eBay announces Feedback 2.0 + other changes
basestealer
Posts: 1,579 ✭
Sorry if this has already been posted, but here's the eBay announcement from January 19th:
January 17, 2007 | 02:55PM PST/PT
Bill Cobb
Today I talked about the state of eBay.com and our 2007 priorities with a number of North American sellers who joined us in California. We also made my remarks available by recorded webcast, which I invite you to listen to by clicking 2007 eBay eCommerce Keynote from Bill Cobb.
We all know that the internet continues to evolve and become more competitive. There are many more choices for buyers who want to shop online than ever before. We've done in-depth research to help us understand online buyers today – and as you might expect, their expectations are growing. Across the web, the buying experience is improving quickly. That's a good thing – it assures the continued growth of e-commerce, and it raises the bar for eBay and our sellers.
We have the opportunity in 2007 to make significant improvements to the buyer experience on eBay. We'll do it by focusing on these high-level priorities over the next year:
Reinvest in eBay's core by simplifying the site, improving finding, and accentuating the things that make eBay fun and unique.
Take a more proactive approach to Trust & Safety to protect our members from fraud.
Improve the buyer experience on the site by holding sellers to higher minimum standards
Reinvesting in eBay's Core
eBay is about more than just buying stuff - eBay is about finding items you won't find anywhere else and buying them in a way that's fun and engaging. As e-commerce becomes more crowded and competitive, eBay's unique differentiation will become even more important. So we're investing in core auctions and the buying experience in general.
Take finding, for example – we're going to make it easier for buyers to find what they're looking for on the site. We'll also be doing things to emphasize the thrill of winning a great deal – the kick of transacting online with others who share your passions – the excitement of finding new things and connecting with people all over the world. This is the DNA that defines eBay.
We made a start last year with projects like Deal Finder, eBay My World, eBay Blogs, eBay Pop, and eBay Matchups - fun new site features that are pulling in traffic and encouraging folks to spend more time on the site. Throughout 2007 we'll be making changes like these that allow us to test and fine-tune new innovations without disruption to the marketplace. Stay tuned for more details in the coming months.
A More Proactive Approach to Trust & Safety
It's no secret that online criminals who target sites like eBay and PayPal have grown in number and sophistication over time. You've read several recent messages from my friend Rob Chesnut, eBay's Senior Vice President of Global Trust & Safety, about Safeguarding Member IDs, which protects bidder User IDs on high-end items from fake Second Chance Offers and other malicious email, and Buyer Protection which encourages safe payments, and eliminates coverage for unsafe payment methods.
These changes represent a shift in our philosophy on protecting eBay members. Where we've historically put an emphasis on transparency and free choice, today the security threats are more complex, and we're more actively protecting our buyers from fraud, as well as other bad experiences on eBay.
Aside from these visible changes, we've also been busy behind the scenes. One big issue we've fought on eBay since the early days is counterfeits. Make no mistake – counterfeits are illegal and not welcome on eBay. As a buyer, wondering if you are going to get a counterfeit item on eBay is a terrible experience. And, our legitimate sellers know how counterfeits hurt the marketplace for everyone.
We've cooperated with copyright and trademark owners via our VeRO program to bring down counterfeit listings for years, but recently we put stricter measures in place to further safeguard the buyer experience. For some items known to be favored by counterfeiters, we've started requiring additional seller verification, we've eliminated the ability to list these items with 1 or 3-day auction durations, and we've put in additional restrictions for people selling these items cross-border. (Read our FAQs for more details.)
So far, these efforts appear to be paying off with minimal disruption to our legitimate sellers.
Holding sellers to higher minimum standards
Another way we improve the buyer experience is to adjust the standards to which we hold sellers on eBay. It's a fact that the majority of bad buyer experiences result from circumstances controlled by sellers. Buyers are less likely to return to the site after having a frustrating experience - like finding the shipping & handling charges are excessive, receiving an item that is not as described, or experiencing poor customer service.
Since last summer, for example, we've made significant progress cleaning up categories where egregious cases of excessive shipping & handling charges are most prevalent. For instance, in our Cell Phones category, the average shipping cost on cell phones has come down by around 25%, and the buyer experience has improved. The competition between these sellers is more fair now, too.
