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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Readers Comments

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

by: Massachusets Howler This user has validated their user name.

Wed Mar 12 05:30:50 2014

If ebay "is so TRUELY SOOO concerned with buyer experiences" WHY can DIAMOND SELLERS get HUNDREDS OF NEGATIVES and NUETRALS a month and if I get just 1 (I have a 100% FB and have for YEARS) I am canned and they move along- If I get a negative I have "chased away" 1 buyer and TRU Chases of Hundreds a month????????

Yea, concerned with "chasing buyers away"- MY ARSE.
Mass Howler
Gee, in my 12 years I have had 4-6 negatives- TRU often DOES THAT IN A DAY.
This is all a load of you know what.

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

by: Massachusets Howler This user has validated their user name.

Wed Mar 12 05:34:49 2014

They chase away more buyers than me and my 12-13 YEARS in a single hour- compared to over a decade.
And trs sleeps at night and enjoys my old profits-THANKKKS JD.
I hope Icahn disembowels ebay.
I need a new job anyway- working on it now.
This is NOT about chasing away BUYERS- IT IS ABOUT CHASING OUT GOOD SELLERS= NOISE.
MH

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

by: Massachusets Howler This user has validated their user name.

Wed Mar 12 05:46:09 2014

This does NOT effect ALL sellers- it effects Small sellers- the big sellers are PROTECTED. This disproportionally effects sellers of USED- sellers of used do not sell new packaged items so we will get returns and buyers of new will have opened their packaging on NEW and will be unable/discouraged to return- opened packages.
This is a systematic effort to again put small original used sellers out of business for the next holiday season- just like the lack of EXPOSURE did it to us in holiday 2013.
MH

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

by: moto-science This user has validated their user name.

Wed Mar 12 05:47:55 2014

If the goal was more FVFs from sellers selling.....
These policies will only drive sellers away.
More complicated BS and such...
Ebay is an enigma these days.

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: Basset

Wed Mar 12 06:45:46 2014

As the change stands, FB choices should read: “negative”, “negative” or “positive”.


Neutral by definition means impartial or unbiased – NOT negative. If it is going to be re-defined as negative, then do away with the “neutral” choice.

By giving neutral equal treatment as negative, eBay is taking away the buyer’s choice of “neutral. Buyers likely don’t know choosing neutral is choosing negative - it has the feel of tricking buyers into leaving a negative when they may not want to. It would be more straightforward (honest) to only have a positive or negative choice.


By adding what should be a neutral “3” to equate a “1” or “2” negative stacks each DSR category to be weighted “negative”.  So, effectively DSR’s of 1 2 3 4 5 will equate 1 1 1 5 5 for seller bad marks.

During college the number ratings of 1 – 5 meant 3 was average or normal. I used to rate some classes a 3 if it was average. It was not presented as, nor did I think of it as negative. It just meant 5’s were reserved for classes that I felt were exceptionally well taught. Now, neutral is the new negative!

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 07:08:35 2014

95% of my transaction cancellations are from buyers who did not even knew they purchased the item.  It is ebay's fault.   Ebay threatened them with Unpaid Item Strike and so they begged the seller to cancel the transactions.

To ebay buyers and sellers, they are obviously a problem with ebay dropping the ball.  If the item is not paid within 1 hour or so, ebay should simply send a courteous reminder...

COURTEOUS... not including THREATS or WARNINGS which ebay normally send communicate with all of us....

I clearly remember that ebay sent very rude warning emails to my buyers for unpaid items... and it was worded as if the emails came from the sellers.  

So transaction cancelled has a lot to do with ebay's errors.  Why punish the seller?  

If seller disagrees to cancel transaction on behalf of the buyers because of ebay threats to punish the seller, I am sure we all could get 5 ebay-originated DEFECTs easily!

ebay's DEFECTs are Buyers' or Sellers' fault?  

A lot  of my attackers wanted FULL REFUND without returning the item.
So now, sellers could lost the goods, paid of the exorbitant postage and get hit on the head by ebay.

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: Rexford

Wed Mar 12 07:35:59 2014

As for the holidays, imagined or not, it was like eBay cut our server off during that time.  It would not surprise me at all if somehow cassini was manipulated during that time to steer business to the big box retailers on eBay. I'm not sure if others experienced this or not but the holiday season was a big yawn.

