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Guide 2 Auctions   >   Selling Items   >   eBay Customer Service

eBay Customer Service


Many people who sell through eBay and other auctions tend to think of auctions as one-off events, and consequently can forget the importance of great customer service. Even if you know better, when you're running your own eBay business, it can be easy to get absorbed in all the details of running auctions, not to mention the technical aspects of using eBay , that customer service slips to the back of your mind and your priorities.

If you hope to make a living from eBay , then you have to stop thinking of it as an "auction" and start running it like a "business". With any business, a key thing to remember is that quality customer service is one of the essential building blocks of success. With an eBay business, this is just as true, if not more so, than many other types of business. When an eBay buyer receives quality customer service from you, they will potentially do one of two things or both: They will give you great feedback (helping you more easily attract more bidders and buyers in future), and they may also look for more of your auctions in the future.

Imagine that you own a traditional brick and mortar business. Ask yourself how would you treat your customer while they were standing at your counter, waiting for you to finish ringing up their order? You would be helpful and respectful of course! You would do everything that you could to guarantee that customers return to your establishment in the future. You would bend over backwards to make sure that their buying experience with you was both satisfactory and enjoyable. Som why would you do any less at the close of one of your eBay auctions?

One of the most important aspects of customer service is clear and timely communication:
  • Immediately upon the close of your auction, you should contact the winning bidder, and congratulate them. Your email should describe the item they have won and how the item will be shipped even if this information was already part of the description for the auction. You should also remind them of their winning bid amount, give them payment options and instructions, and tell them when and how the item will be shipped.

    You should also thank your customer for participating in your auction, and, if you feel it appropriate, you may wish to take the opportunity to tell them about any other open auctions that you have.

  • When the payment and shipping details have been taken care of, your should contact your customer again. This email should tell the customer when the item was shipped the exact date and time and when it is expected to arrive on their end. You should also make clear to the customer, that they should feel free to contact you if they have have any problems or questions.

  • If a customer does contact you in the future, you should answer as promptly as you can, and do everything that you can do to make them happy with their purchase even if it means issuing a refund.

    Some eBay sellers are very reluctant to issue refunds, believing it to be "lost" money. However, if you look refunds in a different way - refunds aren't lost money, they are building blocks of a solid reputation - then you will become a lot more open to issuing refunds. It is of course reasonable to expect the buyer to return the item to you (although you should pay any associated shipping costs) before a refund is issued - but once you have received the received the returned item, you should issue the refund promptly.

 
 
 
 

 
 
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