Let’s talk about Versand bei eBay – Der eBay Top-Service
A smooth shipping experience can boost sales – successful sellers know that. But how do my buyers become aware that I can offer this as a seller? On eBay.de there are so-called “signals” that point this out. These labels make it immediately clear which offers buyers can expect particularly good service from.
In our third episode of our podcast series all about shipping at eBay, that is exactly what it’s about. Our colleagues Lonneke Cyriacks and Steven Marks explain what our new signal “eBay Top Service” is all about and how you can benefit from it. They also talk about changes to the “eBay Plus program” and the “eBay Guarantee”.
On February 21, 2024, you’ll learn more about this topic and many other updates at eBay in the Seller News.
We hope you enjoy listening and wish you every success selling!
Current note: We are saying goodbye to our long-time host David Philippe and wishing him all the best.
**Important links**
- Shipping on eBay
- eBay Seller Portal
- More information on the eBay Plus program
- eBay Community
- eBay for Business on Facebook
Mentioned podcast episodes:
- Podcast episode about shipping solutions on eBay
- Podcast episode about shipping basics on eBay
- Podcast episode about selling LEGO with the Held der Steine
** Chapter markers **
- [00:02:42] to [00:04:11] - What is the Delivery Experience?
- [00:04:11] to [00:12:27] - Signals on eBay: What is changing?
- [00:12:27] to [00:15:37] - News about “eBay Top Service”.
- [00:15:37] to [00:15:57] - When will “eBay Top Service” be available?
- [00:15:57] to [00:25:16] - What will happen to “eBay Plus”?
- [00:25:16] to [00:28:23] - What changes for buyers?
Isabell: That good service is good for business is something everyone who sells online is aware of. But good service doesn’t just include great products, secure payment options, and good customer service; of course, shipping is part of it too, and ideally that should be fast and straightforward. So that buyers can immediately recognize the quality of your service, eBay will introduce a so-called signal, the eBay Top Service. In this episode, we’re talking about what requirements must be met so that this signal is displayed on your listings and how it will affect visibility. There are also some changes to eBay Plus. What exactly they are and how you can benefit from them: you’ll hear now.
Lonneke: The loyalty program stays, and the name “eBay Plus” stays. We just want to clearly separate it, remove the “eBay Guarantee,” and instead introduce a combined, easier-to-understand signal that will make it easier for all customers to find items with the best standards.
Steven: And we’ll call that “eBay Top Service.”
Lonneke: We’ll call that “eBay Top Service,” exactly!
David: Welcome to “All top. Happy to come back!”, the eBay podcast about commerce and e-commerce. I’m David, and with me in the studio is my colleague Isabell.
Isabell: This is already the third episode in the four-part series on the topic of Delivery Experience at eBay. So here’s a quick recap of what we’ve already discussed. In the first episode, we had Steven Marks as our guest and talked together about the basics of shipping, and Steven is back with us again today. We also talked about what buyers expect when it comes to shipping and returns, and how shipping options can affect the visibility of listings on eBay. And in the second episode, we had logistics expert Doreen Ewald as our guest, and with her we talked about eBay shipping solutions. You can find the links to the first two episodes again in the show notes.
David: Yes, and today we want to take a close look at what else eBay offers to ideally support you with shipping and also strengthen the visibility of your business. There are a variety of programs and signals for that, such as eBay Plus and, very soon, the brand-new signal “eBay Top Service.” And our guests today know what advantages these bring for you and what requirements you need to meet. Steven Marks is Director Delivery Experience at eBay Germany and deals every day with everything related to shipping at eBay. And our second guest is Lonneke Cyriacks, Senior Project Manager Delivery Experience at eBay, and for anyone who can’t quite picture that, she is a product expert and optimizes the user experience in the shipping area. Hello to you both!
Lonneke: Hello!
Steven: Good morning! Thanks for having us again.
David: Then let’s get started right away. Steven, for those who maybe haven’t heard our last episodes about shipping topics: can you briefly explain what we mean by Delivery Experience at eBay?
Steven: Yes, in German it would of course first be the shipping experience, and on eBay there are always two sides, the buyer and the seller. For sellers, that can be programs, as was already mentioned, especially in the intro, things like eBay Fulfillment or maybe pre-negotiated rates when it comes to shipping labels, where we support commercial sellers, but also private sellers, with logistics solutions, of course also things like the listing process on eBay. When I list an item, there is always a part that deals with shipping. Of course, for sellers, the question is always how can I increase revenue through shipping. We’ll definitely talk about that today too, and seller protection is also not irrelevant on eBay. Tracking is important in order to say, hey, I really shipped it, and if something goes wrong, I’m protected as a seller. Tracking is also important for buyers. So that’s basically the other side, everything around Delivery Experience. Buyers then of course find good information. Where is my item right now? That’s exactly what tracking is for. When is the expected delivery date? Do I have free shipping here, maybe a shipping discount? So these are all topics around the delivery experience, whether it’s the buyer or seller side, and of course we also work very closely with shipping providers, such as DHL, Hermes and others, who are of course very important players in this area. So all of that is delivery experience.
David: A broad field, as you can see. We’ve already used the term or this concept of “signal” several times at the beginning. Very briefly, what are these so-called buyer or shipping signals on eBay? What should we imagine by that?
Steven: Quite simply, when I’m in search, for example… if you look… I’m searching for an iPhone now, for example, or something else, or an Android. Then I need to understand when the item will actually arrive, when can I expect it? Maybe I want it by the weekend, and so, for example, a delivery date would be a signal, a relatively simple signal, or free shipping is shown in search and also on the item, and then there are things where we combine the two. Ideally, of course, I have an item that is free and fast. We then call that, for example, free three-day delivery, which is a green, relatively visible signal, and it also gets clicked a lot by customers. So if I, as a seller, have the option to offer both free and fast shipping, then I should use it, because I can also get more visibility that way, for example. It’s already a combined shipping signal, um, of course it’s always important not just for outgoing shipping, but also for return shipping. Especially in Germany, customers actually like to buy where they can also return items very easily and, ideally, free of charge. We show that too, of course. It’s also a signal that can be seen consistently in search, but also on the item, for example, as a buyer, and then there are the things where you can say there are so many signals or so many different things that play into shipping. Sometimes we also try to create combined signals, where customers basically... it’s a “worry-free package,” that could be for example… eBay Guarantee, some may know it, where there’s: good seller, reliable shipping, and so on. eBay Plus is also a signal again. So you can already tell just from how long I’m talking about it how many signals we actually have, and that’s exactly what we want to talk about today: maybe tidy things up a bit and simplify things a little for buyers, but also for sellers in the future with our new Top Service signal, as already mentioned.
