Updates to Feedback

[uk-news@ebay]

Dear Sellers,

Starting at the end of April, UK sellers will benefit from automated positive feedback for eligible transactions. This will ensure you get the recognition you deserve for successful sales, enhancing your feedback score.

Additionally, we’re updating our feedback removal policy to better align with global regulation. These updates aim to create a fairer marketplace by ensuring that feedback accurately reflects service quality, creating a level playing field for all.

These steps are part of our journey toward a more balanced and transparent feedback system that supports and protects sellers and better reflects the buyer experience.

What's changing

Introducing automated positive feedback

We know that the vast majority of transactions happen without incident, with sellers consistently providing great service. However, in the past, your excellent service might not have been acknowledged if buyers didn't leave feedback. We've heard from sellers that automated feedback is a great step in recognising good service, and we’re pleased to be expanding it beyond new sellers. Starting at the end of April, UK sellers will automatically receive positive feedback for orders that use a tracked service, arrive on time, and have no buyer issues.

The automated positive feedback will contribute to your feedback score and positive rating percentage, and will be displayed with the message, “Order completed successfully - tracked and on time.”

Automated positive feedback will be added to your feedback profile 7 days after tracking confirms successful delivery, provided the following criteria are met:

• Tracking shows the item was delivered on time
• The buyer hasn’t left feedback yet
• The buyer hasn’t reported an issue with their order

For private sellers, we've introduced Simple Delivery, a streamlined delivery method with tracking to help you qualify for automated positive feedback.

This feedback will remain unless the buyer reports a negative experience, such as opening a return request, reporting non-receipt, or cancelling the order. Any positive or negative feedback subsequently left by the buyer will replace the automated positive feedback.

By reinforcing the reliability and quality service you provide, automated positive feedback ensures your efforts are recognised and reflected in your profile. Keep an eye on your profile from late April to see automated feedback in action.

Changes to feedback removal

We value accurate seller feedback and are committed to ensuring it reflects true service quality. To better align with global regulation, we’re making two changes to our policy around feedback removal.

From 23 April, we’ll no longer automatically remove feedback in the following two return scenarios:

• The item was returned used or damaged, and the seller deducted an amount from the refund.
• The seller offers free returns, handled the return, and issued a refund.

You can still request a feedback review, as it may qualify for removal under the numerous scenarios outlined in our Feedback policy. We’ll continue to remove neutral or negative feedback in many instances, with over 30 specific reasons detailed in our policy. For example, feedback that is harmful, results from extortion, or involves issues that were correctly disclosed in the listing will be removed.

Providing free returns demonstrates strong seller commitment and boosts buyer confidence, but it doesn’t necessarily mean every buyer experience was ideal. Our changes help feedback remain an accurate reflection of the overall transaction.

We remain committed to a fair and transparent feedback system that benefits both buyers and sellers. We're excited to introduce automated feedback to acknowledge your great service, and we're here to assist if feedback doesn't adhere to our policy.

[cernak.m]

A Misstep in Feedback Removal and a Call to Fix the BBE Disaster

This  claims to foster a “fairer marketplace” by ensuring feedback reflects service quality. Yet, the second point, restricting feedback removal, feels like a slap in the face to proactive sellers. Coupled with the oppressive Bad Buyer Experience (BBE) policy (Cross-Border Selling Performance), this move doesn’t level the playing field - it tilts it against good sellers. Let me break this down and propose a path forward.

Feedback Removal: Punishing Sellers Who Go the Extra Mile

The update notes that “a high feedback score doesn’t necessarily mean every buyer experience was ideal.” Fair enough - perfection is impossible. But consider sellers like me who offer free returns to ensure buyers face zero risk. If a buyer dislikes an item, they return it at no cost - shipping covered, full refund issued. That’s an ideal experience, right? Wrong. Under this new policy, I can still lose money on the return and get a negative feedback from a bad buyer - someone fully refunded yet spiteful enough to ding my rating. Where’s the seller protection here?

Previously, we could appeal to remove this feedback. Now, eBay’s stripping that away, leaving us defenceless against buyers who exploit free returns. The data backs this up: negative feedback often comes from unreasonable buyers, not genuine service failures - especially when free returns are offered and refunds are already provided. Sellers offering free returns should be rewarded, not penalized. eBay’s logic seems to assume feedback is always a fair reflection of service, but anyone who’s sold knows bad buyers exist. Why punish the sellers who do more for customers?

The BBE Connection: A Policy That Contradicts Fairness

This feedback change doesn’t exist in a vacuum - it amplifies an existing nightmare: the Bad Buyer Experience (BBE) policy (BBE Policy). eBay’s FAQ claims, “Feedback does not affect your Seller Standards level.” That’s misleading. Negative and neutral feedback directly contribute to BBE defects in the Cross-Border Seller Dashboard, impacting sellers in 168 countries - but not UK or US sellers. How is that a “level playing field”?

