Ebay CS have no clue!

jwil

I complained about a member who has left low stars and glowing feedback and this is the response I got :mad:

Thank you for writing to eBay Customer Service about the Detailed Seller Rating that you received from your buyer “xxxx”. I understand how this may dismayed you to receive low ratings under a positive feedback, please let me look into this.

Before I proceed, I would like to let you know that we appreciate your effort in providing the best service to your buyer and we know how challenging it is to be a seller. On a good note, I would also like to acknowledge that you have specified the item description in your listing properly.

xxx, I’d like to inform you that buyers and sellers can only see average scores for Detailed Seller Ratings, not the specific ratings. Please be guided that eBay is just a venue where you can buy and sell things, at no point we don’t have any possession to intervene on our members transaction.

Rest assured that Detailed Seller Ratings don't affect a seller's overall Feedback score. Average ratings are calculated on a rolling 12-month basis and only appear when at least 10 ratings have been received.

Furthermore, I’ve checked your Seller Dashboard and I am happy to tell you that you have nothing to worry because you still have a good standing.

Also, please understand that we cannot see the specific rating that the buyer's left because only the buyer who left this rating can see that. I appreciate if you will understand that we don't have control to remove this rating as we are giving the privilege to all the buyers to provide feedback and ratings based on their experience.

I have here the link for you to know more about the seller performance standard:

http://pages.ebay.co.uk/help/policies/seller-non-performance.html

On the other hand, rest assured that our systems are constantly updated and allow us to identify and take action on any accounts found to be in breach of our Feedback policy.

Buyers who show a pattern of leaving positive Feedback and low DSRs will be reviewed and appropriate action taken. Any damaging Feedback they leave will also be removed.

Sellers can also report a breach of our policy on Feedback Manipulation by copying this link into a new browser window:
http://pages.ebay.com/help/policies/feedback-manipulation.html

I trust this information clarifies the matter. I wish you all the best on your future trading here on eBay.

soolin

Personally I would always phone them rather than email.

However, their response echoes one I had recently- my CS guy was surprised I knew who had left my low star, he said I wasn't allowed to manipulate my reports to identify a particular buyer- he was shocked when I told him that the DSRs are no longer anonymous , he was truly unaware of that.

Just as an aside on another thread someone said that leaving feedback for a seller they had a note to say that buyers should be aware that stars are no longer anonymous. I have just left some feedback and have not had that warning, so once again eBay have different policies in place for different people.

jwil

I've had success before in getting feedback removed by email, so I think like everything, it depends on who you get.

I will probably try and call.

I do look forward to the satisfaction survey I get for this though!

I've just left feedback for someone - if I hover the mouse just slightly outside of the stars area a little box pops up -

"Keep in mind that detailed seller ratings aren't anonymous-sellers can see the individual ratings they receive."

It doesn't show if I am over the stars, just when I'm slightly outside of the area.

jwil

Tweaker wrote: »

Can I ask how you can see who left what stars, I can't see this option on my dashboard.

Go to your seller dashboard, click on where it says the % of your transactions that had defects, then under the box it says 'to see which transactions had defects, download a report'

You can then see the item numbers and what your defect was.

jwil

Well I replied to the initial email and a different advisor has replied now saying exactly the same thing.

I will have to call in the week as I can't today.

soolin

Tweaker wrote: »

Can I ask how you can see who left what stars, I can't see this option on my dashboard.

Go to your seller dashboard > click on 'your percentage' of your transactions had defects > near the bottom of that pop up 'download report' and that shows all the transaction numbers that have resulted in a defect.

This doesn't work for older defects - which is why many sellers are cross as if you are going to be penalised for them you ought to be able to darn well see them.