eBay UK Seller Release 2014: Tamebay comment
eBay’s direction of travel is obvious. They are serious about improving the buyer experience to meet ever increasing expectations from high spending consumers.
They are also becoming more interventionist: more than ever before they want to be involved in facilitating transactions. We’ll see what they come up with on the International Tracked Postage Services trailed today. It’s impossible to judge that without an indication of costs.
And from the autumn they will be managing all buyer returns for business sellers. It’s a big step.
The success of Managed Returns will depend on the finesse with which eBay implements the service and adjudicates the problem cases. But, as one Tamebay reader commented: “it’s not finished.” He has been testing the service for some months and had provided feedback. Rather tellingly he also noted that eBay product managers hadn’t extended the courtesy of acknowledging that input. That doesn’t bode well.
eBay’s diligence at fair minded communication is also central to a lot of the concerns that have already been aired about the new Seller Standards. Yes, they are tough but they also very clearly emulate Amazon. Customers have high expectations from ecommerce in 2014. In essence, they are not unreasonable criteria and top-notch sellers have little to fear. (One unanswered question is whether big, retail/outlet sellers are also going to be held to the same standards?)
Unfortunately the worries centre on eBay’s ability to identify a problem seller providing poor service and those professional sellers who are simply dealing with an unreasonable, indeed dishonest, buyer.
eBay’s track record in adjudicating disputes is sadly dismal. More stringent seller criteria must be matched by better service from eBay itself. Sellers must be able to count on eBay to see when they have done their best in trying circumstances. Such faith is understandably not present from sellers right now.
Few will doubt eBay’s good intentions: happy, high-spending consumers who come back again and again are good news. The various initiatives to improve the buyer experience show a solid consumer focus that is welcome.
But at the heart of this seller release is an imbalance. Lots of stick for sellers and not enough carrot. As one Tamebay reader often asks in comments: “Where’s the gravy?”
On the plus side, there is plenty of time for sellers to adjust to these changes, and time too for eBay to improve the deal with some sweeteners. Specifically, can they persuade “bread and butter” sellers that they will back them when they do the right thing? We’ll see.
eBay provided this clarification to Tamebay on the 14th March:
“The new seller standards will be a requirement for all eBay business sellers as of 20 August 2014. The new performance measurement will be the same for every seller and we’ll continue to support sellers as we’ve previously done through customer service or account management. We’ll also be sending out a monthly email with projected status details until the changes come into effect. Plus, the seller dashboard preview will be available from 16 April for all sellers to view and understand their projected performance.”
As ever more changes designed to make life hard for decent honest sellers. Sellers are going to be penalised for things beyond their control. If a parcel goes missing in the post, I always refund the buyer but a lot of sellers don’t. When these changes come in sellers like myself who do refund for lost parcels will still be penalised simply because the postal service lost the parcel. Where is the incentive for sellers to refund if you’re still going to get a “defect” strike anyway?
Seems to me that these “new seller standards” are actually going to be beneficial to bad sellers and hurt the good sellers because we’re all going to be dragged down to the same level. For example:
A bad seller rips off a buyer by taking their money and not sending the goods. Result: The seller gets a defect strike.
A good seller sends a buyer’s item the same day payment is received. The item gets lost in the post. When informed that the item hasn’t arrived, the seller gives the buyer an immediate full refund. Result: The seller gets a defect strike.
Absolutely farcical. Yet more ill conceived policies thought up by faceless executives who have never bought or sold online.
I agree with all these comments and share their concerns.
These new changes will enable bad buyers to put good sellers on the hook. It may also, and inadvertently, result in good sellers being penalised by good buyers and it will make no difference to bad sellers who get returns and buyer cases anyway.
The current system where the seller has time to resolve the issue is actually (and despite its faults) much fairer. Defect will be abused both deliberately and in some cases maliciously, whilst in other cases it will be inadvertently “activated” by good buyers because they do not understand how eBay works or what other options they have. A good example of this is the current system (which was recently changed) so that now if someone has purchased and they click on contact Seller and then select either “Item Not Received” or “Item Not As Described” the system automatically takes the buyer to the page that starts a buyer protection case.
