Coming Soon: Feedback 2.0 – Increasing Transparency in Feedback System

[sapana@ebay.com]

Dear Members,

As eBay continues to grow, it is important that we continue to evolve the Feedback system to ensure it remains a credible measure of trust. For almost two years, eBay has been working on a new project to enhance our current reputation system. Feedback 2.0 adds a new dimension to eBay’s premier online reputation system, allowing buyers to rate transactions based on item description, communication, shipping time, and shipping & handling charges.

Feedback 2.0 adds the following new features:

Detailed Seller Ratings – Currently buyers are able to rate the sellers positive, negative or neutral and leave comments on the same. With the launch of Feedback 2.0, buyers will be able to rate the sellers on specific transaction aspects like item description, communication, shipping time, and shipping & handling charges. These ratings will be based on a 1 to 5 scale, with 1 being the lowest and 5 the being the highest rating. The average of all ratings will be displayed on the seller’s Feedback Profile page.

To see how the new ratings will be displayed on the Feedback Profile page, please Click Here. (To view the page in right size click on the orange rectangle button that appears at right bottom)

Item Title and Price – To give buyers more information while they are evaluating the reputation of a seller, the transaction’s item title and selling price will display beneath each Feedback comment on the Feedback Profile page for a period of 90 days.

Feedback 2.0 helps buyers feel even more confident about a seller’s reputation, while rewarding good sellers by recognizing and spotlighting the things you do to ensure customer satisfaction.

Pilot launching shortly

Last November, for one week, buyers were presented with the ability to leave detailed seller ratings and the results were very promising. Over 80% of all buyers leaving Feedback for sellers left Detailed Seller Ratings during this data collection period. This high rate of usage is important since it eliminates any negative impact to a seller’s score based on the occasional low rating they may receive for actions outside of their control. (Such as a lost package, or an item damaged in transit.) Detailed Seller Ratings will be representative of a seller’s overall behaviour as our buyer community views it.

In late February, we will pilot Feedback 2.0 on India, as well as these seven additional markets: Australia, Belgium, France, Ireland, Italy, Poland, and the United Kingdom. We will continue to monitor the usage of Feedback 2.0 carefully to ensure there is no disruption to the marketplace. If all goes well, we plan to launch globally in Summer.

To understand Feedback 2.0, please view the Frequently Asked Question.

For any questions on Feedback 2.0, please feel free to post your question on this thread.

Regards
Sapana

[skygiftworldwide]

Many many thanks to eBay Feedback Team! You are going to do a great job. I always thought of the Feedback page to be viewed as you have given in the sample image.

I would request you to add two more visuals.
1. The View Item link should be replaced with the Thumbnail image of the item. This will be more transparent to the viewer of this page either a buyer or a seller.

2. The registered Country of the buyer/seller should be displayed below the User ID of buyer or seller

Warm Regards,
Mohib-uz-Zaman

[snrama]

Dear eBay team,

The New Feedback 2.0 seems promising! I hope that this new system helps sellers a lot.

This system certainly makes many sellers to improve their service to the customers.

The quality of listings and service will improve with this move.

I liked this move and again its seems promising. ---------------
With Regards,
Navaneeth (snrama) 😉

[pc_gaming_store]

We too are happy to hear about the change. It shall really benefit the eBay Community as a whole.

Congratulations to the eBay Team who were in charge of designing the new system.

-Regards,
pc_gaming_store

[pc_gaming_store]

Hello,

We have three queries with respect to Feedback 2.0

1. Are the detailed seller ratings unique?

Currently on eBay if a person leaves an ebay member 2 negatives, it will be counted as one, as the ratings are unique. Does the same apply that is, are detailed seller ratings unique?

It should not be an eBay user purchases 3 items, and gives 1 star in all fields for all 3 items making our score plummet. What's worse under the new system it appears we cannot know what detailed seller rating star the buyer has left us.

2. If an eBay user is suspended within 90 days, is his detailed seller rating withdrawn?

Currently an eBay user if suspended within 90 days, his ratings given to others are withdrawn. This was incorporated for the protection of eBay members. Does the same apply to detailed seller ratings?

3. If buyer fails to respond to UPI process, is his detailed seller rating withdrawn?

Currently if an eBayer fails to take part in the UPI process his ratings given to others are withdrawn. Does the same apply for detailed seller ratings?

Please respond to above queries and we suggest that an eBayer is able to know what detailed seller rating has been left for him by another eBayer to prevent time pass/ fraudulent buyers from ruining their score. eBay must realise this greatly exists.

-Regards,
pc_gaming_store

[sapana@ebay.com]

Hi pc_gaming_store,

These are interesting question. Please find the answers below (DSR below referes to detailed seller rating):

1. Are the detailed seller ratings unique?

Similar to how a buyer can only affect a sellers’ Feedback Score by one point, if a buyer has left multiple detailed seller ratings for a seller, the average of the buyer’s ratings will be used when calculating the sellers’ detailed seller ratings.

For example, Buyer A has bought 3 products from you. The DSR he has left for you are 4, 5 and 3 respectively. The average from the buyer will be calcuated as (4+5+3)/3 = 13/3 = 4. Thus a single buyer will not be able to impact your scores significantly

Also, Detailed seller ratings are computed as an average score on a rolling 12-month basis. DSR beyond the 12 month period will not be displayed on your feedback page.


2. If an eBay user is suspended within 90 days, is his detailed seller rating withdrawn? If buyer fails to respond to UPI process, is his detailed seller rating withdrawn?

Yes. Whenever a Feedback rating is removed/withdrawn, of Detailed Seller Ratings were left, they will also be removed. Similarly, If two members mutually agree to remove a Feedback rating, the associated Detailed Seller Rating will also be removed.


3. We suggest that an eBayer is able to know what detailed seller rating has been left for him by another eBayer to prevent time pass/ fraudulent buyers from ruining their score. eBay must realise this greatly exists.

The goal of Detailed Seller Ratings is to provide buyers with additional data and to enable them to more accurately rate a sellers’ performance. In addition, the average score provides sellers with an accurate representation of their performance. The individual ratings given by a particular buyer may provide a seller additional information.

However, the risk is that it may discourage buyers from leaving Detailed Seller Ratings (for fear of retaliation). Since the overall marketplace benefits from the additional information provided, we want to avoid taking any action that may discourage buyer use of Detailed Seller Ratings.

Having said that, the DSRs are calculated on average basis and are further rounded off to nearest .5 (half). This makes it difficult for an occasional low DSR to impact your overall score drastically.



I hope the above answers your questions. Please do not hesitate to post questions or clarifications if any.

Regards,
Sapana

[pc_gaming_store]

Hello,

Thank you Sapana for the answers.

-Regards,
pc_gaming_store

[snrama]

Thanks Sapna for answering pc_gaming_store's questions. ---------------
With Regards,
Navaneeth (snrama) 😉

[sapana@ebay.com]

This topic was branched to [url thread.jspa?threadID=500001412]Re: Non fulfilling seller[/url]

[sapana@ebay.com]

This topic was branched to [url thread.jspa?threadID=500001413]Re: Re-list problem[/url]