I can answer that question for you right now: the answer is "yes." In fact, the answer is "YES!" - The biggest yes you've never heard of. Of course the customer is always right. If you want to be a successful eBay seller, you should go miles out of the way to ensure every customer is 100% satisfied, but a lot of time or money that could cost you.
A dissatisfied customer will leave negative feedback and negative feedback should be avoided at all costs. This is a piece of negative feedback will always cost you more than he would have to deal with the complaint, regardless of the value of the goods you sell. You should consider a percentage of positive feedback in 100% to be an absolute disaster and a personal failure on your part.
But what if ...
But nothing! There is no situation where you as the seller must enter into a dispute with a buyer. Here are some common situations and how to treat them.
They say the item never arrived: Politely ask the buyer to wait a few more days to see if it appears and then email you again if it has not arrived. If it has not arrived yet, you should assume that he was lost in the post somehow and offer to send a replacement if you have one, or to give them a full refund otherwise. No, I do not care what it costs. Are you serious about selling on eBay or not?
Lot is damaged message: E 'must be provided in its place, or take them back and get his money back without hesitation.
They say that the target does not match the description: Resist the temptation to e-mail to "yes it is, you can not read the description properly". Please return item back and edit your description, if you want to make a clear confusion extra points.
I'm sure you have noticed a trend now. In order to offer a refund almost any problem will disappear, and it will really cost you less in the long term. Remember that a piece of negative feedback to stay with you forever, while having a 100% positive rating is like owning a bar of solid gold.
You should always treat customer complaints', before you complain to eBay - in fact, you should send them to advance to ask if they have any. Through the process of litigation is time consuming, reflects badly on you and is absolutely useless.
Still not convinced? I think this would only work with cheap items? Well, you see, the higher the price of items sold, the more your reputation is worth to you. You sell $ 10,000 in items every week, for example, and a profit of $ 1,000 per week in general. You might think that buying refund of $ 1,000 for a client would be a tragedy to lose, you get your week. It is much better look at it this way: if you do not give a refund, then not only lose the benefits of next week but will probably lose the benefit of a few weeks after that too. Now which option looks better?
Definitely I can not emphasize enough the importance of really believing that the customer is always right. But trying to make excuses for complaints is not the only thing you should avoid. There are many pitfalls to avoid if you do not want to kill your business before it started well - and I will show in the next email what they are.
But what if ...
But nothing! There is no situation where you as the seller must enter into a dispute with a buyer. Here are some common situations and how to treat them.
They say the item never arrived: Politely ask the buyer to wait a few more days to see if it appears and then email you again if it has not arrived. If it has not arrived yet, you should assume that he was lost in the post somehow and offer to send a replacement if you have one, or to give them a full refund otherwise. No, I do not care what it costs. Are you serious about selling on eBay or not?
Lot is damaged message: E 'must be provided in its place, or take them back and get his money back without hesitation.
They say that the target does not match the description: Resist the temptation to e-mail to "yes it is, you can not read the description properly". Please return item back and edit your description, if you want to make a clear confusion extra points.
I'm sure you have noticed a trend now. In order to offer a refund almost any problem will disappear, and it will really cost you less in the long term. Remember that a piece of negative feedback to stay with you forever, while having a 100% positive rating is like owning a bar of solid gold.
You should always treat customer complaints', before you complain to eBay - in fact, you should send them to advance to ask if they have any. Through the process of litigation is time consuming, reflects badly on you and is absolutely useless.
Still not convinced? I think this would only work with cheap items? Well, you see, the higher the price of items sold, the more your reputation is worth to you. You sell $ 10,000 in items every week, for example, and a profit of $ 1,000 per week in general. You might think that buying refund of $ 1,000 for a client would be a tragedy to lose, you get your week. It is much better look at it this way: if you do not give a refund, then not only lose the benefits of next week but will probably lose the benefit of a few weeks after that too. Now which option looks better?
Definitely I can not emphasize enough the importance of really believing that the customer is always right. But trying to make excuses for complaints is not the only thing you should avoid. There are many pitfalls to avoid if you do not want to kill your business before it started well - and I will show in the next email what they are.
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