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: Tiffee Jasso This user has validated their user name.

Thu Aug 27 07:41:12 2015

I am just paying by the month and waiting to see what the returns process will be and if we can use something other than Paypal. With Donahoe at the helm Paypal, I am worried that will become unusable.  

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: IDKwhoIare

Thu Aug 27 07:44:07 2015

What Anonymous Annie said - Both Posts.

Laura Chambers and Jordan Sweetnam...zug...they give me a headache.  Every word they say & phrase they turn are clear indicators that eBay has known all along exactly what is wrong. Every little thing.  Every big thing.  Exactly like many thought.  It was easier to have the niggling doubt that ebay execs might be stupid, ignorant or plain inexperienced than it is to have those doubts removed, finally, by their own words.   All this zest to get everything fixed up for their newly found valuable commodity - Sellers - pffft.  

I will keep saying it - not interested in listening to talk.  ACTION.  All I am interested in, period.  

My dear Ms Chambers, it is impossible to ''accelerate trust between eBay and our selling community, and increase trust between sellers and buyers'' by yakking and decelerating (stalling) the actual implementation.  Mr. Sweetnam, if you are responsible for delivering an exceptional experience for eBay Sellers, then just sit back & relax.  It has been exceptional long before you came along what with disruptive innovation and all.

Both of you strike me as Snake Oil salesman with Teflon suits.  Over promise, never deliver and it will never be your fault in the end. Your blogs are chock full of slicker than snot vague promises, you have obviously studied the current atmosphere and excel at saying what people want to hear.  I am SO NOT IMPRESSED at this juncture. Yawn.

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

by: Whatever This user has validated their user name.

Thu Aug 27 08:09:45 2015

And so - let the Bi-annual hoop jumping triathlon begin

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

by: RAOTFLMAO This user has validated their user name.

Thu Aug 27 08:16:24 2015

Way to little, way to late.  

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

by: FREDDY This user has validated their user name.

Thu Aug 27 08:28:10 2015

ebay has no idea what the word ''trust'' actually means.
Any changes that will be made by ebay will profit ebay only.
Small sellers are still and always will get screwed by ebay. No changes coming on that regard.
The BOD and CEO are only interested in making as much as possible in the very short time it has left.
If there is a buyer for ebay, the only thing they should do is go back to the beginning. Make it just a venue. 2way feedback. Get rid of paypal or at least let the sellers decide what payment they want. 180 day return policy is nothing but a joke. That was implemented for the thieves. Increase FVF with that move. More sales now and a lot more returns down the road.
What ebay does and has been doing these last years is giving you a dollar and taking 2 dollars back. Then ebay says how great they are for giving you the dollar.
As others have said, if it will help the sellers make the changes now. Why wait???  If they want more positive moves for sellers-just make the changes in a quiet way and not months of stupid annoucements.

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

by: nothingnew This user has validated their user name.

Thu Aug 27 08:39:11 2015

Here is what they plan. For $95.00 a month over your fees. We will THINK of dropping the shipping DSR. But will have to invistigate the account for a year before we tell you. Then end up saying you dont qualify lol

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

by: pjjc1 This user has validated their user name.

Thu Aug 27 08:44:02 2015

The trust department.  How Orwellian can you get.  Interesting how they are more than willing to screw the seller with no notice but when it comes to giving us a break it has to happen after the most important season of the year.  Again, the most unethical company I have ever seen.

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

by: Minnesota This user has validated their user name.

Thu Aug 27 08:56:40 2015

The problem I see is it says "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." Will it REALLY become an "or" situation??  Most people ship within their handling time - it is the darn "estimated delivery date" that does people in.  And, someone can do a request, or an open a case, even if it shows delivered - with the tracking that I have already uploaded.  They shouldn't even be allowed to do that.  So, if they do that, now I have to call ebay to get the "defect" or "case" closed - wasting my time.

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

by: Steevo This user has validated their user name.

Thu Aug 27 09:30:04 2015

Ebay has had a weird thinking mode going on, where they have buyers rate sellers on criteria neither ebay nor the sellers control.

That would be OK except they used those subjective buyer opinions to greatly affect our business, by burying us in search if we don't get good opinions from enough buyers.  And if you sell 5,000 $1.99 cellphone chargers a month the math is such that those buyer ratings are immaterial.

I said before that what ebay is saying is they want us to ship everything FedEx Express and charge for it.  

Buyers hate to pay for that.

If they are going to use the time the item is shipped as proof of seller performance, that's a good thing. After that we are not in control.

