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Tue Dec 9 2014 11:14:25

eBay Seller Loses Top Rating Due to Unrealistic Targets

By: Reader

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Dear Ina,
I have been with eBay for several years and thought I would send you my latest experience with eBay. Being late November mail starts getting slow, buyers and eBay know this. Rather than asking me a question through eBay message system, buyer opens an item not received case.

I checked and it was in the third week of postage so still likely to get there. When I hit reply to buyer it went straight to refund purchase. There was no way around it so I gave the refund. Next I got a defect and the following day received this email from eBay:

Unfortunately, your account no longer meets the eBay Top Rated Seller requirements under the DE seller performance standards program. To learn more, go to your Seller Dashboard.

Visit your Seller Dashboard and review the Top Rated Seller requirements and see how your eBay business measures up.

Thank you again for selling on eBay. We hope to welcome you back to Top Rated Seller status soon.

Bless those people at eBay for giving us unrealistic targets. I have tried to abide by their rules for the most part, but some things they do are just unfair. Now 12 months ago I lost my TSR status when a buyer in Thailand left me a negative. I asked eBay to remove it but they would not despite the fact I showed them the POD (proof of delivery) for it.

Recently they have been asking for 4 pictures for every item, which is not only time consuming, but not always possible, depends on the item. They also want us to offer free shipping and reduce the item start prices - why don't we just give the items away and pay for express post too?

The GSP (Global Shipping Program) is scaring off customers especially international ones. Anyway, now I have lost my TSR rating the second time due to their stupid rules and it makes me frustrated. Their constant changing rules and offers are crazy. Can't they just leave things as they are?

Cassini is crap too, it just does not work. I have seen other sellers' stores who told me they have listed items yet the items yet I could see no listings for them over a few days then they suddenly appeared with 2 days left till auction end.

I am trying to meet their TRS standards but how can I with their unrealistic targets, crazy rules and items not getting viewed for days? To top it off, sales are down by $2000 this month compared to last month.

A lot of regulars seem to have given up ship and left. But I think overall I should just ignore their defect system as it's damn impossible to get a perfect star rating now days. When will eBay support sellers?
Tom




Comments (23) | Permalink

Readers Comments

eBay Seller Loses Top Rating Due to Unrealistic Ta   eBay Seller Loses Top Rating Due to Unrealistic Ta

by: angryllama This user has validated their user name.

Tue Dec 9 15:03:38 2014

Tom, Should we assume you neglected to mention this was an international sale and that the DE reference was to Deutschland?  Day by Day it seems impossible to deny that eBay truly is trying to Wipe Out all their established seller base. Was this kleine Teufel im Deutschland expecting delivery by First Class, Priority, or was it supposed to have been by the Whiz-Bang GSP?  (kleine Teufel = Little Devil) NICEST thing I could CALL any export buyer who FAILED to contact the Seller / Shipper before opening a case against you.

eBay Seller Loses Top Rating Due to Unrealistic Ta   eBay Seller Loses Top Rating Due to Unrealistic Ta

This user has validated their user name. by: Rexford

Tue Dec 9 15:18:02 2014

The Golden Rule: Do unto others as you would have them do unto you.

This is something totally foreign to eBay management.

eBay Seller Loses Top Rating Due to Unrealistic Ta   eBay Seller Loses Top Rating Due to Unrealistic Ta

by: sasikat9 This user has validated their user name.

Tue Dec 9 15:24:49 2014

I would think a longer happier stress free life would be one of the benefits of losing the TRS,

As you get older, it also saves the knees from the sudden jarring of jumping hourly for the unreachable carrot.

eBay Seller Loses Top Rating Due to Unrealistic Ta   eBay Seller Loses Top Rating Due to Unrealistic Ta

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

Tue Dec 9 20:59:42 2014

@Rexford,

"Do unto others as you would have them do unto you."—only do it to eBay first ...

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

eBay Seller Loses Top Rating Due to Unrealistic Ta   eBay Seller Loses Top Rating Due to Unrealistic Ta

This user has validated their user name. by: Marie

Wed Dec 10 03:18:01 2014

@Tom

International transactions and resulting Defects if any do NOT count against a seller for their US TRS status.  It only counts against the Global TRS status.  So the FB you got from your international buyer did not play part in losing TRS.  

One INR claim won't cause you to lose your TRS status either.  There is more going on that has not been shared here.

I'm not defending Ebay or its defect policy.  Personally I hate it and I think it unjustly punishes many very good sellers.  I'm just sharing with you that there is more to you losing your TRS status than you stated above.

eBay Seller Loses Top Rating Due to Unrealistic Ta   eBay Seller Loses Top Rating Due to Unrealistic Ta

by: angryllama This user has validated their user name.

