eBay Workshop: New Feedback System Changes - December 5th in Community Help Boards in Community

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Last Post Dec 5, 2005 2:07 PM by: deirdre@ebay.com

Replies: 71

eBay Workshop: New Feedback System Changes - December 5th

Nov 9, 2005 10:14 AM

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Topic: eBay Workshop: New Feedback System Changes

Host: eBay Staff
Date: Monday 12/05
Time: 13:00 to 14:00 PST
Location: Workshop Board

Description: eBay will be making two changes to the feedback system: 1) Beginning November, we will be requiring new members (those who have 10 or fewer feedback) to complete a tutorial before leaving neutral or negative feedback and 2) beginning in December, we will be removing feedback ratings (not comments) left by buyers who don't participate in the Unpaid Item process for that item. Please join Brian Burke, Senior Marketplace Policy Manager, Amjad Hanif (Group Product Manager), Jon Logan (Product Manager) and other eBay staffers to learn about 1) what these changes to the Feedback system mean, 2) how they work, 3) why we believe these changes are important for the Community, and 4) what other changes are planned for the Feedback system. This session will be dedicated entirely to questions and concerns about this new Feedback system change.

Hope you can join us!

Deirdre
eBay Community Development

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eBay Workshop: New Feedback System Changes - December 5th

Dec 5, 2005 12:59 PM

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Welcome and thanks for joining us today!

We love workshops to be interactive, so please feel free to ask your questions that directly relate to this topic.

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Cheers,

Deirdre
eBay Community Development

eBay Workshop: New Feedback System Changes - December 5th

Dec 5, 2005 1:02 PM

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Am I the first one here?

eBay Workshop: New Feedback System Changes - December 5th

Dec 5, 2005 1:02 PM

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Let me get a FAQs up to help make the changes we're making easier to understand:

1. What specific changes to the feedback system are being made?

We are introducing three changes. The first change requires new members to complete a brief tutorial before leaving neutral or negative feedback. Second, we will remove the feedback ratings (not comments) left by buyers who don't participate in the Unpaid Item process on eBay for that item. Third, we are updating and clarifying the messaging on the interstitial page viewed by all members prior to leaving a negative or neutral comment.

eBay Workshop: New Feedback System Changes - December 5th

Dec 5, 2005 1:03 PM

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For your new change #2. Does it apply to auctions closed before December 05?

eBay Workshop: New Feedback System Changes - December 5th

Dec 5, 2005 1:03 PM

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2. Why will members with 10 or fewer feedback be required to take a brief tutorial prior to leaving their first negative or neutral comment?

Our data shows that members with 10 or fewer feedback leave a disproportionate amount of negative feedback. The goal of the tutorial is to ensure that new members understand three elements of feedback before leaving a negative or neutral feedback: 1) the feedback system; 2) the various methods of communicating with their trading partner and 3) that the feedback system is a reputation system rather than a communication system.

eBay Workshop: New Feedback System Changes - December 5th

Dec 5, 2005 1:04 PM

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3. Why is eBay changing the interstitial page members see prior to leaving a negative or neutral feedback?

We’re updating the page in an effort to increase communication between members. The updated page will emphasize the importance of communicating with your trading partner prior to leaving feedback. It will also urge members to make sure they have given their trading partner enough time to fulfill their obligations.

eBay Workshop: New Feedback System Changes - December 5th

Dec 5, 2005 1:04 PM

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4. Why is eBay withdrawing feedback ratings from members that fail to participate in the Unpaid Item process?

We believe that members who do not to participate in the Unpaid Item process on eBay should not be able to have an impact on another member’s reputation. With this change eBay will begin automatic withdrawal of feedback ratings left by buyers who do not participate in the Unpaid Item process on eBay for that item. This means the rating (whether positive, neutral or negative) will not affect the recipient's feedback score. The feedback comment itself will remain and will include an administrative note from eBay indicating that the feedback rating was removed because the member did not participate in the Unpaid Item process on eBay. In addition, the red icon will be removed.

eBay Workshop: New Feedback System Changes - December 5th

Dec 5, 2005 1:05 PM

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5. Why doesn’t eBay remove the feedback comment as well as the rating when a member fails to participate in the Unpaid Item process?

There is value to the overall marketplace in keeping the history of feedback exchanges visible – even when the feedback rating has been removed. Here are a few examples:

1. feedback comments give members the opportunity to identify trends with a particular buyer or seller before trading.

2. there are times when a buyer won’t respond to the Unpaid Item process on eBay, yet has already paid

3. the buyer may not respond on eBay within the timeframe given, yet their comment was warranted (remember, a buyer only has 7 days to respond, and many buyers aren’t on our site daily).

We believe that more harm will be done to the Community should member feedback comments be removed.

eBay Workshop: New Feedback System Changes - December 5th

Dec 5, 2005 1:05 PM

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6. Does this change mean eBay will withdraw feedback when members don’t respond to the process on eBay in good faith?

Any response will be considered valid. eBay can’t make determinations on the validity of a response or whether a member was responding in good faith. If we attempted to make such determinations we would be required to make judgments on all responses, something that would be extremely difficult to do -- not to mention cost prohibitive -- given the exceptionally high volume of feedback responses received daily.

eBay Workshop: New Feedback System Changes - December 5th

Dec 5, 2005 1:05 PM

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7. Will there be any other changes to the Unpaid Item process?

Yes. When a seller files an Unpaid Item notice today, the buyer is sent one email and is presented a notice upon sign-in. We will increase the number of email notifications we send to the buyer to ensure they understand the need to pay as well as the consequences of not participating in the process.

eBay Workshop: New Feedback System Changes - December 5th

Dec 5, 2005 1:06 PM

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Does this mean that Possatives won't count either If the poster Does not complete the tutorial?
and what about undeservered past neg's?

eBay Workshop: New Feedback System Changes - December 5th

Dec 5, 2005 1:06 PM

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8. When will eBay be launching Removing feedback ratings (not comments) left by sellers who do not respond to the Item Not Received process?

Our current plan is for this phase to launch in 2006. Our teams are working to the eBay and PayPal systems to make this possible. We’ll update you after the first of the year on our progress.

eBay Workshop: New Feedback System Changes - December 5th

Dec 5, 2005 1:06 PM

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9. What is meant by “Removing feedback ratings (not comments) left by sellers who do not respond to the Item Not Received process”?

Similar to the Removing feedback ratings (not comments) left by buyers who do not respond to the Unpaid Item process, once this feature is launched eBay will remove feedback ratings left by sellers who do not respond to the Item Not Received process on eBay.

eBay Workshop: New Feedback System Changes - December 5th

Dec 5, 2005 1:07 PM

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hi.

we just received 2 negs

from NPBs that we filed last night. This customer did not participate in the UPI process.

Have you started the auto-removal of the rating yet? (I know the comment will stand)

If so, how long will it generally take?

thanks

footnotes

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