Caveat venditor?
February 5th, 2008 | by
mbhunter |
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The changes over at eBay for this year are causing a stir more than usual. Amongst the standard reshuffling the fees (up) and throwing in a few cool things like free gallery for all and some perqs for highly-rated sellers like discounted fees and higher search placement, came this doozie: Starting in May, buyers will only be able to receive positive feedback.
That’s huge. As a seller, I will be able to give positive feedback or none at all, but as a buyer I will be able to leave positive, neutral, or negative feedback, or none at all. The motivation for this change was that buyers feared leaving negative feedback because the seller would retaliate with negative feedback, even if the complaint about the product was legitimate. I’ve experienced the fear side too, especially because I have a 100% positive feedback rating — no neutrals and no negatives — so this is a legitimate concern. According to eBay, sellers are eight times as likely to use feedback retaliation than buyers, so the perceived threat from sellers is well-earned.
Through our buying and selling a couple hundred items, most of the time it has been the case that the buyer leaves feedback first. If I’m the seller, I’ve always waited for the buyer to leave feedback before I leave mine. (I’ve never left anything but positive feedback.) This was mainly to encourage the buyer to contact me with problems, because if they know that I haven’t left them feedback, they will try to resolve the matter or request information rather than just leave a negative, because they knew that I could potentially leave a negative in return. I would have preferred to felt comfortable leaving positive feedback immediately after payment, but my partial distrust in the motivation of the person at the other end of the transaction kept me from doing this until they cast their vote of satisfaction.
But this is not the best way to do things, and the new feedback system will give me no choice but to give positive feedback when I receive payment. That’s a bit of a relief on my end, but now it’s up to me to deliver, or I’ll get dinged. I have a good track record of delivering quickly and describing my auctions thoroughly and correctly, but now it’s even more important for me to keep my customer informed of where their item is in the process. One lady contacted me two weeks after auction’s end to say that her item hadn’t arrived. I e-mailed her the delivery confirmation number and it turned out that the post office had tried to deliver the package but couldn’t, so they took it back. She didn’t get notification or a slip saying that they stopped by, so she was waiting. It turned out that she had no idea when the package was coming (even though I entered her e-mail address in the USPS Click-N-Ship® form). She didn’t leave any feedback, because I think she was a little ticked. It wasn’t my fault that the post office couldn’t find her at home, but it was my fault that I didn’t keep her informed. So this new feedback system is an opportunity for me to communicate better with my buyers.
There will be some buyers who will be impossible to please, and they will leave negative feedback if I fail their expectations. It’s not really a matter of if, it’s a matter of when, especially when I start shooting only happy flowers out of my seller feedback gun. I won’t be able to please everyone, and I won’t be able to discourage them indirectly from speaking up anymore. I won’t be able to hand-deliver the packages, the post office will screw up, and I’ll ruin someone’s birthday. It’s going to happen. That’s life. I can’t please everyone, but the customer will always be right.
It’s not all bad, though. Since I’m a good seller, I’ll reap the benefits of being a good seller naturally, and it will help my online business. Also, when I get a negative, it will only stay on my percentage for 12 months under the new system (now, a negative is forever). If someone buys from me again, I’ll be able to count their positive again (now I can’t). Also, if a buyer gives me a negative and doesn’t pay, I can file a non-paying bidder form, and if they don’t respond to it within 21 days, the negative goes away. If the buyer gets suspended, the negative goes away. I get some more protections as a seller, but at the cost of being able to leave bad feedback for buyers.
So, is this policy going to turn into “let the seller beware?” It will make it harder for bad sellers to do business, but it will make it easier for good sellers. We’ll see how it plays out. I’m not closing up shop yet.
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24 Responses to “Caveat venditor?”
By Ron@TheWisdomJournal on Feb 5, 2008 | Reply
What will inevitably happen is someone will develop a site where sellers CAN post negatives about ebay buyers. The site developer will make a fortune, then sell it to Google.
