eBay Spring Seller Update 2018

Some Good News, Yet The Pain Is Real

Kathy TerrillI Love To Be Selling

eBay's Spring Seller 2018 Update is out. Like all of eBay's updates, there's some great news for sellers, and there is some not so great news.

The great news is changes and options for eBay shipping and eBay Stores.

The not so great news is what is happening with eBay returns, some fee increases and dramatic changes to Top Rated Plus status.

First a Little BackgroundFor years now eBay CEO Devin Wenig has spoken of Artificial Intelligence and structured data. Translated to seller talk, it means changes on the eBay platform. The upgrades make eBay search more intuitive and individualized for eBay shoppers. Different customers, based on their shopping patterns and behavior are shown different products. eBay is not alone in this platform evolution. All the big retailers do it.

It is ultimately good for sellers. More sales for eBay means more sales for sellers.

Bob Kupbens, eBay's VP Of Business To Consumer Selling spoke of this in his recent blog post, “we will be reimagining the shopping experience and making eBay more personalized, intuitive and easy to navigate. We’ll help buyers find what they want quickly by leveraging product based commerce and our advances in structured data.

As sellers, for us to reap the sales benefits of this evolution, it's necessary to stay on top of the site changes. Let's go!

We’ll invest heavily in cutting-edge technologies including artificial intelligence, augmented reality, and more, creating an eBay like you’ve never seen before. We’ll also ask for your valuable expertise and feedback in regards to the eBay catalog as we continue to roll out our new model of shopping.”

The Good NewsHooray for eBay Shipping!

eBay Guaranteed Delivery.

eBay is listening to its sellers.After a wildly successful beta test of eBay's Guaranteed Delivery program late 2017, it will be rolled out to hundreds of thousands of sellers in March. GONE is requirement to use eBay's shipping labels to qualify. This is awesome news for cross channel sellers that use programs like ShipStation and Stamps.com.

The qualification for eBay's Guaranteed Delivery is 100 transactions within 12 months of selling and 3% or lower for your late shipment rate. eBay says it will notify qualified sellers. If you’re unclear on the current

Guaranteed Delivery wait list, here's the link. Click OPT IN NOW. It will roll out to many sellers in March of 2018. http://pages.ebay.com/seller-center/shipping/ebay-guaranteed-delivery.html

While you wait to be included in this super program, make sure you have same or one business day handling time on your items. You also need to require immediate payment. Use The Guaranteed Delivery Bulk Editing Tool to know which items currently qualify for this awesome program.

Pro Tip

Offer more than one shipping option to your shoppers. By giving shoppers shipping choices and upgrades of let's say USPS first class, Priority Mail and Express, your item will show in several Guaranteed Delivery filters. Showing in more filters, means more exposure for your items!

New eBay Labels Experience!There is more good news for sellers in eBay shipping.

eBay shipping labels is simplified and streamlined. Literally with a glance, sellers will clearly see what the prices are for various shipping options. This makes for a faster workflow for sellers It also makes it simpler to choose between let's say shipping in a USPS Priority Regional A box or a regular USPS Priority box. Sellers will clearly see estimated delivery dates for shipping services, making choices clear.

An easier workflow saves eBay sellers precious time.

This is especially helpful to newer sellers. This new shipping experience is available to some eBay sellers now. It will be rolled broadly over the Summer.

I love this new shipping experience. I'm all for anything that saves me time, and helps me to take care of my shoppers!

eBay Stores Rock!

For years sellers have asked eBay for more store levels. We got it! There is now an eBay store level under the Basic Store. Welcome the eBay Starter Store. If you have upwards of 50 listings, do the math. This could be a fit. Fees are as low as $4.95 a month. Starter Stores come with 100 free listings. They are equipped with all the benefits of a store EXCEPT they receive NO shipping supplies coupon.

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According to a senior staffer IF you have a Basic Store and want to downgrade to a Starter Store, you can! It needs to be done quickly to avoid penalties. Contact eBay customer service before the end of May.

Pro Tip

eBay Stores have numerous benefits. With an eBay store you have:

1. Lower final value fees2. A store description which is crawled by internet search

engines.3. Store categories which make it easier for shoppers to shop

with you.4. Powerful Promotional tools. eBay Store owners can run

sales, offer discounts, coupons and more under Promotions Manager.

5. You can put your store on vacation.6. Access to eBay's paid search program Promoted listings.

Enterprise Level Store

Very large sellers are now offered the choice of an Enterprise Level store with 100,000 listings included.

Sellers have asked for a store level between Premium and Anchor.

That has not been added at this time.

Store “Do-Overs” Are ComingeBay stores are getting a "do over'! Starting in May non custom stores will be migrated to https pages. They will have a new, more mobile friendly look. The improvements are promised to carry search and security benefits. I have been assured by eBay senior staffer, eBay stores continue to offer store header and logo areas, store descriptions and store categories.

