Thanks for your patience. I am very late in responding (over three weeks). It was a busier January (now gone!) than I had planned it would be.
Posted by alfiestreasures on Jan 8, 2010 4:31 PM
Store Reports Issue
Hi Griff and Happy New Year! I haven't been able to access traffic reports on my store Alfies-Treasures for more than 6 months. I have chatted multiple times with reps at eBay and emailed Omniture several times (they don't even answer) but have had no luck getting it resolved. How can I remedy this and get access to the traffic reports? I have another store and it works fine .
I forwarded your issue directly to the team in charge of Sales Reports with your email address so they could contact you. If they haven’t done so, of if the issue remains unresolved, email me directly at griff@ebay.com using your regular email address, not My Messages.
To All: For the benefit of those with timely questions or issues, account or technical, I must reiterate that you can send these directly to me via email for speedier facilitation. Thanks.
Posted by buriedbybooks on Jan 8, 2010 6:21 PM
PayPal Payment Holds SNAFU
Hi Griff,
Welcome back and Happy New Year
I have a question concerning the apparent expansion of Paypal's 21 day item hold. I'm unaware of any official announcement to the community that 21 day hold was now being applied both off-eBay and to sellers who meet the last-published requirements to avoid having their payments held.
Here are my questions:
1. Has the policy changed or been expanded?
2. Is there a trigger for these holds or is it random?
3. When, if ever, is Paypal and eBay going to announce this change?
Comment: These holds are currently being applied without any reasonable amount of warning--account-wide rather than by payment. I don't think this is a responsible or ethical way to treat the many long-term, loyal sellers on this site.
Response from PayPal:
--------
PayPal uses payment holds to ensure that sellers have sufficient funds in their accounts if, for example, a buyer files a dispute. In deciding whether to apply payment holds, PayPal reviews many factors including transaction activity, business type, and customer disputes.
PayPal did experience a recent system issue [in January – Griff] where some sellers' funds were incorrectly held as part of this policy. PayPal has corrected the problem, so any sellers who should not have been affected by the policy have already had their funds released.
-------
Please send any and all questions about PayPal payment holds directly to PayPal.
Posted by jd9912 on Jan 8, 2010 7:37 PM
PayPal and eBay Logos on Labels
Hey Griff...Happy New Year!
A few weeks back I used PayPal Shipping to print a few labels when my regular postage provider had a "back end systems" computer problem for a couple of hours.
I was somewhat dismayed to see that eBay/PayPal splash their logos on the PayPal Shipping printed labels. To me, this tells the postal carrier, the recipient and anybody else that sees the package that "it's from eBay/PayPal and it contains something worth something!".
I realize that splashing eBay/PayPal logos on a package label is free advertising but it's also an invitation for someone of less-than-stellar values to steal the package. (I absolutely refuse to use the co-branded USPS/eBay Priority Mail shipping boxes because of that specific reason.)
Is there anyway that eBay/PayPal could back off on the on-label advertising? The less a person knows about a package content makes it less likely that it'll get stolen..... don't you think? Could the software guru fix it so that the label advertising can be made optional?
Thanks for your time and expertise.
Thank you for the suggestion. I have forwarded it to the appropriate team for their consideration. I cannot promise this will result in the adoption of your suggestion; only that it will be considered. I can say that the inclusion of the eBay and PayPal logos on the labels is a part of a greater contractual agreement with eBay and USPS and UPS. Also, in checking, there have been virtually no complaints up till now about the logos on the postage.
Posted by carpe_dinar on Jan 8, 2010 8:55 PM
International eChecks, Pending Payment,
Hi Griff,
I'd like to follow up on a few things. It seems eChecks are the battle I can't let go of!
…
Status as of today:
International eChecks still show a several day discrepancy between the email and the actual pending payment in PayPal. (Just had one yesterday. The email to both buyer and myself stated payment was expected to clear in approx 4 days (as if it were a domestic eCheck). Immediately logged into my account and it says right there on the pending payment that it's expected to clear in approx 9 days. I email the buyer with expected clear date and buyer thinks I added 5 days for no good reason. Makes me look bad.)