Isabell: Exactly, Lonneke, maybe you can briefly explain what exactly eBay Plus and eBay Guarantee are. Steven just mentioned that in passing.
Lonneke: Yes, sure, exactly. Steven already mentioned that we have signals that highlight individual aspects of shipping, and then the combined signals, and one of them is eBay Plus, which, to make it a little more complex, is used both as a pure buyer signal, to label items that meet certain better delivery and service criteria. On the other hand, we also use the same signal or the same name for our loyalty program, where buyers benefit for €19.90 per year from free returns, Plus points, and exclusive Plus deals. Exactly, and on the other hand we also have eBay Guarantee, also as a pure buyer signal, which works very similarly to eBay Plus when we use it as a buyer signal, and labels items with better standards, delivery conditions, and seller standards. And both basically have the same goal: to enable buyers to find items with better standards or conditions easily and quickly. And that is probably a special feature on eBay, on our marketplace, that we have such a broad spectrum and buyers often have to compare each individual listing when searching. And that is exactly why we have these combined delivery signals, to make it easier for buyers when searching.
Isabell: So definitely a lot of different signals that we offer there.
Lonneke: That’s right, yes.
Isabell: So what exactly is changing now?
Lonneke: Exactly, exactly. We’ve heard there are many different signals. They basically work too. And especially the combination with the loyalty program we have means that many buyers assume they have to be a member to benefit from the certain advantages. And we’d like to resolve that and tidy it up at the same time. That’s why we’ve decided to remove eBay Plus wherever we use it as a pure buyer signal for better delivery conditions.
Isabell: But just remove the signal?
Lonneke: Exactly right. The loyalty program stays, and the name eBay Plus stays. We just want to clearly separate it, and at the same time we’ll also remove eBay Guarantee, because it overlaps largely with the criteria, and thus tidy up and create more simplicity, and instead introduce a combined, easier-to-understand signal that will then make it easier for all customers to find items with the best standards.
Steven: And we’ll call that eBay Top Service.
Lonneke: We’ll call that eBay Top Service. Exactly — we also conducted studies on this. We didn’t just make it up. We did a lot of research here and spoke with many customers. And yes, eBay Top Service is the name that resonates best. It packages all the criteria best — it’s not just about delivery, it’s not just about returns, but rather a whole spectrum of delivery and service conditions.
Isabell: So that means eBay Top Service is now being introduced as a new comprehensive signal. eBay Plus is only dropping as a signal, and eBay Guarantee is also dropping and is basically being replaced by Top Service.
Lonneke: Exactly right, that’s a good summary.
Steven: I’d like to add that, maybe as a Plus member, I’ll still recognize where I can expect special benefits or advantages. That means here and there I’ll still see an eBay Plus logo, for example on the item, when I say, “oh, free return, do I get that here,” then yes, but this very prominent visibility in search that we currently have will become a bit subtler and move more into the background. Also, for example, this filter. In the app you currently see eBay Plus quite prominently. We’ll remove that too, because in principle the items themselves will no longer be Plus items, but rather, hey, they’ll come with eBay Top Service, which is for everyone, as we’ve already said. And still, as a member, I of course need to be able to recognize where I have advantages.
David: So basically, a little less complexity, creating clarity, so not one term for two different things. And will the filtering option for eBay Top Service eventually come too, or is that not…
Steven: A very good question, which we may answer elsewhere sometime.
David: Okay, first introduce Top Service and then… I see, I see. Now we’ve already mentioned quite a few consumer- uh shipping signals for buyers, yes, and explained that they’re important to increase visibility and thus, from a seller perspective, potentially improve sales. If I now… We’ve had a lot, if I now say, okay, what should I maybe focus on first as a seller, because I might initially be overwhelmed by the number of signals?
Steven: Exactly. I think that’s a good point. Of course there are all these signals. I think if you simplified it from a seller’s perspective, if you focus on reliability being right, on shipping speed meeting the standards. I can look around in my market segment, where I operate. Maybe in fashion, in the clothing sector, it’s a little different than with electronic items, so I’ll see what my competitors are doing. Then I can pretty well assess whether I should perhaps also offer free shipping or not, in order to make sure that either… I stand out and differentiate myself from others, or at least don’t fall behind, in terms of costs, time, and reliability, and how we then pin the signals onto that and what they look like, we handle that through studies, and Lonneke said, well, you said we spoke with customers. So the process is a very exciting one. Thousands of customers are surveyed in such studies, and then again a selected set of customers: you talk to them face-to-face again, and they go through these flows and click through them. So we didn’t just take that lightly.
David: Yes, so not just randomly. Yes, come on, you get…
Steven: Exactly how many names were floating around, so to speak, and then we landed on the one that really clicks best and where people say, oh, I like that. Still, it does require explanation, because Top Service at first glance… we’ll probably talk about the criteria in a moment. There’s a lot behind it. But the idea is precisely that, as a buyer, I don’t have to deal so much with the details, and on the seller side we’ll explain that today. But once I’ve understood it: cost, time, reliability, then I basically get more sales too.
Isabell: Okay, so we’ve learned now. The new eBay Top Service signal stands for time, cost, reliability. But Lonneke, what does that mean exactly now?
Lonneke: Exactly, these are basically the main benefits we want to highlight for buyers: fast, free, and reliable delivery, plus 30 days, easy returns, and that the items are sold by proven sellers, meaning trusted traders. And how it all works is that the signal is applied at item level. So it could absolutely be that a seller would see some of their inventory with the new Top Service and others not. That then depends on which criteria each item meets.
Isabell: That makes sense too.
Lonneke: Exactly, and the criteria themselves are actually only slightly different from the current eBay Plus criteria. For anyone familiar with them: as with the new Top Service now, it’s about fast delivery, which concerns both handling time and delivery time, free shipping, as well as 30-day returns. What may be different is the return process itself, namely we plan to enable easy returns for the new signal, and that means using the process or procedure directly on eBay, namely our new returns process.
Steven: Exactly, what isn’t necessary is a free return.
Lonneke: Exactly!
Steven: Free returns — here we say: the seller decides that too; again, look at your market segment and see what the standard is here. In principle: if I don’t know anything, then free returns are probably better. But as I said, always check what others are doing.
Isabell: And is the service status of sellers decisive?
