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eBay to Change the Way Sellers Earn Shipping Defects

Laura Chambers, Vice President of eBay’s Global Customer Trust, said she’s heard from sellers that there are several elements of its seller performance standards program that aren’t working, and eBay will be making changes to fix those areas as part of the Fall Seller Update.

One area of complaints she heard loud and clear was around how eBay punishes sellers for shipping performance. “We know some of you feel like your hard work – such as delivering a great returns or shipping experience – isn’t always recognized,” she said. “For example, you might be really efficient and consistent at getting your packages into the mail within your handling time, but you sometimes still receive a “defect” when there’s a postal delay beyond your control.”

So, Chambes explained, eBay has developed a new way to measure sellers’ on-time shipping performance.

“This new approach will be used to measure whether you shipped your item on time and is intended to protect you from defects for things outside of your control. When you upload tracking, we’ll check the tracking information. When you ship within your stated handling time, or when the item is delivered within the estimated delivery date, we will recognize you for on-time shipping. When there’s no tracking available, we’ll check with your buyer. You may have seen a question already, asking buyers if the item arrived by the estimated delivery date, in buyer feedback flows.”

Chambers provided the preview into eBay’s Fall Seller Release – you can look for more information in today’s issue.

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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.