Online marketplace eBay has announced new features and updates at OPEN25, its annual seller event.
The new features include artificial intelligence (AI) tools, messaging updates, cost tracking and more. It announced them at eBay OPEN25, which ran from Aug. 12 to 14 in Las Vegas and was the online marketplace’s first in-person seller event in five years.
“Every day, we’re focused on accelerating innovation, using AI to make selling smarter, faster, and more efficient, while keeping our community’s voice at the center of all that we do,” the marketplace said in a statement. “We’re leveraging the latest technology to enhance trust throughout our marketplace, connect the right buyers to our unique inventory, and create more personalized, inspirational shopping experiences for all.”
EBay ranks No. 6 in Digital Commerce 360’s Global Online Marketplaces Database. The database ranks the 100 largest such marketplaces by third-party gross merchandise value (GMV).
New technology unveiled at eBay OPEN25
Sellers have created more than 200 million listings using the online marketplace’s features, eBay said. As such, eBay said it is “continuing to invest in AI-driven capabilities that automate and personalize at scale.”
Among its key announcements were:
- AI assistant for messaging
- Offers in messaging
- Tracking cost
- Inventory mapping API
- Seller item not received (INR) protections
- Automated feedback
Messaging updates
The AI assistant for messaging can draft suggested replies to common buyer questions, eBay said. It answers questions about item specifics or shipping. To do so, it uses information sellers have already included in listing descriptions and order details.
But the assistant doesn’t send responses automatically. Sellers have to opt in to use the tool. They can review, edit or dismiss each of the assistant’s suggestions.
“That means no guesswork and no generic answers — just accurate, editable responses to help sellers save time without giving up control,” eBay said.
It said it’s rolling out the tool for eBay’s mobile app and website in the U.S. and U.K. by the end of August.
Also in messaging, buyers and sellers can negotiate offers directly within a conversation thread.
“That means sending, receiving, countering, and accepting offers without switching screens — all while tracking past offers and messages in one place,” eBay’s announcement stated.
It has rolled this feature out for the eBay mobile app and website in the U.S.
“This update will make price negotiation faster, easier, and more intuitive, helping sellers close more deals while delivering a seamless buying experience,” eBay added.
Inventory control
To help track inventory at the item level, eBay is introducing an optional “your cost” field in the listing flow “to input, update, and manage their costs with ease.”
It said sellers who buy inventory with resale in mind know the importance of tracking item-level costs when it comes to ensuring profitability.
“Once an item has resulted in a sale, sellers can also input and update their cost from the earnings page,” eBay’s release explained. “This results in smarter pricing decisions without needing a separate spreadsheet or tool. Sellers can update the cost data at any time. They can also use it to plan promotions, adjust ad rates, and more confidently price their inventory.”
The “your cost” feature will begin rolling out to U.S. sellers in the fall. “Your cost” will show under the “Seller Hub” single and bulk listing tools, order details page and in the “earnings” page under the Payments tab.
It will also roll out its inventory mapping API to U.S. sellers “in the coming weeks,” eBay said without specifying a date. It says the API makes it easier to manage large inventories “by bringing the time-saving magic of AI-powered listing to sellers who operate at scale.”
Additionally, eBay said the API generates “optimized titles, item specifics, descriptions and more” once sellers input images, product identifiers and catalog specifics.
Additional seller support
“A major pain point for our sellers happens when delivery delays lead to INR claims and unexpected refunds, only for the item to arrive days later,” eBay said.
Starting in October, it will introduce an improvement that it says will enhance trust and reduce friction from “premature” INR claims.
“If a seller ships on time with eBay labels and tracked shipping, and tracking shows the item as delivered after a refund is issued, eBay will reimburse the seller for the item cost and remove any negative or neutral feedback left as a result of delayed delivery,” it said. “This ensures sellers aren’t penalized for delays outside their control, and reinforces our commitment to standing behind sellers who do the right thing.”
Additionally, eBay will automate positive feedback for U.S. sellers. If the seller uses a tracked service, their item delivers on time, and buyers don’t report issues, eBay will automatically leave positive feedback if the buyer has not already done so.
“It’s a simple way to ensure sellers’ reliability and professionalism are reflected publicly, even when buyers stay quiet,” eBay said.
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