Skip to content. | Skip to navigation

eBay negative review ban sparks controversy

Added:
Feb 07, 2008

Online auction site eBay has said it plans to overhaul its feedback system and will ban sellers from leaving negative comments about buyers.

EBay said problems were occurring, and slowing down trade, when buyers left negative comments about sellers who then retaliated with their own views.

 

From May, those selling on eBay will not be able to leave unfavourable or neutral messages about buyers.

The move, which will affect users worldwide, has angered many sellers, who believe it could leave them unprotected.

 

Critics of the changes argue that by taking away a seller's right to complain about a problem buyer they will have very little recourse for action when a sale goes wrong.

 

"If a buyer doesn't pay, the seller can easily contact eBay, we will review any complaint and maybe remove the buyer," eBay said.

 

The company added that many buyers would not leave negative comments for fear that sellers would retaliate.

 

As a result, buyers and sellers may not get a fair picture of what is actually happening between trading parties.

It maintains that the majority of transactions go "swimmingly".  EBay says that only a minority of sellers leave negative feedback for buyers.

 

The move has caused some in the industry to question eBay’s decision.

 

Justin Crandall, UK Commercial Director and onlie review and ratings firm Bazaarvoice, said:  “If you only display positive reviews and censor the negative comments, authenticity will be lost.  The power of feedback stems from its
transparency and the trust that transparency delivers.  Without negative feedback it's just testimonial marketing, which suffers from the same distrust as traditional advertising.”

“Our research has shown that negative comments comprise less than 15% of online reviews. It's
in a compay's best interests to display the odd negative review. For many consumers, reading negative and positive feedback gives them the confidence they've done their homework,” Crandall added.

 

Meanwhile, Dr. Rolf Elmer, CEO of Avail Intelligence, commented on the move, saying: “Online shoppers are demanding more and more clarity and value guidance from other consumers – so eBay’s move could result in a severe customer backlash.

“Customer recommendations instantly add credibility to an online offer – as users can determine if both buyers and sellers are trustworthy based on previous transactions. By removing this crucial side of communications, eBay is denying its customers the right to an informed purchase.  The power of user-generated feedback has never been stronger. Take that voice away and you will fast see consumers logging off,” Elmer concluded.

Document Actions
Newsletter

E-mail address:

Newsletters:





Subscription:


 
December Events
1234567
891011121314
15161718192021
22232425262728
293031
Upcoming Events
SMX London Dec 04, 2008
In aid of the Save the Colony Room Club Campaign Dec 09, 2008
AOP Forum: Developing communities around content – practical advice and case studies on adding value through an engaged user base Dec 11, 2008
Dublin Roadshow 2009 Jan 28, 2009
All upcoming events…
Analysis
Guest Comment: Slowing sales focuses the mind for e-tailers
Although e-commerce continues to grow, Tealeaf’s Geoff Galat argues that now is not a time for online retailers to become complacent.
Nov 27, 2008
Guest Comment: Who’s watching TV online?
Are broadcasters doing enough to reach their target audience online? Tom Weiss, Managing Director of TV Genius, thinks UK companies could follow the examples set by the likes of Apple and Google.
Nov 27, 2008
Guest comment: Could better web marketing have helped save Woolies?
As Woolworths goes into administration, Steve Dart from High Position examines if the high street retailers’ web strategy could have contributed to its downfall...
Nov 27, 2008
Online retail: Top 5 winter winners
Interactive media agency Conchango unveils its annual predictions into Christmas retail readiness, revealing which brands it’s found are best equipped to succeed during this year’s unusually tough Christmas period.
Nov 26, 2008
Guest comment: Wishing you an optimised Christmas
Steve Davis at GSI Commerce Europe offers a guide on how to optimise your website for the Christmas peak
Nov 25, 2008
All subject items…
5 Years Ago
Share placing values betting platform at over £13m Dec 02, 2003
Mobile betting set to surge, says research Dec 02, 2003
Ofcom continues preparations ahead of launch Dec 02, 2003
Littlewoods gets new online poker game Dec 02, 2003
Napster announces pre-christmas promos Dec 02, 2003
All archive items…