Dear Sellers,
Thanks for the valuable comments on this voices thread and on the boards. I appreciate your position as a seller and can understand the point you are trying to make. I will try to give my perspective on this topic:
During my last Open House on I did mention that we are changing some of the guidelines. Firstly, to clarify on including Neutral FB in calculating buyer dissatisfaction, it has always been taken in to consideration when sending SNP Warnings to sellers and the sellers who have received SNP Warnings would know the same. To highlight what has been updated in the new policy is:
1. The
restriction based approach (vs. suspensions) will give sellers more time and opportunity to improve their business practice and create a strong business on eBay.
2. The SNP warning will now consider buyer dissatisfactions that have been raised over the
past 90 days only. This will ensure that sellers have more realistic timelines to resolve disputes (no difficulties in procuring PODs)
How will unfair negatives or neutrals impact my business as a seller?
All of us have at one point or other came across a buyer who was unreasonable and left a bad taste in our mouth. I personally had a similar buyer and remember him more than all other good buyers I had. We will continue to have a very small percentage of buyers who are unreasonable and whom we cannot eliminate. I guess that is the cost of doing business in an online world. We have to take such people in our stride. However, please be assured that the thresholds have been placed based on extensive analysis and research. While, most of the examples are valid and what we have noticed in totality is that such cases which adversely impacts a good sellers is almost nill and incase if such a situation arises the team would intervene to address the concern
Do buyers leave as many negatives as we think?
A lesser known fact (as data shows) is that buyers leave more feedback than sellers and the negatives left by sellers are far higher than that from buyers. I believe that many sellers’ do not give -ve ratings for the fear of retaliatory FB which also holds true for buyers who don’t give –ve. Some sellers only give ratings after they receive from buyers hence its even more likely that buyers may not give –ve. Many buyers have told us (and so do feedback comments) that the buyer settled for neutral just because he did not want to give a negative.
Does this mean that eBay can restrict an account with 99.5% positive feedback also?
Yes, it is possible that sellers who seemingly have high number of positives can also get restricted. In order to get a better picture of a seller’s recent activity, we identify sellers with declining customer satisfaction rates in a manner that evaluates recent performance. If the dissatisfied buyers from a seller over the past 90 days are more than 5% of the transactions, then I think it is important that the seller starts improving his business practice.
I strongly request you all to support so that we keep away sellers who are significantly contribution to bad buyer experiences on the site. To borrow a very relevant
quote from user coolbrasco – “This is a team effort and every seller should take responsibility in the whole community to give best experience to buyers.”
Regards
Yash
Regards
Yash
