Seller Update

Why are you removing the PowerSeller logo?
The PowerSeller logo will be removed from all buyer-facing pages from October. This is because buyers don’t necessarily perceive that the PowerSeller logo is an accurate reflection of service quality.

What changes are happening to the PowerSeller programme and when?
In October 2009, with the launch of the eBay Top-rated programme status:

• The PowerSeller logo will no longer be seen by buyers on eBay.
• Featured First will be reserved for eBay Top-rated sellers only.
• For those sellers who meet the requirements for the new Top-rated seller status, the volume requirement will be changed to 100 transactions annually.
• For PowerSellers who do not qualify as eBay Top-rated sellers, the current discount schedule will continue until 15th January 2010. There will be no change to the ways sellers can qualify as a PowerSeller.

In January 2010:

• New Final Value Fee discount structure for all PowerSellers starting 16th January.

Starting 16th January 2010, if I am a PowerSeller but I don’t qualify for eBay Top-rated seller status, do my discounts change?
Possibly. Starting from 16th January 2010, if you qualify as a PowerSeller and perform above standards, you will receive a final value fee discount of up to 15%.  If you qualify as an eBay Top-rated seller, you will receive up to 30% discount.

What is the period of time that the rate of 1s and 2s on DSRs and minimum average DSR calculated? If I am a low volume seller, can one or two bad transactions mean I lose PowerSeller or eBay Top-rated seller status?
The time period for evaluation depends on a seller’s volume. For sellers with more than 400 transactions during the most recent three calendar months, the evaluation period for both minimum average DSR and rate of 1s and 2s will be the most recent three calendar months. For all other sellers the evaluation periods will be the most recent twelve calendar months.

For low volume sellers with less than 400 transactions a year, the rate of 1’s or 2’s on DSRs will be based on a specific maximum number of total transactions and not a percentage. Once a seller reaches more than 400 transactions a year, the rate of 1s and 2s on DSRs will be calculated as a percentage.

The new seller statuses chart provides specifics on the evaluation period and criteria for sellers by volume and seller performance segment.

How are rates of 1s and 2s calculated and how can I find out my current rates?
The rates of 1s and 2s are calculated for all four DSRs: Item Description, Communication, Dispatch Time, and P&P Cost. There are allowed rates of 1s and 2s for each of the four DSRs for eBay Top-rated sellers and all other sellers. The calculation is as follows:

Number of 1’s or 2’s received, divided by the total number of transactions

Remember, the total number of transactions includes all transactions, not just transactions where DSR scores were received. Here are some examples of how rates of 1s or 2s are calculated.

At the end of this month (July), you’ll be able to see a monthly updated snapshot of your rate of 1s and 2s by each DSR on your Seller Dashboard. Starting in October, you’ll be able to see your ratings updated daily.

Why is eBay only counting domestic DSRs?
Sellers who sell internationally can be disadvantaged in postage-related DSRs because of customs and other factors. This change will allow sellers to continue to expand their businesses internationally without risking their performance ratings too much.

What about Ireland?

Ireland (IE) will be included for the Top-rated seller status as a lot of cross border trade takes place between the UK and IE. IE and UK will be treated as one ‘region’ so transactions for this region will include both IE and UK transactions.

I’m a French PowerSeller, am I able to be a Top-rated seller in the UK?
Yes. All PowerSellers who are registered as a business on an EU eBay site are able to become Top-rated sellers. You need to have at least 100 sales to buyers from the UK and Ireland in the last 12 months and meet the average and low DSR thresholds.

Can I qualify for Top-rated seller on eBay.com?
All PowerSellers regardless of where they are registered can also qualify to be an eBay Top-rated seller on eBay.com as long as they meet the US thresholds.

What’s to stop my competitors buying items and giving me low DSRs to kick me out of the programme?
Based on our models the incidence of DSR abuse is very low but we continue to develop our models to ensure we can catch this behaviour if it occurs. Abuse of the feedback system will not be tolerated and there are policies already in place to address it: http://pages.ebay.ie/help/policies/feedback-manipulation.html. Also, because we are primarily evaluating sellers on the rate of low DSRs, a small number of transactions or buyers will not significantly affect the seller’s standing for the vast majority of business sellers.

Why are the thresholds so low? It’s totally unrealistic to have less than 0.5% low DSRs?
Buyers from eBay Top-rated sellers would happily recommend those sellers to others. This is deliberately a high bar to reward the great over the good and ok sellers. Shoppers expect more from online sellers than the high street and eBay sellers now need to offer great service as well as great deals. There are sellers of all sizes in all our categories who qualify to be eBay Top-rated sellers.

Can you provide some examples of unprofessional language and tone?
Of course, take a look below to see what we mean:

“Due to bad buyers on eBay, you must contact me prior to bidding or your bid will be cancelled and you will be reported to eBay!!”

“I have had so many bad transactions with zero feedback buyers. So, if you are new, don’t bid!”

“I am forced to use PayPal.”

What’s the purpose of the new policy?
Buyers expect clear, concise and informative descriptions. Conflicting information and negative or irrelevant comments can put a buyer on the defensive and give a poor impression of eBay. Clear guidelines and standards regarding professionalism on eBay will benefit both buyers and sellers. The new policy is designed to:

• Give buyers a professional shopping experience
• Clearly show sellers what aspects of the transaction they are accountable for
• Help sellers take responsibility for the buyer experience

When does the new Selling Practices Policy take effect?
From October 2009, violations of the new Seller Responsibility Policy may result in the loss of eBay Top-rated seller status. Wider enforcement will begin in early 2010.

What do I need to do to make sure I’m complying with the Selling Practices Policy?

• Check any terms and conditions within a listing to make sure they’re consistent.
• Change any generic templates that include multiple or inconsistent conditions for the same item.
• Include accurate information regarding postage costs, dispatch time and returns policy.
• Remember you’re responsible for your item until it arrives safely in the buyer’s hands. Don’t imply in any way that once the item is posted you’re not responsible for timely delivery or condition on arrival.
• Avoid disclaiming the availability of the item listed and remove or edit listings when you sell out.
• Review your listing descriptions and listing templates and make any necessary changes – bulk editing functionality will be available from the end of September.