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Sat July 16 2022 23:02:00

Is eBay Concerned about Seller Retention?

By: Ina Steiner

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In a sign eBay may be concerned about seller retention, the company created a special page for UK sellers to reassure them that it was hearing their concerns and was supporting them in areas most needed.

eBay UK General Manager Murray Lambell took to the Seller Announcement board to thank sellers and point them the page outlining four changes he said the company made in light of the impact of the rising cost of living and the lasting impacts of COVID-19 on their businesses.

In his post, Lambell outlined the four changes as follows:

Feel more protected
We're making more listings eligible for our enhanced seller protections for Top Rated and Above Standard sellers.

Access support and education 
We're offering investment programmes like the eBay Business Roadshow and advanced eBay Academy courses. 

Boost sales 
We're upgrading Shops to help you attract more customers to your eBay business. 

Receive payments on demand 
We're giving you greater flexibility in receiving payments to help with cash flow.

The "You Said We Did" page has more information about the changes.

Have those changes helped you, and have they made a difference in keeping you selling on eBay? What do you think eBay should do next?

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Readers Comments

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This user has validated their user name. by: The End

Sun Jul 17 00:33:27 2022

I will sell on Ebay again when :
I can be paid by Money Order or Check.

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by: comments This user has validated their user name.

Sun Jul 17 05:07:15 2022

Ebay has done nothing at all to help retain sellers. Since the new CEO replaced DW he has doubled down on the path to failure. He did get to tout some wins when half the country was locked down but as the world goes back to normal, sales are at an all time low.

All this while there has been a record number of fee increases. If you will recall managed payments was supposed to be less expensive....than they incorporated fees on the cost of sales tax, they raised the selling fees, they stopped displaying items that were not promoted.....then they added the promoted listing fees to tax and sipping, then they just doubled the minimum ad spend on the promoted listings we have to buy to be see. They added pay per click and charge for search engine spider clicks, They started promoting highest % promoted listings instead of similar items. Now they are getting ready to charge for promoted stores even though the new store page is unusable, and they are getting ready to start charging "transfer fees" and other related fees for using the "vault" we are forced to use. Then there are the increases in penalty fees when buyers open SNAD buyer remorse claims. This also doesn't include regular postage increases and the up to 10% that is added to the buyer for sales tax or send offer in response to a buyer request that fails because it isn't atleast 5%.

When up to 35% of the sale doesn't even go to the seller then it is no surprise people have not stuck around. I am in the process of moving my items off of ebay because that is just too much for premium products. This can probably work for dumpster dive sellers and the current push to sell used appliances/phones/scalped PS5's but this is not sustainable and the response will just be to raise the fees again.

Customer support  is also TERRIBLE. You have 1 non English speaking working 10 chats at once and each reply takes several minutes....and usually they damage your account.  

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by: Snapped This user has validated their user name.

Sun Jul 17 08:43:59 2022

Shazbot.  Morning coffee sprayed all over the monitor on this one.

Seriously?  eBay ‘caring’ about retention?  Have you forgotten?  Seller’s aren’t valued customers.  They are “noise”.

Seller’s ‘needs’ aren’t important.  eBay’s needs are.  

Sellers ‘need’ an effective CS process.  What they have is a threadbare connection to a unempowered, undereducated (re eBay & native marketplace culture), black hole of endless wait times and unkept promises, who’s employees are only ‘motivated’ by how fast they can get you to hang up.  

Seller’s ‘need’ an effective protection umbrella to prevent and combat the endless variety of fraud and theft perpetrated b

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by: Snapped This user has validated their user name.

Sun Jul 17 09:01:57 2022


Sellers ‘need’ an effective protection umbrella to prevent and combat the endless variety of fraud and theft perpetrated by both the buyers they cater to, and by eBay themselves so to monitize the process at seller expense.  

Sellers ‘need’ a venue that supports the wide variety and diversity of marketplaces that can not otherwise be profitable trying to fit their feet into a one size fits all boot.

Instead, eBay has become a place where a ‘brand new’ buyer account can accuse, convict and penalize a decade old seller account with no more than a virtual finger point, without concern for evidence, ethics or truth.

Instead, eBay will tell you to your face that if their way doesn’t work for your business model, perhaps YOU should change it to fit THEIRS.  

They will promise ANYTHING just to shut you up.    

