Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Sun Apr 4 2021 11:19:59

eBay Struggles to Answer Questions on New Payments

By: Ina Steiner

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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."

The response 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."



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Perminate Link for eBay Struggles to Answer Questions on New Payments   eBay Struggles to Answer Questions on New Payments

by: lessthanthreerecords This user has validated their user name.

Sun Apr 4 11:55:17 2021

eBay support can never answer anything accurately.  I seriously wonder what I'm paying them for!

Perminate Link for eBay Struggles to Answer Questions on New Payments   eBay Struggles to Answer Questions on New Payments

by: RL15 This user has validated their user name.

Sun Apr 4 13:28:27 2021

fleecebay just wants to keep everything hidden and confusing.

makes it easier to steal from sellers.

Perminate Link for eBay Struggles to Answer Questions on New Payments   eBay Struggles to Answer Questions on New Payments

by: Shanna This user has validated their user name.

Sun Apr 4 20:10:02 2021

"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."

Bandwidth?!?! They couldn't come up with a better lie? Bandwidth? Is it 1995? How much bandwidth does it take to access a forum and type an answer? Let's be honest, its not a bandwidth problem, its a human resource problem, specifically people that can speak and write in English to the actual financial and legal questions asked. There is probably no one at eBay qualified to answer those questions.

Perminate Link for eBay Struggles to Answer Questions on New Payments   eBay Struggles to Answer Questions on New Payments

by: pace306 This user has validated their user name.

Sun Apr 4 21:03:36 2021

Liars - they have 15 THOUSAND do nothing employees- surely some could put down their free food at Walkers and do some work!

Perminate Link for eBay Struggles to Answer Questions on New Payments   eBay Struggles to Answer Questions on New Payments

by: airbrake This user has validated their user name.

Sun Apr 4 21:51:25 2021

If Ebay states they're having bandwidth problems, then why are they allowing videos to be uploaded. Videos and pictures take a hell of a lot more space than a few lines of text. You know, you're really sad when you cannot give a logical truthful answer to a simple question, and then you lie and can't do that right.

Perminate Link for eBay Struggles to Answer Questions on New Payments   eBay Struggles to Answer Questions on New Payments

This user has validated their user name. by: Bill

Sun Apr 4 23:57:58 2021

Anyone who is paying eBay to be in managed payments is an idiot. I am already getting ready to make my move before they lasso me in. It would drive me crazy to not see what my totals are and how the cash flowed. I will trust anyone but I will also verify and if I can not do that it is then goodbye.  

Perminate Link for eBay Struggles to Answer Questions on New Payments   eBay Struggles to Answer Questions on New Payments

by: WonderWho This user has validated their user name.

Mon Apr 5 00:47:11 2021

I figured it out. There's not enough bandwidth because now we can add videos to our listings 🤔🙄

Perminate Link for eBay Struggles to Answer Questions on New Payments   eBay Struggles to Answer Questions on New Payments

This user has validated their user name. by: Marie

Mon Apr 5 02:02:00 2021

@ Bill

You can see how much you have in MP.  The summary page does note how much you have in Pending Payments and how much you have in Available for Transfer.  They just took away the total for the two number which we must add together for ourselves now.  Not a bit deal really, but it makes no sense that the last update to this page took it away.  So now we have to add the two numbers together ourselves, which we shouldn't, but we do.  Silly mistake on their part and it should have been fixed long before now.

Perminate Link for eBay Struggles to Answer Questions on New Payments   eBay Struggles to Answer Questions on New Payments

This user has validated their user name. by: Marie

Mon Apr 5 02:04:32 2021

Bandwidth an issue!?!??  

Yet they increased FB from 80 characters to 500 characters on the FB itself and the comments too.  So up to 1500 characters PER BILLIONS of transaction.  This is helpful how exactly.

I say take away some of those characters by about 4/5ths as 100 characters would be fine.  

Perminate Link for eBay Struggles to Answer Questions on New Payments   eBay Struggles to Answer Questions on New Payments

by: DevilishlySarky This user has validated their user name.

Mon Apr 5 02:56:46 2021

A number of things , surprising that ebay cant see how emotive allowing another entity to hold , organise , and pay out OUR money is ......or, they do , and just don't care
I think they actually fail to realise its not just cashflow ,or profit and loss , these are people's WAGES they now hold for UP to a week or more ,where any delay in people getting their money ,when once upon a time ,it could be accessed immediately.  are entitled to feel its a backward step .
As for the forums , we tagged our community PINK  a month ago about the pigs ear they made of the new re-organised forums ,she replied and said she'd get some answers - and no-one has heard from her since
I WISH I had a job that it was considered acceptable to never EVER  do anything about anything asked of me
As for the feedback issue surely the only time people want extra characters is when they want to leave negs  and likewise for sellers to rebut those accusations
that should be the change needed.,not for every transaction , You wait and see how fast this starts getting abused  ;or mis-used


 

Perminate Link for eBay Struggles to Answer Questions on New Payments   eBay Struggles to Answer Questions on New Payments

by: zeek6228 This user has validated their user name.

Mon Apr 5 03:22:04 2021

Managed payments?

Ebay customer support seems to have never used eBay before and struggle with even the most elementary questions about buying/selling.

Perminate Link for eBay Struggles to Answer Questions on New Payments   eBay Struggles to Answer Questions on New Payments

by: 227272 This user has validated their user name.

