NEED YOUR HELP/SUGGESTIONS FOR DSR STATUS

[worldwidemc]

Hey ! Marc here.

We've been selling for a while. From Canada. Using expedited parcel for canada buyers and small packet AIR for usa and international. We just can't get our stars rating high enough to keep our TRS. Every month its a battle to the finish. We work so hard and meet all the criteria possible. We always respect the 1 day handling time. We offer free shipping and clearly states the shipping time in the description. 

What are you guys doing to keep this from happening ? Sell less to usa and more to canada to keep it high ? Or offer the new tracket shipping only and no more air ? 

We work hard every day to make sure we meet all criterias and we still get slammed with the unjustified 1-2 stars.

So frustrating to see 2-3 stupid buyer with 0 feedback can affect your business to the point where you may have to stop selling to their entire country. As of now, we are top rated seller global and above standard UK and our status for USA is below standard.

Its so ridiculous to see top rated standard on 1 site and below standard on the other. So absurd and ridiculous its not even funny.

Any help/suggestion will do.

Thank you

Marc

[pocomocomputing]

Your problem is a common one for Canadian sellers having sales in the USA. There is not much to do because shipping costs and delivery times are longer than USA based sellers.

The DSR system with shipping cost and delivery time DSRs are hard to maintain for the USA since USA buyers expect cost and times to be similar to USA sellers.

I see that you are in Montreal. In Toronto, there is a service called Chitchat's Express that takes sellers items to the USA to be mailed by USPS for a small fee per package. The advantage is low cost USPS rates and faster delivery times comparable to USA sellers. Is there a similar service in the Montreal area? I do not think so. You may want to contact Chitchat's Express for some ideas.

[snoopwiz]

As a seller, I have found that by simply "managing buyers expectations" our customer satisfaction rate is high, DSR's are almost always all 5's.

The "Under-promise and over-deliver" approach works best. Clearly state delivery time in the listing text. Over-estimate it by a few days.

We have a template "thanks for your purchase" email we send out upon receipt of payment. Again we clearly state anticipated delivery time. Again, we always over-estimate, often resulting in "fast delivery" mentioned in Feedback comments.

Was it fast?  Well, no, not really but, when we quote, twice, it will take 2 weeks and it arrives in 10-12 days, the illusion of fast ship is instilled to our buyer.

No, it isn't a fool-proof system. Just one we implemented years ago and does work for our business model. Your mileage may vary.

[snoopwiz]

Shipping time for this item is typically 5 to 15 business days (1 to 3 weeks) for Canada and the USA. For other countries, shipping time is typically 5 to 20 business days (1 to 4 weeks).

My guess is, a "typical" buyer would perceive this as....if it did arrive in 5 business days, fast, anything beyond that would range from "ok" to "slow"  Even if it made it with the 15 business days. Get rid of the best case scenario, use the real life, worst case scenario.

[pocomocomputing]

Shipping time for this item is typically 5 to 15 business days (1 to 3 weeks) for Canada and the USA. For other countries, shipping time is typically 5 to 20 business days (1 to 4 weeks).

My guess is, a "typical" buyer would perceive this as....if it did arrive in 5 business days, fast, anything beyond that would range from "ok" to "slow"  Even if it made it with the 15 business days. Get rid of the best case scenario, use the real life, worst case scenario.

The above is from my listings and not the OP. I do not have problems with shipping time DSRs as I use mainly Lettermail Oversize within Canada and Light Packet USA and International. Most items arrive well under 10 business days and often in 5 business days. So my delivery time estimates are reasonable. Many of my feedback mention fast shipping.

I also use Free Shipping and get the auto DSR 5 for shipping cost.

Despite the above, I have received a couple of all low DSR's one's and lower shipping DSRs over the past 4 years of selling when I was charging for shipping. Moving to smaller items with Free Shipping solved these problems.  If the item is sold Internationally, I still can pickup a DSR 4 for shipping time and shipping cost (no free shipping internationally usually).

[snoopwiz]

Oops, sorry about that poco

[2012beautystore]

I'm also from Montreal and I used to ship with Expedited parcel for Canada and small packet for US and International locations.

I do not mention anything about estimated shipping time in my listing because there is already an estimated delivery time calculated by Ebay that your buyer will see on the item page. This estimated shipping time is calculated based on handling time and the shipping service selected.

What I do is that I always over-estimated the handling time by a week. As result, most buyers receive the goods before the estimated shipping time. I got many feedback mentioning fast shipping. I strongly recommend that you use this trick when you sell internationally.

Also, I always include a thank you note in the package. In the note I ask them to contact me if they are not satisfied with their purchase before leaving any feedback and ask them to leave me a good feedback if they are satisfied with their purchase.

In addition, sometimes I include some samples of other items that I'm selling on Ebay (low value item). Most of time you can get a really good feedback from those buyers. They might buy your other items as well.