It's clear we have a shared responsibility with our sellers to make sure our buyers have satisfactory experiences. Historically, eBay's philosophy has been to allow practically anyone to sell, with few restrictions. Going forward, we'll apply higher minimum standards for selling on the site. These changes will improve the marketplace for the vast majority of sellers who deliver a good customer experience. Here are some other ways we're addressing this issue:
Private Feedback & Cross-Border Trade Requirements - Last fall we eliminated the ability for sellers to make their feedback private. We've also raised the bar for sellers who want to sell cross-border. To list outside one's home registration site, sellers must establish their identity by becoming PayPal Verified (sellers with established track records will not be affected by this requirement.) (Read our FAQs for more details.)
Safe Payment Requirement for New Sellers - Today I announced that we'll be requiring all newly registered sellers to accept PayPal or a merchant credit card. We know that PayPal is the safest way to pay on eBay, and we want to make sure our buyers have this option with new sellers. (Existing sellers will not be affected by this requirement.). (Read our FAQs for more details.)
Feedback 2.0 - eBay pioneered online reputation systems with the feedback system back in the '90s – and since then, our members have loved to debate its merits. The fact is, it's a great system, but it needs some refinement to keep pace with our marketplace. Today I announced Feedback 2.0, which we'll be launching in pilot markets next month. Feedback 2.0 will add a new dimension to the current system, allowing buyers to rate transactions on item description, communication, shipping time, and shipping & handling charges. The average of each of the Detailed Seller Ratings is displayed on the seller’s Feedback Profile page. It's a simple system that rewards sellers by recognizing and spotlighting the things they do to ensure customer satisfaction. We'll share more about Feedback 2.0 in the coming weeks, so stay tuned.
Feedback Recency
Speaking of Feedback, I also announced an important change launching later this year that I think many members will appreciate. For years, members have asked us why we don't retire old feedback that has lost its relevance, especially old negatives. Later this year, we are going to archive all but the last 24 months of feedback history. Your total score will remain, but your percent will be based on just the last 2 years of activity. All comments older than this will be archived.
Heading into a new year, eBay is stronger than it's ever been, and I'm incredibly excited about the future, and I hope you are, too. I'm going to be hosting my first Town Hall of 2007 on Thursday, Jan. 25 at 4:00pm PT. We'll be using our new radio format that allows you to phone in and ask your questions on the air, so I hope you'll join us.
Sincerely,
Bill Cobb
President, Marketplaces North America
January 17, 2007 | 02:55PM PST/PT
Bill Cobb
Today I talked about the state of eBay.com and our 2007 priorities with a number of North American sellers who joined us in California. We also made my remarks available by recorded webcast, which I invite you to listen to by clicking 2007 eBay eCommerce Keynote from Bill Cobb.
We all know that the internet continues to evolve and become more competitive. There are many more choices for buyers who want to shop online than ever before. We've done in-depth research to help us understand online buyers today – and as you might expect, their expectations are growing. Across the web, the buying experience is improving quickly. That's a good thing – it assures the continued growth of e-commerce, and it raises the bar for eBay and our sellers.
We have the opportunity in 2007 to make significant improvements to the buyer experience on eBay. We'll do it by focusing on these high-level priorities over the next year:
Reinvest in eBay's core by simplifying the site, improving finding, and accentuating the things that make eBay fun and unique.
Take a more proactive approach to Trust & Safety to protect our members from fraud.
Improve the buyer experience on the site by holding sellers to higher minimum standards
Reinvesting in eBay's Core
eBay is about more than just buying stuff - eBay is about finding items you won't find anywhere else and buying them in a way that's fun and engaging. As e-commerce becomes more crowded and competitive, eBay's unique differentiation will become even more important. So we're investing in core auctions and the buying experience in general.
Take finding, for example – we're going to make it easier for buyers to find what they're looking for on the site. We'll also be doing things to emphasize the thrill of winning a great deal – the kick of transacting online with others who share your passions – the excitement of finding new things and connecting with people all over the world. This is the DNA that defines eBay.
We made a start last year with projects like Deal Finder, eBay My World, eBay Blogs, eBay Pop, and eBay Matchups - fun new site features that are pulling in traffic and encouraging folks to spend more time on the site. Throughout 2007 we'll be making changes like these that allow us to test and fine-tune new innovations without disruption to the marketplace. Stay tuned for more details in the coming months.
A More Proactive Approach to Trust & Safety
It's no secret that online criminals who target sites like eBay and PayPal have grown in number and sophistication over time. You've read several recent messages from my friend Rob Chesnut, eBay's Senior Vice President of Global Trust & Safety, about Safeguarding Member IDs, which protects bidder User IDs on high-end items from fake Second Chance Offers and other malicious email, and Buyer Protection which encourages safe payments, and eliminates coverage for unsafe payment methods.
