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eBay Communicates with Sellers over Outage in Europe

After an eBay outage in Europe in mid-August, the company said it would take some actions to support sellers who had been negatively impacted. An eBay UK seller recently received the following email with details:

We’re protecting your business on eBayLast week some of our customers experienced problems accessing eBay in Europe. We found that this was part of a wider Internet Service Provider issue and we apologise if your business was affected at this time. Our technical experts worked hard to restore access to our sites as quickly as possible.

We’d like to share the actions we’re taking to support you in response to this outage.

  • You may have had difficulty accessing the site which prevented you from dispatching orders as quickly as usual. If this is the case, we’ll protect you from “low dispatch time” DSRs and “item not received” cases opened within 2 days of the estimated delivery date.
  • If you had an auction open within the impacted period and chose to cancel it, we’ll remove any defects that may occur as a result.

We take these issues very seriously and will always take the right steps to protect your account.

You’ll receive further communication from us detailing any specific action we take to protect your account as a result of this outage. You can also see how we’ve protected you by checking your seller dashboard.

The email was signed by Marty Ellis, Head of UK Service Experience.

EcommerceBytes reported several eBay outages this summer. The UK email seems to reference one that occurred on August 12th – see eBay Suffers Outage for Some. eBay also suffered technical issues in late July.

UK newspapers called the August 12th incident eBay’s tenth major outage of 2014.

Until recently, sellers could count on knowing what eBay said it would do in the case of an outage. But this summer, eBay eliminated the outage policy set up in 1999 and replaced it with a generic policy that advised sellers to check its announcement board for information in the case of an outage. Interestingly eBay did not notify sellers of the outage policy change.

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Ina Steiner
Ina Steiner
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.