swagman
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posted on November 3, 2001 05:22:02 AM new
I have a major problem with extra features been chosen on one of my recently ended Ebay auctions, please read below.
When checking my Ebay invoice I come across two features on one item, these were "home Page featured" and Bold Listing [an extra $101.95 on my bill].
I know I did not choose them because the only extra price features I ever use are reserve and 10 day listing. Alarm bells begin to ring and i think Ebay have made a big mistake - but before I rush off an email I decide to double check my listings on AW [at this point I should point out the item was only a poster that went for $10 and I was very pleased at that as my starting price was about $4; it was a scheduled auto list].
Upon checking item at AW there on my listing are the boxes for these items ticked, HOW??? I did not tick them so who did??? Has anyone else ever had anything like this happen??
I think I deserve an answer and, more importantly, require a refund as this is disgraceful; I usually just scan my invoices from Ebay but as they had sent an erroneous email [see Ebay Outlook board] I looked more closely - good job I did, a prompt response would be appreciated.
Before ending i would like to re-emphasis the point "I DID NOT TICK THE BOXES FOR THOSE FEATURES TO BE INCLUDED". I have a theory[as i do not think this would be down to a software problem] but would not like to air it on the boards, contact me directly if this cannot be resolved here - thank-you.
[ edited by swagman on Nov 3, 2001 05:23 AM ]
[ edited by swagman on Nov 3, 2001 07:13 AM ]
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swagman
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posted on November 4, 2001 04:28:08 AM new
WHEN am I going to get a reply to this, if not today I will start posting on other message boards to see if similar has happened to any1 else; I am sorry to take this route but I am been charged over $100 by Ebay for features I DID NOT CHOOSE but have been added to an auction by AW. Looking forward to your response!
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kajnrose
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posted on November 4, 2001 08:24:39 AM new
swagman:
Did you get this problem settled? I hate to be nosey but this is one of the reasons I threw such a fuss a few months ago about AW not having a telphone customer service to speak to a representative when having billing problems. Who likes to air financial issues/questions over a message board.
Kajn'
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swagman
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posted on November 4, 2001 09:19:21 AM new
Hi Kajn'
no reply as yet, I've posted the message in a few places with no success. Have also [today] contacted them through the customer Service section and also sent an email to there support section - lets see if anything comes of that. If I ran my sales like this i would have been out of buisness way back.
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kajnrose
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posted on November 4, 2001 09:45:38 AM new
Boy your not kidding. I believe we got better service when it's was free. LOL!!
I'm also trying to get answers on my auction images that I'm all of a sudden have this awful looking verbage sticking out beside the first photo. I'm told they're there to help/assist but nothing in about 16 hours or so. Take a look at all my posts....
http://www.auctionwatch.com/mesg/read.html?num=42&thread=17146
I have listed my item numbers hoping if not them then someone would know what the problem is and if it's fixable. I believe it's in their templett. I won't revise each auction that's for sure. I'll use Mr. Lister with eBay if I have to and it's free.
Let me know how you make out with this. I"m interested.
Kajn' 
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BrianAW
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posted on November 4, 2001 10:33:19 AM new
Hi Swagman,
Can you give me the auction # that this happened to? I will then go in and see if I can see what happened.
-Brian
Got Questions? Check out AuctionWatch.com\'s Customer Service center at http://www.auctionwatch.com/service
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swagman
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posted on November 4, 2001 11:49:05 AM new
Hello Brian,
Ebay auction # was 1017371556. I have already unticked the boxes fro mthe item i nmy inventory. hope this can be resolved quickly.
Kajn'
Very nice auctions, see what you mean about the pics/ Still looks good so shouldn't affect sales but the off centre pic does "jar" with rest of the auction.
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kajnrose
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posted on November 4, 2001 12:49:40 PM new
Hey,
Thanks for looking at the auctions. I spent some time this weekend changing them and now I have the picture problem.
Looks like AW is going to finally help you with your problem. Hope they clear it up quickly for you.
Your auctions look nice, like the blue. That must me new templetts.?.? Is that with the business edition of AW or simply their new ones? I always use the blank templett so I can do it myself but wonder if it's worth the hassle. 
