Sunday, August 10, 2008

Updated: eBay Continues to Have Technical Issues!

eBay has become known as GlitchBay to many users over the past few years. They have been rolling-out numerous changes to the live site for a couple of years. These glitches actually have increased in frequency and really wreak havoc on the "buying and selling experience" on eBay.

Here is a blow-by-blow accounting of the most recent glitches:

***Original: DSRs Displaying Incorrectly***
August 07, 2008 11:49AM PST/PT

Some Detailed Seller Ratings (DSRs) are currently displaying incorrectly. We are working on this issue with the utmost urgency, and expect to have it corrected soon. We absolutely understand the necessity of displaying accurate DSRs for our sellers, and we apologize for the frustration and confusion this may be causing you

***Updated: DSRs Displaying Incorrectly - Resolved***
August 08, 2008 04:17PM PST/PT

Between 11:00am PT Wednesday morning (8/7/08) and 3:00pm PT Thursday afternoon (8/8/08), some Detailed Seller Ratings (DSRs) were displaying incorrectly. The issue is now resolved, and all DSRS are displaying correctly. We apologize for the confusion this caused our sellers, and appreciate your patience while we resolved this issue.

***Original: Incorrect Seller Notifications***
August 08, 2008 12:20PM PST/PT

Some sellers are receiving eBay notifications that their Store Inventory Format listing has ended, when in fact, it hasn’t. In these cases, an item has been sold from Store Inventory, but the listing has not ended; however, the email notification indicates that it has.

We are working to fix this problem as quickly as possible, because we certainly realize how confusing it must be to our sellers. In the meantime, please be assured that your buyers are receiving the correct notifications. Thank you for your patience, and we apologize that this is happening.

***Updated: Incorrect Seller Notifications - Resolved***
August 08, 2008 04:28PM PST/PT

On Thursday night (8/7/08) and Friday morning (8/8/08), some sellers received eBay notifications that their Store Inventory Format listing had ended, when in fact, it hadn't. In these cases, an item had been sold from Store Inventory, but the listing has not ended; however, the email notification indicates that it has. The problem is now resolved, and if you received such a notice, please disregard it, and view the information in My eBay to manage your sales that occurred during this period. Thank you for your patience while we resolved this issue.

***DSRs Displaying Incorrectly - Updated***
August 09, 2008 03:42AM PST/PT

Between 11:00am PT Wednesday morning (8/7/08) and 3:00pm PT Thursday afternoon (8/8/08), some Detailed Seller Ratings (DSRs) were displaying incorrectly. Upon further investigation, it is found that a small portion of the community may still be affected. This should be completely resolved within the next few hours.

We apologize for any confusion brought about by this issue, and we appreciate your patience while we work to resolve it.

***DSRs Displaying Incorrectly - updated***
August 09, 2008 06:00PM PST/PT

As a result of an issue we experienced during the daily update to the 30-day Detailed Seller Rating (DSR) averages, some sellers are experiencing either an increase or decrease in their DSR scores. In order to recalculate all DSR scores as quickly as possible, we have temporarily disabled the Seller Dashboard. We are also removing the trust factors (DSRs; buyer satisfaction rating; and shipping cost, including free shipping) from the Best Match algorithm so sellers are not promoted or demoted unfairly. (bold is mine)

Finally, we will not calculate PowerSeller discounts or Best Match standings until the recalculation is complete and the DSR averages have been verified. We are working these problems around the clock and apologize for any inconvenience or confusion that we may have caused our sellers.

Update: ***DSRs and Seller Dashboard Weekend Issues - RESOLVED***
August 11, 2008 01:11AM PST/PT

From Thursday 8/7 through Saturday 8/9, 30-day DSR averages were incorrect. As a result, we temporarily removed the Seller Dashboard so the incorrect information was not displayed. The problem has been resolved - the 30-day DSR averages are now displaying correctly, all feedback has been recalculated, and we have restored the Seller Dashboard.

