Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Tue Oct 28 2014 10:37:01

eBay Spells Out How They've Protected Sellers

By: Ina Steiner

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eBay is sending emails to sellers thanking them for the service they provide to buyers and spelling out what actions it has taken recently to protect their selling accounts. Here's a copy of a letter received by a reader (we've removed the exact numers):

Thanks for consistently delivering exceptional service to your buyers. We're here to provide you a marketplace where you can sell with confidence. That's why we've taken the following steps during the past month to protect your account:

- Removed (number redacted) transaction defect(s) from your seller dashboard

- Upgraded (number redacted) of your detailed seller rating(s) to five stars

- Prevented buyers from prematurely asking for a refund or a replacement on (number redacted) transaction(s) during the past 2 months

We've already updated your seller dashboard to reflect these changes, which are for transactions made during the past year. When we remove transaction defects, your transaction defect rate may not go down if you had transactions that received more than one defect.

We'll continue to improve our monitoring, detection systems, and policies to protect sellers like you. To see these updates, go to your Seller Dashboard.


Sellers are also discussing this on the eBay discussion boards here and here.

Did you get this letter, and what do you think of it?




Comments (80) | Leave Comment | Permalink

Readers Comments

Perminate Link for eBay Spells Out How They've Protected Sellers   eBay Spells Out How They've Protected Sellers

by: ZEAK This user has validated their user name.

Tue Oct 28 10:46:28 2014

the numbers are crazy i have no idea where they are getting them. ebay claims to have saved me from returns for half of my orders over two months. if thats the case buyers have gone bonkers. my guess is thats not the case and ebay is using some kind of fubar counting system

Perminate Link for eBay Spells Out How They've Protected Sellers   eBay Spells Out How They've Protected Sellers

by: 1beck3 This user has validated their user name.

Tue Oct 28 10:50:24 2014

I've received a message like this 3 or 4 times over the past 3 years.  It's been limited to removing low DSRs or Neutral/Neg Feedback, haven't seen anything about preventing a return yet.

Did have an issue recently with a buyer "requesting a return". The format of the message looked different and when I opened it, the only options were to deny the return (b/c ebay said I wasn't obligated to accept it) or offer a full refund.  I contacted the buyer directly and he told me the size was too big and he only wanted to exchange.  We handled it and the case was eventually closed (no defect so far), but it definitely didn't offer the desired options to me or the buyer.

Perminate Link for eBay Spells Out How They've Protected Sellers   eBay Spells Out How They've Protected Sellers

This user has validated their user name. by: Rexford

Tue Oct 28 10:50:32 2014

I am hoping that someone can make sense out of this and their fuzzy math.

Does anyone have any evidence that what they say is what they've actually done?

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This user has validated their user name. by: Ric

Tue Oct 28 11:06:20 2014

I have not received this letter recently, but have received it in the past, usually when someone who has left feedback and low stars has closed their account.

This amounts to little more than eBay taking credit when someone closes their account and does not necessarily reflect the fact that eBay actually did anything under their own initiative.

Statistically the alleged removals have never changed any information on my dashboard.

Perminate Link for eBay Spells Out How They've Protected Sellers   eBay Spells Out How They've Protected Sellers

This user has validated their user name. by: Rexford

Tue Oct 28 11:22:57 2014

The devil is in the details.  I would definitely want to see the details, and not just some blanket statement from eBay.

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This user has validated their user name. by: Basset

Tue Oct 28 11:34:57 2014

I've also received this email. I have not had time to look closer at the DSR numbers.

The ''prevented returns'' number seems really high on mine based on the time period.
Almost like all of the items I sold had a prevented return. I really don't know where that ''prevented'' number comes from and what counts as a ''prevention''.


Since I take returns, there have never seemed to be any problems with the process. People thank me, I thank them and the buyer is encouraged to return again in future.
That was a process that did NOT need fixing, imo

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This user has validated their user name. by: Anonymous Annie

Tue Oct 28 11:57:10 2014

---- ''I really don't know where that 'prevented' number comes from and what counts as a 'prevention'.''

My best guess would be that ebay ''prevented'' a buyer from selecting a defect-eligible option (ie: because it was automatically grayed-out or disabled) due to the fact that not enough time had passed.

Was the buyer ''exploring'' the eBay pages... perhaps looking for a way to communicate with the seller? In doing so, did the buyer accidentally click a defect-eligible option?

Did the buyer accidentally select ''NOT RECEIVED'' or ''SNAD'' instead of ''ASK QUESTION''... and receive some sort of error message letting the buyer know that it was too soon to open a case?

