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FAQs
Frequently asked questions: June 2008 update

Note for Canada: Many of these same changes are being announced for eBay.ca with some important differences. Check Canada's update pages for details.

Rewards for sellers with high buyer satisfaction

PowerSellers

20% fee discounts for 4.9 DSRs
  1. When will I start getting the 20% final value fee discounts?

Diamond level
  1. What are the requirements and benefits for the new PowerSeller Diamond level?

UPS PowerSeller shipping discounts
  1. When will the new UPS discounts for PowerSellers be available and how do I take advantage of them?

Grandfathering for improved DSRs
  1. I've been receiving PowerSeller fee discounts, but I don't think I'll get to the 12-month DSR requirement of 4.5 by July. Will I lose my PowerSeller status?

All Sellers

Improved PayPal Seller Protection
  1. What's changing with PayPal's seller protection and when?
  2. How does PayPal's improved seller protection benefit sellers?
  3. Will PayPal's seller protection be offered for all purchases?
  4. If I accept a PayPal payment before September, how much am I covered for?
  5. What does PayPal do to help prevent buyer fraud?

Advantage in Best Match search results
  1. What is "Best Match"?
  2. What's changing about the way sellers are given a Best Match advantage?
  3. What is the impact of lowering the DSR minimum for an advantage in Best Match?

Confident, satisfied buyers

Buyer Protection
  1. What's changing in PayPal buyer protection and when?
  2. Why is PayPal buyer protection changing?
  3. How does buyer protection benefit me as a buyer on eBay?
  4. Is eBay offering buyer protection for all purchases?
  5. If I buy an item before September 2008, how much am I covered for?

Making eBay safer: keep member-to-member email addresses anonymous
  1. What is the change to member-to-member email and how does it protect privacy and reduce fraud?
  2. What does "anonymized" email mean?
  3. How does the change to member-to-member email affect buyer-to-seller communications?
  4. Are there other benefits to sellers from this change to member-to-member email?
  5. Is there a time limit for responding to an anonymized email?
  6. Why is eBay only anonymizing emails prior to close of a transaction?
  7. Can I still choose the "Hide my email address" option in transaction-related emails?
  8. What is a "recent" trading partner?

Making eBay safer: controls on user-generated "active" content
  1. What is "active" user-generated content and how does it relate to fraud?
  2. What controls on active content is eBay introducing?
  3. Will sellers need to change their listings and listing templates to comply with new active content controls?

Making eBay safer: stronger seller verification
  1. How is eBay's seller verification getting stronger for preventing fraud?
  2. How is eBay using identity confirmation to help protect all sellers?

Better shopping experience: redesigned item page
  1. I've heard eBay is redesigning the item page, is this true?
  2. Where can I see the new item page design?
  3. Why did you decide to remove things like High Bidder, Seller Location and Member Since?
  4. How can I give eBay feedback on the new design?
  5. I see horizontal scrollbars are more common with this new design. What changed?
  6. Where exactly are you showing my other relevant merchandise?

Better shopping experience: critical item information
  1. What is "critical item information" and how does it affect my listings?
  2. Why require critical item information?
  3. When will critical item information become required?
  4. Who is required to specify shipping?
  5. What information qualifies for specified shipping?
  6. Will all categories require handling time?
  7. Will all formats require handling time?
  8. What if my item is available for local pickup? Do I still need to specify a handling time?
  9. You mention that handling time will be used to calculate delivery estimates. How will delivery estimates be calculated?
  10. Do I have to accept returns?
  11. What options do I need to specify for return policy?
  12. If I list an item without critical item information before it becomes required, what will happen to my listing once it is required?
  13. How do the changes in critical item information affect Good 'Til Cancelled listings?
  14. I have thousands of listings. Is there a way to add critical item information to them all at once?