The expected clear date in the email should match the expected clear date in a seller's PayPal account. These emails do not take into account internation eChecks take longer to clear.
So my first question is this:
Are you, or is anyone at eBay, following up on all the problems we report to you? The eChecks are a mess. Have been for a long time. Each fix should be relatively simple yet never gets done. Could we please get yet another update on this?
I inquired and there is no update about the status of this issue at this time.
Question #2:
So few buyers, and even many sellers it would appear, have no idea they have a 'My Messages'. Would it be possible to show a screen that says "You've Got Messages", along with a link, upon log in? My Messages was created because there are so many problems with regular email. It doesn't do us much good to have something like My Messages if users don't know it's there. Could we get a log in notification? Could cut down on a significant amount of communication problems between users.
I sent your suggestion to the person who manages My Messages for her consideration.
Thanks for your time (And a belated thanks for the assistance on the username problem of a couple of months ago. That was dealt with swiftly and professionally. Much obliged.)
My pleasure.
Posted by val2525 on Jan 8, 2010 9:22 PM
Keywords in eBay URLs and Tracking
Hi Griff, hope you had a great holiday!
Several eBay approved 3rd party providers offer tracking services, but are no longer able to give subscribers details on how viewers found the listings. Best they can tell us is "direct link" or "other eBay listing". The providers say it's because eBay isn't putting the search terms in the web address URL anymore. If you searched "beanie baby" in the past, the term would show up in the URL. The search has to be in the URL. The search term is no longer there.
Why did eBay stop that practice, and do they plan to restore it? Tracking services cannot provide keyword and search data now. They can't tell us how buyers found us, nor where they buyers came from. As a seller, this is critical information we all need.
I confess I forgot to send this query to the appropriate persons in January. I have done so since. When I have a response, I will post it in the next thread.
Posted by fortunesmom on Jan 8, 2010 11:15 PM
Leaving Positives with a Low DSR
Is there any case where you can think it is justified for a buyer to leave a positive, but otherwise choose a specific DSR rating below a three? (For example, item as described and shiped reasonably quickly, but shipping and handling more exessive than auction made it appear).
For the record - Michael in Trust and Safety said that if a buyer is going to lower any DSR rating then the safest thing for the seller would be for the buyer to leave a negative or netural feedback instead of giving the benefit of the doubt/grading on a curve.
We would never advise what type of feedback or rating a buyer should leave. That is entirely up to the buyer, not the seller, and not eBay. A buyer may leave a positive and one or more low DSRs if they choose to do so, if that reflects their transaction experience.
Posted by mydesignerfinds on Jan 9, 2010 9:26 AM
Color of Bids
Griff, some time ago when an item got a bid, the price turned to green from black. It made items with bids really stand out and in my opinion and the opinion of many others on eBay, it generated more interest in an item...just made it easy to see at just a glance that this item has a bid. We all know that people tend to think they want something if they see someone else does too and I think the color change really helped items get multiple bids.
Why was it changed by eBay to remain black instead of turning green? I can't imagine any benefit for eBay in this change so is there any way we could get that changed back?
My memory may fail me here but I am 99% certain that we never indicated items with bids in search results for live listings by coloring the current high bid green. If I am wrong, it would have been a long time ago that we did so. We do indicate SOLD items in Completed Items Search with a green high bid amount. We do indicate items with bids by showing the number of bids on the item.
I’ll float the suggestion but I have to be honest: I don’t see us making currently live listing bid amount green, especially as the green color currently indicates an item is SOLD and thus could be confusing to a buyer.
Posted by mydesignerfinds on Jan 9, 2010 9:29 AM
Announcement of Seller Releases
When will eBay be making it's usual "change" announcement as to what new hoops we have to jump through this year?
As promised last year, there will be two to three Seller Releases every year and each will be announced 60 days prior to launch. We will not (no, don’t ask me, I will not tell you), pre-announce them.
Posted by ted_200 on Jan 9, 2010 9:43 AM
And the answer is….
Why was it changed by eBay to remain black instead of turning green?
I'll save Griff some research... we were told by someone in charge of one of the many changes a year or two ago (can't remember which one now, MyeBay, Search, Item Listing Page...?) that there are issues with the green for people who are colorblind. Honestly, I'm not joking.
