topic Re: Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted i in Technical Issues

Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted items

uk_photo_prints — Sat, 04 Apr 2026 20:17:51 GMT

My Anchor Store (with unlimited fixed price listings) was affected by a Software Defect (the ebay technical support ticket for the problem which affects multiple sellers is classfied as an ALERT is EWATCHOP-364474

Basically on 13th March we were incorrectly charged £15,000 of insertion fees on 42000 relisted items... numerous emails and calls to eBay and 3 weeks later we have not been credited these fees.. whats worse is this leaves our account in a negative position currently around £14000 but going down slowly as we sell because eBay take every penny from the proceeds of our sales against a debt not of our making. Then to add insult to injury despite eBay knowing the fees were incorrect they have still attempted to take the fees from our bank account 3 times now!!! They will not provide a date for when this will be fixed... just bland robotic emails thanking us for our patience and then telling us to have a wonderful day at the end of the message!!! my advice is check your March statement very carefully for these incorrect fees just don't expect a quick resolution from eBay... the company seems to have utter contempt for the seller community

Re: Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted i

tressygirl — Sun, 05 Apr 2026 05:44:27 GMT

Who did you speak to when you Contacted Customer Services? I mean was it Dublin? If not, you may have received a generic response, as some overseas agents unfortunately do just have a script they read from, and may not see the whole picture correctly, and have not dealt with your individual issue .

Contact CS, but only speak to Dublin you'll hear if it's the dulcet tones of the Emerald Isles as it's a Call Back system using this link...

https://www.ebay.co.uk/help/eua?id=5190

I wish you the best of speedy luck, as this is obviously, one hell of a lot of money we're talking about !

Do come back and tell us ,hopefully of a successful update, on this matter.

@uk_photo_prints

Re: Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted i

uk_photo_prints — Sun, 05 Apr 2026 07:57:36 GMT

Hi,

Thanks for your reply and advice, sadly we have had little success in reaching a resolution so far even with the Dublin based team. We have tried just about every avenue we can find to get this resolved. In fairness the Dublin based representatives are polite and try to be helpful but they literally appear to have no influence over this problem. We are simply told the technical team is working on a fix but there are no timescales for when the fix will be implemented.

I am starting to wonder if they are waiting to see if the problem repeats itself on the 13th April and we get the same bunch of listings add another £15000 of erroneous chagres to our account! Nothing would surprise me in relation to this problem now given how long it's been going on for.

I had been told they have resolved the underlying root cause of the problem that generated these charges but I am not convinced because that was 10 days ago and still no credits have been applied. I find it extremely difficult to under why a company the size of eBay with its technical resources is taking so long to apply credits to the affected accounts.

So checking our account this morning we now only owe £13670 due to all proceeds from sales overnight having of course been deducted from the false debt eBay created.... Literally we are working for nothing at present, having to pay suppliers and staff wages with no income from our eBay sales being passed to us until eBay get around to fixing their mistake. Question is will it be this week, this month, next month, this side of Christmas, next year or maybe never???

Re: Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted i

uk_photo_prints — Mon, 06 Apr 2026 11:07:59 GMT

eBay attempting again today to charge my bank account for the 4th time these incorrect erroneous fees that they have charged to my account due to the software defect in their system.

Re: Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted i

technthread — Mon, 06 Apr 2026 11:19:12 GMT

I’m would hope eBay’s community team will pick this post up from tomorrow, as you’ve posted it under technical issues.

If not it might be worth re-posting on Wednesday’s chat from 2-3pm.

Imagine if all 8m+ listings were re-listing on the same day as the glitch. It’s shocking that you are still in limbo with this it really is.

Not exactly the same type of issue as you on an anchor store but I remember seeing this post:

https://community.ebay.co.uk/t5/Business-Seller-Board/Double-Charged-on-Insertion-Fee-s-on-same-item/m-p/7986233#M342173

I’m sure there have been other similar cases mentioned here but I can’t find them and i’m surprised nobody else affected by it has commented on this post so far.

Re: Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted i

uk_photo_prints — Mon, 06 Apr 2026 11:30:43 GMT

Hi thanks for your reply and very good suggestion I certainly will try and join weekly and flag this up if it's still ongoing which I very much expect it will be given eBay's past performance on this problem to date. I have to admit I feel incredibly let down and disappointed by eBay on this problem. I completely understand problems do occur and can take some time to resolve as I've been selling on the platform for a long time and I really don't like to to speak badly of eBay but on this issue I think it's completely justified. I don't know how many people are affected It seems to have happened on the 13th and 14th of March but don't know if it affected just anchor stores or any of three different types of stores you can have. I guess those affected could be a few pounds here and there to hundreds of pounds or thousands of pounds like myself and not noticed it, I was told by eBay concierge that there were more sellers affected and one of them mention one of the larger booksellers on eBay had the same problem. Whether anyone else has ended up with and negative balance as a result of this defect I don't know maybe I'm unique.

Re: Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted i

pegr-834437 — Mon, 06 Apr 2026 13:17:03 GMT

Hi,

The community team are great but they will just pass it to the relevant team which then might take a while.

What you need to be doing is searching all your inbox for any pro trader courses you've been on, any correspondence about open events or just any emails that are basically a persons name @ebay.com and send them emails.

If you are on LinkedIn have a look for anyone working in the ebay for business to customer team (I think thats what they are called) and send them a message, the chances of getting the exact person you need first time is slim but if you outline the issue it bypasses customer services who yes are a great help but can only pass it up 1 level and this kind of issue probably needs to go pretty high whereas on LinkedIn people highlight there job title so you can direct it to ones who should have some power.

