Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Thu Feb 2 2012 20:54:43

Should eBay Credit Sellers for Site Disruption?

By: Ina Steiner

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eBay experienced technical issues on Wednesday afternoon that lasted until midnight. eBay Canada was the only site to inform sellers, characterizing the problem as "issues with sign-in and calculated shipping," but users reported widespread problems that affected eBay.com, UK and Germany as well.

As EcommerceBytes reported on Wednesday, eBay customer service reps were telling callers that the problem was a "major technical issue" - one user was told as many as 50% of eBay users were unable to log-in.

The issues began sometime between 2 - 4 pm EST on Wednesday, and eBay Canada wrote in its announcement that the issues lasted until midnight EST - which would be an 8-hour disruption or longer.

eBay spokesperson Johnna Hoff responded to our inquiries, writing in an email today, "Yesterday we did experience a brief disruption to some sign-in and check-out functionality. The issue was resolved yesterday as well."

eBay has an outage policy for such events, I'm awaiting word from Johnna about the cause of the disruption and how eBay is planning to implement the provisions of the outage policy.


Let us know how you were affected, and what you think of eBay's outage policy, which states, "When outages occur that are at least one hour in duration, eBay offers this Outage Policy to compensate for member inconvenience." Are the provisions outlined in the policy adequate?

Should eBay credit sellers fees for affected listings? Should eBay have automatically extended listings on Wednesday?




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Perminate Link for Should eBay Credit Sellers for Site Disruption?   Should eBay Credit Sellers for Site Disruption?

by: Red Ink Diary This user has validated their user name.

Fri Feb 3 00:54:53 2012

Unless the policy has changed eBay is quite specific that if there is an outage it will be reported on the system announcement board.

If there was no announcement there obviously was no outage.

The spinners are referring to a "brief disruption" and it did not go on the board so there is your answer.

Is that fair?
No
Does eBay care?
No

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by: kellygirl1217 This user has validated their user name.

Fri Feb 3 02:29:39 2012

All of a sudden in the late afternoon I could not log into my account for a good 2-3 hours. Then even when I could log in, there were several listings I could not view at all. Looks like a hack to me...

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by: Theresa This user has validated their user name.

Fri Feb 3 07:59:19 2012

Well, that explains that.  I had 20 auctions end Wednesday night for very popular items and was dismayed that the bidding did not increase at the end as normal.  Then when payments started coming in, I noticed that 17 out of 20 buyers were in Canada.  So I guess my US bidders could not get in.  I lost a few hundred dollars over that ''glitch''.

Perminate Link for Should eBay Credit Sellers for Site Disruption?   Should eBay Credit Sellers for Site Disruption?

This user has validated their user name. by: Ed Gadfly

Fri Feb 3 08:33:22 2012

eBay gives people FREE auction listings and sellers still wind up losing money.

How can you get eBay to do their job correctly?

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This user has validated their user name. by: Nan
Web Site

Fri Feb 3 10:21:35 2012

The only issue I experienced Wednesday was not being able to view item pages.  I was going through my saved searches looking for stock to buy, and kept getting eBay's tech difficulty page (with the yellow banner) when I tried to view an item page.  'Please try again later'.  I did not.  Sales were definitely lost.  

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This user has validated their user name. by: Anonymous Annie

Fri Feb 3 10:48:08 2012

Should eBay credit sellers fees for affected listings?

Absolutely! But *if* such a thing were to happen, it would not likely be an across-the-board credit. Sellers would first have to make individual requests (in a complex maze of procedures)... those who managed to successfully navigate the obstacles would then have their request ''reviewed'' for merit. I'm certain that eBay knows it's cheaper to create roadblocks than it is to do the right thing. They also know that some sellers put more value on their time (and hassle) than the do on the pittance of a credit that they might (or might not) receive... and so many sellers wouldn't even bother.

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by: ebay refugee camp This user has validated their user name.

Fri Feb 3 12:59:23 2012

Yes they should. The problem however was still going on yesterday on and off and this was happening Tuesday also. This issue lasted much longer than anyone is reporting. uesday I was happening problems on one computer running windows 7 and no problem on a computer running xp and this continued off and on through Thursday. My sales surprising dropped off last week and they should be picking up as  the season for my items is now through September. I think there is a huge problem or ebay is just dying because of the pressure from all the free listings. They picked up in January and now very slow

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This user has validated their user name. by: Ming the Merciless

Sat Feb 4 16:08:24 2012

Before some of you start rolling your eyes, consider the following:

1. In order to belong to the Better Business Bureau, members have to agree to respond to complaints -- ALL complaints -- in writing.

2. When complaints are filed against a company, that company has to pay someone to respond to them which costs that company time and money.

Here is clearcut and unequivocal example of a common fraud that ebay has perpetrating againt sellers by A) its standard refusal to admit outages to avoid revenue loss and B) that this week's outages adversely affected thousands of sellers for anywhere from 2 to 72 hours in several countries including the US.

Yes, we all know that the some ebafia flunky sits of the BBB BoD, but ebay will have to respond to the fact an outage occurred and that outages that have a duration of one hour or longer are owed refunds from ebay.

Complain to the BBB,. The more complaints the better. Flood the BBB and ebay with complaints.

Here's the online complaint link:

http://sanjose.bbb.org/ComplaintInformation.aspx

D
on't
forget to the cut and both lines of the above link.

Every complaint we submit annoys one of ebay's sociopaths.

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by: Patricia This user has validated their user name.

Sun Feb 5 12:19:07 2012

They've never cared about outages and have downplayed them whenever possible.  Their policy is there but they don't adhere to it.  What else is new here?  SSDD



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