Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Thu Feb 23 2017 21:09:31

eBay Quietly Rolls Out New Feedback Feature

By: Ina Steiner

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eBay quietly rolled out a change in how it displays a seller's feedback. As before, shoppers researching a seller can click on the number next to a seller's eBay user ID to view feedback ratings. But now for some listings, shoppers can also look at the feedback buyers have left an individual seller for a specific product - a subset of a seller's feedback.

Check out this listing for a Dewalt drill on eBay - you can see a link in the listing that says, "See feedback."


If you click on the link, a box pops up that says "Feedback on (seller user name) from others who bought this item." In this case, two buyers of that drill from that seller left the seller feedback.


We broke the story in EcommerceBytes 411 (thanks to a reader for the news tip) where we pointed out that the new feature gives negative feedback ratings more weight. A seller with one negative out of 124 ratings doesn't sound as bad as the same seller seen as having one negative out of the smaller number of ratings they've accumulated for a single product.

The feature is available for commodity goods with multiple quantities. eBay has not announced the new feature, nor did it respond to our inquiry to learn more. Let us know what you think as a seller, and would you find this useful as a buyer?




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Readers Comments

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by: sellerchick This user has validated their user name.

Thu Feb 23 22:07:33 2017

As a seller, it STINKS. So if you get a negative feedback, can you end the listing adn create a new one without the feedback?

As a buyer who is an experienced seller who has dealt with almost 20 years of idiot buyer feedback, I never judge a seller on just one negative because I always assume "idiot buyer" unless I see a pattern of bad feedback.

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by: thebobman This user has validated their user name.

Fri Feb 24 00:26:58 2017

I just saw that the other day on a poorly rated item. I thought it was there because the item sucked and ebay wanted to inform the buyers the seller was selling a crappy item that tended to get negatives

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This user has validated their user name. by: Rocky
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Fri Feb 24 00:27:24 2017

As a buyer I could find this feature useful. I've had interest in seeing feedback left for a particular item from a seller.  As a seller I see no harm if I've done all I can do to sell successfully and honestly.

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by: userfish This user has validated their user name.
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Fri Feb 24 00:32:45 2017

Feedback on just the item is a great idea that is well past due

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by: handmedownheaven This user has validated their user name.
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Fri Feb 24 00:34:52 2017

Glad I don't sell items that come under this.

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by: Lightning This user has validated their user name.

Fri Feb 24 00:43:58 2017

On a related subject, I just noticed yesterday that you if you go directly to a seller's feedback page, you can search the feedback by item number or keyword.  So even if the seller removes and relists it, all feedback related to the name of the item can be searched.

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by: DVDsandMore This user has validated their user name.

Fri Feb 24 00:47:02 2017

As a buyer, I've wanted this for a long time.  A seller may be stand up, but some products may be crap, and this will help with that.  

As a seller, I don't want to sell bad products either, so this wouldn't bother me because I'd pull the product from my offerings anyway.  

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This user has validated their user name. by: Marie

Fri Feb 24 03:02:26 2017

Yes, Lightning is correct.  This feature has been around for a little bit.  It wasn't announced that I'm aware of.  As a buyer I love it.  As a seller, I don't fear it as some seem to.  I think it is just fine.

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by: Jester This user has validated their user name.

Fri Feb 24 05:07:41 2017

It's no longer there on this item.

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by: C.Page This user has validated their user name.

Fri Feb 24 07:39:16 2017

I thought feedback was about the transaction (seller performance, etc) NOT the product, and that product reviews were about the item itself. This definitely muddies the waters.

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by: FeelingFroggy This user has validated their user name.

Fri Feb 24 08:17:14 2017

Just another roadblock/hoop for the sellers to jump through.....

We just delete the auction and then use sell similar to relist. Feedback gone, done, finished.

Its a sad state of affairs when ebay has to shove feedback in the face of buyers who either don't care or can't read.

To bad Fleecebay doesn't spend its time and money on fixing what is wrong instead of creating something else that is useless and somewhere down the road will become a glitch.

Well we are off to walmart website with the free shipping. Love it and recommend you take a good look at it.

