Lorrie Norrington Keynote at eCommerce Summit

Patricia 1On 04.24.2008 at 3:39 pm Said:

Amen to that! No matter what you tell them or how you explain it…they continue to kick and bruise sellers as though they can easily be replaced…..that time is coming to and end, ebay. You’re reputation is becoming legend and its not on the good side!

DaveyOn 04.24.2008 at 3:47 pm Said:

One last thought for now…

Wouldn’t it be great if you went to one of these keynote things and the presenter didn’t talk about grandiose plans or how they bought their shoes on eBay before jetting off somewhere else, but rather sat down and laid out goals for the site, asked questions of the audience, then listened and took notes?

Seems to me that looking back in history, this is how some kings kept their thrones (and heads) from restless serfs–having audience days to address general injustices.

That happened to me once when at an Intel Developer’s Forum. It greatly changed my opinion of the top management at that time.

implogOn 04.24.2008 at 5:09 pm Said:

Richard:

What answer did Lorrie give when you asked her my question about her policy statement on negs left for sellers in Unpaid Item Disputes, specifically how can a neg given by a buyer to a seller after the seller files an Unpaid Item Dispute be justifiable if the buyer claims “seller non-performance” or “item condition” for an item never sent by the seller and never seen by the buyer?

Thanks in advance.

JJHOn 04.24.2008 at 5:44 pm Said:

@Richard: “I don’t know how many attendees actually read this blog (it’s early days after all) but if they are reading, it would be nice for them to chime in on what they saw.”

Yes, that WOULD be nice. At least it would be some sort of a clue that all this passionate posting is being read. But I’m sorry if I’m sounding cynical, but all this posting isn’t going to do one iota to change anything. These plans are cast in stone, and really we are all just “pissing in the wind” so to speak (I hope that’s acceptable). I don’t for a minute believe that anything discussed in this blog will change any of ebaY’s direction. Sorry, it’s just how I feel.

To my knowledge two eBay employees with “clout” have posted here. The first was that communications guy (forget his name). What happened? He got shouted down, and he left. The second was Griff, he got shouted down and he left.

The fact that they left, and don’t stay to counter the argument is because nothing we say will change them. They must also feel that “why should I even bother, they don’t believe me anyway”.

But wouldn’t it be interesting if Donohue had the guts to post here and take on some of the really hard questions in a honest and non-corporate speak way and had the courage to stay and take the heat. Won’t happen though, he’s a busy man, and Lorrie is too busy buying shoes. At my place of business ebaY is blocked, I guess at yours it’s OK to waste time browsing ebaY.

ebaY must be a hard company to work at, especially in the communications area. I’ve said it before, I’ll say it again, I couldn’t work at a company that was so widely hated and constantly had bile spewed at it in every conceivable forum. My skin’s not that thick. I’m sure by now you ought to be feeling the extreme frustration yourself that’s coming from the outside. I imagine it’s the same at Microsoft, but I think your company is more widely despised. Sorry.

NoblespiritOn 04.25.2008 at 7:42 am Said:

PESA has held 12 major Summits and events across the United States and Australia since 2004. For the ECMTA, this was our coming out party with PESA. I have personally been to 2 eBay eCommerce Forums for its professional sellers and every eBay Live except for one as both a participant or exhibitor of some kind.

I have witnessed the full spectrum of private and public interaction between eBay’s top executives, managers and staff with a broad strata of eBay sellers from casual eBay sellers to mult-national conglomerates who sell on eBay.

The recent changes which were introduced to the community at the last eCommerce Forum that took place recently in January, was met with some recognition of the bold steps being taken; however, much typical anxiety and the residual frustration, we as sellers, have historically come to expect at all these meetings.

The eBay session, that took place in room B, (a rather large room) just after the keynote was full.

Lorie sat on a panel. Along with her staff, she answered long ques of questions with a clarity and sincerity that was much appreciated by everyone in the room.

I have never seen so many sellers leave an eBay session so well attended, so dynamic, so incredibly informative and so positive.

eBay made notes to take back with them. And I believe they mean to act on them. I believe we will see the fruits of the exchange that took place in that room materially and expeditiously.

