posted on March 22, 2014 08:08:54 AM new
I must be dense, but this really hard to understand. Can anyone translate??
New seller performance standards reward great service
Updates to eBay's seller performance standards will help reward sellers who provide great service with more visibility and potential sales. Included with these changes are important new safeguards designed to help you maintain your well-deserved status.
Starting with the August 20 evaluation, a single new measure, the transaction defect rate, will replace the four individual detailed seller rating requirements as the main way eBay evaluates seller performance. This new rating may impact your status.
The defect rate is the percentage of a seller's transactions with one or more of the specific defects most predictive of buyers leaving eBay or spending less. A maximum 5% defect rate will be the minimum standard for all sellers and a maximum 2% defect rate is required to be a Top Rated Seller.
In general, the lower your defect rate, the better your position will be in Best Match search results.
To earn Top Rated Plus benefits for sales from November 1 through December 31, listings from Top Rated Sellers will need to offer the new holiday return option extending returns to January 31.
posted on March 22, 2014 09:10:29 AM new
http://pages.ebay.com/sellerinformation/news/springupdate2014/sellerstandards.html
"The defect rate is the percentage of a seller's transactions with one or more of the specific defects most predictive of buyers leaving eBay or spending less."
So what is considered a "defect"???
I read it a few weeks ago and just ignored it. I really no longer care.
The DSR system was originally created to be a "valuable" tool (or so eBay implied) to gauge a sellers performance. Over time, eBay started giving 5 star DSRs for 3 of the 4 categories if the seller met shipping time standards, provided tracking immediately, and offered free shipping. Over time, sellers jumped on board this system and after a year were carrying 5 star ratings in 3 of 4 categories. eBay simply can't have that.
So, the question that must be asked is what happened to the "value" of the DSR system?
The simple answer is that it became black and white instead of opinion based buyer input and eBay can't have something that is interpreted like that. This new system is meant to be vague so that they can hold the cards close to their vest.
How does a seller argue their case if they don't know what they are arguing about? Easy... change it to a "defect rate" without telling sellers what that really is.
[ edited by shagmidmod on Mar 22, 2014 09:11 AM ]
[ edited by shagmidmod on Mar 22, 2014 09:28 AM ]
posted on March 22, 2014 09:15:32 AM new
I found the list of "defects".
It includes cases opened for INAD and items returned due to INAD. So now sellers are being pushed to just issue refunds instead of having the item returned. Nice eh?
I have had a few INAD cases opened, but for reasons that are not really INAD. Nice to know that eBay is looking out for us.
Most recently, I had a buyer in Belgium who opened an INAD case because he claimed the item didn't work. After I responded that there was an insert needed to be removed (as stated in the instructions), it worked just fine. So now that INAD is going to count against me?
Opened cases for item not received - I have had buyers open these cases just to inquire about their item instead of tracking it in My Ebay. Again, another ridiculous way to count a "defect".
Canceled Transactions - how many times has a buyer backed out or did not pay for the item? Now its a defect to cancel a transaction???
posted on March 22, 2014 10:58:21 AM new
so,it this is the all inclusive defect list,then Ebay has changed-it does not really care if your shipping fee is too high,your shipping is fast or slow and how good is your communication with the buyer?
Of course indirectly,shipping,comunication do matter ,if you communicate well,ship fast ,then there will be less complaints,returns and opening up a case with Ebay?
Shag,
I guess we just have to live with a few cases where buyers are just impatient,rude or ignorant,I have a case where a buyer who does not understand she bought a 100 years old watch and it is mechanical and needs to be wind,she thought it is not working?
Or a fetish is a miniature not a full size 8-12 inches figurine?
Thats the cyber environment we are in,our listings are available 24/7 and we cant be there to answer all questions unlike a brick and mortar store,but then we also have gained customers who would not be buying from us if we have a store on land which is open 10-5 pm.
posted on March 22, 2014 12:39:29 PM new
Looks like changing the words defect rate to customer complaints is the key. No way would I send a refund without getting the item back. That goes against the law of contracts where in the case of a sale or a return both parties end up as if the deal never happened.
posted on March 23, 2014 12:43:37 PM new
The vagueness of this new system is going to cause an uproar of sellers threatening to leave again if these "defects" include the actions of buyers.
posted on March 23, 2014 07:14:17 PM new
wgonzales: I didn't think buyers could cancel a transaction, only a seller. Buyers can cancel their bid prior to the auction ending, but cannot cancel a transaction. They can only request that a seller initiate the cancellation if they do not want to complete it.
posted on March 24, 2014 03:53:30 AM new
I read this a few weeks ago as well. It gave me a headache I didn't need so I moved on.
I just don't understand why ebay MUST make major changes every few month. Buyer stay confused and sellers stay pissed.
[ edited by ebabestreasures on Mar 24, 2014 08:10 AM ]
posted on March 24, 2014 07:36:43 AM new
Just don't care anymore. Can't keep up. As long as I make money I will not try to understand all the rules and regulations. It makes my eyes bleed.
posted on March 24, 2014 08:27:31 AM new
eBay makes changes to their policies in order to squeeze sellers out of more fees.
The original DSR system didn't have automatic 5 stars, but over time it evolved for sellers to receive auto 5 stars for shipping next day, offering free shipping, and communication by simply adding tracking.
This satisfied sellers who complained about buyers who were leaving low DSRs when it wasn't justified.
