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.