Sounds plausible.
Posted by crowleys on Jan 9, 2010 10:18 AM
PayPal Insurance Line on Invoice
Hi, Griff:
I've been trying for several months to resolve an issue with a line of PayPal invoices that says "Insurance Not Offered." This line appears bellow the Item Cost and Shipping Cost. I've contacted Blackthorne thinking this originated with them since I use Blackthorne Basic, but it is not from Blackthorne. So...I pay for insurance for the items I sell through Endicia/U-PIC, but the PayPal invoice still says "Insurance Not Offered." This "Insurance Not Offered" line causes concern from my buyers who contact me asking why I'm not insuring items.
Can this line be removed? If so, how and by whom?
To clarify: you are sending an invoice directly from PayPal using the Request Money > Create an Invoice tool, correct? If so, I just checked this and there is no default line item that specififies “Insurance not offered”. I see the following in the invoice I sent to myself:
-----------------------------------
Details
-----------------------------------
Description: test
Item #:
Unit price: $5.00
Qty: 1
Amount: $5.00
Subtotal: $5.00
Shipping and handling: $2.00
Total: $7.00 USD
Are you using a template? If so, and you are seeing a line item for insurance in your invoice, did you add it when you originally created the template? Have you tried creating a new template and deleting the old one? If not, that would be my suggestion at this point.
If this is not the issue, then email me directly at griff@ebay.com using your regular email client (not My Messages) and forward a copy of the PayPal invoice. Thanks.
Posted by 1st-oliveoyl on Jan 9, 2010 11:30 AM
Weather Delays and Feedback/Ratings
Hi Griff,
I have a question regarding unavoidable, weather related delays in shipping. Right now, we are ice bound. We have been unable to go up or down the mountain for 2 days and are hoping that it will thaw enough on Monday to post these packages. Needless to say, I am not able to "Ship within 24 hours of receiving payment." as I usually do. It will be a 3 day delay, minimum.
I have alerted my buyers of the situation via My Messages.
If I get dinged stars or negative comments about this anyway, will I be able to get them removed? (This would also apply to sellers affected by hurricanes, tornadoes, fires and other natural disasters)
No. Weather related delays do not qualify a feedback or rating for removal. Your best bet is to alert your buyers about any weather related delay and thank them for their patience (and make absolutely no mention or solicitation about consideration when and if they leave a feedback or rating. Doing so shows you are focused on your experience, not the buyer’s).
Posted by curiousgoodzz on Jan 9, 2010 11:51 AM
Disappearing Feedback and Ratings
Hi Griff - I had an instance where 4 positive feedbacks with really great comments were left by a buyer, along with 5 star DSR ratings [I know because my ratings on that seller ID remained the same, all 5s, after the feedback was initially posted], and then they were removed the next day. I asked the buyer if she removed them, but she had not and was as perplexed as I was regarding the incident.
Any insight on why this may have happened? I initially thought that the feedback was left for auction items that were completed during the outage on 11/21, but upon closer review they were completed a couple of hours previous to that . If you want, I can email you the specifics. Thanks.
No, I don’t have any idea at all why this might have happened. You would need to ask Trust and Safety directly. You can also email me if you like.
Posted by n.s.sherlock on Jan 9, 2010 12:06 PM
Searching for Reviews and Guides
Griff,
I have created a few new guides in the last week or so, but they do not show up for people to view them. I have seven guides, but only 5 can be found. I can see all seven in My eBay, but you can't find them by searching Reviews & Guides.
This may have been a delayed indexing but I just searched for all seven of your currently posted guides and they were all returned. (And they have all been viewed).
Posted by cobbie10 on Jan 9, 2010 1:39 PM
Payment Reminders
I did email you about this previously, and yes, you did send me your "workaround". However with the number of customers and winning bids I have to manage over any one week, this is simply impractical ( I'm sure that other large sellers feel the same ). We NEED to have an opt out on the automatic payment reminders, they are begininng to annoy not only my customers, but other customers of other sellers.
If Ebay thinks we need to have our hands held in obtaining our payments, then they are sorely mistaken.