We, as sellers (eBay’s customers), have clearly moved to the next level in our relationship with eBay. There is clearly a new eBay corporate culture beginning to take shape. Certainly there are difficult roads to navigate that lie ahead, hard questions to which it will take some considerable effort to find the answers.

I believe that the faces I saw leaving that room now know, for the first time, that we have a meaningful framework within which to construct the solutions. Keep the questions coming and we will keep that framework alive and well!

Regards,

Joe Cortese
Founder/Chairman

nicoleOn 04.25.2008 at 11:31 am Said:

Aiming for a better buyer experience? Oh my it’s worse now than I have ever seen in all my years on ebay. I just wrote to Ebay about this for the 10th time and still nothing is done. Talk about seller violations all over the place!! Ebay said it’s evaluating the multiple listing limit of 15 and therefore will not enforce their own policy, even though the new policy is not effective yet. This is what I wrote, and please try what I say:

“I understand that you are trying to better the buying experience on Ebay but in fact you’re doing the complete opposite. It’s so bad now, worse than ever and I can prove it. Do a search for “wedding cameras” and see what a disaster the best match is for the buyer. Ebay will go down the drain if you don’t do something about this, and quickly.
Please please, just look at what I am talking about!! Buyers are emailing me as to the disaster they have to sift through just to see a decent auction!
OMG, please just look, thats all I ask.

Thanks!!

DaveyOn 04.25.2008 at 3:07 pm Said:

@Noble: “I believe that the faces I saw leaving that room now know, for the first time, that we have a meaningful framework within which to construct the solutions. Keep the questions coming and we will keep that framework alive and well!”

I sure hope so, as the Machine keeps on eating its young. The keynote didn’t tell me anything other than eBay internally unwelcomes itself (Lorrie’s comment how sellers on eBay that don’t put customer service first are not welcome on eBay). What a conflict–it will take herd of corporate shrinks to get this conflict resolved.

I’d like to hear PESA’s stance on the posit that free shipping is now the eCommerce “standard.” It sure isn’t where I shop, unless I either hit a promotion or buy a lot at one time. My guess is that Amazon doesn’t realize this is the standard yet either, nor eBay’s own trinket store as has been pointed out.

While I realize that free shipping only makes it easier for the buyer to compare total delivered pricing, all that free shipping does for me as a seller is to increase my fee burden as the cost of shipping now gets rolled into the commissionable price. Other than the psychological ease for the buyer, the total price to the buyer goes up to cover eBay’s increased take as does the confusion on promoting this feature domestically while not internationally on the same item.

How about suggesting via PESA that eBay do the following related to Free Shipping to speed its adoption?

o Give free shippers automatic 5’s on the Shipping Cost DSRs. That’s only fair, isn’t it?
o Give free shippers a pre-figured FVF exemption for the portion of the price related to shipping, as figured on a standard scale based on weight, dimensions, and shipping method. That may not be a perfect match, but it will be a token anyway

Those two suggestions seem eminently fair, and will prove what eBay’s motives really are in the Free Shipping charade. I’d vote that their increased take is higher on their list than buyer satisfaction, but we’ll see I guess.

Then, on the shipping time DSR, make the stars automatic if the payment clearance time and shipper acceptance can be figured electronically, and let the buyer spec the stars only if not. This is not only very fair, but will encourage shippers to use electronic acceptance confirmation methods with their shippers, thus a better buyer experience.

JJHOn 04.25.2008 at 5:18 pm Said:

“We, as sellers (eBay’s customers), have clearly moved to the next level in our relationship with eBay.”

I’m sure you’ll appreciate that I’m skeptical. Lip service is easy. Kool Aide tastes good.

“There is clearly a new eBay corporate culture beginning to take shape.”

Yea, there sure is. One that’s anti-seller.

SandiOn 04.25.2008 at 5:49 pm Said:

As a buyer I just look at total (and exactly where are all these free shipping places - I must shop at the wrong place).

I am also very aware on ebay if a seller has free shipping I am probably paying an extra 8.75% because they had to put the extra money ebay will collect on that “free shipping” on top of the buyer.

