- This topic has 163 replies, 38 voices, and was last updated 6 years, 4 months ago by
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I just got off the phone with them. They are aware and they are allegedly working on it. They told me that the pictures are still in the system and should reappear on the listings once they resolve the issue.
I tell you what – something like this is the kind of issue that makes it hard to sleep at night. I think this summer will definitely be the time for me to switch to six bit so my stuff is stored locally. It seems we’re one glitch away from catastrophe.
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I called eBay and they’ve had other complaints. They say the listing is corrupted and will eventually disappear completely. The rep said she would send out an alert to the team. I made her aware of the huge trouble this will be for sellers with big stores.
I went ahead and ended all listing that were to renew automatically today and did a bulk relist, the phots were ok on those. -
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GTC all the way here. I ended all of my listings that were going to end in the next 24 hours and will relist htem shortly. Steve’s comments are concerning that the listings will disappear.
It also pisses me off that ebay knows this is going on and they aren’t alerting any sellers. I shouldn’t find out about this by chance on Scavengerlife.
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The rep I talked to is one of those who really didn’t know anything other than what’s on her script, she put me on hold for a few minutes to check with support and came back with the “corrupted” comment on freshly renewed GTC items.
Hopefully she misspoke and the photos will indeed reappear. Fingers crossed but I would end any GTC listing that is to be automatically renewed today, you can do them in bulk so it’s not too time consuming.
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Thanks for the heads up Steven. We found 34 that had relisted in the last 2 days with no pictures. Ugh!! We ended everything that was to relist in the next 48 hours and bulk relisted. Those look fine.
Not sure what to do with the ones with no pics. I guess we’ll wait and see if the pics reappear.
The strange thing about this is that they look fine in our store, but if I click on one there are no pictures. Also, if I click on newly listed, none of the items that have relisted in the last 2 days without pictures show up. They are scattered amongst the older listings. The only way I found them was to go to Selling Manager Pro and sort by newly listed.
Hope they get this fixed soon. This is going to be a big mess if it’s ongoing.
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We only had one. It relisted yesterday, no photos. The one that relisted on 6/19 was fine.
Our next one isn’t until 6/25. Will keep an eye out…
I sorted all listings in SixBit that are GTC by the Ending Date, looked at the listings and found just the one. I ended the listing, had SixBit submit the listing as new, and it is fine now with all the photos.
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Just got a note from Ebay in our selling reminders. “Meet photo recommendations for 1 listing.” Yep, they’re definitely on top of this….we have 34 listings with no pictures! 😉
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I signed up for sixbit just now. They say that the software will download my entire store to the database. That way I can at least salvage everything I have left. Looks like the $20 a month store will do everything I need.
The only question is do I need to do the $3 thing to remove tags from listings? I thought eBay was going to start removing listings with those? It is presented as an option on sixbit.
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I let a piece of ephemera go through and automatically relist this morning, same result, no photos. It’s an easy one to photograph but I’m ending all other listings set to auto relist today and relisting them myself, again.
eBay must have a panic situation on their hands, no one answers CS and I’ve seen the no photos listings while doing research.This may force me to do a 30 day listings experiment vs. GTC.
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To check if you are missing photos, go to your seller manager and sort by time left. The ones with the most time are the ones you need to check.
Then reverse the order to see the ones with the least time. These are going to renew next. You may want to manually end and relist these, before they are affected.
Good Luck.
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I noticed this a couple of days ago when I went into the bulk editing feature to start adding free returns to my listings. I noticed a couple of flags on items in my evening wear category, which said something like “add additional photos to this listing to increase sales”. I thought that was weird because I always have 8 or more photos on most listings. When I went to the listing that was flagged, only the gallery photo was showing and all others were gone. Going back to the bulk editing page, I found 8 others in the same category that were flagged for having only one photo. Now I was really starting to hyperventilate! I guess the “good” news is that I have pretty much all my photos saved in Iphoto library…..after the disaster a couple of years ago when they changed the photo size requirements. The bad news is, there are 30,000 photos, in chronological order, but honestly, I only have a vague idea when I took most of them, going back 3-4 years. I just revised a couple and reloaded the additional photos. All my listings are GTC.
