Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Wed Jan 2 2019 17:18:39

eBay to Launch New Seller Protections in 2019

By: Ina Steiner

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eBay will launch new seller protections in 2019 in recognition of the fact that sellers face fraudulent returns and false claims from buyers. 

Bob Kupbens, eBay VP of Seller & Marketplace Operations, revealed the plans during a New Year's Day podcast where he and Scott Cutler, Senior Vice President of the Americas, discussed the marketplace's 2018 performance and looked ahead to 2019.

"There's a big thing you'll hear more about in 2019 around trust," Kupbens said, "and basically what it means to be a partner and how do we make sure that if you're a great seller, we trust you."

"Scott's going to talk a little bit about that, but whether it's an item not as described or fraudulent returns or other things, we know there's some issues there and we're going to build some seller protections in in 2019," he continued.

Scott Cutler confirmed changes were on the way, though he provided no details. He said from a policy perspective, eBay would focus on seller protections in the New Year. "Recognizing that it is our sellers that power that environment and I think many of our sellers have felt as though we've swung the pendulum too far to only focus on buyers. Seller protections is another area that I anticipate us to make some great moves into 2019 that are sellers will feel and I believe recognize."

Kupbens and Cutler were also full of apologies for the technical problems that plagued eBay in 2018. We report on the podcast in today's EcommerceBytes Newsflash.

What changes do you think eBay will make to seller protections, and do you think they'll apply to all sellers? What changes do you think it should make to protect sellers from bad buying behavior, including fraud?

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Readers Comments

Perminate Link for eBay to Launch New Seller Protections in 2019   eBay to Launch New Seller Protections in 2019

by: ebayout This user has validated their user name.

Thu Jan 3 14:06:33 2019

It's eBay's ball and eBay's playing field.
Sellers are at a constant disadvantage because we have to deal with ebay one-on-one...ebay gets to deal with us en masse from a monolith position.
It's like attacking that alien mother ship in Independence Day.

Perminate Link for eBay to Launch New Seller Protections in 2019   eBay to Launch New Seller Protections in 2019

by: ebayout This user has validated their user name.

Thu Jan 3 14:36:17 2019

Seller protection is a hands on issue. Do they have enough warm bodies to address all disputes?
Of course they don't, and can't afford them anyway.
Obfuscate...Obfuscate...Obfuscate. It's really getting old.

Perminate Link for eBay to Launch New Seller Protections in 2019   eBay to Launch New Seller Protections in 2019

This user has validated their user name. by: thehosst

Thu Jan 3 14:56:15 2019

eBay allows penny hungry Dropshippers to run wild, they not even care about Customer Support, so now every buyer thinks we are all crooks, eBay Enjoys allowing scammers and abusive cheapsters to stain seller profiles with retaliation feedback, instead of focusing on Product reviews. Amazon removes negative feedbacks when they feel is affecting their sales, but eBay, no, eBay promotes negative feedbacks, when there is claim, they are so stupid to say they "paid out of their pocket", allowing abusive scammers to think that if they don't get a refund from the seller, they will get a refund from eBay, what a joke!

Perminate Link for eBay to Launch New Seller Protections in 2019   eBay to Launch New Seller Protections in 2019

This user has validated their user name. by: CanBrit

Thu Jan 3 15:23:17 2019

The proof is always in the pudding and they don't have a clue about the recipe.

Flat, flat, flat.

Perminate Link for eBay to Launch New Seller Protections in 2019   eBay to Launch New Seller Protections in 2019

by: maxmad This user has validated their user name.

Thu Jan 3 18:40:40 2019

this company is not to be trusted , period

Perminate Link for eBay to Launch New Seller Protections in 2019   eBay to Launch New Seller Protections in 2019

by: Dellthorpe This user has validated their user name.

Thu Jan 3 19:13:14 2019

Anyone that has sold on eBay know they r sewer scum. What they do is criminal
not civil and should b reported to the FBI - ic3.gov because the FBI aid in charge of cyber crime. Do not let EBay know u r going to report them they will delete your seller record and lie. Be prepared if I report them to the USDOJ and BBB they will lit their tail off. The managers one csr r the ones that one day will serve time while Devin and Pierre ant the rest of the thief’s will pay a fine and walk away. I wish every seller would move to Bonanza.com and all the buyers will follow. EBay board would sell their mother if someone would bid on her. Again it only takes a minute to report to ic3.gov. Again print off the evidence and do not tell EBay u r reporting them.

