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Best Practices for Customer Service

Best Practices for Customer Service

In the business world, Customer Service is the key to success. If you have nailed the tactics on how you can give your buyer the best transaction experience, you are already on the road to success.

The entire cycle of Customer Service is ruled by you. The kind of service you provide to your buyers will determines the strength of your business and helps build long term relationships with your buyers. 

Here are some tips that can help you stay on the top when it comes to providing great customer service to your buyers on eBay.

In the business world, Customer Service is the key to success. If you have nailed the tactics on how you can give your buyer the best transaction experience, you are already on the road to success.

The entire cycle of Customer Service is ruled by you. The kind of service you provide to your buyers will determine the strength of your business and helps build long term relationships with your buyers. 

Here are some tips that can help you stay on the top when it comes to providing great customer service to your buyers on eBay.

Great customer service starts right from the listing of your item

  • Make sure your listing is accurate and complete
  • Provide detailed descriptions and call out any -Defects in the product
  • Choose appropriate item specifications
  • Add photographs that tell buyers everything about the product, even if it means showing imperfections
  • Offer reasonable handling times that can actually be fulfilled
  • Provide multiple shipping options for a buyer to choose from
  • Align with logistic partners who have a good reputation of customer service.
  • Use an end-to-end tracking service
  • Do not run away from returns – specify a clear returns policy

Make a good impression once your item is sold

  • Make sure the item is well in stock and the inventory is sufficient to fulfill your orders
  • Print correct shipping labels with the correct ship-to address as provided by the buyer
  • Pack the item correctly with secure packing material to avoid damage
  • Ensure items are shipped out within the specified handling times
  • Upload correct tracking details in the eBay system and keep your buyers informed
  • Track the package shipment yourself, to stay up to date on the transit status.
  • If you think there could be any issues during shipment, highlight them to your buyers well in advance
  • Confirm the delivery of the item once the online status shows that it has been delivered

Great customer service starts right from the listing of your item

  • Make sure your listing is accurate and complete
  • Provide detailed descriptions and call out any –   Defects in the product
  • Choose appropriate item specifications
  • Add photographs that tell buyers everything about the product, even if it means showing imperfections
  • Offer reasonable handling times that can actually be fulfilled
  • Provide multiple shipping options for a buyer to choose from
  • Align with logistic partners who have a good reputation of customer service.
  • Use an end-to-end tracking service
  • Do not run away from returns – specify a clear returns policy

Make a good impression once your item is sold

  • Make sure the item is well in stock and the inventory is sufficient to fulfill your orders
  • Print correct shipping labels with the correct ship-to address as provided by the buyer
  • Pack the item correctly with secure packing material to avoid damage
  • Ensure items are shipped out within the specified handling times.
  • Upload correct tracking details in the eBay system and keep your buyers informed.
  • Track the package shipment yourself, to stay up to date on the transit status
  • If you think there could be any issues during shipment, highlight them to your buyers well in advance
  • Confirm the delivery of the item once the online status shows that it has been delivered

Your role doesn’t end with the item delivery; now is the time to get connected and check if the buyer is happy with the received product and take -feedback

  • Contact buyers and check if they have feedback on your performance as a seller
  • Check for any underlying issues with the item and be proactive in resolving them.
  • If a buyer has raised a case under the Conflict Resolution Center, promptly respond.
  • If the buyer opens a case of return, check the issue and provide a resolution

Your role doesn’t end with the item delivery; now is the time to get connected and check if the buyer is happy with the received product and take -feedback

  • Contact buyers and check if they have feedback on your performance as a seller
  • Check for any underlying issues with the item and be proactive in resolving them
  • If a buyer has raised a case under the Conflict Resolution Center, promptly respond
  • If the buyer opens a case of return, check the issue and provide a resolution.

Communicating With Buyers

We help you communicate with buyers efficiently and effectively through a number of tools.

My eBay automated emails: We’ll send automated My eBay messages to your buyers when they make a purchase, to remind them to pay, provide the tracking you’ve uploaded, and ask them to leave feedback.

Pre-Answered Questions: When buyers click on “Ask a Question” in your listing, you can choose to show them a set of pre-answered questions. Providing answers to common questions upfront will save your time by reducing enquiries, both before and after a purchase.

Something more to help you with providing the best of customer service:

  • Be a responsive and responsible seller.
  • Pay attention to what your buyers are saying through their feedback / communication.
  • Regularly monitor your listings for listing hygiene and stock management.
  • Keep yourself updated on what is happening around the eBay marketplace.
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