Hi everyone! I’m sorry for the late opening tonight, it’s been a busy day.
The thread is open for your questions and I’ll respond tomorrow!
The thread is open for your questions and I’ll respond tomorrow!
Hi Tyler, I am going to be like a broken record until this is fixed. This was your response last week.
Thanks for the detailed breakdown @musicyouneed - I always appreciate how thorough you are and help me get up to speed as quickly as possible.
In a situation where there is not an estimated delivery date available, and the transaction is considered domestic, we allow 7 calendar days from the date of payment before a buyer can open a Not Received request. You have 3 business days from when a request is opened to reply, and once escalated we would review for tracking. If there is tracking that shows movement we would place the request on hold for up to 10 days to allow the item to arrive and find it in your favor. If there is no tracking we would find in the buyer's favor.
I hear your feedback and will make sure it's shared. In the meantime, I think that switching the service to display a different estimated delivery date is good, as long as you are willing to ship with that method. Alternatively, adding tracking to items could also help prevent this scenario from happening in the future. I know neither are preferred with your business as it can often be more expensive than the CDs, but those are ways you can protect yourself immediately.
7 calendar days within Canada doesn't work for me. Even if I ship the next day, most of my buyers are in Quebec and Ontario and I am in Vancouver, it is a minimum of 10 days plus handling time. You said that switching the service to a different method as long as I was willing to ship that way. Remember I am sending it Canada Post Oversize letter mail which is basically the same as media mail, by truck. If I could choose media mail, I would. Here are my choices which one should I choose that would give me 4 to 12 business days?
I was searching and this poor seller in Calgary had chosen standard service on .com and I don't think he realizes he has to get it delivered to his buyer in Belgium in 4 to 9 business days. Like that's going to happen. It should be 6 to 18 business days for standard and 10 to 25 business days for economy.
Hello again.
I'd appreciate your expert advice in this respect. Do I have grounds for Feedback Removal, or will I be wasting my time if I call? The buyer who, by her own admission has never imported goods into her country before this, left me neutral feedback and low DSRs for Shipping Cost and time because she had to pay import taxes and her item was delayed until she did.
It's not totally clear from the feedback, but it is from the messages exchanged while she waited to see what would happen with Customs.
I know I can leave a Reply to explain this about import fees but it still reflects poorly on me and has caused my DSRs in those areas to drop by a point. As required, all my listings state 'import fees are paid by the buyer when they're due'. There is a language barrier but I assume this buyer made the purchase from ebay.it where the data is automatically translated for her should she choose to read it.
I'd appreciate your insight. I've not always had great experiences with the Feedback Specialist when I call Customer Service and sometimes leave more frustrated with that than any problem the feedback itself has caused.
Thanks,
Maureen 
@silverpinups wrote:
Hi Tyler,
Are Buyers receiving DSR's for Shipping and Handling Charges and Shipping Time?
The Shipping Time is a new one, I just received an offer from a Buyer with DSR's in both categories and "0" selling feedback
See the thread for more info....
https://community.ebay.ca/t5/Buyer-Central/IS-THIS-SOMETHING-NEW-DSR-s-FOR-BUYERS/m-p/395193#M37076
Hi @silverpinups - thanks for sharing the link to the thread, I've never seen anything like this before. I'm inclined to initially echo @marnotom! in that this seems like a tech issue.
I'll get something filed on this (thanks for including the great screenshot on the other thread btw) and hopefully get some clarification back soon!
@momcqueen wrote:
Hello again.
I'd appreciate your expert advice in this respect. Do I have grounds for Feedback Removal, or will I be wasting my time if I call? The buyer who, by her own admission has never imported goods into her country before this, left me neutral feedback and low DSRs for Shipping Cost and time because she had to pay import taxes and her item was delayed until she did.
It's not totally clear from the feedback, but it is from the messages exchanged while she waited to see what would happen with Customs.
I know I can leave a Reply to explain this about import fees but it still reflects poorly on me and has caused my DSRs in those areas to drop by a point. As required, all my listings state 'import fees are paid by the buyer when they're due'. There is a language barrier but I assume this buyer made the purchase from ebay.it where the data is automatically translated for her should she choose to read it.
I'd appreciate your insight. I've not always had great experiences with the Feedback Specialist when I call Customer Service and sometimes leave more frustrated with that than any problem the feedback itself has caused.
Thanks,
Maureen
Hi @momcqueen - complaints about customs fees are something that should be a simple removal, unless another issue is called out (example: This item is poor quality AND I had to pay customs too!). Even then though, the comment itself should be able to be removed with little difficulty.
