eBay contact sellers affected by Sunday outage

eBay have written to sellers who had items ending during the technical issue on the 14th September laying out how they will be protected and associated fee credits. They emphasise that no personal data was compromised by the incident.

We’ve had many enquiries from sellers as to how eBay should compensate sellers who believe they’ve lost money due to the five or so hours outage. Whilst it would be nice to be compensated for sales that didn’t happen or for auctions that you believe should have sold for a higher price, it’s worth remembering that almost every company does (and every company should!) have a no consequential damages clause in their user agreements.

If you check, your courier, software suppliers, product suppliers and probably every company you do business with will have a consequential damages waiver in the contract you agreed to and eBay is no different. eBay’s user agreement lays this out, stating that shall not be liable for consequential losses and that this specifically also applies to delays or disruptions in their services.

As a side note, you should be receiving credits for any affected listings from the incident on the 3rd of September by today. eBay said the credits will be applied to your account by 16th of September and will be reflected on your next invoice.

Here’s the message from eBay in full:

A message regarding eBay’s 14 September technical issue

I’m writing to you today about the recent technical issues that have affected our platform and to let you know that we’re protecting you.

On Sunday 14 September, a number of eBay sites and customer service platforms around the world experienced intermittent issues. When the disruption began—at 11:15am BST—our eBay Technology Team immediately began work towards resolving it. By 6:45pm BST that day, they had restored the vast majority of site functionality.

The personal information of our customers was not compromised by this incident.

We know how much it matters to your livelihood that eBay functions properly and that lately our performance hasn’t met your expectations. We apologise for this, and we’re taking steps to make sure that we exceed your expectations going forward.

As a seller with transactions impacted by this issue, we’ll protect you in the following ways:

  • We’ll automatically credit all fees for certain listings that ended between 11:15am BST and 8:45pm BST on Sunday 14 September. The additional 2 hours will help make sure we assist all of our sellers who may have been affected.
    • The fee credit will apply to auction-style listings that ended (except those that sold for a Buy it now price) and any fixed price listings that ended without a sale (except 30-day and Good ‘Til Cancelled listings). If the affected listing was a free listing, it can be relisted for free within 7 days, even if you’ve used all allotted free listings.
  • Any transaction defects we can identify as resulting from this issue will be removed and will not impact your performance record.

The credits will be applied to your account by 23 September and will be reflected on your October invoice.

Nothing is more important to us than our customers, and we’re committed to maintaining your trust.

As always, thank you for selling on eBay.