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Common Q&A for new way to look at DSRs and PowerSeller program update
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Common Q&A for new way to look at DSRs and PowerSeller program update

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garnor@ebay.com (0) View Listings
garnor@ebay.com
(1 of 4)
Common Q&A for new way to look at DSRs and PowerSeller program update
Aug 4, 2009 01:30 PM
We're compiling many of the common questions and answers about several of the changes introduced in Stephanie’s Announcement on July 27th. They'll be posted in threads like this one and tacked to the top of the board to make it easy to find information (instead of needing to comb through all the various discussions).

These are actual member questions and staff responses, with some slight cleanup to make them easier to read. More topics will be posted in the next few days.

These questions all pertain to our new way to look at DSRs and our PowerSeller program update. For more information, make sure to read our FAQ on this topic.

Thanks,



Garnor / Seller Experience / eBay

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Common Q&A for new way to look at DSRs and PowerSeller program update

(3 Replies / 5,572 Views)
garnor@ebay.com (0) View Listings
garnor@ebay.com
Common Q&A for new way to look at DSRs and PowerSeller program update
Aug 4, 2009 01:30 PM
We're compiling many of the common questions and answers about several of the changes introduced in Stephanie’s Announcement on July 27th. They'll be posted in threads like this one and tacked to the top of the board to make it easy to find information (instead of needing to comb through all the various discussions).

These are actual member questions and staff responses, with some slight cleanup to make them easier to read. More topics will be posted in the next few days.

These questions all pertain to our new way to look at DSRs and our PowerSeller program update. For more information, make sure to read our FAQ on this topic.

Thanks,



Garnor / Seller Experience / eBay

Last Post
Aug 4, 2009 01:37 PM
by garnor@ebay.com (0) View Listings
garnor@ebay.com (0) View Listings
garnor@ebay.com
(1 of 3)
Re: Common Q&A for new way to look at DSRs and PowerSeller program update
Aug 4, 2009 01:33 PM
Q: What plans does eBay have to educate the Buyers on the new DSR ratings system ? Is there any system in place to identify Buyers that consistently leave poor DSR ratings no matter how stellar the seller might be? If not, how does eBay plan to protect a seller from buyers with a history of such behavior?

A: We are not changing the DSR system - there is inline information for buyers who want to get information on DSRs - it's relatively straightforward, it's a standard 1-5 system. In addition we highlighting when the seller offered free shipping and increasing our messaging when the item arrived in the time committed by the seller. To answer your other question, we currently have reports that identify abusive buyers and we take action from warning to suspension.


Q: The shipping cost and shipping time are really the only DSR areas potentially affected negatively by International buyers misunderstanding of higher costs and longer time. There is no factor skewing perception of Item Description and Communication between domestic and international buyers that I can think of. That's potentially alot of DSR's to lose in those catagories. Can make or break eligibility for Top-Rated 100 transactions and $3000. Kind of like throwing the baby out with the bathwater. Why not just eliminate the shipping DSR's from the international ratings?

A: Due to language differences, we have found differences in Item Description and Communication DSRs from non-US buyers compared to US buyers, although the difference is not as drastic as with the shipping DSRs. In addition, our all-or-nothing approach to non-US buyer DSRs greatly simplifies our (and sellers') ability to calculate DSR information.


Q: If a seller currently has raised standing, but isn't a powerseller and hasn't sold $3000 worth of items in the past year, when will their status be reduced to standard? In other words, will you maintain your raised status until April, as long as you continue to meet the pre-announcement requirements for raised standing?

A: Starting in October, increased visibility in Best Match fixed price listings will be reserved for Top-rated sellers. There will be no performance based increases in visibility in Auction listings. Sellers not meeting Top-rated seller status will no longer have raised status starting in October.


Q: So if I close my store and decide to only run auctions here, are the DSRs and all this rating stuff is basically going to be meaningless for me with regards to Best Match or search placement?

