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Thu Oct 31 2013 16:14:53

eBay Holiday Selling Workshop Highlights

By: Julia Wilkinson

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Three execs from eBay recently put on a Holiday Selling Workshop, and I wanted to pass on some of the salient nuggets to you in case you didn't have time to see it. The online presentation was mainly led by Rich Matsuura, Director of eBay seller protection. I must say I was impressed with the fact that he actually sells on eBay. In fact, he said, he was about to file a UPI (Unpaid Item) report for a Nike product he recently sold.

Matsuura first ran down some eBay history, where he said about five years ago eBay was losing buyers  "due to bad buyer experiences." I think most of us remember this as the time eBay took away sellers' ability to leave feedback for buyers.

Some of the main problems buyers reported, he said, were: buyers getting  "not as described" items; buyers getting negative feedback from sellers; it was taking too long to receive items; and finally a "high shipping cost" as in the "seller would create any shipping they wanted."

This brought him to a rundown of both seller and buyer trust, and that both sellers and buyers need to trust eBay and each other.

Factoid: buyers "who know about the eBay buyer protection program spend up to 270% more on eBay than buyers who don't."

He also mentioned that new seller protection features had been added as well in recent years, such as expanded feedback removal and the "Report a buyer" feature.

Matsuura urged sellers to check out eBay's annual Holiday Hot Product List, at ebay.com/bestholiday, and to "create great listings that build trust with buyers."  And, try to at least check your  listings on a mobile device, as 40 % of all listings are viewed by one.

How to Get the Fast 'n' Free Shipping Logo

Have you noticed the little "Fast 'n' Free" shipping truck logo on some eBay lisitngs? EBay's Product Manager of Shipping Jessica Sidhu was on hand to explain how to get it.

The logo will only show up for listings where the seller offers free shipping, and eBay believes the buyer will receive item within four days or less, for that buyer at that location and ZIP Code.

She added that if you offer expedited shipping as your "first option" on shipping and free shipping, you can automatically get the "fast and free" shipping logo on your listing. Of course this makes more sense for higher-priced items, as  expedited shipping can get expensive

She also said sellers should "be very specific with the shipping method that you specify." Don't just say "standard shipping" or "economy shipping," for example, say "USPS priority mail shipping." (Or, I might add, USPS First Class Mail shipping if the item is light enough, though that won't qualify you for the Fast 'n' Free shipping logo).

eBay Labels: Save up to 37%

Next, Blake Young, Manager, strategic shipping parterships (meaning UPS and FedEx), took the floor to talk about the eBay Labels program.

"EBay labels is a way to save by printing your shipping directly from the eBay platform," she said, and that sellers could save up to 37% with eBay label.

One new feature is called "FedEx smart post," which she said was a "workshare program" whereby Fedex  ships the first leg of the journey and then USPS steps ships "what we call the last mile."

What I found especially interesting was that she said the most expensive part of the shipping is not the long part of the shipping but it's that last mile. FedeEx smart post "brings the security of FedEx to more or less the pricing of what you see with USPS." I haven't tried that but I sure plan to

What else? A surprise is coming as of Nov. 1: there will be special holiday pricing for USPS from Nov. 1 – Dec. 31.

All in all, I'm glad I took the time to view the presentation; it was not what I was expecting.

What do you think of the programs, eBay Labels and Fast and Free? Do you plan to try to use Fast and Free or FedeEx smart post, and why or why not? Post a comment here.




Comments (16) | Permalink

Readers Comments

Perminate Link for eBay Holiday Selling Workshop Highlights   eBay Holiday Selling Workshop Highlights

by: Bloggo This user has validated their user name.

Fri Nov 1 00:07:46 2013

eBay Holiday Selling Workshop.

oxymoron: a figure of speech by which a locution produces an incongruous, seemingly self-contradictory effect, as in “cruel kindness” or “to make haste slowly.”  

Perminate Link for eBay Holiday Selling Workshop Highlights   eBay Holiday Selling Workshop Highlights

by: LAbay This user has validated their user name.

Fri Nov 1 00:29:35 2013

''(Or, I might add, USPS First Class Mail shipping if the item is light enough, though that won't qualify you for the Fast 'n' Free shipping logo)''.

I only ship USPS First Class and the Fast & Free logo shows up on all my listings.

Perminate Link for eBay Holiday Selling Workshop Highlights   eBay Holiday Selling Workshop Highlights

This user has validated their user name. by: bitbybit

Fri Nov 1 03:47:12 2013

Factoid: buyers "who know about the eBay buyer protection program spend up to 270% more on eBay than buyers who don't."