Perminate Link for eBay to Launch New Seller Protections in 2019   eBay to Launch New Seller Protections in 2019

This user has validated their user name. by: toolguy

Thu Jan 3 20:24:16 2019

@Dellthorpe

What crime has eBay committed?

California or Federal penal code?

Can't cry wolf unless I know what crime they committed. . . .

Perminate Link for eBay to Launch New Seller Protections in 2019   eBay to Launch New Seller Protections in 2019

by: mjr55 This user has validated their user name.

Thu Jan 3 22:04:04 2019

Sadly, most of you posting don't even know the half of this.

You are worried about the occasional item you get back that is damaged or different and losing your $50.

The REAL fraud here is the 4% increase in FVF fees for some "secret" and anonymous calculation of a normal return percentage for INAD and Ebay's blatant refusal to remove these returns are opened wrongly, fraudulently, incorrectly, etc. This has cost us an extra $1,400.....$1,250, and $1,477 EXTRA in final value fees the last 3 months. Yes, over $4,000 PROFIT taken from us because of returns open supposedly for INAD in which 88% of these opened INAD returns were false or wrongfully opened by the buyer (yes, all documented in emails and on the return request messages).

I am sure some of you are also affected by the INR penalty where they add 5 business days onto handling time if you have too many INR cases opened REGARDLESS of whether you shipped the package on time and it was scanned delivered on time. Adding those 5 days on would kill a seller's sales. Also, it doesn't even make sense. What is the point of adding 5 days on when the INR'S are being opened not because the item was late....but when it was scanned delivered...is that extra 5 days going to magically make packages appear that were already scanned delivered? What kind of business-stupid people come up with these horrible (and likely illegal) rules?

Perminate Link for eBay to Launch New Seller Protections in 2019   eBay to Launch New Seller Protections in 2019

by: pace306 This user has validated their user name.

Thu Jan 3 22:32:39 2019

A criminal charge of aiding and abetting or accessory can usually be brought against anyone who helps in the commission of a crime, though legal distinctions vary by state. A person charged with aiding and abetting or accessory is usually not present when the crime itself is committed, but he or she has knowledge of the crime before or after the fact, and may assist in its commission through advice, actions, or financial support. Depending on the degree of involvement, the offender's participation in the crime may rise to the level of conspiracy.

For example, Andy draws a floor plan of a bank, knowing of Dan's intention to rob it. After Dan commits the robbery, Alice agrees to let him store the stolen money at her house. Both Andy and Alice can be charged with aiding and abetting, or acting as accessories to the robbery.

If you were to serve on a jury in a federal court, you would be instructed that the crime of aiding and abetting requires the prosecution to prove, beyond a reasonable doubt, that:

A crime was committed; (theft/fraud)
The accused aided, counseled, commanded, induced or procured the person committing the crime;
The accused acted with the intent to facilitate the crime

For example, eBay forces returns without examining the item(s). They allow no proof - not even if the postmaster (federal employee) signs a statement of verification. eBay profits for the sale or lack thereof in many ways, from the extra %4, from the profit on returns labels, letting Paypal keep the 30 cent fee, from a false claim ruining a sellers account and therefore loss of business ... it goes on and on.

Whether or not you can compare the 2 - most junior 1rst grade lawyers can - but eBay isnt the target anyone wants - they are NOTHING - a pimple on a flies butt compared to the big catch ... AMAZON - so nothing happens.

THATS what he meant (I think)

Perminate Link for eBay to Launch New Seller Protections in 2019   eBay to Launch New Seller Protections in 2019

by: comments This user has validated their user name.

Fri Jan 4 05:52:50 2019

I have every confidence that any change will not cover anything that matters. We don't even have a means to report buyers who OBVIOUSLY chose the wrong reason for a return carelessly or not knowing any better, so I can't see ebay coming in and stopping a fraudulent switcheroo one or the like.

Then the problem remains that any leverage given to sellers will just be abused and taken back as quickly as they were given just like the 2 weeks feedback was removable.

I have never had a reason to dispute a return but it would be nice to be able to do so if the buyer was doing something illegal. It sucks to know that my only option if a buyer steals my item is to refund them anyway....and that a call to ebay would yield the "cost of doing business" speech without any consideration for buyer complains or recognition of my perfect service record.

