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Tue Jan 29 2008 07:57:17

Upcoming Changes to Feedback on eBay

By: David Steiner

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Feedback on eBay certainly has taken a few left turns since Pierre's initial concept that allowed trading partners to rate each other. In probably the most dramatic deviation, Sellers will no longer be allowed to leave Negative or Neutral feedback for Buyers. There are some other changes, which can be found here: http://pages.ebay.com/services/forum/new.html but this is the most interesting paragraph:

What changes are being made to the eBay Feedback system?

There are five key elements to the new Feedback system being introduced in the first half of 2008:

   1. Beginning in February, buyers and sellers will be able to earn up to one Feedback per week from the same trading partner. Today, members may only affect each other's Feedback scores one time, regardless of the number of transactions between the parties. This change will both encourage repeat transactions and reward good service.
   2. Sellers will no longer be able to leave negative or neutral Feedback for buyers. This change will occur in May, 2008.
   3. Removal of negative and neutral Feedback left by members who are suspended or who fail to respond to the Unpaid Item Process (UPI).
   4. Positive Feedback percentage will be based on the past 12 months of Feedback, rather than lifetime, since it is most indicative of the seller's recent performance.
   5. Restrictions on when Feedback can be left:
          * Buyers must wait three days before leaving negative or neutral Feedback
          * Instead of 90 days, members will be able to leave Feedback for 60 days

----

We'll be speaking with John Donohoe later today, so if you have any specific questions, post them here before noon, and we'll try to incorporate the best ones in our interview.

Call 1-877-222-0856 and leave a 60 second message about what you think of these changes.

 

 


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Readers Comments

Upcoming Changes to Feedback on eBay   Upcoming Changes to Feedback on eBay

by: auction-guru

Wed Jan 30 14:28:20 2008

WHILE NOW WE STILL HAVE LEVERAGE,,,BUT LOOK WHAT I GOT TODAY! NOW WHAT WILL THIS DO TO US LATER????? Also, at the bottom (below) is my feedback policy,,,guess we need to use it while we can...here is from a buyer that I bought a bulk of items for from my supplier just for her & even sent her 2 gifts!!!! & then she's trying to say that I changed the picture on her...WE ALL KNOW you can NOT alter an auction after it closes or after you get a bid!!!!!!!!!!!!!!!!

FROM MY BUYER

I receieved the clips from you today and was excited to open the box and check them out. I took them out and tried one in my daughters hair and they are way too big. It just falls out of her hair. The ponytail part is way to big to clip and stay. Can you get smaller ones? The girls are from ages 6 - 14. I dont think that these are going to work for the team. Let me know. THanks

Oh, I just noticed that these barrettes are a three row clip. I went and looked at the picture that I printed out when I went and asked the dance teacher if these would work and they are not the same as what I ordered. Why did they change? We needed a 4 row crystal ponytail barrette clip and thats why I ordered these from you. I am going to have to check with the dance teacher and see if these are going to be ok or not. Renee



MY POLICY I ATTACHED W/ MY RESPONSE TO HER TELLING HER "NO REFUNDS" ect...

REGARDING FEEDBACK

**We ALWAYS automatically return positive feedback. If you are satisfied with this
transaction, please provide positive feedback on our eBay account and our Automated system
will automatically return positive feedback within 24 hours. If you have a problem with your order, Please contact me prior to leaving feedback. Please Do not leave
negative feedback, negative feedback will be automatically posted upon receiving
negative feedback.
Please do not email requesting feedback to be given. My Account is set up On Auto to respond to yours & I can not override this option.**

Upcoming Changes to Feedback on eBay   Upcoming Changes to Feedback on eBay

by: Alex

Wed Jan 30 14:39:50 2008

Yeah, it's pretty pathetic. Here's a good comparison.

With the new FB policy a customer can bid or buy your item and then never pay. You file the unpaid item and they respond to it saying "I am not going to pay". After 7 days or after they have responded you get your FVF's back. Then oops you get a big fat negative from this buyer!

What can you do? nothing! eBay will allow this because they responded to the unpaid item dispute! You can only leave them with a POSITIVE! My GOD! What is wrong with this picture?

That's like going into Walmart and trying to shoplift and then calling the police or the BBB on them because the item you tried to shoplift you didnt want to buy.

This is the most assinine thing that eBay has ever done and they have done a lot of boneheaded things!

Upcoming Changes to Feedback on eBay   Upcoming Changes to Feedback on eBay

by: Start-Selling-Online.com

Wed Jan 30 14:40:08 2008

LET'S BUILD A 1 WEEK BOYCOTT SOMETIME IN FEBRUARY.  WE HAVE 6,000 ITEMS IN OUR EBAY STORE AND WE'LL TAKE THEM ALL DOWN FOR THE 1 WEEK BOYCOTT.

