|Thu Aug 8 2019 21:25:58|
Update on eBay Overbilling Glitch
By: Ina Steiner
eBay overcharged some sellers in a glitch related to how it tried to fix a problem with its Good Til Cancelled (GTC) mandate. The company has not published an announcement on the Seller Announcement Board nor on the Systems Announcement Board about this or other GTC-related glitches, but an eBay moderator acknowledged the over-billing on a discussion board on August 2nd as we previously reported
I'd like to begin the chat with more information about the Good 'Til Cancelled fees that were incorrectly charged on some listings. The appropriate teams were engaged quickly, and the issue has been resolved. Any credits due to impacted sellers will automatically be completed by the end of this week. Since this will be automatically credited, Customer Service will no longer be able to credit these fees if you call in. Please let the automated process complete the credits by the end of this week.
As a reminder, Starting July 1, 2019, we changed the Good 'Til Cancelled renewal schedule from every 30 days to once per calendar month. The August renewal date for Good 'Til Cancelled listings is now based on the listing initial start date or last manual relist or sell similar date. For more details, be sure to review the Spring Seller Update.
That's not the only GTC-related glitch reported. Some sellers say they are getting their allotted Store listings removed incorrectly. See posts #46 and #54 in this thread
on the eBay boards, for example. An eBay moderator had addressed the over-billing question posts #34 and 37, but didn't return to address the problem Store owners were having.
A seller who reported GTC billing glitches in July
wrote to us again today to say a customer service rep told him that eBay was currently processing millions of accounts in batches in a process that would go on until September. He said the rep told him that the revised invoices would be rendered sometime in September for July invoice amount.
eBay's decision to change *all* fixed-price listings to automatically renew was a major policy shift that many sellers did not welcome, and the glitches related to the GTC mandate rollout only make things more difficult for sellers. As always, better communication would go a long way to helping sellers cope.