Your eBay Questions Answered

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					               Your eBay Questions Answered
                                Copyright©2010 Jim Cockrum


                                About The Author

          Why Listen to what Jim has to say about Internet Marketing?
                                     Over 100,000 already do…

                               Jim Cockrum has been selling on eBay and the Internet
                               since 1997. He’s sold multiple millions of dollars of products
                               and services and has been helping others start successful
                               eBay and online businesses since 2000.

                               He earns his living from the Internet and he works full-time
                               educating others on how to run successful Internet and eBay
                               businesses.

                               His free newsletter Creative eBay Selling Newsletter is read
                               by over 100,000 subscribers. He has appeared in the Wall
Street Journal, Entrepreneur Magazine, eBay radio, and in various news articles. He
has been interviewed as a guest on several radio programs as an eBay business expert
and has taught multiple seminars on eBay success.

                            Silent Sales Machine

                            Where do you want to be financially in 1 year? What's your
                            plan to get there? If you don't know or are sure then this is
                            the book you should get today. In fact, if you don't LOVE this
                            book, I'll give you your money back immediately.

                            Still skeptical? Then read what my customers say about it.
                            You'll soon find that I'm not trying to fool anyone and you
                            will also find that this system works; I prove it everyday.

I have been told MANY times that I should be charging much more then I do, but then

                      Presented with permission from Jim Cockrum, Author "The Silent Sales Machine Hiding on eBay"
                      Editor: "Creative eBay Selling Newsletter" The most popular eBay success newsletter on the web!
                 Your eBay Questions Answered
                                   Copyright©2010 Jim Cockrum


you should try it out - there really is no risk.

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help you sort out the good from the bad!




                        Presented with permission from Jim Cockrum, Author "The Silent Sales Machine Hiding on eBay"
                         Editor: "Creative eBay Selling Newsletter" The most popular eBay success newsletter on the web!
                 Your eBay Questions Answered
                                   Copyright©2010 Jim Cockrum


      Ex-eBay Employee Answers Your Questions
We’ve been talking to an anonymous “eBay-Insider” that is an ex-eBay employee. Last
week I got a question from a reader of this newsletter that I passed over to him and I
thought I’d pass along our “eBay-Insider’s” response for the benefit of all readers.

Question from Creative eBay Selling reader Laurie C. :

   “About a year ago or so I made a few mistakes on eBay and did not follow through with
   items I bid on. My account got suspended. I have tried emailing eBay - I can’t tell you how
   many times. I get no response. In the beginning they were responding. I followed all of their
   directions and still nothing. I am so frustrated. I want to set up my Longaberger business
   and Scrapbooking business online with eBay. Do you have any suggestions how I can get
   back on eBay. I can’t use your Silent Sales Machine strategies until I’m back on eBay!”


I've withheld the Laurie’s eBay ID. I passed this question to our “eBay-Insider” and got
the following response:

“There are many factors to consider when dealing with a suspended account. Because
there is no negative feedback on your account it is hard to see why you were suspended.
If it was indeed because you were delinquent in paying some sellers, I would think at
least one of them would have left a negative comment. Members are automatically
suspended upon receiving their 4th non-paying bidder alert. Each alert is followed by
an email to the bidder requesting them to pay or at least contact the seller. Now, let’s
get to the reason why eBay hasn’t responded to you.

I can tell you that if you sent multiple emails consecutively it is likely that only the first
was read. The rest is simply deleted because it appears to be an act of aggression to the
eBay rep to be bombarded with emails on the same subject. I find it hard to believe that
you never received any replies. eBay will always respond with either the automated
canned email or some type of reply. I'll bet the answers are in that one email you did
receive from them but you just had more questions for them that they didn’t answer
because they felt your question was answered in the first email. If you still have it,

                         Presented with permission from Jim Cockrum, Author "The Silent Sales Machine Hiding on eBay"
                         Editor: "Creative eBay Selling Newsletter" The most popular eBay success newsletter on the web!
                   Your eBay Questions Answered
                                    Copyright©2010 Jim Cockrum


forward it to me, I’ll be glad to review it.

Finally, since it has been 6 months now, I’ll also bet that if you send a short, nice,
unemotional email to “moreinfo@ebay.com,” you will get some results. Keep in mind
that this will only work if this was your first suspension. If it was your second
suspension, it is more than likely an indefinite one.

Here’s what to write if it was your first suspension:

       ✔ Mention that you understand why you were suspended and are very willing to
         make things right.
       ✔ Ask for a list of the sellers that have gone unpaid and offer to ensure they get
         paid immediately.
   ✔ Keep the email short and sweet.
Don't explain too much or give excuses. They only want to know why you are writing to
them today, not why you didn’t pay. The "reason" for non-payment is not what they are
looking for. The fact that you will pay now and in the future IS what they are looking
for.

