1. PSAM Training workshop
Date: 28th Apr, 2015

2. SELLING TACTICS

3. eBay Business YOUR eBay BUSINESS Marketing Account Performance
Logistics
Customer Service
Price
Research
Products
eBay Policy

4. BEST MATCH CRITERIA
Item Title – Fitting products, don’t over-use keywords
Seller rating – Top rated seller to gain best match
Price – Cheaper price than competitor
Sold Record – Gain exposure as hot items
Shipping fee – Free shipping under search criteria
Item Location – local location for fast shipping

5. BEST MATCH CRITERIA

6. BUYER BUYING FACTOR Number of people view Number of Watchers
Limited quantity
Sold record
Promotion Tag

7. LISTING ANALYTICS
My eBay > Summary > Application >Manage Applications
2. View all your active listings then drill down by category
1. See how your listings compare to Top Five listings
Revise a listing to optimize right from the application
Review tips for improving your listing performance
3. See trending for a listing

8. PERFORMANCE REVIEW 1. Logistics report Shipping mandate Handling time
Subscribe the report on or > 賣家中心 > 買家體驗報告
1. Logistics report
Shipping mandate
Handling time
2. Selling Allowance
Qualification for increasing allowance

9. PERFORMANCE REVIEW 3. Defect listings
Subscribe the report on or > 賣家中心 > 買家體驗報告
3. Defect listings
Suggest to remove high defect listings
4. Selling performance
- Defect rate in count

10. 非BelowStandardSeller
SELLING ALLOWANCE
Video Verification
Apply to new / dominant account
Increase selling allowance to around 76 after verification
Subject to change
檢查項目
標準值
美國站賣家標準表現
非BelowStandardSeller
過往3個月糾紛率
<2.7%
英國站賣家標準表現
當前銷售額度使用率 
>=50%
德國站賣家標準表現
當前成功銷售比率 
>=1%
全球賣家標準表現
運送時間DSR - 美國
<2 / 0.6%
過去12个月好評率
>=98%
運送時間DSR – 英國
過去30天中差評率
<=2%
運送時間DSR – 德國
<2 / 0.9%
PayPal賬戶狀態 正常
運送時間DSR – 全球
Seller can only request for higher selling limit 30 days after the last request
Make sure the account is qualified for raising selling limit before sending request

11. BE A TOP RATED SELLER

12. SELLER STANDARD 3.0

14. Unexpected defect (Aug)
SELLER STANDARD 3.0
Defect rate will not affect your above standard status until you have transactions with defects from > 8 different buyers (> 5 different buyers to impact Top Rated status) over the most recent evaluation period
3 Months evaluation
12 Months evaluation
Transaction higher than 400 in 3 months (high volume)
Transaction lower than 400 in 3 months (Low volume)
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sept
Oct
Nov
Dec
Today 20th Dec
Unexpected defect (Aug)
Low volume evaluation: 12 month (Dec Dec 2014)
High volume evaluation: 3 month (1st Sept th Nov 2014)
According to moving trend evaluation period, high volume sellers can pass through the unexpected defect transaction period shortly

15. SELLER DASHBOARD
View seller performance of different corridors through seller dashboard
Download report to find out the high defect items

16. VALID SHIPPING CARRIER
Only valid shipping carrier could show detail delivery details
Adopt Shipping tools for upload tracking number automatically
Shipping Mandate:
90% U.S. address require E-express or above service
Check on time lapse of postage after tracking upload
0-4.99USD items (include shipping fee) exclude from this program
Top rated seller in U.S.:
90% of U.S. registered buyer transaction require E-express or above service
All items are included in this program

17. 17
TOP RATED SELLER

18. eBay POLICY & SELLER PROTECTION

19. Auction-style Listing
DUPLICATE LISTING
CANNOT
List identical items in one multi- quantity fixed price listing.
List items with variations such as size and color in one fixed price listing with variations.
Different accounts listing identical items in one site
CAN
Identical items listing on different sites [blocking country of each other]
Buy it Now
Auction-style Listing
Fixed Price Listing

20. DEFECT REMOVAL SCENARIO
Opened Case (INR/SNAD)
Feedback Protection when Seller Wins a Case
Resolved
Removed
(feedback, comments)
All buyer feedback (positive, negative, or neutral) will be
removed
Any related comments and detailed seller ratings left on
that transaction will also be AUTOMATICALLY removed

21. DEFECT REMOVAL SCENARIO
Automatically Remove
Not Eligible for Removal
Buyer didn't pay and an unpaid item case is recorded
Case is ruled in the seller's favor
Defect was the direct result of an eBay site issue or an eBay program error
eBay takes action on a buyer for activity that violates the Buying Practices policy
eBay or PayPal instructs you to hold a shipment or takes action to cancel the transaction
Systemic problems such as carrier delays, items stuck in customs, or power outages due to extreme weather conditions.
Resolved a buyer's problem after an eBay Money Back Guarantee case is opened
Neutral or negative feedback that is later revised by the buyer
A Feedback comment that violates eBay policy, such as containing profanity or links.
The Feedback comment is removed, but the Feedback rating and any related defects aren't removed.
Shipping-related defects when the transaction doesn't have tracking
When an eBay Money Back Guarantee case is refunded to the buyer by eBay as a courtesy, without a ruling of who was at fault.
How you can protect yourself:
Automatically manage unpaid item cases with our Unpaid Item Assistant tool
Report a Buyer if someone’s violating our policies
Keep track of how we’re protecting you in your Seller Dashboard. 

