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July 2008
***Updated: Updates on Feedback***

July 11, 2008 | 05:26PM a SGT


Earlier on, we made an announcement on several modifications we are making to Feedback and the changes that will be implemented on eBay.com.sg from May 21, 2008.

There have been early indications that we're getting a lot of things right, as evidenced by more sellers improving their Detailed Seller Ratings (DSRs) and fewer top buyers reporting bad experiences. Many of our community members believed that the changes were for the better, but there have also been concerns about Feedback. Open, constructive discussion about what's working and what's not is a strength of our Community, and essential to the collective good of eBay. When we get something wrong, we want to make it right. And when you have ideas that benefit the collective good, we want to make them happen. To that end, we are making the following changes based on your input.

Recalculating Feedback percentages without neutrals
Effective in late August, neutrals will no longer be counted as part of the Feedback percentage. This means we will be recalculating Feedback percentages retroactively for users worldwide. In the interim, no one will lose their PowerSeller status as a result of neutrals being included in their Feedback percentage.

Helping you resolve disputes and satisfy buyers
A new process will be rolled out to help you resolve disputes with buyers, even after the buyer has left negative feedback. Everybody makes mistakes – buyers and sellers alike, and buyers should have a mechanism to change Feedback if they make a mistake or if the seller rectifies an issue in a timely manner. Unlike with our previous Mutual Feedback Withdrawal system, this new process will enable buyers to change their Feedback of the seller, not just withdraw the rating. More details of this new process will be provided at a later date.

This is part of our overall effort to improve the customer experience, especially for sellers. In fact, we're already making progress in addressing one of your biggest pain points – removing negative and neutral feedback left by buyers who violate our policies. For example, since we debuted the new Feedback system in May, we have removed more than 60 percent of the negative/neutral feedback left by buyers in an unpaid item (UPI) process. Looking ahead, you will see us continue to take the steps needed to protect your reputation on eBay. In the meantime, you can also protect yourself by following some well-defined best practices in using Feedback.

Finally, we're also working to resolve other important issues that eBay sellers have raised over the past several months. We hope what we have shared with you today demonstrates our commitment to listening and responding quickly with solutions. We want to make eBay a great place for you to do business, but it's going to take all of us – together – to get it right for the collective good.

Lorrie Norrington
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***Original: Updates on Feedback***

July 11, 2008 | 04:56PM a SGT


Earlier on, we made an announcement on several modifications we are making to Feedback and the changes that will be implemented on eBay.com.sg from May 21, 2008.

There have been early indications that we're getting a lot of things right, as evidenced by more sellers improving their Detailed Seller Ratings (DSRs) and fewer top buyers reporting bad experiences. Many of our community members believed that the changes were for the better, but there have also been concerns about Feedback. Open, constructive discussion about what's working and what's not is a strength of our Community, and essential to the collective good of eBay. When we get something wrong, we want to make it right. And when you have ideas that benefit the collective good, we want to make them happen. To that end, we are making the following changes based on your input.

Recalculating Feedback percentages without neutrals
Effective in late August, neutrals will no longer be counted as part of the Feedback percentage. This means we will be recalculating Feedback percentages retroactively for users worldwide. In the interim, no one will lose their PowerSeller status as a result of neutrals being included in their Feedback percentage.

Helping you resolve disputes and satisfy buyers
A new process will be rolled out to help you resolve disputes with buyers, even after the buyer has left negative feedback. Everybody makes mistakes – buyers and sellers alike, and buyers should have a mechanism to change Feedback if they make a mistake or if the seller rectifies an issue in a timely manner. Unlike with our previous Mutual Feedback Withdrawal system, this new process will enable buyers to change their Feedback of the seller, not just withdraw the rating. More details of this new process will be provided at a later date.

This is part of our overall effort to improve the customer experience, especially for sellers. In fact, we're already making progress in addressing one of your biggest pain points – removing negative and neutral feedback left by buyers who violate our policies. For example, since we debuted the new Feedback system in May, we have removed more than 60 percent of the negative/neutral feedback left by buyers in an unpaid item (UPI) process. Looking ahead, you will see us continue to take the steps needed to protect your reputation on eBay. In the meantime, you can also protect yourself by following some well-defined best practices in using Feedback.

Finally, we're also working to resolve other important issues that eBay sellers have raised over the past several months. We hope what we have shared with you today demonstrates our commitment to listening and responding quickly with solutions. We want to make eBay a great place for you to do business, but it's going to take all of us – together – to get it right for the collective good.

