topic Re: Low DSR for communication? in Selling

Low DSR for communication?

premiumgradedcards — Thu, 11 Oct 2012 06:12:29 GMT

Hello,

Just looked at my current DSR's today and I got a 1 for communication.

I don't understand how someone could leave a low star for communication.

Ebay sends out all the auto emails, where they prefer you not to send your own personal messages to the buyers.

I have positive feedback, but would prefer to at least know where I could or if I could improve in that area.

At the moment I send most buyers a message after I post their items, which I generally get a "thank you" from the buyers.

Since ebay is sending out their owns emails, and I too message the buyers when posted. How can I still get low DSR's in communication??

Should I change what I am currently doing? Or am I being to picky?

Cheers

Re: Low DSR for communication?

pimpndecals — Thu, 11 Oct 2012 06:19:34 GMT

your not being picky, i check out the DSRs to keep tabs on it, generally though sometimes it could be a mistake or someone might not like the extra messages, or if you didn't send anything they might not like that.

Best to send messages as a thank you never goes astray, but you will never please everybody. 🙂

Re: Low DSR for communication?

patchoo78 — Thu, 11 Oct 2012 06:26:36 GMT

Some people will mark you down for over communication..A lot of buyers don't like getting a lot of e-mails so a personal message is usually unnecessary..

The ironic part is, if you hadn't sent an e-mail to the buyer, then you probably would have got an automatic 5 stars for communication

Re: Low DSR for communication?

premiumgradedcards — Thu, 11 Oct 2012 06:37:25 GMT

Since I'm a small seller I just try to add that extra touch, where ever possible.

I as a buyer sometimes don't get the auto emails when purchasing, so that's proabbly why I try to send messages to the buyers, when I sell.

But yeah guess you can't always win 😄

Re: Low DSR for communication?

premiumgradedcards — Thu, 11 Oct 2012 06:39:43 GMT

Or if I didnt send a message, I still would have been marked down for not communicating properly/enough.

Re: Low DSR for communication?

digital*ghost — Thu, 11 Oct 2012 07:39:34 GMT

This is just one of those things that, despite your best efforts and intentions, is ultimately out of your hands - different buyers like different things and there's no way for you to know which ones prefer what unless you ask each and every one; and you'd probably get worse stars for communication if you did that.

Case in point, I have read many experienced buyers on the board say they don't want the automated emails let alone direct communication from the seller (unless absolutely necessary). One could read that and decide to no longer send messages. On the other hand, I've read very experienced buyers/sellers complaining that when they use a high FB ID, they get no direct communication, but if they use a low FB ID to buy, they do get communication - no one seems to think it's the seller attempting courtesy according to the individual buyer and situation, based on the general consensus of more experienced eBayers...

Like you, I am a smaller seller, and unless a parcel is going to be marked as posted within an hour or two of purchase and payment, I send a direct message to every single buyer, regardless of FB score. I do it because it's how I want to conduct my business, and because there are many who appreciate it, and for those that don't, I rely on them at least being able to recognise it is done out of respect and not an attempt to annoy. I'd rather annoy one every so often for "over-communication" than annoy a few with no communication. 😉

Also, it just may be that the star was left in error - there's an unfortunate glitch with the eBay app(s) on smart phones etc that make leaving feedback, DSR etc more difficult and errors like unintentional low DSRs and negatives are know to occur because of it.

Re: Low DSR for communication?

patchoo78 — Thu, 11 Oct 2012 07:47:29 GMT

Or if I didnt send a message, I still would have been marked down for not communicating properly/enough.

You're missing my point.. Sellers qualify for automatic 5 stars if no communication occurred between the buyer and the seller.. Meaning that the buyer doesn't get an option to mark your stars down, it is an automatic 5 stars

Re: Low DSR for communication?

digital*ghost — Thu, 11 Oct 2012 07:57:35 GMT

Or if I didnt send a message, I still would have been marked down for not communicating properly/enough.

You're missing my point.. Sellers qualify for automatic 5 stars if no communication occurred between the buyer and the seller.. Meaning that the buyer doesn't get an option to mark your stars down, it is an automatic 5 stars

The auto-5 stars only happens if the seller has a 0 or 1 day handling time, uploads the tracking number within 24 hours, and there was absolutely no communication two weeks prior to the purchase up until feedback was left.

I disqualify myself from the auto-5 both with my handling time (2 days, even though all parcels are posted within 24 business hours) and my choice to actively communicate, but I still have a full 5 stars for communication from 500+ FB in the last 12 months, so I can only presume more appreciate my efforts than don't.

In saying that, I did recently go to leave FB for a seller who had not uploaded a tracking number, but they received an auto-5 anyway. o_O

Re: Low DSR for communication?

aj111003 — Thu, 11 Oct 2012 07:59:17 GMT

I have to agree with DG's comments. I think after looking at your excellent feedback comments, this is probably an error/mistake that has been made.

