Charity Donation Netting
Over view
What did we do?
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We also identified opportunities to holistically improve the user experience for the dispute workflow beyond charity donations
Updating the messaging to improve clarity and transparency
- Aligned the page design with other products for consistency
- Updated components to align with DS 6.5
Context / Customer Problem:
When sellers list an item on eBay, they can choose to donate a percentage of the potential sale of the item to a charity of their choice. Today, the donation is paid using the seller’s PayPal account 21 days after the listing is sold. If that fails, eBay sends the seller an invoice in the hopes they pay the donation they committed to. By netting donations like fees, we would be able to capture the donation at the point of sale and guarantee the donation is collected.
Customer Problem (Seller): As an eBay seller, when I sell an item and choose to donate part of the proceeds to charity, I expect to have the donation portion of the proceeds collected and disbursed seamlessly to my chosen nonprofit organization. I want to trust my gift is well managed by eBay and reaches the NPO correctly and promptly.
Solution:
To ensure that donations are collected from sales proceeds and disbursed to charities seamlessly, eBay will start netting the donation amount from sales proceeds as a part of the forward movement movement (FMM) flow. These donation proceeds will temporarily sit in a charity account (managed by eBay) and will eventually be paid out to the charity selected by the seller. In instances, where refunds / recoupments take place within 21 days from the transaction date, eBay will tap into the charity account to pull funds to cover the refund. However, in instances where refunds take place more than 21 days from the transaction date, the entire refund amount (including the donation portion) will be charged to the seller.
PRD: https://docs.google.com/document/d/1yRDJ0wrqtdUfIwErTY7P4JWDjd3UjAZg5m4if8-sFss/edit?usp=sharing
Acceptance Criteria:
For RMM Flows (P1):
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Provide mocks for the pre-refund, refund pending and refund success screens showing that eBay is covering the donation portion when the refund is issued within 21 days. Here are two proposals from Product team on how this info can be shown -
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Surface donation credits similar to fee credits
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Show recovery of the donation amount from the charity account in the "how you paid" module
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Ensure mocks for #1 make it clear for sellers that eBay is covering the donation amount
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Provide mocks for the pre-refund, refund pending and refund success screens showing that seller is being held liable donation portion when the refund is issued beyond 21 days.
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Provide mock for the pre-refund page for the use-case where refund fails due to the 21 day race condition i.e. refund issued within 21 days, but due to time lag, money was already paid out the charity and donation portion couldn't be recouped from the charity account.
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For the returns partial refund offer use-case, provide mock of the refund offer page clearly showing the amount that the seller will be held liable for depending on when the partial refund offer is being made.
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Seller should be shown the amounts based on what would happen if refund/recoupment happened after 21 days
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Sellers should also see a disclaimer that the actual amount will vary depending on whether the refund occurs before or after Mmm DD (something on the lines of - “If the offer is accepted by Mmm DD, then eBay will cover the <donation portion>”.
