5011 error - Again!!
Summary: webuyvintagerecords and several other sellers and buyers are experiencing issues with error 5011, preventing bids on eBay listings. The problem has persisted for weeks, leading to significant financial losses and frustration among users. While some temporary fixes were found, such as changing domain URLs or adding buyers to an exemption list, eBay's response and communication are criticized as lacking. Despite technical resolution claims, sellers seek compensation for losses, but eBay's policy does not cover such scenarios. Discussions have occurred on pursuing formal complaints.
Seems to be others raising this one. I am also having this problem occur. I have auctions ending this week and multiple customers unable to bid.
I spoke with ebay who's solution was to end all the auctions and re-list in two weeks time when the issue "may" have been solved. I see others have raised this on here too, but I can't seem to reply to these queries so have raised my own. This will take hours as most auctions have bids and can only be cancelled individually and cost me final value fees for ending early.
While I'm here i'm also going to mention that I have thousands of positive feedbacks over multiple years and in the last 12 months ebay has gone down hill significantly. Not in terms of sales, but in terms of customer service and the system its self. I often have days when I can't load photos, I always have problems combining invoices after my auctions have finished, but the worst of all is payments on hold until the proof of tracking shows the items have been delivered.
I have never had a dispute about an item not arriving or needing to be returned. Yet for some reason my payments have a "temporary" hold on them. This is now lasted 9 months. I have spoken with ebay numerous times about this and just get the same answer. It will be removed once reviewed. Yet they continue to hold my money sometimes thousands of pounds for weeks at a time. Not only that but I then get inundated with message from ebay finance asking if i'd like to borrow money!! Hang on, do you mean I can borrow my money which you have on hold at a cost! It's a pretty poor way to deal with your trusted sellers! If this hold is permanent please just say so. Why pretend it's temporary or if it is tell me what I can do to get it removed.
Yes I'm ranting, but i think it's probably time to say goodbye to ebay and find a new platform to run my business from. It's a shame the ride has been great and I have many thousands of followers and loyal customers, but ebay just don't hear me anymore!!
kat@ebay
Hi All,
The fix has been applied and tech have confirmed this issue as resolved. If you are still encountering the error 5011 when placing a bid or have buyers advising they are getting the error please let me know.
Thank you,
Kat
webuyvintagerecords
OP1 week agoThanks Kat,
Can you advise the best way to pursue compensation for the costs that this has caused. Thanks
Steve
kat@ebay
Hi @webuyvintagerecords ,
Thanks for following up.
I completely understand your frustration about what happened, however eBay's policy is that we don't offer compensation when our services are interrupted.
While we do everything possible to ensure our service to members is uninterrupted, unforeseen issues can arise from time to time. We work hard to fix these as quickly as possible but, should our service be interrupted, our User Agreement states that eBay is not liable for any loss arising from use of our site.
I hope this explains our position. I appreciate it is not the answer you were looking for and would like to thank you sincerely for your understanding on the matter.
Thank you,
Kat
webuyvintagerecords
OP1 week agoNo problem. Thought as much. What about the monthly business account fee? Surely that can't be charged when ebay cannot even provide the service it promises. Isn't this in breach of the consumer rights act?
kat@ebay
Hi @webuyvintagerecords ,
Thank you for your reply.
I am not a legal expert in terms of the act and cannot give advice on this. In relation to the monthly fee it would be the same as what I have mentioned previously, our User Agreement states that eBay is not liable for any loss arising from use of our site.
Thank you,
Kat
webuyvintagerecords
OP1 week agoOk. So can you advise the procedure for making a formal complain please.
kat@ebay
Hi @webuyvintagerecords ,
Thank you for your reply.
You'll need to contact Customer Support through the usual help/contact channel on your account so the complaint can be logged and reviewed properly.
Thank you,
Kat
webuyvintagerecords
OP1 week agoSeeing as ebay is not providing any updates on this issue I can here. Because I have just sold over 100 auctions that were all effected by the this error.
