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Sat June 26 2010 00:09:42

eBay Angers Buyers and Sellers with Unpaid Item Emails

By: Ina Steiner

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Yesterday (June 24), eBay began filing automatic UIDs (Unpaid Item disputes) on some purchases without giving buyers time to pay for the item. A buyer wrote to AuctionBytes saying she had 3 non-paying bidder notices within 20 seconds of buying the items from a seller, and said she would be shopping on other sites in the future. And this morning, eBay sent emails to sellers who had opened Unpaid Item Disputes today an email that gave them 1 day to close the case or else they would not receive a final value fee credit.

In her letter to AuctionBytes, the buyer wrote, "I checked my Resolution Center and it is showing 3 Unresolved UPI Cases Against me filed by UPI Assistant. Nothing like chasing away buyers!" The eBay email she received stated:

We opened an unpaid item case ***, because the seller either hasn't recorded your payment or didn't receive it yet.

Your payment must be received no later than Monday, Jun 28, 2010 14:35:26 PDT, to avoid an unpaid item being recorded on your account (and possible restrictions).

If you've simply forgotten to pay, please pay now so that we can close this case and the seller can ship the item to you.

If you can't reach the seller or there's been a mistake, don't worry - you can appeal to remove the unpaid item after the case closes.

And from the seller point-of-view: on Friday, a reader wrote to me to say he had received an email from eBay about an Unpaid Item dispute he had just filed this morning reminding him to close his unpaid item case tomorrow, or else he would not receive his final value fee credit. The eBay email stated:

Reminder: The unpaid item case for *** expires tomorrow! Don't forget to close it.

If you don't close the case before tomorrow, you won't get your final value fee credit, and it won't be recorded as unpaid item on the buyer's account.

If you received payment, it's important that you close the case to maintain a good relationship with your buyer.

These problems are not helping people have a good relationship with their trading partners or with eBay!

You can discussion about these problems here and here.

And here's eBay's posting of the problems, not sure why they don't post this on the System Announcement board.

Unpaid Item Cases Automatically Opening After Purchase
June 24, 2010 02:07:44 PM PDT
We are currently aware Unpaid Item Disputes are being opened the same day that buyers have purchased the listings. We are working to get this resolved as soon as possible. We sincerely apologize for the inconvenience.

Unpaid Item Cases Expiring Early
June 24, 2010 02:11:02 PM PDT
We are currently aware that sellers filing Unpaid Item Cases are immediately receiving a notice that the cases they just filed will be expiring the next day. We have found that the the next day the cases are, in fact, closing. We are working to get this resolved as soon as possible. We sincerely apologize for the inconvenience.




Comments (64) | Permalink

Readers Comments

eBay Angers Buyers and Sellers with Unpaid Item Emails   eBay Angers Buyers and Sellers with Unpaid Item Emails

by: RicRoe

Sat Jun 26 00:25:15 2010

eBay keeps shooting themselves in both feet and then wondering why they are suddenly unable to walk.

Automatic notices of any kind are unwelcome by buyers and sellers alike.

eBay management keeps fixing things that are not broken, and ignoring the broken things that are in desperate need of being fixed.

Management is  completely out of touch with buyers, sellers and the marketplace.

The level of incompetency would be startling if it were not for the fact that this management team is led by a dysfunctional CEO who obviously does not see the disconnect himself.

eBay Angers Buyers and Sellers with Unpaid Item Emails   eBay Angers Buyers and Sellers with Unpaid Item Emails

This user has validated their user name. by: Philip Cohen

Sat Jun 26 02:36:48 2010

Well, what does anyone expect from eBay these days? The only good thing to come out of eBay recently is the sleepless nights that the Chief Headless Turkey is undoubtedly having.

This fool’s activities can’t be doing the reputations of Stanford University or Bain & Co any good either, nor Meg—hopefully. I would not be surprised it they all don’t eventually come out and deny that they ever knew him.

