4 Quick & Easy Tips on How to Improve eBay DSRs and Feedback by Frooition

Article from the Frooition Blog

1. Item as Described
Write full product/item descriptions including all relevant details. Especially the condition of the item and any defects. Use Item specifics and include multiple pictures to help buyers see exactly what they’re about to purchase. Don’t use generic stock product shots, especially for used items – show the buyer the product they are actually going to purchase.

2. Communication
Make sure buyers know how to reach you by providing contact details in your listings, emails and shipping invoices. You can use automated emails through Selling Manager Pro to keep buyers informed of when you receive payment and when their product has been shipped.

3. Postage time
Ship items as quickly as possible once it is sold and paid for. The sooner a buyer receives their item the happier they’ll be. Offer premium postage options to enable buyers to select a low cost, slow delivery or a next day service at a higher price. Remember to confirm the shipping method used and inform buyers when they should receive their item to set their expectations.

4. Postage and Packaging charges
Offer the most competitive postage rates possible. If you can, consider free postage and include the cost in the purchase price of the item. Don't forget to offer discounted postage for sending multiple items which may also increase sales.

Frooition is a leading provider of eBay store and listing designs. Frooition provide design services for most other online sales channels as well as website design. Frooition has been working with the eBay platform more than 4 years and has clients in the USA, Canada and Europe.

eBay Workshop Feb 10th - "5 Strategies to Increase the Visibility of Your eBay Listings"

Workshop: 5 Strategies to Increase the Visibility of Your eBay Listings

Host: Debbie Levitt, CEO of As Was
Date: Feb 10th, Wednesday
Time: 11AM - Noon PST

Location: eBay Workshop Board

Description: In this workshop, Debbie Levitt, CEO of As Was, will outline what you can do to maximize the visibility of your eBay listings. Learn more about Best Match and how you can create more effective listing strategies to save on fees and show up higher in search results.

Founded in 1995, As Was is a full-service consulting firm specializing in branding, design, sales and marketing strategies, operations management, and training. As Was is an eBay Certified Service Provider and has been working with eBay sellers since 2001.

Visit http://certifiedprovider.ebay.com/ to learn more about eBay Certified Providers and the services and solutions they offer to help eBay sellers.

5 Best Practices for Handling Online Returns

5 Best Practices for Handling Online Returns

When it comes to allowing customers to return items, some online retailers and eBay sellers find it difficult to manage returns and accurately keep track of their inventory. Below are 5 Best Practices eBay sellers can use in order to increase customer satisfaction and reduce customer support inquiries around returning an item.

Best Practices:

1. Clearly display the returns policy for buyers
   It can make a big difference in the buyer’s mind when contemplating which seller to purchase from. If a buyer is unsure about how an item will look, fit, etc…, then an easy and clearly displayed returns policy, can clinch the sale.
   *note: All eBay sellers are now required to specify a return policy and handling time when they list items on eBay. If the seller's return policy is not to accept returns, it must be specified in the Return Policy drop down menu.*


2. Option of returning to a local store
   For multi-channel sellers with retail stores, customers may find it more convenient to return items at the store.


3. Include return and pre-paid shipping label in the package
   Enclosing instructions on how to return an item along with a pre-paid shipping label reduces customer contacts while increasing customer satisfaction.


4. Return Merchandise Authorization (RMA)
   Buyer contacts the seller and arranges to return items in order to have the item repaired, replaced or refunded. Seller will send a shipping label to the buyer with a specific number on the label for their shipping department. When the item is returned the seller’s shipping department can then accurately record the item’s receipt, evaluate and repair the item and potentially re-sell the item and account for the next sale.


5. Keep customers in the loop
   Save customers the hassle having to contact the seller. Sellers can save time spent dealing with questions about returns by providing confirmation when items have been received, when replacement items are sent out, and when refunds have been processed.

Benefits:

• Edit and update all listings to include current returns policy
• Track and record returned items for accurate inventory management and profit and loss accounting
• Easily create pre-paid shipping labels to include in package or email shipping label
• Create and manage RMAs for larger sellers and their shipping departments
• Automate buyer communication with confirmation of shipment emails

While some of the above best practices for handling returns require a change in the seller’s policy, most can be easily implemented with a solution from an eBay Certified Provider.

