|Wed July 23 2014 10:57:54|
New Seller Dashboard as eBay Defect Rates Loom
By: Ina Steiner
One month before eBay institutes a new way of measuring sellers' performance, it has rolled out a new dashboard, and it's bringing with it some unwelcome surprises.
An EcommerceBytes reader said he saw many new categories in the Trending Data popout. "Seeing those "new" categories, I checked some of them, and don't agree with the numbers I see (big surprise, eh?). So, I wanted to run my "Defect Report" that has been available since about May. Surprise! It's gone! Without that report, how can they say the DSR's are not anonymous?"
Above: New dashboard (some columns removed to protect buyer privacy).
Previously the widely-detested Detailed Seller Ratings (DSRs) along with feedback percentages were the heart of eBay's Feedback system (Feedback 2.0). Now with what might be termed Feedback 3.0, eBay is introducing the Defect Rate.
The defect rate is the percentage of a seller's successful transactions that have one or more of the following "defects":
- DSR of 1, 2 or 3 for Item not as Described;
- Opened case for an Item not as Described;
- Return for Item not as Described;
- DSR of 1 for Shipping Time;
- Opened case for an Item not Received;
- Negative or neutral feedback;
- Seller-cancelled transactions.
Starting with the August 20 evaluation, to meet eBay's minimum standard, sellers can have up to a maximum 5% of transactions with one or more transaction defects over the most recent evaluation period. A maximum 2% will allow a seller to qualify as an eBay Top Rated Seller. Only transactions with US buyers count.
Another seller who saw the new seller dashboard told EcommerceBytes, "I'm not that fond of it, but it works. The older one was far easier to read. This one is fancier, more graphics, less meat."
But she too found a surprise - different tracking ratings than the old report had shown for her account. The three metrics shown are as follows:
- Tracking Uploaded
- Tracking uploaded within handling time
- Tracking uploaded & validated by carrier
"One of the new requirements if validated tracking within our stated handling time. For the past few months it has been showing up fine, a little lower than it should be in my opinion, but well within the requirements."
Now she's seeing a huge drop from the old version of the dashboard, "when we just had the pop up screen showing us defects and the such. Somewhere along the line I lost about 5% in the validated tracking. I have no clue where it suddenly went."
Other sellers discussing the issue in this eBay discussion board thread agreed that the tracking did not reflect their true performance, and another seller weighed in about changing performance metrics on the new dashboard.
Buyers were also treated to an unwelcome surprise. According to a discussion on the eBay boards, eBay is displaying a "performance" rating on buyers' accounts.
Sellers were even discussing it on Reddit, saying many sellers were going from "above standard" to "below standard."
UPDATE 7/23/14: See comments below, eBay just sent out a mailing about the new seller dashboard, here's a link to a video that shows how to access the reports.