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 May 2011 |
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***Update on Service improvements to enhance Seller experience*** |
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25 May, 2011 | 05:45 PM IST
 Sharat Digumarti
Dear Members, In our continuous drive to make eBay a preferred
online marketplace and basis various feedback received we
have undertaken some changes in our processes which
I expect will enhance the selling experience on eBay:
- TnS phone support
- Return shipping for eBay
Guarantee*
- Seller standards
- Community review forum enhancements
TnS Phone Support – We have made two
significant enhancements to our phone support offering the
facility to seller to call and also the team reaching out
to sellers when listing policy violation is noticed.
- Inbound toll free phone
support - The T&S team is now a call away to
address your questions concerns related to feedback, site
policies, activity limits or account restrictions. We
recognize your need to be able to speak with T&S team
directly and this service initiative will help you discuss
and get quick resolution & guidance on T&S.
- TnS calls on listing policy
violations - Understanding site policies is
critical to the sellers business. To help sellers improve
understanding of policies we have started calling sellers
to explain violations for the listed items. This process
will help sellers to better understand the policy, seek
clarification during the call and the chance to correct
their listings that minimize listing violations done due
to lack of knowledge. This process has already been
initiated for few policies and we are working to cover
most of our policies.
Return Shipping – Most sellers
currently offer returns and item replacement. During the
resolution process under eBay Guarantee* we have observed
that the resolution offered by the seller replacement is
getting delayed due the buyers not returning the item to
seller. The option to leverage the eBay Return Shipping
under eBay Guarantee* will enable buyers to ship the item
faster and in turn help the seller to resolve the dispute.
We expect to make this service operational by early June
2011 and will be making a separate announcement giving
more details on the process.
Seller Standards – The evaluation
criteria of the existing sellers’ non performance
(SNP) has been replaced by a new set of guidelines
referred to as Seller Standards effective 20th May 2011.
The key changes are
- With Seller standards Sellers will now
be evaluated on a Monthly basis ( currently this is
weekly process) which gives our seller community time to
work with the buyer and revise the feedback received
- Sellers will also be evaluated on
their overall transactions (whether or not the feedback
was left i.e. if feedback is not received at the time of
evaluation, the transaction will be deemed good)
- Sellers will not be impacted by
neutral or negative feedback unless it is associated with
a low DSR
Along with the above stated benefits, sellers may now
check the New Seller Dashboard to see a snapshot of their
DSRs. Please see the full details on the announcement of
Seller Standard here
Community Review Forum – Enhancements
to the Community review forum would now enable
buyers to choose to remove the
negative feedback shared. By clicking “Remove
feedback” the voting procedure ceases and the
feedback is removed instantly.
I am confident
that the above changes would benefits sellers and it would
be our constant endeavor to review our procedures to best
service our sellers.
Sincerely,
Sharat Digumarti, Head - Operations
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***Important Announcement : Changes in eBay Fees, launch of Best Match sort option and Trust & Safety phone support*** |
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18 May, 2011 | 11:13 AM IST
Dear Community Members,
Together with you we have been pursuing the goal of growing the online shopping business in India. To do this we have been investing continuously, along
with our seller-members, to achieve the common objective of buyer delight.