I did a random check of other categories and so far, haven’t found any others with problems. I’m mostly trying to ignore it all and hope it fixes itself and goes away before I have to do anything else. I only call eBay when I have to solve a customer issue, because my experience has been that when it comes to technical issues, they are useless.-
To check if you are missing photos, go to your seller manager and sort by time left. The ones with the most time are the ones you need to check.
Then reverse the order to see the ones with the least time. These are going to renew next. You may want to manually end and relist these, before they are affected.
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Yes, I did sell similar as well after ending the few days worth of GTC. (Note: Just remember to delete them from your ended listings so you don’t have duplicates if you forget why they are there, which I am sure you understand already.)
I have been meaning to take off the GTC anyway because I think some of the folks here on the forum might be on to something with the relisting every so often. Might be as Jay says that it makes me feel better psychologically but that in and of itself is worth something anyway.
Praying I don’t have to reshoot the 40 listings with missing photos. I am sure some folks are super mad right about now.
I made a log of the listings with missing photos just in case they go missing or I need to reshoot.
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Someone on the ebay community message boards is saying their latest GTC listings that renewed were good
The thread where I read this
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Another response from a different Ebay user confirmed that the issue (with renewing listings) appears to have been fixed around 4pm EST Saturday: https://community.ebay.com/t5/Technical-Issues/Pictures-deleted-from-newly-re-listed-items-Whats-going-on/td-p/28640070/page/2
I really hope they fix the relisted listings from the previous 45 hours. It’s going to be miserable to have to re-shoot those items if they don’t.
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I wasn’t paying attention to this thread until this morning and what a mess! If I have to retake photos for dozens of listings I’m gonna lose it. I’m de
finitely maybe going to sign up for SixBit now; never really saw the point in spending the $ on it before. Lesson learned: always have a back up! -
just got off the phone with Anchor Support (they picked up!). the fix is to click Revise on those listings missing photos, make no changes, and just click Update Listing and the photos should come back. can someone try that and see if it works?
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Same problem here. I checked their system status board and it reports that “all services are in good health”. This has been going on for a couple of days now (that we have noticed), why in the world don’t they put out an announcement? How are we suppose to figure out which listings had pictures deleted (things that relisted in the last couple of days)? I can’t even do “sell similar” right now, I get a picture error.
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I sorted by time left. The GTC that just turned over within the last 12 hours or so, were fine. It was the ones that turned over 2 days ago until about 12 hours ago that were missing photos. Fortunately that ends up being “only” 37 listings out of 923. But if I have to retake those photos it comes out to 444 pictures. Have now set my phone to automatically back up all of my photos to Amazon Prime and to apple icloud so that I’ll never have to worry about retaking photos again. Of course, who knows what the next ebay glitch will end up deleting.
Worse than the deleted photos is that Ebay isn’t copping to it, which in my experience isn’t unusual for them when there have been issues of this magnitude. Radio silence from them. One seller on another forum said that after getting irate they were able to get the poor CS rep (would not want their job) to refund them their store fees for a month.
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If you have Amazon Prime you can save limitless photos to Amazon’s cloud. Videos however are limited to maybe 10. I downloaded the free “Prime Photos” app from the app store to my iphone. Its also available for android phones, that’s what my husband uses.
You can set it up to automatically upload photos from your phone to Amazon whenever you’re connected to wifi. The first time it took awhile for all of the photos to get uploaded as I had about 2,000 on my phone. -
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We are having the same issue. Wasn’t aware of this until this morning. We have over 2400 listings and just randomly checked some of the GTC listings and sure enough, they are missing pictures. It seems like the newly relisted ones on are okay now, however, what happens to the ones missing the pics? Are we safe to assume eBay is not able to get them back and we would have to retake the pictures as we don’t save our photos? Thanks
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To recover your pics do this:
The easiest way to recover them is to search google cache. To do this google your item number and you will hopefully see your listing come up. instead of clicking on the clickable google search result link itself….look immediately under it and there should also be a green link that shows the actual address. To the right where the green address ends there is a down arrow. Click in and view cached. Then click on your image to expand it and right click and save.
