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Wed Jan 23 2013 11:53:49

eBay Confirms DSR system Glitch, Will Remove Low DSR Scores

By: Reader
Sponsored Link
Hello Ina,
eBay sellers should be aware of a glitch in the DSR system which was confirmed this evening in a call to eBay Customer Service which is causing automatic 5 Star DSR scores not to be issued when in fact they are earned.

We check our dashboard at least twice daily (AM and PM) and noticed this evening a low DSR score was posted for Shipping & Handling time.

eBay's Selling Practices Policy states the following with regard to receiving 5 Stars for Shipping & Handling:

You'll automatically receive a 5-star shipping time detailed seller rating if:
* You specify 1-day handling.
* You upload US Postal Service, UPS, or FedEx supported tracking information by the end of the next business day (Pacific Time) after the buyer's payment clears. A business day is a normal weekday. Saturdays, Sundays, and major holidays aren't business days.
* Tracking data must show the package having a status of "delivered" with a delivery date within 4 days of payment clear.

Note: In some instances, there may be a delay in processing your shipping details, and buyers may be able to leave you a detailed seller rating for shipping time. If you've met the automatic 5-star shipping time requirements, your rating will be adjusted to 5 stars.


As the low DSR score was new with today's dashboard update, we reviewed every transaction for the past 3 weeks and found that 100% of our listings did in fact meet all of the requirements specified by eBay policy and qualified to receive the automatic 5 star score.

eBay CSA's tried to dismiss the low DSR score as unimportant given our record, but we persisted given that eBay's hoops had all been jumped through and since all our listings qualify, it should have been impossible for any buyer to leave a low DSR score for shipping & handling time.

After telling the story and reading the requirements to two different agents and spending close to an hour on the phone (most of it on hold) it was finally confirmed that yes, our listings do qualify for automatic 5 Star ratings. The second agent confirmed a system glitch exists which is creating this problem and that our account is effected.

The second agent allegedly made notes on my seller account to the effect that the low score is the result of a glitch so that it does not negatively impact my next performance review. I was also told that my account would be corrected and that the errant low DSR score would be removed and replaced with the 5 star rating I earned as per their policy.

This brings up the point that eBay has repeatedly stated that Low DSR scores can not be removed except by a court order. Obviously, that edict no longer applies since eBay's written policy states the low DSR scores can be "adjusted", and eBay's CS Agent stated that the low score will be corrected.

Sellers should review their dashboards for any recent suspicious low DSR scores and be sure to contact eBay right away to have any discrepancies noted before their next evaluation period. Waiting too long to contact eBay could possibly end up with any unwarranted low DSR scores becoming permanent.

If glitches are confirmed, be sure to get the call reference number from eBay in case they fail to adjust the scores as they say they will.
Regards,
Caught eBay Again



Comments (17) | Permalink
Readers Comments

eBay Confirms DSR system Glitch, Will Remove Low D   eBay Confirms DSR system Glitch, Will Remove Low D
This user has validated their user name. by: Basset
       
Wed Jan 23 12:47:08 2013
Please let us know if they actually follow through and remove the low DSR, as the second agent told you.  
eBay Confirms DSR system Glitch, Will Remove Low D   eBay Confirms DSR system Glitch, Will Remove Low D
by: bitbybit This user has validated their user name.
       
Wed Jan 23 14:35:30 2013
This should probably be a separate post but tracking uploads in stated handling time in sellers' performance are wrong. Calling ebay the CSA admitted that the percentages were off due to the holidays and the technical department was aware of this glitch. Remember Christmas eve the post office was only open until noon and the same for New Year's Eve. So if someone paid late on Friday the package could not be shipped or counted as shipped until Wednesday. Weekends and holidays are not suppose to count but ebay is penalizing sellers for that half day when the post office was open. I am not even sure if all post offices were even open on those ''Eves'' across the country. Not sure how they counted this for Black Friday.

The CSA gave me no indication the performace ratings will be fixed but only stated this would not count against me. Am I to believe this? So in the coming months I could possibly be losing my TRS discount if tracking isn't loaded in the stated time.

Seems to me these so-called glitches are just more ways to manipulate results but sellers are calling them out. All sellers should keep making known all of these glitches. I hope the OP gets their scores fixed and am interested in knowing if ebay will follow through with what they stated.
eBay Confirms DSR system Glitch, Will Remove Low D   eBay Confirms DSR system Glitch, Will Remove Low D
by: Bloggo This user has validated their user name.
       
