Statement by Ezbuy.sg on stoppage of service for Taobao purchases

On behalf of the entire team at ezbuy.sg, we would like to apologise to all our customers who are affected by the recent delays in receiving their orders, and to our merchants, partners, family and friends who were unintentionally involved in this issue for lending their support. We regret the problems that had transpired in the last few weeks, specifically in the multiple delays that many of our customers had faced. It has come to a point where it is necessary that we address several things that have happened.

We first faced an issue of not being able to place orders through many of our purchasing accounts on 4 November 2017, the launch date of our ’11.11’ campaign. Since then, we had recruited a few hundreds of purchasing agents including small companies and individuals to overcome the issue. Due to the overwhelming customer queries, we have also added 40 new Customer Service Officers (CSO) within 2 weeks. Below is a chronological timeline of the incident from 4 November to 4 December 2017.

4 November 2017: On 4 November 2017, 161 purchasing accounts on Taobao begun to have issues while checking out the items in the e-shopping cart, with the following error message: “As there are overwhelming customers checking out, kindly try again later”.

Our immediate resolution to this issue was to clarify directly with the Taobao CSOs, which was conducted through our purchasing agents. Multiple queries were subsequently directed to Taobao CSOs over the next few days, however, we observed that more purchasing accounts started to receive the same error message. Subsequent replies received from the Taobao CSOs had the following message: “Your account looks abnormal and cannot be used; however, we can’t disclose the reason behind it”.

These purchasing accounts have been actively operating for several years, without any issues before 4 November 2017.

8 November 2017: Our 4 days ’11.11’ event was scheduled to start on 8 November 2017. We had set up 210 new purchasing accounts to facilitate a smooth order process. However, all 210 accounts were unable to carry out the processing of orders and seemed to be facing technical restrictions. We were unable to assist customers in completing their order from Taobao and had to put up an announcement on our website to inform our customers that our purchasing agents are blocked by an e-commerce website, and have to stop taking orders through ‘Buy-For-Me’ service for China.

11 November 2017: Our 2 main warehouses in China, specifically in Jia Xing and Dong Guan were blocked on the Taobao system. Our purchasing agent and ‘Ship-For-Me’ customers who were using their own Taobao accounts who had indicated similar shipping addresses, were also unable to process the checkout.

Our purchasing agents and customers clarified this directly with the Taobao CSOs but did not receive any response. Subsequently, only a few customers received a reply with the following message: “This is a system bug, they need 5-7 days to resolve”. Since then, we have changed our warehouse addresses and recruited a new batch of purchasing agents.

13 November 2017: From 1pm to 10pm, another 200 purchasing accounts which directed all our customer’s orders to new warehouses were facing technical restrictions one by one.

At the same time, our purchasing agents received messages from sellers on Taobao asking if they were purchasing on behalf of ezbuy. Our purchasing agents were also notified that Taobao had informed them that our warehouse addresses in China was involved in “abnormal” activities, and the sellers’ shops have had their credit points deducted by Taobao.

14 November to 30 November 2017: We sourced for additional 4 new warehouse addresses. However, 180 purchasing accounts which were directed to ship to 2 of these new warehouses were facing technical restrictions as well.

1 December to 3 December 2017: Another round of purchasing accounts was blocked. More than 300 purchasing accounts were also facing technical restrictions, as long as these accounts had indicated our warehouse addresses.

Before this incident, we used to process orders, finish inspection and repacking within a few hours to a day. However, with the constraints raised during the past few weeks, it took us much longer to process our customers’ orders and we are very sorry about the inconvenience caused.

At ezbuy.sg, our intention is for customers to enjoy access to millions of products and make things easier and convenient for everyone. We started the “Buy-For-Me” service for China to help customers in Singapore to buy from Taobao and several other e-commerce platforms in early 2010. On a rough estimate, we have delivered hundreds of millions of orders to customers in Singapore for the past 7 years and have contributed a significant amount to Taobao’s business.

Our only wish is that after the Christmas winter season has passed, the ice would have melted off our “frozen” purchasing accounts so that we can resume the ‘Buy-For-Me’ service China to our customers. Not forgetting the personal accounts graciously provided by our colleagues, friends and families, which were inadvertently faced with technical restrictions as well, that their accounts may return to normal.

