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: Santini This user has validated their user name.

Wed Mar 12 15:44:20 2014

All ebay sellers who get accepted to sell on !!Main should include inserts in their ebay packages directing their customers to visit their 11Main shops :)

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

by: pace306 This user has validated their user name.

Wed Mar 12 15:47:54 2014

Beyond the 90 rental period (im neither U-Haul, Penskie, or Hertz .... Im not even Macys) I have to voice my opposition as others here have with the stupid neutral = negative BS.

At least eBay could have/should have said .. ANY transaction where no feedback is left at the end of X days is AUTOMATICALLY a positive (no problems reported) so that sellers can boost thier positive feedback ratio.

Its all a ratio game - the more sales you make with positive feedbacks (and if you think for 1 second that ALOT of sellers dont "self sell" to boost thier positives .. ur on crack (and you can keep your heathcare/doctor if you choose) the more you can steal from buyers - ala toys r us.

THATS how it was explained to me - the amounts of negatives mean nothing - its the ration of good to bad.

Which ever moron tought that up needs a frontal lobotomy. If you are a bad seller then you deserve to be purged. But to pick on small sellers who sell niche items where the ability to be screwed by eBays buyers is HIGH ... you are SOL ... and eBay knows it.

Its like my complaint about eBay keeping that seller who had 1100 negatives in 1 month .... why?  2000 positives that month plus 30K items being listed  .... makes you shake your head in wonderment.

eBay really is a screwed up place - Icahn was right ... eBay management is abismal (and thats being NICE)

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

Wed Mar 12 15:48:57 2014

All you defective, and potentially defective, sellers quit bellyaching and get back to listing!
Yours In Better Sales,
The eBay Management Team

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 15:51:25 2014

In reading the various accounts of the spanking Pierre gave The Ho by nearly putting him on public assistance, another clear fact emerges.

The Ho believes all of ebay's woes are because of "bad" sellers which eh defines as any with a gross merchandise volume of less than$1 million annually.

One sees his elitist and anti small business philosophy subtly characterized in many articles about ebay.

The fantasy world that The Ho infests mirrors don't exist.

The fact is that ebay's own bad decisions allowed Amazon to overtake them.

No doubt there were many bad sellers The Ho inherited from Negged Meg Whitman. Bad sellers thrived then because ebay preferred to rake in the then exorbitant listings fees and FVFs rather than purge bad sellers.

There's no doubt some bad sellers drove some buyers from the platform. But ebay's early refusal to deal with them quickly and appropriately was a significant factor.

How does today's seller culture differ now? I can only factually address what I see in the categories I sell in.

A few of the worst ever are top rated. They write vicious feedback that ebay routinely removes. They know next to nothing about their products, and simply lie in their product descriptions. Sadly, most of their buyers are equally lacking in factual information and don't know the difference.

Another example is a Chinese seller who factually states his location in China and is claiming to sell American created art. His products are, of course, fakes. Ebay does nothing.

Another seller owns no inventory whatsoever yet isn't a drop shipper. This seller trolls the internet stealing photos and descriptions in her product category and then creates ebay listings.

Of course, this seller often can't supply the product to their ebay customer and when the seller can provide it, it has be purchased (by the ebay seller) and then re shipped to the ebay customer OR in some cases the seller tries to persuade a manufacturer to make it.

This seller isn't a top rated seller and disappoints many customers because they can't source the item. Ebay is well aware of how this seller operates.

Have they purged this seller?

No.

Yet ebay has sent thousands of great sellers packing while allowing this seller to continue because they lack the intellectual capacity and quality personnel to develop a seller evaluation program that accurately reflects true seller performance and buyer satisfaction with those sellers.

Instead they prefer to rely on a computer driven assessment system that lacks the capacity to reach accurate conclusions in many cases.

Instead of looking at themselves in the mirror and asking the question. "What are WE doing wrong?," this group narcissistic sociopaths scapegoated all independent sellers -- good and bad -- and initiated an extermination plan that would be introduced incrementally as they signed up more poor customer service big box stores and designer apparel and accessories sellers.

They rationalized and continue to rationalize that ebay's popularity diminished because of "bad" sellers when they should have spent far more time evaluating their own deficiencies and devising an accurate seller evaluation system.

Further I question the existence of any scientific buyer survey. They've referred to many of phony 'marketing (dis)information' such as, "Buy this bell or whi$tle and increase your sales on average X%."

For those of who used to buy on ebay and closed your buying accounts: Did any of you (trolls need not respond) receive a survey from ebay asking why you left?

Somewhere deep in the The Ho'd bowels there's at least one department devoted to manufacturing fake statistics. You know -- the department that created the lie that ebay repeated over and over that that buyers were leaving a few years because sellers were leaving so much negative feedback.

Never forget:

Ming's Ebay Law #1:

1. EBAY LIES. ALWAYS HAS, ALWAYS WILL.

YOU and your fifth rate management team are what's with ebay and why it's failing.

RESIGN NOW, Ho, so you you too can spend more time with your family in your new San Francisco Bay luxury log cabin.

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 16:02:44 2014



Thanks God I have my house paid off and my Amazon selling account. Which by the way sells almost twice what my eBay does.  If eBay ain't happy with me they can keep it cause I sure ain't going to put up with their kueer tendencies.


