Auction Buying Experience

Auction buying experience.

The “buying experience” is a combination of many different aspects of Worldwide Auctions.

Finding, for instance, to make finding items easier and more exciting for shoppers. The goal is to thrill and delight both buyers and sellers, with the best shopping destination, on and off the Internet.

Detailed Seller Ratings (DSRs) to give buyers more information about the kind of service they can expect from a seller. DSRs add transparency to the marketplace by giving buyers a sense of how accurately sellers describe their items, what their shipping times are like, whether previous buyers have felt their shipping & handling charges are fair, and how they handle communication during the transaction. The majority of sellers deliver a great buyer experience, and now it’s even easier for them to differentiate themselves from those that do not perform as well.

The majority of eBay sellers deliver consistently positive experiences to buyers. However, a very small minority -- just 1% -- of sellers currently cause fully 35% of bad buying experiences. This small minority not only damage their own reputations, but also indirectly damage all of the good sellers who benefit from a strong and vital marketplace.

Seller Non-Performance policy considers a seller’s buyer dissatisfaction rate. There are currently two types of input (ebay) from buyers which are used to measure a seller’s buyer dissatisfaction rate:

the percentage of negative and neutral feedback they’ve received and

the percentage of Item Not Received complaints filed against them.

Sellers (ebay) who have demonstrated buyer dissatisfaction rates greater than 5% within a 90-day window are now subject to temporary 14-day restrictions in the form of selling sanctions or reduced listing volume.

Sellers with dissatisfaction rates that are 10% or greater are now subject to indefinite restrictions until they improve their buyer dissatisfaction rates to less than 5%. In both cases, sellers are given instructions on how to resolve their open disputes and take other recommended actions to in order to regain their full selling privileges.

More about Feedback and DSRs

Why has neutral feedback become a part of measuring buyer dissatisfaction. Through quantitative research and many conversations with community members, it has been found that neutral feedback is most often an expression of deep buyer dissatisfaction. Therefore, leaving it out of the calculation would mask a significant part of the issue. Ultimately, only positive feedback is an indication of satisfied customers. eBay helps sellers improve their satisfaction rates and become successful.

The goal in restricting or sanctioning sellers is always to drive them to resolve their business challenges, improve their satisfaction rates, and remain in the marketplace as successful sellers. Our communication to impacted sellers spells out specific actions they should take to improve their rates, such as settling any open buyer dispute issues, refunding buyers when appropriate, asking for mutual feedback withdrawal when disputes have been resolved, etc.

It is the bottom 1% of current sellers, who cause 35% of the negative buying experiences. The vast majority of sellers provide great buyer experiences by following these and other best practices: •	They accurately represent the condition, size, and quality of the item directly in the listing. •	They accept payment for an item at the end of a successful sale. •	After payment is received, they promptly ship the item with proper packaging. •	They proactively and professionally communicate with the buyer throughout the transaction.