Archive for April, 2010

Dear eBay Queen;

I’ve read your column and blog for awhile now, and I can’t wait to here what you are going to say about this problem I am currently having with eBay.  You always seem to be upbeat and positive in your answers.  I wonder how positive you are about this subject.  I’ve been selling on eBay 12 years this December.  I have 100% positive feedback, am a Silver PowerSeller and a Top-Rated seller… or at least I was.

I was notified this week that I have lost my PowerSeller status and I am now longer a Top-Rated Seller. What completely baffles me is that I have 100% positive feedback (and 4.9.4.8..4.8..4.8 DSR’s), and yet I am a Below Standard Seller!   I don’t have any idea what buyer gave me the 1’s or 2’s that set me over the limit, and if you look at my feedback, nothing gives it away as to who is/was unhappy.  I am so upset that we lost our TRS and our 20% fees discount.  I can not believe I am lowered in search because of this!  Doesn’t my 12 years count for something? Doesn’t this turn feedback into a joke?  It would seem to me that eBay is committing corporate suicide.

Don’t they realize that these 1’s or 2’s can come from anyone? They could be a valid complaint, a competitor, an extortionist or a non paying bidder.  I don’t understand the reason why a buyer would give you glowing positive feedback, but give you a 1 or 2 in the stars department. We don’t even know WHO is leaving the stars, and from reading over the text that eBay’s laid out about DSR’s, we cannot even ASK the buyer what they left.  How can this rating system even be taken seriously when a good seller and a “bad” seller are separated by tenths of a point?

My husband tells me we don’t need this headache, so unless you convince me otherwise, I’ll be clearing my inventory, and taking a break, before I break down.  I’ve always been an eBay advocate, and dealt with the changes. Because of this, our sales are down 60% because of search placement, but fees are UP 80%.   It doesn’t make sense to keep using it. I guess we will concentrate on other venues where sales are up.

Joy; Springfield, Missouri

Dear Joy;

I am not sure what to say.  We are all in the same boat. Every seller on eBay is at the whim of a buyer who could give you a 1 or 2.  It hurts to have eBay (or anyone for that matter) tell you are not worthy. I think it stings more because we all know that 4.8 stars out of 5 are just tenths of a point away from each other.

eBay’s policy on this is: (check it out here: http://pages.ebay.com/sell/July2009Update/faq/index.html#1-2 )

• Rates of 1s and 2s* on DSR with US buyers not to exceed the following rates and counts:
  • Items as described:       1% and a count of 3
  • Communication:                        2% and a count of 3
  • Ship time:                     2% and a count of 3
  • Shipping & handling charges: 2% and a count of 3

* The time period for evaluation of the average DSR and rates of 1s and 2s on DSRs is the most recent three calendar months for sellers with 400 or more transactions during those months. For all other sellers, the time period for evaluation is the most recent twelve calendar months.

If this confuses you, here is a link to some examples of eBay’s math: http://pages.ebay.com/sell/July2009Update/LowDSRexamples/index.html

I don’t think it is a fair system and I really believe eBay was wrong in the implementation of it, unfortunately they don’t listen to me.  I firmly believe that as an Internet retailer, we should do what is best for us.  If you need to take a break from eBay, and re-focus, I think you should do it.  I wouldn’t leave the site for good.  They are constantly changing, and if you can adapt to the changes, you and your wallet will end up the winner.

Strange eBay item of the week: eBay item 140399292072 (enter this number in the eBay search box in the top right corner of the home page): Check your grandma’s house; she just might have one of these vases! Fenton Art Glass Hanging Hearts Vase 1925. SOLD $3,725.99 http://cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&item=140399292072

Suzie Eads is a nationally known eBay marketer and eBay trained Education Specialist. She lives in Rantoul. Do you have a question for the eBay Queen? E-mail: questions@asktheebayqueen.com.

Dear eBay Queen;

I’ve been selling for a couple of months now, and the stuff that I pick to sell seems to be a real hit or miss.  I don’t know how to guarantee sales on the items that I buy.  Do you have any suggestions for me?

Good Enough Stuff

Dear Good;

In today’s economy it’s hard to gauge what will make a good sell and what will be a dud.  Here are a couple of ideas that could help you out when you are on the hunt for eBay items.

1. Pick a category or sub category each week to go through.  Search by “completed” and by “highest price first”.  This will show you what is selling and for what price.  This way when you are at that estate sale or auction you’ll know if you should buy that item.
2. Purchase or use your Internet ready phone.  While you are out and about you can check to see what an item sells for, and if it is worth purchasing.

Dear eBay Queen;

After all my years of buying on eBay, it seems I finally need to open a dispute.  eBay’s been promoting their Buyer Protection when I’ve been on the site. Have you ever used this PayPal process? What about the eBay dispute process? Or are they the same?

I purchased a mint Monopoly collector’s edition game.  I’ve emailed the seller several times, and she has ignored my emails.  I’ve read through all of the feedback left for this seller, and when she handles a problem she appears to be emotional and defensive, so I’m not holding my breath.  I’ve decided that if she’d pay for my return shipping, I’d be willing to leave her a neutral, but right now she’s looking at a fat, red negative.

The game was shipped missing some of the parts, which she apologized for and offered to ship. If that’d been the only issue, no problem, but she never offered a resolution about a “mint” game with the dents and dings in the box that didn’t close properly.  My son wanted this since it’s a “collector’s” edition, it’s not so collectible if it’s not “mint”. I’d like to handle this in a way that will minimize the headache I’m about to endure with this transaction.

