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?

[wootton-industries]

My link was removed over 12 months ago and has never re-appeared, with no reason to why it was removed.

What shop subscription do you have?, I think it comes as standard with anchor shop but not with featured or basic shop.

[peters3865]

Thanks for the info.   I don't know the difference between the different types of shop but I think it's one of the lower types not the anchor one.  About 5 years ago I got an email inviting me into Concierge service and have used it regularly since right up to 2 years ago.  I appreciate that at £2-3000 a week we are not the largest seller on eBay but to just make the link disappear without comment seems discourteous at the very least.  I tried the standard Customer Service today and they were utterly useless.

[4_bathrooms]

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@peters3865 wrote:

About 5 years ago I got an email inviting me into Concierge service and have used it regularly since right up to 2 years ago.

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Do you still have that email?

I remember a post from a non-Anchor store subscribing seller who received and accepted such an invite; their post was quite a while ago so it may have been "archived" into the ether by now. Anyway, after a while their Concierge service was rescinded without notice - they managed to get it reinstated based on the wording of the email invite they originally received.

[sheba-knows-best]

Just checked mine - my concierge link has gone too. TBF it appeared out of the blue a couple of years ago with no fanfare and I didn't complain then 😀.

I suspect another shake up? Anyone else found the link gone?

Ebay and communication; nothing ever changes...

[padanpcparts]

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. 

[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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Yes, that was it! I couldn't remember the exact wording but that is exactly what the previous poster I was referring to had received.

It doesn't look likely to me that anyone who has so far posted in this thread would be subscribing to an anchor store. My gut feeling is eBay have quietly rescinded concierge for non-anchor store subscribers. If you can find the email or eBay message where you were promised "concierge for life" I'd suggest bringing it to eBay's attention.

[dynamic_perversity]

Mine has gone- used it last week. Regular CS are frustratingly inept.

[cyclingjason090]

I got an invitation to join it ( and accepted it ) years ago when I was only buying stuff on ebay so I didn't have any form of shop subscription. I've never had a reason to use it and haven't heard anything from them since

[vintage-emporium-jedburgh]

Ours was removed sometime ago

Its no great loss we found it

only useful as a feedback removal tool

[classicspares499]

Just realised ours has gone and we DO have shop anchor. Very annoying

[classicspares499]

11 minutes on hold so far. Waste of time

[retrogam3s]

My link has also disappeared without warning. Maybe we are not meeting some kind of criteria for this anymore? If anything it would be good to know what is happening.

[classicspares499]

We wondered this also, but they should let us know. The customer services I spoke to were nice but clueless, They are supposed to be ringing me back but got a funny feeling this will not happen. She kept telling me I should definitely be able to join if I wanted to. I had to keep telling her we already were a member but it had vanished now.......sigh.

I didn't even discuss the actual reason I wanted to speak to someone as fear that will also be pointless.

[retrogam3s]

I was just 45 minutes on the phone to standard customer service for an issue that could usually be resolved in about 5 minutes by the Concierge team. This says it all about how drastically better the Concierge team are at handling things.

If for any reason we no longer qualify, or if Concierge has even been discontinued, it seems only right to be told what is going on and the reasons why we no longer have access. I would even highly consider upgrading my shop just to have continued access to this service if that is what it takes, it is invaluable.

[padanpcparts]

Easy there! My money is on it being offered back to us at a charge. 

[4_bathrooms]

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@retrogam3s wrote:

I would even highly consider upgrading my shop just to have continued access to this service if that is what it takes, it is invaluable.

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An anchor shop is £524.40 per month inc. VAT. Even if you currently have a featured shop you would still be paying £432 (inc. VAT) per month just for access to concierge. I'd expect to be on first name terms with a dedicated concierge agent and to have their direct dial/mobile number for that sort of money!

[4_bathrooms]

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@classicspares499 wrote:

Just realised ours has gone and we DO have shop anchor. Very annoying

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The odd thing is eBay's fees for business sellers page states anchor shop subscribers receive an "invitation" to concierge. Here's what it states in full:

I can see you're a top-rated seller who is registered in the UK so the first two conditions are met. I'm guessing they must be busy... 

[retrogam3s]

It's been many years since I looked at the shop subscription charges...yes I may have massively underestimated how much that would cost 😂

I'll stick with what I have haha, although very reluctantly - as concierge are brilliant at what they do and the standard customer service is worse than useless.

Still, an answer from eBay as to what is going on would be appreciated!

[kat@ebay]

Hi All,

The concierge service is periodically reviewed to ensure it continues to deliver real value and reflects the current performance landscape.

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.

If uninterrupted access to Seller Premium Service benefits is important to your business, an Anchor Store subscription may be a great option. Sellers with Anchor store status automatically receive premium-level services and support, regardless of GMV performance.

If you do have an anchor store and the premium service access removed please do reach out to customer support to have it reviewed.

Thank you,

Kat