Seller Update

TAKE ACTION:

• Consider using the new eBay My Messages as your primary inbox for managing communications with eBay and with buyers.
• You can see the new emails for free with Selling Manager. If you send out your own post-transaction emails, make sure they don’t duplicate messages coming directly from eBay.
• Review, update and customise your emails by adding your own logo and messages through Selling Manager Pro.
• Take a look at our checklist to make sure you make the most of these changes.

Are there any restrictions to what I can send in my email response from my personal inbox?
Yes, these limitations are:

• Inappropriate content: You cannot send malicious messages, pornography or promote illegal activity.
• Encrypted content: You cannot send content that is encrypted.
• Accurate “From” address: The address you are sending the response email from must be registered to your eBay account.
• Invalid item title or number: You cannot send a response if the email has an invalid item title or item number in it, or if the item you’re discussing is invalid.
• Expired item title or number: You cannot send a response if the item you’re discussing has expired.
• Exceeded your daily limit: In order to help stop spam, each user has a limit of how many emails that they can send per day. If you meet your limit, you’ll need to wait until the following day to answer. You can always reply to a new question.
• Email is too big: You can only send an email that is 2MB or less in size.
• Suspended recipient: You cannot send email to a suspended member.
• You are suspended: You cannot send emails if your account has been suspended.
• Virus: We’ll block emails in which a virus has been detected.
• Invalid email address: This occurs when your email conversation has expired. You can go back to eBay and start another conversation through “Contact Buyer,” “Ask Seller A Question,” or “Contact eBay Member.”
• Mailbox is full: If the recipient’s personal inbox is full, eBay cannot deliver your email.
• Member’s email server is not working: If the recipient’s email server is down, eBay cannot deliver your email.
• Member’s email provider is blocking the email: If the recipient’s email provider is not accepting emails, eBay cannot deliver your email.

Should you come across one of these obstacles, you’ll get an email from eBay letting you know that your email was not delivered, why, and how you can resend it successfully.

Are you including emails from PayPal, third parties and other sources?
No. This project only impacts the emails that eBay sends the buyer after a transaction. Emails from other sources are not included.

Should my buyers expect to see the Buyer Successful email immediately upon winning the item?
Most buyers pay within the first five minutes after a transaction closes. So, if we detect that a buyer has paid within that time, we won’t send a Buyer Successful email. In future, only buyers who don’t pay within the first five minutes will receive one.

If a buyer pays within five minutes, what do you send them instead to confirm their purchase?
If they pay within five minutes, we’ll send your buyer an Order Confirmation email, which is like a receipt for their purchase. This email will combine all the items from all the sellers which they’ve checked out on.

What is an “order”?
An order is a one-time purchase by the buyer. It can include multiple items from the same seller.

Does this change the way buyers get updates about their items, such as when I despatch an item?
Yes. Instead of sending one update per item, we are now combining updates for all the items in the order in a single email.

I am a Selling Manager user. What changes will affect me?
There are no major changes for Selling Manager users. You’ll still have an easy and streamlined view of all your emails and custom templates.

I am a Selling Manager Pro user. What changes will affect me?
We’re keeping most functionality like customisation, creating templates and setting the send time of Feedback and follow-up emails. However, we’re removing the following functionality:
The ability to configure the frequency of the Buyer Successful Order Confirmation, Order Update and Payment Reminder emails - plus the ability to cross-merchandise in emails.

Will my previously created custom templates be carried over?
We’ll carry them over for Selling Manager. Because of the changes we’re making in the Selling Manager Pro email customisation process, Selling Manager Pro custom templates cannot be carried over.

Is there the chance to cross-sell in these emails?
Yes, every email has more items from the same seller, except for the Order Confirmation and Order Update emails. In these emails, multi-seller items can be combined by the buyer.

In the Order Confirmation and Order Update emails, we merchandise relevant items for the buyer based on their initial purchase. We’ll give preference to same seller items in this cross-merchandising, but we can’t guarantee that other sellers’ items won’t appear.

Can I remove this cross-merchandising?
Yes, but if you do, your own merchandise won’t appear on other users’ post-transaction emails, so it's important to consider the tradeoffs.

To change your cross-promotion settings, go to My eBay > Account > Marketing Tools > Items Promotion Summary.