This was posted on the eBay community boards and worked for us, we are currently fixing the listings (as we assume eBay won’t do much). Just don’t wait too long as Google will update the cache files and the pics will be gone for sure.
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Joe, your comment saved my day! I didn’t want to wait and see if eBay will be able to repopulate the photos. I had 37 listings affected and was able to recover photos for all but 1 listing. It took me about an hour and a half to find and save the photos for those items. It would have taken me days if I would have had to go back and photograph everything.
While going through this exercise I came across a few interesting things.
1. Of those items that have the “This listing hasn’t had any sales in 16 months” eBay notice – those items did not appear on the US Ebay site when I did the Google search by item number but fortunately since I have global shipping, they did appear on some of the foreign ebay sites. Had I not had global shipping on I wonder if my google searches on those items would have resulted in zero hits? Time to finish updating those stale eBay listings!
2. There are some third party sites that pull in some of my listings, such as “Picclick” and 2 or 3 others. It doesn’t appear that those sites are drop shipping and they’re not increasing the price of my item. Perhaps eBay gives them a cut if they direct traffic to the item on ebay?
3. A few times the green arrow didn’t appear so I couldn’t click to view the cached photos. In those cases I was able to google the item’s title to find a link that did have a green arrow in all but 1 case. For that listing I’ll have to just retake that listing’s photos if eBay isn’t able repopulate it themselves.
4. I had 2 listings which had the exact same item number as another listing. I don’t know how that happens or what if any issue it could cause so I’m going to end those 2 items and sell similar.
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Joe – I got to the cached listing, but I can’t save the photos. When I save, I get an HTML file. I don’t see an option to “save image”. What am I doing wrong? I am using a Chromebook.
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Sharyn if your pointer is over the photo and you hit the control button and click the pad you should have a menu to save image. Hope that helps
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On the phone with anchor support right now. They are saying pretty much exactly what everyone is reporting. They are aware of the issue. They believe the pictures will repopulate. (why am I not holding my breath?)
When asked why there is no alert on the seller dashboard, she says they are not obligated to notify us of every glitch. She also said this isn’t even one of their bigger glitches. I said how can there be a bigger problem than an item not being able to be seen to facilitate a purchase? Good grief.
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Someone on another forum said eBay told her not to fix the listings as they are working on repopulating those missing pictures.
I’ll give them another day but this is a major screw up on their part, think of the time lost for someone with hundreds of listing missIng photos.
Big time corporate eBay sellers may have some something to say about this but I’ve not heard anything yet.
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I was able to reconstruct about 35 listings in about two hours with the fix mentioned above (the google search).
It sucks big time! But waiting for Ebay is not a great option in my opinion. Joe above said that google will clear their cashed so better recover as much as you can now, I think.
I have four listings that I was not able to recover and I will leave them as they are for now and see if they repopulate.
What I don’t understand is: if SixBit has the technology to prevent this kind of situation (as was suggested above) why doesn’t Ebay?
And I really think that this is an opening for someone to make huge money if they can either fix Ebay or start their own platform to compete with Ebay. Right about now, I would totally consider it.
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I think SixBit works because it is a true database in your own computer. I’m really glad we have it for things like this. Like listing insurance…
That said… I’m going to backup our hard drive tonight… 😁
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T-Satt, I have been considering SixBit with all that you have said here on the forum. Would you be willing to talk to me on the phone so I might ask you a little about it? Or is that asking too much. I am sure you are very busy with all your work and I don’t want to be a bother.
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Sigilini: no problem at all.
Email me directly at tsatterf@yahoo.com and I can give you my cell number.
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I have fixed a couple of hundred listings, still have quite a few to go though. Yeah, I would not wait on eBay for two reasons. Last time when we had a picture issue (where the pictures where scaled down) eBay never fixed them, we had to redo those listings. Second, the longer that eBay takes to fix (if they ever do) the more we are missing out on sales. Just a thought, thanks.
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I’m on vacation, so I don’t have the time to fix my listings right now.
However, I just sold a silver plate serving set. In my condition statement, I state “Serving pieces have some corrosion, each was polished, please see photos”. So, only one photo is showing, and the buyer can’t really see the details.
