Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Tue Mar 11 2014 09:45:48

eBay Makes Major Change to Seller Feedback

By: Ina Steiner

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eBay is making a major change to seller feedback as part of its Spring Seller Update 2014. eBay will eliminate two Detailed Seller Rating criteria in what will be a welcome part of the changes.

eBay will replace the four individual Detailed Seller Ratings (DSRs) as the main way eBay evaluates seller performance with a new single measure called the "transaction defect rate." Item as Described and Shipping Time will remain. The factors that make up a seller's defect rate include the following:

- Detailed seller rating of 1, 2 or 3 for Item as Described;

- Detailed seller rating of 1 for Shipping Time;

- Negative or neutral feedback;

- Return initiated for a reason that indicates the item was not as described;

- eBay Money Back Guarantee (previously known as eBay Buyer Protection) or PayPal Purchase Protection case opened for an item not received or an item not as described;

- Seller-cancelled transactions.

Starting in August, sellers can have a maximum 5% of transactions with one or more transaction defects over the most recent evaluation period. Only transactions with U.S. buyers will count.

eBay will implement the new defect rate as a seller performance measure in August.

eBay will be holding online workshops to help sellers understand the new standards on March 13 at 1 pm Pacific and on March 26 at 11 am Pacific.

eBay's seller checklist:




Other changes are on the way in the U.S., including changes to Managed Returns and a new extended holiday return policy. And in an effort to optimize for Google, eBay is making category and item specific changes.

Another change likely to be unpopular is changes to tracking: Top Rated Sellers, who must have tracking uploaded to eBay on 90% of their transactions within their stated handling time, must now have validated tracking numbers - meaning ones that eBay can validate - eBay must receive at least one carrier scan.

See more details about the eBay Spring Seller Update here - And details about eBay UK changes here - which will include fee changes.

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Perminate Link for eBay Makes Major Change to Seller Feedback   eBay Makes Major Change to Seller Feedback

by: JewelrySeller This user has validated their user name.

Tue Mar 11 21:40:59 2014

I'll take the glass half-full approach on this. Frankly, any tightening of the standards on eBay is a good thing for the platform as a whole as it forces all the crappy sellers on eBay to up their game.

I remember last Summer eBay was sending out seller polls asking for feedback about changes exactly like this. The fact that now they have been enacted almost to the letter tells me that in general seller feedback was positive.

When buyers have a bad experience on eBay they don't just stay away from that seller, they stay away from eBay period! So, in the long run, high seller standards are good for every seller on eBay (except the bad ones).

So, yes, neutrals should be counted. A neutral does not reflect a positive experience. Seller initiated cancellations should be counted, often those are because an item is not in stock. I see everyone complaining because there will be a couple of undeserved defect strikes...heck, I know I for  one have several of them in any given period. Some buyers *are* idiots, don't read descriptions, don't know how to use feedback etc., etc.

But let's be honest, that is a minority and with a maximum defect rate of 5%...if seller can't make that, he has *no* business selling on eBay. Even the 2% cutoff for TRS discount is attainable for any reasonably effective seller. The winers among you should remember that a 20% TRS discount is not a privilege. It is an incentive and if you don't want to go the extra mile, don't expect to be rewarded for it.

I hope this new change will have a positive impact on the marketplace. Judging from the comments on this board...it will.


Perminate Link for eBay Makes Major Change to Seller Feedback   eBay Makes Major Change to Seller Feedback

This user has validated their user name. by: Marie

Tue Mar 11 21:49:17 2014

Good Grief Freddy this is NOT just about small sellers.  This affects us all.  We are all in this boat.  Casual, small, medium, large, x large, and plus sizes.  This is one big boat.

Perminate Link for eBay Makes Major Change to Seller Feedback   eBay Makes Major Change to Seller Feedback

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

Tue Mar 11 21:55:22 2014

Um, I'm not a 'crappy' seller. I'm  in and out of TRS actually. Currently, I have not had one low DSR in 4 months with 200 plus sales per month.  This new  policy will insure that I will most likely never be TRS again, and may not even boot me from the site.  The problem with vintage goods is that there is way too much subjectivity.
Why Ebay never has distinguished this from selling new items, is beyond me.  I did ask a CSR today about the 3 rating for rating an item.  He said that they would be changing the description of what a 3 is.  This company never ceases to amaze.  