This stupid, greedy, disingenuous, unscrupulous, indeed criminal, sociopath, and his many incompetent henchmen, will undoubtedly go down in the history of US commerce as representative of all that can go wrong with such publicly listed corporations sans effective board oversight and sufficient regulatory control.

eBay/PayPal/Donahoe: Dead Men Walking

eBay Angers Buyers and Sellers with Unpaid Item Emails   eBay Angers Buyers and Sellers with Unpaid Item Emails

by: performance stars

Sat Jun 26 07:25:54 2010

Well now, aren't they lucky no one is ALLOWED to rate them I see lots of 1s and substandard performance

eBay Angers Buyers and Sellers with Unpaid Item Emails   eBay Angers Buyers and Sellers with Unpaid Item Emails

by: ZZTopshlf

Sat Jun 26 09:55:27 2010

The incompetence is amazing!

I'm totally serious. It's as if the plan all along was how can we make this site so annoying, so intrusive, so micro managed, that someone would have to be crazy to buy or sell there!

Why don't they spend their time trying to figure out how to get more buyers on Ebay! The drop in traffic has been pathetic.

You used to see TV commercials back in the day.

eBay Angers Buyers and Sellers with Unpaid Item Emails   eBay Angers Buyers and Sellers with Unpaid Item Emails

by: bsanut
Web Site

Sat Jun 26 10:01:18 2010

Good God.  Can they EVER shoot straight?

Their new 'automatic' UPI assistant lasted one day with me.  Then I had to get help just to turn the bloody thing off.  And there are multiple automated Ebay mails to MY buyers that I CAN'T turn off.

All Ebay news is bad news. So saddening.

Joe

eBay Angers Buyers and Sellers with Unpaid Item Emails   eBay Angers Buyers and Sellers with Unpaid Item Emails

by: Mr. Obvious

Sat Jun 26 10:12:25 2010

It's a glitch, a money-making mistake to benefit eBay at the end of the 2nd Quarter.

''You sellers need to list more, in auction and fixed price format, and offer Free Shipping.''

Sorry, the Grifter made me type that.

eBay Angers Buyers and Sellers with Unpaid Item Emails   eBay Angers Buyers and Sellers with Unpaid Item Emails

by: Hardrock Rules

Sat Jun 26 11:21:00 2010

Just another tactic to PISS OFF buyers into dinging a sellers DSR's unfairly to kill the 20% discount, on eBay's likely purposeful error

And buy the way sales are dead across the board again, must be tinkering with Best match

eBay Angers Buyers and Sellers with Unpaid Item Emails   eBay Angers Buyers and Sellers with Unpaid Item Emails

by: RicRoe

Sat Jun 26 12:32:03 2010

''  Unpaid Item Cases Automatically Opening After Purchase
June 24, 2010 02:07:44 PM PDT

We are currently aware Unpaid Item Disputes are being opened the same day that buyers have purchased the listings. We are working to get this resolved as soon as possible. We sincerely apologize for the inconvenience. ''

Unpaid Item Cases Expiring Early
June 24, 2010 02:11:02 PM PDT

''We are currently aware that sellers filing Unpaid Item Cases are immediately receiving a notice that the cases they just filed will be expiring the next day. We have found that the the next day the cases are, in fact, closing. We are working to get this resolved as soon as possible. We sincerely apologize for the inconvenience.''

These are precisely the type of issues that are created when eBay outsources IT and allows outside contractors to piddle with eBay's fragile IT systems.

If JD had not been looking to reduce payroll by eliminating in house IT programming staff, many of these type of issues would never occur.

eBay's infrastructure has become so fragile, prone to programming errors and resulting ''glitches'' it is hard to believe eBay is still considered an IT company.

When one miscue screws the pooch as so often happens across eBay and PayPal, it is obvious that JD's cost cutting measures have failed not only eBay, but buyers and sellers as well.

By the time eBay gets done paying outside contractors to change something, then pays more for that something to be fixed so it functions properly, the cost to eBay is likely more than the payroll saved.

It is obvious what JD did when he cut staff. He shifted what would have been payroll dollars out of the P&L column for payroll and moved the expense into a non payroll column.

More smoke and mirrors designed to deceive the Board of Directors into thinking that JD has cut costs when in fact all he did was move money around to cook the books.

