Adapting to Feedback Changes: A PowerSeller's Perspective

If you're an active eBay member, which I’m guessing you are if you're reading The Chatter, you're probably keenly aware of many of the changes planned for 2008. You may have read some posts here on The Chatter like Griff's thoughts on the Feedback changes or Laura's recent article with questions and answers about testing for a new item page. We plan to try to help everyone adapt to the changes as best as possible by providing tips, strategies, and other information that you may find useful for your eBay activity. 

After a few weeks of contemplating all the upcoming changes and analyzing how they will impact their businesses, we know that sellers are beginning to adapt. Here's an email we received recently from an eBay Store owner -- PowerSeller, cleosuncat -- who describes how she is dealing with some of the changes with Feedback and DSRs. 

We hope her letter gives our sellers more ideas about how you might adapt your business, too. Here's what she wrote:

"Dear eBay,

I wanted to send along my results in adapting to the changes on eBay. Once the announcements were made, I began looking at what I could do better/different to thrive in the new environment. It's been two weeks, and I wanted to share my changes & results so far:

1.  Feedback: I used to leave it second or after 30 days if I heard nothing. I am now leaving it when I ship the item. The quality of the feedback I receive is better, much more positive almost effusive.

2.  DSRs:  I have reworded my packing invoice. Aside from my standard thank you for shopping with me & let me know when the package arrives, I have added if you need to leave me less than 5 stars, please let me know how I can improve my customer service for you & future buyers. I have empowered the buyers to help me, making them a "partner" in my business, my stars have gone up and not one has told me what I can do better

3.  Shipping Charges: Always have been my weakest star, the one that will keep from the 15% discount. My shipping is flat rate, based on USPS zone 8, but my buyers did not know that. They also did not know before they bought that I routinely rebate shipping if they live closer or I can use FedEx. I have added that information to my TOS, letting them know the shipping listed is worse case scenario, and if possible, it will be less. I am now within .10 of the 4.8 on shipping charges

I have basically not changed how I do business, I am just doing a better job of letting the buyers KNOW how I do business.

I am in no way perfect and will face bumps along the way, but the clouds on the horizon don't seem as ominous. The carrots are making this bunny very happy

Thanks for reading,
cleosuncat"

Thanks, cleosuncat!   

Sellers -- If you'd like to share tips and strategies with other members of the Community, I encourage you to click on the comments link below to post to the Chatter Comments discussion board.