CAN AUCTIONBYTES SEND ORGANIZE A BOYCOTT AND SEND OUT A BLAST FOR US?  

SERIOUSLY, LET'S SEE IF WE CAN GET A BIG ENOUGH BOYCOTT TOGETHER TO HIT THEM FOR A FEW MILLION IN THE OL' WALLET.  THEN IF THEY DON'T LISTEN AND CANCEL ALL THIS BS, LET'S HIT THEM AGAIN NEXT MONTH TOO.  LET'S KEEP POUNDING THEIR FACE UNTIL THEY WAKE UP AND SEE WHO'S WEARING THE BRITCHES AROUND HERE !!!!!!!!

Upcoming Changes to Feedback on eBay   Upcoming Changes to Feedback on eBay

by: Louise

Wed Jan 30 14:44:49 2008

I am an eBay power seller, I pay eBay more than $1000 per month. But I am not happy about they increse final fee for item price under $25. And do not allow leave negative feedback to buyer, this will make seller very difficult to do business. (The person make this change must do not have experience doing business in eBay)
Start thinking switch my business to Amazon...

Upcoming Changes to Feedback on eBay   Upcoming Changes to Feedback on eBay

by: Alex

Wed Jan 30 14:47:39 2008

Boycott is february 18th through 25th. pass it along.

Upcoming Changes to Feedback on eBay   Upcoming Changes to Feedback on eBay

by: whyOwhy

Wed Jan 30 14:48:16 2008

I'm like most people, I want to think that you can trust everyone. But I was recently at an estate sale run by the family & saw first hand how otherwise honest people are willing to take advantage of someone else for their own profit. The seller didn't know what she was doing, she didn't have any help, she didn't guard the door. Dealers set their own prices and ripped her off while others walked out the door without paying.  

This new eBay system will be a lot like that - otherwise honest buyers will not have a motivation for remaining honest. And dishonest buyers won't let too many days go by before they have figured out how to use the system to get things that they want but can't afford. Bad idea, eBay!!

Upcoming Changes to Feedback on eBay   Upcoming Changes to Feedback on eBay

This user has validated their user name. by: Ming the Merciless

Wed Jan 30 14:54:44 2008

Hmmmm...there used to be an ebay stores "expert" based in Salt Lake City named Rebecca who gave out the worst sales advice I'd ever heard and kicked sellers out the store program unless they followed her godawful instructions.

Go away, ebay trolls. Anyone dumb enough to troll for ebay will likely be one of the hundreds ebay's planning to layoff in the next few weeks.

When you trolls get laid off, come back and tell us the truth.

Until then, I'm really not at all interested in reading your obvious and transparent propaganda attempts from the desk of ebay's new Chief, Donna Hoe.

Upcoming Changes to Feedback on eBay   Upcoming Changes to Feedback on eBay

by: Laura

Wed Jan 30 15:05:15 2008

As a seller we never had any power, rights, help, or protection. The ONLY thing we had was the ability to leave a little + or - mark. Now this to has been taken away.

It kinda  feels like my right to vote has been stolen.

I am said to be guilty before a judge  but I can offer no defense.

Upcoming Changes to Feedback on eBay   Upcoming Changes to Feedback on eBay

by: Elle

Wed Jan 30 15:06:32 2008

PLEASE VISIT

http://www.petitiononline.com/ga05/petition.html

Upcoming Changes to Feedback on eBay   Upcoming Changes to Feedback on eBay

by: ed

Wed Jan 30 15:08:31 2008

Like a lot of new things eBay was fun and exciting for the first few years. Unfortunately, their complete and utter lack of responsiveness to reasonable concerns and constructive criticism soured me several years ago. I think these latest moves mean that eBay is entering the mature stage of its lifecycle . It has evolved into the largest oldfashioned department store/bazaar in the world where only the largest and strongest companies can remain viable. Everyone else (sellers, I mean) is wasting their time and are inevitably realizing, sooner or later, that its a stacked deck against the little guy. eBay is destined to become a virtual big box where eventually the remaining sellers will have ultimate control. Enjoy it if you still can. I'll still buy on eBay but I'll never sell again. I'm certain that their core base of sellers will represent an ever increasing percentage of their total activity as honest sellers give up in disgust.

Upcoming Changes to Feedback on eBay   Upcoming Changes to Feedback on eBay

This user has validated their user name. by: Ming the Merciless

Wed Jan 30 15:12:44 2008

Last night the entire ebay site including Canada and the UK (possibly others -- I didn't check beyond these two) were completely offline for more than an hour.

I see ebay only admits that My ebay was offline, but believe me, the entire core listings area was offline. EVERYTHING.