Thank you for this opportunity to update everyone on this issue: It was a challenge campaigning for this change for a very simple reason: Buyers are paying faster since the release of Payment Reminders. It’s a definite challenge arguing a program or feature is ill advised on these circumstances. However, there is good news. After much discussion, we did agree to change the wording to Payment Reminders. Here is the new wording:
This updated content will be rolling out in the next coming weeks. As for the opt in/out feature, it will most likely be added in the next Seller Update (which will be announced in mid Q2.) Once in place, sellers will be able to opt in or out of sending Payment Reminders.
In the meantime, sellers are free, without risk of consequence, to message directly to their buyers regarding specific payment arrangements and the payment reminders that eBay sends.
Posted by furiousdreams on Jan 9, 2010 1:43 PM
Searching for One’s Listed Items
Hi Griff,
I'm new to eBay and listed 5 free items on 1/7/10. It's now 1/9/10 and I still haven't been able to find but one item in the searches I've done. These are all abstract paintings and today I even added a 200 mi radius to my zip code - still none of them show up in the search listings.
If eBay can't guarantee that my items will show up, why would I pay fees to list them? I'm concerned that something may be wrong with the search structure here. I have also contacted customer service- nothing yet from them.
Did you use the exact keywords that are in each item title? You have four items currently available on eBay. I searched for each one using combinations of the words in the titles for each of them and all of your items were returned in search.
To all: If you have an issue that is time-critical, please email it directly to either Customer Support (or me at griff@ebay.com using regular email, not My Messages)
Posted by fortunesmom on Jan 9, 2010 2:16 PM
Feedback Manipulation
I have a question as a buyer. I am a good buyer. On my other id I've been here for about seven years. I do rate honestly, because I want to be treated the way I treat my customers. I ran into a string of bad transactions including.... 1) charging priority and shipping parcel 2) not combining shipping and then shipping everything into one box, 3) throwing an item in a manilla envelope with no padding and then charging several dollars for "handling" etc.
I left positive, but soft DSRs in the shipping category, because I was trying to be nice to the sellers. Ebay sent me a canned notice about feedback manipulation. When I called and asked why it'd been sent, I was told it was because "they noticed a pattern". When I explained that I, too, had noticed a pattern in my sellers, and if they went back further they could see my positive/five star ratings, I was told by Michael in Trust and Safety, and Amy through emails that I was a bad buyer. This has driven me from the site as soon as I use my ebay bucks, and I'm sure it will do others.
Who determines "feeback manipulation" and are individuals considered guilty until proven innocent? Is this backlash against sellers falling out of the TRS program?
Sorry to hear this happened to you. I have repeatedly stated here on Ask Griff, in responses from concerned sellers regarding buyers who may be misusing the ratings system, that we do track and monitor for unusual patterns, for example, lots of positives with some low ratings. I suspect many sellers have not believed me. Your experience, though certainly unpleasant and unfortunate, is clear evidence that what I have been saying is actually true. We DO track what ratings buyers leave, look for patterns and take action if warranted. I regret if you were unfairly caught in this process.
One question: do the sellers for whom you left low ratings, sell similar items to yours? As our privacy policy prevents me from discussing the details of any case like this in a public forum, feel free to send the information to me directly in an email to griff@ebay.com using your regular email, not My Messages. I would be happy to ask that your case be reviewed.
Posted by rabiyah on Jan 9, 2010 2:48 PM
Item Specifics & Condition Questions
Hi Griff,
I have a question about item specifics. I sell mostly in the children's clothing categories and the item specifics seem very random and incomplete in certain categories there. Some will only have one color option, one brand name, or one irrelevant size to choose from... Not all the options are there for each size, gender, style of clothes, and it has seemed incomplete for a very long time. I know I have the ability to add them my self, but I'm wondering if it is worth my time to do so?
Does adding my own specifics do any more than just print it at the top in the item specifics box? Does any of it become searchable in title searches? Not just where people can click on the left to narrow the search, but in title search.
There are also options to add your own custom specifics from scratch. I just want to know if I should be spending any time creating them or if all I am doing is adding that to the box near the top of the listing...
