Check Out the "Dream Theme Auction Listings Contest"

If you're looking for sellers coming together to encourage each other in their sales, look no further than the Dream Theme Auction Listings Group (otherwise known as DTAL). They describe themselves as "dreamers of the green" ("green" being slang for a successful sale due to the price showing up in green font in My eBay after a bid/sale is made), and their charter is quite inspiring:

"We are a group of sellers encouraging each other through listing themes and inspiring dreams. Our members challenge and support each other when life's everyday issues get in the way. The groups themed challenges give us an added incentive to list and have fun while doing so. We strive to offer the best in customer care and service. We are the Dreamers of the Green."

Starting on Monday, March 3rd, they're having the "Dream Theme Auction Listings Contest" and are advertising it on the Auction Listings board. It's mainly for fun, but maybe you could win a prize with "a value of no less than one dollar and no more than five dollars." Check out the discussion thread and the DTAL Group for details and to get in on the fun.

Adapting to Feedback Changes: A PowerSeller's Perspective

If you're an active eBay member, which I’m guessing you are if you're reading The Chatter, you're probably keenly aware of many of the changes planned for 2008. You may have read some posts here on The Chatter like Griff's thoughts on the Feedback changes or Laura's recent article with questions and answers about testing for a new item page. We plan to try to help everyone adapt to the changes as best as possible by providing tips, strategies, and other information that you may find useful for your eBay activity. 

After a few weeks of contemplating all the upcoming changes and analyzing how they will impact their businesses, we know that sellers are beginning to adapt. Here's an email we received recently from an eBay Store owner -- PowerSeller, cleosuncat -- who describes how she is dealing with some of the changes with Feedback and DSRs. 

We hope her letter gives our sellers more ideas about how you might adapt your business, too. Here's what she wrote:

"Dear eBay,

I wanted to send along my results in adapting to the changes on eBay. Once the announcements were made, I began looking at what I could do better/different to thrive in the new environment. It's been two weeks, and I wanted to share my changes & results so far:

1.  Feedback: I used to leave it second or after 30 days if I heard nothing. I am now leaving it when I ship the item. The quality of the feedback I receive is better, much more positive almost effusive.

2.  DSRs:  I have reworded my packing invoice. Aside from my standard thank you for shopping with me & let me know when the package arrives, I have added if you need to leave me less than 5 stars, please let me know how I can improve my customer service for you & future buyers. I have empowered the buyers to help me, making them a "partner" in my business, my stars have gone up and not one has told me what I can do better

3.  Shipping Charges: Always have been my weakest star, the one that will keep from the 15% discount. My shipping is flat rate, based on USPS zone 8, but my buyers did not know that. They also did not know before they bought that I routinely rebate shipping if they live closer or I can use FedEx. I have added that information to my TOS, letting them know the shipping listed is worse case scenario, and if possible, it will be less. I am now within .10 of the 4.8 on shipping charges

I have basically not changed how I do business, I am just doing a better job of letting the buyers KNOW how I do business.

I am in no way perfect and will face bumps along the way, but the clouds on the horizon don't seem as ominous. The carrots are making this bunny very happy

Thanks for reading,
cleosuncat"

Thanks, cleosuncat!   

Sellers -- If you'd like to share tips and strategies with other members of the Community, I encourage you to click on the comments link below to post to the Chatter Comments discussion board.

A test of a new item page -- your questions answered

Earlier this week, a few members started seeing a very different looking Item page that is currently in the earliest stages of testing.  Although only a tiny fraction of eBay visitors are being directed to the new page, links to the new page have been shared on the forums, and interest has grown virally.  (Read a sample discussion on our Auction Listings forum.) A number of good questions have been asked by members, so the Chatter team met with Subha Shetty and Scott Loper of the Buyer team to learn more.  I'll share their responses below. 

First, though, I thought it would be helpful to touch briefly on testing at eBay. 

Some of us don't like change, but often eBay's tasked with re-thinking old approaches and re-architecting old code out of necessity, so that the site can scale as large or as fast as the current growth of online buying and selling.  Couple that with the ever-changing needs and expectations of the marketplace (in particular, the expectations of online shoppers, as we've heard our executives discuss), and you have a lot of innovation required to keep the site healthy and up to par with what our buyers and sellers expect.

