Some Feedback on eBay’s Feedback 2.0
Filed Under Feedback
As a seller, there are certain aspects of eBay’s Feedback 2.0 that I’m not a big fan of. In addition to the positive or negative point and short comment awarded under the legacy feedback system, buyers can now use a one- to five-star rating scale to anonymously evaluate sellers in four different areas. These aspects of the transaction include communication, accuracy of the item description, delivery time and shipping and handling charges. While these “Detailed Seller Ratings” may achieve eBay North America President Bill Cobb’s intended effect of “[giving] buyers more transparency about [eBay's] really good sellers,” I think that the new system should cover aspects of the auction that are more relevant and of which the seller has more control.
Some sellers are concerned that the bidder’s SPAM filter might block their emails and thus affect their communication ratings. While this is a valid concern, communicating with a bidder through eBay’s “Contact Buyer” form in My eBay is an effective method of mitigating this potential issue. The email is sent with an eBay.com “from” address which the eBay member has presumably white-listed and the email is also visible in the messages section of My eBay.
The two shipping and handling evaluation criteria give me the biggest heartburn. I ship the goods the next business day following receipt of payment. How long the item actually takes to arrive is a function of the postage method the bidder chooses, the distance from my house to the bidder’s, and the performance of the postal service. The only aspect over which I control is how long it takes me to get the package to the post office. I, along with many other eBay sellers, worry that many buyers will not be able, or willing to distinguish this simple fact of life. I plan to mitigate this (as much as possible) by ensuring that I send out “item shipped” notices in a timely manner. This action might even help my communication rating.
My biggest issue with eBay’s Feedback 2.0 Detailed Seller Ratings is the buyers evaluation of shipping and handling charges. I think there are very few sellers who do not disclose these charges up front in the auction listing. I personally list them in the description, as well as in the standard listing information eBay includes with each auction and on each search results page. The buyer agrees to the shipping and handling charge when they place the bid. If they do not think the charge is reasonable, they shouldn’t bid! Shipping and handling charges are one of the first things I look for and evaluate when I’m considering bidding on an auction. If I agree to the charge (signified by placing a bid), there’s no reason the seller should not get 5-stars for this detailed rating criterion. Therefore, this is irrelevant.
What would be more relevant, and certainly within the seller’s span of control, would be an evaluation of how well the particular auction goods were packaged for shipping. As a frequent eBay buyer, I’m continually amazed at the spectrum of techniques and materials used to package the items I purchased at auction. They run the gamut from used books securely wrapped in cellophane, bubble wrap, Styrofoam peanuts and a new box to new books wrapped in a single layer of old wallpaper with a shipping label stuck to it! A measure of a seller’s care in packaging items sold on eBay would give me (and other buyers) a tool to evaluate the fairness of the auction’s shipping and handling charges – before I place my bid.
Now don’t let this post fool you. This isn’t a rant stemming from any negative personal impact I’ve experienced under the new system. I haven’t had any problems (yet). This post stems from my desire to see relevant improvements that benefit both the buyer and seller. I hope that eBay will consider these thoughts as they continue to refine the system and the community.
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6 Responses to “Some Feedback on eBay’s Feedback 2.0”
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I am not a fan of the new feedback rating-as a buyer or a seller.
Facts being facts: Ebay looks out for Ebay and no one else. I had a horrendous experience as a buyer. Ebay did absolutely nothing. Their email answers to me are actually comical. They are obviously automated responses.
The seller was a power seller and I’m a nobody.
Bottom line.
I agree with you on the shipping & handling charges. As a seller I would have the right to charge a little something for the handling & packing material, but I don’t, to get the price of shipping down. I charge actual Canada Post rates, that have increased a lot with the highest fuel surcharges, especially with ExpressPost for USA. I must use this service to keep buyers happy. You know what? Since this stupid star rating exists, buyers have given me 4.1/5 on the S/H charges… People don’t understand that we can’t always ship for free! We don’t have any control on postal rates or speed of delivery. Before Feedback 2.0 I was considered a 100% feedback since 1999.
Hope they will fix it a better way.
Iffy for buyers too. I pay immediately but some sellers won’t leave feedback until I’ve done that first, which is when I receive the item and check it out. So if something’s wrong and I think the seller deserves low score(s), neutral or negative, the seller could be inclined to retaliate with poor rating for me, even though I did my part well.
Anyway, I’m here because I’m going to start selling. Will probably note in the ad something to the effect that I don’t have control over the the time the mail takes. Look at the postage date, not when the item’s actually received.
I just sold enough since May of this year to hae my DSR show up. I have a 4.9/5.0 for shipping and handling charges. I know that isn’t terrible, but 1 person out of the 10 gave me a 4. Interesting considering ALL shipping charges are listed in the auction that they bid on and won… but here is the kicker: I charge actual shipping costs. I don’t even include a single penny for handling. I don’t charge for electronic delivery confirmation. So… if a buyer wins something with a shipping charge of 2.50 and it is sent out first class, I end up paying 2.50 + .18 cents and it costs 2.68 to ship. I’m not complaining because I like it that way, I just find it comical that I would be rated less than a 5 on shipping and handling fees when I charge actual shipping rates and don’t even add on a single dime for handling or for electronic delivery confirmation.
I give FREE SHIPPING NO HANDLING FEES and received a bad rating from someone!!!!!
I’ve just received at least 10 ratings today, and my lowest score is a 4.4 for Shipping and Handling Charges.
I don’t know why this is! I don’t overprice the s/h and no way are the prices unfair!
I *thought* my Shipping time would be lower, because, well, I wouldn’t deny that, but how the heck would s/h when the buy clearly sees that in the listing have a low rating??
The postage price isn’t even listed on these things. What are they asking for? FREE and FAST and cost them nothing?? This Detailed Seller Rating is so stupid and unnecessary.
All part of new eBay’s downfall, coming soon at an internet near you.
AND I agree on how the package is well handled should be something the buyers should rate on. At first glimpse, I thought that was part of it, but nope, it was the charges. That is so stupid. What were eBay’s workers thinking??
Ratings and Feedbacks even aren’t necessary.
If only buyers and sellers could work things out together — if there was just a PO in front of our doors and a template where we should describe and say everything to be required for the buyer to completely understand what they are bidding on.
These wannabebay sites just can’t seem to make it. I can’t find one that “looks” okay.
Oh well. We’ll just have to suck it up for using eBay’s service. We aren’t even required to use them at all, but they are still there. I wish they would just hear our complaints and frustration and be fair and let us understand why they are how they are.