Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Fri Nov 3 2017 11:22:44

eBay Surveys Sellers on More Changes to Messaging

By: Ina Steiner

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eBay is conducting a survey asking sellers about its "M2M" member-to-member messaging system. The first question asked recipients if they were aware of the "no personal contact info allowed in messages" eBay policy.

Sellers have reported that the policy has resulted in wrist-slaps, restrictions, and suspensions in eBay's attempt to penalize users for taking transactions off eBay, but many say the enforcement of the policy is deeply flawed.

eBay followed the initial survey question with ones relating to possible changes to the system:

"eBay is considering possible feature additions to its member-to-member (M2M) communications. For the set of features given below, please rate your requirement on a three-point scale between "Must have this feature" and "Don't need this feature.""

The features included the following:

- From messages, turn dates and times into links that you can add to your calendar.

- Add a photo to a message.

- Search your messages for any keyword that you want.

- Show the date and time that a message was read.

- Add a PDF of product specifications to a message.

- Within messages, see a conversation with someone all at once.

- Be able to put your messages into different folders.

- The username and feedback score of a person sending you a message.

- In messages, automatically show answers to your buyer for common questions. For example, if they ask about a return, automatically show them how to initiate a return so that you do not have to intervene.

"eBay is also considering feature additions which can make responding to buyer messages easier and user friendly. For the set of features given below, please rate your requirement on a three-point scale between "Must have this feature" and "Don't need this feature.""

- Custom one-click responses that you set up yourself, such as:
- Let me take a look and get back to you
- I can combine shipping if you buy more than one item
- I won't break up the set to sell just one

- Send offers to the person sending you a message about a particular item

- One-click present responses that eBay provides for you, such as Yes, No or Thanks

- As a seller, offer an exclusive discount for the person sending you a message

- Let buyers start an item return directly from a message

- Initiate a video chat between buyer and seller about a listing

- From within messages, offer an exclusive bundled package deal of several items

- Start a voice call via eBay between a seller and a buyer to discuss a listing.

Have you been impacted by the new policy, and what do you think of the changes eBay is considering to member-to-member messaging?




Comments (38) | Leave Comment | Permalink

Readers Comments

Perminate Link for eBay Surveys Sellers on More Changes to Messaging   eBay Surveys Sellers on More Changes to Messaging

by: FeelingFroggy This user has validated their user name.

Fri Nov 3 11:41:51 2017

WE no longer answer any messages. Mostly they are from the buyer who wants to know what color the red sweater is in the title. When buyers are to lazy to read we are to lazy to reply.

We don't take offers on anything and if the buyer has a problem with something thats why they should open a case. We pay someone to handle those.

Its time for the buyers to READ THE DESCRIPTION.

Perminate Link for eBay Surveys Sellers on More Changes to Messaging   eBay Surveys Sellers on More Changes to Messaging

by: eBay Shill Buster This user has validated their user name.

Fri Nov 3 11:51:25 2017

I really don't think sellers really care what the moron executives do any longer, Devin and the bumbling leadership team is busy at work ruining eBay, now they are assaulting the MyeBay interface with their new time wasting pages begging for sellers to opt into that trash like they did with Seller Hub.

Devin has to be fired, end of story, his idiotic intelligence has ruined eBay to the point where users do not want to use the site or list on eBay any longer.

They can hardly serve a web page to users, they are running ghost versions of new pages behind the old eBay right now, I have seen the new pages their bad coding has running in the background.  

Perminate Link for eBay Surveys Sellers on More Changes to Messaging   eBay Surveys Sellers on More Changes to Messaging

by: ebayout This user has validated their user name.

Fri Nov 3 12:00:51 2017

Where's the one-click option to forward a buyer inquiry to the CSR group?
They know EVERYTHING.

Perminate Link for eBay Surveys Sellers on More Changes to Messaging   eBay Surveys Sellers on More Changes to Messaging

by: eBay Shill Buster This user has validated their user name.