Certified Providers

ShipRush – shipping solution
ShipWorks – shipping solution
Infopia – listing solution with RMA feature
Kyozou – listing solution with RMA feature
Mercent - listing solution with RMA feature
Vendio - listing solution with buyer communication features to stay on top of returns

Sometimes It IS All About Image - by Vendio

Article by Vendio

With all the discussion, information (and angst) about DSRs and Top Rated Sellers and the eBay change of the week, sellers may forget to pay attention to the basics. New sellers inundated with the volumes to learn may never learn the basics. So today, let’s take a trip down “Basic Lane” and take a look at images.

When selling online, the image is the most important piece of sales collateral that you can “hand” to your potential customer. It is the first thing that a potential buyer sees.

You do not need to be a professional to recognize a good image, and you don’t need to be a professional to take a good image.

Here’s some tips to improve you images:

1. Make sure your item and camera lens are clean. This might seem like a no-brainer, but if you use your camera often, you may forget to check the lens for dust.
2. Light your item. You can create your own inexpensive photography box (or even buy one). For inexpensive lighting, you can purchase clip on lights at any home improvement store. Shine the light onto the product and stand behind the lighting.
3. Unclutter the area. It is not good practice to take an image with other items in the photograph. If you are selling a vase and want to display it with flowers, take an additional photograph, but your main photograph should be of the product and the product only.
4. Take several photographs. Vendio image hosting is inexpensive and having multiple images help sell your product. You will want to take images from several angles. If you sell collectibles, take an image of any makers mark.
5. Resize and crop your image. Make sure that your product is what is seen, not the background.

Too much background, lighting is not correct and not showing enough product detail

6. Don’t take images with a distracting background. If you are using a backdrop cloth, use plain colors. Plaids and Paisleys will detract from your item.

7. Include a visual reference to size when appropriate. For example, use a ruler or a coin for visual reference to item size.

8. Try not to use a flash, but use lighting instead. If your item is reflective, don’t use a flash at all.

One other tidbit to note – the best way to determine if your images are up to par, is to view similar items and compare your items with your competitors. If you have Vendio Research, it will display the images of completed items, so you can see at a glance if your images are better (or worse) than your competitors.

eBay sellers can try Vendio Research free for 60 days! Click here.

Happy Selling!!

Seller Machine Wins "DSR Rockstar" eBay Star Developer Award - Video Interview

Seller Machine CRM, an eBay Certified Provider, was awarded the eBay Star Developer Award for "DSR Rockstar" at eBay's 2009 Developers Conference in San Jose, CA.

The eBay Star Developer Awards are awarded each year to the eBay developers recognized for building applications on the eBay API platform and for their achievements in enabling sellers to improve customer service, create great buying experiences and keep pace with eBay's dynamic marketplace. BengalOne was recognized by eBay for their Customer Relationship Management solution known as Seller Machine CRM.

Seller Machine CRM, developed by BengalOne, is a customer relationship management (CRM) tool streamlining and increasing communication with your eBay buyers. Seller Machine also helps sellers with shipment tracking and communication to the buyer on the status of the shipment and satisfaction with their item.

Benefits of Seller Machine CRM:

• Build strong relationships with buyers, resulting in higher DSR scores
• Promotes a proactive approach to customer service reducing negative feedback
• Creates and manages eBay customer relationships encouraging repeat sales
• Assists in shipping communication
• Quickly see number of days since Shipped and since Delivered
• Watch for those packages that are taking longer than usual to deliver and contact the buyer before they get upset and contact you

"It's not just the one DSR -- if you fix that one {customer communication} DSR, then all the other ones just follow. Once you've built a relationship with that buyer, then they go out of their way to leave 5 stars every time." - E.J. Bantz, Founder and Creator of Seller Machine CRM by BengalOne

Congratulations to Seller Machine for this great win! Seller Machine is a DSR Rockstar as the tool helps eBay sellers increase their DSRs, create strong relationships with their buyers and increase sales with repeat purchases from happy buyers.

eBay Workshop Oct 22nd - Save Time on Shipping: For Bulk and One Off Printing! Right from My eBay!

Workshop: New Selling Manager Applications - "Save Time on Shipping: For Bulk and One Off Printing! Right from My eBay!"

