Proxibid, known for providing a live-bidding platform for auction houses, also has a marketplace. Last fall, it began letting buyers leave feedback for sellers, and it recently began publicly displaying feedback. Proxibid spokesperson Dana Kaufman explained the reasoning behind its feedback system.
The new seller ratings display a five-star system on five different criteria: item description; shipping cost; shipping time; buyer’s premium; and customer service. The overall rating is displayed along with the total number of ratings. And while buyer comments are shared with sellers, Proxibid does not post them publicly on the website.
Kaufman told EcommerceBytes that the company’s leadership team learned what worked and what didn’t with regards to feedback and ratings during their years at eBay. “We keep comments private because we do not want our rating system to become a public bash board,” she said. “The stars really provide the insight required for a buyer to make a decision about working with a seller.”
Another way Proxibid uses the feedback comments: “We have account managers who work with sellers and use the comments as ways to help them improve their ratings.”
Kaufman said the same could be said on the buyer side. “It really comes down to non-payers, for which we have a very robust process. So instead of the traditional rating system for a buyer, we give our sellers the ability to report behavior or anything else about a buyer via our “report a buyer” tool. This allows our risk team to work with the buyer to improve their habits.”
Sometimes, Kaufman said, “it comes down to reaching out and having the conversation.”