Re: Low DSR for communication?

kopenhagen5 — Thu, 11 Oct 2012 08:04:15 GMT

I don't think you should change, it sounds as though you know how to give good service.

Can't please everyone, and as said, could have been an error.

I wouldn't read into it too much.

Re: Low DSR for communication?

wishuponastarcelebrationsandgifts — Thu, 11 Oct 2012 09:23:53 GMT

I am sorry to hear about your low DSR and understand how disappointing it is to receive them when you go out of your way to provide excellent service.

Unfortunately low DSR's are unavoidable for a myriad of reasons from being left in error, buyers not knowing how the rating system works (ie some assuming a 1 = excellent), to some buyers being genuinely dissatisfied even if you comply with your trading terms as specified in listings.

I do not send each buyer a message. I do however respond to every single enquiry I receive, and fairly promptly, either via my PC or phone. My communication DSR's are fairly good, and it is almost non existent for me to receive a low DSR for communication.

In saying that I get a few low DSR's for postage time and cost even though I post same day or within 1 business day as specified in my listings. In researching low postage cost DSR's they typically have come from buyers that I have charged below the actual postage cost. It proved the point to me that as others have said you simply cannot please all people all the time.

Continue to provide great service to your customers in the manner which you feel is right, and that you believe suits the majority of your customers. Do not worry about the odd low DSR. If most of your buyers are leaving great feedback take that as a good indication that you are doing a great job 🙂

Re: Low DSR for communication?

premiumgradedcards — Thu, 11 Oct 2012 09:36:40 GMT

yes that is true. I also experienced the same when buying. Even though their was no tracking number, it still gave auto 5 star.

Re: Low DSR for communication?

premiumgradedcards — Thu, 11 Oct 2012 09:38:31 GMT

thanks for that 🙂

But I guess I'll will just keep doing what I am doing.

Re: Low DSR for communication?

kayedonproducts — Thu, 11 Oct 2012 13:49:27 GMT

I've given up on understanding DSRs, and really can't see the point of them, apart from the fact, buyers can leave them anonomously, which may protect them from some "hate email" by a few sellers.

I have been marked down a little bit on postage costs. I don't offer free postage - did for a while but decided it wasn't worthwhile. as I try and keep my prices as reasonable as possible and don;t want to pay ebay any more fees than I have to. I only ever charge the postage cost, and sometimes I pay a bit more than paid by buyer.

I'll probably never have 5 stars for postage as I have health problems and allow 2 days for postage, often post in one, sometimes there will be a delay, as there has been the past couple of weeks due to my health..

On communication, I do OK and send a message when item is purchased and another one when item is posted. Also answer any questions ASAP. I have had some lovely emails from a number of buyers, so guess the majority of buyers are happy.

I'm only a small seller and am just going to keep doing what I am, as when all the new changes come in I'll be losing my TRS anyway. I always try and give the best service I can and think most buyers appreciate this from any seller.

Re: Low DSR for communication?

phorum_junkie* — Thu, 11 Oct 2012 16:34:56 GMT

As long as you mark an item as sent or input the tracking details ebay send an auto item posted email so you are perhaps doubling up on that one which would annoy some buyers.

I don't look closely at my DSRs then I don't have to worry about them, as long as my average stays above the ebay average I find it pointless wasting time on them.

My sales stay consistent despite what my feedback or stars are doing and regardless of if I have TRS or not.

Re: Low DSR for communication?

davewil1964 — Thu, 11 Oct 2012 16:54:42 GMT

What's the eBay average, pj?

Doesn't show up anymore.

Re: Low DSR for communication?

phorum_junkie* — Fri, 12 Oct 2012 09:49:51 GMT

Doesn't it? Shows how often I check then doesn't it :^O

Re: Low DSR for communication?

everard6920 — Wed, 17 Oct 2012 05:01:13 GMT

So . . just say a buyer ignores the automatic emails . . . and then sends a message asking when the item was posted (or something similar), and I reply - I can have my communication DSR dinged . . but if I DON'T reply - I'll get an automatic 5 star for communication?

Rrrright . . . makes perfect sense. :^O

Re: Low DSR for communication?

lyndal1838 — Wed, 17 Oct 2012 07:51:52 GMT

If you ignore a question from a buyer you do not qualify for the automatic 5 stars.

Part of the criteria is NO communication between buyer and seller. If the buyer contacts you for any reason at all that is termed communication.

Re: Low DSR for communication?

thesoulyearns — Wed, 17 Oct 2012 09:13:58 GMT

If you ignore a question from a buyer you do not qualify for the automatic 5 stars.

Part of the criteria is NO communication between buyer and seller. If the buyer contacts you for any reason at all that is termed communication.

The same applies for sellers to buyers. This would seemingly also include any automatic email that eBay sends on your behalf once a buyer has won the item. As I once said nothing to the winner, just shipped the item when they paid. eBay sent out their usual email to them, saying whatever it says. Lo and behold they gave less than 5 stars for communication... go figure.