UNDERSTANDING THE NEW EBAY SELLER STANDARDS

May 2014

Tim Davies eBay Manager Seller Education & Engagement

WE ALL LOVE TO BE TREATED WELLWhen selling on eBay, it pays to think like a buyer. Treat your buyers as you would want to be treated. Impress them with spectacular service.

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Understanding buyers better

UNDERSTANDING THE NEW eBAY SELLER STANDARDS

• We buy to satisfy needs:– Physical– Emotional– Psychological

• A purchase is a relationship that starts well before money changes hands, and doesn’t end until the buyer is happy.

• eBay’s job is to keep buyers coming back for more.

• eBay sellers are evaluated against what we know makes buyers spend less or more, stop buying, or come back again and again.

• To connect with buyers, you need to think like a buyer.

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Aligning seller performance to buyer satisfaction

• Competition is natural to a marketplace.

• eBay can only do so much. Develop a competitive edge through compelling value and service standards.

• Seek feedback and testimonials from your customers.

• Test, learn and improve… continuously.

• eBay Seller Standards are intentionally high, otherwise they would have no value.

UNDERSTANDING THE NEW eBAY SELLER STANDARDS

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Become a Top Rated Seller

The Top Rated program is designed to provide customers with a clear indication of the most trusted sellers offering the best postage and returns services.

Qualify as a Top Rated Seller:

• USD $1,000 or more in annual sales• Held an eBay account for at least 90 days• 100 or more transactions with Australian buyers over

the past twelve months• Compliance with the Selling Practices Policy• Transaction Defect Rate of no more than 2%

UNDERSTANDING THE NEW eBAY SELLER STANDARDS

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Get the eBay Premium Service badge

eBayPremiumService

eBay Premium Service badge appears onlistings that meet the following criteria:

• From Top Rated Sellers• Free postage• Fast handling (same day or next business day)• An express postage option (need not be free)• 30+ day money back returns (set your own fair terms)

• Appears in search results and on each eligible listing

UNDERSTANDING THE NEW eBAY SELLER STANDARDS

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Communicate brilliantly

• Anticipate potential questions, confusion or expectations and address them in your listings

• Customise your automatic Buyer Communications to help manage expectations

• Provide multiple ways for buyers to contact you• Respond quickly and professionally to all buyer inquiries• Always communicate through eBay Messages• Respond to opened cases quickly and professionally

UNDERSTANDING THE NEW eBAY SELLER STANDARDS

UNDERSTANDING THE NEW SELLER STANDARDSAlign your performance with what buyers love.

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What’s changing?

UNDERSTANDING THE NEW eBAY SELLER STANDARDS

• Instead of multiple anonymous ratings, a new single measure for each individual transaction will apply.

• Sellers will be allowed to have a proportion of defective transactions before it affects their Seller Performance Status.

• Detailed Seller Ratings are no longer anonymous, empowering you to reach out to unhappy customers to resolve their issues.

• A transaction will be considered defective if one or more of the following things happen…

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New Seller Performance Standards

UNDERSTANDING THE NEW eBAY SELLER STANDARDS

* Buyer claims closed with no seller fault will not count.

A report can be downloaded from your Seller Dashboardto identify Transaction Defects, enabling you to address buyer issues.

HOW TO IDENTIFY PROBLEMSBeing rated poorly by a customer means you have an opportunity to resolve an issue, and gain a more engaged buyer.

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Seller dashboard

Monthly low DSRs for past 12 months Check your Seller Dashboard regularly so you

can remedy any buyer issues before they affect your Seller Level

UNDERSTANDING THE NEW eBAY SELLER STANDARDS

Note: This dashboard removed from 20 July 2014and replaced with the new one

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Seller dashboard

Quickly pinpoint areas of your business that can be improved.

UNDERSTANDING THE NEW eBAY SELLER STANDARDS

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Seller dashboard

See whether you qualify for Top Rated Seller status or not, and why.

UNDERSTANDING THE NEW eBAY SELLER STANDARDS

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Seller dashboard

Identify how many listings qualify for the eBay Premium Service badge.

eBayPremiumService

UNDERSTANDING THE NEW eBAY SELLER STANDARDS

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Seller dashboard

Find out what eBay has done to protect your Seller Performance ranking.

UNDERSTANDING THE NEW eBAY SELLER STANDARDS

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Seller dashboard

UNDERSTANDING THE NEW eBAY SELLER STANDARDS

New Seller Performance standards take effect from August 2014.

This preview is available now so you can identify areas for improvement well before the new standards are applied.

Identify which transactions resulted in a Defect, so you can work with buyers to resolve any issues.

Learn how defects impact your seller performance level.

Are Cases closed with ‘Seller at Fault’ threatening your Seller Performance level?

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Transaction Defect Reporting

UNDERSTANDING THE NEW eBAY SELLER STANDARDS

Your total transactions with defects as of 30/04/2014: 132

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• To find transactions using the unique Transaction ID, first download your Sales History from within Selling Manager Pro.

Transaction Defect Reporting

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• Then search for the Transaction ID in the appropriate column.

Transaction Defect Reporting

RESOLVING BUYER ISSUES TO WINExcellence in customer support pays. Customers who are impressed by your efforts to satisfy them when something went wrong, are more likely to prefer you in future.

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Instant wins

• Offer Fast’N’Free criteria as often as you can.

• Add a 30+ money-back return policy and get the prestigious EPS badge on each qualifying listing.

• Then, if you upload a valid tracking number within 1 business day:

– Low Postage Time DSR’s won’t count.– Providing there has been no communication

in eBay Messages between the buyer paying and rating the transaction, score an automatic 5-star DSR for Communication.

UNDERSTANDING THE NEW eBAY SELLER STANDARDS

• Free delivery• Same or next day handling• Express delivery

• 30+ day money-back returns

• Qualify as a Top Rated Seller

eBayPremiumService

+

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Resolving buyer issues

• Act on Defects promptly to seek buyer satisfaction• Consider the impact of losing a customer• Avoid defensiveness• Reassure, don’t dictate• Record all agreements via eBay Messages• Invite satisfied buyers to revise their feedback (Feedback Revision Request)

• Remain focussed on sustainable business

UNDERSTANDING THE NEW eBAY SELLER STANDARDS

sellercentre.ebay.com.au

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Further training Social media Read

ebay_academy

Visit:

sellercentre.ebay.com.au/training

Next steps

UNDERSTANDING THE NEW eBAY SELLER STANDARDS