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Mon Apr 13 2009 21:38:33

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

By: Ina Steiner

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eBay confirmed it would announce a new dispute process tomorrow and said there would be no changes to fees. Spokesperson Usher Lieberman said eBay would take a more active role in resolutions that would make it simpler for buyers and remove friction between buyers and sellers.

"Our goal is to stand behind the transactions on eBay no matter the payment method and make a long term investment in the customer experience and the eBay brand."

AuctionBytes has learned that, in disputes found in favor of the buyer, eBay itself may actually issue refunds without waiting for the seller to do so. This would be a radical change for the company, and something to which many sellers may strenuously object. It's not clear whether eBay will give sellers less time to respond to claims or how it will collect from the seller.

Lieberman said the company is not releasing specifics and is taking a deliberate approach to testing the new process. eBay would roll out the new dispute process in a way that makes sense for buyers and sellers, he said.

Sources say that many of the specifics to be announced tomorrow would not come as a surprise to those who follow eBay and listened to its recent presentation to analysts. There are some new features designed to make it easier for sellers, such as a new feature similar to Hosted Support's FAQs feature to help reduce buyer inquiries. (Sellers currently report far fewer customers inquiries on sites such as Amazon.com than on eBay.)

Longer-term changes appear to revolve around an easier returns process for buyers, a more robust checkout system and an expansion of its structured catalog pages where shoppers see a more Amazon-style page when shopping for items. A more consistent and detailed catalog would be especially well received by large Diamond-level merchants who list their inventory on multiple channels.

eBay is revealing its spring product release cycle tomorrow scheduled to roll out live to the site in June. Expect an Announcement Board post tomorrow morning. A Town Hall meeting is scheduled for Wednesday afternoon, and the changes will be discussed on Griff's radio show tomorrow and on the eBay Ink corporate blog.

Update: Here is the announcement.



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Readers Comments

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process   Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

This user has validated their user name. by: Ming the Merciless

Tue Apr 14 15:36:35 2009

A quick and casual reading of these 'changes' produces a couple of thoughts.

First, as On Lies and Secrets so beautifully points out, ebay has again failed to address what the analysts call "structural problems" in the core marketplace.

What ebay is attempting to do is to yet again deceive observers by promising "structural" improvements at some mostly unspecified point in the future.

By failing to specify the exact nature of many of these changes, ebay leaves itself a great deal of latitude or wiggle room and, if past experience is any indication, few of them will benefit the majority of sellers.

Second, the promise of hazy structural changes isn't change. As many of the analysts have pointed out after ebay Analyst Day, there is little or no confidence ebay will do what's necessary to turn things around.

So, IMO, today's 'announcements' are largely empty, cosmetic spin designed to deceive observers into thinking ebay actually has made the "structural" changes vaguely alluded to today.

Further, I fail to see how any thing ebay announced today will likely address "structural" issues such as rampant fraud, the worst search engine on the internet, virtually non existent customer service, arrogant management (both past and present) with a history of extremely bad business decisions, and perhaps most important for the core marketplace, the continuing and escalating alienation between ebay members and ebay and between buyers and sellers.

I believe the truth is that ebay doesn't know specifically what to do, is presently unprepared to do much at all, will blow with the prevailing Wall Street wind when circumstances force them to make concrete announcements, and felt it had to say something now in light of the negative reviews post Analyst Day has produced.

Sounds like management is waiting to see if today's 'announcements' fooled any of the analysts and will continue to tread water until after the stockholders meeting.

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process   Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

by: Dave

Tue Apr 14 15:40:28 2009

So glad I have closed my ebay store and moved to Bonanzle. I have less stress and I am having fun again.

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process   Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

by: and*the*horses*you*rode*in*on

Tue Apr 14 17:01:30 2009

http://www.businessinsider.com/henry-blodget-skype-ipo-2009-4

A
pparently
eBay is getting rid of "all thing's S's"



S tumbleupon
S kpye
S ellers

They should have started in the D's first.

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process   Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

by: Endless Drop Down Support Menus

Tue Apr 14 17:11:30 2009

The reason Amazon's third party seller business is now doing so well is because they put seller quality control measures in place from the outset. Sellers are quite clear where they stand and it works for an overwhelming majority of their non-casual seller base.

Customer Service has ALWAYS been a real feature at Amazon. Amazon has always spent their own money building it, taking the longview.