If it is your 2nd suspension, your emails will most likely go unheard. I hope this has
helped some. Feel free to forward any emails you did receive from them to me as well
as your email to them for review. I’d be more than happy to help out where I can.”

The “eBay-Insider’s” Web site. (http://tinyurl.com/5wuhdv)


       Interview With An Ex-eBay Employee - Part I
Are you as confused as I am about what eBay’s seller policies REALLY mean? If you
said yes, you aren’t alone. This article is for you! If you've read my book The Silent
Sales Machine you know that I don’t advocate violating any eBay policies. If you’ve
done your homework though, you know that there are MANY gray areas when it comes
to applying eBay policy to your auctions.

I’ve often compared the confusion associated with eBay policy to the confusion most


                          Presented with permission from Jim Cockrum, Author "The Silent Sales Machine Hiding on eBay"
                          Editor: "Creative eBay Selling Newsletter" The most popular eBay success newsletter on the web!
                 Your eBay Questions Answered
                                 Copyright©2010 Jim Cockrum


Americans face when dealing with the IRS at tax time. Personally, I look for every legal
deduction when I pay my taxes. I also stretch every advertising dollar I spend with
eBay. Every time I spend a dollar on eBay fees that is an ADVERTISING cost! I want to
get the best return I can on my investment WITHOUT violating eBay policy. That’s part
of what my book is about. (If you’ve read it.) Enough introduction.

I’m excited about a new contact I made a couple of weeks ago. He’s been reading
Creative eBay Selling for several weeks now and contacted me to correct a mistake I’d
made in one issue. He told me he was an ex-eBay employee. I got excited when I heard
that! I’ve been trying to track down an ex-eBay employee for an interview for
months...it’s not an easy task! Since our first conversation several things have
happened. We spoke on the phone, I gave him some advice on his Internet business,
and he agreed to do an interview with me for YOU my readers! He is actually in the
process of writing an eBook about his experiences at eBay. He will refer to his new book
a few times in the interview. He’s asked me not to reveal his real name because he
might want to work for eBay again some day (he left eBay on good terms). For our
interview I’ll call him “eBay-Insider.”

Here's Part I of our interview:

Jim: What were your job duties at eBay?

eBay-Insider: During my employment at eBay, I worked in several departments. As a
Customer Support Rep, I answered general support emails from members. I was also
on the phone team for a short while. Yes, eBay DOES have limited phone support
believe it or not! I learned most of eBay’s policies on the phone team because we got
calls from just about everyone for every reason. I covered the globe in eBay Policies &
Procedures that way. I also had experience in the Safe Harbor department where
ending auctions and suspending members made me feel quite empowered.

Jim: Do most eBay employees have an eBay account?

eBay-Insider: Actually, it is an unwritten policy that ALL eBay support employees

                       Presented with permission from Jim Cockrum, Author "The Silent Sales Machine Hiding on eBay"
                       Editor: "Creative eBay Selling Newsletter" The most popular eBay success newsletter on the web!
                    Your eBay Questions Answered
                                  Copyright©2010 Jim Cockrum


have an eBay account. Part of the hiring process requires that they have knowledge of
at least the buyer side of eBay. I'm sure they’ll say they do this so they can be sure each
employee can actually give first hand knowledge of how the site is run and therefore
provide better customer service, but some will argue that this is not the best hiring
practice as many new employees have never even used eBay until just before their
interview. Others say it only helps eBay to increase the number of registered members
for the analysts.

Jim: Thanks, I’ve always been curious about that. How is the eBay site monitored for
violations? Is it really monitored only by eBay users or are there eBay sponsored
“police” as well?

eBay-Insider: Both. eBay does rely on their users to police the site. This “tattle tale”
system is what eBay used to solely rely on. In the last year or so, eBay has created teams
that target certain types of auctions; this is a very proactive approach. eBay has also
developed their own applications that actually go out and run searches for unique
phrases and foul language content. (among other variables) A rep then reviews the list
of items that are captured and then goes through to confirm and sort the violation and
then just copies and pastes the seller's ID into another program which automatically
ends all auctions or suspends the users as appropriate. Some reps get a great sense of
satisfaction at doing this as it makes them feel almost God Like.

Jim: That’s scary...God Like? Yikes! How should you handle an email from eBay that
tells you that you’ve violated an eBay policy?

eBay-Insider: eBay does not like to point out exactly what you are violating because it
is costly to research each auction for the exact guideline. There may not even be an
exact policy that covers your specific item anyway. eBay won’t tell you the exact
guideline in the policy that you violated. Instead, they'll send you the guidelines and
just remind you to follow them and hope that you can determine the violation on your
own.


