Customer Service

Learn all about customer service issues impacting ecommerce marketplace sellers.

Jewelers Of America Strikes Deal With eBay For Special Concierge Support Access 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 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 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 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 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 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? 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? Members Public

eBay reports $12 Million in increased customer service costs while sellers struggle to get phone support - is AI taking over?


eBay Has A New Head Of Customer Service Experience - Again Members Public

Ty Baker is eBay's new Header of Customer Service after Nancy Vega departed the company last month.


Shopify Outsources Support After Layoffs Members Public

After laying off 1000 employees in July, Shopify is filling in the gaps with outsourced support from TaskUs.


Etsy Says Support Has Expanded, But Sellers Aren't Seeing It Members Public

Etsy announces 24/7 chat support for sellers with no policy violations, but some question how violations are defined.


Open Letter: eBay Customer Service & Seller Engagement Failure Members Public

Open letter from a seller to eBay management about failures in customer service & seller engagement.


Will eBay's New Social Media Hire Improve Seller Engagement? Members Public

eBay has a new social media manager - what could it mean for seller engagement & social commerce efforts?


eBay Community Chat Changes -Less Engagement & Support Members Public

eBay community staff announce weekly open-ended chat being discontinued, replaced with monthly chat on limited topics.


eBay Community Solutions - How Much Control Is Too Much? Members Public

eBay community staff empowered to mark posts solved without input from author - will it impact free expression in the forum?


Do You Trust eBay's Verification Process For Social Support? Members Public

Users express privacy & security concerns about verification process on eBay's social support channels.


eBay Has A New Head Of Customer Experience Members Public

Nancy Vega is the new Head of Customer Experience at eBay, quietly taking on the role back in December.


eBay Growth Advisors Engage With Sellers Members Public

Sellers say eBay has been cold calling & emailing a pitch to have a growth advisor review accounts & make suggestions.