By used vans girl on Feb 5, 2008 | Reply
That’s a good idea Ron. I think eBay has obviously done a lot of research on the matter and feels it’s a fairer way of judging feedback. Whether it is or not time will tell. I have bought and sold items through eBay and like yourself I will usually wait a few days to see what feedback has been left for me before I give mine.
By Fianna on Feb 5, 2008 | Reply
I have mixed feelings about this new feedback program. All the hoopla going on at the Ebay Forums discusses the pros and cons ad nauseum.
There are other auction sites available, Amazon, eCrater and Etsy, being the primary ones I have heard about.
I am staying on Ebay as it requires little work, provides me extra money and overall, the site’s name recognition. If I was trying to make a go at it as my primary income or anything other than a hobby, I would definitely be working on listing at Amazon. If I was crafty, I would be on Etsy.
For my level of commitment to selling, Ebay remains the best spot for my business.
By Money Blue Book on Feb 5, 2008 | Reply
I actually agree with the feedback change…as a frequent Ebay buyer I usually had to leave positive feedback for the seller or face negative retribution.
It doesn’t really dilute the information future sellers have on prospective buyers since they can still look to see the quantity of positive feedback. Also, sellers can still leave a positive feedback but write a not so positive comment message.
By Equinox on Feb 5, 2008 | Reply
I disagree. As a seller, when I put the package in the mail, I post positive feedback, email the buyer with the mailing information and request that they let me know when the package is received. Not all do but I’ve never had a problem or negative feedback because of shipping.
As a buyer, I will not post feedback first. I wait for the seller to post. If they won’t then I do without it.
By mbhunter on Feb 6, 2008 | Reply
Ron: If done right you can probably make a bundle.
Equinox: That’s encouraging. Thank you. As a buyer I leave feedback after I’m satisfied with the item. I couldn’t think of any reason why a seller would ding me if I paid them and left good feedback, so I don’t wait there.
By Chief Family Officer on Feb 6, 2008 | Reply
I buy more than I sell these days, and I think the changes are good. It’s like you said - the new rules make it harder for bad sellers. As it is, I look for extremely high rates of positive feedback and don’t take my chances with anyone who’s had more than one negative feedback in the last month or so. I’m sure this has prevented me from buying from perfectly good sellers but because I know that bad sellers coerce buyers into leaving positive feedback, I don’t take positive feedback at face value. The new rules will make positive feedback more meaningful, at least to me.
By MissPinkKate on Feb 8, 2008 | Reply
I was the victim of feedback retaliation, after leaving negative feedback when I didn’t receive an item I paid for. I can see why this may be a good move on eBay’s part.
By Tim on Feb 8, 2008 | Reply
I’m glad ebay made this change. Powersellers have monopolized ebay and can absorb a negative feedback here and there. An infrequent ebay user has no choice but to leave positive or no feedback regardless of the situation due to feedback retaliation. I know I have felt the pressure and left no feedback when clearly the seller was in the wrong. I think feedbacks are hyper inflated because of this. Ebay has lost a lot of infrequent users because of powerseller domination on ebay. I haven’t used ebay in years because the ebay market no longer has good deals or it is not worth the hassle of bidding on good deals. powersellers do control prices on ebay such that prices have normalized with existing retailers or outlets. Why bother with time to get the same price and why bother with the insecurity of ebay auction when you can get the same item with more guarantees and feel safer in the purchase than on ebay?
Do i feel sorry for those who are trying to make a living on ebay? Not really, having just returned to ebay to buy an item and got outbid by a powerseller who then turned around the same day as the close day to sell the same auction item for 4 times the price. Now, I wasn’t willing to spend more than what I had bid, so I can live with that. However, give me a break, this powerseller is actively monopolizing the market to control prices on ebay (all items ebay shows is sold by the powerseller now), so I have no sympathy for the powersellers. I’ll look elsewhere again.
