Important tips to work with your buyer and resolve issues
It’s important to work with your buyer and help them resolve any issues that may come up with their order. Here are some steps you can take: If a buyer lets you know that they have a problem with their purchase, you should respond to them as quickly as possible. Keep in mind that you have 3 business days to resolve their issue before they can ask us to step in to help If the buyer has opened a return request for an item that doesn't match the listing description, and you do not respond, we may refund the buyer and seek reimbursement from you without requiring the buyer to ship the item back When communicating with the buyer, do your best to be polite and professional in your responses, even when they’re upset or angry. It helps to provide a better customer experience, and it might make it easier to come to an agreement about their issue If the buyer wants to return the item, they may accept a replacement (where you send them the same item again) or an exchange (where you send them a similar but different item) Buyers may also accept a partial refund, where they keep the item and you give them back some of their money Learn more about helping buyers if their item didn’t arrive, or how to handle a return. Regards, eBay INCBT TeamThe Importance of Shipping with Tracking
Why should you be shipping with a service that provide online tracking? As a seller you would agree that anything that cannot be tracked online is as good a lost. And having your item lost means you are not only losing your product but are also losing on your reputation as a seller. The buyer will no longer want to purchase any item from you. The biggest drawback with shipping without a proper tracking service is that you will not have any proof that the item was actually shipped and/or was delivered within the listed timelines. Buyers typically are impatient when they are waiting for an order to be delivered. Once the given timeframe has lapsed, they will go ahead and open up an “Item Not Received” case” and at times will not even wait for a seller to revert. The case might then be escalated to eBay and when eBay intervenes a black mark will be noted on your account. I.e. your account’s performance will be impacted. Benefits of using Tracking Services: Better efficiency Sellers who upload tracking information spend less time answering shipping questions from buyers. Better protection Uploading tracking information can provide important documentation to protect sellers during dispute resolution. Improved buyer experience and confidence Buyers can more easily determine when their item will arrive, and you fulfill their expectation of an online business. Better metrics Buyers are more satisfied and tend to leave higher feedback when they can track their purchases. Uploading tracking also helps you qualify for automatic 5-star shipping time ratings, and when you meet your on-time shipping metric it helps you qualify as a Top Rated Seller. How to upload tracking information on eBay: Step 1 - Go to My eBay and click on Selling Step 2 - On the Seller Hub, click on Orders then Awaiting Shipment Step 3 - Go to your listing and click on Add Tracking Step 4 - Input your tracking information. Important: Please select the carrier name from the list of suggestions, if available. Tracking Best Practices Print correct shipping labels Ensure that the item is packed properly and is shipped to the right address as provided by the buyer Use a logistic service provider that provides end-to-end tracking Keep track of the shipment status yourself Let your buyer know where the shipment has reached and by when it is expected to be delivered Ensure that the tracking details are updated within the handling time and are correct Regards, eBay IN CBT Team
