eBay

h2cycle2012 · ‎08-11-2016

I have been on ebay for many years. The Last few years have been the worst for feedback issues. I have been threatened with NEG feedback over shipping times , shipping costs, buyers happy but then click NEG button by accident or on purpose ? buyers get item, then find a reason to complain about it .... I sent reports in, called customer service, followed up and basically got ZERO from Ebay. Total waste of time. h2cycle2012 is my ID and a prime example how 100% perfect sellers get wrecked by NEGATIVES for no reason accept buyer error ! . Sellers do all the work and buyers do nothing but click the mouse . Many buyers have paid late, not at all, lied to me, you name it... and I have to leave him a positive ??

Ebay is Very Biased and almost abusive on feedback towards sellers. Options for NEG and POS feedbacks should be for both buyers and sellers. . My 2 negatives should have been fixed long ago but EBAYS CUSTOMER SERVICE FOR SELLERS ON THIS TOPIC IS A JOKE. I called ,asked several questions and asked to speak to manager and let me tell you how difficult it was to get anywhere. Only 50% of all my sales ever leave any from of feedback . I am very honest, ship same day or next, pay all my fees fast.... over all ebay provides a good place sell. What kills it all is Ignorant people who simply destroy your hard work but mostly I BLAME EBAY for allowing this garbage to happen. I asked the customer service REP a simple question : IF they would feel upset if a buyer left a nice feedback comment but then hits NEGATIVE Button ( either by accident or on purpose ) and will not change or address it ? Let me tell you how hard it was just to get a simple YES or NO from her. I finally got a YES. I asked to speak to a manager and once again ..stonewalled.

My other NEG feedback, the buyer indicates what I should say in the listing and low and behold ... his exact words are in my listing ! Once again sent in reports and..ZERO reply, email response ..NOTHING from EBAY. Another TOTAL JOKE. I called in today and I will never phone ebay again. Total waste of time. Mid week 10 am business hours, got nothing solved again and now more frustrated then ever. I will now abstain LEAVING ANY form of feedback from my sales due to incompetence at EBAY on FEEDBACK ISSUES... Sorry for the long post but I think it is well deserved.

I wonder if ebay would be upset is 20% of their sellers threatened to close shop and sell on AMAZON due to the NEGATIVE customer services they got at ebay ?

FIX THE FEEDBACK SYSTEM SO IT IS FAIR FOR EVERYONE AND HAVE STAFF ACTUALLY CHANGE THINGS SO WE DON"T HAVE TO WASTE TIME .

mr.elmwood · ‎08-11-2016

eBay states that feedback is irrelevant and is only an opinion, whether valid or not. More and more they do less and less with it. You should as well.

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pierrelebel · ‎08-11-2016

If and when a buyer leaves a negative feedback in error, it is easy to get it removed by asking for a negative feedback removal from the buyer.

Please take a look at this link: http://pages.ebay.ca/help/feedback/questions/remove.html

On the other hand if a buyer is unhappy about a transaction - whatever the reason - there is nothing a seller can do unless some of eBay's policies were violated by the buyer's comments.

Looking at the big picture, feedback is not that relevant anymore.

silverpinups · ‎08-11-2016

"Looking at the big picture, feedback is not that relevant anymore."

Feedback is very relevant from a Seller's perspective.

Feedback is more important to me then receiving a defect. Buyers don't see defects but they do see a Sellers Feedback.

Buyer's view and base decisions on whether they will purchase items from a Seller based their Feedback.

The PR value of Positive Feedback is unquestionably the Best Selling Tool a Seller can have.

pierrelebel · ‎08-11-2016

From Raphael (eBay staffer) earlier today on the weekly board:

"Also, since feedback now basically counts for nothing, I don't anticipate much focus on solving for such problems..."

silverpinups · ‎08-11-2016

Raphael is eBay Management and I doubt he is selling on the front lines like we do.

Raphael looks at Feedback from a eBay perspective and not from a Sellers perspective.

pierrelebel · ‎08-11-2016

I do not disagree with you but - back to the original poster - it is time to move on.

Some of the negative feedback may have been posted in error but it is now too late to take action to correct the error(s). Blaming eBay will not solve the problem(s).

pierrelebel · ‎08-11-2016

I should add that Raphael has just modified his post to read:

"I should have been more clear. FB now counts for nothing against a seller's performance rating according to eBay."

mr.elmwood · ‎08-11-2016

Those whom are concerned with their feedback sore are not sellers, they are score gatherers.

Real world scores are in the 50's and 60's. A seller with 100% is meaningless.No-one is perfect.

Wenig wants to add 100 million new buyers to eBay. What does a FB score man to them? Nothing. All my (0) guest buyers, what does a FB score mean to them? Nothing.

All feedback scores are meaningless.

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rose-dee · ‎08-11-2016

@mr.elmwood wrote:

All feedback scores are meaningless.

I think it's too simplistic to say FB scores are meaningless. I don't see it that way at all. I do a fair amount of buying on eBay and the first thing I do before committing to a purchase is check the seller's FB page -- not just the FB received, but also given. I also look at the negs and neutrals, not only to see where repeat problem areas are, but to see how the seller responds.