The corrosion isn’t major, and I priced the set for less money because of it, but I’m concerned that the buyer might be disappointed when they receive them. I’m wondering whether I should send them a message. Suggestions?
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I’d message them, ask if they saw all the photos and explain the problem eBay is having.
Might’ve been on their watch list and they did see them all. -
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Related, but not exactly on topic: Buy It Now Listing I created for a customer a few hours ago still is not visible to him. I can see it on my My Ebay page, but there is no other way to view it.
I guess these photo issues are slowing everything down…. -
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Just wondering what the concensus among Sellers is on the missing pictures…is everyone trying to restore their own pictures or are you still waiting to see if they show up? Really hard to believe that we still have no announcement and no guidance. Super frustrating.
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I just got off the phone with an Anchor Support rep. He basically said that they’re aware that it’s a major issue and that they’re actively working on it. Then he said “the honest answer is that we don’t know if the photos can be recovered or not” and to call back on Wednesday when they’ll hopefully have more answers.
I have over 600 listings with missing photos and about 200 listings with only 1 photo. I have a sixbit account and was successfully revising my affected listings to recover the photos. I recovered about 60 of my listings but then sixbit must have automatically synced itself with my ebay store and now all of the photos are missing in sixbit as well 🙁
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Ugh. 78 listings affected. All show the gallery photo, but nothing at all once you actually open the listing.
I didn’t even realize this was an issue until I listened to this week’s podcast. Thanks for the heads up!
Fingers crossed they’re able to recover the photos, because I don’t save mine anywhere.
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Oh my, until I heard the podcast today I didn’t know about this. I had noticed by chance that a couple of my listings were missing photos over the weekend, but didn’t realize the extent of the problem. I’m in the process of fixing about 20 affected listings. What a pain, but so thankful for the heads up.
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I’ve started doing that but it’s taking too long…I have a total of about 800 listings to go through. I recovered about 20 of my listings that way. I think that it took around an hour. Plus the caches had already updated in google for a few of the listings and the photos were gone
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That is so incredibly thoughtful and generous of you Sigilini! I’m going to wait it out for now and hope that Ebay is able to recover the photos. If not then I think that I’ll revise them so that I have one photo at least!
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had a fellow scavenger email me this tool
http://www.isdntek.com/ebaytools/BulkPhotoScanner.htm
as help for transferring photos from one store to anothercould this be useful for missing photos?
could this tool see the original photo url so people can replace them?
just curious if someone might want to try it. -
Hey Everybody!
I’ve been listening to the podcast for a while but this is my first time posting. The link that Ryanne just provided can show you all of your active listings as they currently are. However, you can use this to identify your listings that are affected and use those ids with the tip above #43337 to get the cached version of the page and download the images.
I took it a step further last night and built a Chrome extension to automatically download all of your images from that cached version in a single click. I was able to get 17 listings worth of images in about 20 minutes. I haven’t re-uploaded them to my store yet but they have all been downloaded to my computer.
I haven’t published the extension yet but I wanted to get some feedback first. Is it acceptable to offer this as a paid extension? If not, I apologize. If so, what would be a fair amount to change for this? If you would pay for it, are there any other features that you would like it to have? I don’t want to be the digital equivalent of an ambulance chaser but I’d like to get paid for my work.
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I’m a programmer so I know how these things happen. However, there’s no reason ebay should fail to fix this. There is a thing called DR (disaster recovery) and every company has DR policies and annual tests of DR procedures and backups of backups, some offsite and some onsite. Ebay can fix this if they want to!
A customer messaged me on Friday that she wanted pictures of an item. I told her to check back and that it was probably just a glitch. Next day, she messaged me again. I called ebay and, wonder of wonders, got an American rep. She said that she’d never heard of the problem, blah blah blah, but that ebay was hiring more Americans for CS since they’d had so many complaints of people not able to understand the Philipino accent.
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Because of this situation, I have had to end items and relist to make sure they are safe. This has created a situation where I have gone way over my 1000 listing limit (due to the relistings) and now I have to pay insertion fees.