Besides the cost of perpetual ''glitch'' repairs, eBay fails to consider how much buyer and seller goodwill they  squander with each ensuing ''glitch''

Maybe if Meg is elected to destroy what is left of California, she will pull JD out of eBay to serve in her administration and save eBay in the process.

eBay Angers Buyers and Sellers with Unpaid Item Emails   eBay Angers Buyers and Sellers with Unpaid Item Emails

by: look beyond

Sat Jun 26 13:44:02 2010

Come on folks. When is it going to get thru to you that Ebay could care less about what you do or think.

eBay Angers Buyers and Sellers with Unpaid Item Emails   eBay Angers Buyers and Sellers with Unpaid Item Emails

by: Abcellars

Sat Jun 26 13:54:00 2010

Threatening any buyer with bad feedback is just a joke. eBay should NEVER send automatic notices to any user concerning payment for an item. It is a bad reflection on eBay and the seller. It makes for a bad buying experience for the purchaser. It is kind of like your mom calling you up and reminding you to pay your rent. The buyer knows what they owe. They know if they plan to consummate the purchase. I hate it when I receive an email from eBay reminding me to pay for something. It is hard for me not to associate it with the seller.

Why would eBay do these things if they understand that the buyer is the most important thing on eBay?

eBay Angers Buyers and Sellers with Unpaid Item Emails   eBay Angers Buyers and Sellers with Unpaid Item Emails

by: Metoo

Sat Jun 26 13:58:34 2010

@look beyond

They care enough to delete and censor everything they can wherever they can. They are spending up their resourses on paid stalkers, trolls and liars.

eBay Angers Buyers and Sellers with Unpaid Item Emails   eBay Angers Buyers and Sellers with Unpaid Item Emails

This user has validated their user name. by: Mercy the Mingless

Sat Jun 26 14:09:26 2010

In May 2008, Scot Wingo interviewed eBay CEO John Donahoe for Wingo's blog ''Ebay Strategies''

Wingo - Q: ''What are you doing to accelerate eBay?''

Donahoe - A: ''We are driving more changes than ever. There are no silver bullets, we're testing in different geos, when we find things that work, we'll do more of them and less of the ones that don't.''

Donahoe is delusional.  There is no other explanation.

eBay Angers Buyers and Sellers with Unpaid Item Emails   eBay Angers Buyers and Sellers with Unpaid Item Emails

by: fast freddy

Sat Jun 26 14:13:21 2010

I have a mother in law who is 93 years young. She has no idea who she is, where she is or who anyone else is.

But she has more brains and common sense than Donutholl could even dream of having.

eBay Angers Buyers and Sellers with Unpaid Item Emails   eBay Angers Buyers and Sellers with Unpaid Item Emails

by: Troglodyte

Sat Jun 26 16:53:21 2010

Not that ebay gives a damn, but one of the principal deficienies in their business model is that they employ too many low paid outsourced techs who can't write code and far, far, far too many arrogant young MBAs who make changes to justify their jobs and add to their resumes.

These changes are often either made to serve to serve ebay's tunnel vision self interest or simply for the sake of change whether it's needed or not and whether it's implemented correctly or not.

And then they wonder why ebay sinks to a new low everyday.

Neg Meg Whitman's trained monkey could randomly make better business decisions than this band of rogue keystone cops.

Whoever succeeds Donahoe needs to shake the tree and get rid of incompetents like whoever manages their data center, Norrington, Lathi, the PR and legal departments, Griff and that sociopath VP of Seller Experience or whatever ridiculous title he's annointed with.

However, terminating these people would be only a good beginning.

Ebay needs to be leaner and kinder so that only those changes which actually enhance both the buying and selling experience can be thoroughly tested and vetted up or down BEFORE they go online.

Donahoe must go. Now.

eBay Angers Buyers and Sellers with Unpaid Item Emails   eBay Angers Buyers and Sellers with Unpaid Item Emails

by: Not ZZTopshlf ebay_value Ebay Pays My Bills z50com

Sat Jun 26 17:07:13 2010

@ ZZTopshlf Ebay Pays My Bills

Hypocrite.

Ebay Pays My Bills May 24, 2009
Rob, that was 2-3k a week.

Great seller z50com $2000-$3000 a week.

Ebay Pays My Bills April 20, 2009
Great sellers adapt to Ebay's changes and move forward. Sometimes I get really tired of hearing all the failures crying!!!  