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Disclaimer should not be shown if the offer is sent after 21 days or if the offer expiry is within 21 days (Alternatively, we can say that this disclaimer should appear only if the partial refund offer is initiated before 21 days and offer timeout is expected to go beyond the 21 day timeframe)
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For Payment Disputes (P2):
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Provide mocks of the dispute accept page showing that eBay will cover the donation portion (along with fee credits) when the dispute is accepted within 21 days of the transaction date
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Provide mocks of the dispute accept page showing that eBay will not cover the donation portion (but will still issue fee credits) when the dispute is accepted beyond 21 days from the transaction date
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Provide mocks of the dispute challenge page showing that eBay will cover the donation portion if recoupment of funds takes place within 21 days of the transaction date (TBD) – Requires further discussion with Trust BU
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Provide mocks of the dispute challenge page showing that eBay will not cover the donation portion if recoupment of funds takes place beyond 21 days from the transaction date (TBD) – Requires further discussion with Trust BU
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Provide a mock variation of redesign of the Return address section for Accept with Return flow
What’s in Scope:
Product Flows: Cancel, SIR, INR, eMBG, Returns, and Payment Disputes
Applicable platforms: dWeb, mWeb and native
Milestones (P1 1-4):
Initial mocks: Aug 8
Mocks ready for initial Protections design review: Aug 10
Mocks ready for final Protections design review: Aug 15
Mocks ready for Design Director review (as needed): Aug 15
Final mocks ready for all refund flows: Aug 21
Payment Dispute milestones:
Initial mocks ready and review with Atul: Sep 20
Mocks ready for Design review (as needed w Carly): Sep 25
Mocks ready for initial Protections design review: Sep 28
David Ghandi Review: targeting TBC ( initially Oct 19 )
Final mocks ready for all disputes flows: Oct 6
David Gandhi Review: Thu 1/18/24 (Previously on 12/20)
Design Handoff: Mon 4/29/24
LinksPRD: https://docs.google.com/document/d/1yRDJ0wrqtdUfIwErTY7P4JWDjd3UjAZg5m4if8-sFss/edit?usp=sharing
Figma (Returns): https://www.figma.com/file/jmVtQxauVzqECgiYWEPlYG/Seller-Accept%3A-All-Variations-for-return-flows?type=design&node-id=443-7518&mode=design&t=4EC3DAPbqhjvFXWw-0
Figma (INR/eMBG): https://www.figma.com/file/Ukt5oBYdUxsMz5BDJsasQt/INR_Resolutions_redesign_2020?type=design&node-id=14734-134921&mode=design&t=uA7Ef8746IE3KEXA-0
Figma (INR):
Selling Experience and MESH Orders,
Review Notes - https://docs.google.com/document/d/1UrKW5wYA2MlSkhY2mJ-gp-fECSSYyvwEo2NnUTIr0AI/edit?pli=1
Attachments
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03/Jul/24 12:12 PM
Issue Links
clones
CCUXTRST-870 [Design] PDX Experience Cleanup: Supporting Multi-File Upload Feature (with relaxed file size limit) and Free Text Field for Sellers, Release #
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LAUNCHED
is cloned by
CCUXTRST-1097 [Design] INR offline flow
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LAUNCHED
CCUXTRST-1100 [Content] AU Managed Claims SEEK Survey
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LAUNCHED
Related to
CHRGBK-8244 Acceptance / Contest Page - Return Module "Show More" button
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Closed
CHRGBK-8311 Acceptance / Contest Page - Return Module "Show More" button
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Closed
Show 2 more links (1 Related to, 1 mentioned in)
Structure
Activity
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Comments
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Collapse comment: Nishida, Emi(AWF) added a comment - 23/Jul/24 11:34 AM
Nishida, Emi(AWF) added a comment - 23/Jul/24 11:34 AM
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Update 07/22:
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There will be no implementation for the Challenge page in this release
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The Dev team filled the bug ticket (07.18.24): https://jirap.corp.ebay.com/browse/CHRGBK-8244
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will take this up next sprint and dev will keep me posted
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@Herin Gandhi and @Mahidhar Raju Jalumuru keep follow-on change for backlog
Update list for next release is provided via Figma, dev spreadsheet and Google dock documentation
Collapse comment: Nishida, Emi(AWF) added a comment - 08/Jul/24 11:14 AM
Nishida, Emi(AWF) added a comment - 08/Jul/24 11:14 AM
Alex and I are reviewing some pages (not all) due to responding to product and development questions here : https://docs.google.com/spreadsheets/d/1Ckj2Ympb3qQbT4J1ZXzJdHhpuIp0uhCe_igU6edEutM/edit?gid=0#gid=0
Collapse comment: PRICE, MICHELLE added a comment - 03/Jul/24 10:31 AM
PRICE, MICHELLE added a comment - 03/Jul/24 10:31 AM
Nishida, Emi(AWF) Can you please review this before it goes live, thanks -///Michelle
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Collapse comment: Chen, Benjamin added a comment - 01/Jul/24 1:07 PM
Chen, Benjamin added a comment - 01/Jul/24 1:07 PM
Per Atul on Mon 7/1/24:
We can close CCUXTRST-1081 - the design work for this release is complete. PD team is currently implementing the new designs/content. We may need some support from Emi/Alex in case the PD team has any questions, but it would be on an as-needed basis.
