eBay UK's Social Media Support Shakeup
eBay UK is making significant changes to its customer service approach by discontinuing support on Facebook and X (formerly Twitter). Sellers are now being redirected to Instagram for support as the company scales back social media monitoring and shifts toward AI-powered self-service resources.
The Announcement and Confusion
Rumors about the support shutdown began circulating on the eBay US community forum and Reddit after a seller was informed by eBay support on Facebook that private messaging would be disabled on January 14, 2026. Subsequent posts revealed confusion, with clarification that only the eBay UK Facebook page is closing, while the main eBay page continues to offer support for US users.
A representative confirmed:
"So this page is going to continue offering support, but the UK eBay Facebook will no longer be monitored. The UK market is scaling back Social support to focus exclusively on Instagram Direct Messaging. This shift allows us to move resources to meet specific business and market needs based on market data and customer behavior."
While there's no public announcement on eBay.co.uk, their bio now directs users to follow on Twitter and Instagram instead.
Impact on Sellers and Support Channels
eBay press relations didn't respond before publishing, but a rep confirmed via the main eBay Facebook page that only the UK page will no longer be monitored—and the UK X/Twitter page is also closing. However, UK sellers can still message for support through the main eBay Facebook page.
Historical Context and Strategic Considerations
eBay has a sticky history with social media support. Their presence on Twitter/X at @askeBay offers easy customer service but exposes the company to public scrutiny and amplification of systemic issues.
Continuing to encourage sellers to use competitor platforms like Meta (which competes with eBay via Facebook Marketplace and Instagram) has been criticized as a strategic mis-step. This is especially relevant as eBay expands its livestream selling capabilities with eBay Live.
Seller Perspectives and Backlash
Many sellers report that support reps on social media are better trained and more helpful than overseas call center reps. eBay faced significant backlash when shutting down the dedicated eBay for Business Facebook page last year, and the decision to end Facebook support for the UK appears equally unpopular.
The Shift to AI and Self-Service
This move aligns with eBay's push to ramp up AI-powered self-service customer support to cut costs. It follows the sudden cutoff of Concierge support for sellers who failed to meet sales volume criteria, despite previous promises of lifetime access.
Future Implications
While the Facebook support shutdown currently affects only eBay UK, sellers worry it could signal similar changes in other markets soon.
Do you use eBay's social media support channels? How would it impact your business if those channels disappeared?
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