As eBay continues to grow, it is important that we continue to evolve the Feedback system to ensure it remains a credible measure of trust. For almost two years, eBay has been working on a new project to enhance our current reputation system. Feedback 2.0 adds a new dimension to eBay’s premier online reputation system, allowing buyers to rate transactions based on item description, communication, shipping time, and shipping & handling charges.
Feedback 2.0 adds the following new features:
Detailed Seller Ratings – Currently buyers are able to rate the sellers positive, negative or neutral and leave comments on the same. With the launch of Feedback 2.0, buyers will be able to rate the sellers on specific transaction aspects like item description, communication, shipping time, and shipping & handling charges. These ratings will be based on a 1 to 5 scale, with 1 being the lowest and 5 the being the highest rating. The average of all ratings will be displayed on the seller’s Feedback Profile page.
To see how the new ratings will be displayed on the Feedback Profile page, please Click Here. (To view the page in right size click on the orange rectangle button that appears at right bottom)
Item Title and Price – To give buyers more information while they are evaluating the reputation of a seller, the transaction’s item title and selling price will display beneath each Feedback comment on the Feedback Profile page for a period of 90 days.
Feedback 2.0 helps buyers feel even more confident about a seller’s reputation, while rewarding good sellers by recognizing and spotlighting the things you do to ensure customer satisfaction.
Pilot launching shortly
Last November, for one week, buyers were presented with the ability to leave detailed seller ratings and the results were very promising. Over 80% of all buyers leaving Feedback for sellers left Detailed Seller Ratings during this data collection period. This high rate of usage is important since it eliminates any negative impact to a seller’s score based on the occasional low rating they may receive for actions outside of their control. (Such as a lost package, or an item damaged in transit.) Detailed Seller Ratings will be representative of a seller’s overall behaviour as our buyer community views it.
In late February, we will pilot Feedback 2.0 on India, as well as these seven additional markets: Australia, Belgium, France, Ireland, Italy, Poland, and the United Kingdom. We will continue to monitor the usage of Feedback 2.0 carefully to ensure there is no disruption to the marketplace. If all goes well, we plan to launch globally in Summer.
hi! i sincerely hope that the recent changes in the feedback and listing fee system will be a milestone in ensuring better e-business. i am a coin dealer and would like ebay to conduct workshops on professional packaging and shipping of products. many a times the coins are lost in shipping. coins being unique cant be replaced. why dont ebay have a tie up with some professional national and international couriers. it will be great for the ebay, the buyers and sellers and facilitate much more business and revenue to ebay. i want to sell internationally but due to these basic problems i refrain from going to international business.
The Feedback 2.0 is excellent but I doubt how many Indian buyers ( mainly the new buyers) will use that. Most of them do not care to leave the simple feedback and some can't leave one even after explaining everything. Anyway, the system is praiseworthy but the pure buyers should also get some benefits from leaving feedback otherwise we shall continue to have such low feedback turnouts, especially from new members in India. . Best Regards Swarup Kolkata
Feedback 2.0, announced in , is launching in eight eBay markets worldwide. Starting this week, buyers in Australia, Belgium, France, India, Ireland, Italy, Poland and the United Kingdom will be able to rate sellers on the four Detailed Seller Ratings we announced as part of Feedback 2.0.
As a participating country, you will notice three significant changes: 1. Buyers can now rate sellers on Item Description, Communication, Shipping time and Shipping & Handling Charges after first leaving an overall positive, neutral or negative Feedback. 2. The Feedback Profile page has changed and now includes a summary area for the Detailed Seller Ratings. 3. The item title and item price for each Feedback will be visible on the Feedback Profile page below the Feedback comment for 90 days after the comment was left.
Buyers may rate sellers on a 1 to 5 scale, with 1 being the lowest and 5 the being the highest rating. The average of all ratings is displayed on the Feedback Profile page. This additional information will enable our best sellers to differentiate themselves from other sellers and enable buyers to make more informed decisions prior to purchasing.
These changes ensure that the Feedback system continues to be a credible measure of trust in an ever growing and changing community marketplace. To comment on any of the proposed changes, please post your views here and always remember to read the Announcement Board for any future updates to the Feedback system.
I am glad that you liked the changes. Once they are rolled out, I hope they will start benefiting genuine sellers by differentiating them.
On your question "What about the buyer feedback page? Is that will be same as current? OR may I expect some extra information like 'No of UPI Strike'?"
As far as additional information on the buyer is concerned, there will be no change in buyer feedback page. There will be only some design changes in the buyer feedback page. Currently there are no plans to reveal the information on number of UPI strikes on the buyer feedback page. These are for two reasons. Information on Dispute console (UPI / INR / SNAD etc) is personal user information and therefore cannot be displayed publicly. Besides, as a seller, you can block all buyers with one or more UPI strikes. Thus the need for this information is also reduced.
