auctionbytes, tradingassistantjournal, IMAmerchant, ECMTA, ecommerce, AsWas, << MORE >>

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Our associate Scott Pooler of iBusinessLogic.com and his client Cornerstone Supply have become just one of the latest victims of the BLACK HOLE of eBay's Trust and Safety department. In his Trading Assistant Journal blog, Scott details his experience in the past few days with eBay's Customer Support.

The "BLACK HOLE" of eBay's customer support and more importantly the Trust & Safety department is legendary and notorious. The canned responses that come from CS and T&S leave the user few alternatives. There is no phone number to call unless you are a PowerSeller, no reliable immediate way to resolve issues that effect peoples livelyhood. This BLACK HOLE simply tells users that their issues will be addressed usually within 24-72 hours. Quite often it take much much longer.

I brought this exact issue up with eBay managers in a "Bloggers Meeting" at eBay Live in Chicago. I told those attending that when eBay T&S contemplates or takes action against a seller, there MUST be a way for those affected to deal with the situation, get an explanation, and correct, if they can the problem IMMEDIATELY! The 24-72 hour response is simply not acceptable in todays ecommerce environment. In this meeting I asked why, if T&S has a concern can they not contact the seller by phone prior to taking action? In it's current form, T&S acts as judge and jury without the chance for a defense or explanation. Whatever happened to due process? Are eBay sellers considered guilty until proven innocent?

I completely understand the need to move quickly when there is a perceived threat to protect the buyers on the site. I commend eBay for their efforts to make a safer buyer experience. I understand that there needs to be a balancing act, protecting the buyers, but they also must do everything in their power to ensure that actions taken against a seller are fair, just, and more importantly expediously dealt with. When eBay takes a unilateral action that effects or limits a person's or businesses livelyhood, there MUST be immediate recourse for those affected.

Lorrie Norrington implored the attendees in one of the eBay Live sessions to "give us a chance". (paraphrasing)

What remains to be seen is what if anything eBay will do to fill the 'BLACK HOLE" of CS and T&S and how fast they will do this.

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Fresh from eBay Live 2008 in Chicago, where his presentation was very well received in a packed room of ecommerce sellers Jay Berkowitz author of The Ten Golden Rules of Internet Marketing will be our guest this Saturday. Listen in as Sparky and I interview Jay about his new book, his experience at eBay Live and the trends in ecommerce marketing.

Be sure and register to win an autographed copy of Jay's new book by going to www.basicstobusiness.com and click on the Contest Page tab!

Jay Berkowitz, CEO Ten Golden Rules

Jay Berkowitz is a small business internet consultant with more than 20 years of marketing experience. He has been behind the marketing for Fortune 500 brands: McDonald's and Coca-Cola, developed online and offline strategies for AT&T, Sprint, and managed the marketing department for leading health and fitness website eDiets.com.Mr. Berkowitz is the CEO of Ten Golden Rules, a B2B internet marketing agency based in Boca Raton, Florida, specializing in internet advertising and marketing consulting services.

Mr. Berkowitz is the Past President of the American Marketing Association South Florida Chapter, a Founding Board Member of the South Florida Interactive Marketing Association, and was a member of the Toronto International Film Festival Board of Directors.

He is a popular presenter at conferences and events such as: The Association of Internet Marketing and Sales, The Direct Marketing Association, The American Marketing Association, The Affiliate Summit, Ad-Tech, The CEO Roundtable, The Washington Weight Loss Marketing and Obesity Conference, and The Global Benchmarking Council.

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As eBay closes the doors on eBayLive 2008, reportedly the last eBay Live event until 2010, they continue to keep the doors closed to many reporters and other media outlets. When ebay & Beyond: Basics to Business requested media credentials for the event the credentials were granted. We received an email confirming the credentials and included in that email was the following: << MORE >>

Another sign that all was not good at the event was the very noticeable presence of a large security force. Now there has always been security, but not in the numbers and not as visible as at this years event.

The most obvious indication of the concern of eBay members was the mood. From the opening of the exhibit floor on Thursday, the mood of the attendees was in my humble opinion, depressed. The large number of eBay booths on the exhibit floor with large numbers of eBay employees staffing them, were often nearly empty. I witnessed the employees huddled together talking because there were no customers crowding around their booths as in years past. The attendees were subdued, and the exhibit floor was quiet.

When talking with vendors and exhibitors, they all mentioned the change in the demographics of the attendees. In previous years, there was a healthy mix of new users and experienced PowerSellers. This year there appeared to be far fewer newer users and the general feeling is that the vast majority of attendees were more experienced users looking for information on multi-channel marketing. This indicates to me that sellers are looking to move away from eBay to other venues.

