Feedback Score.

[blackcreekhomeandgarden]

I am super concerned about my feed bad score. 96.1%  I am diligent about writing a detailed descriptions of my items, taking meticulous photos, weights, and measurements. Yet I keep getting dinged on my description and shipping.  And we know that most buyers don't read them. I've never had anybody ask me anything about an item regarding its condition or to clarify a description.  I get good feedback with only 2 negatives that are old.  I don't know what else to do to get my score up.  I have started giving free shipping which sucks because now I have to charge way more for my items.  I know there are some sellers here that have been sellers for years and they have 100% positive feedback. I'm just stumped.  A lot of sellers don't even offer a description or fill any of the information on the product out. Yet that have perfect feedback.  What gives?

[inhawaii]

Just being honest.

That towel negative feedback wouldn't bother me but the sweater one would.

I have to side with the buyer on that one.

They bought the item with free shipping.

Why would they have to pay additional shipping to have it re-shipped to them.

It wasn't their fault.

[gurlcat]

Your score will keep rising as you get more positive feedbacks within the same 12 month period as the 2 negatives.  And when they reach that age, they will be taken out of the calculation.   And even if you were stuck with 96 forever, that is what anyone would call an 'A+' so quit sweating it.  I guarantee it is not costing you sales. 

[luckythewinner]

I don't know what else to do to get my score up.  I have started giving free shipping which sucks because now I have to charge way more for my items.

Why do you think that free shipping would improve your feedback score? 

[chapeau-noir]

Try capped flat rate shipping - spread things around a bit.

[reallynicestamps]

I have started giving free shipping which sucks because now I have to charge way more for my items.

No.

Which is cheapest?
A $10 item with $5 shipping?

A $15 item with Free Shipping?

Which will attract the most buyers?

You may lose some customers when they see that low $10 price is actually $15 after the shipping is added.

You may gain some customers who think $15 is a decent price and love that you have Free Shipping.

There is a level, and ghu only knows what it is , where putting the shipping cost into the asking price makes no difference to the saleblity of an item.  My guess would be around $100-$150. But it would be a guess.

If Free Shipping does not work for you, and with bulky items that require dimensional shipping rates they likely don't, I would reconsider your NO RETURNS policy.

First because it sounds unfriendly.

Second because unhappy buyers are more likely to go for a Not As Described Claim, even if the real reason for the return is Buyer Remorse, when they think you will be uncooperative.

And most important because No Returns does not mean NO REFUNDS.

If you sell on eBay you make refunds. The only question is if the seller pays for the return shipping and whether they pay voluntarily or if eBay pays and comes after them for their money and gives them a Defect for not cooperating.

For the two negs.  You were wrong on the sweater. The buyer had paid for it and you messed up the shipping. You are responsible for reshipping. The question of the "strange odour " should have been addressed with the buyer before cancelling and refunding.

On the tea towel, I am much more sympathetic, but I would have suggested "I regret you are unhappy with your purchase. Please return the item for refund." which makes you look more cooperative and easy to work with.

[nobody*s_perfect]

The sellers who have perfect feedback probably respond differently to the types of situations that got you those two negatives.  For instance, they probably accept returns even when the buyer complains about flaws that were already described in the listing.

[blackcreekhomeandgarden]

The sweater was a massive SS. It wasn't  my fault either, it was an eBay screw up. I paid  shipping on that sweater three times. If he would have been patient for a few more days instead of being an AH, eBay fixed the issue and paid the shipping.  But he refused to remove his feedback.  I stayed in contact with him almost daily telling him what was going on with my eBay contact to solve the problem.

[blackcreekhomeandgarden]

Because that is where I usually see the most dings on my rating is shipping.  I ship next day unless its the weekend. Or if I'm shipping something large that needs extra care and time. Rare.

[blackcreekhomeandgarden]

Thanks so much for such a detailed reply. The sweater really wasn't my fault it was a eBay screw up. eBay did end up fixing the issue and refunding me shipping I paid.  And I paid to ship that sweater three times. LOL it was a month-long debacle.  The tea towels, I would have refunded them if he would have messaged me, but he didn't. I didn't know anything until I read his feedback. I offered to refund him and he never replied. The strange odor on the duvet, she also never contacted me. I would have refunded her if she would have wanted to send it back, but she kept the item. It was brand new unused. 

I have refunded and accepted return items every time I have been asked. I have changed my return policy recently, and working on getting it changed on all listings, as well as paying for shipping.  On some items.  I still feel like my customer gets the better deal especially when it's calculated for their address instead of me taking a wild guess. I sell a lot of heavy items, a lot of dishware.  I feel like shipping transparency is best, but it seems like buyers just like the work "free"

Thanks for taking your time to respond. 😁

[blackcreekhomeandgarden]

I would have accepted a return if he would have messaged me but he never did. He just went straight for the negative feedback. After I saw his feedback I offered a refund if he returned it and he didn't respond. 

[albertabrightalberta]

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@blackcreekhomeandgarden wrote:

It wasn't  my fault either, it was an eBay screw up. 

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@blackcreekhomeandgarden wrote:

 The sweater really wasn't my fault it was a eBay screw up. eBay did end up fixing the issue and refunding me shipping I paid.  And I paid to ship that sweater three times.

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I'm curious. How was shipping an ebay screw up? Ebay gives you the buyer's shipping address and the label populates the address automatically. And why did you pay to ship the sweater 3 times? 

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@blackcreekhomeandgarden wrote:

I would have accepted a return if he would have messaged me but he never did. He just went straight for the negative feedback. After I saw his feedback I offered a refund if he returned it and he didn't respond. 

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If buyers see a policy that states, "seller doesn't accept returns," they don't think to ask the seller to change their policy. Buyers assume that the seller means what he says.