Better shopping experience: Redesigned Stores item page
  1. Will this Item Page only be shown for Store Inventory items?
  2. Will the Listing Frame we are familiar with remain or not?
  3. Will our other categories be shown? How many?
  4. How will I change the categories I want to display?
  5. Will our logos be displayed? Do I need to make any changes to it?
  6. I'm using a customized listing template - how will that be affected?
  7. Can I still use Cross Promotions?
  8. How can I configure the new personalized marketing message feature that is displayed in the Store header?
  9. Is eBay going to list identical matching PPC ads on item pages?
  10. Are descriptions going to be 710 pixels wide?
  11. What is the impact on self-hosted pictures?
  12. Will my Vacation Message display change?
  13. What other changes are included with this redesign?


Rewards for sellers with high buyer satisfaction

PowerSellers

20% fee discounts for 4.9 DSRs
  1. When will I start getting the 20% final value fee discounts?
    If you qualify for the 20% PowerSeller fee discounts, you'll begin seeing them on your July invoice, applied to the Final Value Fees for your previous month sales:
    • If you receive your invoice on the 1st of each month, you'll see your 20% discounts beginning July 1, 2008, applied to your transactions made on or after June 1, 2008.
    • If you receive your invoice on the 16th of each month, you'll see your 20% discounts beginning July 16, 2008, applied to your transactions on or after June 16, 2008.
    To get complete details on the PowerSeller fee discounts please visit the PowerSeller discount FAQ.


Diamond Level
  1. What are the requirements and benefits for the new PowerSeller Diamond level?
    Requirements:
    To qualify for the Diamond level, a seller must meet one of two average minimum sales requirements:
    • Three month minimum: $500,000 in sales or 50,000 items, per month, for three consecutive months
    • Annual minimum: $6,000,000 or 600,000 items, for the prior twelve months
    Also, the seller must have a minimum 4.8 in all four DSRs based on the last 12 months.

    Benefits:
    Diamond level PowerSellers get the same baseline benefits as Titanium PowerSellers. eBay may consider alternative fee structures for PowerSellers who meet or exceed this sales requirement and also deliver excellent customer satisfaction with 4.8 minimum in all four DSRs. Consideration for alternative fee structures will be made on a case by case basis. Additional requirements may apply.

    Watch for more information on the PowerSeller Diamond level coming soon to the PowerSeller portal.


UPS PowerSeller shipping discounts
  1. When will the new UPS rate discounts for PowerSellers be available and how do I take advantage of them?
    PowerSellers may enroll now to get a discount of up to 23% off UPS Ground Daily Rates—this means savings up to 23% on top of the UPS Special Pricing Program offering Ground Daily Rates with up to 31% savings for all eBay sellers.


Grandfathering for improved DSRs
  1. I've been receiving PowerSeller fee discounts, but I don't think I'll get to the 12-month DSR requirement of 4.5 by July. Will I lose my PowerSeller status?
    Not necessarily. If you don't meet the 12-month requirement, but you've been receiving PowerSeller fee discounts at 4.6 minimum DSR or higher every month since the discounts launched in April 2008, you'll stay in the PowerSeller program and continue to receive your discounts—as long as you stay at 4.6 and above in all four ratings and meet the rest of the PowerSeller requirements.


All Sellers

Improved PayPal Seller Protection
  1. What's changing with PayPal's seller protection and when?
    Starting in September 2008, PayPal will be improving seller protection for all sellers on eBay.com with a US PayPal account. The improved seller protection will provide all eBay sellers the same coverage currently offered only to PowerSellers through expanded seller protection. See eligibility.

  2. How does PayPal's improved seller protection benefit sellers?
    Beginning in September 2008, PayPal's seller protection will be improved for all US sellers with a US PayPal account. Sellers will be protected against claims, chargebacks and reversals for unauthorized payments and merchandise not received when transactions meet the terms of coverage. The coverage is available for items sold on eBay.com paid for with PayPal. Improved seller protection now applies to transactions that are shipped to 190 markets worldwide where PayPal is accepted. PayPal's seller protection is provided without additional cost and has no coverage limit. With the improved seller protection, sellers will also enjoy:
    • Coverage for any shipping address-confirmed or unconfirmed-for items sold on eBay
    • No more coverage limit

  3. Will PayPal's improved seller protection be offered for all purchases?
    Transactions for tangible goods sold on eBay.com and paid for with PayPal are eligible for coverage, except those that are processed through Virtual Terminal or Direct Payment. Seller protection does not cover deliveries made in person or intangible goods (such as digital goods or services). See eligibility.

