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Upcoming Changes to Feedback

Feedback changes in 2008

eBay’s Feedback system continues to evolve as community makeup and the online marketplace dynamics change.

 

The eBay Feedback system was originally designed to provide a simple, honest, accurate record of the buyer's and seller's online experience to ensure safe and satisfactory trade. It was driven by two factors: transparency and accountability. Over time, we found that the transparency of the existing Feedback system makes some members reluctant to hold others accountable. For example, buyers fear retaliatory Feedback from sellers if they leave a negative.

 

Therefore, we'll be making a few significant changes to eBay's Feedback system to continue to improve accuracy and accountability. Within six months, these changes should help to differentiate and reward sellers who provide a positive buying experience on eBay.

 

Expand all | Close all

 

What is changing?

 

What changes are being made to the eBay Feedback system?

 

There are five key elements to the new Feedback system being introduced in the first half of 2008:

 

1. Beginning in February, buyers and sellers will be able to earn up to one Feedback per week from the same trading partner. Today, members may only affect each other's Feedback scores one time, regardless of the number of transactions between the parties. This change will both encourage repeat transactions and reward good service.

2. Sellers will no longer be able to leave negative or neutral Feedback for buyers. This change will occur in May, 2008.

3. Removal of negative and neutral Feedback left by members who are suspended or who fail to respond to the Unpaid Item Process (UPI).

4. Positive Feedback percentage will be based on the past 12 months of Feedback, rather than lifetime, since it is most indicative of the seller's recent performance.

5. Restrictions on when Feedback can be left:

* Buyers must wait three days before leaving negative or neutral Feedback for sellers with an established track record

* Instead of 90 days, members will be able to leave Feedback for 60 days

 

 

Why would the new initiatives work better for the marketplace?

 

We believe that we will reduce any imbalance in the Feedback system with these changes. Buyers will be able to more accurately assess sellers and sellers will be protected from buyers who violate our policies without risking a cut in good buyer activity.

 

We believe that:

 

1. buyers will be more honest when they leave Feedback since they will not fear retaliatory negative Feedback.

2. buyers will bid more and higher since their trust in the Feedback system and the sellers will increase.

3. our best performing sellers will be able to differentiate themselves from all other sellers and increase the amount of business they receive as buyers gravitate towards them.

4. sellers will leave Feedback upon payment more often in order to increase their chance of receiving positive Feedback.

 

 

Is eBay favoring buyers over sellers with this change?

 

The change in the Feedback system is designed to improve the eBay marketplace which should benefit both buyers and sellers. Improving the Feedback system should increase the number of buyers whose expectations are met. This should result in more buying activity which will benefit sellers.

 

 

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Why is it changing?

 

Why is eBay making these changes?

 

* Repeat Feedback credit

Sellers who drive repeat business should be rewarded when they receive repeat Feedback. The current system only enables a member to impact another member's score once. This hurts sellers who deliver great buying experiences and drive repeat business.

* No negative or neutral Feedback for buyers

The current system prevents buyers from leaving honest Feedback as they fear retaliation from the sellers if they leave a negative. This makes it hard for buyers to distinguish between sellers while making bidding or buying decisions. In addition, when buyers receive negative Feedback, they reduce their activity in the marketplace, which in-turn harms all sellers.

* Removal of negative and neutral Feedback from suspended members

Members who are suspended for Unpaid Items or other offenses should not be permitted to harm the reputation of members in good standing.

* Restriction on when negative or neutral Feedback can be left

A time limit should be placed on how quickly negative and neutral Feedback can be left. This will encourage communication, drive members to leave positive Feedback and will limit Feedback extortion.

 

 

Why can't sellers leave negative and neutral Feedback for buyers?

 

Since buyers take the primary risk in a transaction (sending money to a stranger), the goal of the Feedback system should be to enable them to accurately assess seller performance. This facilitates safe and satisfactory trading.

 

When buyers receive negative Feedback, they reduce their activity in the marketplace, which in-turn harms all sellers.

 

The threat of receiving retaliatory negative Feedback from sellers, prevents buyers from leaving honest feedback about sellers, undermining the accuracy and value of the Feedback system.

 

 

Doesn't this change create an imbalanced system?

 

We believe we will reduce any imbalance in the Feedback system with these changes. Buyers will be able to more accurately assess sellers and sellers will be protected from buyers who violate our policies (via the Unpaid Item system and other reporting) without risking a cut in good buyer activity.

 

 

Why is eBay increasing the number of buyers a seller can block from 1000 to 5000?

 

This enhancement to the Blocked bidder list feature is being made on popular demand from sellers. Though the list has been expanded, we recommend that our sellers use the tool judiciously.

