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Thu Nov 4 2010 19:22:41

eBay Giving Sellers the Boot over DSRs, One Speaks Out

By: Ina Steiner

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eBay has set up various mechanisms for dealing with poorly performing sellers, but has it gone too far? Some merchants are calling today Black Thursday as reports come in from sellers banned from the site due to too many low DSR scores.

Sellers say eBay has opened them up to abuse and extortion by bad buyers. They are now only allowed to give buyers positive feedback ratings, and buyers are allowed to rate sellers anonymously through eBay's DSR rating system.

AuctionBytes spoke to one longtime seller today in a podcast interview to learn how she feels about being shut off from selling on the site due to what eBay characterized as poor performance. Laura Trueman runs Truetiques and has been selling online for the past 15 years, and on eBay for 10 years. She describes what it's like to sell on eBay in the current environment and what she thinks eBay needs to do to return balance to the site.

According to Laura, even when she can prove to eBay that a buyer claiming Item Not Received did sign for her package, has email evidence of abusive buyer behavior, or when she has police evidence that a buyer returned an empty box, those buyers are still allowed to leave her negative ratings and low DSR scores.

Laura also said she thinks buyers don't understand DSRs. "They think it's a survey. They don't really clearly understand that when they put a 3 in, or a 4.2 in, it adversely affects the seller. They think it's like something you get in the mail and fill out and you just send back in." She also blames the economy - "people have become very greedy and mean," she said.

Laura is not alone - reports are coming in from other sellers who report eBay is giving them the boot. On this thread on the eBay Boards, a seller with 19,173 feedback ratings said eBay kicked him off due to too many 1's and 2's on his DSR ratings. "10 years count for nothing. You have no idea how much abuse a seller gets I will be better off without it," he wrote. Like Laura, this seller said he always refunded buyers, and, "if not abused," he would refund for return shipping as well.

Another seller reported that after 10 years on eBay and over 10,000 transactions she has been restricted from selling on the site. Like the two sellers above, eBay told her she had too many 1's and 2's for her shipping time DSR.

You can listen to Laura in this Ecommerce Industry Soundbytes podcast, and leave your comments below on whether eBay is doing a good job of cleaning house.

UPDATE: Looks like another one.




Comments (261) | Permalink

Readers Comments

eBay Giving Sellers the Boot over DSRs, One Speaks Out   eBay Giving Sellers the Boot over DSRs, One Speaks Out

by: kevin

Thu Nov 4 19:57:24 2010

I bet you could write a book with stories like these.  Same thing happened to us.  Buyers game the system, rate you poorly and ebay won't do anything about it.  Call for help, wait on hold forever and you get someone in India that reads from a script and is worthless.  Ebay is the definition of Ironic.  They can't even come close to upholding a standard they expect sellers to stick to.  I agree with everything Laura said, and best wishes to her.  Ebay needs to go back to SIMPLE.  Get rid of the drs's.  Go back to 2 way feedback and just set a bottom percentage as a threshold for buying and selling alike.  Get rid of the best match, which has never worked, and no one can figure out.  Lower fees across the board and quit calling fee increases "fee decreases".  Don't make tons of changes when you tell sellers you only roll them out 2x per year.  

Just go back to what made the site popular in the first place.  They fixed what wasn't broken and we as sellers are all paying the price.  Unfortunately, I doubt they will EVER get that until it's too late for them

eBay Giving Sellers the Boot over DSRs, One Speaks Out   eBay Giving Sellers the Boot over DSRs, One Speaks Out

by: buck efay

Thu Nov 4 20:06:08 2010

Gee, good thing Chinese junk peddler BUY has no worries about this! With 500 negatives & neutrals a month, one can only imagine how many 1+2 ratings they get. Ebay is acting in bad faith and helping aid & abet retail fraud by shielding BUY, the worst seller on Ebay.

