Launching new Seller Standards for eBay.in sellers

[seemak@ebay.com]

Consistently delivering to great buyer experiences is a key driver towards business growth. At eBay, to ensure our sellers deliver to a great shopping experience, we continuously evaluate our sellers' performance on site.

Performance of sellers on eBay India is currently evaluated basis the Seller Non Performance Policy [click here for more details: http://pages.ebay.in/help/policies/seller-non-performance.html ].

However, starting 20th May 2011, the evaluation criteria for our sellers’ performance will be replaced by a new set of guidelines referred to as Seller Standards. The new standards aim to give sellers recognition, insights and the help they need to improve and grow their business.

With launch of new Seller Standards, eBay will consider low DSR’s as key constituents to deficiency in sellers being able to provide expected product / service to buyers. Hence we have shifted away from evaluating sellers basis neutral and negative feedbacks to evaluating sellers basis the low DSR they receive for their transactions.

Additionally, with Seller Standards, sellers will now be evaluated on all their transaction, whether the feedback for the transaction was received or not (i.e. if feedback is not received at the time of evaluation, the transaction will be deemed good).

Through Seller Standards, eBay expects its sellers to have a very low amount (within set thresholds) of 1 or 2 stars on the Detailed Seller Rating score. To meet the minimum performance standards, sellers need to satisfy either one of the below requirements:

•The minimum DSR percentage rate; or
•The minimum DSR count

If both the DSR percentage rate and the DSR count are not meeting the minimum requirements, then the expected level of service from an eBay seller isn't being met. Until their ratings improve, sellers who fall below the minimum standard may face a number of consequences including demotion in search and restrictions in selling activity or even suspension.

We are also enhancing the Seller Dashboard so as to provide you more detailed information regarding the sales you have done with buyers in India and abroad. This will give you the opportunity to identify your areas of improvement.

Why are we moving to Seller Standards?

To put more emphasis on quality and to reward and recognize sellers who create great buyer experiences. Through Seller Standards, eBay will now consider the rate of low DSRs received by a seller – specifically 1s and 2s – as a way to assess the quality of buyer experiences the seller provides. All sellers will be expected to have low rates of 1s and 2s.

How is Seller Standards more beneficial than Seller Non Performance Policy?

• Unlike SNP policy which was used to identify & restrict sellers who do not meet buyers' expectations, Seller Standards works on rewarding sellers through increased visibility / recognition ensuring growth in their business on eBay
• With SNP policy, sellers were evaluated only basis known transactions (i.e. where buyer has provided feedback / raised dispute), while with Seller Standards sellers will be evaluated on their overall transactions (whether or not the feedback was left)
• While SNP used to evaluate sellers on a weekly basis, in Seller Standards sellers will be evaluated on a monthly basis which provides the seller an opportunity to work with the buyer and revise the feedback received
• To ensure all sellers are fairly evaluated, sellers will be evaluated basis their volume of business
o For sellers with 400 or more transactions, evaluation period will be last 3 months
o For sellers with less than 400 transactions, evaluation period will be last 12 months

New Seller Dashboard

From May 2011, you will be able see a snapshot of your DSRs in your Seller Dashboard, including your low DSRs (1s and 2s) and your average DSRs. This snapshot will be updated monthly. You can also use DSR reports to see your total counts of 1s and 2s. To get this view, log into your Seller Dashboard and click the link at the top. You should be able to see a preview of this new dashboard within the next two days.

For more details on the Seller Standards please click on this link http://pages.ebay.in/help/seller_standards.html

We will be conducting an online workshop to answer any queries you have around these new changes on Tuesday, April 5, 2010 at 4 pm IST. Please post your comments, feedback and queries on this thread

Regards
eBay Team

[anil@ebay.com]

Dear rajelectroniks,

With the launch of seller standards, we would be measuring sellers on Low DSR’s which is 1’s and 2’s.

There have been concerns from certain sections of seller community on the way DSR’s are perceived. 3 may be good rating left by the buyer whereas sellers used to get negatively impacted on their average DSR’s. Having said that, as you would agree there is no doubt on the buyer experience when he leaves a 1 or a 2 DSR rating. Hence with the launch of seller standards, we have shifted our focus from evaluating our seller’s basis low DSR’s as against average DSR’s

Regards
Anil Shenoy

[anil@ebay.com]

Dear cosycom / goodgradegoods

As you would agree, with the existing SNP policy, the seller does not have a window into how he’s performing or specific areas that need improvement.

To the contrary, we believe with seller standards, seller’s life will be simplified as the seller can track his performance on a daily basis by going to his Seller Dashboard. This will help him take immediate measure to improve on his overall performance on site.

Regards
Anil Shenoy

[anil@ebay.com]

Dear shreelaptops,

We thank you for your suggestions on the feedback system. However there are certain clarifications that we would like to make:
- Low DSR’s are defined as 1’s and 2’s received on each of the DSR’s. If you have received a 3 or a 4 star on a DSR, it will not be considered as a low DSR.
- With seller standards, we would be evaluating sellers basis their overall transactions & not on transactions where feedback has been left. Hence Sellers will not be negatively impacted if Buyer does not leave feedback for the transaction
- There may be instances where you feel the low DSR received is unfair which would impact your selling performance. But we would like to state that to ensure low volume sellers do not impacted due to 1 or 2 feedbacks, we have kept a minimum count of 4. This means that till the time a seller doesn't receive 5 or more low DSR’s on the DSR, he wouldn’t be impacted.
- Communication doesn't necessarily perceived by the buyer on how fast you have responded to the buyers queries. It also includes how proactive a seller has been in communicating upfront – be it product related information, shipping items, leaving feedback.

Hope your queries raised have been addressed

Regards
Anil Shenoy

[anil@ebay.com]

Dear All,

Thank you for your participation on this workshop. Hope I have been able to resolve / address your queries raised on Seller Standards

Have a nice day

Regards
Anil Shenoy

[seemak@ebay.com]

Hi,

Thanks a lot Anil for addressing all concerns on Seller Standards. We look forward to many more such interactions in the future

We are closing this thread, if you wish to start a new discussion, please feel free to start a new thread.

Regards,
Seema K

[17-9-13-3]

Seller standards...? we need seller protection..!

[greateasterndeals]

my selling privilege has been limited due to low DSR. These low DSR were caused due to two or three specific buyers. The first gave me a negative and low DSR only because I would not ship to Brazil because a non-expensive and trackable shipping is not available to Brazil. I told this to him several times pointing out the link in Indiapost website too but to no avail he just stuck to his version. Also there was language problem. Second buyer gave neutral and low DSR because I sent him another pen with a different colour but only after taking his permission and offering refund first. Another low DSR customer was only because the item was stuch in customs. Now is it not unfair to limit my selling privileges only because of these problematic customers. Ebay international has to take this fact into account that some buyers would not even take refund and would just love to harass sellers for reasons best known to them. There has to be a third party feedback removal service. Only it can decide whether seller has been unjust or buyer is harrassing the seller.

[techy-hub]

Personally, I think the concept of DSRs is good. However, several changes need to kick-in before they can be effective as an effective feedback tool.

1) They need to be more precise and clear
2) They should not be vague and subjective
3) There should be checks and balances within the DSR parameters asking additional questions whenever the DSR is lower than a 5
4) eBay should be involved directly
5) There should be more transperancy in the DSRs being shared and the users providing them

Right now, they still leave a lot to be desired! An ineffective and incomplete system is far more dangerous than no system at all!

Just my 10 cents!