Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

eBay Seller Standards & Defect Removal Policy - Seller Recharge Aug 2014

1,826 views

Published on

A recap of eBay's new Seller performance Standards which came into effect from 20 August 2014, plus details of eBay's Defect Removal Policy and some strategies for avoiding transaction defects.

  • Real people just like you are kissing the idea of punching the clock for someone else goodbye, and embracing a new way of living. The internet economy is exploding, and there are literally THOUSANDS of great earnings opportunities available right now, all just one click away. ★★★ http://scamcb.com/ezpayjobs/pdf
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Here's How YOU Can Stake Out Your Personal Claim In Our EIGHT MILLION DOLLAR GOLDMINE... ●●● https://bit.ly/2Ruzr8s
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • The Scrambler Unlock Her Legs | 95% Off by Bobby Rio-Rob Judge?  http://scamcb.com/unlockher/pdf
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • My special guest's 3-Step "No Product Funnel" can be duplicated to start earning a significant income online. ➤➤ http://ishbv.com/j1r2c/pdf
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Legitimate jobs paying $40/h Tap into the booming online job, industry and start working now! ▲▲▲ https://tinyurl.com/y4urott2
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Be the first to like this

eBay Seller Standards & Defect Removal Policy - Seller Recharge Aug 2014

  1. 1. Update: New Seller Standards & Defect Removal Policy Tim Davies, eBay Manager Seller Education & Engagement August 2014 © 2014 eBay Inc. SELLER RECHARGE
  2. 2. RECAP: NEW SELLER STANDARDS © 2014 eBay Inc.
  3. 3. What is a Top Rated Seller? The Top Rated Seller program is designed to provide customers with a clear indication of the most trusted sellers offering the best postage and returns services • USD $1,000 or more in annual sales • Held an eBay account for 90+ days • 100+ transactions with AU buyers over past 12 months • Compliance with the Selling Practices Policy • Transaction Defect Rate no higher than 2% within the evaluation period • No more than 0.3% closed cases without seller resolution © 2014 eBay Inc. eBay Seller Recharge – August 2014 3
  4. 4. New Seller Standards © 2014 eBay Inc. eBay Seller Recharge – August 2014 4
  5. 5. MONITORING YOUR PERFORMANCE Check your eBay Seller Dashboard regularly to identify and address potential problems early. © 2014 eBay Inc.
  6. 6. Seller Dashboard © 2014 eBay Inc. eBay Seller Recharge – August 2014 6 Monthly low DSRs for past 12 months Check your Seller Dashboard regularly so you can remedy any buyer issues before they affect your Seller Level
  7. 7. Seller Dashboard © 2014 eBay Inc. eBay Seller Recharge – August 2014 7 Quickly pinpoint Defect trends so you can improve.
  8. 8. Seller Dashboard Learn how defects impact your seller performance level. © 2014 eBay Inc. eBay Seller Recharge – August 2014 8 Quickly pinpoint areas of your business that can be improved. Identify which transactions resulted in a Defect, so you can work with buyers to resolve any issues.
  9. 9. Seller Dashboard © 2014 eBay Inc. eBay Seller Recharge – August 2014 9 Keep track of cases closed without seller resolution See if you qualify for Top Rated Seller status or not, and why.
  10. 10. Seller Dashboard © 2014 eBay Inc. eBay Seller Recharge – August 2014 10 Identify how many listings qualify for the eBay Premium Service badge. eBay Premium Service
  11. 11. Seller Dashboard © 2014 eBay Inc. eBay Seller Recharge – August 2014 11 Find out what eBay has done to protect your Seller Performance ranking.
  12. 12. Transaction Defect Report © 2014 eBay Inc. eBay Seller Recharge – August 2014 12 Your total transactions with defects as of 12/08/2014: 38
  13. 13. Transaction Defect Report © 2014 eBay Inc. eBay Seller Recharge – August 2014 13 • Find transactions using the unique Transaction ID. • First download your Sales History from within Selling Manager Pro.
  14. 14. Transaction Defect Report © 2014 eBay Inc. eBay Seller Recharge – August 2014 14 • Then search for the Transaction ID in the appropriate column.
  15. 15. AVOIDING AND REMOVING DEFECTS © 2014 eBay Inc.
