on 05-10-2014 02:54 PM
And Secure & Important & Truly Well Looked After.
Hope it does the same for all.
Seller protection
This November, we're launching eBay Money Back Guarantee and an improved after-sale experience on eBay.com.au. These new processes may have an effect on your seller performance, although the good news is there are built-in safeguards to reduce defects. For more details, read our Spring Seller Release. |
We hold eBay sellers to high standards of customer service rewarding top-performing sellers, and taking action when someone doesn't meet our seller performance standards. We don't want your ratings to be skewed by just one unfortunate transaction or difficult buyer, and we want you to be able to focus on providing great service to trustworthy, reliable customers.
In addition to our methods for evaluating your performance fairly, we have a few safeguards in place to protect your ratings and help you out in case you have a problem:
We're here to help. For information or guidance on the appropriate steps to take when a problem comes up, contact our Customer Support team.
We're continuing to work hard to make selling on eBay as hassle-free as possible. Some of the things we focus on include:
You can help us by reporting buyers who may be violating one of our policies review the buying practices policy (and its related policies) to understand if a buyer is breaking the rules.
08-10-2014 03:11 AM - edited 08-10-2014 03:13 AM
How stupid is their communication DSR? I mean how UNBELIEVABLY STUPID.
If YOU DO NOT repeat DO NOT communicate with the buyer, (and they do not communicate with you) the seller AUTOMATICALLY gets a 5 star DSR for communication.
If you actually DO communicate with the buyer (at least via the eBay messaging system, I am not sure if it also applies to their Paypal or personal email address) the buyer then then has the option to leave less than 5 stars for communication!
So, lets review this.
DO communicate and do your job - can then get less than 5 stars DSR from the buyer.
DO NOT communicate - automatic 5 star DSR for communication.
Only people who have never sold anything in their lives could possibly come up with rubbish like this.
A great site, totally ruined for sellers good, bad and indifferent, over the past 12 months.
on 08-10-2014 03:45 AM
@yeoldecoinco wrote:
DO communicate and do your job - can then get less than 5 stars DSR from the buyer.
DO NOT communicate - automatic 5 star DSR for communication.
That's not quite right. You only automatically get 5 stars if there are no messages from yourself or the buyer.
By not communicating, you run the risk of the buyer asking "where is my item?", after which point, they are allowed to award you 1 star for communication.
In the scheme of things, it is still better to communicate and ensure that buyers know what is happening with their transaction.
It should, however, be noted that 1 star ratings for Communication DO NOT affect your defect rating, and because of this, it really doesn't matter either way -- which, was the point that I was trying to make in my post above.
08-10-2014 03:49 AM - edited 08-10-2014 03:52 AM
The communication rating and auto-5 is actually one of the ones I understand, although it's a bit less relevant now since it can't result in a defect.
I think a lot of people misunderstand the parameters as eBay suggesting that communicating with buyers is bad, but that's not what it is about.
Think about the fact that for a long time, sellers complained about receiving low DSRs, about how it was unfair because they resulted from buyers who didn't realise just what it was meant to be for, or they (the sellers) were getting blamed for things that weren't in their control. The classic example of this was low ratings when postage was free, so eBay came up with set parameters where a seller could take this out of the buyer's hands (if the buyer pays $0 postage, it's an auto-5, if a buyer pays any amount of postage, then eBay won't rate the seller on the buyer's behalf).
Ok, so translate that to communication, in that eBay had to come up with certain parameters that would mean there was nothing about the transaction communication that the buyer would rightfully need to assess independently, and then also remember that there are a lot of different ways to communicate with someone, which means communication is not limited to a member sending another member a manual message.
The following things all communicate something to your buyer, all without sending them a direct message.
Title (and subtitle, if used)
Images
Item specifics, condition and description
Price
Payment options
Postage costs and any auto-discounts
Return policy and other TOS you may write
Handling time and ETA (though I realise a lot of sellers would rather eBay left that out, myself included, but because I know it's there and often unrealistic, I have a 2-day handling time when it's rare I don't post the same day).
Then there's the range of post-sale notifications that are auto-generated when you take certain actions - leaving feedback, marking an item as posted, uploading tracking where applicable.
Ever seller communicates with their buyer, manual messages are just one form of communication and it's not always necessary.
If your listing and post-sale processes have communicated all the information the buyer needed, eBay can assess this as an auto-5 on behalf of the buyer. If a seller does need to communicate outside of the above, then the buyer is the one privy to the additional communication, therefore the buyer needs to be the one to rate it, if they wish to.
eBay even go so far as to point out that they don't see communicating directly with buyers as a bad thing. The opportunity for an auto-5 is not there to discourage manual communication. At most, it's there to discourage it from being necessary.
on 08-10-2014 04:11 AM
Yes, you are correct, assuming there is contact from the buyer, of course you should reply and we always do.
However, the basis of my comment is correct.
Let's say you use the messaging system as a courtesy to your buyer, say to tell them that the item is on the way.
By doing that, you can get less than 5 star DSR, where if you do NOT communicate (and the buyer does not either), you automatically get 5 star DSR.
That is absolutely crazy, makes no sense.
on 08-10-2014 10:15 AM
Even sending an invoice to combine postage costs is classed as communication, so anyone who buys more than one thing can leave a low rating if they want.
on 08-10-2014 02:05 PM
@i-love-my-sheep wrote:Even sending an invoice to combine postage costs is classed as communication, so anyone who buys more than one thing can leave a low rating if they want.
Yes, it's communication, but it doesn't "endanger" the auto-5 DSR.
Not even the additional "message to seller" is classified as extra communication.
I get the possibility of a lower than 5 score if it's in a buyer's hands, but I don't get the seemingly prevailing notion that it's a probability. o_O
5. Why is no communication between “buyers and sellers” a criteria for automatic 5-star DSR for Communication?
The purpose of this update is to ensure that you get credit for those situations where the transaction went smoothly and the buyer simply felt no need to contact you. Most often, no communication in these transactions is a sign of great service. The critical information was included in the listing and the buyer didn’t have to follow up to find out where their item was. This is how the majority of transactions happen on eBay and sellers should not receive low Communication DSRs in these situations. This doesn’t mean that communication between a buyer and seller is undesirable. If you do exchange messages for some reason - and the buyer is satisfied with your response - most likely you’ll get 5 stars from the buyer based on their interaction with you.
6. What types of communications will disqualify me from getting an automatic 5 star DSR for Communication?
You will not receive an automatic 5 star DSR for Communication if there is any buyer or seller initiated communication related to the transaction in the eBay messaging system or a request for contact information by the buyer or seller. Operational emails such as invoices and invoice requests even if they contain messages added by the buyer or seller, and Best Offer communications are excluded from consideration and you will still qualify for an automatic 5 star DSR for Communication if there is no other communication between buyer and seller.
on 08-10-2014 05:54 PM
Ebay was only ever supposed to be a place where sellers and buyers connect. Sellers to sell and buyers to buy. Why on earth do ebay have so much power over us. All these new policies and rules - it's ridiculous. They shouldn't be allowed to do that.
on 09-10-2014 01:44 AM
on 09-10-2014 02:00 AM
ebay give so much but take so little