The Customer is Always Right – Even on ebay!

Is the eBay Customer Always Right?

Of course!

This is something you can never forget if you want to be a successful eBay seller. It is your job to make certain that every single one of your customers is 100% satisfied even if it means taking money out of your own pocket.

One negative feedback will always cost you more than it costs to make an existing customer happy regardless of what you sell. A positive feedback percentage under 100% costs you new customers and therefore costs you money.

There is no situation where you should get into a dispute with a buyer.

Consider the following situations and suggestions on how to deal with them.

Your customer tells you that item never arrived:

Politely ask the buyer to wait a few more days to see if it turns up, and to email you if it does not arrive. Everything I send goes by the US Mail and I always ask the customer to wait 30 days for delivery. Most customers are OK with this. The key point is Constant, Positive Communication. I tell in my response to their fist message that, if the item has not arrived within 30 days they will be sent an immediate refund, including shipping. If you are serious about being a success on ebay you must follow this principal!

Your Customer tells you that the item has been damaged in transit:

You must offer to replace it or take it back for a refund without question. On low cost items I immediately refund their purchase price and tell them there is no need to return the item.

Your Customer states that the item doesn't match the description:

Take the item back for a refund. Examine your auction description. Remember, what you think your description says clearly may not make sense to someone else reading it. Change your description to avoid future confusion.

I'm sure you're spotting a pattern by now. Offering an immediate, no questions asked, refund will solve most problems.

THE CUSTOMER IS ALWAYS RIGHT!

Still not convinced? Think this would only work with cheap items?
Remember, the higher the price of the items you sell, the more your feedback will be examined by potential buyers. Suppose you are selling $10,000 worth of items each week and making a $1,500 profit. Is refunding one customer's $1,500 purchase a tragedy since you lose your profit for the week?

Not if the negative feedback received for not refunding the money results in only $5,000 in sales the next week with only $750 profit and it takes a couple months to regain your $10,000 in weekly sales!

If you don't want to kill your business before it's even started never forget –

THE CUSTOMER IS ALWAYS RIGHT!

Looking for Great Products to sell? Click Here for additional information