As for the 20% TRS discount, we stopped jumping through those hoops quite some time ago. We got tired of chasing the carrot and we just aren't going to do it anymore. As I've said before, eBay will offer you the carrot and the stick and you will end up getting beaten in the head with both.

I guess we can all see that eBay is not "just a venue".  eBay want to micro-manage businesses to the point where folks just want to leave, and many have.  

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

by: RCL This user has validated their user name.

Wed Mar 12 10:02:06 2014

I stopped jumping through hoops with the 14 day return policy. That is onerous to a small seller with unique and $$ items. I don't think they ever even clarified ''within 14 days'' or ''by 14 days''--on the 14th day, can the buyer seek return?  Anyhow, it can and will always get worse at eBay. They do not think of sellers as valuable because they have so many.

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

by: Patricia This user has validated their user name.

Wed Mar 12 11:39:54 2014

Isn't it time for ebay management to "grow up"???  They need something else to play with so that sellers can conduct their business in peace!  

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

by: Agent99 This user has validated their user name.

Wed Mar 12 11:44:28 2014

Just more noise from ebay. They're such a bore.  

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: Philip Cohen

Wed Mar 12 11:51:42 2014

And, eBay has just announced an increase in its U.K. auction fees, in some categories, from 10% to 11% (not doubt, they’ll do the remaining categories a little later). Is this the only way eBay can now counteract the steady atrophying of their marketplace and try not let their revenues be seen to be decreasing? I wonder how much further they will be able to increase their fees on the non-preferred sellers (undoubtedly, the preferred sellers won’t suffer these increases) before this house of cards finally implodes? Regardless, I don’t think that the smart money on Wall Street is fooled, eBay’s stock has already started retreating from its Icahn-interest-induced high of a couple of days ago …

And, yet another Icahn/eBay article in the NYT
http://dealbook.nytimes.com/2014/03/10/icahns-war-of-words-with-eb
ay/

With Icahn putting the spurs into the Ho turkey, Johnny is starting to get a lot more attention in the major media; I love the mostly negative reader comments; no doubt about it, Johnny Ho learnt well at Bain how to strip a commercial entity of its shareholders’ value—LOL

And the Ho turkey’s taking a 53% reduction in remuneration this year; a pink slip with his name on it would be more appropriate, a much better outcome for all concerned, particularly for eBay’s long-suffering “long” shareholders …

eBay / PayPal / Donahoe: Dead Men Walking ... http://bit.ly/11F2eas

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 13:05:54 2014

@PowerSeller

Cancellations at the request of a buyer do not count against our DEFECT rate.

Don't you just love how Ebay sees its sellers.  We are DEFECTIVE!

One thing this defect rate will do is make some things a little more visible about other sellers like TRU.  If you just look at their FB and do the math, their defect rate is going to be pretty high.  And that is not considering ANY of the other factors that can count as a defect.

So it will be interesting to see how that plays out.  It certainly will make it very visible on who is getting special treatment and not held to the same standards.

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 13:56:49 2014

Regarding buyer requested cancellations:

REFUSE TO CANCEL THEM! Tell the buyer why and tell them to call ebay and complain.

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: Philip Cohen

Wed Mar 12 14:16:46 2014

@Marie,

As a matter of interest, how does eBay know what the reason is for a seller-cancelled transaction? eBay being the “trusting” entity that it is, surely they don’t simply take a seller's word for it that the buyer has requested the cancellation? In there some provision for the buyer to indicate that it is indeed a buyer-requested cancellation?

Regardless, I think that we all understand that this newest device for the “evaluating” of eBay’s non-preferred sellers, the “Transaction Defect Rate”, will have no bearing on its preferred sellers. And, as (if) eBay succeeds in attracting (and retaining) more of their preferred-types of sellers, eBay is undoubtedly going to continue to apply increased pressure on the non-preferred sellers to get such sellers to move on, or pay dearly for the privilege of staying—but they’ll take your ever-increasing (oops, “decreasing”) percentage-wise FVFs in the meantime.

Frankly, anyone that is not making their post-eBay plans now is living in Alice’s Wonderland—along with Johnny Ho; the material difference being that the Ho has well prepared his personal lifeboat for the time when eBay’s shareholders’ value is finally exhausted and the rusting old scow finally founders …

eBay / PayPal / Donahoe: Dead Men Walking ... http://bit.ly/11F2eas

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

by: NetWatch This user has validated their user name.

