Introduction of Seller Ratings on Buyer Protection Cases
The major change coming to eBay UK is similar to eBay.com and is the introduction of opened buyer cases as a measurement in seller performance. For the UK there’s an allowance of 0.5% of transactions or two cases for Top Sellers and for all other sellers a maximum of 1% or 3 opened cases. There’s also the limit of 0.3% of transactions or 2 cases that the seller has failed to resolve which could also lead to sanctions including loss of seller status and listing restrictions.
Opened buyer cases in the resolution center will begin to be measured from the seller assessment on 20th September this year, and will be evaluated over either a 3 month or 12 month period depending whether the seller is high or low volume (more than 400 transactions per quarter).
eBay will also begin to actively protect sellers from buyers who attempt to threaten feedback extortion, feedback bomb, leave positive feedback but consistently leave low DSRs or leave abusive or inappropriate feedback.
Item Specifics: Condition
More descriptive item condition values will be introduced to expand the current “New” and “Used” which are the only options currently in many categories. There’s a look up table where you can check the item specifics for the categories you trade in.
Bulk editing functionality will be introduced in Selling Manager and Selling Manager Pro as well as a bulk edit in My eBay with spreadsheet type functionality to modify listings. You’ll also be able to preview changes before setting then live on the site.
From mid June business sellers will be automatically opted in to eBay Auto Answers (although you do have the option to opt out. Auto answers give the ability to have boiler plate responses to questions such as, item condition, postage & packaging information, if payment has been received (if the buyer paid with PayPal), tracking information (if the seller used eBay or PayPal postage labels) and if returns are accepted. It’s worth noting that once you’ve turned Auto Answers on you also have the option to block buyers from asking questions directly from the view item page forcing them to use the Auto Answers. If they want to message you they’ll have to do so directly from your user profile, not from view item pages.
eBay will also be updating some successful buyer and payment email templates. A new “order confirmation” email will display all transaction details, seller’s business contact information and, from July 2010, their return policy. A “payment reminder” email will be sent if the buyer hasn’t paid after 2 days although the seller can opt out of this and a compulsory reminder email will be sent to all buyers who haven’t left feedback.
There’s a reminder about the Unpaid Item Assistant which has been live for a few weeks now. Rather than manually opening unpaid items if a seller’s only acceptable payment method is PayPal eBay can automatically open and close unpaid item resolutions with an option for the seller on how many days to allow for the buyer to pay.
Testing of new options for leaving Feedback
eBay will be running more tests for new buyer feedback options. In place of the current DSR ratings are simple yes/no answers to topics such as “Was the item what you were expecting” along with a 0 – 10 Net Promoter type score.
eBay say that the tests are aimed at simplifying the Feedback process whilst obtaining more accurate and objective responses from buyers. If eBay roll out a revised feedback system on the back of the tests they’ll give advance notice well in advance.
Free subtitles for Product Photos in Catalogues
If your image is used as an eBay Catalogue photo then you’ll not only get a credit link but eBay will also give you five free subtitles as a thank you.