If the messages spell out that the buyer's only concern was with customs charges I think you have a strong case for appeal.
Hi @musicyouneed - thanks for keeping me informed on this! I've requested more information on how the estimated delivery days for standard services are calculated, and will get you more information as I hear back on that.
When it comes to your question this week about the best service to display, that's tricky. USPS Priority Mail International averages 6-10 business days to most areas, so that's probably the best option for you based just on the date ranges you're looking to present.
@rose-dee wrote:
This is a more general question (and concern).
With such things as product-centred listings, product catalogue, UPCs, searches that group products, and a more and more automated and less one-on-one buyer experience with sellers, where does the seller of OOAK, vintage, or unique items stand in terms of ease of search, visibility, etc.? None of eBay's more recent "automation" features applies to my items. Is there anything specifically I should be doing to balance the effect of these changes on my listings (aside from, as always, following all the rules)?
Hi @rose-dee - good to hear from you!
Incorporating OOAK items into a product based search is a difficult undertaking, to be sure. For now, there isn't anything announced that I can see impacting your items, or the way buyers find them.
In general, if you have UPC/GTINs for any of your items I would include them in the item specifics if you aren't doing so already.
@around_again_records wrote:
I have a question regarding UPC/ISBN codes for used books. This has been an ongoing problem so I am posting here instead of the Spring Update Thread.
When I first started filling in this information for books after I was requested to by ebay, I very seldom got a match, but eventually things changed and I was getting an accurate hit for most of my listings. All was good - FOR AWHILE
The last couple batches of listings I have made, I either don't get a match OR I get a match but my book gets put in the wrong category which also changes the Item Specifics. I don't want the book in the wrong category so I select Does Not Apply, but then I have to go back and change all the Item Specifics.
This is very time consuming, so after a lot of time wasted, I decided to check off Does Not Apply for now as it seems the catalogue is not working.
I notice Books are NOT on the list of items in the Spring Update that require this information immediately.
So my questions are:
Does it make sense to use Does Not Apply for books until I get a notice that UPC/ISBN is now required for books (I've been told it does, but Spring Update says otherwise) I would assume that when it is definitely required that the catalogue will be up to date and working.
That seems like the only solution right now, but then of course when the catalogue is up and running we will have to go back through all our listings and find the information and then fill it in.
I am wondering if there could be a field added for ISBN/UPC PENDING so we could enter the information, but not have it used until the catalogue is fixed and will find the item and pull up the correct information. When the catalogue is up and running, then this field could be automatically pulled up without the seller having to go back and redo everything.
I'm just trying to find a way to comply with the requirements, and get the right results from the catalogue with the least amount of re-entry and work for myself.
I know you will probably want item numbers and all but that has already been done in a previous thread, and items reported and response received that the situation was being worked on and to use Does Not Apply for any books that got put in the wrong category.
Hi @around_again_records - I know that the catalog team wants to hear about any discrepancies you're finding with the ISBN numbers. If you have codes that are returning the wrong pre-filled data (or changing your sub categories, etc) please contact them directly at sdsupport@ebay.com.
I think including the ISBN as a separate custom item specific is something that is useful in this particular situation. I would not normally suggest that for any other category, but given the number of reports I've filed and come across about this type of issue happening (usually just in books) I think it's the safest bet to include the ISBN and also make sure that your non-fiction work doesn't get shoehorned into the cookbook subcategory.
I know this means time for you on your listings - as of right now product based search has not been announced for books. I don't know when or if that will change, but I think for right now you have time.
I think your 'UPC/pending' idea is a solid one. I don't know how much work would need to go into that, and if that would be something that the product teams would go for, but I will make the suggestion!
tyler@ebaywrote:
@momcqueenwrote:Hello again.
I'd appreciate your expert advice in this respect. Do I have grounds for Feedback Removal, or will I be wasting my time if I call? The buyer who, by her own admission has never imported goods into her country before this, left me neutral feedback and low DSRs for Shipping Cost and time because she had to pay import taxes and her item was delayed until she did.
It's not totally clear from the feedback, but it is from the messages exchanged while she waited to see what would happen with Customs.
I know I can leave a Reply to explain this about import fees but it still reflects poorly on me and has caused my DSRs in those areas to drop by a point. As required, all my listings state 'import fees are paid by the buyer when they're due'. There is a language barrier but I assume this buyer made the purchase from ebay.it where the data is automatically translated for her should she choose to read it.
