eBay sellers have questions for eBay executive Bob Kupbens ranging from eBay's return policies to the numerous glitches that have hit the site of late.
Kupbens, in charge of the seller experience, will take questions during a live Facebook video chat on June 27. However, this is eBay's version of an Ask Me Anything session, so questions will be pre-screened.
Sellers are taking advantage of the opportunity by asking detailed questions. One that struck a nerve with other sellers was more of a cry for help
than a question and received 6 comments from other sellers:
Sale gone to zero from several $thousand monthly. Help???
Hi Bob, I have had 1,300+ sales in the past 13 months. My Seller Rating is Top Rated with 100% Feedback. This year i was selling a LOT ($3000.00+ per month). Now it is barely a trickle. It's like my listings are not visible to buyers. eBay told me that i did not have to update my listings for their catalog. Something is seriously wrong & my business will crash soon if it stays this way. Please help???
Another submission that received 7 comments from other sellers dealt with eBay's placement of sales banners:
Visibility of Promotions
Hi, Bob, Thanks for taking questions! I am wondering if we could have some sort of banner or advertising on our listing page (most important) and on our store page when we create a promotion. For example, if I run a buy-1-get-1-free promotion, buyers currently are not seeing that until they add the first item to their cart. And they are not putting the first item in the cart because they have no idea it is basically half price.
We used to have a banner highlighting the promotion on the listing page. Would love to either have it back or understand the logic behind not advertising a seller's promotions on their listing pages and store page. Thanks!!
The Q&A comes as eBay sellers are grappling with the ramifications of this year's Spring and Summer Seller Updates, and several questions addressed concerns about returns. One seller said they saw an increase in serial returns, and cited Amazon's crackdown on buyers who abuse its returns policy. "What plans does eBay have to confront these problems? Can you elaborate on how eBay handles serial returners at present, and in the future?"
eBay is not hiding the fact it is pushing sellers to offer more generous returns as part of an effort to provide buyers with a "retail standard" shopping experience. In February, Kupbens published a post
titled, "Creating a Modern Retail Marketplace Together in 2018," where he wrote:
"Checking return policies before purchasing is another common behavior of the modern buyer. Data shows that 75% of buyers check return policies before purchasing. Additionally, sellers who switched to a 30-day free-return policy (from a no-returns policy) saw up to 15% lift in conversion. With this data in mind, we'll be encouraging you to update your return policies so you can convert more of your sales."
But as sellers have pointed out on the eBay discussion boards, Kupbens offers a no-return policy on his listings - how likely is he to address why when answering questions about eBay returns?
If you have questions about eBay policies and practices, you can submit them for the June 27th Q&A session by visiting this page