The one thing that really glares to many experienced eBayLive attendees is that eBay usually makes at least one major announcement during the event. This year, with the exception of the PayPal changes, and the opening of the eBay API to third party developers, there was no BIG announcement. Many attendees are worried that the usual major announcements will be made in the days or weeks to come via the eBay Announcements Board and email because eBay did not want to risk a major confrontation with the users at the event.

Well, that is just a brief synopsis of my reflections of the event. I certainly will post more as I digest and review my notes and the 10+ hours of podcasts that we recorded and will be available later today on our website www.basicstobusiness.com. Just click on the Archived Programs tab on the navigation bar. Be sure to listen in on Saturday from 10 AM to Noon ET to our weekly live internet streaming radio show ebay & Beyond: Basics to Business as we recap the eBayLive 2008 event and remember to register for our contest and win an autographed copy of Jay Berkowitz's new book The

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 eBayLive 2008 is 7 days away. Thousands of "community members" will be desending on Chicago to attend this years event. It has already been announced that this is the conference will take a one year hiatus and the next scheduled eBayLive will be in 2010. ( I will not hold my breath)

As Sparky and I prepare to make the trip to Chicago, I have deep reservations. The US economy is in turmoil. Gas prices over $4.05 per gallon, milk prices equal gas prices, airfares are sky high (sorry for the pun) and eBay has raised their fees.

Along with the fee hikes, there are rumors everywhere on the internet regarding what John Donahoe and or Lorrie Norrington will announce at eBayLive. I am not going to speculate or proliferate these rumors here, but with the proposed PayPal only rules on eBay Austrailia (UPDATE: PAYPAL ONLY ON EBAY. AU IS ON HOLD AS OF THIS MORNING), regulated shipping and handling fees in Germany, and the no links policy scheduled here in the good ole USA, one can only speculate what new changes might be coming to light.

I have been speaking to several eBay sellers over the past few days about attending eBayLive 2008. A few have said they are not attending due to travel costs, more have said they would not miss this event for anything. During these conversations, one thing has become glaringly clear. The cost of conducting business on eBay is more than just monetary. Sellers are concerned about losing control of their businesses. Being told what is best for their businesses, that business owners do not know what is best for themselves (see eBayInk blog video interview with Pierre Omydiar) is infuriating large numbers of sellers.

Ecommerce is changing. I understand that internet buyers are dictating what ecommerce sites do and how they do it. eBay has to make changes to meet these demands and challenges in order to remain a viable venue on the internet. However, what is also evident is that smaller sellers are leaving the site. Being disadvantaged in Best Match searches, being told to lower their shipping and handling fees, limiting the sellers ability to promote their own businesses, and not being able to deal with Non Paying Bidders or control the feedback extortion make for unhappy sellers. When the "Big Box" sellers on the site control categories because of advantages in Best Match searches, they will then control pricing, suppy, and thereby demand. This will create artifical or perceived limited supplies. This will eventually create the "Retail Experience" eBay exec's talk about.

Bill Clinton had it spot on! It's The Economy Stupid!

        

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ebay, ECMTA, PESA, ebay and beyond basics to business, worldwidebrands, webinar, ebay-radio, product sourcing, ecommerce<< MORE >>

ebay & Beyond: Basics to Business in cooperation with our friends and fellow members of PESA/ECMTA is pleased to announce that our regular Saturday program on June 21st will be broadcast live from the PESA/ECMTA Pavilion at eBayLive 2008 in Chicago.

If you can't attend this eBayLive event (the last until 2010) you can hear the latest and greatest information from our live internet streaming broadcasts. We will be talking with attendees, exhibitors, and eBay staffers live from the convention all three days!

As always, our listeners can call in on our toll free number or join us on our live chat board during the broadcasts to have your questions answered.

To view our broadcast schedule and list of scheduled guests go to www.internetauctionnewsradio.com. Remember you can always send your questions for our guests via email

If you are attending eBayLive 2008 be sure and check out the PESA/ECMTA Pavilion and don't forget to RSVP for the PESA/ECMTA 5th Anniversay After Party Gala open to all PowerSellers

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One of the ways we suggest ecommerce marketers divest themselves is by creating their own website. Often times this can be a painful and costly venture for many. Trust me, I have been frustrated and disappointed several times over the recent several years with companies or individuals claiming to be professional website designers.

Knowing what you as an ecommerce seller want, and more importantly NEED for your business website can be confusing as well as extremely time consuming. Scott Pooler and his staff at iBusinessLogic.com have the experience and knowledge of the changing climate of ecommerce to work with you to develop your website into a true ecommerce marketplace.

Whether you sell on eBay, Amazon, or any of the other venues, your business needs it's own website to offer your customers the very best in their buying experience.  iBusinessLogic.com is offering a special website design including a full year of hosting package for those businesses interested in creating a professional website.

If your business is looking for the competitive edge that a complete ecommerce site can provide, give iBusinessLogic.com the oppotunity to speak with you regarding your needs. ...<< MORE >>