elizabeth@ebay - tagging you here as a suggestion for the payment best practices post you made yesterday.
I understand this is an issue on PayPal's side, so there really isn't anything eBay can do to fix it, but maybe some proactive communication from eBay would help?
When PayPal's API is not available, it causes PayPal to no longer show as a payment option on the listing page, which is very concerning for users.
This isn't the first time and every time I've seen it happen, it sets off a wave of panic here in the community and I would also imagine increased load on eBay's customer support line and social media channels.
It might be a good idea to add something about it to the Problems paying with PayPal on eBay section here:
https://www.ebay.com/help/buying/paying-items/paying-paypal?id=4033#section3
Not sure what the best wording would be, but maybe something to indicate specifically if you don't see PayPal as an available option, there may be a technical issue and you should try again later or select a different payment method?
@valueaddedresource wrote:
elizabeth@ebay - tagging you here as a suggestion for the payment best practices post you made yesterday.
I understand this is an issue on PayPal's side, so there really isn't anything eBay can do to fix it, but maybe some proactive communication from eBay would help?
When PayPal's API is not available, it causes PayPal to no longer show as a payment option on the listing page, which is very concerning for users.
This isn't the first time and every time I've seen it happen, it sets off a wave of panic here in the community and I would also imagine increased load on eBay's customer support line and social media channels.
It might be a good idea to add something about it to the Problems paying with PayPal on eBay section here:
https://www.ebay.com/help/buying/paying-items/paying-paypal?id=4033#section3
Not sure what the best wording would be, but maybe something to indicate specifically if you don't see PayPal as an available option, there may be a technical issue and you should try again later or select a different payment method?
Good Morning @valueaddedresource. I appreciate your advice here, and think this would be a good addition. I'll work on adding a statement about checkout errors specifically.
Elizabeth,
elizabeth@ebay wrote:
@valueaddedresource wrote:elizabeth@ebay - tagging you here as a suggestion for the payment best practices post you made yesterday.
I understand this is an issue on PayPal's side, so there really isn't anything eBay can do to fix it, but maybe some proactive communication from eBay would help?
When PayPal's API is not available, it causes PayPal to no longer show as a payment option on the listing page, which is very concerning for users.
This isn't the first time and every time I've seen it happen, it sets off a wave of panic here in the community and I would also imagine increased load on eBay's customer support line and social media channels.
It might be a good idea to add something about it to the Problems paying with PayPal on eBay section here:
https://www.ebay.com/help/buying/paying-items/paying-paypal?id=4033#section3
Not sure what the best wording would be, but maybe something to indicate specifically if you don't see PayPal as an available option, there may be a technical issue and you should try again later or select a different payment method?
Good Morning @valueaddedresource. I appreciate your advice here, and think this would be a good addition. I'll work on adding a statement about checkout errors specifically.
Thanks elizabeth@ebay but just to be clear, I'm not sure this would exactly be a "checkout error".
Yes, PayPal is not available at checkout when this happens, but the issue (and concern it causes) actually starts before checkout, when viewing an item page and not seeing the PayPal logo among the accepted payment methods as shown in my screenshot.
That leads to people assuming that eBay has decided to stop accepting PayPal all together, before they ever reach the checkout page.
Again, not sure what the best solution is, just wanted to be clear the issue doesn't just impact checkout, it's affecting the buyer experience as soon as they enter the view item page and may cause lost sales if buyers who prefer to only use PayPal don't have any explanation for why PayPal is no longer showing on the page as a payment option.
Maybe instead of removing it completely, a better solution would be to have it greyed out and when you hover over it a pop up info box that says something like "not available right now" and a "click to learn more" link that goes to the help page with further info?
@valueaddedresource wrote:
elizabeth@ebay wrote:
@valueaddedresource wrote:
elizabeth@ebay - tagging you here as a suggestion for the payment best practices post you made yesterday.
I understand this is an issue on PayPal's side, so there really isn't anything eBay can do to fix it, but maybe some proactive communication from eBay would help?
When PayPal's API is not available, it causes PayPal to no longer show as a payment option on the listing page, which is very concerning for users.
