eBay continues to struggle to keep up with questions from sellers about Managed Payments as it works to migrate nearly everyone into the new program by the end of the year.
It's surprising how openly eBay has acknowledged its customer service shortcomings with regard to managed payments given the seriousness of processing and holding people's money. Last summer, eBay said sellers were waiting for as long as 6 hours
for phone support.
The issue of inadequate support came up again during eBay's weekly chat session where it makes moderators available to answer questions on most topics - except for those relating to managed payments.
On Wednesday, a seller asked
why eBay never made available someone from the managed payments team during the weekly chat sessions where questions invariably arise. (That question went unanswered.)
Another participant asked if the payment team had stopped responding to tags on discussion board threads (tagging is a way to get moderators' attention). "I know that I have personally tagged them several times over the last few weeks, but NONE of them has had a response by the team. Did their tag change. Or did the procedure change since I have been away for a bit."
was not reassuring. A moderator wrote, "That team let us know that they are focusing on proactive pinned posts for now as they don't currently have the bandwidth to reply to tags on the boards regularly. So we should see more pinned posts on the payments board going forward."
The payments board
does indeed have posts pinned to the top of the page on topics including payouts and 1099. Since there are no responses from eBay staff in seller-generated threads on the first page of the payments board, be sure to read those pinned threads at the top if you have questions.
The same seller had a question of their own that they asked during the chat session:
"We need the ability to see our total in MP on the Payment Summary screen. The last update took that ability away and I'm not sure why or how eBay thought that was a good enhancement in the first place, but we need it back. It has been weeks now since it was taken away. Long enough a logical person would think to be able to bring it back, so what is the hold up? Does eBay believe this is information we don't need? If so why?"
To which a moderator replied, "I wish I had insight into the reason behind this change. I'll get your feedback shared and if I hear back I will update you."