Perminate Link for eBay to Launch New Seller Protections in 2019   eBay to Launch New Seller Protections in 2019

by: maxmad This user has validated their user name.

Fri Jan 4 08:21:31 2019

@toolguy

18 U.S. Code § 2320 - Trafficking in counterfeit goods or services

Perminate Link for eBay to Launch New Seller Protections in 2019   eBay to Launch New Seller Protections in 2019

This user has validated their user name. by: toolguy

Fri Jan 4 11:17:45 2019

@maxmad

Yes, eBay SELLERS have been know to sell counterfeit items!

So have Amazon SELLERS

But NEITHER eBay or Amazon sell counterfeit items, so hence neither has committed a crime.

Both Amazon & eBay have anti counterfeit teams assisting law enforcement on such activity. . .

Perminate Link for eBay to Launch New Seller Protections in 2019   eBay to Launch New Seller Protections in 2019

This user has validated their user name. by: NoMoreEbay

Fri Jan 4 11:18:03 2019

@toolguy

While not criminal per se. It is certainly a class actionable offense.

Conflict of Interest - When a company succeeds in influencing the outcome of a decision for personal benefit.

i.e. Dismissing written proof of a case favoring the seller then administering a 4% fee based on said fraudulent outcome.

Perminate Link for eBay to Launch New Seller Protections in 2019   eBay to Launch New Seller Protections in 2019

by: iSueBuyers This user has validated their user name.

Fri Jan 4 13:32:17 2019

I doubt eBay does anything significant. If you guys want to force ebay to implement actual seller protection -- start taking advantage of their arbitration agreement.

They either settle with you, or spend $3k+ in arbitration filing fees. If every seller started using arbitration against eBay, they would have to make meaningful changes.

Perminate Link for eBay to Launch New Seller Protections in 2019   eBay to Launch New Seller Protections in 2019

This user has validated their user name. by: NoMoreEbay

Fri Jan 4 14:56:22 2019

@iSueBuyers

It's a shame more sellers aren't aware of this valuable tool. For any claims less than 10k, ebay pays every cent of the arbitration fees, or as you said, settles.

However, if the arbitrator deems the seller's case to be frivolous, the seller must reimburse ebay the fees.  

Perminate Link for eBay to Launch New Seller Protections in 2019   eBay to Launch New Seller Protections in 2019

by: fifilapew This user has validated their user name.

Fri Jan 4 20:03:22 2019

HAHAHA, sure they will...the sinking ship can barely keep it self afloat...don't hold your breath

Perminate Link for eBay to Launch New Seller Protections in 2019   eBay to Launch New Seller Protections in 2019

This user has validated their user name. by: toolguy

Sat Jan 5 11:34:35 2019

I'm going to need seller protection!

People on the Yahoo finance board are threatening to damage my eBay accounts because of my PRO eBay attitude.

I can honestly say that in all of my years of being pro eBay no one from this site or any other site has gone after my eBay accounts.

Just proves that 99.9% of people are honest and good. . . Let's hope I didn't find the bad apples!

Perminate Link for eBay to Launch New Seller Protections in 2019   eBay to Launch New Seller Protections in 2019

This user has validated their user name. by: QueenMab

Sat Jan 5 13:46:23 2019

Lip Service & nothing more. Greedbay talks a good game but doesn't deliver on any promises made to Sellers. Don't hold your breath for Seller Protection. Just another myth.

Perminate Link for eBay to Launch New Seller Protections in 2019   eBay to Launch New Seller Protections in 2019

by: buffalochick This user has validated their user name.

Sat Jan 5 14:49:41 2019

Read the title of this article. Had to look to see if it was April 1 already...What a joke.

Perminate Link for eBay to Launch New Seller Protections in 2019   eBay to Launch New Seller Protections in 2019

This user has validated their user name. by: Marie

Sat Jan 5 15:48:51 2019

@toolguy

I'm sorry to hear this is happening to you.  I've had the same thing happen once or twice here on this site, but David made a quick response or something to that poster and I never heard from them again.  

There is no excuse to go after someones business because they don't agree with you on a subject.  If we all agreed about everything, blogs and forums would not be necessary as everything is the same for everyone.

While you and I may not agree sometimes, it would never even occur to me to try and damage your business because of this.

I hope they were just trying to bully you into submission and nothing more.

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