The problem is that as this evolved, more sellers qualified for the discounts which cost eBay additional revenues.
This new system simply tilts the revenue stream toward eBay a bit more to satisfy shareholders.
Is this system better for sellers? No.
[ edited by shagmidmod on Mar 24, 2014 08:29 AM ]
posted on March 24, 2014 08:47:03 AM new
Merrie, sorry if I wasn't clear about what I meant.
It is true, the buyer can not cancel the transaction themselves, but the buyer can request that the seller do so. If the seller cancels the transaction at the request of the buyer, it does not count.
posted on March 24, 2014 10:53:55 AM new
Why doesn't ebay just go back to charging a listing fee which is the same for everyone and charging a fair FVF.
posted on March 24, 2014 11:55:46 AM new
I've had an unusual amount of return requests as of late. This week has one from eBay and one from Etsy. In both instances, the buyer failed to read the description.
Etsy - the buyer purchased the item without asking any questions. in the listing it clearly states that the part does not work with a specific chair system. Guess what chair system she has? It can be retrofitted by stapling the item instead of clipping it. Now she wants to return it, but of course this is after she applied a clip which damages the rubber once it is installed and removed. Sorry, but no returns.
eBay - I receive an email from a buyer. They state, "I would like to return the item, I thought it was larger." Item description clearly does give dimensions. Ok, you can return it, but there is a restock fee of $5.09. I can't wait to hear their reply.
Last week I had someone leave neutral feedback because a part didn't fit their lamp - again - fitting dimensions are listed in the description. They complained about a $4 restocking fee on an $18 for the reason to not return it.
My issue here is that through no fault of my own, these instances could lead to negative feedback and/or low ratings. All they had to do was read the item description, but now I'm the bad guy.
The joys of retail. I was recently interviewed for a position with a company and we had discussed the returns issue. The sales manager told me that they have had some very questionable (buyer lied) returns. "This is how it looked when it arrived" or "it was broken" when it wasn't when they left the store. Larger retail can absorb the costs of this much more easily than the small vendor when one return could literally put a black eye on a month of sales. To top it off, eBay will not punish you for these things that are typically part of doing business.
[ edited by shagmidmod on Mar 24, 2014 11:59 AM ]
posted on March 24, 2014 02:08:50 PM new
Ebay is running commercials on TV showing how easy it is to take a photo of an item with your cell phone and list on Ebay!
But it does not tell you it has over 100,000 rules on selling and buying and paying for the item.
I was reading on Ebay community forums all these new sellers and buyers could not understand the land mines of buying and selling on EBay-
-I sold an item,why cant I access the fund NOW?
-Why am I restricted to 16 listings or $800 per month?
- I am in Brazil and seller in CHINA,it has been 2 months and I have not received my item and seller is not responding to my email?
-I bought a car on Ebay motors,I am in Qatar,seller was in Germany and the car is in Florida,I paid for the car but I dont have the car.
-I bought a car from a guy in Poland,the car is in Germany,I wired him the money and now he wants $40 more,what should I do?
-I sold 2 electronic games,buyer returned one which is not mine and is not working,Ebay returned him the money,now I am stuck with a bad game and a loss of $500
-I sold a tablet to Russia,buyer said he did not get it,so I shipped him another one,he said now he has 2 tablets and he wil file items not received,I called Ebay and they said nothing they can do for me.
-I bought a Ralph Laurn cashmere coat on Ebay,instead of a coat,I received a photo of the coat and Ebay closed the case,I lost??
- I am in Czech Republic,why am I restricted to 10 listing on EBay USA?
-I am in Turkey and I sold an item to someone in Israel,he refused to pick up the item from Israeli customs? and he filed item not received Help?
-My husband has been suspended by Ebay,I logged on to my account on his PC and now I am suspended and Ebay would not believe that I have my own Ebay and PAYPAL account.
SHAG,
Look at it this way,as long as they bring more and more sellers in to sell,we will always look better compared to these newbies.
posted on March 24, 2014 03:32:18 PM new
I had a buyer back out of a purchase because they purchased it using the eBay app. They got home, went to pay for it and realized that it wasn't what they wanted because the app isn't full featured and they couldn't read "everything".
I like how they promote the smart phone app to sell... then the sellers sells something and discovers they have no way to print a label.
posted on March 26, 2014 11:46:17 AM new
LMAO @ library or writing and taking to PO.
There are actually some other options, but they are not that great yet.
I have a wireless Samsung laser printer that utilizes Airprint on my iPhone and iPad. It works with other devices too. I've only seen it at Staples. I paid $59 for it. It was on sale for $79 and I used a Staples coupon for $20 off.
I specifically purchased it to use at our studio because we do not have a computer there. This solution seems like it is good, BUT...
1) you need a computer to get it hooked up to the wifi.
2) troubleshooting really requires a computer.
3) it can be wonky at times - not recognizing the printer on the network.
4) eBay & Fed Ex both use Java to create labels. That can be an issue with apple too. Not sure about others.
The other option is that you can create a Fed Ex label on your smart phone, then the local Kinkos/Fed Ex will print it when you bring it in. This is fine for a few labels, but if your dropping off several boxes, you risk getting them mixed up.
[ edited by shagmidmod on Mar 26, 2014 11:46 AM ]
posted on March 26, 2014 11:47:24 AM new
I will add that the new Apple 7.1 update did seem to fix some of the issues, but I've only printed a few labels so far.
