Sometimes Ebay makes my day :-) DSR's removed!

chemical.galaxy

vicx wrote: »

I have just spoke to CS on Live Chat regarding the 3 low P&P ratings I received which I believe to be malicious. Most of the time I charge the actual cost of the stamp and sometimes I round the figure up (ie: small packet £1.33 and I have charge £1.50) but it is never more than 17p overcharge which is reasonable in my opinion since I use new packaging and not recycled.

This is the reply I got:

It can be quite frustrating to get low DSR scores when you feel it's undeserved. Your appeal has been taken into consideration and after investigating it again, the Feedback does not fall under any of the criteria for removal, therefore we cannot remove ithe DSR scores unless your buyer will contact us directly and request their Feedback to be removed completely.

Please be aware that the Feedback Forum is a place where buyers can share their experiences freely and openly.

If eBay got directly involved, then our opinion would replace that of buyers. We will intervene to remove Feedback in very limited circumstances and you can read our policy on this through the link I've earlier provided.

We'll only be able to remove the DSR scores once the complete Feedback has been removed.

I'd recommend that you talk to your buyer and ask them to contact us directly for the removal of their complete Feedback so we can remove the DSr scores too.

And then goes on to say

For privacy policy, we don't provide the information from which buyer left you the DSR scoree.



So how can I speak to my buyer if they can not provide information of the buyer that left the low DSR score. Very unhelpful.

I have never got anywhere with live chat. The only way to get attention is to speak to an ebay human imho. But for one low star I probably would not bother...
This is why I do free postage now, to avoid low stars on postage, and factor the cost into my BIN price.

vicx

chemical.galaxy wrote: »

I have never got anywhere with live chat. The only way to get attention is to speak to an ebay human imho. But for one low star I probably would not bother...
This is why I do free postage now, to avoid low stars on postage, and factor the cost into my BIN price.

Over one month I have received 50 feedback (300 over 6 month) all positive and have 3 low stars for postage and it has somehow put restrictions on my account. Not everyone hits the stars when you offer reasonable postage but almost everyone will rate low if they are not satisfied with the P&P which means it can take a while for the rating to go back up.

I have reached my limit this month so can not relist. I have offered free P&P on a lot of listings too and will do that for most from now on but the problem is since I can not relist or even revise any active listings I am unable to add free p&p to my active listings.

soolin

vicx wrote: »

Over one month I have received 50 feedback (300 over 6 month) all positive and have 3 low stars for postage and it has somehow put restrictions on my account. Not everyone hits the stars when you offer reasonable postage but almost everyone will rate low if they are not satisfied with the P&P which means it can take a while for the rating to go back up.

I have reached my limit this month so can not relist. I have offered free P&P on a lot of listings too and will do that for most from now on but the problem is since I can not relist or even revise any active listings I am unable to add free p&p to my active listings.

3 out of 50 suggests a problem and I think you are doing the right thing by addressing that by going free postage for a while.

The ones being removed are where a seller generally gets good stars but very rarely gets a low one- so it stands out. 1 out of every 16 of your buyers felt aggrieved enough to leave a low star in your case.

chemical.galaxy

vicx wrote: »

Over one month I have received 50 feedback (300 over 6 month) all positive and have 3 low stars for postage and it has somehow put restrictions on my account. Not everyone hits the stars when you offer reasonable postage but almost everyone will rate low if they are not satisfied with the P&P which means it can take a while for the rating to go back up.

I have reached my limit this month so can not relist. I have offered free P&P on a lot of listings too and will do that for most from now on but the problem is since I can not relist or even revise any active listings I am unable to add free p&p to my active listings.

It does seem harsh to limit your account - I can see why you would want to try and get the latest low star removed. 17p is hardly an overcharge!
I doubt that your buyer would be receptive though even if you did phone...

vicx

soolin wrote: »

3 out of 50 suggests a problem and I think you are doing the right thing by addressing that by going free postage for a while.