I have had several buyers do this and then write to me to apologise saying that this was not their intention and they were actually just simply trying to ask me a question – not start a case!
Two very distinct things strike me about this incoming range of changes.
Firstly, this defect thing can and will be misused by buyers. Without doubt there will be an increase in buyers who order so they can view it in the comfort of their home before deciding if they really want the item, knowing that if they decide they don’t want it they can then use Defect as a means to return. Whilst this is obviously an abuse of the system it will be the seller who is penalised by losing money on shipping both ways because if Defect is sited as the reason for return then the seller has to pay return shipping (with Managed Returns dictating return shipping costs which may also cost more than what the seller would normally ask a buyer to do) and then to make matters even worse, after losing shipping both ways and receiving the item back, the seller also gets a strike against their seller status. This is insanity!!
In the past 18 months I have seen a huge increase in buyers ordering incorrect items and returning them. I believe that if Defect is automatically related to seller performance then this will open the floodgates to bad buyers abusing the system and damaging good sellers. It would make better sense for Defect to only count as a strike against a seller if the matter is not resolved quickly between buyer and seller and if (say after 2 weeks) it requires intervention by the resolution centre.
Introducing Defect and combining it with mandatory use of eBay Managed Returns will further compound the issue and result in more problems and costs to sellers.
Even if eBay determine a buyer is repeatedly abusing the system and close their account, do you think all those sellers who have been ripped off for outbound and return shipping costs will get their shipping costs refunded? No chance. Not only will it be too late to recover lost shipping costs, it may also be too late to reinstate the sellers lost TRS status and associated benefits and privileges removed by the high defect score. It will also certainly be impossible to calculate the cumulative financial loss by this and even if you could calculate the loss will eBay compensate? I think not.
In addition, by enabling bad buyers to put good sellers on the hook, these changes may also result in an increase of deliberate and fraudulent “partial refund” claims and then, even after paying out, the seller still gets a defect strike.
You have to wonder what’s the point of all this?
Secondly, this will undoubtedly lead to a massive increase in calls to CS (and from August waiting times will become hugely extended) and I personally would not trust eBay or PayPal to adjudicate consistently and fairly. I believe my CS fears are justified:
CS representatives have varying degrees of experience and understanding of how eBay and Policy works. It always shocks me when I ask a CS rep if they themselves actually sell on eBay and I am nearly always told that they don’t. I would have thought experience as a seller on eBay should be a mandatory requirement in the CS recruiting process! Then there is the all too frequent inconsistency in what CS reps decide. A good example is when requesting removal of “false-positive” Feedback (not revision). Some CS reps will make the decision themselves to remove the feedback and DSR’s in their entirety. Others will decide to only remove the comment but leave the DSR’s. Some will refer it to a manager to decide. Then there are others who will tell you that the so called positive comment is the buyers opinion, and it is valid and within Policy, and therefore does not qualify for removal. The response varies from CS rep to rep.
Some reps are proactive and very helpful, some are inexperienced and actually don’t know what the Policy is, others are experienced but contradict Policy, Dublin can often be more helpful than the Philippines, etc, etc… Calling eBay is basically a lottery and the response inconsistent depending on who takes the call. I doubt the incoming changes will be fairly implemented which will certainly will lead to many unhappy sellers (and probably a few unhappy buyers as well).
And then trust CS to adjudicate these changes? Really? C’mon, eBay couldn’t organise a PU in a brewery so they will certainly screw this up. And the consequence? Well, as always it will be the sellers who pay the price.
A further outcome of these changes will be some sellers losing TRS and associated benefits, which ultimately means that eBay will make more profit. Surely eBay know this so perhaps a hidden agenda here?