If so, it seems a bit silly for ebay to be ''bragging'' about such things---and implying that they are proactively ''protecting'' sellers---when it was simply one of those (rare) instances that the code behind the web page was actually working properly.

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by: sasikat9 This user has validated their user name.

Tue Oct 28 12:55:34 2014

Yea, right, unhun, ok, and if I believe what they are telling me I deserve the bill for that bridge in Alaska.

Ebay speak with fork - tongue out of both sides of its ugly face.

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

Tue Oct 28 13:06:49 2014

Too funny! That eBay is sending such, undoubtedly disingenuous, emails demonstrates that they are in dire straits ...

Fortunately, it’s still very easy for anyone to tell when an eBay or "PreyPal" spokesperson is being disingenuous—their lips are moving! ... http://bit.ly/YvxFEg

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: Rexford

Tue Oct 28 13:23:11 2014

"defect-eligible option"

Don't you love that phrase Annie?  Only on eBay.  LOL

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This user has validated their user name. by: Basset

Tue Oct 28 13:28:21 2014

It is very odd, Annie, to say the least.

The ''prevented returns'' number is supposed to cover 2 months and depending on which 2 months, could actually reflect the total number of items that I SOLD in a two month period.

It is a VERY high number - almost as if they are counting EVERY item I sold as a potential return that was prevented.

Extremely unlikely such a large percent of my buyers would be hovering on the return screen. I get very few returns even with an ''any reason'' policy.

Mystery!

Perminate Link for eBay Spells Out How They've Protected Sellers   eBay Spells Out How They've Protected Sellers

by: Enough Is Enough! This user has validated their user name.

Tue Oct 28 13:41:37 2014

These new "protections" (and the repeal of the Holiday Returns Policy) are simply DAMAGE CONTROL.

Someone with a brain crunched the numbers, and have seen the mass exodus of sellers (or sellers who refuse to give 3 month holiday returns on used merchandise).

Now lets see if they can do away with the 6 month PayPal refund policy. This is really the last straw for many sellers. I will close my ebay store if I ever have to give money back to a buyer who has borrowed a piece of merchandise for 179 days (or over 30 days, for that matter), and claims it was not as described!!

Perminate Link for eBay Spells Out How They've Protected Sellers   eBay Spells Out How They've Protected Sellers

by: tango This user has validated their user name.

Tue Oct 28 13:44:26 2014

Protecting sellers?  thats a joke!!  they do no such thing.  The ONLY defect CSR is removing these days is if the buyer files a non-receipt and tracking states delivered. That is the only one.  The rest, right/wrong/indifferent all go towards the 2% max defects and will not even be considered (with logic) to be removed.  I have had several conversations about truly outright wrong so called defects.  One CSR questioned ''why do you feel a defect is negative''  really, dude?  The most recent CSR stated basically that it does not matter - anytime a customer says NotAsDescribed it is a defect that cannot be removed.  HOW is this PROTECTING sellers when rule is, they buyer is always right (even when he is clearly wrong and even if the buyer states it was his mistake!).  It is beyond reasonable, beyond any logic or anything reasonable that would foster an even remote possiblity of increased business. The ONLY effect it has - is making Sellers so mad, that eventually they go elsewhere and to influence then anyone they possibly can to NOT purchase on Ebay.  REally, this is what they want?  Aren't the quarterlies already in the dumpster and the comapany downgraded by Standard/Poor?  Some people need to go all the way to the bottom to realize, there is no bounce.
my 5 cents on this one.

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This user has validated their user name. by: Tula

Tue Oct 28 14:02:07 2014

Heh. The video they had on yesterday's Level-Up challenge was all about seller protection. They blathered on for a couple of minutes about how they protect sellers, yet didn't specify a single concrete fact about how they do so. I guess that kind of sums up the entire Ebay approach: talk, talk, talk, but don't actually say anything.

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This user has validated their user name. by: Ric

Tue Oct 28 14:40:03 2014

''I really don't know where that 'prevented' number comes from and what counts as a 'prevention'.''

Here are some of the ways eBay believes they have "protected" sellers....

1) Hiding your listings - You can not get a defect if nobody can buy your item.

2) Banned some buyers who purchase plenty of stuff yet based on the feedback they leave, always seem to find their seller to be a problem.  The only thing is that eBay fails to prevent these buyers from simply opening a new account.

3) eBay has driven off many sellers and prompted them to close their accounts which makes their feedback go away. The problem is that accounts do not get deactivated for six months despite the sellers desire to have the account closed ASAP. The result is that any feedback sticks until the ID actually closed.

