GENERAL COMMENTS REGARDING OUR PERFORMANCE & FEEDBACK
Feedback is a really important part of eBay and indicates the quality of the seller and their products. It is important the feedback we receive and leave for others is fair. We offer the following for consideration before leaving us feedback.
You are asked to rate out of five stars the following:
· ITEM AS DESCRIBED
As you can appreciate, everyone’s standards are different, but all efforts are made to honestly describe our items to a high level of accuracy. Recently, many Australian distributed CDs and DVDs are not being supplied sealed, but this does not mean they are not new. We try to be honest, so if a CD for example looks new, but isn’t, it will be rated “used but would easily pass for new”. CD cases can be broken when we get them (even when sealed), so we tend to replace these cases, again an item is unsealed but new. Occasionally things escape our scrutiny, so if something isn’t quite right and it is not described, by all means let us know.
· COMMUNICATION
The plan is always to advise when items have been posted and leave feedback as quickly as possible, but often we can be running behind as much as a few days, and even worse, sometimes things are overlooked, but when realized, are always remedied. The reason is we don’t automate any of our email or feedback. We believe our customers are important and deserve to be personally answered by us, not a computer program. Unfortunately, it does put us behind quite often. Be assured, if you have any problems or questions, we endeavor to answer these pronto. This is important even after a sale, because sometimes when things don’t go to plan, a little help or advice can easily put it right.
· POSTAGE TIME
We have no set schedule for posting, and try to post ASAP. To this end, it is not uncommon for us to make up to three trips to the post office in a day.
If your parcel took longer to arrive than reasonable, we ask you inspect the postal label on the parcel to confirm the postage date. Most items go out same day, or at least the next business day. Public holidays and week-ends cause issues. You may have paid late on the day before these, but the parcel generally won’t go anywhere until the next business day.
We ask you understand we cannot control the post office or public holiday processing times. Please remember, the feedback is on OUR performance and not that of the postal or delivery service.
· POSTAGE AND HANDLING CHARGES
We would hope you will leave us a perfect 5 star rating for postage and handling.
We don’t profit on postage, and try to choose the safest form of packing to get your item safely to you. There is little point on posting a vinyl record for example between card to get the cheaper postal rate, and have it heat damaged by the time it gets to its destination. Much of our packing material is recycled and not charged, and postage on your invoice reflects postage from the post office. We don’t charge handling, nor for many things like bubble wrap or packing materials. As a matter of note, when you pay via Paypal or using our in-house credit card facilities, we actually make a small loss on the postage, as both these processors charge a percentage, including the postage amount of the whole transaction.
We use CD mailers for CDs and really small items that will fit, because even with the cost of the mailers, the large letter rate is cheaper than the small parcel rate up to 250grams which is $4.20. It’s difficult to pack with recycled material to the thickness of the large letter rate. There are also two large letter rates which cut off at 125grams, so most CDs are just over this.
The mailer at $1.35 plus postage of $1.10 (under 125grams), or $1.65 (over 125grams) which is $2.45 or $3.00. We average this and charge everyone $2.80, bearing in mind there are not many posted at the cheaper $1.10 rate.
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