Thursday, July 10th, 2008
Positive news about Neutrals not being Negative
In my final blog post from eBay Live! I referenced a conversation I had with Marcia Cooper and Harvey Levine of GeneralEnterprises.net in which we talked at great length about a single neutral feedback negatively affecting their status on eBay given the recent changes to the Feedback system. As certified eBay Education Specialists, they also need to maintain a certain level of DSR scores so their concern went beyond their eStore status. Having said all of this, Marcia was quick to point out that based on what she had seen and heard during her week in Chicago she felt that it was clear that eBay was listening to what attendees had to say - both positive and negative. She concluded “we arrived at eBay Live! feeling like combatants and leave feeling like we’re in this together as partners and friends.”
Based on an AB post from Lorrie Norrington today, it is clear that Marcia was pretty right on with her assessment of the week in Chicago…
Recalculating Feedback percentages without neutrals: Effective in late August, neutrals will no longer be counted as part of the Feedback percentage. This means we will be recalculating Feedback percentages retroactively for users worldwide. In the interim, no one will lose their PowerSeller status as a result of neutrals being included in their Feedback percentage.
Helping you resolve issues and satisfy buyers: By the end of October, we will roll out a new process to help you resolve issues with buyers, even after the buyer has left negative feedback. Everybody makes mistakes – buyers and sellers alike, and buyers should have a mechanism to change feedback if they make a mistake or if the seller rectifies an issue in a timely manner. Unlike with our previous Mutual Feedback Withdrawal system, our new process will enable buyers to change their feedback of the seller, not just withdraw the rating. We’ll provide more details of this new process in the fall.
The first change is pretty clear cut and great to see… neutrals are not negatives. (I got this wrong back in May… and was quickly corrected and rightfully so). This will be good news for folks in the same boat as Marcia and Harvey.
Additionally, it’s good to see that changes are going to be made to the current Mutual Feedback Withdrawal system, but it looks like the specifics to those changes are in more of a wait-and-see situation. Buyers will now be able to change their actual feedback rating rather than just withdraw feedback and it looks like we’ll have more info on this in the next couple of months.
Lorrie concludes her AB post with the following:
…since we debuted the new Feedback system in May, we have removed more than 60 percent of the negative/neutral feedback left by buyers in an unpaid item (UPI) process. Looking ahead, you will see us continue to take the steps needed to protect your reputation on eBay. In the meantime, you can also protect yourself by following some well-defined best practices in using Feedback. I encourage you to check them out.Finally, we’re working to resolve other important issues that eBay sellers have raised over the past several months. I hope what I’ve shared with you today demonstrates our commitment to listening and responding quickly with solutions. We want to make eBay a great place for you to do business, but it’s going to take all of us — together — to get it right for the collective good. I want to thank you for your patience, your business and your continued commitment to eBay.
It’s very encouraging to see the company listening to its community and responding in a positive manner. Given Lorrie’s closing remarks, it’s clear that this definitely isn’t the end to changes and revisits to policies that have been rolled out over the past few months.
Based on input I’ve received in email and on Ink, I can think of a few other pain-points that it would be great to see us address: the current stringent rules to the Links Policy to name just one.
Finally, even though it’s good to hear that “we have removed more than 60 percent of the negative/neutral feedback left by buyers in an unpaid item (UPI) process”, I’d also like to find out why a buyer, who doesn’t pay for an item, is still able to leave feedback at all (positive, negative or otherwise).
UPDATE: I’ve received a few questions both in email and on the blog and, as I work on getting answers to a number of the questions, I do feel an immediate point of clarification is needed. Moving forward, neutral feedbacks will be neutral across the board. They will not count against people in their feedback percentage nor will they be counted against people in Seller Non-Performance (SNP) ratings.
Cheers,
RBH
Tagged: ebay, ebayink, ecommerce, estore, feedback, ink, lorrie+norrington, marcia+cooper, unpaid item, upi
JJHOn 07.10.2008 at 12:48 pm Said:
I’m going to come out of hiding just to say this is very good news, and very unexpected. I will give credit where credit is due, You made a mistake, you heard the shouting, the frustration, and the anger, and you fixed it.
The system is still one sided, but now it’s at least a little less one sided, and it’s correctable when someone makes an honest mistake.
Maybe we’ll see some DSR reforms next. One can only hope.
dimesOn 07.10.2008 at 12:54 pm Said:
Good news? Please, this was a hare-brained idea from the get-go, and it took the company months to acknowledge it.
DagnyOn 07.10.2008 at 1:00 pm Said:
”Everybody makes mistakes—buyers and sellers alike. Buyers should be able to change Feedback if they make a mistake or if the seller rectifies a problem in a timely manner. Unlike Mutual Feedback Withdrawal, buyers will be able to revise the Feedback, with this new process not just withdraw the rating.
There is a difference in the buyer experience when a buyer receives the item as expected the first time, so, we will limit the use of the tool so that sellers who make fewer mistakes can be differentiated from sellers who make more mistakes.”
This to me sounds like the seller will need to request that the buyer change the feedback and that sellers will be limited in the number of request they can make?
Will buyers have a similar limit as to how many times they can change feedback? And will there be a way to tell if a buyer is hmm…prone to leaving a negative and then changing it? Perhaps…a new block sellers can use if they don’t want to do business with this type of wishy-washy buyer?
TWOn 07.10.2008 at 1:03 pm Said:
Whooppee!
Now do something that will actually make a difference instead of the dog and pony show this resembles.
Fix the DSR system, lower fees to a more reasonable level, back off on small sellers, get rid of best match, stop forcing PayPal, support the auction format again, quit trying to be Amazon … you will just fail … just to name a few.
Dave_WhiteOn 07.10.2008 at 1:12 pm Said:
Way to go eBay! Lorrie, you have proven to me that you really are listening! Thank you for your honesty!
MechelleOn 07.10.2008 at 1:44 pm Said:
I want more changes!
1) the links policy needs to be redefined - I like to use link exchange for traffic but I can no longer do this.
2) I want the DSRs to be a tool not a weapon
3) I want eBay to honor all seller who provide good service thus building eBay’s reputation to benefit from rewards - and I’m a powerseller so I’m not trying to get something for myself. It is only ethical and in fact would be the best way to build eBay’s reputation.
3) I want them to stay the hell out of my store design
4) I want them to make time ending soonest the default search
5) I want them to remove the ability for people who have so little integrity that not only do they not pay they don’t bother to contact you until after you file the dispute- to leave negative, neutral, or DSRs.
6)I want them eBay/Paypal to allow google check out or match the rates
7)I want them to have enough respect for their customers to offer customer support and to look into situations entirely prior to suspending someone for feedback issues
of course there is more but these are off the top of my head
Patricia1On 07.10.2008 at 1:55 pm Said:
I’m happy to see some changes being made - bottom line - ebay is recognizing sellers are human beings and not just pawns. Other than that, I’m with Mechelle - I want more! I want a 7 day cooling off period for EVERY seller before a buyer can neg them! Powersellers have this “benefit” SO as a FEE PAYING seller in good standing, there is NO reason why I should not have this same benefit! It would also be very very nice to those of us 10 year constant sellers who were duly insulted by having ebay say powersellers were “trustworthy” - I’d like an PUBLIC APOLOGY to all small sellers for that one!!! Then, maybe I’ll consider listing on Ebay again.
Patricia1On 07.10.2008 at 1:55 pm Said:
I might add in the meantime, Etsy and my own website have filled the gap nicely - much better than I hoped for. I’m sure these changes may be coming about because other sellers are doing just as well WITHOUT ebay!
HenriettaOn 07.10.2008 at 1:59 pm Said:
This is one small step on the path to righting the mess eBay has made on their doorstep and then tracked through the entire building.
The first step is the hardest to take. I am hopeful that Ms Norrington will exhibit leadership on this path.
Thank you Ms Norrington.
Randy SmytheOn 07.10.2008 at 2:06 pm Said:
Good Job eBay!
RBH, make sure to let us know when you find out the answer to your question. (below)
“Finally, even though it’s good to hear that “we have removed more than 60 percent of the negative/neutral feedback left by buyers in an unpaid item (UPI) process”, I’d also like to find out why a buyer, who doesn’t pay for an item, is still able to leave feedback at all (positive, negative or otherwise).”