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by: Smallseller This user has validated their user name.

Sun Jul 17 10:12:02 2022

While it is a great question to ask what ebay should do next, it feels like it is a waste of our time and energy, because ebay will not really listen. If they were really listening, they would be reading this forum and the boards and taking action on the most frequent issues that are being discussed.

I will only give 1 example. The new listing tool. Where and why did that idea come about? There were no complaints about the old listing tool (for desktops). The mobile app, however was full of bugs. So instead of fixing the mobile app, they decided to revamp everything and ended up with a tool that is slower than the original due to all the clicking and hidden boxes. If they would really have been listening, they would have scrapped the tool and corrected the mobile app. This is just 1 of hundreds of examples.

The question of what ebay can do has been asked so many times and there is so much information out there that we just don't believe they will do anything to improve things for sellers.

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by: Shanna This user has validated their user name.

Sun Jul 17 11:03:27 2022

At one time, 100% of my online business was on eBay. But eBay's own employee, Jim Griffin, told me in chat that if I didn't like the direction eBay was going, to go sell elsewhere. Only advice he has ever given that was true. Now I sell on 4 other platforms, all of which outsell eBay, cost less, take less time to list on, and have never had one return on them.

Once I contact eBay through Facebook, and then I was inundated with ads from Facebook to sell there, now giving it a try. Just think eBay, if you gave actual seller support on your own website, I would not have to go to Facebook, and never would have thought to sell there as well. True geniuses running eBay now.

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This user has validated their user name. by: Rexford

Sun Jul 17 14:56:35 2022

"a special page for UK sellers to reassure them that it was hearing their concerns and was supporting them in areas most needed."

Hearing concerns?   All long tenured sellers who post here are exhausted by these "reassurances" from eBay.  We've been hearing them since John Donahoe.  Meaningless verbal and written tripe.

eBay does not and apparently will never understand that actions speak louder than words.   eBay's statement is about as meaningful as their blowing hot air over their so called "seller protection".  

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by: Snapped This user has validated their user name.

Sun Jul 17 16:25:29 2022

“ Now I sell on 4 other platforms, all of which outsell eBay, cost less, take less time to list..”

Precisely.  And congratulations.  One snowball in the avalanche of examples of “the successful past” eBay purposefully “let go”.

They’d dismiss that “noise” of course.  eBay isn’t for ‘everybody’, they’d say.

Without even a care to consider - maybe that’s the root.  It should be for ‘everybody’.  Or they will go where it does work for them.

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by: AddyUp This user has validated their user name.

Sun Jul 17 17:44:09 2022

The main current buzz on UK boards is about the VAT mess that eBay has made. This has resulted in many long standing sellers having all their listings taken down without warning.

All these sellers were correctly registered for VAT. It's eBay's programming that has royally cocked up. These sellers have lost all their items history, years of advertising, reviews, various links etc and eBay has even tried to charge some of them for relisting. Some are already laying off people and closing shop.

I'm not sure how this fits in with retaining sellers on the UK site.

How do you tell when eBay management is lying? When their lips move.

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by: Snapped This user has validated their user name.

Sun Jul 17 18:27:20 2022

“ It's eBay's programming that has royally cocked up.”

Horrific news.  Only a matter of time though until one of their code slingers unleashed the Kraken.  As if the day to day tiptoe through their mine fields weren’t enough to contend with.  

So that’s not really ‘confetti’ then.  It’s shrapnel.  

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by: UB This user has validated their user name.

Sun Jul 17 20:02:30 2022

Ebay should have bought GoDaddy bookeeping!!!!!! Quickbooks is terrible!

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by: ebayout This user has validated their user name.

Sun Jul 17 22:59:12 2022

I am eBay's customer. My customer is my customer.
That was true until about 1999.
They need to go back in time.

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by: pace306 This user has validated their user name.

Sun Jul 17 23:55:54 2022

"Is eBay Concerned about Seller Retention?" ... YES they are - In Mr Rogers Neighborhood of Make Believe.

eBay hasnt cared about sellers in 20+ yrs - this UK employee is just blowing smoke up someones ...........

eBay never wanted to, nor really ever cared about sellers.

