Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Thu Sept 10 2015 08:23:39

eBay Holds Sellers to New Standards in Fall Seller Update

By: Ina Steiner

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eBay will announce its Fall Seller Update today, which includes major changes to how it judges sellers' performance. And for the first time in its history, eBay executives will be available to explain the changes in person, as it kicks off a brand new "Seller Summit" in San Jose this afternoon.

One if the biggest changes: eBay will no longer use Detailed Seller Ratings in its defect rate, though they will continue to be displayed to sellers. 

In fact, eBay sellers will be judged only on delivery time and two measurements that it says judges the effectiveness of the seller's customer service to resolve any requests for help.

eBay is changing how it calculates shipping time, which appears to be positive news.

Today's issue provides an overview of the changes along with more detail about the new Seller Performance Standards.

Be sure to read about the changes to eBay's returns policy as well. 

Let us know what you think - and what feedback would you give eBay executives gathered at the Seller Summit?

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Perminate Link for eBay Holds Sellers to New Standards in Fall Seller Update   eBay Holds Sellers to New Standards in Fall Seller Update

by: Agent99 This user has validated their user name.

Thu Sep 10 16:23:16 2015

I'm happy with some of the changes. What happens with the new defect rate is the one that worries me, the numbers have tightened considerably.  

Perminate Link for eBay Holds Sellers to New Standards in Fall Seller Update   eBay Holds Sellers to New Standards in Fall Seller Update

This user has validated their user name. by: Ric

Thu Sep 10 16:34:51 2015

I solved the problem with my one local USPS clerk who refused to do acceptance scans. I did not cite the USPS Domestic Mail Manual, and I did not print anything for the clerk to read.

Instead, I went to the USPS web site and contacted their customer service department with specifics of his refusal to scan. I also included the Clerks first name (even though he never wore the required name tag which I also mentioned) as well as the fact that he treated every customer as if they were an annoyance with a surly attitude.

About 2 weeks later the clerk was gone.  When I inquired as to where he was, I was told on the side that he was sent for retraining due to many complaints from customers.

A few weeks later, that clerk was back.  He was scanning packages without complaint as if his job depended on it, was wearing the required name tag and actually thanked every customer!!

Perminate Link for eBay Holds Sellers to New Standards in Fall Seller Update   eBay Holds Sellers to New Standards in Fall Seller Update

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

Thu Sep 10 16:43:54 2015

The following is intended for satirical purposes: EBAY EXEC #1: We've alienated a lot of the mom and pops and they've been blogging and talking to neighbors, etc., making a lot of "noise" that hurts our reputation. We've got to CONVINCE the public that we're a KINDER, GENTLER EBAY. You know, let's put on a show of being concerned with the seller until this whole thing blows over.. EBAY EXEC #2: We can still keep right on eliminating the small sellers en masse with the Defect Rate though, right? EBAY EXEC #1: Oh absolutely. It's rigged to do exactly that and it will keep on doing exactly that, just not quite as fast maybe, so it isn't quite as obvious to anyone watching closely. Meanwhile, there's 100 new sellers standing in line to get on eBay for every 10 we toss, so it's a win-win for us anyway. The newbies have no clue what is going on to begin with." EBAY EXEC #2; And all that the mainstream press pays any attention to is the fluff that we provide them, the prepared press releases,etc., EBAY EXEC #1 "Perception is EVERYTHING. So we just create the perception of a KINDER, GENTLER EBAY...and that's what the naive masses and the mainstream press will swallow."

Perminate Link for eBay Holds Sellers to New Standards in Fall Seller Update   eBay Holds Sellers to New Standards in Fall Seller Update

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

Thu Sep 10 16:53:05 2015

I think this new policy is going to bring about the scummiest of the scum sellers.  This is weird, IMO.

Perminate Link for eBay Holds Sellers to New Standards in Fall Seller Update   eBay Holds Sellers to New Standards in Fall Seller Update

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

Thu Sep 10 17:00:47 2015

Everybody read what Netwatch just wrote- that's what's happening.

You can simply re-paint any old rotten house, but underneath that fresh new paint is still a rotted house.

It (this update) LOOKS better but I will not swallow it- where are the buyers and what will happen if I get 4 defects before the change- based on the current standards, and will I have any recourse- Will all these new "Promises" change just prior to the implementation date, like has happened before (MATSURA is but 1 example)?
This actually opens up a whole new fresh kettle of questions and ebays history has shown that they consistently mislead or DROP THE BALL- CONSISTENTLY- EVERY TIME without fail.
Mass Howler
I am now REALLY thinking that the "Seller Celebration" really was just a PR stock building STUNT, but the stock hasn't risen.

