topic Re: Have the eBay CEOs gone insane? in Selling

Have the eBay CEOs gone insane?

cq_electrical — Mon, 08 Sep 2014 14:19:52 GMT

Just read this article in the latest EcommerceBytes Newsletter and I'm having trouble believing it's true.

eBay Removes Obligation to Follow through with Purchases

Dear Ina,
In my opinion the upcoming ability of buyers to cancel a sale if the seller hasn't uploaded the tracking number within one hour should be approached with skepticism and caution.

eBay claims this unasked for "improvement" will result in an "enhanced" selling experience or at least that's what the script says that Customer Service representatives are reading from.

As a 14 year eBay seller I see little upside to this change, but we've come expect this from eBay.

eBay used to tell buyers that when they bought an item they were entering into a legal binding contract to pay for it. This new recission policy could result in creating even still more irresponsible buyers who know they can cancel anytime from within one hour of purchase to 6 months in the United States and a year in the United Kingdom by simply filing a meritless case either eBay or PayPal.

Now unless sellers sit in front of their computers 24/7 uploading tracking numbers within seconds of purchase, buyers will be able to reserve an item for one hour while they scour eBay and other sites for a lower price.

Instead of continually giving buyers ways to wiggle out of their "legally binding contracts," eBay continues down the path of self destruction by failing to develop ways to encourage orders to stick or even require buyers to honor their end of the contract.

Why would eBay introduce such a facially counterproductive policy? Each item returned or cancelled item is relisted. Each time it sells eBay can count what actually amounts to one sale as multiple sales in terms of dollar volume it in their patently deceptive gross merchandise volume (GMV) column.

eBay desperately needs this inflated GMV for Q4 and their annual earnings reports even though returns and cancellation amount to non existent dollars (except to sellers).

If history is any indicator this new buyer initiated cancellation policy likely will cost sellers sales and money which means absolutely nothing to eBay.

The only positive thing I can think of is that sellers won't be out shipping label costs and return postage in shipping included listings when the buyer cancels within the hour.

I suspect, however, it's simply another new avenue for buyers to abuse sellers with eBay's blessing.

Just Sign Me,
League to Eradicate Stupidity, Mendacity, and Avarice

Do you realise that the only possible way anybody can upload a tracking number within an hour of the sale is to purchase their postage on-line through ebay? If I was to take my item to the PO to send off, I wouldn't even be home again within an hour, let alone able to upload a tracking number! IMO this represents third-line forcing of the very worst and most insidious sort, and I have trouble believing that the ACCC would even give it a second look. This would surely be illegal in Australia, wouldn't it?

Re: Have the eBay CEOs gone insane?

cherry*135 — Mon, 08 Sep 2014 14:29:59 GMT

What if a buyer pays sometime after midnight to 6am Aust time? Not likely sellers awake at that time processing postage labels.

Re: Have the eBay CEOs gone insane?

i-love-my-sheep — Mon, 08 Sep 2014 14:30:16 GMT

This would have to be the biggest load of codswallop I've ever read in my life. I think the eBay CEO has been sniffing petrol fumes again. Outrageous! I would assume it's only a matter of time until it's introduced here.

I wonder what happens to items that end after 6pm? I'm only 5 minutes from my PO but I'll be dammed (sic) if I'm going to go their multiple times a day, purely to get a tracking number within the hour.

I wonder if sellers are expected to upload said tracking number prior to buyer paying? What happens to those of us who send a certain percentage of items untracked? Most of my items are cheap and go large letter. I'd never sell anything if I had to send everything at parcel rate.

Re: Have the eBay CEOs gone insane?

imastawka — Mon, 08 Sep 2014 14:40:29 GMT

I'm in trouble then, nearly all my mail is a 70c envelope.

A larger than normal sale for me is a large letter.

Re: Have the eBay CEOs gone insane?