Where's Vladuz now that he's really needed?

Upcoming Changes to Feedback on eBay   Upcoming Changes to Feedback on eBay

by: bonnie

Wed Jan 30 15:16:27 2008

I was just about to try selling a few things on eBay, now I'm definitely having 2nd, 3rd, even 100th thoughts. Where are the seller protections? Buyers have it with the credit card companies and PayPal. Sounds like sellers are taking on all the risks here. Without sellers, what's the point? eBay has to get back to basics - create a safe, secure shopping environment - if they want to continue growing. Or have they gotten too big for their britches?

Upcoming Changes to Feedback on eBay   Upcoming Changes to Feedback on eBay

by: susan

Wed Jan 30 15:29:37 2008

eBay must be in worse shape than I thought.  This is a drastic change to the fundamental way of doing business on eBay.  Changing the way feedback is left and using DSRs only tells me that sales overall on eBay are flat or worse.  eBay knew ahead of time that most sellers would be outraged about the new feedback policy and must be aware that, initially, listings will plummet.  It must be critical to the future success of eBay to take such measures.  Ones that they won't disclosure to the eBay community.  

Upcoming Changes to Feedback on eBay   Upcoming Changes to Feedback on eBay

by: Jack Doff

Wed Jan 30 15:31:24 2008

FeeBay don't protect buyers because buyers are worth nothing in terms of exorbitant fees.
Fuckin FeeBay should be shot like the dogs they are !

Upcoming Changes to Feedback on eBay   Upcoming Changes to Feedback on eBay

This user has validated their user name. by: Ming the Merciless

Wed Jan 30 15:33:49 2008

The more valid negative publicity ebay receives, the more damaged its stock will become.

Remember when contacting the media, yesterday's announced changes are only the tip of the iceberg in an ocean of sleazy and possibly illegal ebay business practices.

Ebay could NEVER withstand a thorough, unbiased, and honest investigation of its business operations. Ebay is often in violation of Sherman Anti Trust Law, state consumer laws, federal fair trade practices, and IRS regulations defining what constitutes an employee.

And then there's all fees they appropriate with their "glitch" filled billing software and "glitch" filled platforms that randomly removes photos from listings, won't display gallery photos we've paid for, magically relists one of a kind, sold item items. and cleverly double lists items. And then if you demand refunds, they blacklist you and won't refund the money.

THEFT! FRAUD!

Ebay sees nothing wrong in aiding and abetting buyers in committing fraud because they've been doing it for years to sellers and are experts.

Upcoming Changes to Feedback on eBay   Upcoming Changes to Feedback on eBay

by: Gold PowerSeller

Wed Jan 30 15:37:49 2008

I can tell you that I have dealt with many questionable buyers. This system will not work. Anytime you put the venue, the judge and the payment system with one monopoly, you are opening yourself to a massive fraud site. Leaving feedback both ways, was a way to warn other sellers and/or neutralize a situation. This is sooooooo one-sided that I don't know what the heck eBay is thinking.

I sell both on eBay and through a shopping cart. I equal about the same amount of sales, but I have to tell you my STRESS and management is so much more complex with selling on Ebay. I work so much harder at the sale, I followup much more than a normal person would and I over-cater even at the expense of my profits to Ebay buyers. This venue has increasing become a bad business decision. Ebay may increase some buyers, but when you lose sellers, you lose selection and competition. Then you get higher prices and less service. Seems to be backwards to me. Sounds like eBay just doesn't want to deal where the Feedback creation anymore, which was the special sauce in their receipe. Get rid of that and you leave sellers pondering their next move. LIKE ME!

I already know what it's like to sell off eBay. It equally profitable and way less stress.

Why is Ebay so desperate?

Upcoming Changes to Feedback on eBay   Upcoming Changes to Feedback on eBay

by: re

Wed Jan 30 15:41:36 2008

At some point and time ebay has forgotten that they get their money from the seller's pocket first. If I don't list then the buyer's can't buy.
and for me to have to find all 5000 bad buyer's one at a time is no good. I am very disappointed with ebay at the moment. I don't even mind paying the fees I just wish that they would notice the sellers as much as they so the buyers. We are as important as they are.
Retha

Upcoming Changes to Feedback on eBay   Upcoming Changes to Feedback on eBay

by: Just Another Ebay Victim

Wed Jan 30 15:48:11 2008


EVERYONE!!!  HERE IS WHAT WE CAN DO!

LET'S SHOW THE WORLD JUST HOW EBAY TREATS THEIR SELLERS!

