|Mon Sept 22 2014 15:16:43|
eBay Outage Costs Seller Her TRS Discounts - Updated
By: Ina Steiner
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 firstname.lastname@example.org"
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.