Stop customers from opening ebay "return request" & "Not received case"

[mrgazer]

Being a business based in the UK, royal mail PPI accounts tend to be the cheapest postage method.

"Item not received" - Most of the time they are very good. But occasionally they do lose a few parcels a month, customers then open a "item not received" case. Is there any way I can get customers to email us instead of opening a case...?

"Return Request" - This is even more of a pain, I don't understand why customers always use the return request instead of just emailing us so we can advise.. I enclose a return slip with packages so some customers do use it, but you still get 1-2 customers that use the return request system..

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These two function is doing my head in, as it affect my selling performance. I am on the borderline every month of losing my ebay top rated status..

PLEASE HELP.

[rsot]

What kind of help are you looking for?

Firstly, are you building backup accounts?

[Trustfund]

Originally Posted by mrgazer

Being a business based in the UK, royal mail PPI accounts tend to be the cheapest postage method.

"Item not received" - Most of the time they are very good. But occasionally they do lose a few parcels a month, customers then open a "item not received" case. Is there any way I can get customers to email us instead of opening a case...?

"Return Request" - This is even more of a pain, I don't understand why customers always use the return request instead of just emailing us so we can advise.. I enclose a return slip with packages so some customers do use it, but you still get 1-2 customers that use the return request system..

--------

These two function is doing my head in, as it affect my selling performance. I am on the borderline every month of losing my ebay top rated status..

PLEASE HELP.

i say after each order send out a well written email explaining the procedures the customer should take if their order isn't received within a certain time frame.

i do this regularly, i prefer to personalize it by changing the name for each customer and writing who its from as well.

It's little things like this that have reduced my negative feedbacks.

Just a thought

[AccountMaster]

Ive had this issue before as well so it happens! What I do is send an eBay message as soon as the package is shipped, that way if a dispute staff can see that ye gets opened eBay staff can clearly see that you explained your procedures ahead of time!

INR requests can only be opened AFTER it has gone passed ebays estimated delivery date. I have found extending your handling time and shipping method drastically decreased premature INR requests.

For example have a 2 day handling time and set it as royal mail 2nd class gives you roughly 6 days estimated delivery time.

So a case can only be opened if they request an update after the 7th day.

By comparison, having 1 day handling time and sending royal mail first class gives you 2/3 days before they can open a INR request.

You can still post 1st class and within one day even if you state you post 2nd class. It just gives you more leeway with cases being opened.

Managed returns are more complicated, there is no real way to stop them being opened unfortunately.

[epimetheus039]

Choose a bit longer by estimation shipping service but you have to keep 1 day or same day handling for top rated status (could be different on UK). Also put a link in the description that will be linked to contact you directly and write that if they ever have problems to use that link. And mention this a few times in your description

[mrgazer]

Thank you so much for all the suggestions Very useful

[dan_ebay]

stop worrying about top rated, you're having a borderline breakdown over it, it makes next to no difference in terms of sales. Definitely not worth the extra effort for the poverty fees discount they give you

[solefoodbk]

Originally Posted by dan_ebay

it makes next to no difference in terms of sales. Definitely not worth the extra effort for the poverty fees discount they give you

I strongly disagree.

Maybe not for what you sell but once an account goes TRS my sales increases substaintally. I get a lot more sales from first time ebayers, and a lot more international sales.

If two people are selling the exact same thing and one is TRS, who do you think gets the sale? Not to mention I never get my funds placed on hold when disputes happen. It makes your account stronger for both eBay and PayPal.

I just lost a chargeback on one of my TRS accounts and got PayPal to credit me the money I lost back to my account while they appeal the credit card companies descion. Things like that to me make it 100% worth it.

Plus when the new updates kick in, maintaining a trs will be MUCH easier than before.

[sergfro]

dont worry, come February you dont have to worry about it

[dan_ebay]

Originally Posted by solefoodbk

I strongly disagree.

Maybe not for what you sell but once an account goes TRS my sales increases substaintally. I get a lot more sales from first time ebayers, and a lot more international sales.

If two people are selling the exact same thing and one is TRS, who do you think gets the sale? Not to mention I never get my funds placed on hold when disputes happen. It makes your account stronger for both eBay and PayPal.

I just lost a chargeback on one of my TRS accounts and got PayPal to credit me the money I lost back to my account while they appeal the credit card companies descion. Things like that to me make it 100% worth it.

Plus when the new updates kick in, maintaining a trs will be MUCH easier than before.

I've never noticed any difference, I think the account that was selling a £50 item 5p cheaper would still get more sales.
If I wanted to get top rated on all my accounts I'd have to reply to all messages which would take me over a hour a day, instead I can use that time to list more items or start more accounts, I'm maxed out on my 'ebay time' so theres no option to do both

[mrgazer]

I see what you are saying Dan I guess it depends on the items you sell as suggested above.

i believe your approach is correct since you are selling items of smaller value. Whereas people selling items of much higher value may not be the case. But hey. Thanks for the input

[mrgazer]

Originally Posted by solefoodbk

I strongly disagree.

Maybe not for what you sell but once an account goes TRS my sales increases substaintally. I get a lot more sales from first time ebayers, and a lot more international sales.

If two people are selling the exact same thing and one is TRS, who do you think gets the sale? Not to mention I never get my funds placed on hold when disputes happen. It makes your account stronger for both eBay and PayPal.

I just lost a chargeback on one of my TRS accounts and got PayPal to credit me the money I lost back to my account while they appeal the credit card companies descion. Things like that to me make it 100% worth it.

Plus when the new updates kick in, maintaining a trs will be MUCH easier than before.

Originally Posted by sergfro

dont worry, come February you dont have to worry about it

Sorry guys, did I miss something, what "new update " and what "february" ?