Preventing low ratings on Shipping and handling charges?

We have recently lost our discount due to a handful of low ratings on our Shipping and handling charges. We are pretty accurate with shipping costs and we are pretty sure the complaints are coming from sales to the US. Does anyone have experience or advice on how to prevent the low ratings in this category. Thanks in advance!

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Preventing low ratings on Shipping and handling charges?

I think Americans do expect to see shipping at least equivalent to what they would pay domestically, if not lower, so in my view the very best way to compete with US sellers and to ensure great DSRs is to offer free shipping wherever you can. Many believe free shipping will become the norm in the next few years, and certainly many other sites are promoting it, and buyers are getting used to expecting it. 

 

The second best way to encourage happy DSRs is to reduce your shipping costs below what most of your US competitors charge, to the extent you are able.  Balancing shipping against the cost of the item is the key -- you can probably afford to "subsidize" buyers' shipping costs on items worth more, or on items that can be shipped inexpensively.

 

There are numerous discussions on these boards on the issue of whether or not to roll some of your shipping losses into item price.  In my opinion that is counter-productive, as you'll have to keep increasing your item costs as shipping costs increase (which they always will), thus losing your competitive position in time.  However I know there are differing opinions on the subject.  

 

Unfortunately, for us Canadian sellers, shipping is the big bugbear that we have to cope with somehow, probably by accepting lower margins than our US counterparts.  Not the greatest news, unless of course the Canadian dollar drops substantially and you list in $US; then you can automatically recoup some of those shipping losses.  

 

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Preventing low ratings on Shipping and handling charges?

i sell a lot of things that go lerrermail,i offer free shipping to canada and the equivalent of can,shipping as discount to usa buyers.

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Preventing low ratings on Shipping and handling charges?

I do not drink from TRS cup. I feel the whole thing is a carrot and donkey set-up, and, we are not the carrot.

 

Correct me if I am wrong, but, to get the TRS discount to the USA you would need to upload tracking, within one day, for 90% of shipments? For me, the move from small packet to tracking would cost my customers an extra $6-$9 per parcel. Without the benefit of tracking, my stars are 4.8 and 4.9.

 

Does not matter what you charge the Americans for shipping, many do not like the "additional" charge. They are heavily conditioned to "free" shipping. Please, do not start that argument.

 

The only time I use tracking is when I have to buy Expedited, or, when I once in a blue moon purchase tracked packet.

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Preventing low ratings on Shipping and handling charges?


@mr.elmwood wrote:

I do not drink from TRS cup. I feel the whole thing is a carrot and donkey set-up, and, we are not the carrot.

 

Correct me if I am wrong, but, to get the TRS discount to the USA you would need to upload tracking, within one day, for 90% of shipments? For me, the move from small packet to tracking would cost my customers an extra $6-$9 per parcel. Without the benefit of tracking, my stars are 4.8 and 4.9.

 


You're right - for US TRS you need that 90% tracking requirement.  I may be a donkey, but I do like getting to the barn at night, even if I have to follow a carrot. Smiley Happy  

 

In my view, my Cdn (Global) TRS discount helps to pay for a lot of the shipping "subsidies" I give my US buyers.  US TRS is probably a lot less meaningful for Canadian sellers, as the only real additional benefit (so we're told) is better placement in searches.  I've had Cdn (Global) TRS for some time, but finally just hit the threshold for US TRS.  I'll be interested to see whether it makes any difference in sales.  

 

Granted, US TRS status is easier to achieve if you're selling higher-priced items that you can ship with tracking most of the time. 

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Preventing low ratings on Shipping and handling charges?

Is our OP using expensive tracking on their $20 parcels? That is as bad as the GSP coming to us.

No, buyers are not agreeing to the shipping cost just because they buy. They want the widget and are ticked at the cost of shipping, which they do not understand, and then give low DSR.

Ya can't use tracking on low value widgets, yer gonna get dinged, plain and simple.
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Preventing low ratings on Shipping and handling charges?


@mr.elmwood wrote:

Ya can't use tracking on low value widgets, yer gonna get dinged, plain and simple.

Well, yes and no.  You can use tracking on low value widgets occasionally, for a reason, if you're prepared to "subsidize" the cost down to ordinary Light/Small Packet level.  