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Collapse comment: Rubio, Alex(AWF) added a comment - 04/Jun/24 9:42 AM
Rubio, Alex(AWF) added a comment - 04/Jun/24 9:42 AM
Following up with Atul to confirm whether fee credit components will be included as part of this release.
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Collapse comment: Nishida, Emi(AWF) added a comment - 30/Apr/24 1:29 AM, Edited by Nishida, Emi(AWF) - 30/Apr/24 1:40 AM
Nishida, Emi(AWF) added a comment - 30/Apr/24 1:29 AM - edited
Date : 4/29/24
attendee: Emi, Sonny, Sruthi, Xiaochen Wang
Open issues:
1. Photo uploader (https://www.figma.com/file/hfbf3PnTgrV0bR9dIAkId2/Dispute-Charity-donation-Handoff?type=design&node-id=46%3A16840&mode=design&t=spoTjjpdMZ49BiWC-1)
The new component is under implementation, targeting Q2 for the collaboration between the DS and Protection development teams. If dispute team will use this new component, the team is requesting one dev joing the team (Xiaochen Wang?)
2. Outcome page with FX https://www.figma.com/file/hfbf3PnTgrV0bR9dIAkId2/Dispute-Charity-donation-Handoff?type=design&node-id=0%3A1&mode=design&t=spoTjjpdMZ49BiWC-1
<Problem> Protections use a different pattern from the Finance team’s UI pattern/content.
< Recommendation> Our design should align our patterns with those of the Finance team.
< issue > Sonny brought up the case of converting Canadiandollars to US dollars using only the currency symbol.
< Solution> I created a design mock-up using the existing protection pattern and also recommended a holistic change to align with the financial team's pattern.
Pursuing the recommended direction, we need to align and find the best solution in collaboration with the Finance team (we need to work with Elaine Huang).
Collapse comment: Nishida, Emi(AWF) added a comment - 30/Apr/24 1:12 AM, Edited by Nishida, Emi(AWF) - 30/Apr/24 1:18 AM
Nishida, Emi(AWF) added a comment - 30/Apr/24 1:12 AM - edited
dev/Pm/design meeting
Date: Wed 4/26/24
Attendees: Emi, Xiaochen Wang, Sruthi Duvvuri, Kim, Myung Soo, Alex Rubio
Action Items - discuss the 2 designopen issues with Atul
Collapse comment: Chen, Benjamin added a comment - 24/Apr/24 12:31 PM, Edited by Chen, Benjamin - 24/Apr/24 12:34 PM
Chen, Benjamin added a comment - 24/Apr/24 12:31 PM - edited
Meeting: [Protections] Donation Netting Issue
Date: Wed 4/24/24
Attendees: Emi, Atul, Carly, Melissa. Alex Rubio
Action Items
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Incremental progress design changes - XD protections
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Inform Returns, Cancel, INR, Disputes team about design changes - Emi
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Setup a phased timeline on design changes - Protections XD and DPM
Notes
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Issue: There is a typography discrepancy in the design that Dispute is now implementing within design and it will result with inconsistency on some associated product pages.
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Need consistency between mWeb and dWeb
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Disputes pages will be inconsistent with current pages
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Need: Guidance on Protection Product/Design team approach in regards to the design inconsistency from the Dispute team
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Currently Disputes (part of Protections) owned by Atul Sharma
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PD Manager respects both Product and Design POVs, suggest incremental design changes as a solution
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Collapse comment: Chen, Benjamin added a comment - 22/Apr/24 10:04 AM
Chen, Benjamin added a comment - 22/Apr/24 10:04 AM
Melissa meeting for typography: week of 4/22/24. Pending directions after review is complete.
