eBay Kills Concierge Support For Sellers Who Don't Meet Top 10% GMV Threshold
UPDATE 10-10-25
A seller in the UK who says they lost eBay Concierge support after previously being granted "lifetime" access is dismayed that eBay is now putting the onus back on them to prove it years later.
Well I got an email response from eBay eventually. Here it is -
"This is Graham from eBay Customer service following up after our call last week. I understand how valuable Concierge support is, and I’m sorry for the frustration this change has caused.
I’ve followed up with our Premium Services team regarding the removal of your Premium/Concierge access. They’ve advised that to escalate your case on the basis of a “Concierge for life” award from Retail Revival, we’ll need confirmation of that entitlement.
If you have any of the following, please contact Customer Service and provide the documentation so they can escalate:
- The original Retail Revival welcome or award email/letter that explicitly states lifetime Concierge access
- Official program materials (PDFs, emails) that list the benefit and confirm your inclusion
- A screenshot or record from your account showing a permanent Concierge designation...
...When you call Customer Service, please have your eBay user ID, current Store subscription level, and any relevant documentation ready. They will review your account and proceed with escalation if the Retail Revival lifetime entitlement can be verified."
This all happened 6 years ago, so no I don't believe I have any supporting paperwork. So that's the end of Concierge for me then. What a great way to reward one of their longest (24 years) and most loyal sellers.
It is absolutely unconscionable that eBay is simply shrugging their shoulders and forcing sellers to provide proof that they were awarded lifetime access to Concierge support years ago - and a good warning and reminder for current sellers to always keep receipts and never trust a promise from eBay.
UPDATE 9-22-25
The "evolving threshold" for eBay Concierge support is apparently a global change as US sellers are now also reporting suddenly having their supposedly "lifetime" access removed with no warning or explanation.
Anyone Lose Access To eBay Concierge Customer Service Recently?
I received eBay Concierge Customer Service in 2019 as a perk for attending eBay Open in Las Vegas. It has been a great service. I do not have an Anchor Store, so I would not qualify for this level of customer service if it had not been given to me as a perk.
Today, the link for Concierge Customer Service is gone from my Help pages. The last time I used Concierge Customer Service was on September 14th, and everything worked as usual.
There was no warning that the service was being eliminated from my account.
Looks like I'm a "me too"........in losing it......as you, was promised lifetime concierge at Open.......if I remember correctly....
eBay has not yet provided details for the US site or responded to request for comment, but most likely the GMV thresholds mentioned by UK eBay staff are being applied across the board.
eBay sellers in the UK express frustration and disappointment as Concierge customer support has disappeared with no advance notice or explanation.
Affected sellers who previously had access to this higher tier of service took to the community forum looking for answers after the link to contact Concierge support mysteriously disappeared from their accounts.
Link to eBay Concierge has disappeared
I have been a Top Rated Business Seller for many years and have spoken many times to eBay Concierge who have generally been most helpful. However today I have had several issues with the eBay site, but when I tried to contact Concierge in the usual way, the link on Seller Hub has disappeared.
Eventually I got through to the regular Customer Service but they were completely useless on all the issues I raised, and didn't even know what Concierge was. Can anybody explain this?
Other sellers chimed in confirming they were also missing the Concierge link, including some who had previously been granted "life time" Concierge status as part of business awards or other perks from the past.
Both my shops have had concierge removed. Hoping this is an error, as I was awarded concierge for life as part of the business awards package.
I was just 45 minutes on the phone to standard customer service for an issue that could usually be resolved in about 5 minutes by the Concierge team. This says it all about how drastically better the Concierge team are at handling things.
If for any reason we no longer qualify, or if Concierge has even been discontinued, it seems only right to be told what is going on and the reasons why we no longer have access. I would even highly consider upgrading my shop just to have continued access to this service if that is what it takes, it is invaluable.
An eBay community staff member responded, confirming that a swath of sellers have been recently removed from the program due to not meeting an "evolving threshold" of sales.
The concierge service is periodically reviewed to ensure it continues to deliver real value and reflects the current performance landscape.
Following a recent review, accounts whose Gross Merchandise Value (GMV) over the past 12 months has not met the evolving threshold required to maintain eligibility for the Premium Service Program have been removed.
This threshold is adjusted over time based on overall eBay growth and is designed to reflect the top 10% of sellers on our platform. We understand that business performance can fluctuate, and this change does not impact your standing as a valued eBay seller.