 

Ezbuy.sg

 

 

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12 Responses to “Statement by Ezbuy.sg on stoppage of service for Taobao purchases”

  • rukidding:

    Thought this is a Private C to C problem?

    Why is EZbuy using TRE , instead of the MSM ?

    Why is it even in this TRE ????

    Anyway,…this is EXACTLY what can happen when the “Beast 666″ finally comes “alive”.

    All your purchases, your location,,,your digital $$$$…could be “blocked and frozen”…..and then that would mean that you are pronounce “DEAD” or “controlled” by the beast.

    Its beginning to come true…just look at what is happening to Isreal & the Muslim Countries now when US “suddenly” goes “declaring” Jerusulam as the “recognised City” and where the US Embassy will move to ???

    Tribulations ? Revelations ? 3rd Temple ???

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  • You spend 7 years milking millions leveraging on someone’s work and they stop you, you go online to complain.

    PRC eats PRC, very typical what, dont cry foul!

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  • DOOM:

    GOOD, CHINA IS SHUTTING DOWN ALL TRADES WITH,

    YOU KNOW WHO….

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  • Our only wish is that after the Christmas winter season has passed, the ice would have melted off our “frozen” purchasing accounts so that we can resume the ‘Buy-For-Me’ service China to our customers. Not forgetting the personal accounts graciously provided by our colleagues, friends and families, which were inadvertently faced with technical restrictions as well, that their accounts may return to normal.

    Such “arrangements and special treatment” could have only come from the top management, screw the technical error BS.

    Ez can setup another 1000 agents and their accounts would still be frozen. Its so easy to write a script in the TaoBao’s system to track and alert mass purchases of the same item delivered to a single address (warehouse).

    There are ways around this legally, just need to use a bit of brain (Hongkee doing this for years). Also, AliPay (owned mostly by Jack Ma) has a limit of 200k spend/receive per account per year (gov regulations), afterwhich the account is banned for a year.

    Unless someone in ezbuy knows Jack Ma, Joseph Tsai or someone high in Temasek Holdings (has stake in Alibaba), ezbuy can forget about the ice ever melting.

    FYI, Alibaba has an international version of TaoBao and has its own “buy for me” services, why should they allow ezbuy to skim their profit? Chinese are very protective of their business interest (think how Google got kicked out of China).

    However, Ezbuy can consider working with Alibaba directly (not as consumer but as partner) or an agent of sort. They have such practice.

    My 2 cents.

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  • Serve All Right:

    Jack Ma must have been ‘alerted’ when the Singapore Govt. mulled to charge GST for online buying. This thing would not have happened if our Govt. is not so greedy. Ever wonder why Jack Ma prefer to be adviser for Malaysia? Why OBOR side-tracked Singapore? Those who had placed orders better start proceedings to claim their money back. EZbuy.com is as good as a dead duck even after the X’mas turkey is done. Serve all right.

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  • Bad Boy:

    Don,t worry about China.

    https://m.sohu.com/a/209551723_267106?_f=m-index_business_news_1&strategyid=00014

    13地区养老金支付能力不足1年 黑龙江赤字超200亿

    http://media.china.com.cn/cmyw/2017-12-09/1186575.html

    菲台签署投资协定 中方:坚决反对我建交国同台发生任何官方往来

    It juz a B 2 B issue. This show that PRC companies always will give you hiccups . commit first then delay later.

    Mr Jack Ma err…?

    http://www.ntdtv.com/xtr/gb/2017/12/06/a1353813.html

    乌镇饭局被孤立?马云:请我也没时间去

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  • A Mess Created By Clown:

    Jack Ma and Alibaba is controlled by China’s princelings. Any issues with SG China relationship will also impact businesses. There are two layers to this problem, one is the fight between China and external entities, the other is the fight between princelings and political power within China.

    Alibaba is partly owned by Jiang ZM’s son. XiJP is fighting the corruption and power of the Jiang’s family. Alibaba and Jack Ma is alleged to be under pressure from current government not to repatriate funds to overseas.