I also was wondering if there was any point in writing things like "baby boy clothes" since I would rather not waste title space with that, even though it is a common search. Or adding a things like frequently misspelled brand name (Anderson vs. Andersson) since some sellers add both to the title to catch incorrect spellers...
If those specifics were searchable in title search I think it would benefit buyers who do title searches for more words than can reasonably show in the title. Saving the title for just the most relevant words. My goal is to help buyers find exactly what they are looking for (preferably from me... but I suppose from other sellers as well...)
Just trying to determine if I should bother with anything besides what e-bay already has as options. Thanks in advance for any help.
Yes, you should add as many of your own item specifics as the space allows (taking care of course to make sure each is 100% relevant to your item). This information will help your buyers better find and see your items. The item specifics are used in a variety of ways depending on the category of item, including when a buyer searches using keywords and in Best Match. Item Specifics, or Details, whether provided by eBay or entered by a seller, can help your buyers find your item. Use them when available. Enter them if not.
Also, a follow up from a previous post of mine. All "pre-owned" children's clothes are still showing up as "acceptable" condition in the quick look link. (Acceptable is not an option for us and there is no way for us to revise it.) This can not be helping e-bay or sellers...
I couldn’t find any current examples of the above. If it still an issue, email the details to me (item numbers). Send them to griff@ebay.com using your regular email client, not My Messages.
Posted by rdcomics on Jan 9, 2010 6:15 PM
Leaving Feedback & Ratings for Mutually Cancelled Transaction
DSR'S Left For Mutual Cancellation Transaction (from Dec/05)
Mr. Griffith, I brought this up last month but your response did not address the situation. The link you provided was to deal with feedback, not DSR entries.
In fact, you talked about removal of 1 DRS's. How is it possible for seller to complain about receiving low DSR's and having eBay remove them, if eBay, themselves. state that seller is not allowed to know or try to figure out the DSR entries that they received from any one buyer?
Sometimes, a low volume seller can make a pretty good determination who may have left a certain rating, even though technically, DSRs are supposed to be anonymous.
Also, it looks like eBay is saying that only DSR entries of 1 are addressed. Is eBay saying that they will not investigate wrongfull 2, 3 and 4 DSR entries?
See my response to a post above. eBay tracks left DSRs and looks for unusual patterns of left 1 and 2 DSRs, not 3 or 4s. DSRs are not by nature, “wrongful.”
As for my post, again, as a transaction has been cancelled, by mutual agreement by seller and buyer, and there is no longer a legal and valid transaction for a buyer to leave DSR entries, under any scenario, how can eBay allow a buyer to rate.........
#1 -- Item As Described...when buyer does not have an item in hand to describe.
#2 -- Ship Out Time --- when seller has not shipped out item for buyer to gauge whether seller followed through on shipping package.
#3 -- S&H Cost --- as buyer, after legal cancellation of purchase, has no charge to base an opinion on.
As eBay can automatically switch off a buyer's ability to leave DSR entries on a particular type of transaction/condition, why does eBay not do so? There is no longer a transaction between seller and buyer.
It would depend on the reason for the cancellation. The buyer may have agreed to a seller request for cancellation or requested a cancellation when the seller informed the buyer that the item was not as described in the description. Or the seller may have informed the buyer that the shipping cost would be more and the buyer asked for a cancellation as a result. Or a seller might, post transaction but pre –shipping, inform a buyer that they would not be able to ship the item for several days or even weeks later than promised. And you left out communications: the seller may have stopped communicating and thus the buyer, not receiving an answer to a query post transaction, requested a cancellation. Each of the above would be considered legitimate reasons for leaving ratings.
Posted by brooksline on Jan 9, 2010 6:28 PM
Unpaid Item Buyer, Left Feedback after Strike Lifted
Hi Griff, If a NPB has Ebay remove his strike, does that allow him the ability leave fb?
Yes it does, but this is not what is supposed to happen. There is a system flaw that will, under some circumstances, let a UPI “struck/then unstruck” buyer leave a feedback. It is slated for a fix but in the meantime, If it happens to you or any other seller, immediately report it to Trust and Safety from here
They will remove it.
