Customer Service Tips for eBay Sellers
Buying online can be a very nerve racking experience and face it, very impersonal. There are many times where eBay Sellers or Store owners may sell the same product, at around the same price, and what will distinguish you from them is CUSTOMER SERVICE.
Make sure your buyers feel confident purchasing from you, are happy and maybe feel a little special, and hopefully they will return as a repeat customer!
Communication, Communication, Communication!
Always stay in contact with your Buyer, let them know at EVERY step of the way how their transaction is progressing.We send a minimum of five standard emails. Our examples are below, but of course you can fine tune them to your individual requirements.
It will only take a few minutes of your time and will greatly reduce unnecessary worry of your buyer. Because we keep our customers well informed, I rarely get emails from buyers with questions on their transaction; I do however receive countless really nice thank you emails and lots of repeat customers.
i) Congratulations email
Sent to buyers who BIN bid on our listings, but don't send payment right away.Confirms their successful bid, thanks them for their purchase, advises total cost, basic TOS (payment options, store policies), how to send payment, ask if they have any questions or need assistance, and lets them know they will receive an Order Confirmation email when payment is received.
ii) Order Confirmation email
Sent to buyers who BIN bid and send payment right away or following payment being received after the Congratulations email.Confirms the complete transaction; purchase details, their information, receipt of payment, and lets them know they will receive a Shipment Confirmation when their item is shipped.
iii) Customer Service email
Only email through eBay
Sent after we send our first email to them, one of the above two.This one is sent through the eBay mail system in case they are having email problems or they expect our emails will come through eBay. It lets them know that we just sent them an email directly to their email address, and if not received to let us know, and what emails they can expect from us throughout the transaction.
iv) Shipment Confirmation email
Sent once item is in the mail.Confirms item is in the mail. We include by which type of service it was sent (Light Packet, Small Packet Air, etc), the approximate transit time and lets them know I will contact them again to ensure their item is received.
v) Receipt Confirmation email
Our final email sent a couple of days before I expect their purchase may arrive.This lets them know that we haven't forgotten about them. I tell them to keep an eye out for our parcel, I want to make sure they are happy with our products and customer service. I include various info such as Add to Favorite Stores link, links to our blog, (website) Newsletter and information and benefits of purchasing from our website. I finish off by thanking them again for their purchase.
Product Packaging
For those who sell new or handmade items, package them nicely. This can be done very inexpensively.If you sell items targeted to ladies, you could wrap them in clear or colored cellophane and a pretty ribbon or bow.
Our products are targeted to men, so we individually packaged in a clear plastic with a simple product label which I make on our computer and print on bright yellow paper.
Thank You Cards on Amazon
50-Count Flat Panel Value Notecard Set
Amazon Price: (as of 01/05/2010) 
48-Count Border Multi-Pack Thank You Notes
Amazon Price: $14.99 (as of 01/05/2010)
Masterpiece Pearl Border Ivory Thank You Note - 50 Cards &50 Envelopes
Amazon Price: $9.95 (as of 01/05/2010)
Color Paper on eBay
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Color Paper on Amazon
Wausau Paper AstroBright Color Laser/Inkjet Paper, 24 lb, Letter Size (8.5 x 11), Purple, 500 Sheets (22671)
Amazon Price: $12.49 (as of 01/05/2010)
Hammermill 18324-0 8.5"x11" Color Paper (Pink, 500-Sheets/Ream)
Amazon Price: (as of 01/05/2010)
Packing Material on eBay
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Be sure the contents are well packed and protected, you don't want your customer receiving a broken item.Please use clean packaging, there is nothing worse than receiving an order packed in dirty used paper.
Offer combined shipping.
And of course, be sure to promptly ship the order!
Most of our products are sent in bubble envelopes and the remainder in cardboard boxes wrapped in brown kraft paper. Fragile items of course require additional care and we pack ours in wood boxes we buy at the Dollar Store.
We have one product made from a skeet clay target, which is extremely fragile. We have sent these to almost every State over the last couple of years, and not one has been received broken.
Shipping Supplies on eBay
Fetching new data from eBay now... please stand byBubble Envelopes on eBay
Fetching new data from eBay now... please stand byThat Special Touch
Make your customers feel special, it does make a difference. Some ideas are:- we include an assortment of treats (chocolates, candies) in all orders except those sent by Light Packet (due to the slot size restriction)
- for Christmas season orders, we include a mini Christmas card (personally signed) along with their treats
- if requested, for items purchased as a gift, we gift wrap and include a gift card for free
- larger orders I will usually include something additional for free or a discount coupon on their next purchase
- I know several sellers who include extras, many are so inexpensive, such as book marks, packets of seeds, popcorn, cute note pads, smaller sample products for free, etc
Candy on Amazon
Werthers Original Sugar Free Candy - 2.75 Oz Each, 12 Bags
Amazon Price: $22.78 (as of 01/05/2010)
Werthers Original Chewy Caramel 1.8oz 24ct
Amazon Price: (as of 01/05/2010)
Werther's Chocolate Candies, 4-Ounce Bags (Pack of 12)
Amazon Price: (as of 01/05/2010)
Riesen Chewy Chocolate Caramels, 5.5-Ounce Bags (Pack of 12)
Amazon Price: $21.94 (as of 01/05/2010)
Storck Milkfuls, 7-Ounce Bags (Pack of 12)
Amazon Price: (as of 01/05/2010)
Seed Packages on eBay
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- janieruth janieruth May 6, 2008 @ 11:40 pm
- Great lens, full of customer service hints that are bound to pay off for the dedicated seller. Thanks for putting it all out there for us! janieruth
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- chefkeem chefkeem Mar 30, 2008 @ 3:16 pm
- Learned something. Good! *****
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- grandpas grandpas Jan 31, 2008 @ 5:58 pm
- Enjoyed your lens! Thanks for creating it. Very good tips for ebay sellers! Giving you a 5 for sure! Please visit my lens and blurb and rate too.
http://www.squidoo.com/grandpas-trading-company
Jim Nelson
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- MagiesPlace.info MagiesPlace.info Sep 26, 2007 @ 9:03 am
- 5 Stars! Well done! Please add your lens link to my www.magiesplace.info site..for free advertising. Wish you much success :}
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- rejoicemusic rejoicemusic Aug 14, 2007 @ 10:04 pm
- Good advice! Thanks for this great lens! Patrice
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