eBay UK Discontinues Customer Service On Facebook & X, Redirects Sellers To Instagram For Support
eBay UK is no longer offering customer service through Facebook and X/Twitter, redirecting sellers to Instagram for support as social media monitoring is being scaled back amidst shift to AI-powered self-service resources.
Rumors of the support shutdown began spreading on the eBay US community forum and across Reddit today as one seller was informed by eBay support on Facebook that private messaging capability would be disabled on January 14, 2026.
eBay got rid of "eBay for business" and now they are apparently getting rid of help on Facebook completely.
by u/ToshPointNo in Flipping
Subsequent follow up posts from other sellers indicated that there had been some confusion and that only the eBay UK Facebook page was closing while the the main eBay page would still be offering support for those in the US.
It is for UK. I just contacted eBay through Facebook and here is the reply:
So this page is going to continue offering support, but the UK eBay Facebook will no longer be monitored. The UK market is scaling back Social support to focus exclusively on Instagram Direct Messaging. This shift allows us to move resources to meet specific business and market needs based on market data and customer behavior.
While there is no public announcement about ceasing support through Facebook on the eBay.co.uk page, their bio does now direct users to follow on Twitter and Instagram instead.
eBay press relations did not respond to a request for comment before publishing, but a rep reached through the main eBay Facebook page confirmed to me that it was only the UK page that will no longer be monitored - also indicating that the UK X/Twitter page is closing as well.
Francois also confirmed that UK sellers could still send messages for support through the main eBay Facebook page as well.
eBay has a sticky history with offering support through various social media channels.
Their presence on Twitter/X at @askeBay provides an easy customer service option for users but because those interactions are often publicly visible, it also opens the company up to increased scrutiny and amplification of systemic issues that have plagued the platform for years.
Liz Morton
Continuing to encourage sellers to spend more time on competitor platforms (Meta directly goes up against eBay with Facebook Marketplace and buy, sell, trade groups as well as increasing live social selling on Instagram) has also historically been called out as a strategic mis-step for the company - and that's even more true as eBay has recently begun expanded their livestream selling capabilities with eBay Live.
Liz Morton
On the other hand, sellers consistently say they find that the support reps available through social media channels are far and away better trained and better able to assist than the overseas call center reps you'll get via eBay's direct phone and virtual chat options.
eBay received significant backlash when they should down the dedicated eBay for Business Facebook page last year - and judging by the responses to today's developments so far, it looks like the decision to stop Facebook support for the UK is equally unpopular.
Liz Morton
The move comes as eBay is doubling down on ramping up AI powered self-service customer support solutions to cut costs and many sellers having the rug pulled out from under them when their previously promised lifetime access to Concierge support was suddenly cut off because they failed to meet sales volume criteria.
Liz Morton
While the Facebook support shutdown appears to be only for eBay UK at this time, sellers are understandably concerned it could be a sign of things to come in other markets in the near future.
Do you use eBay's social media support channels and if so, how would it impact your business if those channels went away? Let us know in the comments below!