Fri Nov 3 12:14:33 2017

Devin's changes have ruined eBay for most sellers, it is no secret any longer that paying eBay for a store is a waste of money when search, the seller interfaces and a lot of other modules change daily because the morons think that running tests is going to increase sales which it will not.

Only traffic will increase sales and Devin is so stupid he really does not understand this fact.

This is the reality of eBay for most sellers.

  https://community.ebay.com/t5/Selling/Ebay-finally-pushed-me-out/m-p/2
7694103#M1078747

Perminate Link for eBay Surveys Sellers on More Changes to Messaging   eBay Surveys Sellers on More Changes to Messaging

by: ebayout This user has validated their user name.

Fri Nov 3 12:35:41 2017

ebay has become a blind man feeling for a step that isn't there.

Perminate Link for eBay Surveys Sellers on More Changes to Messaging   eBay Surveys Sellers on More Changes to Messaging

This user has validated their user name. by: toolguy

Fri Nov 3 12:37:34 2017

I don't understand??????

I have no problem sending or receiving messages with contact info. . . .

Perminate Link for eBay Surveys Sellers on More Changes to Messaging   eBay Surveys Sellers on More Changes to Messaging

by: pace306 This user has validated their user name.

Fri Nov 3 13:06:12 2017

When %72 of all holiday shopping is on Amazon ... THIS is what you do I guess (sarcasm off).

Yes it would be better if this "solution" was implimented BEFORE eBay invented this/created this entire issue ... but that would be TOO EASY - and as stated above - nobody really cares about "the way to get to San Jose" anymore.

Fill your cart with color = Fill your cart with BS - since eBay has nothing left but to tinker on the margins.

Traffic (John Barelycorn must die)(google it if you must) is ridiculously slow - and thats being KIND.

Yes the larger sellers have sales (I know of a few that are doing quite well ATM) but they are the ones that play eBays games - so eBay routes all the traffic to them.

eBays "promised" all the large sellers sales anyway (promises when they signed up for enterprise level stores) so smaller sellers like us get the crumbs of the crumbs.

Amazon (at least for me) is better ATM - but as more and more brands get gated ..... eBay is one of the few only places left.

The economy is good (best numbers in ages) so you cant "no ones buying" ... just no ones buying ON EBAY.

Read through the eBay forums - and you will see why - you will see the outrages by sellers at more hidden (so says that moron Trinton) rules as well as the HIDDEN defect for refunds on over payments for shipping with no email/notes attached to it.

Instead of trying to make sales, eBay just plays around with stupidities. YES there are off eBay sales, and there will always be off eBay sales - but if eBay concentrated on helping sellers make more ON eBay sales - the rest would be a moot point.

--------------------------------------------------------
---------------------------------

(for
my friend LasVagueness) (since we all know its comming)

I sell American Made Tools, you sell Chinese junky electronics (tell that to Sony, Nikon etc plz) and so Im doing well and you arent.

The people at eBaya rent stupid - you are - and if you would just listen to them when they tell you how to run your/their business - all would be fine.

In any case - IM GOING GREEN.

=)



Perminate Link for eBay Surveys Sellers on More Changes to Messaging   eBay Surveys Sellers on More Changes to Messaging

This user has validated their user name. by: Rexford

Fri Nov 3 14:31:57 2017

wrist-slaps, restrictions, and suspensions, OH MY!
wrist-slaps, restrictions, and suspensions, OH MY!
wrist-slaps, restrictions and suspensions, OH MY!

As for eBay surveys, they do what they want to anyway, so that is 10-15 minutes of your life that you will never get back if you participate.

Perminate Link for eBay Surveys Sellers on More Changes to Messaging   eBay Surveys Sellers on More Changes to Messaging

by: ebayout This user has validated their user name.

