The more "excellent service" you give to buyers, the more eBay dings you.
My daughter and I have each sold on eBay since early 1997. That's 18 years!
Recently, though, in attempting to meet buyers' needs and give excellent service, we find ourselves being dinged.
In my case, a buyer of multiple items reported that one was received with a slight (but acceptable) flaw. She contacted me directly and not through eBay, just to let me know. I had an extra item so I printed a new label and shipped it to her immediately. She was thrilled.
NOW: eBay has dinged me for "not shipping (the second item) within stated handling time" even though the first shipment went out within hours.
In my daughter's case, she sold five listings to the same customer who wanted to pick up the items. The buyer was pleased that he could do so and gave great feedback.
NOW: she has been dinged for "not shipping" on all five listings.
She called eBay and was told "that's just the way it is and there is nothing we can do".
eBay: WE are the people who keep you in business. WE have sold almost $200,000 in 18 years. Yes, we are small sellers but we are your backbone.
You want us to give "excellent customer service" but you give us defects when we do so.
It's not us. It's you, eBay, keeping us from doing the right thing.
As a quality assurance professional, I learned one thing: things are either right or wrong. They are not 1, 2, 3, 4 or 5. The overly-complicated eBay DSR system allows buyers to leave feedback depending on mood.
For example: We recently had an unpaid item dispute with a buyer who regularly would leave ten or more negatives against various sellers in one day. One negative was for not allowing her to pick up a 99-cent purchase (which would have required a 100 mile round trip). "Not community minded" was added as an extra insult.
That buyer is still stiffing sellers, based on what we see on her feedback received.
Here's how eBay's defect system should work:
IF a buyer reports a seller-caused defect, they should be required to file a complaint **right then**. They should not be able to ding you with a low DSR score and NOT follow through.
Feedback: Sellers should receive a "point" for each sale. IF there is a problem, the buyer can remove that point by filing the complaint (which would leave an automatic negative).
The harder we work, the more we're disrespected