This holiday season, you’re probably going to be shipping more orders to more buyers than at any other time of the year.
As buyers shop, they’re looking for signals of reliable, trustworthy, and customer-focused sellers. The Top Rated Seller (TRS) designation is an instant sign for buyers of a seller with demonstrated success.
Sellers earn TRS status by consistently delivering the great customer service buyers expect.
If you’re not yet a Top Rated Seller, Q4 is the perfect time to make it your goal to become one, especially because eBay is doing lots of marketing to bring buyers to the site. To qualify, you’ve got to have at least 100 transactions and $1,000 in sales to US buyers over the last 12 months, and good holiday sales can certainly help you get there.
If you’re already a Top Rated Seller, stay focused on delivering great service to each customer, and don’t put yourself at risk of losing that TRS status because of a few transactions that missed the mark.
We’ve got four simple tips to make sure you reach your goal of becoming and staying a TRS.
For a buyer, perhaps nothing has more potential to create online-shopping anxiety than the possibility that the item she ordered isn’t going to arrive on time. Uploading tracking information goes a long way to relieving that stress because it allows your buyers to see when the item shipped and its stops along the way. One of the requirements for Top Rated Sellers is to have tracking information uploaded within your promised handling time for 95% of transactions to US buyers.
Using eBay labels is the easiest way to make that happen. When you use eBay labels to create your shipping labels, tracking information is automatically uploaded to My eBay and forwarded to your buyer. If you’re not using eBay labels, add tracking info to each item in the ‘Sold’ section of My eBay. Your buyer will be glad you did! Because your handling time ends only once your carrier scans the item, we encourage sellers to work with their carriers to ensure each item is scanned.
Imagine how thrilled a buyer would be to find your listing for just the item they’re looking for this holiday. They click ‘Buy It Now’ and pay, excited to have found the perfect gift for their family or friends. Now imagine how the buyer would feel if they later received a message that the item is out of stock and won’t ship in time for the holiday. They’d likely feel a mix of emotions—and none of them good!
Canceling orders because the item is out of stock is one way a seller will earn a defect, which is the term for a transaction that creates a bad shopping experience for buyers. Top Rated Sellers must have a defect rate equal to or less than 0.5%, with three or fewer defects from unique buyers.
You can avoid running out of stock by managing your inventory accurately, and Seller Hub can help you do that. If you sell multi-SKU items—in other words, multiples of the same item within one listing— the Growth tab can give you both restock advice for items likely to sell out soon and sourcing guidance to find new inventory. If you don’t sell multi-SKU items, track your inventory levels in the Listings tab.
If a buyer never receives their item or they receive something that doesn’t match what was described in the listing, they use the Resolution Center to communicate with the seller.
Sellers earn a defect when they’re unable to resolve a problem through the Resolution Center, eBay has to step in, and the seller is found responsible. Be sure you respond to any Resolution Center communications within three business days. If you and your buyer can’t to come to a resolution that way, the buyer can escalate the case for eBay to review.
You probably know from experience that the key to satisfying a customer, especially when something goes wrong, is good communication. Being responsive and understanding is often an easy fix for what may seem like some of the most difficult customer-service situations, and small touches like a handwritten thank you on a packing slip can go a long way to delighting buyers.
Your selling activity is evaluated on the complete requirements to become a TRS over a rolling three-month window, and you can track your performance in your Seller Standards dashboard. Great service in November and December can do a lot to help you become or stay a TRS and to help create customers who will want to buy from you again.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.