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Deirdre
eBay Community Development

The Difference

What’s different about customer service when you’re selling on eBay? It’s often more intense, with bidders asking a lot of questions and wanting fast answers. And because each eBay seller has his own policies and procedures, it’s not uncommon for customers to become confused—and when they do, it’s your job to tactfully clarify whatever is at question. Even if you think it’s a dumb question.

For example, what if someone asks what your 36-inch strand of bamboo beads are made of? This may seem like a no-brainer and good for a couple of chuckles, but it may be possible that the customer was asking if the beads were authentic or made of plastic. You simply write back and explain the beads are indeed made of bamboo and point out a few other details that were in the description the customer may have missed.

Reeling in the Rookies

eBay is one of the easiest ways to buy something on the Internet, which means it attracts a lot of novice online shoppers. Sometimes their own insecurity and unfamiliarity with the process will make these “rookies” challenging to deal with. In the beginning new members may need a little hand-holding, but think of it as an opportunity. If you take the time to nurture their eBay learning experience and guide them through the process, they (and their friends) may become loyal customers. That’s why communication immediately following the close of an auction and then throughout the remainder of the time it takes to process the sale is critical.

Don't Take it Personal

Try not to take it personally when customers are rude and excessively demanding. Not every transaction is going to go smoothly. The important thing to remember is to remain cool, calm, and professional.

Will You Take Returns?

The policies you establish are the foundation of your customer service. Your policies regarding payment, shipping, feedback, etc., should be fair, reasonable, and clearly stated. As an eBay seller, one of the most important policies when it comes to customer service is your return and refund policy.

Customer returns are inevitable, even for the most conscientious sellers. Buying online is a gamble and buyers will feel more reassured if they have the option of returning the item under certain circumstances. Decide how you’re going to deal with returns and state that policy clearly in all your auctions. If your return policy requires in-depth explanation, provide this on your About Me page and refer to it in your item description.

Your return policy should include a time limit, a description of the circumstances under which items can be returned, who pays for shipping, whether or not you charge a restocking fee, and any procedures customers must follow to return an item. If your return policy promises to make refunds to dissatisfied customers, you are required by federal law to do that.

Keep ‘Em Coming Back for More!

Stephanie Inge (eBay User ID: stephintexas) was one of the PowerSellers I interviewed for the “How to Sell Clothing, Shoes and Accessories on eBay,” and I love her philosophy. She believes that in addition to quality products and honest descriptions, providing great customer service gives her an edge over the competition. “I’m after a lifetime customer and I offer the ultimate in customer service,” she says. “It’s never an issue of who is right or wrong, because I’m going to make everything right for customers so they will keep coming back again and again.”

And that is the essence of good customer service: to keep them coming back for more. Make it easy for your customers to shop with you. Accept the payment methods they prefer, make your listings easy to read and your photographs clear, and establish a return policy that makes customers feel safe. Quality merchandise, careful packing, prompt shipping, and good communications will bring customers back. You might also offer discounts on future purchases or referral credits to encourage repeat business.

I also interviewed Kathy Logan (eBay User ID: rosie_peachstate) for the “Make Big Profits on eBay” book and she says at least a third of her customers are repeat buyers. “I’ve never had any problems with people that I could not work out,” says Logan. “I run my business like a Mom and Pop store, and some of my buyers are now friends who will send me an e-mail and ask what I’m doing over the weekend.”

That kind of loyalty is priceless—and very profitable.

I am a buyer wishing to be a seller, and wish to learn more about Paypal options so that I can be on top of every transaction that uses that method. My seller that accepted my request to hold many items until I finished buying all over course of a week was able to reimburse my first purchases through Paypal and send a consolidated email and billing through Paypal. Where can I learn more about this billing process so that I can handle myself as well as she did?