I’m registered on eBay UK, yet I’m judged by BBE rules that don’t apply to domestic UK sellers. A neutral feedback or a 3-star Detailed Seller Rating (DSR) - even on shipping costs the buyer agreed to - counts as a defect under BBE. Three defects can push my BBE rate above the “market average” (e.g., 1.9%), triggering brutal restrictions:

• Funds held for 30 days on all orders, old and new.
• 75% listing reduction and lower search visibility.
• Reduced selling allowance after the restrictions lift - e.g. From 5000 to 700 active listings

A Top-Rated Seller with 100% positive feedback and free returns can be hardly considered as a bed seller yet, they can still be crippled by three defects by the BBE. Worse, BBE defects can’t be appealed or removed - unlike the feedback removal option eBay’s now gutting. This isn’t fairness; it’s discrimination against international sellers from Europe, Asia, and beyond.

BBE: Good in Theory, Disastrous in Practice

The BBE policy aims to weed out bad sellers which I understand and I am for sure for, but it’s alienating the good ones. Here’s why:

1. No Volume Distinction: A seller with 100 sales and 3 defects (3% BBE rate) gets restricted, while one with 1,000 sales and 3 defects (0.3%) doesn’t. Low-volume sellers - often small businesses - are disproportionately punished.
2. Harsh Penalties: Restrictions last 3 - 6 months, freezing funds and slashing  listings visibility. With lower sales it takes longer about 3 months to go below "market average " % ratio again, considering you got no other defect in those 3 months and then you need to build up your selling limits again which takes additional 3 months more at least! Imagine covering international shipping out-of-pocket while eBay holds your money like you’re a scammer for 30 days and then releasing them to you daily by sales for 3 months. Most sellers can’t survive that - most quit.
3. Unfair Defect Rules: Neutral feedback and 3-star DSRs count as defects only under BBE - not Seller Standards or anywhere else. A buyer’s subjective “meh” becomes a seller’s death sentence.

eBay’s losing more good sellers than bad ones in my opinion. Restricted sellers - often honest folks with years of history - don’t return after a restrictions like that. Check the eBay boards: horror stories abound of accounts tanked by a handful of defects, with no recourse.

A Better Way: Align BBE with Service Metrics defects count

If eBay wants a “fairer marketplace,” scrap BBE’s draconian rules and adopt the Service Metrics policy defects model count (Service Metrics). It’s more reasonable:

• Volume Matters: Sellers with <400 transactions in 3 months are evaluated over 12 months, needing  more than 10 unique defects to face action. This protects small sellers while targeting consistent offenders which you dont want on the platform.
• Neutral feedback and low DSRs don’t count - make only serious issues count like on other eBay metrics. Not subjective issues where neutral feedback and low DSR certainly counts

Here’s my proposal to fix BBE and tie it to feedback changes:

1. Drop Neutral Feedback Defects: If negative feedback must stay, fine - but neutral? It’s not a service failure or bad buyer experience. Stop punishing ambiguity.
2. Limit DSR Defects: Remove defects for 2- or 3-star ratings - count only 1-star if needed. Subjective opinions (e.g., shipping cost gripes) shouldn’t ruin sellers.
3. Scale by Volume: Like Service Metrics, evaluate low-volume sellers (e.g., <400 sales) over 12 months, requiring more than 10 defects for restrictions. Fairness demands it. This is the single most important change to BBE you may make and it will help your good sellers tremendously. 

The Bigger Picture

eBay’s feedback update and BBE policy share a flaw: they assume buyers are always fair and sellers can absorb endless risk. That’s not reality. Sellers offering free returns already take a hit - don’t pile on negative feedback and BBE defects. International sellers aren’t second-class sellers; stop treating us like we are. Fix BBE’s rules, or scrap it entirely. Otherwise, you’re not building a marketplace - you’re breaking one, driving away the sellers who make it work.

You often copy Vinted and other platforms - they have just one rating which is "the feedback", so why you, eBay, need 5 different seller ratings? Feedback, Seller performance, Seller metrics, Detailed Seller Ratings, Reviews and Bed Buyer Experience (BBE). Why not keep just one? This is taking out your resources, costs you money and makes a division with your sellers.

With the current BBE rules, you are punishing good sellers more than bad ones. The difference is that a good seller will never return after facing BBE restrictions - leading to a permanent loss for eBay for fees earned and protentional buyers as well, while bed buyers will often try to find a way to go back and scum more people.

PLEASE HELP SHARE THIS BBE two tier seller system issues to people responsible so  they can make a change and make eBay open to all sellers with same rules again!

A fairer marketplace requires real change, not just empty promises.

[flowerpower37-uk]

that is a wonderful update and thankyou for taking the time to supply it - I would direct you to the many messages in the forum regarding 'SIMPLE DELIVERY'  if you read through them you will see that your system has caused so much confusion, stress and anxiety, your system has no option for small parcels and a lot of items sold are sent using royal mail 48 hours tracked  small parcel.  Buying royal mail 48 hr shipping small parcel online with royal mail is £3.39 - why is this option not available??  there is a lack of information available to provide your sellers with real information that is useful and meaningful to them.  An update to many of the questions on the postage 'Simple Delivery' would be really useful and very much appreciated from ebay to your loyal private sellers