Selling on eBay will allow you to encounter your fair share of difficult buyers. You’ll have to learn how to deal with these buyers without it resulting in negative feedback. Here are a few tips.
1. The customer is always right. Sellers really hate this motto but it’s a common phrase for a reason. This is especially true with online eBay sales. Here’s why. Buying on eBay is a lot trickier than local shopping. Buyers can not try things on, they can not test items, they can’t even really see them. The fact is, something can go wrong with the sale, even if you, as a seller, have seemed to do everything right. So, when a buyer asks to resolve a transaction, be courteous, polite and offer a refund on return. You’ll maintain a good rapport and positive feedback because of it.
2. Communicate often. I’ve had difficult buyers who basically wanted me to track their item, alongside of them. Even when they could clearly see the tracking updates themselves. However, had I not communicated just as efficiently, I could have incurred negative feedback. When you’ve realized that you have a difficult seller on your hands, don’t assume that silence is golden. Make sure your buyer is satisfied every step of the way. Some buyers will look for things to get upset at but your responsibility is not to make them happy, it’s to make them satisfied with your customer service.
3. Get everything in writing. Don’t make the mistake of handling off-eBay transactions when you have a difficult buyer. Often, this is how scams occur and eBay can not cover your transaction once you go off of their website. If the buyer has a problem with the sale have them communicate through eBay. That way if something seems fishy, you can take it to eBay support.
4. Know when to keep quiet. Although, it’s important to communicate frequently with a difficult seller, sometimes your words can get you in trouble. Many sellers have gotten in trouble by what they have said more than from what they haven’t. Rude remarks and offensive comments can result in automatic negative feedback from difficult buyers.
5. Be proactive. Sometimes, it’s about anticipating difficult buyers, that helps the most. Describing products accurately, selling quality items and shipping on time can eliminate most of the issues with difficult buyers.