TRS + power seller - does it make a difference?

theonlywayisup

BigRedAnt wrote: »

Do you struggle to maintain TRS with that amount of sales? Obviously it depends on your target audience, but I have found that as we are growing we get more random low DSRs, which as you know are anonymous. It would be interestiing to know how the bigger sellers get on with DSRs. Also, I presume you have a personal accounts manager? I guess that is advantageous when trying to remove spurious feedback and ratings?

No, I don't see any difference.

I think, if I am correct, in that it is all volume based. Plus the higher the TRS (ie colour) then the more 'allowance' you get on DSR. I am all 4.99, but have a couple of low marks across the categories during this 3 month period, but the percentages are all still less than 0.04%, I think I have to breach both the number and the percentage. I would have to be dire to breach 1%!

I offer free P&P so should be 5 on that, but have 11 low marks which have been attributed to the Iphone App and are currently being removed by Ebay. A handful of those buyers let me know they didn't mean to leave a 1, but I haven't used the App, so cannot work out how they do it. I do know though, that Ebay are aware they have a problem with it allowing you to leave anything but 5 in that category.

Personal account managers went some time ago - I think if I kept at Titn then it would come back, but am not entirely sure of the criteria now. The one I had was useless. I find this forum and the PS board the most helpful if I am stuck.

I haven't had anything spurious on the feedback front. The only one time I have asked for removal under extortion it was done. I knew the buyer had me mixed up with another and was demanding the other items he ordered. He hadn't ordered them, so that feedback was easily removed.

DSRs are anonymous, but if you are good with the reports, you can pinpoint. It is more difficult the more you sell, but if you cross run, then it can be done. If I can locate odd ones which are not consistent with feedback, then I block them for future. A couple of items we sell, I am the only UK importer for, these are repeat items, so they shoot themselves in the foot!

BigRedAnt

theonlywayisup wrote: »

I think, if I am correct, in that it is all volume based. Plus the higher the TRS (ie colour) then the more 'allowance' you get on DSR.

I didn't know you could get different colours of TRS? Is that right? I thought it was just down to low ratings as a percentage of transactions.

We've only had a couple of negatives before and persuaded the buyer to revise on both occasions, so I've no problems there. DSRs I struggle to pinpoint; I can get it down to the day it occurred, and whether it was a domestic or international sale, but that's about it. I also know that you can't question buyers about their ratings, so I don't really know where to go after that. Just have to wait for them to drop off I guess.

The loss of 20% isn't an issue; we don't take that into account when we work out our margins. It's the loss of potential sales when you are trying to grow the business that hurts.

theonlywayisup

BigRedAnt wrote: »

I didn't know you could get different colours of TRS? Is that right? I thought it was just down to low ratings as a percentage of transactions.

We've only had a couple of negatives before and persuaded the buyer to revise on both occasions, so I've no problems there. DSRs I struggle to pinpoint; I can get it down to the day it occurred, and whether it was a domestic or international sale, but that's about it. I also know that you can't question buyers about their ratings, so I don't really know where to go after that. Just have to wait for them to drop off I guess.

The loss of 20% isn't an issue; we don't take that into account when we work out our margins. It's the loss of potential sales when you are trying to grow the business that hurts.

My terminology may not be correct (I am not English) but, I think looking at the screen I should have said PS status?

[STRIKE]
Is this the same for all 'colours'?
[/STRIKE]
EDIT, i just checked and it is the same for all sellers.
For resolution cases, we get 3.

The reports thing I learned on here. But it is time consuming.

Not wishing to be funny, but if your stars are suffering have you considered it may be correct? Is your P&P costly, are your listings accurate? etc etc.



Low detailed seller ratings*Maximum %Maximum count
Item as described ..................1.00% ....3
Communication ......................2.00% ....3
Dispatch time ........................2.00% ....3
Postage and packaging charges 2.00% ....3
*Low detailed seller ratings of 1 and 2 stars.

terra_ferma

theonlywayisup wrote: »

No, I don't see any difference.

I think, if I am correct, in that it is all volume based. Plus the higher the TRS (ie colour) then the more 'allowance' you get on DSR. I am all 4.99, but have a couple of low marks across the categories during this 3 month period, but the percentages are all still less than 0.04%, I think I have to breach both the number and the percentage. I would have to be dire to breach 1%!

I offer free P&P so should be 5 on that, but have 11 low marks which have been attributed to the Iphone App and are currently being removed by Ebay. A handful of those buyers let me know they didn't mean to leave a 1, but I haven't used the App, so cannot work out how they do it. I do know though, that Ebay are aware they have a problem with it allowing you to leave anything but 5 in that category.

Personal account managers went some time ago - I think if I kept at Titn then it would come back, but am not entirely sure of the criteria now. The one I had was useless. I find this forum and the PS board the most helpful if I am stuck.

I haven't had anything spurious on the feedback front. The only one time I have asked for removal under extortion it was done. I knew the buyer had me mixed up with another and was demanding the other items he ordered. He hadn't ordered them, so that feedback was easily removed.

