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eBay Apologizes to Sellers for Billing Incident

eBay glitch

eBay glitcheBay sent an email to sellers on Tuesday apologizing for a serious billing-related glitch on Monday, but there’s a glaring omission in its letter: what sellers should do if the glitch caused them to double-pay their August invoice.

eBay had sent notices to sellers on Monday warning them to pay invoices they had already paid, “in order to keep their accounts in good standing.”

eBay fails to provide instructions to sellers on whether they can receive immediate credits for any overpayments they made as a result of eBay’s email mistake. Here’s the letter eBay sent to sellers today:

Dear (redacted),
On August 20, we sent you an email with the subject line ‘Keep your account in good standing – payment needed’, indicating that your payment was due. That email was inadvertently sent to you. We’re sorry for the time you may have spent reviewing and responding. We value your time and we apologize.

Your account is in good standing and there is no action required by you.

Sponsored Link

As always, to review your current payment status:
1. Go to My eBay, and then select Account.
2. Select the All account activity link in the Account Summary section.

Thanks for your understanding.
eBay

eBay also notified sellers of the glitch through a post on its seller announcement board on Tuesday.

EcommerceBytes notified readers of the problem yesterday on the EcommerceBytes Blog.

Ina Steiner on EmailIna Steiner on LinkedinIna Steiner on Twitter
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.

4 thoughts on “eBay Apologizes to Sellers for Billing Incident”

  1. Finally got an email today that my July 31st bill was now available for download. It is only 15 days late!
    Unbelievable!!!!!!

    eBay = Dead Man Walking

  2. Since sales have been so slow for the last 4-5 months, it’s made it easier to review my invoice. In one month alone, they owed me $55.00. Another issue came up where they told me they would refund me because of a “glitch”. I have begged for about 6 weeks to be refunded for over charges. It’s like pulling teeth to get it done. If I have to talk to ONE MORE PERSON from the Phillipines, I would prefer to shoot myself. Also, when my sales bottomed out, I discovered they were being sent to other countries. “They” couldn’t even find my products. In my opinion, their algorithm is way out of whack.

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