Have eBay's recent policy changes done more to erode buyer confidence than to address it?

[pennyforum14]

I have been an eBayer for 15 years, sold for nearly 10, then took a break from selling and only returned a year ago. 

I remember the time when, if a buyer had an issue, the very first thing they would do is contact the seller to see what they could do to fix it.  Since returning to selling on eBay, I am now finding that, not all the time, but all too often, buyers are jumping in and lodging disputes or just going straight to leaving negs, without even bothering to contact the seller to express their dissatisfaction and see what could be done.  Furthermore, they will often not respond to attempts to correct the problem, even when a seller offers a refund. 

I believe this behaviour has been instilled in some buyers by eBay's blatant promotion of the MBG and defect system.  It is far easier to push a button and request a refund through the system, than to write a message to the seller.  Okay, I can understand that part, but what's with the neg thing?  I have seen numerous posts in recent weeks and it has happened to me twice now, where the buyer just goes straight to negative feedback.  The first you know there is a problem is when you see the red dot.  I always contact the buyer, and ask what the problem is and offer a solution, which usually includes the offer of a refund, but on both occasions recently, there has been no response from the buyer.  Why would they not want to accept a refund?  And why are they so keen to jump to negs without contacting the seller first?  Is it because all eBay's so called "buyer safety" measures actually do more to erode buyer's confidence in sellers than to make them feel safer?

Open for discussion......

[joethenuts]

fair enough , but nobody in the world could tell the difference from a can of paint in a picture [you have to stir it even then they all change there formulas at least 4 times a year

[curmu-curmu]

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@joethenuts wrote:

fair enough , but nobody in the world could tell the difference from a can of paint in a picture [you have to stir it even then they all change there formulas at least 4 times a year

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I'm talking about the outside of the can, Joe. I'm sure you could spot a fake - sure as several of us have spotted the fake Shimano reels.

[joethenuts]

fake products can easily print a label  but unless they spell paint    = paynt   lol

[curmu-curmu]

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@joethenuts wrote:

fake products can easily print a label  but unless they spell paint    = paynt   lol

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Oh come on, Joe...if you're trying to tell us that you can't spot a fake can of paint, then I know where I'm not coming next time I need paint!

[dylan11235813]

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@joethenuts wrote:

fake products can easily print a label  but unless they spell paint    = paynt   lol

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Don't bag the paynt man, thats some high quality sheet..

[rachelle011273]

the easter bunny has come early for me ... I just received a dispute for item not as described (immediate defect) on a purchase sold 21.02.15 to one buyer whom regardless of countless images including amateur images of the item in both colours and a very informative description claims item not as described and not too mention a great number of other buyers whom have also purchased the same item and have left very positive feedback ... all I can do is smile lol

also to mention buyer informs me "I have not left feedback yet"

my reply was simply it is your feedback to leave, not mine

[joethenuts]

how can you have a fake can of paint ,, oh you mean brands of paint ,, too many brands are that close to each other ,you would need a chemical chemist to tell the difference ,if the label fell off , as i have said most brands change there formulas a little bit 4 times a year and there label at least once a year .

[dylan11235813]

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@mbselections00 wrote:

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@dylan11235813 wrote:

I think it changes if the seller leaves feedback.

Why bother trying to give great service when I get 4 defects from a customer because it took Australia Post 2 weeks to deliver an order within Queensland. I contacted the buyer about it and said it is out of my control and they didn't even bother replying. I get more and more messages like "I need this by the weekend" also, should I just cancel and tell them to go f off, I have express post if it is that urgent. Basically I worry about the order not arriving in time and then becasue of ebays "policies" I get all the rest of it.

I think ebay are creating spoilt brats. Most customers are wonderfull but there a few that need a bit of schooliing.

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Wow, evil & dylan - I just went and checked mine & regardless of whether seller has left feedback or not, they are all showing with the main button being the Leave Feedback one !! 

The button is blue for orders with only 1 item & white for orders with multiple items, regardless of whether seller has left feedback.

Wahoo, a great improvement . . . . .  would it be asking too much for a couple more  ??

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I get the return option for single purchases and for multi purchases it is "View order details".

I find it rather odd that ebay think that the most appropriate first course of action is to return something. The logical thing would be to leave feedback or confirm reciept of an order.. I think they mix it up a little though as my feedback rate has started dropping again, it seems to come in cycles. The feedback rate is a good indication of when sales will drop, obviousely there will be a drop with less sales though.

[dylan11235813]

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@rachelle011273 wrote:

the easter bunny has come early for me ... I just received a dispute for item not as described (immediate defect) on a purchase sold 21.02.15 to one buyer whom regardless of countless images including amateur images of the item in both colours and a very informative description claims item not as described and not too mention a great number of other buyers whom have also purchased the same item and have left very positive feedback ... all I can do is smile lol

also to mention buyer informs me "I have not left feedback yet"

my reply was simply it is your feedback to leave, not mine

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It is best not to descibe anything that way the buyer can not claim such a thing. Just a photo of the item and a statement that colours may very depending on the computer used. I ordered something off my black and white TV the other day and it turn up freaking blue, I was so peeved off, and ameditally opened a case with ebay.

[rachelle011273]

it was not the colour she was disputing, I have taken images in both colours to show the style, my buyer has an issue with the item, I just dont think she likes it or maybe it does not look so good on her, who knows, I just wonder why she has taken so long to make her displeasure noted ...