That said, I do know that some sellers in the past have had a laissez faire attitude toward their business. Lots of sellers act like they are so busy they cannot properly answer emails, cannot properly ship items that are paid for. That was what ebay was trying to clean up.

As unsatisfactory as the interlocking two way feedback was, it at least kept everyone cordial. Trying to work things out.  And that we could block bidders with too much negative feedback was a big help. It helped to week out the crooks. Now we have crooks all over, on both sides.

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

by: tbyr This user has validated their user name.

Thu Aug 27 09:58:19 2015

This will not solve the USPS problems: I do not know how it will work? has anyone checked how the post office work? You stand on line get the package scanned in, go home immediately look at the receipt the post office gives you and if you are lucky the post office scan with show up.............but what happens when it does not? this has happened to me more than one time.  I get receipts but sometimes the package tracking  does not who the first scan from the post office and how the scan the next day or the day after.  What is the reason for waiting on long lines to personally hand the package to the post office agent, they scan in the package in front of your eyes and not have the package show up for one day two day etc... I have seen this time  again but I have all the receipts from the post office  to show the proof the package has been given to the post  office.

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

by: tbyr This user has validated their user name.

Thu Aug 27 10:01:44 2015

This will not solve the USPS problems: I do not know how it will work? has anyone checked how the post office work? You stand on line get the package scanned in, go home immediately look at the receipt the post office gives you and if you are lucky the post office scan with show up.............but what happens when it does not? this has happened to me more than one time.  I get receipts but sometimes the package tracking  does not who the first scan from the post office and how the scan the next day or the day after.  What is the reason for waiting on long lines to personally hand the package to the post office agent, they scan in the package in front of your eyes and not have the package show up for one day two day etc... I have seen this time  again but I have all the receipts from the post office  to show the proof the package has been given to the post  office.

I have addressed this several times with the supervisor of the post office where I go and they tell me that it happens sometimes and he has no control over it. This is how their computer program works and he know there is a problem but he cannot fix it

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

by: dr shock This user has validated their user name.

Thu Aug 27 10:36:25 2015

My prediction is that eBay is going to make returns mandatory for all sellers for any reason & they're putting out a  positive spin first to soften the blow.

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

by: ebay refugee camp This user has validated their user name.

Thu Aug 27 12:35:01 2015

Is ebay trying to force sellers to ship using priority mail and not 1st class parcel? Ebay would benefit greatly in fees if that is the case and in my opinion it is the case
She states:
"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"
First and Foremost  
How can we meet the delivery date if the USPS is delaying packages at sorting facilities across the US.
Right now as I write this the USPS  sorting center in Jacksonville, Florida is delaying packages five days or more this is a true fact.
Not to mention the USPS routinely does not do acceptance scans unless the item is taken to the counter and then they complain if you hold up the line. What about that ebay?
It is completely and totally unfair to sellers to judge or punish a seller for the USPS downfalls.
The problem lies with first class parcel which is more cost effective for sellers mailing packages 13 ounces or less, those packages are routinely delayed and go past ebay's dream of a delivery date.
Ebay is not addressing the delivery date issue if it is not the seller's fault. If the seller ships when it states, it is now in the habds of the USPS.
To completely dismiss this problem tells me that ebay will continue to give defects for delivery times after they ship on time until the seller changes to priority mail which the USPS guarantees 2-3 day delivery and they do that most of time without a delay. The fees ebay would gain would be a windfall and I believe this is what is happening because ebay certainly has a track record of doing things which hurt sellers  and gains fees for them without batting a eye.
The second thing what about all the sellers who sell customized items which the buyer must provide colrs, names, dates and etc. in which at least 20 percent of buyers do not and delay the process of shipping and delivery. The products cannot be made until after the buyer completes their part. This is a large part of ebay and that is being ignored, again not the seller's fault, and again ebay is well aware.
I have asked myself a thousand times, why ebay is ebay doing this to honest sellers? Common sense tells me that sellers should not be punished, common sense tells me that ebay should provide the customer input boxes for the buyer to fill in names, dates, etc but ebay will not, they would rather punish the seller.
Now its no changes until 2016.
My advice to my family who is doing the grunt work on ebay is to continue building the business elsewhere online.
It is clear that ebay is not serious about changes.

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

by: Tornad0sRul This user has validated their user name.

