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Are The eBay Auction Customers Always Right?
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And the simple answer is 'YES'. Without a doubt, the customer is always right. No argument about it, and avoid arguing if possible.
In your mission to be a successful eBay seller, you must be fully prepared to go the extra mile (and even further) to ensure that every customer is completely one hundred percent satisfied, regardless of your time, effort, or money.
Disgruntled customers leave negative feedback and nasty comments. Negative feedback is to be avoided as one sentence of negative feedback will be more costly to your business than dealing with the complaint, regardless of the value of the sold items. Consider any potential negativity and semi-positive feedback to be a personal failure that needs to be rectified. Aim to be a perfectionist with glowing feedback from every customer you come into contact with!
But, the customer said ...
No Buts! No excuses! or exceptions! There is no situation where an eBay seller should enter into dispute with an eBay buyer. If potential conflict situations arise, there are certain eBay protocols in place to deal with them.
The buyer claims that the item never arrived at its destination: Request that the buyer wait a few extra days and then email you again if the item still does not arrive. In this situation, the seller should assume it was lost in the post and offer to send a replacement or issue a full refund if there is no more stock. Regardless of the replacement cost and inconvenience, it is important to protect your reputation on eBay.
The buyer claims that the item was damaged in the post: Offer to replace it or request that the item be returned for a refund. Inspect the damage and be grateful that the item was damaged and not your reputation!
The buyer claims that the item does not match the online description: Do not take the bait and reply with a sarcastic remark, rather take the item back for a refund and check the description. Edit the description, clarifying any confusing points to avoid this situation in future.
The process is simple and offering a refund should solve any problem. In the long term, avoiding conflict and negative feedback will cost you less. Negative feedback will blemish your online reputation forever, like a bad credit record, but a positive rating is very valuable.
Try to resolve customers' complaints before they take their concern to eBay. It is better to send a pre-emptive email to enquire about service and the item they purchased. The dispute process is unnecessary, draining, time consuming and reflects badly on the seller.
The higher the price of the items sold, the more your eBay reputation is worth. If the seller was selling $9,000 worth of items each week and making a $900 profit per week overall, this could make a successful online business. Refunding one customer's $900 purchase may consume the entire week's profit, but it will be beneficial in the long run. Rather issue that refund, than lose the next week's profit or the month after that if you acquire a bad reputation. Which option looks better too you?
At the end of the day the customers are always right. Avoiding conflict and resolving buyer problems is the start of successfull online business attitude - and I'll show you in the next video what they are.
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