  4. If I accept a PayPal payment before September, how much am I covered for?
    Seller Protection Policy covers verified Premier and Business sellers for up to $5,000.00 USD per year on chargebacks and reversals of unauthorized use and item not received. PowerSellers may be enrolled in expanded seller protection which has no annual coverage limit. Note, in the next few weeks, all qualified PowerSellers will be automatically enrolled for expanded seller protection.

  5. What does PayPal do to help prevent buyer fraud?
    We help keep sellers secure with:
    • Data encryption
    • Antifraud risk models and fraud detection techniques
    • Address Verification System (AVS)
    • Card Security Code (CSC)
    • Verification
    • Antifraud specialists
    For more details, go to our Security for Merchants page.


Advantage in Best Match search results
  1. What is "Best Match"?
    Best Match is eBay's default sort order for search and browse, aimed to help buyers quickly find the best inventory from the best sellers. When "Best Match" is selected, each listing's Best Match score is tailored to each buying situation and calculated using a number of factors including relevance, end time, seller customer service and buyer satisfaction. Including service and satisfaction increases the probability that buyers will have a good experience. For more information on how it works, see more Best Match FAQs.

  2. What's changing about the way sellers are given a Best Match advantage?
    Originally, listings may have received more exposure in search and browse if the seller had at least 10 detailed seller ratings (DSRs) in the past 30 days with 4.7 and above in all four ratings: shipping time, shipping cost, communication and item description. That requirement has been lowered to 3 DSRs within the past 30 days with 4.7 and above in all four ratings.

  3. What is the impact of lowering the DSR minimum for an advantage in Best Match?
    By lowering the minimum number of DSRs sellers need from 10 to 3 over the past 30 days, we're giving an advantage in to many of our great lower-volume sellers with solid customer satisfaction as reflected in their 4.7 DSR scores.

Confident, satisfied buyers

Buyer Protection
  1. What's changing in PayPal's buyer protection and when?
    To help eBay buyers shop with confidence, beginning in September 2008, PayPal will be expanding its buyer protection to cover the full purchase price and original shipping costs for all purchases on eBay.com paid with PayPal. There will no longer be a coverage limit. See eligibility.

  2. Why is PayPal's buyer protection changing?
    We want to help buyers feel confident about shopping on eBay. In particular, we want to increase buyer confidence in purchasing higher priced items. And of course, confident buyers mean more sales for eBay sellers, which benefits everyone.

  3. How does buyer protection benefit me as a buyer on eBay?
    Beginning in September 2008, if you pay with PayPal on eBay.com and the item isn't delivered or is significantly different from the way it was described in the listing, then your entire purchase price and original shipping cost will be covered by PayPal's buyer protection. There will no longer be coverage limits of $200 or $2000. See eligibility.

  4. Is eBay offering buyer protection for all purchases?
    It will be offered only for purchases made after September 2008, and only for purchases paid with PayPal. Certain categories are excluded, including vehicles in the Motors category, capital equipment in the Business & Industrial category, Real Estate, and Live Auctions. See eligibility.

  5. If I buy an item before September 2008, how much am I covered for?
    If you paid for your item with PayPal before September 2008, your eligible purchase may be covered by PayPal's buyer protection for either $200 or $2,000. See eligibility. Refer to the item page for the level of buyer protection. Your purchase may be covered up to $2,000 if:
    1. The seller's eBay feedback rating is at least 50;
    2. At least 98% of the seller's eBay feedback is positive;
    3. The seller has a Verified Premier or Verified Business Account in good standing

Making eBay safer: keep member email addresses anonymous
  1. What is the change to member-to-member email and how does it protect privacy and reduce fraud?
    Starting in September, eBay will "anonymize" email addresses sent through the member-to-member communication system (Ask Seller a Question, Reply to Question). When users hit the "reply" button, the email is routed through eBay before being sent to the original sender. This enables eBay to detect and stop fraudulent messages and prevents fraudsters from easily obtaining buyer email addresses and taking transactions off eBay.

