Spring Seller Update is here

[twyngwyn]

https://sellercentre.ebay.com.au/SU19-2/Spring-2019-Seller-Update

Here's What's Coming This Spring

• Introducing Multi-User Account Access
• Item Specifics Requirements Update
• Category & Classification Improvements
• Updates to Promoted Listings
• Enforcing New Returns Options
• Simplified Selling Policies
• New Seller Protections
• Changes to eBay Money Back Guarantee
• Terapeak in Seller Hub
• New Labels Platform and Postage Options

[digital*ghost]

I definitely can see loopholes in there for eBay not to have to make good on the policy, and I see it largely as lip service / a token gesture, but I am still thoroughly bemused that ebay thinks protection against fraud is a "reward" for getting Plus badging, and not a basic seller need / right. 

[go-tazz]

@digital*ghost wrote:

The new seller protections are the most frustrating and disappointing thing in this round of updates, at least for me.

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 I was going to mention about the so called "protection" and why there wasn't a simple claim denied if it was a

fraudulent return case but decided that others have a more "eloquent" way of putting it.

eBay just doesn't want anyone to think that there is a type of fraud committed on this site so their easy way out

is to pretend that it doesn't exist and allow all buyers the benefit of the doubt (even if found guilty).

[countessalmirena]

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@digital*ghost wrote:

I definitely can see loopholes in there for eBay not to have to make good on the policy, and I see it largely as lip service / a token gesture, but I am still thoroughly bemused that ebay thinks protection against fraud is a "reward" for getting Plus badging, and not a basic seller need / right. 

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That is precisely what ran through my head like little mice smelling the camembert.

❝If you receive a false ‘Item not as described’ request❞ yada yada... ❝We’ll automatically remove any negative or neutral Feedback, defects, and open cases in your service metrics.❞ - Shouldn't eBay be doing that already?

❝If a returned item is opened, used or damaged❞ ... yada yada ... ❝Issue a refund - You can deduct up to 50% to cover lost value❞ which should compensate a seller for receiving a completely unusable destroyed item HOW exactly...? ❝We’ll automatically remove any negative or neutral feedback, defects and open cases in your service metrics❞ (which should happen with any such negative or defect from a buyer returning an item they've used and damaged) and ❝We’ll step in to take care of any issues with the buyer on your behalf❞ - which means what, exactly? eBay is surely not saying they'll send two blokes around, armed with lit cigarettes and cudgels, saying menacingly "So you've returned a damaged item, luv? That's too bad, too bad... Tell you what, luv, it'd be a shame if someone were to drop a lit cigarette here in your house. Your smoke alarms working? And what if my arm was to slip, with this heavy cudgel in it... Could happen, could happen. You don't know just how heavy this cudgel is. If my arm slipped and you were nearby, could be an 'orrible accident, luv - break your ribs, this cudgel could. You know, what say you just sign this 'ere release to indemnify the seller from any further action on your part, 'ey? Keep it all nice and friendly-like, wouldn't it?" ...?

(In essence, if the buyer's given negative feedback and that feedback has been removed, or a defect was issued and the defect's now been removed, or a case was opened by the buyer and it's been closed, what other issues does eBay think could happen with the buyer?)

My eyes did a sort-of round-the-world trip on reading that page.

[snowbunnies2016]

Enforcing new returns options......

So the minimum is now going to be 30 days.....that gives me plenty of time to buy a dress, wear it a couple of times, damage it unintentionally or deliberately if I no longer like or want it, and then open a return for not as described!  Great for buyers, CARP for sellers 😡

it should be up to  the seller to decide what their return policy is!

[curraone]

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@davewil1964 wrote:

Books again. They just changed books. Probably going to change them back to the way they were. Or fix the comics bit.

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Looks like only a small change to Books - and yes, it's comics   - new category 63   - delete 259102

[davewil1964]

The minimum is as it is now. No returns.

As far as I'm aware, 30 days if you accept returns has been in for a while.

