiple shipping services, the buyer can select from the list of shipping services you offer.

Carole @ WindDancersFancy

Hi Carole,

Would you mind emailing me the item number? I will look into it.

Thanks!

[pjcdn2005]

Carole, If you go to your ebay page and under site preferences and then payment from buyers....check to make sure that NO is showing beside "Allow Buyers to edit payment totals".

Also, you can refund the buyer through paypal and issue another invoice.

[winddancersfancy]

Hi Kalvin!

I didn't realize that you worked for ebay until after I posted, and started to read through the messages. Whew! It's great to have a contact finally.

The item number is:

160471517745

Carole
at WindDancersFancy

[winddancersfancy]

Hi PJ!

Thank you for the excellent advice. I had a look and, if I offered only one shipping option, this would be the perfect answer. However, I offer shipping choices so I think that I have to leave this "button" on YES so that the customers can pick. It never occurred to me that they could monkey with the money amounts.
It is a shame that Canadian postage is so high. I know that most of our postage is insured, but it is much higher than the U.S. I can have a light book or video shipped from the U.S. for around $6.00, however, when I ship it to the U.S., it will be almost $9.00 and within Canada it will be over $12.00...

Carole
at WindDancersFancy

[winddancersfancy]

Hi Kalvin!

I sent the item number; would you like that I e-mail a copy of the PayPal transaction? It clearly shows that she paid U.S. postage but her address is Canadian, and I paid around $4.00 more in Canadian shipping.

Carole
at WindDancersFancy

[valuestore]

"lack of controls in place to prevent buyers from improper use of dispute system"

There needs to be controls in place to prevent misuse of ebays/paypals dispute system; especially now that were were all accountable for disputes. The fact that an "item not as described" or "item not received" claim can be filed moments after payment is in my opinion a huge bug in the system.

Case in point / Buyer forgets to add his apartment number into paypal address, within minutes of payment realizes his mistake and files a "item not received" case.. Why is this even possible? ..... this needs to be fixed.

[vincenzo@ebay.com]

Hi Kalvin!

I sent the item number; would you like that I e-mail a copy of the PayPal transaction? It clearly shows that she paid U.S. postage but her address is Canadian, and I paid around $4.00 more in Canadian shipping.

Carole
at WindDancersFancy

Hi Carole,

I'm Vincenzo (the one who answered your message). Kalvin is actually a different person... he started the thread but he focuses more on Customer support and community issues for eBay Canada. I answered because I take care of product management for Canada and helping make the site work better is partly my job. 🙂

Anyway... I escalated your transaction to the shipping team. Even if you let buyers edit their invoices, a buyer with a Canadian address should not have been able to select a US service. In this case, the interesting part is that the buyer is actually registered in Canada but has a primary shipping address in the US (they likely changed their address to their Canadian one during checkout). Long story short, I think something might be broken there so I'm working with the shipping team to figure it out.

We sent you a PayPal gift certificate to compensate the difference in shipping cost. 🙂

Feel free to email me at vincenzo@ebay.com if you need.

[vincenzo@ebay.com]

"lack of controls in place to prevent buyers from improper use of dispute system"

There needs to be controls in place to prevent misuse of ebays/paypals dispute system; especially now that were were all accountable for disputes. The fact that an "item not as described" or "item not received" claim can be filed moments after payment is in my opinion a huge bug in the system.

Case in point / Buyer forgets to add his apartment number into paypal address, within minutes of payment realizes his mistake and files a "item not received" case.. Why is this even possible? ..... this needs to be fixed.

Thanks valuestore,

The dispute process is definitely very important and improvements are planned. This is a very important topic for us because of the impact disputes have on seller performance and the way they affect Canadian sellers in particular.

Thanks again for your feedback.

[winddancersfancy]

Hi Vincenzo!

I agree with you; there must have been some kind of address switch. I think that you have handled this perfectly. Where will I find the gift certificate?

Carole
at WindDancersFancy

[vincenzo@ebay.com]

Hi Vincenzo!

I agree with you; there must have been some kind of address switch. I think that you have handled this perfectly. Where will I find the gift certificate?

Carole
at WindDancersFancy

Hi Carole,

Yes, after digging around, it seems that you did everything right by sending the invoice with the US address and US shipping and the buyer changed the address to the Canadian one but it did not force them to update the shipping service. We are testing this and will do our best to fix it.

It's a relatively rare occurence but it should not happen.

The Gift certificate should show in your My eBay messages today or tomorrow.

Thanks again for reporting this!

[scruffyhampsters]

Digitally delivered goods policy

A lot of software for sale on eBay is actualy "Digitally Delivered" but is not listed as such or in the correct catagory.

Often the listings let you know it is a digital item but many times they don't.

I recently purchased an item expecting to receive a CD in the mail but instead received an eMail containing a link to a site where the program could be downloaded for free.