Posted by val2525 on Jan 10, 2010 1:48 AM
Payment Reminders
Since it doesn't look like an opt-out from the canned auto please pay emails to buyers will be coming along any time soon, can eBay totally turn off the auto emails to buyers until an opt-out has been designed and implemented on the site?
No that would not be possible. See my response to a previous question on the same topic a few posts back (above). Payment Reminders have significantly increased the speed at which buyers pay. For this reason, they would not be “turned off” at this time. We are changing the wording of the reminder and an opt in/out feature will be added sometime mid year.
Posted by inmyparentsbasement on Jan 10, 2010 6:24 AM
Unpaid Item Assistant
Now that non paying bidders have become more rampant then ever before, when can we expect that the automatic system for NPBs to be up and running. We were lead to believe this would be ready before the Holiday season as this was announced with the first round of changes last year. There has been almost no reference to the automatic system since it was announced. Can we expect it might never be ready? We are sitting on 68 unpaid items for the month of December its a hours of extra work to deal with these individually.
Unpaid Item Assistant is set to roll out incrementally over the next two months . However, I was intrigued by your high rate of UPIs so I took the liberty to check your past 15 days worth of closed listings and noticed a few things that you might want to consider altering in your current listing strategy which I believe may be depressing your sell through potential.
Two suggestions:
1.You sell T shirts using the Auction with Buy It Now formats. Most of your sold items sell for 1 bid (a few for 2 bids) a few for the BIN price and a rare instance of three bids. In all instances, the price range in question is roughly $9.98 to $15. Consider switching to Fixed Price or at the least, a mix of Fixed Price and Auction Style listings. With Fixed Price, you can use Immediate Payment Required which will eliminate your UPI problem for those listings. In addition, you can add Best Offer if you want to maintain a “negotiation” aspect to your listings.
2.If you list in Fixed Price, you can also use the Multiple Variations listing feature. Your T Shirts are ideal for this format. You can consolidate several styles, colors and sizes in one listing providing a buyer with a choice. This will not only cut down on your listings costs but over time, it will provide you a benefit in Best Match as those listings’ sales/impressions ratios increase with each purchase.
For now, you can add Immediate Payment Required for all your BIN listings. If a buyer uses BIN in an auction/BIN listing with Immediate Payment Required, the buyer has to pay for the item before the item will actually close on the site.
Posted by hawgryders on Jan 10, 2010 9:45 AM
Amount of Data Needed for Statistical Reliability
I know I am not supposed to ask more than one question a month but this is a follow-up I meant to include in my previous posting
Since we all know the TRS qualification is based on a ratio of good versus bad ratings, and since we also all know that the lower the overall total the more a single bad rating can affect the overall percentage (example - 1 out of 20 is much more damaging than 1 out of 100)
Using this Basic Law of Math, along with your beliefs that even one disgruntled eBay buyer is too many here is my follow-up question
Doesn't a high percentage on a lower volume seller actually demonstrate a more honest, reputable seller than a high volume seller with the same percentage ?
Statistically, no.
In order for a sample of data to be statistically reliable, it has to be equal to or greater than a specific amount of data (determined by the nature of what type of data is being measured) less than which would cause significant spread for errors in averages. After careful study, it was determined that a volume of 100 (about nine items a month) is sufficient enough to provide statistically reliable data and is low enough to be well within the means of the majority of sellers.
Posted by cobbie10 on Jan 10, 2010 2:17 PM
Unintentional Country Blocking
Countries exempt from bidding.
I have certain countries blocked from bidding on my auctions, however one I do not have blocked is New Zealand.
I've received a dozen emails this past week from members in NZ who, when they try to bid, get a message saying that they are in a country I do not ship to.
Each time I have to add their ID to my buyers exemption list. This is great if they contact me however, if anyone has a snipe set up, then they are going to be disappointed when it doesn't go through and I will ( as will Ebay ) probably lose money on the sale.
Can you see if there is any reason I should not be allowed bidders from NZ.
Is it possible that you checked off Oceania in the list of regions or countries to which you do not ship? I suspect you may have. If so, New Zealand is a country on the sub list of Oceania. When you check off just Oceania, you are blocking all countries under that heading (which includes New Zealand).