Wed Dec 10 09:34:12 2014

Tom. Do not know why I missed this first time I read your missive, but WHY DID YOU REFUND?  You already HAVE this Buyer's REAL eMail address so using eBay Messaging to reach him / her was NOT your only option.  Have you contacted your buyer since that premature Refund?  If we ALL just did whatever the eBay nutcases said to do... we'd all be broke and broken.

eBay Seller Loses Top Rating Due to Unrealistic Ta   eBay Seller Loses Top Rating Due to Unrealistic Ta

by: Bedding This user has validated their user name.

Thu Dec 11 00:08:48 2014

I also lost my TRS status about 7 mos. ago over the same crap.
Buyers asking question by opening IND dispute.
I have given up on worrying about it. Believe me I make up the 20% disc. Business as usual and less stress,

eBay Seller Loses Top Rating Due to Unrealistic Ta   eBay Seller Loses Top Rating Due to Unrealistic Ta

This user has validated their user name. by: LasVagueness

Thu Dec 11 00:27:14 2014

You have my sympathy, Tom, and you nicely encapsulated everything that is wrong with eBay today: too many hoops, too many hurdles and too many hassles.

eBay Seller Loses Top Rating Due to Unrealistic Ta   eBay Seller Loses Top Rating Due to Unrealistic Ta

by: ellisdtripp This user has validated their user name.

Thu Dec 11 00:53:18 2014

ebay's carrot and stick:

They sneak up silently behind you and smack you soundly across the back of the head with the stick.  When you bend forward from the unexpected blow they shove the carrot up your ass.

eBay Seller Loses Top Rating Due to Unrealistic Ta   eBay Seller Loses Top Rating Due to Unrealistic Ta

by: Tiffee Jasso This user has validated their user name.

Thu Dec 11 01:11:41 2014

I was going to ask the same thing, why did you give them a refund if the item was shown as being in the delivery process?
The buyer that complains because they didn't get the item in 3 to 4 days, across country, is already experienced at getting free merchandise. Handing them money for basically stealing from you, only encourages them to go for the throat of the next seller.  

eBay Seller Loses Top Rating Due to Unrealistic Ta   eBay Seller Loses Top Rating Due to Unrealistic Ta

by: comet This user has validated their user name.

Thu Dec 11 02:55:39 2014

@TOM---

Please tell us MORE about the number of PICTURES they now want on our listings AND the amount of money WE are supposed to LIST these for---

HOW DID YOU GET THIS INFO????

I had several items on one of my accounts taken down allegedly FOR these exact reasons--I could find--and ASKED all of the numerous CSR's about this--NOTHING in the Policy and Procedures on this YET they kept reading from the SAME script.

No one ELSE has mentioned this here or anywheres else I can find.

The CSR's never TOLD me HOW MANY pics I was suppossed to have;  nor how MUCH I was to price at.  When I moved the listings to a different account--same pics;  same prices----I got--nothing.  

When I needed to RELIST these I found it--hysterical--that the little "Suggested price listing box"  had LOWER prices than I had ON MY LISTINGS--that were allegedly TOO LOW for ebay standards.
'
I suspect--but can't prove--that this is some NEW fresh HELL ebay is trying out on random sellers.

I spent SEVEN HOURS on the phone with various CSR's and NEVER got a straight explanation.

Since then I have not sold ONE BLOODY THING ON ANY OF MY THREE ACCOUNTS. Oh wait--I lie--I DID have a non paying 0% FB "buyer" on one of those items ebay took exception to.

Something wicked this way comes.  

eBay Seller Loses Top Rating Due to Unrealistic Ta   eBay Seller Loses Top Rating Due to Unrealistic Ta

by: ebay refugee camp This user has validated their user name.

Thu Dec 11 09:24:11 2014

I am sorry you have become the next victim.

eBay Seller Loses Top Rating Due to Unrealistic Ta   eBay Seller Loses Top Rating Due to Unrealistic Ta

by: Moonwishes This user has validated their user name.
Web Site

Thu Dec 11 11:17:32 2014

I too don't understand the immediate refund. Did ebay give you a time frame that you are supposed to answer emessages? Back when all I sold was books, I was on a book forum where a couple of sellers indicated that whenever a buyer (from any venue) complained about slow delivery they automatically gave them a refund. Some of them were complaining within 3-4 days. I could never understand this, and while I do get some repeat buyers, I certainly don't get enough of them to willy nilly give refunds like that as a way to prove great customer service to some joker that will never buy from me again. So some buyers are actually at fault on this problem from long ago, at least on on-line selling time.

eBay Seller Loses Top Rating Due to Unrealistic Ta   eBay Seller Loses Top Rating Due to Unrealistic Ta

by: Tornad0sRul This user has validated their user name.

