I'm writing to you today about the recent technical issues that have affected our platform and to let you know that we're protecting you.
On Sunday 14 September, a number of eBay sites and customer service platforms around the world experienced intermittent issues. When the disruption began—at 11:15am BST—our eBay Technology Team immediately began work towards resolving it. By 6:45pm BST that day, they had restored the vast majority of site functionality.
The personal information of our customers was not compromised by this incident.
We know how much it matters to your livelihood that eBay functions properly and that lately our performance hasn't met your expectations. We apologise for this, and we're taking steps to make sure that we exceed your expectations going forward.
As a seller with transactions impacted by this issue, we'll protect you in the following ways:
We'll automatically credit all fees for certain listings that ended between 11:15am BST and 8:45pm BST on Sunday 14 September. The additional 2 hours will help make sure we assist all of our sellers who may have been affected.
The fee credit will apply to auction-style listings that ended (except those that sold for a Buy it now price) and any fixed price listings that ended without a sale (except 30-day and Good 'Til Cancelled listings). If the affected listing was a free listing, it can be relisted for free within 7 days, even if you've used all allotted free listings.
Any transaction defects we can identify as resulting from this issue will be removed and will not impact your performance record.
The credits will be applied to your account by 23 September and will be reflected on your October invoice.
Nothing is more important to us than our customers, and we're committed to maintaining your trust.