At some point in the future, custom stores will be migrated. No specifics are available right now.

As I get insider information I’ll post on my Facebook Business page I Love To be Selling.

Some Pain For Sellers! You Have Choices.More Fees! eBay Stores Fee Increase. Listing Fee Increase.

As of May 1 there will be a fee increase to the eBay store Basic Store.

eBay Basic stores will have a fee increase of five cents ( 25 cents up from 20 cents) for listing fees AFTER they use up their free listings. Listing fees for non store owners will increase to 35 cents after using their allotment of free listings. The new Starter Store offers a thirty cent insertion fee.

Get out your calculators and do the math to know the right level for you. For most sellers if you around 65 listings a Starter Store will save you money.

Mixed news on Inventory Optimization And Growth Tools.Inventory Optimization

eBay Catalog Mandatory. Helps Shoppers Browse And Buy. Good for sellers.

To make shopping easier and more mobile friendly for shoppers 14 Categories are migrating to catalog pages. When listing in these categories sellers must list with catalog information. THIS IS MANDATED FOR THESE 14 CATEGORIES ONLY. They are: AM Cooling Fan, AM Fan Heater, AM Humidifier, Chromecast, Echo, Firestick, Home, iPads, and iPhones, Jambox, Premier / Express 1/2/3/4, Pure, Thermostats and TV.

Impacted sellers will see recommendations about their relevant listings in their Seller Hub in mid March.

From now through April sellers will need to move their impacted listings to catalog.Information on how to best do this migration is HERE.

As of May, all new listings IN THE 14 PRODUCT LINES must be listed in catalog.

THIS APPLIES TO ABOVE MENTIONED 14 CATEGORIES ONLY.

Regardless of whether the item is new or used, while using the mandated catalog for the 14 categories, sellers may upload their own pictures in addition to catalog pictures. This is a great way to stand out from the crowd.

Get more hot listing tips on my YouTube Channel.

Pro Tip

eBay Listing Category ChangeseBay Listing Categories. Good For sellers.

eBay typically does some changes to listing categories in every update. For this update there are changes to Antiques, Business & Industrial, Clothing, Shoes & Accessories, Crafts, Dolls, & bears, Health & Beauty, Home & Garden, Motors, Sporting Goods, and Toys & Hobbies. As of April 10, all changes will be in effect.http://pages.ebay.com/sellerinformation/news/sprupd16/category-item-specifics.html

Sellers will note additions and changes to item specifics. The updated item specifics offers shoppers filters they look to use. As you have time, update your item specifics to take advantage of added search benefits.

Sellers are able to list items in two categories and pay the relevant listing fees. Typically they have been charged a Final Value Fee of lower prices of the two categories. As of May 1, that is changed.

If sellers list in two categories their Final Value Fee will be from the higher priced of the two categories. This encourages sellers to list in relevant categories.

Growth Tools - Use of eBay Structured DataGrowth Tools. Use of eBay Structured data. Needs improvement. No pain here.

Part of eBay's structured data initiative is giving sellers more data in their Seller Hub. Under Growth Tools sellers are given recommendations for their listings. This will be expanded with more data and pricing guidance being offered to sellers. This will be available later this year.

I have found the growth tool of minimal help. A few times there has been helpful pricing guidance. For the most part I find it useless. When I click on my items that are the GROWTH area, I am told eBay does not have sufficient data for recommendations. I spoke with a senior eBay staffer concerning this. I was told the item is there for a reason. Use it as an opportunity to look and see how I can improve it. I do that now. I check price, solds, and my title to make sure my listing is optimized. I look forward to seeing this area expanded with more useful suggestions. I applaud eBay for wanting to deliver more data driven suggestions to sellers.

Pro Tip

The Pain Is Real. eBay Returns, Top Rated Plus SellersReturn Policies are typically a pain point for sellers. We have to offer a generous returns policy to attract shoppers. With the Spring Update eBay is taking returns up a notch. I do have some solutions to minimize the pain. Here we go.

Restocking Fees are GONE. Ouch for some sellers.

Sellers will no longer be able to charge a restocking fee. Period. End of story.

Did you charge a restocking fee?

To deal with the loss of revenue from the new policy of no restocking fee, some sellers may look to increase their item’s price.

If you charge for shipping, increasing your shipping price is another solution.

Look further along in this guide at what eBay is offering re partial refunds on free returns. That may be your wisest choice.

Changes to Return Policies & Top Rated SellersThe pain is real!

ONLY FIVE Returns Policies will be allowed they are:

1. No Returns2. 30 days buyer pays return3. 30 days FREE returns4. 60 days buyer pays return5. 60 days FREE returns.

*Note the absence of 14 day returns* I hear some sellers screaming.

Some Background on ReturnsFor quite some time now 30 days returns has been the norm in eCommerce. According to TermsFeed Blog 6% of shoppers consider the returns policy before buying

In addition The Washington Post explains that offering a wider window for returns decreases returns. The main logic offered is that with a more generous return policy, customers forget to return the product.

