More EBAY "Protections" For Card Sellers
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A Message From Lorrie Norrington – Updates for Sellers***
March 20, 2008 | 09:57AM PST/PT
When I took the reins from Bill Cobb I promised you I would communicate regularly through this channel, Town Halls, and in-person events. I said that I would come to you when there was product news, when we had policy updates to share, and just simply to update you on the progress we are making. You care about eBay, and we owe it to you to maintain a dialogue around the hard work we are all undertaking to make eBay a better marketplace. Today I am here to share significant product news and policy modifications that will improve the guarantees and protections available to eBay sellers.
Let me start with some really good news that we've already announced and that is now live on eBay.com.
Expanded Seller Protection from PayPal – No Confirmed Address Required
Available now, PowerSellers in the United States and Canada can enroll in PayPal's new expanded seller protection which provides protection against fraudulent payments on eligible eBay transactions. This means that if you are enrolled, you can sell and ship physical goods to any address your customer chooses – a confirmed address is not necessary – in any of the 190 countries PayPal serves. There is no annual limit on available coverage, but there are of course some reasonable restrictions, and I encourage you to read the Expanded Seller Protection page and enroll if you haven’t already.
Back in January we announced the Seller Dashboard and I'm delighted to say that we are on track for our scheduled launch in May. By the end of the day today the discount module of the Seller Dashboard will be available for all PowerSellers. Because final value fee discounts for PowerSellers with eligible DSRs will begin appearing on sellers' invoices next month and our PowerSellers are eager to forecast and plan around their discount eligibility, we felt it was critical to release the discount module of the Seller Dashboard as soon as possible. You will see the Seller Dashboard discount module linked from your My eBay page. There you will find your 30-day rolling average DSR score and your PowerSeller discount eligibility.
Feedback Protections
Also in January we committed to a plan that will restore the original intent of the Feedback system — to facilitate trust between buyers and sellers. Since announcing our plans, effective in May, it has become clear through conversations with many of you that eBay needs to do even more to protect sellers from dishonest buyers who use the Feedback system as a weapon. To make it perfectly clear, let me say that there is no place on eBay for anyone who abuses our community, flouts our marketplace policies and willfully harms other members.
As a result of our conversations with many of you, we are adding two Feedback policy changes to be rolled out in May to better protect sellers from this kind of behavior. First, while threatening to use negative Feedback to force an unfair deal is both extremely rare and grounds for permanent buyer suspension, we recognize it has happened in the past and will be tried in the future. If you experience this sort of behavior, please report this to eBay by using Contact Us from this page.
When we identify a pattern of abuse, or the evidence is clear from your report, we will remove the negative or neutral feedback — retroactively. But, we can't identify those patterns without your help and reporting. This is a call to action for every seller.
Second, we have listened to your thoughts on Unpaid Item (UPI) reports and our decision to remove negative or neutral Feedback from a buyer who fails to respond to a UPI. And what has become clear from our conversations is that we need to build in more flexibility for what happens when a buyer responds to a UPI report. What we have determined is that if the buyer does not specifically call out poor seller performance, item condition or transaction problems during the UPI process, eBay will remove the seller's negative or neutral feedback — retroactively.
Finally, let me close by saying that we're pushing hard on these and other changes because of how much eBay means to you (and to us) but we expect to be judged by our actions, not our words. It is my intention to earn your trust and respect by making eBay a more responsive organization that is unafraid to take some risks and move more aggressively while always striving to do right by you, our customers. I look forward to the continuing dialogue.
Sincerely,
Lorrie Norrington
President, eBay Global Marketplace Operation
March 20, 2008 | 09:57AM PST/PT
When I took the reins from Bill Cobb I promised you I would communicate regularly through this channel, Town Halls, and in-person events. I said that I would come to you when there was product news, when we had policy updates to share, and just simply to update you on the progress we are making. You care about eBay, and we owe it to you to maintain a dialogue around the hard work we are all undertaking to make eBay a better marketplace. Today I am here to share significant product news and policy modifications that will improve the guarantees and protections available to eBay sellers.
Let me start with some really good news that we've already announced and that is now live on eBay.com.
Expanded Seller Protection from PayPal – No Confirmed Address Required
Available now, PowerSellers in the United States and Canada can enroll in PayPal's new expanded seller protection which provides protection against fraudulent payments on eligible eBay transactions. This means that if you are enrolled, you can sell and ship physical goods to any address your customer chooses – a confirmed address is not necessary – in any of the 190 countries PayPal serves. There is no annual limit on available coverage, but there are of course some reasonable restrictions, and I encourage you to read the Expanded Seller Protection page and enroll if you haven’t already.
Back in January we announced the Seller Dashboard and I'm delighted to say that we are on track for our scheduled launch in May. By the end of the day today the discount module of the Seller Dashboard will be available for all PowerSellers. Because final value fee discounts for PowerSellers with eligible DSRs will begin appearing on sellers' invoices next month and our PowerSellers are eager to forecast and plan around their discount eligibility, we felt it was critical to release the discount module of the Seller Dashboard as soon as possible. You will see the Seller Dashboard discount module linked from your My eBay page. There you will find your 30-day rolling average DSR score and your PowerSeller discount eligibility.
Feedback Protections
Also in January we committed to a plan that will restore the original intent of the Feedback system — to facilitate trust between buyers and sellers. Since announcing our plans, effective in May, it has become clear through conversations with many of you that eBay needs to do even more to protect sellers from dishonest buyers who use the Feedback system as a weapon. To make it perfectly clear, let me say that there is no place on eBay for anyone who abuses our community, flouts our marketplace policies and willfully harms other members.
As a result of our conversations with many of you, we are adding two Feedback policy changes to be rolled out in May to better protect sellers from this kind of behavior. First, while threatening to use negative Feedback to force an unfair deal is both extremely rare and grounds for permanent buyer suspension, we recognize it has happened in the past and will be tried in the future. If you experience this sort of behavior, please report this to eBay by using Contact Us from this page.
When we identify a pattern of abuse, or the evidence is clear from your report, we will remove the negative or neutral feedback — retroactively. But, we can't identify those patterns without your help and reporting. This is a call to action for every seller.
Second, we have listened to your thoughts on Unpaid Item (UPI) reports and our decision to remove negative or neutral Feedback from a buyer who fails to respond to a UPI. And what has become clear from our conversations is that we need to build in more flexibility for what happens when a buyer responds to a UPI report. What we have determined is that if the buyer does not specifically call out poor seller performance, item condition or transaction problems during the UPI process, eBay will remove the seller's negative or neutral feedback — retroactively.
Finally, let me close by saying that we're pushing hard on these and other changes because of how much eBay means to you (and to us) but we expect to be judged by our actions, not our words. It is my intention to earn your trust and respect by making eBay a more responsive organization that is unafraid to take some risks and move more aggressively while always striving to do right by you, our customers. I look forward to the continuing dialogue.
Sincerely,
Lorrie Norrington
President, eBay Global Marketplace Operation
Folks Who Bite Get Bitten. Folks Who Don't Bite Get Eaten.
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