  16. 16. Automatic removals Defects are removed automatically on a weekly basis when: • The buyer didn’t pay for their order and an unpaid item case is recorded against © 2014 eBay Inc. eBay Seller Recharge – August 2014 16 the buyer. • A PayPal Purchase Protection or eBay Money Back Guarantee (US/UK/DE) case is ruled in the seller’s favour. • The defect was the direct result of an eBay site issue or an eBay program error. • eBay takes action on a buyer for activity that violates the Buying Practices policy • eBay or PayPal instructs you to hold the shipment or cancel a transaction • eBay can determine through valid tracking that the defect was the direct result of systemic delays in shipping or communication. Examples include: wide-scale shipping carrier delays, items stuck in customs, or power outages due to extreme weather. Defects will be removed automatically by eBay in the above circumstances, however sellers are also welcome to contact CS to request it.
  17. 17. Avoiding Defects Before the transaction • Think like a buyer • Set expectations you can meet and exceed • Think about how buyers will perceive your listing (including mobile devices) • Anticipate confusion or product ignorance by providing clear relevant information • Upload multiple high quality photos of each product • Use the eBay Catalogue where possible During and after the transaction • Communicate, communicate, communicate - especially anything exceptional • Use delivery services with online tracking and upload tracking number to eBay • As often as possible, build delivery into item prices and offer free delivery (or at least to the cheapest locations if using Rate Tables) • Dispatch within 1 business day • Offer 30+ day free returns with money-back, and no restocking fee. © 2014 eBay Inc. eBay Seller Recharge – August 2014 17
  18. 18. Business strategies to minimise defects Contain costs • Review your delivery provider/s. Explore aggregator services • Review packaging strategy and Improve efficiency Improve service levels Product strategy © 2014 eBay Inc. eBay Seller Recharge – August 2014 18 suppliers • Explore alternative fulfilment models • Review your listing process and tools. Explore integrated listing and transaction management solutions. • Explore CRM solutions • Review internal fulfilment processes • Review and refine your automated buyer communications • Seek to reduce your inquiry response time. Use templates for efficiency. Setup Smart Q&A. • Review listing and store design • Allocate budget for returns • Consider offshore trade to expand customer base • Research potential related products • Drive organic expansion of product range • Consider accelerated lifecycle pricing
  19. 19. FURTHER HELP
  20. 20. sellercentre.ebay.com.au © 2014 eBay Inc. eBay Seller Recharge – August 2014 20
  21. 21. Other resources Training Social Reading ebay_academy Visit: sellercentre.ebay.com.au/training © 2014 eBay Inc. eBay Seller Recharge – August 2014 21
  22. 22. Seller Training Course Advanced Selling on eBay Led by Tim Davies Manager Seller Education & Engagement eBay Australia & New Zealand Melbourne Sydney Friday 26 September 9:00am – 12:30pm South Melbourne Monday 22 September 1:30pm – 5:00pm Sydney CBD Book online via: sellercentre.ebay.com.au/training • Optimising listings to improve search visibility • Benefitting from structured data • Using the eBay Catalogue • Effective use of item specifics • Using product codes and barcodes • Optimising for selling on mobile devices • Delivery strategies that buyers love • Fast ’n Free • Using postage rate tables • Setting postage rules • Excluding PO boxes • Requiring buyer phone numbers • Printing invoices • Postage label printing • Tracking numbers • Creating & applying business policies • Listing management tools and solutions • Editing listings in bulk • Downloading sales records • File management • Managing buyer disputes effectively • Dispute Resolution Centre & processes • Disputes and claims • Refunding buyers • Feedback management strategies • Performance monitoring tools • Sales Reports Plus • Introduction to Terapeak • Where to get help © 2014 eBay Inc. eBay Seller Recharge – August 2014 22
  23. 23. © 2014 eBay Inc. eBay Seller Recharge – August 2014

×