EcommerceBytes-NewsFlash, Number 3054 - April 30, 2013     1 of 5

eBay Launches Seller Protection Hub

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In 2010, eBay took the unusual step of publishing a letter from CEO John Donahoe on the eBay home page during the holiday shopping season. In the letter, Donahoe explained how eBay Buyer Protection worked in order to increase buyer trust in the site. As part of the campaign, eBay sent 1 million postcards and 27 million emails to buyers informing them of the Buyer Protection program and placed ads across the Web.

By this time, the ubiquitous eBay Buyer Protection shield is familiar to most shoppers. Now the company has launched a PR campaign in which it is promoting its protections for sellers.

Since the fall, eBay has been spreading a message to sellers about its program to protect them from bad buyer behavior. Its outreach included an interview in EcommerceBytes with eBay Director of Seller Protections Rich Matsuura in December and a post on the eBay Announcement Board in February.

Since then, eBay has announced additional changes to its Seller Protection policy - Reducing unpaid items and Feedback Protection.

A new post on the eBay blog on Monday states that the Seller Marketing and Seller Protection teams recently launched an official eBay Seller Protection policy and points to a new eBay Seller Protection Policy landing page.

The eBay blog post states, "The Seller Protection policy's landing page provides sellers a single online destination to find out how they are protected when they sell on eBay. Content on the page highlights the technology and the dedicated team behind seller protection."

However, aside from pointing to a video released in February, the page does little more than link to the eBay Seller Protection Policy. For example, here's all it says about the dedicated Seller Protection team: "The Seller Protection Team deals with buyers who don't play by the rules so you can concentrate on selling. When you need us, we're here for you." A separate page contains more information and includes a link to the reporting hub where sellers can report bad buyers.

When online marketplaces oversee disputes between buyers and sellers, they look for certain information. Did the buyer pay for the item? Did the seller ship the item? And did the buyer received the item? eBay's buyer and seller protection policies state the measures that both parties must follow in order to be protected and explain what those protections are exactly.


About the author:

Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. She's a widely cited authority on marketplace selling and is author of "Turn eBay Data Into Dollars" (McGraw-Hill 2006). Her blog was featured in the book, "Blogging Heroes" (Wiley 2008). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com.


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