|Wed Mar 26 2014 12:20:31|
eBay Feedback Changes - More Opaque than Transparent
By: Ina Steiner
Many sellers were excited to hear eBay was removing anonymity from the Detailed Seller Ratings (DSRs) that make up an important part of eBay's feedback system. But after conducting an email interview with eBay spokesperson Ryan Moore, I learned it's not a move toward full transparency after all.
Sellers will not be able to see what ratings a buyer has left them on each transaction. Instead, sellers will have to run a report. The report will indicate which transactions have received ratings considered a "defect" by eBay for item description and ship time - those are the only two DSRs that count towards defects under eBay's new Seller Performance Standards taking effect in April. That apparently means the two other DSR criteria will continue to remain completely anonymous, and sellers with a lot of transactions may have difficulty seeing which buyer left which "defects."
I'm hoping to learn more, in the meantime, eBay is holding a webinar this afternoon where it may delve into this issue in more depth. Not wanting to "interpret" Ryan's responses, here are my questions and his full responses.
EcommerceBytes: What will buyers see in April when they go to leave DSR ratings for a seller? Will there be any changes, such as special messaging about the DSRs no longer being anonymous?
Ryan Moore: In terms of messaging buyers will see: The current pop-up box which states DSRs are anonymous in the Leave FB Flow, as well as the Leave FB reminder e-mail will state "Keep in mind DSR are not anonymous - sellers can see the individual ratings they received.
EcommerceBytes: Do you have any screenshots of what sellers will see in April?
EcommerceBytes: Will sellers have to run reports, and if so, why, as opposed to seeing the DSR ratings in each transaction? Will sellers be able to view all four DSR criteria with each transaction - i.e., will any of the DSRs be anonymous?
Ryan Moore: As for whether sellers will be able to view all four DSR criteria for each transaction: Sellers will only be able to see which transactions have a defect, and for DSR's, item description and ship time are the only two DSRs that count towards defects.
EcommerceBytes: I'm confused. If Buyer X leaves a seller a 1 for ship time DSR, the seller can't see that it was Buyer X who left him that 1? If that's the case, how are DSRs no longer anonymous? And if that's not the case, how would a seller be able to see that it was Buyer X who left the 1?
Ryan Moore: eBay will be providing sellers with transaction level defect information in order for the seller to see the item and transaction which the defect relates to. This level of information means sellers will be able to make much better use of the ratings to continually refine their selling practices.
EcommerceBytes: Why was the decision made now to remove anonymity, as opposed to 2008?
EcommerceBytes: Which country sites will the DSR changes apply to?
Ryan Moore: The DSR change is global.
eBay is hosting a webinar this afternoon (2 pm EST) about the Spring 2014 Seller Release. Julia Wilkinson will be listening and will provide coverage on the AuctionBytes Blog.
UPDATE: See Julia's coverage of the webinar, "eBay Seller Standards Webinar: Buyers Expect More," on the AuctionBytes Blog.