|Fri May 8 2015 14:23:48|
eBay Confirms It Is Hiding Seller Feedback as a Test
By: Ina Steiner
If you've visited eBay and noticed that sellers' feedback isn't always displaying, it's not because of an eBay glitch or something wrong with your web browser. It appears the company considers seller feedback a distraction to shoppers.
eBay spokesperson Karen Crocker Snell confirmed the marketplace is conducting tests to help it make improvements to the shopping experience. She provided EcommerceBytes with the following statement:
We're currently conducting some user experience testing for a subset of users with the goal of improving the shopping experience. Among a randomly selected group of buyers, we're looking to understand whether the visibility of seller feedback information on a seller's profile and Top Rated Seller Plus icons influence purchasing behavior. We'll utilize the information gathered from these tests to help improve the customer experiences for both sellers and buyers.
Reports of the missing feedback came into Ecommerce EKG
beginning on Wednesday, May 6th. and today a reader asked about it and said, "Very discouraging from a sellers point a view since we have been on their since 1998 and now we appear as generic as any other seller."
My take on it is that for some buyers, having to consider whether or not the seller is a good seller or not is a distraction. It's something not found on most of the other major ecommerce sites. If someone is selling on eBay, then the seller is above standard. The buyer should trust that seller, and if the seller fails to perform, eBay's Money Back Guarantee is there to take care of the buyer. The buyer can focus on buying the item.
As we recently reported, eBay's Devin Wenig told investors eBay plans to make changes to the feedback system
, saying it "needs a relook." He will take over as eBay CEO from John Donahoe in the coming months. And just as users were inundated with change when Donahoe took over from Meg Whitman, it would appear Wenig has major changes planned as he takes control.
Even a slight change to the way feedback works has the potential for a major impact on buyers and sellers. Let us know what you think of this latest testing.