Lonneke: The service status is also a criterion. Just as is currently the case with “eBay Plus,” all sellers with the service status “above average” and sellers with top ratings will be considered.
David: Can I imagine it like this? If I’m already an eBay Plus seller, then I’m very likely to also get the eBay Top Service signal?
Lonneke: That’s correct. So currently…
David: So for everyone who is on eBay Plus….
Lonneke: Exactly, exactly. As I said, there are small changes, such as how the return process is handled. That also affects the return address. It has to be in Germany. However, we assume that most sellers who currently have eBay Plus inventory will also continue to see the eBay Top Service badge on their listings. Another difference is the awarding of this signal. Currently it’s relatively complex. We require sellers to opt in, meaning they really have to actively sign up for it on eBay.
Steven: For eBay Plus — that’s very complicated sometimes.
Lonneke: Exactly, and that will go away with the new eBay Top Service, which we will, just like eBay Guarantee, award automatically to all items that are eligible, that meet the criteria.
David: So for everyone who is already an eBay Plus seller, relax, you don’t have to change much. Everything will be adjusted automatically, and for all other sellers who might qualify, they don’t have to actively opt in either, but will automatically get it for the items where it fits.
Lonneke: Exactly right.
Isabell: Lonneke, the new eBay Top Service signal. When exactly is it supposed to be introduced?
Lonneke: Exactly, we’re actually planning the launch within the first half of the year, and that includes the complete transition, meaning removing “eBay Plus,” removing “eBay Guarantee,” and then at the same time adding the new eBay Top Service.
David: What exact benefits does this eBay Top Service signal now bring for all those sellers who maybe haven’t “opted in” to eBay Plus yet or weren’t really involved yet?
Lonneke: So, we’ve talked a lot from the buyer side now. We’re talking about a buyer signal, and Steven already mentioned at the beginning that our goal is to make it easier for buyers to search for items with the best standards. Conversely, that naturally means increased sales figures for sellers. We know that these are the criteria that are important and relevant to the majority of our buyers. They demand this in various studies: that we make it easier to search for this inventory. The misunderstandings with the previous eBay Plus signal…
David: …are cleared out of the way.
Lonneke: Exactly right. We’re tidying things up, and with that we should further optimize and ultimately increase sales for sellers.
Steven: Maybe to add to that. I think this simplification for sellers is also important, and sellers, as you mentioned. It’s also not the case that the bar is infinitely high for Top Service. It’s good, of course, but we can already see, based on the data, that many sellers will automatically qualify, because the bar isn’t extremely exorbitant, but rather what customers would normally expect in the market. So it’s not that you suddenly need to offer same-day shipping or something like that, although we’ll talk about the details again in a moment.
David: So just again, to put it briefly… If I understand this correctly: simply a higher probability that my items will be seen in search and also clicked on in search, because the signal says if you buy this one instead of the two below it or whatever, you get this and that included.
Lonneke: Exactly: increased visibility in search and thus also more clicks and sales.
Steven: And just to add: one thing is what we basically pin onto the item, this logo, but of course the search behind it is also crucial in what is shown at all. So search will of course take into account where there are good selling experiences or shipping, and it does that today already, and it will still do that tomorrow, and the criteria are not new either. So that’s the point there. Yes, if I’m reliable and deliver quickly and free of charge, plus the other criteria, then both the search and of course this signal reward that.
Isabell: Let’s say I’m a seller with top ratings: what exactly must my item meet so that this signal is displayed?
Lonneke: Beyond the service status, there are further account-level criteria: first, the seller type, meaning you must be a commercial seller; the return address and also the item location must be in Germany; and the return process must be handled on eBay. Then we move to the item level, and exactly as I mentioned at the beginning, the main benefits for buyers are, on the one hand, free, fast, and reliable delivery, which is ensured by a handling time of up to one day and additionally up to three days delivery time, including handling time, meaning the maximum delivery time is three days. Shipping costs free. We want to make sure there is free delivery for customers, and reliable delivery, and we ensure that through tracking. So we expect sellers to upload tracking numbers for items valued at €10 or more.
David: Okay.
Steven: That’s very similar to how it was with Plus back then, and one detail just caught my attention: Isabell, in your opening question you said, if I’m a seller with top ratings, what else do I have to do? And of course they’re definitely included. But it’s enough for us if you’re above average, so you don’t even need to be top service; the hurdle here isn’t infinitely high either, and above-average seller status is enough too.
Isabell: Very good.
David: So that means if I’m already an above-average seller, I just need to make sure: okay, maximum one day handling time, maximum three days shipping time in total, including handling time, and then the probability is very high that if I already have everything in place at account level, the item will also get eBay Top Service.
Lonneke: Exactly, so fast delivery means maximum three days; free delivery; tracking from an item value of €10; a return period of 30 days. The return does not have to be free, but it should be accepted for 30 days. The item location should be in Germany, and the format should include a Buy It Now option. It can also be Buy It Now and an auction or Buy It Now…
David: But auction only doesn’t work.
Lonneke: Auction only would not be eligible, exactly.
Isabell: So the benefits for sellers are actually clear. I benefit from visibility, and from the buyer’s perspective I can very quickly see where good service is being offered to me. Are there any other benefits beyond that for buyers?
Lonneke: Yes, those are the main benefits, actually, that’s also what we keep hearing is demanded, especially on eBay. And the same is repeatedly said in comparable online shops, for example where each item or where shipping conditions are standardized, that kind of thing isn’t necessary in the same way because every item offers the same delivery time. There’s a standardized returns process, returns period, etc. That’s not the case on our marketplace, and that’s exactly why buyers keep asking for this, to make searching for it easier, and that’s really what we hope this signal will do.
Steven: And maybe, although we’ve already touched on it, I don’t have to press any extra buttons as a seller to get this signal. I just need to say that the service is right, and then I automatically get the increased visibility.
David: We’ve already talked about it several times: eBay Plus was both this signal, hey, free, faster shipping, but also the eBay Plus program. Now it’s no longer going to be used as the signal, but the eBay Plus program is still there. Can you briefly explain what this program is about? So what’s behind it for those who maybe don’t know it yet?
Steven: Yes, so loyalty programs — first a German word for it. Loyalty would be the English term. So if I say that in the future, I mean a loyalty program, and for €19.90, it’s an offer to our buyers that they get free return shipping for anything that is in Germany…
David: Just briefly: €19.90 a year though?
