Inceptions
Hi everyone! Thanks for joining us for the Weekly Chat with eBay Staff. We don't have a specific topic this week, so feel free to share any general buying or selling questions you may have.
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@rosevelyn wrote:
Tyler,
Removing the undelete function is like removing the restore function of a recycle bin. I have asked for help here and through customer care and the help has not arrived. Please help!!
Hi @rosevelyn - I cannot provide the resolution you are looking for, I'm sorry.
@glasser wrote:Even though I know it’s wishful thinking, I am going to occasionally propose an idea or two in the chats. My expectation that any are taken seriously are less than zero. But hey where else am I gonna post it 😊
This time around feedback (yeah aim high!)
Seems like the amount of transactions where feedback is given by buyers I fairly low. Mine is about 50%. I am in Antiques and people there probably give at higher rate because often what I sell people are really grateful to have since they may have been looking around for one for awhile. But what’s the incentive if I buy a pair of socks?
Since eBay now tracks seller defects in other way, consumer feedback, which is extremely subjective, holds less weight.
Feedback needs an overhaul some suggestions:
- End the requirement for a written comment in addition to rating positive, negative or neutral. Or only require for negative. Make it easier for buyers to click one and done.
- Eliminate written all together and just have positive, negative neutral and star ratings
- Consolidate all feedback into just one: star rating 1-5 create a new environment where a less than happy customer is no longer a red mark that sticks out like a sore thumb). Someone with what is now a 98% feedback rating would have like 4.75 stars. People might be more likely to leave feedback if it’s easier.
- Have a feedback score against total number of eBay sales like anyuser(100)/total eBay sales 400 this lets potential buyers know that seller has more experience the their feedback suggests. Offsets the low feedback response rate. Combine this with nay of the above. If the goal of feedback is to build buyer trust. FB combined with total transactions completed could be a great trust builder. I see a user has a feedback of 25 seems a bit low. Oh wait they have actually sold 100 items and 25 people who did rate them were happy. Good enough for me.
Sorry, but what sets eBay feedback apart are the comments! I can't imagine why you wouldn't want other buyers to see praise for your customer service (or an explanation of why a negative was left so that you can address it in your reply to it.)
Buyers are either going to leave feedback or they aren't. They already have the ability to leave it without a comment.
Without the comments, a "meh" positive would carry the same weight as someone praising the seller to high heaven for going above and beyond with their service...or problem solving...or whatever. Don't you want other buyers to know why they are rating you the way they are? Don't YOU want to know?
@carlqsportscards wrote:
I also don't need email reminders to leave feedback for a buyer that never paid.
Last I knew we couldn't leave negative feedback. What does ebay want me to say in the feedback of a non-payer?
@carlqsportscards my guess is that these emails are sent through a batch process and scheduled to be sent before the transaction is cancelled, which results in the email being sent. I can definitely pass along this feedback though!
@downunder-61 wrote:
Following up on mams question from the last chat session
When a buyer opens a claim in Ebay, we can enter typed information and pictures if needed and give details as a seller, BUT when a Chargeback is filed [buyer files a claim with their Credit card] those options do NOT exist. The ONLY thing you can enter is a tracking number. Depending on the reason for the chargeback that frequently is NOT enough info for Ebay and/or the CCC to have to accurately resolve the Chargeback.
ALL MP needs to do is allow for comments from the Seller to be entered into the Chargeback record that is reviewed by a REAL person and the info shared with the CCC. Sellers are LOSING Chargeback claims and getting charged a $20 fee because of it and this is completely unjust and unfair in many cases. But due to a lack of information by Ebay and therefore the CCC, no one knows the details except the seller which in MP they WON'T allow us to share during the Chargeback process.
@downunder-61 - thank you for this input - I'll make sure that this is submitted to the Payments team for consideration.
brian@ebay wrote:
@greg213213 wrote:When is the feedback system for buyers that make multiple purchases going to be fixed. I have been trying to leave feedback for my buyer and this is what I get: We ran into a problem saving your feedback. Please close the page and try again.
I have contacted customer support about this issue over 10 days ago and was told that I would be added tp the list and it should be fixed within 48 hours. It has now been over 10 days and again more broken promises from eBay. These constant glitches are getting old real fast.
WHEN ARE THEY GOING TO BE FIXED??????
@greg213213 the timeframe you were provided is inaccurate and I apologize for that. While this is a known issue, we don't not have an ETA on when a fix will be implemented.
I am able to leave feedback for buyers who purchase multiple items using bulk feedback. Have you tried that?
That being said, the new bulk feedback is riddled with bugs (it sometimes comes up in German, it sometimes says feedback has already been left when it hasn't, it sometimes displays with the action buttons greyed out). But if I immediately try again once or twice or refresh the sold items page and try again, I can get it to work. Not ideal, but I don't have any instances where I haven't been able to leave it. Hopes this helps...
@glasser wrote:
Even though I know it’s wishful thinking, I am going to occasionally propose an idea or two in the chats. My expectation that any are taken seriously are less than zero. But hey where else am I gonna post it 😊
This time around feedback (yeah aim high!)
Seems like the amount of transactions where feedback is given by buyers I fairly low. Mine is about 50%. I am in Antiques and people there probably give at higher rate because often what I sell people are really grateful to have since they may have been looking around for one for awhile. But what’s the incentive if I buy a pair of socks?
Since eBay now tracks seller defects in other way, consumer feedback, which is extremely subjective, holds less weight.
Also, since only positive feedback can be left for buyers current system is diminished in usefulness as a marketplace trust factor. Assumes only sellers are responsible for trust when bad buyers cause just as much distrust as bad sellers (sellers turned of by buyers who flake or do fraud)
Feedback needs an overhaul some suggestions:
- End the requirement for a written comment in addition to rating positive, negative or neutral. Or only require for negative. Make it easier for buyers to click one and done.
- Eliminate written all together and just have positive, negative neutral and star ratings
- Consolidate all feedback into just one: star rating 1-5 create a new environment where a less than happy customer is no longer a red mark that sticks out like a sore thumb). Someone with what is now a 98% feedback rating would have like 4.75 stars. People might be more likely to leave feedback if it’s easier.
- Have a feedback score against total number of eBay sales like anyuser(100)/total eBay sales 400 this lets potential buyers know that seller has more experience the their feedback suggests. Offsets the low feedback response rate. Combine this with nay of the above. If the goal of feedback is to build buyer trust. FB combined with total transactions completed could be a great trust builder. I see a user has a feedback of 25 seems a bit low. Oh wait they have actually sold 100 items and 25 people who did rate them were happy. Good enough for me.
@glasser thanks for the suggestions! I don't know what plans we may have for the feedback system going forward, but we can take note of this!
@my-cottage-books-and-antiques wrote:
Happy to see ebay finally rolling out some changes to stores functionality, and even a dedicated Stores Hub. Any chance ebay will actually Announce this, so we don't have to be guessing about it? And it would be great if you could get the Stores team to come here for a chat....
@my-cottage-books-and-antiques - Thank you for the feedback. I know internally we have provided the feedback that customers would love to hear about the great work our product teams are completing and we'll continue to see what we can do about getting teams to join the chat.