At eBay, Whitman and Cobb never wanted to spend any real money on it and the years of damage is done.

The eBay brand can't be cleaned up after years of fraud and unsatisfied buyers.

Think about this: It is 2009 and only now, 14 years later, after years of padding the offshore cash coffers, does ebay make an effort to invest in
a better buyer experience.

Truth is, if eBay were still making the money from the marketplace that they were in say, 2003, they wouldn't be doing any of this ''clean up the marketplace stuff''. They were happy to make loads of cash for years, only being reactive, instead of proactive.

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process   Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

by: Nonsense

Tue Apr 14 17:23:01 2009

"AuctionBytes has learned that, in disputes found in favor of the buyer, eBay itself may actually issue refunds without waiting for the seller to do so."

Translation.  
Even if you have a Merchant Account where you had some manner of control over wannabe scammers/chargeback artists, ebays long arm biased policy can now screw you over too.

You won't get the luxury of disputing a chargeback, even if your proof stands up with your Merchant Account Provider. Ebay will just refund the buyer and bill you for it, plus some bogus $10-35 fee for their trouble.
And if you don't pay up, you can kiss your account good-bye.

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process   Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

by: nadine

Tue Apr 14 18:36:30 2009

eBay addressed two structural problems by adding product pages and multi-sku listings (I wonder if any of the Wall St analysts realize what multi-sku listings will do to the much-vaunted listings count? That 26 million number should drop in half, I'm guessing)

We all know the many structural problems that have been left unaddressed. The sad fact is that eBay doesn't have any clear vision what to do, esp. now that their push to compete with Amazon is widely seen as a failure. They are too bloated a company to be able to change direction quickly.

On the bright side, although I'm deeply suspicious of their intentions with the new resolution process, at least they didn't raise fees or insult my intelligence with today's announcements, unlike previous years. That's something. Soon, like homeowners all over the country, they will have to realize that they need to drop their prices if they want the sale.

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process   Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

by: Ebay's Slow Death

Tue Apr 14 19:00:15 2009

Why is it with Ebay now, that announcements are always going to be at some ''unspecified point in the future'' as Ming states.

Also, I believe as far as earnings are concerned, Donahoe is pushing that earnings will be great in 2011.  Not so great today, but wonderful in the future, if you will just be patient. How can any analysts or buyers of Ebay stock believe that?

As someone after the recent Ebay Analysts Meeting said, it was all Unicorns and Rainbows.

Can't wait until the 22nd to see how Donahoe spins the crappy earnings report.  I'm sure he will promise again that Ebay will be very profitable by 2011.

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process   Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

by: PhilipCohen

Tue Apr 14 19:05:39 2009

What about making it a bit easier bor buyers? A comment thereon at http://www.auctionbytes.com/forum/phpBB/viewtopic.php?t=23984

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process   Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

by: Cowbell

Tue Apr 14 19:29:50 2009

So they're copying Amazon's A-to-Z guarantee. At least they changed the language, but not much.

Now they need to copy the "no listing fee" thing.

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process   Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

by: bo derek

Tue Apr 14 19:45:12 2009

It's a lot of window dressing which is interesting and perhaps even helpful out there, and when I end up with my share of fraudulent customers (anyone who has complained to me about their purchases in large part has been justified and I can't think of as being fraudulent) someday, it might be a good thing to have.

But it's just smoke and mirrors. Raising prices would just be ridiculous in today's economy and foment even more discontent-- but really, the biggest problem for me is their search system which is so comPLETEly useless. If they actually took the time to fix or give us decent searches, include stores in search as a default, I've seen my own sales pony up nicely as a result.

Fix search, then tell me the news.

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process   Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

by: Daddy Bear Guff

Tue Apr 14 20:29:14 2009

Nadine Quote"eBay addressed two structural problems by adding product pages and multi-sku listings (I wonder if any of the Wall St analysts realize what multi-sku listings will do to the much-vaunted listings count? That 26 million number should drop in half, I'm guessing)"

And this helps who exactly? Buy & the Doggy diamonds alone. Customers of the kind of rare goods that Ebay was made for hasve no use for this garbage, especially in a high fraud environment. My customers
(YES EBAY MY CUSTOMERS, NOT YOURS, THEY WERE MINE 15 YEARS BEFORE PIERRE THE CHEAPSKATE PEZ BUYER STARTED EBAY)want to see EXACTLY what they are buying not a stock photo.

