Top Rated Seller not a rant... just confused

[golfing_in_style]

Okay Im just trying to figure out this Top Rated Seller designation and am a bit confused ,which is not that unusual, given it's Monday morning and I'm a Blue Bomber fan (ouch). There are probably lots of stories like mine but bear with me. Ive been selling here since Jan 2003,with 100% positive feedback,current rating of of 5418. I think I've sold close to or more than 8000 items.Current DSRs are: item described 5.0, communication 4.97, shipping time 4.91, and S+H 4.90. I have received the 20% discount every month since it has been implemented.My search standing is raised on Ebay.com with a high policy compliance. I have quite a few items that show up on page one and business for the most part has been very good.Therefore as I mentioned above this post does not officially qualify as a rant.
I don't qualify for the Top Rated Seller designation because it appears that 4 customers or 0.06% in the last 12 months gave me a 1 or 2 in the S+H category.
Well I either break even and or lose a few cents in that area and there isn't a day go by that I dont ship.So as we all know as responsible sellers Canada Post/USPS are usually the culprits,or just those few very unreasonable customers.If my performance as a seller since 2003 doesnt qualify as a Top Rated Seller,I sure hope Ebay suggests a few things that I can improve on and help me serve my customers in an improved fashion.
Okay maybe it was a rant but only a mild one.Or maybe I just dont understand this TRS thing.
Enjoy your day everyone,as you could be me as I'm about to sit down in my Interest Theory class at the U of M.
play well and play often...
jesse

[dipmicro]

I don't qualify for the Top Rated Seller designation because it appears that 4 customers or 0.06% in the last 12 months gave me a 1 or 2 in the S+H category.

Does not matter which post office you use, as many have shown, you can build your business on top of USPS and CanadaPost. We use both mainly to increase speed, postal savings are passed to the customers. Under-promise and over-deliver - I usually exaggerate delivery times. Makes them frustrated at first, but then happy in the end. End matter more.

When buyer asks "Where is my item", it does not mean they want to scam you. Simply state it was shipped at such date to such address. My standard "stating the facts response" calms them down most of the time. If there is a tracking, give it to them again.

Do not spam buyers with automated responses. It p***es me off when I get 6 emails about single purchase, then I miss important information in sea of noise. Except standard eBay notifications that everyone can turn off in their profile, we only send one - shipping notification.

People do not like paying shipping. Many sellers think that eBay is just milking us for fees when they want us to include shipping, but in my opinion there is a psychology behind it. My sales doubled after I made combined shipping policy - my buyers pay shipping for one item, rest of items ship free). They love it.

Btw. TRS is hardly a purchasing decision. It provides more visibility but there are other tools on eBay to increase your footprint.

[paulgg132]

Hi guys, still confused over a lot of ebay stuff, well, thats not all I'm sure...

Does one apply for TRS? Or do you need to be invited, it doesn't seem to say anywhere. I already enjoy the 20% discount level most months and don't want to lose it. What report can I run that will show sales to US buyers as opposed other International markets. Do I need to list on .com instead of .ca for them to count? Should I be selling under a seperate id for my Euro sales?

It seems like some of you on this forum can find out more about another seller than they themselves know. I'm sure I qualify from items quantity and/or sales volume. How can I be sure?

[recped]

Does one apply for TRS?

No, once you are a Powerseller your TRS status is simply based on your numbers.

I'm sure I qualify from items quantity and/or sales volume. How can I be sure?

Check your Dashboard (Link from the Accounts tab in My eBay) and click on Performance or Seller Standing to see why you apparently do not qualify.

[Anonymous]

And even if you offer free shipping, the buyer can rate you a freakin 1.

So again, eBay is killing sellers, and they just don't care.

[craftycatsattic]

My items are sent lettermail and usually take 8-10 business days to arrive and sometimes longer. I would like to ship through the USPS but it's a good hour drive away and too much hassle. I would have to charge a higher handling fee so I am not opening up that can of worms, but it's great if it works for others.

On my end, I manage the bidders expectations as best I can. I state in all my auctions the average delivery time and then repeat it in all my shipping confirmations. I include thank you notes with all my envelopes thanking my customers for their purchase and telling them very briefly what I've done to merit their 5 star ratings (e.g. I TELL them their item was shipped within 2 business days) and ask them to contact me if I fell short so that I can earn their 5 star ratings. The trick with this delicate message is to keep it brief and professional. When bidders ask where their items are I send a caring reply along the lines of "I understand it can be worrisome when items don't arrive when we expect them to. I can confirm that your item was promptly shipped on x date" and then I explain that items can be held at the border and re-assure my customers that this is normal and that their items should arrive soon. My DSR's for shipping time usually run between 4.7 and 5.0. This month they've dipped to 4.3 but that's because of one disgruntled bidder who didn't read English and bought my crochet pattern book thinking she was buying the items in it. So yes it can be just a bidder or two that make the difference but as others suggested, perhaps you can work on increasing your volume just a little bit. I hope this helps!

Catherine

[coxengines]

This response may not please everyone but I teach Internet Marketing and How to be Successful on eBay at the local university and I do maintain that DSR's are almost fully within the control of the seller.

Cognizant that I may get roasted for this but try a change of attitude as follows:

When you enter the office in the morning, check your ego at the door. Repeat: check your ego.

Rules to follow:

There is no such thing as a stupid customer; only stupid sellers. There are no stupid questions, only stupid answers.

Yes,this is a difficult pill to swallow but it does work. The astute and successful sellers monitoring this board will recognize themselves.

Success in business (and in private life) is no coincidence and lies fully within your power.

How you feel about yourself and your business will be reflected in your modus operandi; something your customers will pick up on and judge you by.

Bernie

[cottonwoodindustries]

I agree fully

Loré

[surplusdealdude]

I agree with Bernie as well, although I wouldn't rate the sellers a stupid.

Manage your shipping better, if you can't.

If you can't manage your shipping, manage your customers' expectations.

And definitely park your ego at the door.

Treat your customers like friends and they become your friends;

1. Never lie to them.
2. Never talk down to them.
3. Remember that you are their to solve their problems, not the other way around.
4. Promise less than you deliver and constantly exceed expectations.

If there's a magic formula for success, it's the above points plus hard work.

[golfing_in_style]

surplusdealdude
Those are great points,which Ive always adhered to,but it's good to see them in writing as a reminder.Thank You!! I cant tell you the number of terrific friends I"ve made especially in Canada who were initially a customer.
As always I appeciate the opinions regarding my opening post.I guess what I was trying to say is that the new TRS standards are pretty tough especially to those of us who give this thing 110% on a daily basis and may have trouble reaching and or maintaining that high standard,due to the odd delay in shipping or error.Enjoy your evening everyone.
jesse