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Some Sellers Gobsmacked by PayPal Site Redesign

After redesigning its logo and then its homepage earlier this year, PayPal has began rolling out a new “user experience,” which it announced last month in a post on the PayPal blog.

But some sellers expressed confusion over the new design and functionality as it began rolling out to users, as reported in this blog post yesterday. Those reporting problems to EcommerceBytes and on eBay’s boards said they could not find commonly used functions, or said it took extra clicks to get to reports they needed to access.

In response to our inquiry about the redesign, PayPal spokesperson Juliet Niczewicz explained the three new experiences on Tuesday and said providing consumers and merchants with the best payments experience possible was a top priority for the company.

“We’ve recently introduced our new online consumer account experience, where we’ve removed the clutter so users can see the things they really care about when they log in to PayPal.”

She said PayPal also has a Premier Account for consumers that do casual selling and transactions with PayPal – this gives them the same look and feel as the online consumer account experience, but also provides select selling tools such as reports, invoicing, and a running balance.

Sellers can still access key selling features through the newly designed Premiere Account, she said. “There is a “Selling Tools” section on the summary page that a seller can click on to access select seller tools.”

And, Niczewicz said, “For merchants doing business on a regular basis with PayPal, we recently announced our new online business account experience, which is a more robust account that helps them better manage their business through more detailed charts and graphs and high-level customer data.”

Asked how sellers could sign up for the latter, PayPal said users could sign-up for a business account here, and said more information on the benefits of the online business account was contained in last month’s blog post, referenced above and found on the PayPal blog.

In the post, PayPal said it had spent the past 18 months “reinventing our core products and making the PayPal experience more dynamic, seamless and consistent.” It describes new features, including a cleaner Summary Page, “where businesses can see money available to them, track all pending and completed transactions and a tools section that gives shortcuts to all of PayPal’s most used tools.”

One complaint heard from sellers experiencing the redesign was actually caused by a glitch. EcommerceBytes noted sellers having problems such as not being able to mark items as shipped. Niczewicz said PayPal was aware of a bug with its Shipping Feature in the Premiere Account, “which we are addressing and should have a fix for in the next few weeks. We apologize to our customers for the inconvenience.”

Like the new design? Have any challenges in using it?

Comment on the EcommerceBytes Blog.

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Ina Steiner
Ina Steiner
Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. She's a widely cited authority on marketplace selling and is author of "Turn eBay Data Into Dollars" (McGraw-Hill 2006). Her blog was featured in the book, "Blogging Heroes" (Wiley 2008). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com. See disclosure at EcommerceBytes.com/disclosure/.