22. FEEDBACK POLICY Auto 5-stars rating Manual Feedback Removal
Shipping Time
1-day handling in your listing
Upload tracking by next business day
Item confirmed delivery within 4 business days
Inconsistent Comments
Feedback comment is inconsistent with structured fields in transactions
“Wouldn’t play on my DVD player it was the wrong format!”
Communication
1-day handling in your listing
Upload tracking by next business day
No communication and no Buyer protection case (INR / INAD)
Issues with tracking number
Item delivery issues with proof of tracking numbers or eBay messaging System
“I never received my item”
(with tracking delivered or M2M received proofs)
Shipping Cost
- Offering free shipping
Wrong Address
Buyer chooses wrong address/
changes address after purchase
“Seller sent to my old address after I updated this on eBay.”

23. CASE HANDLING Open Case Timeline Significant Not As Describe Case
Payment
Time
Handling
Time
Estimated
Delivery Date (EDD)
(If EDD is not available then from 10days after payment)
Significant Not As Describe Case
Buyer can open (INR) case on the second day after paid day, until EDD + 30 working days
Item Not Receive Case
Buyer can open INR case on the day after EDD until EDD + 30 working days

24. CASE HANDLING Respond Case
My eBay > Summary > Resolution Center
Both parties have up to 30 days to work things out
Buyers can escalate the case after:
US: 3 working days
UK: 8 calendar days
DE:11 calendar days

25. CASE HANDLING INR Case handling In Favor
Case condition:
1, Home > Resolution Center
In Favor
1. Receive item before escalation
2, Click on the “Take action” of the case
Item
Delivered
Before
After
Escalation
Seller
2. Not Receive item before escalation
Item
Delivered
Item
Delivered
3, In the case detail page, click “Respond to case¨
Before
After
4, Insert shipping carrier and tracking number
Escalation
Buyer
3. Receive item after escalation
Item
Delivered
Before
After
Escalation
Buyer

26. CASE HANDLING SNAD Case handling 1, Home > Resolution Center
Case condition:
2, Click on the “See case details” of the case
Provide
Return
Address
3, In the case detail page, click “Respond to case”
4, Return address MUST same as item location
5, Buyer mandate to return items with proof of
delivery for refund.
6, Case will close in seller¡¦s favor from last buyer
response / update after 21 days automatically.

27. eBay Update

28. Mandatory item specific
Effective in Jun 2015
Adding Unique
Item Specifics
Gain higher exposure
in search result
Sellers can update listings in bulk by bulk listing and edit tool
Mandatory field
For listings with “new” in condition,
Following item specifics are mandatory
Brand
MPN (manufacturer part number)
GTIN(global trade item number) if needed
UPC (Universal Product Code)
EAN (European Article Number)
ISBN(International Standard Book Number)
*Seller need to fill in “Not applicable” for item specific not fitting the listings
Mandatory Category
Baby
Computers/Tablets & Networking
Music
Books
Consumer Electronics
Musical Instruments & Gear
Business & Industrial (Business, Office & Industrial)
DVDs & Movies
Pet Supplies
eBay Motors
Sporting Goods
Cameras & Photo
Health & Beauty
Toys & Hobbies
Cell Phones & Accessories
Home & Garden (Tools & Equipment only)
Video Games & Consoles
Clothing, Shoes & Accessories (Shoes only)

29. Fee change in US site
For Store sellers, if auction listings are sold, the insertion fee will be credit
The $1 special duration feature fee for 1-3 days duration auction will not be credited even sales successfully
new final value fee cap of $250 in select BI categories, including Heavy Equipment
Fixed price listings in media categories will no longer have a different insertion fee
Sellers can maximize visibility to 10-day duration without extra feature fee on auction-style listings
The feature fee will increase in price to the greater of $3, or 2% of the reserve price with a cap of $100
visibility-and-value-to-your-listings/

30. Cancel Transaction Flow Updates (Buyer initiates)
Buyer initiates cancel transaction
Buyer
Seller
Can only request within 1 hour of purchase time
Cannot initiate if seller marked as shipped or uploaded tracking
Seller accepts cancellation:
FvF will be refunded
Buyer cannot leave NNFB or DSR ratings to you
Seller can directly refund buyer via the flow, and has to do it within 10 business days
If no refund after 10 business days, buyer can open INR/SNAD return request
Seller no response
Will be treated as a decline after 3 business days (see below)
Seller decline
Transaction will continue
Buyers can leave defect just as normal
Best practice:
Always accept Buyer Cancel request, DO NOT mark as shipped in 1 hour
For cancellations, always refund to buyer within 10 business days 