Thu Dec 11 12:26:51 2014

I agree with Tiffee Jasso.  Refund shouldn't have been given and the sellers (usually the larger sellers) who don't fight back against the scammers are only passing them on to another unknowing and innocent seller.  In fact I just today received a notification from the "Ebay for Business Blog" about a guy who sells jewelry and he said this below which I 100% disagree with because it only assists the crooks and scammers who go on to steal from other vulnerable sellers.  If you don't put a bad buyer on the radar by reporting them or fighting back against their ridiculous requests they only continue to thrive on the site.  This is the type of buyer that I cannot stand on EBay:
"If my customers aren’t happy, I make them happy. It doesn’t matter who’s right or wrong. If they want to return an item, FOR ANY REASON, I’ll pay the return shipping. No questions asked. However, this doesn’t happen very often. Maybe fifteen times a year. That’s the cost of doing business. And, I’ve only had ONE defect in sixteen years.”

eBay Seller Loses Top Rating Due to Unrealistic Ta   eBay Seller Loses Top Rating Due to Unrealistic Ta

by: Tornad0sRul This user has validated their user name.

Thu Dec 11 12:28:03 2014

I meant "this is the type of SELLER (not buyer)" that I cannot stand on EBay.

eBay Seller Loses Top Rating Due to Unrealistic Ta   eBay Seller Loses Top Rating Due to Unrealistic Ta

This user has validated their user name. by: Marie

Thu Dec 11 12:36:26 2014

Very little of what the OP has said can possibly be accurate.  Either he has a big misunderstanding about what is happening to his account and/or the selling rules on Ebay or he has left out important details from his posting.

1. You can not lose your TRS standing due to ONE INR claim even if you get a defect for it.
2. Ebay does not send you an email telling you that because of an defect received the previous day you have now lost TRS.  Those types of emails go out AFTER evaluation on the 20th of each month regarding the previous month's numbers.  NEVER CURRENT MONTH.  Now sometimes Ebay doesn't get these emails out very fast.  But they never send them in regards to the current month numbers.
3. USA TRS status is not affected by any defect of any kind from an International Buyer.  Defects from a transaction with an International Buyer only affect your Global TRS status.
4. A minimum of one Pic has been required for awhile now.  Not sure how long it has been.
5. DSRs (star ratings) and the defect policy are two completely different things.

I think much of Tom's problem is that he doesn't understand how certain things work and because of that he has made some avoidable mistakes that have cost him dearly.

He is so right that many of the rules are crazy and always in flux so it is beyond difficult to keep them straight.  

This has nothing to do with carrots held out by Ebay.  It has to do with significant misunderstandings by the seller on how the policies work and/or are applied.  When you don't understand, mistakes will happen.  Ones that may or may not have been avoided, depending on the situation.

If the OP feels that GPS scares off international buyers, that is a problem easily solved.  Do not opt into the program.  It is seller's choice, at least right now it is.  I don't like the program either and I am not opting into the program.  

@ Comet

I think you misunderstood what he posted.  He used the number 4 as a shortened version of the word ''for''.  They aren't asking for 4 pictures on every item, they are asking FOR pictures on every item.  

Unfortunately you just had another one of those bad CSRs giving you bad information.  Which is shameful and it serves no purpose whatsoever.  It hurts sellers and prevents them from spending their time creating more listings in which to post or manage their sales or whatever that seller would choose to spend their time on other than chasing after answers with EBay.

The CSR you got simply was incorrect.  You aren't required to have more than one pic and you are not required to have a certain starting price.  Ebay does not set pricing and they do not give you a violation for such things.

Your CSRs were looking at the section of the violation email that are ''recommended'' things.  They and apparently you are ignoring the subject line of the email.  That is where you will find the reason for the violation.  

Ebay could do a much better job explaining the reason for a violation in the emails.  But as we all know, for whatever reason Ebay has, they love to create confusion and turmoil with sellers.

eBay Seller Loses Top Rating Due to Unrealistic Ta   eBay Seller Loses Top Rating Due to Unrealistic Ta

by: Bidonmine This user has validated their user name.

Thu Dec 11 13:33:41 2014

I have been hit by the 'you need more pictures' metric on my listings for photos and vintage advertisements. These items only need one picture (except in very rare cases).

My solution, just upload the same photo up to 4 times. Seems to work fine as the warnings disappeared.

eBay Seller Loses Top Rating Due to Unrealistic Ta   eBay Seller Loses Top Rating Due to Unrealistic Ta

This user has validated their user name. by: Marie

Thu Dec 11 13:43:34 2014

@bidonmine

You have had listings closed by Ebay for not having more than one Pic?  Was it an MC999 Violation?

eBay Seller Loses Top Rating Due to Unrealistic Ta   eBay Seller Loses Top Rating Due to Unrealistic Ta

by: KarensJewelry This user has validated their user name.
Web Site

Thu Dec 11 19:42:48 2014

I actually closed my ebay store a couple of months ago and removed all of my items because of these stupid games they continue to play.  The funny thing was that a week after I closed my store I got an email congratulating me on selling with them for seven years.  They don't even know that I am gone. So glad I got out of there.

eBay Seller Loses Top Rating Due to Unrealistic Ta   eBay Seller Loses Top Rating Due to Unrealistic Ta

by: Bidonmine This user has validated their user name.

Thu Dec 11 22:06:08 2014

I have not had listings closed for just one photo - I receive the better selling warnings. Now I don't get the warnings.

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