on 10-09-2015 09:15 AM
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?
on 10-09-2015 09:27 AM
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.
on 10-09-2015 09:33 AM
on 10-09-2015 09:34 AM
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.
10-09-2015 09:43 AM - edited 10-09-2015 09:46 AM
@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
on 10-09-2015 10:42 PM
I leave a succinct followup to their feedback and block them.
on 10-09-2015 11:33 PM
Hi Pennyforum: How exactly can I identify the exact DSR given from a buyer. I've been unable to find this. Cheers
on 10-09-2015 11:42 PM
DAshboard>Performance>For more details, create a transaction defect report.
on 11-09-2015 02:20 AM
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..
on 11-09-2015 03:01 AM