eBay sellers rely heavily on Facebook, just as many businesses and individuals do. But a second problem has cropped up for sellers in recent weeks that has us wondering if there's something going on behind the scenes between the two entities.
We heard from a reader that the eBay for Business Facebook account has been throwing off strange messages when they attempt to contact eBay through the platform, a problem that has been happening for the past 3 days.
That seller is not alone - others are discussing the problem in the comments section
of a recent post on the page, with one seller including a screenshot of the strange message.
The EcommerceBytes reader called it very odd and wrote, "It's always been much easier to get help there but in the past 3 days all we are getting is a message that says "eBay for Business: Thank you for contacting us on our Social Media channel. We're here for you any time. You are entering a third-party application, therefore we recommend you do not share any personally identifiable or payment-related information. We will be with you shortly."
In responding to one seller who reported the problem in the comments section, an eBay for Business moderator said eBay had created a new account authentication process:
"In order to verify your account ownership and grant us permission to access your account, please click this link and follow the steps. This is our new account authentication process, you'll no longer need to provide us with your email and zip code, and you'll be routed back to us once that's complete."
The moderator also said eBay was experiencing high queue volume via its social media channels, to which a desperate-sounding seller responded that they were also getting the new message and said, "I need to talk to you guys about a case. Clock is ticking."
The moderator did not explain why eBay for Business instituted a new account authentication process or what, if anything, it was doing to respond to the higher volume of customer service requests on its social media sites.
Recently eBay addressed a different issue sellers were having after Facebook removed certain groups that had "eBay" in the title of their Facebook Groups. eBay said it was investigating the issue
but confirmed it was not the result of any official eBay request.
On January 6th, eBay updated its post to say it was working with Facebook "to improve the checks and balances, and to do everything possible to reduce the chance of this happening again. We also are reviewing our social media name & logo usage guidelines to be sure they are clear and easy to follow for all of our seller community."
Many people routinely complain they can only get customer service issues resolved through eBay for Business on Facebook rather than through eBay's own platform. But the recent issues show the risks of relying on a third-party platform - something eBay sellers can probably relate to all too well.