                        Presented with permission from Jim Cockrum, Author "The Silent Sales Machine Hiding on eBay"
                        Editor: "Creative eBay Selling Newsletter" The most popular eBay success newsletter on the web!
                 Your eBay Questions Answered
                                  Copyright©2010 Jim Cockrum


Most users don’t think they’ve done anything wrong and because they’ve seen the exact
same listing on another user’s auction, they feel as if they are being singled out or that
eBay is out to get them. Thus, they become defensive and rightly upset that they now
have to resubmit all of their auctions after they correct the issue. This leads to hot
headed emails to eBay’s Safe Harbor department and trust me, read 100 or so nasty
emails from upset users and you'll have NO problem understanding why some reps just
flat out don't reply or reply with more bad news. The bottom line here is: catch a rep on
a bad day and be the brunt of his/her frustrations!

Jim: So it sounds like your tone is important when writing eBay - cooperation will take
you far...

eBay-Insider: Yes.

Jim: How hard is it to get you account back up and running if it’s been turned off?
(Suspended!)

eBay-Insider: It depends on your infraction; it isn’t that difficult unless you are
indefinitely suspended. That can be nearly impossible. The clue here is to not get all hot
headed and defensive about your suspension. The louder you yell, the slower they
investigate they’re only human after all. Obviously, eBay wants you as a member
because you are a valuable revenue stream for them, however, if you are a problem
member who is costing eBay money by using up their resources, they will have to let
you go.

Jim: How does eBay really feel about one user having multiple eBay accounts?

eBay-Insider: Certainly, no one at eBay corporate will frown upon you having
multiple accounts after all, it DOES make eBay “appear” to have more registered
members and that only helps eBay's image to investors. (Note to readers from Jim -
“See I told you so!!” ;0)

Jim: Do Power Sellers really get preferential treatment when it comes to eBay policy?
It seems so...
                        Presented with permission from Jim Cockrum, Author "The Silent Sales Machine Hiding on eBay"
                        Editor: "Creative eBay Selling Newsletter" The most popular eBay success newsletter on the web!
                Your eBay Questions Answered
                                    Copyright©2010 Jim Cockrum


eBay-Insider: Oh yes, many do. I know of one PS whose feedback score got so high
that eBay actually created the top flying star icon just for him. He also got an expense
paid special invitation to visit with Meg and tour the facility in San Jose and Salt Lake
City. In fact eBay now offers their Gold members health insurance! Of course, they all
still get that special email account that is really answered within 2 hours and
Bronze/Gold members get a special phone number they can call for immediate help.
Gold members even get their very own account manager to hold their hand through
just about anything.

Jim: What are the hottest categories on eBay? (get the most TRAFFIC - and bids)

eBay-Insider: eBay MOTORS is the fastest growing category since 1999 and
ELECTRONICS is probably the top-producing category for number of items listed (lots
of fraud in Electronic items so beware!) Collectibles & Antiques still remain to be the
hottest items traffic wise on eBay. Oh, but wait - did I mention the other side of eBay?
The Mature Audience categories don't get publicly counted but are THE #1 highest
traffic source on eBay!

Jim: I won't be going there.

So what did you think? Good information right?! I’ll be including more from our “eBay
Insider” in future FREE updates of my book The Silent Sales Machine - he’s full of good
info!

More interview questions will be in the next issue of the newsletter too.


  Interview With An Ex-eBay Employee - Part II
I’ve been trying to track down an ex-eBay employee for an interview for months. It’s
not an easy task! The effort has paid off though! I finally had one contact me, and he’s
been a great source of information. After Part I of our interview many of you sent me
follow up questions. Those questions are answered below. Our eBay-Insider is actually
in the process of writing an eBook about his experiences at eBay. You can check out his

                          Presented with permission from Jim Cockrum, Author "The Silent Sales Machine Hiding on eBay"
                          Editor: "Creative eBay Selling Newsletter" The most popular eBay success newsletter on the web!
                  Your eBay Questions Answered
                                  Copyright©2010 Jim Cockrum


Web site (http://tinyurl.com/5wuhdv) for more information.

He’s asked me not to reveal his real name because he might want to work for eBay
again some day (he left eBay on good terms). Just like last issue, for our interview I’ll
call him “eBay-Insider.” To read the full interview visit his Web site - he has a copy of it.

Jim: Is there a phone number you could tell us for eBay support?

ebay-Insider: Well no, not that eBay would want to admit anyway. But, there actually
is a number to reach someone at eBay. The number is not a total secret since it is
printed on your credit card statement if you’ve paid your seller fees with a credit card.
The number was originally installed for regulation reasons with the credit card
companies. They required a customer service number be printed on the statements or
else they would reject eBay's merchant account. The number is strictly for general
account & site navigation questions. If you call with a Rules & Safety, Community
Watch or billing refund requests, you will be politely directed to the web form to send
the appropriate department your question. This is done for security reasons.

