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Mon Sept 22 2014 15:16:43

eBay Outage Costs Seller Her TRS Discounts - Updated

By: Ina Steiner

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Update 9/24/14: eBay user "ladykingel" has clarified that she has not lost her TRS discounts, though she remains concerned that she could lose them before long. She provided more information about her experience dealing with eBay and about the impact of eBay's outage on her standings - see page 2 of the blog comments. Our thanks to ladykingel for helping us clarify this post and for sharing with readers more about this issue.

An eBay seller said eBay's September 3rd outage is costing her money despite promises from the company to protect sellers from such fallout.

eBay's Steve Boehm wrote letters to sellers who were impacted by major disruptions (September 3rd and September 14th) promising to protect their seller standings and Top Rated Seller status. He specifically said in his letter following the September 3rd outage:  

"Your seller status and any applicable Top Rated Plus discounts will be protected if you were not able to upload tracking information to eBay within your stated handling time due to this issue."

But ladykingel posted on an eBay Live Chat that she purchased postage on PayPal on September 3rd for 14 eBay orders, but PayPal had been unable to upload tracking to eBay's system.

On September 17th, she wrote on the eBay live chat board:

"Jeff told me to phone CS which i did: twice  (this resulted in OVER 7.5 hours of time being passed around and NO ONE had a clue how to fix this per the Boehm memo...they simply do not know who the right person is to fix the discrepancy where i have 14 packages that do now show as uploaded in a timely fashion and yet paypal can vouch and say i did upload them.  There are hundreds of sellers with this exactsame: PAYPAL VERIFIED issue and some of them will fall well below the 90% needed for upload tracking because of this ebay glitch. There is no way a seller can upload the tracking numbers BECAUSE the sellers shipped very quickly and we did not even know ebay had this glitch problem."

In response, Jeff (eBay's director of community) wrote: "CS is the best option to resolve your issues. Since it seems that that option may not be working for you, Griff has said he would be glad to look into this for you if you send him an email at griff@ebay.com"

We don't know how many sellers may have been similarly impacted or whether ladykingel ever got eBay to upload the tracking data from PayPal. What's striking is how long she spent trying (unsuccessfully) to get someone from eBay to fix the problem - 7.5 hours.

In a related issue, another seller said she was impacted by the promises made by Steve Boehm relating to eBay's September 3rd outage. Boehm's letter stated: "If the affected listing was a free listing, you can relist it within 7 days for free, even if you've used all your regularly allotted free listings." But the seller wrote on the Ecommerce EKG board:

"Just as I thought re: Sept 3rd outage. Got an email saying I could relist over 400 items that ended on the Sept 3rd glitch. So I went ahead and relisted and sure enough, got billed for all of them..on my way to call customer service now!"

If you've had any fallout from eBay's technical issues, let us know if eBay followed through and protected your standings and TRS discounts and credited you with free listings if due you.



Comments (48) | Permalink

Readers Comments

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This user has validated their user name. by: Anonymous Annie

Mon Sep 22 16:59:03 2014

Cue: ''Yakety Sax''

The ''Benny Hill Theme Song'' is just as suitable for eBay's management and customer service.

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by: Massachusets Howler This user has validated their user name.

Mon Sep 22 17:25:20 2014

we all feel SO Protected.
mh

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This user has validated their user name. by: iheartjacksparrow

Mon Sep 22 18:14:13 2014

Did anyone actually think eBay would help its sellers? All the higher ups will say anything but follow through on nothing. How any seller could believe a thing eBay tells them is beyond me. It's all lies, lies, and more lies.

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by: AgendaSwallowsAll This user has validated their user name.

Mon Sep 22 18:51:58 2014

''email at griff@ebay.com''. That's laughable, you may as well be clicking on ''Report a Buyer'' until you're blue in the face w/no response other than a canned cursory ''Thanks'' that MAY come 1-2 months down the road.

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This user has validated their user name. by: iheartjacksparrow

Mon Sep 22 19:49:10 2014

If I'm home on Sunday afternoons I watch Chiller TV's X-Files marathon. This last Sunday, the tag line for one of the episodes was "Deceive, Inveigle, Obfuscate." Sounds like the perfect motto for eBay.

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This user has validated their user name. by: Philip Cohen
Web Site

Mon Sep 22 20:25:07 2014

Regrettably what eBay says and what its algorithms do/allow are demonstrably chalk and cheese; that is never likely to change under the present management ...