I'd appreciate your insight. I've not always had great experiences with the Feedback Specialist when I call Customer Service and sometimes leave more frustrated with that than any problem the feedback itself has caused.
Thanks,
Maureen
Hi @momcqueen - complaints about customs fees are something that should be a simple removal, unless another issue is called out (example: This item is poor quality AND I had to pay customs too!). Even then though, the comment itself should be able to be removed with little difficulty.
If the messages spell out that the buyer's only concern was with customs charges I think you have a strong case for appeal.
Well, that was easy. Thank you. The Appeals department person with whom I just spoke says it's clear from the comment and messages that this neutral was about import fees so they'll remove it. Hopefully, that means the whole feedback (with lowered my DSRs) will be eliminated and not just the words. We shall see in 24 hours. Thanks again.
@lotzofuniquegoodies wrote:
Hello Tyler,
Is eBay any closer to resolving the issues with the postage calculator when a buyer is confirming postage for purchase of more than 1 of the SAME item. Most buyers check rates long before adding to cart) This has been an known issue since at least November 2017 and has not been addressed. Example: Item # 401496798895. Rates will display for 1 unit. Canada does not display a rate for more than 1 unit. USA rate displays for 1 unit but rate doubles by tracked for 2 units/triples rate for 3 units(Incorrect calculations and over weight limit for USA tracked...Should default to Expedited)....Intl doubles for 2 units by tracked, triples rate for 3 units(Incorrect calculation and would be over weight limits for tracked service). Other shipping methods were originally selected for listing but do not display. Also, it would be very helpful if the calculator were to give an error message if a shipping method were NOT available due to either weight or size of package did not meet Canadapost requirements. When I potential customer has these sorts of issues when checking postage they just go elsewhere causing this to be potential lost business. 4 + months for this situation not to be resolved is extremely frustrating
-CM
Hi @lotzofuniquegoodies - I don't have a specific update for you at this point in time.
In looking at your example item I'm wondering if your combined shipping rules for domestic shipping are actually enabled? If the box isn't checked that's the only reason why I can think of that it would simply not display a shipping quote if more than 1 is selected.
For international shipping, would the combined item weights push the item over the weight limit for the service being selected? If that were the case it would charge a second (or third) base price of shipping instead of combining the item weights (if that was your selection when setting up the combined shipping rules). For instance, if the stated item weight is 900 grams and the weight max for the service is 1kg, and a member selects quantity 2 in the shipping and payments tab the calculator would charge 2 base shipping costs, doubling the shipping price.
If the item cost is 450 g, and the max is 1kg, with 3 quantity selected, it should combine 2 of the items into a single 'shipment, and then charge another base shipping cost.
That's a lot of typing, but feel free to get me more details in a private message!
@momcqueen wrote:
tyler@ebaywrote:
@momcqueenwrote:
Hello again.
I'd appreciate your expert advice in this respect. Do I have grounds for Feedback Removal, or will I be wasting my time if I call? The buyer who, by her own admission has never imported goods into her country before this, left me neutral feedback and low DSRs for Shipping Cost and time because she had to pay import taxes and her item was delayed until she did.
It's not totally clear from the feedback, but it is from the messages exchanged while she waited to see what would happen with Customs.
I know I can leave a Reply to explain this about import fees but it still reflects poorly on me and has caused my DSRs in those areas to drop by a point. As required, all my listings state 'import fees are paid by the buyer when they're due'. There is a language barrier but I assume this buyer made the purchase from ebay.it where the data is automatically translated for her should she choose to read it.
I'd appreciate your insight. I've not always had great experiences with the Feedback Specialist when I call Customer Service and sometimes leave more frustrated with that than any problem the feedback itself has caused.
Thanks,
Maureen
Hi @momcqueen - complaints about customs fees are something that should be a simple removal, unless another issue is called out (example: This item is poor quality AND I had to pay customs too!). Even then though, the comment itself should be able to be removed with little difficulty.
If the messages spell out that the buyer's only concern was with customs charges I think you have a strong case for appeal.
Well, that was easy. Thank you. The Appeals department person with whom I just spoke says it's clear from the comment and messages that this neutral was about import fees so they'll remove it. Hopefully, that means the whole feedback (with lowered my DSRs) will be eliminated and not just the words. We shall see in 24 hours. Thanks again.
Glad to hear that! If the whole rating is removed (no neutral shows on your Feedback Profile) then DSRs would also be removed, but that can take a few days to register.
If it shows 'comment removed by eBay' the rating & DSRs would stay - that's typically only done if the message wording is in violation though.
If you run into any issues with it shoot me a message!
