Monday, May 19th, 2008
Knowing Where You Stand
In an AB Post today regarding changes in eBay Marketplace policies, John McDonald, Sr. Director of US Trust & Safety said the top-line reasoning behind these changes is to “create more choice and selection for buyers and make it easier for them to find what they’re looking for. Second, these policy changes add flexibility, convenience and cost-savings for our sellers.”
And there is some great news here. For instance, the Choice Policy (good name for a policy that actually limited choice), is being eliminated so that sellers can now list items in different sizes, color, etc. in a single listing. This helps buyers with a more convenient shopping experience and provides sellers with relief on insertion fees.
But what I want to focus on here at Ink is the expansion of the Seller Dashboard and Best Match rankings because they are intertwined and very relevant to the issue of transparency. I would go so far as to say that a lack of transparency in the recent past has both pulled us away from our roots and hindered our relationship with the community. However, I’ve been encouraged, since joining the company in January, that the concept of transparency is being so widely embraced. It’s definitely something everyone is trying to get better at doing (how else would we have got this blog up and running with comments to begin with?).
The Dashboard is a significant step forward in making eBay a more transparent company with which to do business. And in the interests of transparency, it seems that we are disclosing some issues with Best Match ranking that were perhaps not made abundantly clear:
Since launch, we’ve been monitoring and making adjustments. Some of our adjustments will result in a larger number of sellers with below average performance scores being lowered in Best Match search results. If either of the following conditions apply to you, the visibility of your listings may be reduced:
- Your shipping cost DSR is 4.5 and below
- Your buyer satisfaction rate (shown on the dashboard) appears as “needs improvement,” “poor” or “unacceptable.”
The good? Sellers with 4.7 and above (on all DSRs) should start to see an additional boost in their search standing in Best Match (yes, the announcement is another outbound communication from eBay hammering home the message that sellers are being rewarded for providing the best possible buying experience at the expense of those sellers that are simply “good” rather than “great”).
What I’m interested in hearing about from you though, when the Seller Dashboard is unveiled later this week, is whether or not it is providing you with the information and transparency you need in order to make your business decisions? Is it really letting you know where you stand in the marketplace?
Here are links to some key docs associated with the news today:
Policy Changes FAQ
Seller Non-Performance Policy
Circumventing Fees
Chance Policy
Links Policy
Tips for Improving DSRs
Cheers,
RBH
Tagged: buyers, dsr, ebay, ecommerce, feedback, john+mcdonald, policy+changes, seller+dashboard, sellers, transparency
DawnOn 05.19.2008 at 3:45 pm Said:
I’m really looking forward to seeing the expanded dashboard. I hope it gives enough detailed information so I’ll be able to use it to improve my performance. My main area of interest is regarding our S&H charge star. I add a small handing charge to small packages that are relatively inexpensive to ship. I also sell very large products that cost a lot to ship, and I add no handling charge to the shipping for these things. I’d love to be able to see what’s causing a less-than-five rating - the handling fee or the expensive shipping on the oversize stuff.
I’ve been encouraged, since joining the company in January, that the concept of transparency is being so widely embraced. It’s definitely something everyone is trying to get better at doing
As long as there is no buyer transparency (because buyers can only receive positive feedback), it’s going to be hard for most people to swallow statements like this.
DawnOn 05.19.2008 at 3:50 pm Said:
By the way, some non-Power Sellers are reporting on Seller Central that they’re able to access the Dashboard now.
Chris @ TameBayOn 05.19.2008 at 3:59 pm Said:
Hey Richard - any news from the US on when these changes will go International?
With the new Site Visibility about to kick in tomorrow, sellers listing on the US could violate UK policy and vice versa, until the changes are worldwide.
Patricia1On 05.19.2008 at 4:01 pm Said:
Frankly, I’m not worried about my performance. I’ve always stood ready to rectify anything wrong with a transaction including full refunds…its the one weird buyer with an axe to grind who may take it out on me without even notifying me - that’s my BIG worry. Being an “untrustworthy small seller” I’d be dead in the water - with my record that should be illegal! This is insane!!! Why can’t ebay SEE what they’re doing? Is it any wonder we feel they don’t want us - I’m still firmly convinced I’m going to be weeded out at their leisure! I wish I could get a direct answer to my fears from Ebay - that’s the least they could do for my 10 years of fees and my loyalty to my customers!
implogOn 05.19.2008 at 4:09 pm Said:
I would have appreciated a link to the legendary “Sellers Hub”.
LurchOn 05.19.2008 at 4:39 pm Said:
Search & Browse Manipulation Policy: “This includes using terms, pictures, or links in a listing title, subtitle, item specifics, description, picture, or seller tags that don’t pertain to the item being sold.”
Clarification on this is needed asap: 1) when does this go into effect; 2) does this mean we can no longer cross-promote (ie, reference) other listings we have currently listed? And if so, what about Auctiva?
You skipped this tidbit: “Removal of the Multiple Listings Limit Policy: Starting early June, the Multiple Listings Limit Policy, which limits sellers to 15 identical listings at any one time, will be removed. Soon sellers will be allowed an unlimited number of identical listings.” - would that have anything to do with the new eBay partner buy?
And speaking of buy — has anyone had a chat with buy about the looming links policy yet, or will they be exempt? I have brought up issues with their TOS here before, which have not been addressed in any way (eg, their reservation to be a NPS), but am curious if this policy will also apply to them. They’re probably one of the grossest violators of this with 3 different links, each to a different policy - all of them mammoth, and I believe, counter to what eBay would want a seller to be saying to enhance the buyer experience.