The eBay executive suite—where the incompetent mingle with the disingenuous, the malevolent and the outright criminal, and the just plain stupid ... http://bit.ly/11F2eas

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This user has validated their user name. by: Ric

Mon Sep 22 23:11:52 2014

Mark my words.... eBay is struggling to retain revenue in order to avoid disappointing Wall Street.

I am betting that eBay is not reaching their target goal of eliminating 10 to 20% of their Top Rated Sellers from the discount program, and they are not pleased with their projected revenues for the end of the quarter.

eBay will drag these outage related issues out as long as possible while they fumble around to generate a process to correct the problem.

The bottom line will be that many sellers will end up losing their TRS due to outage related technicalities and they will not receive their discounts for September so eBay can retain the revenue on their books.  

After the end of the third quarter - after eBay has appeased their Wall Street masters and retained the revenue they need to bamboozle the market and investors, eBay will magically come up with the fix and extend credits to effected sellers. Of course the aforementioned credits will not be applied until October in order to make eBay's 3rd quarter appear stronger than it really is.

Coincidentally, the higher holiday volume will cover the seller credits eBay will issue and allow eBay to once again cook another quarters worth of books.

Some may wonder why Wall Street analysts do not call eBay out on this intentional fraud... The answer is that analysts do not want nor care to know the truth behind eBay's fakery unless and until it is exposed publicly and the lies are revealed. As long as eBay comes up with the numbers Wall Street demands, the process behind how those numbers are achieved will be wholly ignored.

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This user has validated their user name. by: laurengrace

Mon Sep 22 23:52:55 2014

I received a call from ebay tonight to taal to me about how to "improve my listings" tonight- 2 weeks after they restricted my selling "priveleges". I told the rep i really wasnt interested since i was just restricted from selling. After asking me for the reasons(the new defect ratings,which placed me AT BELOW STANDARD for the first time in my history of selling at ebay) i was restricted and my response, I was encouraged to contact "EBAY CUSTOMER SUPPORT" so that i could ask them nicely to reinstate my seller account. I politely told the rep, "Thanks, but no thanks. If Ebay doesn't want me, that is Ok. I am not going to call them and grovel to get my so called privelages reinstated. Wait on hold for any and everything anymore. No seller runs their own business on eBay any more. You have to call to get this removed and that removed. It is a joke. I told the rep, other venues deemed me worthy to sell on their sites, actually, everone but eBay. SO EBAY-KISS THIS!!

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This user has validated their user name. by: Philip Cohen
Web Site

Tue Sep 23 00:01:09 2014

Still the left hand knows not what the right hand is doing; has it not always been so under the guidance of Johnny Ho?

The eBay executive suite—where the incompetent mingle with the disingenuous, the malevolent and the outright criminal, and the just plain stupid ... http://bit.ly/11F2eas

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by: forrosebud This user has validated their user name.

Tue Sep 23 00:04:01 2014

@laurengrace

Good, no on second though, GREAT for you!

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by: forrosebud This user has validated their user name.

Tue Sep 23 00:04:56 2014

Typo...  on second thought

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by: comet This user has validated their user name.

Tue Sep 23 00:25:46 2014

I have to ask---

The OP said she sold and shipped 14 items within the "accepted"  TRS time frame and this WAS recorded and verified by Paypal.  However eBay REFUSES to help her get this recognized ON ebay.

After she spent a FULL WORK DAY of 7.5 HOURs on the phone with the endless parade of CSR's to NO avail---

Is it WORTH it?

Did she make MORE than she would have that day actually sourcing and selling vs sitting on the phone being passed around?

Can sellers AFFORD to continue "selling"  on ebay with this kind of disrespect and hard cold facts of LOSING MONEY with these sorts of shenanigans?

I know I can't and I doubt many CAN.

This is far beyond ebay trying desperatly to convince Wall Street and the stock holders that this is a going concern.  

This is violation of trust and violation of US laws.

Where IS some journalist willing to look at this and report on it?

And tell me---WHY are we all still ON ebay?

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This user has validated their user name. by: Ed Gadfly

Tue Sep 23 04:12:17 2014

@Comet

Why are you still on eBay? Why do the eBay sellers lack self respect and self preservation? Why Do you expect other people to fight for you, while you draw your minimum profits?

The problem with eBay is it's sellers.

