Anyone remember the end scene from that enchanting 2000 film, Castaway ? Chuck is standing at a Crossroads, and the decision he takes will dictate immediate future events. That's exactly where eBay UK is currently. In 5 years time, Business Schools will probably use the eBay Case Study of 2025 Q1 and Q2's far-reaching Board decisions, which ultimately sealed its fate. They'll discuss how either a) in acknowledging errors, bold decisions were taken to reverse an inevitable slide and terminal decline, or b) eBay UK withered away and slowly faded into oblivion.
I love eBay. I absolutely do, and I want it to succeed. I handle complaints for a living, and have for many years, for a major FTSE 100 listed company. I probably know more than most the ramifications when 'an expression of dissatisfaction' isn't effectively addressed. At best, the party will vocally air their views internally (See this Board for a plethora of examples where 20+ year long term Sellers are walking away) or externally. (CMA, FCA, Watchdog at the Beeb and MSM) At worst, many (the silent majority in fact with complaints) will quietly and simply take their business, both as Buyer and Seller, elsewhere. At the very worst, they tell others, friends and family...and this for a business is by far the most catastrophic.
I take my hat off to Kat and the team in Customer Services. They're doing their best in valiantly fighting fire after fire with buckets of water given to them from the powers up high. And judging by the outcome, those buckets contain kerosene. Far too often the 'benefits' statements justifying Managed Payments, BPF and SD are disingenuous. The reality though is Buyers suffer in paying a premium for something that already existed for most of the last 26 years. Furthermore, Sellers, particularly those who aren't tech savvy, the disabled and those who live rurally or don't drive...are all disadvantaged.
But wait. It's not too late. There was a great quote on the Board about the old adage "if it's not broke, don't fix it." eBay's take recently seems to have been " if it's not broke, we'll fix it until it is broke." I get it - eBay aren't a Charity and want to maximise revenue streams. Nothing wrong with that, but in implementing the changes they have, they've lost the one thing with Buyers and Sellers that you simply can't put a price on...Goodwill.
So, if Eve Williams and Co. are listening, here's a few things I think may help, which are raised in the spirit of co-operation and ultimately support for a better eBay in the very near future.
1) Communication. Honest, transparent and consistent. Drip feeding and statements which Sellers regard as plainly false, don't help. The '20% cheaper postage' statement is a case in point.
2) BPF. Be brave and bin it. Go back instead to the old model of bi-weekly FVF Promotional Weekends. (80%, 70%, £1). Or worst case, instead levy an equivalent 75p + 4% SPF. Saying 'It's Free to Sell" sounds less appetising when complemented by "It's Not Free to Buy". Many Sellers, myself included, are happy to pay Fees. After all, eBay are providing a welcome Win Win Service connecting two parties.
3) SD. Retain the Custom Postage manual opt-out and let Sellers continue to decide how they package and Send an item AFTER a Sale, and not BEFORE. Many have their reasons for distrusting SD - whether it be personal circumstances or in my case, a desire to avoid certain carriers. Delivery reliability is paramount as I want my items to arrive intact at the other end. I've been close to tears hearing Positive Feedback and Messages from Buyers of items I've sold. Just one example - The £2 glass figurine replacing the sentimental value one broken in their childhood in the 1960s...finally found and purchased.
I absolutely trust Evri to deliver my elderly mum's Pads. There's an analogy there about s**t happens...but I won't go there. From experience though, whether unintentionally or not, they've destroyed parcels before. The one which hurts the most was the rare early 1970s Aviation poster I sold. The iconic beaming Stewardess from a long-defunct Airline that disappeared in the 70s, promoting a long obsolete aircraft type. Those rare collectibles don't come along every day. The Buyer was so excited until I had to impart the bad news. In short, when you choose preferred Couriers, it has real-world consequences.
4) Managed Payments. No issues from me. I suspect those needing quick cash-flow turnaround, especially the pseudo Private Sellers with £200k - £300k in Gold/Collectibles listings stock...oops, I meant to type 'personal possessions', may somewhat disagree.
So, the ball is in eBay's Court. I sincerely hope you do the one thing people on this Board are desperately crying out for, which is not to empathise and to Hear, but to...Listen. It's not too late.