Also, despite their lies to the contrary, shipping in one day & entering tracking# DOES NOT GUARANTEE a 5* DSR. They lied again, and said you would receive 5* on shipping time if you entered tracking within 24 hours of payment. A lie. My DSR just went from 5 to 4.9% despite every feedback noting fast shipping. Somebody slammed my dsr & ebay allowed it. Liars. Amazing how sellers are supposed to have 99% perfection, when Ebay's customer service ranking is below 70% in national surveys.

eBay Giving Sellers the Boot over DSRs, One Speaks Out   eBay Giving Sellers the Boot over DSRs, One Speaks Out

by: Red Ink Diary This user has validated their user name.
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Thu Nov 4 20:06:29 2010

Naturally I am sorry for anyone who is put out of business by eBay's insane policies, but, the writing has been on the wall for over two years!

eBay Giving Sellers the Boot over DSRs, One Speaks Out   eBay Giving Sellers the Boot over DSRs, One Speaks Out

by: Red Ink Diary This user has validated their user name.
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Thu Nov 4 20:09:13 2010

@kevin

You got India? Aren't you lucky, I got the Philipines when I called to b*tch about PayPal putting a hold on a refund (to me)

eBay Giving Sellers the Boot over DSRs, One Speaks Out   eBay Giving Sellers the Boot over DSRs, One Speaks Out

by: TOOKIE

Thu Nov 4 20:16:02 2010

I am a seller in good standing on eBay.  We float between Top Rated and Above Standard.  We have sold on the site for 10 years.  We have decided to no longer sell on the site.

The visibility is too inconsistant, the search standings are out of our control.

As a matter of principle we will only do business with a company on whom we can build a relationship and rely on.  We cannot rely on eBay no longer.  We have been patient with them, but the inconsistant results are not good.

If we rented a physical commercial building we would not rent a building where there was 2 lanes of traffic in our store one day and 1 day the next.  eBay is no different.

So long eBay.  Amazon and other channels do not give sellers this treatment.

eBay Giving Sellers the Boot over DSRs, One Speaks Out   eBay Giving Sellers the Boot over DSRs, One Speaks Out

by: John
Web Site

Thu Nov 4 20:39:38 2010

Unfortunately for ebay execs the sales and traffic on ebay is proof of a failed policy. The DSR are opinions not grounds for suspension or restrictions. Ebay refuses to prove the validity of the ratings and is paying for it as sellers are leaving faster than water out of a sink.  I have gone from 200 sales a month a few years ago to maybe 30 this month as sales have plummeted in the last few weeks. The sellers are getting removed because sales are so slow that a couple of bad ratings change the percentage quickly in a downward direction. Buyers are smart, guess what prices are cheaper elsewhere with ebay charging a 12% fvf you definitely can get it cheaper elsewhere. I was a TRS I guess I cannot maintain the perfection required by John Donahoe. Buyers we welcome to my off ebay business as my sales on my website, atomicmall and bonanza are starting to move

eBay Giving Sellers the Boot over DSRs, One Speaks Out   eBay Giving Sellers the Boot over DSRs, One Speaks Out

by: Think about it

Thu Nov 4 20:48:08 2010

I disagree with her. If you check her Truetiques feedback it says it all. Even if buyers gave low DSR's they told her why in the feedback. She didn't correct anything and just continued to give crappy service.

Glad she is gone. She earned the right to the penalty box.

eBay Giving Sellers the Boot over DSRs, One Speaks Out   eBay Giving Sellers the Boot over DSRs, One Speaks Out

by: buck efay

Thu Nov 4 21:05:15 2010

Ebay is a huge waste of time anyway. Finally made some sales, 9 out of 100, less than 1/2 were paid, and one sold to a German that ebay allowed to bid despite a international block & he refuses to pay shipping.

eBay Giving Sellers the Boot over DSRs, One Speaks Out   eBay Giving Sellers the Boot over DSRs, One Speaks Out

by: Jake

Thu Nov 4 21:10:03 2010

I have to believe seller churn has got to become a concern for all these marketplaces at some point.  Sellers cannot be a finite comodoty.

Although bad sellers should be removed it seems to me that eBay is overstepping it's bounds.  I know I have heard that the commuinication on Amazon seems to be one way, but at least that is a reliable platform where the expectations are very clear.

eBay Giving Sellers the Boot over DSRs, One Speaks Out   eBay Giving Sellers the Boot over DSRs, One Speaks Out

by: JEAN

Thu Nov 4 21:21:46 2010

All transactions are DOCUMENTED, date and time, logged on the eBay computer,

From date and time sellers list, to when bids taken, any communications back and forth, to end of sale, when the winner pays and when seller generates the shipping label and the delivery confirmation tells when label generated and when the package left sellers hand and was actually delivered to buyer.



It is disheartening to know that the sale ended at 10am, buyer paid at 2pm, seller took package to mail box by 4pm.  THEN 3-4 days later seller's feedback stars were dinged for slow shipping.  OR see our sellers stars dinged in communication column where there were no questions asked of seller.   When a seller goes out of their way to fully describe the item, buyer feels the need to ding the star because buyer misunderstood, buyer didn’t read the listing or buyer didn't ask questions and now have some personal buyer remorse.

