|Wed Jan 23 2013 11:53:49|
eBay Confirms DSR system Glitch, Will Remove Low DSR Scores
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.
Caught eBay Again
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