Perminate Link for eBay Makes Major Change to Seller Feedback   eBay Makes Major Change to Seller Feedback

by: rosachs This user has validated their user name.

Tue Mar 11 21:57:17 2014

''eBay Money Back Guarantee (previously known as eBay Buyer Protection) or PayPal Purchase Protection case >>>>opened<<<< for an item not received or an item not as described''

Doesn't this undo the last round of changes, where -opened- cases didn't count, only those that were not closed by the seller?  So now, if a buyer opens a case (as one did recently) so they can ''print the return label and have it tracked'', that gets held against me?  Even tho the buyer didn't read the ''No Returns'' policy?  Even tho the buyer confirmed there was no defect, only that they changed their mind? And stated so via eBay Mail?

Yep... eBay giveth (rarely) and eBay taketh away (frequently).

Perminate Link for eBay Makes Major Change to Seller Feedback   eBay Makes Major Change to Seller Feedback

by: PowerSeller2007 This user has validated their user name.

Tue Mar 11 22:02:57 2014

I once helped a buyer make the right selection for an item he need urgently.  I spent over 2 hours and educated the buyer on the item.  

Since he has urgent need, I drove back, packed his item and to the post office just for his item.  

Surely, I loss money but was happy to help a buyer in need.

To my BIG SURPRISE, I got a Neutral Feedback.  When I asked the buyer, he said he was 100% happy with the transaction so I passed and get a Neutral.

I bet if I have given my item for free beyond free shipping, I might have a better chance to get a positive feedback for buyers like him.

Ebay does not educate ebay buyers and ignorant buyers are very common on ebay.  

Ebay also lured thieves with money back guarantee, 90 days FREE USE and RETURN (including postage fee FULL REFUND).  

Ebay self-destruct button was activated and count down has begun.  

For many buyers, NEUTRAL is a PASS.
75% is a PASS. 4 stars is 80% should be beyond PASS.

ebay has ulterior motive to rate a NEUTRAL a failure.  ebay is surely purposely confusing buyers with rating system and making them working against small American ebay sellers.  Someone need to take JD to the judge.

Perminate Link for eBay Makes Major Change to Seller Feedback   eBay Makes Major Change to Seller Feedback

This user has validated their user name. by: Marie

Tue Mar 11 22:05:03 2014

@jewelry

You may want to revisit the update.  There are things in there that will encourage sellers NOT to provide good customer service.  There will be things sellers would normally not ever do but because of these changes they won't have a choice because they have to protect their accounts.

I saw those surveys and in at least the ones I saw, this kind of stuff in this update were not covered.  You of course may have been sent a different one that I received.

Yes it is true.  All this stuff should count against us like neutrals, cancellations and the like.  We are still human and we need to become more like robots.  No honest errors allowed.  No mishaps can be tolerated. We can not appear to be human in any way.

Under the current items used for evaluating sellers, they are taking away the two DSRs that have auto 5's for many sellers and replacing them in the eval with a half dozen other things.  You think 5% is going to protect most sellers, I think you are in for a real surprise with a better understanding of the impact happens.  And hopefully when you discover that that 5% is really difficult to stay under, you won't be one of the first sellers to go.  As I'm sure you feel you are a good seller from the way your posting reads.  

Experience with the new rules will show how bad they are for the majority of sellers.  GOOD sellers.

To call others "winers" [I'm sure you meant Whiners, I prefer winners]over the TRS discount is pathetic.  Your world appears to be very small with very little room for others.

Perminate Link for eBay Makes Major Change to Seller Feedback   eBay Makes Major Change to Seller Feedback

by: comet This user has validated their user name.

Tue Mar 11 22:20:45 2014

Sadly I don't have much to say that hasn't already BEEN said---

They keep trying to push back ALL sellers that are NOT TRU--- sorry that was TOYS R US---and who else?  Coach?  Louis?  Burberry?  

I DO sell vintage---some one asked about this here---and I am NOT a TRS and have not been for a few years since the last round of "changes" took effect when I refused to ship for FREE and refused to accept RETURNS.  I sell used high end sportswear and gear---can you IMAGINE me selling something on Nov 1 and then having some kid snowboard in it all winter and return it just in time for the snow to MELT?  I often "pass"  on items that are great names and are in conditions I or my picky kids would use because I DON'T want to tangle with some even MORE picky ebay buyer.  Now the least little lint ball that can be brushed off with bare fingers COULD be the reason a buyer returned the item===or they could in reality decide that the item did not HOLD UP as they might have liked AFTER they used it hurling their bodies down mountains on planks of wood for THREE MONTHS.  

