topic Re: Feedback and DSRs as a tool for corrective action in Selling

Feedback and DSRs as a tool for corrective action

pennyforum14 — Wed, 09 Sep 2015 23:15:44 GMT

Is it permitted, advisable, worthwhile, to contact buyers who leave low DSRs and ask them to elaborate on the reasons behind the low score, so that the information can be used to improve item descriptions in future?

Re: Feedback and DSRs as a tool for corrective action

everard6920 — Wed, 09 Sep 2015 23:27:13 GMT

It's actually against eBay policy to try to figure out who left what DSR, or to "question" a buyer about a DSR (that's the actual wording of it in the user agreement - "question" the buyer).

With that said, you can get around it by wording your message to the buyer carefully (eg: don't ask a question).

One of my buyers left me a 1 for item description awhile ago. Our messages went like this:

Me: "I can see that you have left me a DSR of 1 for item description"

Them: "yes, the item was smaller than I thought."

Me: "The dimensions of the item are in the description, though."

Them: "You can have eBay remove it if you want."

So I contacted eBay . . . and they gave me the spiel about not being allowed to question buyers about a DSR. I pointed out that I didn't actually "question" the buyer. They removed the low DSR and I received no penalty.

Re: Feedback and DSRs as a tool for corrective action

heihachi_73 — Wed, 09 Sep 2015 23:33:36 GMT

Did that after receiving a negative over a $2 game, got no reply. Feedback was "Disc was so scratched it didnt even work", despite the game having no read errors and working perfectly on two different consoles.

Re: Feedback and DSRs as a tool for corrective action

pennyforum14 — Wed, 09 Sep 2015 23:34:33 GMT

Why would it be against the rules to try to work out who left low stars when they provide us with the tools to do it? The new reports even show us images of the item and the sale date so there is no working out required. They also tell us we should use this information to help us improve as a seller, but to do that we need to know why the low stars were left.

Re: Feedback and DSRs as a tool for corrective action

everard6920 — Wed, 09 Sep 2015 23:46:55 GMT

@pennyforum14 wrote:
Why would it be against the rules to try to work out who left low stars when they provide us with the tools to do it? The new reports even show us images of the item and the sale date so there is no working out required. They also tell us we should use this information to help us improve as a seller, but to do that we need to know why the low stars were left.

I haven't used reports lately, but I do remember hearing that DSRs would no longer be anonymous at some point, so this is probably what they meant.

I'm pretty sure it's still prohibited to question a buyer about their DSR, and the message used to be on the actual report page.

ETA: It's still there: "It is against eBay policy to question buyers about the ratings they left" with a link: http://pages.ebay.com.au/help/policies/feedback-manipulation.html

Re: Feedback and DSRs as a tool for corrective action

davewil1964 — Thu, 10 Sep 2015 12:42:10 GMT

I leave a succinct followup to their feedback and block them.

Re: Feedback and DSRs as a tool for corrective action

cathyjoyjoy — Thu, 10 Sep 2015 13:33:46 GMT

Hi Pennyforum: How exactly can I identify the exact DSR given from a buyer. I've been unable to find this. Cheers

Re: Feedback and DSRs as a tool for corrective action

davewil1964 — Thu, 10 Sep 2015 13:42:56 GMT

DAshboard>Performance>For more details, create a transaction defect report.

Re: Feedback and DSRs as a tool for corrective action

yeoldecoinco — Thu, 10 Sep 2015 16:20:56 GMT

Spot on.

If they leave low DSR's with no contact beforehand, block them.

This is not personal, it is simply a matter of survival, doesn't take too many defects to kill your business stone dead and if they did it once, they could do it again.

This is what eBay has come to for sellers these days with their lovely defect system: just trying to survive...

I would bet that at least 50% of low DSRs are left accidentally by people either using small mobile devices which does not show the whole screen, or not even realising they did it.

Over the past year I have got about 15 defects, of which about 10 were unexpected.

All the ones I could be bothered to contact about it had no complaint and no understanding that they had caused a defect on my account.

Did not bother to try and get them removed, too much torture..

