Yahoo’s Weak Apology for Cyber Monday Outage
Yahoo Stores (now called Yahoo Merchants Solutions) was down on Cyber Monday one the biggest online shopping days of the year. The first reports of problems were at 8:31 a.m. Pacific time. From then on most retailers couldn’t process orders. It took 14.5 hours to get fixed. Yahoo’s blog said the problems lasted 12 hours. By either calculation it was down all day.
The reason for the outage is still unknown but customers couldn’t check out and pay for their orders. Merchants lost sales, including OnlineStores.com who said they project their losses at $35,000. Yahoo hosts around 45,000 online shops.
Yahoo followed up with a statement on their blog apologizing for the issue and said: “Yahoo’s relationship with our merchants is extremely important to us and we value their loyalty. We deeply regret any inconvenience this may have caused.” It didn’t really go far enough and has gotten them a lot of negative press and angry merchants.
Small business owners asked for a refund on fees and better communication. One retailer wrote: “What’s frustrating is when the average retailer gets more information about Yahoo! and what’s going on with platform-wide outages from the New York Times, CNBC, and other national media than from Yahoo itself.”
Despite that disaster, overall news about Cyber Monday is positive with comScore reporting that spending hit a record $733 million. Walmart.com faired especially well – by discounting. They tripled the number of discounted items from last year for the five days after Thanksgiving. As a result, sales rose more than 60 percent.