Selling on eBay does have its benefits, but one of the main drawbacks might be customer disputes. Obviously, these problems will inevitably arise no matter where you are selling items. You cannot just ignore customer disputes, so you have to handle them with diligence and a calm attitude to avoid any major problems. Negative feedback or a refund might be the result, but you should just do your best to navigate customer disputes on eBay. To help you out, here are some tips.
1. Don’t fall for the feedback trap.
Sometimes, a customer will contact you about an issue with their order. They will promise you positive feedback and no problems after you have taken care of the issue. Unfortunately, you will soon find yourself with negative feedback just to spite you and your feedback rating. Plenty of customers use this tactic to both get their money back and mess with the seller for no particular reason. You should do whatever you can to safeguard yourself from this feedback trap. On top of that, you should never let a customer hold your feedback rating hostage because it isn’t the biggest deal in the world for sellers.
2. Respond quickly to customer disputes and concerns.
Without a doubt, you will lose a dispute if you don’t respond quickly enough to one. You normally have 7 days to respond to a complaint by a customer, but you should do so long before that time lapses. Dealing with customer complaints quickly will make customers happier and more likely to accept your solutions. On top of that, disputes will be resolved easier and with less arguing as is sometimes the case with customer disputes. You want to ensure that your disputes and claims against you are taken care of smoothly and quickly, so respond to those complaints!
3. Always refer back to delivery confirmation and other information.
A customer might try to stay that they never received an item or that shipping was way too slow. Obviously, you should always use delivery confirmation and other tools to track your shipments. Referring back to these items later will help you out greatly during customer disputes. Without delivery confirmation, you can’t completely prove that an item arrived at the customer’s doorstep. Other documents can help you with when the order was shipped and how much it was. Therefore, you should always use these documents to deal with customer disputes.
4. Shoot for a partial refund instead of a full refund.
In some cases, a customer may want a full refund of their charges for your items. You should try to reason with them and go for a partial refund only. Of course, you are allowed to charge them for return shipping, not refund them for original shipping, and you can reduce a full refund by doing restocking fees. Also, you can do a partial refund for items that have been open or used. It is possible to just reason with a customer by offering a partial refund right off the bat, which many customers are willing to accept. Partial refunds will allow you to save some money and lower costs.
5. Pay return shipping costs if you are at fault for some defect.
In other cases, you might be at fault for poor packaging or sending the wrong item. A customer must normally pay return shipping when they want a refund or exchange, but you should pay for this shipping if you made the mistake. For starters, a customer will be more likely to give you positive feedback and shop with you again. Also, it’s just a good business practice to use. Admit fault when you make a shipping mistake and pay for the return shipping. In the end, this won’t end up happening too often, so you won’t be losing tons of money doing this.
6. Don’t let yourself be tricked by a customer.
Unfortunately, not all customers on eBay are full of integrity and good purposes. Some customers will try to buy something from you and then rip you off in various ways. Be wary of customers who try to discredit you by saying that an item never arrived or arrived damage or something else. Of course, you can protect yourself with accurate item descriptions, delivery confirmation, proper packaging, and other safeguards. Don’t ever let someone take advantage of you by scamming you out of an item or monies owed.
Get selling on eBay!
eBay selling is one of the best ways to sell your old or new stuff that you don’t want anymore. However, customer disputes are bound to pop up, and you need to know how to handle them properly. Practicing great customer service tactics will ensure that you don’t have too many problems with customers that want to file a dispute. So then, you should sell on eBay to your heart’s content and then deal with customer issues as they come up.
For more information, visit Selling on eBay and eBay Feedback.