Then there is the question of whether eBay applies the same Policy to both new and used items? Maybe I will address this issue in another post. Then there is large corporate sellers vs. smaller independent sellers. Will Policy be uniform? Is it currently? You decide.
The majority of changes that eBay implement are poorly thought out and usually flawed in respect of many sellers – especially towards those who sell used items with low margins. Clearly eBay is moving towards the Amazon model which favours the larger players selling new items.
I believe senior management dictate changes and do so with more consideration to profit than fairness. IMO eBay Policy is basically: profit first, sellers last, and no concerns about losing buyers (or sellers) as there will always be enough.
My advice for August is to take all your listings down and go away on a month long holiday until this gets fixed. You won’t enjoy the fallout if you stick around!!
I could not agree more. i am top rated seller and have been for over a year. i got a message yesterday saying that under new guidelines my account is under standard? how can this be? i refund everyone that asks, i bend over backwards to help and answer emails within hours. I fail to see how i can improve on this as i have tried so hard to get the TRS. how can a new system make a TRS a under standard seller, this is a total joke and some thing need to be done about it before it destroys my business.
How many other Top Rated Sellers go the same email?? i would be interested to know…..
On a whole i support the 5% defect rate instead of what we have now 1% IAS 2% 2% 2% etc.
However what ruins things is the ridiculous affect that someone asking a question on where is my item is classed as a defect,the same as a neg.
Now i send next day courier signed for delivery.I still get the odd where is my item.People who ignore the cards left by the courier for a week then message once the courier has returned.People simply asking “will it arrive Tuesday as il be out that day” ,to people who go away on a last minute two week holiday after ordering then message when they get back “where is my item”.
Sometimes buyers simply asking for the depot phone number again after they were carded even though they have it.
Surely Ebay need to change that to only cases escalated by the buyer.
If they dont il have to bypass the resolution centre.Now that there is no point not sending comms,il simply send every buyer a message through “other” along the lines of
“Hi,thankyou for your purchase.If you have any questions later about delivery or anything else simply reply to this message and wel get back to you as soon as possible.Have a nice week,
Hopefully Ebay will remove this ridiculous part before August.
If eBay are punishing sellers who give a bad experience – which is very hard to argue against (just in the detail) – why are sellers not given an extra credit for repeat business from the same buyer?
This would be a very strong indicator of a customer happy both with the seller and with eBay AND that the seller has not poached their business off eBay.
eBay should reward that particular win win.
Thats a good idea.
A buyer returning and ordering again could be used to counter a defect score. I.E.: If you have a defect score of 5 and then get 5 buyers coming back and ordering again then your defect score would drop to 0.
This would be a good idea but I doubt eBay will do it as the more defects they can accrue to individual sellers the more sellers that will lose Top Rated Seller status and benefits, which in turn will increase eBay profits.
Do you think eBay don’t see the cost of TRS benefits and regard them as something which if chipped away at or removed will increase profits?
Nice idea but don’t hold your breath.
My advise it close down for August. Remove all your listings and take a month long holiday!!
I believe every quality seller should want ebay to improve the buyer experience. However, this must be fair and equitable to sellers. I’ll repeat my sentiment of yesterday.
it is absolutley scandalous that having done everything right we can suffer with our ratings and fee discounts, because of something the buyer does apparently means we have a defect.
If a buyer does not read a description, how can that be a defect on the sellers part?
If the buyer is not at home so the item is not delivered, how can that be a defect on the seller’s part?
If the seller throws out their Royal Mail card with the junk mail, how can that be a defect on the seller’s part?
If the buyer hasn’t checked if other family members have taken an item in, or hasn’t checked where the buyer has arranged with Royal Mail to leave parcels if they are out, how can that be a defect on the seller’s part?
I have had 6 cases opened in the last 2 weeks. 1 down to me and immediately corrected, 3 down to the buyer that was quickly put right and corrected by the buyer, 1 down to slow delivery by Royal Mail, 1 down to the buyer not reading the description which was full and explicit.
