Provide great customer service
Learn some essential tips for providing your buyers with the best possible customer service you can offer.
Customer service tips
One of the most effective ways to ensure that your customers keep coming back is to give them a satisfactory buying experience. Here are some tips to get you started.
1. Create clear and accurate listings
Write a clear description and include well-shot photos, that way your buyers have a good idea about what they’re ordering. If your buyer knows what to expect from their order, they’re less likely to be dissatisfied when they receive it.
Learn to create listings that sell and satisfy customers.
2. Let buyers know when their purchase will arrive
Being informed about the status of their order is one of the most important aspects of a buyers’ online shopping experience. Informed buyers are also less likely to make an “item not received” claim.
Keep your buyers happy by:
Setting accurate handling times. The handling time you set for each listing is a commitment to buyers to get orders to your shipping carrier on time. It’s important to stick to your handling time and to set handling times you know you can make. You may wish to adjust your handling time during busy seasons or popular promotions. You can also use the Time Away functionality when you’re on vacation or out of office.
Uploading tracking information. You are required to upload tracking from one of the shipping carriers integrated with eBay before the estimated delivery date has passed in order to appeal an “item not received” claim. Don’t send the tracking number to your buyer via email because without uploaded tracking information that eBay can confirm, seller protections won’t apply. When you use eBay Labels, your tracking is uploaded automatically for all major carriers. If you use a different service, you'll need to upload tracking.
3. Include a good return policy
Shoppers are more likely to buy an item when they’re confident that it can be returned if necessary. That’s why offering a generous return policy makes good business sense.
Learn how a strong policy can give you an edge over other sellers. It’s easier than you might think and well worth the effort. For example, you can now automatically approve certain kinds of returns or issue refunds. That way you can keep business moving without interruption.
4. Avoid unpaid items
If you don’t already, you should require immediate payment for both fixed-price and auction-style listings with a Buy It Now option. Resolving payments immediately helps to avoid possible disputes with your buyer down the road.
Learn more about resolving unpaid items, including how to automatically cancel an order if a buyer doesn’t pay within the allotted time.
5. Manage your buyers’ requests and disputes
You can view your buyers’ refunds, returns, “Item not received” and “Item not as described” requests, and payment disputes in the Orders tab on Seller Hub or in My eBay. Keeping on top of these requests and disputes helps keep your buyers satisfied, increasing the chances that they’ll become return customers.