This will only take 5 minutes. Everybody send a quick email to the following email addresses for FOX NEWS and NBC News:

ureport@foxnews.com
Nightly@NBC.com

Just say something in the email title line about a situation or development going on regarding eBay, and in the body of the email give them these addresses:

http://www.auctionbytes.com/cab/abn/y08/m01/i29/s06
http://blog.auctionbytes.com/cgi-bin/blog/blog.pl?/pl/2008/1/12016
11437.html


That's it! Hopefully we can get the word out to other sellers, eBay investors, and to potential eBay competition.

If you add a comment to this AuctionBytes blog, keep this request alive by including it in your blog posting. The more people that see it, and contact the news companies, the better.

Upcoming Changes to Feedback on eBay   Upcoming Changes to Feedback on eBay

by: scot

Wed Jan 30 15:51:45 2008

The problem we all face as sellers dealing with Ebay is that  the Ebay executive team seems kind of clueless when it comes to merchandising.  They cannot understand what we go through day to day because they haven’t owned or been responsible for a store.  Unlike Amazon (which cut its teeth selling books), Ebay the company has yet to sell a single SKU under its own ID. So in what Ebay lacks in retailing skills (look at Ebay Express for proof), Ebay makes up as our landlord. Typically heavy handed, they hold the leases and therefore control most aspects of a seller's business within the Ebay marketplace.

Now bad as that is, at least dealing with Meg was comical at best and annoying at her worst, but most of us survived her various benign improvements.  However,  in Donahoe we have a potential for far greater changes that can be truly malevolent to sellers.  

Illustrating this, in basically his first day on the job, Donahoe decides free shipping will fix ebay (FYI: he was googli-eyes when mentioning Amazon's shipping policy in today's Q&A).  There can be no doubt, he wants free shipping to be the norm and the sellers to pay the freight.  The plan wasn’t apparent at first, but became obvious today.
 FREE SHIPPING IS EXACTLY WHAT IS INTENDED TO BE ACCOMPLISHED VIA DSR FEEDBACK  

I know this sounding like an Oliver Stone movie plot, but in looking at Donahoe's background (sure enough no retail), it becomes evident.  His career is basically 20 years rising through the ranks with the consulting firm Bain & Company.  This is a company that chief executives hire as a last ditch effort to make the tough dirty decisions required to ''increase the value'' of their organizations.  If you read their fact sheet, you’ll see Bains offers a menu of tidy concise plans for change…and of-course implements them too.  Furthermore, examining their products you can likely predict what Donahoe has planned for Ebay.

Today's changes can be culled back to a Bains product called ''3-D Customer-Led Growth'' of which the 3 ''D''s are:

Design the right products for the right customers.
Deliver great customer experiences.
Develop capabilities to delight customers again and again.

By digging a little deeper you'll find  disturbing similarities between 3-Ds and what is going on at Ebay .  For instance, Bain describes one of 3-Ds as follows:

''Through the application of our unique Net Promoter® Score (NPS) disciplines, Bain helps clients put in place customer metrics and feedback loops to facilitate this communication process-and the ability to act on the insights it produces. By working with clients to align incentives, we help rally their entire organization to ensure that the delivery of a flawless customer experience becomes a core company competence. We reinforce this with a focus on developing the infrastructure, organization and business processes to create a business system that can deliver both continuous improvement and breakthrough innovation.

To me, it seems obvious that ''Customer metrics and feedback loop'' is a dead ringer for what Donahoe is doing with DSRs to achieve that better buyer experience (ie: Free Shipping) he desires.  But while Bains is ''works with'' or partners with its paying clients; Donahoe is taking the opposite approach with those who pay the bills (remember Ebay is a landlord first - never a partner).  Instead of a partner relationship with sellers, his change management style is secretive, adversarial, and implemented by force using applied penalties to modify seller behavior and achieve his desired result. Just evidence the below penalties announced today and previously:

reduce listing exposure
charge higher fees
reduce allowed sales volume
mute seller feedback:

I think what happens now can only be failure.  Ebay’s brutish methods are gasping last attempts to fix itself. And true, due to its shear size Ebay will continue to be a force.  But it seems like a dying empire using a broken business model and rotten in its core.  And sure, improving customer satisfaction is a good idea.  But today, Ebay wielded a pretty good idea and managed to breed mistrust, resentment, and accelerate the exodus of ebay's unique product mix on to other e-commerce venues.  Perhaps this would have been handled differently if a just a little bit of merchandising experience existed in the boardroom.

Upcoming Changes to Feedback on eBay   Upcoming Changes to Feedback on eBay

by: Ian

Wed Jan 30 15:54:12 2008

Ok. Today IS APRIL 1ST,,, RIGHT???????

Well, It will INCREASE one trade anyway... Postal Deliveries to NIGERIA!!!!!!

Grrrrrrrrrrrrrrrrrrrrrrrrrrrr

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