Perminate Link for eBay Holds Sellers to New Standards in Fall Seller Update   eBay Holds Sellers to New Standards in Fall Seller Update

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

Thu Sep 10 17:04:35 2015

I ask everybody to REMEMBER:

We were ALL having problems with buyers opening cases without contacting us to make it right.

Ebay trotted out Ken Matsura, who promised at about the SAME TIME OF THE YEAR that changes will be made- buyers would be "FORCED" to contact their sellers 1st before being allowed to open a case- sellers would have 3 days to respond- this was all very SPECIFIC, like this update.

What happened then?

Massachusetts Howler
(Remember).

Perminate Link for eBay Holds Sellers to New Standards in Fall Seller Update   eBay Holds Sellers to New Standards in Fall Seller Update

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

Thu Sep 10 17:07:42 2015

WHY NOT institute these changes NOW?

To KEEP US ON during the holiday season, AND so they can back out on many parts of it after the holidays are over- LIKE THEY ALWAYS DO.
MH
The best predictor of future behavior is previous behavior.

Perminate Link for eBay Holds Sellers to New Standards in Fall Seller Update   eBay Holds Sellers to New Standards in Fall Seller Update

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

Thu Sep 10 17:09:20 2015

Sorry folks- you still have to sell under the same HORRIBLE standards for the NEXT 6 MONTHS- that's right 1/2 of a YEAR!
mh

Perminate Link for eBay Holds Sellers to New Standards in Fall Seller Update   eBay Holds Sellers to New Standards in Fall Seller Update

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

Thu Sep 10 17:20:11 2015

gee, next spring we will give you some relief.
mh

Perminate Link for eBay Holds Sellers to New Standards in Fall Seller Update   eBay Holds Sellers to New Standards in Fall Seller Update

by: lostinohio This user has validated their user name.

Thu Sep 10 17:42:28 2015

I have been having the same problems as most sellers -- low sales, defects, fear of listing.  I am no longer a power seller, lost TRS, have unfair defects.  I've moved most of my items to other sites.  

None compare to eBay in its heyday.

I still have my 10K plus account, mostly dormant, waiting for a change.

Give Wenig a chance.  This is the first positive policy change I've seen from ebay for YEARS.  

Sure, I wish it was implemented quicker, maybe some portions will be.

Get an acceptance scan. Keep track of your inventory and don't cancel.

Think about it -- if they didn't require some sort of tracking, there'd be shady sellers who simply wouldn't send the item and keep the money.  Amazon has VERY STRICT shipping/tracking requirements.

The cancel rule is probably to discourage drop-shippers.

Now they have to tinker with Cassini and start showing our listings!




Perminate Link for eBay Holds Sellers to New Standards in Fall Seller Update   eBay Holds Sellers to New Standards in Fall Seller Update

by: Volvo351 This user has validated their user name.

Thu Sep 10 17:57:04 2015

If DSR's will no longer be used as the data on which a Defect Count/Rate is based, why not abolish them entirely?

Answer: They want to keep a system where buyers can beat up on sellers, or at least believe they're doing so. All part of maintaining the adversarial relationship between sellers and buyers; ie. the total destruction of the former "eBay community."

Perminate Link for eBay Holds Sellers to New Standards in Fall Seller Update   eBay Holds Sellers to New Standards in Fall Seller Update

by: ron2000 This user has validated their user name.

Thu Sep 10 18:13:28 2015

What about all these China & HK sellers, who sell cheap items without tracking number? How can you monitor NON tracking items?

Perminate Link for eBay Holds Sellers to New Standards in Fall Seller Update   eBay Holds Sellers to New Standards in Fall Seller Update

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

Thu Sep 10 18:55:29 2015

IF ebafia actually follows through on these changes, it's a SMALL step in the right direction.

Or will these be bait and switch changes so that a year from now or two years from (provided ebafia is still in business) they can roll them back, make them retroactive for one year, and eliminate still more small sellers, TRS sellers, and as many discounts as possible.

I suspect more clothing and jewelry sellers will be saying adios to ebafia with ebafia's wear and free rental 30 day returns.

Ebay MUST add the proviso to this 30 day mess that buyers who return items not in their original condition will NOT receive refunds.

Further, in spite of whatever perverted language Brian Burke speaks, neutral does not now nor has it ever meant negative.

Neutral feedback MUST be removed from the new defect system.

Today's announcement, however, fails to address several of the most critical issues such as rolling blackouts, ebafia's manipulation of the amount of sales volume we're able to generate each month by using algorithms to hide listings we PAY for.

Nor does today's announcement address ebafia's clearly defective and ineffective search engine and poorly trained customer service reps.

Until ebafia addresses these issues to the satisfaction of veteran, reasonable sellers they will continue to get THUMBS DOWN from me. While they're at it, they can get rid of Brian Burke, Griff, and the guy who runs the customer service division. They are as guilty as The Ho for ebafia's downfall.

