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Request for additional info - PP seeks explanation
 

I successfully was able to get PP to really review my account and they asked an odd question that I haven't been able to search for in the forums for advice. They asked for an explanation on how I will keep complaint rates under control.

Is this a futile exercise? Or what should I suggest. Holding funds? Better communication?

Thanks as always!

what a strange question.
have you had a lot of buyer complaints?

Not really. Maybe more than the average, but they're triggered through eBay and usually are "where's my item" jumping the gun. I have had a few not as described but I always respond same day and email out a return label. Refunds are issued as soon as I see tracking updated, unless something doesn't seem right about the buyer.

Is your merchandise shipped out according to your shipping & handling policies?
Are your descriptions solid on your listings?
If this is happening quite often, then you should revisit your shipping procedures and be more descriptive in your listings.

What sort of % are you having complain in one way or another? Are these high risk items?