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Selling Enhancements

At eBay, we’re continuing to invest in our platform so that we can empower you to do more and sell more. With the service metrics and benchmark tool available now, pricing guidance being rolled out and a new customer service functionality, you have everything you need to help grow your business.

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What You Need to Know

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  • Service metrics & benchmark tool available now in the Seller Hub. The new dashboard provides you with insights and guidance on how to improve your performance.
  • As a reminder, starting in October 2018, if you have very high rates of after-sale requests (i.e. ‘Item not as described’), then you may be subject to additional fees or consequences.
  • Pricing guidance is available now to selected sellers, providing price suggestions based on eBay’s sales data to help you consider your prices in light of  the most competitive prices.
  • We know how valuable the Seller Hub tool is for sellers, so starting in August, we’ll begin automatically migrating sellers to the Seller Hub experience.
  • A new ‘contact seller’ feature was made available in late July 2018, giving you the option to opt-in to make your customer service phone number visible for pre-transaction as well as post-transaction support.
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Service Metrics Insights Available Now

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We announced in the Winter 2018 Seller Update that we’re continuing to invest in our marketplace to make it a powerful selling platform for you. As we’re committed to giving you the resources to help you to succeed, you now have access to our new competitive insights, allowing you to provide a great end-to end customer experience.

The new service metrics & benchmark tool, located conveniently in the Seller Hub, provides you with insights and guidance on how to improve your performance, remain competitive, provide the best service possible and ultimately sell more.

The new metrics will provide you valuable information, including:

  • How often you receive return requests for "item not as described"
  • How often you receive buyer requests for "item not received"
  • Peer benchmarks - comparisons to sellers of similar items and categories
  • Insights into why buyers are making these requests, and tips to reduce requests.

 

High rate of requests:

As a reminder, our ambition is to help you sell more and manage your business better. Starting from 1 October 2018, if you have very high rates of after-sale requests, then you may be subject to additional fees or consequences, such as:

  • For very high rates of Item not as described - an additional 2% fee applied on final value fees in affected categories

We want to protect the buyer and shopping experience and help you provide a great customer experience. Please ensure you continue to meet eBay’s minimum selling requirements, so that you can better meet buyer expectations and avoid any additional fees or consequences.

For more information please review our Service metrics policy.

 

When is this happening?

The above will be introduced as follows:

  • Service metrics & benchmark tool - Available now
  • Application of additional 2% fee on final value fees -  1 October 2018
     

What you need to do:

We’re empowering you to proactively manage requests and returns, and better manage non-performing sales. We recommend that you familiarise yourself with the new tool and continuously review your after-sale metrics as your business grows. We want to help you sell more and we’ll continue to invest in our tools and so that you can maintain the standards customers expect.
 

How are my peer benchmarks determined?

To determine your “Item not as described” peer benchmark, we group you with sellers who:

  • List on the same eBay site and in the same category
  • Share the same assessment lookback period (3 or 12 months), as determined by transaction volume
  • Have a similar average selling price
  • Sell items with similar item conditions – generally new or not-new conditions
  • Offer a similar returns policy – usually returns accepted or returns not accepted policies
  • Sell items with similar buyer-facing delivery estimates.


To determine your “Item not received” peer benchmark, we group you with sellers who:

  • List on the same eBay site and to post to the same destination
  • Share the same assessment lookback period, as determined by transaction volume
  • Have a similar average selling price
  • Sell items with similar buyer-facing delivery estimates.
     

 

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Pricing Guidance Roll Out

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So we can provide you with the optimal pricing recommendations to boost your conversions and sales, pricing guidance will be available soon to all sellers. The new guidance will provide you with price suggestions based on eBay’s sales data to help you be informed about competitive prices.

 

How do you benefit?
By considering your current listings in light of the pricing guidance, you could:

  • Increase visibility in search results and chances of selling
  • Offer a more competitive price, where possible
  • Benefit from eBay’s sales data.

In fact, we've seen that eBay sellers in the UK who reduced their prices (to our suggested prices or below) tripled their sales on average*.

*eBay UK data, September 2017. Based on 3,046 price revised listings from 688 sellers collected between 3 September 2017 and 9 September 2017.

 

When is this happening?
The full roll-out of pricing guidance will be available soon. It’s currently available for selected sellers - head to the Growth tab in Seller Hub to see if it’s switched on for your account.

 

 

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Seller Hub Migration

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At eBay, we want to provide you with the best tools and resources so that you can maximise your sales and business growth. The Seller Hub is an extremely valuable tool for sellers and makes managing your business more streamlined, seamless and efficient.  

That’s why from August 2018, we’ll begin automatically migrating sellers to the Seller Hub experience, providing sellers who have not opted in a destination with great resources, powerful marketing tools and valuable insights.

If you’re currently using My eBay, Selling Manager or Selling Manager Pro, you will be automatically migrated to the Seller Hub experience and you will no longer be able to revert back.

With the peak season just around the corner, you can opt-in earlier to the Seller Hub experience. It’s the single go-to destination for professional sellers, helping you run your business and increase your sales!

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Enhancing Your Customer Support

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At eBay, we know that offering exceptional customer support could lead to greater customer satisfaction and repeat purchases. Being able to communicate with potential buyers and answer any questions they may have is essential to building buyers’ confidence when shopping with you.

As of late July 2018, you’re now able to help buyers make purchase decisions and improve your chances of selling with a new "contact seller" feature. The new opt-in feature will make your customer service phone number available for pre-transaction support as well as post-transaction on desktop and mobile devices.

This new eBay feature is a pilot and is available now. You may see an increase in conversions and repeat purchases as a result of providing an excellent customer experience.

Please note: From mid-August, your customer service number will be visible to buyers on desktop and mobile. It’s currently visible on desktop only.

What you need to do: As of late July 2018, you can opt-in / opt-out at anytime within Manage communication with buyers in your account settings.

 

Buyers can access a seller’s customer service number through:

  • The FAQs page, under ‘Other’

 

  • Contact seller’ and an eBay message from buyer to seller

 

  • Replying to a response from a seller

 

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FAQs

FAQs - Service Metrics

FAQs - Pricing Guidance

FAQs - Seller Hub Migration

FAQs - “Contact Seller” Feature

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