EBay to Turn on Feedback System Changes

By Juan Carlos Perez

Wed, May 07, 2008 — IDG News Service —

EBay will roll out a host of changes to its feedback mechanism this month globally, including the controversial elimination of sellers' ability to leave negative feedback for buyers.

EBay announced the feedback changes along with modifications to other areas like its fee structure in January, prompting many sellers to complain and even organize a strike.

However, eBay has stuck to its guns and proceeded to implement the changes, seeking opinions from buyers and sellers while refining and modifying some details.

For eBay, the overarching goal for the changes is to improve the buying experience within the marketplace and lead sellers to improve in areas like shipping, fulfillment and communication.

One key area eBay identified as in need of improvement was its feedback process, intended to let buyers and sellers rate their interactions with each other.

With this review system in place, users could rate and find out the quality of buyers and sellers, propping up those who played by the rules and warning against inept or malicious participants.

Unfortunately, according to eBay, the feedback system in recent years became an increasingly common retaliatory tool used mostly by sellers to punish and intimidate buyers.

This in turn yielded artificially inflated positive ratings for many sellers, while discouraging buyers from leaving candid and honest feedback and from making future purchases, according to eBay.

To remedy this, sellers now will only be able to leave a positive rating for buyers. Meanwhile buyers will retain their ability to rate sellers both in general -- positive, neutral or negative -- and in more detailed ways. In addition, eBay is doing away with its "mutual feedback withdrawal" option, which allowed a buyer and a seller to agree to simultaneously remove the ratings they had given each other.

To counterbalance the sellers' loss of power, eBay is instituting several measures, such as removing negative and neutral ratings left by buyers who don't respond to complaints that they didn't pay for their items. Moreover, eBay will from now on -- and retroactively -- remove negative and neutral ratings on sellers from buyers who are suspended from the marketplace.

EBay is also giving sellers new options to proactively block certain buyers from doing business with them, such as those who have a certain number of unpaid-item and policy-violation claims. In addition, eBay is launching a new reporting hub that sellers can use to inform eBay about problematic buyers.

While eBay is to be commended for striving to improve the buying experience, the feedback changes could use further refinement and review, said Jonathan Garriss, executive director of the Professional eBay Sellers Alliance (PESA), a group of large sellers that has often been highly critical of eBay.

Loading...
Network MarketSpace
White Papers
The Challenge of a Demanding Network Infrastructure
Today's data centers are expanding as demand for data and storage continues to grow exponentially. Learn more »
Reduce Infrastructure and Administrative Costs
The Brocade® FastIron® CX Series of switches provides new levels of performance. Learn more »
A New Generation of Application Delivery Controllers (ADCs)
Learn more about Brocade® ServerIron® intelligent application delivery and traffic management solutions. Learn more »
Want to Offer a Superior User Experience?
Control a "boundary-less" enterprise with scalable solutions. Learn more »
Realize Potential Without Increasing Your Risk
Combining Brocade's high-performance infrastructure and McAfee's Web gateway solution ensures trusted environments. Learn more »
Brocade and Imperva: Providing Best-of-Breed Products
Web applications have become the backbone of business in nearly every segment of the economy. Learn more »
 
SPONSORED LINKS
 

Maximizing the Business Value of the PC Infrastructure

Enterprise PBX Comparison Guide

Getting Value from Outdated Networking Equipment

Seven Ways ITIL Can Help You in an Economic Downturn

Data Loss Prevention: A Better Way to Approach Security

Learn how to managing client systems in the enterprise.

Cloud Computing: Read about VMware's compelling vision & set of products

Top-line Performance that's Bottom-line Efficient

Accenture: Outsourcing for uncertain times. Click to learn more.

White Paper: 8 Key Ingredients to Building an Internal Cloud

Read about virtualization and consolidation effort best practices

Building the Virtualized Enterprise with VMware Infrastructure

Top 10 Business and IT Drivers for the Wealth Management Sector

Bottom-Line Benefits of Virtualization

White Paper: The Building Blocks for Cloud Computing

Oracle's Application Grid Technical Demo

Next-Generation Application Servers and Infrastructure

Application Infrastructure at Enterprise Organizations

Achieving Business Agility with Application Grid

Learn about The Information Technology Infrastructure Library.

Achieving Pervasive Performance Management

Automating the Generation and Secure Distribution of Excel Reports

Get Google Enterprise Search for your business information.

Accenture IT Consulting: Enabling high performance. More...

Top Five CIO Challenges

Enterprise PBX Buyer's Guide

Secondary Market Primer: Your Network at Half Price

Taking the Service Desk to the Next Level

Why Data Loss is Increasing--and What You Can Do About It

Communications and Collaboration Needs at Business Organizations

Using Open Source to Deploy Web Applications

Mid-Sized Company CIO Community: infoBOOM!

Accenture IT Consulting: Logical meets technological. More . . .

Stop Application Fraud at the Source with Device Reputation

Learn about the VMware vSphere (TM) & Intel (R) Xeon (R) Processor 5500 Series

Learn how a virtualized enterprise can help your company reduce costs

Why Isn't Server Virtualization Saving Us More?

8 Key Ingredients to Building an Internal Cloud

Data Center Optimization: Three Key Strategies

A CIO Executive Guide: Cloud Computing Looms Big on the Horizon

Oracle WebLogic Server Technical Demo

Data Grids and Service-Oriented Architecture

Achieving the Impossible: Unlimited Application Scalability

A Middleware Foundation for Application Grid

Tips for successful virtualization management.

Smart Decisions: The Role of Key Performance Indicators

Gartner Shares Predictions for 2009

Introducing the new HP ProLiant G6 server family

Accenture: Outsourcing for Competitive Advantage. More...

Better spam protection with Postini for just $1/user/mo

 
 
RESOURCE CENTER