Link to eBay Concierge has disappeared

[peters3865]

I have been a Top Rated Business Seller for many years and have spoken many times to eBay Concierge who have generally been most helpful.  However today I have had several issues with the eBay site, but when I tried to contact Concierge in the usual way, the link on Seller Hub has disappeared.  Eventually I got through to the regular Customer Service but they were completely useless on all the issues I raised, and didn't even know what Concierge was.

Can anybody explain this?

[4_bathrooms]

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@padanpcparts wrote:

Both my shops have had concierge removed. Hoping this is an error, as I was awarded concierge for life as part of the business awards package. 

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It's time to find that email and see if there were any conditions attached to the "concierge for life" award such as an evolving minimum annual turnover threshold...

[classicspares499]

We DO have anchor and have had it removed. 

Tried to contact CS today but without Concierge its a bit of a joke. Nice enough people but no idea.

Said would call me back but didn't and lied about it so sent an email basically telling me they have not sorted it but are hoping to.

We have had a very very unusual year with one of us being in hospital for over a month and almost dying, so trying to get back on top of everything here, could really do with this back and have one less hassle

[sheba-knows-best]

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kat@ebay wrote:

Hi All,

Following a recent review, accounts whose Gross Merchandise Value (GMV) over the past 12 months has not met the evolving threshold required to maintain eligibility for the Premium Service Program have been removed. This threshold is adjusted over time based on overall eBay growth and is designed to reflect the top 10% of sellers on our platform. We understand that business performance can fluctuate, and this change does not impact your standing as a valued eBay seller.

Thank you,

Kat

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Well, given that my GMV has increased by 15.28% YTD '25 vs '24 that's either wrong, or suggests that eBay has made it one hell of a lot harder to get Concierge .  

Frankly this explanation makes losing Concierge feel even worse. I would have thought 15% growth in a tough year would have made me safe from exclusion.

So why is ebay clawing back its support I wonder? Cuts to concierge staff? I'm pretty peeved. 

[sheba-knows-best]

kat@ebay 

Could you confirm what type of GMV growth ebay wanted - or what the new GMV number is? 

[kat@ebay]

Hi @sheba-knows-best ,

Thank you for your replies.

These details would be part of eBay's internal processes and cannot be shared for security reasons. Accounts will continue to be monitored and access may be reinstated based on future reviews.

Thank you,

Kat

[resurrectionscooters]

So mines gone too

And to upgrade (?) to an Anchor shop would in round figures an additional £360 a month or in real terms £4,320 per Anum or  around £17.50  per day based on 50 x 5 day weeks.

I guess I spoke with them once or twice a month so say 18 times a year so would be around £240 per 10 minute conversation that's an hourly rate of £1,440

Maybe I will leave it .

But cant help wondering if fees will be reduced to reflect the reduced service ?

WOW just WOW

[4_bathrooms]

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@sheba-knows-best wrote:

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kat@ebay wrote:

Hi All,

Following a recent review, accounts whose Gross Merchandise Value (GMV) over the past 12 months has not met the evolving threshold required to maintain eligibility for the Premium Service Program have been removed. This threshold is adjusted over time based on overall eBay growth and is designed to reflect the top 10% of sellers on our platform. We understand that business performance can fluctuate, and this change does not impact your standing as a valued eBay seller.

Thank you,

Kat

---

Well, given that my GMV has increased by 15.28% YTD '25 vs '24 that's either wrong, or suggests that eBay has made it one hell of a lot harder to get Concierge .  

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The threshold isn't based on your GMV; it is based on the GMV of the top 10% of sellers (by GMV). In other words, the bar has been raised a lot higher than it was before.  

[4_bathrooms]

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@resurrectionscooters wrote:

But cant help wondering if fees will be reduced to reflect the reduced service ?

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That is definitely not going to happen. Only anchor store subscribers have an automatic entitlement to concierge (or at least, an invitation to it). It seems you previously received an invitation or were awarded concierge because you meet some previous unannounced threshold based on your annual sales. eBay have simply decided to raise that threshold so you no longer qualify for a "free" concierge service.

I do know that eBay awarded some sellers "concierge for life" in an eBay Business Awards promotion some time ago. @padanpcparts' post suggests these sellers (at least, those who don't meet the new threshold) have also had their access to concierge rescinded. If I was such an affected seller I would find the email where "concierge for life" was stated and start waving it in front of eBay's face.   

[padanpcparts]

Ah you know, I only ever used it maybe once a month. Feels like a time consuming fight I would lose anyway. 
Shame, they were so quick and on the ball. Back to clicking through a million useless menus and garbage AI generated articles to beg a callback it is, if the option to call CS even exists still. I just feel let down in honesty, but that seems to be a common theme these days. 

[valueaddedresource]

Anyone else remember back in 2017 when then SVP Global Operations & Customer Service Wendy Jones and then VP Customer Experience, North America Cathal McCarthy said Concierge was going to be the standard support experience for all sellers within 18 months? 🤔

Despite decidedly not fixing customer service or delivering on that promise (not to mention her alleged role in the 2019 cyberstalking scandal), Jones got  $11 Million+ in severance benefits when she left at the end of 2020, in addition to the ~$11 MIllion bonus she received in 2018.

