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Wed Feb 15 2012 11:41:10

eBay Asks for Feedback, DSRs Input: What Do You Suggest?

By: Julia Wilkinson

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Overheard in the eBay world: eBay is asking for actions that can be taken to improve Feedback & DSRs. Yes, they are actually asking for sellers' feedback on their feedback system!

Some of the key things that sellers would like to be changed, from checking out online forums:

- More detailed information on what the problem is when buyers leave a low DSR, so the seller can fix it. For example, are the DSR's mainly related to a specific product or line of products? The seller could then decide to stop selling that product or make specific changes.

- Since eBay wants to protect anonymity of buyers, one idea is to have a space where a buyer can leave a comment if he or she is leaving fewer than 5 stars. Depending on how they word it, it would not have to give away their identity, but would give the seller an idea of what the buyer thought went wrong.

- More control with the ability to block buyers with low feedback ratings.

- The "Communication" metric is vague; especially since eBay sends automated email notices to buyers.

- eBay should disclose it if a buyer has multiple id's, so when a seller does block a buyer, they can't come back at you with another id.

- Allow only one DSR for multiple items purchased that are combined in one shipment, except for "Item as Described."

- Don't allow buyers to leave any feedback if he or she has an NPB (Non-Paying Bidder) or a case won by a seller. "Whoopee that a seller can 'rebut' the comment - the rating, DSRs, etc. still stand," wrote one seller.

- Have eBay leave some kind of feedback or warning on a buyer's account for buyers who have non-paying bidder strikes against them.

What do you think are the most important things eBay can do (and bear in mind what they will realistically do) to improve the Feedback and DSR system?

I would personally like to see actual comments from bidders as to what they are giving me a low feedback about, or I really have no way of knowing exactly how to fix it.

Post your comments here on the AB Blog or in the AuctionBytes Facebook Group!




Comments (69) | Permalink

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eBay Asks for Feedback, DSRs Input: What Do You Suggest?   eBay Asks for Feedback, DSRs Input: What Do You Suggest?

by: Kelly This user has validated their user name.

Wed Feb 15 12:26:07 2012

Get rid of the DSRs altogether! If not, at least remove the buyer anonymity on the scores! They'd be less likely to leave glowing positive feedback, then ding your DSR scores that way.

Feedback should work both ways (ability to leave neuts & negs for sellers AND buyers) or don't have them at all.  

eBay Asks for Feedback, DSRs Input: What Do You Suggest?   eBay Asks for Feedback, DSRs Input: What Do You Suggest?

by: fAlken This user has validated their user name.

Wed Feb 15 13:25:01 2012

eBay should remove the DSR system all together.  They should have never introduced a system to the public that gave an incentive for buyers to rip off sellers.  It provides a crime of opportunity.  The fact that DSRs can so easily destroy a seller's ability to sell turns them into a weapon.

Ebay was so much better when they actually let the buyer have enough responsibility to actually make a decision on their own based upon the data presented to them.  That system worked very well, this new one encourages crime.

One of the worst parts is this, the system is open to continued abuse because once a seller is ousted from the site, chances are very likely they'll come back and abuse the very Buyer Protection program that got them shut down because lets face it, no supplier can beat free and that's exactly what eBay provides.

Ebay wants to coddle the diamonds whom already have their own sales channels, If I were a diamond, I'd be harvesting contact info and diverting future traffic to my own sites, I really would, I'd use eBay and my brand name as a catalyst to get low cost advertisment along with each sale I made.  It would be excellent.

GET RID OF DSRS Ebay, or leave them but DO NOT hold a seller accountable to the buyers opinion, use claims only as a basis for that.  They don't care though, they won't make any good changes, that doesn't fit with their history at all, at least post 2008.

Allow the buyer to make an informed decision based upon feedback like they always did before JD showed up.

eBay Asks for Feedback, DSRs Input: What Do You Suggest?   eBay Asks for Feedback, DSRs Input: What Do You Suggest?

by: cnjakers This user has validated their user name.

