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Thu Mar 5 2015 11:39:35

The More You Help Buyers, the More eBay Dings You

By: Reader

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Dear Ina,
The more "excellent service" you give to buyers, the more eBay dings you.

My daughter and I have each sold on eBay since early 1997. That's 18 years!

Recently, though, in attempting to meet buyers' needs and give excellent service, we find ourselves being dinged.

In my case, a buyer of multiple items reported that one was received with a slight (but acceptable) flaw. She contacted me directly and not through eBay, just to let me know. I had an extra item so I printed a new label and shipped it to her immediately. She was thrilled.

NOW: eBay has dinged me for "not shipping (the second item) within stated handling time" even though the first shipment went out within hours.

In my daughter's case, she sold five listings to the same customer who wanted to pick up the items. The buyer was pleased that he could do so and gave great feedback.

NOW: she has been dinged for "not shipping" on all five listings.

She called eBay and was told "that's just the way it is and there is nothing we can do".

eBay: WE are the people who keep you in business. WE have sold almost $200,000 in 18 years. Yes, we are small sellers but we are your backbone.

You want us to give "excellent customer service" but you give us defects when we do so.

It's not us. It's you, eBay, keeping us from doing the right thing.

As a quality assurance professional, I learned one thing: things are either right or wrong. They are not 1, 2, 3, 4 or 5. The overly-complicated eBay DSR system allows buyers to leave feedback depending on mood.

For example: We recently had an unpaid item dispute with a buyer who regularly would leave ten or more negatives against various sellers in one day. One negative was for not allowing her to pick up a 99-cent purchase (which would have required a 100 mile round trip). "Not community minded" was added as an extra insult.

That buyer is still stiffing sellers, based on what we see on her feedback received.

Here's how eBay's defect system should work:

IF a buyer reports a seller-caused defect, they should be required to file a complaint **right then**. They should not be able to ding you with a low DSR score and NOT follow through.

Feedback: Sellers should receive a "point" for each sale. IF there is a problem, the buyer can remove that point by filing the complaint (which would leave an automatic negative).

Signed,
The harder we work, the more we're disrespected

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Readers Comments

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by: 4Star This user has validated their user name.

Mon Mar 9 01:38:53 2015

While the failure to provide tracking may not affect your seller status by creating a DSR, it DOES affect hwo yoru items rank in eBay's Cassini search engine. There are many, many things that are affect your placement within the search engine so both you and your daughter are right to be concerned about them.  

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by: spirit-of-shiloh This user has validated their user name.

Mon Mar 9 01:52:57 2015

I was going to suggest the same thing that "laytonian" posted. Forget eBay labels,use click n ship. Besides, USPS shows EXACTLY how much the cost is where eBay hides the price.

Perminate Link for The More You Help Buyers, the More eBay Dings You   The More You Help Buyers, the More eBay Dings You

by: charcorvet This user has validated their user name.

Mon Mar 9 08:46:34 2015

Sorry OP but it is YOU. Because? Because it's been reported everywhere, here, facebook, twitter etc that making a second label from the same Paypal payment or ebay labels writes over the shipped date to the newest one causing you a defect.

Next time just go to Paypal multi-order shipping and create an entirely new label.

Your daughter also caused her own problem. She should have gone into the sales record and changed it to LOCAL PICKUP ONLY and then it wouldn't require tracking. THAT has been discussed on ebay radio and facebook (and I know because I discussed it on facebook when I had a pickup to do and someone enlightened me there.

So it's not just ebay (they could make both of those things less of an issue) but it's you assuming YOUR way is the right one.

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This user has validated their user name. by: Don Wagner

Mon Mar 9 09:13:53 2015

I'm just glad we're not living in North Korea.

Perminate Link for The More You Help Buyers, the More eBay Dings You   The More You Help Buyers, the More eBay Dings You

by: scaryguy This user has validated their user name.

Mon Mar 9 10:23:25 2015

This morning I was lucky enough to deal with ebay over the phone. I am in the process of a return with a customer. No issues. We have a mandatory restocking fee, which the buyer is fine with. Well since they opened up a "return request", ebay put the full amount of the purchase on "hold". Now when they return the item they will get the full amount. When did ebay start doing this?!?!?! I am sick of them sticking their nose in MY business. There was NO issue at all. NOW there IS. As I type I have NO item and NO money! How is that correct at all?!?!
Cant wait until ebay crash and burns!  

