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Why You May Have Gotten Cancelled eBay Orders Today

Why You May Have Gotten Cancelled eBay Orders Today

Some sellers may have experienced some cancelled order requests as a result of an eBay SNAFU. The company sent a misleading email Thursday to members of its loyalty program, which awards them “eBay Bucks” to use toward future purchases.

eBay Bucks snafu

In yesterday’s email, eBay urged participants to make a purchase before their eBay Bucks balance expired on May 2nd, displaying their balance and providing them with a special code. But some members of the program had already redeemed their Bucks.

A reader forwarded us the email she received showing she had hundreds of dollars in Bucks to redeem – but she had used her eBay Bucks in early April as soon as they were released. Here’s the email she received:

Use Your Bucks by May 2
Your hard-earned Bucks are expiring soon. Don’t miss out!
Your balance as of April 22, 2019: $ (redacted)
Your special code: (redacted)
“Redeem Your Certificate” (hyperlinked)
Cash in rewards by 5/2 11:59 PT.

“This could cause confusion for many buyers as the code and amount are included in the email and a buyer may think the code is still available and could purchase something, not realized the message is wrong,” she warned.

According to eBay message board threads, Twitter, and Ecommerce EKG, that’s exactly what happened, and it’s not just making buyers angry – sellers are taking a hit from buyers who decide to cancel their order after finding out the code didn’t work.

Said one member: “So I bought an item only to find it had already been used. Since I buy on several accounts, 100s of items per month, I assumed it was ok. Now there is a seller who is unhappy that I requested to cancel. eBay’s response, oh, we’re sorry. They got THAT right”

eBay moved another thread where members were discussing the problem to a private board, but that didn’t stop people from posting on Twitter and on the Ecommerce EKG board.

One member’s interaction with eBay customer service on Twitter about the issue did not go so well. He wrote, “@AskeBay Your system sent me an email mistakenly claiming I have extra bucks which I don’t! #ugh #freemoney #glitch.” @AskeBay’s response to his report: “We won’t be able to issue a coupon but if the eBay bucks weren’t used, you should still be able to redeem them until May 2nd.” But he had just posted that eBay had sent him a coupon with a balance when his balance was zero.

Readers also reported the issue on the Ecommerce EKG board.

eBay Bucks members are some of its best buyers, and the experience led to a disappointing shopping experience for some – and challenges for sellers as well.

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). She is a member of the Online News Association (Sep 2005 - present) and Investigative Reporters and Editors (Mar 2006 - present). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com. See disclosure at EcommerceBytes.com/disclosure/.

4 thoughts on “Why You May Have Gotten Cancelled eBay Orders Today”

  1. Ebay continues do not be able to do anything right and continues to irritate their customers. This time the upset their best customers by issuing another one of their emails that has incorrect information on it. I mean how hard is it to have somebody look at these things before they go out? Its becoming nothing but another one of the internets Joke of the Day comments whenever Ebay issues emails.

    I even had gotten an email for free listings that had an erroneous start date in the email which made me believe I had already missed it, to only find out it was actually issued a day early. They keep reusing templates but whoever is in charge of this feat cannot seem to take the time to make sure that the information is accurate any longer.

    I seem to remember a post at one time about ebay having outsourced is Ebay Messages to another company and based on their history with outside companies doing work for them, the odds are this is another one of those off shore projects of Wenigs where he uses the cheapest bidder regardless of whether they have the staffing or skill level to do the tasks assigned. But I guess that should be no surprise since he managed to become the CEO when he obviously does not have the skills necessary to perform the duties required of the position and then he does what all incompetent managers do when they are in over their heads, they fire, layoff or cause those that are better suited for the position than they are to leave the company so they will no longer be threatened. Whats worse is he then hire new employees who are even more incompetent than they are resulting in the company going downhill fast.

    I still am a firm believer that he must have some major dirt on a majority of the BOD or they would have replaced him eons ago. But that is how people like him operate and move up the ladder at larger companies. What are you going to do now that you have really irritated the cream of the crop of your buyers Ebay? As usual I see that you didn’t do what you would expect us a Sellers to do, which is honor the cost or the mistake as it is just a cost of doing business on your site. But no, Ebay would rather hide the threads about these issues hoping that it will be swept under the rug once again. I don’t know how but am waiting for Ebay to find a way to blame the Sellers for this error also.

  2. How dumb do you have to be to pay for an item WITHOUT seeing with your own eyes that the coupon is being deducted?? You put it in your cart, or go directly to checkout. If you have bucks available, it will show near the space on the bottom left for a coupon. You apply it you have it. What, you don’t have a balance available? No problem, buy it anyway and then complain that you didn’t get the bucks applied. Blame eBay and mess up the seller at the same time, all because you don’t have a brain in your head. Maybe the inadvertent, fictitious, duplicitous coupon message was a test, to see what percent of eBay buyers are brain dead. These buyers should be banned for life.

  3. I received that email from eBay as well. Since we had multiple accounts I couldn’t remember whether we had used all of our Ebay bucks. So yes you check the box to apply that code to see what you have left. One account we had used them but on our other two we hadn’t. However, it’s ridiculous to state that the “buyers should be banned for life” just because they made a mistake that wouldn’t have occurred if they hadn’t received that stupid message from eBay in the first place. Sanctions should be against eBay not the buyers.

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