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Jack Phillips

Jack Phillips

1 year ago

Two hours to ship? What world do you live in? We ship very quickly, always in 24 hours, but two hours is an unrealistic goal. You obviously have never sold at a level much higher than hobbyist. You have obviously had no experience with a Vero take down too. It is rare for us (maybe 3 in 10 plus years) but the alleged holders do nothing. It is guilt without proof and some of the removals by the holder would never stand up in the real world.

Mark Hetherington

Mark Hetherington

1 year ago

Yes, I absolutely agree with the comments about Vero. We’ve also had around 3 in 10 years and were told on each occasion to contact the “rights owner”. None ever replied.

The last one wasn’t that long ago. We were selling a compatible product which was very clearly listed as a compatible product and in fact unlike most sellers, who often post photos similar to the original (i.e with a similar brand name or logo to the original), we actually went out of our way to show it was a compatible item specifically because we didn’t want it to be perceived any other way and put our account at risk.

It was taken down because the “rights owner” reported it as counterfeit – a physical impossibility because as I said, no attempt was made to try to sell it as an original anyway. So despite no proof being available, which obviously the rights owner couldn’t have had anyway, we were banned from selling that item.

are you an anchor or enterprise seller?

If you can’t make 2 hours than you are sub-best practice. If you always ship in 24 hours thats ok. If hope your customer is not waiting 24 hours for a confirmation. If so, you should install one or two communication steps. The point is – not causing the customer undue stress after ordering and before deliver. I have experience up to $1mm per month on eBay. That is not hobbyist-level. On VeRO, once the client (who also said what you did) realized the significance – they got an answer within a few hours. It’s not guild without proof. It’s the rights holder that has the rights and is happy to let you sell in most cases once you resolve the issue. Often using their brand name in a misleading way. For example when the seller only intends to say this item ‘fits’ the This is the real world my friend. Please I am not trying to match your angst or level of heckling. I have experience as a professional seller and professional appeals writer. Everything I wrote is from direct experience. I understand your frustration. I am speaking of a best (and more often than you think) case scenario.… Read more »

Mark Hetherington

Mark Hetherington

1 year ago

“It’s not guild without proof. It’s the rights holder that has the rights and is happy to let you sell in most cases once you resolve the issue.”

That’s fine if the so-called rights owner actually bothers to reply to you. In my experience and that of just about everybody else that has discussed this on any forum I’ve seen they don’t even bother to reply, probably because they know they got it wrong which potentially leaves them open to a compensation claim if they admit they screwed up.

Jack Phillips

Jack Phillips

1 year ago

Two hours to upload tracking? That is just misleading. In any case, that would another FTE to my bottom line (2 if I went 24 hour monitoring), no matter how efficient we are. I have had very few people question us on this. I get one or two questions (out of 300 or so orders) on weekends when we don’t ship, but even that is rare – maybe once a month. I rarely even get Amazon Prime items marked shipped in 2 hours – by rarely I mean almost never. Twelve to twenty four is much more common. Regarding VERO, I have had only one response from a rights holder to my inquiries. And this was from a questionable one. They sent a visual design patent that wasn’t really close. Didn’t matter to eBay – it was up to us to fight it. I just dropped the product because it was easier (the rights holder knew that going in). With eBay’s process for becoming a rights holder, I could eliminate huge swaths of competition theoretically, although China always finds away. In any case, I agree with everything else you have written about. Most of that stuff is basic seller courtesy.… Read more »

sorry, didn’t mean to mislead the real question is – of your orders that went bad, (led to cs issues, etc.) as few as they might be – do you have any idea how early they went bad? and can you see how earlier communication or earlier tracking may have helped?

