Email notifications from eBay

[nantcha]

Since yesterday I have not been receiving "sold" emails, nor am I getting emails when a buyer is sending me a message - not receiving them on my computer nor on my phone.  It started suddenly yesterday when a buyer bought 2 items from me.  I received a sold notification for the first one, but not the second.  Then this morning I made another sale, but no email notification.  Now a buyer asked me a question but, again, only saw the notification in the app, not in an email.  I am still receiving the "your shipping label is ready" emails with no problem.  Anybody else having this problem?

[nuclearomen]

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@mrfindit wrote:

On 12/29, I also received all my sold item e-mails.  However, today 12/30, I have not received any sold item e-mails for items that have sold.

So I don't think its fixed!

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never said it was fixed, said getting sold item emails now but not getting shipping receipts or payout emails.

Anyways, most will have similar results until they fix all of it, which was hoping would be today but doesn't seem like it. I got sold item emails today but I won't ship them til the morn so see if get ship receipts then. 

[wastingtime101]

Hi devon@ebay kyle@ebay elizabeth@ebay - Happy New Year!

When you return to work post-holiday, can you please check into this email issue and provide an update? Let us know whether or not eBay will be sending the missing emails after the problem is fixed?

My biggest concerns:

- Because buyers are not receiving all emails with their order confirmations, this creates a problem for buyers that used Guest checkout as they cannot log in to a registered account to find order details. They will have no record of their purchase. The good news is Guest buyers can retrieve their order details following the instructions here as long as they know the email account used to make the purchase.

- Sellers are not receiving emails for sales and for hobby/casual sellers that don't check eBay everyday, they may be completely unaware they have orders waiting to ship. Yes, people should check eBay when they have active items but we all know people list stuff and rely on those email alerts when they're not selling everyday and are even less likely to check eBay over the holidays.

- Sellers are not receiving emails with VeRO notices or eBay policy violations which, again, they can access through Seller Hub and eBay messages but may not be checking over the holidays, especially if they are a hobby/casual seller. With VeRO specifically, sellers are reporting hey don't have emails with the rights owner's contact info so they can't contact them to dispute the takedown. (FYI @fern*wood )

- Member to member messages have been sporadic with CC to email so, again, sellers not checking in every day over the holidays may not realize buyers are waiting for a response and (more important) buyers may not realize sellers answered their questions so they won't come back to make the purchase.

- I haven't seen specific reports, but I assume emails about returns, INRs, and payment disputes are also affected. Again, greatest impact will be to hobby/casual sellers which are the ones whose seller performance will be hit the hardest since they have low sales volume to begin with.

[kyle@ebay]

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@wastingtime101 wrote:

Hi devon@ebay kyle@ebay elizabeth@ebay - Happy New Year!

When you return to work post-holiday, can you please check into this email issue and provide an update? Let us know whether or not eBay will be sending the missing emails after the problem is fixed?

My biggest concerns:

- Because buyers are not receiving all emails with their order confirmations, this creates a problem for buyers that used Guest checkout as they cannot log in to a registered account to find order details. They will have no record of their purchase. The good news is Guest buyers can retrieve their order details following the instructions here as long as they know the email account used to make the purchase.

- Sellers are not receiving emails for sales and for hobby/casual sellers that don't check eBay everyday, they may be completely unaware they have orders waiting to ship. Yes, people should check eBay when they have active items but we all know people list stuff and rely on those email alerts when they're not selling everyday and are even less likely to check eBay over the holidays.

- Sellers are not receiving emails with VeRO notices or eBay policy violations which, again, they can access through Seller Hub and eBay messages but may not be checking over the holidays, especially if they are a hobby/casual seller. With VeRO specifically, sellers are reporting hey don't have emails with the rights owner's contact info so they can't contact them to dispute the takedown. (FYI @fern*wood )

- Member to member messages have been sporadic with CC to email so, again, sellers not checking in every day over the holidays may not realize buyers are waiting for a response and (more important) buyers may not realize sellers answered their questions so they won't come back to make the purchase.

- I haven't seen specific reports, but I assume emails about returns, INRs, and payment disputes are also affected. Again, greatest impact will be to hobby/casual sellers which are the ones whose seller performance will be hit the hardest since they have low sales volume to begin with.

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Hey @wastingtime101 thanks for checking in, and happy New Year to you!
We actually just got an alert opened for this issue about an hour ago.  ALERT15656
I'll get it added to the tech board shortly!

Correction:  We were just notified about an hour ago that this issue is resolved!

[wastingtime101]

Thanks kyle@ebay -  can you tell us if it's a go-forward fix or if all the missing emails will be sent? It's usually a go-forward fix, but since this bug lasted almost a week, the impact is more significant as noted in my previous post, so sending those missing emails would be great if eBay could manage it.

Also: any word on communication preferences? One aspect of this bug is eBay un-checked the option for sellers to receive sold item emails in their communication preferences. Is eBay going to fix that or expect sellers to discover it on their own?

[kyle@ebay]

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@wastingtime101 wrote:

Thanks kyle@ebay -  can you tell us if it's a go-forward fix or if all the missing emails will be sent? It's usually a go-forward fix, but since this bug lasted almost a week, the impact is more significant as noted in my previous post, so sending those missing emails would be great if eBay could manage it.

Also: any word on communication preferences? One aspect of this bug is eBay un-checked the option for sellers to receive sold item emails in their communication preferences. Is eBay going to fix that or expect sellers to discover it on their own?

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Hey @wastingtime101 that's a great question, and I'm not sure of the answer right now.  Given the importance of the emails missed, I'd like to assume we will go back and send them out.  But I don't have a definitive answer yet.  If I get one, I'll be sure to share it here!

[chindoun]

This has been going on with me for a few months now. Am just getting around to researching why. Hope someone has an answer in the comments. lol

[mrfindit]

The issue IS NOT RESOLVED.  I sold four items today 1/1/2025 and received 3 e-mail notices for the four items.  One is missing.

I am seeing the same missing, incomplete e-mails that I have been experiencing since 12/25!

[25kenwood]

Having the same problem over the past week or so. Also had someone send a cancellation request, which I never received.