Thu Aug 27 12:44:14 2015

If EBay took Volvo351's advice I would never order anything on EBay ever again.  One of the biggest problems with sellers on EBay is the ones who procrastinate or are lazy and do not get their packages out in a timely manner. Those bad sellers are the ones who ruin it for the sellers like myself who gets the package in the hands of the USPS within hours of receiving payment.  Those bad sellers also ALWAYS blame the carrier for the slow processing time, they specifically blame the USPS.  I always use USPS and it is the fastest shipper/carrier there is.  Their Priority Mail beats the pants off Fed Ex and UPS for delivery time and their reliability has been phenomenal for the last 7 years of shipping items all over the world, yet I constantly see lazy dishonest sellers pointing the finger at them.  Without the ability to identify and punish the bad sellers who do not work hard to get the packages processed and shipped in a timely fashion there would be slow shipping for every purchase.  PLEASE don't do that EBay.  If you do I will shop somewhere else.  I have notice the shipping is getting slower and slower on EBay as the bad sellers continue to complain and blame the carriers/shippers.

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

by: nsc This user has validated their user name.
Web Site

Thu Aug 27 12:48:46 2015

We all know that the eBay landscape is littered with craters from Donahoe's destructive innovations. But so far, Wenig has been taking baby steps in a positive direction. This looks like another such baby step. If he implements it as promised, it will be a positive step and should be encouraged as such.

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

Thu Aug 27 12:58:03 2015

Dr. Shock says "My prediction is that eBay is going to make returns mandatory for all sellers for any reason & they're putting out a  positive spin first to soften the blow."

I have been thinking the same thing.

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

Thu Aug 27 13:03:43 2015

Tornad0sRul says "One of the biggest problems with sellers on EBay is the ones who procrastinate or are lazy and do not get their packages out in a timely manner."

You have stated this many times here. What evidence do you have that sellers are doing this? I don't know if it is a half glass empty thing, but I for one don't think that this is happening very often.  As heavy handed as eBay is, I'm guessing a seller who is in the habit of doing that would not last very long on today's eBay.

And pray tell, in your mind, what exactly is a "timely" manner?

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

by: geministuff28 This user has validated their user name.

Thu Aug 27 13:29:05 2015

Rexford....

DITTO!

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

by: Tornad0sRul This user has validated their user name.

Thu Aug 27 16:07:43 2015

@Rexford, I have personally heard a seller say that they are "bad" about getting their items out, one seller even said that it's one of their biggest problems, and I have ordered hundreds of items on EBay.  The simple law of numbers will prove that there is a portion of sellers who don't enjoy packaging and will put it off as long as they can. I have seen how some of them print the label but the tracking shows the day that it was received into the carrier system and there is a one or two day delay, sometimes more.  Surely you know that the difference in shipping times varying so much by seller is not because the carriers/shippers are that unreliable and unpredictable?  With the technology today a shipper has the shipping times accurate and predictable and there are definitely not as many shipper errors as many of the dirty and corrupt sellers use as an excuse.  Some procrastinating sellers even use tricks with their label printing and tracking to make it look like they packaged up the item and got it into the shipping system immediately when realistically they did not.  Do you have any idea how many dirtbags go onto EBay every day and try to steal money using dirty selling tactics?  Even Judge Judy gets those cases occasionally.  lol. One time I saw on Judge Judy how a dirtbag mother of 3 put a photo of a cell phone on EBay and she placed at the bottom of the ad in small print that she was simply selling a "photo" of a cell phone, and the defending litigant even went on to say that the lady buyer was dumb for paying $200 for a "photo" of a cell phone!  This crap happens every day on EBay and when they get caught they simply change their ID and accounts and do it again.  They are called "career criminals" and theft is how they make a living.  What planet are you from?

And considering that the customer  always comes first, and your business depends on them, then they should be your first priority and when you receive money from them you should immediately get their package in the mail.  Shipped, and I mean really shipped and not just the label printed making it look like it was shipped that day when it really wasn't, within 24 hours from the time of payment receipt, is good service.

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

by: nordicgal This user has validated their user name.

Thu Aug 27 16:12:57 2015

@tornados...

I also agree that I haven't found any particularly slow shipping sellers lately.  If you printed your label right away and held onto the package for a while it would affect your rating and you would be gone eventually and for certain lose your TRS status/discount

@dr shock, Rexford.  It was my understanding that eBay has already planned to make hassle free returns    mandatory for everyone by the end of the year.

''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''

This is exactly how it is now.  They aren't saying anything new...blah, blah, blah

The ''OR'' is not within a sellers control

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