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eBay Credits Some Seller Fees following Latest Outage

After a 7-hour disruption to eBay’s site on September 14, the company told sellers in an email it would credit certain fees and protect them from defects. Only those sellers it identified as being impacted by Sunday’s issue were promised protection – and only for certain transactions – however.

In the letter sellers received, eBay said the personal information of customers was not compromised by the incident. It also referred to other technical issues its site has experienced this year when it wrote:

“We know how much it matters to your livelihood that eBay functions properly, and that lately our performance hasn’t met your expectations. We apologize for this and are taking steps to ensure that we do meet them going forward.”

Monday’s letter to sellers said eBay would automatically credit all fees for certain listings that ended between 3:15AM PDT through 12:45PM PDT on Sunday. The fee credits apply only to auction listings that ended, except those that sold for a Buy It Now price, as well as any fixed-price listings that ended without a sale, except 30-day and Good ‘Til Cancelled listings.

“Any transaction defects we can identify as resulting from this issue will be removed and not impact the seller’s performance record,” eBay wrote. “Top Rated status and Top Rated Plus discounts will be protected for sellers who were not able to upload tracking information to eBay within their stated handling time due to this issue.”

The full letter – one version for U.S. sellers and one for UK sellers – can be read on the EcommerceBytes Blog along with more information.

Comment on the EcommerceBytes Blog.

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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. See disclosure at EcommerceBytes.com/disclosure/.