Whatever you do as an eBay seller there are always going to be occasions when it all goes wrong. After all aren't we all subject to the vagaries of the postal service? The only way to deal with these buyers is to be up front with your terms and conditions at all times and to show flexibility.

State in your auction that the buyer should contact you immediately if they think the item has got lost in the post. Detail your mailing regime in your auction– if you can only send mail twice a week then make sure this is listed. When the auction is finished contact the buyer as soon as possible, Selling Manager gives you lots of options for email templates that can be sent in an instant. Many buyers will think you have sat down and personally written them the email. In t his email make it clear when you will be shipping the item e.g. within 48 hours. When the item is sent email the buyer again with a dispatch notification. You would not believe how rare it is for sellers to communicate with buyers in such a way. Good communication is the key to a satisfied customer.

If the buyer bids in mistake or pulls out then don't leave negative feedback if it was a genuine mistake. If the buyer has really messed you around or has been unnecessarily rude then I would still not leave negative feedback immediately. Just note the date and time of the sale. eBay allows you three months to leave feedback so three months later and with only a few minutes to go leave your negative. The buyer will not have time to leave you feedback that you did not deserve. If the buyer has a genuine gripe about something you sold then it is always best to hold up your hands and get the item returned for a refund. Even if it was not your fault then a goodwill gesture for one customer will result in good feedback that many more of your customers will read.


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