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Collapse comment: Chen, Benjamin added a comment - 22/Apr/24 9:53 AM, Edited by Chen, Benjamin - 22/Apr/24 9:54 AM
Chen, Benjamin added a comment - 22/Apr/24 9:53 AM - edited
CD sync with Atul on CD changes: week of 4/22/24
Targeting to handoff end of April
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ROLL
UI/UX*
Return migration
This is what I think we are targeting with the migration of the Return Seller Approve page. It's almost all the remaining webview traffic on Returns.
From: Rubio, Alex(AWF) <alrubio@ebay.com>
Date: Wednesday, April 10, 2024 at 2:21 PM
To: Nishida, Emi(AWF) <emnishida@ebay.com>
Subject: Fwd: Designers: 🚀 Launch Announcement: Donation Netting: REWARD
Begin forwarded message:
From: "Whiteman, Shannon" <swhiteman@ebay.com>
Subject: Designers: 🚀 Launch Announcement: Donation Netting
Date: March 27, 2024 at 12:23:07 PM PDT
To: "Young, Kris" <kriyoung@ebay.com>, "Zhu, Jingyi(AWF)" <jingyzhu@ebay.com>, "Nishida, Emi(AWF)" <emnishida@ebay.com>
Cc: DL-eBay-FST-UX-All <DL-eBay-FST-UX-All@ebay.com>
I wanted to send a shout out to our design team for their work on Donation Netting.
The following designers supported this release in 2023 - 2024
Seller Financials Team @Zhu, Jingyi(AWF) & @Young, Kris
Protections Team @Nishida, Emi(AWF)
From: Metz, Steve <smetz@ebay.com>
Date: Wednesday, March 27, 2024 at 10:43 AM
To: Pena, Pats <patpena@ebay.com>, DL-eBay-Launch-Announcements <DL-eBay-Launch-Announcements@ebay.com>
Subject: RE: 🚀 Launch Announcement: Donation NettingNice win. I love this feature. Having been invoiced by Paypal several times over the past few months for listings with proceeds going to charity – I’m excited to have this netted out by default. Thank you!!
From: Pena, Pats <patpena@ebay.com>
Sent: Wednesday, March 27, 2024 10:33 AM
To: DL-eBay-Launch-Announcements <DL-eBay-Launch-Announcements@ebay.com>
Subject: 🚀 Launch Announcement: Donation Netting
TL;DR
Over the past few weeks, we have ramped up the Donation Netting feature to 100% of Charity Community Sellers in the US, ensuring Community Sellers' donations will be automatically processed when buyers pay for the item. By automating the donation collection we have improved the user experience, while ensuring all funds allocated to charity reach the nonprofits. As of January 2024, Donation Netting is live in the US and it will be enabled in the UK later this year. These are the 2 markets where we currently offer this program. 🎉
The daily average unpaid donations in the US in 2023 was 610 donations worth $3,800. Since the start of the donation netting ramp on January 18th of 2024, this daily average has dropped to 170 donations worth $1,300, which is 71% reduction of unpaid donations for the first 2 months. Since we ramped to 100% on March 13th, the unpaid donations have dropped to zero.
Inputs
Initiative
Buyer Experience: eBay for Charity
Success Metrics & Targets
Number of UPDs (unpaid donations) in the system - 90% Reduction Unpaid Donations
Number of paid Community Selling donations - Increase of 20% + in paid donation
Number of donation cancellation requests - 90% Reduction
Customer Problems
Sellers who want to donate a percentage of their sale proceeds to charity on eBay must either set up a PayPal account to automatically pay their donations
or manually pay a monthly donation invoice. However, since migration to the managed payments platform in 2020, sellers do not set up a PayPal account to process payments through eBay; instead, they set up a bank account. This means sale money intended to pay donations does not flow into a PayPal account, but rather into a bank account. This has resulted in a trend of an increasing number of donations being invoiced rather than automatically collected from a PayPal account. The current process:
Causes confusion and frustration on the process to manually pay donation invoices
Has increased the percentage of unpaid donations
When a seller does not pay a donation, their selling account is suspended from selling for charity. However, the sell flow automatically adds back a charity
donation in a new listing draft, which then blocks the seller from publishing the listing until they disable the donation option.
