Now eBay are divorced, what should they change?
Jane, known as the eBay Anorak, is an eBay Specialist Consultant with a very healthy client base of different sized UK & International businesses across many categories. She also manages listings for a local company, and both listings and fulfilment of a global European based company’s UK shop and her own eBay UK shop, these are all Top Rated Powerseller accounts. With 13 years experience in addition to that of many UK clients Jane helps on a continuous basis, today she’d like to add her twopen’th on a few things that she think may need a tweak… perhaps you have a few to add?:
Now eBay and Paypal have split, eBay can excel once again, I really believe that. Listening to their sellers, as I know they have made an effort to do previously is more important than ever and now is the time to act on what sellers are saying rather than ‘taking it on board’.
Despatch and Delivery
Quote from eBay. ‘In general, a defect occurs when part of a transaction, such as how long it takes to dispatch an item, doesn’t match what the seller described or promised in the listing.’ Please note the word ‘dispatch’ this is not the same as delivery.
- Add another day to expected delivery time across the board it’s unrealistic it gives an unrealistic expectation for buyers
- Please accept certificate of postage as a valid proof of posting of non tracked items, again if it goes missing for whatever reason I’ll replace immediately but don’t give me a defect for missing items with reasons out of my control.
- Perhaps a barcode to use similar to that used when a customer returns an item via the Managed Returns Flow that is scanned in the post/parcel office again ‘proof’ of postage on a non tracked item, this is despatch time.
- If I’m a Top Rated Seller (TRS) with eBay Premium Service (EPS) badge It’s unlikely I’ve not sent the order and I shouldn’t have a defect if Royal Mail/courier has lost it or my buyer is making a fraudulent claim, I will replace it as it’s my duty as a business seller to get the product to the buyer, if I replace in these circumstances remove the defect.
- You should already have a list of suspicious addresses, please act on them, their are too many Item Not Received (INR) claims, you can cross reference them with Royal Mail who also have this information, this can aid the decision when siding with a buyer who continually claims non receipt.
- Buyers are claiming INR by just going through messages now not via returns flow so it isn’t as easy to trace, sellers will not direct buyers through the returns flow for fear of another defect, this needs to change, let me direct them through the returns flow without fear of a defect and replace the item. eBay can track this with ease and act on those who repeatedly claim INR.
- When I put something right take the defect away. A company is only as good as it’s customer service, if I put it right you have a happy customer that will shop with me (and eBay) again, take the defect away if the customer is happy.
- On the note above about customer service eBay you need to be consistent in your customer service answers across all channels be it phone, chat or email, this is not currently so.
- Let businesses verify their status like Amazon have, give a level playing field to registered businesses versus those non registered sellers. This will rotect buyers or leave them more informed pre purchase in the future.
- When verifying a business let me do a very short multiple choice quiz to make sure I know the law on returns etc
- Police your policies, don’t make sellers spend time and big money changing text and borders on pictures while their competitors blatantly violate this policy seemingly without detriment to search ranking
- Sort out the location abuse issue.
- If I’m a UK buyer default the search to UK only and let me select Rest of World if I want to.
- Put the buyer ID on all case flow pages
- Remove product reviews from feedback and the defect with it, it should not affect a seller’s business if a buyer doesn’t like the ending of a book.
- Let me enter dimensions and weight on an individual variants in a listing and let me select options, click and collect and GSP by variant, not all variants are created equal when it comes to despatch.
- I need proper holiday settings that will count down to my return that does not allow a buyer to open a claim for INR until the usual postage time after my return. Make my return date display more clearly on the mobile app. Currently I put holiday settings on for a week or so and eBay tell a buyer to expect it in a couple of days, this needs to sync with my holiday settings. eBay are giving the Bad Buyer Experience and impossible expectations here.
- Sometimes, if there’s a major problem. I need to speak to someone who has the authority to fix it, the ‘someone will contact you in 48 hours’ when a business and jobs are in jeopardy is not acceptable.
Just a few things, I’m sure there are many many more ways to improve. What are your suggestions for improvements to the current platform?