Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Tue Aug 25 2015 05:34:45

eBay Fall Seller Release: A Kinder, Gentler eBay?

By: Ina Steiner

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eBay previewed its Fall Seller Update, and some may be wondering if the promises made by the new CEO of what appears to be a "kinder, gentler" company may truly be fulfilled.

The head of eBay's Global Customer Trust Laura Chambers provided details of how eBay would be changing the way the company hands out defects when it comes to late shipments. Currently, sellers can be penalized for factors outside of their control, such as shipping delays due to the carrier of Postal Service.

In fact, at one point, readers were telling EcommerceBytes that eBay Customer Service Representatives were blaming sellers for using the Postal Service when they received defects for late delivery.

Next year, eBay will change the seller performance standards so it no longer relies on "buyer opinions," Chambers said. Instead, eBay will use tracking information to see when the seller actually placed packages into the mail stream.

You can read more about the changes in today's newsletter:

eBay to Change the Way Sellers Earn Shipping Defects - Link

eBay Previews Fall Seller Update - Link

Let us know what you think!

Comments (86) | Leave Comment | Permalink
Readers Comments

Perminate Link for eBay Fall Seller Release: A Kinder, Gentler eBay?   eBay Fall Seller Release: A Kinder, Gentler eBay?

by: Mark4 This user has validated their user name.

Tue Aug 25 11:11:41 2015

too little too late......ebay is finished

Perminate Link for eBay Fall Seller Release: A Kinder, Gentler eBay?   eBay Fall Seller Release: A Kinder, Gentler eBay?

by: LightWing This user has validated their user name.

Tue Aug 25 11:20:08 2015

LOL!

The barn is burning down around them so with all the smoke in their eyes they can't see the horses up on the hill laughing their asses off.

Perminate Link for eBay Fall Seller Release: A Kinder, Gentler eBay?   eBay Fall Seller Release: A Kinder, Gentler eBay?

This user has validated their user name. by: Anonymous Annie

Tue Aug 25 11:27:47 2015

At first glance, this appears to be a positive change.

But I'm struck by (amused by?) eBay's ''we hear you'' and ''you spoke, we listened'' verbiage.

SERIOUSLY?! The eBay execs and policy-makers had to wait for YEARS.... ignoring the NOISE of seller complaints?? Do they want us to honestly believe that NOBODY in those meetings was unable to SEE THE INHERENT FLAWS and the complete UNFAIRNESS in such a scheme?

The policy that punished sellers for carrier errors and delays was IDIOTIC from the outset. Everyone knows it! --- Yet, here they go again... putting a positive spin on how ''responsive'' and ''adaptable'' they're being by ''listening'' to sellers' concerns.

WHAT NONSENSE!!

The change (if it works) is a good one. Their ''spin'' and trying to make themselves look like benevolent leaders and advocates for sellers is TOTALLY ABSURD!  

Perminate Link for eBay Fall Seller Release: A Kinder, Gentler eBay?   eBay Fall Seller Release: A Kinder, Gentler eBay?

This user has validated their user name. by: iheartjacksparrow

Tue Aug 25 11:29:42 2015

@Rexford - Rich Matsuura left eBay in May 2014, probably because his family needed him. Brian Burke replaced him as head of Seller Trust (don't laugh too hard).

Perminate Link for eBay Fall Seller Release: A Kinder, Gentler eBay?   eBay Fall Seller Release: A Kinder, Gentler eBay?

by: pace306 This user has validated their user name.

Tue Aug 25 11:30:19 2015

With 32 THOUSAND plus employees, its hard to believe that these magical changes cant be made NOW, before Q3 so that sellers can get THEIR holiday plans in order.

Many here have said it and I echo the same feeling - its ALL BS.

eBay thinks that to remain competitive they must match Amazons level of service. That means 1-2 day handling + "prime level" shipping.

Since eBay cant control any of it - they dont own the goods, they cant do anything besides promise things. So they then beat sellers into submission and then "over promise" buyers.

Those sellers who can ship in 1-2 days - do so anyway. Why keep an item in your possession after you get paid?

Maybe its time eBay separated "professional sellers" and "grannies attic" sellers, who knows.

eBays strength is its diversity of merchandise, not aping Walmart and Amazon. When they realize the value and "fabric" of their great sellers (large and small) things will change.

Until then its all corporate double talk - that they are doing ANYTHING at all is just to stem the tide of all the negative publicity that eBay gets 24/7.

Perminate Link for eBay Fall Seller Release: A Kinder, Gentler eBay?   eBay Fall Seller Release: A Kinder, Gentler eBay?

by: brokentoys19 This user has validated their user name.