Steven: Per year, very good point, free return shipping for anything that is shipped from Germany and also sent back from there, so for a large share of what buyers purchase from us. There are points, so every time I buy something, I basically get a 1% cashback — so if I spend €100, I get points worth one euro, namely 100 points, which I can then use again on my next purchase to basically get a direct discount.
David: Maybe I do that very often...
Steven: Yes, I’ve collected quite a few points too, exactly, um, and I can then redeem them just like a coupon, like these vouchers, at checkout. And deals — especially there are always some exciting ones on our WOW Deals page, but now also significantly, significantly more, made available exclusively for Plus customers. Yes, and what does the program do then? From a seller’s perspective. We see that the buyers who are in the program buy significantly more. That’s kind of the effect. I’ve paid €19.90 here: of course I have this service, and that’s why I want in. But once I’m in, I also use the thing, and that’s basically exactly the mechanism that leads customers to buy more.
Isabell: So let’s say, as a buyer, I’m now part of “eBay Plus.” So I participate. Then eBay would, in that case, if I buy an item with “eBay Top Service” and shipping and return shipping aren’t free, eBay would cover the return shipping costs. Is that right?
Lonneke: Exactly, that’s how it works, yes.
Steven: Yes, and that’s also nice for sellers. I don’t have to… in that case, if I have an item and I say, as I said, in my market environment free returns may not be necessary or common, then we at eBay step in and basically give the member of “eBay Plus,” but also the seller in a way, a free return, and that then promotes sales again from the seller’s perspective.
Isabell: Now “eBay Plus” is often associated with free premium shipping as well. Is that changing now?
Steven: That’s right, it is changing. Basically, “Top Service” is the new signal, and we also saw that as of today, when a seller offers “eBay Plus” with premium shipping, they basically offer shipping for all customers. So basically you could say our sellers have become so good by now that they actually offer good shipping broadly, and we clearly reflect that with the signal, so we will actually also remove the premium shipping promise from “eBay Plus” in marketing.
Isabell: What exactly does premium shipping mean?
Steven: Back then we said we started with same-day shipping, but many people ran into problems in the end. That was then expanded to one day handling time and fast service, exactly what we just discussed with Top Service, and at that point we’re already relatively close to the standard of what basically counts as premium shipping. That means, honestly, we’re removing it from “eBay Plus,” but putting the focus on free returns, deals, and then points, and maybe we’ll think of a few other ways to increase the value of the program. Because of course, as a customer, if I pay €19.90, I still have a certain expectation of the benefit.
David: And what changes for buyers?
Steven: Exactly, what we’ve really stepped up are the deals. We see that customers really like exclusive deals, and we’ve expanded that massively. So today, as it stands, if you go to the page, we offer around 20,000 deals at any time, only for eBay Plus customers. These are items selected by us. So again, the seller doesn’t have to worry about anything. These are items that already have a great price in the market. We actually use external sources and check what is really market-... has a good price, and then we give Plus customers an additional 10 percent discount on top, also completely funded by eBay, essentially from the membership fees in the end, but that’s basically a very expanded deals proposition or deals offer that we’ll continue to expand in the future, because it already worked brilliantly during the holiday season.
Isabell: And where can I find these deals as a buyer?
Steven: Yes, in several places. On the WOW Deals page there’s always a separate section where we show a few hand-picked products, but also then events or sales promotions behind that, where these tens of thousands of products are also included. And of course, when I’m in search in the normal way, where most customers go to look at their items, then I want to see at item level, oh, here there’s a coupon for me as a Plus customer with an extra 10 percent discount.
David: The surprise when you click on it.
Steven: Yes, it should definitely drive sales if I can get it for another 10 percent, somehow cheaper. We’ve talked a lot about buyers. But we also see that sellers, especially private sellers, are a very attractive group when it comes to shopping too, because the customers who sell with us privately are usually very active buyers too, and we thought we also want to make the “eBay Plus program” attractive for exactly this customer segment, which is so important to us and, in the end, also important for sellers because they buy so much from us. So Plus should become interesting for private sellers too in the future.
David: Interesting! You just said it should become more interesting for private sellers: what should I imagine by that? In what way more interesting?
Steven: We’re still in the early phase, but here too we want to use points as a tool so that, for example, when I, as a private seller, have sold my old iPhone again because I want to buy a new one, then we will — or then we’re considering whether to give the seller a few points for that when they say, I successfully sold something on eBay. Here you have a few points, and then I can use those points again when shopping, so again basically a lever that in the end should once more lead to the seller benefiting, because we want to reward selling with points.
David: So if I’m an eBay Plus member and sell privately, I can additionally collect points that I can then use again when buying...
Steven: Yes, exactly, and that’s actually the strength of eBay, because we have these private customers with us who sell. I know that for sellers, that part wasn’t received quite so well, made free, hey, but we do it because we want to keep these customers tied to eBay, and we know they also buy a hell of a lot. And with eBay Plus we can get them to buy even more. And as I said, at that point it’s also very, very good for sellers that we have these customers with us, and that’s what eBay is all about too.
David: At this point, as always, we also have a question for our listeners. Have you already had experience with “eBay Plus,” or what do you think of the planned “eBay Top Service” as a signal? Feel free to tell us more in our eBay Community or of course on our Facebook page “eBay for Business Deutschland.” Otherwise, don’t forget to subscribe to the podcast. You’re also welcome to subscribe to our YouTube channel, and then you’ll always stay up to date.
Isabell: Yes, and that means we’ve actually reached the end of the episode. At this point, thank you very much for all the insights into the topic of shipping signals and programs. Finally, there’s still one question — Steven, you already know it. We always ask our guests at the end of each episode what they last bought on eBay. Steven, maybe you’d like to start, since you already know the question.
Steven: Hmm, and of course I prepared for that: very recently. My wife is a doctor and is currently doing additional training for that, and she now needs a laptop for it, her own really now — until now she’s always used my private laptop — and on Friday at two o’clock we actually found a beautiful, beautiful object of desire on eBay, and it was there on Saturday. So it was really a totally surprisingly positive experience, actually ordered after 2 p.m., and it arrived Saturday.
David: You ordered Friday afternoon, and the thing arrived on Saturday?
Steven: Yes, it was there on Saturday.
David: Was it the neighbor who brought it over?
Steven: No, it came from Erfurt to Berlin.
David: So not directly next door…
Steven: Of course not super far away, but I was really happy. My wife too, she could get started right away, had all her study materials and could start using the laptop immediately.
David: That’s Top Service.