    The setting up of logistic centre in Malaysia away from SG is also a direct result of politicking, when relationship between China and SG was damaged by our dishonorable clown.

    Tech: The largest shareholder of Alibaba is Japan’s Softbank (abt 30%), US’s Yahoo (abt 16%) and Jack Ma (abt 7%). Even if Jiang’s son has a share, it would be negligible given the size and capitalization of Alibaba, currently at abt 480 billion.

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  • A Mess Created By Clown:

    A Mess Created By Clown:
    Jack Ma and Alibaba is controlled by China’s princelings. Any issues with SG China relationship will also impact businesses. There are two layers to this problem, one is the fight between China and external entities, the other is the fight between princelings and political power within China.

    Alibaba is partly owned by Jiang ZM’s son. XiJP is fighting the corruption and power of the Jiang’s family. Alibaba and Jack Ma is alleged to be under pressure from current government not to repatriate funds to overseas.

    The setting up of logistic centre in Malaysia away from SG is also a direct result of politicking, when relationship between China and SG was damaged by our dishonorable clown.

    Tech: The largest shareholder of Alibaba is Japan’s Softbank (abt 30%), US’s Yahoo (abt 16%) and Jack Ma (abt 7%). Even if Jiang’s son has a share, it would be negligible given the size and capitalization of Alibaba, currently at abt 480 billion.

    Unlike google, yahoo is still accessible in China. Softbank has substantial investment interests in China. Not unlike many other companies, these facts are not inconsequential to the leverage the Chinese government has on the company and on the decision it takes, in addition to the cosy relationships between Jack M and the princelings. Having an insight on such relationships, overcoming and managing such seeming unrelated and ‘soft’ influences is a key to business success in China. One cannot find such info easily in published reports. No wonder our relationship with China is in a big mess. The irony is that the PAP is themselves a master of cronyism, the Chinese could have even learnt a trick or two on cronyism and politicking from the NTU’s Chinese mayors classes.

    Tech: I agree with your analysis. Take the good example of self-exiled billionaire Chinese businessman Guo WenJun, who was a broke, but got to where he is today through dinning with the right persons.

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  • Loong:

    A Mess Created By Clown:
    Jack Ma and Alibaba is controlled by China’s princelings. Any issues with SG China relationship will also impact businesses. There are two layers to this problem, one is the fight between China and external entities, the other is the fight between princelings and political power within China.

    Alibaba is partly owned by Jiang ZM’s son. XiJP is fighting the corruption and power of the Jiang’s family. Alibaba and Jack Ma is alleged to be under pressure from current government not to repatriate funds to overseas.

    The setting up of logistic centre in Malaysia away from SG is also a direct result of politicking, when relationship between China and SG was damaged by our dishonorable clown.

    Tech: The largest shareholder of Alibaba is Japan’s Softbank (abt 30%), US’s Yahoo (abt 16%) and Jack Ma (abt 7%). Even if Jiang’s son has a share, it would be negligible given the size and capitalization of Alibaba, currently at abt 480 billion.

    Its not how much shares owned but that Authoritarianism Dictates how it operates . Power is Above Money.
    I ask you to sark, i dare you would have the ballz not to sark.

    Tech: OK, that I have no doubt. :)

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  • 手枪神射手:

    Recent Kawan with India lor.
    Still Trumpeting for USA lor.

    Boh Teo Gan ,Buay Toa Han.

    Looks like 2018 is the year of New Taxes never seen before by sinkoos and the year of CPI.

    Lets Celebrate the GST hike and Masturbate!

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  • Shit:

    Alibaba owns by princelings etc?

    You really think only China has this politics cum business empire bs?

    XJP his brother in law also sama sama, they also had offshore accounts in Virgin Island!

    Wenjiabao worst still, then you talk Li Peng and his $100M golf membership club.

    You mean Singakapore work differently?
    Thorny Tan?
    Familieeee

    Everyone has to declare assets except ministers and they only tell the dishourable son. But anyone knows what his empire would be? We believe it would be scary!!!

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  • Bobo:

    Bo bian and Bo chap. Cheaper, better and faster are good things on earth, but when things gone wrong, blamed only yourself. Our govt is not cheap, not better and not fast also blame yourself.

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