 

I do this fairly regularly (for example, where I might be concerned about being able to see its progress from my end, or because the item was lower value but heavier/larger than allowed with Small Packet).  The buyer sees and pays only the low (Light/Small Packet) shipping cost, but I pay the additional cost to get the tracking - usually Expedited to the U.S. These "subsidies" are offset by the TRS fee discounts.  In fact, there's usually some of the TRS discount left over for me at the end of each month, so to speak. 

 

Since I sell quite a number of higher-priced items (over $200) and a lot of lower-priced items ($15-25), I have the benefit of being able to play with the numbers, recouping losses from one type by savings on the other.  It's a constant balancing act, but I do get a bite out of the carrot now and then. 

 

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Preventing low ratings on Shipping and handling charges?

Now that you have lost the TRS discount (the only thing TRS is really good for) you can just tack on a couple of bucks in "handling", ignore the dings and make more money than your discount was ever worth.

 

The only way to avoid dings for shipping is to give it away ("free" shipping) and even then only because eBay prevents buyers from rating you on shipping cost if it's free (but NOT always). They started that policy because buyers were dinging shipping cost even when it was free!

 

If you happen to be a seller of very high value items then chasing the TRS carrot might be worth it. Of course if you sell really high value items it's easy to roll the shipping cost into the item price. High price items also tend to attract fewer wingnut star dingers.

 

 

 

 



"What else could I do? I had no trade so I became a peddler" - Lazarus Greenberg 1915
- answering Trolls is voluntary, my policy is not to participate.
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Preventing low ratings on Shipping and handling charges?


@mr.elmwood wrote:

I do not drink from TRS cup. I feel the whole thing is a carrot and donkey set-up, and, we are not the carrot.

 

Correct me if I am wrong, but, to get the TRS discount to the USA you would need to upload tracking, within one day, for 90% of shipments? For me, the move from small packet to tracking would cost my customers an extra $6-$9 per parcel. Without the benefit of tracking, my stars are 4.8 and 4.9.

 

Does not matter what you charge the Americans for shipping, many do not like the "additional" charge. They are heavily conditioned to "free" shipping. Please, do not start that argument.

 

The only time I use tracking is when I have to buy Expedited, or, when I once in a blue moon purchase tracked packet.


You don't need to upload tracking in order to receive the TRS discount on all of your listings. As long as you meet the requirements for Global TRS, you do get the discount and the TRS badge on .ca

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Preventing low ratings on Shipping and handling charges?

eBay recognizes that Canadian sellers  cannot provide 90 % tracking to their buyers.

 

 

They can get a TRS standing on eBay.com with some measure of boost in search....  The best standing on eBay.com is as a TRS plus....  and that requires 90 % tracking and one-day handling.

 

Only with TRSplus is a seller's standing noted as an icon in listings on ebay.com.

 

A Canadian seller with a TRS standing on eBay.com will still get a 20 % discount on FVF... even if they do not have a TRS standing on eBay.ca.  However they must meet all requirements for TRS  and without 90 % tracking and one day handling.

 

On eBay.ca, we must achieve a Global Standing... all sales worldwide....  and have a TRS standing, with icon ..... without 90 % and one day handling... and we get a 20 % discount of FVF...

 

 

 

I sell books... used lettermail, Tracked Packet and Expedited US...  and the best for percent tracking that I can achieve is 70 to 75 %.

 

I find that the best way not to get low ratings for shipping and handling is to be very honest

 

 

My email to a buyer  is as follows....

 

-----------------------------------------------------------

 

Thanks for purchasing this book.

Your purchase will be in the mail on Monday, September 23.

Should  take about 10  to 14 days, and sometimes longer if it gets caught up
in the postal system or in customs....

----------------------------------------------

 

Sometimes the buyer forgets Canada to the US is international mail delivery.... my note with respect to customs

 

Shipping is very fast with my choices with Canada Post.... 

 

Also  buyers tend to buy higher priced items....  with shipping cost  about equal to, or much lower than,n the cost of the item purchased...

 

One can deal with high shipping costs  but it takes a very direct approach with buyers... and fast shipping  helps...

 

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Preventing low ratings on Shipping and handling charges?

TRS is not doing the boost in search it used to. That changed, with all the other changes, back in the spring.

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