Donation information is difficult to find because it's outside the core eBay payments system. Its not included in the eBay order system and not displayed
on seller HUB order details
.
Solution Tested
The Donation Netting solution was designed around collecting the donation portion of the proceeds upfront and transferring a net profit to the sellers. This way,
the seller never receives the donation amount in the first place, so there's no chance of it going unpaid. By collecting donations beforehand, we have control over the disbursement source (eBay account) and do not need to recover this amount later on in the process.
Business Impact
Moved donation processing into the eBay payment processing system
Significantly improved the donation collection experience for the seller
Following best practices and donation management compliance standards
Increasing the amount disbursed to nonprofits, decreasing UPDs
Decreases risk of users misusing seller discount fee benefit
Faster payout to charity
Eliminating Paypal Invoice API usage, maintenance and dependency
Deprecate 6 legacy Charity applications, making the platforms easier to maintain
Primary Test & Target Metrics
No A/B test.
Primary success metrics are same as initiative success metrics:
Number of UPDs (unpaid donations) in the system was a 71% reduction in the first 2 months (given the ramp launch).
Number of donation cancellation requests decreased by 75% from 2023 Vs 2024 in the first 2 months (given the ramp launch).
All original success metrics are expected to be met and exceeded now that we are 100% ramped.
We will track Community Selling traffic increase in the next 12 months.
Hypothesis: Netting the donation portion alongside eBay’s fees will increase customer satisfaction and trust while decreasing unpaid donations.
Pre-launch validation include:
Pre-launch & beta onboarding for internal sellers
e2e production testing with beta sellers and live listings across all platforms
Hosted three bug bashes to work through issues with test sellers; all P1/P2 bugs were closed before launch
Tested happy path and complex customer use cases inclusive of disputes, cancels, INR, SIR and returns to ensure both
seller and buyer experiences were on par with existing programs.
Outcome
Lessons Learned
Along with the pre-launch validation of our hypothesis (see above for activities), we have key qualitative research insights from sellers and buyers that support the need to simplify tools with seamless integration to speed up processes and decrease confusion around invoice payment and waiting times. Late last year we sent CS users a message explaining the changes. We have not seen complaints about these changes.
In Jan/Feb we experienced an overall softness in donations in both seller and buyer flows, which is aligned with the decrease we see here in the CS total number of donations compared to last year.
Next Steps
Over the past few weeks, we have ramped up the Donation Netting feature to 100% for Charity Community Sellers in the US, ensuring donors could donate automatically in the flow. As next steps, in H1 we are working on the last requirements for Donation Netting launch in the UK, as well as improvements in the Dispute flows. In H2 we will work on the Charity Outage edge case, which will allow us to deprecate 6 legacy Charity applications, making the platform easier to maintain.
Acknowledgements
A heartfelt thank you to all 55+ scrum teams that supported Charity with this feature upgrade. This was a complex undertaking
that required extreme collaboration, communication and persistence. This feature improvement had components touching
Core Product, Core Tech, Growth, Markets, Finance, and Legal - virtually all of eBay’s verticals!