 

 

Why is eBay preventing buyers from leaving negative or neutral Feedback within three days of the end of a listing?

 

Most negative or neutral Feedback left in the first few days is due to lack of communication between the buyer and the seller. We believe that this three-day restriction will create a "cool down" period and encourage communication before the buyer decides to leave negative Feedback. If the buyer still feels the negative Feedback is deserved at the end of the three-day period, there will still be an opportunity to post honest Feedback.

 

 

Why is eBay reducing the amount of time a member can leave Feedback from 90 days to 60 days?

 

Today less than 5% of all Feedback left is between day 60 and day 90. There are some legitimate reasons to leave Feedback after 60 days, but with electronic payment methods like PayPal and more options for overseas shipment, transaction times have decreased since the Feedback system was created almost 12 years ago. Further, it is important that members leave Feedback early in order to let other members know whether their experience was positive or negative.

 

 

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Ensuring seller protection and performance

 

Will sellers still have access to Buyer Requirements to manage their buyers?

 

Yes. The Buyer requirements tool enables sellers to prevent or limit the buyers from bidding or buying their items if certain criteria have not been met. The criteria are:

 

* buyer is registered in a country where seller doesn't ship to

* buyer has negative FB score

* buyer has a recent Unpaid item strike

* buyer does not have a PayPal account

 

 

What is the benefit of using Buyer Requirements?

 

The primary benefit of the Buyer Requirements tool is that it enables the seller to determine which buyers can bid or buy from them. For example, if the seller requires the buyer to be registered with PayPal (the buyer doesn’t need to pay with PayPal, just be registered) they have 80% fewer Unpaid Item claims compared with sellers who do not have this requirement.

 

 

Will Immediate Payment still be available?

 

Yes. Immediate Payment enables a seller offering fixed price items to require an immediate payment. This prevents a buyer from having second thoughts and not completing the transaction. Sellers offering fixed priced items can select this option during the listing process and eliminate the Unpaid Item process.

 

 

What criteria will eBay use to identify buyers who violate eBay Policy?

 

The same criteria as today. Reports from sellers based on specific policy violations such as Unpaid Item, transaction interference, Feedback Abuse and Feedback extortion.

 

 

What thresholds will eBay use to suspend buyers who violate eBay Policy?

 

Thresholds will vary based on the severity and frequency of the offense. A buyer who maliciously bids on 20 items will likely be suspended. A buyer who fails to pay for one item will be given a strike, and if the pattern continues, suspended.

 

 

What happens when a buyer uses negative Feedback as a threat to receive better service or additional goods/services from the seller?

 

If a buyer uses the threat of negative Feedback to demand more than what was promised in the item description (e.g. wants overnight delivery but only paid for standard delivery) the seller should immediately report the buyer to eBay.

 

* If there is clear evidence of extortion eBay will take action typically on a first offense

* If a buyer shows a pattern of malicious behavior (multiple seller reports such as UPI), eBay will most likely suspend the buyer

 

If we suspend the buyer, any negative or neutral Feedback the buyers left for sellers will be removed. Sellers should only file these complaints when the buyer asks for more than what is promised in the listing. Filing a false claim may result in seller suspension.

 

 

What happens when a buyer fails to pay for an item?

 

If your buyer has failed to pay for an item, you should file an Unpaid Item (UPI) claim. If the buyer fails to respond to the UPI report, then any negative or neutral Feedback they have left will be removed. If the buyer shows a pattern of such behavior and is suspended for UPI, any negative or neutral Feedback they left will be removed. Sellers should only file an Unpaid Item claim when the buyer did not pay. Filing false claims may result in seller suspension.

 

 

What happens when the buyer fails to pay the full amount (pays for item price but not shipping/handling charges or pays for standard shipping but wanted overnight)?

 

If the buyer does not pay the full amount required to complete the transaction, here are some steps you can take.

 

* If the item hasn't shipped notify the buyer of their mistake.

* If the buyer is unwilling to pay the full amount, you can refund their money.

* If the buyer threatens to leave you negative Feedback, report this to eBay for a violation of eBay's Feedback Extortion policy. eBay will take action on members that demonstrate a pattern of abuse.

 

Sellers should only file these complaints when the buyer asks for more than what is promised in the listing. Filing false claims is a violation of eBay policy and may result in account suspension.

 

 

What happens when an item is shipped but the postal service delays/loses the item?

