Comments on: Lorrie Norrington Keynote at eCommerce Summit http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/ an inside look at the wide world of eBay, Inc. Thu, 09 Feb 2012 05:43:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Beni Masselli http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/comment-page-2/#comment-3445 Beni Masselli Fri, 20 Jun 2008 00:02:11 +0000 http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/#comment-3445 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! Wouldn’t it be more constructive 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 compromise 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 band aid. 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 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 disintegrate. Thank you, Be 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! Wouldn’t it be more constructive 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 compromise 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 band aid. 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 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 disintegrate.
Thank you,
Be

]]> By: Beni Masselli http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/comment-page-2/#comment-3442 Beni Masselli Thu, 19 Jun 2008 19:29:01 +0000 http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/#comment-3442 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 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

]]> By: Mechelle http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/comment-page-2/#comment-907 Mechelle Tue, 29 Apr 2008 18:02:04 +0000 http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/#comment-907 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. 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.

]]> By: Patricia 1 http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/comment-page-2/#comment-902 Patricia 1 Tue, 29 Apr 2008 17:36:02 +0000 http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/#comment-902 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. 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.

]]> By: Richard Brewer-Hay http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/comment-page-2/#comment-898 Richard Brewer-Hay Tue, 29 Apr 2008 17:19:21 +0000 http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/#comment-898 @BrewsNews I received the following from Colin Rule about your specific case: TheBrewsNews wrote: We call Paypal to find out how the customer can keep the product AND have his money returned when we followed all the paypal seller protection rules and even went above and beyond in our offer to pay for return shipping. Paypal’s response is that the buyer told the credit card company that they were not given return instructions and thus couldn’t return the product. Excuse me? "This is unquestionably a painful case. But this is consistent with the point I’m trying to make about chargebacks. The decisions they make are often inconsistent and ill considered. If this had been a PayPal claim, you definitely would have won, because you went beyond the call of duty in offering to pay the return shipping." "The industry average for successful chargeback representments is something like 25%. PayPal wins about 50% of the charges we represent. That said, we are still totally subject to the decisions of the credit card companies. I bet PayPal would have provided that information had the card associations asked for it, but I bet they never even asked. Chargeback decisions are often communicated in codes instead of actual conversations." "What I don’t understand is how, if you were eligible for Seller Protection on the transaction, you weren’t protected from the chargeback liability. Can you email me the details at crule@ebay.com and I’ll look into the case further for you? It sounds to me like you should have been covered regardless of the decision from the card associations." BrewsNews, I have provided Colin with the specific information that you sent me in email. Cheers, RBH @BrewsNews

I received the following from Colin Rule about your specific case:

TheBrewsNews wrote: We call Paypal to find out how the customer can keep the product AND have his money returned when we followed all the paypal seller protection rules and even went above and beyond in our offer to pay for return shipping. Paypal’s response is that the buyer told the credit card company that they were not given return instructions and thus couldn’t return the product. Excuse me?

“This is unquestionably a painful case. But this is consistent with the point I’m trying to make about chargebacks. The decisions they make are often inconsistent and ill considered. If this had been a PayPal claim, you definitely would have won, because you went beyond the call of duty in offering to pay the return shipping.”

“The industry average for successful chargeback representments is something like 25%. PayPal wins about 50% of the charges we represent. That said, we are still totally subject to the decisions of the credit card companies. I bet PayPal would have provided that information had the card associations asked for it, but I bet they never even asked. Chargeback decisions are often communicated in codes instead of actual conversations.”

“What I don’t understand is how, if you were eligible for Seller Protection on the transaction, you weren’t protected from the chargeback liability. Can you email me the details at crule@ebay.com and I’ll look into the case further for you? It sounds to me like you should have been covered regardless of the decision from the card associations.”

BrewsNews, I have provided Colin with the specific information that you sent me in email.

Cheers,
RBH

]]> By: CrunchyPostingGoodness http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/comment-page-2/#comment-847 CrunchyPostingGoodness Sat, 26 Apr 2008 02:05:20 +0000 http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/#comment-847 <i>“We, as sellers (eBay’s customers), have clearly moved to the next level in our relationship with eBay.”</i> 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". “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”.

]]> By: Patricia 1 http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/comment-page-2/#comment-845 Patricia 1 Sat, 26 Apr 2008 01:54:21 +0000 http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/#comment-845 @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 @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

]]> By: Sandi http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/comment-page-2/#comment-842 Sandi Sat, 26 Apr 2008 00:49:32 +0000 http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/#comment-842 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. 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.

]]> By: JJH http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/comment-page-2/#comment-841 JJH Sat, 26 Apr 2008 00:18:14 +0000 http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/#comment-841 "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. “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.

]]> By: Davey http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/comment-page-2/#comment-833 Davey Fri, 25 Apr 2008 22:07:13 +0000 http://ebayinkblog.com/2008/04/23/lorrie-norrington-keynote-at-ecommerce-summit/#comment-833 @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. @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.

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