eBay: Anyone else really ****ed off at the new defect rate
Discussion
An opened unsolved case, a DSR score of 1 2 or 3 and or neutral or negative = a defect
It's going to be tough going to make it as I'm 0.8% outside currently but then if someone left a neutral feedback and never got in touch I never bothered chasing up. Looks like that will need to change!
It's going to be tough going to make it as I'm 0.8% outside currently but then if someone left a neutral feedback and never got in touch I never bothered chasing up. Looks like that will need to change!
IATM said:
This is becoming nothing short of a joke.
The new seller standard at 2% for top rated seller which is measured on the defect rate is the dumbest thing I have ever seen in my life.
When is the madness really going to end?
What are peoples views on it?
Bloody stupid.The new seller standard at 2% for top rated seller which is measured on the defect rate is the dumbest thing I have ever seen in my life.
When is the madness really going to end?
What are peoples views on it?
We're "at risk" because of "Dispatch Time". We post same day or next day so not quite sure how we could do it faster & the chap at Ebay I spoke to couldn't suggest anything either.
One of the feedbacks we received was something bought on Sunday, posted on Monday & left feedback Wednesday saying "nice but slow delivery". I asked him why he thought the delivery was slow & he said it had taken 2 weeks to get there. He had clearly left feedback for the wrong thing or got confused somewhere. I phoned Ebay, and because he had left positive feedback, they wouldn't remove it. If he'd left negative feedback though then they would have removed it
Paddymcc said:
An opened unsolved case, a DSR score of 1 2 or 3 and or neutral or negative = a defect
It's going to be tough going to make it as I'm 0.8% outside currently but then if someone left a neutral feedback and never got in touch I never bothered chasing up. Looks like that will need to change!
The case thing is easy, just make sure you leave the last message at the very least, if you leave a case unanswered you deserve it. Never ignore a case however some pricks open a case and ask has it been shipped etc. It's going to be tough going to make it as I'm 0.8% outside currently but then if someone left a neutral feedback and never got in touch I never bothered chasing up. Looks like that will need to change!
I have to say I have been livid with the new changes. I have a sterling record on eBay with over 10,000 feedback with only 2 negative and 20 neutrals resulting in 100% feedback. In saying that I bend over backward for customers and follow the moto the customer is always right even if they are 100% wrong I just do what I can to make them happy and move on.
The new defect rate means anyone who marks "item as described" with a 1 2 3 star is counted as a defect transaction: eBay says if this is left then generally the customer is unhappy.
This is the thing that really boils my piss as another PHer has mentioned: customer buys an item on sunday, you post out Monday they ideally in eBay stupid idiotic world should get it Tuesday. If they don't get it by wednesday then they can open a case - this is a defective transaction.
How the hell can we be responsible for Royal Mail's processing. It's already a NIGHTMARE at xmas time when people complain stating "your page said guaranteed in 2 days time date" we always have to reply saying sorry, eBay write this and not us and its based on the basic rule of royal mail will delivery next day.
EVEN ROYAL MAIL DO NOT PROMISE THIS SO HOW THE HELL EBAY GET AWAY WITH IT I HAVE NO IDEA. The dates provided by eBay do not take it account peak seasons, staffing issues at RM or even bad weather that sometimes causes the country to come to a standstill yet with some miracle eBay thinks we should have our items delivered with no consideration for the environment.
I have to say I am really really annoyed even with the hours that I do, the effort I put in I got an email today to say I would still be a top rated seller but only just with a defect rate of 1.7% - The likes of DABS, ARGOS, DYSON, SUPERDRY who are all on eBay are struggling to keep top rated seller status - I am sure this will put a bee in their bonnet if they do have to comply to this.
Further more eBay's arrogance that the customers of the website are not frauds or are very smart in their buying choice is stupid. The number of customers I have who do not read descriptions clearly or willy nilly buy stuff based on a picture alone baffles me and some how that is going to be our fault too.
Just mental. Q2 for me will 100% be a case of changing my business strategy to move to Amazon - Amazon is far from perfect however I feel there is a great business to be made their with the RIGHT products and customer service.
The new defect rate means anyone who marks "item as described" with a 1 2 3 star is counted as a defect transaction: eBay says if this is left then generally the customer is unhappy.
This is the thing that really boils my piss as another PHer has mentioned: customer buys an item on sunday, you post out Monday they ideally in eBay stupid idiotic world should get it Tuesday. If they don't get it by wednesday then they can open a case - this is a defective transaction.
How the hell can we be responsible for Royal Mail's processing. It's already a NIGHTMARE at xmas time when people complain stating "your page said guaranteed in 2 days time date" we always have to reply saying sorry, eBay write this and not us and its based on the basic rule of royal mail will delivery next day.
