Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Mon Aug 25 2014 11:06:52

eBay Changes Outage Policy with No Notice

By: Ina Steiner

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eBay is no longer committing to extending listings or refunding seller fees when its site goes down. The company changed its outage policy, but without giving sellers notice.

Here's the basics of the outage policy that eBay founder Pierre Omidyar and former eBay CEO Meg Whitman first put in place in 1999:

- In the event of a hard outage of two hours or more, eBay automatically extends listings for 24 hours.

- In the event of a title search outage of one or more hours, eBay automatically credits all associated fees for affected listings. The following listings will be eligible for credit: Any listing scheduled to end during the outage; Any listing scheduled to end in the hour after the end of the outage. Unlike our policy for hard outages of two hours or more, listings will not be extended.


EcommerceBytes became aware of the new outage policy, put in place under John Donahoe's leadership as CEO, after the company experienced an outage in late July. Here's what the new eBay outage policy states:

eBay's highest priority is our members' trading success. There are many events, from natural disasters to power outages that can disrupt bidding and finding on eBay. If a lengthy outage occurs, information about the outage will be posted on the Announcements Board.

We asked eBay about the new outage policy on July 31st and again on August 1st, but the company did not respond. Since eBay didn't announce the change, it's impossible to know exactly when it went into effect, but we noted the change late last month.

Were you aware of the new outage policy, and what do you think of it?




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Readers Comments

Perminate Link for eBay Changes Outage Policy with No Notice   eBay Changes Outage Policy with No Notice

This user has validated their user name. by: bitbybit

Mon Aug 25 12:40:43 2014

Looks like the never ending greed-ahoe found another penny unturned. This guy has sucked the life out of ebay's thriving marketplace. By the way...no, I did not hear of this change to the outage policy.

Ebay constantly changes the rules to make sure they win the game. Besides being unethical, it is stealing and corruption on so many levels. I really hope this white collar syndicate gets taken down.

Perminate Link for eBay Changes Outage Policy with No Notice   eBay Changes Outage Policy with No Notice

This user has validated their user name. by: Rexford

Mon Aug 25 12:54:31 2014

There user agreements should read "We can do anything we want whenever we please".

Those user agreements just might end up being their Achilles heel. A great law firm could use them to their advantage.

Perminate Link for eBay Changes Outage Policy with No Notice   eBay Changes Outage Policy with No Notice

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

Mon Aug 25 13:12:20 2014

many people (myself included) use auction sniper of sit in front of their computer to bid at the last minute. If a seller starts with a 99c listing it could jump sky high at the last minute. This is very unfair if a seller is forced to sell too low.  I think I would have to take the negative or let it get lost in the mail (cough-cough) before I would make this sacrifice.

Perminate Link for eBay Changes Outage Policy with No Notice   eBay Changes Outage Policy with No Notice

by: Linda This user has validated their user name.

Mon Aug 25 13:13:33 2014

eBay" "Please continue to pay for our services and we will deliver them when and if we feel like it."

Good grief, right down to the very last penny! They must be looking at some pretty dismal times ahead!

Perminate Link for eBay Changes Outage Policy with No Notice   eBay Changes Outage Policy with No Notice

by: Xander This user has validated their user name.

Mon Aug 25 13:16:11 2014

Ebay's continues to remove every bit of fairness from their business practices.

It's just one thing after another with this company.

We left ebay over principles. Not because we weren't making money or our standing was less than stellar.

we simply refused to be involved with a company which is so blatantly lopsided with their practices and policies.

Is anyone really surprised ebay won't continue to take responsibility for their site functionality?

As said before, ebay is a minefield or inequities. They expect high performance standards from everyone except themselves, they get a free ''pass'' with zero consequences.

The real question here is- How comfortable can any seller be with a company that behaves like this?

Nothing short of dreadful.

Perminate Link for eBay Changes Outage Policy with No Notice   eBay Changes Outage Policy with No Notice

This user has validated their user name. by: Island_Sam

Mon Aug 25 13:32:55 2014

Never heard of this policy change. I did hear of ebay's plan to destroy every small seller on the site.

Perminate Link for eBay Changes Outage Policy with No Notice   eBay Changes Outage Policy with No Notice

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

Mon Aug 25 14:52:48 2014

Ebafia, The Ho, and Devil Wenig continue to exhibit just how much contempt and lack of respect (mutual) they have for their users, just how completely irresponsible and greedy their management and BoD are, and the pandemic nature of their limitless arrogance and ignorance.

All obvious signs of sinking ship.

Ebafia stock isn't worth the certificates it's printed on.

Devil Wenig is directly responsible for ratcheting up the mutual hatred quotient between sellers and ebafia and sellers and buyers, and The Ho is culpable for failing to reign in the destruction Wenig is creating from top to bottom.

It is NOT disruption. It IS destruction. They've obviously devised a plan to enrich themselves through destruction disruption.

They are the most despicable, sociopathic men in America outside of prison. And the men they employ like Lyin Brian aren't far behind.

I HATE them and I'm too fond of their houseplants.

Perminate Link for eBay Changes Outage Policy with No Notice   eBay Changes Outage Policy with No Notice

This user has validated their user name. by: Basset

Mon Aug 25 15:26:03 2014

''...There are many events, from natural disasters to power outages that can disrupt bidding and finding on eBay.''


Couple thoughts occurred:

1) Perhaps they are bringing the ''outage policy'' in line with their ''user agreement'', the part about our listings not always being visible.  

2) Is this an admission that Cassini is a natural disaster?