These changes represent a shift in our philosophy on protecting eBay members. Where we've historically put an emphasis on transparency and free choice, today the security threats are more complex, and we're more actively protecting our buyers from fraud, as well as other bad experiences on eBay.
Aside from these visible changes, we've also been busy behind the scenes. One big issue we've fought on eBay since the early days is counterfeits. Make no mistake – counterfeits are illegal and not welcome on eBay. As a buyer, wondering if you are going to get a counterfeit item on eBay is a terrible experience. And, our legitimate sellers know how counterfeits hurt the marketplace for everyone.
We've cooperated with copyright and trademark owners via our VeRO program to bring down counterfeit listings for years, but recently we put stricter measures in place to further safeguard the buyer experience. For some items known to be favored by counterfeiters, we've started requiring additional seller verification, we've eliminated the ability to list these items with 1 or 3-day auction durations, and we've put in additional restrictions for people selling these items cross-border. (Read our FAQs for more details.)
So far, these efforts appear to be paying off with minimal disruption to our legitimate sellers.
Holding sellers to higher minimum standards
Another way we improve the buyer experience is to adjust the standards to which we hold sellers on eBay. It's a fact that the majority of bad buyer experiences result from circumstances controlled by sellers. Buyers are less likely to return to the site after having a frustrating experience - like finding the shipping & handling charges are excessive, receiving an item that is not as described, or experiencing poor customer service.
Since last summer, for example, we've made significant progress cleaning up categories where egregious cases of excessive shipping & handling charges are most prevalent. For instance, in our Cell Phones category, the average shipping cost on cell phones has come down by around 25%, and the buyer experience has improved. The competition between these sellers is more fair now, too.
It's clear we have a shared responsibility with our sellers to make sure our buyers have satisfactory experiences. Historically, eBay's philosophy has been to allow practically anyone to sell, with few restrictions. Going forward, we'll apply higher minimum standards for selling on the site. These changes will improve the marketplace for the vast majority of sellers who deliver a good customer experience. Here are some other ways we're addressing this issue:
Private Feedback & Cross-Border Trade Requirements - Last fall we eliminated the ability for sellers to make their feedback private. We've also raised the bar for sellers who want to sell cross-border. To list outside one's home registration site, sellers must establish their identity by becoming PayPal Verified (sellers with established track records will not be affected by this requirement.) (Read our FAQs for more details.)
Safe Payment Requirement for New Sellers - Today I announced that we'll be requiring all newly registered sellers to accept PayPal or a merchant credit card. We know that PayPal is the safest way to pay on eBay, and we want to make sure our buyers have this option with new sellers. (Existing sellers will not be affected by this requirement.). (Read our FAQs for more details.)
Feedback 2.0 - eBay pioneered online reputation systems with the feedback system back in the '90s – and since then, our members have loved to debate its merits. The fact is, it's a great system, but it needs some refinement to keep pace with our marketplace. Today I announced Feedback 2.0, which we'll be launching in pilot markets next month. Feedback 2.0 will add a new dimension to the current system, allowing buyers to rate transactions on item description, communication, shipping time, and shipping & handling charges. The average of each of the Detailed Seller Ratings is displayed on the seller’s Feedback Profile page. It's a simple system that rewards sellers by recognizing and spotlighting the things they do to ensure customer satisfaction. We'll share more about Feedback 2.0 in the coming weeks, so stay tuned.
Feedback Recency
Speaking of Feedback, I also announced an important change launching later this year that I think many members will appreciate. For years, members have asked us why we don't retire old feedback that has lost its relevance, especially old negatives. Later this year, we are going to archive all but the last 24 months of feedback history. Your total score will remain, but your percent will be based on just the last 2 years of activity. All comments older than this will be archived.
Heading into a new year, eBay is stronger than it's ever been, and I'm incredibly excited about the future, and I hope you are, too. I'm going to be hosting my first Town Hall of 2007 on Thursday, Jan. 25 at 4:00pm PT. We'll be using our new radio format that allows you to phone in and ask your questions on the air, so I hope you'll join us.
Sincerely,
Bill Cobb
President, Marketplaces North America
0
Comments
I fail to see the need for all these types of feedback. Shipping time? So if the Post Office is late I get dinged? Or are they requiring tracking thru PayPal? Either way, looks
like a can of worms.
