Feedback

1. What changes to the eBay Feedback system is eBay making?

   eBay is introducing two changes to the Feedback system:

   1. In addition to leaving an overall positive, neutral or negative Feedback, buyers will now have the option to leave Detailed Seller Ratings for the seller on four aspects of a transaction:
      • Item description
      • Communication
      • Delivery time
      • Postage & Packing charges
   2. The item title and item price for each Feedback will be visible on the Feedback Profile page so that buyers can more easily determine the item price and type of item associated with a particular Feedback.
   
   
2. What are Detailed Seller Ratings?

   Detailed Seller Ratings enable buyers to rate sellers on four aspects of a transaction:

   • Item description
   • Communication
   • Delivery time
   • Postage & Packing charges

   Buyers rate the sellers on a 1 to 5 scale, with 1 being the lowest and 5 the highest rating. The average of all ratings is displayed on the Feedback Profile page.

3. Will these changes replace the existing positive, negative, neutral ratings?

   The Detailed Seller Ratings do not replace the current Feedback system. A buyer must first leave a current Feedback rating and comment before leaving Detailed Seller Ratings.

4. How will Detailed Seller Ratings be displayed?

   Detailed Seller Ratings are represented by stars on the Feedback Profile page. The specific percentage will not be shown. The stars will be rounded to the nearest 1/2. So if a seller has a score of 4.39, they will receive 4 1/2 stars.

5. Why has eBay added Detailed Seller Ratings?

   Detailed Seller Ratings provide buyers with more information when evaluating seller performance and provide buyers with an opportunity to more accurately rate a seller.

6. How do I leave Detailed Seller Ratings?

   To leave Detailed Seller Ratings, you must first select a positive, neutral or negative Feedback, enter a comment and then select the appropriate rating (stars) for each Detailed Seller Rating. For example, to leave a 4 out 5 rating for Item Description, click on the fourth star from the left. Once the star is selected, the corresponding description will appear.

7. Will sellers be able to identify the Detailed Seller Ratings left by buyers based on the number of ratings and changes to the stars?

   As always, members can view the individual feedback scores left by buyers. However, they will not be able to view the individual Detailed Seller Ratings, only the overall average left by all buyers.

   It may be possible for a seller that only sells a few items a month to work out the Detailed Seller Ratings left by a buyer, but this is unlikely for three reasons:

   1. The Detailed Seller Ratings will be delayed.
   2. The averages are displayed in halves making it unlikely that a single low score would drop a seller's score.
   3. Detailed Seller Ratings are optional, so not all members will leave a rating.


8. How many ratings must be left for a seller before the average is displayed on the Feedback Profile page?

   A seller must receive a minimum of ten ratings before an average Detailed Seller Rating is displayed on the Feedback Profile page.

9. What other changes are taking place on the Feedback Profile page?

   eBay is adding the following to the Feedback Profile page:

   1. Item title and item price to the comments section.
   2. Changing the header to highlight the most important links buyers look for.
   3. Changing the default view to 'From Buyers'.
   4. Adding a 'View Item' link to the page to make it clear how to find the item details.


10. What are the benefits of Detailed Seller Ratings to Buyers / Sellers

    Detailed Seller Ratings provide sellers with valuable feedback that can help them improve their eBay business. It also helps differentiate them from other sellers, attracting more business based on the factors buyers rated as most important.

    Detailed Seller Ratings benefits buyers by allowing them to be more specific when rating a seller on a transaction. They also provide potential buyers with additional information about a seller before making purchasing decisions.

11. What transactions are eligible for Detailed Seller Ratings?

    Only buyers have an opportunity to leave Detailed Seller Ratings. Detailed seller ratings will be available for all transactions that end and for any transaction where the buyer has not yet left Feedback.

12. What happens to my current Feedback once Detailed Seller Ratings are available?

    There is no impact to your current Feedback when Detailed Seller Ratings become available. Detailed Seller Ratings provide buyers with an additional way to leave Feedback about a seller. They will not replace the current Feedback system.

13. If Feedback is removed or withdrawn, will the Detailed Seller Ratings associated with that Feedback be removed?

    Whenever a Feedback rating is removed or withdrawn Detailed Seller Ratings will also be removed.

14. Why do I receive an additional question after I fill in the rating for Item as Described?

    If a buyer leaves a rating of less than 3 for Item Description, we ask them to clarify why they are rating the item description so low. This information is not made public nor is it available to the seller.

15. How is the average Detailed Seller Ratings calculated?

    The Detailed Seller Ratings is an average of each buyer's average rating for that seller over the last 12 months.

    For example, if a seller has two buyers:

    - Buyer 1 purchased one item and rates the seller 4 for Item as Described. This buyer's average rating for that seller is 4.

    - Buyer 2 purchased two items and gives the seller 2 and then 4 for Item as Described. This buyer's average rating for that seller is (2 + 4)/2 = 3

    Hence this Seller's Detailed Seller Rating for Item as Described = (4 + 3)/2 = 3.5

    Note that Detailed Seller Ratings left blank will not count towards the seller's average.