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eBay Apologizes for Lockout By Giving Users Coupons

We told you on Thursday about an incidentin which eBay required a small subset of users to reset their passwords on Wednesday. On Friday, eBay sent them an email explanation along with a $25 coupon.

The title of the email was, “No unauthorized activity has occurred on your account.” eBay explained in the email:

“On July 22, you received an email from eBay stating that we suspected unauthorized activity on your account. We’d like to inform you that this notice was sent in error – and that no unauthorized activity has occurred on your account.

“For any inconvenience this error may have caused, we’d like to offer you a $25 coupon.

“Here’s what happened: A small number of eBay members received a message titled “MC010 Unauthorized use of your account – please contact us.” This message was automatically generated by one of the many risk-detection models we have in place to keep our members – and their accounts – secure. After a thorough investigation, we determined that a technical issue inadvertently triggered a false risk assessment, which led to the email you received, as well as the need for a mandatory password reset for your account.

“As you’ve already reset your password, no further action is needed on your end. Again, we sincerely apologize for any inconvenience this may have caused.

“Nothing is more important to eBay than the security and trust of our members. We know you have high expectations of us, and we are committed to ensuring a safe and secure experience for you.

“If you have any questions regarding this error, please contact us.”

The email letter was signed, “Sincerely, Steve Boehm, Senior Vice President, Global Customer Experience.”

eBay spokesperson Ryan Moore told EcommerceBytes last week that the issue impacted a small subset of users – “far less than 0.1%,” he said.

eBay UK similarly sent a coupon to users for a glitch that had prevented shoppers from redeeming a coupon the marketplace had sent them, see today’s other story for details.

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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.