Wed Feb 15 13:26:19 2012

Mostly, I would like buyers to contact me before leaving negative feedback. Give me a chance to correct any problems. Why have a return policy if no one uses it?

eBay Asks for Feedback, DSRs Input: What Do You Suggest?   eBay Asks for Feedback, DSRs Input: What Do You Suggest?

by: 10 year seller This user has validated their user name.

Wed Feb 15 14:43:33 2012

All the suggestions above, but also how  about stop knocking off good sellers from top rated status if they have all 5's and never a neg or neutral. I have over 1100 feedback but slip below 100 sales a year because I create my own items which take time. I always make the dollar amount, but not volume.
Trust should be the biggest consideration if they want to retain buyers.

eBay Asks for Feedback, DSRs Input: What Do You Suggest?   eBay Asks for Feedback, DSRs Input: What Do You Suggest?

by: Another Coin This user has validated their user name.

Wed Feb 15 14:55:37 2012

Obviously I wish eBay would just get rid of the DSR system. However, buyers should not be able to leave a 1 or 2 AND positive feedback. Something is seriously wrong just in that alone and shouldn't be able to cause so much damage to the seller. It is a sad statement of our world today when a corporation is allowed to do this by enabling corruption and destroy livelihoods.

eBay Asks for Feedback, DSRs Input: What Do You Suggest?   eBay Asks for Feedback, DSRs Input: What Do You Suggest?

by: LOISD This user has validated their user name.

Wed Feb 15 15:24:29 2012

They need to have more common sense when to edit them, like when someone leaves a negative feedback saying the sale was great.

eBay Asks for Feedback, DSRs Input: What Do You Suggest?   eBay Asks for Feedback, DSRs Input: What Do You Suggest?

This user has validated their user name. by: TrentDep

Wed Feb 15 16:24:27 2012

The fact that a seller's potential for a discount of FVFs is tied into DSRs really needs to be addressed - it's simply far too easy for a buyer to have a major impact on a seller's fees, and therefor their ability to earn a living.

Not really DSR related, but I second 10 Year Seller's comment - item count should not be a factor in determining Top Rated Seller status - Ebay isn't concerned that I have been selling for 11 years, am @ 100% w/ 5 stars and zero compliance / claims - and qualify for Gold PS status by dollar value - since I am below 100 items sold, I'm denied the ~ Coveted ~ TRS ribbon. Guess it's just an easy way for them to deny a discount to yet another percentage of sellers...  

eBay Asks for Feedback, DSRs Input: What Do You Suggest?   eBay Asks for Feedback, DSRs Input: What Do You Suggest?

by: ggraves This user has validated their user name.
Web Site

Wed Feb 15 16:25:51 2012

Our buyers are snarky. We ship priority mail and have flat fees. We are getting low DSRs because of our shipping method and charges which are reasonable (to me IMHO.) There's no way to find out who gives low ratings and worse, no way to fix them.

eBay Asks for Feedback, DSRs Input: What Do You Suggest?   eBay Asks for Feedback, DSRs Input: What Do You Suggest?

by: BetterThingsToDo This user has validated their user name.

Wed Feb 15 16:40:25 2012

Like in the old wild west. Take a hot iron with the DSR's on it. Heat it to fire hot and embed it on Donot's forehead.

eBay Asks for Feedback, DSRs Input: What Do You Suggest?   eBay Asks for Feedback, DSRs Input: What Do You Suggest?

This user has validated their user name. by: Ric

Wed Feb 15 17:35:50 2012

Now they are asking for seller input??  After so many sellers have been driven off eBay because of the inequities inherent in the system eBay management devised, the horses have already left the barn.

Improvements must include:

Buyers must not be able to leave negative feedback until after they have communicated with the seller and the seller has had 48 hours to respond.

Buyers must be prevented from leaving 1 or 2 star DSR scores when leaving positive feedback. Low DSR scores would be greyed out and unavailable unless the buyer is leaving negative feedback.

