I’ve had an ebay account for ten years now, and I have been a serious seller for quite a few of them. We all have to adapt to any changes ebay makes, and it’s fun to watch the progress that we make over the years. I had a chance to look back and reflect at some of my early years as an ebay entrepreneur, and it’s funny to see how I’ve grown. My credo has developed and has transitioned into a business model that has been holding strong. I still continue to grow and make changes to my business, but there are three things that I have learned that have kept my business successful.
1. Handling Time: I’ve learned that there is a direct correlation between handling time and feedback. I was lazy when I first started to sell on ebay. When an item would sell, I would wait until I felt like boxing up the item an shipping it out. Most customers wouldn’t say anything unless it was extremely late, but that’s the problem. I wanted them to say something on my feedback (positive of course). As my business continued to slowly grow, ebay made some changes that required a faster handling time with sold items. When I officially made the change to shipping out sold items the next day, with no exceptions, I watched as my feedback exploded. I went from a 30% feedback take rate to a 70% overnight! It was amazing to see how much customers really appreciated me shipping out their product the next day (or the same day in some cases). On a side note: You may have noticed that items you’ve shipped via USPS this holiday season are taking a little longer to reach you buyer. If you are not already shipping out the next day, then now is a perfect time to start. Customers may be angry if their item arrives a little later than expected, so minimize the time spent in transit.
2. Return Policy: I use to think that offering a return policy would just be an opening for trouble. I wouldn’t offer it on any of my items, and if there was a customer issue, I would just take the negative feedback. Looking back on this I think I must have been crazy! I have adapted with ebay’s policies over the years and I quickly understood the value of a Return Policy. For customers, seeing a return policy is like a guarantee. It makes the buyers feel confident that they are getting the right product, and if they received something that they didn’t expect, then they can just return the item. Now, I offer at least a 14 day return policy on all of my items, and the crazy thing is, no one uses it! I have only had a handful of buyers say that they want to return the item, and only one was because of buyers remorse. This is nothing to be afraid of, if you are honest and take good pictures, then the customer should understand what they are getting. I’ve never had anyone use my item and just return it or abuse the return policy. Since offering a return policy, I’ve seen my sales and repeat customers increase.
3. The customer is always right (most of the time): When a customer has a problem with their item, I mostly side with them. I might show empathy for their problem, and try as hard as I can to come up with a solution, but that doesn’t always mean give them what they want. Do you even know what the customer wants? I had a customer email me to let me know that one of her video games that she ordered was scratched. I shared my concern and expressed how sorry I was. After exchanging a few emails, I sent her a link on how to clean a video game CD and the game ended up working. I could have easily gave her a full refund for the problem, but that’s not what she wanted. She wanted a video game that would work. I got a positive feedback, and the deal was done. I always make the customer feel as if they are in the right. Sure I have ran into a scammer or two, and I’ve dished out a partial refund to save the day, but I immediately add them to my “bad buyer” list, and I never have to deal with them again. I have found that when the customer feels like they are right, and they feel like you are doing your best to resolve the issue, then you will have a happy and repeat buyer.
These three basics in customer service really have helped boost my sales and get me to where I am today with my business. If your not doing this already already, I suggest incorporating these three lessons into your own business, and watch how your customers react. It’s fun to see your business grow 
Lastly, Episode Three of 100 ways to make $1,000 is up and ready to view in the membership area!
{ 8 comments… read them below or add one }
I’m scared of doing returns. I heard a newer scam is people will purchase your item, take out the good parts and replace them with old broken parts, then claim the item you sent doesn’t work. For some reason that scares me. I know the odds of it really happening to me are low but still a concern. I really need to get over this and offer returns. As of right now, I do not. Thanks for opening my eyes.
