Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Tue June 9 2015 23:11:48

Is eBay's Latest Feedback Test a Ding Waiting to Happen?

By: Ina Steiner

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eBay is running a new test of its feedback system by introducing a new question. But is it a ding waiting to happen? That's what some sellers fear.

As Wednesday's EcommerceBytes Newsflash explains, some buyer are seeing a question about delivery dates:

"Did the item arrive on or before (date)? Estimated Delivery Date: (date)" 

Buyers have the option to check a radio button for yes or no. (See a screenshot in the Newsflash article.)

"Just adding in more potential friction to the transaction," wrote one seller. Complicating matters is that eBay comes up with the estimated delivery date using a number of factors, including the sellers past history.

What do you think? Can anything good come of asking buyers about delivery dates on the feedback page? Is eBay considering replacing the shipping-time DSR with this question?

Let us and eBay know what you think by leaving a comment!

Comments (96) | Leave Comment | Permalink
Readers Comments

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

Wed Jun 10 15:22:25 2015

@toolguy,

As a matter of interest, in Australia, registered mail no longer travels in a separate locked "container"; it now travels unsegregated from the ordinary mail; then, maybe, we have fewer light-fingered postal workers than the U.S. Anyway, if there is a problem with the USPS, give the job to Johnny Ho; he'll fix it ... Ho, Ho, Ho ...

The eBay executive suite—where the incompetent mingle with the disingenuous, the malevolent and the outright criminal, and the just plain stupid … http://bit.ly/11F2eas  

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

Wed Jun 10 15:32:49 2015

@toolguy,

http://en.wikipedia.org/wiki/Mail_pouch

“A mail pouch or mailpouch is a CONTAINER for mail, designed to transport first-class, REGISTERED mail, domestic mail and military mail.[1] It is made of a stronger material (e.g., canvas) than mail sacks (e.g., plastic) and is designed to lock at the top with a mechanism system consisting of special closely spaced eyelets and a strong strap to secure the top where access into the bag is closed off and locked, where a mail sack does not have these features.[2]”

The eBay executive suite—where the incompetent mingle with the disingenuous, the malevolent and the outright criminal, and the just plain stupid … http://bit.ly/11F2eas  

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by: RCL This user has validated their user name.

Wed Jun 10 15:47:09 2015

There was a news artcile online a few weeks ago about PILES of mail, including priority and registered, dumped in a warehouse facility somewhere in Texas. They were all many many weeks late. USPS replied it was an isolated incident--they even had photos.

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by: XebayX This user has validated their user name.

Wed Jun 10 15:50:41 2015

eBay already has this info. There is no logical reason to ask the buyer (note: I said LOGICAL).

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This user has validated their user name. by: iheartjacksparrow

Wed Jun 10 15:54:56 2015

@serioussellers - Thank you for saying that your packages which have gone missing are on "vacation"; that's a much nicer visual than saying they have fallen into some sort of postal vortex.

And that's an amazing story about your poor box. I always measure and weigh large boxes, and then check what the postage should be on usps.com, before printing out a PayPal label. That has helped me win a few "arguments" with postal clerks over the years.

And I hope the clerk who went "rogue" was reprimanded or written up for her unconscionable actions.

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This user has validated their user name. by: FEEbay

Wed Jun 10 17:02:32 2015

@toolguy: ''by: toolguy This user has validated their user name.
     
Wed Jun 10 10:14:57 2015
Shipping dings can be removed with a phone call to customer service.

I just had one removed last night.

New eBayer with zero feedback bought an item and forgot to put the suite number in her address. The customer opened a case for INR. I got the package back and reshipped at my expense. eBay gave me a ding for item not received. I called and had it removed. Right now my account only has 1 defect and it was my fault. All other defects I've successfully had removed with a phone call.''
I am not picking on Toolguy, I think he sometimes provides meaningful commentary on this blog...but this is friggin RIDICULOUS.
Why should I (the seller who pays fees to Ebay...) be OK with having to CALL SOME CHUMP IN THE PHILLIPINES TO GET THIS DEFECT REMOVED!!!!!
This is utter and complete madness.
If Ebay does not pull their heads out, and rather quickly, THEY ARE FINISHED

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This user has validated their user name. by: FEEbay

Wed Jun 10 17:07:11 2015

@ming the merciless...

I am now convinced that Ebay is literally going to follow this assclown Brian Burke right on over the cliff...
This guy is at least 75% responsible for the ''war on Sellers'' that has raged now since 2008.. It is unbelievable at how stupid this company is!
And if one more CSR tells me that ''they know how it is....since they also sell on Ebay...'' I am going to f**ing reach through the phone and choke somebody out!!

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This user has validated their user name. by: FEEbay

Wed Jun 10 17:19:22 2015

http://events.r20.constantcontact.com/register/event?oeidk=a07eanohuze
946cfbf8&llr=cxrpfmcab

Hmmmmmm...
Who is ready for a trip to Vegas????

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This user has validated their user name. by: toolguy

Wed Jun 10 18:06:51 2015

#Philip

I all depends on what it is. Letters and small parcels go into a canvas bag that has a lockable hasp. Larger items go into a steel cage with lockable lower and upper half. The lower half for big parcels and the upper half is for that canvas bag you refer to.

At small rural offices they may not have the cages but on it's first major stop that's where it'll go until it gets to the airport, from there in it's an aluminum half round container that sits in the belly of the aircraft. When it gets off the plane it's back into a steel cage.
Everyone who handles the package MUST sign for it from beginning to end.

Philip, I know the post office and know it well.
Dad was a carrier supervisor, Mom was an assistant postmaster, granpa was a carrier, my brother still is a carrier and I was a clerk. I highly doubt anything has changed since I worked there.

