topic Re: DSR ratings and general ebay feedback in Selling

DSR ratings and general ebay feedback

danemoderne — Thu, 28 Jun 2012 04:31:32 GMT

I would like to share my thoughts in regards to the feedback, or more importantly the DSR (detailed seller ratings).I'm a top rated seller and have been for some time. I don't support this program and I will list the reasons why:Computer generated system of DSR rating, or the stars includes the following:
Item as described - I wander how can one rate the description as neither accurate, or inaccurate. It is either accurate, on inaccurate.Postage and handling charges - these are clear right from the beginning of the listing to all the buyers to see and decide whether is affordable for them. So to have this option as a 5 star rating is completely outrages. Buyers don't have to bid, if they don't agree with the postal charges.

Communication - It is very important to communicate from both ends. This rating should also be removed as it simple to express how you feel in your feedback.Postage time - Sellers have no control over how long it takes for the item to reach its destination. So, once another ridicules optionthat forms DSR rating.
Filling the DSR ratings is also subject to an error, simple human error which occurs all the time.It is also a subject to malicious manipulation. I don't say this lightly, but it has happened to me before.Also if the buyer happens to be disgruntled about the item description, or postal charges they are likely to give you a low score on all 4.
I strongly feel that ebay should go back to the old way of operating, when the sellers simply sold stuff and this level of competitionwas not as evident as it is now.Also there is no protection here for the seller, once when item is sold if it has not been paid for. You have an option of starting an unpaid item strike.This is complete nonsense, as if the buyer was going to pay, they would pay anyway. I not only sell, but also buy from my ebay account.I have never left anyone a negative feedback as I have on most occasions resolved my issues with the seller. This tool (negative feedback)that is only available for a buyer should also change and only became an option if all the other measures have failed.

Please feel free to post your thoughts and thank you for reading!

Re: DSR ratings and general ebay feedback

crypsynight — Thu, 28 Jun 2012 05:01:11 GMT

I think you will find that most sellers are disgruntled with the whole DSR system for one reason or another.

My biggest problem is that it is anonymous. It is suppose to reflect how the seller runs his/her business, and guide the seller to help improve on shortfalls...which cant be done if you don't know where the problem exists to start with.

Also the fact that they cant be changed once left. Recently had a buyer leave me 1's for all four - one of the many known problems with iphone apps - it was suppose to be 5's. Ebay couldnt change the ratings at all, all they could do was totally remove the whole feedback and DSR ratings.

Definitely a flawed system.

By the way, postage time refers to how long the item took to post after payment cleared, not how long it the took to then arrive.

Re: DSR ratings and general ebay feedback

*kazumi* — Thu, 28 Jun 2012 06:50:07 GMT

I

Also the fact that they cant be changed once left.

Not true, the buyer can revise it if you send them FB revision request. Of-course, they must want to change it.

Re: DSR ratings and general ebay feedback

crypsynight — Thu, 28 Jun 2012 07:01:06 GMT

Not true, the buyer can revise it if you send them FB revision request. Of-course, they must want to change it.

How do you figure that one out, when they left a positive feedback. How do you revise a positive feedback?

Ebay rang me (yes, surprised me too! 🙂 ) after buyer contacted them, and advised me the only way i could get the 1's removed was to fully remove the feedback as DSR's couldnt be changed.

Re: DSR ratings and general ebay feedback

digital*ghost — Thu, 28 Jun 2012 07:10:01 GMT

Not true, the buyer can revise it if you send them FB revision request. Of-course, they must want to change it.

You can send a feedback revision if the FB was a neg or neut, but if it was a positive and all 1 stars by mistake, a feedback revision can't be sent.

I don't have too much of a problem with the DRS system in itself, but some of the things asociated with make it flawed, IMO, particularly how small the margin is that allows for low ratings before it not only affects a seller's search standing, but their capacity to sell entirely - I'd like, at the very least, some sort of accountability in place when just a couple of members can affect someone's business so drastically - it's a general overview of buyer impressions, not valid evidence of poor performance, yet it is treated as such.

An item description can be neither accurate nor innacurate if there wasn't actually a description - I see listings like that often in media categories, where all the seller has done is list the item with the eBay item specifics.

Re: DSR ratings and general ebay feedback

extra-keen — Thu, 28 Jun 2012 08:30:24 GMT

Digital Ghost, you have a great point their on DSR's and the tiny amount of room to move for a buyer, I think it is 3 - 1 star ratings on any of the categories and you're out. It is stressful for most sellers.