This isn't the first time and every time I've seen it happen, it sets off a wave of panic here in the community and I would also imagine increased load on eBay's customer support line and social media channels.
It might be a good idea to add something about it to the Problems paying with PayPal on eBay section here:
https://www.ebay.com/help/buying/paying-items/paying-paypal?id=4033#section3
Not sure what the best wording would be, but maybe something to indicate specifically if you don't see PayPal as an available option, there may be a technical issue and you should try again later or select a different payment method?
Good Morning @valueaddedresource. I appreciate your advice here, and think this would be a good addition. I'll work on adding a statement about checkout errors specifically.
Thanks elizabeth@ebay but just to be clear, I'm not sure this would exactly be a "checkout error".
Yes, PayPal is not available at checkout when this happens, but the issue (and concern it causes) actually starts before checkout, when viewing an item page and not seeing the PayPal logo among the accepted payment methods as shown in my screenshot.
That leads to people assuming that eBay has decided to stop accepting PayPal all together, before they ever reach the checkout page.
Again, not sure what the best solution is, just wanted to be clear the issue doesn't just impact checkout, it's affecting the buyer experience as soon as they enter the view item page and may cause lost sales if buyers who prefer to only use PayPal don't have any explanation for why PayPal is no longer showing on the page as a payment option.
Maybe instead of removing it completely, a better solution would be to have it greyed out and when you hover over it a pop up info box that says something like "not available right now" and a "click to learn more" link that goes to the help page with further info?
Valid points @valueaddedresource. I think adding a checkout issue portion would help, but when it comes to the PayPal issue, a better direction would be to work with our developers on how this issue appears on the listing page (great suggestion regarding it being greyed out). I'll reach out to some teams on this, and appreciate your feedback.
Elizabeth,
elizabeth@ebay wrote:
@valueaddedresource wrote:
elizabeth@ebay wrote:
@valueaddedresource wrote:elizabeth@ebay - tagging you here as a suggestion for the payment best practices post you made yesterday.
I understand this is an issue on PayPal's side, so there really isn't anything eBay can do to fix it, but maybe some proactive communication from eBay would help?
When PayPal's API is not available, it causes PayPal to no longer show as a payment option on the listing page, which is very concerning for users.
This isn't the first time and every time I've seen it happen, it sets off a wave of panic here in the community and I would also imagine increased load on eBay's customer support line and social media channels.
It might be a good idea to add something about it to the Problems paying with PayPal on eBay section here:
https://www.ebay.com/help/buying/paying-items/paying-paypal?id=4033#section3
Not sure what the best wording would be, but maybe something to indicate specifically if you don't see PayPal as an available option, there may be a technical issue and you should try again later or select a different payment method?
Good Morning @valueaddedresource. I appreciate your advice here, and think this would be a good addition. I'll work on adding a statement about checkout errors specifically.
Thanks elizabeth@ebay but just to be clear, I'm not sure this would exactly be a "checkout error".
Yes, PayPal is not available at checkout when this happens, but the issue (and concern it causes) actually starts before checkout, when viewing an item page and not seeing the PayPal logo among the accepted payment methods as shown in my screenshot.
That leads to people assuming that eBay has decided to stop accepting PayPal all together, before they ever reach the checkout page.
Again, not sure what the best solution is, just wanted to be clear the issue doesn't just impact checkout, it's affecting the buyer experience as soon as they enter the view item page and may cause lost sales if buyers who prefer to only use PayPal don't have any explanation for why PayPal is no longer showing on the page as a payment option.
Maybe instead of removing it completely, a better solution would be to have it greyed out and when you hover over it a pop up info box that says something like "not available right now" and a "click to learn more" link that goes to the help page with further info?
Valid points @valueaddedresource. I think adding a checkout issue portion would help, but when it comes to the PayPal issue, a better direction would be to work with our developers on how this issue appears on the listing page (great suggestion regarding it being greyed out). I'll reach out to some teams on this, and appreciate your feedback.
elizabeth@ebay just bumping this idea back up again - it looks like PayPal is once again experiencing issues today that are causing it to not be listed as an available payment option on eBay.
I would imagine your support reps are getting flooded with calls and social media contacts as result - some kind of visual indication letting buyers know what's going on could help alleviate that headache.