1. Changes in eBay Fees
Post discussions with our key sellers across categories and after understanding the commercial dynamics of the ‘supply-chain’ in various
product categories, we have made changes to the eBay.in fee structure and they are as given below:
FINAL VALUE FEES
| Tech Categories |
Current |
New |
Exceptions (will continue at the current FVF rate) |
| Cameras & Optics |
1% |
2% |
Camera, Camcorder Accessories (Except SLR Cameras Lenses), Long Zoom Cameras, Digital SLR Cameras, Compact Digital Cameras, Film
Cameras, SLRs |
| Consumer Electronics |
1% |
2% |
LCD, LED & Plasma TVs, Apple iPod Accessories, Batteries & Chargers, Car Electronics, Electronic Gadgets, MP3 Accessories, Office
Electronics, Security Systems, Telephones, Internet & Services, Laptop Accessories, PC Tools & Accessories, Software |
| Laptops & Computer Peripherals |
1% |
2% |
Desktop PCs, Laptops, Monitors, Internet & Services, Laptop Accessories, PC Tools & Accessories, Software |
| TV Accessories |
1% |
5% |
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| SLR Camera Lenses |
5% |
2% |
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| Lifestyle Categories |
Current |
New |
Exceptions (will continue at the current FVF rate) |
| Apparel & Accessories |
5% |
7% |
Wholesale Lots |
| Cars & Bikes |
5% |
7% |
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| Everything Else |
5% |
7% |
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| Fitness & Sports |
5% |
7% |
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| Health, Perfume, Personal Care |
5% |
7% |
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| Kitchen |
5% |
7% |
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| Dining & Bar |
5% |
7% |
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| Musical Instruments |
5% |
7% |
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| Tools & Hardware |
5% |
7% |
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| Toys, Games & Baby |
5% |
7% |
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| Travel |
5% |
7% |
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| Watches |
5% |
7% |
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| Home Appliances |
1% |
2% |
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| Jewellery & Diamonds |
5% |
7% |
Wholesale, Bangles & Kada -> Diamond,
Bangles & Kada -> Gold,
Bracelets -> Diamond,
Bracelets -> Gold,
Earrings -> Jhumka, Dangle Style -> Diamond,
Earrings -> Jhumka, Dangle Style -> Yellow Gold,
Earrings -> Studs -> Diamond,
Earrings -> Studs -> Gold,
Jewellery Sets -> Diamond,
Jewellery Sets -> Gold,
Loose Gemstones & Diamonds -> Diamond -> Diamonds (Enhanced Natural),
Loose Gemstones & Diamonds -> Diamond -> Diamonds (Lab-Created),
Loose Gemstones & Diamonds -> Diamond -> Diamonds (Natural),
Loose Gemstones & Diamonds -> Sapphire -> Yellow Gold,
Necklaces, Chokers & Malas -> Diamond,
Necklaces, Chokers & Malas -> Gold,
Pendants -> Diamond -> White Gold,
Pendants -> Diamond -> Yellow Gold,
Pendants -> Gold (w/o Stone),
Rings -> Diamond -> White Gold,
Rings -> Diamond -> Yellow Gold,
Rings -> Gold,
Wedding Jewellery -> Mangal Sutra |
For a detailed list of categories where FvF is not changing, please click here
STORE FEES
Below are the changes for Store Fees
| Stores |
Current |
New |
| Basic |
299 |
499 |
| Featured |
1199 |
1999 |
| Premium |
2999 |
3999 |
INSERTION FEES
Below are the changes for INSERTION Fees
| Insertion Fees |
| Current |
| 1,3,5,7,10 |
30, GTC |
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| Non-store |
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| Basic |
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| Featured |
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| Premium |
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FEATURES FEES
We have also relooked at some of the feature and tools fees and are making fee changes basis the real benefit (exposure and sales) that our sellers derive
from using them.
(Please note: The changes to Gallery Plus and Subtitle are effective till September 18, 2011 only. Any changes to the fees post September 18, 2011 will be
informed accordingly)
| Features |
| Non-Shop
Subscriber |
| 1,3,5,7,10
Days |
30 Days |
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| Shop
Subscriber |
| 1,3,5,7,10
Days |
30 Days & GTC |
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| Current |
Home Page |
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| Pro Pack |
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| Gallery Plus |
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| Subtitle |
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| New |
Home Page |
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| Pro Pack |
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| Gallery Plus |
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| Subtitle |
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PAISAPAY FEES:
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Paisapay charges |
PaisaPay charges for 3 months EMI |
PaisaPay charges for 6 months EMI |
Cash On Delivery (COD) |
Cash Cards (Done Card) |
| Current Fee |
4%+tax* |
5.5%+tax |
5.5%+tax |
5% or Rs.125/- (whichever is higher) + applicable taxes |
4% + applicable taxes |
| New Fee |
4.5%+tax |
6%+tax |
6%+tax |
Unchanged |
4.5%+tax |
*- Service Tax of 10.33% is charged
The changes will be applicable all listings and all transactions created on eBay.in and post 23:59:59 IST on 16th June 2011. We
understand that our sellers may need to make changes to their current business plan to accommodate these new fee changes. So, we encourage you attend our
Online Workshop on 18th May, or use our Customer Support Resources to help you understand the overall Fees changes.
We are aware that, as a seller, you have a choice of outlets through which you can sell your products. We appreciate that you choose to do business with
us. Your suggestions & comments are valuable to us and we encourage you to share your feedback with us on this thread.