Mark Hetherington

Mark Hetherington

1 year ago

Nope. If items go missing, in my 12 year experience that’s usually the last you see and hear of them and you have to file a claim with the carrier. However, there are times when an order has just been delayed. Issuing tracking details alerts the BUYER to a late delivery. The buyer then files a claim which you have a certain time to resolve, and if the item is delivered late you could face a situation where you have run out of time and have to issue a refund to the buyer (remember you’re forced to do this under threat of a damaging defect) before the item is delivered. This is particularly prevalent for overseas/international deliveries where items can take much longer and may be held at customs. In such cases what happens is this. 1. You refund the buyer because you’re running out of time until the buyer can escalate the case. If they do escalate you get a an unresolved case defect. 2. Item then gets delivered – late. 3. You contact ebay to ask them to refund you since the item has now been delivered. 4. Ebay decline because you closed the case voluntarily and advise… Read more »

“Mark Hetherington,” Oh! You agree with Jack. No problem. Before I proceed, please note my reply in his thread which I number my points in a very clear manner. You classified me at a disadvantage. Your reason was, since I am service provider. (Bear in mind I was selling on eBay since 1999.) So, let me qualify your statement with a question: How many account assessments, appeals and reinstatement’s have you secured? And, for how many unique Ebay sellers over the past year? As far as your statement, “there is no need to issue tracking at all,” wow. To your point, yes there is no need for this to be a manual procedure. I don’t want to go tit-for-tat with you. It’s not fun for me nor useful. Bottom line is: You are not aware how many notes eBay places on a seller account. I would be happy to offer you a 50%-off discount on my assessment service. (And anyone else reading this post.) This way, you too can see exactly what eBay thinks of your account. (And when I deliver the information, you will know how little I “guess.” Guessing was your flat-out accusation of what I am doing… Read more »

Mark Hetherington

Mark Hetherington

1 year ago

Yes I’m aware that you numbered your points in a very clear manner and I noted and replied to each one individually. Just because you made your point clear does not necessarily mean it is correct. Having eBay experience since 1999 doesn’t necessarily mean anything – I too have been selling on eBay since 1999 and have helped many others as well as got accounts reinstated. I don’t profess to be a professional, I guess you would probably say I was just lucky. For the record, in my opinion using another forum to tout for business is not what I or many other people in business consider to be how a professional behaves, and in fact most forums don’t even allow it. You also don’t appear to have read many of my points properly, which again in my opinion is not the behaviour of a professional. It’s not fun or useful for me to go tit-for-tat with you either, but your condescending comment “Wow” at the fact that I stated it is not necessary for sellers to provide tracking details is without foundation and eBay’s system clearly allows for items to be sent without tracking details. I am a top… Read more »

WebRetailer invites service providers to contribute content. It is understood this contributes traffic to the providers business. The article is about why suspensions happen and what to do if you receive one. This is CRSellers area of expertise. As such, it’s for people who are concerned about avoiding suspension or advice what to do if it happens. It’s probably not a valuable article for anyone who is not concerned or have not received one. CRSeller is the only provider offering eBay appeals. As such it is a unique value contribution to the world. We understand there are knowledge discrepancies in the matter of being aware of eBays methods and reasons. eBay, issues suspensions to sellers who drew the suspension upon themselves on purpose, by accident, or as a victim of fraud. CRSeller appeals the suspension by liaising with the suspended seller and eBay. We seek to communicate the sellers past and proposed future actions in a manner whereby eBay is agreeable to a reinstatement. Our strength, is taking in to account and addressing eBays perspective and reason(s) for the suspension. 100% of time there is a discrepancy between the sellers awareness of why they drew the suspension and eBay’s. CRSeller’s… Read more »

also for VeRO and all issues where you need to work with eBay – for this reason I recommend an Anchor or Enterprise store.

Jack Phillips

Jack Phillips

1 year ago

You have obviously never had reason to contact eBay about VERO. EBay refers you to the rights holder no matter the situation. They do not (and have no interest in) settle these disputes. It is between you and the rights holder. I would not recommend an Anchor or Enterprise store. I have had an anchor store and it provides no additional benefits at this point. Faster contact to eBay doesn’t fix the issues – just faster contact. In any case, I work to not have to contact eBay. The only reason I contact eBay is for feedback issues.

100% it’s between you and rights holder. Rights holders are not as impossible to speak to as commenters are saying. And it is critical that the listing is taken down and your contact in MSO is notified of all the step you took to resolve along with RO compliance or their being out of communication. Anchor or Enterprise is critical to establish your partnership with eBay MSO. Jack, feel free to order an assessment on your account. Then I can tell you more about how eBay sees you at present.