The ones being removed are where a seller generally gets good stars but very rarely gets a low one- so it stands out. 1 out of every 16 of your buyers felt aggrieved enough to leave a low star in your case.

The 3 low stars were left more than one month ago so it could be 3 out of 50 - 300. My account is restricted to limited listings every month until my DSR improves. I have received two emails stating my DSR is improving but not everyone rates the stars (I never have) so it can take a while for the rating to go back up and remove the restrictions especially since I can not revise active listings to offer Free P&P or relist anymore items this month.

I always add packaging costs into the item cost rather than the P&P costs to avoid low stars but it still does not appear to be working which makes me believe these 3 buyers are being malicious. Not only does it avoid low stars but if there was an INR claim and I had to claim from RM, they would only compensate the item cost plus the P&P I paid, not the P&P I charged on eBay, so I would lose out that way when the extra cost could have been in the item price.

lovinituk

vicx wrote: »

Not only does it avoid low stars but if there was an INR claim and I had to claim from RM, they would only compensate the item cost plus the P&P I paid, not the P&P I charged on eBay, so I would lose out that way when the extra cost could have been in the item price.

I don't fully understand what you are getting at here? Royal Mail will only ever refund the actual postage cost and the original cost of the item to you (which you need to back up with receipts/invoices) - its irrelevant what you charge in ebay.

vicx

lovinituk wrote: »

I don't fully understand what you are getting at here? Royal Mail will only ever refund the actual postage cost and the original cost of the item to you (which you need to back up with receipts/invoices) - its irrelevant what you charge in ebay.

That's what I said.

ie: You sold at item for £10.00 and charged £3.00 postage.

The item cost £1.33 to send. RM, would only compensate to the value of £11.33 (the price it sold for and the postage you paid to send the item - not the postage you charged on eBay, therefore you would be down £1.67 which could have been included in your item cost had you charged the actual cost of the stamp)

soolin

vicx wrote: »

The 3 low stars were left more than one month ago so it could be 3 out of 50 - 300. My account is restricted to limited listings every month until my DSR improves. I have received two emails stating my DSR is improving but not everyone rates the stars (I never have) so it can take a while for the rating to go back up and remove the restrictions especially since I can not revise active listings to offer Free P&P or relist anymore items this month.

I always add packaging costs into the item cost rather than the P&P costs to avoid low stars but it still does not appear to be working which makes me believe these 3 buyers are being malicious. Not only does it avoid low stars but if there was an INR claim and I had to claim from RM, they would only compensate the item cost plus the P&P I paid, not the P&P I charged on eBay, so I would lose out that way when the extra cost could have been in the item price.

Just as clarification if stars are not left then they don't affect the feedback at all- so not leaving stars is not a problem.

chemical.galaxy

vicx wrote: »

That's what I said.

ie: You sold at item for £10.00 and charged £3.00 postage.

The item cost £1.33 to send. RM, would only compensate to the value of £11.33 (the price it sold for and the postage you paid to send the item - not the postage you charged on eBay, therefore you would be down £1.67 which could have been included in your item cost had you charged the actual cost of the stamp)

Have you had to claim for anything yet? fortunately it is rare - 1 in 200 for me this year.
You actually get back the value of the item to you, so if you paid £5 for an item and sold it for £10 you could only claim back for £5 + postage
Second hand is different as the price you receive is (usually) less than you paid for new.

lovinituk

vicx wrote: »

That's what I said.

ie: You sold at item for £10.00 and charged £3.00 postage.

The item cost £1.33 to send. RM, would only compensate to the value of £11.33 (the price it sold for and the postage you paid to send the item - not the postage you charged on eBay, therefore you would be down £1.67 which could have been included in your item cost had you charged the actual cost of the stamp)

No, to the bit in red. RM would only pay £10 for the item if you can prove you paid £10 for it. If you only paid £5 for the item then in your example, RM would only reimburse you £6.33.