Is the eBay Customer Always Right?
By Sam Young | December 1st, 2011It’s surprisingly easy to kill your eBay business, if you’re not careful – sure, you can start over from scratch without it costing you anything, but do you really want to? Still, if you want your business to end up dead in the water, here are some simple ways to do it.Lie about an item: Say it works fine when it sometimes doesn’t work. Say it’s in perfect condition when it has a scratch. Your customers will hate you!
A dissatisfied customer will leave negative feedback, and negative feedback is to be avoided at all costs. That one piece of negative feedback will always cost you more than it would have to deal with the complaint, whatever the value of the items you sell. You should consider any positive feedback percentage under 100% to be an absolute disaster, and a personal failure on your part.
In fact, a bad reputation will lose you almost all your sales. If someone leaves you negative feedback, you will feel the pain straight away, as that rating will go right at the top of your user page for everyone to see. Who’s going to want to do business with you when they’ve just read that you “took a month to deliver the item”, or that you had “bad communication and sent a damaged item”? The answer is no-one.
But nothing! There is no situation where you, as a seller, should get into any dispute with a buyer. Here are a few common situations and how to handle them.
They say the item never arrived: Politely ask the buyer to wait a few more days to see if it turns up, and then email you again if it still hasn’t arrived. If it still hasn’t arrived, you should assume it was lost in the post somehow and offer to send a replacement if you have one, or give them a full refund otherwise. No, I don’t care what that costs you. Are you serious about selling on eBay or not?
Make your listings ugly: As many colours, flashing lights and animations as possible will really give those customers a headache. Write as much in CAPITALS!!!! as you can. Preferably big, red capitals. Be sure to use the fonts Impact and Comic Sans. For an extra special touch, see if you can figure out a way to add some music.
Don’t take photos: It’s such trouble, after all. If buyers are picky enough to actually want to see items before they bid on them, then screw ‘em, that’s what I say.
When a PowerSeller tells me something, I tend to believe them. They can be selling a pretty unlikely item, but if they guarantee it is what they say it is, then I trust them – they’re not going to risk their reputation, after all. This is the power of a reputation: people know you want to keep it, and they know you’ll go to almost any lengths to do so.
This is true even to the point that I would sooner buy something for $20 from a seller I know I can trust than for $15 from someone with average feedback. It’s worth the extra money to feel like the seller knows what they’re doing, has all their systems in place and will get me the item quickly and efficiently.
You really will find selling on eBay so much easier, and there’s only way to get a good reputation: make sure you please your customers every time. But some customers can be, well, just a little difficult to please. In the next email, we ask: is the eBay customer always right?
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