Developing eBay's infrastructure (the core areas of the site like Search and Checkout and the Item page, etc.) was once likened to "changing the engine in a Ferrari while you are speeding down the freeway at 120 miles an hour."  In other words....it's a challenge.  To make change without the outages and major issues that old-timers will recall from eBay's early days, eBay's engineering process has adopted a rigorous testing protocol.  A key development is the ability to introduce new designs and code to a very tiny fraction of eBay traffic without impacting the whole marketplace.  Engineers and product managers can see what happens in a real, live environment, and collect data that help them pinpoint where they need to refine their changes. 

Given the complex nature and scope of change happening, there are almost always several tests happening on any given day or week. There's much more to share about testing on eBay, so stay tuned for a future blog article dedicated to this subject.   

Now back to Subha Shetty and Scott Loper (we took their picture together earlier yesterday) and the new item page tests...

Question:  Why is eBay developing and testing a new item page?

Answer:  The redesign of the item page is an extension of an overall redesign of the eBay site in general. We’ve been working on other major areas such as Finding, the Home Page, and eBay Checkout. The item page redesign project is over a year in the making with significant amounts of up-front research with both buyers and sellers.
Keep in mind, this is an early test. Members can expect to see changes over the course of the testing period (several months).  Also, the features currently seen in the test may or may not appear in the final version.  And we may introduce more new features that haven’t been seen yet.
The goal right now is to collect helpful data from the tests, get important feedback from the community, and iterate as appropriate before deploying to the wider eBay Community.

Question:  Some items viewed through the new item page contain a red warning message in the Meet the Seller section indicating the Seller has a low Detailed Seller Rating (DSR rating.)  What is the purpose?  This is especially confusing when the Seller has 4 stars.

Answer: The purpose of the message is to indicate to buyers when the seller has a very low DSR score compared to all other eBay sellers. This happens a small percentage of the time, and only the lowest performing sellers are flagged.  Some sellers may notice they get flagged when their DSR shows 4.1 out of 5, for example. This is because a 4.1 score is actually very low compared to other sellers.
We've seen the comments from members, and we realize this may seem counter-intuitive based on how the stars are represented when a buyer leaves feedback (e.g. Shipping time, 4 = “quickly”). However, it’s important to note this is a relative ranking. The overall goal is to reduce the number of bad buying experiences, the bulk of which are caused by sellers with the lowest DSRs.

Question: Why are items from other sellers being promoted on a seller's listing? Can sellers opt out of this? 

Answer:  There's a lot of confusion and concern about this on the forums, so we're glad to get the chance to clarify.  There are two separate issues here:

1) Currently, on closed items that have already ended, we do show two rows of similar items from other sellers.  We do not show these two rows on active listings, though -- some people have been a bit confused about this.  Actually, this is similar to the merchandising we do today on completed listings.

2) There's a new "Related Items tab," and from there, we do show similar items from the item's seller and other sellers. We use logic to determine which items to show based on a number of variables. Having a wider selection to choose from means a higher chance of showing relevant items, and consequently a better buying experience.

Currently, there is no ability to opt-out in the test. This type of merchandising is something online shoppers have come to expect, although we understand this is a critical area and we need to do it carefully.  Sellers should keep in mind that their items are also appearing on other sellers' listings, so everyone is getting an increase in potential exposure.

Question:  Why is the new item page slower?  Some people are reporting that the overall performance of the page is not as good as the previous one.

Answer: Since this is a test, we’re using a different part of the eBay system to host the page. Limitations in the system mean a slight delay in performance during the testing period only. The new design will actually run as fast, or faster, than the current one when we launch it to our core production environment.

Question: When do you plan to release the new design to everyone?
Answer: Right now we are in the very initial phase of testing, as we mentioned.  We’ll be gathering data and community input for quite some time.  While any broad launch is still several months away, we’ll be sure to update the Community as the project evolves.

                                                                        * * *
The Chatter team would like to thank Subha and Scott for their time, and we look forward to more updates on the new item page as this project evolves.

"Git-R-Done" for Juvenile Diabetes Research

Alright everybody, "Git-R-Done"!  That's the famous saying from Larry the Cable Guy. You probably know him as one of three comedians that make up the Blue Collar Comedy team, along with Jeff Foxworthy and Bill Engvall.

You're probably wondering what it is you're supposed to "Git-Done," right?

Well, that would be checking out and perhaps bidding on Larry The Cable Guy's auctions for charity. First, is two VIP tickets to one of his famously sold-out comedy shows, complete with a special meet-and-greet with Mr. Cable Guy himself.  But the BIG prize here is his beloved 2000 Dodge Ram 1500 4X4 Sport Truck, which Larry the Cable Guy has personally signed himself. The auctions started on Monday, Feb. 11 and the truck is up to  $20,100 and the VIP tickets to his show are going for $2,250.

