eBay Responds Swiftly With an Email to Address Sellers’ Concerns

Posted on November 23, 2009. Filed under: eBay | Tags: , , |

The following email from eBay was just sent out to affected sellers such as myself:

*******************************

Dear (seller):

By now you might be aware that between 9:45am and midnight PST on Saturday, November 21, eBay search was down with searches returning limited or no results.

We know this is a very serious disruption, especially as you are ramping up your businesses for the holiday season. Because you had listings ending during or within an hour after the outage, I wanted to let you know, personally, what we will be doing to support your business and protect your eBay reputation.

First of all, this outage will not negatively impact your feedback or detailed seller ratings (DSRs) in any way. All auction-style listings completed during this time will be protected from negative and neutral feedback as well as DSRs below a five star rating.

In addition, we will not expect you to fulfill Auction-style orders completed during this time if you feel the search outage prevented you from realizing the full expected price from your auction-style listings that closed during the outage or within an hour after the outage. It’s up to you whether you want to fulfill the item in the interest of good relations with your buyer or cancel the transaction.

If you do plan to cancel a transaction, we ask that you contact your buyer within the next 48 hours (by end of day Tuesday, Nov 24). For your convenience, we’ve drafted some language below that you can use in your emails to inform the buyer of your intention and let them know this cancellation was due entirely to an eBay issue and not you as a seller.

If you had Fixed Price listings completed during this time period, you would of course be expected to fulfill sold items as usual.

Second, in keeping with eBay’s outage policy and doing what’s right for sellers and buyers, we are taking the following actions for listings that ended during or within an hour after the outage (9:45am Saturday – 1:00am Sunday PST):

We will refund all associated fees for Auction-style listings and refund pro-rated fees for all active Fixed Price listings during the outage. This refund should be reflected in your next eBay invoice.

We will remove negative/neutral Feedback and detailed seller ratings (DSRs) lower than 5 stars given by buyers for affected Auction-style listings.

We will alert the eBay and PayPal resolutions team in the event that a claim of item not received is filed for an affected listing.

We will be sending a 10% coupon up to $100 off to buyers who won Auction-style listings during the outage for any inconvenience.

We fully understand the impact of an outage of this scope on you, our valued partners. We sincerely apologize for the disruption to your business. I want you to know that we are continuing to focus our teams and resources to ensure a smooth and rewarding holiday selling season for you.

Sincerely,

Lorrie Norrington

President, eBay

___________________________________

Suggested email for notifying your buyer of cancelled Auction-style transactions:

Dear Buyer:

As you may know, for a period of time from Saturday, November 21 to Sunday, November 22, eBay search was returning limited or no results. See the official eBay report. Unfortunately, the item you purchased from me on [date] was offered through an auction-style listing affected by this technical disruption.

I wanted you to know that as a result of this issue, I am cancelling this transaction and any payment you made will be fully refunded. In addition, eBay will be sending you a 10% coupon up to $100 off for the inconvenience. Now that eBay search is fully restored, I will be relisting this auction [today]. I sincerely hope you will bid again-and win!

If you have any questions, please do not hesitate to contact eBay via the “Contact us” link at the top of the eBay homepage. Thank you for your understanding. I look forward to your future business.

Sincerely,

 

Make a Comment

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

6 Responses to “eBay Responds Swiftly With an Email to Address Sellers’ Concerns”

RSS Feed for TheBrewsNews Comments RSS Feed

Wow, I can’t remember the last time I checked the MedVed auction charts. Have you seen 2009 YTD? From 25m to 42m.

http://www.medved.net/cgi-bin/cal.exe?EIND

Any way, I don’t think its appropriate for ebay to ask sellers to communicate to canceled buyers that they will receive a coupon from ebay.

I can see the false positives now:

SELLER CANCELS AUCTION. SAYS ILL GET A COUPON FROM EBAY (NEVER RECEIVED). THIS SELLER LIES!

9:45am and midnight PST on Saturday, November 21, eBay search was down with searches returning limited or no results.

Um…no. Search was done well into Sunday for most regular searches, too. They need to cover Sunday as well.

It sounds good so far. Any news on what will happen to eBay UK sellers affected by the outage?

I think that someone has hacked into their database!

I never received the email from eBay about the site outage even though I had 40 auctions close on Saturday!

I did receive 2 letters about the 50% off sale. The first one did not have a space between my first name and last name which is very strange and has never happened before.

Both of these letters from eBay were not sent to my email address either which all letters to my messages are supposed to be and have bean for the last 11 years.

Further investigation into this fiasco over the weekend is in order it goes a lot deeper than an outage. I believe the whole sites security is at risk.

Especially since they do not have any one from their code monkey department working on the weekends from the reports that came out of support. There should definitely be grounds for a class action law suit but it would have to be started by a good legal team and not some hacks.

Bill

[…] The Brews News has the text of the similar email sent out to US sellers. […]

Dear Seller: (or, after this fiasco, cellar dweller):

Recently a serious disruption corrupted ebay’s search function, rendering the site unusable. We regret the occurence of this mishap, not because it happened but because it affected all sellers equally. We apologize for this inadvertent, level playing field.

Initially, we had intended to make full restitution for this most unforgivable of errors. However our legal team stopped us dead in our tracks by pointing out that if this search interruption is actionable as a breach of conduct, then so is a Best Match search sort.

Furthermore, there is no way to grant amnesty to sellers during the blackout without actually admitting that a harsh punishment structure is actually in place, aimed at seller’s heads, to begin with.

Lastly we cannot explain why reducing a seller’s item visibility thus garnering one or two bids is legal and permissible some of the time, but not all of the time.

But in keeping with our policy of uttering something glib and childish as opposed to something anyone can actually use, we offer the following:

“Dear Buyer:

Recently ebay asked sellers to shave concentric circles in the shape of target practice into the backs of our heads. They spoke, and we’ve listened.

“We are cancelling your lone bid and thus the unbelievable deal you bagged with us, in the naive belief that you won’t buy something else from us and nuke us off the face of God’s green earth as a result.

“We know you will be overjoyed at the process of re-bidding and thus, experiencing those windorphins yet again- not to mention pumping ebay’s all-important page count, which doubtless wn’t be revised to account for all the F5’s and page refreshes confused buyers did that day. All day.

“If you have any questions about this or any other means to threaten our very existence, don’t hesitate to use My Messages to contact me with offers of 1-2 DSR’s, negative feedback or Item Not Described filings. Please be aware that for your protection, the My Messages system screens all pre-sale communication with sellers, allowing thru only those messages from buyers who have sucessfully extorted in the past. Sincerely,

e***e”


Where's The Comment Form?

    About

    The BrewsNews information blog about online sales, eBay, Amazon, Bonanzle and oh so much more!

    RSS

    Subscribe Via RSS

    • Subscribe with Bloglines
    • Add your feed to Newsburst from CNET News.com
    • Subscribe in Google Reader
    • Add to My Yahoo!
    • Subscribe in NewsGator Online
    • The latest comments to all posts in RSS

    Meta

  • Archives

  • Top Posts

  • Most Recent Comment

  • Calendar of Posts

    November 2009
    M T W T F S S
    « Oct   Jan »
     1
    2345678
    9101112131415
    16171819202122
    23242526272829
    30  
  • Topics

Liked it here?
Why not try sites on the blogroll...

%d bloggers like this: