|EcommerceBytes-NewsFlash, Number 3305 - April 18, 2014 - ISSN 1539-5065 1 of 3|
eBay is now providing sellers with a preview of a new dashboard to let them see how eBay is assessing their performance under new guidelines that go into effect in August. The new standards have the potential to change sellers' standings in search results as well as their Top Rated Seller status. Complaints from sellers began rolling in on Thursday about the criteria eBay is using to judge their performance.
eBay announced the forthcoming revisions to last month as part of the Spring Seller Update. The marketplace is instituting a new defect rate that, among other things, counts neutral feedback as a defect as well as transactions cancelled by the seller "due to stock out or item sold to another buyer." It also changes the impact of Detailed Seller Ratings on seller performance metrics.
Sellers can run a detailed report from their seller dashboard showing transactions that contain defects as defined in the new performance standards. Updated each week, the report includes:
eBay advised UK sellers to look at their seller dashboard to find out their projected status. "You can see how you're performing against the new standards and any areas that need attention. You can also download the transaction defect report from the seller dashboard which will give you your transactions with defects to help you pinpoint any problem areas."
Sellers who did look at their projected status had plenty of complaints about what eBay considers to be a "defect."
"My issue is with cancellations," one seller wrote. "I'm getting dinged for accepting returns for any reason???"
"Defect for item not received because the Post Office loses a package is up their in the Top 5 of Ebay's insane policies, IMO," wrote another.
Another seller told EcommerceBytes eBay was counting as defects claims that he had won - including an Item Not Received case in which he proved through tracking that his package had been delivered, resulting in the case being closed in his favor.
eBay is hosting a webinar, "Getting the most from your seller dashboard," on April 23.
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Clarifying When Returns Result in eBay Defects - December 02, 2014
eBay Changes Emails Sent to Buyers and Sellers - August 08, 2014
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 email@example.com.
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