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EcommerceBytes-NewsFlash, Number 305 - April 29, 2002 - ISSN 1539-5065    1 of 4

eBay Changes Its Feedback & Customer Service Policies

By Ina Steiner
April 29, 2002

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eBay's Feedback policy is designed to keep its users honest by providing a place for members rate each other after a transaction. eBay rarely removes feedback. One case in which eBay may remove feedback is when both partners agree to a settlement when using an eBay-approved certified dispute-resolution services, such as Square Trade (http://www.squaretrade.com).

eBay announced on Friday that it has changed its Feedback policy so that, when a member files a case with a certified dispute resolution service, and the other member does not respond, the member who filed the dispute can choose to move forward with the process. However, when a member files a case, the other member will always have the opportunity to decline to participate, and declining is considered a response.

In related news, eBay said it would eliminate email addresses for reporting problems, and would require members to submit their questions via the Customer Support Webform, located in its Help section. The following email addresses will no longer be active beginning May 15th, 2002:

  • support@ebay.com
  • timesensitive@ebay.com
  • storeshelp@ebay.com
  • safeharbor@ebay.com
  • reports@ebay.com
  • ctywatch@ebay.com
About the author:

Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. She's a widely cited authority on marketplace selling and is author of "Turn eBay Data Into Dollars" (McGraw-Hill 2006). Her blog was featured in the book, "Blogging Heroes" (Wiley 2008). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com.

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