Fri Nov 3 15:11:35 2017

ebay is a couple more trial balloons from 4th place in ecommerce.
I always thought an MBA was a requirement to be an ebay exec...
turns out an MCB is...Master Carnival Barker.

Perminate Link for eBay Surveys Sellers on More Changes to Messaging   eBay Surveys Sellers on More Changes to Messaging

This user has validated their user name. by: eXtinctBay

Fri Nov 3 16:34:56 2017

@Froggy

''.....It's time for buyers to READ THE DESCRIPTION......''

TAKEN STRAIGHT FROM THE eBay ''GUIDELINES FOR BUYERS'' PAGE:

Make sure that you read the listing description before you bid.
Many of the problems buyers and sellers encounter are the result of simple misunderstandings about what is for sale and the terms of the sale. For example, some sellers only want to sell to bidders who live in a certain country, or who will pay using PayPal. Only bid on or buy an item if you can meet the requirements described in the listing. If you bid on an item and you don't meet the seller's requirements, we consider that unwelcome and malicious buying.

Perminate Link for eBay Surveys Sellers on More Changes to Messaging   eBay Surveys Sellers on More Changes to Messaging

by: eBay Shill Buster This user has validated their user name.

Fri Nov 3 17:10:45 2017

Your product description is being replaced whenever eBay can with the  READ THE Full DESCRIPTION button.

Why, so eBay can crowd out your product description with sponsored ads and cross promoting other items on your page.'

Yes, they are extreme morons and buyer have to open anther tab just to read the product description now, in the mean time eBay is running a full page of their idiotic catalog data and sponsored listings and the actual product description the seller made is no where to be found on that page full of ads.

Devin has to be fired, he has ruined eBay, they can't even serve a web page, so getting more traffic to the site will do no good.

Perminate Link for eBay Surveys Sellers on More Changes to Messaging   eBay Surveys Sellers on More Changes to Messaging

by: angryllama This user has validated their user name.

Fri Nov 3 17:36:42 2017

MEIN GOTT. ! ! !   I honestly do not see ANY SINGLE ONE of those "changes" that I WANT.   Not even ONE.

WHO.... other than  Best Buy Target and similar BIG BOX companies ever get enough QUESTIONS that they "need" to simplify their lives by giving AUTOMATIC replies or CANNED answers.... ?  

Perminate Link for eBay Surveys Sellers on More Changes to Messaging   eBay Surveys Sellers on More Changes to Messaging

by: eBay Shill Buster This user has validated their user name.

Fri Nov 3 18:04:17 2017

It is so hilarious when eBay ruins their own website and kill sales, then they treat sellers like crap, and at the same time send 'eBay Bucks promotions' out trying to get these same sellers to spend more money buying on eBay.

That is Devin's solution to the slow sales he himself has created, it is called grasping at straws and wasting time, something Devin has been doing at eBay for over 5 years now.  

Perminate Link for eBay Surveys Sellers on More Changes to Messaging   eBay Surveys Sellers on More Changes to Messaging

by: Snapped This user has validated their user name.

Fri Nov 3 18:56:30 2017

The desire to categorically dismiss what can be termed as a 'stupid' question is certanly understandable, and most experienced sellers can judge from the tone and content of queries if a particular buyer is more likely to be a 'problem', and thus include them in that dismissal 'policy'.

However, it is also true that there are quality buyers out there who might just be using the query seller feature to gauge responsiveness, patience, and tone of seller replies in the same fashion, in order to judge likelihood of 'fulfillment issues'.  

And regardless, at least a question received demonstrates some visibility for the item, and at least some level of interest, FWIW.  Just sayin'.

Regarding the 'features' being surveyed, it would appear that adapting some of them (PDF atch. for example) might actually increase the ability of a seller to pass contact info undetectable by their destructobots more easilly than happens now.  More evidence of a complete lack of 'think it through before hittng enter' that's so endemic to eBay, and thus impacts so many negatively.