  2. What does "anonymized" email mean?
    "Anonymized" simply means eBay will replace the sender's email address in the "From" field with a temporary anonymous address and replies will be routed through eBay for processing prior to delivery. Only the email address is made anonymous. You'll still be able to identify the eBay member from their eBay User ID included in the subject header and/or personal details such as name and/or business name that would be included in most communications.

  3. How does the change to member-to-member email affect buyer-to-seller communications?
    When buyers and sellers receive responses from each other, they'll see an "anonymized" email address, rather than the actual one. However, sellers can still reply to the message as usual, and eBay will route the reply back to the buyer. This removes the prior "Yellow Button" requirement that was problematic for many sellers. Also, email addresses will no longer be allowed in listings. Sellers will get the buyer's email address after a buyer wins an auction or selects Buy In Now. For sellers using third parties, email addresses accessed through the API will also be an anonymized.

  4. Are there other benefits to sellers from this change to member-to-member email?
    Yes, along with resolving the "Yellow Button" issue for many sellers, the initiative will allow sellers to clearly differentiate pre-sale and post-sale questions from bidders and buyers. Sellers will also get an optional separate email address for receiving member-to-member communications.

  5. Is there a time limit for responding to an anonymized email?
    Yes, the temporary anonymous email address created by eBay will expire; when it expires depends on the listing format. Addresses for auction-style listings will last until the listing end time, plus a few days. Addresses for eBay Store listings will expire after 30 days.

  6. Why is eBay only anonymizing emails sent prior to close of a transaction?
    The greatest risk or possible exposure for abuse is prior to the closing of an eBay transaction. The risk of abuse post-transaction is negligible; hence eBay does not feel it is necessary to make these communications anonymous. If the risk increases eBay may also begin to make those communications anonymous to safeguard its members.

  7. Can I still choose the "Hide my email address" option in transaction-related emails?
    This option will no longer be available. Instead, in communications with members who are not your recent trading partners, eBay will automatically hide your email address for you. eBay will share your email address with those members with whom you close a transaction—your recent trading partners.

  8. What's a "recent" trading partner?
    A recent trading partner is defined as an eBay member with whom you have recently either committed to buy or sell. The period of time that defines "recently" is still to be defined but will be less than 180 days.

Making eBay safer: controls on user-generated "active" content
  1. What is "active" user-generated content and how does it relate to fraud?
    "Active" user-generated content refers to dynamic content such as JavaScript, Flash, or other rich media such as videos created or added to eBay by members. Fraudsters use forms of active content to deceive buyers, taking them off the eBay site unknowingly to make a fraudulent purchase.

  2. What controls on active content is eBay introducing?
    To remove the risk and still allow members to provide a rich experience similar to active content, eBay will gradually roll-out a safe mark-up language and approved "widgets" for uses such as counters, photo galleries, video, and cross-merchandising. Safe HTML and Cascading Style Sheets (CSS) will be allowed, but JavaScript and Flash will not be allowed.

  3. Will sellers need to change their listings and listing templates to comply with new active content controls?
    Sellers who use active content will need to have their listings modified to comply with the new standard in 2009. Sellers who already use safe HTML in compliance with the eBay safe markup language specification will not need to make changes. Watch for specifications and migration tools in the coming months.

Making eBay safer: stronger seller verification
  1. How is eBay strengthening verification of new sellers?
    eBay is helping reduce new-account fraud through stronger verification of new sellers, including phone verification during seller registration or verification through Live Chat. After their first few listings or for high value listings, new sellers may also be required to be PayPalTM Verified.

