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How to fill out the eBay's Detailed Seller Ratings (DSR's) - feedback

The IMA believes eBay buyers are very smart consumers who have not been well informed regarding the recent feedback changes. One key area that is important for eBay buyers to understand is the new feedback rating system - DSR’s.

Based on the criteria above, It would be normal for a buyer to assume that a rating of 4 's is a good rating for the seller.

Based on the above definitions, it would mean that:

• the description was accurate
• you were satisfied with the communication
• you felt the item was shipped quickly at a reasonable cost

Unfortunately, the reality is that any rating lower than 5 's can have a significant negative impact on sellers and the eBay community as a whole because eBay has structured the system to reward sellers with over a 4.5 average, and to penalize sellers with under a 4.5 average.

Yet from the wording of the allowed ratings a buyer would never know this and most would naturally assume that a 4 star rating is a very good rating. After all, staying in a 4 star resort is considered to be very good in the real world and 5 star resorts are rare (and extremely expensive).

If a seller has a 4.6 or lower rating, eBay will penalize that seller by charging them higher fees, and disadvantaging that seller’s items in search.

What this means to you, as a buyer?

Unfortunately, what this can mean is higher prices. The more fees eBay sellers pay, the more they must charge for their items. When a seller’s items are disadvantaged in search, sales slow and prices increase.

FEEDBACK - Yes, those , and 's !

In addition to the DSRs, eBay asks you, the buyer, to give the transaction an overall rating of either :
Positive” , “Neutral” or “Negative”

This seems pretty self-explanatory, but things are not always as they appear. The term that is misleading is “Neutral”. Normally, if something is rated as neutral, it would have no effect on a score. However, eBay calls the score a Positive Feedback percentage. They calculate the score by dividing the total number of positives by the combined number of positives, neutrals, and negatives.

Therefore, a neutral impacts a seller’s feedback percentage in exactly the same manner as a negative.

Feedback displayed examples could be :

A seller has 100 's and ONE , their feedback % is 99% and not 100%
A seller has 100 's and ONE , their feedback % is 99% and not 100%

So it must be emphasized that if you leave a seller a Neutral, it will impact their feedback percentage in exactly the same manner as a negative, which can cause eBay to penalize the seller as described above.

Sellers understand they must earn your positive feedback and want to hear from you if you feel that the transaction was less than a positive experience. We strongly encourage you to email the seller with any problem and allow them the opportunity to resolve your issue. The IMA believes that people are basically good and that most problems can be worked out amicably between the two parties.

A Note about the Two Shipping Stars:

Shipping and handling charges should be the only star rating you know at the time of purchase, as the charges are specified upfront. It should be noted that sellers have little or no control over what the shipping carriers charge for transporting items. Some very large companies receive large discounts on shipping, but very few eBay sellers receive discounts. Please keep in mind that there is really no such thing as free shipping. It is paid to the shipping company by the seller, who must then incorporate this cost into their prices. Since the buyer is aware of the shipping and handling charges before purchasing the item, the most important points to consider when leaving a star rating for Shipping and Handling Charges are not the actual charges, but the following:

Did the seller:

1. Quote the shipping price in the original auction listing?
2. Ship using the method stated in the auction?
3. Pack the shipment safely, using appropriate packing materials?
4. Charge a reasonable shipping price, compared to other online sellers?

The answers to these questions should guide you toward the correct star rating.

Important Points to Consider when leaving a Star Rating for Shipping Time:

The most important consideration for the Shipping Time star is when was the item actually shipped, not when was the item delivered. This is particularly true for International orders, which are often delayed by Customs or Postal Inspectors upon entry into your country. You can easily assess when the package was shipped by the postmark or other similar date marking, and rate the seller based on this date, not the overall delivery date. If you require your item be expedited, we recommend contacting your seller before issuing payment. In many cases they can offer overnight or expedited shipping at an additional cost.

Final Comments:

Leaving a neutral or negative feedback, or leaving DSR scores of less than 5, is not the best way to get a seller to fix a problem since these ratings can't be removed or changed. As these ratings can't be removed or changed, once they are left, they are left, and eBay recalculates the feedback percentage that represent this seller's reputation. Again, if you are having difficulties with the item you received, please give the seller the chance to make things right before leaving neutral or negative feedback, or a lower than 5 DSR rating.

About the IMA - The Internet Merchants Association (IMA) is an independent non-profit association.

It is organized exclusively for educational purposes within the meaning of section 501(c) (6) of the Internal Revenue Code. The Association’s purpose is to foster a wider understanding and appreciation of internet commerce, specifically regarding selling goods or services on the internet. This will be accomplished by providing education, information, organization, technical assistance, and publications relating to internet commerce. Membership in the IMA is open to all individuals who sell goods and services on the internet.

For further information about the IMA including membership,
Please visit our website at www.imamerchant.org, or email us at info@imamerchant.org