Yahoo ! better break out the hammers and nails. There's a lot of fence-mending the company needs to do.
The day after the so-called Cyber Monday where online merchants usher in their own holiday shopping seasons, thousands of them are trying to get answers from Yahoo! about a payment system outage that left their online cash registers closed.
Yahoo's shopping check-out service buckled under what the company called "heavy holiday traffic," preventing as many as half of Yahoo's 40,000 online merchant customers from processing any transactions--for more than 11 hours! Yahoo seems to have everything back on line this morning, but the damage may already be done as far as partner relationships are concerned. No explanations and no assurances that this won't happen again.
And as you might expect, I've gotten a lot emails from those of you watching customers pass by, shop, and want to buy, but couldn't because of the company's technical glitches.
John DiFrenna of www.sandboxcouture.com, who originally tipped me to this (thanks John!) writes: "It’s unreal that there was not appropriate preparation done to head off this type of major issue. A logical person could assume a temporary glitch or two based on traffic and transactions, and that is fine, but now we are talking about 8+ hours of prime down time."
Howard Faber owns www.sportsk.com, sporting excellent customer ratings and has been a 5-star Yahoo store since day one ten years ago. He tells me, "In 10 years every holiday season Yahoo has an issue keeping up." He says Yahoo's claims of a "traffic issue" are probably not true. Since his site, and other legacy stores switched back to the "old" Checkout" shopping cart algorithm, he had 100% uptime and good order flow. If true, that could mean we haven't seen the last of this problem.