eBay

secondchancegaming · ‎08-02-2023

Hello!

Spoke to some Tech Support on the phone, but figured I'd mention it here in case anyone is looking for help.

Noticed yesterday one of our promotions stopped applying, namely to new listings. We have a buy 5 get 1 free promotion with games, and any new listings that fall into the filter don't seem to get added to this promotion.

Some buyers have complained about it, but not much I can do on my end as the promotion end date is well into the future (3 years from now) and the filters are still correct.

eBay support said it is a glitch right now they are working on (hope that wasn't a canned answer)

Anyone else having the same issue?

secondchancegaming · ‎08-06-2023

Bumping to the top.

Still appears promotions are not applying at checkout.

has anyone else had this issue?

wastingtime101 · ‎08-06-2023

While it could be a glitch, I have not seen other reports yet.

Listings take up to 24 hours to index in search and the clock resets if you make edits.

Listings often won't get added to promos until after they index in search, and that process can take up to 24 hours (though it's usually just a few hours in my experience).

So, if the listing has been live for at least 48 hours without edits, and you've confirmed the listing meets the automated rules set up with your promo (assume you're doing it by category), then I'd look into ending the promo and starting a new one.

Is it an old promotion @secondchancegaming ? Old promotions can get really glitchy. It's good to end and start anew at least once a year.

Doesn't matter if the promo is scheduled to end 3 years out. Change the end date to today, then schedule a new promo that doesn't begin until at least a few hours after the current one is set to end.

GLORIOUS!

wastingtime101 · ‎08-06-2023

OK I found the promo so I could do some testing:

https://www.ebay.com/sme/secondchancegaming/Buy-5-get-1-free/so.html?_soffType=OrderSubTotalOffer&_s...

I selected 6 items from that promo and added them to my cart. I do not see the 1 free being applied either in the cart or on the checkout page.

So the issue is items are part of the promo according to the above link, but the promo isn't applying in the cart.

I don't see this issue on the pinned tech ticket post:

https://community.ebay.com/t5/Report-eBay-Technical-Issues/Current-and-resolved-technical-issues-upd...

Hey kyle@ebay can you check to see if there's an open tech ticket on order discount promos not applying in the shopping cart? OP said they reported to CS, but I'm wondering if there's a site wide alert in case others are running into this.

Side note @secondchancegaming : I did notice you have a buyer block set so buyers can't purchase more than 1 of the same title until 10 days have elapsed. In case you didn't know that setting was turned on I figured I'd mention it.

GLORIOUS!

kyle@ebay · ‎08-07-2023

@wastingtime101 wrote:

OK I found the promo so I could do some testing:

https://www.ebay.com/sme/secondchancegaming/Buy-5-get-1-free/so.html?_soffType=OrderSubTotalOffer&_s...

I selected 6 items from that promo and added them to my cart. I do not see the 1 free being applied either in the cart or on the checkout page.

So the issue is items are part of the promo according to the above link, but the promo isn't applying in the cart.

I don't see this issue on the pinned tech ticket post:

https://community.ebay.com/t5/Report-eBay-Technical-Issues/Current-and-resolved-technical-issues-upd...

Hey kyle@ebay can you check to see if there's an open tech ticket on order discount promos not applying in the shopping cart? OP said they reported to CS, but I'm wondering if there's a site wide alert in case others are running into this.

Side note @secondchancegaming : I did notice you have a buyer block set so buyers can't purchase more than 1 of the same title until 10 days have elapsed. In case you didn't know that setting was turned on I figured I'd mention it.

Hey @wastingtime101 thanks for checking in. I don't see any open tickets that match this issue right now. So as long as the OP has reported this to CS, they are on the right track!

Kyle,

limitbreakcollect · ‎08-08-2023

I have the same issue. Every new listing made in the month of August 2023 has not applied my promotions. I made my own post about it and talked with a few CS reps. I got through to an eBay live representative and they told me my issue was "bumped" to the top and it was an "unknown" glitch at the time. I stressed the fact that these promotions make up a majority of my sales and they refunded my store subscription cost for the month.

valueaddedresource · ‎08-08-2023

@wastingtime101 wrote:
OK I found the promo so I could do some testing:
https://www.ebay.com/sme/secondchancegaming/Buy-5-get-1-free/so.html?_soffType=OrderSubTotalOffer&_s...

I selected 6 items from that promo and added them to my cart. I do not see the 1 free being applied either in the cart or on the checkout page.

So the issue is items are part of the promo according to the above link, but the promo isn't applying in the cart.

I don't see this issue on the pinned tech ticket post:
https://community.ebay.com/t5/Report-eBay-Technical-Issues/Current-and-resolved-technical-issues-upd...

Hey kyle@ebay can you check to see if there's an open tech ticket on order discount promos not applying in the shopping cart? OP said they reported to CS, but I'm wondering if there's a site wide alert in case others are running into this.

Side note @secondchancegaming : I did notice you have a buyer block set so buyers can't purchase more than 1 of the same title until 10 days have elapsed. In case you didn't know that setting was turned on I figured I'd mention it.