Host: ShipRush

Date: October 22nd, Thursday

Time: 11AM - Noon PST

Location: eBay Workshop Board

Description:

After the buyer checks out, the seller's work starts! Reliable post-sale order processing is a must-have. It can be quite exhausting managing the information, getting packing lists and shipping labels dealt with, etc.

My.ShipRush streamlines the whole post-sale process from shipping to communication. Saving eBay sellers a lot of time (and time is money!). Please join Rafael Zimberoff, ShipRush Product Manager for Z-Firm to learn how My.ShipRush can help eBay sellers easily manage all shipments and communications.

New to the eBay Selling Manager Applications, or commonly referred to as eBay's App Store, is My.ShipRush. My.ShipRush was created by the folks at Z-Firm and is a new version of ShipRush, embedded in My eBay or Selling Manager.

ShipRush is an eBay Certified Solution Provider and one of the third party providers included in the new Selling Manager Applications feature. To learn more, visit Selling Manager Applications.

Visit http://certifiedprovider.ebay.com/ to learn more about eBay Certified Providers and the services and solutions they offer to help eBay sellers.

Save Time Answering eBay Buyer Emails with Hosted Support - eBay Certified Provider Spotlight

eBay sellers may find they are spending a large amount of their time answering buyer questions instead of focusing more on listing and strategy. To help sellers reduce the size of their inbox and save time answering redundant questions, Hosted Support (an eBay Certified Solutions Provider) has created a solution that can help, ezSupport for eBay.

ezSupport for eBay is a customer relationship and email management solution automatically responding to buyer emails through a knowledge base the seller has created. Also, sellers can use Hosted Support’s Searchable (Advanced) FAQs in their eBay listings allowing buyers to find their answer and never needing to email the seller.

For example, if a buyer emails or types into the Advanced FAQs, “What happens if the battery doesn't fit my cell phone?”, ezSupport for eBay will instantly email or display that specific seller's answer, such as, “Cell phone batteries may be returned within 14 days of receipt.”

ezSupport not only saves eBay sellers time but also increases the chances the buyer will bid or purchase an item by giving an immediate answer or response. If a buyer has to wait to hear back from an eBay seller, the chances of them bidding or purchasing greatly decreases.

eBay sellers report up to 80% of buyer questions can be handled by automated emails and FAQs.

Consider the customer and email management solution known as ezSupport by Hosted Support for sellers needing to reduce customer contacts and save money and time on customer support.

Key features of ezSupport for eBay:

• Answer 80% of customer email – automatically
• Create an extensive knowledge base
• Auto respond to buyer email from “Ask Seller a Question” link on eBay
• Customizable and Searchable FAQs knowledge base gives buyers immediate answers
• Add, Edit and Delete FAQs at anytime
• Natural Language Search
• Retrieve and archive all eBay messages indefinitely
• Maintain buyer contact records
• POP email importing
• Support multiple logins
• Share knowledge base across multiple ezSupport accounts – Great for eBay sellers with multiple eBay IDs
• Improves feedback and DSR scores
• Responds to buyers who hide their email address
• Adds 24x7 customer support to eBay listings
• Easy 15 minute setup
• Supports Windows and Macintosh
• FREE 30-day trial

ezSupport for eBay with Advanced FAQs can be used FREE for the first 30 days. After the FREE 30-day trial it is priced at $19.95 per month, available on a month-to-month subscription basis.

eBay Sellers that are subscribed to Selling Manager (free) or Selling Manager Pro, can add ezSupport for eBay to their My eBay account with the new Selling Manager Applications. Same functionality and benefits, right in your eBay account.

HostedSupport is a leading provider of affordable customer support automation for web businesses and eBay sellers. Its easy-to-use system can be set up in 15 minutes and eliminates many of the customer support “pains” involved in answering and tracking customer questions, managing the returns process, and resolving customer tickets/cases. Businesses using HostedSupport's products increase their revenues an average of 25% and reduce their manual email workload by 80% or more.

My.ShipRush on eBay Radio - Save Time Shipping Across Mutiple Channels within My eBay

Listen on eBay Radio as ShipRush discusses how their new My.ShipRush for eBay Selling Manager Applications helps eBay sellers save time handling shipping and communications.