We need to get rid of that 40% of the neg/neutrals left by buyers in the UPI process as well.
GailOn 07.10.2008 at 2:29 pm Said:
Richard, next time you remove one of my posts, I would like an email from you explaining why. You have my email address right in front of you.
“In the interim, no one will lose their PowerSeller status as a result of neutrals being included in their Feedback percentage.”
It seems to me, reading Norrington’s statement, that eBay was losing too many of its precious powersellers with the neutral=negative policy. Whatever the reason for the change, why will it take until “late August” to fix it? That’s the entire summer selling season gone.
As far as buyers being able, under certain criteria and restrictions, to change their feedback, pfffttt. Amazon allows that. This will take until “the end of October” to put into effect. That’s half of the holiday selling season gone.
How about this one: “….since we debuted the new Feedback system in May, we have removed more than 60 percent of the negative/neutral feedback left by buyers in an unpaid item (UPI) process.” Excuse me? Why only 60%? What about the rest of the sellers being penalized in ‘best match’ by the garbage feedback left by non-paying bidders? How long will it take to get the other 40% right?
“I hope what I’ve shared with you today demonstrates our commitment to listening and responding quickly with solutions.”
Norrington, if you and Donahue had left the feedback system alone, you wouldn’t be scrambling for band-aids now. You know as well as we do that buyers left because of all the scams and fakes on eBay, not because of a comment left in their feedback. The sooner you stop focusing everywhere but on eBay’s REAL problem, the more chance you will have of saving this boat.
TheBrewsNewsOn 07.10.2008 at 2:32 pm Said:
“…buyers should have a mechanism to change feedback if they make a mistake…”
So, will a buyer who leaves positive feedback be able to change the feedback to negative later down the road?
That would be wonderful for the buyers and definitely improve the buyer experience, which is exactly where eBay’s focus is! More buyers than ever would leave positive feedback then ask for partial refunds (because, for example, the color was pale sunflower yellow rather than the simple yellow color stated in the auction description… and $5 partial refund would help the buyer to overlook that “flaw”…) and without a partial refund, the buyer would state that they feel they need to change their feedback to negative because the item was not as described.
eBay made “corrections” to their previous feedback mechanisms and although I am definitely not happy with Feedback 3.0, I would certainly hate to see a mistake “correction” that would make the system even worse than it already is (and just when I thought eBay couldn’t make things worse….)
Pardon me if I don’t dance around with joy just yet. I’ll wait until the DETAILS come out before giving any thumbs up.
Patricia1On 07.10.2008 at 2:48 pm Said:
You’re right Brews - Ebay has to recognize the seller puts up his item - he needs SOME protection because he’s simply not going to give that item away so ebay can profit. He’ll take his item and go elsewhere - which, by the way, is exactly what he’s been doing. I know ebay has noticed the drain of sellers (who are also buyers) from their site. Believe me folks, the drain will continue unless there is some profit in it for the sellers - I’m glad to see you are at least beginning to right all the wrongs. Even now, if they reverted back totally they would still not get ALL their sellers back again. I think they’re paying the price for this “disruption” business 
MechelleOn 07.10.2008 at 2:53 pm Said:
Yes Patricia- eBay owes veteran sellers a public apology.
They also owe me an apology for telling the world that I am trash, and that they need to protect my customers from me.
You need to get rid of that stupid pop up when leaving feedback. You need to get rid on the damn redundant message on the feedback page too.
For a company concerned about their public image creating the excellent buyer experience- you would think they would be smart enough to realize the negative emotion and increased suspicion resulting from that message. There are a lot of new buyer lately- do you really want their impression of eBay to be guided by a message that they can’t trust their trading partner to do the right thing, so you have stepped in so they can leave “honest feedback” without retaliatory neg/nuet feedback in return. Seriously take a step back and imagine yourself as a brand new eBay member after your first or first few transactions this is the message greeting you when you leave your feedback(this is what I do when I make adjustments to my business it is astonishingly effective). Now tell me this engenders confidence in the new eBay member.
Think! please freaking think
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