eBay 2005 Annual Report Download - page 10

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processing cost). Additionally, if the eBay Trust and Safety team believes further action is warranted, the
seller's account may be restricted or suspended. The buyer can close the dispute at any time if the buyer's
concerns are resolved. The buyer can escalate a claim if 30 days have passed since the transaction date and
either the seller has not responded at least once or has not responded within 10 days of the dispute being
opened. A dispute can only be open for 90 days after the transaction date. If the buyer has not closed the
dispute within 90 days, it will be automatically closed. When a dispute is automatically closed, the seller is not
reported to eBay's Trust and Safety team and the buyer is not eligible to submit a claim under eBay's Standard
Purchase Protection Program.
In addition to these eBay Marketplaces trust and safety programs, PayPal also offers a Buyer Protection
Program. PayPal's Buyer Protection offers increased security for buyers on eBay.com by covering qualified
transactions up to $1,000 for non-delivery of items, and for the delivery of items that are significantly not as
described. For transactions that do not qualify for PayPal Buyer Protection, PayPal offers its buyer complaint
process, and eBay provides its standard purchase protection of $200 coverage with a $25 processing fee.
Customer Support
We devote significant resources to providing personalized, accurate and timely support services to our
community of users. Buyers and sellers can contact us through a variety of means, including email, online text
chat and, in certain circumstances, telephone. We are focusing our resources on increasing our accessibility
and capacity, expanding our category-specific support, extending our online self-help features, and improving
our systems and processes to allow us to provide the most efficient and effective support possible.
Value-Added Tools and Services
eBay users have access to a variety of ""pre-trade'' and ""post-trade'' tools and services to enhance their
user experience and to make trading faster, easier and safer for them. ""Pre-trade'' tools and services are
intended to simplify the listing process and include photo hosting, authentication services and seller
productivity software. ""Post-trade'' tools and services, which make transactions easier and more convenient to
complete, include payment processing, insurance, vehicle inspections, escrow, shipping and postage. We
currently provide these services directly or through contractual arrangements with third parties.
My eBay and About Me
We offer My eBay, which permits users to receive a report of their recent eBay activity, including
bidding, selling, account balances, favorite categories and recent feedback. Users with their own web pages
also may post links from their pages to eBay and list the items they are selling on eBay. We also offer About
Me, which provides users the opportunity to create their own personal home page free of charge on eBay using
step-by-step instructions. The About Me home page can include personal information, items listed for sale,
eBay feedback ratings, images and links to other favorite sites.
PayPal
Global Payments Platform
Our global payments platform, PayPal, enables any individual or business with an email address to
securely, easily and quickly send and receive payments online. We believe our global payments platform
makes online commerce more efficient compared to traditional payment methods such as checks, money
orders, and credit cards via merchant accounts. These traditional payment methods present various obstacles
to the online commerce experience, including lengthy processing time, inconvenience, and high costs. PayPal
delivers a product well-suited for small businesses, online merchants and individuals by allowing them to send
and receive online payments securely, conveniently and cost-effectively. The PayPal network builds on the
existing financial infrastructure of bank accounts and credit cards to create a global, real-time payment
solution.
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