Special thanks to the entire Charity team, and Shakul Hameed, Thilagraj Shunmugaiah, Kumaran Shanmugam
for your strategic minds, steady engagement, and testing endurance.
eBay for Charity Team:
Diana Dukart, Marci Ross, Praveen Thiruvathilingam, Subrat Parida,
John Voong, Maithily Garud, Martin Lassen, Kirthika Balu, Logeshwar Madhavan, Catherine Pham
OMS team:
Shakul Hameed, Thilagraj Shunmugaiah, Maximus Souza, Helisha Sureshbhai
OPS: Aneesh David
Payment Platform:
Kumaran Shanmugam, Anang Mankad, Rashmi Paranjee, Tahir Pervaiz, Soomal Choudhary,
Vasudev Vijayraman, Ray Chen, Nicolas Bertoli, Nancy Wang, Ting Wu, Eve Fan
Protections:
Atul Sharma, Srini Meda, Ayush Luthra, Chloe Chow, Tien Le , Piyush Dubey, Jiayue Dong,
Jane Huang, Anbalagan Matchmutu, Srini Meda, Xhiaochen Wang, Myung Soo Kim, Jiansen Zhuo, Sonny Byun,
Nagarajan Kanna, Anant Shinde, Srilakshmi Mani;
Emi Nishida, Alex Rubio, Fang Chen, Punit Kulkarni
RRP: Lefeng Gu, Chaitanya Vasamsetty, Sophia
Wu, Ke Sun
FAS:
Bobby Jiang, Jane Liu, William Fan, Bo Zhao, Peicheng Yu, Jie Zhang, Leo Wang
Billing:
Mayank Shrivastava, Sudhakar Vemuri,
Jeff Yu, Santwana Sarangi, Subhashini Anna Parameswaran,
Murali Beedala, Hiral Lakdavala
Seller Payment Experience:
Srinivas Prasad Mani, Ragesh Chettiary, Eliyahu Voronov,
Senthilnathan Subramanian, Suman Goud, Binfeng Shen, Anwaya Rath,
Seller Experience: Owen Lin, Yefan Chen, Pavan
Sannapareddy, Bill MAcEwen, Priyanshi Jain, Jaswinder Gaud,
Morgan Chen, Grace Xaveria, Shree Rajakumar, Vikram Pyati, Pradnya Sheth, Vidya Balasubramanian, Amit Rawat
Seller Experience/Seller Hub:, Venkataraman Valady Ganesan, Frank
Zhao, Leon Glotsky, Iordan Iordanov,
Alexandr Kornilenko, Maxim Cheusov, Luan Pablo Neves Ferreira Fabiano, Khachatur Kocharyan, Shelley Ball, Greg Araujo, Kevin Gu
Payments BU/Architect: Scottie Sharp, Cassie
Chen, James Foster, Aleene Yaplee, Margaret Lu
Finance:
Frank Lee, Marcus He, Dina Talerico, Anwar Shan, Branko Kovacic, Jason Martin, Dmitry Martynov, Marta Alvarez,
Reconciliation: Linga Huang, Nora Susan Kurian,
Serina Gu, Siyun Li
Regulatory Reporting:
Patti Reyna, Lisa Magnano, Ruby Sinclair
DSS/ITSS:
Tori Bailey, Sucharita Saibaba, Xin Ma, April Zhou, Prasanta Bishoyi
Monetization: Bibek Panda, Roshan Patel, Ravi
Agarwal, Vikram Shandilya, Jodie Shen, Jonh Lee, Matt Danby, Sujit Nair, Ajay Wadhwa
Legal:
Benjamin Hendrick, Nadim Hegazi, Andrea Hsu, Juliana King, Sybille Briand, Shulamit Kashy, Edward O'Flynn
Design: Shannon Whiteman
Native:
Carlos Ferreyra Rodriguez, Seab Jackson, KP Bhat, Harold Weisenbloom, Pak Tung (Charlie) Siu, Kannan Sowminarayanan
Risk:
Sid Pershad, Matt Lundgaard, James MacCamey, Sri Srinivasan, Marina Vafei, Vahe Aprahamian, Alex Peterson
Trust BU:
Cindy Aknin, Beatrice Chiriaescu, Greg Tanner, Nathaniel Rulloda, Rajee Ramachandran
Email:
Christian Bornmann, Gozde Keles, Tomas Lackovic
GCX: Malinda Bills, Matt Horyna, Connie Barker,
Pooja Mahajan, Trinton Tello
CS Tech:
Vanitha Senthamilselvan, Prajakta Setty, Pujitha Nimmanapalli, Balla Balla, Danny Splinter, Pooja
PMO:
Subhashini Pushparaj, Rithu Arthi Thirumaran
eBay for Charity Leadership: Nicole Inouye,
Vijay Chandrasegaran, Alex Grigoryan, Blair Ethington, Eddie Garcia
These were the official POCs, but we had many more people involved in this project unofficially. For those
whose name didn’t make it to the announcements - your support was essential, and we truly appreciate it!