Talk soon,
Kajn'
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BrianAW
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posted on November 4, 2001 12:58:06 PM new
Hi Swagman,
I have placed a copy of that auction in your pending section. This is exactly how the auction was setup when it was launched. It shows those boxes as being checked.
You may want to contact eBay and see if they will offer you a refund.
-Brian
Got Questions? Check out AuctionWatch.com\'s Customer Service center at http://www.auctionwatch.com/service
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swagman
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posted on November 4, 2001 12:58:11 PM new
Hello Kajn'
The template is one of the standard AW ones. Struck me as been a very attractive colour - almost sea blue. Have to use standard templates as i don't know html[been told it's easy to learn but don't have the incentive when it ca nbe done for me].
Anyway, here's hoping both our probs have satisfactory conclusions.
Phil
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swagman
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posted on November 4, 2001 05:16:07 PM new
So are you saying that in a fit of sheer lunacy [+ amnesia] I ticked those 2 boxes myself? I know for a fact this is not the case - I just did not do it. I cannot see Ebay been willing to help me out with this[although I will try], as it is not there fault and I still insist it is not my fault. I cannot think of how else to say it and I am bored with my own repetition.
I was expecting it to be their when launched but what I want to know is HOW were they ticked if not by myself?? An answer would be appreciated.
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tomyou
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posted on November 4, 2001 06:16:26 PM new
Just a thought here that i have caught myself at. If you use a mouse center roll and as you are filling out an rolling down, sometime the "blue" selected items are still hightlighted and it scrolls through them. Then you can unknowingly select some of these options. I have caught this mistake a copule times and fortunaltley have not had one launch on me yet. Just another random though about what might have happened AW won't hep much so I thought I would just tos in my thought. Sorry for the error and lots of luck on your auctions, I think I'll give them a look myself.
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kajnrose
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posted on November 4, 2001 06:38:45 PM new
Hey Phil,
I ended up launching an auction tonight to test the templetts since AW thinks it's my html that is causing the picture problem. Well I used all my html and chose another templett and yup, it launched perfect. Wrote them to explain this to them but they probably won't read until another day or so.
Anyway....
I know your fuming and probably don't give a da*n but if you get a chance take a look at my auctions, tell me what you think.
Item #1293167969 - Launched incorrectly see the first picture.
Item #1293681701 - Launched correctly, using the same html and logos as above auction, everything the same except the templett.
Anyway, good luck with this problem, hopefully someone will help you with it. Looks as though they would go back and check all your auctions and see where you NEVER CHOOSE those boxes and maybe they will give you a credit. God knows they surely don't need the $$$.
Take care!
Kajn'
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swagman
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posted on November 5, 2001 06:16:56 AM new
Tomyou
Thanks for the suggestion but i just use a standard mouse.
Kajn'
Saw your new psot on the pic topic before getting here, we should set up a support group LOL. Nice looking ads[nearly makes me want to learn html]. hope you don't mind a suggestion re: layout [you've probably tried it anyway] - for priority mail/fed-ex 3rd day sections; group lines together apart from title[which should have space beneath]as this will save time scrolling down auction and still look good, & have you thought of placing the pics above the payment/gallery logos as this would result in the auction tailing off nicely.
They look great as they are but every1 has different tastes/ideas. hope your problem gets solved also.
Now re: MY problem seeing as I seem to be getting the silent treatment again [what happened to the customers always right or at least the problem is resolved when the customer is, if not at least happy then content].
It is obvious that the AW staff think the fault is mine due to the fact that I am getting no further forward with what I consider to be quite a serious issue. The only way forward, as far as I can see is for me to be quite blunt and say what I think has happened.
Someone has had a bad day at work and done it out of misguided frustration; before accusations of paranoia are cast at me please consider that in every type of work involving contact[whether eye2eye or not] with customers every1 knows of cases where actions have been taken which shouldn't have.[I could relate, amongst others, a story of a friend who was a chef involving the difficult customer - his steak dinner and a pet dog] - this is what I think has happened here.
My case:
1/I have never in my years of selling on Ebay used Home Page Featured or Bold Listing, the only features I have ever used are reserve and 10 day listing [i may have used gallery once or twice at most]-in the near future I plan to use gallery and BIN.
