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.
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.