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.