Feedback update & Billed for insurance not sold

quote:

Originally posted by JBOverstockAuctions:
I have two questions/issues.
First, I have finally achieved a feedback score above 15 and would like to list Fixed Price auctions with multiple items available for the same price. Unfortunately, Auctiva still says I only have 8 for a feedback score. How do I get my Feedback score to update and be correct so I can begin using this selling method?

You can try updating your eBay token. Go to the My Account tab, click "Settings", then "eBay settings".

quote:

Second, I keep getting billed for insurance that was never purchased. How do I stop this from happening?
Thank you! I'll sit back and wait for a reply!
Bob
JBOverstocklAuctions

Are you using Auctiva Checkout? If you are, and have insurance ON, then your buyers can purchase insurance by themselves when they go through the checkout process. Are you sure that your buyers haven't bought insurance, and maybe you just didn't realize it? Auctiva insurance can be a bit confusing for newer folks sometimes. You can click on the "Transactions" tab to look back and see if any of your customers have bought insurance on past transactions.

If you're sure that's not the case, then the best thing to do would be to contact Auctiva support to get help from them. Click "Help" in the upper right corner of the screen, and you will see a link on the right side to file a support request.

Thanks for your reply.

I have updated feedback to register the proper number.

As for the insurance issue, I have gone back and looked at my PayPal receipts and they show me when insurance is purchased. The invoices in question do not show insurance purchased. A few weeks ago when I received an invoice from Auctiva, I just immediately paid it without even thinking. But then I went back over my invoices and found that most of the buyers did not purchase the insurance option. Auctiva did credit my account, but now here I am with an invoice from Auctiva again, with charges for insurance that were never purchased. I have to say I find it very disturbing. Somebody give me some guidance please.

Thanks!
Bob

The only people that can help you with invoicing issues are Auctiva support, so it's probably best to file a support request directly, as they may not see this thread.

Good luck!

The FB you have (as shown on Auctiva) only seems to update when you renew your token. As far as listing, you need only be concerned with the FB number you actually have on Ebay.

quote:

As for the insurance issue, I have gone back and looked at my PayPal receipts and they show me when insurance is purchased. The invoices in question do not show insurance purchased.

They would not show it because you did not purchase the insurance through PayPal. You used Auctiva insurance, and not the PayPal USPS insurance that you'd purchase yourself when printing a shipping label.

The amount for insurance should be included in the paypal total though.

Example, using Auctiva insurance:

Item sells on eBay for $50 with $1 cost for insurance.

Buyer pays through Auctiva and selects insurance. We purchase the insurance for you and buyer pays $51.00 to paypal and paypal shows $0 for insurance. You did collect that $1 for insurance though.

In other words your paypal invoice wouldn't show a separate line item for insurance since you didn't buy it at PayPal. PayPal would just show you the total cost of the item bought on eBay with shipping, handling, and insurance all lumped into 1 payment to you.

Log into Auctiva and then check these invoices:
http://www.auctiva.com/sales/saledetails.aspx?tid=149679152
http://www.auctiva.com/sales/saledetails.aspx?tid=144910978
http://www.auctiva.com/sales/saledetails.aspx?tid=149599378

Then compare the grand totals with what was paid on PayPal. All 3 of those show insurance paid for.

Ok, I did find 2 that you were billed for insurance on, but it looks like the buyer did local pickup.

http://www.auctiva.com/sales/saledetails.aspx?tid=149600798
http://www.auctiva.com/sales/saledetails.aspx?tid=149679154

Could that be the problem? You have insurance

You do have insuranced listed as included in shipping and handling though for local pickup:
http://cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&item=260214453120
You should probably set it to not available when you give the local pickup option and then we would not automatically purchase it for you. It is a computer though and we have no way to know and assume when it's included in shipping and handling to auto purchase it which is what 99.9% of people mean to happen in that case.

If you file a support case and include the sales transaction id's where you had local pickup we'll refund those for you. I listed 2 above but didn't check any others. You'll want to edit your saved listings and maybe any listings running on eBay with no bids to remove the insurance option on local pickup.

Hi Folks,

I have some minor contributions to the issues...

I do see Insurance on each of my PayPal detailed transaction pages for a buyer that opted for Insurance. However, I use ebay checkout.

I have noticed that the one-page lister is sometimes toggling the settings I standardly use of Optional to REQUIRED for insurance. I've been using Auctiva for two years, and that oddity is fairly recent (maybe last month or so). I haven't yet discovered if there's a pattern to it toggling and have had a few go to submission where I caught and changed them with Revise on ebay. I usually double-check my shipping after release, and that's when I spot them. It could be something I'm doing, but I haven't changed my habits on preping auctions in any way I can attribute as the cause. Is it possible that recent changes to the one-page have a bug?

I haven't had any incorrect billing, but my sell rate is small and buyer insurance purchases are only a few per month (if that).

Danno

quote:

I do see Insurance on each of my PayPal detailed transaction pages for a buyer that opted for Insurance. However, I use ebay checkout.

I might be wrong on that and PayPal might show it. I think I figured out the issue with my post above that likely crossed path with yours. It would appear to have to do with local pickup.