If people who make a living on ebay do not like the terms, they can simply create their own website if they find it cheaper or do as the market dictates and pay the higher fees and follow the feedback rules. It is funny that if ebay sellers go out on their own, they will have no feedback system positive or otherwise like they do on ebay. So what is all the complaining about?
By a consumer on Feb 8, 2008 | Reply
I have used ebay as a buyer for many many years. Though not all interactions have been 100% positive I was able to work with the seller to have a satisfactory outcome. For the first time I left a negative feedback for a seller, whom would not resolve a situation (selling an item that was defective). I didn’t do it lightly, as I was aware of the possible response. Of course as soon as I did the seller retaliated by leaving a negative feedback for me even though I paid promptly etc, because I dinged him. For the first time I have a negative feedback in my score. I wish I knew about this, and then would have waited just a little longer before leaving feedback! I have to say that 95% of the sellers are good, but the 5% that aren’t can make the ebay experience suck.
By Colin on Feb 8, 2008 | Reply
I was a first time buyer on ebay and had no clue how the feedback system worked. I purchased a widget (can’t remember now, wasn’t more than $25) and paid promptly for it (via PayPal). I guess whoever I bought it from (bcf store) would be considered a ‘powerseller’.
Well i didn’t leave feedback and they took two weeks to ship the item. A few months later i was browsing ebay and noticed i had a negative rating. They considered me a “bad buyer, no comments BEWARE!!!” were their exact words. I did nothing wrong except pay them! what a bunch of hacks, ebay will be better off with their new system.
By kurt on Feb 8, 2008 | Reply
When I sell, I always leave feedback as soon as I get payment (so before I send the item and before they leave feedback). Maybe I’m too trusting.
By Andrea on Feb 9, 2008 | Reply
I’ve never had a problem with getting negative feedback from eBay users, buying or selling.
However, I’ve sold a lot of my used college textbooks on Half.com and I have had a horrible time with the users of that site. I’ve gotten negative feedback because users expected me to use priority shipping when they didn’t pay extra for it. I’ve gotten negative feedback for “being snippy” (yes, really), when a user asked that I cancel her purchase (after I very politely explained to her that it was an inconvenience, but I would do it). I swear the only thing that kept me from getting 100% negative feedback on half.com transactions (despite my best efforts and being an excellent seller!) was that I could leave negative feedback in retaliation.
Basically, this decision just means that I will never, ever, ever sell anything on Half.com ever again. I don’t need those transactions bringing down my eBay feedback any more than they already have. For textbooks, I will use other sites and would encourage others to do the same. The people who buy books on Half.com are rude and awful, which is not at all typical of your average eBay user.
By NatalieMac on Feb 12, 2008 | Reply
I guess my mom will be happy to hear the eBay is enforcing her rule: “If you don’t have anything nice to say…”
I’ve used eBay as both a buyer and a seller for years. I have one negative feedback received after I rightly left negative feedback for the seller. The item pictured on the auction was not the item being sold, the description was incorrect about both the item and the condition it was in, and yet the seller absolutely refused to allow me to simply return the item for my money back. It was a nightmare. And I have a negative feedback to show for it, despite the fact that I paid in full for the item within minutes of the end of the auction and only ever wanted to return the item for a refund.
That wasn’t fair, but there *are* bad buyers on eBay, who send fraudulent money orders, or dispute the charges with PayPal or their credit card companies even when the item is received on time and in the correct condition. It’s too bad that sellers won’t be able to identify these buyers for one another any more.
By Leighsa on Feb 15, 2008 | Reply
I don’t see why buyers can’t get ANY negatives. Even if they do get a negative (justified or not) it doesn’t effect their ability to bid on auctions. Negatives for sellers can cost potential sales as buyers loose confidence in them. IMO, it seems Negative feedback mainly hurts sellers not buyers anyway. I wish that it was MANDATORY for buyers to contact sellers with their concerns BEFORE leaving negatives. (the waiting 3 days doesn’t seem effective)
As a seller, i don’t leave feedback until AFTER I get feedback or receive notification that the item has arrived and the customer is satisfied…because to me THIS signals the end of the transaction. I will continue to do the same despite the change in feedback policy.