2011.narelle — Mon, 08 Sep 2014 15:02:45 GMT

I've been looking around for this on the U.S boards & the bad news is that eBay announced it in the Fall Seller Update!

It starts in October in the U.S

Reading how things are going in the U.S is very scarey.

Re: Have the eBay CEOs gone insane?

mbselections00 — Mon, 08 Sep 2014 15:21:27 GMT

Yep, I'll be in trouble too, although a fair percentage of my items are sent Registered Post so with Pre-Paid, I could add Tracking without going to the PO, because likewise, a round trip for me takes over an hour.

Which begs the question - how many Sellers will add Tracking details and then not post for a day or two ?? What the hell does that achieve - Buyer Satisfaction ? I think not eBay !!

Is this more evidence that they just want to be a platform for the big retailers ? Maybe I'm just plain stupid - but the big guys already have their own on-line shopping websites - why in heavens name, would they want to pay fees to sell on eBay ? And as a Buyer, I would prefer to shop in a B&M shop for the big ticket items, or at the very least, buy direct from the Retailer's own website - NOT VIA EBAY - involving a third party surely means extra costs. I understand there is certainly a place for on-line shopping, for convenience, fabulous for disabled & sick people etc etc but am I missing something here - do they think we are all stupid ?

And yes, it would appear to be yet another ploy to force Sellers to do things the way they want you to do them ie. using their postage - impossible for Large Letters !

My goodness, if it's not one thing it's another !!! 😞 Why can't it just be simple - you know KISS

Re: Have the eBay CEOs gone insane?

cherry*135 — Mon, 08 Sep 2014 15:43:44 GMT

Is this it? Or there is another change within an hour re tracking numbers?

We’re also streamlining the cancellation process to make it easier for buyers and sellers to cancel a transaction directly from My eBay.

Buyers can request a cancellation if they change their mind within an hour after the sale (as long as you haven’t already shipped the item). This will help reduce the hassle of unpaid items and help you get your merchandise back up for sale faster. Sellers will also have the option to cancel transactions directly from My eBay instead of the Resolution Center and, if the buyer paid with PayPal, sellers will no longer need to wait for a response from the buyer.

Re: Have the eBay CEOs gone insane?

mbselections00 — Mon, 08 Sep 2014 15:44:32 GMT

Lol, I agree, the biggest load of codswallop ever !! I think the eBay CEOhas been sniffing petrol fumes again. Outrageous!

I would lose a lot of sales also if I had to send all items Registered as I also sell a lot of low value items (very low) no-one is going to pay $4.90 for low value orders worth less than let's say $10-$12. I do sell higher value items which I am able to send Large Letter Registered, but they only account for about half my sales.

As I mentioned in another post, it would be better if we could specify minimum order values - not a perfect solution, as I would not be happy forcing customers to buy more than they actually want, but at least then Registered Post would be more viable.

Re: Have the eBay CEOs gone insane?

mbselections00 — Mon, 08 Sep 2014 15:50:56 GMT

Still don't agree with Buyers being able to Cancel within an hour, but, can see how this could save a few headaches down the track and also reduce the risk of Defects.

Would make more sense to me to have introduced this change before the new defective system was put in place.

Re: Have the eBay CEOs gone insane?

digital*ghost — Mon, 08 Sep 2014 16:03:51 GMT

Before anyone panics.... 😄

This is a letter from an eBay member, and one who slightly has misunderstood the whole "after sale streamlined experience" stuff eBay are introducing.

A buyer can request a cancellation within the hour as long as the item hasn't been posted, but it's still up to the seller whether or not they accept that request (and yes, I get the possible risks and consequences of a seller refusing). I personally think it's a positive thing - I maintain that these sorts of options solve more problems than they create, and frankly I think it's about time buyers could initiate a cancellation request.

Though, in saying that, I am a seller who is happy to accept change of mind returns, and I see this as an extension of that for me, if it's introduced here, just without the hassle and waste of actually posting an unwanted item only to have it sent back.

