The evolving eBay Marketplace PESA discussion Todd Lutwak Sr. Director, Seller Development [email_address]

Agenda Objective Progress Plans

Objective

Progress

Plans

Evolution of the Marketplace The online marketplace of choice We serve both buyers and sellers Buyers, sellers and developers have choices We will compete for your business

We serve both buyers and sellers

Buyers, sellers and developers have choices

We will compete for your business

Competing to Win the Buyer Deals worth talking about Selection Value Trust

Selection

Value

Trust

Competing to Win the Seller Preferred online channel Velocity Efficiency Predictability

Velocity

Efficiency

Predictability

Competing to Win the Buyer – Selection Fixed Price Qty Sold from Multi-Qty Listing

Competing to Win the Buyer – Value Integrated into Search Discovery Checkout

Integrated into

Search

Discovery

Checkout

Competing to Win the Buyer – Value Everything has free shipping

Competing to Win the Buyer – Trust Paid out more than 3X as much in PowerSeller Discounts in January ’09 vs. July ’08

Competing to Win the Seller – Velocity Free Shipping Detailed item titles and all item specifics Recent sales for Fixed Price listings Your DSR scores All top 8 items have free shipping All top 8 items have accurate and descriptive titles Top Fixed Price listings have recent sales Top 8 listings have average of 4.8 DSRs Success Factors

All top 8 items have free shipping

All top 8 items have accurate and descriptive titles

Top Fixed Price listings have recent sales

Top 8 listings have average of 4.8 DSRs

Competing to Win the Seller – Efficiency Tabbed interface makes information easier to find Return Policy Payment Policy Shipping Options Item Condition Better Photos

Competing to Win the Seller – Efficiency

Competing to Win the Seller – Predictability

Competing to Win the Seller – Predictability 2 – 3 major releases per year 60 days advance notice for each release

2 – 3 major releases per year

60 days advance notice for each release

Some things we are working on…

Competing to Win the Buyer – Selection

Competing to Win the Buyer – Value

Competing to Win First Call Resolution Guarantee all transactions on eBay Resolve most buyer issues on the first call Reduce customer service burden on sellers the Buyer – Trust the Seller – Efficiency

First Call Resolution

Guarantee all transactions on eBay

Resolve most buyer issues on the first call

Reduce customer service burden on sellers

Competing to Win the Seller – Efficiency X

Competing to Win the Seller – Efficiency Reducing Unpaid Items Automating UPI claims UPI automatically filed on behalf of seller FVF automatically refunded to the seller Buyer blocked from leaving feedback

Reducing Unpaid Items

Automating UPI claims

UPI automatically filed on behalf of seller

FVF automatically refunded to the seller

Buyer blocked from leaving feedback

Icon + Highlight + Border Marketing Weighted in Best Match Filter the Buyer – Trust the Seller – Velocity Competing to Win