Ebafia can continue to send me all the surveys they want, and I will continue to click on 0 to answer the question how likely I am recommend selling on ebafia to others.

Perminate Link for eBay Holds Sellers to New Standards in Fall Seller Update   eBay Holds Sellers to New Standards in Fall Seller Update

This user has validated their user name. by: Unicorns and Rainbows

Thu Sep 10 19:18:08 2015

''Instead, eBay sellers will be judged only on delivery time and two measurements...''

eBay gives my listings Estimated Delivery dates that are still within my handling time!  But stuff from China on eBay gets Estimated Delivery dates that are almost 2 months out.

I expect to see lots more Chinese sellers with 96% f/b and 4.4 DSRs wearing yellow ribbons. I can't tell yet whether I'll end up Below Standard with 100% f/b and near perfect DSRs, since I haven't seen the details on the new ''delivery time'' standard.    

Perminate Link for eBay Holds Sellers to New Standards in Fall Seller Update   eBay Holds Sellers to New Standards in Fall Seller Update

This user has validated their user name. by: Unicorns and Rainbows

Thu Sep 10 19:22:57 2015

"What about all these China & HK sellers, who sell cheap items without tracking number? How can you monitor NON tracking items?"

Cheap ePacket shipping comes with a tracking number.  It doesn't work half the time, but it gets uploaded!  

With estimated delivery of 2 months, they'll have no problem meeting this standard.  

Domestic sellers who sell items that ship cheap without tracking (letter/lg. envelope rate) may not be so lucky, even with no INR complaints and 5.0 shipping time ratings.

Perminate Link for eBay Holds Sellers to New Standards in Fall Seller Update   eBay Holds Sellers to New Standards in Fall Seller Update

This user has validated their user name. by: Unicorns and Rainbows

Thu Sep 10 19:28:21 2015

"Neutral feedback MUST be removed from the new defect system."

ALL feedback is removed from the defect system.  So long as you don't cancel transactions, and immediately refund all shakedown artists, you won't have any defects.

And Chinese sellers won't have any defects either, even if they list nothing but Chinese made counterfeits... so long as they refund when they get caught/noticed by buyers, they will all be "Top Rated Sellers".

Perminate Link for eBay Holds Sellers to New Standards in Fall Seller Update   eBay Holds Sellers to New Standards in Fall Seller Update

by: mcposty This user has validated their user name.

Thu Sep 10 19:44:40 2015

Sorry but with ebay, ill wait and see. They do not deserve immediate trust.

As for package delivery, I see this as a problem..it will be abused by ebay.

Prove me wrong ebay

Perminate Link for eBay Holds Sellers to New Standards in Fall Seller Update   eBay Holds Sellers to New Standards in Fall Seller Update

by: backspace6868 This user has validated their user name.

Thu Sep 10 19:57:39 2015

To Massachusetts Howler: You might want to read about all the changes before you keep howling. It clearly states that when the changes take affect all the prior defects from the past year will no longer matter. In fact, you can see your 'new' rate starting mid november. Also as to your other howl about buyers in the same update it says sellers will now have protection against buyers who abuse the return system (which is all that matters since defects no longer count). You just click to report the buyer and Ebay will be kicking off the habitual bad buyers now. All in all this is the best changes totake place in years.  

Perminate Link for eBay Holds Sellers to New Standards in Fall Seller Update   eBay Holds Sellers to New Standards in Fall Seller Update

by: BB2 This user has validated their user name.

Thu Sep 10 20:27:21 2015

I glanced through the entire announcement. There are many positive changes in this release. More than I've seen in the last 7 years certainly. So, overall, I believe it is a positive step in the right direction. That said, I can't help feeling a bit skeptical. Trust has to be earned.

To earn that trust, eBay can start by fixing their estimated delivery dates. Sellers are now being judged by those calculations. This won’t impact me directly, since I almost always use UPS or FedEx. But, I can certainly understand the impact to others. Then, eBay can fix search and eliminate blackouts permanently (my hot buttons). Not necessarily in that order.

Returns… My biggest pain-in-the-whatnot this past year? Thank you for listening, eBay. No seller should ever be dinged for an entire year for doing the right thing by the customer.

Perminate Link for eBay Holds Sellers to New Standards in Fall Seller Update   eBay Holds Sellers to New Standards in Fall Seller Update

This user has validated their user name. by: iheartjacksparrow

Thu Sep 10 20:41:55 2015

backspace6868 writes: "You just click to report the buyer and Ebay will be kicking off the habitual bad buyers now."

Sellers have been reporting bad buyers for years and none of them ever get kicked off. Why would things magically change? Because eBay is desperate for buyers, no matter what kind of buyers they are.

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