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process   Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

by: Matt

Tue Apr 14 20:29:46 2009

Ebay has managed to once again screw up.

Yet another block of announcements that when looking at the big picture....has angered sellers/favored buyers and made them feel worthless again.

Ebay didn't address ANY of the big problems with the site....meaning feedback and DSR's. They could have made this dispute process the norm for neg/neutral feedback. They choose not to. They could have fixed Best Match, they have chosen to ignore it.

These changes all are horrible but there is a silver lining. Ebay's shareholders, the analysts, etc. all now see through the BS that has been going on the last 10 months. The analysts have already began to nail Ebay and this will continue this year until a change IS made (bye Donahoe).

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process   Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

by: Daddy Bear Guff

Tue Apr 14 20:32:32 2009

Bo, Ebay has decided that your buyers are more interested in items from sellers with recent sales & free shipping then the title they are searching for. Yup, read it again. THE ACTUAL TITLE USED ranks 3rd in importance to Ebay's Worst Batch search. Why is it easier to find items on EBay with Google then with Ebay's own search? Dummies.
Freedom from choice, that's what you want.

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process   Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

by: bite me

Tue Apr 14 21:07:09 2009

You guys need to quit these McJobs and diversify. Quit b--ching.

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process   Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

by: Bite me butthead

Tue Apr 14 21:25:49 2009

Hey Bite me, what happened to the Ebay that wanted full time sellers & begged mom& pop to clean out the attic, you know back when Ebay was good & fun? Just because I'm not a doggy diamond (oh PS, Buy is NOTHING but a crummy Ebay clone with small sellers)Why is my contribution being thrown aside? Wasn't $12-15,000 a year in listing fees enough? Buy doesnt even pay listing fees, but Donny ho is happy to grab his ankles whenever buy says to. When is Ebay going to remove this statement, as it's meaningless:

http://pages.ebay.com/community/people/values.html
We believe people are basically good.     We believe everyone has something to contribute.     We believe that an honest, open environment can bring out the best in people.     We recognize and respect everyone as a unique individual.     We encourage you to treat others the way you want to be treated.

buyers & sellers, answer these 5 Ebay DSRs from personal experience here on a 1-5 scale
(1 worst, 5 best) if you please, and say if you are answering as a buyer or seller, or both:

1.Ease of use: Were you able to find/list and buy/sell the item easily?
2.Communication: Are your questions promptly & correctly answered?
3.Paypal: Do you feel that PP is a safe payment method that you would recommend to a friend?
4.Best Match: Do you feel Best match made it easier or harder to find the item you were looking for?
5.Pricing: Do you feel you receive good value for the money you spend on ebay?

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process   Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

by: McBiteMe

Tue Apr 14 21:33:20 2009

@Bite Me

Tell us more about YOUR day job and YOUR diverse multi-channel (non-ebay) selling, Mr Bite Me....we are eager to learn from you! Remember to add quantifiable data!

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process   Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

by: Bite me's day gig, San Jose, CA

Tue Apr 14 21:42:04 2009

I'm answering for Bite me, he's busy swamping out my toilet, I had curry for lunch. Best wishes, your pal, Johnny Donuthead

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process   Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

by: bite me

Tue Apr 14 21:45:51 2009

My day job requires intelligence and good logic, something full time ebay sellers do not have.

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process   Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

by: Bite me's day gig, San Jose, CA

Tue Apr 14 21:52:56 2009

Yup, like I said, " intelligence and good logic" helps in restocking my toilet paper:)

Is it intelligent to carve out a niche market of rare & collectible goods, and learn pricing data on thousands of items?
Because that's what good sellers do.

Employees however sit behind computers & insult good customers. Ebay's vaunted customer service at work, folks. Pay attention to Bite me, or as he's likely known on the Ebay forums nosportss. Ebay hires a company called Liveworld to "social engineer" and post positive comment about Ebay, while belittling actual users with problems. -5DTR there jacko.

Tomorrow's eBay Announcements: No Fee Change, New Dispute Process   Tomorrow's eBay Announcements: No Fee Change, New Dispute Process

by: Former eBay Junkie

Tue Apr 14 23:09:57 2009

No wonder I cannot find anything neat on eBay these days. All the niche sellers have left because of the increasingly deteriorating policies. A real shame.

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