Ebay Performance Level

by tbk125
8 replies
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We recently had 3 ebay case resolutions ruled in a customers favor (we sell a technical product which customer tend to buy the wrong item and then blame us). These case resolutions have removed our power seller status due to performance levels and since our sales have plummeted. Does anyone have any suggestions on how to resolve this issue / regain our power seller status quickly?
#ebay #level #performance
  • Profile picture of the author James Hensley
    All that you can do is file a counter dispute with Paypal but 9 times out of 10 they will agree with the buyer due to Ebay's buyer protection policies. Be sure to communicate with the buyers throughout the process to minimize your negative feedbacks. And don't hesitate to give Ebay a call, sometimes you can catch a break by talking to somebody.

    I would modify your auction templates to reflect refund policies that you as a seller wish to implement, and be sure to be specific for example, "no refunds after 14 days". I know that doesn't really help with your current problem, but something to think about in the future.
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    • Profile picture of the author Silas Hart
      Actually, you are pretty lucky eBay hasn't suspended you. In fact, I bet you are on seller probation.

      At this time, there is nothing you can do. You could try to increase sales by selling fast selling low profit items until you get the status back and improve your seller metrics.
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  • It sounds like to me you're not selling the item - nor yourself properly.

    And in that case, the item is being sold to ill-informed buyers.

    In fact, if this is a multi-variation listing - I'd recommend listing each item separately. That way you can increase your footprint on eBay, and sell the item better.

    In addition, contrary to what others have proposed, I would make your return policy more GENEROUS. That way, you can take any negative situation and turn it into a positive.

    Anytime someone has an issue with an item - you can always have it refunded 1oo percent - and with excellent communication with the buyer, you can always 'take responsibility' for it (even if it was on them) and fix it - to their satisfaction. That way, they can buy the REAL product they wanted.

    In addition - when people see how well you handle product issues, they will be more apt to come to you in the future.

    The return shipping is an INVESTMENT in their return business in the future - with their promise they'll tell their friends about you as well.

    That way you can turn any negative into a positive.

    And this concludes Internet Business 101.
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  • Profile picture of the author James Hensley
    I was wrong to suggest that your refund policy be restrictive, especially if your item is misrepresented in any way. The buyer should always have a clear and honest picture of what they are bidding on.

    Auctiondebteliminator is right, if your refund policy is more generous then you will never have to worry about negatives. And ultimately this will make you a better seller, satisfied customers do return and if you handle every transaction properly and with generosity, its likely that you will convert unsatisfied customers into returning buyers.
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  • There is actually a great article on this as well. Using this as a return policy can actually INCREASE your conversion rates too - sending them through the roof:


    Forget blame game: Free returns can increase online purchases 357% - Business

    Enjoy!
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  • Profile picture of the author James Hensley
    That was a great article, now I do recommend that folks go ahead and take a look at that!
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  • Profile picture of the author tbk125
    We are hardly selling anything since our performance level dropped, that being said I don't see how we could possible regain a power seller status. Would we be better off starting a new eBay store?
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