Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Mon Aug 17 2015 23:54:08

eBay to Adjust Seller Performance Standards

By: Ina Steiner

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eBay's Devin Wenig has made no bones about the fact he would be making significant changes when he took over as CEO - he made it clear in an interview with the Wall Street Journal nine months ago, and he told shareholders on May 1st that eBay would be changing its feedback system.

Much is unknown, but several things are certain - eBay is changing the Returns process (see Tuesday's newsletter), and sellers can expect changes to performance standards. That news came in a letter some users received on Monday in which eBay invited them to attend its Seller Summit in September.

The letter said eBay's Vice President of Trust Laura Chambers would speak at a session at the summit and would share plans to "adjust performance standards, and to recognize sellers who deliver a great buyer experience."

In the program guide on its website, eBay also described a summit workshop on standards: "Seller performance standards are changing. Learn how you'll be recognized when you deliver a great buyer experience. And see how objective metrics will better balance subjective buyer inputs."

eBay did not share details, leaving sellers to wonder if eBay might roll back some of its unpopular changes or if it plans to institute new rules to the existing seller performance standards.

Several executives will speak at the seller summit, with eBay CEO Devin Wenig giving a keynote on September 10th at 1 pm where he will share his thoughts on the future for eBay and the opportunity for sellers.

That will be followed by a 2-and-a-half hour session called "New Opportunities with eBay" where "eBay executives will share buying and selling improvements, new opportunities for growth and ideas for selling more successfully to your customers."

eBay Chief Product Officer RJ Pittman and eBay Chief Technology Officer Steve Fisher will share "how eBay is innovating and changing." And Jordan Sweetnam, VP of Seller Experience, will talk about eBay's mission to make selling easier and more profitable.

While it's unclear when eBay will roll out these significant changes - it isn't giving sellers much time to adapt before the holiday shopping season if they launch before January. Sellers have made it quite clear they don't want changes introduced before or during the busy shopping season.

You can find more information about the Seller Summit eBay on the eBay website (PDF format).




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Readers Comments

Perminate Link for eBay to Adjust Seller Performance Standards   eBay to Adjust Seller Performance Standards

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

Tue Aug 18 00:09:09 2015

Here's a partial list of what these executives should be calling their latest schemes to further monetize ebafia.

"new opportunities for growth" Sell anywhere but here. We're dying.

"how eBay is innovating and changing" State of the 2000 programming and error messages every hour"

"recognize sellers who deliver a great buyer experience" Ebafia will send a certificate along with a gold star for their foreheads.

Wenig had better be wearing a tomato or egg proof outfit. I say outfir because I can't recall seeing a photo of any of ebafia's upper level management wearing a suit and tie.

Perminate Link for eBay to Adjust Seller Performance Standards   eBay to Adjust Seller Performance Standards

by: eBidder This user has validated their user name.

Tue Aug 18 05:41:57 2015

New petition on Change.org for exposing eBay's treatment of sellers: https://www.change.org/p/all-major-news-organizations-air-a-nationally
-televised-segment-on-the-injustices-of-ebay
 

Perminate Link for eBay to Adjust Seller Performance Standards   eBay to Adjust Seller Performance Standards

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

Tue Aug 18 06:44:20 2015

Don't hold your breath folks.

We have been in this same exact position before and what always happened?

My sales again died on Friday, all talk, same shat, different day.

Go spend your $65 or $95 and enjoy a day of smoky puffery.

(SHEEP SELLERS: PLEASE add upcs as without a "catalogue"- you are just unstructured data and we can't sell you).

Massachusetts Howler

Perminate Link for eBay to Adjust Seller Performance Standards   eBay to Adjust Seller Performance Standards

This user has validated their user name. by: Rexford

Tue Aug 18 06:52:12 2015

eBay have no choice BUT to adjust seller standards. With sales as slow as they are, most of their small and medium sellers would be guardrailed right off the site if they don't do something.

Still waiting on the information about the returns process. We already ended international sales because we refuse to pay for  international buyers' returns so I'm watching this like a hawk.

Perminate Link for eBay to Adjust Seller Performance Standards   eBay to Adjust Seller Performance Standards

by: brokentoys19 This user has validated their user name.

Tue Aug 18 07:03:13 2015

Odd that no concrete facts, figures or dates have been mentioned. The miraculous changes are always so vague and distant. Unlike secret, instantaneous midnight policy changes for example.

The weary whirring of Minn-Kota is much louder than the foreground message.

Zzzzzzzzzzzzzzzzzz


@eBidder, why such low amount of signatures on that petition? Shouldn't there be over 3000?

Perminate Link for eBay to Adjust Seller Performance Standards   eBay to Adjust Seller Performance Standards

by: sasikat9 This user has validated their user name.

Tue Aug 18 08:07:57 2015

Just another top secret '' we are going to help you '' fog....

I wouldn't hold my breath as they are probably going to do nothing to help anyone except them and the bottom line.

No matter what Fleecebay does the daily whiners will find something to complain about.