31. Cancel Transaction Flow Updates (Seller initiates)
Seller initiates cancel transaction
Buyer
Seller
I don’t have the item in stock anymore
Seller Defect
The buyer has requested a cancellation
No Seller Defect
Buyer hasn’t paid but wants to cancel transaction
-Accept the cancellation request from buyer
-Choose “the buyer has requested a cancellation” as the reason
-Once buyer accepts the cancellation, FvF will be refunded
-If buyer hasn’t accepted the cancellation within 10 business days, seller can’t get back the FvF
Not yet received payment from buyer
PP Payment
-Reconfirm with buyer that if the item is needed via eBay message
-Choose “unpaid item” as the cancel transaction reason
-FvF will be refunded, cancellation completed
-No buyer acceptance required
FvF will be refunded
Cancellation completed
Seller can directly refund buyer via the flow 
Best practice:
If seller refund via PayPal directly with no eBay message with buyer, it will be counted as a defect
Buyer still can leave NNFB about the transaction

32. Managed Return Structured Flow
Buyer view:
Buyer Initiate Structured Returns Request
The only 3 Remorse Return reasons, which will not count defect for seller.
All other reasons are considered SNAD return defects for the seller.
Earliest request date: Payment + 1 biz
Latest request date: Payment + 60 biz
Both buyer/seller cannot escalate within 3 biz days (US / AU / CA) or 8 calendar days (UK) from open request, please refer to the exact date given by eBay for the most accurate Seller-Make-It-Right deadline
MANAGED RETURN STRUCTURED FLOW

33. Managed Return Structure Flow

34. OPTIMIZE YOUR BUSINESS

35. eBay BILLING CURRENCY Invoice from eBay.com Invoice from eBay.com.hk
URL:
Complete Payment by one time payment method within 7 Days
Rate
Invoice from eBay.com
Invoice from eBay.com.hk
US $1,000
HK $7,800
Bill in HKD X 7.8
US $1,000
HK $7,550
Withdraw USD in Paypal X 7.55
Loss 3% (HK $250)

36. eBay PROMOTION MANAGER
URL:
Only apply to Seller having store in that site (US, UK)
Increase Order Size To promote your entire store or a category of items, create order size offers

37. eBay PROMOTION MANAGER
Cross-sell related To inspire the purchase of specific items that are often purchased together, create related items offers

38. 44 eBay PROMOTION MANAGER
Increase Traffic (Coupon) Create an Increase Traffic Link for your buyer to get preferential.

39. 45 eBay PROMOTION MANAGER
Shipping Discount In order to attract buyers to purchase a bulk order from the same seller

40. VACATION SETTING 2
Turn on setting 1
Vacation Setting

41. VACATION SETTING
Longer Handling Time
(Over 4 Business Days)

42. BUSINESS POLICY

43. BUSINESS POLICY Payment policies Additional checkout policies
Review the custom set of business policies for postage, returns and payment
information automatically created by eBay. These are based on your current active,
scheduled and ended listings.
Payment policies
Additional checkout policies

44. BUSINESS POLICY Return Policies Shipping Policies
US / International shipping
Handling time
Combine shipping [Account level]
Shipping rate table [Account level]
Exclude location

45. BUSINESS POLICY Best Practice
Periodically review your existing policies and consolidate them whenever possible, to keep listing quick and easy.
Review your current listings to make sure that they don’t contain any potentially conflicting information around postage, payment and returns within the item description.
You may bulk edit business policies

46. BUSINESS POLICY Out of Stock function Minimize the Out of Stock defect
Will be fully launched in Feb 2015
For details, you can refer to

47. BUSINESS POLICY International rate table (IRT)
Leverage IRT to specify shipping fee to different country.
Benefit seller listing to EM countries, e.g. RU

48. BUSINESS POLICY
International rate table (IRT)

49. BUSINESS POLICY
International rate table (IRT)

50. BUSINESS POLICY
International rate table (IRT)

51. BUSINESS POLICY International rate table (IRT)
Check this box to use Intl rate table. To edit (if necessary), click on the “Create/Edit rate tables”

52. Economy shipping showing $20 as cost to AU Buyer
BUSINESS POLICY
International rate table (IRT)
Economy shipping showing $20 as cost to AU Buyer

53. MANAGE COMMUNICATION

54. MANAGE COMMUNICATION WITH BUYER
With Selling Manager Pro, you can customized your message with buyer:
Thank you for buying your items
Leave Tracking information
Leave contact information
Ask them to provide positive feedbacks

55. MANAGE COMMUNICATION WITH BUYER
Thank you card / Sticker after purchase
Greetings to buyer and thank you for their purchase
Motivate them to provide positive feedback
Remind buyer to contact you through message box

56. MANAGE COMMUNICATION WITH BUYER
After sales thank you letter
avoid buyer to “contact seller” which easily lead to an open case (INR / SNAD)
provide a direct or telephone number for buyer to contact
attach this link(with your seller ID in the URL)
ask the buyer to contact you directly by clicking it
Actively contact buyer in the following cases:
Discovered the tracking is still “in transit” when the EDD is close
Found the product may not suitable for the buyer
When the parcel is delivered to remote countries
Found the parcel is held in custom

57. THANK YOU