Wed Jan 23 15:00:27 2013
"Low DSR scores can not be removed except by a court order." Absolute rubbish. If ebay wanted to, they could remove every last one of them.  
eBay Confirms DSR system Glitch, Will Remove Low D   eBay Confirms DSR system Glitch, Will Remove Low D
This user has validated their user name. by: Philip Cohen
       Web Site
Wed Jan 23 15:51:43 2013
Unfortunately, as most people more than a day old learn, eBay’s nominal policies have little to do with reality—unless there is some negative effect on eBay’s bottom line … The same applies to “glitches”; unless they are likely to have some affect eBay’s bottom line …

“eBay CSA's tried to dismiss the low DSR score as unimportant” … Ah, a dose of reality …

“After telling the story and reading the requirements to two different agents and spending close to an hour on the phone (most of it on hold)” … some more reality …

“The second agent allegedly made notes on my seller account to the effect that the low score is the result of a glitch so that it does not negatively impact my next performance review.” … And given that such reviews are probably undertaken by a poorly constructed eBay Boolean algorithm incapable a reading comments, you believe that such a notation (even if actual) about a “glitch” will cause your account to not be adversely affected … dream on … Regardless, I like the OP’s use of the word “allegedly” …

Can I repeat, eBay’s nominal policies have nothing to do with reality; if you are lucky and you get a CSA with an IQ above 50, just maybe your extensive time listening to their musak may be worthwhile; otherwise …

You do know that the eBay/PreyPal CS system is set up to constantly rotate callers so that every caller spends at least one hour listening to musak; it’s a quite brilliant Bain idea of discouraging consumers from wasting a corporation’s costly human resources, the excessive cost of which, if they invested in sufficient human resources, would detract from the bottom line … the nominal cost of musak is an extremely cost-effective investment …

@bitbybit, any program designer with any intelligence builds into such algorithms a period of grace: tell the peasants one day; allow them two days. Not ebafia … clunk, clunk, clunk …

eBay / PayPal / Donahoe: Dead Men Walking
eBay Confirms DSR system Glitch, Will Remove Low D   eBay Confirms DSR system Glitch, Will Remove Low D
by: bitbybit This user has validated their user name.
       
Wed Jan 23 16:58:42 2013
Should have noted as a reminder that the "Eves" were on Monday with Christmas and New Years Day on Tuesday making the USPS post office not fully operational for 4 days.
eBay Confirms DSR system Glitch, Will Remove Low D   eBay Confirms DSR system Glitch, Will Remove Low D
by: AgendaSwallowsAll This user has validated their user name.
       
Wed Jan 23 19:04:42 2013
There is absolutely no doubt in my mind ebay manipulates scores if the need comes about. We have a secondary account used mainly for items we feel will sell internationally as international buyers can't wrap their heads around rates applicable to international ship in spite of our best effort to educate in listings that offer Free U.S. Ship. We have a listed U.S. ship rate in our listings on that account, a rate that is well in line with 90 percent of all others, the 90 percent who understand the concept of business yet after having maintained a 5.0 for S&H with minor variation over the past few years, we dropped to 4.90 2-3 months ago, just after our latest evaluation on 1-20 to 4.80 and then here it is 3 days later, we're at 4.79 when the last feedback left us on a sale was on 1-17. We are currently TRS on that account having attained it some months ago once we began utilizing it a bit more than we had.

Things have to make sense, our S&H dropped the .10, we blocked every single buyer over the prior month who purchased from any of our listings that had a ship rate which turned out to be 6 individuals as we have no other line of defense. There can be intellect applied to the .10 drop, we ran across one ignorant individual, 5 others were harmed for it. There's no point if intellect applied to the second .10 drop, not a single ''1'' score left us and with as few sales as we had, everyone or near everyone who did purchase from our listings that had a ship rate entered would have had to leave us a 2-3 score and there isn't a shred of intellect that would support such having occurred.

I'd say it's all going to catch up with the site but it already has, they long past insulted anyone who had a shred of intellect both buyer and seller alike. Now even they who never had a shred are being insulted. Nowhere to go from there, it has in fact caught up to the site and the end although slow in coming is in fact on its way.  
eBay Confirms DSR system Glitch, Will Remove Low D   eBay Confirms DSR system Glitch, Will Remove Low D
by: Patricia This user has validated their user name.
       
