EcommerceBytes Letters to the Editor Letters to the Editor
Your emails to EcommerceBytes
For consideration, send your email to ina@auctionbytes.com with "Letters to the Editor Blog" in the subject line! Remember to include your name as you would like it to appear in the blog.
Thu Mar 5 2015 11:39:35

The More You Help Buyers, the More eBay Dings You

By: Reader

Sponsored Link

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




Comments (30) | Permalink

Readers Comments

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: Ihatethebay

Thu Mar 5 12:11:07 2015

No good deed goes unpunished.

I've been slowly moving my listings off of the Feebay to other sites.

John Donahoe doesn't want my patronage, so why should I continue giving him my hard-earned money???

I feel for you and your daughter. Do the right thing and leave the Greedbay.

The More You Help Buyers, the More eBay Dings You   The More You Help Buyers, the More eBay Dings You

by: 1beck3 This user has validated their user name.

Thu Mar 5 12:34:42 2015

"As a quality assurance professional, I learned one thing: things are either right or wrong."

Except when ebay won't make an exception for you.  

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: Philip Cohen
Web Site

Thu Mar 5 15:57:12 2015

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

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

Thu Mar 5 19:48:21 2015

This is a little more complicated than it appears.  The OP is having a few different problems and each have different explanations.

Ebay's system didn't know how to account for that second label.  When you printed that off, it made it appear you just had shipped it.  So it messed things up.  Now the system doesn't know if you just forgot it in the original package or have reshipped for some reason.  And there is no way for Ebay to know what the reason was, so I would suspect they default to it not shipping in time.

As for your daugher, her problem is different.  Ebay can't verify or track the shipping when it is a pick up item.  And they stated this from the day they started this darn verification thing.  They have no way to auto verify it which is what caused your daughter's problem.

The problem you had with the shipping time and your daughter's problem did NOT create a defect for you or her.  Defects are NOT given for a lack of tracking.  Unless it comes from your buyer in the form of feedback, DSRs or a claim.

If you or your daughter are TRS sellers, then these items will not qualify for the TRS discount.  If you are not TRS, there is no penalty for the lack of tracking or shipping time.

If you and/or your daughter are TRS sellers, as long as you maintain a 90% + shipping verification rate, you will continue to maintain your TRS status for this requirement.

As for the Negative FB received.  If in fact the buyer stated they were upset because they weren't allowed to pick up the item, you could call Ebay and get that FB removed.  The buyer was trying to renegotiate your stated shipping method after the purchase which is reason to have it removed if that is what they said.

I can't agree with the defect system you describe either.  I don't like Ebay's at all and you are trying to make it more simplistic than it actually can be if it were to be more fair to sellers.  It is a far more complex issue than that.

What will help, and you don't have to agree with them, but knowing how these things work will help you avoid many of the pitfalls.  Again, that doesn't mean you agree with them.  But knowing them will only help you.

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: Basset

Fri Mar 6 00:33:41 2015

I never thought the defect system had any good component because of the punitive way it was designed.  Actually, I can't think of  a good feature or revision presented in quite awhile.


In the past there were times when eBay would try something new & I would think ''That feature has potential''.  Then, afterwards, it would be gone or a complete mess.  




These days eBay are a tool to use to turn inventory into profit if you are lucky. Nothing more.

They do nothing to deserve an emotional investment from any of us.  I have not even cussed at them lately. Malfunction is normal and expected.

My reason for being on eBay has NEVER been to collect awards, designations, or feedback.  It has been to run a business the best way I can and turn a profit.

Reliable visibility, working technology and reliable customer service, THEN leaving sellers to run their businesses.  Too much to ask?

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

Fri Mar 6 02:11:45 2015

@Basset

Defects started not so long ago, it was only in August 2014.  But careful what you wish for, the Spring Seller's update is due out most anytime now.

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: bitbybit

Fri Mar 6 05:18:27 2015

Defects started in August 2014 but counted against sellers retroactive for 12 months. Those sellers with sales over 400 within three months were retroactive for three months.  

The More You Help Buyers, the More eBay Dings You   The More You Help Buyers, the More eBay Dings You

by: Scotty This user has validated their user name.

Fri Mar 6 06:53:57 2015

''Never underestimate the power of stupid people in large groups''
~George Carlin

The More You Help Buyers, the More eBay Dings You   The More You Help Buyers, the More eBay Dings You

by: rhawk This user has validated their user name.

Fri Mar 6 08:16:17 2015



MORE lunacy is just around the corner with the spring update.

