|Sun Aug 11 2013 22:30:06|
Sellers Report eBay Crackdown
By: Ina Steiner
eBay confirmed last week that it recently took action on some below-performance seller accounts. It's not uncommon for waves of seller complaints about crackdowns to surface, and last week, rumor had it that eBay's latest action impacted potentially tens of thousands of sellers.
According to the eBay Seller Performance Standards help page, "eBay expects sellers to consistently provide service that results in a high level of buyer satisfaction. This includes setting and meeting buyer expectations by providing excellent customer service from beginning to end."
eBay spokesperson Ryan Moore told me in an email on Friday, "eBay regularly reviews seller performance and may limit or restrict selling activity for those sellers who do not meet our minimum requirements. Recently, we took action on certain seller accounts that were below performance standards based on a variety of criteria."
eBay relies heavily on buyer ratings to measure sellers' performance, both the feedback rating (positive, neutral or negative) as well as the controversial Detailed Seller Ratings. The performance standards help page gives some indication of what factors go into eBay's standards:
As a seller, you're expected to:
Charge reasonable shipping and handling costs.
Specify shipping costs and handling time in the listing.
Follow through on your return policy.
Respond to buyers' questions promptly.
Be helpful, friendly, and professional throughout a transaction.
Make sure the item is delivered to the buyer as described in the listing.
At the same time, however, sellers point to the accounts of large retailers and brands, accusing eBay of giving "Diamond" sellers more leniency when it comes to seller performance issues.
See Monday's Newsflash news story for details and to read what eBay spokesperson Ryan Moore told me, and let us know if you think such crackdowns are good or bad for the marketplace as a whole.