eBay changes its feedback rules

eBay logo on eBay homepage

TEXT OF STORY

Scott Jagow: Starting today, eBay is making some changes to the way the site works. Specifically, the whole feedback thing between buyers and sellers. Jill Barshay has more.


Jill Barshay: eBay's feedback forum is supposed to help steer buyers to trustworthy sellers, but it's broken down. Recently, when buyers have complained, sellers have bitten back.

Jonathan Garriss is the CEO of Gotham City Online, a big eBay shoe seller. He says buyers are reacting by giving rosy feedback or none at all.

Jonathan Garriss: The last thing you really want is for the merchant to all of a sudden say something bad about you in a public forum.

eBay now bars sellers from posting negative or neutral comments about buyers.

Garriss says he's nervous about letting cranky tirades go unanswered, but he hopes the new policy will boost business.

Garriss: eBay's buyer base is leaving eBay and shopping in other channels. They absolutely need buyers that are confident in the marketplace.

eBay's not leaving sellers entirely in the lurch. Customers have to confirm they've tried resolving their disputes privately before grousing in public.

I'm Jill Barshay for Marketplace.

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