@secondchancegaming kyle@ebay @wastingtime101 I was able to replicate this with the Buy 2 get 1 5% off promo as well.

https://www.ebay.com/sme/secondchancegaming/Buy-2-get-1-at-5-off/so.html?_soffType=OrderSubTotalOffe...

It shows the promotion is active and show items in the promo but it's like it doesn't recognize that I've added more than one item from the promo to my cart.

kyle@ebay · ‎08-09-2023

@valueaddedresource wrote:

@wastingtime101 wrote:

OK I found the promo so I could do some testing:

https://www.ebay.com/sme/secondchancegaming/Buy-5-get-1-free/so.html?_soffType=OrderSubTotalOffer&_s...

I selected 6 items from that promo and added them to my cart. I do not see the 1 free being applied either in the cart or on the checkout page.

So the issue is items are part of the promo according to the above link, but the promo isn't applying in the cart.

I don't see this issue on the pinned tech ticket post:

https://community.ebay.com/t5/Report-eBay-Technical-Issues/Current-and-resolved-technical-issues-upd...

Hey kyle@ebay can you check to see if there's an open tech ticket on order discount promos not applying in the shopping cart? OP said they reported to CS, but I'm wondering if there's a site wide alert in case others are running into this.

Side note @secondchancegaming : I did notice you have a buyer block set so buyers can't purchase more than 1 of the same title until 10 days have elapsed. In case you didn't know that setting was turned on I figured I'd mention it.

@secondchancegaming kyle@ebay @wastingtime101 I was able to replicate this with the Buy 2 get 1 5% off promo as well.

https://www.ebay.com/sme/secondchancegaming/Buy-2-get-1-at-5-off/so.html?_soffType=OrderSubTotalOffe...

It shows the promotion is active and show items in the promo but it's like it doesn't recognize that I've added more than one item from the promo to my cart.

Hey @valueaddedresource I checked again, but I don't see an open alert for this issue just yet. I'd definitely encourage you and anyone else encountering this issue to contact CS to get it reported. We'll be sure to keep an eye out for an alert to be created if enough reports come in.

Kyle,

wastingtime101 · ‎08-09-2023

If either @secondchancegaming or @limitbreakcollect is willing to end one of their active promos and create a new one to see if the new one works, please come back to let us know. Would be great to know if there's a workable option to get around this issue.

I'm also interested to know the age of the promos having these issues. Have they been active for more than a year?

While it would be a pain and shouldn't be necessary to end promos and create new ones, at least it's a relatively quick option within the seller's control that may prove easier than waiting for enough reports for the issue to be escalated up eBay's fix list.

If you run into other sellers with this problem @valueaddedresource, would be great if you could either point them here or ask if they can answer above questions. If we get some info and a work-around at least we'd (potentially) have an active way to help sellers.

GLORIOUS!

limitbreakcollect · ‎08-09-2023

Hey there @wastingtime101 ! So I can shed some light on this.

The current effected promotion was created on May 25, 2023. Just a few months old.

I have created the same promotion from scratch and get the same error. I even tried to move the promotion on the priority list and nothing changes.

I tried to create brand new listings from a current "working" listing by selecting "sell similar" and that does not fix the issue.

It has now been 9 days on my side with this issue for context.

wastingtime101 · ‎08-09-2023

Thanks for the added info @limitbreakcollect . Much appreciated. Disappointing to hear that creating a new promo doesn't get around the problem.

For clarity: these are all promos where you have automatic rules set up based on category, correct? Promos where you select items one-by-one for inclusion have not been a factor that we know of?

FYI the priority list is pretty much a useless feature. I'd have to dig for the explanation but basically it doesn't do what you think it would (prioritize which promo is shown to buyers). It was meant to prioritize the order promos appear on the sellers promotions manager page or something like that.

GLORIOUS!

limitbreakcollect · ‎08-09-2023

@wastingtime101 Correct, my promotion is free shipping on orders 5$ or more in my selected store categories, which should/has always automatically applied in the past.

And good to know! Thank you for that clarification.

ruby_deals · ‎08-12-2023

Am also experiencing this issue in our store, have spoken to numerous members of the leadership team who are empathetic but can't personally do anything about it.

limitbreakcollect · ‎08-12-2023

I am now on day 12 with no fix.

There is one work around I've figured out but it only allows you to do ONE promotion at a time, and this may not work for every promotion (it did for mine).

Go to Account Settings > Selling > Shipping Preferences.

From here, you can some what replicate a buy X get X or Free shipping, for example. The only problem is, you can only do ONE of these promotions at a time. You will also have to manually check each listings settings that the "apply promotional rule" box is checked.

I tested this myself and the promotion does go through at checkout for customers. So in theory, I forced my promotion to work properly at checkout, but now I can only use one promotion. While this is an extreme band-aid fix, I hope this helps.

secondchancegaming · ‎08-12-2023

Just saw there were responses to my thread.

The promotion was created some time ago, but in experimenting before reaching out, I did try canceling it and creating a new one, but that didn't work.

Much like everyone here, the problems with the promotions are ongoing 😞