Firstly if you know this error effects your auctions do not list them or end them early if you can. I think most buyers cannot bid.
Within 24hrs I think I must have been contacted by possibly 100 buyers and I managed to add them to my buyers exemption list. This helped massively. But tonight during the auctions so many regular buyers missed out on bidding. They were annoyed. I was annoyed. Some I managed to add to the buyers exemption list during the auctions so although they missed one or two they could then bid. But I was constantly adding buyers to this list.
Since the auctions have ended i would estimate I am maybe £1,000 pounds below what I would expect for an auction like this. This is a pretty significant amount of money to someone running a small business. I have been counter offered on items that sold for around £15 asking if they can buy them for £50 because their bids failed. So you can see how much this will impact.
Ebay are taking no responsibility for this at all. There is no communication to the sellers effected. We are coming up with the solutions ourselves. I'm actually astonished that this problem has been kicking around for over 3 weeks and nothing has been done. Ok maybe it's hard to fix, but you need to warn your sellers of what is happening here. It's just so unprofessional and disrespectful to your sellers who are literally paying thousands of pounds to use your auction site and your auctions don't work! I would not treat my customers like this.
If we as sellers treated our buyers in this way you would be on to us, putting holds on our funds, limiting what what we can do. So it's really one rule for us and another for you.
So again the solution for buyers that can't bid you can add to your buyers exemption list this worked in 100% of cases.
But if you think you can ride this out as a seller think again. Cancel your auctions until this is headache is resolved.
Oh and I am looking forward to hearing from someone at ebay about how they will compensate me for this financially not only for the missed funds but the damage to my reputation as a seller on this platform. But I really doubt that will ever happen!!
kat@ebay
Hi All,
We have another thread on this issue here where I have replied to take examples from sellers who are impacted. It is still ongoing with our tech team and we appreciate your patience while we are having it looked into. I have added the shared examples to the ticket with tech. They are continuing to investigate and the soonest I have an update I will post back.
Thank you,
Kat
webuyvintagerecords
OP1 week agoAny update on this? All my regular customers now think i'm blocking them from bidding. I have just ended 70 auctions with no bids on them and am inundated with messages about being blocked.
So i'm now losing money and I'm also losing my reputation as good seller.
kat@ebay
Hi @webuyvintagerecords ,
Thank you for following up. I understand the importance of getting this resolved as soon as possible but I don't have a further update right now. We are sharing all the examples from users who are posting on the boards so we can push towards the fix. I can only provide the update once tech confirm so once that happens I will update the threads.
Thank you,
Kat
snuggleness
·2 weeks agoError 5011 – eBay needs to act urgently
This needs more than an open technical ticket and scattered Community updates.
I'm running a £1 no-reserve vehicle auction (178498387803). A genuine bidder contacted me today because error 5011 is preventing them from bidding. Other users are reporting the same problem and eBay Staff have confirmed the investigation is ongoing.
For a no-reserve auction this is potentially disastrous. If genuine buyers cannot bid, how can the eventual selling price be considered a fair auction result?
This follows my previous auction ending at £10,805, only for the winner to cancel. I then issued Second Chance Offers which inexplicably appeared publicly in search as separate Buy It Now listings, even after being ended. I've already had to pay to relist.
Now I potentially have to cancel and pay to relist again because eBay cannot guarantee bidders can actually bid.
eBay needs to urgently communicate with affected users, resolve the fault, protect affected sellers and refund/compensate those forced to relist.