Re: Feedback and DSRs as a tool for corrective action

saarzi — Thu, 10 Sep 2015 17:01:25 GMT

Thats weird. I have been contacting almost every buyer who leaves low stars for years. Ebay had been directly involved in several of those communications, and read the emails, and they have never said anything to me about it being against policy. Ive had many defects removed this way.
Basically I say to the buyer, I noticed you left positive comment with low stars, did you know that three or less stars causes a defect, and was it an accident, if so please let us know.. if it was left on purpose please let us know if theres anything we can do to improve our listings or service so we can provide the best experience for buyers in the future. Simples.

Maybe half of them say it was a mistake or that they didnt know it gave a defect, and thought thre stars meant "average".

I think Ebays concern there is sellers getting upset by a defect and being aggressive or unprofessional with the buyer.... not just questioning them altogether.

Re: Feedback and DSRs as a tool for corrective action

everard6920 — Thu, 10 Sep 2015 22:55:39 GMT

@saarzi wrote:
Thats weird. I have been contacting almost every buyer who leaves low stars for years. Ebay had been directly involved in several of those communications, and read the emails, and they have never said anything to me about it being against policy. Ive had many defects removed this way.
Basically I say to the buyer, I noticed you left positive comment with low stars, did you know that three or less stars causes a defect, and was it an accident, if so please let us know.. if it was left on purpose please let us know if theres anything we can do to improve our listings or service so we can provide the best experience for buyers in the future. Simples.

Maybe half of them say it was a mistake or that they didnt know it gave a defect, and thought thre stars meant "average".

I think Ebays concern there is sellers getting upset by a defect and being aggressive or unprofessional with the buyer.... not just questioning them altogether.

I think so, too, and I think the only time you'd get a slap would be if the buyer complained to eBay about you messaging them. If you're polite and civil about it, that's unlikely.

Re: Feedback and DSRs as a tool for corrective action

pennyforum14 — Fri, 11 Sep 2015 01:14:49 GMT

It looks like it may become a moot point soon anyway, see the new thread Changes are coming, feedback and DSRs will no longer trigger defects from Feb20 2016. Guess I'll just let it go for now and hang in till then.

Re: Feedback and DSRs as a tool for corrective action

collect247 — Wed, 23 Sep 2015 02:01:29 GMT

I'm fed up with buyers leaving low DSRs for postage cost,I charge exactly what it costs for postage with ebays fee included,I don't post with free postage as there's no such thing.

Buyers know well what postage costs, but because ebay gives them a right to judge you on it then nothing stops them from doing it.

Do buyers actually expect us to post with free postage? yeh right turn it up.

Roll on 2016 Feb'

Re: Feedback and DSRs as a tool for corrective action

digital*ghost — Wed, 23 Sep 2015 03:31:11 GMT

I'm wondering if we'll still be able to identify the buyers who left low DSRs after the change. I blocked all but one buyer who left a low DSR and caused a defect. That one buyer contacted me about an issue, faulty product, which was resolved and ended in positive, but still low star for description and I figured that was fair enough, but all the rest were left without any contact from the buyer, no indication of any issues, except a couple of comments regarding size not being what they imagined.

It makes me wonder how much of a contributing factor buyers being blocked at a much higher rate was to eBay's change to the system and whether we'll still have that option... But the way I always saw it, defect or not, and with the very minor exception of a couple of people who seem to think 1/5 is the best rating, everyone who rates low makes a deliberate choice to do so whether they understand the implications for the seller or not. I'm not interested in arguing with buyers about it, or defending myself to them, changing their mind or what have you, but nor am I interested in continuing a business relationship with people who'll rate low and give me absolutely no indication as to why (or if they do, their reasons are unacceptable to me).

Re: Feedback and DSRs as a tool for corrective action

crowsman53 — Fri, 25 Sep 2015 08:55:06 GMT

I spoke with eBay today on another matter and this was brought up in a round about way about February 2016 changes. I was told that after then Feedback and stars will have LITTLE impact on DSR's and other things that will be changing. My question then was if I get a low DSR on 30th Janurary 2016 will it be removed in February The CS Rep could not answer that. Does anyone know if the previous low DSR's will be removed or will they stay?

Crowsman