My listings appear and borderline "dominate" searches on desktop, but DO NOT EXIST on the app@

[shinymewxy]

Title covers most of the problem I'm having. My listings are digitally delivered (don't even start, look at the policies, 23k feedback, selling for 12 years etc)

Given they're digitally delivered, I give a massive chunk to a lot of my sales to promote my listings, it's all profit, even if in a lot of cases not worth the time unless buyers bulk buy.

A few days ago I did my monthly promoted listings check, adjusted them to be first (using desktop). Virtually everything in my store, appears first, second, sometimes the bulk listings cover 3rd and 4th, ON desktop.

Mobile app? It's like I don't exist. The literal exact same 4 word search term on desktop I go from being somewhere if not covering the top 3-4 results, to my listings basically not even existing on the app?

Searches definitely on "best match" on either platform. I got a friend to make the same searches on the app, same thing happens,

Contacted customer service and was told they will get back to me in 48-72 hours. Last time I had any issue like this was years ago and I just got abused for trying to exist selling digital items. Hoping to find answers here rather than relying on the 72 hour wait for CS to get back to me. Thanks

[fargvs]

Whilst waiting for a CS response, check the eBay current policy ---

https://www.ebay.co.uk/help/policies/prohibited-restricted-items/digitally-delivered-goods-policy?id...

[shinymewxy]

Thanks, this doesn't apply. In game items are and have been allowed for over a decade, especially eBay UK policies. US ones took longer to catch up but also around the decade mark eBay have been happy getting their fees. My US "rivals" will catch my feedback up one day as the market is bigger there. TL:DR,  not worth replying if it's related to policies I've followed for 12 years.

I looked in to all this a bit more and I noticed after enough searches, on desktop my biggest competitor's listings do the exact same thing as mine do on the app. They vanish from existence, it's like I don't have any competitors if searching on desktop.

Complete and total opposite searching in the app, my closest UK competitor with around 10k feedback basically owns most search variants for these listings while I cease to exist.

 There's a lot of other sellers with maybe 500 to 3k feedback that seem to vanish in both. It's ridiculous, a search is a search, if its the exact same 3-5 words in the exact same order why has it recently started to do this?