Starting on or around 7/31, store promotions such as Order Discounts and Coupon Codes stopped being applied to newly listed and relisted items, even though they still showed as eligible in the promotion rules & item eligibility list. It seems like there is some type of database corruption or backend bug that is causing items to not be flagged properly for having the promotions applied to them. You can quickly tell if an item "works" with the promotions or not because it will have the Buy 2 Get 1 Free banner on the item listing or not.
Our nearly 8,000 item store revolves around the Buy 2 Get 1 Free discount, and it is heavily advertised in all of our item titles and descriptions. Due to this issue, we have had to spend much time and mental energy communicating with confused customers, both regulars and new customers as the automatic cart discounts often no longer worked. Not to mention all of the lost business from customers who may have simply abandoned their cart because the promotions did not work. I can tell this because of a higher number of items eligible to send offers, and 17% lower sales in the last 30 days.
Numerous support calls and chat sessions went nowhere, with rarely an agent able to even understand what the problem is, just a lot of restating my questions and thanking me for x years of membership scripts. Once you say the word "promotion" the agents think you are referring to Promoted listings and not Store Promotions.
The most helpful agent was Angelica from the "leadership team", who understood and empathized with the situation, and heavily documented it for the "IT team" and provided INC41995372 case number. But as much as she empathized, she couldn't do anything about it or have any details for ETA of a fix.
Starting on or around 8/15, new listings once again started to have the promotions applied so it looked like this might be fixed. However, all of the listings that were created between 7/31-8/14 still did not work with promotions, and I've found many other older listings that also are not working. An apparent workaround to this issue is to manually end and relist items, but due to having almost 8,000 listings this is unfeasible to do since there is no easy way of identifying which are broken and which aren't. I also do not want to reset the start date on all of my listings to the present, because we use listings' start dates to both help us find items in our warehouse, and when sending offers to customers.
From these forums, some known other sellers having this issue are @wastingtime101 @elbowroominn @secondchancegaming @limitbreakcollect @the-rabbit-hole @wastingtime101
Looks like we're all medium to high level sellers, and based off ITIL priority levels, would this not rise to a Priority 2 incident that should have weeks ago involved a bridge call and the appropriate engineers on call to resolve this issue as soon as possible?
We have been loyal to eBay since starting our store almost 2 years ago, but I am now seriously investigating other platforms due to the lack of support, transparency, compensation, and sense of urgency received from eBay for this issue.
