|Thu Sept 27 2012 12:45:09|
It Will Take Weeks to Fix Traffic Reports, eBay Says
By: Ina Steiner
eBay again reacted to my inquiries about Traffic Reports with a post on its Systems Announcement Board. If you haven't been following this issue, see last week's EcommerceBytes blog post - two days after I wrote about a problem with eBay's Traffic Reports that showed a sharp decline in sellers' Store traffic, eBay acknowledged the problem on its systems board.
A week and a half after first writing about the issue, and after requesting a followup status report, I wrote again to eBay PR last night. I explained that some sellers whose sales declined corresponding with the reports' traffic-decline numbers were speculating that eBay had a virus or was under some kind of hacker attack, and I told eBay I would be be writing about this issue again. I received the following response this morning:
Thank you again for the follow up. This is an Announcement Board update that will go live in the next few minutes.
We know that eBay's tracking tools are important to sellers, and their availability is a top priority. We have identified and acknowledged a technical issue on the eBay side that is impacting the reported traffic metrics through the Omniture site. Our software engineers are currently working to fix this reporting issue as quickly as possible; it will unfortunately take time to implement a permanent fix, and we expect a solution in the next couple of weeks. We can confirm that actual traffic to eBay Stores has not been negatively impacted by this reporting issue. We will continue to update this post with the most up to date information; we apologize for the inconvenience.
eBay then posted the announcement on the Systems Board.
So now we know it will take eBay weeks to fix the Traffic Reports, but in the meantime, sellers who are experiencing low sales are left to speculate about the nature of the problem - some are not convinced it's just a technical problem with the reports.
One seller emailed me, "eBay always denied a problem existed until they made their service announcement on Sept 20th about omniture not working but that page views are really not being affected. I find the reverse happening that sales are way down."
He's convinced there's something much more significant going on, and wrote, "One more month of this and I will be forced to lay off my 4 employees." I took a quick look, and the seller has over 3,000 feedback on eBay and is a Top Rated Seller with near perfect DSRs and offers free shipping (the Fast 'N Free logo appears in his listings).
As for Omniture, the company is leaving it to eBay to field calls - its spokesperson told me last week, "We have assisted eBay with researching their Stores reporting issue. Please direct additional questions to eBay."