A: If sellers fall below the minimum standards for all sellers, they will be demoted in Best Match for both fixed price and auction listings. While increases in visibility are limited to fixed price listings, demotion is not.



Garnor / Seller Experience / eBay

garnor@ebay.com (0) View Listings
garnor@ebay.com
(2 of 3)
Re: Common Q&A for new way to look at DSRs and PowerSeller program update
Aug 4, 2009 01:35 PM
Q: Our dashboard says this: We are currently not able to display your eBay Top-rated seller program qualification in United States. We are registered on ebay.com, but come from Denmark (as Denmark does not have its own ebay division). Can we become a Top Rated Seller at all? Or is this programme only for residents of US & CAN.

A: Yes, any PowerSeller can qualify to become a US Top-rated seller based on sales with US buyers and enjoy all the same benefits as US PowerSellers that are Top-rated, except for final value fee discounts. As am EU seller, you can also qualify for UK and Germany Top-rated seller status, based on sales with UK buyers and German buyers, respectively.


Q: Why are US sales being counted as my (as a Canadian seller) domestic DSRs. it takes longer for these items to reach the customer as they need to cross an international order/customs. I ship quickly but can't control what happens at the border. Non-US sellers are going to be judged on US times and costs for shipping. Canada Posts rates are at least double what USPS are. Yet I am to be judged on US standards. 6-10 days is the minimum time frame for US transactions. unlike the 2-3 days for a US seller.

A: I'd like to clarify the situation for non-US sellers. We are not counting US sales as "domestic" sales for Canadians. We are counting DSRs from US buyers to qualify for US Top-rated seller status, just as we are counting UK buyer DSRs to qualify for the UK Top-rated seller status, and German buyers DSRs to qualify the German Top-rated seller status. Starting in October, you will be able to see you DSR rates for each of the three Top-rated seller statuses through your Seller Dashboard, along with how you are performing on global buyers (includes all buyers from all countries).


Q: I'm confused about DSRs and the time periods. It seems that for the "Top-rated seller status" is based on a 3 month period. But there is no mention about "PowerSeller standards" and "minimum standard". Are we to assume that these are monthly or will they be a 3 month period as well?

Also, I'm wondering about the "What happens to sellers who do not meet the new standard?" section. Lowered search standing and coaching and training is very reasonable but ebay then goes on about "serious situations". What is serious situations? To me a serious situation is if you're getting 5% bad DRS and loads of bad feedback. It is not where one a customer gives you 10 bad DSA ratings and pass a magical restriction number. Serious situations really does need to be clarified if it's going to be like how it is currently or it'll be a more human approach where other factors are considered as well as the passing of a magic number.

And, will the restrictions and reinstatements be basically like how they are now, where you are banned for going pass a set number and you'll have to wait for some of those bad DSRs to roll off before you can list new items again?

A: The time period for evaluation for Top-rated, PowerSeller, and minimum standards for all seller depends on a seller's volume:

- If you have 400 or more transactions in the most recent three calendar months, your time period for evaluation is the most recent three calendar months for Top-rated, PowerSeller, and minimum standards for all sellers.

- For all other sellers, the time period of evaluation will be the most recent twelve calendar months for Top-rated, PowerSeller, and minimum standards for all sellers.

In short, based on your volume, you will only need to worry about one time period of evaluation.

Sellers that are below standard will be demoted in search. Whether additional actions are taken, such as selling restrictions or suspension, depends on severity of below standard performance.

Today, the Seller Performance policy looks strictly at rates of claims, negative and neutral feedback and low DSRs. When these rates exceed 5% and 8% a seller receives consequences. Starting at the end of September, we will continue to look at claims, negative and neutral feedback, and now the rates of 1s and 2s on DSRs, but we will also look at things such as, how long the seller maintained the poor rates, did the seller attempt to resolve open issues with their buyers, what is the seller's prior history and other less clear cut definitions. For this reason we can't outline a clear threshold that is considered severe. It will be similar to the existing 5% and 8% rates with, as you put it, "human factors" taken into consideration.

