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EcommerceBytes-NewsFlash, Number 2778 - April 09, 2012 - ISSN 1539-5065    2 of 4

eBay Sends Coupon to Buyers Affected by Glitch

By Ina Steiner
April 09, 2012

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When eBay buyers were unable to pay sellers with PayPal one day last week, it was a big deal - PayPal is practically mandatory on the online marketplace. On Saturday, eBay executive Christopher Payne sent an email to sellers informing them that eBay had sent buyers who were affected by the glitch a coupon.

Of special interest to sellers was his promise that eBay would automatically remove negative feedback for transactions affected by the glitch.

In the email, eBay didn't mention another glitch that is affecting PayPal payments in which transactions are flagged as high risk, a glitch eBay has yet to acknowledge.

On Wednesday, eBay had posted a rare notice on its Systems Announcement Board informing users of the problem with Checkout. A PayPal spokesperson told EcommerceBytes, "Due to a technical issue, some eBay customers may have experienced difficulty completing checkout or paying for items on the eBay website yesterday. This issue was resolved and eBay apologizes for any inconvenience. To clarify, the technical issues were not related to PayPal and the announcement of PayPal Payments" (on Wednesday, PayPal had announced it was consolidating and rebranding its products PayPal Payments).

Here's a copy of the letter sellers received from eBay's Chris Payne:

Dear (name),

We want to let you know that on April 4 we had a technical issue that temporarily interrupted service in checkout. The issue is now fully resolved.

We've contacted buyers who may have been unable to complete a payment during the service interruption, and we've sent them a coupon, encouraging them to come back to eBay to shop.

Please be assured that we will automatically remove any negative feedback or low Detailed Seller Ratings for the affected transactions.

As always, we want the experience on eBay to be problem-free for buyers and sellers. We'll continue to work hard to make that the case.

We appreciate your business and thank you for selling on eBay.


Christopher Payne SVP, eBay Marketplaces, North America

About the author:

Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. She's a widely cited authority on marketplace selling and is author of "Turn eBay Data Into Dollars" (McGraw-Hill 2006). Her blog was featured in the book, "Blogging Heroes" (Wiley 2008). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com.

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