On Saturday, we also removed the trust factors (DSRs; buyer satisfaction rating; and shipping cost, including free shipping) from the Best Match algorithm so sellers were not promoted or demoted unfairly. This will remain in place for the rest of the week (at least) so items listed during this time will continue to be weighted equally with other items until they end naturally. Additionally, PowerSeller discounts will be based on the corrected DSR scores, so no seller will lose his or her discount as a result of this issue. It was paramount to us that our sellers were not harmed by this technical problem.

Finally, and just as importantly, we want to thank our Community for your patience during this issue. We apologize for the frustration and confusion this caused you, and are grateful for your support.

Just my 12%


TheBrewsNews said...

The glitches you mention are only the ANNOUNCED glitches. The list doesn't even scratch the surface of all the glitches eBay sellers now face daily.

Unless a glitch is system-wide or unless enough noise is made outside the eBay system (with reports on blogs, for example) then eBay does not publicly acknowledge the glitch via an announcement.

Randy Smythe said...

Brews, yes I am aware that there are numerous additional glitches. eBay is a very unstable platform right now with the numerous glitches and policy changes.

More changes are coming!

TheBrewsNews said...

And we are excited about all those additional changes that are coming. NOT!

Anonymous said...

This is ebays chance to recalculate DSR's to their liking. No surprise for those of us Titanium Powersellers that will end up demoted from it. It appears to be a complete shake out. We the sellers are not part of the upcoming plan. I have thought this since March, 2008. Big, small, it doesnt matter, Ebay is clearing the playing field for all the upcoming diamond powersellers.

Anonymous said...

Best Match is messed up (even more than usual) as a result of this and sales are tanking (check out the Skip McGrath blog post re this). We have done a search of one of our common sellers, one minute we have listings appear, the next minutre doing the same exact search, none of our listings appear.

Anonymous said...

Eees bostid

Randy Smythe said...

Anonymous #1 they certainly need some help in the Best match and Finding departments, and the T&S and Customer Service departments and ...

Anonymous #2 - they may all be out for the weekend barbecuing. They'll fix it on Monday.

Anonymous #3 - Tank u fer yur comint

nadine said...

Anon #1 - Never be in a hurry to explain as a conspiracy that which can adequately be explained by incompetence.

I cannot imagine what a nightmare it must be to maintain Ebay's systems through this hurricaine of badly thought-out and frequently amended or abandoned changes. If anybody finds any reports from recently departed ebay IT staff, please post the links!

Randy, did you see Dinah Balk's latest article on Seeking Alpha, titled "Ebay's Latest Screwup"? It's about BM (what else) and the comments section is interesting. There's a guy posting by the name John Christopher who says he worked at Ebay until this spring. He sounds legit. He says management are totally sold on how good BM could be and the strategy for this year is to "double down" on Finding 2.0.

I'm still trying to figure out what made Ebay mgmt think that Search was the essence of what was broken on their site. Or is this just another version of when you have a hammer, every problem becomes a nail? Ebay can do technology (at least, they think they can). But understanding retail to better id thieves? Not their department.

Randy Smythe said...

Nadine, I would love to hear from a former employee about what is happening inside these days. All of my contacts have left the company.

The exces believe they are correct. They do have one advantage over us, in that they see all the data and we only see little slices of it.

BM and Finding 2.0 cannot save this company.

Anonymous said...

Came across this blog while trying to establish just what is going on in eBay-world right now.

I have identified at least four separate issues with the site, mainly to do with items not being returned in searches, i.e. list something, search for it specifying the correct criteria and find your listing missing from the results. However I found a really serious security issue whereby I logged out, my girlfriend logged in straight after me and my supposedly closed session was returned in the browser instead!!!

My Emails to support have been answered with various spurious and scripted responses, without any indication that there is any investigation into the issue and usually suggesting that it is my computer that is at fault.

To top it all off, my account was recently hi-jacked inexplicably. eBay froze the account and reverted it before I even knew what had happened and then wouldn't supply any information about how the account was breached. I have virus checked every PC in the house, I run WPA2 on my wireless with a 20 character key and I work in IT so I'm pretty sure it's on their side. If there were any alternative to eBay I would be off!

Randy Smythe said...

And the beat goes on. This is just another in a long list of problems with eBay. Head for the hills.