Customer Service
Learn all about customer service issues impacting ecommerce marketplace sellers.
eBay Doubles Down On AI Customer Service Expansion To Cut Costs & Drive GMV Growth Paid Members Public
eBay is doubling down on ramping up AI powered customer service solutions to cut costs, sellers say they miss the human touch.
Will New Leadership Finally Fix eBay Customer Experience? Paid Members Public
eBay once again has new Global Customer Experience leader as Dawn Block takes role responsible for supporting both buyers & sellers on the marketplace.
eBay Kills Concierge Support For Sellers Who Don't Meet Top 10% GMV Threshold Paid Members Public
eBay sellers frustrated as Concierge customer support removed with no notice, ostensibly due to not meeting unpublished & unclear sales thresholds.
Whatnot Looks To Seller Base To Recruit Customer Service Stars Paid Members Public
With new funding round & explosive growth, Whatnot is expanding their support teams in 2025 & looking to seller-base to find customer service stars.
eBay Council Changes: Listening More While Turning Off Comments? Paid Members Public
eBay closes off another avenue for seller engagement as eBay Council changes remove social hub & commenting, limit interactions to one way surveys.
eBay's "Phenomenal" Customer Experience: Who Are They Trying To Convince? Paid Members Public
eBay VP Derek Allgood interview spills secret to "phenomenal" customer experience, raising questions about AI, automation & employee morale.
eBay VP Derek Allgood Touts "People-Centric" Customer Service On Forrester CX Cast Paid Members Public
eBay VP Global Customer Experience Derek Allgood stopped by CX Cast to discuss people-centric service - a concept many believe eBay has strayed away from with AI & automation.
eBay Pill Press AI Dragnet Permanently Suspends 20 Year Seller In Error Paid Members Public
Longtime eBay seller cries for help after frustrating attempts to appeal AI bot suspension for selling 100+ year old item that tripped keyword triggers.
eBay Tests New "Have Us Call You" Support Option; Sellers Worry They May Be Talking To AI Paid Members Public
eBay tests new "have us call you" customer service option - will it give sellers easier access to human support or shuffle users to AI?
eBay Support Snafu Sends Sellers In Automated AI Circles Paid Members Public
eBay sellers report trouble getting through to customer support, being sent around in AI automated circles due to apparent call "routing issues".
Jewelers Of America Strikes Deal With eBay For Special Concierge Support Access Paid Members Public
Jewelers of America inks deal granting members special access to eBay Concierge Support with dedicated reps, short wait times & exclusive perks.
eBay Touts AI & C2C Pivot At Morgan Stanley Technology, Media & Telecom Conference Paid Members Public
eBay CEO Jamie Iannone & CFO Steve Priest put in appearance at Morgan Stanley conference, answering questions about AI, C2C pivot & more!
Content Creator To AI Architect: The Changing Face Of eBay Customer Experience Paid Members Public
Recent eBay promotions & title changes reveal increasing importance of AI & the changing face of Global Customer Experience at the company.
Communication Breakdown: eBay Sellers In The Dark About Updates & Community Events Paid Members Public
eBay sellers frustrated with lack of communication as they are left in the dark about critical business impacting updates & community events.
eBay Layoffs Loom Large, Sellers Worry Support May Be Replaced By AI Paid Members Public
As eBay undertakes layoffs, users worry about increasing use of AI for critical support, trust & safety functions previously handled by humans.
16,000 Shopify Plus Merchants Set To Lose Dedicated Support Paid Members Public
Leaked email shows Shopify is cutting dedicated support for ~16,000 Shopify Plus merchants as cost cutting continues.
Are eBay Anchor & Enterprise Stores Not Getting Support They Pay For? Paid Members Public
eBay Anchor & Enterprise sellers question value of store subscription as dedicated support increasingly difficult to access.
The $12 Million Question: What Happened to eBay Phone Support? Paid Members Public
eBay reports $12 Million in increased customer service costs while sellers struggle to get phone support - is AI taking over?