Would it be possible when sellers go to list "software" if they could get a popup from eBay asking if it is digitaly delivered and refering them to the policy?

They would then have to tick off a box confirming that the item is not digital before they could list it in the software catagory.

[vincenzo@ebay.com]

Hi Scruffy,

This is an interesting topic and something the trust and safety team is working hard on policing.

Technically I believe it's fine to get a digital copy as long as you also get a "material" copy of the item... but I'm not a policy guy. 🙂 I will confirm...

If the listing does not mention that a "material" item will be sent, they should be removed from the site and should only show as ads. There are warnings in the listing flows but some sellers voluntarily ignore them.

All items are screened but some do go through the filters. If you find some, feel free to report them using the link on the item page. It will help us keep the site clean.

[bigonpast]

As a "newbie" buyer,(less than two yrs.) I don't pretend to know all of the problems that sellers have, or other buyers for that matter. Since I deal within a specific category, I, myself, have yet to have any problems and if I should encounter such problems, I know after reading the help boards, there are people out there who are more than willing to be helpful and insightful as to problems, or situations that may occur. It is my opinion that recognition should be given to those that time and again give helpful advice and clear direction to those in need. It is also good to know that even as a smaller forum, in comparison to the U.S. boards,(yes I do read those) a person of official of ebay status decides to open a pandoras box and invites all with concerns and suggestions to lists these and create a forum of sorts. By doing so, I feel this will enable ebay.ca to become more progressive, clear the air, so to speak, and be more inviting to participating members that feel like they were abandon, left to vent their frustration on boards that were meant to be helpful, not used as a tool for inciting pandemoium. My hope is that this kind of thread will be the start of a useful tool used by ebay to monitor and act when necessary, to fix or repair what is broken, and let all members know that their problems or complaints are not being ignored...I thank you for your time

[winddancersfancy]

Hi Vincenzo!

I just got my first negative feedback. I am not only unhappy because it is undeserved, but its very existance is a puzzle.
I have a case open for an unpaid item, yet the buyer was able to leave this scathing feedback:

Stay Away!!!

How is it possible that a customer can leave any feedback without paying?

Carole
at WindDancersFancy

[winddancersfancy]

Hi Vincenzo!

OMG! Now this buyer has flamed me in the place to put a book review for The Blind Assassin by Margaret Atwood that is the unpaid item (see below).

What can be done to stop this buyer?

Carole
at WindDancersFancy



Write a Review
suspect
Review created: 09/10/10by: Member id bbbbb77777 ( Feedback Score Of 14)
See all reviews by bbbbb77777

This seller is suspect! I would be very wary of purchasing from this person. Buyer be very aware. You may be stalked. I would advised against this seller at all costs.

I had a very bad experience and I would advise to just stay away!

[vincenzo@ebay.com]

Hi Vincenzo!

OMG! Now this buyer has flamed me in the place to put a book review for The Blind Assassin by Margaret Atwood that is the unpaid item (see below).

What can be done to stop this buyer?

Carole
at WindDancersFancy



Write a Review
suspect
Review created: 09/10/10by: Member id bbbbb77777 ( Feedback Score Of 14)
See all reviews by bbbbb77777

This seller is suspect! I would be very wary of purchasing from this person. Buyer be very aware. You may be stalked. I would advised against this seller at all costs.

I had a very bad experience and I would advise to just stay away!

Hi Carole,

Yes, I'm sorry about this and as we discussed off this thread, we are looking into it...

We'll hopefully get it sorted out.

[vincenzo@ebay.com]

As a "newbie" buyer,(less than two yrs.) I don't pretend to know all of the problems that sellers have, or other buyers for that matter. Since I deal within a specific category, I, myself, have yet to have any problems and if I should encounter such problems, I know after reading the help boards, there are people out there who are more than willing to be helpful and insightful as to problems, or situations that may occur. It is my opinion that recognition should be given to those that time and again give helpful advice and clear direction to those in need. It is also good to know that even as a smaller forum, in comparison to the U.S. boards,(yes I do read those) a person of official of ebay status decides to open a pandoras box and invites all with concerns and suggestions to lists these and create a forum of sorts. By doing so, I feel this will enable ebay.ca to become more progressive, clear the air, so to speak, and be more inviting to participating members that feel like they were abandon, left to vent their frustration on boards that were meant to be helpful, not used as a tool for inciting pandemoium. My hope is that this kind of thread will be the start of a useful tool used by ebay to monitor and act when necessary, to fix or repair what is broken, and let all members know that their problems or complaints are not being ignored...I thank you for your time

Thanks bigonpast!

We are very aware that some areas of the way our sit works need to be worked on and do believe that these discussions are the best way to get better. We can;t always fox everytihng and what works for some sellers might actually hurt others so it's always a tough exercise to make changes but we are listening and I can assure you that we are doing our best to answer seller and buyers and do whatever we can to help them be succesful on the site. 🙂

Thanks again for your message!