  2. How is eBay using identity confirmation to help protect all sellers?
    As we announced in April, eBay began noting which computers members use to conduct their buying and selling activity. Starting in July, if you are a seller, and you attempt to list an item from a different computer—for example, from a PC you are borrowing in a hotel or library—we will ask you to confirm your identity.

    Confirming your identity is easy. When prompted, you can choose to receive an automated call to one of the numbers you have registered with us. If this is not possible, we will provide alternative methods, such as confirmation through Live Chat, or an automated call to a new number. These alternate methods will require you to provide additional information, such as the correct answer to your secret question.

Better shopping experience: redesigned item page
  1. I've heard eBay is redesigning the item page, is this true?
    Yes, buyers have been telling us there is room to improve the page, to focus on the item first. We're also making changes to enhance conversions and the shopping experience on eBay, as well as the way sellers list items and how buyers see them in a redesigned version of the item page. The new design will roll-out in a phased manner, starting with a small percentage of users in June of 2008, and full launch is targeted by mid-2009. The new design is more visually appealing & engaging with larger pictures, a real-time countdown timer, easier bidding and more.

  2. Where can I see the new design?
    Get a preview of the new item page now.

  3. Why did you decide to remove things like High Bidder, Seller Location and Member Since?
    Research showed this information was less important to buyers making a purchase decision than information such as item condition, pictures, payment options, and the seller's return policy. Most of this information is still available, just a click away. High Bidder is available in the bid history page and Member Since is available in the user's My World or Feedback profile page.

  4. How can I give eBay feedback on the new design?
    If you see the new page "live," we'd like your feedback! If you land on the redesigned page, you'll see a link at the top—"Send us your comments," where you can send us your feedback on the new experience.

  5. I see horizontal scrollbars are more common with this new design. What changed?
    The layout is changing to accommodate additional merchandising-links to your other relevant listings. The exact specifications are still to be determined. The appearance varies depending on your browser, so if you are sending us feedback on this (and we encourage you to do so), please be sure to include the item number, your browser, your screen resolution, and if possible, screenshots.

  6. Where exactly are you showing my other relevant merchandise?
    If you do see the new page, you might come across more of your merchandise in four locations: 1) to the right side of the description tab on open items; 2) at the top of closed items; 3) in a separate merchandising tab; and 4) in the Bid/BIN confirm layer. We're displaying merchandise in these areas to give shoppers more relevant results and hence, help boost conversion and order size. If you offer shipping discounts on multiple purchases, you'll give buyers added incentive to buy more from you.

Better shopping experience: critical item information
  1. What is "critical item information" and how does it affect my listings?
    To increase conversion rates and to make shopping on eBay a better experience, we're making changes to how sellers list items and how buyers see them in a redesigned item page. The new design will roll-out gradually, starting with a small percentage of users in June of 2008, and full launch is targeted for late this year or early next year. At the time of full launch, sellers will be required to add all the following critical item information to their listings: shipping service and cost (required in August), handling time, (expected delivery time is automatically calculated), and whether you have a return policy. In early August, you will be able to bulk edit shipping information for ended items in Selling Manager Pro and active items in Mass Listing Editor.

  2. Why require critical item information?
    We want to narrow the gap between buyers' expectations and their experiences by providing this information up front. Buyers want to know when they should expect to receive their items and if they can return them. We'll calculate delivery (a range of time) using your specified handling time and shipping service.

  3. When will critical item information become required?
    Shipping cost and service will be required in August. In early August, you will be able to bulk edit shipping information for ended items in Selling Manager Pro and active items in Mass Listing Editor. For Handling Time and Return Policy, new bulk editing features have been available since September. Tools to update Handling Time and Return Policy for ended items in bulk relist will be available in February 2009.

  4. Who is required to specify shipping?
    Starting in August, all sellers will be required to specify domestic shipping details including service and cost within the listing flow. The only exceptions will items listed with freight (freight must be specified as a service but cost is not required), a vehicle on eBay Motors, or real estate. In early August, you will be able to bulk edit shipping information for ended items in Selling Manager Pro and active items in Mass Listing Editor.