Steven: That was definitely Top Service, and now I’m advertising it too. So please shop on eBay, and you’ll sometimes have good shipping experiences too.
David: Very good! Lonneke, what about you? What did you last buy?
Lonneke: For me it was actually a tiny little replacement part for a super old Playmobil pirate ship that I bought for my son, so the replacement part, not the pirate ship. It’s actually, as I said, over 30 years old, from my brother, from childhood, and it’s really amazing what you can find on eBay and every tiny little screw and hook and whatever else there is. I thought that was pretty cool. So now it’s complete again, and I think I’m happier about it than he is.
David: But… but especially when it comes to toys and stuff, there’s an incredible scene on eBay for what you can find there. I got, for example, for my daughter those… LEGO in this case then, little replacement parts and such. It really works well. Very, very nice! Yes, then many, many thanks to both of you for your helpful info, Lonneke and Steven, and I’m glad we’ll continue this series, and who knows when we’ll have you back here next time, and of course to all of you out there. Thank you so, so much for being here and until next time!
Steven: Bye, thanks to you too!.
Lonneke: Thanks very much for the invitation. Bye!
Lonneke: The loyalty program stays, and the name “eBay Plus” stays. We just want to clearly separate it, remove the “eBay Guarantee,” and instead introduce a combined, easier-to-understand signal that will make it easier for all customers to find items with the best standards.
Steven: And we’ll call that “eBay Top Service.”
Lonneke: We’ll call that “eBay Top Service,” exactly!
David: Welcome to “All top. Happy to come back!”, the eBay podcast about commerce and e-commerce. I’m David, and with me in the studio is my colleague Isabell.
Isabell: This is already the third episode in the four-part series on the topic of Delivery Experience at eBay. So here’s a quick recap of what we’ve already discussed. In the first episode, we had Steven Marks as our guest and talked together about the basics of shipping, and Steven is back with us again today. We also talked about what buyers expect when it comes to shipping and returns, and how shipping options can affect the visibility of listings on eBay. And in the second episode, we had logistics expert Doreen Ewald as our guest, and with her we talked about eBay shipping solutions. You can find the links to the first two episodes again in the show notes.
David: Yes, and today we want to take a close look at what else eBay offers to ideally support you with shipping and also strengthen the visibility of your business. There are a variety of programs and signals for that, such as eBay Plus and, very soon, the brand-new signal “eBay Top Service.” And our guests today know what advantages these bring for you and what requirements you need to meet. Steven Marks is Director Delivery Experience at eBay Germany and deals every day with everything related to shipping at eBay. And our second guest is Lonneke Cyriacks, Senior Project Manager Delivery Experience at eBay, and for anyone who can’t quite picture that, she is a product expert and optimizes the user experience in the shipping area. Hello to you both!
Lonneke: Hello!
Steven: Good morning! Thanks for having us again.
David: Then let’s get started right away. Steven, for those who maybe haven’t heard our last episodes about shipping topics: can you briefly explain what we mean by Delivery Experience at eBay?
Steven: Yes, in German it would of course first be the shipping experience, and on eBay there are always two sides, the buyer and the seller. For sellers, that can be programs, as was already mentioned, especially in the intro, things like eBay Fulfillment or maybe pre-negotiated rates when it comes to shipping labels, where we support commercial sellers, but also private sellers, with logistics solutions, of course also things like the listing process on eBay. When I list an item, there is always a part that deals with shipping. Of course, for sellers, the question is always how can I increase revenue through shipping. We’ll definitely talk about that today too, and seller protection is also not irrelevant on eBay. Tracking is important in order to say, hey, I really shipped it, and if something goes wrong, I’m protected as a seller. Tracking is also important for buyers. So that’s basically the other side, everything around Delivery Experience. Buyers then of course find good information. Where is my item right now? That’s exactly what tracking is for. When is the expected delivery date? Do I have free shipping here, maybe a shipping discount? So these are all topics around the delivery experience, whether it’s the buyer or seller side, and of course we also work very closely with shipping providers, such as DHL, Hermes and others, who are of course very important players in this area. So all of that is delivery experience.
David: A broad field, as you can see. We’ve already used the term or this concept of “signal” several times at the beginning. Very briefly, what are these so-called buyer or shipping signals on eBay? What should we imagine by that?
Steven: Quite simply, when I’m in search, for example… if you look… I’m searching for an iPhone now, for example, or something else, or an Android. Then I need to understand when the item will actually arrive, when can I expect it? Maybe I want it by the weekend, and so, for example, a delivery date would be a signal, a relatively simple signal, or free shipping is shown in search and also on the item, and then there are things where we combine the two. Ideally, of course, I have an item that is free and fast. We then call that, for example, free three-day delivery, which is a green, relatively visible signal, and it also gets clicked a lot by customers. So if I, as a seller, have the option to offer both free and fast shipping, then I should use it, because I can also get more visibility that way, for example. It’s already a combined shipping signal, um, of course it’s always important not just for outgoing shipping, but also for return shipping. Especially in Germany, customers actually like to buy where they can also return items very easily and, ideally, free of charge. We show that too, of course. It’s also a signal that can be seen consistently in search, but also on the item, for example, as a buyer, and then there are the things where you can say there are so many signals or so many different things that play into shipping. Sometimes we also try to create combined signals, where customers basically... it’s a “worry-free package,” that could be for example… eBay Guarantee, some may know it, where there’s: good seller, reliable shipping, and so on. eBay Plus is also a signal again. So you can already tell just from how long I’m talking about it how many signals we actually have, and that’s exactly what we want to talk about today: maybe tidy things up a bit and simplify things a little for buyers, but also for sellers in the future with our new Top Service signal, as already mentioned.
Isabell: Exactly, Lonneke, maybe you can briefly explain what exactly eBay Plus and eBay Guarantee are. Steven just mentioned that in passing.
Lonneke: Yes, sure, exactly. Steven already mentioned that we have signals that highlight individual aspects of shipping, and then the combined signals, and one of them is eBay Plus, which, to make it a little more complex, is used both as a pure buyer signal, to label items that meet certain better delivery and service criteria. On the other hand, we also use the same signal or the same name for our loyalty program, where buyers benefit for €19.90 per year from free returns, Plus points, and exclusive Plus deals. Exactly, and on the other hand we also have eBay Guarantee, also as a pure buyer signal, which works very similarly to eBay Plus when we use it as a buyer signal, and labels items with better standards, delivery conditions, and seller standards. And both basically have the same goal: to enable buyers to find items with better standards or conditions easily and quickly. And that is probably a special feature on eBay, on our marketplace, that we have such a broad spectrum and buyers often have to compare each individual listing when searching. And that is exactly why we have these combined delivery signals, to make it easier for buyers when searching.