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by: troglites This user has validated their user name.

Wed Jun 10 18:20:08 2015

Had a priority flat rate envelope took over 11 days before it was delivered. It was ping ponged back across the country - similar situation as sasikat9. Buyer bought in the morning, I shipped it in the afternoon. Absolutely nothing I could do - once a seller ships an package he or she haves no control over its transport.

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by: Pkvbmg This user has validated their user name.

Wed Jun 10 18:52:29 2015

This is just another way to kick us in the teeth. Sales are non existent, views are down, buyers are leaving in droves.

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

Wed Jun 10 21:25:55 2015

Brian "neutral feedback is negative feedback because it isn't positive feedback" Burke wants to remind you that when a seller selects a shipping service, they become the employees of that seller.

Sheer fraud for the purpose of reducing and eliminating seller discounts.

If Burke had any real business talent, he'd have been gone from ebay a long time ago. But other employers know dreck when they see it.

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by: Troy Stiffler This user has validated their user name.

Thu Jun 11 00:56:15 2015

These are just more out-of-touch adjustments made by Ebay management.

It's now impossible for a small business to do business on Ebay.  Ebay is a parasite to any "real business" structure.  You have to increase your prices.  Even if you simply have a buyer who doesn't like your second-hand product, and you take full responsibility, you're still disciplined.  I can't understand why people put themselves through it anymore.

And it's the less-knowledgeable and less-sophisticated small business owners who keep Ebay running.  You have to face the fact: if you run a "real" business, it's not based on Ebay.  It's based on a website, or a brick and mortar store.  With your own identity and control.

It's really just a countdown to see who comes in with a better platform that takes hold.

I think the voice of reason is wasted in a vacuum of Ebay management.  Or else they're too large to be agile and create real change.  Whatever it is holding Ebay back from fixing their mess, it will be their journey to irrelevance.  

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by: Joey4711 This user has validated their user name.

Thu Jun 11 01:07:28 2015

Wow, Weng really?  Don't you know it is 2015....you don't have to ask the buyer you idiot if it arrived on or before a certain date.

Don't you know there are computer programs that will simply let you Ebay know when something arrived and when it was suppose to arrive?  So now, you want to ask your customer a question on shipping if it arrived, so again if it didn't the customer can now be disappointed.

It is almost like being at a five star restaurant and the waiter drops your food in the kitchen; so they come out and apologize to you profusely, and make you aware something was wrong, when what they should have done if it wouldn't take long is cook you another meal, and smile...provide you the steak or whatever and you enjoy it.  Marketing 101......

Really, your going to ask the customer if they received the package on time, you idiot; have the computer program tell Ebay if it was delivered on time, and deal with the seller if it isn't on to many occasions; don't involve the customer you idiots...

More of the same, come on Weng....Why not call each customer after a delivery and ask them are you happy with your purchase?  Yes, well in case you aren't we offer free return shipping and we have the moneyback guarantee.

Again, idiots....Amazon has the A To Z guarantee when is the last time you heard Amazon emailing everyone about it? Telling you over and over?  Create a marketplace that has trust between buyer and seller, and you know what the marketplace will take care of itself.  Why not add another question to feedback?  Did you overpay in your opinion for this item?  Why not also add other sellers that now have the item cheaper, this way we can just ruin the whole customer experience you idiots....forgive me for the word idiot but I just don't know where these people got their brains or their thinking in my view...really?  

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by: koonkat This user has validated their user name.

Thu Jun 11 01:08:21 2015

eBay would do well by sellers if they rolled back all the rules 10 years.  eBay and Amazon just gets progressively worse day by day!

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by: Joey4711 This user has validated their user name.

Thu Jun 11 01:08:26 2015

One more thing, Ebay loves to express how buyers just love FREE SHIPPING, FREE SHIPPING....YET Ebays own Valet service provides when I looked last no free shipping whatsoever, hmmm when Ebay has to pay for it, no free shipping when you and I have to pay for it, you should provide free shipping just ask them.

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by: Joey4711 This user has validated their user name.

Thu Jun 11 01:09:35 2015

Koonkat,
At least Amazon doesn't create an adversarial relationship between buyer and seller.  Yes, there are issues, but they don't ask the customer if something was delivered on time, they already know the programs tell them, duh...why involve the customer?

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by: LinneyPinney This user has validated their user name.

Thu Jun 11 01:18:48 2015

Soon you all won't need platforms like ebay anymore. Buy it buttons on social media will make them obsolete. Ebay will end up like the blackberry.  

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by: Tiffee Jasso This user has validated their user name.

Thu Jun 11 01:19:40 2015

I don't think it will work. I sold something Friday afternoon and promised delivery date, east to west coast, to buyer by Ebay was Monday.  

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by: Moonwishes This user has validated their user name.

Thu Jun 11 01:30:01 2015

>>Really, your going to ask the customer if they received the package on time, you idiot; have the computer program tell Ebay if it was delivered on time, and deal with the seller if it isn't on to many occasions; don't involve the customer you idiots...<<

Amazon tracks this sort of thing in the background in rating its sellers. I suppose that if you consistently have slow shipping and slow delivery you get downgraded which means less buy boxes, etc. for you.

But then again at eCRATER, they don't track your shipping at all unless you get a negative feedback concerning shipping time and want to ask eCRATER to adjust the FB. If you can prove that you shipped in a timely manner and the item was delivered promptly, then they change the FB for you and life goes on. However, If you take a week or two to ship and the buyer gives a negative, eCRATER isn't going to change much other than possible the negative to a neutral.

When I see discussions like this, I still continue to wonder why anyone is still selling on ebay. Why put yourself through such misery. Either change your venue or get your own website and you won't have to put up with ebay's nonsense.

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