  5. What information qualifies for specified shipping?
    Flat shipping, calculated shipping, freight shipping (cost not required), or local pickup (cost not required) are all valid for specified shipping service.

  6. Will all categories require handling time?
    No, not all categories will require handling time. Real Estate and Specialty Services will not require handling time.

  7. Will all listing formats require handling time?
    No, not for all formats. The following formats won't require handling time: Real Estate Ad Format, Live Auctions, Want It Now, Half.com listings, Classified Ads, and Digital Download Goods.

  8. What if my item is available for local pickup? Do I still need to specify a handling time?
    If your item is available for local pickup only, you don't need to specify a handling time. If your item is available for local pickup and also shippable, you'll need to specify a handling time for the other shipping method(s).

  9. You mention that handling time will be used to calculate delivery estimates. How will delivery estimates be calculated?
    We calculate delivery estimates based on your specified handling time and shipping service. Delivery estimates are calculated as a range of days, not a specific date.

  10. Do I have to accept returns?
    We encourage you to accept returns, as this increases buyer satisfaction. However, you don't have to accept returns. You may specify "No Returns Accepted" as your return policy.

  11. What elements of my return policy do I need to specify?
    If you choose to accept returns, you'll need to specify the time period in which the item may be returned, how you'll give the refund, and who'll pay the return shipping cost.

  12. What if I list an item without this critical item information before it's required?
    Your listing will continue to live on site until the listing expires.Once the listing expires, you will be required to enter the critical item information.

  13. How do the changes in critical item information affect Good 'Til Cancelled listings?
    Good 'Til Cancelled listings listed before critical item information is required will continue until the next renewal cycle. If, at that point, they do not have the critical information specified, they will not be automatically renewed and will be ended until you add this information.

  14. I have thousands of listings. Is there a way to add critical item information to them all at once?
    Yes, you can add critical item information to all of your listings at once using Turbo Lister or Selling Manager Pro. Bulk editing for active items is already available, and bulk editing for ended items will be available in February 2009.

Better shopping experience: Redesigned Stores item page
  1. Will this Item Page only be shown for Store Inventory items?
    This Item Page will be shown for any item from a Store seller, regardless of listing format.

  2. Will the Listing Frame we are familiar with remain or not?
    The vertical Listing Frame on the left side of the page is being replaced with a horizontal list of four categories in the Store header itself.

  3. Will our other categories be shown? How many?
    In addition to the four categories that are shown in the header, another ten categories will be shown as a drop-down.

  4. How will I change the categories I want to display?
    Categories will be configurable within Manage My Store.

  5. Will our logos be displayed? Do I need to make any changes to it?
    Yes, your logo will appear in the Store header - no changes to your existing logo are necessary.

  6. I'm using a customized listing template - how will that be affected?
    As of now, there will be no impact on customized listing templates.

  7. Can I still use Cross Promotions?
    There are no changes to Cross Promotions in this test phase. In the future, managing Cross Promotions within Manage My Store will change, and details of this will be announced shortly. Please do not expect any changes for the test phase though.

  8. How can I configure the new personalized marketing message feature that is displayed in the Store header?
    This can be personalized in Manage My Store in the future.

  9. Is eBay going to list identical matching PPC ads on item pages?
    We have no plans for this.

  10. Are descriptions going to be 710 pixels wide?
    No.We did announce this during eBay Live, but we received some great feedback on how this impacts descriptions. We went back to the drawing board on this one and decided to revisit this change.Therefore, descriptions will be flex width, as they are currently.

  11. What is the impact on self-hosted pictures?
    None, self-hosted pictures will continue to work normally.

  12. Will my Vacation Message display change?
    Yes, this message is going to be displayed more prominently above the item itself.

  13. What other changes are included with this redesign?
    The Store "red door" icon is now displayed next to the item title, making it easy for buyers to see that you have an eBay Store. Also, you'll be able to have a customizable marketing message to your buyers that will be displayed in the Store header.