Frequently Asked Questions
What is Independent Feedback Review on eBay Motors?
How does Independent Feedback Review work?
Where is this service available?
Who are the Independent Feedback Reviewers?
How does a comment qualify for Independent Feedback Review?
Is there a charge for Independent Feedback Review? How do I apply?
Is eBay making money from this?
What are the guidelines used by the 3rd-party reviewers for determining whether a Feedback comment should be withdrawn?
What happens when a Feedback comment is withdrawn?
Can I appeal the IFR decision?
Do normal Feedback rules and policy still apply to feedback in eBay Motors?
If the reviewer recommends that the Feedback be withdrawn, why doesn't eBay remove both the comment and the rating?
What is Independent Feedback Review on eBay Motors?
Independent Feedback Review on eBay Motors allows members to submit a Feedback comment for review by an independent reviewer. The review services are provided by professional dispute resolution organizations with extensive expertise in resolving automotive disputes. These organizations are unaffiliated with eBay.
When a member requests a Feedback review, the Feedback comment left for the member filing the complaint will be reviewed by an independent reviewer for a fee. Depending on the decision by the reviewer the Feedback rating may be withdrawn. Withdrawn Feedback is not counted in Feedback scores or ratings, but the Feedback comment remains with an administrative notation from eBay.
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How does Independent Feedback Review work?
The process to have a Feedback comment reviewed by an independent Feedback reviewer is outlined below: Choose a Feedback review provider.
Follow the instructions on the reviewer's website and pay the upfront fee.
The Feedback review provider will then contact the member who left the Feedback comment, to give him/her a chance to respond.
If the Feedback review provider feels there is not enough information to make a decision, he or she can ask either party for additional information.
When a determination has been made, an email will be sent to both the buyer and seller with the outcome. eBay will also be notified of the reviewer's determination.
If the independent Feedback reviewer recommends that Feedback ratings be withdrawn, please allow two weeks for the changes to occur on your Feedback Profile.
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Where is this service available?
This service is currently only available in vehicle categories on the United States eBay Motors site (Passenger Vehicles, Motorcycles, Powersports, Other Vehicles). Over time we will evaluate the Independent Feedback Review service for potential use in other categories.
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Who are the Independent Feedback Reviewers?
Better Business Bureau (BBB) - Since the founding of the first BBB in 1912, the BBB has emerged as the premier business self-regulatory organization in the United States. They administer cases for BBB AUTO LINE, the largest automotive dispute resolution program in North America. Please visit http://www.dr.bbb.org/ for more information.
SquareTrade - SquareTrade is the leading provider of online alternative dispute resolution, having handled over a million online disputes in over 120 countries. SquareTrade has been delivering dispute resolution services to eBay for over four years. Please visit http://www.squaretrade.com/ for more information.
NetNeutrals - NetNeutrals is the online subsidiary of DeMars and Associates, a leader in alternative dispute resolution for the automotive industry. NetNeutrals offers a panel of automotive experts skilled in all forms of dispute resolution. Please visit http://www.netneutrals.com/ for more information.
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How does a comment qualify for Independent Feedback Review?
To be eligible for Independent Feedback Review, the Feedback comment must meet these conditions:
The Feedback comment must have been left for you as the result of a transaction in a vehicle category on eBay Motors (Passenger Vehicles, Motorcycles, Powersports, or Other Vehicles).
The item must have been listed after the launch of the Independent Feedback Review program on September 20, 2004.
This must be the first time a review has been requested for this Feedback comment.
The request must be made within 30 days from the date the Feedback comment is left.
The listing must have appeared on the US eBay Motors site. This service is not available outside of the US.
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Is there a charge for Independent Feedback Review? How do I apply?
Yes. There is a non-refundable fee, payable upfront to the Independent Feedback Review provider to initiate an Independent Feedback Review. You will be billed by the third party review company directly. Regardless of the outcome this charge is non-refundable.
If you would like to begin the Independent Feedback Review process, please request an Independent Feedback Review.
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Is eBay making money from this?
No. This service is being provided to eBay members by independent third parties. eBay has negotiated a special rate for our members, but eBay receives no money directly or indirectly for these services.
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What are the guidelines used by the 3rd-party reviewers for determining whether a Feedback comment should be withdrawn?
Ratings will be withdrawn if the independent Feedback review determines that the member who seeks a rating withdrawal has clearly and convincingly established one or more of the following:
The member leaving the Feedback did not make a good faith effort to complete the transaction. (Failure to pay for or sell an item, in and of itself, is not sufficient to meet this guideline.)
The Feedback was not submitted in a reasonable timeframe (30 days is usually an adequate period of time to allow for inspection or test drive).
There is clear and convincing evidence that the transaction-related information contained in the Feedback comment is factually inaccurate, even if the inaccuracy was the result of a misunderstanding or honest mistake.
The member leaving the Feedback did so because that member was seeking to receive more than what he/she was reasonably entitled to receive in the transaction.
As the program evolves, we will be evaluating these criteria and making changes/additions based on experience.
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What happens when a Feedback comment is withdrawn?
The relevant Feedback rating will no longer be reflected in the recipient's Feedback Score. The text of the comment can still be read.
If a negative on the member's account has been withdrawn, no additional Feedback for that transaction can be left.
Please note: eBay will remove both the Feedback rating and the comment only for violations of our Feedback Removal and Abuse Policy.
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Can I appeal the IFR decision?
No, there is no appeal process. eBay has carefully selected third party review companies, including the Better Business Bureau, NetNeutrals, and SquareTrade, based on their expertise and experience. Both members in a transaction being reviewed will have an opportunity to submit information to the reviewer before a decision is communicated to eBay.
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Do normal Feedback rules and policy still apply to feedback in eBay Motors?
Yes. All eBay Feedback rules and policy still apply. This program is in addition to all other Feedback policies and tools (such as the Feedback Removal and Abuse Policy and the Mutual Feedback Withdrawal tool).
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If the reviewer recommends that the Feedback be withdrawn, why doesn't eBay remove both the comment and the rating?
The eBay Feedback system is a member to member system that provides trading partners the opportunity to comment on the success of a transaction. Displaying the comments left provides a transparency that helps members make more informed decisions prior to transacting.
Even though an independent reviewer has determined that the Feedback meets eBay's requirements for withdrawal, we believe that leaving the comment with a notation from eBay provides important information to the community and future trading partners. The eBay comment provides clear information as to why the Feedback rating was withdrawn and allows the member reading the comment to better evaluate both members involved in the transaction.
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