DSRs are anonymous, but if you are good with the reports, you can pinpoint. It is more difficult the more you sell, but if you cross run, then it can be done. If I can locate odd ones which are not consistent with feedback, then I block them for future. A couple of items we sell, I am the only UK importer for, these are repeat items, so they shoot themselves in the foot!

well done, sounds you are doing really well. We don't get many big sellers here, so it's good to hear something to aspire to
I get so fed up with people moaning about poor fb and DSR all the time, and it's never their fault... so it's good to hear someone with a positive attitude...
Do you mind telling us what cats of items you sell? I get a feeling it's not phones or computers as I hear with high risk stuff is hard to keep good ratings.

theonlywayisup

terra_ferma wrote: »

well done, sounds you are doing really well. We don't get many big sellers here, so it's good to hear something to aspire to
I get so fed up with people moaning about poor fb and DSR all the time, and it's never their fault... so it's good to hear someone with a positive attitude...
Do you mind telling us what cats of items you sell? I get a feeling it's not phones or computers as I hear with high risk stuff is hard to keep good ratings.

I think I learned the reports from you! :cool::D

Household items.

Not high risk, not electrical, mobiles etc. Thank goodness.

theonlywayisup

BigRedAnt wrote: »

The loss of 20% isn't an issue; we don't take that into account when we work out our margins. It's the loss of potential sales when you are trying to grow the business that hurts.

That indeed is the bit that hurts.

I still dislike blocking the odd person *usually after a series of very odd questions before they buy.....as I see this as a loss of sales.

I have a large repeat business base, Ebay repeat is about 25%ish. I try to reduce it and aim them to the website. We do mail order too, so try to keep all costs low, but never failing on customer service (I hope).

BigRedAnt

theonlywayisup wrote: »

The reports thing I learned on here. But it is time consuming.

Not wishing to be funny, but if your stars are suffering have you considered it may be correct? Is your P&P costly, are your listings accurate? etc etc.

We got stung by low P&P DSRs when we first started, even though we only ever charged basic postage costs+enevlope and labels. Buyers seemed to think that if you paid £1.39 postage you should charge £1.39. However we now incorporate it into our sales price and offer free P&P.

It is Item as Described we seem to get stung for now, yet we are always totally honest in our descriptions. Items are always brand new. We did get a couple of people who complained about quality on two of our budget items, but as soon as they do we review the item and potentially don't restock it, or include words like "value" in the listing, which tends to do the trick.

However we can cope with the things we can sort out, it's the random low stats that have sunk us this time. I could do with a link to how to use those reports, it may give me some ammunition to try and get some unfair DSRs removed.

theonlywayisup

BigRedAnt wrote: »

We got stung by low P&P DSRs when we first started, even though we only ever charged basic postage costs+enevlope and labels. Buyers seemed to think that if you paid £1.39 postage you should charge £1.39. However we now incorporate it into our sales price and offer free P&P.

It is Item as Described we seem to get stung for now, yet we are always totally honest in our descriptions. Items are always brand new. We did get a couple of people who complained about quality on two of our budget items, but as soon as they do we review the item and potentially don't restock it, or include words like "value" in the listing, which tends to do the trick.

However we can cope with the things we can sort out, it's the random low stats that have sunk us this time. I could do with a link to how to use those reports, it may give me some ammunition to try and get some unfair DSRs removed.

P&P is an immotive subject. Part of the reason we changed to free P&P. It works to our advantage as some of our lines are 'series' so people buy one of each, but never complain about the cost. Whereas when they were all individually costed, even with discount for combined postage, they would moan. Now the feedback just says '...and free postage fantastic'. Plus (in theory) you only get 5*

SNAD items can be more difficult. All our listings include the measurements (even if obvious), whether or how the item is boxed/packaged - retailer acetate box etc, the size of the box, the full description, warranty details and enough photos to fill an album (Seller sourcebook hosted). If anyone ever asks a question - I update the listing to cover that as well as answer them. I think it is a way of covering everything you need to know.

Removing DSR is very difficult, mine have only really been down to an error they are aware of (the free P&P app) and although it hasn't affected me, they will remove them for dispatch due to the snow in Nov, Dec and Jan. All you need to do is show that the DSR for dispatch over that period was not the normal level.

If you are a powerseller, you should use the fora (spelling?) over there too. This board is a wealth of info, but the Ebay boards may well have the very query you have which may have been answered by a pink.

BigRedAnt

theonlywayisup wrote: »

Removing DSR is very difficult, mine have only really been down to an error they are aware of (the free P&P app) and although it hasn't affected me, they will remove them for dispatch due to the snow in Nov, Dec and Jan. All you need to do is show that the DSR for dispatch over that period was not the normal level.

If you are a powerseller, you should use the fora (spelling?) over there too. This board is a wealth of info, but the Ebay boards may well have the very query you have which may have been answered by a pink.

We managed to remove low Despatch DSRs during the bad weather too, which was a bonus.

We are a powerseller. We really do go to every length to be honest with the descriptions, and include measurements and everything else we can think of. Pinning down the transaction involved would be very helpful if someone would oblige with the info on how to do it? It's very difficult to correct a problem description when you don't know which item it is for.

theonlywayisup

BigRedAnt wrote: »

We managed to remove low Despatch DSRs during the bad weather too, which was a bonus.

We are a powerseller. We really do go to every length to be honest with the descriptions, and include measurements and everything else we can think of. Pinning down the transaction involved would be very helpful if someone would oblige with the info on how to do it? It's very difficult to correct a problem description when you don't know which item it is for.

I am sure it was some info from terra that I used. I now have a genius in the office who does it, my brain tends to only hold information I understand.