I have been trying to call Ebay today but the wait time is endless. Having them call back is not always workable. I just wonder if it is worth the energy to even try and explain it to the rep that I really should not be charged…
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Sigilini, we had to call about a return issue this afternoon. The wait was about 2 minutes. After that issue was cleared up, we asked about the disappearing pics and were transferred to the “special department that is handling this issue” which also took only about 2 minutes. Seems like calling about another issue and then asking about the pics might be a work around worth trying.
Who knows if it’s true, but we were told that the pictures would repopulate, but only if our account number was added to the work ticket and that we should have them all back in 24-48 hours.
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Hi Joe, yes, that was my thought too. I might try when the wait time is shorter. I was on hold for 20 minutes and gave it up. A and C might have a point there and I will try again.
To hopefully answer your question: I ended more than several days worth because I was being extra careful. So I ended about 400 listings, I think and yes, about all at the same time or close to it. I guess when the clock starts again (on the 1st of the month is it?) It will just go back to normal. Oy! What a pain in the booty!!!!!
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I have been ending every 30 days for a while, which is why I wasn’t effected by the glitch. I try to end on the same day (many less than a hour away) from the listing recycling. this way my fees are not really impacted.
I still have GTC set up, that way if something comes up and I’m busy, I won’t have a bunch of unsolds sitting unlisted.
I have a call in to Ebay right now, waiting for call back on an unrelated issue.
A Rough week for all I think.
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eBay for Business gave me a $300 credit for my anchor store subscription due to the lost photos on my hundreds of listings. Hit them up if you haven’t.
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Hi, thanks for the info, what is the best way to reach them? Ebay for business is that the Facebook page? If it is, would there be another way to contact them besides calling? Unfortunately I don’t have a Facebook page. (Not looking forward to waiting 40 minutes to reach someone.) Thanks!
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In addition to the photo problem I also haven’t been getting SOLD emails for about a week. I do get the notification on my phone, just no email. Really annoying!
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same here, i have not gotten any ebay Sold emails. i also noticed when they were coming that the subject would be different every other time, and sometimes they sent me 2 of the same email. obviously something is going on behind the scenes.
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On the Sold emails and iPhone notifications, it has been intermittent lately. Sometimes we get them, sometimes we don’t. I have been getting the PayPal notification well before the sale, which bugs me because I don’t know if that is a Bonanza/TrueGether sale or not.
I’m wondering if they do updates behind the scenes during the summer, since that is the slow time all around and they get these things done before Q4…
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No matter what time of year programming changes are made they still should be properly tested before rolling out to production environment. Argh! I’ve never seen such a mess and I’ve been in IT for 25 years. Damn programmers, lol!
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Ebay for Business on fb also refunded me. Which I guess is the $60 monthly cost for the medium store. But we lost photos on 48 items and it will take probably two days with both of us working to get them redone. I’m still hoping that ebay will restore them from backup although the rep said not. She also told me to try revising, not not changing anything, but that didn’t help.
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Hey! I just got off the phone with Anchor Support. They said that you can add any random photo to an affected listing and when you revise it all of the missing photos should auto populate. I’m away from home right now so I can’t test this to see if it works. Also the rep did not even hesitate to waive my next month anchor store subscription fee ($299.95) when I asked. I hope that this helps!
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Okay, I am just off the phone with ebay customer service hell. Spent over an hour and they are going to do nothing. They seemed totally clueless about the issue. I only have a premium store so maybe that was a factor, maybe not. What a waste of time.
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Jimi – Go on facebook and search for Ebay for Business, and like/join the group. Then message them about the problem. When I did this they offered, right away, to refund me for the month.
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pythonesk, Sorry I am a little slow. Thanks for the tip, I did do what you said and 3 days later someone did reply but so far no offer of compensation.
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So this morning I finally finished downloading my missing pictures from Bonanza. I can confirm that some of my listings had the photos reappear – maybe 25% of them.
