Dear eBay Queen;
I received some information on the new Feedback 2.0. What is the deal with this new feedback system? I’ll admit I wasn’t a fan of the old system, but I am definitely not a fan of the way this new one works. What do you think of Feedback 2.0? Are you going to be changing the way you handle buyers? Isn’t this new-updated 5 star system just going to be like what Amazon.com currently uses?
Feedback 2.0 is rolling out on the U.S. site the first week in May. It has been tested on the 8 other international eBay sites the last couple of months. The current system is not really changing, but it is evolving. You will still be able to leave feedback the way you always have done; with the positive, neutral or negative marks. Some of the changes being made I feel will have a positive impact on buyers and sellers. You will now be able to see the item title and price in the comments section of the Feedback Profile page. This will allow the person evaluating feedback have a quick look at the amount the item sold for and what the item was.
The negative of this new system is the addition of the star ratings. eBay calls this the “detailed seller ratings”. Buyers will now be able to leave these Detailed Seller Ratings (or stars) for the seller on four aspects of a transaction.
1. Item as described.
3. Shipping time as described
4. Shipping and handling charges
These new seller ratings will allow the buyer to more accurately rate a sellers performance. I am all for this aspect of the rating system. What I don’t like about the star system is its anonymity. So, while you as a seller will know who gave you feedback and for what, you will not know what kind of performance rating you were given. For me as a seller, I want to know what I did wrong or right with a transaction. This system wasn’t put into place to really help the seller become better at their job. I believe eBay put this in place to improve the buyer experience. Many buyers are afraid to leave negative or neutral feedback for fear of retaliation. This new detailed seller rating will allow the buyers to rate the seller without fear of retaliation.
The other aspect of this rating system is that some people believe “3 stars” is good, and in order to get a “5 star” rating you would need to spin straw into gold. Others might be afraid to leave their true feelings in the traditional feedback system, and give the seller a positive feedback and then “ding” their stars.
I have evaluated the way I communicate with buyers, and my shipping and handling policy. I have changed my invoice to reflect the USPS shipping times and I will be adding a new line to my thank you insert I put into every box. I don’t have my wording exactly down yet, but I think I will say something like, “We hope our service was 5 stars for you!”. Amazon.com does have a similar star system, but it does not have the four areas of grading. <http://www.amazon.com/gp/help/customer/display.html?nodeId=537774#info>
I am not Feedback 2.0’s biggest fan. I think it has some real issues that need to be addressed, but you should probably know that eBay doesn’t consult their Queen before they make changes she would not approve of. For more information on the new feedback system check out <http://pages.ebay.com/services/forum/fb-faq.html?ssPageName=CMDV:AB>
Strange eBay item of the week: eBay item 110111170119 (enter this number in the eBay search box in the top right corner of the home page). I know my mind has been on flowers this year. I thought I needed a new plant stand, but unfortunately I just don’t have the money for this one. 1982 Albert Paley Plant Stand Forged Steel. Sold $40,000.00 <http://cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&item=110111170119>
Suzie Eads is a nationally known eBay marketer and eBay trained Education Specialist. She lives in Rantoul. Do you have a question for the eBay Queen? E-mail: firstname.lastname@example.org