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Understand the new eBay Seller Standards taking effect from August 2014, find out what's in the new Seller Dashboard (available for preview right now) and how to download a Transaction Defect Report to help you resolve issues with dissatisfied customers.
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UNDERSTANDING THE NEW EBAY SELLER STANDARDS
May 2014
Tim Davies eBay Manager Seller Education & Engagement
WE ALL LOVE TO BE TREATED WELLWhen selling on eBay, it pays to think like a buyer. Treat your buyers as you would want to be treated. Impress them with spectacular service.
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Understanding buyers better
UNDERSTANDING THE NEW eBAY SELLER STANDARDS
• We buy to satisfy needs:– Physical– Emotional– Psychological
• A purchase is a relationship that starts well before money changes hands, and doesn’t end until the buyer is happy.
• eBay’s job is to keep buyers coming back for more.
• eBay sellers are evaluated against what we know makes buyers spend less or more, stop buying, or come back again and again.
• To connect with buyers, you need to think like a buyer.
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Aligning seller performance to buyer satisfaction
• Competition is natural to a marketplace.
• eBay can only do so much. Develop a competitive edge through compelling value and service standards.
• Seek feedback and testimonials from your customers.
• Test, learn and improve… continuously.
• eBay Seller Standards are intentionally high, otherwise they would have no value.
UNDERSTANDING THE NEW eBAY SELLER STANDARDS
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Become a Top Rated Seller
The Top Rated program is designed to provide customers with a clear indication of the most trusted sellers offering the best postage and returns services.
Qualify as a Top Rated Seller:
• USD $1,000 or more in annual sales• Held an eBay account for at least 90 days• 100 or more transactions with Australian buyers over
the past twelve months• Compliance with the Selling Practices Policy• Transaction Defect Rate of no more than 2%
UNDERSTANDING THE NEW eBAY SELLER STANDARDS
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Get the eBay Premium Service badge
eBayPremiumService
eBay Premium Service badge appears onlistings that meet the following criteria:
• From Top Rated Sellers• Free postage• Fast handling (same day or next business day)• An express postage option (need not be free)• 30+ day money back returns (set your own fair terms)
• Appears in search results and on each eligible listing
UNDERSTANDING THE NEW eBAY SELLER STANDARDS
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Communicate brilliantly
• Anticipate potential questions, confusion or expectations and address them in your listings
• Customise your automatic Buyer Communications to help manage expectations
• Provide multiple ways for buyers to contact you• Respond quickly and professionally to all buyer inquiries• Always communicate through eBay Messages• Respond to opened cases quickly and professionally
UNDERSTANDING THE NEW eBAY SELLER STANDARDS
UNDERSTANDING THE NEW SELLER STANDARDSAlign your performance with what buyers love.
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What’s changing?
UNDERSTANDING THE NEW eBAY SELLER STANDARDS
• Instead of multiple anonymous ratings, a new single measure for each individual transaction will apply.
• Sellers will be allowed to have a proportion of defective transactions before it affects their Seller Performance Status.
• Detailed Seller Ratings are no longer anonymous, empowering you to reach out to unhappy customers to resolve their issues.
• A transaction will be considered defective if one or more of the following things happen…
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New Seller Performance Standards
UNDERSTANDING THE NEW eBAY SELLER STANDARDS
* Buyer claims closed with no seller fault will not count.
A report can be downloaded from your Seller Dashboardto identify Transaction Defects, enabling you to address buyer issues.
HOW TO IDENTIFY PROBLEMSBeing rated poorly by a customer means you have an opportunity to resolve an issue, and gain a more engaged buyer.
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Seller dashboard
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
UNDERSTANDING THE NEW eBAY SELLER STANDARDS
Note: This dashboard removed from 20 July 2014and replaced with the new one
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Seller dashboard
Quickly pinpoint areas of your business that can be improved.
UNDERSTANDING THE NEW eBAY SELLER STANDARDS
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Seller dashboard
See whether you qualify for Top Rated Seller status or not, and why.
UNDERSTANDING THE NEW eBAY SELLER STANDARDS
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Seller dashboard
Identify how many listings qualify for the eBay Premium Service badge.
eBayPremiumService
UNDERSTANDING THE NEW eBAY SELLER STANDARDS
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Seller dashboard
Find out what eBay has done to protect your Seller Performance ranking.
UNDERSTANDING THE NEW eBAY SELLER STANDARDS
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Seller dashboard
UNDERSTANDING THE NEW eBAY SELLER STANDARDS
New Seller Performance standards take effect from August 2014.
This preview is available now so you can identify areas for improvement well before the new standards are applied.
Identify which transactions resulted in a Defect, so you can work with buyers to resolve any issues.
Learn how defects impact your seller performance level.
Are Cases closed with ‘Seller at Fault’ threatening your Seller Performance level?
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Transaction Defect Reporting
UNDERSTANDING THE NEW eBAY SELLER STANDARDS
Your total transactions with defects as of 30/04/2014: 132
19UNDERSTANDING THE NEW eBAY SELLER STANDARDS
• To find transactions using the unique Transaction ID, first download your Sales History from within Selling Manager Pro.
Transaction Defect Reporting
20UNDERSTANDING THE NEW eBAY SELLER STANDARDS
• Then search for the Transaction ID in the appropriate column.
Transaction Defect Reporting
RESOLVING BUYER ISSUES TO WINExcellence in customer support pays. Customers who are impressed by your efforts to satisfy them when something went wrong, are more likely to prefer you in future.
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Instant wins
• Offer Fast’N’Free criteria as often as you can.
• Add a 30+ money-back return policy and get the prestigious EPS badge on each qualifying listing.
• Then, if you upload a valid tracking number within 1 business day:
– Low Postage Time DSR’s won’t count.– Providing there has been no communication
in eBay Messages between the buyer paying and rating the transaction, score an automatic 5-star DSR for Communication.
UNDERSTANDING THE NEW eBAY SELLER STANDARDS
• Free delivery• Same or next day handling• Express delivery
• 30+ day money-back returns
• Qualify as a Top Rated Seller
eBayPremiumService
+
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Resolving buyer issues
• Act on Defects promptly to seek buyer satisfaction• Consider the impact of losing a customer• Avoid defensiveness• Reassure, don’t dictate• Record all agreements via eBay Messages• Invite satisfied buyers to revise their feedback (Feedback Revision Request)
• Remain focussed on sustainable business
UNDERSTANDING THE NEW eBAY SELLER STANDARDS
sellercentre.ebay.com.au
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Further training Social media Read
ebay_academy
Visit:
sellercentre.ebay.com.au/training
Next steps
UNDERSTANDING THE NEW eBAY SELLER STANDARDS