[imastawka]

It strikes me that the Countess has been imbibing in too many English skit shows

whilst incapacitated.

[digital*ghost]

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@snowbunnies2016 wrote:

Enforcing new returns options......

So the minimum is now going to be 30 days.....that gives me plenty of time to buy a dress, wear it a couple of times, damage it unintentionally or deliberately if I no longer like or want it, and then open a return for not as described!  Great for buyers, CARP for sellers 😡

it should be up to  the seller to decide what their return policy is!

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That situation would be covered by the MBG, not a seller's return policy, and the MBG is an option for 30 days after the latest ETA (180 days for PayPal).

Having a 30 day return policy means the buyer can change their mind within that timeframe, and provides them with less incentive to deliberately damage something just to get a return on something they don't want (just to note, though, less incentive doesn't mean no incentive).

I probably wouldn't be inclined to provide 30-day returns on clothing, but I do currently offer it on my items (jewellery and craft supplies). I can't remember exactly when I switched it over, but it was back when they originally announced the changes, so it was some months ago. I think I've had one COM return since I offered it, and that was within my original timeframe of 7 days, other categories are likely to have very different experiences and return rates, though. 

[purplemon18]

Maybe I'm being nieve, or overly optimistic, but I think that things have improved a bit over the last 6 months. Probably someone new in management has come along or something. The communication coming out of ebay has shown a significant improvement, check out the announcements. Nothing for exactly a year, and then at least one per month since: https://community.ebay.com.au/t5/eBay-Announcements/bg-p/eBayAnnouncements

Also, the fact that they have a new report tool shows that they are at least paying lip service to supporting the sellers better. Lip service is better than no service. Report tool: https://www.ebay.com.au/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=12&pos=3&q...

Anyway, as a result I have slightly changed my processes now. As an example, I had someone open a item not delivered case last weekend. I'm in Brisbane, buyer is in Perth. Item was low value so had no tracking. In the past I would have just refunded the item for fear of getting a defect. Now I send a message in the case with clearly defined terms and explanations:

• Reason why it might be late; "Shipping accross country can take longer than expected" etc
• let me know by specific date if it has still not arrived; in this case Friday
• Let them know that I am willing to refund on Friday if it still hasn't arrived

On Friday morning I sent another message in the case to the effect of "Just checking in, has your item arrived?"

In this example, the customer closed the case on Friday night, so I guess that they got their item. Best case scenario, yay!

mid case scenario, I have to process the refund on Friday because the customer is still saying the item didn't arrive.

Worst case scenario the customer escilates and I have to go to the trouble of pointing out to ebay (using the reporting tool) that I tried to be accommodating, but the buyer didn't even communicate and just escilated the case. I expect that I will still have to refund the item, but I shouldn't* have to wear a defect, and the customer has a note on their account that they could be less than honest. Maybe my effort will help another seller down the road.

*I know this is a bit of a big assumption, but I have a much more complicated example from the recent past where I did use the reporting tool after the customer escilated and I did not get a defect.

[digital*ghost]

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@purplemon18 wrote:

Also, the fact that they have a new report tool shows that they are at least paying lip service to supporting the sellers better. Lip service is better than no service. Report tool: https://www.ebay.com.au/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=12&pos=3&q...

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I'm inclined to disagree on that - I think lip service is very counter-productive and ultimately damaging. If reporting a buyer doesn't actually do anything, then a seller has the potential to believe they've been pro-active about a situation and that something will be done, in which case they might neglect to take other actions that actually stand a chance of being productive. 

Lip service is what gets buyers to delay opening cases past the time they are able to, and suddenly they can't open one anymore, and it's what pacifies sellers into inaction as well.

My main issue, though, is eBay providing extra protections against a claim system and its inherent flaws - which they created - but only for sellers whose items fit the "eBay Plus" pricing format / range. How is that even remotely fair? I know what they are trying to do, and I know what their reasoning is, but as far as I'm concerned they can shove it with this "aren't we great, rewarding sellers who jump through all our hoops with some basic protections all sellers should have?"