Do you have any suggestions on going through eBay or PayPal to get my money back?

Angie; Kansas City, MO

Dear Angie;

I have used both of them. PayPal and eBay work together to solve disputes.  If you open a dispute in PayPal it will show in eBay and visa versa.  The process sometimes takes a long time, up to 42 days in some cases.  Something to think about before opening a dispute; if you want your seller to pay for return shipping, neither PayPal or eBay require the seller to pay for the shipping back to you.  If what you want is the return shipping paid, it would be best if you worked it out with your seller, before involving eBay.

In this situation, I would email the seller (again) and let them know you would like to send this back for a return.  Make sure to keep your email upbeat and positive.  Try not to get into a war of the words.  That never seems to work out, and will most likely not end the way you want it to.  Give the seller two days to respond.  If she doesn’t, then go through PayPal and file your dispute.

It is important to not threaten the seller with negative or neutral feedback, as this is against eBay policy.  If I were your seller and read the note you sent to me, I would think “the best I could do is a neutral?”  What’s the point?  Your seller already knows you are contemplating a negative.  When a buyer is unhappy all sellers know that a negative could happen.  I think a better wording to them would be; “I would like to return this and have my return shipping covered.  I hope we can resolve this amicably, I really want this transaction to end on a positive note.”

I hope you and your seller can work this out.

Strange eBay item of the week: eBay item 350330036486 (enter this number in the eBay search box in the top right corner of the home page): Have you ever wondered how to get your hands on a Emmy? Here’s a 1996 Emmy from TV’s General Hospital for Costume Design. SOLD $5,500.00 http://cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&item=350330036486

Suzie Eads is a nationally known eBay marketer and eBay trained Education Specialist. She lives in Rantoul. Do you have a question for the eBay Queen? E-mail: questions@asktheebayqueen.com.

Dear eBay Queen;

My sister just moved to the United Kingdom from Topeka.  She buys a lot of things off eBay but has never sold anything.  I sell and buy on eBay.  I have over 5000 feedback, which is why I think she sent me this email.  I don’t know how to answer her.  I am hoping you can help me.

“I think I have figured out the biggest scam in the world of eBay!  I hope you are not doing this.  These sellers are offering a low priced item, where the seller doesn’t make much of a profit, then hitting me, the buyer without outrageous postal charges!

I bought a really cute dress for Jennifer.  The seller says it weighs 1 lbs, and the cost to ship it to me here is 13.78.  I can not believe this! I am refusing to pay what is an obviously grossly exaggerated international postal shipping fee.  This 13.78 is *far above* what I usually pay. Now this seller has now filed a case against me for non-payment.  What should I do about this?  Surely I don’t have to pay for this, right?”

I have no idea what to tell my sister.  Do you have any ideas?

CJB

Dear CJB;

I think I can help you out.  While checking the USPS website, I found the following rates on a 1lb package from the United States to Great Britain.

• Priority Mail International Small Flat Rate Box.  Shipping cost $12.78
• First Class Mail International package.  Shipping cost is $10.76

It looks like your sisters’ seller is shipping the dress via Priority Mail International, and charging her $1.00 handling.  You can check out the International shipping rates by clicking on this link: http://ircalc.usps.com/MailServices.aspx?country=10150&m=13&p=0&o=1&mt=10

If this were my sister, I would let her know this seller’s shipping charges are not out of line. I would also advise her to email the seller and as for the item to be shipped First Class International in order to save a couple of dollars.  The post office recently had a rate increase which your sister my not be familiar with.  I would let her know that her seller is completely inline by charging her 13.78.

Dear eBay Queen;

I’ve been in a real funk lately when it comes to eBay.  I’m so down on this whole Detailed Seller Rating System.  I was talking to a woman at the antique mall, and we kind of got into it over DSR’s and Feedback.  Could you settle our argument?  I can not figure out why we should leave feedback for buyers.  It means absolutely nothing.  I can’t figure out why eBay hasn’t changed the policy.  If all we can leave is positive for a buyer what does it matter? I do think that it means that eBay doesn’t really care about what  most sellers think.

I also worry that if I don’t leave feedback for my buyers, that they will be annoyed and leave less than positive feedback for me.  However, most of them probably wouldn’t even notice.  I have a separate eBay ID for buying.  I check that ID’s FB maybe once every six months, and if a seller didn’t leave me FB, I would never know it.  What is your opinion?  Do you think buyer feedback is important?

Christina; Garnett, KS

Dear Christina;

I understand your point of view.  Sometimes it feels redundant to leave feedback for buyers since all that can be left is a positive.  To many buyers, it is very important to receive feedback.  That is why we should continue to do it.  No matter what eBay has done to mess up the feedback, system, buyers still want, and expect you to rate them.  The buyers are OUR customers, not eBays.  As business people, we need to take care of our customers and business.

I believe if all sellers had taken care of their customers and given them what they wanted, (good customer service,) we would not be in the situation with DSR’s and feedback we are in now.   My advice is to continue giving your buyers what they want; positive feedback.

Strange eBay item of the week: eBay item 120549892832 (enter this number in the eBay search box in the top right corner of the home page): I’ve always been told that old maps sell well.  Here’s proof! 1874 Colorado Springs original Railroad Map SOLD $4,150.00 http://cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&item=120549892832

Suzie Eads is a nationally known eBay marketer and eBay trained Education Specialist. She lives in Rantoul. Do you have a question for the eBay Queen? E-mail: questions@asktheebayqueen.com.