CATEGORIES WITH NO CHANGE IN FINAL VALUE FEES
- Camera, Camcorder Accessories (Except SLR Camera Lenses)
- Compact Digital Cameras
- Long Zoom Cameras
- Digital SLR Cameras
- Film Cameras, SLRs
- LCD, LED & Plasma TVs
- Apple iPod Accessories
- Batteries & Chargers
- Car Electronics
- Electronic Gadgets
- MP3 Accessories
- Office Electronics
- Security Systems
- Telephones
- Internet & Services
- Laptop Accessories
- PC Tools & Accessories
- Software
- Desktop PCs
- Laptops
- LCD / TFT Monitors
- Apparel & Accessories – Wholesale Lots
- Home Décor and Furnishings – Wholesale
- Jewellery & Diamonds – Wholesale
- Jewellery & Diamonds - > Wedding Jewellery - > Mangalsutra
- Jewellery & Diamonds - > Categories with Diamond & Gold
- Coins & Notes
- Collectibles
- Stamps
- Books & Magazines
- Movies & Music
- Video Games
- Fun Stuff
- Charity
2. Launch of Best Match on other categories on eBay India ---Making Search on eBay more relevant for buyers
To provide improved relevance in the Search experience for buyers, we had already rolled out the ‘Best Match’ sort logic as the default sort
option in select categories (as compared to Time end soon sort logic that exists as the default today) - Consumer Electronics [293], Mobile Phones [15032]
and Laptops & Computer Peripherals [160] earlier.
In the last few months we have seen Best Match in these categories and are encouraged by the positive uplift in transactions. As such we are planning to
launch Best Match across all other categories with a few exceptions being:
- Apparel & Accessories (11450)
- Jewellery & Diamonds (281)
- Collectibles (1)
With the launch of Best Match, search algorithm that computes the priority for display of listings will be influenced by multiple parameters some of which
are:
- Title & Category relevance: The system will assess how relevant Item Title is to the search query; basis past
search & purchase history and more relevant listings will be given greater priority. For example, for search query “iPod Shuffle”, iPOD shuffle
listings will be given more priority compared to accessories
- Buyer Experience provided by the seller: The Seller’s past performance in delivering to buyer expectations
(measured through DSRs)
Q. What do sellers need to do to benefit from Best Match:
To ensure sellers on eBay India are able to fully leverage the benefits offered by Best Match, we would advise you to follow the below guidelines:
- Deliver high quality service to buyers and maintain high DSR’s through accurate listing descriptions, prompt &
proactive communication with buyers, and reasonable shipping costs and time
- Ensure that you list your items in the right category with the most appropriate item title to attract
the right buyers
- Create detailed, accurate & attractive listing descriptions which can increase your quantity sold and classify your
listing as more popular than others
- List multiple quantities of an item in the same listing. Item popularity as determined by quantity sold and a few other
factors influences the sort order. Do not create duplicate / multiple listings of the same item
Q. How can I know how well my listings are performing in Best Match?
The Best Match Visibility Tool, which will soon be accessible to sellers in their ‘My eBay’ page, will help sellers review the performance of
their listings against the Best Match sort order. We will be enabling this for all our sellers in the coming weeks.
3. Introducing Phone Support for Trust & Safety
Based on our sellers’ feedback and requirements, we are pleased to announce the launch of inbound phone support for all Trust & Safety related
questions, queries, concerns, comments from Friday, May 13, 2011.
This support is available Monday to Saturday, from 9:30 am to 6:30 pm through our toll free number 1800 – 209 – 3229 by choosing Option 2 on the selling
menu.
Q. Can I get assistance related to account suspension or account restriction?
Yes. Our Trust & Safety agents will help you review the reason of suspension and guide you with the next steps immediately.
Q. Can I use the phone support to address my questions related to site policies?
Yes.
Q. Can I use this option to address feedback removal requests or report another member?
Yes.
Regards,
eBay India team
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***A message from Ambareesh*** |
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10 May, 2011 | 01:05 PM IST
Dear Members,
After many long and happy years at eBay, I’ve decided to step down from my role of Country Manager, eBay India to pursue my entrepreneurial interests. Muralikrishnan B, currently Sr. Director - Marketing & Product, will succeed me as the next Country Manager of eBay India.
My association with eBay India has been truly memorable. I will cherish the years’ of working closely with our community to convert Indians into online shoppers by providing them access to lots of Safe, Easy Deals. Above all, I am proud of the entrepreneurial spirit of eBay India's sellers and wish you continued success on eBay.
I know eBay India is in good hands with Murali. He is an excellent leader who has been with eBay since 2005 and over the last 6 years has led key functions at eBay like Product, Category Management & Marketing. His many achievements include driving a local product development model which significantly enhanced and localized eBay India’s user experience as well as building the eBay India brand. He is passionate about eCommerce, eBay and our Community and the right person to lead eBay India into the future.