 

As with any business, mistakes happen. A third party's error (employees, contractors, partners, suppliers, etc.) may impact a buyer's perception of the seller's business. When such mistakes occur, it is important to focus on what is in your control and attempt to satisfy the buyer. Try and place yourself in the buyer's shoes - from their perspective they have paid for the item but have not received the item yet, and you are the point of contact, not your shipping carrier. If you're unable to satisfy the buyer, you may have to move on - not all buyers can be satisfied. Most people understand that mistakes will, on occasion, occur. And most are willing to give people the benefit of the doubt if there is an honest effort being made to address the issue.

 

 

I let the buyer know that I ran out of stock yet they still left me a negative?

 

Selling an item and then backing out of the transaction for any reason is a violation of eBay's Seller Non Performance policy. When a buyer does not receive an item already paid for, especially if hours were spent on the winning the auction, it accounts for a bad buying experience. Sellers should always notify buyers if they run out of stock and offer the buyer a full refund, though this does not ensure that the buyer will still not leave a negative.

 

If the buyer leaves a negative Feedback even after you refunded the money, the buyer's use of the system to leave negative Feedback is still appropriate.

 

Here's an example: If a buyer called a store, paid for an item over the phone with a credit card, drove to pick it up and then learned that the item was out of stock, the buyer will be disappointed and may tell his friends even after the seller credited the buyer's credit card.

 

 

What happens if a buyer bought the wrong item and leaves me a negative because I don't accept returns?

 

If a buyer has purchased the incorrect item, and you do not have a return policy, which you believe may cause you to receive negative Feedback, here are a few steps you can take:

 

* First, professionally let the buyer know about your selling policies.

* Review your listings to make sure the item is well described and your terms are clear and concise. Excessively long descriptions can sometimes create problems.

* Lastly, some selling policies, such as no refunds, limits on how a buyer may pay, descriptions that hide details in the fine print, etc., may increase your likelihood of receiving negative or neutral Feedback from a buyer.

 

 

Back to top

 

 

Negative and neutral Feedback removal

 

Will sellers still have access to Buyer Requirements to manage their buyers?

 

Yes. The Buyer requirements tool enables sellers to prevent or limit the buyers from bidding or buying their items if certain criteria have not been met. The criteria are:

 

* buyer is registered in a country where seller doesn't ship to

* buyer has negative FB score

* buyer has a recent Unpaid item strike

* buyer does not have a PayPal account

 

 

What happens to negative Feedback left by currently suspended members?

 

Negative or neutral Feedback left by currently suspended members will be removed in late May/June.

 

 

Why is eBay removing negative and neutral Feedback left by suspended members?

 

Members who are suspended for unpaid items or other offenses should not be permitted to harm the reputation of members in good standing.

 

 

Will the negative or neutral Feedback removed due to member's suspension be reinstated?

 

Feedback removal due to member's suspension is permanent and will not be reinstated for any reason, except if the member was suspended by mistake.

 

 

Now that sellers can no longer leave negative Feedback for buyers, will all the negative and neutral Feedback they have left so far be removed?

 

Negative and neutral Feedback left for buyers prior to the change will remain unless the seller is suspended. Remember though that your positive Feedback percentage will only be based on Feedback earned in the past 12 months.

 

 

Why are the Feedback comments and ratings being removed when a buyer fails to respond to the Unpaid Item process instead of de-scoring it as is done today?

 

We've been de-scoring Feedback left by buyers who do not respond to the Unpaid Item (UPI) process for a few years. We now feel that this is unfair to sellers who willingly participate in the process only to get comments from members who have not completed their part of the transaction or responded to the UPI process.

 

 

Can Feedback still be removed via the Mutual Feedback Withdrawal system?

 

The current Mutual Feedback Withdrawal system will remain in place until the second half of 2008. The Feedback system will continue to evolve as community makeup and the online marketplace dynamics evolve.

 

 

May I still use online dispute services like SquareTrade and Net Neutrals to have negative Feedback removed?

 

Current rules for negative Feedback removal under dispute resolution will still apply. The guidelines for removal may change as we adjust eBay's Mutual Feedback Withdrawal system during the second half of 2008.

 

 

Will Detailed Seller Ratings (DSRs) be impacted if Feedback is removed based on member suspension?

 

Similar to what happens today, if eBay removes a Feedback rating for any reason, the corresponding Detailed Seller Ratings will also be removed and it will no longer impact the seller's ratings.

 

 

Back to top

 

 

Recent Feedback (12 months Positive Percentage)

 

Why is eBay basing the Positive Feedback percentage on the past 12 months and not on lifetime Feedback?

 

Positive Feedback percentage will soon be based on only on the past 12 months. Here's why:

 

* Recent Feedback is more representative of the experience a buyer should expect from a seller.

* Twelve months is long enough to show trends and patterns and will enable buyers to make more informed decisions.