Tue Aug 25 11:36:38 2015

Since eBay is so far beyond words, beginning to wonder whether Banksy's Dismaland Bemusement Park wasn't inspired by it?

Especially after seeing the pics of the Grim Reaper riding bumper cars and that pink jacketed person with the black balloons.

Go have a look. LOL

Perminate Link for eBay Fall Seller Release: A Kinder, Gentler eBay?   eBay Fall Seller Release: A Kinder, Gentler eBay?

by: Orwellwasright This user has validated their user name.

Tue Aug 25 11:46:08 2015


Ebay needs to remove the defect system in its entirety

The defect system was designed specifically as a way to eliminate "excess" sellers

Same with the "guardrail" system
Also designed to thin the herd

Feedback and dsr's are MORE then sufficient for ebay to monitor seller activity

They also need to eliminate periodic seller blackouts.

So long as Guardrail and defect still exist, so long as the periodic blackouts exist, everything else they say can be disregarded... Period

The war on sellers continues unabated

Perminate Link for eBay Fall Seller Release: A Kinder, Gentler eBay?   eBay Fall Seller Release: A Kinder, Gentler eBay?

by: troglites This user has validated their user name.

Tue Aug 25 11:48:16 2015

''Chambers wrote, ''You feel like many of the measurements in seller performance standards (like feedback and detailed seller ratings) are too subjective based on buyer opinions that aren't always connected to the product and service that you delivered.''

For the most part, sellers are not the manufacturer of the products they sell. Other than the product not being as described (which is heavily abused by scammers), sellers should not be judge on the like or the dislike it, or the  functionality of the product. I don't see people returning a product that works to Wal-Mart, and blaming Walmart for their dislike of it. Sellers should be rated on their service, period. Not whether someone dislike the texture or color of something, or if a movie sucks, or if something did not get rid of my wrinkles, etc. If you pay for some gizmo for .99 cents, you should not be expecting anything in the way of quality - you get what you pay for. But I see sellers get blamed for stuff like this all the time - it is rampant on Ebay. It is the monster Ebay has created.

As far as any changes benefiting sellers - I won't be holding my breath. I have heard this song and dance over and over, and I have yet to see it be in the sellers favor. If Ebay wants to make a gesture to the seller, get rid of the unfair, unjust, and dysfunctional defect system for starters. Just too many things to name.

Perminate Link for eBay Fall Seller Release: A Kinder, Gentler eBay?   eBay Fall Seller Release: A Kinder, Gentler eBay?

by: ajeweler This user has validated their user name.

Tue Aug 25 12:04:29 2015

just more double talk from freebay nothing will happen just freebay phishing again

Perminate Link for eBay Fall Seller Release: A Kinder, Gentler eBay?   eBay Fall Seller Release: A Kinder, Gentler eBay?

This user has validated their user name. by: Rexford

Tue Aug 25 12:22:03 2015

iheartjacksparrow, I had not heard that.  Thanks for the update. Unfortunately his legacy lives on.

Perminate Link for eBay Fall Seller Release: A Kinder, Gentler eBay?   eBay Fall Seller Release: A Kinder, Gentler eBay?

This user has validated their user name. by: Ric

Tue Aug 25 12:36:09 2015

Given eBay's decade long assault on their sellers, I am not buying into the "kinder and gentler" eBay.

The past ten years, whenever eBay says; "You spoke...We listened", the inevitable outcome is a bigger and harder stick with which eBay will whip their sellers with.

I have no doubt this announcement is less of a rollback of the current unfair seller measurement metrics, but rather, the introduction of new metrics which will be even more severe and unfair to sellers.

Perminate Link for eBay Fall Seller Release: A Kinder, Gentler eBay?   eBay Fall Seller Release: A Kinder, Gentler eBay?

by: OnlyPollyPocket This user has validated their user name.

Tue Aug 25 13:23:48 2015

ROFL!!  Volvo351, touche ;)

Perminate Link for eBay Fall Seller Release: A Kinder, Gentler eBay?   eBay Fall Seller Release: A Kinder, Gentler eBay?

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

Tue Aug 25 14:35:05 2015

Too little, too late (or maybe not at all).

What ebay gives back it will take back in spades.

Perminate Link for eBay Fall Seller Release: A Kinder, Gentler eBay?   eBay Fall Seller Release: A Kinder, Gentler eBay?

This user has validated their user name. by: Anonymous Annie

Tue Aug 25 15:31:16 2015

Another thing (or two) that I'm confused about...

Over the years, it's been clearly demonstrated that eBay has VERY LITTLE REGARD for sellers when it comes to instituting new policies and changes just before the holiday season.

