Change Isn’t Always Good…
Last week I touched upon the excellence of eBay and how it still the number one destination for bargain hunters in a time of global recession. This week I feel it’s worth discussing one of the recent announcements from the people at eBay that will more than likely affect eBay sellers in a negative way.
Before I start, I’ll keep the consistency of the series and give you another quote that I feel directly concerns this topic; “If it ain’t broke…don’t fix it!” (various authors!).
PowerSeller
One of the biggest changes eBay has rolled out is in relation to the PowerSeller program. It seems quite complicated when you first look at it, so I’ve tried to explain the changes below and how they will effect regular eBay sellers and anyone looking to make a regular income on eBay in the near future;
>> The major change centers on how eBay measures the quality of its sellers (you!). The ‘Detailed Seller Ratings’ (DSR) are staying (where a buyer anonymously leaves the seller a star rating out of 5 for things such as communication and the accuracy of the description), but it will now concentrate heavily on a new ‘low-score metric’; basically the percentage of all the low DSR scores you get (such as 1’s and 2’s).
What’s the issue?
The problem with this is there are a large number of buyers who simply don’t care about the sellers feedback and find it hilarious to leave low-score feedback because it’s really anonymous! And when the new rules come in to play this fall, if you don’t meet the standards set then not only will you receive lower placement in searches, you may even be restricted from selling! All because of a potential few jokers who think it’s funny to anonymously rate you as a 1 or 2. I don’t believe in conspiracy, really, but I do think since sellers are no longer allowed to leave negative feedback for buyers, the burden of proof now rests totally on the shoulders of the sellers.
To mention or not to mention?
You have to question whether it’s worth mentioning this problem in your listings … should you let your prospective buyers know about the new rules, in the hope that they will contact you to resolve any issue before giving you a low DSR? Or by doing this are you possibly informing them that if they are not entirely satisfied they can ruin your reputation and indeed selling capacity anonymously with a few easy clicks? Granted, I never had communication issues going on with my buyers, yet, I know of many sellers who are running more into DSR related problems. Often, buyers do leave poor feedback ‘just because’.
I feel that eBay should be helping sellers out more, and with some of the new incentives they have released (we will touch on that in the next blog) they are clearly trying to, but at the same time they have opened a huge can of worms by potentially alienating a lot of honest sellers. I understand that eBay is attempting to provide the same top-notch customer service like Amazon, for example, but if that’s the case on all levels, then why are flocking so many eBay sellers to Amazon? I do wonder …
What do you think?
Wishing you rippling success,
Svenja
Hi Svenja,
Yes, I agree that ebay are creating a system here that allows people to be fickle and for it to have dire consequences for the seller. Goodness knows what the result of this change will be.
Enjoy the journey.
Mandy
Exactly! If only eBay would sort themselves out and actually listen to the sellers for once!
Keep up the good work,
Rich
Hi Svenja,
I totally agree, the think is eBay are in my opinion starting to think a little too narrow minded in the directions they take on changing policies..
They are trying to make the buyers expierience on their site more user friendly to increase sales for their fees increasing, but to me it`s all at the expense of the seller!
Great post Svenja….Ed.
Hi Svenja,
If only the folks at eBay would give this a read! I’m sick of eBay constantly bringing out changes that are not needed!
Keep them coming, I look forward to reading about the incentives/good things eBay are offering to try and keep us sellers!
Mel
Hi Svenja,
Love this great content about ebay. You are defiantly an expert on this subject.
http://explosivelistsbuilding.com/
Hi Svenja,
Wow on the ebay changes. I am really wondering if ebay are actually wanting sellers anymore? Wouldn’t they want to keep both their buyers and sellers happy. It seems to be leaning towards the buyers more and more.
Maybe it is time to start selling on other auction sites and maybe with ebay loosing its selling clients, (whom actually make ebay its money! I think ebay forget that we actually pay them not the buyers) maybe loosing sellers to pther sites might make them think eventually.
Only time will tell.
Great post, Take Care.
Jacinta
Hi Svenja, Just what is it with ebay, do they have a problem with sellers?
A thoughtful post, thank’s for highlighting it!
Best Wishes, Ray.
Hi Ray,
Thank you for your comment!
Yes, eBay has a lot of problems with sellers. People (in general) don’t like change especially when many changes take place over a short period of time. Over the course of a year, eBay has lost many sellers to Amazon and other auction sites. Although I still think they rule the auction market, they are encountering now some major headwind from sellers (and buyers alike).
Many Thanks,
Svenja
Hi Jacinta,
Great comments! Thank you very much for putting so much thought into it
You are absolutely correct in all accounts. The unfortunate truth is that many policies where no longer working and thus something needed to happen. For instance, eBooks were sold for a penny and could be downloaded instantly Without going down the road on the subject, these kind of sales drew a very different crowd to eBay, one that was rather not welcomed.
For my own part, I agree that one must expand the horizon beyond eBay. In fact, my upcoming book talks about alternative solutions and directions at great length.
Thank you again for a great comment!
Svenja
Hello Rob,
Thank you for stopping by! I am glad you like the content
Looking forward to be in touch again soon!
Svenja
Hi Melonie,
Thank you for your comment.
I hear you loud and clear! For my own part, having played by the rules so to speak, I feel that many changes alienated good sellers!
In fact, I started out writing a book on eBay about a year ago and by the summer of 2009 (when I had almost completed it), eBay came out with yet another set of major changes. So, I went back to the drawing board. The book has taken on a different spin with different suggestions on how to use eBay effectively as a springboard and not a destination.
I am looking forward to be in touch again soon,
Svenja
Hi Ed,
Yes, you hit the nail on the head! The truth is that many great sellers are leaving eBay and seek out other pastures because of the changes. This leaves me to wonder how the buyer experience will be effected in the long run … you need happy, committed and great sellers in order to keep the buyers happy. So, like you said … focusing mainly on making eBay buyer friendly, will ultimately backfire.
It was good hearing from you again!
Svenja
Hi Rich,
Thank you for your comment!
You are so right – people will swallow changes if they come from time to time and if they don’t try to bite of the hand that feeds them.
Looking forward to be in touch again soon,
Svenja
Hi Mandy,
I am wondering myself as to what the long term effect may be. As you know, I started my book from (almost) scratch because of the long list of changes that were announced summer of 2009 – my view on eBay has changed. I am getting the sense from comments that I am not the only one who is disgruntled. Well, it will unravel … eventually.
Remember AOL when they ruled the Internet … nobody would have ever expected for them to disappear. I do not wish ill for eBay, but success is something that even a giant should never take for granted.
Until soon
Svenja