Where did they get this percentage?

Want to see a rabbit pulled out of my hat?

Perminate Link for eBay Holiday Selling Workshop Highlights   eBay Holiday Selling Workshop Highlights

This user has validated their user name. by: Rexford

Fri Nov 1 07:19:04 2013

"Matsuura first ran down some eBay history, where he said about five years ago eBay was losing buyers  "due to bad buyer experiences."

Now they are losing sellers---tons of them due to "bad seller experiences".  They don't seem to care about that, particularly if it is a smaller seller.

Perminate Link for eBay Holiday Selling Workshop Highlights   eBay Holiday Selling Workshop Highlights

This user has validated their user name. by: iheartjacksparrow

Fri Nov 1 12:36:52 2013

Agree with Rexford about bad seller experiences. Instead of "buyers getting 'not as described' items; buyers getting negative feedback from sellers; it was taking too long to receive items; and finally a 'high shipping cost,'" now we have sellers getting extorted, buyers leaving negative feedback because sellers are unable leave anything but absolutely glowing feedback for buyers, buyers returning items which are used and abused or items which are not what they bought, and buyers demanding all money back, even return shipping costs. When is Rich going to do his job and protect the sellers?

An observation about fast and free shipping: I've noticed on the items I've recently purchased on eBay, the items that have free shipping are mailed immediately, but when I pay a separate amount for shipping the sellers take up to a week to mail the item.  

Perminate Link for eBay Holiday Selling Workshop Highlights   eBay Holiday Selling Workshop Highlights

by: lemonsandlemonade This user has validated their user name.

Fri Nov 1 14:12:29 2013

@ iheartjack sparrow

What is the shipping time on those items that the seller has specified?  Do they say same day or 1 day? Or longer?

I only use 'free ship' on light items, but ALL items have 1 day shipping.  I ALWAYS have them out the door in 1 day, and alot are same day.

Perminate Link for eBay Holiday Selling Workshop Highlights   eBay Holiday Selling Workshop Highlights

by: RCL This user has validated their user name.

Fri Nov 1 14:34:08 2013

None of this crap matters anymore. Whatever chaged in May, many many long-time successful sellers have endured slow or no business. Why should the holidays or how we pretty our listings matter?

Perminate Link for eBay Holiday Selling Workshop Highlights   eBay Holiday Selling Workshop Highlights

This user has validated their user name. by: Ric

Fri Nov 1 16:52:59 2013

"Matsuura first ran down some eBay history, where he said about five years ago eBay was losing buyers  "due to bad buyer experiences."

eBay buyers are having bad experiences by the thousands from sellers like Toys R Us. Neither eBay nor Mr Matsuura have addressed that issue, but instead prefer to blame individual small sellers for all the problems.

Management can't seem to get it through their heads that when a seller that is highlighted and promoted by eBay is allowed to disappoint thousands of buyers, those buyers walk away feeling that they were duped not just by Toys R Us and their horrendous practices, but by eBay itself due to the fact that eBay clearly favors, highlights, endorses and promotes that brand!!

Perminate Link for eBay Holiday Selling Workshop Highlights   eBay Holiday Selling Workshop Highlights

by: Grandma_Fish This user has validated their user name.

Sat Nov 2 00:20:28 2013

I was glad I watched it too. I got a few things out of it I didn't know. Every little bit helps.  

Perminate Link for eBay Holiday Selling Workshop Highlights   eBay Holiday Selling Workshop Highlights

by: COH This user has validated their user name.

Sat Nov 2 19:02:27 2013

"He actually sells on Ebay and is about to file a UPI on a Nike product he sold...?"  WHAT is his User ID?

AYKM??  Have you NEVER called CS?  They ALL 'sell on ebay' and can feel our pain...

I hope you didn't pay too much for that load of bull you bought from ol' Ricky.

Perminate Link for eBay Holiday Selling Workshop Highlights   eBay Holiday Selling Workshop Highlights

by: COH This user has validated their user name.

Sat Nov 2 19:04:49 2013

''Factoid: buyers ''who know about the eBay buyer protection program spend up to 270% more on eBay than buyers who don't.''

I thought there couldn't be more than 100%?

Perminate Link for eBay Holiday Selling Workshop Highlights   eBay Holiday Selling Workshop Highlights

by: Massachusets Howler This user has validated their user name.

Sat Nov 2 21:25:56 2013

ALL BS from Matsura- he has a REAL LIVING, insurance, STOCK OPTIONS and a PAYCHECK.
All lies- at least they found a good new lying mouthpiece so jd can stay hidden.