Maintaining a FB score of anything over 98% takes work, effort and commitment to service on the part of a seller. I recognize that fact when I look at a score, although I also weigh it in conjunction with the actual FB comments. I've chosen a 99% seller over a 97% seller based on a few pages of FB history, not just the %, even when the pricing from the 97% seller is somewhat better. And I have to say that generally sellers with a higher FB % are likely to have left responses to negs/neutrals that are more professional and reasonable. Often the tone of the FB given can be very revealing about how a seller regards his buyers and how he/she is likely to handle an issue.

Reading FB is a bit of an art that not every buyer may be willing to do, I'll grant you that, but I'll bet the majority of buyers with any experience still do bother to check.

New or zero FB users soon learn how meaningful FB can be when they either find their offers rejected (if they are buyers), or find they are being exploited by crafty buyers (if they are sellers).

We should be clear that what Raphael was saying was that FB is no longer meaningful in terms of seller punishment, which is quite true, but I maintain it's still meaningful in terms of projecting a seller's reputation for good service to prospective buyers. I'm sure that a lot of sellers don't care anymore, but that means they're probably losing buyers who do care.

As long as eBay continues to display those comments on my FB page and the score next to my ID, I'll continue to care what it looks like, for the sake of my buyers. To me, it says "I'll treat you as a valued customer".

Just my 2 cents on the issue.

rose-dee · ‎08-11-2016

I wanted to add that Raphael's comment (about FB being meaningless in terms of seller status) is actually not entirely accurate.

EBay apparently does still care about FB%, at least if you want to be rated a Power Seller -- which is also a requirement for TRS status. The minimum requirement is 98%:

http://pages.ebay.ca/help/sell/sell-powersellers.html

So either R. is talking out of both sides of his mouth, or he completely forgot about this point.

katlover1952 · ‎08-12-2016

I agree with you Rose - I think FB is still important. I too buy lots on eBay & I always check the FB score before I buy. So I feel it still is relevant despite eBay's claims.

gwrocen · ‎08-12-2016

@rose-dee wrote:
@mr.elmwood wrote:

All feedback scores are meaningless.
I think it's too simplistic to say FB scores are meaningless. I don't see it that way at all. I do a fair amount of buying on eBay and the first thing I do before committing to a purchase is check the seller's FB page -- not just the FB received, but also given. I also look at the negs and neutrals, not only to see where repeat problem areas are, but to see how the seller responds.

Maintaining a FB score of anything over 98% takes work, effort and commitment to service on the part of a seller. I recognize that fact when I look at a score, although I also weigh it in conjunction with the actual FB comments. I've chosen a 99% seller over a 97% seller based on a few pages of FB history, not just the %, even when the pricing from the 97% seller is somewhat better. And I have to say that generally sellers with a higher FB % are likely to have left responses to negs/neutrals that are more professional and reasonable. Often the tone of the FB given can be very revealing about how a seller regards his buyers and how he/she is likely to handle an issue.

Reading FB is a bit of an art that not every buyer may be willing to do, I'll grant you that, but I'll bet the majority of buyers with any experience still do bother to check.

New or zero FB users soon learn how meaningful FB can be when they either find their offers rejected (if they are buyers), or find they are being exploited by crafty buyers (if they are sellers).

We should be clear that what Raphael was saying was that FB is no longer meaningful in terms of seller punishment, which is quite true, but I maintain it's still meaningful in terms of projecting a seller's reputation for good service to prospective buyers. I'm sure that a lot of sellers don't care anymore, but that means they're probably losing buyers who do care.

As long as eBay continues to display those comments on my FB page and the score next to my ID, I'll continue to care what it looks like, for the sake of my buyers. To me, it says "I'll treat you as a valued customer".

Just my 2 cents on the issue.

We completely agree with you, rose-dee.

According to eBay, If Feedback is so meaningless, why does eBay keep it? Why not just eliminate it?

pocomocomputing · ‎08-12-2016

Rose I agree with you that feedback is still relevant for buying to evaluate a seller and for selling to find out if the buyer is a pita (after the sale but at least some idea).

PS from your lengthy posts it seems that 2 cents buys a lot from you 😺

ricarmic · ‎08-12-2016

I also very much believe there continues to be a use for feedback.

If I am buying, I always check the seller's negative and or neutral feedback for two reasons.

1. How much of it is there? Says something about the average quality etc if the count is relatively high. There are always a certain percentage of problem buyers so small neutral/negative counts are "normal".

2. What does the seller do when they get a negative or neutral. I continue to be surprised at what the seller responses often are. Yelling (caps) back at the customer, blaming or saying bad things about the customer tells me much more about the seller than it does the buyer. Unless I have no other option I never buy from a seller who poorly responds to neutrals and negatives. If they respond poorly to whatever the situation was (whether it was warranted or not) I can infer that I'll get treated poorly, even if my situation was warranted (which of course it will be in my eyes).

