Buy the book and create a stealth account.
This time around, respond to your customers, send the items out when they pay (i.e. don't use a drop shipper, have the balls to pay for your merchandise up front) Postage is tricky. If you can afford to get the item sent quickly, the "wow factor" for the customer will stick in their mind when they fill out those DSRs and it makes it much easier to deal with the buyer if there's a problem because you don't give the impression that you will ignore the buyer.
Unfortunately eBay has evaluated you as just that, a pain to deal with and they don't see any areas of grey. Luckily they're on a rolling system so when bad scores roll off, your account might be good again, but in the mean time run a stealth and straighten up your customer service.
I have all 5's, it's not hard, the fast shipping defuses any other disputes, the buyer sees you as professional because of the speed of shipping, so they assume you must handle all aspects of your business the same way. This is very important because they use DSRs to evaluate you.
Power perceived is power achieved.
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