EcommerceBytes-NewsFlash, Number 2871 - August 16, 2012     2 of 5

eBay Mum on Glitch that Blocked Product Photos

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Two days after a major glitch impacted eBay listings, the company had nothing more to say beyond its initial acknowledgement of the problem. On Monday evening, eBay spokesperson Ryan Moore issued a statement in response to EcommerceBytes' inquiries: "We experienced a technical issue with images today that prompted the pop-ups. The issue was resolved around 4:30 this afternoon. We apologize for any inconvenience."

The three main problems sellers reported were difficulty in uploading photos during the listing process, images disappearing from live listings (making it impossible for buyers to view product photos for the listings impacted by the glitch), and suspicious pop-ups that asked visitors to the eBay site to enter their username and password. But sellers reported other glitches throughout Monday afternoon.

eBay experienced another glitch recently in which critical information disappeared from product listings, including shipping information and item specifics, for which it promised to refund sellers.

When asked how long Monday's glitch lasted and if eBay would issue credits to sellers whose listings were impacted by the glitch, Moore said on Wednesday, "Our initial response to your inquiry will remain our statement for this technical issue."

EcommerceBytes had also asked why eBay did not post the issue on the Systems board, and why some customer service reps told users not to list items for a day or more when they called in to report problems.

eBay has had other problems with images in the past, such as this incident last November.

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About the author:

Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. She's a widely cited authority on marketplace selling and is author of "Turn eBay Data Into Dollars" (McGraw-Hill 2006). Her blog was featured in the book, "Blogging Heroes" (Wiley 2008). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com.


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