Here is a copy of the link around what I do when I get a neutral or negative:

http://community.ebay.ca/t5/Seller-Central/Neutral-Negative-ratings-or-threats-thereof-the-form-lett...

Having said all this, based on what I see of "normal" buyers, there seems to be a very small percentage of them that even ever look at feedback or the description or anything besides the first picture(s) so in that respect what actually resides in feedback probably has limited impact.

As a note I have had a negative feedback removed that was completely positive wording, yet a negative. It was over a year ago but the support person I spoke with transferred me to a different type of support person (maybe customer service, can't remember their title) who zapped it for me. I had actually called for a different problem and mentioned this whilst they were working on the first. Sounds like it was a lucky day for me.

silverdreamfilm · ‎08-12-2016

What does the seller do when they get a negative or neutral. I continue to be surprised at what the seller responses often are. Yelling (caps) back at the customer, blaming or saying bad things about the customer tells me much more about the seller than it does the buyer."

From my perspective "most" Neutral or Negative Feedback is unjustified.

Sellers respond in frustration.... They go out of their way for the buyer and if a problem arises the buyers should work with seller to find a positive resolution to the problem.

The lack of common sense is a common factor in most cases of neutral and negative feedback.

I'm not saying that Sellers shouldn't be held accountable, but in most cases Buyers jump the gun without thinking of the consequences for the seller.

I had a Negative removed by a Account Specialist last year due to a Fraudulent transaction.

I sold a photograph and a few weeks later I received a "item not as described" Claim saying the photograph was a restrike.

I accepted the return because I couldn't be bothered to argue with the buyer.

He sends the package back to me with a Tracking Number and Signature Confirmation

eBay sees the Buyer sent back to the package through the IND claim and prompts me to refund the Buyer.

I open the package and there's a two pieces of cardboard and a Sports section from the Toronto Sun dated on the day the package was mailed out.

So he read his Morning Paper with breakfast and headed down to the Post Office.

I send the Buyer a message about the contents and he tells me the photograph was returned.

He leaves me Negative Feedback saying "Seller Doesn't Refund".

Thankful the account Specialist sided with me on this case and the Negative was removed.

jt-libra · ‎08-12-2016

I wholeheartedly agree with those who feel that feedback is valuable.

As a buyer, I always check the seller's feedback. If it is less than 100%, I'll scroll through to read the negative feedback left and what, if any, response has been left by the seller. If the seller has left a reasoned and measured response, I won't hold it against them. If there are several negative feedback comments, all related to the same issue, e.g. authenticity or condition of item, I'll pass. I'll pay more for an item from a seller I feel more comfortable with.

Granted, many people likely do not look at a seller's feedback and, from my experience, there are quite a few who don't even read the title correctly but I want potential buyers to see a negative-free feedback page, one which I continue to work hard to maintain.

Pierre doesn't feel strongly about this but he has stated that he has many repeat buyers who trust him and, with no disrespect intended, I don't think of stamp collectors as being fickle or making spontaneous purchases. Mr. Elmwood has 4 negatives in the last 12 months but he has enough sales that his positive comments far outweigh the negative. I know next to nothing about auto parts so I can't speak to the characteristics of his clientele. But I firmly believe that most sellers, particularly those who sell in a highly competitive category, consider feedback a very important issue.

ricarmic · ‎08-12-2016

I think often the buyers have no idea of the "impact" of a neutral or negative, and certainly in many cases it is a jump the gun kind of situation. (For one of my neutrals, when I followed up with the buyer, he was surprised that I followed up because it was a neutral and he said didn't say anything bad... never did get him to revise it despite the adjustments I made to help alleviate the problem behind the reason it was a neutral)

I think we all experience the frustration and irritation when we get them, that's why I wrote my draft responses in advance and I make myself use them, despite what I really really would like to say instead!

Unfortunately for the seller though, I as a potential buyer don't know anything about the transaction aside from the two 80 character lines of feedback and what was said in each. It is easy (and in some cases justified) to infer that a seller that responds in a non-positive way, would respond the same way in a justified situation.

silverdreamfilm · ‎08-12-2016

Yes, it's a good idea to remain calm and respond accordingly. Sellers should allow for a "cool down" period first before they respond in haste.

sylviebee · ‎08-13-2016

When doing a mental exercise comparing the cost/benefits of FB to eBay it's not easy to come with ways that FB increases sales while t's easy to see the costs.

That is, for buyers, FB left for others often means that sellers will not sell to that buyer.

and

Too much NFB for a seller often means that the item doesn't sell. That doesn't mean that the buyer will move on to a seller with better FB. It just means that there's no sale.

So, there are costs to eBay for hanging on to the FB system

Trying to come up with ways the FB system benefits/increases eBay sales is more difficult.

How does the FB system increase eBay's profits? Darned If I know.

There was a time when FB made buyers more comfortable buying from some stranger in another country, but that age is long gone. Now, there are numerous powerful protections for buyers which are far more powerful than FB.

That's probably why eBay is gradually erasing the FB system.