Mon Apr 5 07:50:44 2021

Some of you are being too literal about eBay's use of the word "bandwidth" in this situation. Per the context, they don't mean literally server or storage capacity, but the second definition of the term:

Per dictionary.com:

"the energy or mental capacity required to deal with a situation."

Per Meriam-Webster:

"the emotional or mental capacity necessary to do or consider something"

Perminate Link for eBay Struggles to Answer Questions on New Payments   eBay Struggles to Answer Questions on New Payments

by: kevindsm This user has validated their user name.

Mon Apr 5 08:01:35 2021

eBay should stick to what they do best; bringing sellers and buyers together.  Let someone else (like PayPal) handle the money and get out of this ''managed payments'' fiasco.

Perminate Link for eBay Struggles to Answer Questions on New Payments   eBay Struggles to Answer Questions on New Payments

by: toastedmutt This user has validated their user name.

Mon Apr 5 10:59:34 2021

Bandwidth??

Increased feedback to 500 characters.

Give almost every seller thousands of additional free listings, most of which will be hidden.

Upload videos into listings.

Give stores the option to add a new billboard to their storefront.

Screw up the community boards where every post takes triple the space and where huge blocks of white space rules.

Yep, the five employees in the managed payments sector not only cannot answer the flood of questions, nor is there enough time in the day to do so, nor the impetus to deal with answering the same question worded myriad ways by irate sellers.

Perminate Link for eBay Struggles to Answer Questions on New Payments   eBay Struggles to Answer Questions on New Payments

by: Silver Ice King This user has validated their user name.

Mon Apr 5 11:26:39 2021

Ebay got tired of trying to respond to all of the problems they have with their backend programming and lack of details that actually make sense they eliminated the Mangled Payments folder and then transferred all of the questions for Mangled Payments to their CS reps in the Philippines who we already know have zero knowledge about how Ebay is supposed to work and now they are giving them access to all of our personal banking information?  They still cannot answer the regular CS calls let alone calls about their own screwed up payments system.  This was nothing more than Ebay once again trying to hide behind the ignorance of the offshore companies they hire to perform the tasks they do not really want handled correctly.

I am still waiting on a refund of an overcharged store that was cancelled effective  March 31, 2021 and they somehow determined i owed almost $100 for a store as well as charging me for Terapeak and Seller Manager Pro which I use neither of.  Was promised a refund beginning of last week and it has been crickets since.  I guess they do not have sufficient funds in their own accounts to issue a refund at this point in time.  Ebay is becoming more and more of a joke in the technology world as well as anything else they try to claim they are!!!

Perminate Link for eBay Struggles to Answer Questions on New Payments   eBay Struggles to Answer Questions on New Payments

by: Vox29 This user has validated their user name.
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Mon Apr 5 14:21:53 2021

One of the thousands of reasons I don't use eBay to sell. It is clear that they are overwhelmed by the complaints because they can't be bothered to do the work of customer support. Managed Payments is just another way to hold onto money they owe vendors, while earing interest on the hold. Not to mention the myriad fees generated by their business model. If they can't answer questions, no amount of video promotion will make eBay more marketable.

Perminate Link for eBay Struggles to Answer Questions on New Payments   eBay Struggles to Answer Questions on New Payments

by: Ronn This user has validated their user name.

Mon Apr 5 14:21:57 2021

Just another example of a program not ready for prime time.

Perminate Link for eBay Struggles to Answer Questions on New Payments   eBay Struggles to Answer Questions on New Payments

This user has validated their user name. by: RKTOYS

Mon Apr 5 17:03:24 2021

More senior "technical" management than can barely work a TV remote.  Why am I not surprised they can't answer any questions.

Perminate Link for eBay Struggles to Answer Questions on New Payments   eBay Struggles to Answer Questions on New Payments

by: pace306 This user has validated their user name.

Mon Apr 5 18:36:46 2021

South Park:

1) Steal Underpants
2) ?
3) profit

eBay:

1) 1/2 thought out idea with no support and huge backlash from sellers
2) ? (no support)
3) profit

As long as eBay cranks out statements that all is well to Wall Street - everything is fine.

Wall Street long ago gave up any pretense of doing any home work on any stock. As long as eBay says "X", the "X" it is - even when its "Y".

Even places like Seeking Alpha. They come to the determination that the eBay marketplace ISNT growing and that MP is saving the company from disaster, yet the "so called analysts" give eBay a stellar rating and tell people to buy up! When you explain how eBay REALLY works - they say "you are a grumpy seller! If eBay says they got MILLIONS of new buyers/sellers - then they did ... DUH".... (makes you want to bang your head against the wall - the pain from that is less then hearing the idiots crow about eBay stock prices).

eBays 10k is like the sermon on the mount - despite the fact that its got more holes then a package of Swiss Cheese.

The situation as it is - is created on purpose. If you ignore the noise - it will go away on its own. Money for CS agents and time spent dealing with sellers (and their nonsense) is better spent elsewhere aka Jim the lazy Griff needs new office furniture or theres a need for some new free perk for lazy eBay employees.

Its done to make you "go away" ....

Perminate Link for eBay Struggles to Answer Questions on New Payments   eBay Struggles to Answer Questions on New Payments

by: Silver Ice King This user has validated their user name.

Mon Apr 5 21:27:36 2021

@Ronn

Actually not just an example of a program not ready for prime time, but also the same can be said about the company as a whole.  There is a good reason their stock has floundered since the split from Paypal while all the other Ecommerce companies have seen their stock skyrocket during the pandemic.

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