Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Wed Apr 5 2017 17:01:08

Sellers Say eBay Is Not Delivering on Upgrades

By: Ina Steiner

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eBay offers paid services that promise greater exposure on the site, but some sellers say they're not getting what was promised for the extra fees they're paying.

One seller explained that when they use Promoted Listings, eBay removes the original listing from Best Match search results. The seller said the eBay ad program is not increasing the visibility of items to the extent he expected, and the removal of regular listings in search is costing them sales and extra eBay fees.

"eBay only shows the promoted listing and not my original listing and that "SPONSORED" placement is near the bottom of the page," they said.

eBay customer service told the seller they were aware of the problem, but had no answer when asked if eBay would refund sellers for the additional fees sellers paid for using the service.

Another reader wrote and said, "eBay has been having an issue for some time now, where the regular listings for a seller does not show when promoted listings is being used. This means eBay is always getting the promoted listings fee, despite the seller having paid for the regular listing too. Apparently they are "aware" of this site issue. Not sure how many sellers are affected, but the agent tells me there is a list of affected sellers."

A check of the eBay website shows there's no mention that Promoted Items would lose Best Match visibility, and the FAQs for eBay's ad program states, "Promoted listings gives you the opportunity to boost your visibility and sales potential by making your listings eligible to show up in more places on eBay."

Another seller reported a similar problem when using an upgrade to list in a second category. That's a feature that allows sellers to pay an extra insertion fee when listing an item so it shows up in two categories instead of one.

"I only get additional exposure through "more like this" "people who looked at this also looked at" and "see what other people are watching" for the first category," said the seller. "So I am paying the full fee for the second category but reaping none of the extra exposure of what would appear at the bottom of the page." Read the full letter on the Letters to the Editor blog.

And speaking of problems with upgrade fees, a problem that had afflicted certain categories previously resurfaced in February. eBay was charging some sellers a whopping $1 fee for using the Gallery Plus upgrade even when the seller tried to uncheck the box when listing.

In this case, it's interesting to note that rather than proactively credit sellers who were being charged fees for a service they didn't want, eBay said it would issue a credit if the seller reached out to customer service. An eBay moderator wrote in February:

"UPDATE: I just heard back from our tech teams and this is something they're aware of when you're using Sell Similar or Relisting an item. If you are charged for this, please reach out to customer service and they'll be able to issue appropriate credits for you. I've gone through and have also added members to the open report so the team will know you're being impacted as well."

Let us know what's working and not working - and what do you do to get greater exposure for your listings?

Update 5/17/17: eBay acknowledged the problem, saying it affected a "subset" of users" where their listings were not visible in organic search due to an update eBay rolled out on March 31st. If you ran Promoted Listing ads between March 31st and April 6th, be sure to check for a credit on your next invoice.




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Readers Comments

Perminate Link for Sellers Say eBay Is Not Delivering on Upgrades   Sellers Say eBay Is Not Delivering on Upgrades

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

Wed Apr 5 17:21:56 2017

One way to push back on ebafia manipulated search is NOT to use "Promoted" listings or any other bell and whistle of questionable efficacy.

Perminate Link for Sellers Say eBay Is Not Delivering on Upgrades   Sellers Say eBay Is Not Delivering on Upgrades

This user has validated their user name. by: iheartjacksparrow

Wed Apr 5 18:06:11 2017

eBay was "aware of the problem, but had no answer...." which basically sums up the litany of glitches which sellers and buyers experience on a daily basis.

Perminate Link for Sellers Say eBay Is Not Delivering on Upgrades   Sellers Say eBay Is Not Delivering on Upgrades

by: FeelingFroggy This user has validated their user name.

Wed Apr 5 18:08:32 2017

Another glitch, another week.

What else is new...

Perminate Link for Sellers Say eBay Is Not Delivering on Upgrades   Sellers Say eBay Is Not Delivering on Upgrades

This user has validated their user name. by: Ric

Wed Apr 5 18:32:51 2017



Who is surprised???

Another blatant money grab by eBay - offering services that cost sellers on a per click basis, then hijacking the promoted listing so that it generates more revenue for eBay and less sales for the seller eBay victimized.

Sadly, eBay is aware of the problem, has no idea when a fix will be implemented.  One would think that since the promoted listing program is broken that the company would stop sellers from participating until they roll out the fix.

Instead, eBay is simply keeping their mouth shut about their latest system failure because they are profiting from it.

This company needs to take a pause and enact a plan to restore seller confidence in their systems, programs, management and marketplace due to the serious credibility issues surrounding the way they nickel and dime their sellers.

Perminate Link for Sellers Say eBay Is Not Delivering on Upgrades   Sellers Say eBay Is Not Delivering on Upgrades

by: I Must be Crazy This user has validated their user name.