2/I have ebay invoiuces to back up the above statement.
3/The item the features were picked on was a low value poster[$4.50 starting bid NR-sold for $10]-not something you would Home Page Feature.
4/In case you think I picked that item in error, intending to put it on another. All my auctions for that launch were low value breweriana-it would make no financial sense to put it on any.
5/The only time I would use Ebay setup/edit on my inventory items is when I choose the item category; if you look at that page you will see it is next to impossible to tick those boxes by mistake. Please take 3 things into account when considering this - i;see Tomyou's suggestion and my answer. ii;I do not write my auctions under the influence of mind altering substances. iii; I am not an imbecile.
Your case[considering I belief you consider the mistake mine]:
1/The customer is either lieing/mistaken[see my argument above].
2/All AW staff are super duper people who would never do such a thing[i do believe this is the case and you are all on my Christmas Card list and I am sure it was a one off or at worst a very,very rare occurrence{it was only by chance I noticed it}].
3/Maybes AW would like to add the rest.
In ending I would just like to say that the ammount of effort/time I've spent on this I could have spent listing items and made more than I've lost but the principle prevents me from letting it drop. It was suggested by yourselves that I should try to claim the fees back from Ebay; I can see myself having to try this if AW remains as inflexible as they have upto now but why should Ebay [and I'm not one of there greatest defenders] be held responsible?
As a side note to any interested party; I also contacted Customer Service and Support re: this but of course receievd no replies, not even a polite p**s off and leave us alone.
Looking forward to a satisfactory resolutio n of problem.
Phil
please note-this has been badly edited to remove sarcasm.
[ edited by swagman on Nov 5, 2001 06:17 AM ]
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SonyaCS
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posted on November 5, 2001 09:40:20 AM new
Hi Swagman,
Were these relists, or brand new listings? Did this happen to any other auctions or just the one that you cited?
-Sonya
Got Questions? Check out AuctionWatch.com's Customer Service center at http://www.auctionwatch.com/service !
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swagman
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posted on November 5, 2001 10:33:56 AM new
Hello Sonya,
I created a lot of brand new listing in my inventory then later scheduled them to launch; I did not double check all settings on scheduling them as I knew I had made no changes.
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jtomp
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posted on November 5, 2001 11:12:09 AM new
Hi Swagman,
I had this happen to me a couple of days ago. Fortunately, I always do an Ebay preview and I noticed a $19.95 charge for "Featured in gallery". I absolutely know, without a doubt, that I did NOT click on that option. I am just happy that I caught it before it went through, as it was a $5.00 item!!! I am making a point of always checking the charges on my Ebay preview.
Jane
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SonyaCS
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posted on November 5, 2001 11:23:21 AM new
Hi Jane,
Is this happening on auctions you launch from inventory, relists, or brand new listings?
-Sonya
Got Questions? Check out AuctionWatch.com's Customer Service center at http://www.auctionwatch.com/service !
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jtomp
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posted on November 5, 2001 11:38:29 AM new
Hi Sonya,
It just happened again on an auction I was writing up and saving because the pics are unavailable. The $19.95 "featured in gallery" option was checked. This is making for very cautious listings - and please, when can we have photos back?????
Jane
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SonyaCS
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posted on November 5, 2001 11:50:38 AM new
Hi Jane,
Were you trying to select an image for the gallery, or do you leave that selection as N/A? I am unable to replicate this problem in my account. I also tried in yours and did not get defaulted to the $19.95 gallery option.
Regarding photos, I already posted in your other thread -- this appears to be an AOL issue, but we will continue to look out for it to see if there is anything else that we can do on our end.
-Sonya
Got Questions? Check out AuctionWatch.com's Customer Service center at http://www.auctionwatch.com/service !
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swagman
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posted on November 6, 2001 03:15:47 AM new
Jane.
I shall be joining you in been much more cautious when posting auctions from now on.
Sonya.
What about my problem?? Any progress with getting this resolved - I fee llike I'm banging my head against a wall here.
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SonyaCS
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posted on November 6, 2001 08:45:50 AM new
Hi Swagman,
I haven't seen any problems as of late that are similar to yours which is why I was asking if you were trying to place an image in the gallery. I was unable to replicate this problem in my account and in your account, so any additional information that you can provide will be helpful.