The postage time star is probably the most abused of all, I think most buyers look at the total time to receive (in fact I am sure of that looking at my own DSR) I never take more than one working day to post, yet I have a couple of 1 star ratings on that - so just one more and I'm out for something I have no control over.

The next is probably postage cost. I never charge more than $1.00 packaging and handling - yet I have copped low stars here too.

I think ebay needs to allow some room as digital ghost suggests for innacurate/accidental/malicious use of DSR ratings.

It soon becomes apparent from consistent bad performance just in feedback to pick the good and bad sellers.

Re: DSR ratings and general ebay feedback

Anonymous — Thu, 28 Jun 2012 09:45:36 GMT

Yes the thresholds are a joke.

Basically, happy buyers are effectively ignored by ebay.

Ebay's logic defies all reason.

In their words ( although this may not be verbatim )....

" Low DSR's ( 1's or 2's ) more accutately reflect a buyers experience".

In most cases they are most certainly an indicator

of a buyer's state of mind...lol

So, buyers who are truly happy and give you 5's are regarded by ebay as delusional ???

I have noticed that since January my ( up until then ) perfect 5's have been taking a hammering.

Perhaps in these times the crowd is getting tougher.

Re: DSR ratings and general ebay feedback

phorum_junkie* — Thu, 28 Jun 2012 11:54:47 GMT

I have no idea why so many sellers spend so much time stressing about their DSRs.

It is obvious from the number of buyers who come here when things go pear shaped that an awful lot of them take no notice of feedback never mind DSRs.

I only look at my rating once in a blue moon and as long as I am above the ebay average I forget about them again until the next time.

I found absolutely no difference in my sell through rate when I had or did not have TRS and at the end of the day that is the only thing I am concerned about.

Re: DSR ratings and general ebay feedback

briaftrisam — Thu, 28 Jun 2012 12:20:31 GMT

My reply has been left for the phorum_junkie !

Re: DSR ratings and general ebay feedback

tonalidesigns — Thu, 28 Jun 2012 13:07:36 GMT

The other aspect of DSR's is that there is absolutely no quality control.

For example, a new buyer who knows nothing about how eBay works can register, buy something and leave DSR's (as can a buyer who hasn't used the system in years) without any form of "education".

At the very least there should be some sort of threshold level of transactions (eg 10 items in the last twelve months) before you can leave DSR's.

There's also very little margin for error, and the effects can last 12 months for small sellers.

And I disagree that they are of no consequence. Losing TRS at the moment does affect positioning in best match which CAN impact on your sales (just how much will vary). In the US (and no doubt it will come here as well eventually) there are quite significant discounts for TRS

Re: DSR ratings and general ebay feedback

taraleeshoesaust — Thu, 28 Jun 2012 13:27:02 GMT

hey briaftrisam - phorum junkie is using their forum id not their selling one and they have a lot of experience and a few different ebay businesses so best not to jump to conclusions 😛

Re: DSR ratings and general ebay feedback

crypsynight — Thu, 28 Jun 2012 13:52:01 GMT

And I disagree that they are of no consequence. Losing TRS at the moment does affect positioning in best match which CAN impact on your sales (just how much will vary). In the US (and no doubt it will come here as well eventually) there are quite significant discounts for TRS

Agree totally! They are of consequence. Probably even more than is realised. If a seller strives for a perfect DSR and for reasons - especially if caused by ill-informed/spiteful buyers - lose their TRS status, some are bound to fall into a temporary disheartened "well stuff it then" mode. Consequenty making their performance standard lower. A rather downward spiral.

Ebay needs to look into ways to encourage sellers to perform to their highest standard and even reward them for doing so, not penalise them for having a few troublesome buyers. You can block buyers who have low fb's or NPB claims, but there is no way of blocking those that are just plain idiots.

I think the DSR principle is good - to see at a glance if there is certain shortfalls with a seller, but the way ebay set about it was poorly done, then bringing in the whole TRS was as good as slitting it's throat.

Re: DSR ratings and general ebay feedback

davewil1964 — Thu, 28 Jun 2012 14:37:37 GMT

My DSRs are well above average but not being 5.0 are obviously tainted.

Re: DSR ratings and general ebay feedback

viewmont1071 — Thu, 28 Jun 2012 18:27:16 GMT

They need to do something given that this is stated in the feedback manipulation policy

http://pages.ebay.com.au/help/policies/feedback-manipulation.html

Not allowed

"Manipulating another member’s detailed seller ratings (DSRs) through a combination of repeat purchases and low DSRs to reduce another user’s Feedback scores, or showing a pattern of leaving positive Feedback with consistently low DSRs"

also not allowed

"Taking actions or using tools to figure out the detailed seller ratings that a buyer left for a specific transaction (DSRs are meant to be anonymous)"

So................. How can anybody but ebay research whether a buyer has

showed a pattern of leaving positive Feedback with consistently low DSRs

when in the next clause they also state

To take actions or use tools to figure out the detailed seller ratings that a buyer left is not allowed

and also against policy.