Things will only change when EBAY realizes were are renting their auction site for the term of our auction listings...we sellers are NOT EBAY employees.

eBay Giving Sellers the Boot over DSRs, One Speaks Out   eBay Giving Sellers the Boot over DSRs, One Speaks Out

by: Ebays Angels

Thu Nov 4 21:24:57 2010

Not surprised.

These are the same idiots who forgot who the customer was, the people who pay the fees, the sellers.

These are the same idiots who counted neutral feedbacks as negative.

So when the Jockey stores gets hit with a rash of 1's and 2's will they be restricted?

eBay Giving Sellers the Boot over DSRs, One Speaks Out   eBay Giving Sellers the Boot over DSRs, One Speaks Out

by: buck efay

Thu Nov 4 21:44:51 2010

@ ebay's angels:
That question has been asked & Answered. One look at BUY with 500 negatives & neutrals a month. and you will see they are noty held to the same standard. I believe that what Ebay is doing is retail fraud, by artificially massaging feedback & hiding true customer opinions about BUY. On one side, they are aiding & abetting fraud by Diamond Sellers, while the rest of us are being defrauded by unfair DSRS and buyer ripoffs. Now that Jerry Brown has won, it's time to start a letter writing campaign about this den of thieves at Ebay.

eBay Giving Sellers the Boot over DSRs, One Speaks Out   eBay Giving Sellers the Boot over DSRs, One Speaks Out

by: Marvin

Thu Nov 4 21:45:14 2010

I too feel badly for those sellers who are wrongly getting the boot.

But my last sale on oBay was about 2 1/2 years and I most definitely don't miss the frustration and uncertainty of wondering if I'll get scammed by buyers.

I must add that I've never had problems. But the too many stories about sellers who did (including friends of mine) have me convinced I made the right decision.

I've never seen a company work so hard to destroy the community that built it :(.

It is refreshing to know that I'm not living in the past when ebay was a great place to be.

eBay Giving Sellers the Boot over DSRs, One Speaks Out   eBay Giving Sellers the Boot over DSRs, One Speaks Out

by: Ebay Angels

Thu Nov 4 21:49:25 2010

Someone mentioned crappy service and glad she is gone.

Her feedback is 99% and her DSR's are all fine.

You have to appreciate that selling electronic devices to PITA young people who expect eBay to be like Walmart is not easy, even when you are refunded for what appear to be compatiblity issues which are spelled out in the auction listings.

Besides, eBay is only a venue. It is up to the bidder to review the feedback and decide if they wish to purchase/bid.

What eBay is doing is harmful to the site. They are policing the site based on a few mean-spirited anonymous users. The net effect is, fewer seller and limited selection. Little wonder I cannot find anything worth buying on the site these days.

eBay Giving Sellers the Boot over DSRs, One Speaks Out   eBay Giving Sellers the Boot over DSRs, One Speaks Out

by: Ebay is the dinger

Thu Nov 4 21:53:03 2010

A lot of the buyers don't realize they're dinging. Ebay keeps them in the dark. They think 3 is neutral, which they could interpret as no problem everything went as expected. And 4 is great and 5 is super duper beyond very good!
Most men don't go gaga goo goo over the transaction. Women are more expressive. Women will often say wonderful work. Men say "nice item".
There should only be 3 stars.
Bad, neutral, good.
They expect everyone to act like gushing schoolgirls when they leave feedback.

eBay Giving Sellers the Boot over DSRs, One Speaks Out   eBay Giving Sellers the Boot over DSRs, One Speaks Out

by: summer in the city

Thu Nov 4 21:59:08 2010



Two days *after* the election.

eBay Giving Sellers the Boot over DSRs, One Speaks Out   eBay Giving Sellers the Boot over DSRs, One Speaks Out

by: Ebays Angels

Thu Nov 4 21:59:10 2010

For folks who thinks the seller got what they deserved, here is some of the feedbacks which someone posted on the eBay thread:

Negative)10/14/2010: Buyer claimed not shipped when promised, paid for expedited delivery and it took too long ... listing clearly states $3.00 USPS 1st class mail which does take longer and no doubt their claim of not shipped when promised is purely based on 1st class delivery time. Seller states they shipped the next day.