Not sure if thats what they are on there for but like you say you've tried all the usual routes so outside of the box may work faster.

If all else fails send Jamie at ebay an email and the executive (think thats their name) team pick it up.

Re: Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted i

uk_photo_prints — Mon, 06 Apr 2026 13:28:13 GMT

Thank you, that's really great advice looks like that will be one of my jobs tomorrow!

Re: Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted i

uk_photo_prints — Tue, 07 Apr 2026 12:33:41 GMT

DAY 23 problem still not resolved, ebay attempted for the 5th time last night 6 April to charge our bank account for these incorrect fees. contacted UK customer help this morning again asking the question what happens to our account e.g. will we be sanctioned or restricted if we don't pay these incorrect fees ALL of these fees are due to their software defect... we await their response... in the meantime the account shows that they will make a six attempt today 7th April to take these incorrect fees...

Re: Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted i

uk_photo_prints — Wed, 08 Apr 2026 07:12:45 GMT

DAY 24 problem still not resolved, ebay attempted for the 6th time last night 7th April to charge our bank account for these incorrect fees. contacted UK customer help yesterday asking the question what happens to our account e.g. will we be sanctioned or restricted if we don't pay these incorrect fees ALL of these fees are due to their software defect... 24hrs later no reply.... to a perfectly legitimate question?

Re: Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted i

uk_photo_prints — Wed, 08 Apr 2026 09:20:33 GMT

The eBay Concierge team has now replied at 9.42am 8th April to the question I raised yesterday regarding whether my account will be restricted or sanctioned If these incorrect fees are not paid.... below is what they have emailed which I hope is useful to anyone else who may be affected by this problem.

we are currently working to resolve the issue you reported and appreciate your patience while we investigate.

At this time, we are unable to stop the system from attempting to collect the funds, which is why you may see additional attempts on your account.

Please note that you were charged on March 13th. From this date, you have 30 days of protection. This means you remain fully covered during this period and within this time, we will resolve the issue. Once resolved, any amount that was incorrectly charged will be refunded to you.

I appreciate you taking the time to contact eBay today and thank you for your continued business.

Have a wonderful day.

Re: Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted i

uk_photo_prints — Thu, 09 Apr 2026 07:26:05 GMT

DAY 26 since the £15,000 worth of incorrect fees were charged to my account on the 13th March... still waiting for the fix and the credits to be applied to my account.....

Re: Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted i

pegr-834437 — Thu, 09 Apr 2026 09:46:48 GMT

did you reach out to people on LinkedIn? Like I say concierge (and some customer service agents) are great when its a task they can go and find the answer but as it needs to be passed from them to somebody else and you have to hope that somebody has the power they are not then as great. You need to go for the very top people and either hope you get lucky and its them or they can pass a message down (not up) the chain so it gets done as a priority, currently your issue will just be in an inbox with others on top of it.

Re: Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted i

technthread — Thu, 09 Apr 2026 09:56:14 GMT

I know this isn’t helpful but when they said you have 30 days of protection I rolled my eyes. Plenty of people overbilled in different ways haven’t had it fixed beyond 30 days so what does that mean they were timed out and not protected any more? I’d be going mad, hopefully they follow through on it and fix the issue and it is academic but where is the urgency.

Re: Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted i

uk_photo_prints — Thu, 09 Apr 2026 10:05:11 GMT

I have a list of the whole top team in the UK from the following website incredibly useful... https://www.theofficialboard.com/org-chart/ebay-uk I haven't contacted them yet based on the fact I have a written confirmation that they're going to get it sorted before the 30 day period ends. if they fail to do that and there is some negative impact on my account then that's the next step along with a meeting with our solicitor

Re: Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted i

uk_photo_prints — Thu, 09 Apr 2026 10:07:21 GMT

well I have it clearly documented me asking the question raising my concerns continually with them And then finally replying, I am obviously still concerned at whilst they I've put it in writing they may still not deliver and there's then sub some subsequent consequence to my account. I'm being reasonable and giving them the benefit of the doubt given what they have said If they fail to resolve it And there is a negative impact on my and the matter will be passed to our solicitor to take it forward in formal manner

Re: Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted i

pegr-834437 — Thu, 09 Apr 2026 15:49:29 GMT

You might as well be sending the emails now, its been 26 days and sorry but the only way eBay ever do anything is if you are chasing them daily and from the very top. Calling the people at the bottom and expecting them to pass up messages asking for updates never works, they don't have the contacts that you need.

Re: Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted i

insidethe93 — Thu, 09 Apr 2026 19:41:58 GMT

Raise it with eBay in their weekly community Live Chat?

Is it possible to get Marco or Kat tagged in on this? Sorry, I don't know how to do that mysel.

Re: Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted i

pegr-834437 — Thu, 09 Apr 2026 20:35:44 GMT

They'd just pass it onto the relevant team, concierge will have already done that.

Customer service especially concierge are great if its an issue they can get an answer for but for cases like this you need pressure from above. Customer facing agents sadly can just send an internal message saying oi Jimmy any update and then have to wait whereas if you get somebody above the level who will deal with it that message instantly gets a priority as nobody wants to look like they are failing to those above them.

That isnt just an eBay issue its a business issue pressure only really works from above. As shown by it now being day 26.

Re: Anchor Store Software Defect on 13th March charged £15,000 of insertion fees on 42000 relisted i

insidethe93 — Thu, 09 Apr 2026 21:46:43 GMT

I really hope it gets sorted out for you.