So ebay thiks buyers are morons and will think “free shipping” is really free?

Paying extra to get free shipping will not improve my buying experience, trust me, it will not.

Patricia 1On 04.25.2008 at 6:54 pm Said:

@implog:

“Ms. Norrington:

We’d like to help you learn to help yourself. Look around you. All you see are sympathetic eyes.

Here’s to you Ms. Norrington!”

I’m sorry but I’ve been laughing over that one since you posted it…and I just can’t stop! LOL

CrunchyPostingGoodnessOn 04.25.2008 at 7:05 pm Said:

“We, as sellers (eBay’s customers), have clearly moved to the next level in our relationship with eBay.”

Not if one has to pay an attendance fee to be heard. Amazon hears and responds to me via email and phone conversations. I am not required to join an organization with dues or pay an attendance fee to be heard there.

Also, I know that it was mentioned that some small sellers where in attendance, but I would be curious to know how many, exactly. Plus, what is the criteria being used to define “small”.

Patricia 1On 04.29.2008 at 10:36 am Said:

If buyer now has his money back AND your item can’t he be charged with theft of the item? If crule can’t get you anywhere I definitely would contact the police dept in the buyer’s locale. I bet that buyer makes a lot of money stealing in this way. I know credit card companies don’t generally bother…they simply reverse the charge and they do not delve into the details. Nevertheless, the buyer can’t legally be entitled to keep both his money and your item.

MechelleOn 04.29.2008 at 11:02 am Said:

Why then does PayPal with all its integrity - knowing the circumstances with credit card charge backs and the inability for their to dispute those on behalf of their customers do they directly suggest in the buyer protection policy to file a charge back with their credit card provider? How is this consistent with their purposed service benefits?

Yes, and why is it that seller protection is only available when a credit card is not involved? Seems to me that “seller protection services” with any real essence would act as an insurance policy when procedures are followed. If there is only protection when PayPal/eBay will not sustain a financial loss what value does it hold?

The greater question is - if PayPal knows that they will not sustain the loss themselves and knows that winning a charge back with the creditor isn’t likely - why do they require the acceptance of credit cards by sellers? And charge us a higher fee when they are used as a payment method?

I again assert that PayPal/eBay rule on the side of which ever party will not cause them a loss- buyer with credit card wins- no credit card used seller wins.

Beni MasselliOn 06.19.2008 at 12:29 pm Said:

I’ve been a member of eBay since the 1900’s. It’s a great tool and a good way for people who want to buy something or sell something. It’s also a great business tool. I’m a Power seller and have done very well over the years with eBay. Now we have to modernize. i understand that, but to catapult all of us into a fray of good and bad decisions is not the way to keep the faithful and get new sellers and buyers.
Let’s look at the neutral feedback. It is usually used to inform the seller that something was not quite right but the item was fine and so was the transaction. There is a positive feedback, neutral feedback and negative feedback. Two of those count as negative to sellers.Not fair! Wouldm’t it be more constuctive if you changed the timber and attitude of the neutral feedback and call it a suggestion or an improvement service provided to the seller to help his business get better? The buyer can also include a negative if he doesn’t like what the seller did or a positive to let him know that it went well and will get better with more help from sellers. Let them feel as if we are working in unison and not dueling with each other for merit points, like in high school.I know you are trying to get rid of the shipping scammers and the no-show goods seller. But they only comprimise 5 to 7% of us.This feedback change is like selling the store because someone stole a package of chewing gum. I am a Power Seller and pride myself on my reputation. But if can be stripped away so easily by discrimination instead of help. We are doomed. Lowering .05 here and there is not even a bandaid. What you need to do is gain more trust from buyers, eliminate the non-buyers that waste our time and give sellers a new and professional look, so buyers will gain more confidence in eBay. Right now, we have to pay for a store, pay to upgrade it, pay monthly fees and more. If eBay would come out with their own interface that looks like a big business and let sellers use it it might give that “show business” look needed to attract better buyers and certainly aid more sellers. I’m rambling on, sorry, but I feel very strongly about this and hate to see it disinergrate.
Thank you,
Ben