Sellers who have received 1 or 2 star DSR scores without receiving negative feedback should be able to have those scores retroactively deleted.





eBay Asks for Feedback, DSRs Input: What Do You Suggest?   eBay Asks for Feedback, DSRs Input: What Do You Suggest?

This user has validated their user name. by: Philip Cohen

Wed Feb 15 17:47:44 2012

The fact is the current DSR system, and the way it is interpreted by eBay, is simply unconscionable, and even the shysters/imbeciles running eBay would have long ago recognized that.

If eBay is really looking at this "problem" it indicates that things really are getting desperate on the Marketplace; otherwise, they simply would not bother.

The coming first quarter financials might shed some light on why these cretins might now be considering doing this exercise.

Still, I’ll believe it when I see it …

eBay Asks for Feedback, DSRs Input: What Do You Suggest?   eBay Asks for Feedback, DSRs Input: What Do You Suggest?

This user has validated their user name. by: WOODJUNGLE! ON EBAY
Web Site

Wed Feb 15 19:03:51 2012

I've been saying for awhile now they are starting to seem desperate.  Traffic is continuing to decline.

The DSR is riddled with problems.  It needs to be fixed.

I want buyer transparency and the ability to voice my opinion on problem buyers.

They need broaden the ability to remove bad feedback.

One buyer 1 DSR. Not multiple.

I could go on all day.

eBay Asks for Feedback, DSRs Input: What Do You Suggest?   eBay Asks for Feedback, DSRs Input: What Do You Suggest?

This user has validated their user name. by: Nan
Web Site

Wed Feb 15 19:08:07 2012

The only issues that sellers should be accountable for are:
1) Item as described: YES / NO
2) Communication (only if ASQ is used): YES / NO / NOT APPLICABLE
3) Quality of Packing (which is not included in the current dsr's):  YES / NO / NOT APPLICABLE (for pick-up orders)

'Shipping time' is unclear, and appears to involve transit time which is out of the sellers control.

'S&H charges' are clearly set at the time of purchase and are agreed to as part of the price when the customer clicks that buy button.  They should not be able to come back after the fact and ding the seller for it.

eBay Asks for Feedback, DSRs Input: What Do You Suggest?   eBay Asks for Feedback, DSRs Input: What Do You Suggest?

by: Fruity This user has validated their user name.

Wed Feb 15 19:27:36 2012

4 years too late. I think their limp wrist of inclusion must of required a dozen executives to carry that one off. I wonder what prisoners think when the warden comes a callin'

eBay Asks for Feedback, DSRs Input: What Do You Suggest?   eBay Asks for Feedback, DSRs Input: What Do You Suggest?

by: pace306 This user has validated their user name.

Wed Feb 15 20:42:13 2012

As absolutely horrendous as the DSR system is, eBay will never change it .. so why are we all posting our  opinions?

eBay doesnt even believe that buyers are YOUR customers, they believe that they are theirs .. so what standing does a seller have?

eBay has said many many times that sellers are a dime a dozen and that buyers are the key .. so whos fooling who here?

Can someone point out where eBay is asking sellers anything? (a link or 2 would be nice plz)

Seller feedback on buyers was removed ages ago on the misbelief that if buyers get bad reviews they wont come back .... but eBay - do you really want bad buyers on your site?

Most of my buyers are great people - who only want a good item at a great price - which is what I do - just like everyone else here. I'd have no reason to leave bad reviews or ratings on them... its the undesirables - the ones that ding you for things you cant control (ship times, customs fees, expectations on items above and beyond normalcy) they are the ones I want to ''neg''.

I doubt eBay cares what sellers think - especially in light of JD's speach at CES. Buying groups and thier large sellers are who eBay wants to cater to ... in fact they already mentioned that they are thinking about creating a new tag/symbol for ''authorized dealer''. What would that do to all the jobbers and closeout people, or the small sellers who buy second or third hand!?

I dont believe they care what sellers think for a second!

eBay Asks for Feedback, DSRs Input: What Do You Suggest?   eBay Asks for Feedback, DSRs Input: What Do You Suggest?