Not having a fully staffed phone group prevents eBay seller accounts from being stolen.
Imagine someone calling eBay and claiming to be you - they can provide eBay with
your userid, name, address and phone by simply having won or sold to you in an
auction in the past - then being able to change your email address or knowing your
account history. These are huge liability issue so eBay simply doesn’t give that much
support via phone. The number can be useful to have for quick billing or account status
questions or even to confirm when a free listing day is about to hit, but it’s not for
support issues.

Jim: What’s the deal with the delay from the time I post an auction until it shows up in
the ebay search engine?

ebay-Insider: This delay causes a lot of confusion with new sellers. The delay is the
time it takes to replicate your auction info on all the servers involved in carrying out
your auction. You have to realize, with over 4 Million auctions listed, there are 4 or 5

                        Presented with permission from Jim Cockrum, Author "The Silent Sales Machine Hiding on eBay"
                        Editor: "Creative eBay Selling Newsletter" The most popular eBay success newsletter on the web!
                 Your eBay Questions Answered
                                  Copyright©2010 Jim Cockrum


servers that host different portions of your auction listing. There is even a dedicated
server specifically for the little icons displayed next to your userID (the aboutME, stars,
store, Powerseller and other icons through the site). When you list your auction each
server involved in hosting your auction info must get indexed (updated) before it
becomes searchable on the entire site. It shows up immediately on your “My eBay”
page because all links to your auction are physically there immediately.

Think of it the same way why your own web site domain name doesn’t show up
immediately when you submit your URL to the search engines. Anyone who knows the
URL can go directly to the site because it is there, but in order to find it in a search, the
search engines must first index there databases to update the latest submissions. This
is the same process eBay’s database’s must go through except unlike search engine
indexing, eBay only take from 30 minutes to 3 hours, (or more) depending on the
number of submissions it must index that hour instead of several weeks or months that
search engines take to do it.

Jim: When I email support a question, I often receive an answer that is so canned it
was like a human never even read my question....

eBay-Insider: Depending on the help topic you select on the support form, you will
receive an auto reply robot answer that eBay hopes will answer your question. Other
help topics go right to a first level support group for answering and still other topics go
to the more seasoned support reps in higher departments. The first level support group
is not even made up of eBay employees! They are minimum wagers that may not have
any real experience with eBay and solely rely on inserting pre made canned responses
into the email. They are supposed to tailor the email to answer your question
specifically, however, we all know that rarely happens. For community watch and Rules
& Safety help topics, etc, you’ll get a seasoned rep and I think they are a lot better at
answering questions directly. There is an entire chapter in my book that addresses this
question that I'd love to share with you!


                        Presented with permission from Jim Cockrum, Author "The Silent Sales Machine Hiding on eBay"
                        Editor: "Creative eBay Selling Newsletter" The most popular eBay success newsletter on the web!
               Your eBay Questions Answered
                                Copyright©2010 Jim Cockrum


Jim: Thanks again for your help. I’m looking forward to your book - let us know when
it is ready.

ebay-insider: Please have your readers visit my Web site
(http://tinyurl.com/5wuhdv) for more information!




                      Presented with permission from Jim Cockrum, Author "The Silent Sales Machine Hiding on eBay"
                      Editor: "Creative eBay Selling Newsletter" The most popular eBay success newsletter on the web!
                 Your eBay Questions Answered
                                  Copyright©2010 Jim Cockrum


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                        Presented with permission from Jim Cockrum, Author "The Silent Sales Machine Hiding on eBay"
                        Editor: "Creative eBay Selling Newsletter" The most popular eBay success newsletter on the web!
                Your eBay Questions Answered
                                 Copyright©2010 Jim Cockrum


              Jim Cockrum's Membership Sites

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They are here for YOU so come join us today and become a part of My Silent Team.




                       Presented with permission from Jim Cockrum, Author "The Silent Sales Machine Hiding on eBay"
                       Editor: "Creative eBay Selling Newsletter" The most popular eBay success newsletter on the web!
                 Your eBay Questions Answered
                                 Copyright©2010 Jim Cockrum


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                       Presented with permission from Jim Cockrum, Author "The Silent Sales Machine Hiding on eBay"
                       Editor: "Creative eBay Selling Newsletter" The most popular eBay success newsletter on the web!

				
DOCUMENT INFO
Description: Get the inside scoop on eBay from and eBay insider, that is an ex-eBay emploee. Jim Cockrum has been selling on eBay and the Internet since 1997. He's sold multiple millions of dollars of products and services and has been helping others start successful eBay and online businesses since 2000.