EMPOWERMENT OF CONSUMERS - OECD · 2016-03-29 · Education: Dialogue with Consumer organisations...
Transcript of EMPOWERMENT OF CONSUMERS - OECD · 2016-03-29 · Education: Dialogue with Consumer organisations...
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EMPOWERMENT OF CONSUMERS
Marjolein RAES,
Head of Public Affairs, eBay Europe/SENEParis - April, 1, 2009
Presentation OECD/ICPEN Joint Meeting on E-Commerce
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eBay Inc. confidential2
eBay in the World
• 276 million Members on eBay, in 39 marketplaces
• 112,3 million live listings permanently, 6 million new listings every day
• More than 50 000 categories
• 1,3 million people make a living totally or partly from eBay
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eBay Inc. confidential3
What is eBay?
• NOT an electronic retailer
• NOT an online auctioneer or auction house
• NOT just second hand goods
eBay is the World’s Leading
Online Marketplace
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eBay’s Business Model - How Does eBay work?
• eBay is a marketplace –practically anything can be bought and sold, as long as it’s legal
• eBay not involved in the actual transaction between the buyer and seller
• eBay has detailed rules but never creates, edits, or approves user content
• Items sold pass from seller directly to buyer without eBay’s involvement
• eBay earns revenue from listing fees and commission on final sale value
Buyer
Seller
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Internet and Consumers
Internet & eBay empower consumers by:
• increasing choice in terms of the wide selection of goods available in over
50,000 categories;
• enabling them to shop in a way that is often more convenient to them;
• providing detailed information about the reputation of the seller through its
unique Feedback Forum and Detailed Seller Ratings;
• making the comparison of price and services easier for the consumer through
greater price transparency;
• making inefficient markets more efficient, in many cases reducing prices; and
• by empowering SMEs to access global markets and compete with larger, more
established companies and traditional ‘bricks and mortar’ businesses.
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Average Price Savings – France, Germany & UK
Average price savings per category from buying on eBay
21%22%
20%
48%
32%
11%
15%
8%
25%
2%
22%
31%
0%
10%
20%
30%
40%
50%
60%
Cons.
Electronic -
Video
Cons.
Electronic -
Audio
Photo Telecoms Computers Domestic
Appliances
Video
Games
DVD &
Movies
Books Music Sporting
goods
Clothing
and
accessories
Product category
Ave
rag
e p
rice
dif
fere
nce
Average across all
categories (17%)
Source: Economic Study by Frontier Economics, June 2008 using Frontier Analysis, eBay & Harris Data
Average price savings on
new products across FR,
DE and UK = 17%
Average savings from
buying on eBay.co.uk
compared to various
offline sources = 25%
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Old vs New Market
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Feedback and Detailed Seller Ratings
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Changes to Feedback
• To protect buyers from retaliatory feedback and give them the
confidence to leave honest feedback, sellers will no longer be able to
leave negative or neutral Feedback for buyers.
• We will remove negative and neutral Feedback left by members who
are suspended or who don’t respond to the Unpaid Item Process
(UPI).
• Also introduced new method for buyers to withdraw negative
feedback, if for example it was left by mistake or the seller has ‘made
good’ on the transaction.
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Demoting Poor Sellers in Search
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Detection: ‘Report This Item’ Functionality
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Education: Safety Centre
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Education: Consumer Rights Hub Page
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Education: Consumer Rights Page
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Education: Dialogue with Consumer organisations
• For example in France: 10 consumer organisations accepted the dialogue.
• Subjects for discussion:
- Education consumer organisations
- Improve the communication with our users
- Fraud and security of transactions
• Reach out to BEUC: consumer empowerment.
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Education: Rules and Policies
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Education: Policies
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Education: Advising Business on Legal Obligations
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Business Registration
• High volume sellers are now required to trade from a business account. The
threshold is based on both monthly GMV AND the number of items sold
monthly over the past three months.
• Business sellers are required to:
– Display their business name and address details.
– Accept cancellations for all applicable Fixed Price type items according
to the legal minimum standard (7 days from receipt).
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Enforcement: Who We Work With
• Law Enforcement Relationship Management Programme
• Training Law Enforcement:
– Objectives to share with Law Enforcement our knowledge & experience in effective online investigations
• Supporting Law Enforcement:
– Fraud Investigation Team in Dublin
– Sharing Data (governed by Data Protection Act)
– Providing witness statements and court appearances
UK
• UK Local / Regional Police Departments
• National Security Services (MI5)
• The National Crime Squad (NCS)
• SOCA E-Crime
• UK Intellectual Property Office
• Trading Standards
• Scotland Yard Computer Crime Bureau
• HMRC
International
• United States Secret Service
• FBI / US Department of Justice
• International Law Enforcement (Interpol)
• French Ministry of Interior
• French Customs
• Japanese Metropolitan Police
• Chinese Public Security Bureau
• Hong Kong Police Technology Crime
• Australian High Tech Crime Centre
In 2008, eBay trained 4,200 law enforcement officials and assisted in over
71,000 investigations and in the arrest or conviction of over 505 individuals