Thu Jan 24 12:55:12 2013
I wish they'd just stop meddling and bungling everything up.  Of course, they never lose...they simply blame their blunders on the sellers!
eBay Confirms DSR system Glitch, Will Remove Low D   eBay Confirms DSR system Glitch, Will Remove Low D
by: comet This user has validated their user name.
       
Fri Jan 25 01:20:08 2013
I sold and mailed two similar weight/package size items on the same day;  got paid and mailed them at the same PO etc.  Not that far apart in mileage from me and NOT in any storm or other disaster affected area of the nation either.  

Now--one little package got waddling right along and got to it's destination in jig time.  

One apparently decided it was a fan of "Jersey Shore" and lingered--and lingered--in some processing center in Jersey for--a WEEK.  I kept checking and checking the tracking info in the vain hopes that the bloody thing would MOVE.  But--nope.  IT sat.  

Now--please can someone TELL ME HOW THIS IS MY FAULT?   I am no longer TRS (due to the forced returns) but heres the thing--I am pretty SURE that even tho it is CLAIMED that the delivery time is NOT "ranked" against a NON TRS seller--I am pretty SURE somewhere it DOES count against you.

Sooo--I sell an item;  pray for payment;  get paid;  pack it up;  trudge to the PO;  get a DEL CONFIRM;  enter the DC number right away--and--hold my breath????  

I am sick of being held "hostage" to the notion that the PO is capable of getting ALL packages to anywhere in the US--and Alaska and Hawaii!!!!--in UNDER 4 days time.  And if they DON'T---it's MY neck on the line!!!!!!

Whose bright idea WAS this?????
eBay Confirms DSR system Glitch, Will Remove Low D   eBay Confirms DSR system Glitch, Will Remove Low D
by: WiLass This user has validated their user name.
       
Fri Jan 25 02:19:50 2013
Hope he recorded the conversation or got in writing.Several yrs ago, glitch(actually virus) affected some of our ebay paypal links.Items paid reversed & marked unpaid and other crazy things like stopping our emails from going thru.  Took ebay month to find problem despite our complaints. Took them two months to fix (MSN techs actually found it on my system and fixed my computer). They never repaired damage ie We got promises negs would be removed, they were not, many of us got kicked off for the negs.I was lucky,  it messed up my emails (did not get them for a month)and PP links, some had their hard drives affected.

I finally was reinstated by going thru my state's Attorney General for Consumer Protection.ebay had to explain why I was dumped. They actually called me, reinstated me and I told them I would never sell there again. Goodbye (ebid.net convert).

Staff at ebay either knows nothing, OR they forget what they know very quickly. Horrible experience to be lied to like that. I paid them at least $6000 a year in fees and that happened and they close me down and claim ignorance that anything happened to their system.  There were many of us that this happened to.  
eBay Confirms DSR system Glitch, Will Remove Low D   eBay Confirms DSR system Glitch, Will Remove Low D
by: bb6 This user has validated their user name.
       
Fri Jan 25 09:24:24 2013
@comet - I recently shipped 34 packages. 18 of them were frozen in time in the Philadelphia sorting facility for 5 days. I called the po put in claims. Then the packages all started moving again. Also let the buyers know what was going on. They had an avg time of arrival of 8-15 days when all said and done. I received 18 1s &2s for shipping time. How the hell is it my fault? Anyone with a brain can see the tracking # and that I sent everything out within 2 days. Now it's my fault the post office screwed up. I have a feeling it has to do with Pennsylvania closing 1 of their 2 main sorting facilities and now all the mail is going to 1 and they can't handle all the mail.  
eBay Confirms DSR system Glitch, Will Remove Low D   eBay Confirms DSR system Glitch, Will Remove Low D
by: captain obvious This user has validated their user name.
       
Fri Jan 25 10:44:30 2013
@bb6

Of course its not your fault. And im sure the buyers understand its not your fault, but they were displeased with the shipping times, and needed somebody to take out their frustration on. They surely couldnt do it at the post office, and eb allows for this type oif behavior.  

Along with these problems, they flat out lie to you on the phone, and wont repsond to emails, other than with generic preformed messages

They have no transparency.   Im not sure if amzn is any better dealing with customers, but they surely cant be much worse.