This user has validated their user name. by: WOODJUNGLE! ON EBAY
Web Site

Wed Feb 15 21:50:02 2012

@pace

"ebay will never change it"

They always change it, and they will again.  I've been told that there may be a big overhaul in january of 2013 of the system that will give a bit of an edge back to sellers.  We'll see if it actually happens. Probably nothing before them.

eBay Asks for Feedback, DSRs Input: What Do You Suggest?   eBay Asks for Feedback, DSRs Input: What Do You Suggest?

by: mickeyfinn This user has validated their user name.

Wed Feb 15 22:15:34 2012

The following is a response I posted elsewhere in regard to a question about 'rating buyers'.  It would seem appropriate to repeat it here:
_ _ _ _ _ _ _ _ _ _

''As the article states, “buyers are the people who are hard to find” – so ANY disincentive is a bad thing and will affect every sellers’ bottom line by chasing away a hundred UNtroubled purchases from a buyer who has had one bad experience.

This observation should fall into razor sharp focus when you consider the mobility of the online buyer. They can have six windows from different merchants in front of them, offering the immediate sale of an item. Which seller they choose is a function of many variables – but if they get down to a toss-up between two, the deciding factor may be something as trivial as a free 2 gram satchel of pot-pourri or even just the colour scheme of the website… and they won’t even have to endure the gaze of staff, let alone make excuses.

So – with such a delicate and sensitive subject – how COULD you get a rating on a buyer?

I take my suggestion from the method I use to assess a seller. The key element of which has been presented above by <a previous poster>.

It has been my observation that, invariably, any critique will reveal far more about the AUTHOR than it does about the subject – so, rather than have anyone else rate a buyer, we simply use the ratings generated by the buyer themselves – that is “Feedback left for others”.

If they leave 3 Negs out of 10 feedback, they will have a score of 70% on ‘Issued Feedback’. Likewise on ‘Issued DSRs’. (Do we label these ‘IF’s and ‘ID’s?) These will show patterns of the buyer’s attitude and perception – and will highlight those who seem to be terribly ‘unlucky’. It will also show buyers who view a DSR of ’3′ as being average.

There is an added bonus to this as well.

With the diminishing interest in leaving feedback for sellers – and the subsequent increased sensitivity (of a seller’s standing) to Negs – buyers will me more motivated to leave good feedback when it is deserved, since that will make them look good. This same motivation would, I would hope, also influence the leaving of Negs to be more honest.

The magic of this system is that it is all their own work.

However, that is also its greatest failing. It requires the buyers to take responsibility for their own actions.

The other thing is that all the data for these ratings is already being captured – so the only programming change is a couple of simple calculations and a display. I already do a similar mental assessment when I am checking out a seller, so this only makes that assessment more objective. The feedback calculation simply uses information already available in detailed form. The DSRs would be the only extra information, but would be presented as an average per category, just as it is for sellers.

This is just a thought and I will hearken back to my opening comments … If the powers that be believe this idea holds any disincentive for a buyer, do not expect it to be taken up.''
_ _ _ _ _ _ _ _ _ _

eBay Asks for Feedback, DSRs Input: What Do You Suggest?   eBay Asks for Feedback, DSRs Input: What Do You Suggest?

by: used2luv2sell This user has validated their user name.

Wed Feb 15 22:19:45 2012

Thanks for asking, but I'm sure your CS Reps told you what I've been telling them - they said they would!

All 1's with glowing positive FB = Liar

Communication - what is this???  Do you want me to write them a letter?

Leaving all 1's - DID YOU CONTACT YOUR SELLER?  You ask me if I contacted my BUYER all the time!  Are buyers so stupid that they have no responsibility?  (but yet they can ''grade'' me and have me punished)  Did you do a background check on your new wonderful buyers and send them to class so they know how to rate me?  (Just asking because that set of 1's stays on there for a whole year, so I'd like to know that they are very qualified & know what they are judging - you know, not the post office delivery time, but when did I HAND IT OVER TO the post office?  Uh huh - I thought not)

Description - can you PLEASE MAKE the buyer READ them - and look at the dozen photos?  The questions they ask tell me they do not do this.  Want proof - read my emails on YOUR system.

