How To Avoid Problems With Customers When Selling On Ebay
The key to avoiding problems with customers on eBay is good communication.
If buyers ask any questions about your auction, reply to them quickly. If you find that you receive the same question regularly, change your listing so that the question is answered. This will save you time. Clearly stating all your terms and conditions in your listing will reduce problems with buyers
Immediately your auction ends on eBay, email the winning bidder and congratulate them so that they feel good about winning your auction. In your email, remind them what your terms are, e.g. "I accept payments made by Paypal, credit card, etc. Please pay within seven days. I will despatch your item within one working day of receipt of your cleared payment".
As soon as your receive their payment, send them an email thanking them for their payment and telling them that you have left them positive feedback on eBay and informing them when the item was posted or when it will be posted.
When you post the item to them, if you have a tracking number, tell them what it is and give them the URL of the carrier's website where they can track it. Remind them that you have left positive feedback for them on eBay and ask them to do the same for you on receipt of your item.
If you have not received feedback from them on eBay after you expect them to have received your item, send them an email saying:
"I note that I have not yet received positive feedback from you on eBay and am concerned that you may not have received the item that I sent you or that you are not completely satisfied with it. If there is a problem, please contact me and I will try my best to resolve it for you. Otherwise I would appreciate it if you could leave positive feedback on eBay for me. Thank you for buying (item name and eBay reference number)."
You want to deal with any problems as soon as possible to avoid getting negative feedback on eBay.
The buyer may have bought several items on eBay so state your item's name and eBay reference number in any correspondence so that they know which item you are contacting them about. All the emails that you send after the auction has ended on eBay are creating a relationship with the buyer who will be less inclined to leave negative feedback for you. They also give you the opportunity to make up-sells and cross-sells!
If you encounter a problem that prevents you from sending your item to the winning bidder, again, the key to avoiding getting negative feedback is good communication. Contact the buyer BEFORE they contact you and try to solve any problems BEFORE they leave feedback for you on eBay.
Some buyers suffer from "post-purchase remorse" whereby they start to regret their decision to buy. So don't assume that once they have paid you, everything will be fine. Send them their item quickly and ensure that what they receive looks good value rather than cheap and shabby. Good packaging can help here. Also, make sure your item is packed securely so that it doesn't get damaged in transit.
Offering a guarantee is a very good idea. People with feel more comfortable buying from you so you will make more sales and it is better to receive returned goods than get negative feedback on eBay.
The fact is, if you sell quality products at a reasonable price and provide good service you aren't likely to have many problems with your eBay customers. But when things do go wrong or someone complains, just deal with it quickly in a friendly manner.
Vendio's Buyer Appreciation service helps you to build good relations with your customers while MINIMIZING YOUR EFFORT by automating your email communications for FREE!
Deal with problems and complaints as soon as possible. If you ignore them, they will get worse, not go away.
by: Martyn Boaden
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