Jack Phillips

Jack Phillips

1 year ago

Dude, you just contradicted yourself. You said “also for VeRO and all issues where you need to work with eBay – for this reason I recommend an Anchor or Enterprise store.” Ebay doesn’t care to get involved. You could be selling a potato and a carrot manufacturer can have you taken down. I haven’t had a VERO in years but when I did, as others have said, they either don’t bother to reply or give you b.s. answer.

I am sorry, but I wouldn’t have you do an assessment on my account. I’m the highest I can get (except for things like “diamond”) for my revenue level. I’ve been selling on eBay since 1998, probably when you were in grade school.

Jack Phillips,

I am a professional services provider in the eBay space and you are taking ‘pot shots’ at me.

You seem to be on a “witch hunt” and happy to find what you seek.

I am not seeking to discredit you as a seller.

You have a depth of experience, whereas as a service provider I have a breadth of experience. Would that be fair to say?

You are negative toward VeRO and premium store membership. I got it.

My experience flies in the face of yours. I got it.

In 1998 I was 26 years old and designing interior for Ford’s parts making group at the time, Visteon. In 1999 I sold my first items.

Best of luck in all you do.

Jack Phillips

Jack Phillips

1 year ago

Witch hunt? Because I pointed out flaws in a small part of your commentary? Nuts.

Thanks for acknowledging the large part met with your approval. To be clear, the article is to help inform a seller what to do if suspended, and shine a light why if you were. There was also practical advice how to avoid suspensions. Either in-between the lines or in an overt manner. This included best practices and there were no contradictions at any point. I concede that the ‘flow’ of communications may have indicated contradiction. Here is the truth about what everyone should do, who can in a reasonable manner. 1. Issue tracking within 2 hours. 2. Pay attention to eBay-issued messages. 3. Close VeRO violation listings immediately. 4. Contact RO immediately and get the solution. 5. Apply the RO’s solution, and confirm your compliance with the RO. 5. Document the solution and the RO’s acceptance. 6. Submit the solution and acceptance to eBay. 7. Then, re-list Also advised is become an Anchor or enterprise seller to access the MSO team. MSO can guide your VeRO related concerns in the absence of RO response. (MSO can help you determine to how re-list or not.) And MSO can receive your documented communications and listing changes with the RO. (In the event… Read more »

Mark Hetherington

Mark Hetherington

1 year ago

Sorry Tuvyah, but I agree with Jack here. For one thing you say you are a “services provider”, which puts you at a disadvantage straight away when offering advice about selling on eBay because eBay is primarily a sales environment. I have a lot of experience in both sectors, and there is a vast difference between the way sales and services are operated from a vendor’s point of view. Several of your points are nonsense. 1. Issue tracking within 2 hours: Why? There is no need or requirement to issue tracking details at all, mostly because not all services are tracked or require a tracked service (a very low value item where tracked postage would cost more than the value of the item for example), so as I pointed out below eBay can not and will not penalise you if you don’t enter any tracking details at all. Furthermore, 2 hours is unrealistic. Some service don’t issue you with tracking details until you have sent the item and they have sorted them, in which case you won’t have those details until they return with the docket the next day. Within 2 hours during the working day is more reasonable but… Read more »

Mark Hetherington

Mark Hetherington

1 year ago

“Late tracking number upload or validation” Sorry but I have to take issue with that. We NEVER post tracking details, for two reasons. Firstly, it is technically still possible with some carriers for somebody to take those details, have their parcel rerouted then claim that they have not received it (at the original address). The tracking will show the item was delivered to a different address but will not likely show the alternate address was requested by the buyer, so as far as eBay is concerned the item wasn’t delivered and you’ll lose your case. This is VERY serious because it also gives you a defect for “Case closed without seller resolution”, and only a very small number of cases (I think ebay allow you a paltry 0.3%) will put your account Below Standard, which if nothing else will decimate your sales. Secondly, if your item is delivered late then it will automatically register as a late delivery defect on ebay if you have entered the tracking number. This happens even if the carrier couldn’t deliver and left a card, for the buyer to arrange redelivery. That won’t show on the system, all that’s recorded is the delivery date which… Read more »

Andy Geldman

Andy Geldman

1 year ago

Just a reminder to everyone: please don’t make the discussion personal. Discussing, arguing and disagreeing over the points in the post is absolutely OK.

