|Tue July 30 2013 05:01:44|
Feedback Changes Highlight eBay Fall Seller Release
By: Ina Steiner
We scooped eBay on its own Fall Seller Release a week ago, and today, eBay.com will formally announce the details of the release. You can find details in today's EcommerceBytes Newsflash newsletter.
One of the biggest aspects of the fall release for sellers is the expanded feedback removal policy. One big unanswered question centers around the anonymity of Detailed Seller Ratings. eBay said as part of its expanded feedback removal policy, sellers will be able to request that eBay remove qualifying low ratings and feedback in certain instances. However, since DSRs are anonymous, readers asked, how would sellers know how to make that determination.
One reader wrote, "If sellers start contacting buyers to remove low DSR that they are not sure the buyer left is going to cause so many problems it is sure to hurt sales on eBay for all sellers."
Another reader wrote:
"Everyone seems to be missing the obvious here-that as DSR's are SUPPOSED to be anonymous then its actually AGAINST Ebay rules for a seller to try and work out WHO left you low DSR's with your positive ratings in the first place. So Ebay is now declaring that IF we manage to work out WHO left the low DSR's then despite us breaking Ebay rules, they will reward us for our cleverness by removing the unjust feedback? Wouldn't it also be pertinent to make a buyers rating public and NOT secret?
"Most sellers don't know how to run the complicated and time consuming reports needed to pin down exactly WHO left you the unjust low DSR's so Ebay's declaration to remove said unjust feedback means nothing without also giving us the transparency needed in the DSR system to be able to see EASILY who is committing these infractions."
Another was concerned about the subjective nature of the feedback removal policy.
Here are some examples of instances outlined in the new expanded policy in which feedback will be removed that were not previously part of eBay's published policy:
The feedback refers to information you entered in item specifics, sales tax, return policy, combined postage, or accepted payment method fields, and there is no contradictory information elsewhere in the listing. For example, you selected "used" as the item condition and the buyer left you negative feedback with a comment that the item was used.
The buyer mistakenly leaves negative or neutral feedback for the wrong seller or wrong item.
The buyer leaves negative or neutral feedback or a low detailed seller rating that eBay determines is directly and solely the result of a publicly confirmed eBay system issue.
The buyer leaves negative or neutral feedback related to delayed shipping when PayPal placed a hold on the payment and provided notice to the seller to delay shipping the item.
Sellers seemed hopeful that the new Top Rated Seller grace period would be a positive change. "A good change" and "nothing bad about this!" were examples of some of the positive reaction to this news.
However, some felt the details we reported last week were lacking and, once provided, might make it less appealing than it sounded on the surface.
"The 2 month grace period is only effective if one can continue to sell at the same pace as they did previously or else their income and exposure will still be cut. It seems that eBay is essentially going to allow a seller to keep a badge on his/her site with a fee discount but what good are these benefits if the system is set up for you to sell less if your numbers are down? You are not going to raise your income without amassing a lot more inventory on eBay which only assured eBay of more free window dressing."
"This does NOT help the small seller who got hurt by one or two buyer(s) who bought multiple items, as if they are under 400 sales per quarter (I think that's the number), they are judged on a 12 month basis, so those low ratings are with them for 12 months."
Sellers reacting to the news that eBay UK would be changing the fee structure were met with dismay. eBay UK business sellers will begin paying FVF commissions on the total cost of orders, including shipping & handling.
"This is extremely unfair, nothing but greed on eBay's part, trying to force sellers to offer "free" shipping. WRONG, WRONG, WRONG," wrote a UK-based seller.
One UK seller said the change would actually be detrimental to eBay since sellers would pass along the cost to eBay customers. "It will make our non-eBay sales look even more attractive," and they recommended eBay remove the shipping DSRs to "mitigate this insane idea."
Get the most up-to-date information about the eBay Fall Seller Release in today's Newsflash newsletter and let us know what you think! And take our survey about the changes in our SurveyMonkey survey.