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"Speaking of Feedback, I also announced an important change launching later this year that I think many members will appreciate. For years, members have asked us why we don't retire old feedback that has lost its relevance, especially old negatives. Later this year, we are going to archive all but the last 24 months of feedback history. Your total score will remain, but your percent will be based on just the last 2 years of activity. All comments older than this will be archived."
makes sense... you auto insurance rates drop after a few years without an accident, why not a boost to your feedback if you dont have a neg. for 2 years?
I wonder if the Tiffany lawsuit has anything to do with this...
"Today I announced that we'll be requiring all newly registered sellers to accept PayPal or a merchant credit card. We know that PayPal is the safest way to pay on eBay"
PayPal is owned by Ebay, there goes another 3%...
Currently Listed: Nothing
Take Care, Dave
<< <i>"Today I announced that we'll be requiring all newly registered sellers to accept PayPal or a merchant credit card. We know that PayPal is the safest way to pay on eBay"
PayPal is owned by Ebay, there goes another 3%... >>
I have to tell you in my opnion this is unlawful tying. You have to accept PAYPAL? Does this mean on every transaction or that you just have to be registered? I think they mean every transaction. MO money! Mo money!
Proud Participant in Operation "Stone Holey" August 7, 2008
<< <i>Forcing sellers to accept Paypal and credit cards won't hold up in court. Bet there's another class action suit down the road. >>
read closer...........
<< <i>Today I announced that we'll be requiring all newly registered sellers to accept PayPal or a merchant credit card >>
It does not say you can ONLY accept Paypal.
What they are doing is making sellers give personal info when setting up an account through Paypal so they can verfiy the person who is regsitering to be a seller. With someone's bank account or credit card they can verify who they say they are. This will greatly cut down on fake sellers. think about it.
<< <i>
<< <i>Forcing sellers to accept Paypal and credit cards won't hold up in court. Bet there's another class action suit down the road. >>
read closer...........
<< <i>Today I announced that we'll be requiring all newly registered sellers to accept PayPal or a merchant credit card >>
It does not say you can ONLY accept Paypal.
What they are doing is making sellers give personal info when setting up an account through Paypal so they can verfiy the person who is regsitering to be a seller. With someone's bank account or credit card they can verify who they say they are. This will greatly cut down on fake sellers. think about it. >>
It's all about the Benjamin's...
To sell on Ebay you have to have a Credit Card on file already, been that way for quit some time...
Currently Listed: Nothing
Take Care, Dave
yes, that's what it is all about in businesses, $$$. Don't like it then don't use it.
YOU HAVE A CHOICE TO USE IT OR NOT. NO ONE IS FORCING YOU TO USE THEIR PRODUCTS. DON'T LIKE IT? DON'T USE IT.
<< <i>denverdave
yes, that's what it is all about in businesses, $$$. Don't like it then don't use it. >>
Rather I use Ebay or not is none of your business Moron...
Don't piss on my leg then tell me it's raining...!
I simply stated fact...!
Currently Listed: Nothing
Take Care, Dave
<< <i>I always laugh when I here people spouting off about monopoly and greed.
YOU HAVE A CHOICE TO USE IT OR NOT. NO ONE IS FORCING YOU TO USE THEIR PRODUCTS. DON'T LIKE IT? DON'T USE IT. >>
it is unfortunate that many otherwise decent sellers will avoid ebay because of ever-increasing "requirements."
<< <i><< Forcing sellers to accept Paypal and credit cards won't hold up in court. Bet there's another class action suit down the road. >>
read closer...........
<< Today I announced that we'll be requiring all newly registered sellers to accept PayPal or a merchant credit card >>
It does not say you can ONLY accept Paypal.
What they are doing is making sellers give personal info when setting up an account through Paypal so they can verfiy the person who is regsitering to be a seller. With someone's bank account or credit card they can verify who they say they are. This will greatly cut down on fake sellers. think about it. >>
It's all about the Benjamin's...
To sell on Ebay you have to have a Credit Card on file already, been that way for quit some time. >>
And, every rip off artist and scammer has registered with a credit card. That's meaningless. Then they run their cons accepting only cashier's checks or wire transfers, leaving the buyer with no protection at all. By forcing NEW, (note the "new", it does not impact existing sellers), sellers to accept PayPal or credit cards the buyer has some protection.
Russ, NCNE
accept PAYPAL? Does this mean on every transaction or that you
just have to be registered? I think they mean every transaction. "
////////////////////////////////////////
My read on the new scheme is that PayPal must be offered as a
payment option. Sellers can still offer/accept other payment options.