If you want to know more, here's the info: http://pages.ebay.com/sellerinformation/news/fallupdate2014/after-sale-experience-details.html

Re: Have the eBay CEOs gone insane?

cherry*135 — Mon, 08 Sep 2014 16:05:54 GMT

Top rated seller requirements:

Tracking requirements: (ebay.com)

You've uploaded valid shipment tracking to My eBay within your promised handling time for at least 90% of transactions with US buyers in the last 3 months.

1 business day handling time: If a buyer pays on Tuesday, you need to upload tracking by 11:59:59 pm Pacific Time on Wednesday.

Same business day handling time:
If you offer same business day handling, you also have 1 business day to upload valid tracking information. For example, if a buyer pays on Tuesday at 10:00 am Pacific Time, you need to upload tracking by 11:59:59 pm Pacific Time on Wednesday. The tracking number must have at least one carrier scan recorded within your promised handling time.

Re: Have the eBay CEOs gone insane?

phorum_junkie* — Mon, 08 Sep 2014 16:11:35 GMT

I would rather a buyer had the ability to cancel their purchase in the first hour if thry change their mind rsther thasn have them send begging emails asking me to cancel because their car had been wrecked on the way to the vets to pick up their badly injured pet who is destraught bevcause their grasnny has just passed away or worse still just ignore the whole thing for 8 days unti the dispute is closed.

Re: Have the eBay CEOs gone insane?

2011.narelle — Mon, 08 Sep 2014 16:13:36 GMT

I've been off in U.S reading.It's in a thread on the Seller Board.Title starts "Starting October buyers cancel..." there is a link in there to the U.S upated release which i didn't read.Way too tired now.

I also enjoyed the "Do you think eBay is dying ?" thread.Someone answered that it isn't dying,it's committing suicide.

Re: Have the eBay CEOs gone insane?

cherry*135 — Mon, 08 Sep 2014 16:26:34 GMT

Yes, buyers can request to cancel their purchase within an hour, but that has nothing to do with sellers uploading tracking numbers.

Re: Have the eBay CEOs gone insane?

so-australia — Tue, 09 Sep 2014 12:25:30 GMT

And I assume this "cancel within the hour" would be for BIN'S only?

Do they mention that at all?

(Page Not Found for that link now Ghost)

Re: Have the eBay CEOs gone insane?

*mobile63* — Tue, 09 Sep 2014 12:40:22 GMT

It's for auctions and BINS

http://pages.ebay.com/sellerinformation/news/fallupdate2014/after-sale-experience-details.html

Re: Have the eBay CEOs gone insane?

so-australia — Tue, 09 Sep 2014 13:12:43 GMT

Thanks, link works.

It doesn't specify, so I assume you are correct.

Wow! The ability to cancel an auction? Really? The buyer (winner) outbid other folk and yet still has the option to cancel? That is all sorts of wrong. The buyer should be "defected" and treated as an NPB in those cases. Hmmm.

Re: Have the eBay CEOs gone insane?

cherry*135 — Tue, 09 Sep 2014 13:39:39 GMT

The buyer can request their own cancellations, if within an hour of purchase and if the seller hasn't marked it a shipped, but the seller still has to approve it.

Re: Have the eBay CEOs gone insane?

*mobile63* — Tue, 09 Sep 2014 13:55:16 GMT

"It doesn't specify, so I assume you are correct."

It's answered in #34 of this thread:

https://community.ebay.com/t5/2014-Fall-Seller-Update/1-hour-for-Buyer-to-cancel-sale/td-p/22415661/highlight/true

Re: Have the eBay CEOs gone insane?

digital*ghost — Tue, 09 Sep 2014 14:09:28 GMT

After reading a little more about this, some very valid concerns have been raised - I don't think this should apply to auctions, there needs to at least be some actions that are taken seriously and with due consideration, and I also think if a buyer requests a cancellation (and is granted), it should void the opportunity to leave feedback.