As a seller for 10 years and an Outreach Agent for eBay, these three points not only are what eBay calls best practice they are the thing that can help you be found at the top of searches and the thing that gets you the Top Rated Plus seal. We have been doing these thing for a couple of years now and it does make a difference. Also the fact that eBay now has a 50 member team dedicated to Seller Protection is a plus. BUT there is still a part of how we list and take pictures that plays a major role in returns. Being proactive about your listings with GOOD pictures and many pictures, using a invisible marker on items that have the potential of being returned which have been tampered with, doing a restocking fee are some of the things you can do to protect yourself. Also using eBay’s return management seems to deter those scammers.
Oooh! Please tell me more about this invisible marker trick. What’s the name of this marker and how and where do I apply it? And if it’s invisible, how can I tell the item’s been tampered with later?
Just Google ” invisible marker” to buy them. The marking shows up under a black light.
Tristen,
Great article. I totally agree. I too have been selling on ebay for 10 years+ and have found those 3 key lessons have helped my business grow immensely. I love when my customers come back to shop in my store. They could go elsewhere but I know that my customer service brings them back. I always ship next day, offer a 14 day return (which I only have had to use a few times) and send them a personal email letting them know that their item has been shipped. They really seem to appreciate that. Thanks again for the article and have a good day.
Cindy (CindyLou’sLoot)
Great points Tristan!
I just thought I’d share some of my personal experience to lend another voice. I’ve been selling on eBay for nearly 12 years now. I’ve kept my operation small on purpose and I’ve always tried to ship same day or next day. My payment policy actually reads as follows:
“We prefer PayPal. Your merchandise will ship as soon as your payment has been received. We ship daily, Monday-Saturday and sometimes twice per day!”
My buyers love that! My feedback has always averaged better than 70% and, since the advent of the DSRs and the stars, I’ve rarely been below 5 full stars.
I’ve sold a wide variety of everyday items, electronics, antiques and collectibles. In all of that time, I’ve always taken returns and, frankly, I don’t think I’ve averaged 1 return a year in 12 years of business. It just doesn’t happen. Now, on the other hand, I have dolled out probably a half dozen full refunds and a couple of partials in 12 years for items broken or badly damaged in transit. That’s just good business.
Over the years, I’ve had a few frustrating buyers. Again, the average number is very, very small. I’ve had a couple leave negative feedback with no contact to me whatsoever and then one reverse it (still without contacting me) when I emailed through eBay to ask what the problem was and how I could help. I’ve had two who obviously don’t understand the feedback system leave neutral feedback, one of which was from a buyer who habitually left neutrals or negatives and who eBay subsequently dealt with. I didn’t get involved other than to comment back on her feedback (something you should always do when a buyer leaves you a neutral or a negative). I always block “bad” buyers. Those I block include:
*Non-paying bidders
*Those that leave negatives or neutrals regardless of validity (not worth future headaches)
*Those that ask “suspect” questions even before purchasing an item
*Those that buy an item and then spam me with email and ads
In 12 years, I’ve personally blocked just over 50 buyers. The great majority have been non-paying bidders. Many of those were people who made me an offer on an item that I accepted that then never paid. It seems that there are lots of buyers out there that don’t understand that by making an offer, they’re also entering into a binding contract if their offer is accepted. Many never even contact me during the payment period or after it expires. I block them so I never have to deal with them again and wonder if I’m ever going to get paid.
Another tip is to let the buyer know what is occurring with their order. Has their order been shipped, is it being held up by the shipper, and let them know that their package has been delivered. Also, thank them when they leave FB.
We use 2 great apps by KiOui (http://www.kioui-apps.com/).
We use:
Ki Tracking – Great for seeing how long the package has been in the shipping channel.
http://applications.ebay.com/selling?ViewEAppDetails&stab=1&mId=2000020&appType=1&appId=kitracking.kioui-apps.com
Ki Feedback – You can leave FB before or after receiving FB. Able to customize with HTML
http://applications.ebay.com/selling?ViewEAppDetails&stab=1&mId=2000020&appType=1&appId=kifeedback.kioui-apps.com
Both of these apps are customizable and are a huge time saver.
Totally agree with you, Tristen.