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Customer Service Tips for Your eBay Store

Customer service is the key to success in any business, and

eBay is no exception. If you provide all of the professionalism of a legitimate offline business, respond quickly to bidder and buyer inquiries, and ship items promptly, you will develop a good reputation among the eBay community and increase your chances of customers returning and buying from you again.

Developing good rapport requires that you address your customers' needs before they become concerns. Your item descriptions should be detailed and should anticipate bidders' questions about your product, company, or services. Display clear photos that fully capture the condition of the item. And always describe your items accurately. An item with a misleading description may sell for a few pennies more, but that modest gain will be far outweighed by negative feedback left by a disappointed buyer.

Make the transaction as convenient as possible; list all terms up front, including shipping charges and return and warranty policies. Provide as many payment options as you can comfortably accommodate. Restricting the ways a winning bidder can pay by accepting only PayPal or money orders, for instance, will reduce the number of bidders and likely reduce the final price of the item.

You can also use eBay's shipping calculator directly in your listings to make things easier for bidders to calculate shipping costs. This lets them get the information they need to bid without requiring you to respond, saving you valuable time.

Customer returns are inevitable, even for the most conscientious sellers. Include your return policy in your item listing to avoid misunderstandings. State clearly the reasons returns will be accepted, and if you offer refunds, credit, or some other policy.

Deftly handling a difficult customer can pay big benefits in the eBay community. Consider this when you get requests to retract bids, cancel auction results, or accept returns that are against your return policy. Accommodating these customers may end up costing you money, but not accommodating them will cost you, too. Disgruntled bidders may leave vindictive feedback, which can do untold damage to your reputation as an eBay seller.

When dealing with rookie eBayers, remember that you were new once too. New members may need a little hand-holding, but think of it as an investment. If you take the time to nurture their eBay learning experience, they may become loyal customers.

In addition, make sure to read these articles:

  • Toledoan admits he sold stolen goods on eBay
  • Aug. 13--For more than two years, Ahmad Jallad worked exclusively out of his home, buying stolen goods from known shoplifters and selling them for a ......
  • Antique Center of York to close at the end of...
  • Jane Wagman tells people she has antiques in her blood -- they get in there, and they don't leave. Wagman's work, for the past 20 ......
  • Marketing Your eBay Business
  • Whether your eBay business is a sideline or a major sales channel for your company, a little marketing can go a long way. Because competition ......
  • Customer Service Tips
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  • Point, click, sold point, click, paid
  • The online auction site eBay (www.ebay. com) has struck an alliance with WellsFargo (www.wellsfargo.com) to address the need far online person-to-person payments. The alliance is ......
  • Detroiter tip: customer service.
  • Drill your salespeople on these tenets to keep customers coming back: * Be forthright. While it may not make customers happy or help revenues, customers ......
  • Tips for eBay Terms of Sale and Policies
  • Along with well-written, honest, and persuasive item description copy, you must include clearly stated policies or terms of sale for effective customer service. Direct communication ......
  • basics
  • When do I start?
  • Ebay to up customer support and lower certain fees
  • Citing pricing and customer service as issues "critical" to the site's sellers, online auction site eBay has announced it will reduce some listing fees and ......
  • Selling on eBay - What about your Competition?
  • eBay continues to be a great entry point for starting a home-based business. Here is an AllBusiness article on that subject - eBay Selling Basics ......
  • Survey Finds Total Store Experience Contributes to...
  • According to an analysis of more than 7,000 verbatim responses to a recent BIGresearch survey, good service is more than friendly employees.
  • Addendum to eBay Store Info
  • Well, wouldn't you know it! I publish a series on eBay stores and about the same time, eBay announces they're going to be making changes ......
  • Fanning the Flames of Ebay Store Rumors
  • Since eBay made the controversial announcement that it was raising eBay stores fees, there have been numerous rumors flying about that eBay is perhaps trying ......
  • Winetasting.com to Offer California's Best Wine to...
  • Business Editors and Food/Wine Writers NAPA, Calif.--(BUSINESS WIRE)--Nov. 12, 2001 Winetasting.com (www.winetasting.com), the leading online winery cooperative, today announced an agreement with eBay to begin ......
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