|Sun Mar 18 2012 16:58:24|
eBay Relaxes Seller Performance Standards in Some Cases
By: Ina Steiner
Sellers have been reporting that eBay has relaxed seller performance standards for becoming a Top Rated Seller in certain cases. A message displayed in some sellers' dashboards say that despite going over the maximum number of low DSRs, eBay is excluding those low ratings when evaluating their seller performance.
In a 3-month evaluation period, the maximum number of low (defined as 1s and 2s) DSRs is 2. (Sellers with 400 or more transactions in three calendar months are evaluated on a three-month cycle, for all other sellers, the time period for evaluation is the most recent 12 calendar months.)
While we saw a couple of reports in which eBay excluded some low DSR ratings from sellers' evaluation a couple of years ago, there was an uptick in the number of reports in December and again this month. For a few examples, see this thread on the eBay boards and on a discussion board for a site called "MoneySavingExpert.com" from December, as well as this thread in the eBay Seller Central discussion board on March 2, 2012.
An EcommerceBytes reader sent screenshots today showing his counts for Shipping Time and Shipping and Handling Charges criteria were one, and the counts for his other DSR criteria (Item as Described and Communication) were 4 and 5.
At the top of his dashboard was the message, "Thanks for being a great seller! eBay has protected your seller performance status." When he clicked on the "Show" link, eBay displayed the following message:
"You received multiple low detailed seller ratings or cases from a small number of buyers, which is inconsistent with your excellent performance on eBay. We have excluded these ratings from consideration in your performance evaluation."
I don't recall any policies in which eBay makes exceptions for low DSRs when performing seller performance evaluations. The sellers seem surprised when they encounter the announcement. If you've come across this phenomenon or have any theories, let me know.
I also received an email from a reader today who said, "You should do a story on how eBay is now asking everyone to call for every little thing." She was requesting that eBay remove negative feedback from a buyer because the buyer said she was charged for shipping when the seller did not charge her for shipping.
The email the seller received from eBay provided a link and stated:
"In order to help you more quickly, please contact us by phone. Click on the link below. You may be prompted to sign into your eBay account. Once you are signed into your account you will be given a contact us option. Select the Call Us option. You will receive a phone number and PIN that will give you access to a dedicated phone specialist. We are available from 5:00AM - 10:00PM PT, seven days a week."
Feel free to share your stories about dealing with marketplace issues.