Ebay DOES NOT WANT small sellers that make little money for them with many items for sale.

Its a corporate mind set that is destropying American small businesses.

Its exactly what the left wing liberal progressive movement wants.   They are accomplishing it through the universities and small business marketplaces.

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: Basset

Fri Mar 6 08:20:21 2015

Yes - Before the more recent ''Defects'' were DSRs - I didn't like their design either. Especially that last DSR on delivery time.


Marie's advice to be careful on ''wishes'' is probably spot on.

My stated wishes for ''Reliable visibility, working technology and reliable customer service, THEN leaving sellers to run their businesses.''  would probably come back to bite me if eBay made any updates to grant said wishes!  Somehow I just know it would get messed up!

The More You Help Buyers, the More eBay Dings You   The More You Help Buyers, the More eBay Dings You

by: RCL This user has validated their user name.

Fri Mar 6 09:09:05 2015

Sometimes people just need to vent. Misery loves company. I certainly do and I like to know I'm not alone in eBay's arbitrary lunacy. Thank God for this site--it's a support group for eBay addicts.

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: Rexford

Fri Mar 6 10:29:12 2015

Marie says "But careful what you wish for, the Spring Seller's update is due out most anytime now."

No doubt that with JD knowing that he is leaving there will be a final assault on small sellers.  I do think that it has become personal with him.

Who cares.  The man has to know on some level that he ruined the company, despite his staggering wealth. That is enough for me.

The More You Help Buyers, the More eBay Dings You   The More You Help Buyers, the More eBay Dings You

by: Volvo351 This user has validated their user name.

Fri Mar 6 22:44:19 2015

Note on items that were picked up: your daughter should have done an immediate REFUND of the PayPig payment, and gotten payment in CASH at time of pickup. W/o tracking, the buyer could have opened an INR dispute and gotten all his money back - five free items.  NEVER take PayPig for items you don't ship.   It would be better still to NEVER take it, period.

The More You Help Buyers, the More eBay Dings You   The More You Help Buyers, the More eBay Dings You

by: Bloggo This user has validated their user name.

Sun Mar 8 05:18:12 2015

"Its exactly what the left wing liberal progressive movement wants" What? Ebay isn't even remotely left-wing, liberal or progressive.

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: Al G

Sun Mar 8 09:42:40 2015

@Bloggo -"Its exactly what the left wing liberal progressive movement wants" What?.
>>>> As was said about Jake rambling about the Germans bombing Pearl Harbor in the "Blues Brothers" "Don't worry,he's on a roll"

Anyway, to prevent the delivery clock from being reset, you can try this technique. Pick a item which recently ended, generate a mailing label (from let's say buyer X) with the other person's address (buyer Y) (you can change the shipping address) & ship it out. It does not matter that PayPal considers it not-verified address since you are just using it to get something to the buyer which is not tied to the DSR system.

The original buyer (buyer X)will get a notice, but you can always say eBay made a mistake. In any case, since you are going to ship something buyer X afterward and generate a label with the verified address, the DSR clock will pick that up & you should be OK.

I've done this a number of times with no problems.

Sloppy programming techniques are very easily worked around.

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: Rexford

Sun Mar 8 21:48:34 2015

"Its exactly what the left wing liberal progressive movement wants"

This is one of the most ridiculous statements that I have read here, and I've read quite a few over the years.

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.

Sun Mar 8 23:14:06 2015

The solution to the shipment of the second item would be to use click-n-ship and ignore eBay labels.

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.

Sun Mar 8 23:14:07 2015

The solution to the shipment of the second item would be to use click-n-ship and ignore eBay labels.

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: LasVagueness

Mon Mar 9 01:06:53 2015

Perfectly encapsulated OP: "overly-complicated eBay DSR system."

The More You Help Buyers, the More eBay Dings You   The More You Help Buyers, the More eBay Dings You

by: RichieC This user has validated their user name.

Mon Mar 9 01:27:56 2015

They got to figure out ways to get more of your dollars, with a smile of coarse!

Wait, they're making thing better for you!!! ;)

Click to view more comments
1 2  [Next Page]


Login is required to post comments.
To sign in to leave a comment using your AB Verify User Name, fill in the form below. If you have not yet signed up for AB Verify, or if you'd like more information, go to the Registration Page
.

Login for AB Verify
Be sure and use your email address and password to log in.

 
Email:
Password:
 
 Forgot Your Password?
 Even though you are signed in with the AuctionBytes Blog, you will have to sign in to the EcommerceBytes blog. But you can sign in with your existing AB Verify info.