Sincerely,
The eBay Team


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***Upcoming eBay User Agreement and Privacy Policy Update***

July 11, 2008 | 01:31PM a SGT

We will be making changes to the eBay User Agreement and eBay Privacy Policy effective immediately for new members and on August 13, 2008 for existing members. Below is a quick summary of the changes:

Why are we changing the User Agreement and Privacy Policy?

It’s been many years since we drafted our User Agreement and Privacy Policy. In that time, eBay has grown and changed considerably.

Over the years, our policies had become long and complex. We’ve made great progress rewriting all of eBay’s site policies to be easier to read and understand, and it was time to do the same to the User Agreement and Privacy Policy. The changes we’ve made here simplify and shorten the User Agreement and Privacy Policy; we’ve taken out language that was repeated in both documents or covered in other relevant policies. And we’ve summarized what’s left so that it’s easier to navigate the policies and find the information you seek.

We are always aware of the need to ensure that these agreements stay relevant to the current state of eBay’s sites and services. So there are also several substantive changes we needed to make. The changes are highlighted as follows:

    Changes to the User Agreement

    Changes to our User Agreement help us keep our legal documents consistent with the way our sites and services are evolving to better meet the needs of our user community. Here are some important ones to note:

    • New Catalog Services. The agreement’s Content and Liability sections have been revised to accommodate new features that may give sellers catalogs of content and product descriptions, so they can easily include complete and up-to-date product information for the items they list.
    • Late Fee Withdrawal From PayPal After 180 Days Past Due. The vast majority of our sellers settle their balances on time or before 180 days. eBay will resort to a PayPal withdrawal only after the balance has been overdue for 180 days and our other collection efforts have been unsuccessful. We believe this helps level the playing field for the rest of the sellers who pay their bills. Should eBay withdraw late fees, this will not alter the status of a seller’s PayPal account or funds remaining after the withdrawal.
    • Revised Dispute Resolution. We’ve updated our dispute resolution processes, to provide a balanced, low-cost forum for the resolution of disputes on eBay that is consistent across our global eBay platforms.

    Changes to the Privacy Policy.

    The new Privacy Policy, like the old one, outlines the broad categories of information we collect from you, how we use this information, and what your options are with respect to the information we collect. In addition to the streamlined format, you'll notice a few substantive changes to the policy that allow us to offer new services, better tailor the services we provide, and help make our site safer.

    • Combating Fraud. We're increasing our efforts to combat fraud on the site with a variety of programmes. We've made some changes that allow us to address "Ask a Question" and "My Messages" spam and other malicious activities using our message systems, or to better authenticate you if you’re using an unfamiliar computer to prevent fraudsters from abusing your account. We're also making sure our disclosures about cooperating with law enforcement allow us to respond to increasingly sophisticated fraudsters and criminals.
    • Streamlining Services. We've heard your comments about how many steps it takes to complete a transaction or get customer support where multiple eBay companies are involved. We’ve made some changes to our Disclosure section that will help make your experience across all eBay platforms as seamless as we can make it. These changes will allow our Customer Support team to help you with questions that span our companies, and streamline your use of the services provided by multiple members of the eBay corporate family. Some of our new programs also mean you'll see eBay services and content in a lot of places (not just on the site), so we've made some changes to clarify where our policies apply.

    Customizing Your eBay Experience. We're rolling out programmes and working with partners that help make our sites and services, and some of the ads you see on the web, more relevant and useful to you. Naturally, because we're a transparent community, we provide you with choices about these programmes. You’ll notice a new preference now available in My eBay—named AdChoice—that lets you tell us whether you want us to use the information we have about you to customize the ads you see. You'll be able to sign in and change your advertising preferences in My eBay at any time. You'll see links on the ads we serve this way, so you'll know an ad is served with the new programme and be able to set your preferences right from the ad. In some cases, we may also use information from other companies to select the right audiences for our promotions. In the revised Privacy Policy, you’ll see a new Marketing section that describes in more detail our collection and use of information for these and all our marketing programmes.

What are your options regarding these changes?

The most important thing to keep in mind about this update is that your rights, and our responsibilities, under the User Agreement and Privacy Policy have changed very little. If you accept the new User Agreement and Privacy Policy, you don't need to take any action. If you do not wish to accept the new User Agreement or Privacy Policy, please refer to our Help pages for instructions on how to close your eBay account. Thank you for using eBay.

Sincerely,
The eBay Team


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***eBay Against Counterfeits***

July 04, 2008 | 05:18PM a SGT


Recently, there have been several reports concerning a French court ruling in a lawsuit against eBay. Every year, millions have been invested into combating the problem of counterfeits. In 2007 alone, across all eBay sites around the world, we removed over 2 million potentially counterfeit listings, and we suspended over 50,000 sellers whom we believed may have been attempting to sell fake goods. Details of our anti-counterfeit policy can be found here.

