eBay 2012 Annual Report Download - page 11

Webstore & mobile provides secure shopping cart and checkout offerings, analytical tools, site management tools, including catalog,
content and promotions management and guided product discovery.
Commerce exchange & multi-channel offerings provide transactional capabilities, including order management, inventory management
and fulfillment integration. GSI's multi-channel offering is a suite of software products that enables in-store pickup, ship-from-store, ship-to-
store and drop ship capabilities.
The payments offering provides a robust online payment processing engine with capabilities including price, tax and shipping
calculations, address verification, order review and fraud prevention, credit card authorization and settlement and alternative payment
processing, including PayPal as well as private label credit cards, gift cards and online gift certificates.
GSI Fulfillment & Freight services help retailers manage logistics complexities.
GSI operates five ecommerce fulfillment centers in the U.S., one in Canada and one in the U.K., together encompassing over 3.4 million
square feet. Within these facilities, GSI utilizes warehouse management systems and infrastructure to provide customized direct-to-consumer
fulfillment solutions, including order management, real-time order status updates and reverse logistics services. Through scale and partnerships
with leading freight providers, GSI offers clients favorable shipping rates and innovative freight programs, including its ShipQuik shipping
program. Under this program, packages are presorted by customer zip code, which helps to shorten the time packages are in transit.
GSI Customer Care services provide retailers with integrated customer support for their online web stores.
Through three call centers in the U.S. and a network of customer support agents, plus one call center in the U.K., GSI provides customer
care services for ecommerce via telephone, live chat and email. GSI combines proprietary and third-party technologies, including automatic call
distribution, computer telephony integration, interactive voice response, email, workforce management, voice recording/monitoring and
customer relationship management systems in the customer care platform. The U.K. call center offers customer care in multiple languages.
GMS provides retailers with extensive online marketing services
The GMS business unit is focused on providing comprehensive, industry-leading solutions designed to help clients acquire new
customers, convert more website visitors into buyers, build customer loyalty and drive revenue across various channels. GMS offers a full-
service digital agency, a brand-centric boutique agency, enterprise email marketing, database management, mobile advertising, affiliate
marketing, online advertising display retargeting, and in-depth analytics capabilities.
Competition
We encounter vigorous competition in our businesses from numerous sources. For our Marketplaces segment, our users can find, buy, sell
and pay for similar items through a variety of competing online, mobile and offline channels. These include, but are not limited to, retailers,
distributors, liquidators, import and export companies, auctioneers, catalog and mail-order companies, classifieds, directories, search engines,
commerce participants (consumer-to-consumer, business-to-consumer and business-to-business), shopping channels and networks. As our
product offerings continue to broaden into new categories of items and new commerce formats, we expect to face additional competition from
other online, mobile and offline channels for those new offerings. We compete on the basis of price, product selection and services.
For our Payments segment, our users may choose to pay through a variety of alternative means, including credit and debit cards,
automated clearing house and bank wires, other online payment services, offline payment methods such as cash, check or money order and using
mobile phones. Likewise, our users may elect to finance their purchases through a broad range of other sources of financing, including credit
cards, lines of credit provided by financial institutions and store credit or layaway plans provided by merchants.
Our GSI segment faces different competitors for each of its two business units. GSI seeks to compete on the basis of offering premium
capabilities at attractive prices. Each of GSI's business units competes on a stand-alone basis with in-house solutions promoted and supported by
internal departments, as well as technology and service providers that supply ecommerce solutions or components of ecommerce solutions (e.g.,
website and mobile platforms, customer care/call center services and fulfillment and logistics) and interactive marketing services, as the case
may be. GSI also seeks to differentiate itself by cross-selling and bundling services to offer more attractive pricing and integrated
implementations.
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