Listings disappearing from store and search results
Hi,
My sales and viewings have tanked recently because of what I presume is a bug. I have about 6200 listings in my store. When i go to my store page (https://www.ebay.com/str/caltrade), I sometimes see 103 listings, sometimes 5,730, and sometimes get the sold out message. Doing an advanced search by user results in the same thing (https://www.ebay.com/sch/i.html?_fss=1&_saslop=1&_sasl=caltrade&LH_SpecificSeller=1).
This has been happening for the last two weeks at least (so it's not an indexing issue where I have to wait 24 hours), and calling eBay customer "support" has been absolutely useless. They have given me the runaround.
I've tried different browsers, computers, regions, and have even communicated with buyers regarding this and they have confirmed that they see the same thing happening with my store. I'm at my wit's end here.
vcgv278
·3 months agoSorry to resurface this older thread. I am experiencing the same issue with my seller page. I only have 2 active listings, both published at the same time yesterday, very similar. I can see them classified as active listings, but if you visit my seller page, you only see 1 of them.
Has anyone been able to resolve this?
Edit: I revised the missing listing, which made it appear on my seller page. Odd.
chubbycatcollectibles
·1 year agoThis has been a problem for many many years. You just have to keep doing an inventory of your listings. We have listing drop off all the time without our knowledge. Worse is when a sold listing reappears in active listings and sells again. Bugs will be bugs.
mam98031
·1 year agoSomething odd is going on to be sure. I would suggest you take this to the Technical board and see if you can get some help.
https://community.ebay.com/t5/Report-eBay-Technical-Issues/bd-p/technicalissues-db
When I sort your store items by lowest to highest, it returns about 103 items. If I change my sort to highest to lowest, it returns over 5,700 items. That is very odd.
Then sometimes when I refresh the screen, you have zero listings. Something squirrelly is going on!
caltrade
OP1 year agoThanks. i have posted there but haven't gotten any responses. The bad part is those listings disappear in search results too. My sales have dropped by 60% and impressions by 75%. I've tried chat, phone calls, emails, even upgraded my subscription to get dedicated support and no one has been able to give me any kind of help beyond "oh it's indexing just wait a while." It's been more than two weeks!
mam98031
·1 year agoI would seriously consider contacting Ebay directly in the hopes of getting help faster.
On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.
I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://twitter.com/askebay
https://www.facebook.com/ebay
https://www.instagram.com/ebayforsellers/
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
https://www.ebay.com/help/home
caltrade
OP1 year agoI have. I have tried chat, phone, twitter, everything. Just keep getting the same "we're looking into it," with no follow up or changes. I've been getting the same response for two weeks and meanwhile I'm just bleeding sales. I even upgraded my store subscription to get a dedicated customer support agent and even that led to nothing.
mam98031
·1 year agoNext time ask for the ticket number. They should give you one if you ask and it is actually a problem that has been reported.
caltrade
OP1 year agojust did. here's their non-response on twitter: "We don't have a ticket number to share, but you can check for updates here or with your user ID. ~Lori"
mam98031
·1 year agoThen it has not been reported as a problem.
@caltrade
This is what I found worked for me when there is a discrepancy between store count and active listings count.
I look for listings that are a year or more old and end them. Once ended I relist as sell similar.
eBay will remove or hide listings that are old and haven't sold in a while. Removed or hidden listings
They will appear in your active listings page in the seller hub but not in your store.
The policy says they will message you when they hide your listings but I think they only do that when they remove your listings for policy violations, because I didn't receive any message.
slippinjimmy
·1 year agoJust another confirmation of what you are reporting....sorry that isn't really helpful. I have seen this behaviour reported before, I have never encountered this glitch while just doing normal browsing.
There was a theory going around on the issue related to periods when a large number of GTC listings are on their rollover day. Not sure if that theory had any validity.
caltrade
OP1 year agoI appreciate you confirming. Thank you. Do you remember any of the posts that have discussed this issue? Maybe there are some troubleshooting steps I can try. Thanks.
slippinjimmy
·1 year agoThey were probably on the Technical Issues board
https://community.ebay.com/t5/Report-eBay-Technical-Issues/bd-p/technicalissues-db
I expect it will be hard to search for them but you can try. Unfortunately I can't think of any keywords that would help with the searching.
reallynicestamps
·1 year agoApparently you ship to Australia, and you have 5700 listings.
And to Canada, where you have a different 5700 listings.
(My default Search is Highest Price +Shipping)
inhawaii
·1 year agoI was going to look at your listings ... but you don't ship to Hawaii so they are not visible to me.