For us its business as usual. To busy getting orders together to worry about what some arrogant numbnut in an ivory tower is going to do to try an pacify the troops.

Someone told us a long time ago, that you can take 10,000 whiners and maybe 100 of those whiners will actually sign up to do something even thou they don't know what it is.  Only maybe one of them will actually do something that they think is going to change upper management.

Bottom line is Ebay is going to satisfy the stockholders before they even think of helping the sellers.  Just think of it folks all year everything Ebay has done has been to help the buyers. What makes one think that it is going to change at all.

So the rumor is that they are going to change the returns.  YEP going to help the sellers and save them some money.  Bottom line Ebay will probably require sellers to just refund the money on SNAD and not get the item back.  Hey thats saving the sellers money on return shipping. Sounds good to me.

Perminate Link for eBay to Adjust Seller Performance Standards   eBay to Adjust Seller Performance Standards

This user has validated their user name. by: RKTOYS

Tue Aug 18 08:28:48 2015

Do you ever wonder what it's like to be as stupid as people like this?  Here on the front lines, we have real, discrete problems (lack of visibility, fraudulent buyers, random policy changes, etc).  Cause and effect are very clear to us.  And then some cretin in a suit runs their mouth off about synergy paradigms vis-a-vis opportunities as if that word salad means a damned thing.

Perminate Link for eBay to Adjust Seller Performance Standards   eBay to Adjust Seller Performance Standards

by: unknown This user has validated their user name.

Tue Aug 18 08:31:57 2015

Curious minds want to know - when and why was it changed from

20th Anniversary Celebration

to

eBay Seller Summit

Perminate Link for eBay to Adjust Seller Performance Standards   eBay to Adjust Seller Performance Standards

by: maxmad This user has validated their user name.

Tue Aug 18 08:50:58 2015

We have lost ALL respect for ebay, whatever they say is an outright LIE,

We are not waiting around for ebay to ''change, adjust '' we have heard it all before, in fact the ebay wording actually sounds familiar, not falling for it again, we have made our own positive changes, and right now it's working more then good for us.

When sellers start praising ebay again, maybe and only maybe, we might add ebay to one of our other venues, but they will NEVER EVER again become our only venue, with our best products, those days are done.  

Perminate Link for eBay to Adjust Seller Performance Standards   eBay to Adjust Seller Performance Standards

by: rhawk This user has validated their user name.

Tue Aug 18 08:53:16 2015

MaxMad nailed it.

Highly unlikey these changes will be anything good for sellers.

Run people......run.

Perminate Link for eBay to Adjust Seller Performance Standards   eBay to Adjust Seller Performance Standards

by: queenfloraday This user has validated their user name.

Tue Aug 18 09:12:46 2015

Why aren't those changes in the middle of the night for the benefit of the seller? eBay, the mysterious mistress, still teasing.....

Perminate Link for eBay to Adjust Seller Performance Standards   eBay to Adjust Seller Performance Standards

by: pace306 This user has validated their user name.

Tue Aug 18 09:22:47 2015

@unknown ... it changed when only toolguy and 2 other people registered!

Seriously, who wants to pay to hear how they will steal more from you - all of us - can do that for free from "here".

As for changes .... LMAO - BS

eBay cant make any meaningful changes, they arent in the position to (unless they want things to get even worse then they are now).

Look at the circus clowns who are MCing the event. NOT A ONE of them has any real world experience in anything to do with selling or ecommerce.


The head of "seller experience" Jordan Sweetnam was a Senior Analyst for some financial firm before eBay - my cat knows more about selling then he does.

THIS is the guy thats gonna lecture ME (been in the business since 1984, and have worked in retail/wholesale/mail order/internet for $100 million companies)?

eBay cant compete with Walmart, Amazon, Jet or any of the others with out putting the screws to sellers.

All of the baove have 2-3 day shipping programs - eBay doesnt own anything - they cant ship anything. Therefore they have to FORCE sellers to do so for "FREE". At least those other companies get SOME reimbursement(s) (prime etc).

Returns? its an eBay profit center. Their answer is - make everything NO RETURNS (but we can force you ANYWAY) ... it just saves them money on TRSP sellers (that magic %20!).

If Wenig has a BRILLIANT idea - why not tell us now BEFORE the 3rd & 4th quarters? Why wait?

Watching paint dry is more exciting then eBay snoozefest - good luck to all the suckers that go - enjoy your free t-shirt.

Perminate Link for eBay to Adjust Seller Performance Standards   eBay to Adjust Seller Performance Standards

This user has validated their user name. by: toolguy

Tue Aug 18 09:44:53 2015

I'm going to try not to lose any sleep over this one!

I've sold 30,000 items in the last 15 years.

I've had 3 items returned in all that time. . .

Perminate Link for eBay to Adjust Seller Performance Standards   eBay to Adjust Seller Performance Standards

by: ebayclosed2016 This user has validated their user name.