Benefits:

• When used in eBay Selling Manager Applications, My.ShipRush is automatically configured to interact with your eBay account
• Supports shipping for multiple carriers
• Print shipping labels (with free shipping plugin)
• Email notifications to the buyer with shipment status and tracking #
• Use existing shipping accounts (in most cases)
• Monitor and manage which items have shipped and which have not
• Look up sales and shipment information from My eBay
• See all ecommerce sales activity across multiple channels in one place, My eBay
• My.ShipRush is free to try and free to use

eBay sellers interested in My.ShipRush or other apps in the "eBay App Store" known as Selling Manager Applications will need to be subscribed to Selling Manager (for free!) or Selling Manager Pro.

Founded in 1992, Z-Firm has been making ShipRush since 1998. The ShipRush mission is to bring big-warehouse shipment automation to small businesses. ShipRush is "FedEx Compatible," "UPS Ready," "UPS OnLine Compatible," and DHL Certified.

eBay Certified Providers Can Help Sellers with Recent eBay Announced Changes

eBay recently announced new features and policies designed to help sellers be more efficient and reward them for providing great service to eBay buyers. We want to make sure eBay sellers are aware of how Certified Providers can help them incorporate the new eBay changes and thereby increase their sales while saving time handling their eBay business.

Helping Sellers Avoid Low DSRs

• Tools to make giving great service quick and easy
• Simple bulk shipping management for multiple carriers
• Post shipping tracking #s automatically in My eBay
  

Opportunities for Increased Visibility in Enhanced Search

• Optimizing sales for the new Sales Per Impression
• Tools supporting Product Details

Tools for Efficiency and Profitable Selling on eBay

• Easy listing revisions – Edit live listings to comply with new policies
• Selling Manager Applications from Certified Providers

The eBay Certified Provider Program recognizes third party companies excelling at providing the tools or services an eBay seller needs to grow their business and increase efficiency.

Shipping Solution for eBay Makes Shipping a Breeze!

Don't waste time manually writing shipping address information or even cutting and pasting. Automate your shipping with ShipRush, an eBay Certified Solutions Provider.

ShipRush integrates with eBay and creates shipping labels and postage quickly with the eBay and PayPal shipping address information. Once you ship a package using ShipRush software, your buyer receives an automatic email notifying them of the shipment with the tracking number. The added shipping communication helps increase eBay seller feedback and DSRs!

ShipRush's shipping solution for eBay supports multiple shipping carriers.

Watch ShipRush's video with eBay Seller, Sold By Marriott, as they discuss how ShipRush has helped them to ship faster and increase eBay feedback.

New eBay Certified Provider - SELLER MACHINE

Seller Machine CRM, developed by BengalOne, is a customer relationship management (CRM) tool streamlining and increasing communication between eBay sellers and buyers. Developed by an eBay PowerSeller, Seller Machine enables eBay sellers to build strong relationships with buyers, resulting in higher DSR scores through:

• Constant communication with buyers
• Identifying repeat buyers
• Threaded eBay email messages
• Auto tracking of USPS packages
• And more...

Try Seller Machine CRM free today!

Worldwide Brands and UPS Educational Video Series - Continued Part 3

eBay Certified Provider, Worldwide Brands, and UPS (United Parcel Service) have collaborated and created a helpful video series to assist eBay sellers with packing, fast shipping, returns and international shipping.

The buyer received the item, but there is a concern and they need to return the item to the seller. How should eBay sellers handle returns? eBay sellers need to create a Returns Strategy that -

• Delivers on your customer support promise
• Increases customer satisfaction
• Maintains cost control
• Creates a competitive advantage

Watch the 4 minute video, How Best to Handle Returns, now.

Strategies for eBay Sellers from As Was

Listen on eBay Radio to learn eBay success strategies recommended by As Was CEO, Debbie Levitt. Debbie discusses how to increase your items visibility through a "Strategy Spotlight" which includes

• Detailed Seller Ratings
• Fixed Price 30 Day Format
• Recent Sales

As Was is a full-service consulting firm specializing in branding, design, sales and marketing strategies, operations management, and training for eBay sellers.