Listed using eBay's Giving Works feature, 100% of the proceeds of both auctions go to the Juvenile Diabetes Research Foundation. Look for the blue and gold ribbon  icons used to distinguish any item listed for a non-profit through Charity Giving Works.

So now you know. So, go on, "Git-R-Done" as these two fantastic auctions end tomorrow to help out a very worthy cause.

Safer Payments...PayPal Explains

There have been a few questions about some of the changes around Safer Payments that were announced on January 29th at the eCommerce Forum.  PayPal Director of eBay business in North America Monroe Labouisse -- who also participated in our last Town Hall -- helped to explain more about the goals for the Safer Payments initiatives on the PayPal Blog.   Regarding item holds, Monroe says,

" Safer Payments, as Jim described, requires some sellers to offer safer payment options that we know buyers trust – such as PayPal or major credit cards.  Second, sellers should understand that only a very small percentage of transactions – and I can’t emphasize enough the words very small – may result in funds being held by PayPal."

There's a lot of other good information in his article  -- I encourage you to read it.

Welcome to the Valentine Exchange!

Not quite sure how to recognize that special someone (like perhaps...one of your buyers or sellers)? Drop by the Welcome to the Valentine Exchange! on the Decorative & Holiday discussion board today and post a valentine or poem.  Arlene, our esteemed Valentine's Day chat host for the past eight years, kicked things off with a special note to everyone who helped get the chat up and running.

Special guest Nancy Rosin, Vice President of the National Valentine Collectors' Association (and another 8-year veteran of the Valentine Day chat), honored members by posting valentines from days gone by. Others have used the chat to post romantic poems to their loved ones, to celebrate anniversaries, to memorialize loved ones (including pets), and to celebrate friendships (the end of this post has a doozy).

shelesbelles added the following for those that can't be with their loved ones this special day: "To all American serving our country "OVER THERE"...Happy Valentines Day and many at home are thinking of your sacrifices! Thank you for helping us and many here pray daily for you!" 

Flattery will get you everywhere, so I have to mention this one from buyswift: "HAPPY VALENTINE'S DAY to ALL my EBAY family! THANK YOU FOR MAKING MY JOB FUN!" Other posts like the one by twal2383, makes me smile in spite of myself. "HAPPY VALENTINE'S DAY TO ALL THE FAMILY OF eBAY & PayPAL!!! PS: HOWEVER,,,I still don't understand why Cupid was chosen to represent Valentine's Day. When I think about romance, the last thing on my mind is a short, chubby toddler coming at me with a weapon."

Others, like mozartdogs, showed off their sense of humor through (what are hopefully) tongue-in-cheek tales:

"He gave her a used item from eBay for Valentine's Day. She was so angry she broke up with him. Since she couldn't stand to even look at the item, she sold it on eBay for $100.00. She was so happy with the sale that she got in touch with him and they got back together. When he proposed marriage she was fearful he got the engagement ring from eBay. He told her not to worry, she was worth every penny he paid at the Goodwill."

Some members left boxes of virtual candy, while others added pictures of their pets or favorite hobbies, and of course valentines. Now we're just waiting for YOU to leave yours! In closing, I leave you with the following post by the_spheretress coming at you straight from the heart:

"Ok...I can't stop crying! A very dear customer of mine has included me in this most miraculous thread. This is a side of eBay I have never experienced. It is amazing how people come together. I have never seen or felt this much Love & Light in one place. My heart has been touched...God Bless all of you!!! Thank you ajmandmaggie! It has been a pleasure serving you, and this my dear...I will never forget!!! Thank you to all of my customers! You are all so wonderful and generous!! Happy Valentine's Day!!"

TLC Returns...Because You Gotta Have Heart

For all the fans of the eBay Traveling Lab Coat (TLC), you'll be happy to learn that latest version has been listed for auction.

This time the (TLC) is back new and improved complete with it's own successful Heart "transplant." Embroidered inside the jacket, at the top, near the collar, the new Heart provides the lucky owner wearing the (TLC) that warmth and protection often found among those with a good Heart.

While growing in popularity, the Traveling Lab Coat (TLC) has been listed again using eBay's Giving Works tool. A full 100% of the final proceeds are destined to provide tender loving care to the St. Louis Affiliate of Susan G. Komen for the Cure, whose services help to save lives and hope to increase the greatest chance to find a cure for breast cancer.