-Sonya
Got Questions? Check out AuctionWatch.com's Customer Service center at http://www.auctionwatch.com/service !
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swagman
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posted on November 6, 2001 11:11:46 PM new
Hello Sonya,
So are suggesting that because you cannot replicate it that this did not happen[or even worse that I am lieing and did it myself].
Please read "fully" my message of "posted on November 5, 2001 06:16:56 AM" which gives all the details and why it is such a preposterous proposition for someone to choose the features in the circumstances here.
As for not seeing any similar problems to mine, what about jtomp who posted here re: gallery images.
I'll state again that it would be easy for me to take the loss and move on but when I am paying money to use a service which has regular hiccups in providing a smooth service as it is [not all down to AW admittedly], I refuse to just accept it and move on.
You cannot replicate the problem, I know the problem was not caused by myself so it is from your end - software based or manpower based, I don't care but I do want it resolved in the form of the fees paid back. If I cannot get any joy here i will take this to other relevant message boards where I shall state the facts and let other prospective customers make up there minds about yourselves as a reputable company they would wish to use.
This may seem petty but I see it as my only recourse left - and for the few minutes every week it will take me to do that at least I will get closure which is one thing I can't see coming from yourselves.
i will send a copy of this to Customer services also - not that I expect any reply as before.
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swagman
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posted on November 7, 2001 11:14:45 AM new
bump [or should that be bang-the sound my head makes as it repeatedly hits the wall{you wish} in frustration]
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SonyaCS
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posted on November 7, 2001 11:19:43 AM new
Hi Swagman,
We are currently investigating this issue further, I will update you on the progress. Thank you for your patience.
-Sonya
Got Questions? Check out AuctionWatch.com's Customer Service center at http://www.auctionwatch.com/service !
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swagman
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posted on November 8, 2001 03:34:22 AM new
Thank-you Sonya,
I will not hold my breath but thank-you for the reply.
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doormat
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posted on December 27, 2001 12:06:12 AM new
I am bumping this thread because this happened to me three times. New listings I created in AMPro. The recent one ended up featured in two categories. A $15.00 pair of boots the eBay fees are $40.00+. In my case, I think selecting a different image for the gallery somehow caused the featured option to be chosen.
Swagman, if you're still around, would love to know how your problem turned out.
I am going to cancel my auction and write eBay, requesting a credit. Hopefully, they won't see I have done this two times before.
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bIFFETTE
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posted on December 27, 2001 06:41:19 PM new
Hey swagman!!
Same thing happened to me in a few different places.
1) Several WBN's started going out without any shipping methods in them (of course, they just duplicate the auction launch and say"well, see, you didn't check the box!" But I never even go into the auction individually anymore, they're all copies or re-lists, so I never "un-checked" them & why would I anyway??
2) Suddenly, instead of "Priority Mail" being checked as my ONLY shipment choice, "USPS First Class" was suddenly being checked as a shipping choice too
3) Not quite related but I have about 20%-30% of winner's STILL not receiving the WBN's that I send, even though the box turns blue and I get a copy of it in my own email as well.
It's now to the point where immediately after sending the WBN, I have to send a personal message thru my own email telling them if they haven't received a "Winner's Notice" to please contact me right away. So instead of AW fixing a constant problem, I'm stuck with ADDING yet another step to my duties to cover what they aren't doing.
I've been in personal email with Diane back & forth about this, she's on vacation right now, but nothing has ever been figured out or fixed and I'm just getting silence now.
I'm going right now to my last eBay invoice and check to see if there are any "featured" charges on there - not another problem!!!???
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toddstreasures
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posted on December 27, 2001 08:17:07 PM new
Dear Swagman:
A month or so ago, I ran into the same problem as you except AW kept checking Featured in Category. The first time it happened, I assumed it was my mistake and let it go. However, it happened twice more when I absolutely knew that I had not checked the box. Like you, the featured fees far exceeded the cost of the item. Consequently, I notified AW and the problem seemed to get resolved. I also contacted eBay and, thankfully, they refunded the fees without a hassle.
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