Grow up. Fight for yourselves or have the good sense to leave. eBay is a joke.

Send your letters to griff@ebay.com. You don't get fair treatment from a company, so go grovel to their mascot.

Best there is, huh? Nobody puts a gun to your head every month forcing you to be a customer.

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by: bm707576 This user has validated their user name.

Tue Sep 23 06:01:27 2014

eBay is imploding one glitch at a time from it's own stupidity.

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by: ignatz This user has validated their user name.

Tue Sep 23 06:40:52 2014

Why are people wasting hours and hours with ebay's CS. Make one call, attempt to get it resolved.  When they give you the usual double-talk mumbo-jumbo hot-potato treatment, hang up and send a write-up of the problem online to the California Attorney General's office (http://oag.ca.gov/consumers), who WILL pass it on to ebay.  And when the AG sees the complaints pile up, she may actually be motivated to ask ebay why customers routinely have to wait 2 to 3 hours to talk to a CS rep.  And even start asking questions about some of the questionable policies ebay is pushing on sellers. Remember - that office sued ebay in 2012, and has joined the states' investigation into the security breach earlier this year.

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by: sasikat9 This user has validated their user name.

Tue Sep 23 07:37:42 2014

Only the carrot jumpers believe Fleecebay would actually help them.

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by: ebay refugee camp This user has validated their user name.

Tue Sep 23 07:46:55 2014

I just want to say I am sorry that happened to you because nobody at ebay is going to tell you were sorry.
You are just one of thousands who have lost their TRS status  for one reason or another.
The outages continue and sellers are suffering with no sales, the strange thing is the buyer protection, cases filed against sellers and the TRS ratings and defects seem to be working fine.
We still have not heard from John Donahoe!! Is he playing basketball and golf and cannot be bothered or what?
What in the heck is wrong with this company? They are not being responsible, they are not communicating with their customers, they seem to care less about what is going on.
Ebay customer service if you asl to speak to a supervisor you will be put on hold and then hung up on in about 20 minutes, or if you tell them you would like a supervisor to call you back they never do, you are wasting your time, this is well documented.
Obviously there have been thousands of complaints to different state and federal agencies but it still is happening.
If you did not opt out of ebay's lawsuit policy I would advise everyone to try to do that now I do not know if it is possible to change your preferences on that or not.
If ebay continues to take our money and continues to provide this level of bad services I would think that not only civil suits should commence but criminal charges should be looked at.
This is ongoing and this should have been fixed by now, I suspect that they do not want to spend the money needed to get technology and security experts who are able to fix it, that might cut into the profits and cut their bonus checks.

We have ebay execs who cannot say they have made mistakes or say we or I am wrong and we are going to fix the technical problems we are going to gut the TRS program and make it fair, we are going punish and remove bad sellers, we are going to make the feedback system fair, we are going to refund store subscriptions and listing fees for the last four months and we are going to provide the customer service our sellers need because the sellers are our customers.
Sorry that will not happen because we are dealing with wealthy bullies.

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by: redheadedlady This user has validated their user name.

Tue Sep 23 07:52:23 2014

@comet, @edgadfly

You asked why people are still selling on ebay.  I make quite a bit of money on ebay.  I also sell on bonanza, ecrater, etsy and my own website and none of those can even hold a candle to what I sell on ebay.  That is why I don't jump ship.  I wish I could.  COULD SOMEONE PLEASE TELL ME WHERE I CAN GO TO MAKE THE MONEY I MAKE ON EBAY!!!!  All the people say they are doing so much better - but where????  At least if you don't want to tell me, give me a hint!!  I can't afford to jump ship so I follow all the rules to a "T" so I am not kicked off.  

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by: PumpkinMan This user has validated their user name.

Tue Sep 23 09:36:43 2014

As a quick note to all... if you need to reship an item for any reason, please do not post a second tracking number to the original order as a new shipment. Ebay will use the newer tracking number to determine whether the order was shipped on time. We sell fashion jewelry, so we often have exchanges.  We are now seeing orders with up to 20 items showing as tracking not posted within stated handling time due to the fact that one item was exchanged at a later date. I called ebay this morning regarding this matter. CS mentioned that they are receiving many calls over this problem, but would neither confirm nor deny that this is the way system is supposed to work.

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This user has validated their user name. by: WOODJUNGLE! ON EBAY

Tue Sep 23 10:01:19 2014

Redheadedlady could not have said it any better.

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