If uninterrupted access to Seller Premium Service benefits is important to your business, an Anchor Store subscription may be a great option. Sellers with Anchor store status automatically receive premium-level services and support, regardless of GMV performance.
Unfortunately, that "designed to reflect the top 10% of sellers" is not published anywhere in eBay's policy pages about the Concierge program and in fact for the UK site, eBay simply says that Concierge is "subject to ongoing seller performance evaluation" and "subject to availability if we have a significant increase in demand."
Some sellers in that forum thread say they do already have an active Anchor Store subscription but the Concierge option has been removed for them anyway - ironically the answer they were given was to contact support, which will be a far more difficult task that is much less likely to be successful now that they have to go through the standard support experience.
As one seller put it:
We DO have anchor and have had it removed. Tried to contact CS today but without Concierge its a bit of a joke. Nice enough people but no idea.
Said would call me back but didn't and lied about it so sent an email basically telling me they have not sorted it but are hoping to.
We have had a very very unusual year with one of us being in hospital for over a month and almost dying, so trying to get back on top of everything here, could really do with this back and have one less hassle.
Others pointed out that the "top 10%" threshold isn't particularly helpful as they had experience year to year growth compared to 2024 but have still lost access to Concierge.
Well, given that my GMV has increased by 15.28% YTD '25 vs '24 that's either wrong, or suggests that eBay has made it one hell of a lot harder to get Concierge.
Frankly this explanation makes losing Concierge feel even worse. I would have thought 15% growth in a tough year would have made me safe from exclusion.
So why is ebay clawing back its support I wonder? Cuts to concierge staff? I'm pretty peeved.
It's not clear at this time if this issue is only impacting UK sellers or if sellers in other markets are also affected by this most recent purge of the Concierge program, the the terms for the US and other markets are equally vague and easily manipulated to adjust eligibility as eBay sees fit.
This isn't the first time sellers have been unceremoniously removed from the program, nor is it the first time that those with higher level Store subscriptions that are supposed to include this higher tier of support have found they are getting what they are paying for.
Liz Morton
Sellers say the customer service experience on eBay has gotten much worse in recent years with concerns that layoffs and the push to increasingly adopt AI for critical support, trust and safety functions have caused the company to lose it's "human touch."
Liz Morton
Ironically, eBay had promised it was going to "fix customer service" way back in 2017 when then SVP Global Operations & Customer Service Wendy Jones acknowledged eBay had a lot of work to do.
Our reality today is that we don't make it easy for our customers. The rules and the systems are too complex, they are at times inconsistent, and in today's digital world of ecommerce, they're too slow......Our Unifying Purpose. We exist to help our customers and solve their problems in the quickest, simplest, easiest way possible… and make them feel great about eBay along the way.
Jones and then VP Customer Experience, North America Cathal McCarthy unveiled plans for eBay's higher tier support experience called Concierge. While it was initially promoted as an invite only program, it was made clear the plan was to make many parts of Concierge the standard support experience for all eBay sellers within 18 months...which obviously never happened.
Despite having decidedly not fixed customer service at eBay, Jones was awarded an $11 Million bonus in 2018 by then CEO Devin Wenig ($8 Million of which was a retention bonus.)
Sellers at the time questioned the wisdom of such a large bonus, given the still lagging state of customer support under her purview, and it was also seen by many as particularly insensitive given the round of layoffs the company undertook around the same time.
Wenig thanked Ms. Jones for her ongoing contributions and encouraged her to "continue to deliver in 2018 and beyond" - though it's not clear exactly what he meant as by most objective standards eBay under her tenure was not delivering on any of the promises of improving the customer support experience.
When Jones stepped down from her position in 2020 under current CEO Jamie Iannone, she collected another $11 Million+ in severance benefits, again despite perennial complaints about falling levels of service and failing to bring Concierge to the masses - and despite her alleged role in the 2019 eBay cyberstalking scandal.
Sellers were shocked last year when VP Global Customer Experience Derek Allgood made the podcast rounds touting eBay's supposedly "phenomenal" "people centric" customer experience - saying that glowing corporate pat on the back didn't match with the reality on the ground for eBay's actual customers.
Liz Morton
If eBay truly cares about a "phenomenal" customer experience, proactively communicating with sellers about changes to the Concierge program and providing 30 days advance notice before removing them from the program if they no longer qualify would seem like the very least eBay could and should do.
Have you recently lost access to eBay Concierge and if so, do you pay for an Anchor or Enterprise store subscription? Let us know in the comments below!