Oddly enough, 3 of my missing photos items were not on Bonanza. Boy I can’t wait till these issues are behind me and I can put my blinders back on and telling myself everthing is fine and I can trust eBay’s data…
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If anyone else still doesn’t have their photos back, here’s a video from Kathy Terrill that shows a technique I used to recover photos from most of my impacted listings. (I had 160 listings without photos):
This link will take you to the place in the video where she shows how to use the Google cache to find cached listings. Sometimes you’ll find the listing on one of ebay’s sites. Equally as often you’ll find your listing on a 3rd-party site.
Once you find a cached listing, click on one of the photos so that it opens in full size (rather than with the little magnifying glass feature) then right click and save the photo.
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As a thought around this topic, I would recommend keeping a copy of all items listed as your own backup.
Mike and I discussed that a 4TB external hard drive are are around $100 these days. Good insurance.
We might fix the barn door after the cows come home, but don’t let it get out twice!
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Does anyone know how to check this without opening all your listings manually. I brought 500 in the bulk editor and it said none had only 1 picture. Yet I had a buyer request more pictures on an item. It only had 1 and I know it had 12 in the past. So I have a problem here.
Who knows how many have an issue.
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I used the tool that Ryanne linked to above:
http://www.isdntek.com/ebaytools/BulkPhotoScanner.htmI selected a quick scan and then asked for a CSV. I copied and pasted that into an Excel sheet. Each row has the name and number of an item and the links to each photo. I copied the rows with only one photo to another sheet. I have a few listings where I only use the stock photo, so I had to remove them from the list.
I now have a list of all my affected listings, but I’m hoping that eBay comes up with a resolution. I do have a question in on the eBay for Business Facebook page, but haven’t heard anything yet.
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On a live broadcast today from ebay for business – facebook the host said that they are still working to retrieve missing photos and on the issue with views. She specifically used the words ASAP and urgently to describe their efforts…so photos may come back some day if you are still missing them.
https://www.facebook.com/eBayForBusiness/videos/1776241752453413/
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It’s interesting that the video on Wednesday said that they were still actively working on that missing photo issue because at 11:00am on Wednesday I got this direct message from an eBay employee on the the eBay for Business Facebook group:
We’ve restored everything that we were able, but it does mean that there’s going to be some leg work required on your end. I’ll do all that I can to help with that. The first thing that I’ve done is credit your last month’s store subscription as a courtesy. The next thing that I have done is credited your insertion fees for all of the affected items. The next thing is that I have a list of all possibly affected items that I’ll provide to you after this post so that you will have a starting point to double check the listings. I apologize for any inconvenience, but we will definitely be here for you if you need any additional help, Simon. ~Brady
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I called today about my 50 listings that this affected. They acted like they had never heard of such a thing! They were very rude. They told me there is no credit for customers for this problem. I told them several people I know have had their accounts credited and asked to talk to a manager (lol)…. Currently waiting on a call back.
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Update: A manager called me back. She stated that the example of the listing that I gave her never had anything but one photo… which is not the case since I always put at least 3 pics. Anyways, I told her how unprofessional this entire exchange was, that they knew there was a bug, that 50 of my listings were affected, and I wanted a credit. She told me the “work around” was to reupload the photos. Omg I can’t even… Lol… Well I don’t have them cuz I use the app so they aren’t saved. At the end of the day I got my credit but these people are incredibly rude!! Thanks for letting me vent. Now to retake pics! A chance to rearrange some stuff with the better knowledge I’ve learned from all of you guys (including saving all my pics) and trying to stay positive.
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It seems as though they’re saying “We’re eBay, whatta ya gonna do, sell on Bonanza? Good luck”.
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finally ran my store through this
http://www.isdntek.com/ebaytools/BulkPhotoScanner.htm
since i’ve noticed 2 sold items with 1 photo in the last couple weeks.
looks like i have 77 items with only 1 photo. fun!!
guess i’ll be calling for a discount on my fees this month. yikes ebay. -
Thanks for the link Ryanne. That looks very useful. I’m running a scan right now.
Btw, I’ve had reasonable success using direct messages through the eBay for Business facebook group. They agreed to give me a second month store credit so I should end up with about $150 in credits (2 x $59 store fees + about $30 in insertion fee credits). I’d rather have all my photos but this is better than nothing.