Sorry not taking that risk---will NEVER opt into returns.  

And as for "Seller cancellations"---I have very few of these (altho I have had several buyers DEMAND them for bizarre reasons)  but this winter I sold a very spendy down coat.  When I went to pack it up I discovered that the sleeve was ripped---prob a hanger got snagged on it and it went un-noticed til it came of the rack for shipping.  I immed CANCELED THE SALE and REFUNDED buyer AND offered him a discount on anything ELSE I had he might like.  I did have to have the BUYER take action to get the FVF's back---so ALL of this which WAS taking care of the BUYER---ebays precious lil' darlins'---would now make ME a BAD BAD VERY BAD SELLER!   Defective in fact.

And ---as to the poster who commented on how the "Neutral"  and even Negative SHOULD be the Final Word Of God---well---go and look at ANY major player on ebay and  READ thru their numerous Neut and Negs---and mind you lots of times these are in the THOUSANDS but  because of the volume of items sold this adds up to very little % wise---and SEE FOR YOURSELF the bizarre and unreasonable "reasons"  given--things like--No notation at ALL; or   "Got item it is great!" with a Negative donut; "Ring didn't fit" and a comment from the seller--"You didn't BUY a ring from me I sell car engines"----that sort of thing.  I have one in a foreign language.  One word.  I happen to have a friend who is a NATIVE of the same country and happens to be bi-lingual.  She could not figure out WHAT the person meant! But---according to the Great And Powerful Ho---this is MY FAULT and I should die.  

I DO so hope that Ichan and his hench people prevail here.  Anyone outside of Ebays contrived La La Land can clearly SEE the Emperor HAS no clothes.  

Perminate Link for eBay Makes Major Change to Seller Feedback   eBay Makes Major Change to Seller Feedback

by: comet This user has validated their user name.

Tue Mar 11 22:21:45 2014

Hey @ RIC---I NEED a new router-----any chance we could somehow meet up?  Would be happy to pass an email to INA to get in contact----

Perminate Link for eBay Makes Major Change to Seller Feedback   eBay Makes Major Change to Seller Feedback

This user has validated their user name. by: Anonymous Annie

Tue Mar 11 22:27:54 2014

Oh dear! So glad I don't have to deal with this. Next month I'll celebrate the one year anniversary of my final sale on eBay.

I reached my breaking point long ago... and I suspect that many more of you will discover your limits (and find new courage to explore other opportunities).

Just for fun, I started comparing my average month at eBay with my current life AWAY from eBay... here are the facts: TODAY I regularly sell *almost* as much in a SINGLE DAY that I used to sell in an ENTIRE MONTH on eBay.

Honest! Seriously. No lie. No exaggeration.

It didn't happen overnight... but if you're as sick of eBay as I was... if you have just an average amount of computer and web and photo and writing skills... if you've ever worked B&M retail before... then YOU CAN MAKE IT OUTSIDE OF EBAY TOO!

Good luck you guys. I'll be watching to see how this unfolds. But for now, it's back to work... I've got ORDERS TO FILL and ITEMS TO LIST!

Perminate Link for eBay Makes Major Change to Seller Feedback   eBay Makes Major Change to Seller Feedback

by: candy7122 This user has validated their user name.

Tue Mar 11 22:28:16 2014

Yes, I am guessing you will need to opt in to the 90 day return policy.  I would hope that just because you take returns that Ebay will not automatically enroll you in that extended refund option.  I have a feeling I will not be a TRS+ at that time so it will be a moot point.  I just know that if I don't get the 20% FVF discount I am not jumping through any more EBay hoops.

Perminate Link for eBay Makes Major Change to Seller Feedback   eBay Makes Major Change to Seller Feedback

This user has validated their user name. by: Puck

Tue Mar 11 23:26:31 2014

"So, yes, neutrals should be counted. A neutral does not reflect a positive experience..."

Thank you, Brian Burke.

Perminate Link for eBay Makes Major Change to Seller Feedback   eBay Makes Major Change to Seller Feedback

This user has validated their user name. by: Ric

Tue Mar 11 23:33:43 2014

@ Comet... I would be happy to help you out if you are looking for wired routers.

