New Feature Idea: Allow sellers to upload supporting documents with neg feedback replies

[andrew547]

Buyers commonly, how shall I say, "embellish" when leaving a comment in negative feedback. I think they would be less likely to overstate their displeasure if there was a way for sellers to not just reply to negative feedback, but to also upload supporting documents like a screenshot.

Right now, we're slaves to negative feedback and there's little we can do. We reply nicely and firmly because we know there is nothing we can do. And we live in terror of that occasional unreasonable customer who is willing to say anything to get their way/vent their anger/manipulate the system/whatever - choose your platitude.

I'll leave technical and implementation issues to ebay. I trust they could work this out if they wanted. Just a way for sellers to add documentation to a negative comment reply and a link to what's uploaded on the seller's reply to negative feedback.

Thoughts?

[dhuberinc]

Not a bad idea but personally speaking I think the simplest answer to your request may go like this.  The very last thing eBay is ever going to do is add to the feedback system.  If anything eBay, you, me and any seasoned seller weighing in on the feedback system secretly wishes it just flat out disappeared altogether one day.

[andrew547]

Yeah I think you're right that no one likes it...

But I think customer feedback serves ebay's interests nicely. It keeps sellers in line (read: afraid), as both ebay and buyers use it as a signal about a seller's fitness.

Ebay uses buyer feedback to either punish or reward sellers in various ways. The feedback system also gives buyers asymmetric power over a seller. Both of these serve ebay and I have to strain my brain to imagine ebay doing away with it.

However, I think if they added a little link to a seller's reply to negative feedback that said "documentation" or "supporting documents" or something simpler even, we'd be a little less contemptuous of the whole feedback system.

[sextons-sweet-deals]

I don't see a negative feedback on you. Just a Neutral.

[bill.purvis2012]

I just sold a package of 2 Silicone Oven Mitts. New, unopened with tags. Excellent. Something like $12. These are a high quality product. (not a common product for me).  The buyer received them within 2 days. Requested return, reason : doesn't like them. Made a mess trying to hold onto a pot."   I offer 30-day returns. Told her I would be glad to refund upon receipt.  Got a message from her that said " you can just keep your return label. I'll just throw them out in the trash.  I'll never buy from you again."    What's a seller to do? New merchandise, clearly pictured and described.   So, she doesn't like them. Fine. She doesn't want to pay to mail back.  I know she wanted me to just refund to her in full and let it go. I think she thought her ability to leave bad feedback gives her the power.  When I look at her account---there are at least 10-12 products where she has said the same things. Like a new blanket, etc.  No telling how many sellers just refunded and let her keep the item.  She may give me bad feedback, I don't know. But, this is an example of a buyer fraud. 

[axiombody]

I hate it that most sellers will refund without requiring return.  The buyer even asking for some kind of refund infers without one they will leave negative feedback.  If someone does this I ask them to return the item.  I have free returns.  The person usually doesn't want the refund they want to keep the item and have some compensation.  You can report buyers that ask for refund or partial refund after receiving the item.  They are changing the terms they agreed to and are holding negative feedback over your head.  I wish everyone reported them instead of refunding to make them happy, so my buyers wouldn't expect that I should refund at their whim.  Most any negative feedback I get is for me not paying buyers off.

[inhawaii]

A good start would be to at least give us  few more characters to explain our side of the story.   How hard or costly could that be?

[luckythewinner]

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@andrew547 wrote:

Thoughts?

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What if the seller uploads documentation that is misleading, false or fraudulent? 

To be fair, you would need to allow the buyer to reply to the seller's reply, and upload his own documentation. 

But what if the buyer uploads documentation in his reply that is misleading, false or fraudulent? 

To be fair, you would need to allow the seller to reply to the buyer's reply to the seller's reply, and let him upload more documentation. 

Etc. 

The seller already gets to reply. IMHO that is enough. 

[ed8108]

Who pays the costs ?

You want EBay to spend

their money ?

How about, implementation in a manner that brings in some additional revenue for ebay from it's sellers?

[femmefan1946]

Ebay uses buyer feedback to either punish or reward sellers in various ways.

What ways?

EBay no longer uses Feedback to assess seller accounts.

Some buyers do look at FB rates, but it seems most are quite happy to buy from sellers with 95% approval, because hey, that's an A, right?

The few that actually read the FB, may notice that many negs and even neutrals have been left by .... very strange people.

However, there is an indirect correlation between negative feedback and Defects for bad performance.  A seller with a lot of negs probably is also dealing with many Disputes and Claims, which are part of account assessments.

[southern*sweet*tea]

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@bill.purvis2012 wrote:

I just sold a package of 2 Silicone Oven Mitts. New, unopened with tags. Excellent. Something like $12. These are a high quality product. (not a common product for me).  The buyer received them within 2 days. Requested return, reason : doesn't like them. Made a mess trying to hold onto a pot."   I offer 30-day returns. Told her I would be glad to refund upon receipt.  Got a message from her that said " you can just keep your return label. I'll just throw them out in the trash.  I'll never buy from you again."    What's a seller to do? New merchandise, clearly pictured and described.   So, she doesn't like them. Fine. She doesn't want to pay to mail back.  I know she wanted me to just refund to her in full and let it go. I think she thought her ability to leave bad feedback gives her the power.  When I look at her account---there are at least 10-12 products where she has said the same things. Like a new blanket, etc.  No telling how many sellers just refunded and let her keep the item.  She may give me bad feedback, I don't know. But, this is an example of a buyer fraud. 

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Since you offer free returns, you should be protected from a neg since the return was offered and the buyer refused.

[femmefan1946]

Personally, I think the FB system is soooo 20th century, based on a time when online commerce was new exciting and slightly dangerous.

I think eBay should drop it and move instead to  a system that shows the number of transactions the member has had and the number of successful transactions the member has had.

For example a member has purchased 100 items and had one Dispute which he won ; his transactions show as 100/99.

A member has sold 100 items and has had three Disputes one lost, two won: his transactions show as 100/97.

A member has bought 17 items and sold 83. He had one Dispute as a seller which he won: his transactions show as 100/99.

Because it doesn't matter if you won or lost, it's that the transaction was not smooth.

This puts the buyer who is constantly complaining on record, without attaching a seller's name to the record.

[andrew547]

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@femmefan1946 wrote:

Ebay uses buyer feedback to either punish or reward sellers in various ways.

What ways?

EBay no longer uses Feedback to assess seller accounts.

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From ebay:

Becoming a PowerSeller

If you’re not a PowerSeller yet, you can always work your way up by meeting these requirements:

• Have an eBay account in good standing that’s been active for at least 90 days.
• Follow all eBay policies.
• Maintain a positive feedback score of 98% or higher.
• Have a minimum of 100 transactions and $3,000 in sales with US buyers over the past 12 months.