eBay Post-Purchase "You Might Also Like" Pop Up Ads Increase Cancellations & Chargebacks
UPDATE 8-24-24
eBay's post-purchase "You Might Also Like" pop up is back, but it appears they've at least taken dark pattern design concerns to heart by changing the text to make it more clear you are purchasing an additional item (not paying for the item you originally intended to buy) and making the app version a slider rather than a button to help avoid accidental tapping.
However, users who have encountered the new version still expressed concerns the slide couldn't be activated inadvertently and that may lead to increased cancellations or returns.
I just bought some bubble mailers and was surprised to see this pop up right after to buy something else. I could see people not paying attention and just sliding this over easily and that causing problems (and returns).
Buyers are confused and concerned by a new eBay advertising ploy suggesting items "you might also like" in a post-purchase pop up, leading to increased cancellations and chargebacks.
According to reports in the eBay community, the pop up occurs after completing checkout, suggesting another item eBay thinks the buyer might like with the immediate option to pay and complete an order for that item using the shipping and payment information that was just used for the previous purchase.
Because this pop up uses a 1 click check out, sellers suspect it may be driving an increase in cancellations, return requests saying they did not order the additional item, and/or chargebacks claiming unauthorized use of funds.
This is the 3rd time I make a post about this issue.
After buyers checkout and pay for an item there is an insidious pop-up which eBay has implemented (see photo attachment).
We have had atleast 3 instance of buyers thinking their credit card was compromised and cancelling their credit card because they clicked on this pop-up accidentally and didn't realize they purchased these "recommended" items.
We've had also had a 5x increase in returns due to "ordered by mistake". Additionally we are getting anywhere in the range of 3-5 people per day realizing the mistake and sending us cancellation requests before we ship (thankfully).
I'm not sure at this point if getting buyers to accidentally buy items they don't want is a bug or a feature. eBay has been mute on this issue the other 2 times I've posted about it. I'm asking again for eBay to acknowledge this problem on this forum and stop this 1 click purchase pop-up.
Well, I am not eBay but itis sure a problem to me. My elderly mother would without a doubt click on it, then it would go to auto pay.
then when family or helper audits her finances we’d find it. Do credit card reversal and tell every person we knew about this classless tactic to make a sale.
This pop-up comes up on the "order confirmation" page after you pay for an item.
eBay is taking the same address / method of payment you selected for that order. So on the screenshot if I were to click the "confirm and pay" button it would use the same payment and same address as the item I just paid for.
Please note the "recommended" item in the screenshot is literally something I've never looked at or would even consider buying. We don't buy a whole lot on eBay (mostly sell) but I'm glad I caught this pop-up in action.
It's literally causing huge havoc with our business, we've lost hundreds of dollars at this point paying return shipping charges. And for customers who are thinking their credit card was stolen I'm sure it's even worse.
There have been reports of this issue cropping up in the community for a few weeks now, but none had previously provided a screenshot.
Has anyone else had this pad pop up when you purchase an item?
I purchased an item and realized afterward that I had automatically purchased the item I had been told I may be interested in. I immediately cancelled the second item but the seller denied the cancellation.
I was in the process of making a payment for a purchase. while I was checking out this pop up for a pair of Goff gloves came up instead of paying for shoes that I was buying I had payed for gloves instead..I never even looked for gloves this came out from nowhere..now I am out $30 for Goff gloves that I will never use
How do I stop the the pop up ads prompting me to buy another item after I have paid for something?
The mentor suggestion in another post was worthless, maybe since this eBay behavior is brand new they did not understand what was happening.
This behavior is worse than annoying, I would compare it to amazons attempts to force you to by prime. I have all my setting set to stop recommendations on eBay and amazon as they do not have a clue as to what I want. These pop-ups (or forced views) are strictly to generate revenue for eBay why am I subjected to them.
Now that we've actually seen the pop up in action, it's easy to see how this could be confusing for buyers and create problems for sellers.
eBay has been adding "Quick View" options since last year, first in Stores and then also in search, allowing buyers to bypass the description and head straight to checkout.
Liz Morton
These Quick View options also raised concerns about possibly increasing returns since buyers may not see the full description. However, this Quick View feature at least takes the buyer to an intermediate checkout screen where they can review the purchase, shipping address, and payment details before finalizing the order.
The 1 click checkout process makes this post-purchase "you might also like" pop up exponentially worse and adds additional risk for "accidental" purchases since it uses the stored shipping and payment information and does not require an additional step to complete the order.
What do you think of eBay's post-purchase pop up advertising - smart marketing or dark pattern design? Let us know in the comments below!
Concerned
