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Category: Business and Industry
Date Submitted: 04/19/2012 08:37 AM
OECD Workshop
The role of Internet intermediaries in advancing public policy objectives
The Role of Internet Intermediaries in Advancing Public policy Objectives – Stefan Krawczyk
Founded in 1995, eBay Inc. connects hundreds of millions of people around the world every day,
empowering them to explore new opportunities and innovate together. eBay Inc. does this by
providing the Internet platforms of choice for global commerce and payments. Since its inception,
eBay Inc. has expanded to include some of the strongest brands in the world, including eBay,
PayPal, Marktplaats, StubHub, Shopping.com, and others. eBay Inc. is headquartered in San
Jose, California. This paper focuses on the role of e-commerce platforms in combating fraud on
the platform and protecting consumers. In order to understand eBay’s position, it is important to
underline the specific nature of eBay’s current business model. eBay’s market place platform allows
sellers to list their goods and buyers to find the goods of their choice. The transaction between
buyer and seller takes place online. eBay is not a retailer: therefore it never holds the goods that
are traded on its platform.
• Consumer trust is key
Statistics show that 80% of users will not return to a platform after a bad buyer experience. eBay has
a well-established, key commercial interest in providing a safe and trusted consumer experience on
its platform.
• Trust is the result of a set of measures, such as feedback systems, safe payments, redress
mechanisms and awareness building
There is no single silver bullet against fraud and other phenomena that may lead to a bad buyer
experience. eBay’s system aims at empowering consumers as well as responsible businesses,
helping them to avoid negative experiences and, in parallel, providing tools for redress in case
this is not sufficient. It is based on awareness creation through educational campaigns and clear
user guidelines in which eBay’s policies on, for example,...