Perminate Link for The More You Help Buyers, the More eBay Dings You   The More You Help Buyers, the More eBay Dings You

by: Tornad0sRul This user has validated their user name.

Mon Mar 9 10:27:17 2015

@charcorvet, some people, especially small sellers or those with full time jobs, don't have the time to read every single blog, community thread, or Twitter comment, and there are so many glitches and tricks on EBay that it is impossible to be knowledgeable and informed of all of them.

And to Don Wagner, when dealing with EBay I always feel like I am living in North Korea or some 3rd World Country.

Perminate Link for The More You Help Buyers, the More eBay Dings You   The More You Help Buyers, the More eBay Dings You

by: mazelgirl This user has validated their user name.

Mon Mar 9 10:35:12 2015

eBay's current policies are not friendly to anyone-not to sellers or buyers since we're dinged. I was in sales for twenty years and I can't imagine who in this company thinks this stuff is a good idea when they release it.

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This user has validated their user name. by: miketx7

Mon Mar 9 10:48:07 2015

EBay top brass executives do not, and perhaps can not, appreciate small business in the least.  It goes to the root of philosophy and general outlook towards life and the world...For insight, always follow the money...it tells you everything.  Which brings me to Scotty's George Carlin quote, which fits perfectly for the low-information voter crowd that has given us this disastrous administration with it's upside-down reality and rotten-to-the-core corruption that is relentless in it's pursuit to undermine America's position in the world and  takes every opportunity and welcomes any and all legislation to dis-empower the citizenry and strangle capitalism, small business being hardest hit.  The proof concludes well beyond reasonable doubt and far above a preponderance of the evidence---Why would anyone do such things? Theories, none good, with incompetence being best case.  General outlook on the world and on life might say something. But, follow the money....EBay is absolutely two-peas-in-a-pod in love with this low-life administration, as disgustingly reminded recently by full support of the Net Neutrality power grab that had nothing to do with any current ''internet problem'', and whoever told you otherwise, should be dis-owned as an information source permanently.  eBay's support for this over-rated buffoon community organizer has taken every form possible including maxed out financial contributions and then some, to be sure.  Yes, corporate top brass but managerial on down also showed disproportionate financial and other support.  So there you have it.  These are the people that can see clearly, if they were to look, that everything negative forewarned has or is coming true, yet they utterly refuse to join the legions of right-minded logical thinkers that are continuously proven correct by history, time and time again.  Instead we get sickening cowardly misstatements of fact, repeated ad nausium and echoed throughout the eBay group think mind with it's long arms slimming the halls of academia, slithering through the deepest subtle roots of Hollywood, with tentacles sucked onto each skull full of mush within the main stream state-sponsored media.
eBay = Obama = Misguided Scum, at best.
Don't be like eBay.  Break the group think and fight the illogical--Get the right information, the real facts...you have to seek them out, they're rarely front and center--Good place to start is where ever the Illogical Group Mind tells you not to ever look.
Otherwise, O'bay and keep getting O'wned. (aka: suckers)
10-4.
Over and out already.
Now, tell me....who's your daddy--

Perminate Link for The More You Help Buyers, the More eBay Dings You   The More You Help Buyers, the More eBay Dings You

by: laytonian This user has validated their user name.

Tue Mar 10 22:58:58 2015

Five "hits" for allowing one buyer to pick up an item.

BUT those same "hits" are not offset by five positive feedbacks that count.   :(

Perminate Link for The More You Help Buyers, the More eBay Dings You   The More You Help Buyers, the More eBay Dings You

This user has validated their user name. by: Marie

Wed Mar 11 02:57:55 2015

@tornado

If someone is going to choose to sell on Ebay, then they need to learn how to.  And they need to learn the rules.  It is a lot to learn, no doubt.  But it is the seller's responsibility to do so.  It is like any other job.  

I agree about twitter, facebook and the such.  But at the very least, sellers need to read the emails Ebay sends on seller updates and digest what they say.  It is just part of the job as an Ebay seller.

It is NOT Ebay's fault that the OP choose not to stay current on the rules.  

I am in no way saying I support or agree with the defect policy, but I am saying that it is a sellers responsibility to know the policy.  

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