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Sun May 25 2008 09:35:31

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

By: Ina Steiner

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Sellers are concerned that eBay has changed the criteria for disadvantaging sellers in Best Match search - without announcing the change to sellers. I dug around and found we had reported that eBay's Jim Ambach said sellers who receive greater than 5% buyer dissatisfaction (BDR) in the previous 30 days or receive below average DSRs for S&H charges over the last 30 days would receive less exposure in Best Match.

Now the FAQs say, "Increase exposure for sellers with DSRs 4.7 and above and at least 98% customer satisfaction in the last 30 days (buyer satisfaction score will appear as "good" in the seller dashboard)."

Customer satisfaction of 98% equals Buyer Dissatisfaction Rate (BDR) of 2% - not the 5% previously cited. The BDR is used in other policies, like the PayPal 21-day hold - not sure if that remains at 5% or not.

Looks like change is the only constant on eBay these days.




Comments (71) | Permalink

Readers Comments

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%   eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

by: Randy Smythe

Sun May 25 09:54:36 2008

Ina, they must have looked at the numbers and too many sellers beat the 5% dissatisfaction requirement so they moved it to 2%. Just a guess.

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%   eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

by: g bell

Sun May 25 10:34:30 2008

......and how about SELLER DISSATISFACTION?????!!!!..........99% maybe?

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%   eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

by: Lisa

Sun May 25 10:38:51 2008

What a concept...Too many sellers are doing above excellent so let's raise the bar even higher. I really wish I knew the big picture Ebay has in mind. It's a mystery.

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%   eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

by: eBayCheerleederInTraining

Sun May 25 10:40:41 2008

You have to read what eBay says carefully.

2% and better get advantaged in best match

3% and 4% are neither advantaged or disadvantaged.

5% and worse get disadvantaged

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%   eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

by: Mandy

Sun May 25 11:15:41 2008

The problem with ebay is that they have been successful for so long that they completely forgot the initial problem every new marketplace would have after the start:

- Not sufficient quantity of sellers and high prices do not allow to attract enough buyers while enough buyers would attract more sellers.So basically this is a vicious circle in which both buyers and sellers are disstatisfied and the marketplace does not become successful

So what they are doing right now is reducing the number of sellers and making the remaining sellers increase the prices because of the falling buying power and disadvantages in the best match.This again will drive away even more buyers and sellers with them.

The plan is truly genius!

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%   eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

by: Bart

Sun May 25 11:15:57 2008

eBayCheerleederInTraining:

From the FAQs:

''On the other hand, sellers will get decreased exposure if they have more than 2% dissatisfied buyers (appears as ''needs work'', ''poor'' or ''unacceptable'' on the seller dashboard) or very low Shipping & Handling Charge Detailed Seller Ratings over the last 30 days.''

''Sellers with more than 2% dissatisfied buyers in the last 30 days, will decrease in exposure.''

''Sellers who will be demoted in Best Match for having more than 2% dissatisfied buyers will be able to see it on the Seller Dashboard...''

''eBay will not give an advantage or a disadvantage to sellers with low or no DSR scores, as long as they have less than 2% dissatisfied buyers.''

http://pages.ebay.com/sell/update08/rewardsfaq/index.
html

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%   eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

by: Randy Smythe

Sun May 25 11:31:02 2008

@ eBayCheerleederInTraining

The reality is; if you are not advantaged then you are by defintion dissadvantaged.

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%   eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

by: the-emperor-has-no-clothes

Sun May 25 12:00:53 2008

According to our ebay account manager, your best match ranking is based on the following:  DSR scores, 30-day feedback, the number of 1 or 2 DSR scores you receive, and finally the number of Not as described or Did not receive claims you have.  Not all factors are weighted the same so it is virtually impossible to figure out why you are being disadvantaged.  In the interest of transparency and seller improvement, it would be great to know how the 1 and 2 DSR scores are calculated as well as the last one I mentioned.  Our ebay account manager had no idea why we were being disadvantaged.  We have all 4.8s and 4.6 for shipping.  We have a 98.5% 30 day feedback rating.  Ebay person had no scoring system for the 1 and 2s and only guessed our issue was with the not as received or not described items.  After all of this we are officially ''Disadvantaged'' in the eBay magic formula.