EVEN ROYAL MAIL DO NOT PROMISE THIS SO HOW THE HELL EBAY GET AWAY WITH IT I HAVE NO IDEA. The dates provided by eBay do not take it account peak seasons, staffing issues at RM or even bad weather that sometimes causes the country to come to a standstill yet with some miracle eBay thinks we should have our items delivered with no consideration for the environment.
I have to say I am really really annoyed even with the hours that I do, the effort I put in I got an email today to say I would still be a top rated seller but only just with a defect rate of 1.7% - The likes of DABS, ARGOS, DYSON, SUPERDRY who are all on eBay are struggling to keep top rated seller status - I am sure this will put a bee in their bonnet if they do have to comply to this.
Further more eBay's arrogance that the customers of the website are not frauds or are very smart in their buying choice is stupid. The number of customers I have who do not read descriptions clearly or willy nilly buy stuff based on a picture alone baffles me and some how that is going to be our fault too.
Just mental. Q2 for me will 100% be a case of changing my business strategy to move to Amazon - Amazon is far from perfect however I feel there is a great business to be made their with the RIGHT products and customer service.
Edited by IATM on Thursday 13th March 19:36
Edited by IATM on Thursday 13th March 19:36
I doubt the outlets will have to comply with this new policy.
The compulsory managed returns looks like another mess. Check the replies from.an eBay representative on tamebay about the postage charges. Charging the same rate for postage I can get on parcel2go is a joke considering eBay clout for discounts. It's a fact eBay are introducing this so they can make money on the returns as well.
I don't like it but it makes me money just another few hoops to jump through.
The compulsory managed returns looks like another mess. Check the replies from.an eBay representative on tamebay about the postage charges. Charging the same rate for postage I can get on parcel2go is a joke considering eBay clout for discounts. It's a fact eBay are introducing this so they can make money on the returns as well.
I don't like it but it makes me money just another few hoops to jump through.
1441 said:
I think you will find its a defect as soon as a case is opened not unresolved.
Are you sure?If that's the case then I predict nobody will be Top Rated within very short order (other than the 'select' few). I agree most unresolved cases should carry a penalty, but opened cases?
100% sure, we will ditch any TRS efforts come Nov 1st as I don't want to enter into the 90 try before you buy debacle, have you seen the option where for low value items you can opt for refund without return ?
Below is a post I put on the boards yesterday on which eBays reps are "answering" (towing the company line)
"thank you for taking the time out to reply, however whats ebays thoughts on the first part of my question, as yet unanswered and copied below ?
OK, this is what happened in the last hour.
Buyer opened a case, he made an error purchasing but opened a SNAD case, in it he included his phone number, I called him all sorted he's sending the item back, apologised for opening a case.
I rang CS (25 minutes total call) he looked at it said yes buyer error but it would count but I could get it "de scored" to do that I had to escalate it (so that means waiting for the escalation period to open) and once escalated I have no confidence it would be found in our favour at 1st attempt anyway ? However I then was able to say to the CS rep I cant escalate it he as just closed it which he had, at which point I was transferred to where ever to have it "de scored"
Below is a post I put on the boards yesterday on which eBays reps are "answering" (towing the company line)
"thank you for taking the time out to reply, however whats ebays thoughts on the first part of my question, as yet unanswered and copied below ?
OK, this is what happened in the last hour.
Buyer opened a case, he made an error purchasing but opened a SNAD case, in it he included his phone number, I called him all sorted he's sending the item back, apologised for opening a case.
I rang CS (25 minutes total call) he looked at it said yes buyer error but it would count but I could get it "de scored" to do that I had to escalate it (so that means waiting for the escalation period to open) and once escalated I have no confidence it would be found in our favour at 1st attempt anyway ? However I then was able to say to the CS rep I cant escalate it he as just closed it which he had, at which point I was transferred to where ever to have it "de scored"
Read and digest the following, this is part of the new managed returns "must have for TRS" with the bonus of 90 day try before you buy period which starts Nov 1st thru till Jan 31st,
I sell mainly lower-value items and I don’t want them to be returned. How does this work with managed returns?
If it’s not worth your while to have an item returned, you can specify on the listing that an item doesn't need to be physically returned, but will be refunded.
When you opt in to managed returns, you’ll be able to set your preferences, and you can set a rule up to make sure that anything under a certain value doesn't need to be physically returned. You can also set preferences for individual items or particular categories.
If a buyer starts to use managed returns to return such an item, they’ll be informed that they can keep the items and they won't be able to print a postage label. We’ll monitor how often a buyer does this to protect you from bad buyer behaviour.
I sell mainly lower-value items and I don’t want them to be returned. How does this work with managed returns?
