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.