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%   eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

by: bite me

Sun May 25 12:29:22 2008

Another reason why ebay sucks

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%   eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

by: PIST

Sun May 25 13:51:12 2008

Ebay, suspended us on D Day when feedback changed and also froze funds and imposed 21 day holds meanwhile funds that should have been released ie..... delivery confirmation confirms reciept of US parcel are NOT released and NO replies from Paypal or Ebay has stock cut and paste replies saying we have to wait 30 days.  After investigating any open disputes of 3 two were resolved long ago with Paypal proof of refund, had Ebay or Paypal investigated we would NOT have been suspended or fallen into this new ranking system, meanwhile the 3rd dispute is pending on NON reply from the party who initiated the complaint, why lodge a complaint if you are not going to follow up or reply or Ebay is not going to even mediate or bother to assist??? So 30 days wait to see what is clear, that we are in good standing and we can not make money to pay for fees that they keep reminding us are due regardless of their actions to freeze us from moving forward even though this should not be, meanwhile we have a decade of good service with no holds up til this point???  I hope they fall but hard.................

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%   eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

by: Patricia

Sun May 25 15:10:34 2008

Its pretty obvious that ebay is tightening the screws.  I fully believe they want a slow reduction in small sellers so they are just letting buyers hang them.  The reason they want a slow turnover is so they'll lose the least amount of revenue while turning the site over from small sellers to large sellers and retailers!  Best Match is simply another ploy to disillusion small sellers.  Check where your listings actually are compared to what your rating is...it just doesn't gel!

By now everyone should be diversifying.  Many sites are free to list on or at all time low prices.  USE them, grow them and make them competition for the monster - and don't forget to try to get your BUYERS to come with you!  Any seller who isn't already doing this is only fooling themselves.

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%   eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

by: Shelly

Sun May 25 16:46:19 2008

@the-emperor-has-no-clothes

you're disadvantaged because eBay raised the bar the other day now to be raised (advantaged) you have to have at least 4.7 in all DSR scores.  They are changing the rules freaking daily

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%   eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

by: tj

Sun May 25 18:07:28 2008

One day we will all wake up?
eBay are basically messing with too many things and it's all gonna turn nasty.....keep playing with the dog & it will bite you

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%   eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

by: tj

Sun May 25 18:12:45 2008

Sellers really need to start looking at their sell thro rate..if you are experiencing a drop off in sales; then it looks like YOU are being disadvantaged and YOU are the one paying eBay for NOTHING….Why oh why is there NO FTC/BBB investigation into eBay & their truly ridicules policies ????

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%   eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

by: Patricia

Sun May 25 21:58:53 2008

I never thought I'd feel this way after 10 long years selling on that site.  Truth is...as days go by I care less and less what Ebay does.  I think they're all crazy as they can be!  Nothing is going to change there till they hit rock bottom and are thrown out of office.  So, I'm just going to sit back and watch.

www.aceoart.net

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%   eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

by: horsemama

Sun May 25 23:10:41 2008

I don't know why anyone is still selling on eBay.

If you NEED the income, you aren't going to get it here by the time eBay fees you to death, Paypal holds your money, and newly empowered buyers followup with a chargeback.

If you don't NEED the income, why subject yourself to the aggravation?

The quicker everyone leaves, the quicker eBay will get IT.

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%   eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

by: Tony G

Mon May 26 00:54:45 2008

Ebay earns a high level of seller dissatisfaction here.

Migration seems like a smart choice.  
I don't say cut eBay off completely, initially.  But any seller not listing to multiple sites now might be late to the game.  

I just listed a bunch of stuff on eCrater after running  into some of my eCrater items in a Google search.

It was simple to just copy and paste right out of my eBay listings.  Without the eBay fees, I can even list them for less and still make a bit more when they sell.  Some of the new stuff I put up today already has some hits.  That's cool, it's encouraging.

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%   eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

by: sparki

Mon May 26 01:36:53 2008

I cut off eBay completely, took my buyers with me. I do better now that I don't have to charge huge prices just to cover my fees. Cut them off and dont look back. Eat Cake!

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%   eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

by: David

Mon May 26 01:50:35 2008

I think a lot of sellers don't quite understand the ramifications of this.

First of all if you have a 4.5 on shipping & handling charges you are going to be disadvantaged.  Sellers that offer free shipping usually have 4.8's. In order to get a 4.8 you've got to basically have inteligent customers (like sellers who sell shipping supplies), or offer free shipping. You can't charge a handling fee if you want a 4.6 or a 4.7

Second you get disadvantaged if 1 out of 51 customers give you a ''1'' or a ''2'' on any of the DSR catagories.

eBay Changes Buyer Dissatisfaction Rate from 5% to 2%   eBay Changes Buyer Dissatisfaction Rate from 5% to 2%

by: Matt

Mon May 26 02:18:24 2008

Ina, this is not surprising.  And regarding change as the only constant - this has always been so.

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