Wed Mar 12 14:23:22 2014

From a FB group: "Trent: I hope they eliminate the buyer automatically opening a freakin case when all he has is a simply question.
James: Hi Trent. That recent policy was designed to freeze sellers funds in Paypal, so that eBay can use your money to show positive cash-flow with Wall St. to prop up their already over-valued stock. Why? So that the net worth of each eBay executive can be maintained and so that they can continue to vest and sell their stock. It's that simple. It is fraudulent and against the law. They are engaged in what is known as "Collusion" ( with Paypal ) and "Tortius Interference with Business Affairs." We the Sellers are protected under laws governed by the FTC ( Federal Trade Commission. ) Small to mid-size sellers have had hundreds of transactions reversed through this practice. Wherein eBay encourages the sellers customers to file a claim so that eBay can freeze the funds and report this $ on their cooked books. This is one of the areas we are researching, documenting and fighting. A worthy fight on this policy alone. We have had customers complain that all they wanted to do was say "Hi" or ask a question and they were being encouraged by eBay to cancel their order and freeze funds. Please document any experience you have like this. eBay has already started to pull back on it, but they need to stop completely."

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

by: TAK This user has validated their user name.

Wed Mar 12 14:27:01 2014

EBay's time has come and gone, it is no longer relevant to me in the least. At one time it was a real community where people were kind to each other and you felt a part of something. Over time some bad sellers entered, plus the morons who sold for $.01 plus heavy shipping or $.99 and standard shipping, ruining it for mom and pop sellers, and simultaneously the buyers became little bitty babies with their favorite tool, revenge feedback. My listings ran out a month ago, I let them go, I lack motivation to fight the BS. I tell people EBay is a good place to buy things cheap, but as a seller it is a waste of resources, time, and effort, the return is not there. Ebay, your direct window to China!

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 15:04:58 2014

To those of you that are going in and out of TRS, you could observe that you suddenly has significantly more sales.  When your TRS got reinstated, you will observed a sudden deceleration of your sales.  Another way JD disrupt your business will FULL DISHONESTY!

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: Philip Cohen

Wed Mar 12 15:21:56 2014

We are not confident, based on John Donahoe’s recent interview with the Financial Times—in which he lamented the fact that he had stockholders to answer to—that the truth will be forthcoming without the threat of legal process—which is why we continue to press our books and records demand pursuant to Delaware law. The Financial Times article states: “Mr. Donahoe says that his business should be allowed to innovate without shareholder distractions.” And the article quotes Mr. Donahoe as saying: “Every new Silicon Valley company has a dual class of stock to prevent this issue, because innovation has a long-term time horizon.” In any rational world, dual class stock, which is an outrageous scam, would be illegal for public companies. But more importantly, John Donahoe misses the point entirely because the “shareholder distraction” here involves the premature sale of Skype – not innovation with a long-term time horizon. Even more importantly, to me, this attitude of apparent disdain for the rights of the owners of the company (which may be summed up as—“Being a CEO of a public company would be a great job, were it not for those pesky shareholders”) goes a long way toward explaining why the full story of what really happened with Skype seems to us to continue to remain shrouded in the type of fog and mystery often engineered by highly paid public relations consultants and lawyers, the kind of folks who invent undemocratic entrenchment devices like dual class stock so that companies can take stockholder money and then tell them to “sit down and shut up.” It seems to me that we do not know the full story of Skype yet because this board does not believe it should have to explain its failures to the stockholders, who instead should remain silent and be grateful for whatever crumbs we get.—Carl Icahn, 12 March 2014

http://investor.ebayinc.com/secfiling.cfm?filingid=928464-14-37&CI
K=1065088


The whole, well worth a read. Icahn appears to have well summed up Johnny Ho and his gaggle of feathered friends …

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: Philip Cohen

Wed Mar 12 15:39:07 2014

And, for those that are interested, this is how easy it is for Bitcoin shysters to appear legit but in fact hide themselves …
http://www.itweb.co.za/index.php?option=com_content&view=article&i
d=71525:Mt-Gox-bankruptcy-a-ruse-say-opponents

http://www.itweb.co.za/index.php?option=com_content&view=article&i
d=71552:Court-freezes-Mt-Gox-chief-s-assets

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

by: Patricia This user has validated their user name.

Wed Mar 12 15:39:50 2014

I'm looking forward to Icahn tearing down ebay and selling it off in pieces.  Perhaps this is why 11Main is starting up.  Looking to grab all the Ebay sellers as time goes on. LOL

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