LurchOn 05.19.2008 at 4:40 pm Said:
implog - yeah, I just mentioned the sellers hub under the feedback on feedback entry.
LurchOn 05.19.2008 at 4:49 pm Said:
Oh - and on the links policy. Another thing I need clarified asap now that I thought about it - what about links inserted by allowed, third-party listing tools (specifically, Auctiva Mr. Poster)? I assume these, which the user has no control over, will be banned as well. Is anyone working with the third-party listing providers on these issues? And just how long until this one starts being enforced (I assume listings will be removed which violate this)?
JJHOn 05.19.2008 at 4:59 pm Said:
This entry floats around form topic to topic. Sorry. Deal with it. 
So where is the “Seller Dashboard anyway?
The good? Sellers with 4.7 and above (on all DSRs) should start to see an additional boost in their search standing in Best Match
As in ALL SELLERS? Even the lowly non-Powersellers like myself? Yes, my performance is way above 4.7, I’d like some benefits please ["Sir, can I have some more?"], and to stop being made to feel like a 2nd class citizen. But then, since I don’t sell items where there would more than 1 page worth of “them” anyway it makes “ranking” on that page kind of a moot point. Now if I were selling socks, this would be a big deal.
Just one other point. I’m starting to dislike the use of, and throwing around of the word “Transparency”. Can’t really explain why, just don’t think it means what it’s supposed to mean.
When is the Dashboard supposed to make it’s appearance?
@Pat:
“its the one weird buyer with an axe to grind who may take it out on me without even notifying me - that’s my BIG worry. Being an “untrustworthy small seller” I’d be dead in the water - with my record that should be illegal! This is insane!!! Why can’t ebay SEE what they’re doing?”
Pat has a point, and as of today I see CLEARLY why. Take my feedback. It “was” 3020 100% positive. That could absorb a few negative feedbacks with no trouble, assuming I was stupid enough to give a buyer reason to give any.
But as of today, my feedback is 92 100% positive. One negative OR neutral, and I’m at 99%, two and I’m 98%, and so on. With the “NO FEAR” policy [You gotta love that pop-up window - Buyers, NEG YOUR SELLER WITH IMPLUNITY!] any of us SMALL SELLERS could get knocked out FAST - REAL FAST.
I have to agree. It is insane. I didn’t see the ramifications before. Now I do.
Patricia1On 05.19.2008 at 5:11 pm Said:
JJH - its what I feared from the beginning…then when I saw the safety measures for powersellers but not small seller…sorry, but I’m still convinced we’re expendable and will be cut loose as ebay ushers in major players. I can’t help feel any other way given the situation they have put us in. When they say they care about small sellers…I don’t buy it! Most others who see the problem don’t buy it either!
As for boost in best match LOL - I have 4 listings that have gathered only 2 hits between them in the last 24 hours. Now…what’s keeping me on ebay? NOT MUCH…like I said, I’m using it to drive traffic to my website because it sure hasn’t been a great big moneymaker for me anymore 
JJHOn 05.19.2008 at 5:20 pm Said:
Pat, and soon you won’t be able to drive that traffic to your web site because of the links policy. eBay is really becoming a closed society. Like a scared rabbit. It’s like watching the Berlin Wall go up again.
Me, I’ll keep selling as long as I get sales. I have no other choice at the moment. Believe me, I don’t. There are no other viable sites for what I offer for sale. There really are no other places for “uniques” and “oddities”. Yet…
Patricia1On 05.19.2008 at 5:28 pm Said:
JJH - I don’t use links - I just put a nice note into every single item I send out 
My website traffic and larger commissions have gone up since I started doing that. I think a lot of sellers have started doing that. I’m working on three large commissioned paintings right now from a an old customer If your work ethics and end product are good then you will keep your old customers no matter where you go. Mine come back again and again. I even get christmas gifts and birthday cards from them. I wonder what they would say if they knew I was considered “untrustworthy”? LOL
LurchOn 05.19.2008 at 5:33 pm Said:
But what about the Sellers Reporting Hub? Where is this? Since the feedback changes went into effect today, it should be available - but I don’t know where it is? I mean, if it is available to us unsafe types…
Also, *if* those “search manipulation” and links policies are coming soon, I really, really need the answers to the questions posted above.
Patricia1On 05.19.2008 at 5:45 pm Said:
Richard - I hope you’re still around. I would like to know what ebay intends to do with things like this:
http://forums.ebay.com/db2/thread.jspa?threadID=2000570470&tstart=0&mod=1211243244960
We are besieged by overseas sellers stealing the work of our artists and reprinting it on canvas - tossing a little oil on them and calling them “originals”. What is being done with this type of fraud? I would like a hard black and white answer because so far these sellers are robbing the artists blind and defrauding buyers right and left and for the most part they continue untouched! Whatever happened to Arts Community Watch? Can you get answers for those questions please?
SandiOn 05.19.2008 at 5:49 pm Said:
Ok, one shining moment of today:
the buyer who tried to rip me off with the fradulent reversal (and I had to get police involved) ugly negative feedback is gone finally! She ripped off several of us but did not get booted until she had been registered 104 days so all of us she negged had to live with those negs for 14 months - until today!
For that small favor, thank you ebay - although she should have been booted week 3 if you had really been following your own policies given she was nothing but a thief. That neg should have been removed a long time ago.
My feedback went up quite a bit, as I had about a 50% return rate. My dsrs are 4.9, 4.9, 4.9, 5.0.
That was a little weird to see, I did lose a couple since I know I had a few no longer members ones, but repeats made up for them.
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