eBay App Background Remover Error Turns Item White With Black Background

Liz Morton
Liz Morton


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UPDATE 4-5-2024

eBay is currently working on resolving the issue with the background removal tool and has removed the option temporarily from the app. The feature is still available in the desktop listing tool as a workaround.


eBay sellers report a problem with the image background remover in the app that turns the shape of the main item in the image white and makes the background completely black.

I've tested using the Android app version 6.153.12 and have been able to replicate the issue - for example, here's what the background removal tool currently does with an image of a mousepad (note the ironic message about the "new and improved" tool).

The desktop tool is still functional, but as we can see....still an excellent case for why eBay should have kept the previously ability for users to fine tune the results when the AI doesn't get it quite right.

eBay's image recognition technology has been the focus of much of the company's AI-hype, but from search results to listings tools many sellers find this part of the "tech-led reimagination of the platform" decidedly not magical.

Picture Imperfect: eBay Image Search Struggles With Relevance
eBay app users report search by image increasingly returns irrelevant results, despite “magical” AI image recognition tech.

However, despite the clearly tenuous reliability of the existing technology, eBay plans to continue to push even more AI into the experience, whether the app can handle it or not.

At last month's Spring Seller Check In, Senior Product Manager, Seller Experience, Morgan Chen shared information about a new enhancement to the background editing tool that will be rolling out in the "coming months" and will allow sellers not just to remove the background on images they take, but to replace it with an AI-generated background instead.

...powered by generative AI you now can add some colored backdrop or...you can also put your items in a scene, like here we put that pair of shoes on the road or on the hiking trail to demonstrate how or where your items can be used, all with a few clicks in app, no expensive equipments or setup needed.

Let's take a look at a real example of a listing photo. After removing the background, now you'll choose where you want to put your item. It can be in the studio, on the countertop, or some creative locations. AI gives you a few generated photos to choose from...if you don't find anything that you like, you can continue tweaking the prompt and generate more.

This experience is set to be released to the mobile app first and while I have not yet seen it in the wild, I would not be surprised if the problem we are currently seeing the background removal tool is possibly related to testing and/or a phased rollout of the AI enhancement feature having "unintended consequences".

Are you experiencing problems with eBay's background removal tool in the mobile app? Let us know in the comments below!

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Liz Morton is a 17 year ecommerce pro turned indie investigative journalist providing ad-free deep dives on eBay, Amazon, Etsy & more, championing sellers & advocating for corporate accountability.


Recent Comments
Avatar Placeholderterry55Yesterday
Sales down 40% from last year, this is gonna be a small business killer
Avatar PlaceholderJaeLynn2 days ago
I've had this happen a few times, and it confused me. One seller alleged that they had to use Amazon's services to make sure I got my item in time. I recently bought something simple, and the seller made a mistake. They'd sent me 3 different messages, one of them too early, telling me they hoped my item arrived in perfect condition. The next day, the item was marked as shipped, and I got an official Ebay shipping email. The seller was using direct messages to give me item updates. If I wanted Amazon, I'd have used them myself! lol
Avatar Placeholderlessthanthreerecords3 days ago
Happening to me too. On my active listings page (with the full list) it looks fine, but when I click on them, many have the random characters. I reported it, and that's when one glitch led to another! As I was typing the message after clicking the "?", letters were repeatedly not coming up (usually one or two at the end of a word). I was finally able to get the message entered, but how tedious!