(Negative)10/13/2010: Buyer claims the Bluetooth stereo headphones won't work with their iPhone and seller claims they provided information to research and make sure it would. Seller did provide link to manufacturers PDF which clearly states your phone MUST support both A2DP or AVRCP. Buyers iPhone supports neither and I was able to find all this in less than 2 minutes.

(Neutral)10/08/2010: Buyer states excellent product but seller shipped slowly and again the listiing clearly stated USPS 1st class mail.

(Negative)10/06/2010: Buyer states item broke day received and seller did not refund. Seller replies same date that refund was back in buyers account. That wouldn't be hard for eBay to verfiy and if true then the negative should have been removed and not applied towards sellers DSR.

(Negative)10/05/2010: Buyer claims defective item was refunded but not shipping. Seller states in reply to feedback that refund was made for item before it was even received back and would have refunded shipping too it seller had waited and not made negative feedback and comments. A little more to this surely because buyer is from UK and listing states Free Royal Mail shipping. Suspect buyer requested a more expedited delivery method and got too impatient.

(Negative)10/03/2010: Buyer leaves negative feedback because seller opens UID's agains NPB. This needs no explanation.

(Neutral)09/29/10: Buyer claims Bluetooth headphones were fine, charger was faulty. No reply from buyer here so not sure if a replacement was made or not but I suspect so based on other positive feedbacks stating prompt replacements of defective items. If a replacement wasn't made then buyer would most likely have left negative feedback.

(Neutral)09/26/2010: Buyer claims they asked for refund and got it so clearly the seller made good on the transaction but that wasn't enough for the buyer.

(Neutral)09/26/2010: Buyer claims item arrived unpackaged and dirty otherwise a good item. Listing clearly states that this item was not in retail packaing and was listed as "New other" meaning it could even have come to buyer as a factory second or defect but it worked fine and still they leave neutral.

... I could go on but interested parties on this thread can go see all this for yourself (I took the time) before posting your thoughts and if you go to the sellers feedback page #27 there are 2 negatives left that were replied to by seller and then follow-up by buyers indicating issues were resolved and yet eBay either refused or neglected to remove the negative feedback impacting sellers DSR. One of those clearly states in follow-up by buyer "This feedback is wrong, unfortunately I selected the wrong seller. Sorry..". It should also be noted that a majority of these negative and neutral feedbacks involved the same product item and on several occassions buyers made the comment that the item didn't come with a manual when the listing clearly states it does not and the seller went to the trouble to post a link to the appropriate PDF from the manufacturer so buyers could download it at their discretion. Do the research and then form your overall opinions of eBay's business management decisions.

eBay Giving Sellers the Boot over DSRs, One Speaks Out   eBay Giving Sellers the Boot over DSRs, One Speaks Out

by: buck efay

Thu Nov 4 22:17:51 2010

My last 1 DSR came because I refused to sell an item for 1/2 the price listed after a sob story. Knew I shoulda blocked that moron then, but they bought it & screwed me with a 1 dsr, and a neutral, then lied in the feedback reply.

eBay Giving Sellers the Boot over DSRs, One Speaks Out   eBay Giving Sellers the Boot over DSRs, One Speaks Out

by: funkyhomefinds
Web Site

Thu Nov 4 22:20:32 2010

Sadly, this is what ebay has wanted all along. eBay would rather have a thousand BUY-type sellers than a million small-sellers.

The odd thing is that every move ebay makes to get rid of the smaller sellers, all they're really doing is making more people sell on Amazon, ecrater, bonanza and other sites, or making them make their own e-commerce site.

In a weird way, the Goliath is creating a whole slew of Davids.

eBay Giving Sellers the Boot over DSRs, One Speaks Out   eBay Giving Sellers the Boot over DSRs, One Speaks Out

by: maine seller

Thu Nov 4 22:45:30 2010

Everybody Please NOTE: Diamond sellers are EXEMPT from the DSR's and CASE COUNTS!
They are EXEMPT~ CAN YOU BELIEVE IT????
I called Ebay MONTHS ago and asked if this was true and nobody could give me a straight answer!
Soooo, we small sellers are SUBSIDIZING THE DIAMOND SELLERS so that they can have FREE LISTINGS and they ARE NOT held responsible for their DSR's!!
Cases DO NOT COUNT AGAINST THEM and THEY KEEP THEIR TRS!!!
Can you BELIEVE IT.
JD is a CRIMINAL!

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