Changes to our Feedback policies
Over the past year, it became increasingly clear that our Feedback removal policies had become more and more arbitrary, which was creating inconsistent and sometimes unfair experiences for both sellers and buyers.
In response, we began work to create a more streamlined and consistent process for sellers to ask for feedback removals that was grounded in policy and didn’t depend on who, how, or when you asked for feedback to be removed.
However, as these changes were put into action they exposed gaps in our underlying policies, so that some feedback removal requests were rejected in situations where you deserved to be protected.
We take responsibility for these gaps and for not fixing them before we made changes to the removal processes. Since this spring, we’ve been working to update our policy.
Andrea Stairs, eBay’s VP of Global Regulatory, Trust & Monetisation, provided the following update on Feedback at the US Summer Seller Check-In.
New changes to our Feedback policies
We’re glad to announce that more than a dozen Feedback policy changes have now taken effect on eBay. As we go forward, we’ll be adding more use cases where feedback removal is warranted. For just one example, we will remove feedback when a seller denies a buyer’s cancellation request, because per eBay policy, a seller has discretion to accept or deny a cancellation request.
Finally, we’re dedicating staff to finding and investigating more removal inconsistencies.
What this means is that when you submit the form via Seller Help to request feedback removal, eBay team members will be able to remove feedback in more scenarios and do so more consistently. Removal requests will be reviewed individually by our customer service agents.
Thank you for your input
Thank you again for your partnership and your honest and unfiltered comments about Feedback, please keep them coming!