................so either ebay checks and enforces that policy or maybe............. ebay just expects the buyer to rollover and confess

................. FFS :^O

self serving and impossible to enforce policies does not help ebay's community integrity......... moreover akin to the leopard showing their spots IMO

ie If you report a buyer after investigating low dsrs with reports and identifying that they are indeed breaching policy............then you are breaching policy too .......................

lolololololololololololol

Re: DSR ratings and general ebay feedback

danemoderne — Fri, 29 Jun 2012 12:25:47 GMT

Thank you all for expressing your views on this and also for the manner you went about it; concise, informative and professional.
I will address the issue of anonymity first as the very important point has been raised by an ebay member.. How can a seller improve their service if they don't know who left them low DSR ratings??? If the seller was operating from the shop / premise they get to meet their customers and listen to their needs and requirements. This is what a good service is all about. If there is a complaint, it would get addressed, (and I can only speak for myself here) in a professional and amicable manner. Most shop owners that I have ever dealt with operate like this. Communication and honesty are very important to me, but how can anything be resolved, or even communicated, if you don't know who you are dealing with - anonymous DSR.

. Low volume sellers like my self are encouraged to sell more to overcame the issue of low DSR. I find this very interesting, as it seems that the whole system is designed not to look at sellers positive feedback, or encourage good service, but the volume of sales that one generates. I believe that the over 45 sales in one month would lower the percentage. I'm not certain by how much. So once more Ebay is making more money. I don't have a problem with a notion of making money as such, but respect seems to be seriously lacking when it comes to how ebay treats its sellers.

. Positive, or negative feedback as far as the buying goes is a fair tool of expressing dissatisfaction. I have not had one yet, I always strive for the best of outcomes, communicate and always include detailed item description with plenty of photos. I in most cases post within the same day of receiving the payment. Nevertheless I feel that the negative feedback option should be removed as it serves no purpose when it comes to resolving an issue. If Ebay can come up with all the other measures that are used to monitor sales, they could intervene here as well. Negative feedback is not a "tit for tat" tool, and is often used this way. It has been removed from the sellers for that very reason, and if this was a democratic system, it should be removed from the buyer.

I will also like to address a view raised by phorom_junkie* Things have not gone pear shaped for me, nor do I expect them to do so in foreseeable future. I'm not particularly stressed, just simply concerned about what I consider to be an important issue, not just for me, but many others. I would also appreciate if you could not refer to other ebay members as fools in this particular discussion, because they happen to disagree with you. If you are so correct and experienced as you claim to be, join the forum with your ebay sellers user id. This is a sellers topic after all. That may give you some credibility, as everything else could be fictional.
Many thanks!

Re: DSR ratings and general ebay feedback

kopenhagen5 — Fri, 29 Jun 2012 13:00:03 GMT

I think, generally, the ebayers that don't take the feedback and DSR's too seriously have a more enjoyable experience.

We all come across the occasional customers that have no idea how to conduct themselves and that is why we should always use feedback and DSR's as a guide only.

For most ebayers, not being their livelihood, don't overthink it.

Med venlig hilsen.

Re: DSR ratings and general ebay feedback

straybooksoz — Fri, 29 Jun 2012 14:53:26 GMT

I believe that the over 45 sales in one month would lower the percentage. I'm not certain by how much.

It would only lower your DSR percentages if -

a) They were lower than the existing ones, or

b) They were lower than the 12 month old ones dropping off.

Re: DSR ratings and general ebay feedback

amanda21ross — Fri, 29 Jun 2012 21:09:25 GMT

I think everyone should be made to leave feedback after a period of time has lapsed and you should be able to purchase anything until you have.

Re: DSR ratings and general ebay feedback

amanda21ross — Fri, 29 Jun 2012 21:10:35 GMT

shouldn't

Re: DSR ratings and general ebay feedback

extra-keen — Fri, 29 Jun 2012 22:38:27 GMT

Ok - if some of us would like change, perhaps use of the suggestion forum/box would be appropriate, I can't remember where it is, but I think I I'll go looking.

I personally think the DSR system is flawed - my suggestion will be to remove it for many of the reasons stated above - or allow us to address the issues with our customers. - and why?

Because at present a lovely positive feedback can be left - with 4 - 1 star ratings - and we never get the opportunity to address the problem.