Their ''csr's'' are EVEN WORSE since Matsuraliar ''took over''.

WORSE than ever.

he must be too busy erasing trs complaints cuae we haven't heard as much as  CHIRP from him- except a PHOTO on a coffee cup.
NICE CHANGES leading up to the HOLIDAYS- THANKS for giving sellers ''plenty of advance notice'' ''as is your CUSTOM''- LOL!
Whatajoke!
Mass Howler

Perminate Link for eBay Holiday Selling Workshop Highlights   eBay Holiday Selling Workshop Highlights

by: Massachusets Howler This user has validated their user name.

Sat Nov 2 21:28:03 2013

(I think you were the ONLY ONE who BOTHERED to attend Julie).
MH

Perminate Link for eBay Holiday Selling Workshop Highlights   eBay Holiday Selling Workshop Highlights

by: Massachusets Howler This user has validated their user name.

Sat Nov 2 21:31:08 2013

They ALL SAY they sell on ebay Julie- it is IN THE SCRIPT.
MH

Perminate Link for eBay Holiday Selling Workshop Highlights   eBay Holiday Selling Workshop Highlights

by: pace306 This user has validated their user name.

Sun Nov 3 09:24:49 2013

Personally, Im not impresses that Matsura sells on eBay ... I doubt its real.

Why? Hes gonna file an unpaid item complaint? PLEASE, he can easily direct Paypal to debit anyone anytime. Its like telling me that Bill Gates has to pay for his Windows upgrade - but cant since his MS issued Visa card is over its limit.

eBay wasnt loosing buyers to bad experiences, eBay just realized that to become more then a flea market (in those days c2c was a bad word) and to insure a steady stream of FVFs, they would have to resort to sneaky methods. Before that, those methods would NEVER have worked.

Taking a percentage from shipping? What does eBay hav to do with shipping costs?

Not being able to leave feedback on buyers? It only helped in hidding the crooks they support. Call any of the non english speaking CSRs, they will tell you as plain as day "sellers taking losses is part of the game". Ive heard it from eBay AND Paypal.

As RIC said so perfectly above - instead of worrying about the few bad apples in the bunch, eBay chose to pick the winners and loosers in the game by beating up anyone who wasnt a Platinum, or a manufactorer, and giveing those guys carte blanch to do as they please.

I again (though RIC likes to use TRU as an example I prefer my own :) ) mention Datavis. 1100 negatives in 1 month.

Im horrified if I get 5 a YEAR.

Since theres no level playing field on eBay, the workshops are useless.

Theres nothing you as a seller to do when the cards are stacked against you.

Whats the difference how fast you ship or how great your pics are - if you dont get seen?

More BS is he amount you save on labels. Since eBay has been "so kind" to tell you when you print a label how much you will save - I looked at it and kept notes.

"EBay labels is a way to save by printing your shipping directly from the eBay platform," she said, and that sellers could save up to 37% with eBay label"

37% ???? I cant get more then %15-19 NO MATTER HOW I SHIP (and I use usps through them.)

Its the "old Macys trick" .... %75 off all merchandise TONITE only ... except that they just raised the priced %300 before the sale so ... its all a lie.

Im waiting to see the shtick they pull at this yrs CES, as the last 2 yrs have been a doozy.

Julia - I cant personally beleive you fell for Rich's malarky ... you should by now be able to see right through the eBay spin :)

Perminate Link for eBay Holiday Selling Workshop Highlights   eBay Holiday Selling Workshop Highlights

by: DD@Phila This user has validated their user name.

Mon Nov 4 10:41:41 2013

Recently, I made time to view the eBay Holiday Selling Workshop. On the positive side, it contained a couple of suggestions that I have since made good use.
However, I would suggest that the presenters - if they plan to continue creating such workshops - hone their presentation skills. In particular, one of the participants said ''um'' so many times, I found my attention wandering away from her segment. Two of the participants began so many sentences with, ''so...'' that it became annoying and distracting. The male participant had uneven speech patterns - sometimes too fast and too often words ran together and sounded garbled. The person who fielded the questions at the final portion of the workshop, however, sounded practiced and professional - she had my full attention and I appreciated her facilitation skill.
Overall, I liked the workshop content and have been enjoying my selling activities on eBay - despite the constant negative comments found here (eCommerce Bytes). I would, though, strongly suggest that eBay workshop participants consider the benefit of Toastmasters speakers' training - and far less use of jargon.



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