Infopia and Salesforce - A Powerful Customer Relationship Management Tool

Listen on eBay Radio as Infopia discusses their Salesforce addition for eBay sellers. With Infopia and Salesforce, eBay sellers can fully manage their customer relationships through

• Ability to manage all communications with eBay buyers
• Have a 360° view of eBay customer activity for faster customer resolutions and strategic decisions
• Analyze and segment eBay customers, as well as order information for targeted email campaigns and buyer loyalty programs
• And more...

Download a Solution Overview

RocketPlace - Conference for eBay Sellers of All Levels

Concerned about eBay's changes, holiday season selling, your profitability, or competing in the current eBay marketplace? RocketPlace has the answers. It's a fun and informative conference that pays for itself. It is the safest bet in Vegas!

RocketPlace is a great conference for new eBay sellers and seasoned PowerSellers. RocketPlace has one track for beginners looking for the road map to an eBay business success. A second track is for PowerSellers looking for tips on how to grow with all of eBay's recent changes as well as how to use the latest techniques, strategies, and tools to improve their eBay businesses. More information is available on http://www.rocketplace.com/

RocketPlace confirmed speaker line-up for the September 10-12, 2008 event at The Rio All-Suites Hotel in Las Vegas, Nevada are:

* Todd Lutwak, Senior Director of Seller Development at eBay, who will be giving the Advanced track keynote as well as a session for the Beginner track.

* Marsha Collier, best-selling author of eBay For Dummies and many other For Dummies books, will be giving the Beginner track Keynote.

* Jane Judd, Senior Manager of the Customer Service Loyalty Team at Zappos.com will deliver the closing keynote for the Advanced Track.

* Jay Berkowitz, CEO of Ten Golden Rules, is a seasoned marketing professional with over twenty years of business experience. He has managed marketing departments for Fortune 500 brands: McDonald's and Coca-Cola, and has developed traditional and direct marketing programs for AT&T, Sprint and eDiets.com. Jay was the highest-rated speaker at our Spring 2008 RocketPlace conference, and we welcome him back!

* John Lawson of 3rd Power Outlet, David Yaskulka from Blueberry Consulting, Tim Woda from buySAFE, Cindy Litchfield from Cloud Dome, Bodin Suttles from Endicia, Amy Kendall from HammerTap, Jason Guzman from JunctionQuest, Michael Lambert from Merchant Advantage, Brian Gibbs from Refund Retriever, Edward Sayers of RPM Business Group, Phyllis Wischer of SageFire, Adam Morris from Sell Center, Michael Levit from Vendio, Lisa Suttora from WhatDoISell.com, and a variety of the experts at As Was including CEO Debbie Levitt.

The full schedule of sessions can be found at http://www.rocketplace.com/agenda.shtml.

About As Was

As Was is a full-service consulting firm specializing in branding, design, sales and marketing strategies, operations management, and training for eBay and online sellers. As Was has been making the world’s marketplace your marketplace since it was founded in April 1995, and has been an eBay Certified Service Provider since August 2004. For more information, please visit http://www.aswas.com/ or call 520.204.1935.

CP Workshop: Product Sourcing Best Practices 3/6

Improving Your DSR and Customer Experience with Product Sourcing Best Practices
This workshop will be held on Thursday, March 6th from 10:00 a.m. to 11:00 a.m. Pacific time.

Every positive customer experience starts with providing your customers the products, value and selection they desire. Please join eBay Certified Providers Colette Marshall of WorldWideBrands and Lisa Suttora of WhatDoISell.com as they discuss how to use product sourcing best practices to increase customer satisfaction. In this workshop you'll learn how the right kind of product sourcing can lead to higher Detailed Seller Ratings, better customer feedback and repeat business!

CP Workshop: Improve DSRs 2/26

Topic: Member Workshop: How to Improve your Detailed Seller Ratings
Host: ChannelAdvisor
Date: Tuesday 02/26
Time: 1:00 p.m. to 2:00 p.m. Pacific time

Description: In early 2007, eBay introduced Feedback 2.0 and a key part of that was Detailed Seller Ratings (DSRs). In 2008, eBay has said sellers will be advantaged and disadvantaged based on their DSR ratings so they are becoming increasingly important. Please join Scot Wingo, CEO of ChannelAdvisor for an hour covering some DSR FAQs and proven ways to improve your DSRs.