Isabell: So definitely a lot of different signals that we offer there.
Lonneke: That’s right, yes.
Isabell: So what exactly is changing now?
Lonneke: Exactly, exactly. We’ve heard there are many different signals. They basically work too. And especially the combination with the loyalty program we have means that many buyers assume they have to be a member to benefit from the certain advantages. And we’d like to resolve that and tidy it up at the same time. That’s why we’ve decided to remove eBay Plus wherever we use it as a pure buyer signal for better delivery conditions.
Isabell: But just remove the signal?
Lonneke: Exactly right. The loyalty program stays, and the name eBay Plus stays. We just want to clearly separate it, and at the same time we’ll also remove eBay Guarantee, because it overlaps largely with the criteria, and thus tidy up and create more simplicity, and instead introduce a combined, easier-to-understand signal that will then make it easier for all customers to find items with the best standards.
Steven: And we’ll call that eBay Top Service.
Lonneke: We’ll call that eBay Top Service. Exactly — we also conducted studies on this. We didn’t just make it up. We did a lot of research here and spoke with many customers. And yes, eBay Top Service is the name that resonates best. It packages all the criteria best — it’s not just about delivery, it’s not just about returns, but rather a whole spectrum of delivery and service conditions.
Isabell: So that means eBay Top Service is now being introduced as a new comprehensive signal. eBay Plus is only dropping as a signal, and eBay Guarantee is also dropping and is basically being replaced by Top Service.
Lonneke: Exactly right, that’s a good summary.
Steven: I’d like to add that, maybe as a Plus member, I’ll still recognize where I can expect special benefits or advantages. That means here and there I’ll still see an eBay Plus logo, for example on the item, when I say, “oh, free return, do I get that here,” then yes, but this very prominent visibility in search that we currently have will become a bit subtler and move more into the background. Also, for example, this filter. In the app you currently see eBay Plus quite prominently. We’ll remove that too, because in principle the items themselves will no longer be Plus items, but rather, hey, they’ll come with eBay Top Service, which is for everyone, as we’ve already said. And still, as a member, I of course need to be able to recognize where I have advantages.
David: So basically, a little less complexity, creating clarity, so not one term for two different things. And will the filtering option for eBay Top Service eventually come too, or is that not…
Steven: A very good question, which we may answer elsewhere sometime.
David: Okay, first introduce Top Service and then… I see, I see. Now we’ve already mentioned quite a few consumer- uh shipping signals for buyers, yes, and explained that they’re important to increase visibility and thus, from a seller perspective, potentially improve sales. If I now… We’ve had a lot, if I now say, okay, what should I maybe focus on first as a seller, because I might initially be overwhelmed by the number of signals?
Steven: Exactly. I think that’s a good point. Of course there are all these signals. I think if you simplified it from a seller’s perspective, if you focus on reliability being right, on shipping speed meeting the standards. I can look around in my market segment, where I operate. Maybe in fashion, in the clothing sector, it’s a little different than with electronic items, so I’ll see what my competitors are doing. Then I can pretty well assess whether I should perhaps also offer free shipping or not, in order to make sure that either… I stand out and differentiate myself from others, or at least don’t fall behind, in terms of costs, time, and reliability, and how we then pin the signals onto that and what they look like, we handle that through studies, and Lonneke said, well, you said we spoke with customers. So the process is a very exciting one. Thousands of customers are surveyed in such studies, and then again a selected set of customers: you talk to them face-to-face again, and they go through these flows and click through them. So we didn’t just take that lightly.
David: Yes, so not just randomly. Yes, come on, you get…
Steven: Exactly how many names were floating around, so to speak, and then we landed on the one that really clicks best and where people say, oh, I like that. Still, it does require explanation, because Top Service at first glance… we’ll probably talk about the criteria in a moment. There’s a lot behind it. But the idea is precisely that, as a buyer, I don’t have to deal so much with the details, and on the seller side we’ll explain that today. But once I’ve understood it: cost, time, reliability, then I basically get more sales too.
Isabell: Okay, so we’ve learned now. The new eBay Top Service signal stands for time, cost, reliability. But Lonneke, what does that mean exactly now?
Lonneke: Exactly, these are basically the main benefits we want to highlight for buyers: fast, free, and reliable delivery, plus 30 days, easy returns, and that the items are sold by proven sellers, meaning trusted traders. And how it all works is that the signal is applied at item level. So it could absolutely be that a seller would see some of their inventory with the new Top Service and others not. That then depends on which criteria each item meets.
Isabell: That makes sense too.
Lonneke: Exactly, and the criteria themselves are actually only slightly different from the current eBay Plus criteria. For anyone familiar with them: as with the new Top Service now, it’s about fast delivery, which concerns both handling time and delivery time, free shipping, as well as 30-day returns. What may be different is the return process itself, namely we plan to enable easy returns for the new signal, and that means using the process or procedure directly on eBay, namely our new returns process.
Steven: Exactly, what isn’t necessary is a free return.
Lonneke: Exactly!
Steven: Free returns — here we say: the seller decides that too; again, look at your market segment and see what the standard is here. In principle: if I don’t know anything, then free returns are probably better. But as I said, always check what others are doing.
Isabell: And is the service status of sellers decisive?
Lonneke: The service status is also a criterion. Just as is currently the case with “eBay Plus,” all sellers with the service status “above average” and sellers with top ratings will be considered.
David: Can I imagine it like this? If I’m already an eBay Plus seller, then I’m very likely to also get the eBay Top Service signal?
Lonneke: That’s correct. So currently…
David: So for everyone who is on eBay Plus….
Lonneke: Exactly, exactly. As I said, there are small changes, such as how the return process is handled. That also affects the return address. It has to be in Germany. However, we assume that most sellers who currently have eBay Plus inventory will also continue to see the eBay Top Service badge on their listings. Another difference is the awarding of this signal. Currently it’s relatively complex. We require sellers to opt in, meaning they really have to actively sign up for it on eBay.
Steven: For eBay Plus — that’s very complicated sometimes.
Lonneke: Exactly, and that will go away with the new eBay Top Service, which we will, just like eBay Guarantee, award automatically to all items that are eligible, that meet the criteria.