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

by: mushroomcathy This user has validated their user name.

Wed Mar 12 16:34:29 2014

Urg!   Received the eBay message about the Spring Seller changes, hidden inside the message is a statement that "Based on the last seller evaluation on February 20, your defect rate is expected to be higher than the 2% maximum allowed for Top Rated Sellers.

Start now on improvements needed to lower your rate so you can regain your Top Rated status after the new requirements take effect August 20.".   Funny, I have no buyer protection cases, 99.7% positive rating, 99.3% tracking uploaded, .18% item described DSR and all others 0%.   So, why am I not meeting their criteria?   It has to be the transactions that I have agreed to cancel because the buyer changed their minds.  Does eBay really want me NOT to allow that?

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

Wed Mar 12 16:39:13 2014

too many 3s Mushroom.  that's gonna kill alot of sellers. right now, that is hidden.

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 17:35:21 2014


@ ming

If the buyer requests the cancellation and if when the seller opens the cancellation request they check the box for buyer changed mind or whatever that one is.  There will be no defect strike against the seller.  So you don't have to deny 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: WOODJUNGLE! ON EBAY

Wed Mar 12 17:50:44 2014

they are going to manually police that?

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 18:13:56 2014

I only have 50% feedback from buyers.  And 100% bad buyers fart their opinions with bad feedback and DSR attack.   I agree no feedback is good feedback.

New buyers are ignorant or are afraid to call or recognize ebay errors.  Only skillful sellers could read buyer insight on what likely had happened.  After receiving WARNING email and THREAT of UNPAID ITEM STRIKE, anyone with a heart would be offended.   A lot of times, ebay glitches caused the disruption, especially mobile users.  

Bottom line, ebay is driving a HATE WEDGE between buyer and seller... so to STEAL seller TRS badge during their peak month.





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

by: jeepster424 This user has validated their user name.

Wed Mar 12 18:29:14 2014

Fast & Free rating are not always fair.  I've had several packages that have been scanned in at my local post office well within the 24 hour period then sit for 10 days or more at the sorting station and I get dinged for not having the package delivered within the time frame.  Ebay should LOOK at the tracking and judge from the SCAN date not the delivery date.

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 18:58:10 2014

@woodjungle

Highly doubtful.  There really would be no reason to have to do that when they can write a program to mine the information.  You have choices of why you are filing for a cancellation.  The seller just needs to make sure they file the right one.

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

Wed Mar 12 19:35:25 2014

Right, Marie.  and I'm sure it will count against you unless you call them and tell them what you chose.

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: LasVagueness

Wed Mar 12 19:51:43 2014

Link to 'Request an Invitation' (for prospective sellers) at 11 Main:

https://11main.com/preview/shop_owners

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 20:00:25 2014

When you help buyer to cancel the item, make sure to tell him NOT to give feedback.  High chance this buyer is a newbie or trouble maker, so you could have high chance getting a DSR of 1 star... when the buyer meant to give you 5 stars.... So just make it a rule of thumb to tell him don't leave a feedback.

It happened to me once.   A SOLID 1 STAR from a non-paying buyer.

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 20:28:56 2014

@Marie,

I’ll ask the question again. [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, are you telling me that eBay would simply accept the seller’s word for it that the buyer has requested the cancellation? If that is all there is to it, that there is no system provision for the buyer to indicate that it is indeed a buyer-requested cancellation, and it is based solely on the seller’s word, then I suspect that sellers are in for a rude shock when eBay counts up those cancellations …

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

Wed Mar 12 20:39:26 2014

Agreed. After speaking to a CSR, I have a feeling you will need to call and beg them to reverse the strike on a seller closed sale no matter what the reason you submit.

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 21:22:30 2014

Yeah, cancellations will undoubtedly inherit the same distorted logic that eBay applies to “neutrals”: "a neutral is a negative because it's not a positive"; a cancellation will be counted as a cancellation because its a cancellation. Regardless of who cancels, eBay loses a potential FVF, and we cannot have that now, can we? At the least, there has to be a penalty for any non-preferred seller that cancels a transaction, for, by eBay’s logic, any cancellation tells eBay that that seller is a “defective” seller (why, you could even have arranged to make the deal off eBay!); it’s all logical …

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 21:38:29 2014

Oh boy, the eBay Dept of Spin is working overtime at the moment: another SEC filing …
http://investor.ebayinc.com/secfiling.cfm?filingid=898822-14-107&C
IK=1065088


Ah, statistics! And, one of the complimentary “What Others Are Saying” quotes they’ve used, to try lift Johnny Ho’s spirits, even has him responsible for acquiring “PreyPal” (shades of Scott Thompson). Regardless, it says a lot about the competence of the gnomes in the eBay Dept of Spin …

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 22:16:22 2014

JD wants sellers to grab the buyers by their necks to prevent transaction cancellation.  

Why doesn't JD grab their necks himself?   JD's destructive innovation always been the HATE WEDGE between buyers and sellers.

JD does not like buyers and sellers working together as community members.  Sellers helping buyers to cancel unwanted or ebay-originated DEFECTIVE transactions.

JD wants to take all our hard-earned  TRS discount whenever he is falling short of his quarterly profit target.  

JD cultivated ebay thieves and angry buyers and sellers behavior.  

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