I definitely encourage you to try and grab your photos as soon as you can from whatever source you have available eg: Google cache. The longer you wait, the less-likely they are to exist.
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In case it’s helpful for anyone else, with that photoscanning site provided by Ryanne, do a Fast Scan. It will summarize how many listings have only one photo. Then scroll down to the report section and run a report using the “tab” and “csv photo count” as options. It will produce a report you can copy and paste into google sheets or Excel with links directly to your listings that need more photos. (I still have 89 with only 1 photo).
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Just got this message in my box… thought you would want to see it:
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I didn’t get it, but I did get a credit for last month’s monthly subscription. I wonder if they aren’t offering it if you already got the credit.
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Sharyn,
Thanks for the tip. I checked my account activity, and I do see there is a credit for $42, and I think they came up with that number by multiplying the number of listings in my store (I had around 420 over the past month) times 10 cents (I have a premium store, so 10 cents is the cost of extra listings). I guess that pays for the couple of hours I spent re-uploading photos, so in the end it worked out okay for me. -
I had over 300 listings missing photos. I sent a message to the eBay for Business Facebook group. They gave me my 10 cents for each listing and 4 month credit for my premium store. I have been using Kathy Terrill’s Google cache trick. I am about half way through. Unfortunately I will still need to take pictures for around 50.
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Are we supposed to contact eBay to get a credit or is it automatic? I received the email and was able to activate the 200 listings but I don’t see any credit in my account. Wondering if I need to actually call them to get it to happen (and that’s likely not worth it for me since I’m a basic store.) was
Thanks! -
If I hadn’t been a Scavenger Life listener, I’d have never known there was a problem. I was on vacation when this occurred and only became aware when I returned and was getting back up to speed on the site. I didn’t get the above email from eBay and still haven’t received any notification from eBay that the issue even occurred. Using the link provided by Ryanne I found 47 listings out of 614 with only one picture. I posted this on the week’s podcast thread but thought I’d repost here for those who might not see it there. I called eBay yesterday. The person I spoke with didn’t have any information and put my case in a queue for IT Support. No call back from support, but got this email:
Thank you for contacting eBay. We always love to hear from our customers! This email is in response to your inquiry regarding images that had been deleted from your listings. Unfortunately, due to a site issue, images have been deleted and are unable to be recovered. You must edit each listings in order to add the missing photos back onto the listings. We do apologize for any inconvenience. Have a great day!
What a completely inadequate response. I’ve followed up with and email and await further response to see if I can get any recompense.
Thanks to Ryanne and Jay for providing this forum, otherwise I’d unaware.
Mike
Luka’s Treasure Trove -
We have 94 listings missing photos, not funny. Really thinking about calling it quits.
This tech company wants to handle payments and all the financial records for millions of sellers, but they cant even handle the photo storage. -
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I ran the report that someone linked above and discovered 68 listings missing photos. These all had just one photo. I called ebay customer service and they were like, “sorry, we are working on it and will keep you posted!”
But then! I messaged ebay for business on Facebook. It took them about 3 days to respond.
Here’s what the representative I chatted with said:
Rep: “It’s a tough situation. For some background, some items that were relisted between June 20th-23rd came back without photos. We’ve already restored everything that we can, but there might be some leg work still required from your side. I know that this is tough and want to help any way that I can.”
Me:I have already started rephotographing items that have lost photos. Is ebay offering any sort of credit for items that were missing photos?
Rep: Not typically, but I want to everything I can for you. Digging into your account, it looks like you have 68 listings that may have been affected. I know that you’ve already done some work, but I want to make sure that you have all of them that you need. We’ve restored all that we could automatically, but it’s possible that some of them are still missing photos, which means that it may take some additional work on your end. I’ve gone ahead and credited your last month’s store subscription as a courtesy. I know that this means that you have to put in extra work, but want to do all that I can to help. In the meantime, I’ll go ahead and give you the item numbers that may be affected so that you can check them all out under this post. If you run into any other issues or have additional questions let me know!The morals of my story are: Keep backup files of photos. Ebay for Business on Facebook was way more helpful than phone support. Don’t be afraid to ask for credits/refund.
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