All 6 will now be defects, but in fact only 2 were in any way down to me, assuming I take responsibility for my delivery company.
And the feedback is positive – who leaves positive feedback for a”Defect”?
THE EBAY APPROACH TO THIS IS IMMORAL AND WRONG.
They can not expect reputable and quality businesses, who work extremely hard to make their customers happy, to accept being penalised in this way.
Agree on all counts. Another situation that sometimes arises for me is when I send a parcel overseas, particularly to Brazil, is an item not received claim which I refund immediately followed several weeks later by the item being returned to me with a sticker on the package stating that the buyer refused to pay the customs charges. This is another situation where a seller will get an undeserved “defect” purely as a result of buyer behaviour.
Doesn’t it say that a customer opening a case is counted as a defect. But a case that is closed in your favour by ebay doesn’t count as a defect. So if you know the customer is in the wrong we should be encouraging the customer to escalate the case to eBay instead of just leaving the case to expire.
Seems ludicrous to me. For example a customer has mis-read the description on your item, they receive the item, then open a case. Instead of telling the customer what’s wrong and risking them not escalating the case. You are better telling them to escalate the case and explaining to eBay.
I agree Chris…that is crazy!
I have had SNAD cases where the buyer has complained about something, and I have gone back to the buyer immediately and pointed out where in the description it states it. The buyer has thanked me and acknowledged they didn’t see/read it. Yet they didn’t close the case so under the new system that case would ‘hang around’ counting as a defect. Under the new system I would be better of not helping the buyer and just telling them to escalate the case ASAP for a resolution. In the hope that ebay will read the description and find in my favour. Even if they don’t I am no worse off as the open case was counting as a defect anyway!
This ill conceived policy is supposedly intended to make a better buyuer experience but is sure to backfire in that respect too. I sell used items on ebay. Ocassionally I will spot a slight blemish or very minor fault with the item before sending. In these cases I always contact the buyer, explain what the problem is with the item and offer a refund. Around half my buyers in these situations chose to have a refund and they usually thank me for my honesty.
From August I know I will instantly get a “defect” if the buyer accepts a refund so I will be tempted to send the item anyway and hope the buyer doesn’t complain. Essentially I will be in a situation where I have got nothing to lose and everything to gain by sending a buyer a slightly faulty item instead of offering them an instant refund. So how can this possibly provide a better buyer experience?
being a seller on ebay is akin to a contestant on the cube tv show ,every task you complete , another more complicated is required
It’s all our fault we brought it on ourselves – we should not have eaten all the eel!
Jibba Jabba is all you get from Ebay. Ask them a direct question and you get we’re implementing this and doing that to help Sellers.
Why does Ebay think it’s fair to make these sweeping changes ? People have built up a living and you can see the from the response of these proposed changes how dissatisfied Sellers are. It really isnt right to mess with peoples lives like this.
Really really wrong on all levels when they have a dependency on it’s sales.
Here’s s direct question Ebay ? If a buyer purchases a sealed item, then says they want to return it because it’s not as described or faulty or whatever, but return something completely different via tracked post, how does the Seller prove this to Ebay ?
Good point and the unfortunate reality is that as soon as eBay can see tracking shows it has been returned the buyer is instantly refunded, case closed, and a bad mark against the seller – even if he’s received a house brick back!!
A selling friend of mine has twice been conned by buyers in this way. One returned less than what was ordered and the other returned something totally different. On both occasions Not As Described (soon to be called Defect) was given as the reason for return! Although he took both cases up with eBay nothing happened. Despite his offering to send eBay photos of the returned package and contents eBay said that he could have switched contents and therefore could not prove what he had received. eBay said that there was nothing they could do except monitor the buyers in case of future complaints like this. The problem with this is that even if the bad buyer does eventually get kicked off eBay for repeating the scam the seller still won’t be compensated for the loss.