By MARY on Mar 17, 2008 | Reply
Give me a break. How unfair that sellers cannot leave anything but positive…I am an excellent seller but when I put a specific thing such as “I don’t accept paypal from overseas buyers since paypal does not protect us” I expect the buyer to read the conditions and follow the method of payment that was listed.
I was happy I could at least answer the neg. that I received when apparently he could not read.
UNJUST AND UNFAIR FOR E-BAY TO CHANGE THE POLICY.
My son is a seller also and a buyer recieved the item and was reimbursed twice out of paypal!!! Was that fair? The buyer was a total flake so e-bay wishes to tie our hands when we are honest sellers???? Does not make feedback fair at all.
By Mark on May 2, 2008 | Reply
Ron, I have to disagree. Whether its a new site or one of the gazillion existing sites where sellers can post negatives, buyers will prefer ebay’s customer focused rules. Think of it as the Nordstrom of websites. Some sites may take the Wal-mart approach, but lousy service requires some kind of incentive such as lower costs and I doubt the sellers will sooo gung ho about negative feedback that they will lower their margins.
In the end, the remaining ebay sellers will become more customer focused and gain marketshare. The others will have garage sales every other weekend and talk about the good ole days.
By John on May 2, 2008 | Reply
Heres the underlying problem…
I was fortunate enough to do over 300 ebay transactions (as a buyer) without any major problems that weren’t worked out between myself and the seller…I recently purchased an item from a Hong Kong seller-it was defective-I emailed the seller that day(no reply)..emailed again a week later..and sit here 5 more days later-still no reply-then an email finally-reminding me to leave positive feedback-yeah-go figure,,The sellers feedback rating was 99.5+-buttttttttt (yeah - there’s a but)..upon reviewing several pages of his feedback-there were alot of “mutually withdrawns”-seems his conflict resolution was to use retaliatory negs
-(they all had the same complaint-defective/no item-doesnt respond to emails) which he replied to with a (possibly automated) “thank you” negative..and the vast majority of these people were 100% positve feedback prior to his neg.These are the people that are ruining it-since the majority of us buyers do(especially after several buying transactions),for the most part, intend one day to sell items on ebay- part,intend to or plan on being sellers-we don’t like the idea of unfair negs-but we live with it.
Ebay used to be ,a few years ago,largerly-a place where sellers posted positive feedback upon (timely)payment-now -or up until now(as of this post)..it shifted-the sellers (largely)don’t post feedback until the buyer does-if at all-Ebay had canted itself toward the powerseller-leaving buyers frequently,unfortunately,on occasion, with defective,or misreprested items -or no items-only to be left with negative feedback for their
money and effort.
I realize there is fraud on ebay on the part of “buyers” with fudged Paypal claims etc.This is unfortunate-however,there is one golden rule in retail business-like it or not(I worked several years in retailing)-the customer IS always right…and ,up until May 1,the Ebay system for feedback was being exploited by sellers with the “No-I’m right and you’re wrong-here’s a neg to prove it” mentality.
I still intend to post my items for sale-I’m a little leary of thses sellers that speak of boycotts etc. over this policy-I think it’s a good idea,and one that is overdue.
By Seller on Jun 4, 2008 | Reply
Horrible idea, the old feedback system was much better. Looks like ebay didn’t think about the incentive on each side. Now when the buyer leaves feedback, there is No incentive for the buyer to resolve the issue since the feedback can no be remove. Some buyers can extort money by threatening to leave a negative feedback that can not be remove for 12 months. At least ebay show leave the option of feedback withdraw. But now there is nothing. It will be harder for new sellers to create a online business now because the feedback system is so complicated.
All sellers should send a letter to ebay’s president about it.