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Great Service makes the difference in 2008
A message from Mark Lewis, eBay
eBay is delighted to announce a series of substantial new benefits for sellers on eBay.co.uk, including a reduction in Insertion Fees of up to 33% and volume discounts of up to 40% on revised Final Value Fees.
Who benefits? Seller service makes the difference
Ask successful sellers on eBay what drives their success and many will say it comes down to good old-fashioned service – giving buyers what they want, at a great price, and the confidence that any problems they encounter will be sorted.
It’s this service that keeps buyers coming back again and again - over 15 million in November 2007 alone.
Starting today, we’re introducing a series of changes, based on feedback from sellers and buyers, that will provide clear incentives and rewards for sellers to continue offering good service, and give buyers even greater confidence to come back more.
At the same time we’ll be making sure that the minority of sellers who continue to undermine your good reputation by offering poor service find it much harder to compete.
What does this mean for me? Reductions and Rewards
Provide good service and you’ll get better visibility in search results and the opportunity to enjoy volume discounts of up to 40% on our new Final Value Fees.
Service will be measured by Detailed Seller Ratings left anonymously by your buyers over your previous thirty days’ trading. These changes go live in February, so please act now to keep your service levels high and qualify for the benefits.
Alongside this, many sellers tell us that the upfront risk of listing an item is too great. In response, eBay is pleased to outline below a reduction of up to 33% on your insertion fees that will significantly reduce this risk and rebalance fees to better reflect successful sales.
That’s just the start
Please take the time to read through all the details on this page. There will be a series of Q&A sessions on the Community boards over the coming weeks and as always we look forward to your feedback. Of course, we’ll continue to update you as these changes take effect.
Finally, thank you for your support throughout 2007. By championing and rewarding good service and reducing some of your risks, we hope to make a positive difference to sellers’ businesses and buyers’ experiences, and we wish you continued success for the year ahead.
eBay is delighted to announce a series of substantial new benefits for sellers on eBay.co.uk, including a reduction in Insertion Fees of up to 33% and volume discounts of up to 40% on revised Final Value Fees.
Who benefits? Seller service makes the difference
Ask successful sellers on eBay what drives their success and many will say it comes down to good old-fashioned service – giving buyers what they want, at a great price, and the confidence that any problems they encounter will be sorted.
It’s this service that keeps buyers coming back again and again - over 15 million in November 2007 alone.
Starting today, we’re introducing a series of changes, based on feedback from sellers and buyers, that will provide clear incentives and rewards for sellers to continue offering good service, and give buyers even greater confidence to come back more.
At the same time we’ll be making sure that the minority of sellers who continue to undermine your good reputation by offering poor service find it much harder to compete.
What does this mean for me? Reductions and Rewards
Provide good service and you’ll get better visibility in search results and the opportunity to enjoy volume discounts of up to 40% on our new Final Value Fees.
Service will be measured by Detailed Seller Ratings left anonymously by your buyers over your previous thirty days’ trading. These changes go live in February, so please act now to keep your service levels high and qualify for the benefits.
Alongside this, many sellers tell us that the upfront risk of listing an item is too great. In response, eBay is pleased to outline below a reduction of up to 33% on your insertion fees that will significantly reduce this risk and rebalance fees to better reflect successful sales.
That’s just the start
Please take the time to read through all the details on this page. There will be a series of Q&A sessions on the Community boards over the coming weeks and as always we look forward to your feedback. Of course, we’ll continue to update you as these changes take effect.
Finally, thank you for your support throughout 2007. By championing and rewarding good service and reducing some of your risks, we hope to make a positive difference to sellers’ businesses and buyers’ experiences, and we wish you continued success for the year ahead.
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Reducing risk: up to 33% off Insertion Fees
We’re reducing the upfront risk of listing an item by reducing Insertion Fees by up to a third.
Instead, the majority of fees will now be payable as a Final Value Fee, only if and when an item sells, aligning your total fees much more closely to your selling success. This change will come into effect from 20th February 2008 in most categories. Better visibility for better sellers
In December 2007 we started significantly reducing the visibility of listings from the few sellers who turn off buyers and taint good sellers with exorbitant P&P charges. As a result, good sellers now come up higher on the search results list.
From February we’ll be looking at other areas of seller service – as determined by Detailed Seller Ratings for communication, dispatch times and accuracy of item description - and increasingly using these to demote sellers who offer poor service, whilst making sure that good sellers rise to the top and get the best visibility in front of buyers. We’ll also continue to review the benchmarks for ‘good performance' to ensure these are fair and effective. Act now to keep improving your service levels and Detailed Seller Ratings and we look forward to giving you notice as the changes take place via the Announcements Board. Evolving Feedback
Feedback is at the heart of the eBay marketplace. It’s the simplest and most effective way for strangers to trust and transact together, and to recognise and reward each other when that transaction has gone well.
However, the system doesn’t always work well and is in some cases actually stopping buyers from returning to shop on eBay; for example, a poor seller avoids a deserved negative rating by threatening the buyer with an unfair retaliatory negative Feedback. We’re now introducing fundamental changes to Feedback, so that buyers have even more confidence telling good sellers apart from the bad and you enjoy a more accurate reflection of your selling success. Offering safe payment and protection
Buyers tell us they are more confident and likely to buy on eBay.co.uk when PayPal is offered as a payment method. It also means we can offer reassurance and protection should things go wrong.
As a result we’ve already made it compulsory for buyers and sellers to use PayPal in certain categories as part of our ongoing efforts to protect eBay buyers and sellers. We’re now extending both the requirement to offer PayPal to buyers and the protection we provide to sellers so that people can shop and sell with more confidence across the site. |
Rewarding great sellers: up to 40% off Final Value Fees
Following your feedback, we’re delighted to introduce a new volume discount scheme, available from February.
If you’re a high volume, business-registered seller providing a good service to your buyers, as measured by your Detailed Seller Ratings, then we’ll recognise your success by giving you a discount of up to 20% off your Final Value Fees. If you’re an active member of the PowerSeller programme, you can qualify for the highest volume discounts - up to 40% off your Final Value Fees. With the Discounts coming into action from February, it’s worth working on your service levels and Detailed Seller Ratings now to enjoy the benefits. To learn more about the discounts available, see the “Discount” section within our price changes. The scheme will replace the eBay Rewards programme, which was our first step towards rewarding high volume sellers. Good service & thirty-day Detailed Seller Ratings
Sellers who provide a good service to buyers will increasingly enjoy benefits in terms of pricing and visibility.
Service levels are judged on Detailed Seller Ratings left by your buyers. From February we’ll start gathering and acting on your Ratings over thirty-day periods, meaning you can improve your customer service within a short time-frame to enjoy the benefits. A new tool called Seller Dashboard, will enable you to monitor and maintain your Ratings during those thirty-day periods. Make sure you continue acting on your Detailed Seller Rating feedback to improve your service levels, and we’ll continue to explain to buyers how best to leave these Ratings. Registering as a business on eBay
EU law states that anyone who is trading as a business must clearly indicate this to consumers – something we enable by offering business accounts.
PowerSellers who are not already registered as business sellers on eBay.co.uk are now required to upgrade their account. It’s free and only takes a few moments. Register as a business In the coming months we will also help you understand your obligations to customers in terms of the basic information and service levels which you need to provide them about your business. |
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