The only solution would be to take a continous video showing the package when it arrives (with close-ups of shipping label and tracking number), showing it being opened, and then what the contents are. Even then eBay might still not accept it as proof claiming you did “PhotoShop” or some other image manipulation on the tape! In any case, and I don’t know about you, I would think that having to take measures like this on the rare occasion I get a return is verging on OCD or paranoia. Maybe I’m wrong? Perhaps videoing a returned item is normal practice? Do other sellers do this as standard? Maybe I’ve missed something?
All seems very unfair.
your slightly incorrect on the managed returns[same program that all our items are returned as defective]
soon as the tracking is uploaded you get an email from ebay to say refund now and we click refund,
we have never actually waited to see if its automatic
the real fun is the time it takes to get the return returned by collect+
though some may think were giving the Guff,
we have used managed returns since its inception
and apart from one or two irritations it generally really make things go more smoothly ,
apart from the irritating habit of buyers clicking item defective when its simply buyer remorse,
and we have no real issue with using it
OTHER THAN BEING CLASSED AS BEING INSTANTLY DEFECTIVE BECAUSE A BUYER DECIDES THEY DONT LIKE AN ITEM
I’ve asked them that in the past. Videoing a return package as you open it. Not evidence.
Like a Seller who makes a bit of extra money on the side, is going to swap the contents to cheat the buyer, and then pretend to open a package for the first time and risk getting suspended !!
Thers only one way of doing this since Ebay always takes the side of the Buyer. It’s to have an alternative address where the Seller can request the Buyer send it to for inspection for a fee. And then have it forwarded on again to the Seller.
It’ll never happen
Do you mean like have a return address to your local Police Station, or to a Solicitor? Or how about asking about MI5 or Downing Street to do the inspection!! Do you think eBay would take their word on whats in the package? And even then who pays the 2 x return shipping, inspection costs, etc…?
Bottom line is as you said, eBay always sides with the buyer whilst actually making money from sellers, and as always its the seller who takes a loss if there is a bad buyer or other problems.
Same old….. 🙂
Retuning something different, well here’s one from April – Guy bought a camera lens off us, claimed it was impact damaged 2 weeks after delivery (but also said the case and packing are fine), opens ebay case of course we said it has been dropped, he claims SNAD, ebay say return the item and pay his postage, ebay refund the item at 8am (because it is out for delivery) parcelforce deliver it at 11am, I open it and inside is a thing with batteries / wires / nails and bolts, my other half walks past looks at it and says (in unshockable ex police voice) ‘nice nail bomb you got there, wheres it from’, he then explained it would not go off as there was everything there except explosive, but he calls it in and as you can expect it went to lots of blue lights arriving at the house, the sender in London had a visit from SO19 (firearms) and was arrested for bomb threats – but best was trying to explain to some lady on ebay customer service that we had sent a lens and got a nail bomb back all she could say is that the customer was right, as he ordered a camera lens and WE MUST HAVE SENT HIM THE BOMB therefore is was not as described, after 5 minutes it goes to ‘ I need to speak to your manager…’ to get somebody to listen
Has anyone had an email from eBay showing there sales defect % and it being completely wrong ?
Its hard to tell if its out as we cannot see 3 star ratings.
Also its only a guide it will not take into consideration factors like future non negotiation/communication with buyers regarding disputes/”defects”. Rise in SNAD claims/rise in lost SNAD claims.
We estimate a 25% rise in claims/lost cases unless ebay protect us or give us the ability to protect ourselves.(ebay will have or has access to the true stats/estimates)
We think we will be in and out of TRS standard like a yoyo. lol . We currently are on 1.6%, we expect a further rise of 0.3-0.6%
That’s not a problem as the discount is garbage and we don’t fulfil the full discount criteria. However it may effect search standing a little.
Some it up we will survive this round of “seller update”/seller bashing.
yes me, im sure mine is incorrect. im top rated seller. i have been over a year i have 100% feedback yet i got email saying im under standard with new rules, really?? im 7% defective apparently…..