The requirement will not likely be determined part of a tying agreement.
<< <i>it is unfortunate that many otherwise decent sellers will avoid ebay because of ever-increasing "requirements." >>
Exactly. I've done the math. Why should I give eBay close to half of my gross profit? That's why I will have my own website.
An authorized PCGS dealer, and a contributor to the Red Book.
<< <i>
<< <i><< Forcing sellers to accept Paypal and credit cards won't hold up in court. Bet there's another class action suit down the road. >>
read closer...........
<< Today I announced that we'll be requiring all newly registered sellers to accept PayPal or a merchant credit card >>
It does not say you can ONLY accept Paypal.
What they are doing is making sellers give personal info when setting up an account through Paypal so they can verfiy the person who is regsitering to be a seller. With someone's bank account or credit card they can verify who they say they are. This will greatly cut down on fake sellers. think about it. >>
It's all about the Benjamin's...
To sell on Ebay you have to have a Credit Card on file already, been that way for quit some time. >>
And, every rip off artist and scammer has registered with a credit card. That's meaningless. Then they run their cons accepting only cashier's checks or wire transfers, leaving the buyer with no protection at all. By forcing NEW, (note the "new", it does not impact existing sellers), sellers to accept PayPal or credit cards the buyer has some protection.
Russ, NCNE >>
The problem I have with it Russ is that eBay dose nothing to protect the buyer unless it lines there pockets...
There Buyers Protection Program is a joke, tops out at $175, takes 90 days and if you miss one loop your SOL...
How about getting rid of some of those sellers with 100, 200 or more negs, as long as they keep it under 5% eBay dose nothing...
The best protection a buyer has is to do his/her homework and deal only with quality sellers such as yourself...
Then there's the other side of the coin, predator buyers that take advantage of quality sellers thru PayPal...
Funny thing is when PayPal first started, eBay would pull your auction if you displayed the PayPal logo in it...
Since they could not beat PayPal, they purchased them...
Currently Listed: Nothing
Take Care, Dave
takes 90 days and if you miss one loop your SOL..."
////////////////////////////////////////////////////
That "protection" is being phased-out.
PayPal is the ONLY buyer protection as of on or about
the middle of last week.
Items purchased NOW, will only be covered by ANYkind
of "buyer protection," IF they are paid via PayPal.
To encourage sellers to use PayPal, buyers will get several
messages - within non-PayPal listings - reminding them that:
"There Is NO Buyer Protection On The Purchase of This Item."
Click on the "How Are Buyers Protected" link in non-PayPal
listings to read one of these messages/warnings.
<< <i>Buyers have been using Paypal to SCAM big ticket items for a while now--and there's nothing a seller can do about it. For instance, if you accept payment via paypal and do not purchase delivery confirmation or ship within 7 days of payment, if they buyer files a claim Paypal will automatically award the buyer the money, even if the buyer received the item. That is automatic! Scammers have been sifting through ebay sellers, finding the weak ones, and filing these claims in large quantities for a while now. And even when a seller does purchase delivery confirmation and covers their end, the buyer can do a chargeback with their credit card company, leaving the seller without the money and the item with no recourse. This scheme is most rampant in the coins category. >>
What a load of crap you posted. Paypal will not automatically side with the buyer. Chargebacks are not automatic and Paypal will fight them on your behalf if you followed the rules. I have first hand experience with both situations.
Please show us the numbers that prove this "scheme is most rampant in the coins category".
The sky is not falling.
behalf if you followed the rules."
..........................................................
The slightest deviation from the "rules," (which no responsible/cautious
seller should make), can cause sellers to lose a PayPal dispute/claim.
Experienced corrupt-buyers often wait several months after the sale
before launching their fraudulent chargeback requests and totally
bypass PayPal in the process.
Many sellers mistakenly believe that the cutoff for chargebacks is
30 to 90 days. Credit-card companies exercise broad discretion on
behalf of their cardholders, and many chargebacks surface more than
180-days after a subject transaction.
Cautious sellers retain their complete sales records - including emails
from buyers - for at least two-years.
Any high-value item can be the target of scamster-buyers on EBAY.
Oddly, most such scams reported on EBAY's forums involve low-priced
items!
Sadly, I also have first hand experience in the matter. I also agree
that PayPal usually seems to make a good-faith effort to resolve
disputes correctly.