eBay 2009 Annual Report Download - page 13

Download and view the complete annual report

Please find page 13 of the 2009 eBay annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

Page out of 140

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64
  • 65
  • 66
  • 67
  • 68
  • 69
  • 70
  • 71
  • 72
  • 73
  • 74
  • 75
  • 76
  • 77
  • 78
  • 79
  • 80
  • 81
  • 82
  • 83
  • 84
  • 85
  • 86
  • 87
  • 88
  • 89
  • 90
  • 91
  • 92
  • 93
  • 94
  • 95
  • 96
  • 97
  • 98
  • 99
  • 100
  • 101
  • 102
  • 103
  • 104
  • 105
  • 106
  • 107
  • 108
  • 109
  • 110
  • 111
  • 112
  • 113
  • 114
  • 115
  • 116
  • 117
  • 118
  • 119
  • 120
  • 121
  • 122
  • 123
  • 124
  • 125
  • 126
  • 127
  • 128
  • 129
  • 130
  • 131
  • 132
  • 133
  • 134
  • 135
  • 136
  • 137
  • 138
  • 139
  • 140

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. “Post-trade” tools and services are designed to
make transactions easier and more convenient to complete. These tools and services may not be available in all
international markets.
These tools and services include:
• Turbo Lister, eBay Blackthorne, ProStores, Selling Manager and Selling Manager Pro, each of which
helps to automate the selling process;
• Shipping Calculator, which makes it easier for buyers and sellers to calculate shipping costs;
• Shipping Labels, which allows sellers to print certain postage and labels;
• eBay To Go, which allows users to embed item listings in their own Internet websites; and
• PayPal, which facilitates the online exchange of funds.
We currently provide these services directly or through contractual arrangements with third parties.
PowerSeller program: PowerSellers are eBay’s top sellers who have consistently sustained a high volume
of monthly sales and who have a high level of positive feedback and consistently high DSRs. Members of the
PowerSeller program get a range of special benefits, including pricing discounts, prioritized customer support,
promotional offers, eBay promotional merchandise, advanced selling education, opportunities to participate in
research and other special rewards.
eBay Top-rated Seller program: In 2009, we introduced our eBay Top-rated Seller (eTRS) program in key
countries. PowerSellers who qualify for the eTRS program receive consistently high customer satisfaction
ratings, as measured by consistently high DSRs on shipping, service and item descriptions, as well as meeting
certain volume criteria. Members of the eTRS program qualify for the same benefits as the PowerSeller program,
as well as a prominent badge in search results, higher discounts, and increased search exposure.
Top Buyer program: Our top buyers benefit from having a special phone number to call if they have an
unsatisfactory user experience in connection with a transaction on our websites. From time to time, we also offer
special coupon initiatives to top buyers.
Coupons and Buyer Rewards: Coupons were given to targeted buyers throughout 2008 and 2009 to drive
our GMV growth. Beginning in 2009, we also began offering, on a limited basis, a buyer rewards program in the
U.S. to incentivize our buyers to remain loyal by offering “eBay Bucks” certificates on qualifying eBay.com
purchases, which can be applied towards subsequent purchases on eBay.com.
eBay Buyer Protection: eBay Buyer Protection covers items purchased on eBay.com in the U.S. and the
U.K. through an eligible payment method and protects most buyers with respect to items that are not received or
not as described in the listing. Some purchases are not covered, including prohibited or restricted items; most
vehicles; real estate; and purchases made on classified listings on eBay.com. eBay Buyer Protection provides
coverage for the purchase price of the item, plus original shipping costs, for a limited time period from the date
of payment, and includes a new, streamlined customer service process.
Best Match: Buyers on eBay.com now see “Best Match” as the default search result. The “Best Match”
search algorithm determines which listings appear at the top of searches based on, among other factors,
relevance, detailed seller ratings and shipping and handling charges. “Best Match” is designed to enable buyers
5