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Seller News August 2011

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Streamlining after-sales emails

17 August 2011 update:
The order update email will start being sent from mid-September, not late August as previously announced.

From late August we’re rolling out the first of 2 automatically sent emails. We’ll start sending an order confirmation email to your buyers from late August, and from mid September an order update email will also be sent, keeping buyers better informed about their purchase and helping to save you time. The 2 emails are triggered automatically, in-line with good e-commerce practice.

If you currently use Selling Manager or Selling Manager Pro to send emails to buyers, consider switching them off if they are duplicates of those that eBay will be sending.

The new order confirmation and order update emails

Order confirmation email

This email will be sent to the buyer automatically when checkout is completed from late August.

It contains the following details:

  • Confirmation that they’ve successfully bought the item
  • Item details – item(s) bought, cost, payment details/status
  • Buyer’s and seller’s contact details

If the buyer pays using PayPal, they will still receive the PayPal sent payment confirmation email.

Order update email

The buyer will be sent the order update email when the seller marks an item as dispatched or adds tracking details from mid September.

It confirms:

  • The item is on its way and when the buyer is likely to receive it
  • Item details – item(s) bought, cost, payment details/status
  • Carrier details

What emails will eBay be sending to my buyers, and when?

The table below shows the order in which emails will be sent to your buyers in future. It also shows how they’re triggered and which can be customised.

  Email Customise Triggered
1 Winning bidder – auction-style listings only (existing) Yes Automatically when buyer wins auction / commits to buy an item
2 Order confirmation – NEW from late August Yes Automatically when buyer completes checkout
3 Purchase reminder - optional (existing) No Automatically – only if item is not paid for within 2 days. Sellers need to mark listings as paid to stop this email being sent to buyers if they receive payment outside of Paypal. You can choose not to send this email to buyers.
4 Order update – NEW from mid September Yes When the seller marks an item as dispatched or adds tracking information
5 Feedback reminder (existing) No Automatic if buyer hasn’t left Feedback approximately 21 days after the item has been marked as dispatched (sellers need to remember to mark items as dispatched)

Selling Manager/Selling Manager Pro emails

If you currently use Selling Manager or Selling Manager Pro to send emails to your buyers, you should consider switching these emails off as these may be duplicates of eBay sent emails eg. Payment confirmation, Dispatch notification and Feedback reminder

Take action
By when Action
Late August Review your Selling Manager and Selling Manager Pro emails and switch off any relating to order updates if necessary.
Mid September Review your Selling Manager and Selling Manager Pro emails and switch off any relating to order updates if necessary.
Now Review the Seller Checklist for an overview of the changes