Tagged: Seller trust
11/08/2019 at 4:57 pm #70363
- Location: Sandy, Utah
Hey guys, me again. Thinking about seller trust, what does eBay need to do on the eBay platform bo build seller trust in the eBay marketplace. Please share your constructive ideas below!
11/08/2019 at 6:00 pm #70365
- Location: Northeast US
Announce functionality changes of each software release *before* the release and in more detail. For example, instead of the vague “In states where eBay is required to collect Internet Sales Tax from buyers, order totals sent for processing will reflect the gross order amount inclusive of tax” coming out on the exact day that the new software goes live, put out an announcement a week beforehand that says:
“On Nov 4th, you will see the following changes
1) In each PayPal transaction, you will see the Sales Tax listed, and the sales tax will be included as part of the PP fee calculation”. If you use ebay Managed Payments, the sales tax will/will not be included in the transaction fee calculation.
11/09/2019 at 8:54 am #70377
This issue is pretty prickly. As a seller, its a real problem when eBay makes fundamental changes that affect our bottom line.
So now sellers must bear the Paypal costs of the taxes eBay collects? And this wasn’t discussed? Will the new Managed Payments also charge us a fee for these taxes that eBay collects?0
11/09/2019 at 9:02 am #70380
11/08/2019 at 6:15 pm #70370
- Location: Northeast US
Publish list of issues/bugs that are being worked on with latest status (Jay’s favorite request). These should be large and small issues. For large issues, take the example of the recent new Size item specific debacle. The last update on this topic 2 weeks ago says that they will be copying over the size value from the old item specific to the new item specific. I checked my listings, and that hasn’t happened to my listings yet. So I’m left wondering – are they really doing it? Or did they just link the new Size IS to the old Size IS somehow so that no copying is needed? In other words, what am I supposed to think when I see listings of mine where the copying hasn’t been done? Is it still going to be done or has the plan changed? If the plan has changed, will I have to do the copying myself in the future? If they published an update saying “we are done with the copying” or “we expect all the copying to be done by <date>”, that would be super helpful.0
11/08/2019 at 6:46 pm #70371
- Location: Missouri
Make Best Match and other ranking factors more transparent.3+
11/09/2019 at 8:56 am #70378
That’s a tough one because once the rules are the place, then bad actors know how to game the system. Its a tough balance.
I would love eBay to be more transparent around age of listing. eBay now requires all listings to be “good till cancelled”. But is there a time period where if the item is unsold that eBay hides the listing?
This is the rumor but no one knows. Just tell sellers when items need to be refreshed.0
11/09/2019 at 9:01 am #70379
Big thing eBay can do to gain seller trust.
STOP MAKING CHANGES DURING 4TH QUARTER.
During the most important time of the year when sellers need to be focused on selling and making customers happy, eBay always sneaks in a big site change around October/November. Then sellers are forced to deal with tweaking listings and/or buyers cant find/buy the items.
Obviously changes should be flawless, but eBay’s changes have a bad reputation of going South. Do the developers not test the changes in a sandbox first?
There should be a site freeze come Sept 1. Developers should know that they need to get all their changes done by then.0
11/09/2019 at 2:36 pm #70388
- Location: Central NJ
From my recent trip to eBay UpFront, I found that they do have a stop to software changes on November 8 (that would have been yesterday). That just isn’t early enough. The summer slump has ended less than two months ago, and sellers are working on getting sales back up and organizing for the busy season. This is not the time to make a software change, especially a big one like item specifics.0
11/09/2019 at 9:08 am #70381
eBay needs a more detailed “Status”page:
So when a problem occurs, its easy to see that eBy is aware of the issue and is solving it.
Currently eBay uses “announcements” but its often several days late.
They read as if written by PR people and not developers. The issues are mixed in with :feel good” announcements. Just focus on problems and solutions. All business.
Those several days of the site not working properly and no info makes sellers wonder if eBay even knows whats happening. eBay customer reps are likely flooded with calls and they often dont know. Just transparently acknowledge the problem immediately and update sellers on the fix. Stress goes down.1+
11/09/2019 at 11:32 am #70382
11/09/2019 at 12:54 pm #70383
Non-Anchor customer service is abysmal. My confidence in eBay having my back when things go sideways is basically non-existent.
I called to get feedback removed that claimed I didn’t offer returns. I had 30 day free returns enabled and figured I could call up support and have it removed in minutes. Wrong. The CSR told me the buyer was just trying to antagonize me into messaging them because they couldn’t find the “Contact seller” button on the site (????????). I asked to speak to a different rep who ended up giving me the same line. Neither would disclose how they knew this about the buyer and insisted I keep trying to contact them via message, phone, or email to find the “real” reason they were upset.
Here I am bending over backwards to meet all these crazy requirements for TRS for the 1 in 100 chance I have to actually ask for help in return, then when I actually need it, nobody has my back. What’s the incentive to do all this extra work, then?0
11/09/2019 at 2:49 pm #70389
- Location: Central NJ
Just to summarize what people have said so far, the general areas where seller trust is lacking is in software changes, transparency on policy, site status, and other planned changes, and customer service.
The good things that eBay is working on right now are the new seller help page and improvements to seller protection including consideration of a seller’s past performance.
I would add that eBay should have a better link to their policies. When I’ve had a question regarding policy, I’ve had to search my question on Google to get the appropriate link within the eBay site.
I’d also like to see a chat function for help. Almost every decent size website has chat. It is sometimes more convenient than calling plus you get a “in-writing” log of your discussion.0
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