I hope this gives clarification to your questions. Please do not hesitate to post more questions if any.
To your point "The current feedback system is complicated for the ordinary buyers. I doubt how the new system will perform."
This is exactly the concern the team designing Feedback 2.0 also went through. The biggest concern was to keep it simple while increasing transparency in the system.
After the design stage was completed, the team continuously evaluated the results by doing various buyer surveys and usability studies. As part of the study, in month of October, for few days buyers were exposed to the new feedback system in all pilot countries including India. We were encouraged to see that almost 80% of buyers who had left feedback, also gave detailed seller rating. Nevertheless, we will be keeping a close eye on the adoption of detailed seller ratings by the buyers and determine the future course of action.
On your suggestion "Can one more parameter be added as: Seller Provided Genuine Tax Invoice" - In the new system we have tried to keep the system simple, while giving out the information that is most critical for a buyer's buying decision. However, I will pass on this feedback to the team for future reference.
The current feedback system is complicated for the ordinary buyers. I doubt how the new system will perform. I feel it will just complicate. A ordinary buyer is not aware of giving feedback, this syetem will make him more confused.
A suggestion: Can one more parameter be added as: Seller Provided Genuine Tax Invoice
These are interesting question. Please find the answers below (DSR below referes to detailed seller rating):
1. Are the detailed seller ratings unique?
Similar to how a buyer can only affect a sellers’ Feedback Score by one point, if a buyer has left multiple detailed seller ratings for a seller, the average of the buyer’s ratings will be used when calculating the sellers’ detailed seller ratings.
For example, Buyer A has bought 3 products from you. The DSR he has left for you are 4, 5 and 3 respectively. The average from the buyer will be calcuated as (4+5+3)/3 = 13/3 = 4. Thus a single buyer will not be able to impact your scores significantly
Also, Detailed seller ratings are computed as an average score on a rolling 12-month basis. DSR beyond the 12 month period will not be displayed on your feedback page.
2. If an eBay user is suspended within 90 days, is his detailed seller rating withdrawn? If buyer fails to respond to UPI process, is his detailed seller rating withdrawn?
Yes. Whenever a Feedback rating is removed/withdrawn, of Detailed Seller Ratings were left, they will also be removed. Similarly, If two members mutually agree to remove a Feedback rating, the associated Detailed Seller Rating will also be removed.
3. We suggest that an eBayer is able to know what detailed seller rating has been left for him by another eBayer to prevent time pass/ fraudulent buyers from ruining their score. eBay must realise this greatly exists.
The goal of Detailed Seller Ratings is to provide buyers with additional data and to enable them to more accurately rate a sellers’ performance. In addition, the average score provides sellers with an accurate representation of their performance. The individual ratings given by a particular buyer may provide a seller additional information.
However, the risk is that it may discourage buyers from leaving Detailed Seller Ratings (for fear of retaliation). Since the overall marketplace benefits from the additional information provided, we want to avoid taking any action that may discourage buyer use of Detailed Seller Ratings.
Having said that, the DSRs are calculated on average basis and are further rounded off to nearest .5 (half). This makes it difficult for an occasional low DSR to impact your overall score drastically.
I hope the above answers your questions. Please do not hesitate to post questions or clarifications if any.
We have three queries with respect to Feedback 2.0
1. Are the detailed seller ratings unique?
Currently on eBay if a person leaves an ebay member 2 negatives, it will be counted as one, as the ratings are unique. Does the same apply that is, are detailed seller ratings unique?
It should not be an eBay user purchases 3 items, and gives 1 star in all fields for all 3 items making our score plummet. What's worse under the new system it appears we cannot know what detailed seller rating star the buyer has left us.
2. If an eBay user is suspended within 90 days, is his detailed seller rating withdrawn?
Currently an eBay user if suspended within 90 days, his ratings given to others are withdrawn. This was incorporated for the protection of eBay members. Does the same apply to detailed seller ratings?
3. If buyer fails to respond to UPI process, is his detailed seller rating withdrawn?
Currently if an eBayer fails to take part in the UPI process his ratings given to others are withdrawn. Does the same apply for detailed seller ratings?
Please respond to above queries and we suggest that an eBayer is able to know what detailed seller rating has been left for him by another eBayer to prevent time pass/ fraudulent buyers from ruining their score. eBay must realise this greatly exists.
Many many thanks to eBay Feedback Team! You are going to do a great job. I always thought of the Feedback page to be viewed as you have given in the sample image.
I would request you to add two more visuals. 1. The View Item link should be replaced with the Thumbnail image of the item. This will be more transparent to the viewer of this page either a buyer or a seller.
2. The registered Country of the buyer/seller should be displayed below the User ID of buyer or seller
Feedback to eBay India Team
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