It’s disturbing that no mass message was sent out to eBay users (or if it was, no one I know received it). This glitch could cost sellers customers, sales and money because of the appearance of ignoring customer questions or problems. Worse, it appears some messages may still be missing:
We are working quickly to recover any messages that were not delivered while troubleshooting the issues that delayed the delivery of these emails.
Not all eBay members, particularly those who aren’t regularly active, know to check the announcements page. eBay must communicate these types of problems to the community in a fast and efficient manner. In the earlier announcement about the lowering of listing fees for media categories, Lorrie Norrington, President of eBay Global Marketplace Operations, insisted:
If buyer trust in the marketplace is not improving as intended within the next six months, we will take action.
eBay can help improve trust by ensuring all members know when eBay’s system has problems. Be honest and be consistent. Member trust can grow from there.