I wish you well for the future and I will definitely remain connected to you and eBay as a buyer and seller :-).
Regards,
Ambareesh
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***50% off on Listing Upgrades for new users*** |
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04 May, 2011 | 03:52 PM IST
Dear eBay members,
As part of our efforts to support new sellers in ramping up their business on eBay India, we are launching an exclusive promo for sellers registered on or after March 1, 2011.
Through this promo, all sellers who satisfy the above criteria will be able to use any
Listing Upgrade on eBay India site at a flat 50% discount. The discount will be applicable for listings done from May 5th to 31st, 2011.
Some of the listing upgrades that you can choose from amongst others are:
1. Featured Plus
2. Gallery Featured
3. Home Page Featured
4. Pro Pack
5. Bold, Border, Highlight
6. Subtitle
7. Gallery Plus
Listing Upgrades give you the opportunity to market your product to your buyers.
Use features to:
• Increase the number of visits to your listing
• Make your listing stand out among others
• Increase your chances of successful sales
Listing Upgrades help customise the appearance of your listings and attract more buyers to your items. We would encourage all our new sellers to take maximum advantage of this promotion and enhance their listings using the various Listing Upgrades available.
Regards,
The eBay Team
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***Introducing Guest Checkout*** |
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02 May, 2011 | 09:30 PM IST
Dear eBay members,
In line with our ongoing efforts to improve buying experience on the eBay India site, we are pleased to announce Guest Checkout. This new initiative will
allow first time buyers to transact on site without having to register. This will enable more visitors to try out buying on the site.
What is Guest Checkout (GXO)?
For a first time visitor on eBay.in, the process involved in completing a purchase requires multiple steps. Guest Checkout attempts to make the process
completely linear by removing registration steps within the buying flow.
• Enable visitors to Buy on eBay.in without having to register
• Reduce the steps in buying process for new buyers
How does Guest Checkout work?
1. On clicking Buy It Now the user is taken to the Sign-in page where the user can opt for a Guest Checkout or can choose to
register by clicking on Register
(Images are for reference purpose only)
2. Select Shipping Method
The guest buyer can provide the contact and shipping details on the select shipping method page
(Images are for reference purpose only)
3. Paisapay Payment Page
Subsequently the guest buyer will need to verify the SMS code before proceeding
(Images are for reference purpose only)
4. Payment Confirmation Page – Paisapay
On the confirmation page the order details will be presented to the Guest buyer along with a quick registration option
Things to know about Guest Checkout
- Only available for “Buy it Now” listings
- Buyers can use Guest mechanism to checkout upto 3 times (repeat)
- Guest buyer can use a gift coupon code only once in the checkout flow
- Guest buying needs a mobile number and email id that are not already present on the system
- Can use the only same email Id-phone number combination while repeating a Guest purchase
- Users to verify their mobile number by confirming code sent to them via SMS on every guest purchase
- Guest buyers can purchase via Paisapay, Paisapay EMI and Paisapay COD depending on eligibility in the listing
- Guest buyers will receive order related updates primarily via SMS
- A Guest buyer does not have access to My eBay and My Paisapay and will not have a password to access their account till the point they register on
eBay
- A Guest buyer cannot leave feedback for the seller however sellers can leave feedback for the Guest buyer. On registering with the same email
id as was used for a Guest transaction, a Guest buyer can leave feedback for a purchase that is available in My eBay (upto 60 days from transaction date)
- Guest buyer can accept or reject time extensions and indicate item receipt via SMS
- Guest buyers are covered under eBay Guarantee* and can raise a guarantee claim through Customer Service
- Guest buyer will receive an email when sellers can get in touch with “Contact Buyer”
Guest user registration
Guest users can convert to registered ebay users to enjoy all the benefits of eBay like having access to your account, being able to bid on items etc. They
may do so by providing registration details and confirming their email address at the end of the transaction or from the registration page.
Shipping method auto selection
In addition to Guest Checkout, a minor enhancement in the form of Shipping Method auto selection also launches at the same time. This helps buyers by auto
selecting the cheapest shipping method basis the payment method and shipping address. Currently this option is available for Buy It Now only.
These changes are expected to go live to site on May 12, 2011. The changes in eBay Privacy policy for this project are available here. These would replace the current privacy policy when the project goes live on site.
Further there would be non-substantial changes in the eBay User Agreement, PaisaPay User Agreement and other related policies to incorporate changes due to
Guest Checkout functionality which will go live when the project goes live on site.
Regards,
The eBay Team
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Must use Buy It Now and PayPal.
Subscribe to all