With all that being said, we all sell in different categories to a variety of customers. Some categories, shoes come to mind, have a very high return rate. Other categories, like collectibles, have few returns. Pick the return policy that works best for you. Note, that you can offer different policies for different items.

So, eBay is really pushing free returns. It is now tied to getting your 10% fee reduction for Top Rated Plus. eBay has always linked what it sees as its best practice to the Top Rated Plus discount. In the past it was tied to handling time (same or one business day), then length of return policy (30 day) and now free 30 day free returns. As of June 1 to receive the 10% Top Rated Plus discount, sellers must offer free 30 day returns.

Seller Protection Can HelpTo be clear, the criteria to become a Top Rated Sellers is STILL THE SAME. What is changing are the rules for Top Rated Plus and its coveted 10% discount.

Seller Protection can ease the pain for some.

Now, to sweeten the deal, eBay is offering some nice seller guarantees to those offering free returns. IF you offer free returns and item is return to you damaged, missing tags, the original box etc., you the seller may give the buyer a partial refund AND EBAY WILL PROTECT YOU.

If you offer free returns, give a partial refund, and get an argumentative customer and or bad feedback, eBay will step in and handle it under their money back guarantee promise. THEY PROMISE THE REMOVAL OF THE BAD OR NEUTRAL FEEDBACK.

The seller protection for free returns is in effect now. All sellers are covered that offer free returns.

This "simplified" return process of the four choices goes into effect June 2018.

Sellers that previously offer 14-day returns must change to 30 days. I talk with hundreds of sellers. I have not seen issues with offering 30-day returns. When I switched from 14 day to 30-day years ago I saw no increase in returns. Now, the issue of free returns and Top Rated Plus discounts. I am not here to tell you that free returns is fun to offer. BUT, if you want your 10% discount that's the rules. There are a couple of ways to deal with this change. LOOK at your returns. Do you get any? If you get only a few, do it. Watch the results, if nothing changes, good for you.

Pro Tip

You have the discount and all is well. Should you notice an increase in returns, revise your listings and remove free returns.

Let's say you sell in high return category. Is the 10% discount worth the cost of taking the returns? Consider that you can do partial refunds for items returned damaged. Do the math. What I am doing is, in my low return categories I am doing free returns. I have for months now. My returns have not increased at all. My sales have. I sell in a few high return categories. In those categories I will not offer free returns. eBay gives me the power to choose. You have the same power.

Bring on the BuyersIn closing, I applaud eBay for its aggressive upgrades using structured data and Artificial Intelligence. eBay has just scratched the surface in this shopping evolution. Sellers will rejoice with the rollout of eBay's Guaranteed Delivery. It is a win - win for buyers and sellers alike. Shipping Enhancements are a welcome addition to Seller Hub.

A new Starter Store is a great addition to help sellers scale their online business. The simplified returns process makes it easier for shoppers, as there will be fewer return policies on eBay. Sellers offering less than 30-day returns will need to change. No restocking fees will hurt some vendors that have counted on those fees to be profitable. The biggest ouch for sellers, is the mandatory 30-day free returns to get the Top Rated Plus discount. My encouragement to sellers is, carefully analyze your returns. You have choices. You don’t need to offer free 30-day returns on everything. Test and see what works for you.

The Spring Seller Update 2018 is all about cutting edge technology bringing us buyers. That is certainly something sellers are behind. Cha Ching!

If you have questions on the update, feel free to post in either of my Facebook groups, eBay Selling Basics Nothing But Selling Basics, and eBay Stores Nothing But eBay Stores.

About the Author

Kathy Terrill is here to help you crush it on eBayShe is a New York-based professional actress who has more than 25 years of experience in brick-and-mortar retail and over 6 years as an on-air product presenter for QVC, the shopping channel.

Kathy started her eBay selling in small way. Kathy sold items from her Manhattan NYC apartment while caring for sick family members. Kathy’s eBay business has grown and she is now a Top Rated Silver Powerseller.

You'll find Kathy regularly on Facebook as the founder for the seller group eBay Stores Nothing but eBay Stores which has over 4500 global members, eBay Selling Basics Nothing But Selling Basics, and Online Selling Nothing but Online Selling.

eBay selected Kathy from over 600,000 sellers to win their Small Business Advocate Award for 2017. She is an in demand speaker and private sales coach. She loves to share her expertise at eBay and ecommerce events all across the US.

There are hit classes and great tips to increase sales for online sellers available on her ecommerce blog I Love To Be Selling and her YouTube Channel.

Kathy loves to help sellers of all levels increase sales with practical tips she gleans from her extensive retail experience.

"The author is not an employee of eBay Inc. or any of its affiliated companies. Views expressed in this book are the author's own, and do not reflect the views of eBay Inc., its employees, affiliates, or indeed anyone else."