NOW, they cant - even if they wanted to.

eBay is now "the bank". They cant push losses off on Paypal - ANY loss comes out of eBays pocket - and ANYONE who has ever tangled with ecommerces' WORST CS dept - knows that eBay will push you aged sick grannie in a weehlchair off a cliff - before admitting that a seller is right or that they buyer (oh the horrors) is WRONG (and is lieing).

eBay has said MANY times to anyone that would listen - that the BUYER is THEIR customer - that why they can restrict you form contacting YOUR own customer. Sellers are just the "idiots" that eBay PIMPS out - to get buyers to spend money. It sounds gross, it sounds vulgar, it sounds ILLEGAL - but thats exactly how eBay 2022 operates.

eBay decides WHO wins, WHAT gets seen, when and IF someone gets paid - does it seems like they care?

eBay FORCES sellers to create their catalog FOR FREE ... does ANY eBay employee work for free?

eBay knows exactly what they need to do to increase SELLER retention, and NO ONE is asking for hard things.

A little fairness is all we ask for. Its great you know how to bully sellers - bully a few buyers too. When a seller is in the right - support them. When a buyer steals or TRIES to steal from a seller - stop it dead in its tracks. STOP saying "taking losses is part of business - here take one for the team ... WHAT TEAM?

CS for sellers is the worst in the industry. eBay cheaps out and uses crappy overseas Filipino agents because it saves THEM money - and they have ZERO authority to do anything meaningful

None of this will even happen - its just a game for Wall Street .. "see we identified a problem, reached out to our sellers and listened to them - we fixed all the issues - dont worry - NEXT quarter will be better ...... and yes there are some people - here and elsewhere who believe it all.

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This user has validated their user name. by: Bill

Mon Jul 18 00:01:35 2022

I left eBay after 22 years because of managed payments.

If they bring back PayPal I am back in period.

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by: Fried Chicken Addiction This user has validated their user name.

Mon Jul 18 01:23:36 2022

What The End said up top there, I'm with that.
I will add,
eBay provided the platform.
We payed them a fee to be on that platform.
That's it.
That was the original business model and it worked.
But no we humans must tweak and tweak and tweak until what wasn't broke is absolutely demolished beyond all repair.
We do it with every single thing eventually, our world and everything in it.
Why should eBay be any different.

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by: Stone Cutter This user has validated their user name.

Mon Jul 18 02:02:51 2022

*** 30% of ebay sales come from Europe ***

As the EuroZone boycotts energy from Putin, the economic forecast for Europe looks bleak. I heard a Stock Market analyst say that eBay will most likely suffer as 30% of their sales come from Europe. The U.S. consumer continues to spend.

You bet Ebay is worried about seller retention. As eBay focuses on “collectibles”, it is said that this is the first category to suffer when money becomes tight.

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by: Chicago48 This user has validated their user name.

Mon Jul 18 04:24:07 2022

One big reason sellers are leaving is this:  "Receive payments on demand
We're giving you greater flexibility in receiving payments to help with cash flow." If a buyer makes an offer on another site and seller accepts, the payment is immediate, so that the seller can ship.  Not with EB.  Even with auctions, the seller has to wait wait wait for payment.

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by: Chicago48 This user has validated their user name.

Mon Jul 18 08:57:53 2022

If you go to social media, primarily Youtube, the influencers are not talking about Ebay.  They talk Whatnot, Posh and Merc.  EB is a second thought.  Used to be everything was EB EB EB.  The auction professor is a big proponent for EB, but the other influences hardly mention EB anymore.  Even AMZ is not promoted on social media.  So that tells you a lot.

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by: ebayout This user has validated their user name.

Mon Jul 18 12:09:16 2022

I'm sure that eBay wastes million$ fixing things that aren't broke.
Some hibernation with reduced fees would be great.

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by: Stone Cutter This user has validated their user name.

Mon Jul 18 12:13:16 2022

***eBays Older Buying Audience is Dying***

“If you go to social media, primarily Youtube, the influencers are not talking about Ebay.”

I heard a leading retail analyst compare eBay to Etsy. She said that eBay never spent marketing dollars to attract the youthful buyer. Instead, eBay continued to support its customer base from the 90’s and now those buyers are old and dying.

Etsy, on the other hand, always markets to the youthful buyer with the intent to keep that buyer for years to come. I read on the Etsy forum that younger Etsy sellers say that eBay is their parents website and they would never sell there.

Ebay had made a huge mistake to not modernize its website to attract the youthful buyer; for every generation.  

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