Yes, Colin Rule: From eBay Conflicts to Global Peace Initiatives http://www.auctionbytes.com/cab/cab/abu/y211/m06/abu0289/s05 “Colin Rule: I learned a couple interesting lessons I didn't know before coming to eBay. First, buyers trade off convenience and outcome. We discovered buyers would rather lose a dispute quickly, say within a week, than win a dispute and have it take a month. The added headache of worrying about the matter is more painful to them than the injustice over losing $50-$75.”
Well, eBay’s diamond-seller-biased dispute algorithm will certainly be making good use of that perception:
If diamond_seller then seller_win else buyer_win
“Second, disputes are an incredible loyalty opportunity. We compared hundreds of thousands of user accounts and discovered that users who filed disputes used PayPal more after the dispute than users who never filed a dispute in the first place. And that was regardless of outcome - even users who lost their dispute were more loyal.”
“… regardless of outcome - even users who lost their dispute were more loyal.”? Please, pull the other leg!
“Colin Rule: By volume, the number one [dispute] reason is buyer payment.”
So, what dispute resolution is involved here? If the buyer does not pay, they don’t get the goods. Seems pretty simple to me; even I could design an algorithm to handle that black and white situation.
And it appears that Mr Rule managed to avoid answering the question, most interesting of all, about DSRs. Oh, well, maybe when the next cretin defects from eBay?
All a merchant needs to know about the clunky PayPal, at:
http://forums.auctionbytes.com/vbulletin/showthread.php?p=165263 Enron / eBay / PayPal / Donahoe: Dead Men Walking.