David: So for everyone who is already an eBay Plus seller, relax, you don’t have to change much. Everything will be adjusted automatically, and for all other sellers who might qualify, they don’t have to actively opt in either, but will automatically get it for the items where it fits.
Lonneke: Exactly right.
Isabell: Lonneke, the new eBay Top Service signal. When exactly is it supposed to be introduced?
Lonneke: Exactly, we’re actually planning the launch within the first half of the year, and that includes the complete transition, meaning removing “eBay Plus,” removing “eBay Guarantee,” and then at the same time adding the new eBay Top Service.
David: What exact benefits does this eBay Top Service signal now bring for all those sellers who maybe haven’t “opted in” to eBay Plus yet or weren’t really involved yet?
Lonneke: So, we’ve talked a lot from the buyer side now. We’re talking about a buyer signal, and Steven already mentioned at the beginning that our goal is to make it easier for buyers to search for items with the best standards. Conversely, that naturally means increased sales figures for sellers. We know that these are the criteria that are important and relevant to the majority of our buyers. They demand this in various studies: that we make it easier to search for this inventory. The misunderstandings with the previous eBay Plus signal…
David: …are cleared out of the way.
Lonneke: Exactly right. We’re tidying things up, and with that we should further optimize and ultimately increase sales for sellers.
Steven: Maybe to add to that. I think this simplification for sellers is also important, and sellers, as you mentioned. It’s also not the case that the bar is infinitely high for Top Service. It’s good, of course, but we can already see, based on the data, that many sellers will automatically qualify, because the bar isn’t extremely exorbitant, but rather what customers would normally expect in the market. So it’s not that you suddenly need to offer same-day shipping or something like that, although we’ll talk about the details again in a moment.
David: So just again, to put it briefly… If I understand this correctly: simply a higher probability that my items will be seen in search and also clicked on in search, because the signal says if you buy this one instead of the two below it or whatever, you get this and that included.
Lonneke: Exactly: increased visibility in search and thus also more clicks and sales.
Steven: And just to add: one thing is what we basically pin onto the item, this logo, but of course the search behind it is also crucial in what is shown at all. So search will of course take into account where there are good selling experiences or shipping, and it does that today already, and it will still do that tomorrow, and the criteria are not new either. So that’s the point there. Yes, if I’m reliable and deliver quickly and free of charge, plus the other criteria, then both the search and of course this signal reward that.
Isabell: Let’s say I’m a seller with top ratings: what exactly must my item meet so that this signal is displayed?
Lonneke: Beyond the service status, there are further account-level criteria: first, the seller type, meaning you must be a commercial seller; the return address and also the item location must be in Germany; and the return process must be handled on eBay. Then we move to the item level, and exactly as I mentioned at the beginning, the main benefits for buyers are, on the one hand, free, fast, and reliable delivery, which is ensured by a handling time of up to one day and additionally up to three days delivery time, including handling time, meaning the maximum delivery time is three days. Shipping costs free. We want to make sure there is free delivery for customers, and reliable delivery, and we ensure that through tracking. So we expect sellers to upload tracking numbers for items valued at €10 or more.
David: Okay.
Steven: That’s very similar to how it was with Plus back then, and one detail just caught my attention: Isabell, in your opening question you said, if I’m a seller with top ratings, what else do I have to do? And of course they’re definitely included. But it’s enough for us if you’re above average, so you don’t even need to be top service; the hurdle here isn’t infinitely high either, and above-average seller status is enough too.
Isabell: Very good.
David: So that means if I’m already an above-average seller, I just need to make sure: okay, maximum one day handling time, maximum three days shipping time in total, including handling time, and then the probability is very high that if I already have everything in place at account level, the item will also get eBay Top Service.
Lonneke: Exactly, so fast delivery means maximum three days; free delivery; tracking from an item value of €10; a return period of 30 days. The return does not have to be free, but it should be accepted for 30 days. The item location should be in Germany, and the format should include a Buy It Now option. It can also be Buy It Now and an auction or Buy It Now…
David: But auction only doesn’t work.
Lonneke: Auction only would not be eligible, exactly.
Isabell: So the benefits for sellers are actually clear. I benefit from visibility, and from the buyer’s perspective I can very quickly see where good service is being offered to me. Are there any other benefits beyond that for buyers?
Lonneke: Yes, those are the main benefits, actually, that’s also what we keep hearing is demanded, especially on eBay. And the same is repeatedly said in comparable online shops, for example where each item or where shipping conditions are standardized, that kind of thing isn’t necessary in the same way because every item offers the same delivery time. There’s a standardized returns process, returns period, etc. That’s not the case on our marketplace, and that’s exactly why buyers keep asking for this, to make searching for it easier, and that’s really what we hope this signal will do.
Steven: And maybe, although we’ve already touched on it, I don’t have to press any extra buttons as a seller to get this signal. I just need to say that the service is right, and then I automatically get the increased visibility.
David: We’ve already talked about it several times: eBay Plus was both this signal, hey, free, faster shipping, but also the eBay Plus program. Now it’s no longer going to be used as the signal, but the eBay Plus program is still there. Can you briefly explain what this program is about? So what’s behind it for those who maybe don’t know it yet?
Steven: Yes, so loyalty programs — first a German word for it. Loyalty would be the English term. So if I say that in the future, I mean a loyalty program, and for €19.90, it’s an offer to our buyers that they get free return shipping for anything that is in Germany…
David: Just briefly: €19.90 a year though?
Steven: Per year, very good point, free return shipping for anything that is shipped from Germany and also sent back from there, so for a large share of what buyers purchase from us. There are points, so every time I buy something, I basically get a 1% cashback — so if I spend €100, I get points worth one euro, namely 100 points, which I can then use again on my next purchase to basically get a direct discount.
David: Maybe I do that very often...
Steven: Yes, I’ve collected quite a few points too, exactly, um, and I can then redeem them just like a coupon, like these vouchers, at checkout. And deals — especially there are always some exciting ones on our WOW Deals page, but now also significantly, significantly more, made available exclusively for Plus customers. Yes, and what does the program do then? From a seller’s perspective. We see that the buyers who are in the program buy significantly more. That’s kind of the effect. I’ve paid €19.90 here: of course I have this service, and that’s why I want in. But once I’m in, I also use the thing, and that’s basically exactly the mechanism that leads customers to buy more.
Isabell: So let’s say, as a buyer, I’m now part of “eBay Plus.” So I participate. Then eBay would, in that case, if I buy an item with “eBay Top Service” and shipping and return shipping aren’t free, eBay would cover the return shipping costs. Is that right?