Perminate Link for eBay Changes Outage Policy with No Notice   eBay Changes Outage Policy with No Notice

This user has validated their user name. by: Ric

Mon Aug 25 16:35:06 2014

With each passing day, eBay management makes the company less and less accountable for their failures at the expense of their sellers.

eBay's new theme song should be " Go On....take the money and run..."

The company wonders why they can not grow sales consistent with the rest of the eCommerce industry, yet management fails to grasp the concept that perpetually antagonizing sellers is the root cause of the platforms failures.

Management's arrogance is only exceeded by their ignorance of what it takes for sellers to succeed.

Perminate Link for eBay Changes Outage Policy with No Notice   eBay Changes Outage Policy with No Notice

This user has validated their user name. by: LDS Brother

Mon Aug 25 19:38:52 2014

This site is SINKING ! JD is a JACK @SS First Class !

288 million listings Aug. 20th today 283 million listings and dropping !

Reason ????? Donahoes new extermination defect plan is working as desired, OR sellers are sick of Donahoes sh*t and are finally leaving on the their own freewill as Movin On has posted, I mean MOVED ON !

eBay sucks and it is going to fall ! Donahoe, Devil Wenig, and Burke, and Uncle Griff ( The Buyers Advocat ) need to leave, and let new blood top to bottom attempt to get this site off of the life support, Donahoes regime has done !


Perminate Link for eBay Changes Outage Policy with No Notice   eBay Changes Outage Policy with No Notice

This user has validated their user name. by: Rexford

Mon Aug 25 19:53:19 2014

"2) Is this an admission that Cassini is a natural disaster?"

Ha!  It is indeed.    

Perminate Link for eBay Changes Outage Policy with No Notice   eBay Changes Outage Policy with No Notice

This user has validated their user name. by: iheartjacksparrow

Mon Aug 25 19:55:47 2014

So basically what this is saying that one or more times a week they will intentionally pull the plug on the site since they currently aren't getting rid of small sellers fast enough.

Perminate Link for eBay Changes Outage Policy with No Notice   eBay Changes Outage Policy with No Notice

This user has validated their user name. by: LDS Brother

Mon Aug 25 20:07:10 2014

Yes eBay can do whatever it wants as long as eBay wins that is ALL that matters !

On side note, on eBay Aug. 20th 288 million listings, today Aug. 25th there is 283 million listings and dropping.........

So we all know what that means is coming people, FREE LISTINGS for the Chinese to flood the site with their junk to get that count up !

While good USA sellers get exterminated with this unfair defect garbage !

Perminate Link for eBay Changes Outage Policy with No Notice   eBay Changes Outage Policy with No Notice

This user has validated their user name. by: windsorbear

Mon Aug 25 20:18:50 2014

Funny you mention that LDS... just got an email advertising a FREE listing period starting tomorrow thru the 30th for fixed price listings.

Perminate Link for eBay Changes Outage Policy with No Notice   eBay Changes Outage Policy with No Notice

This user has validated their user name. by: LDS Brother

Mon Aug 25 20:58:24 2014

Well there you see Windsorbear ! Donahoe is stale ! He is easy to figure out after year what 6 ? Of his 3 year turnaround plan same ole same ole !

Donahoe is the reverse of Robin Hood

He and his "MONETERY MEN" Wenig, Burke are not his merry men, they continue what they do best

STEAL FROM THE POOR and GIVE TO THE RICH ! ( Themselves )

Perminate Link for eBay Changes Outage Policy with No Notice   eBay Changes Outage Policy with No Notice

This user has validated their user name. by: LDS Brother

Mon Aug 25 21:03:56 2014

I meant his ( Donahoes name ) is ROBBING HOOD and his Monetery Men !

Hey Robbing Hood ! What other ways can you come up with to suck cash out of us poor sellers, to boost or keep your stock propped up ?

Be on the lookout for some sneaky change thrown in before XMAS, not unprecedented for eBay to throw in something else NOT mentioned in a Seller release, just in time for XMAS !

Perminate Link for eBay Changes Outage Policy with No Notice   eBay Changes Outage Policy with No Notice

by: odona This user has validated their user name.

Mon Aug 25 23:11:20 2014

Gawd - I pray 11 Main pans out...

Perminate Link for eBay Changes Outage Policy with No Notice   eBay Changes Outage Policy with No Notice

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

Mon Aug 25 23:19:23 2014

Whether or not 11 Main pans out for small sellers, thousands of former ebay sellers are already successfully selling their wares on Facebook in thousands of "swap shop" groups (every town and city has a few) where they post pictures and descriptions of their items along with contact info (very similar to Craigslist) and many have these linked to their websites which accept various forms of payments. The increasing presence of small sellers engaging in ecommerce on Facebook poses competition to eBay, Amazon and every other online selling site. Zuckerberg and Marcus are well aware of all of this.

Perminate Link for eBay Changes Outage Policy with No Notice   eBay Changes Outage Policy with No Notice

by: Paul W This user has validated their user name.

Mon Aug 25 23:33:50 2014

''If a lengthy outage occurs, information about the outage will be posted on the Announcements Board''

Everyone posting so far is assuming that eBay will do nothing to help in the event of an outage, and you may be right.  But this statement does not indicate one way or the other.  Perhaps it means that extensions/credits will be handled on a case by case basis.
I'm not betting on this, but I'll take a wait-and-see attitude.

Perminate Link for eBay Changes Outage Policy with No Notice   eBay Changes Outage Policy with No Notice

by: Xander This user has validated their user name.

Tue Aug 26 00:14:46 2014

''If a lengthy outage occurs, information about the outage will be posted on the Announcements Board''

Most sellers already know the probability of ebay actually using their message board for an outage is very unlikely.

If ebay doesn't acknowledge it's existence, then in their eyes, it didn't happen.

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