Wed Apr 5 20:35:38 2017

It is all a ruse. Ebay waves the visibility carrot and there is not one shred of proof they deliver on any of it. Reality is they can't deliver as traffic is down year to year. That IS a fact. They should scrap the entire plan and get down to the nuts and bolts of fixing the basic functions of their business.

Perminate Link for Sellers Say eBay Is Not Delivering on Upgrades   Sellers Say eBay Is Not Delivering on Upgrades

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

Wed Apr 5 21:25:01 2017

@RIC

It would take a lot more than a "pause" or ebafia to restore seller confidence them.

The parade of ultra greedy management teams has taken and taken and taken - ALWAYS decreasing our profitability in order to their enhance their own.

This self destructive philosophy has an end to the road, and we're there now. More and more American sellers are and will to continue leave taking their quality products and buyer base with them. What will be left will be enterprise sellers and purveyors of Cheap Chinese Crap, and we all need to consider that this is precisely high of their list of objectives.

Meanwhile, buyers are leaving the site not because of a lack of "guaranteed" 3 day delivery but because

1. search uses AI to guess what they're looking for rather than what they are actually looking for

2. the constant glitches

3. the ebafia created hostile atmosphere between sellers and buyers and

4. the difficulty in using the site.

Is this a strategy for long term success? No.

Bu it could be a strategy to ready the company for sale.

Perminate Link for Sellers Say eBay Is Not Delivering on Upgrades   Sellers Say eBay Is Not Delivering on Upgrades

by: phantom This user has validated their user name.

Wed Apr 5 23:28:43 2017

let's make May Day an ebay holiday.
My store is close on 5/1/2017
Please join me.

If can cause ebay to have a zero profit day, maybe they will start listening to sellers.

Perminate Link for Sellers Say eBay Is Not Delivering on Upgrades   Sellers Say eBay Is Not Delivering on Upgrades

by: pace306 This user has validated their user name.

Wed Apr 5 23:34:30 2017

Oh wow .. you mean eBay is ONCE AGAIN stealing from their sellers, no way, come on - they WOULD NEVER do that !

Oh wait - yes they would, yes they do - and yes they will continue to do ... since no one has the cajones to stop them.

eBay was "aware of the problem, but had no answer...."  = OOPS - you caught us ! D@mn it, now we are going to have to think up YET ANOTHER program where we steal your money and give you nothing in return.

Learn your lesson - 1) eBay lies 2) anytime they say that YOU will benefit - they mean that THEY will benefit 3) all glitches and bugs effect THEMSELVES in a positive manner and not you

AND FOR THE LOVE OF GOD IN HIS HEAVEN (or what ever you do or dont believe in) PLEASE STOP participating in these programs!

Perminate Link for Sellers Say eBay Is Not Delivering on Upgrades   Sellers Say eBay Is Not Delivering on Upgrades

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

Thu Apr 6 01:34:22 2017

Are we surprised?  I got tired of eBay & their glitches.  Closed my store, sell on my own website & have Shopify on my Facebook page.  More views & sales than I ever received from feebay

Perminate Link for Sellers Say eBay Is Not Delivering on Upgrades   Sellers Say eBay Is Not Delivering on Upgrades

This user has validated their user name. by: Rexford

Thu Apr 6 07:15:58 2017

Ming nailed it in her first comment on this thread. Don't go for it. History has shown us that one's sales don't improve by participating in these schemes.  The card game is rigged. Always rigged in favor of the large enterprise sellers and the Chinese.

Off topic, it still amazes me that eBay is still not an https site.  No wonder security experts rake them over the coals.

Perminate Link for Sellers Say eBay Is Not Delivering on Upgrades   Sellers Say eBay Is Not Delivering on Upgrades

by: Chicago48 This user has validated their user name.

Thu Apr 6 07:53:15 2017

There are so many things wrong with EB these days it's hard to even start naming them.  In the forums everybody is upset.  There are no happy campers.  People are closing their stores.
The rest of the online world is passing EB by, and it's no longer looking over it's shoulder at AMZ because AMZ - with all its faults - is mopping the floor with EB.
EB needs to hire some whip-smart developers, designers and CEOs.  Otherwise it's going to go the way of the do-do bird.

Perminate Link for Sellers Say eBay Is Not Delivering on Upgrades   Sellers Say eBay Is Not Delivering on Upgrades

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

Thu Apr 6 08:58:57 2017

Lets face it, eBay is a badly run and slowly sinking ship. We've had affiliate sites for 10 years (earnings have plummeted) as well as sellers with three accounts for 20 years. The company last year had virtually zero growth when adjusted to inflation and haven't had a good idea for a decade. The momentum is running dry and their only concern now seems to be playing to the Quarterly stock holders. They've laid off armies of people and staff to cut costs. Then offer none-services like this and do not address problems, fixing problems costs money, something they are loath to do. eBay has become a "wanna-Be, me too, me too site" without any vision. Amazon and other sites are growing by 18% or more each year, eBay is gettig their clocks cleaned for a reason, a reason they refuse to see. THEY NEED NEW MANAGEMENT WITH A VISION!

