DSR ratings and general ebay feedback

[danemoderne]

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!

[zanadoo_56]

Replying solely as a buyer (who reads the Feedback and DSRs):

Item as described – could possibly be just two options (is as described or not as described).  I certainly want the option to say so. 😉

Postage and handling charges – if only all sellers actually packaged / posted their items as the price they quoted….but sometimes they don’t.  I’ve paid for packaging that was highly inadequate, and postage that was more than double what was actually spent.  So….I’d rather keep that one as it is.  When ALL sellers are honest about postage and handling, then this one can be reviewed.

Communication – if sellers answer queries re postage or the condition of an item enabling the buyer to make an informed choice then I’d rather be able to tick the stars to reflect good service.  Take away this and maybe some sellers won’t bother to reply to questions.  OK, so I’ll shop elsewhere, but sellers need buyers if they want to make any money on sales….so it would pay not to ignore requests from potential buyers for info sometimes.

Postage time – is postage only to mean the speed of the postal service then?  I thought it included the time the seller took to actually pack up the item, address it and actually take it to the post office or whatever.  I say this because I’ve stuck a few sellers who (without warning customers in their tardy attitude) take their own sweet time getting around to posting your purchase.  I’m not talking about a few days here – I mean weeks.

In spite of this rating system (including Feedback) it seems to me that there have been some very high volume sellers who rack up some pretty disgruntled customers without anything being done about them by eBay....or so it seems to me.  I might be wrong but sometimes I do wonder.....

[*new2vintage]

Postage time only applies to how long a seller takes to post. The problem is with buyers who judge you by Aus Post's performance.

[koalablue12]

Exactly de_ja_vu  and it is so annoying when the buyer does not understand that 😞   If I posted things any quicker than I do now, they would get there before the customer ordered them !:^O

[dmh160161]

DSR ratings are anonymous, I have no idea who left what, but it is easy to guess with time frame (only a guess though), I am thinking my 1 last month was from the buyer from WA, who did send me an email about how long it was taking to arrive, had been a week since she paid, and what lousy service I provided.  I send an email to buyers the day I post an item to let them know it is on its way, which is at the best part, the day they pay.

I did reply to buyer email  with "I posted the day you paid, can't post any quicker than that, sorry for delay" and offered to find out where item was, so contacted Aust Post, they told me buyer was in a remote area, so takes longer to get to them, and I explained this to buyer.  Might not have been this buyer, but time frame fits, but as I said earlier, only a guess.

This is the confusing part for buyers, it say Postal Time, so of course they look at time to get to them, not time it takes seller to post, as for other heading, could be made simplier.

Item Described: yes or no, if no explanation.

Communication from Seller: yes or no, if no explanation

(I answer every question asked, email buyers when item posted)

Postage & Handling Costs:  either reasonable or not reasonable.  This is a hard one as, say for example you pay $7.50 for postage (stated in ad) and it comes in an envelope with $1.20 worth of stamps, NOT REASONABLE, but then you agreed to pay the postage in first place.  But if it arrives in parcel post envelope (which cost $7.20) then reasonable. 

I find as a buyer and seller, you can see both sides of argument, in my opinion, buyers are better looked after.     

[firstbornsue]

because of the inapproproate DSR system I always fill in  stars for everything if th transaction has gone smoothly . I usually add 'all 5 stars ' as a comment . cant think of another way to defaet the system LOL

[gem-boy-g]

the postage time issue could perhaps be improved by ebay including 1 word, i.e. seller postage time

[gec2002]

To see why the DST / TRS is set up as it is, you need to think like eBay, which is “How do we make more money, and/or minimise our costs!   Ebay Australia is just a sideshow to the main event which is eBay USA.  In the USA (but not Australia) TRS sellers get a 20% discount on FVF so there is absolutely no desire to make it easier and in fact at the last PESA Conference they openly stated that they would be making it harder and that there were too many TRSs (For that read it’s costing us more in discounts than we expected).  In Australia we pay less FVF than USA but there is no direct financial saving, however despite what  Junkie says for sellers in highly competitive sales areas were items are similar and price differences small, loss of TRS will definitely negatively impact on sales.  Yes, I do have a selling ID and have been an active seller for over 10 years.

[sparkes9669]

IMO the smiling assassin could be coming about by the way you cant leave a neutral rating inside of seven days of the sale for a TRS.

When a buyer isnt fully happy but doesnt feel a neg should be left and cant be bothered to chase up a refund they decide to leave feedback and move on. Only option is wait till after day seven or give positive and mark down the DSR's.

Ebay should block a low DSR with positive feedback inside of the seven days as well.

[Anonymous]

dmh61

you can find out exactly who left low (1 or 2) DSR's IF you don't have multiple listings ( that is a unique listing number per sale ).

Simply run reports on groups of item numbers. If you see a low DSR in the report then just run another report on say half the numbers until you isolate it.

If you run a group and you get all 3's,4's andor 5's then save that group as a control.

Having a control is great because you can use it to confirm who left the low one.

The process involves a lot of copying and pasting but there is no easier way.

Despite the rules you really NEED to know where you went 'wrong' in order to improve your service.

Don't be too surprised if you see glowing feedback but trashed DSR's and usually no communication from the buyer. It's our smiling assassin at work.

[chippin-away]

Thease dsr ratings are akin to someone coming into a store with a good reputation and then walking out with a big negative banner to post outside the shop for all to see ,not fair