Posted by b86fiero on Jan 11, 2010 10:41 AM
eBay Manufacturer's Coupon Listing Policy
Hello Griff,
Would you please clarify the eBay Manufacturer's Coupon Listing Policy?
The current rules and listing limits have been in place for many years. After eBay implemented the "Quantity Available Option" for listings, confusion began in this category. When the QAO email announcement arrived I immediately telephoned eBay to ascertain if indeed this option was available to those of us who list in the Food Coupons category. I was told by both staff and supervisors that listings in this specific category are "not allowed" to use the option because to do so would put the listing over the limits and in violation of the rules.
The problem: most of the sellers in the Food Coupons category do not read the rules and are using the quantity available option to list hundreds of coupons within one listing id number. (The rules state 20 identical, 100 mixed or 2 free item coupons per listing).
This has created confusion among buyers and I am constantly responding to emails about my listing according to the rules. Apparently none of those sellers using the QAO are being shut down or experiencing listings ended by eBay. (Both Buy It Now & eBay Store operators are using the QAO).
So, please clarify: Am I paying eBay hundreds of dollars more each month than I need to by following the rules exactly as stated in the policy -or- are hundreds of sellers violating the rules with eBay losing thousands of dollars each day in listing fees?
Thanks for you help.
Bonnie
I spoke to someone in Trust and Safety. Here is their response:
Basically the other sellers are breaking the rules, and she is in compliance. The policy hasn’t changed in years, and she is correct in her understanding of policy.
They have been reported under the wrong policy designation, and the way the tool works, as they are not in violation of that specific policy, they are released and action is not taken.
In order to have action taken she needs to report them this way:
- click "report item" link from item in question, which will open a webform
Select the following from the drop down menu options:
- Report category: Listing violations (prefilled)
- Reason for Report: Prohibited (banned items)
- Detailed Reason: Currency, Coins, Stamps, Coupons, etc.
- Additional Information: Coupon listings that fail to meet eBay guidelines
Reporting them that way should get them removed. Let me know if you have any other questions.
Posted by buyalot! on Jan 11, 2010 2:27 PM
Insertion Fee Credit for Fixed Price Unpaid Items
Griff,
I believe you misunderstood my question from Dec 9, 2009. The policy you quote applies for regular unsold items. The situation I am describing is for unpaid items. There is no reason why I should pay an insertion fee to relist an unpaid item. In the past, I got a free relist, even on fixed price if there was an unpaid item. Please do your research more carefully and figure out why this was changed! I am still hoping this was an oversight...
Insertion fees are not refunded for UPI listings, fixed price or auction format. I double checked with our CS folks and they informed me that although it is possible the have issued one-time credits in some situations, they have never given a “free relist” on a fixed price item for any reason, including an unpaid item.
As for fixed price, a seller currently has a way to completely prevent a UPI by using Immediate Payment Required. I advise all sellers who list with Fixed Price to use Immediate Payment Required if they want to avoid UPIs
Posted by adrian44 on Jan 11, 2010 3:45 PM
Reporting Violations
Happy New Year Griff!
I hope this post doesn't upset you as it has been repeated several times here. Every single day I find auctions that are in blatant violation of policies. I have reported them to no avail, they run until finished.
I know you have said to send them to you but we are talking about at least 100 each week and I don't believe you have the time to police that many auctions.
I guess my question is, why isn't eBay taking care of violations of their policies? I keep reading that eBay has laid off people in every country. Why are they getting rid of employees when they don't have enough to take care of issues?
Send me a sample of some of the reported listings. griff@ebay.com using your regular email, not My Messages. Thanks.
Posted by rdcomics on Jan 11, 2010 8:43 PM
Insurance Policy
Mr Griffith, concerning your reply to above posting from last month... If the insurance policy and Seller Practices policies are not in place, as stated in your reply, how can eBay stop sellers items? A policy is either in place (with a stated start date) and fully enforced or it is not. No policy in place, eBay has no legal right to stop items.
Actually, that is not true. eBay can end a listing at any time. As for the change in the policy governing insurance, it was announced last summer.