I would guess 3 star ratings on description and open disputes/closed disputes. pushing your percentage up.
what ever the reason it really does seem severe and unbalanced to go from trs
to below standard in a stroke, still its ok kind considerate ebay have gave plenty of warning LOL
Can someone please clarify a few points for me….
If a seller simply asks “where is my item?”…. I get a strike?
If a seller opens a case and I resolve it…. i still get a strike?
If a buyer leaves neutral F/back….I get a strike?
I have a dispatch time on my listings set at 10 days (i sell special customised items that are only “made” as each is ordered, hence 10 days) but i still get asked after say 3/4 days “where is my item”…so am i right in assuming that even though my listings say 10 days i will be penalised if a buyer asks after only 3/4 days? Surely that cant be right!
I always resolve any cases immediately and to the buyers satisfaction, however if i have understood this right there is now no benefit to resolving cases, i may as well just let the case run its course, wait for the buyer to escalate it and let Ebay action a refund because i will now get a strike just because a case has been opened and whether i have resolved it is now totally irrelevant!
What exactly does neutral F/back mean, the buyer is saying im not entirely happy but at the same time im not really unhappy, so what are they? In other words the buyer cant decide what they are so YOU the seller gets penalised!
Please someone correct me here if iam wrong but if iam right all i can see these changes achieving is turning already great sellers into “bad” sellers, sellers will be less likely to help the buyer when a problem arises & many will adopt an “i couldnt give a damn attitude” whats the point cause your penalised regardless of what you do!
What concerns me is WHY are Ebay doing this, as i see it sellers in high volume will leave Ebay voluntarily on mass when these changes come into effect or just as many will be forced off because they no longer meet Ebays unachievable standards, surely Ebay can see this and assuming they can then the qustion has to be asked as to why Ebay want rid of these sellers, even the good ones. What is Ebays long term goal here and what is the much bigger picture.
Ebay constantly preaches that the site needs buyers (true) but if Ebay becomes a more unattractive place to run your business and sellers leave in droves and there is no longer as much choice, diversity and competition on the site then the buyers will stop coming (fact) and then everyone loses, buyers, sellers and Ebay themselves…..So again i ask the question WHY are Ebay doing all they can to alienate their sellers?
“If a seller simply asks “where is my item?”…. I get a strike?”
I think so. I did ask CS last night the same question, although not 100% convincing I think this will be the case in Aug.
I purchased something last week on eBay that hadn’t turned up as of yesterday, the flow pushes you towards the resolution centre all the time.
Contact Seller > Where is my Item?
If you haven’t had your item by x go to the resolution centre.
I didn’t want to beat anyone up, only to ask if it had been posted.
Explains why we get so many cases opened from happy buyers asking about delivery these days, prior to what ever change was made I could count the claims opened against us in 10 years on one hand.
Out of frustration a few weeks back a repeat customer opened a case for non delivery. I replied with “Hi, sorry RM late delivering, if it’s not with you by x I’ll pop another in the post for you, just let me know. Any problems in future just drop me a message you don’t need to open a case”
She apologised and said “I didn’t mean to open a case I just wanted to ask about delivery”
I wondered what she was on at the time. Now I know she wasn’t on anything.
Hopefully eBay will adjust the flow or we will be toast.
be careful about cases closed by ebay
sellers are sanctioned when buyer protection cases are high
Great business model – alienate all your ‘partners’ twice a year.
as long as your gracious were sure ebay will help
“In essence, they are not unreasonable criteria and top-notch sellers have little to fear.”
Not quite true.
We are classed as TRS by eBay at the moment and have been for almost as long as the program.
From Aug apparently we will be Above Standard. with the message ‘Take Action Now!”
Underneath that is some patronising nonsense…
“Here’s what you can do to get back on track.”
I might just have to become a Daily Deal hero and offload a few tonnes of crap each month just to dilute all the low scores.
Simple business question.
