New eBay Partner Network customer support system loses customer questions – growing pains

Well, after many years of managing the various eBay affiliate programs through Commission Junction, I was one of the first to migrate campaigns over to their new in-house eBay Partner Network at the beginning of the month.

I’ll write an indepth analysis after a couple more weeks of usage, but thus far it’s been working relatively smoothly although eCPM and CTR numbers seem to be somewhat lower than back on the CJ eBay program (which is still running in parallel until the end of the month) … Mind you, the lower performance probably has nothing to do with tracking issues, and more with the cyclical nature of the sites on which some of these campaigns are running. Over at AuctionAds ShoppingAds, which provides the now famous user friendly widget creation system, April was the best month in terms of $ revenue in the last few months.

I just received this notice from the eBay Partner Network:

From: eBay Partner Network Customer Support [mailto:[email protected]]
Sent: April 25, 2008 5:10 PM
To: ***************
Subject: Customer Support messaging issues on 4/22 and 4/23

Our Customer Support system experienced issues on Tuesday, 4/22 and Wednesday, 4/23.
If you submitted a question on those days, our system might not have logged it. Please resubmit your inquiry to ensure a prompt follow up.

Our apologies for the inconvenience,

The eBay Partner Network team

OK, so their service desk software is having a few glitches… no worries guys. Migrating such a complex affiliate program over from a third-party provider to your in-house system is one major project!

Hopefully my eCPM numbers will go up soon on the new EPN :)