Lonneke: Exactly, that’s how it works, yes.
Steven: Yes, and that’s also nice for sellers. I don’t have to… in that case, if I have an item and I say, as I said, in my market environment free returns may not be necessary or common, then we at eBay step in and basically give the member of “eBay Plus,” but also the seller in a way, a free return, and that then promotes sales again from the seller’s perspective.
Isabell: Now “eBay Plus” is often associated with free premium shipping as well. Is that changing now?
Steven: That’s right, it is changing. Basically, “Top Service” is the new signal, and we also saw that as of today, when a seller offers “eBay Plus” with premium shipping, they basically offer shipping for all customers. So basically you could say our sellers have become so good by now that they actually offer good shipping broadly, and we clearly reflect that with the signal, so we will actually also remove the premium shipping promise from “eBay Plus” in marketing.
Isabell: What exactly does premium shipping mean?
Steven: Back then we said we started with same-day shipping, but many people ran into problems in the end. That was then expanded to one day handling time and fast service, exactly what we just discussed with Top Service, and at that point we’re already relatively close to the standard of what basically counts as premium shipping. That means, honestly, we’re removing it from “eBay Plus,” but putting the focus on free returns, deals, and then points, and maybe we’ll think of a few other ways to increase the value of the program. Because of course, as a customer, if I pay €19.90, I still have a certain expectation of the benefit.
David: And what changes for buyers?
Steven: Exactly, what we’ve really stepped up are the deals. We see that customers really like exclusive deals, and we’ve expanded that massively. So today, as it stands, if you go to the page, we offer around 20,000 deals at any time, only for eBay Plus customers. These are items selected by us. So again, the seller doesn’t have to worry about anything. These are items that already have a great price in the market. We actually use external sources and check what is really market-... has a good price, and then we give Plus customers an additional 10 percent discount on top, also completely funded by eBay, essentially from the membership fees in the end, but that’s basically a very expanded deals proposition or deals offer that we’ll continue to expand in the future, because it already worked brilliantly during the holiday season.
Isabell: And where can I find these deals as a buyer?
Steven: Yes, in several places. On the WOW Deals page there’s always a separate section where we show a few hand-picked products, but also then events or sales promotions behind that, where these tens of thousands of products are also included. And of course, when I’m in search in the normal way, where most customers go to look at their items, then I want to see at item level, oh, here there’s a coupon for me as a Plus customer with an extra 10 percent discount.
David: The surprise when you click on it.
Steven: Yes, it should definitely drive sales if I can get it for another 10 percent, somehow cheaper. We’ve talked a lot about buyers. But we also see that sellers, especially private sellers, are a very attractive group when it comes to shopping too, because the customers who sell with us privately are usually very active buyers too, and we thought we also want to make the “eBay Plus program” attractive for exactly this customer segment, which is so important to us and, in the end, also important for sellers because they buy so much from us. So Plus should become interesting for private sellers too in the future.
David: Interesting! You just said it should become more interesting for private sellers: what should I imagine by that? In what way more interesting?
Steven: We’re still in the early phase, but here too we want to use points as a tool so that, for example, when I, as a private seller, have sold my old iPhone again because I want to buy a new one, then we will — or then we’re considering whether to give the seller a few points for that when they say, I successfully sold something on eBay. Here you have a few points, and then I can use those points again when shopping, so again basically a lever that in the end should once more lead to the seller benefiting, because we want to reward selling with points.
David: So if I’m an eBay Plus member and sell privately, I can additionally collect points that I can then use again when buying...
Steven: Yes, exactly, and that’s actually the strength of eBay, because we have these private customers with us who sell. I know that for sellers, that part wasn’t received quite so well, made free, hey, but we do it because we want to keep these customers tied to eBay, and we know they also buy a hell of a lot. And with eBay Plus we can get them to buy even more. And as I said, at that point it’s also very, very good for sellers that we have these customers with us, and that’s what eBay is all about too.
David: At this point, as always, we also have a question for our listeners. Have you already had experience with “eBay Plus,” or what do you think of the planned “eBay Top Service” as a signal? Feel free to tell us more in our eBay Community or of course on our Facebook page “eBay for Business Deutschland.” Otherwise, don’t forget to subscribe to the podcast. You’re also welcome to subscribe to our YouTube channel, and then you’ll always stay up to date.
Isabell: Yes, and that means we’ve actually reached the end of the episode. At this point, thank you very much for all the insights into the topic of shipping signals and programs. Finally, there’s still one question — Steven, you already know it. We always ask our guests at the end of each episode what they last bought on eBay. Steven, maybe you’d like to start, since you already know the question.
Steven: Hmm, and of course I prepared for that: very recently. My wife is a doctor and is currently doing additional training for that, and she now needs a laptop for it, her own really now — until now she’s always used my private laptop — and on Friday at two o’clock we actually found a beautiful, beautiful object of desire on eBay, and it was there on Saturday. So it was really a totally surprisingly positive experience, actually ordered after 2 p.m., and it arrived Saturday.
David: You ordered Friday afternoon, and the thing arrived on Saturday?
Steven: Yes, it was there on Saturday.
David: Was it the neighbor who brought it over?
Steven: No, it came from Erfurt to Berlin.
David: So not directly next door…
Steven: Of course not super far away, but I was really happy. My wife too, she could get started right away, had all her study materials and could start using the laptop immediately.
David: That’s Top Service.
Steven: That was definitely Top Service, and now I’m advertising it too. So please shop on eBay, and you’ll sometimes have good shipping experiences too.
David: Very good! Lonneke, what about you? What did you last buy?
Lonneke: For me it was actually a tiny little replacement part for a super old Playmobil pirate ship that I bought for my son, so the replacement part, not the pirate ship. It’s actually, as I said, over 30 years old, from my brother, from childhood, and it’s really amazing what you can find on eBay and every tiny little screw and hook and whatever else there is. I thought that was pretty cool. So now it’s complete again, and I think I’m happier about it than he is.
David: But… but especially when it comes to toys and stuff, there’s an incredible scene on eBay for what you can find there. I got, for example, for my daughter those… LEGO in this case then, little replacement parts and such. It really works well. Very, very nice! Yes, then many, many thanks to both of you for your helpful info, Lonneke and Steven, and I’m glad we’ll continue this series, and who knows when we’ll have you back here next time, and of course to all of you out there. Thank you so, so much for being here and until next time!
Steven: Bye, thanks to you too!.
Lonneke: Thanks very much for the invitation. Bye!
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