|Tue Nov 22 2011 17:54:00|
eBay Glitch Unleashes Emails from Old Claims
By: Ina Steiner
eBay sellers say they are receiving emails today from eBay about cases their trading partners filed months - or even years - ago. At least some of the emails begin with the following message:
"A buyer tried to open an eBay Buyer Protection case because the item hasn't arrived yet. It was too soon to open a case, so we asked the buyer to contact you. If you haven't already heard from the buyer, we recommend you get in touch with the buyer. Most issues can be worked out through email or a simple phone call."
Some emails are from the spring, others go back to cases that were opened in 2009. Some sellers thought it was a spoof email while one seller said an eBay customer service rep told him it was a hacking attempt (see discussion board thread).
An email forwarded by one seller had a subject line, "(User ID), please contact your buyer to avoid an eBay Buyer Protection case" - a message that may well cause sellers some palpitations when they first receive the notice, since eBay counts open cases against sellers' performance standards.
One reader who reported the problem wrote in his email to EcommerceBytes, "Listing the user names and cases of these people may not be funny for buyers or sellers which may have resolved these cases a long time ago."
We'll up date this blog post when we hear back from eBay about the scope of the problem and whether buyers also received the emails. In the meantime, leave a comment, and please indicate on Ecommerce EKG if you're having the problem (thumbs up) or not (thumbs down).
Update: eBay spokesperson Johnna Hoff responded to my inquiry, "We are aware of the issue and working to resolve," and eBay has posted an announcement on the Systems Announcement Board:
"We're aware some members may have received an email message regarding an eBay Buyer Protection case for completed transactions. These communications were sent in error. We are working to resolve this situation and regret any inconvenience this has caused."