To be a successful seller on eBay, you need to consider several elements to achieve that goal. One of the most important aspects is to get all your customers satisfied, even if it means less profit in some cases.
Put yourself in their shoes. When you buy something for yourself, you want to feel that it is worth every cent you paid. This is how all customers feel when they go shopping whether on eBay or on any other online store.
Dissatisfied customers are what you should avoid at all costs. They tend to write negative feedbacks, which can have a very bad influence on your selling activity leading to the loss of more money than you would have expected.
Dealing with unsatisfied customers professionally is the key to maintaining your business and not ruining what you have been working for. There are certain situations where customers can be unhappy with the items they bought. Here are some examples on how to deal with them:
If they say the item never arrived, ask them to wait for a few more days and then email you if the item still did not arrive. When you receive that second email you should assume that the item was lost in the post and offer to issue a refund or to send another one if you have more of the same item.
If they say the item has been damaged in the post, offer to replace it or issue a refund and take the damaged item back.
If they say the item does not match the description, do not argue with them. Just take the item back and issue a refund. In the same time, work on your description to erase any confusion that might happen again.
I guess it is very obvious by now that issuing a refund is the magic solution to all problems you might face with unsatisfied customers. However, you should keep in mind that any money you lose through refunds is much less than what you will lose if you get a negative feedback from an unhappy customer.
You can even go further than that to keep your business alive. Most successful eBay sellers send emails to their customers asking if they have any problems with the items they bought. By this way, you will be able to handle any problem before your customers think of complaining to eBay and even before they think of posting a negative feedback.
Try not to forget that whether you are selling cheap or expensive items, negative feedbacks should be avoided. Losing some money for a refund in one week is much better than losing all your profit for several weeks.
Make no excuses and no exceptions when it comes to your business as a seller on eBay. Never forget: Customers are the key to your success, satisfied customers bring more customers and customers are always right.
Put yourself in their shoes. When you buy something for yourself, you want to feel that it is worth every cent you paid. This is how all customers feel when they go shopping whether on eBay or on any other online store.
Dissatisfied customers are what you should avoid at all costs. They tend to write negative feedbacks, which can have a very bad influence on your selling activity leading to the loss of more money than you would have expected.
Dealing with unsatisfied customers professionally is the key to maintaining your business and not ruining what you have been working for. There are certain situations where customers can be unhappy with the items they bought. Here are some examples on how to deal with them:
If they say the item never arrived, ask them to wait for a few more days and then email you if the item still did not arrive. When you receive that second email you should assume that the item was lost in the post and offer to issue a refund or to send another one if you have more of the same item.
If they say the item has been damaged in the post, offer to replace it or issue a refund and take the damaged item back.
If they say the item does not match the description, do not argue with them. Just take the item back and issue a refund. In the same time, work on your description to erase any confusion that might happen again.
I guess it is very obvious by now that issuing a refund is the magic solution to all problems you might face with unsatisfied customers. However, you should keep in mind that any money you lose through refunds is much less than what you will lose if you get a negative feedback from an unhappy customer.
You can even go further than that to keep your business alive. Most successful eBay sellers send emails to their customers asking if they have any problems with the items they bought. By this way, you will be able to handle any problem before your customers think of complaining to eBay and even before they think of posting a negative feedback.
Try not to forget that whether you are selling cheap or expensive items, negative feedbacks should be avoided. Losing some money for a refund in one week is much better than losing all your profit for several weeks.
Make no excuses and no exceptions when it comes to your business as a seller on eBay. Never forget: Customers are the key to your success, satisfied customers bring more customers and customers are always right.