Cheers,
Pats Pena
—--
This announcement was bbc'd to: DL-eBay-CPO-Staff-Extended <DL-eBay-CPO-Staff-Extended@ebay.com>; "DL-eBay-AlexG-Org" <DL-eBay-AlexG-Org@ebay.com>; "DL-eBay-BlairEthington-Org" <DL-eBay-BlairEthington-Org@ebay.com>; "DL-eBay-BuyerSuccess-Launch-Announcements"; DL-eBay-VITxNFlow-ALL@ebay.com; DL-eBay-NAServiceDesign@ebay.com; DL-eBay-Payments-All@ebay.com; DL-eBay-OrderManagement@ebay.com; DL-eBay-PPX-Galileo@ebay.com; DL-eBay-BGD-Native@ebay.com; DL-eBay-SX-Launch-Announcements; DL-eBay-SE-Extended <DL-eBay-SE-Extended@ebay.com>; dl-ebay-sdp@ebay.com; DL-eBay-Team-GivingWorks@ebay.com; <DL-eBay-Payments-Release-Announcement@ebay.com>; DL-eBay-payments-product <DL-eBay-payments-product@ebay.com>; DL-ebay-PaymentsEntityMgmt ; DL-eBay-team-Fermi <DL-eBay-team-Fermi@ebay.com>; DL-eBay-PPX-Jaguar <DL-eBay-PPX-Jaguar@ebay.com>; DL-eBay-Caffeine <DL-eBay-Caffeine@ebay.com; DL-eBay-PPX-Hubble <DL-eBay-PPX-Hubble@ebay.com>; DL-ebay-protections-pm <dl-ebay-trust-pm@ebay.com>; DL-eBay-Protections-Engg <DL-eBay-trust-eng@ebay.com>
--
Pats Pena (she/her)
Lead Product Manager, eBay for Charity I Buyer Experience Product I Global Impact
patpena@ebay.com I +1 (415) 816 3349
Please Note: If I am emailing after hours or on the weekend, it's because eBay allows me an awesome flexible schedule. Please do not respond until reasonable business hours in your timezone, unless of course I am shouting for help ;-)
PLATFORM
iOS, Android
*Worked with an outside agency to develop the product.
Refund at drop off-No incentive
Highlights:
- Added fee credit to the Accept page because it’s important info that was missing from the dispute workflow
- Made updates to the "Accept with Return " messaging to increase user confidence and trust in this process
What is the customer problem
Return refund process are slow (average 15 days) and frustrating due to complexity.
Buyer expects returns 24-48 hours of return, beyond 48 h is not acceptable for them- by Industry reports.
Consequently, refunds tie up customer funds, which prevent buyers from further purchasing replacement items.
What is the business problem and opportunity?
eBay processed $5.6B of buyer refunds in 2023, and only ~40% of refunded buyers purchased from eBay again - representing a lost GMV opportunity. Our internal research indicates a need to offer an alternative to speed up the time it currently takes for buyers to receive a refund after eBay has processed it (3-5 days)
How do we solve this problem?
Store credit (SC) is an option for buyers to get their funds faster with hassle-free when they apply for a refund for a post transaction issue (return, cancellations). A SC allows buyers to receive a refund sooner, while keeping their spent funds on eBay.
What does success look like? - What are our goals?