Of course, eBay has done NOTHING about really protecting sellers from those buyers who leave low DSR scores behind positive feedback despite the fact this can be easily implemented by greying out 1, 2, and 3 star ratings automatically when positive feedback has been left.

eBay's seller protections are like Unicorns.... many would like to believe the mythical creature exists, despite the lack of evidence positively proving they do.

Perminate Link for eBay Spells Out How They've Protected Sellers   eBay Spells Out How They've Protected Sellers

by: maxmad This user has validated their user name.

Tue Oct 28 14:47:37 2014

It's 100% the most stupid thing any company would ever dream of doing, it makes ZERO sense, the numbers are made up, and you cannot even verify any of it,

Like I really want to give my money to a company that feels the need to protect me from themselves, because it's not the buyer that is going to hurt my business, it ebay, that does the damage,

I really have no words that I can use in a public forum for ebay, but I can tell you one thing they are the one's who will need protection , it's called bankruptcy protection,

 

Perminate Link for eBay Spells Out How They've Protected Sellers   eBay Spells Out How They've Protected Sellers

This user has validated their user name. by: iheartjacksparrow

Tue Oct 28 15:19:33 2014

I think everyone knows how eBay "spells" their protection for sellers: two words, seven letters, starts with an "F" and ends with a "u".  

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by: fashionista This user has validated their user name.

Tue Oct 28 15:25:17 2014

as I posted yesterday on another discussion, their numbers exceed my transactions on that account. It made no sense. I also have 100% glowing fb, so everyone, and then some left low dsr's.
I have been paying close attention to my dashboard, because I got a warning flag about uploading tracking within 24 hrs...I always do, so my percentage went from 91.4 2 days to 99.8 the next day.  Not possible.
The Twilight Zone exists!

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This user has validated their user name. by: Island_Sam

Tue Oct 28 15:37:04 2014

All this protection is giving me a warm fuzzy feeling inside....Ooops that was heart burn.

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This user has validated their user name. by: eBankrupted

Tue Oct 28 15:50:00 2014

Once again, total eBullsh*t from the Donahole's spin squad. They're trying to undue the reality that they've created a buyer free-for-all wonderland where sellers are completely defenseless.

One obvious problem is that ebay sees themselves as a 'business' and you as their 'seller', so the real way to free yourself from the corporate slavery is to realize ebay is a middleman, and you are a business (not the middleman's 'seller'). You’re paying a middleman to take your profits and then side with the crazy buyer who borrowed the item, stained, dented and infected it and returned it useless 179 days later.

Does ebay pay you a wages, benefits and provide W-2 withholding? If not, then you are a business, not their 'seller'. You don't work the sales counter at ebay, you are an independent business who files a Schedule C, or corporate return. The deception is to make you believe you work for them and must abide by their rules.

Ebay often creates a time/energy wasting maze that you get lost in, so you aren't out grazing on other venues or marketing directly on your own. This busy-work comes in the form of non-sense emails/webinars, 'updates' that create drama and paralyze you with fear, busy work like resizing photos, hiding features, or any other time and energy wasting policies they can think up to keep you exhausted, depressed, broke and on their site.

Independent businesses who sell on ebay just need one app, or venue to come along and disrupt ebay totally overnight. It might seem impossible, but so did the concept of Uber, which has disrupted the taxi industry and is providing better service and helping the local economy by providing jobs to drivers. Why call an 800 cab number and wait 15-90 minutes for a cab, when the Uber app tells you exactly when your driver will arrive, and it seems the drivers are professional and clean? You can bet there’s an app developer out there right now who is developing the ultimate ebay app disrupter one day soon.

Ebay is just one app, one idea, and one cooperative venture away from becoming what the taxi industry is now becoming. Now that ‘sellers’, er independent business are actively listing and selling on Amazon and other sites with success, ebay must realize their views and sales are going down and they’ve been exposed to the light. So out comes the corporate propaganda to lead you into another ebay maze that wastes your time. Just like in the Wizard of Oz we realize who’s behind the curtain; the sooner you understand that at the end of the maze is financial slaughter, the faster you’ll run away from ebay (and paypal) and find success again.

Alone we just let the bloodletting parasite suck our veins dry, but together we can pull the leech off the entire eCommerce community and find freedom again. Cyber Monday 2014’s ebay sales are May 2015’s chargebacks. Why invest in chargebacks?

11/18/14 = FREE AT LAST

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