Since Ina is not a marketplace, or a message center let's do it this way....

Go to Bonanza and search Dell 05E911. Click on the red one, and message me through that listing.

Perminate Link for eBay Makes Major Change to Seller Feedback   eBay Makes Major Change to Seller Feedback

by: PowerSeller2007 This user has validated their user name.

Wed Mar 12 00:25:39 2014

When ebay gradually purged small American sellers, any ebay US Only Search results should only find the remaining US seller items

BUT ebay WILL bring ALL if not hundreds of foreign seller items in the search result  ... and thereby push back all small American sellers' items over 10 pages deep again.... EVEN with US Only Button active.  

Icahn, please take JD to the court for failure to keep ebay an HONEST marketplace.



Perminate Link for eBay Makes Major Change to Seller Feedback   eBay Makes Major Change to Seller Feedback

by: donald This user has validated their user name.

Wed Mar 12 00:55:43 2014




I agree PowerSeller2007. The site is so disorganized you wonder why is been this way for so long. They are looking for fault elsewhere instead of fixing where it is really originating.


.

Perminate Link for eBay Makes Major Change to Seller Feedback   eBay Makes Major Change to Seller Feedback

by: Steevo This user has validated their user name.

Wed Mar 12 01:37:18 2014

Wait a minute. Ebay cut JD's salary to $ 13.8 Million.  

You think he is gonna have to start washing his own car?  Maybe his salary was just too stratospheric.  I doubt he will be missing any meals.  

Perminate Link for eBay Makes Major Change to Seller Feedback   eBay Makes Major Change to Seller Feedback

This user has validated their user name. by: Ming the Merciless

Wed Mar 12 01:49:06 2014

I'm going to raise my prices beginning October 1 to reflect the percentage of rental returns I had during the recent holiday season.

Psychologists will tell you that holiday season brings on anger, depression, and increased substance abuse and these are the kind of buyers ebay has cultivated in recent years to the point they're way over represented.

Raising prices while going along with this ridiculous 90 day return requirement will discourage bottom feeders without losing discounts. Either way, however, our profitability will decrease but at least we can minimize unsaleable returns.

When you relinquish your discounts, The Ho wins.

Let's hope the stockholders sack him next month.

11 Main is allowing sellers to set their own return policies and will support them.

Perminate Link for eBay Makes Major Change to Seller Feedback   eBay Makes Major Change to Seller Feedback

This user has validated their user name. by: Ming the Merciless

Wed Mar 12 01:51:57 2014

OMG!

The under the bridge dwellers are predictably back in force here.

Take a long stroll, troll.

Perminate Link for eBay Makes Major Change to Seller Feedback   eBay Makes Major Change to Seller Feedback

This user has validated their user name. by: Marie

Wed Mar 12 02:47:46 2014

@ming

"When you relinquish your discounts, The Ho wins."  This is very true, but I refuse to offer a 90 day return policy.  That only encourages rentals even more and I will not willingly be a part of it.  You can remain TRS without doing the 90 day return, just lose the TRS Plus.  The lost discount is much cheaper than the potential returns.

Then just to add insult to injury.  Because of the 90 day policy, you get more returns which then may affect your defect rate.  So maybe you wouldn't be TRS anyways after you are all disinfected by Ebay's defects.

Perminate Link for eBay Makes Major Change to Seller Feedback   eBay Makes Major Change to Seller Feedback

by: Santini This user has validated their user name.

Wed Mar 12 03:55:36 2014

Awwww...poor widdle ebay. Shooting themselves in the foot...again. Look at it this way, the fewer toes they have left, all the better for the new king of ecommerce. Ebay is dead, long live 11Main! Be sure to open a buyers account with 11Main asap, and support the new marketplace!

Perminate Link for eBay Makes Major Change to Seller Feedback   eBay Makes Major Change to Seller Feedback

This user has validated their user name. by: Ed Gadfly

Wed Mar 12 05:21:45 2014

eBay holds it's sellers to a very high degree of excellence.

When are the sellers going to hold eBay to a high standard of quality?

You need to consult a labor lawyer. With all the rules and restrictions, eBay is telling you what to do and you have most likely become eBay employees.

At least you will be eligible for minimum wage now.

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