Tue Aug 18 09:48:20 2015

Could care less. I just heard the changes are coming pep talk from CS 4 days ago. The same one I heard 4 years ago. Ebay was less than 10% of our revenue last month. 60% was from our own website, where we sell everything for 10% less.

I started asking the CS reps if they speak chinese. They usually ask why and I tell them they better learn to impress the chinese who will be their bosses soon.  

Perminate Link for eBay to Adjust Seller Performance Standards   eBay to Adjust Seller Performance Standards

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

Tue Aug 18 09:55:13 2015

At last, sellers will have their first opportunity to see what new CEO Devin Wenig has in store for sellers.

Changes to seller tools is little more than a big yawn, and not worth the cost of traveling and paying to find out how the newest dysfunction is going to replace the older dysfunction.

Changes to the return process will be the one to watch.  Sellers will find out very quickly if eBay is going to take steps to address the defects in the existing return policy, or if the new CEO is going to plant another foot firmly on sellers throats by making it easier for buyers to abuse the return process.

As an eBay seller, we stopped purchasing new inventory for sale on the defect laden platform and are clearing out inventory for a permanent exit.

At eBay - the beatings will continue until morale improves.

eBay's existing return policy has been a significant factor in the continuing downfall of the marketplace as evidenced by the continuing failure to grow sales. Sellers are abandoning the eBay platform in search of a marketplace that has not lost sight of the fact that sellers bringing merchandise to the marketplace helps the marketplace thrive, grow and prosper.

While it seems unlikely there will be any positive news for sellers, if by some miracle the return policy changes address and restrict the many buyer abuses built into the existing system, we might reconsider our decision to abandon eBay and maintain a small presence there.

If, as expected, the return policy changes make the existing draconian policies even tougher on sellers, then we will be eBay free by 2016.

Perminate Link for eBay to Adjust Seller Performance Standards   eBay to Adjust Seller Performance Standards

by: brokentoys19 This user has validated their user name.

Tue Aug 18 09:55:18 2015

@unknown LOL, saw that eh? Sometime since aug 6.

From "WE ARE TWENTY

And we're celebrating our amazing eBay sellers!
You're invited to eBay's
20th Anniversary Celebration" to what it is now. It's archived on the wayback machine

http://wayback.archive.org/web/20150806184251/http://pa
ges.ebay.com/weare20/

Also,
the pdf has been changed and/or edited. Change out the Overview1 part of the url to 2, 3 4 and see the changes. (the link above is Overview4)

http://pics.ebaystatic.com/aw/pics/evt/20a/eBayAnniv
ersaryProgramOverview1.pdf


Too
funny. Ebay... fixin' it on the fly.

Perminate Link for eBay to Adjust Seller Performance Standards   eBay to Adjust Seller Performance Standards

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

Tue Aug 18 10:23:51 2015

"eBay Says It Is Changing Returns Process".
This article was linked to this blog.
A person using Ebay as their selling venue has THEIR OWN return process and policy. Ebay must halt the over reach. People selling on Ebay each have their own stellar reputations (or not). Ebay cannot ride the coat tails of the sellers success. Ebay's stock price bares this out.
Until Ebay returns to its place in the undercurrent, no progress is made.

Perminate Link for eBay to Adjust Seller Performance Standards   eBay to Adjust Seller Performance Standards

This user has validated their user name. by: Rexford

Tue Aug 18 11:09:21 2015

Ric says "While it seems unlikely there will be any positive news for sellers, if by some miracle the return policy changes address and restrict the many buyer abuses built into the existing system, we might reconsider our decision to abandon eBay and maintain a small presence there."

Ric, I actually think that this change of return policies will either make or break eBay. If their policies become even more harsh for sellers, and cost sellers even more money, I see sellers leaving in droves.

The outcome of this (yes, it is always so secretive) will show Wenig's true colors.

Perminate Link for eBay to Adjust Seller Performance Standards   eBay to Adjust Seller Performance Standards

by: troglites This user has validated their user name.

Tue Aug 18 11:56:08 2015

''Seller performance standards are changing. Learn how you'll be recognized when you deliver a great buyer experience.''

That's was the same verbiage used to tout the unjust defect system, prior to its implementation.

Ebay does not care about how returns impact their sellers - it's no sweat off their backs because they don't lose any money - only the seller.

In keeping with Ebays tradition, unfortunately, I suspect things are only going to get worse.  

Perminate Link for eBay to Adjust Seller Performance Standards   eBay to Adjust Seller Performance Standards

by: Owen This user has validated their user name.

Tue Aug 18 13:01:31 2015

eBay has to stop punishing sellers with defects if they want to accept returns of items in the original condition.

eBay has to clean out buyers who return damaged goods, or a rock in place of the seller's good, original item. They should be kicked off eBay. They are nothing but thieves and should be punished.

eBay has to stop "rental" of seller's items.

180 day return policy is ridiculous. It only takes a few days to know if a buyer wants the item or not.

And while they are at it, perhaps, eBay should change everything to immediate payment, or at least payment within 24 hours, or the item gets returned back to seller's stock for immediate relisting, with no financial penalty.


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