* It is also a long enough period of time to prevent a single bad transaction from having an overly negative impact.

 

Please note that members will still be able to view the complete history and all comments will be available.

 

 

Will the change to the Feedback percentage, basing it on 12 months, also impact my Feedback score?

 

The Feedback score (count of all Feedback earned) will continue to be based on all Feedback earned by the member since registration, except those withdrawn, de-scored or removed.

 

 

How will eBay calculate the Positive Feedback percentage?

 

The Positive Feedback percentage will be calculated by dividing all positive Feedback earned in the past year by all positive, neutral and negative Feedback.

 

 

Weren't Detailed Seller Ratings (DSRs) supposed to address buyer's needs? Are they not performing as planned?

 

DSRs provide eBay and buyers with structured data around the most important aspects of a trade, such as item description, communication, shipping time, and shipping & handling charges. They help buyers make more informed decisions and are providing eBay with valuable data to help distinguish sellers. The upcoming changes should make DSRs more valuable as buyers leave more candid Feedback without the threat of retaliation.

 

 

Back to top

 

 

Repeat Feedback credit

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JANUARY 30--A Mississippi teacher admitted to cops that she had sex with a 15-year-old male student to whom she sent explicit text messages and trysted with in her Jaguar, which bore the license plate "GRRRRR." Those are just some of the sleazy details in a Biloxi Police Department report detailing Rebecca Dawn Bogard's alleged sexual assault of the boy, who the 27-year-old educator taught at the Biloxi Alternative School (which is described in the January 18 report, which you'll find below, as a school for troubled teens). According to the document, Bogard referred to the teenager as "her little 'sex fiend'" in one text message. Investigators were contacted by the boy's mother after she discovered raunchy messages on the boy's phone, including one from a "Dawn" who wrote, "I love you, yeah it was the best, which night was the best 4 you, I'm sensitive but not sore, you were good..." Bogard, pictured in the mug shot at right, is facing felony sexual battery charges. She has been suspended with pay and is free on $50,000 bail. (2 pages)

 

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0130082biloxi1.gif

 

0130082biloxi2.gif

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....shit.

 

I need to get up on this "making teh oontz" shit.

 

 

I've got music floating around in my head all day, but nowhere to put it at.

 

you're a faaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaggot

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Driver drops bid to sue family of boy he killed

 

HARO, Spain (CNN) -- A Spanish businessman withdrew a controversial lawsuit Wednesday against the family of a teenage boy he struck and killed while driving a luxury car.

 

Tomas Delgado had filed a suit asking the dead boy's parents to pay him €20,000 ($29,400) on the grounds that the collision that killed their teenage son also damaged his Audi A-8.

 

News of the case sparked outrage in Spain and generated deep sympathy for the parents of 17-year-old Enaitz Iriondo Trinidad. He was riding his bicycle home to a campground when Delgado's car hit and killed him in August 2004.

 

Hundreds of people descended on a courthouse in northern Spain in a show of support for the boy's parents Wednesday. They broke into applause when word came that Delgado had dropped the suit.

 

The businessman had insisted in a recent television interview that he was a victim, too. He was not present for a court hearing Wednesday. His lawyer told the court that Delgado felt that the extensive publicity amounted to a public lynching.

 

Outside the courthouse, the boy's father -- Antonio Iriondo -- told CNN he was content with the decision. Yet he also said his family will explore the possibility of criminal charges against the man.

 

"This is just the beginning," the father said.

 

His son was killed as he cycled back from a nearby village to a campground where his family was vacationing.

 

Iriondo Trinidad's father told CNN he heard the screeching of the car from the campgrounds. The teen was struck from behind and dragged 106 meters (347 feet) along the rural highway, the father said.

 

A traffic report said Delgado was traveling 113 km per hour (70 mph) in an area where the speed limit is 90 km (55 mph). An independent expert hired by Trinidad's family said Delgado was going 173 km per hour (107 mph).

 

Shortly after the collision, a judge dismissed criminal charges against Delgado after concluding that he had committed no criminal infraction, the Spanish newspaper El Pais reported.

 

The teen's mother, Rosa, told the newspaper that the family was given three days to appeal the judge's ruling, but they were too distraught to pursue it. She also told the newspaper that her family's lawyer advised her and her husband not to pursue criminal charges.

 

After the collision, Delgado's insurance company paid the family €33,000 ($48,500).

 

Two years after the wreck, Delgado sued the family for damages to his car and for car rental costs.

 

The boy's mother told CNN before the hearing that she was indignant that the driver would seek damages after killing her son.

 

A local prosecutor told reporters that he would take a second look at the case to see whether authorities can file fresh charges against Delgado

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