Criticizing individuals and their motivations, and making negative personal comments is not OK.

In summary, these comments should be about content, not people.

One comment submitted has not been approved, and another has been edited for this reason.

Mark Hetherington

Mark Hetherington

1 year ago

Hi guys. I’m only back here because of a change to eBay rules that is relevant to tracking. As I previously stated, you are not penalised in any way if you choose not to provide the tracking details. That is a factual statement and eBay will verify that if you’re unsure. It doesn’t count against your eBay metrics (even the ones you don’t see) in any way. HOWEVER… A new UK rule change states that in the event of a claim, if you have not uploaded valid tracking details before the claim is opened it will not be accepted later. Therefore what that effectively means is that you will lose the claim because you hadn’t uploaded tracking details in time. Now since the US usually precedes the UK with rule changes I’m guessing that rule has already been in place on the US eBay site for a some time the thread author is confusing that rule with a requirement for having to upload tracking details all the time, which as I said you don’t have to. I’m not trying to undermine anybody here or reopen old rules, if you’re unsure who is correct just check with eBay. However I have… Read more »

Thanks for the updates Mark. From an emotional perspective, a customer is happy to receive order confirmation, shipping and tracking updates as fast as possible and with relevance. It builds and fosters great confidence. Two items both shipped first class, both delivered next day from local sellers. One seller updated the customer throughout the process – and this is why the customer left their apartment to go to their lobby to pick up the parcel. While with the doorman discussing todays parcel arrival, the customer is presented with 2 parcels. one from the other seller. the parcel from the updating seller is prettier, ether the color or design or logo, or less carrier scuffs. the parcel from the non-updating seller is scuffed and dirty looking. stop right there and freeze the frame. zoom into the customers eyes. how do they feel about each package before opening it? let’s continue along… the updating seller with the pretty parcel – the item is broken or defective, maybe the paint or an edge is chipped. by the time they open their email there is already an email waiting for them begging to be told how the item arrived. the parcel from the non-updating… Read more »

Mark Hetherington

Mark Hetherington

1 year ago

So you finally accept that it’s not actually an eBay rule to add tracking then? Look, it’s an interesting little tale but that’s all it is. I get the forming a positive relation with the customer bit, that’s why I’ve been successful in retail for around 30 years, long before eBay came along. But this “information” you’re coming up with doesn’t seem to be based on anything solid. Have you surveyed customers? Do you have tangible results? There are thousands of would-be experts offering “must do” advice out there which doesn’t appear to have any solid foundation and with all due respect this seems to fit into that category. First of all I would have to say that if one parcel looks the part and the other one looks scruffy and battered then obviously the nicer looking parcel is going to win over the buyer, as long as the contents are good but that has got nothing to do with tracking. What if the scruffy parcel has tracking and the other one doesn’t? If you’re going to compare the two based on whether tracking is important or not then you need to compare the two in an identical way, i.e.… Read more »

Erin

Erin

1 year ago

Hi I came across your article. Very informative.
I have a question not sure if i am asking it in the right place but here goes. I’ve never had an account on eBay. So I’ve never bought or sold anything on the site. I opened a brand new ebay account. Nothing bought or sold with it. I want to start reselling when my son goes to preschool. The account is 2 months old. So I am preparing to start my selling journey & I got an email stating that eBay indefinitely suspended my account.
I called and they will not tell me why & basically sell some where else. So I’m just lost now. Any suggestions would be great. Do you think waiting a year and calling and asking for an account would work? Thank you -Erin

Hi Erin.

From my experience, it’s hard to say what happened here. eBay could have related your account to a suspended account. Via your internet connection, or your computer your account information.

You should do all you can to get the account opened and not wait a year.

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