Love calling sellers failures and narus.

Your turn.

ebay_value May 26, 2010
I've signed up to work 12 7's for the next 3 weeks. 6 pm to 6 am
It's not a picnic but it'll pay the bills. . .

ebay_value June 5
Got my first paycheck today and it'll pay the bills for sure!
Yes, a real job after all these years.

ebay_value June 16
The temp job is over! :-(

ebay_value June 22
I'm paying Ebay about $450 a month now.
That's about 40% less then usual.
I have a feeling Ebay won't even get close to the numbers they desire this Q ~ :-(
We're all gonna miss our quota's this Q. . .

Having problems Temp Job Pays My Bills?

eBay Angers Buyers and Sellers with Unpaid Item Emails   eBay Angers Buyers and Sellers with Unpaid Item Emails

by: Denise

Sat Jun 26 17:52:23 2010

I was the buyer in Ina's article. I was also a seller on ebay, so I knew that it was impossible for a seller to file UPI's 20 seconds after a sale. I originally thought that someone screwed up the automated Your Have Won notice with the UPI notice, until I checked the resolution Center in MyEbay and saw that I had 3 UPI against me. I planned to continue shopping with this seller but ran in to this Glitch and started to wonder at what point does ebay automatically suspend a buyer? How many UPIs? I have no experience with UPIs as a buyer- I always shop- then pay immediately. So, after 3 UPIs in a row- I decided to just quit shopping, the items I was purchasing are available elsewhere. I paid teh seller for my 3 items, and immediately received notices from ebay that the UPIs were closed.

I notified the seller about the issue- she immediately sent messages saying she was sorry. I rplied telling her that she had nothing to be sorry about, that I was only e-mailing her to let her know there was a problem and that she would more than likely be losing sales because of it. She said she was going to turn off the automated UPI.

I will leave all 5 star DSRs for this seller. My concern is what will the inexperienced or trigger-happy buyers do to this sellers DSRs? I feel sorry for her.

There was another glitch that I did not mention- I was trying to purchase multiple BINs in one listing-but was not given the quantity choice, so I had to do individual purchases, when the quantity was only one available I was given a quantity choice - so more lost sales for sellers there too.

eBay Angers Buyers and Sellers with Unpaid Item Emails   eBay Angers Buyers and Sellers with Unpaid Item Emails

by: yazrallah

Sat Jun 26 18:02:39 2010

When it comes to "glitches" and electronic features that are 100% broken, FeeBay leads the way. That is the ONLY thing they are good at, and their hard work has paid off.

eBay Angers Buyers and Sellers with Unpaid Item Emails   eBay Angers Buyers and Sellers with Unpaid Item Emails

by: unaware This user has validated their user name.

Sat Jun 26 18:06:26 2010

Has anyone else noticed how ''buggy'' the eBay site has been the last week or so?... I am getting elongated boxes with information in them where most of the box space is empty and I have been getting text run out of boxes in other areas... I am talking about normal text boxes that eBay has had in place for years all of a sudden don't look ''coded'' correctly.... some of the site pages are starting to look like a amateur wrote the code for them. I don't want to disparage hard working code writers in India but things on eBay are getting weird... not just managements polices but the day to day stuff too!  

eBay Angers Buyers and Sellers with Unpaid Item Emails   eBay Angers Buyers and Sellers with Unpaid Item Emails

This user has validated their user name. by: Philip Cohen

Sat Jun 26 18:25:22 2010

@ Denise,

The ability to buy multiple BIN items has been gone for some time now. eBay has been desperate for revenue for some time, and they then realized that they were getting only one listing fee for those multiple-item sales, and decided that that was unacceptable, so now there is a separate listing (and listing fee) for every item sold. But if you ask eBay why this is so I am sure they will tell you it has something to do with Trust & Safety.

eBay Angers Buyers and Sellers with Unpaid Item Emails   eBay Angers Buyers and Sellers with Unpaid Item Emails

by: Ken Chicken

Sat Jun 26 18:59:14 2010

Once again Phil Cohen you have displayed your absolute lack of knowlege of CURRENT ebay policies , your post regarding multiple bins is complete fabrication . You need to do your homework and stick to the facts before you constantly vomit your propaganda all over the net

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