Also, no response was given as to why eBay's system is not automatically ending the items that "violate" the insurance policy. The "not responsible for uninsured items..." line is being flagged by the system (I have seen it), just like if seller puts in a line, "I accept money orders", but unlike the latter, which eBay's system will stop seller from submitting into system, the former still goes through.
As eBay is auto-notifying sellers that the listing has to change, why is eBay doing the extra, unneeded legwork of manually notifying sellers and manually stopping items if they do not comply?
In order to give all sellers the chance to make the edits themselves.
Also, if this the case, why is eBay starting with TR sellers?
Because Top Rated Sellers are held to a higher standard than other sellers. They receive higher visibility and as a reward for their Top status, they receive a 20% discount on final value fees.
One would think that TR sellers have all conformed to the upcoming policy change and that is why they remain TR sellers.
If eBay is still just on TR sellerschanging their listings, then "full compliance" will not be happening for many months.
Exact clarification is needed on this matter
All Top Rated Sellers must be in compliance now (enforcement in full effect). All other sellers should be in compliance now (enforcement when reported). All sellers must be in compliance by April 1st (full enforcement will be in effect.)
Posted by honeville1 on Jan 12, 2010 3:57 AM
Multi Variation Policy
Griff,
Is this
http://cgi.ebay.com/Ed-Hardy-Mens-and-Womens-Black-Rhinestone-T-shirt_W0QQitemZ200423487112QQcategoryZ155193QQvarZQQcmdZViewItem a proper use of the multi-variation feature or an exception to the rule given to a daily deal?
I have wanted to use this feature in this manner since it was announced but was under the impression that this use of the feature was against policy. Can we list 12 completely different shirts around a theme such as: bingo, firefighter, ...etc, and give the buyers the choice of designs and sizes?
My opinion is that this use of multi-variation is very buyer friendly and should be allowed but I don't want to jump to the conclusion and accidently be doing something wrong and jeaporadize my business. Please clarify. Thanks.
It is not only allowed, it is exactly how we intended Multi Variations to be used.
Posted by all*about*horses on Jan 12, 2010 7:04 AM
Duplicate Payment Reminders
Hi Griff,
Why is Ebay sending my buyers TWO Payment Reminders at the same time? One is too many but geez, two is just overkill.
Date Email Template Sent
Jan-12-10 06:49:07 PST Payment Reminder
Jan-12-10 06:49:07 PST Payment Reminder
Do you know for certain that your buyer received two? The product team in charge informed me that the duplicate time stamp indicates to them one email was sent.
Posted by ted_200 on Jan 12, 2010 3:04 PM
Most Watched Question
Hi Griff, Hope you had a Happy New Year!
My questions this month are about the Most Watched feature, where eBay puts ads for someone else's items in my listing. It is reprehensible, but that is not my question.
Below is a screenshot of an active listing (mine, from several weeks ago) from the Southwestern Jewelry category.
First, all five Most Watched items are from the same seller! These are fairly generic items that are marginally desirable at best, in a category that regularly has listings of highly desirable collectible pieces that would surely attract many watchers. And they are all BIN which are not know to attract many watchers anyhow. One of which has been listed for less than five days. Do you really expect me to believe these are the "most watched" items in this category? What exactly is the basis for Most Watched anyhow, is the number of watchers even a factor?
If in fact these items have the most watchers, I believe the system is being manipulated.
The team responsible for this feature did email me back with confirmation that the results were not what was supposed to appear there. They have reviewed and fine tuned the “de-dupe” function for this feature to avoid edge cases where a seller could game the feature to his or her benefit. It should not be happening now. If it is, email me directly with details and I will forward it to that team.
Second, how can I "accept all responsibility" for the content of the listing when it contains things I did not put there and I cannot vouch for? The statement implies that I approved these items, or even put them there myself - which I most certainly do not, and did not.
The same team has promised to review with eBay Legal, the current parameters of responsibility but they did assure me that you (or any seller) would not be held responsible for eBay –inserted merchandising or marketing that appear on your item listing pages.
That wraps up January. Before I open a February thread, I am considering other options for a new Ask Griff format. One that provides for more timely responses focused on specific topics. I will have more information to announce next week.
-Griff
Griff
_________________
eBay
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