Any Notice Product Research/Terapeak Not Working Correctly?

[cardys]

Has anyone noticed product research is not working correctly? started noticing start of this week that it is not accurate. 

[custom-giftsuk]

Yep you're correct. I noticed this about a week ago and put a comment on the board in regards to it and got zero replies. I did log it with eBay Customer Support at the time who assured me it would be resolved at the highest priority but that was last week - to which it hasn't - it's gotten way worse.

It is missing huge swathes of data and according to today when I do a search for items sold today, in my section I get a message "We couldn't find any Sold results in the date range you've selected, so we've switched to Active listings.".  

I'll be bringing this up at the weekly "chat" with the eBay Community Team this afternoon between 2-3pm. 

[cardys]

Ok its not just me then! 

Thats great thank you very much! 

Didnt realise how often i use the tool until its unusable. 

[kat@ebay]

Hi @cardys & @custom-giftsuk ,

Thank you for your posts.

Ebay did announce as part of the seller update yesterday about a new sell through rate metric being added to the product research tool. It may have changed the way the information is showing on the tool. Details on that here.

Can you share an example screenshot of an item you have researched showing the " we couldn't find any sold results " message?

Thank you,

Kat

[custom-giftsuk]

Sure no problems whatsoever.  You can see from the attached file a complete failure to show any of the items sold today and no it does not take a certain amount of time to update as even yesterday, it was showing a semi-live update timewise up until today.

However today we have a total failure to show any data.

[custom-giftsuk]

I have attached a screenshot showing the last month's sales (with the data blurred out).

However my own sales as well as other competitors that I know have sold items in the last week have been ommitted since last week showing a false idea of what has and what has not been sold. 

[custom-giftsuk]

However it does show items that it states have been removed for policy violations - which have not been removed. (i've transposed the item number round to hide said item from easy data stripping). So if it has been removed as per policy violations it should not be available (to which it is still available for sale) or it should not be stating the item had been removed. So its either wrong about the policy violation or eBay have not removed the item for a policy violation.

The Research Products section has been broken for a while and reporting it to eBay Customer Support has yielded no response.  

[custom-giftsuk]

You can see the item that should have been removed below

[kat@ebay]

Thanks for all the details and screenshots @custom-giftsuk . I've logged it with tech to have it looked into. Once I have a further update I will come back

Thank you,

Kat

[custom-giftsuk]

I did log it with eBay Customer Support a week ago, and was told it would be expedited and dealt with within a week.  So I'm still waiting on that to be resolved as all of my listings have not shown either in their entirity or a small amount have shown incorrect numbers but as of yesterday I had zero listing showing as sold. So it seems a bit pointed that my listings are no longer showing but this is hijacking someone else's post.

[ilovethesmellofbiddinginthemorning]

I contacted agents through the eBay chat feature, have reported it twice, they confirmed it wasn't working as it should (no sold items showing for the past 24 hours) but no indication of when it might be fixed. 

[custom-giftsuk]

I spoke to Kat on the weekly community chat and she has assured me that the information has been passed to the proper team for all appropriate action to be taken to resolve this. 🙂

[ilovethesmellofbiddinginthemorning]

Were any time frames given as to when it would be fixed? 

[custom-giftsuk]

As of 7am, 1st November  it still isnt working at all. 
Kat, from eBay did not give an ETA, which is normal. 
I did report it around 10 days ago and I'm very sure others have as well repeatedly.

[ilovethesmellofbiddinginthemorning]

Thanks - just seems strange that an org as large as eBay can have a feature like this broken for so long. 

[custom-giftsuk]

It was, as far as I was aware, working up until around 10 days ago, then items started disappearing that I could see as my items just started slowly vanishing a couple at a time, when I knew they had sold and then bam... nearly a week ago it just fell over with no sales shown in any item / category. It does still show sales from 2 weeks ago or so but nothing more recent.

Ironically they are pushing it hard it their October Seller Update. 

It has to be a simple fix. If its falling over after a certain date, roll back the code to prior to its failure. If its a database issue, restore the old database, and start new from day X. Unless it's a different issue as it used to be Terapeak that ran it - so its possible that the licence with Terapeak expired and they cant resolve that issue.

Strangely it's also happening on ebay.com and all other sites. It would seem that it stopped working completely on ebay worldwide on or around the 28/29th  as any graph in any category I look at just flatlines on the 28/29th. So its not just an ebay.co.uk issue - it's an EBAY issue.

[ilovethesmellofbiddinginthemorning]

Not very reassuring that it's been almost 2 weeks and it's still broken. 

[custom-giftsuk]

Yep, which probably means its a simple yet insurmountable fix (ie a licence has expired and eBay cant write the software to duplicate the capability of the software needed) not just a coding or database issue which could be restored from backups - that is of course, if eBay have backups 🙂

[ilovethesmellofbiddinginthemorning]

😋The fact that sold items appear in their search pages (although without the actual sold price) tells me it isn't a huge fix. I just don't understand why they don't just show the actual prices sold in their regular searches and not have us have to use terapeak (and this is from someone who used to pay for Terapeak when it was a seperate company). 

[custom-giftsuk]

Seems to back up and working (ahem) now.
Although strangely enough most of my items are still missing and we have lots of this...... (see attached file) which shows listings from one seller as being removed - although they aren't - and this isnt my items either

So just to recap, yes it's back up and its not showing everything (feeling a bit picked on actually as my most of my sales seem to be missing from the result) and there are items from sellers which seem to have been removed but which have not.