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This user has validated their user name. by: Ric

Fri Feb 24 08:49:32 2017

eBay has almost always conducted tests of policies or processes in stealth mode, especially those that may be detrimental to sellers.

eBay does not want to make proposals for changes or 'improvements' and open the issue up to discussion.  In rare instances where they have opened up to discussion, they have marched like a bull through a china shop and implemented their policy despite objections from sellers.

So they have learned to take the path of least resistance by implementing changes on a limited basis and waiting to see how many individuals will call eBay and complain about the change in a limited run.  eBay does this because they know that few people will call and waste time waiting for an agent to take their call.

By using this method, eBay can then claim that their limited roll out was met with few objections and they can go ahead and implement the change site wide.

Remember, eBay takes user silence of policy and system tests as a positive vote in favor of that change, so it is important that if you object, you take and make the time to have your voice heard by contacting eBay.

Personally, I believe everyone would be better served if eBay were to make feedback searchable by item title instead of placing the item feedback result on the listing.

By making feedback searchable by title, eBay would be affording more discriminating buyers the ability to drill down without ruffling sellers feathers.



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by: toyman This user has validated their user name.

Fri Feb 24 10:12:28 2017

It apparently has been removed from this page.

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by: ySirTinLee This user has validated their user name.

Fri Feb 24 10:22:08 2017

As a buyer, I say it's about time. It's very time consuming to look for relevant feedback among 1000's of different reviews.  However, don't worry sellers, we buyers are not all idiots. We can tell stupid feedback from legitimate reviews.  

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by: uppercutknives This user has validated their user name.

Fri Feb 24 10:44:54 2017

Another nail in the ebay coffin.
Racing to sell off my inventory so I can leave ebay after 20 years of sales. Can't sell it off fast enough. May have to box it up and ship it all to San Jose. Now there's an idea.  

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by: I Must be Crazy This user has validated their user name.

Fri Feb 24 11:04:49 2017

Ebay must be doing something with the feedback feature. I haven't received any new feedback since Feb. 19th. That has never happened. Once again, Ebay is messing around with something that doesn't need messing with, adding no value to the site and users.

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by: Barbbie This user has validated their user name.

Fri Feb 24 11:12:00 2017

I noticed it on one of my items.

I think it may be good to offset some bad reviews I have seen that are on the seller; so those look like you are the bad seller on a commodity type item.

As a buyer, I like it. It could be helpful on those constantly sold out or bad quality items and may actually help some of those dropshippers by not selling their most dreadful items.

Most of my feedback are product reviews or postal service reviews so not too worried for myself.
 
If you are judging me to be a bad seller by the post office delivering to PR 2 weeks late or you think some used item looks too good so must be new, then go find someone else.

This does not really bother me and it kind of surprises me that some are so bothered.  If I sell something that truly is poor quality, then I stop selling it.
Over the years I have had a few things that did not hold up in shipping so obviously, those are not good choices to sell online.   If the item is a good seller for you, you should be fine as there should be a good bit of good to offset the bad.  If the item has lots of bad comments, first stop selling it for Goodness sake! Second, if undeserved, end it and sell similar with a slightly different title.  If you sell a lot of the same type stuff the keyword search is probably not going to be too helpful and the number will not match a current listing.

Good luck!

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by: Volvo351 This user has validated their user name.

Fri Feb 24 11:15:47 2017

Seems of VERY limited value; I would presume that by 'item' they mean FB's left by previous buyers of this same LISTING with multiple quantities. I doubt eBay has the ability to combine older listings for the same item type.

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by: a_c_green This user has validated their user name.

Fri Feb 24 11:25:59 2017

@FeelingFroggy:

> We just delete the auction and then use sell similar to relist.
> Feedback gone, done, finished.

How would the feedback be gone? It's linking to your past feedback, which you can't alter. Why would the relisted item come up any differently than the one you ended prematurely?

The only way around this that I can see, assuming that you've got some unfair bad feedback on the product that you would rather not have tainting your current listings for the same thing, would be to figure out how the system is matching your current listing to past feedback on the same thing, and remove that keyword or part number or whatever.

However, I think you'd really be throwing out the baby with the bathwater by doing that. It would be more harmful to your current listing than what one or two comments from the past might cause, since you'd probably skew your chances of search placement in a downward direction.

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by: Mill This user has validated their user name.

Fri Feb 24 12:45:39 2017

I'll never understand why a company looks for ways to kill sales.  

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