Whether a seller needs to wait for low DSRs to roll off before relisting depends on the sellers situation, keeping in mind that being below standard automatically results in demotion, not necessarily selling restrictions. Below standard sellers will be demoted in search, but may continue to list assuming no other selling restrictions were given. If a seller is severely below standard with selling restrictions, yes, the seller will need to wait for low DSRs to roll off before restrictions are removed.



Garnor / Seller Experience / eBay

garnor@ebay.com (0) View Listings
garnor@ebay.com
(3 of 3)
Re: Common Q&A for new way to look at DSRs and PowerSeller program update
Aug 4, 2009 01:37 PM
Q: Is a transaction only a transaction if they leave feedback or will ALL sales count toward a transaction ??

A: Transactions are counted regardless of whether or not DSRs were left for those transactions. Please note that a transaction does not equal items sold. If you sell multiple items to a buyer in one transaction, this counts as one transaction. Also, a reminder that we're only looking at US buyer transactions. Perhaps multiple quantity sold and non-US buyers gives the difference between 400 and 275.


Q: Seems I remember reading that buyers were not allowed to leave glowing positive feedback and also leave all 1's for a seller. Is this true and if so, where would a seller go to complain of such? I have several buyers who have done just that, it's easy to detect using the reports. The majority are also sellers....isn't that nice. They are working the system to lower you as a way to raise themselves above you in search standings.

A: We do not currently block buyers from leaving all 1s with positive Feedback. If a buyer is consistently leaving positive Feedback with all 1s, we will identify this and take the appropriate action. Sometimes buyers are confused with the system or (unnecessarily) fear retaliatory Feedback. In these cases, we educate the buyers. Other times, the DSRs are abusive and warrant more severe action. In all cases, we remove the damaging Feedback.


Q: Why are buyers allowed to rate you on Shipping and Handling Charges DSR when you offer FREE SHIPPING?

A: We do see considerably higher average DSR scores for items with free shipping than those without free shipping. This was improved when we added messaging on the Leave Feedback page which highlighted to the buyer that shipping was free on the item. The concept of ship cost DSR being irrelevant (or auto 5) is a good one. The primary reason we still allow buyers to rate sellers for shipping cost on free shipping, is a seller can still charge a shipping cost, even if they listed the item as free by sending an invoice or charging for insurance (which will be going away in September). This is something we'll continue to look at and see if we come up with a solution that will work well for both buyers and sellers.


Q: The "to ensure lower volume sellers are not penalized as a result of one or two transactions" doesn't jive with "it will take at least four instances..." I had four instances from one transaction. Because the guy was mad that I filed a UPI. Does "instances" really mean transactions? Or is it truly individual instances. If it's transactions, will someone update the wording?

A: When calculating the count or percentage of low DSRs we will evaluate each DSR category (Item as described, Communications, etc.) separately. So, in the circumstances you outlined you would have 1 low DSR for each of your 4 DSR categories, which would not make you ineligible for the Top rated seller program.


Q: All need is 1 or 2 buyers ding DSRs stars and we the sellers will take a long time to recovered.

A: It will take more than one buyer, but you are correct it only takes a couple. There are many sellers (my guess you are one of them) who currently meet the standard. From buyer research we know these sellers consistently create great buyer experiences which drive traffic back to the marketplace and our sellers. Those are the sellers we want to reward - it's a high bar, intentionally. But we know all levels of eBay sellers selling across all our categories can qualify - because so many already do.


Q: Are we going be seeing sellers on the site with 4.8 and 4.9 DSR's on all 4 attributes that aren't going to be able to qualify because of a couple 2's on one category?

A: Yes it's possible. But we will also be rewarding sellers who are currently 4.7 who have received all 4's and 5's (haven't created any bad buying experiences, yet today are not rewarded). A seller with 5's and 1's to get to 4.8 is not as good as a seller with 4's and 5's - according to our buyer's



Garnor / Seller Experience / eBay

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