A study by commerce accelerator Pattern says the trend is aptly illustrated by the 51 per cent increase in the price of health and beauty products this year.

“The days of marketplaces winning Australian consumers with ultra-cheap pricing alone are over,” says Merline McGregor, MD at Pattern Australia. “Although leading platforms like Amazon will continue to attract shoppers with competitive pricing, consumers are now making purchasing decisions based on factors like credibility, product variety, and ease of shopping.”

Customers’ loyalty comes from convenience

“Australian brands selling on marketplaces that deliver frictionless shopping experiences are more likely to secure both the first purchase and increase their chances of building customer loyalty,” said McGregor.

About 57 per cent of Australians rate Amazon as the most convenient platform for purchasing goods, with a user-friendly ordering process, fast shipping options, and a seamless returns policy. 

Despite Shein and Temu’s continued strategy of bombardment marketing, welcoming deals, and an effortless shopping experience to entrench market presence, their convenience ratings remain significantly lower, at 14 per cent and 27 per cent, respectively.

“Convenience is more than just speed of delivery, it’s about every touchpoint of the shopping experience, extending from intuitive search functions to reliable customer service and simple returns,” said McGregor.

Customer relationships for trustworthiness and reliability

“We’ve seen a positive improvement in returns processes for all marketplaces, with only 3 per cent of Australian consumers stating they do not trust any marketplace for reliable returns. This is a huge drop from 18 per cent in 2024 and shows that all platforms are prioritising improving the customer experience in this critical area,” said McGregor.

As price advantages diminish, Amazon is leading with stable product quality and reliable return processes, with 60 per cent of Australian shoppers choosing it for product quality and 53 per cent for reliable returns.

While other e-commerce platforms such as Ebay, Kogan, and MyDeal are rated by Australian customers at 42 per cent, 16 per cent, and 9 per cent when it comes to trust, Chinese platforms Temu and Shein’s consumers’ confidence in product quality are 12 per cent and 11 per cent.

“In an increasingly competitive and regulated environment, trust is not an aspiration. Marketplaces must consistently deliver quality products, backed by hassle-free returns to build enduring customer relationships,” said McGregor.

Amazon, Ebay, and Temu’s extensive product range

According to the 2025 Marketplace Consumer report, Amazon Australia holds the leading position in the widest variety of inventory, including electronics, homewares, and sporting goods, which is recognised by 60 per cent of shoppers.

This is also true for Ebay, at 45 per cent for second-hand and collectible products, and for Temu, at 32 per cent, which notably saw an 87 per cent increase in the platform’s visiting rate last year.

“A broad and evolving product range is proving key for marketplaces to retain and grow their shopper base. Consumers are moving towards platforms that offer a one-stop-shop experience, and marketplaces that can deliver this effectively across multiple categories have a clear competitive edge,” said McGregor.

• This story was originally published on Internet Retailing.

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As the winner, Dempstah will receive $100,000, while the runners-up, RCYCL and The Very Good Bra, have been awarded $50,000 AUD each to support their circular business solutions.

A shortlist of seven finalists were invited to pitch their ideas to the judges, who selected the three overall funding recipients: Dempstah, RCYCL and The Very Good Bra, after pitching their business ideas to a judging panel of industry experts. The winner was announced at eBay’s office with the Federal Minister for the Environment and Water, The Hon. Tanya Plibersek MP, in attendance.

Participants were evaluated based on three criteria: innovation, circularity and business viability/scalability. Selected businesses showcased new or improved products or processes and offered creative strategies to address circularity in fashion. They also demonstrated scalability and a track record of success, indicating their ability to effectively utilise the funding.

“At eBay, our purpose is to provide economic opportunity for all, and we have a proud history of helping businesses grow through various grants globally,” eBay Australia’s Fashion Lead, Anne-Marie Cheney, said. “Circularity is the future of the fashion industry and we all have a part to play in making that transition. Initiatives like eBay’s Circular Fashion Fund are an important step towards achieving that goal, and we’re incredibly proud to have launched it in Australia this year. We know the businesses awarded today will drive positive change in the fashion industry.”

Guy Dempster, Founder of Dempstah (pictured), expressed his gratitude that eBay and the Australian Fashion Council are actively investing and driving circularity in the fashion industry.

“The Fund will go towards establishing a micro mill in North-West Tasmania, which will allow us to house and operate fibre recovery machinery and develop greater insight into this milling process,” Dempster said. “We’re thankful for the opportunity to find more mentors with experience in small-medium scale industrial domestic manufacturing.”

Marianne Perkovic, Chair of the Australian Fashion Council (AFC) Board praised the “inspiring” creativity and innovation across 2024 eBay Circular Fashion Fund Finalists. Perkovic said that, along with government support and industry collaboration, programs such as this one are essential to expedite our efforts towards our goal of a circular economy by 2030 and net zero by 2050.

In addition to the funding received, the three recipients will take part in a three-month program of mentoring, networking and workshops to learn how to market and scale their business.

eBay’s Circular Fashion Fund is a global initiative that began in the UK in 2022, with the mission to help scale and develop the circular fashion economy by supporting innovation and aligning with the fashion industry’s goals to achieve circularity by 2030. Over the next three years, eBay looks to form an international alumni of circular fashion businesses that will help realise the circularity goal.

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2. Take clear, plain and well-lit photographs of your products – images are often the main way buyers shop and are the first things they notice.

3. When you describe your item, think like a retailer – entice your buyers by being thorough, accurate and professional.

4. Use eBay’s prefilled, category and item-specific information to help keep buyers informed and to optimise your listing’s exposure in eBay’s search-results pages.

5. Accept PayPal and be aware of its Buyer and Seller protection guidelines so both you and your buyer can transact with complete peace of mind.

6. Specify shipping costs for your buyers and consider offering free postage if you can absorb the cost of shipping into the item’s price.

7. Pack your products carefully and professionally to ensure they arrive safely and securely.

8. When you sell an item on eBay you’re providing a customer service – for a smooth, hassle-free transaction treat your buyers with respect and professionalism.

9. Track your listings within My eBay and keep your buyers informed of their payment and shipping progress.

10. Leave encouraging feedback for buyers when they pay for their product – it makes a good first impression and sets the tone for a positive buyer experience.

Excerpt from The New eBay by Todd Alexander. Available from all good bookstores now from $24.95.

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