Perminate Link for Sellers Say eBay Is Not Delivering on Upgrades   Sellers Say eBay Is Not Delivering on Upgrades

by: maxmad This user has validated their user name.

Thu Apr 6 08:59:30 2017

We do not user any updates at ebay, for this very reason, as a seller or as a buyer.

Just like Their phony buyer insurance protection scam, buy an item for $2 , and ebay asks you if you want to pay $10 for insurance
against defects etc.

oh well,,,, if your foolish enough to buy into their non-sense, it's your own fault.

Perminate Link for Sellers Say eBay Is Not Delivering on Upgrades   Sellers Say eBay Is Not Delivering on Upgrades

by: Barbbie This user has validated their user name.

Thu Apr 6 09:11:23 2017

Wow! I am going to have to check this out. My original thought was that the cost was not much considering I already had some and they never used up in free clicks that came with the store subscription but I only had it on slow stuff so I didn't think anything of it.
I didn't know it actually hurt sales to have them promoted this way!

Perminate Link for Sellers Say eBay Is Not Delivering on Upgrades   Sellers Say eBay Is Not Delivering on Upgrades

by: Volvo351 This user has validated their user name.

Thu Apr 6 09:53:13 2017

The sell-thru on this so-called 'ecommerce platform' is now pathetic, and has been for years. In the 'Good Ol' Days' you could post any serviceable piece of merchandise and it would get bids. Penny auctions were a practical propostion. Not now. You list for a penny, you risk selling for penny, and losing your shirt. Mis-management has destroyed the brand and the traffic. With these 'promoted listings' they're selling you more of the same crap.

Perminate Link for Sellers Say eBay Is Not Delivering on Upgrades   Sellers Say eBay Is Not Delivering on Upgrades

by: bpm This user has validated their user name.

Thu Apr 6 10:19:16 2017

Today is it for me - my sales (in the  toilet for the last 2 years) have gone done even more with a search visibility issue  in the last 6 weeks (same as thousands of other small sellers, see Ebays Discussion boards), and today I am calling Ebay CS to shut up shop; sales this month are on course to not even pay my fees (which has never happened before - not even a remote possibility ever before). Cheers Fleabay!

Perminate Link for Sellers Say eBay Is Not Delivering on Upgrades   Sellers Say eBay Is Not Delivering on Upgrades

This user has validated their user name. by: toolguy

Thu Apr 6 10:31:50 2017

It's the PT Barnum effect

I hope no one here fell for it. . . .

Perminate Link for Sellers Say eBay Is Not Delivering on Upgrades   Sellers Say eBay Is Not Delivering on Upgrades

by: RL15 This user has validated their user name.

Thu Apr 6 10:52:32 2017


everyday fleabay gets worse. if asked to say one good thing about fleabay, I got nothing to say.

Perminate Link for Sellers Say eBay Is Not Delivering on Upgrades   Sellers Say eBay Is Not Delivering on Upgrades

by: macsbaby This user has validated their user name.

Thu Apr 6 12:37:32 2017

I am waiting for them to sell. This is their objective now. They dont want to spend to fix anything as it costs money, reducing the bottom line and they know wont fix their reputation. The only out is a buyer, that I hope can return ebay to its former success. The more that leave, the lower their cost. They have to have something cooking. I keep saying people should leave and pray for a buyer with vision....I am an antique and art dealer and want ebay to return to that, used and unique....or at least not new. Can get that anywhere now, and for less for the most part.....I compare over and over and the cost to ebay sellers is just high enough that they are out of the price zone of other online merchants. The only way for Wenig and board to truly cash in now is for a sale....trust me...its in the plans. This way they can collect more than a years pay in one fell swoop.....its all about the greed now since this ship is sinking and her day has passed as a reliable with the current captain and crew.  

Perminate Link for Sellers Say eBay Is Not Delivering on Upgrades   Sellers Say eBay Is Not Delivering on Upgrades

This user has validated their user name. by: FEEbay

Thu Apr 6 12:49:27 2017

We tested/tried promoted listings for a few months, and quite frankly? I think it is just a ruse...all smoke and mirrors, just like the .50 "International Site Visibility" scam... I cant wait to get back to 14 day returns, 15% restocking fee, and 3 day handling time, along with CHARGING SHIPPING on some items. No more carrot jumping Ebay!

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