I read an article from a wall street blog, that stated how eb wanted to become more and more like amazon and eliminate auctions. But in another article it said that eb is not like amzn, in that transactions are person to person, and not with eb themselves.  So they have their scapegoat either way, if things dont work out. Last time i checked, amzn has a marketplace that you deal with other sellers other than amzn directly. They have wallstreet so fooled..
eBay Confirms DSR system Glitch, Will Remove Low D   eBay Confirms DSR system Glitch, Will Remove Low D
by: FREDDY This user has validated their user name.
       
Fri Jan 25 11:06:59 2013
OF COURSE IT IS ALWAYS THE SELLER FAULT. IF THEY ADMIT ''GLITCH'' WAS THE CAUSE. THEY WILL NOT REMOVE ANY BAD MARKS ETC. HOWEVER, IF YOU HAVE A FRIEND OR FAMILY MEMBER THAT IS A LAWYER OR SAY EDITOR OF MAJOR PAPER, THAT WILL STEP IN FOR YOU - THREATEN LEGAL OR PUBLIC ACTION - THEN YOU CAN HAVE YOUR WAY. OTHERWISE ''NOISE'' SHUT UP.
THIS APPLIES TO THE OTHER SITE AS WELL AS EBAY.
IT DOESN'T MATTER IF IT IS THE USPS OR UPS OR ACT OF GOD. IT IS THE SELLERS RESPONSIBILITY - PERIOD.
JUST WONDERING WHAT WOULD HAPPEN IF WITHIN A SAY - 2 WEEK- PERIOD ALL 50 STATE ATTORNEY GENERALS REC'D A MILLION COMPLAINTS AND WANTED ACTION - RE EBAY/PAYPAL. WOULD ANYTHING GET DONE? YES I BELIEVE THERE A MILLION SELLERS/BUYERS IN EACH STATE THAT HAVE - HAD PROBLEMS WITH SAID COMPANIES. IN ADDITION SEND A COPY THAT YOU SEND TO THE AG'S TO EDITORS OF MAJOR NEWS ORGANIZATIONS. BE INTERESTING TO SEE ANY OUTCOME - IF ANY. UNFORTUNATE THAT I STILL THINK MONEY TALKS AND NOISE WALKS IN THIS COUNTRY.  
eBay Confirms DSR system Glitch, Will Remove Low D   eBay Confirms DSR system Glitch, Will Remove Low D
by: whybuy/freerental This user has validated their user name.
       
Fri Jan 25 12:51:10 2013
Lost TRS over the glitch a few days ago.

I have been on the phone several times trying to get it fixed.

I have proof that it is from the glitch and csr confirmed my findings. Their solution.....just wait a month or two and the false low DSR's will fall off and you will be TRS again.

They will not remove the low DSR's. I asked them to read this post and they said ''absolutely NOT''.

They continue to say that they can not and will not fix the false scores and then they wonder why I have went from 2000 listing a month to less than a hand full. .  
eBay Confirms DSR system Glitch, Will Remove Low D   eBay Confirms DSR system Glitch, Will Remove Low D
by: doboy This user has validated their user name.
       
Fri Jan 25 14:13:20 2013
Glitch?  Rhymes with the name I used for one who dinged my DSR score for communication.  Sent her a Paypal refund with a note.  Because I did not send her a separate note to her email address, she was miffed and dinged me.
eBay Confirms DSR system Glitch, Will Remove Low D   eBay Confirms DSR system Glitch, Will Remove Low D
by: bitbybit This user has validated their user name.
       
Fri Jan 25 14:20:59 2013
@FREDDY

Please stop the CAPS. Very difficult to read and hard on the eyes.

Thank you.
eBay Confirms DSR system Glitch, Will Remove Low D   eBay Confirms DSR system Glitch, Will Remove Low D
by: mjr55 This user has validated their user name.
       
Sun Jan 27 17:16:00 2013
OP, what you need to do is find the exact transactions you got 1 or 2 ratings on due to the glitch.....do it by running detailed seller reports.

Then, call Ebay with the item number and show you met all requirements for an automatic 5 rating....I would bet they remove it.

It just seems easier than trying to show Ebay all your listings qualify...and thus you should not have received any 1 or 2 ratings.
eBay Confirms DSR system Glitch, Will Remove Low D   eBay Confirms DSR system Glitch, Will Remove Low D
by: Davina T This user has validated their user name.
       
Mon Jan 28 12:26:00 2013
When we put our packages into the care of the USPS service, we do not have extended "follow the box" eyeballs. Ebay should not penalize sellers if boxes are stuck in the Twilight Zone.  


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