Can you give me some advice

Even though I have excellent feedback from all of my buyers except the one who didnt actually pay and left me neg feedback, My global seller dashboard is below standards and I have made the changes on all of my listings. I put on 30 day return policy, I post everything the same day as it gets paid and Ive put express postage options on all the listings that require postage.

Below is my score from Ebay

Your current listings that include: Same-day or one-day handling time 31 of 40 (77.50%)

30-day or more money back return policy 5 of 40 (12.50%)

Free postage 9 of 40 (22.50%)

Express postage 37 of 40 (92.50%)

The scores dont reflect the truth of everything. 

Not only that but selling things with the free postage means Im now selling at a large loss.

I have read their customer support but it doesnt help my ratings...

I was wondering if anyone else is or has gone through what Im going through and how they have gotten through this.