GMV and revenue
iGMV : $40-60M in 2025
Cost and offset
COP savings : $2.1-3.0M in 2025
What do you need from the room?
We need feedback on UX/ UI ideation for buyers..
Research Insights and Findings
Usability Testing - eBay account holders in US ~ 14 participants
Refund at Drop-off, No incentive
Refund at Return Creation, No incentive
Refund at Return Creation, With incentive
Survey - eBay enthusiasts US, CA, AU, & UK ~ 1500 participants
Purpose: To understand if there are significant differences in the level of interest in an account credit across buyers and situations
Overview: Have participants make real trade off decisions in certain refund situations to understand preferred choice
With large sample size, we wouldn’t have to worry about the complexity of having to recruit specifically nonP&A buyers or Gen Z, we would cast a wide net and slice the data accordingly upon analysis
Fast refund scenario with Store credit option
eBay balances
Usability Testing - eBay account holders in US ~ 14 participants
Refund at Drop-off, No incentive
Refund at Return Creation, No incentive
Refund at Return Creation, With incentive
Survey - eBay enthusiasts US, CA, AU, & UK ~ 1500 participants
Purpose: To understand if there are significant differences in the level of interest in an account credit across buyers and situations
Overview: Have participants make real trade off decisions in certain refund situations to understand preferred choice
With large sample size, we wouldn’t have to worry about the complexity of having to recruit specifically nonP&A buyers or Gen Z, we would cast a wide net and slice the data accordingly upon analysis
3 different types of ‘BALANCES’
These balances sound similar and serve similar functions at XO:
eBay balance
Known as Spendable funds in the US and eBay balance in the EU, these are available and processing funds derived from sales proceeds (aka stored value). Can be withdrawn or used for shopping.
Buyer balance*
A consolidated form of payment that will encompass stored value, store credit, gift cards, credit card points, coupons, etc. Can be used for shopping.
Account balance*
Funds derived from returns or cancellations when a buyer chooses a same-day refund. It’s possible these funds can also be accompanied by a timed coupon. Can only be used for shopping.
*The team is working with GCI to develop a distinct name.
Stored value
UK vs US terms for stored value
Includes available and processing funds
Does not include funds on hold
Buyer balance
Payment method that include funds from multiple sources:
eBay gift cards (H2 2024)
Store credit from returns (H2 2024), cancellations and seller-initiated cancellations
Stored value from sale proceeds (ebay balance/spendable funds)
Funds from various marketings and incentives on eBay
Funds from customer service use cases where buyers are issued vouchers for use on eBay as a result of their grievances
Funds from eBay cobrand CC points
Funds from loyalty NFTs
Account balance
Funds from same-day refunds that show up as a credit
Cannot be used for selling costs
Only available for trusted buyers
Can be paired with a coupon that expires
Refund balance could potentially expire if not used within a certain time {not confirmed yet}
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Account balance
Planned next steps for our project:
The Product teams are working to integrate the Account balance with a retail gift card balance.
The Gift Card team is developing functionality that will allow users to link their retail gift cards to their eBay account. This would give sellers an opportunity to also link their Account balance.
The goal is to allow buyers to combine their Account balance and gift card balance and use these funds seamlessly at checkout.
A quick refund method with Account balance option
“Happy path in return ” with 2 scenarios
Flow 1. The refund at item drop off
Scenario 1 : no incentive case - Fast refund process
Scenario 2 : with incentive case - (With $10) Bonus coupon
Flow 2 : The refund at return creation
Scenario 1 : no incentive case - Fast refund process
Scenario 2 : with incentive case - (With $10) Bonus coupon
What happens if the buyer doesn't drop off the item?
We need to establish callback functionality. To enable this, we have to work with the Payment team. If you have set up the terms or conditions file, ensure that the funds will be returned if we don't receive the item back.
Flow 3. The refund at post delivery
Scenario 1 : no incentive case - Fast refund process
Scenario 2 : with incentive case - (With $10) Bonus coupon
