Tuesday, January 06, 2009
Did Your DSRs Take a Hit this Christmas?
When I was selling at Glacier Bay DVD, we always dreaded the after Christmas deluge of negative feedback -- we didn't have DSRs at the time. The holidays are a tough time for customer service, as you run out of inventory quickly and there are delays in shipping as well as in transit.
With DSRs being a major part of an eBay sellers exposure in search, it is even more crucial now to not get overwhelmed.
So how did you do? I would imagine Shipping Time DSRs took the biggest hit.
On Amazon, the feedback rating is just one element of your total performance rating and has nothing to do with where you show-up in search. Since I used Amazon's FBA I was able to maintain a 98% Feedback and a .21% Order Defect Rate.
A 98% FB rating on Amazon is like a 99.5% on eBay because Amazon customers only leave feedback on maybe 15 to 20% of transactions. The Order Defect Rate is a combination of Neg Feedback, A to Z claims and returns and Amazon likes to see that number below 1% of all transactions.
Did your DSRs get you lowered in search and make your listing fees even more costly, or did you survive the holiday rush with search standing intact?
Just my 15%