Through the Verified Rights Owner (VeRO) Programme, our efforts to remove counterfeits from our site – often before anyone is able to see them, let alone buy them – are recognised by 18,000 manufacturers whom we successfully work with to combat counterfeiters.

While recognising the importance of fighting counterfeits, we do not agree with overly broad attempts to protect uncompetitive commercial practices of authentic items at the expense of consumer choice. This threatens the livelihood of our law-abiding sellers and the ability of our buyers to get great deals. Overzealous implementation of restrictive sales practices are anti-competitive and give you, our buyers and sellers, a bad deal. This is recognized by European Union policy-makers who are seeking to create a better framework for online sales to promote e-commerce in Europe.

For sellers: Be certain that your item is authentic
Sellers who list items that are popular targets for counterfeiters must be certain that their items are authentic. Sellers should not purchase from unknown distributors and should beware of prices too good to be true, or of suspiciously large volumes of available items.

Also, please know eBay has a variety of safeguards in place to protect the marketplace from counterfeits, and occasionally good sellers with legitimate items will be slowed down by these restrictions. We recognize this can be inconvenient for some sellers, and we appreciate your continued support in this very important matter.

eBay will continue to fight against counterfeits, but we will not accept outdated attempts to restrict unfairly the Internet to the detriment of our Community. We will continue to fight for consumer value through e-commerce, and we will be appealing the ruling in France.

Sincerely,
The eBay Team
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***PayPal is now available on eBay.com.sg!***

July 03, 2008 | 05:53PM a SGT


Sending and receiving money online for your eBay items on eBay.com.sg just got easier and safer with PayPal. When buying an item, you can now complete the eBay Checkout process quickly and securely using your credit card with PayPal. If you’re selling on eBay.com.sg, you can now effortlessly offer PayPal on all of your items, allowing you to accept credit cards at low cost and get paid conveniently and immediately – no matter where you are or when your item gets sold.

Don’t have a PayPal account? Don’t worry! You can still send and receive payments with PayPal. Buyers can enter credit card details securely during the eBay Checkout process with PayPal and sellers can select PayPal as a payment method on the ‘Sell Your Item’ form by entering the email address where the payment should be sent. (Note: You’ll be asked to sign up once you receive your first payment.)

To celebrate the launch of PayPal on eBay.com.sg, we’re giving you SG$10 in your PayPal account when you spend S$50 on eBay.com.sg and pay using PayPal. Learn more.

For buyers:

    When shopping on eBay.com.sg, you can now pay for your items in just 3 easy and convenient steps with PayPal. Simply click on the ‘Pay Now’ button after winning an auction or the ‘Buy It Now’ button, choose PayPal as your payment option, and confirm your payment. It’s that simple! The faster you pay, the faster the seller can ship the item! Learn more about how to pay using PayPal.

    Why use PayPal?
    PayPal safeguards your credit card information against identity theft and fraud by never sharing your credit card details with the seller. We also offer 100% unauthorised coverage for unauthorised payments sent from your PayPal account. This makes PayPal the safer, easier, and smarter way to pay for your online purchases. Best of all, it’s free for buyers! Learn more about PayPal.

    Remember, before you buy, always check to see if your seller offers PayPal. Simply look for the PayPal logo in your search results or payment details of your desired item.

For sellers:

    Not only is PayPal seamlessly integrated in eBay.com.sg’s Checkout process, it’s also available on search result pages and your item pages, so that buyers know you accept PayPal. Plus, you can track your PayPal payments now from one central location by either logging in to 'My eBay' on eBay.com.sg or to the ‘History’ of your PayPal account.

    PayPal is convenient and fast, allowing you to get paid anywhere, anytime. You can also accept credit cards at low cost – pay only when you receive money. Unlike merchant credit card accounts, there’s no set-up or monthly fees.

    Other reasons why you should use PayPal*
    It’s proven for some users to:
    • Increase your chances of successful sales by 20%
    • Generate higher selling prices by 16.7% on average
    • Reduce your risk of non-paying buyers by 56%
    • Increase your trade velocity - 25% of buyers paid within 5 minutes and 73% paid in less than 24 hrs after purchasing an item

    Offering PayPal on your listings is just one click away! To learn how to integrate PayPal into your listings, click here.

Look out for more great changes coming up this year!

Regards,
The eBay and PayPal Teams

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Consumer advisory: The PayPal™ payment service is regarded as a stored value facility under Singapore law. PayPal Pte. Ltd., the Holder of the PayPal™ stored value facility, does not require the approval of the Monetary Authority of Singapore. Consumers (users) are advised to read the terms and conditions of use carefully.

*eBay US insights and analytics Q1 2008
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