Despite promises to refrain from doing so, eBay has a well-known and thoroughly documented history of making changes that REQUIRE SELLERS TO MAKE LAST-MINUTE ADJUSTMENTS (to their listings and/or procedures, etc.)

SO... WHY IS IT, that for this particular change, one that requires ABSOLUTELY NO SELLER ACTION OR ADJUSTMENTS... and one that (presumably) can be implemented BEFORE this year's holiday season... why is it that eBay is being so ''kind'' and ''thoughtful'' that they're waiting until 2016.

Seriously, Ms. Chambers?! Are you kidding me!!?

This is a change that would have a POSITIVE IMPACT on sellers, and it's a change that NO SELLER would have to ''prepare'' for. There's no reason to wait.

Why is it that Ms. Chambers makes a special effort to emphasize that (as a ''courtesy'' to sellers?) eBay will wait until NEXT YEAR to implement this simple and much-needed improvement?

Instead of being pleased with herself, and instead of acting as though eBay is doing sellers a favor by waiting until after the busy holiday season... she should be APOLOGIZING to sellers for not implementing it sooner!!

This is something that could (and should) be implemented IMMEDIATELY to help sellers for THIS HOLIDAY SEASON!!

WHY WAIT? DO IT NOW!!

Perminate Link for eBay Fall Seller Release: A Kinder, Gentler eBay?   eBay Fall Seller Release: A Kinder, Gentler eBay?

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

Tue Aug 25 16:42:39 2015

Why is ebafia waiting until next year to implement this alleged change?

Because ebafia wants the revenue that late/lost holiday deliveries will create for them which will make their year over year look less pathetic that it otherwise would.

It's ALWAYS about the money.
ALWAYS.
 

Perminate Link for eBay Fall Seller Release: A Kinder, Gentler eBay?   eBay Fall Seller Release: A Kinder, Gentler eBay?

by: Owen This user has validated their user name.

Tue Aug 25 16:42:57 2015

Annie, you are so right. What a bunch of hypocrites eBay's management is!! Is it too much to ask them to do something nice for sellers for once, or is it always going to be the case that sellers are never to have anything good come their way?

The biggest problem is that they are so jaded, they don't even know how insulting this is.

Do something nice for the sellers, so you can really pat yourself on the back.

And do it fast.  

Perminate Link for eBay Fall Seller Release: A Kinder, Gentler eBay?   eBay Fall Seller Release: A Kinder, Gentler eBay?

This user has validated their user name. by: laurengrace

Tue Aug 25 19:40:37 2015

I second what you said Annie-ALL OF IT. I am no longer a seller on eBay after being there from the start but the way in which they treat their sellers is apalling.I know of no other business that treats their base customers with such disdain and stays in business..I can't believe they have lasted this long. I still buy from eBay as i have some sellers there who i have bought from for years that are still there. Honestly, i don't wish for ebay to fail-I wish for them to be bought by an american who knows what they are doing and changes things for the better for real, And i wish for all the people that have put these illegal practices in effect all be sent to prison.Then maybe we will see the return of the vision that started eBay.

Perminate Link for eBay Fall Seller Release: A Kinder, Gentler eBay?   eBay Fall Seller Release: A Kinder, Gentler eBay?

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

Tue Aug 25 20:50:53 2015

You see, this keeps sellers ON THE HOOK for the 2015 holiday season- they USED the fact that sellers said they didn't want changes during the holiday season to extend what ever "changes" they will or will not make.

Again, we are familiar with ebays body of work.

What ebay SAYS is quite the opposite of what it does.

How about doing the "changes" NOW??- it is over 4 MONTHS until Christmas- WE KNOW WHAT YOUR ARE DOING EBAY-YOU DO IT TO US EVERY YEAR- that ladies title should be Global company MIStrust Director because whenever they open their GREEDY mouths they DECIEVE.
Ebay has a proven track record of MISTRUST and DECIET.
Take those ILLEGAL wrong colored phone covers OFF Head of ebay "global trust".
Mass Howler

Perminate Link for eBay Fall Seller Release: A Kinder, Gentler eBay?   eBay Fall Seller Release: A Kinder, Gentler eBay?

by: Volvo351 This user has validated their user name.

Tue Aug 25 22:16:09 2015

@toolguy

Seriously, you can't read it until you "agree" with it?  Even Kafka couldn't make THAT up!

Perminate Link for eBay Fall Seller Release: A Kinder, Gentler eBay?   eBay Fall Seller Release: A Kinder, Gentler eBay?

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

Tue Aug 25 23:09:53 2015

They again, are trying to hook us into selling for the holiday season.
They do this EVERY year.

"Don't worry, we will not be implementing these changes now before the holiday season".

Horseshit.

Mass Howler

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