Low stars

teeni

Hi after seeing soolin's brilliant thread on the sellers dashboard i have watched it like a hawk and up to friday it has been all 4's and 5's.

Last week however i sold an item and made an error in the postage cost, The customer paid and when i posted it and released i had over charged i came back and immediately refunded the difference and sent an email to the customer apologising and letting her know i had sent a refund.

I was horrified to find that this lady then gave me 1 star for postage and packaging. I am not a huge seller perhaps 3 or 4 items a month and this has caused my % for p and p to drop to 4.81. I have immediately advertised a low cost item with free p&p which i normally only sell at car boots and have already had 6 sales over the week end on these, is this the right thing to do and is there anything else i can do to protect myself.

soolin

teeni wrote: »

Hi after seeing soolin's brilliant thread on the sellers dashboard i have watched it like a hawk and up to friday it has been all 4's and 5's.

Last week however i sold an item and made an error in the postage cost, The customer paid and when i posted it and released i had over charged i came back and immediately refunded the difference and sent an email to the customer apologising and letting her know i had sent a refund.

I was horrified to find that this lady then gave me 1 star for postage and packaging. I am not a huge seller perhaps 3 or 4 items a month and this has caused my % for p and p to drop to 4.81. I have immediately advertised a low cost item with free p&p which i normally only sell at car boots and have already had 6 sales over the week end on these, is this the right thing to do and is there anything else i can do to protect myself.

That is harsh epecially as you went out of your way to let her know you were refunding. Firstly are you sure it was her that left the 1*? the stars update very slowly indeed and on such a low volume I would have thought it difficult to pinpoint it to anyhting much closer than a month.

Other than that, getting a few quick things out to water down the percentage will help, what percentage of lows are you showing and is that currently over your allowed percent, if so then carry on selling low post items and persevere and make that low star disappear in a sea of better stars.

teeni

Hi Soolin I suppose i assumed it was her as only the day before the P & p was showing 5

Item as described 5.00 0.00% (0)
Communication 5.00 0.00% (0)
Dispatch time 5.00 0.00% (0)
Postage and packaging charges 4.81 3.23% (1)

This is what my seller dashboard says.

it says standard seller requirements 2 % which is why i am worried now as this is over 3 %

teeni

I suppose it could be some one else I just assumed that it was her, i note there was review on the 18th January and on that performance it says p %p 0% so must have hit after that dont you think.

soolin

teeni wrote: »

Hi Soolin I suppose i assumed it was her as only the day before the P & p was showing 5

Item as described 5.00 0.00% (0)
Communication 5.00 0.00% (0)
Dispatch time 5.00 0.00% (0)
Postage and packaging charges 4.81 3.23% (1)

This is what my seller dashboard says.

it says standard seller requirements 2 % which is why i am worried now as this is over 3 %

It could still potentially be an earlier buyer whose stars updated late, they don't always go on the same time as the feedback.

Your idea of running quick and easy sales is definitely the way to go, you should be OK as I don't think you can be affected on the basis of 1 star as the dashboard says you mustn't exceed both the number and the percent.

Are you business or private, if private use the free listing today and get some sale sup with free p and p.

teeni

Hi I am a business user so cant make use of todays free listings

thank you

soolin

teeni wrote: »

Hi I am a business user so cant make use of todays free listings

thank you

That's a shame, however that does give you some mileage to find a few easy to locate items that you can upload as a BIN with free postage . A good multiple BIN on a popular item, something that can be shoved into an envelope with ease would be ideal.

porto_bello

I find that as you receive feedback from buyers, sooner or later, your DSRs will inevitably get hurt. I've received occasional 'digs' across all four categories, but due to them being exceptions, the average is high enough to cope with the odd rogue.

I'm not sure how much use tracking my DSRs is - essentially it entails 'analysing "anal" buyers' - those that take forever to pay - then complain about delivery times! Or those who impulse bid, then try to avoid making payment, then dislike receiving instructions to pay from eBay!

No matter how perfect any seller's performance is, after a few malicious/irresponsible buyers, their seller reputation is going to be tarnished.

newsaver40

These are my ratings below:

Not really sure why my item as described is so low tbh.
As for postage, i charge £1.45 (which includes 90p Lrg Letter rate plus the cost of a jiffy bag and jewellery box). I don't think £1.45 is unreasonable.
I post all items within 24 hrs but i must admit, at busy periods my communication is a bit sketchy. So i could understand it more if i got low stars for communication!
Any idea's how i can turn this around?


12 Months

Average detailed seller ratingsYour averageLow ratings(1s and 2s)
Item as described4.88 0.69% (5)Communication4.90 0.28% (2)Dispatch time4.90 0.28% (2)Postage and packaging charges4.77 0.69% (5)

3 Months:

Average detailed seller ratings Your averageLow ratings(1s and 2s)
Item as described 4.88 0.85% (3)Communication4.87 0.56% (2)Dispatch time4.85 0.56% (2)Postage and packaging charges4.69 0.85% (3)

debz1989

I would suggest you need to stop charging so much over the stamp price, even if it is what it actually costs you. Is there a way that you can source the jiffy envelope/boxes cheaper, buying wholesale if not already doing?

Buyers don't like being charged significantly more than the stamp price, and 10-20p over is really the maximum that sellers can get away with nowadays (and even then there will be some that are unhappy!) so you need to find a way to get that down. If no way to get cost down, shift some of the P&P cost onto the starting price.

mimi1234

I agree. Some buyers are just pains in the a$$ full stop. I ALWAYS post my items the next day even though I advertise that they will be posted within 2 days and some still have the audacity to leave me 1 star DSR's for dispatch time. What am I supposed to do? Post it in the hour of them buying? Arrrgggghhhh!