Ebay's DSR (Detailed Seller Rating) System Must Be Revised or Eliminated
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The DSR (Detailed Seller Rating) System is unfair and makes doing business on eBay difficult. If a seller has a 4.2 out of 5 stars in one category, this means that his/her items may appear lower in search results. An average DSR of below 4.1 means that eBay can essentially put the seller out of business.
An average of 4 or above means that customers are satisfied. This feedback system means that if a seller has an average of 4 out of 5 stars, which means that they MEET expectations, they are regarded as having poor customer satisfaction.
If that was not enough, the seller's items then appear lower in search results, which makes it even harder to make sales and raise DSR ratings. This essentially means that the seller has to give the customer more than they promised in order to get ratings of "better than expected." If the customer gets exactly what they expected, and rates the seller as such, why does this mean that the seller has poor customer satisfaction? This is completely nonsensical.
It is obvious to both us and you (eBay has publicly acknowledged this) that most sellers who struggle with DSR ratings have their lowest rating in Shipping and Handling Charges. Honest sellers charge exactly their cost in shipping and handling, and of course we cannot control how fast the item gets to the customer once it is out of our hands. However, customers are still free to give negative feedback and poor DSR if the item does not arrive when they think it should, even if it arrived EARLIER than promised!
It is unfair to penalize sellers unless their ratings are consistently 3 stars or lower. Customers can see average seller ratings. The rare customer that doesn't want to buy something because the seller doesn't have a perfect rating is free to shop elsewhere. There's no reason for eBay to penalize sellers who don't always get 5 stars for everything. This also makes it harder for smaller businesses, because while larger businesses can easily compensate for one or two 3 star ratings, a smaller business will have a very difficult time. This new detailed rating system is hurting small businesses at a time when we can least afford it.
We also can't see any of the detailed seller ratings, so we have no idea if we are being rated unfairly, and therefore we have no recourse if a buyer
leaves inaccurate detailed feedback.
Ebay, you make your money off of our businesses. Please treat us with respect, and give some thought to our needs. The DSR system must be eliminated or heavily revised. If it is not, eBay may find that their sellers are giving up on them and driving traffic to other auction sites.
An average of 4 or above means that customers are satisfied. This feedback system means that if a seller has an average of 4 out of 5 stars, which means that they MEET expectations, they are regarded as having poor customer satisfaction.
If that was not enough, the seller's items then appear lower in search results, which makes it even harder to make sales and raise DSR ratings. This essentially means that the seller has to give the customer more than they promised in order to get ratings of "better than expected." If the customer gets exactly what they expected, and rates the seller as such, why does this mean that the seller has poor customer satisfaction? This is completely nonsensical.
It is obvious to both us and you (eBay has publicly acknowledged this) that most sellers who struggle with DSR ratings have their lowest rating in Shipping and Handling Charges. Honest sellers charge exactly their cost in shipping and handling, and of course we cannot control how fast the item gets to the customer once it is out of our hands. However, customers are still free to give negative feedback and poor DSR if the item does not arrive when they think it should, even if it arrived EARLIER than promised!
It is unfair to penalize sellers unless their ratings are consistently 3 stars or lower. Customers can see average seller ratings. The rare customer that doesn't want to buy something because the seller doesn't have a perfect rating is free to shop elsewhere. There's no reason for eBay to penalize sellers who don't always get 5 stars for everything. This also makes it harder for smaller businesses, because while larger businesses can easily compensate for one or two 3 star ratings, a smaller business will have a very difficult time. This new detailed rating system is hurting small businesses at a time when we can least afford it.
We also can't see any of the detailed seller ratings, so we have no idea if we are being rated unfairly, and therefore we have no recourse if a buyer
leaves inaccurate detailed feedback.
Ebay, you make your money off of our businesses. Please treat us with respect, and give some thought to our needs. The DSR system must be eliminated or heavily revised. If it is not, eBay may find that their sellers are giving up on them and driving traffic to other auction sites.
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