If it’s not worth your while to have an item returned, you can specify on the listing that an item doesn't need to be physically returned, but will be refunded.
When you opt in to managed returns, you’ll be able to set your preferences, and you can set a rule up to make sure that anything under a certain value doesn't need to be physically returned. You can also set preferences for individual items or particular categories.
If a buyer starts to use managed returns to return such an item, they’ll be informed that they can keep the items and they won't be able to print a postage label. We’ll monitor how often a buyer does this to protect you from bad buyer behaviour.
I can't get the 15% discount since the 1-day dispatch requirement came in, it's not possible for us as we don't work on Saturdays and we have a lot of business outside the World of eBay to be cracking on with too. Yesterday I only spent 2 hours in the unit, the rest was out on jobs.
We have Top-Rated Seller, Gold Powerseller and 'Current' on account status (whatever that is) but absolutely no discount is available to us.
Eta: we were 'under review' last year about this 2% defect rate, they allow you to keep your status after the review period (of about 3 months I think) if your ratings don't drop any further within that time.
We got this review period after a single buyer bought 3 items of £5 each and left negative on all three with low ratings. He bought them at the same time but wasn't a combined purchased (no need as we're free post UK).
We have Top-Rated Seller, Gold Powerseller and 'Current' on account status (whatever that is) but absolutely no discount is available to us.
Eta: we were 'under review' last year about this 2% defect rate, they allow you to keep your status after the review period (of about 3 months I think) if your ratings don't drop any further within that time.
We got this review period after a single buyer bought 3 items of £5 each and left negative on all three with low ratings. He bought them at the same time but wasn't a combined purchased (no need as we're free post UK).
Edited by Spanna on Friday 14th March 10:50
Ebay are going to kill the golden goose at this rate. The big national sellers have other e-outlets and will negotiate hard on huge volumes. Small indie sellers are what made eBay, and the margin is bigger. It feels like they are over thinking things in a desperate attempt to squeeze more profit out of a money making machine. Hiring managers to tinker with new systems. Take the disaster of the compatibility listings on car parts. Ebay 'suggests' what cars you part might fit, even when it blatently doesn't! Just spams up searches and risks disappointment. At some point someone will do the sums on setting up a competitor. yes it would take a huge marketing drive to get going but the money is there.
If I am honest more than ever now I think someone could easily set up a competitor to eBay.
I feel MOST sellers on eBay are excellent and have great customer service: they really are dying to move onto a new platform to rival ebay and amazon
I so wish eBid really did make a go of things properly. I feel eBid has the right model but they need A HUUUUGE marketing drive to get customers and sellers there.
The only reason I am not on eBid is because the website is disgusting! it looks as if the design is from the 1970's.
It should look slick and operate in a slick way and mitigate all the problems ebay has and customers and sellers a like will flock to it.
I feel MOST sellers on eBay are excellent and have great customer service: they really are dying to move onto a new platform to rival ebay and amazon
I so wish eBid really did make a go of things properly. I feel eBid has the right model but they need A HUUUUGE marketing drive to get customers and sellers there.
The only reason I am not on eBid is because the website is disgusting! it looks as if the design is from the 1970's.
It should look slick and operate in a slick way and mitigate all the problems ebay has and customers and sellers a like will flock to it.
IATM said:
If I am honest more than ever now I think someone could easily set up a competitor to eBay.
I feel MOST sellers on eBay are excellent and have great customer service: they really are dying to move onto a new platform to rival ebay and amazon
I so wish eBid really did make a go of things properly. I feel eBid has the right model but they need A HUUUUGE marketing drive to get customers and sellers there.
The only reason I am not on eBid is because the website is disgusting! it looks as if the design is from the 1970's.
It should look slick and operate in a slick way and mitigate all the problems ebay has and customers and sellers a like will flock to it.
I really really wish eBid would just go massive and rival eBay. I feel MOST sellers on eBay are excellent and have great customer service: they really are dying to move onto a new platform to rival ebay and amazon
I so wish eBid really did make a go of things properly. I feel eBid has the right model but they need A HUUUUGE marketing drive to get customers and sellers there.
The only reason I am not on eBid is because the website is disgusting! it looks as if the design is from the 1970's.
It should look slick and operate in a slick way and mitigate all the problems ebay has and customers and sellers a like will flock to it.
The problem is their website is really awkward and clunky to use and none of its functions are particularly obvious to find or easy to use. They're supposed to get you onto Google products too with their listings so I gave them a try last year but nothing was showing on Google, their forum came up with nothing and there's no walkthrough or advice from them about getting your stuff on there via their listings.
Like you say they need a monumental marketing campaign and they also need some investment in the site itself.
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