My auction ends Tuesday. I don't want to cancel it, but I cannot reasonably let a £1 no-reserve auction conclude while eBay knows an unresolved technical fault is preventing genuine bids.
webuyvintagerecords
OP2 weeks agoTotally agree it's terrible and I hope ebay will offer compensation for those affected. Likewise all my auctions start way under the actual value they should sell at to make a decent auction. I've already lost hundreds of punds last week and tonight i have 192 ending and the bids on them are way lower than they should be. Oh don't forget you can add them to your "buyers exemption" list which will allow buyers to bid.
littlemissminxpot
·2 weeks agoJust been told by a buyer they have managed to bid finally after not being able to bid on any of my auctions for the last few days. I’d already added BINs (though I didn’t want to) to all of my listings as it seemed to be most of them were affected. But of course the random nature of this means unless each buyer trying to bid tells me they can’t, I’ll never know. Over twenty years and thousands of sales as an eBay seller and got nowhere with the ’help’ desk yesterday. It’s a ‘priority’ apparently but seems to have been happening for some time judging by the community pages. I’ve Already moved the rest of my sales to Vinted and will also now try Reluv.
webuyvintagerecords
OP2 weeks agoYes I have well over 100 auctions each week. I'd say it's been going for at least 3 weeks. Yes I'm also moving away from ebay now. Just no care factor. This is a pretty major "glitch" and like you say i think the customers that are contacting me are just the tip of the ice berg. This is going to cost me easily 4 figures in lost sales and yet ebay contibue to charge me fees for a service that they cannot deliver. Terrible customer service. Interestingly though I'm speaking to someone at very well known uk newspaper about this and they seem keen to follow the story so let's see what happens.
theoddcollectable
·2 weeks agoWELL SAID… I HAVE 20 ODD LISTINGS AND NO ONE CAN BID.. EVERYONE MESSAGING ME GETTING SAME ERROR CODE 5011. SHOCKING FROM EBAY.
webuyvintagerecords
OP2 weeks agoYes it is. Ive asked them to send me a "failed bid" report so i can see how many bids have been rejected. Doubt ill get it though!! Happy to take our money for listings and final value fees, but can't even provide a working service. Lets try and get more sellers added to this thred and hopefully they'll start paying attention!!!
webuyvintagerecords
OP2 weeks agoOh and forget to add them to your buyers exemption list then they can bid.
webuyvintagerecords
OP2 weeks agoSorry mean DON'T forget!!
a-nic
·2 weeks agohaving this issue as a seller. Nobody is sble to bid on any of my auctions. bin works fine. raised with cs this morning who in turn raised it as high level internally. Still not working at 6.30pm
webuyvintagerecords
OP2 weeks agoMine are working for some but not others. If anyone contacts you you can add them to your buyers exemption list. This seems to work. Cheers
a-nic
·2 weeks agocheers, hopefully no new bidders try to snipe in last seconds. seems a pretty big issue to me.
webuyvintagerecords
OP2 weeks agoYes i had to add quite a few to my list on the night my auctions were ending. Very frustrating.
nannynanbread
·2 weeks agoI tried bidding on an item today just before the auction ended, but every attempt failed with error 5011. I tried different devices, the app, and multiple browsers, and got the same error every time.
After the auction ended, I messaged the seller to let him know what had happened. He took it up with eBay, who told him there was no problem (of course they did). I imagine a lot of sellers have lost out because of this.
webuyvintagerecords
OP2 weeks agoJust an update on this. After one week problem still continues. Losing a lot of money now on my auctions. Reported to ebay, but obviously nothing being done.
wickmesh
·3 weeks agoAs a buyer, I've just found a solution that worked for me.
I changed the ebay item URL from ebay.co.uk to ebay.com and was able to bid on the item there.
(Posting this here as one of the few relevant recent posts that are not locked by ebay "Discussion interactions are currently paused.")
webuyvintagerecords
OP3 weeks agoAh Great news. I think also if I add (as the seller) the buyer to my buyers exemption list it seems to work. Thanks for the info i'll suggest this to any new queries that i get through. Had a few more today.
wickmesh
·3 weeks agoAgreed you are not the only seller having this issue, I've just messaged another seller I've been trying to buy from letting them know I cannot bid due to the 5011 error.
This platform never seems to get better, does it?