Feedback - a better way

[assured_auctions]

As a Powerseller who has gone from Bronze to Gold these past 4 months, I have some thoughts on Negative Feedback. I applaud eBay for bringing in all kinds of newbies with eBay express, TV ads and more. But most of the newbies don't follow the same practises that regular eBay users do. I have receive more "curious" questions about items and more "negative" feedback from brand new ZERO rated customers than any other kind of client. Here is a suggested solution:

For any user with a rating of 10 or lower, that is about to leave negative feedback, a screen would pop up educating them about how feedback should be used. As soon as the screen is bypassed and feedback left, the rating should go to a review process to ensure validity.

For example, our listings have a money back guarantee clearly stated. A newbie leaves negative feedback stating "Recieved and incorrect and non-working product. Returning to sender." There is little point to this statement. If we refused the refund then there is a point to the feedback.

The review process should be like Paypal's new conflict resolution centre. Before the feedback takes place, there is a chance for both parties to go back and forth with communication to solve the issue. A 7 day period must pass before either party can escalate to a review process.

Perhaps the review process is best performed by a 'jury' of peers rather than ebay staff, of which I would volunteer in a heartbeat to be on.

After a rating of 10 has been attained, an eBayer knows most of the processes that goes towards becoming a quality eBayer.

Let me know what you think. Pinks - please comment as well.

[youreinthebook]

Re: Tutorial: eBay already does that, see below.

As for the conflict resolution/peer jury review, I believe I heard Bill Cobb mention that they were looking into it. Given the volume of transactions that eBay does on a daily basis I seriously doubt this could be a workable solution.
Apart from that, given their track record, the thought of eBay trying to determine who's right in a given conflict frankly does not appeal to me AT ALL. We want less eBay interference, not more. Look how badly they're handling the shipping overcharge situation. eBay treats many problems like a caveman with a club; with no precision or elegance whatsoever.

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November 10, 2005 | 09:26AM PST/PT

Senior Marketplace Policy Manger Brian Burke

Hi... I'm Brian Burke, Senior Marketplace Policy Manager for Feedback.

Back at eBay Live! 2005, we announced a number of changes to eBay's Feedback that we believe will address some of the top concerns members have had with the feedback system.


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1. Launching next week -- Requiring new members to complete a tutorial before leaving neutral or negative feedback.
Starting next week, on eBay.com we will begin requiring members who have 10 or less feedback to complete a brief tutorial before leaving their first neutral or negative feedback. The tutorial will educate new members about the feedback system as well as ensure that they are aware of the various communication tools available to them prior to leaving feedback for their trading partner.

In addition, we'll be updating the current page that all members see prior to leaving neutral or negative feedback. The updated page will emphasize the importance of communicating with your trading partner on eBay prior to leaving feedback. It will also urge members to make sure they have given their trading partner enough time to fulfill their obligations. (This change will be introduced to all other eBay sites in early December.)