The current high bid is $200.00, but luckily 3 days remain in the auction to allow for the eBay Community to display how generous it's Heart is by paying it forward once again with the great Traveling Lab Coat (TLC) auctions. This should be exciting!

May I Have the Envelope Please?

Maybe the stars in Hollywood don't have as many red carpet awards shows this year, but the latest promotion from eBay brings the red carpet to you.  On February 4th, eBay launched the "And the Winner Is...YOU!" promotion, which runs through February 29th.  (Yes, it is a leap year!)  There are daily instant winners of eBay Gift Certificates, and each entry also puts you in the running for one of the Grand Prizes which include a VIP trip to 2009 Grammy®  Awards, a VIP trip to the 2008 Indy 500® , or $10,000 to spend on eBay. 

In keeping with the awards show theme, be sure to check out the latest TV commercials, which include Awards Show, Acceptance Speech, and Vocal Exercises. 

And if you're hungry for your fix of celebrities, we have some of those too!  A number of A-listers will be a part of the eBay red carpet experience, with some one-of-a-kind items and experiences up for auction through eBay Giving Works.  The best part is all of the proceeds will benefit non-profit organizations.  Shakira has a number of auctions currently running, and Tom Hanks recently completed some radio auctions which raised over $13,000 for the Freeplay Foundation.  More auctions will be added throughout the month from Larry the Cable Guy, Scarlett, Johansson, Kristin Davis and more. 

I think I hear the crescendo of music telling me my time on this stage is complete.  Be sure to check the Shop Victoriously site throughout the month to enter the instant win game and sweepstakes and to see the latest celebrity auctions.  Here is the Awards Show TV commercial:

Remember to Vote & Join Main Street Members on Super Tuesday

What better day to talk about politics than on this Super Primary Election Day? As you may know, Americans registered to vote in 22 states are headed to the polls today, casting ballots for their respective party’s nomination to be President of the United States. Not only is this a great day to get out and vote (if you live in one of those 22 states), but it is also a perfect time to remind all eBay members about eBay's Main Street Member program.

The Main Street Member program is designed to keep you up to date on important political information and legislation that could directly impact eBay buyers and sellers. eBay's dedicated Government Relations team works fervently on behalf of the eBay Community. However, no amount of lobbying and elbow-rubbing can match the simple fact that elected politicians listen to and respond best to the folks who put them into office - their constituents. 

That's where you come in. You can add your voice to the thousands of eBay members who have joined the Main Street Member program, getting your message out to your elected leaders. It offers opportunities to tell your elected officials how proposed legislation could affect you if it were passed. For example, last year, Main Street members visited state capitals in Massachusetts, New York, Pennsylvania, and Texas, and met with lawmakers to let them know how legislative regulations in those states would impact their eBay activity.

Other topics like requiring auctioneering licenses, open ticket trade markets, and state sales taxes activated Main Street Members in other states. The eBay Government Relations team requested Main Street Members to take time to write their elected officials and let them know why they favored or opposed specific legislation.

To give you an idea of the impact Main Street Members have, they've successfully promoted legislation to exempt eBay sellers from undue regulations required of traditional auctioneers. Another campaign focused on removing price caps on the resale of tickets, increasing availability and allowing buyers and sellers to trade tickets in a free and open marketplace.

Finally, some Main Street Members have had the opportunity to travel to Washington D.C. to oppose efforts to require eBay sellers to collect and pay taxes to the states (and thousands of local jurisdictions) where their customers are located. (Learn more about the State Stream-Lined Sales Tax)

Combined with some of the issues already mentioned, 2008 brings about new legislative challenges. If you'd like to let your voice be heard in Washington D.C. or in your respective State house, simply go to www.ebaymainstreet.com to become an eBay Main Street Member. As eBay’s Vice President of Government Relations Tod Cohen puts it, “No amount of money or highly skilled lobbyist can compare with the power of a lawmaker’s constituent explaining how a single vote could impact his or her livelihood.”

Oh, by the way, if you haven’t already voted today and you live in one of the 22 states holding primaries, be sure to get out there and cast that ballot! In my opinion, it’s one of the best parts about being a citizen of these United States.

Pictures From Today's Town Hall

Today's Town Hall starts at 3:00 Pacific time and runs for 90 minutes.  We'll be posting pictures here live during the Town Hall.  You can refresh this blog post throughout the next 90 minutes to see pictures as they are posted.  Please visit the Town Hall page to learn how to participate in the event. 

Bill Cobb and Jim Griffith