Except for that special case tool perhaps, who seems always magically unaffected by this and every other issue the rest of the eBay universe experiences.  

But some of those seem actually somewhat useful.  If they worked.   It IS eBay after all.  They can barely spell I.T., much less perform it to any level of consistent competency.

And yeah, THIS is what's important to address right now.  Another fresh wrapping of duct tape on the jalopie's exhaust.  Kinda pointless when the engine itself needs a major overhaul just to run 'normally'.

Perminate Link for eBay Surveys Sellers on More Changes to Messaging   eBay Surveys Sellers on More Changes to Messaging

by: Volvo351 This user has validated their user name.

Fri Nov 3 22:18:13 2017

Please just put Ask-a-Question back where it was. I won't dare ask them to attempt to fix the stupid "Something Went Wrong - Sorry!" one-size-does-not-fit-all error message that appears when seller replies to a Q.

Perminate Link for eBay Surveys Sellers on More Changes to Messaging   eBay Surveys Sellers on More Changes to Messaging

This user has validated their user name. by: iheartjacksparrow

Fri Nov 3 22:19:11 2017

With regard to a video chat or voice call, since eBay is so terrified that sales are going to be taken off site, will there be filters to detect phone numbers or addresses spoken by the parties?  

Perminate Link for eBay Surveys Sellers on More Changes to Messaging   eBay Surveys Sellers on More Changes to Messaging

by: Volvo351 This user has validated their user name.

Sat Nov 4 09:14:17 2017

@Sparrow

Take 'sales" off-site? WHAT sales? Traffic is so Hiss Poor that I'm not even gettin' nibbles. Last 'question" I got was from a dumbass who asked me if I could list a certain item "next month" 'cuz he was broke THAT month. Must'a been waitin' for the EBT card to be recharged, or the SS check to hit the bank. That's what we're dealin' with here - when we're dealiin' at ALL - the bottom of the barrel. Oh, when I DID list it, he said "thanks but no thanks - price plus SHIPPING was too high!"

Perminate Link for eBay Surveys Sellers on More Changes to Messaging   eBay Surveys Sellers on More Changes to Messaging

by: OnlyPollyPocket This user has validated their user name.

Sat Nov 4 09:18:13 2017

Good grief!  I know ebay has no respect for sellers but to assume we are in need of "help" responding to inquiries?  Thank you, ebay, I don't need you to put words in my mouth.  I CAN manage to put together a germane response to my buyers questions.

CANNED RESPONSES?   Really???  Makes sellers as useless as ebay's Customer Helpless Desk.

Perminate Link for eBay Surveys Sellers on More Changes to Messaging   eBay Surveys Sellers on More Changes to Messaging

by: buffalochick This user has validated their user name.

Sat Nov 4 10:11:24 2017

"Instead of trying to make sales, eBay just plays around with stupidities. YES there are off eBay sales, and there will always be off eBay sales - but if eBay concentrated on helping sellers make more ON eBay sales - the rest would be a moot point."

OMG, truer words never spoken.  Ebay could screw up spelling the word IT.  They are so short-sighted and they are absolute morons when it comes to working smarter.  Do they have any feet left to shoot?  I don't want ebay doing ANYTHING automatically for me.  I keep them out of EVERYTHING I POSSIBLY CAN when listing/selling on ebay.  Don't ship through them, don't track through them, NOTHING.  Get ready for the "Heh, good news, we listened!" and then the knife being turned...

Perminate Link for eBay Surveys Sellers on More Changes to Messaging   eBay Surveys Sellers on More Changes to Messaging

by: eBay Shill Buster This user has validated their user name.

Sat Nov 4 13:49:07 2017

That moron Devin still has his head in the sand, all he has to do is read his own forums to see what sellers think of him, he does not need surveys.

 https://community.ebay.com/t5/Seller-Hub/Seller-Hub-Horrible/m-p
/27377536#M10888

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