Delivery time - Buyers ask ME if I can GUARANTEE delivery time!  This is how stupid buyers can be - and I tell them, I'm sorry but the PO can't guarantee ME delivery time, so I can't do that for you.  I think I got all 1's from these buyers.

Postage - I consider it extortion when a buyer tells me after the sale that the postage is too high - last time was first class mail, so it wasn't over $3.41 postage to begin with.  Once again, didn't contact me before bidding, but managed to after winning.  I think I got all 1's from this buyer.  

Ebay admits (well, Goldie in India did) that these DSR's are opinions and says the buyer has a right to them.  However, it is a FACT that my postage cost and ship date are on the Ebay system, so allowing lies that Ebay can track is reprehensible.

Buyers forget that they took a few days to pay, but then want the item delivered yesterday.  I think I got 1's from these buyers.

Lose me as a seller, you lose me as a buyer.  I don't NEED junk from China - I can go to Walmart and it may cost more, but you've pretty much gotten me to where I hate Ebay - a comment I hear from LOTS of SELLERS these days!  We chat off the Ebay system so you can't read our emails and hold them against us big brother!

I've been hit recently with all kinds of Ebay and Paypal baddies - been on Ebay 12+ years, selling for 5+ with no issues.  Pay my bills, ship promptly, pack carefully, email most customers unless I just don't have time, charge as close to exact postage as possible, etc.  I have cried over the treatment I've gotten recently when I went over the top with another 1 on my account with + fb, would buy from me again!  Lost top seller, 20%, power seller, no free listing days, less visibility, paypal funds held until I prove myself as a ''new ebayer''.  Seriously, Ebay you suck treating us this way.  Every day I look at my account it comes up with a big BELOW STANDARD warning for me.  Like I could forget.

But probably the biggest insult is that you keep offering me classes so that I can learn how to keep my customers HAPPY.  The customers who left me 1's want their items free with free shipping (the same free shipping ebay tells them they should be getting - just because shippers in China can ship to the U.S. FREE - how do they do that?  My PO will charge me to deliver a letter next door - imagine that!)  Shipping is NOT FREE so quit telling your stupid new buyers who can't add that it is!  

Sorry this is so long - I had to vent as this week has been Ebay hell for me - I was blindsided & here I thought Ebay loved me. :(

eBay Asks for Feedback, DSRs Input: What Do You Suggest?   eBay Asks for Feedback, DSRs Input: What Do You Suggest?

by: Tarae923 This user has validated their user name.
Web Site

Wed Feb 15 22:47:07 2012

Lots of great suggestions so far... I second the one that says buyer must contact seller and wait 48 hours before a negative or neutral will be accepted. Give the seller a chance to resolve any issues!

Here are My suggestions:

1) Buyers should not be able to leave DSR for Communication if their email is invalid. It makes me crazy when I email customers shipping confirmation and their emails get returned as Failed. They’re not getting my emails, and they can say I have poor communication! NONsense!

2) Buyers are not fully informed about shipping times. ESTIMATES are given, but are based on a seller “centrally” located. I'm in Calif, so it will take longer for my package to get to NY, than a seller in Texas, but they’re the same number of days for eBay’s estimates to the buyer.

eBay Asks for Feedback, DSRs Input: What Do You Suggest?   eBay Asks for Feedback, DSRs Input: What Do You Suggest?

This user has validated their user name. by: WOODJUNGLE! ON EBAY

Wed Feb 15 23:04:57 2012

@tarae

Glad you brought that up. I have mentioned on numerous occasions to ebay that buyers in the central part of the country have an advantage due to shipping costs and transit times where DSRs are concerned. I am also in Cali.  People on the coasts are at a disadvantage.  Not to mention, Hawaii and Alaska. They don't care. The system is a joke.

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