Who here thinks when a customer returns an item as purchased in error it is taken as a flag to suggest your business has a fault when selling outside of ebay?
Nope, didnt think so.
Who here thinks that when selling outside of ebay you would pay upfront without question for the return shipping of an item from a buyer you had valid reason to believe was malicious/fabricating or exaggerating a situation to return an item without first having the right (as in LAW) to inspect goods upon return before reimbursing anything?
Nope didnt think so.
Who here, outside of ebay, would deem a 2nd class package, sold on boxing day, to arrive before new year within the normal 3 days with no allowance for seasonal volumes and treat such as a “defect” on your part as a business?.
Nope didnt think so.
So, finally, who here thinks ebay provides unique superior service, assistance, protection, respect, consistency and reliability in IT and ever growing sales/traffic that you cant find elsewhere to make all the above a reasonable position to batter you with in 2014?
Please form an orderly queue…..
couldnt agree more. i think everyone needs to leave ebay and head to Ebid. if everyone done that, we could cut a lot costs, cheaper prices and less hassle….
Well done to those who stuck it out this long. Personally I believe this will only get worse and worse. Ebay has slowly been rolling out more and more to disadvantage their own sellers. I’m not going to be sticking around for the aftermath. I’m moving my inventory to Amazon. More sales, more exposure and much much less faff. I advise those who can to do the same.
“Few will doubt eBays good intentions” Banned sellers with ruined livelihoods may. Especially as they didn’t get a proper warning that this was even a possibility, and unfairly weren’t able to block “secretly unhappy” buyers (or rivals) who left low DSRs. There only should have been bans for regular seriously bad “item as described” or repeated gross policy violations (and not dvds with ludicrous banned words in the title, for example) – all the rest is garbage. It doesn’t look like there’s much hope for small sellers on ebay anyway. ebid is the only likely auction site rival, relatively small though it still is.
Whatever sellers do it is certain ebay won’t change this unfortunately. As usual we sellers will adapt and get used to ever onerous rules that aren’t in our favour.
The thing that strikes me as an ebay seller is the unfairness in the feedback system. Buyers get to leave detailed feedback ratings for sellers, but as a seller all I can do is leave a comment. Maybe what we need are detailed buyer ratings scoring such things as payment time, communication, number of returns by buyer, etc so that sellers can easily see which buyers are low quality and add them to their blocked bidder lists. (Although ebay would probably need to raise the blocked bidder list limit to allow this to work properly!)
We have Been selling on eBay for 4 years our turnover was nearly £1,000,000 in that time, eBay have made a fortune from our company, much more than us actually! and we have built up 4000 feedbacks, not a single negative ever.
It’s been a huge stress over that period trying to keep our top rated seller status and we have had to go to crazy lengths to keep some “professional moaners” happy it’s unbelievable the things people will do.
We got an email recently saying that we are now losing our top rated seller status (as many others are too) our problem is people returning an item due to opening up an INAD, but in actual fact the customer just didn’t like the item and was trying to find fault, or it didn’t for them or didn’t know how to use the functions etc.
We sell used mechanical items so returns are a normal part of our business.
returns are not a problem always happy to help and take an item back but most people feel “safer” opening a case when they return an item.
We are above standard but close to losing that too!
How can we have:
Top Rated for 4 years
4.9 on all DSR’s
Some people have left positive but then left 2 & 3 (3’s now count as a defect too)
And now we could fall below “above standard”!!??
We have now closed our shop because the stress of running on eBay is just to much now.
We are moving to Etsy, Ebid and in the process of building our own website.
eBay has ruined this now with huge fees, impossible standard setting and unfair expectations.
Buyers have all the power and safety nets, sellers seem to just get cheated blackmailed and pressured I to situations for fear of low DSR’s and feedback.
I don’t think I’ll miss eBay, but good luck to anyone who stays.
We don’t want to fall below standard, have a restricted account or have our account suspended for falling below standard because this will effect our PayPal too.
Its crazy as I say we were top rated with 100%