“eBay Managed Payments are about passing the value back to our sellers,” is how Keala Gaines of eBay described the rationale behind the introduction of the marketplace’s payments service.
Speaking at eBay Open 2019, Keala Gaines, senior director of payment services of eBay with two decades of experience in the payments field takes us back to the history of eBay payments.
It was before 2002 when eBay last looked at the payments when the marketplace and PayPal came together. Ecommerce worked pretty differently in 2002, most people were a bit leary of putting a card online. From a merchant perspective, it was very difficult to operate online. Mobile commerce didn’t exist.
Bridging the seamlessness gap
If you look at what we did around eBay and Pay Pal separation, we had an opportunity to independently and objectively in the modern ecommerce ask ourselves; what’s changed in payments, how do they operate on our platform? how should they operate? That’s what led us to enable a seamless experience for our sellers, which is not having to go to two places and manage reports, policies, data and customer service.
We’ve been taking two pictures of a transaction and tried to create a whole. Today, if somebody buys something on eBay we have a recording of a person committing to buying on the marketplace. Simply, now you don’t have to go to two places. However, previously whether or not they paid for that item we had to get data from somewhere else to create a complete picture.
’15 years overdue order ID introduction’
We’re hearing from sellers that the [eBay Managed Payments] seamless payment experience is great. We’re also hearing that we need to make the service a bit better and we’re reacting very quickly. An example would be when we initially launched we didn’t have an ability for sellers to initiate a refund, turns out a lot of that was happening on PayPal. Right now, on the Seller Hub, on the payment tab sellers can initiate a refund.
We also introduced a unique order ID that exists throughout the entire experience – this was 15 years overdue. Imagine if you had a multi-quantity listing that listing ID is the same for every single one of the purchases so if you have a buyer committing you won’t necessarily know which product they bought from that listing.
Are eBay cherry-picking sellers for eBay Managed Payments?
eBay have intentionally been selective in who’s going to get the invitation for managed payments. We’ve been looking at our seller data to choose interception points that align with eBay Managed Payments offering. For example, we don’t have global shipping support now and I see sellers that have sales in the global shipping programme those are not going to be the folks we’ll invite to participate this time. However, as soon as build this add-on, then we’ll re-scrub the data and open the participation board. It’s been like that across a number of features.
What can a seller expect once they sign up?
Once you sign up, a new tab appears on the Seller Hub and there is a new tab for payments. That has the bank account you getting money in, the ability to change your bank account, the status of orders coming in and orders queued for payout to a bank of your choice. Right now, if you have sales daily then you’re getting paid daily, there is about two to four-day window between an order coming in and eBay receiving the funds to initiate a payout. We’re currently working with payment providers to make this payment window consistent for all sellers.