How much better would things be today if they had invested that ~$22 million into the support experience instead?

[sheba-knows-best]

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@4_bathrooms wrote:

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@sheba-knows-best wrote:

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kat@ebay wrote:

Hi All,

Following a recent review, accounts whose Gross Merchandise Value (GMV) over the past 12 months has not met the evolving threshold required to maintain eligibility for the Premium Service Program have been removed. This threshold is adjusted over time based on overall eBay growth and is designed to reflect the top 10% of sellers on our platform. We understand that business performance can fluctuate, and this change does not impact your standing as a valued eBay seller.

Thank you,

Kat

---

Well, given that my GMV has increased by 15.28% YTD '25 vs '24 that's either wrong, or suggests that eBay has made it one hell of a lot harder to get Concierge .  

---

The threshold isn't based on your GMV; it is based on the GMV of the top 10% of sellers (by GMV). In other words, the bar has been raised a lot higher than it was before.  

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I do get that... but it's a bit suspicious isn't?  It suggests that a fair few sellers on ebay have seen growth in GMV of more than 15.28%  y-o-y? I got the impression that sellers were struggling on the whole...  I know these boards aren't a great representation of ebay sellers but is anyone else reading this, having a good year? (And trust me, I am touching wood as I speak, my own sales are lumpy, I'm worried about the on-off of the USA, and I have to keep swapping things around)

I think we're being soft-soaped. I suspect concierge is being stripped back in some way which is a real shame. Like everyone else who has been fortunate enough to have it, it took all of the dread out of an ebay problem.

[vintage-emporium-jedburgh]

We dont have much ebay dread these days, its quite therapeutic, after decades of ebay dread,

the worm has turned our high st shop is ok the trade fairs are profitable

we need or use ebay less and less

[classicspares499]

Well we still haven't heard back from CS despite us paying anchor shop subscription. Absolutely useless.

We are away next week anyway so when we come back need to re think.

Absolutely rubbish service to not even bother to let us know.

[4_bathrooms]

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@sheba-knows-best wrote:

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@4_bathrooms wrote:

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@sheba-knows-best wrote:

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kat@ebay wrote:

Hi All,

Following a recent review, accounts whose Gross Merchandise Value (GMV) over the past 12 months has not met the evolving threshold required to maintain eligibility for the Premium Service Program have been removed. This threshold is adjusted over time based on overall eBay growth and is designed to reflect the top 10% of sellers on our platform. We understand that business performance can fluctuate, and this change does not impact your standing as a valued eBay seller.

Thank you,

Kat

---

Well, given that my GMV has increased by 15.28% YTD '25 vs '24 that's either wrong, or suggests that eBay has made it one hell of a lot harder to get Concierge .  

---

The threshold isn't based on your GMV; it is based on the GMV of the top 10% of sellers (by GMV). In other words, the bar has been raised a lot higher than it was before.  

---

I do get that... but it's a bit suspicious isn't?  It suggests that a fair few sellers on ebay have seen growth in GMV of more than 15.28%  y-o-y?

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That isn't how I read it. I read it as "We've moved the goalposts"; the goalposts being the "evolving threshold". 

One thing that has been bugging me is the "Premium Service Program" that was mentioned. eBay do not publish details of such a program on any of their websites and it clearly doesn't relate to the "eBay Premium Service" badge. Interestingly, thanks to previous articles published by @valueaddedresource it seems eBay internally refers to the concierge department as the "Premium Service Department". My guess is eBay monitors usage of concierge/the PSD and if they need to reduce usage for any reason they move the goalposts for eligibility which includes moving them for anchor store subscribers:

 

I originally thought that point meant an anchor store subscriber needed to be rated either "above standard" or a "top rated seller" to be eligible to receive the concierge service. I now believe that assumption was wrong and instead there is a moving bar based on whatever GMV-derived threshold eBay chooses to use as a measure. That would explain why @classicspares499 also lost their access to concierge despite being an anchor store subscriber.    

[vintage-emporium-jedburgh]

All this Just confirms,  dont expect anything from ebay, your on your own

[timetotime]

Mine has been removed to, the general customer service reps are useless at the best of times. The general ebay experience for me is hugely on the decline.

[peters3865]

In my opinion eBay is in terminal decline and can no longer be trusted as a
business partner

[gtech-recycled]

absolutely *bleep* service from ebay, I had concierge but now replaced with AI and when you get to speak to a human they are useless. very poor, they are try to get people to sell elsewhere in my opinon

[gtech-recycled]

lumpy is about right, if you do not promote your listings you will never sell them, their costs are getting crazy, I believe they are in terminal decline. Im starting to sell else where.

[pegr-834437]

Just out of curiosity what security concerns would eBay have for not giving out the details on what you need to do to get helpful customer services? It seems like business talk for saying we just don't want to tell you as we don't actually have a figure and we make it up as we go along. This is not a dig at you as you will just be copy and pasting a reply from higher up but seriously I cant see any security issues with telling your customers what they should do to get a reliable customer service experience for the thousands of pounds they spend.