Sunday, May 25, 2008

eBay Reply to 2008 Feedback Changes

Here is copy of reply message sent to eBay concerning their new feedback policy changes. Read it and see what you think.

Thank you for writing to eBay in regard to changes to the feedback
policy. I appreciate this opportunity to assist you.

Please know that eBay's goal for the public Feedback system was to
provide an honest and accurate record of the buyer's and seller's online
experience to ensure safe and satisfactory trade. This goal was driven
by the desire to create an open environment and to ensure that eBay
members were accountable for their transactions

Over time, we found that the open nature of the existing Feedback system
makes some members reluctant to hold others accountable. For example,
buyers fear retaliatory Feedback from sellers if they leave a negative.

Therefore, we'll be making a few important changes to eBay's Feedback
system, both public and private, to continue to improve accuracy and
accountability. Within six months these changes should help to
differentiate and reward sellers who provide a positive buying
experience on eBay.

Please also know that you will be able to leave positive feedback if the
buyer has performed well on his part and paid for the item.

If your buyer has failed to pay for an item, you should file an Unpaid
Item (UPI) claim. If the buyer fails to respond to the UPI report, then
any negative or neutral Feedback they have left for the particular
transaction will be removed. If the buyer shows a pattern of such
behavior and is suspended for UPI, all negative or neutral Feedback they
left will be **removed**.

Sellers should only file a UPI claim when a buyer did not pay. Filing
false UPI claims is a violation of eBay policy and may result in seller
suspension.

We’re only allowing sellers to leave a positive Feedback to regain the
confidence of the buyers with the Feedback system. Today, the biggest
issue with the Feedback system is that buyers are more afraid than ever
to leave honest, accurate feedback for the seller because of the threat
of retaliation. By evolving our Feedback system, we’re confident that
buyers will start providing an honest Feedback to sellers without
fearing retaliation.

More buyer confidence means that buyers would also trust sellers like
you more. Also, we’re also putting in place some protections for sellers
like you in addition to the reporting tools already available to you
such as the Unpaid Item (UPI) dispute process. For example, we will now
remove (not just de-score) negative and neutral Feedback when a buyer
doesn’t respond to a UPI dispute that you open.

We believe that we will reduce any imbalance in the Feedback system with
these changes. Buyers will be able to more accurately assess sellers,
and sellers will be protected from buyers who violate our policies
(through the Unpaid Item system and other reporting) without risking a
reduction in good buyer activity.

If you need further assistance, please don't hesitate to reply to this
email and let us know.

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