Seller Guidelines
Communicate with your Buyer
Respond to e-mails quickly! Nothing gets a buyer (or seller) angry faster than silence, especially when a problem arises. If you are going on vacation to Fiji an hour after the auction ends, then let them know in the description that it will take a few weeks to deliver their prized salt shaker.
Did the item get damaged after the sale? E-mail the sad news of the tragic end to their tiffany lamp immediately... In the case of damage or loss, have a fitting solution in mind when you contact them (such as a refund or replacement) or see if they have a better, mutually agreeable idea in mind.
What if you won't be able to communicate for awhile? Perhaps you have a scheduled office upgrade, or you are moving cross country- Then leave a phone number where you can be reached during the down time. Most customers will never, ever call for any reason, but if they have your number, it makes them feel that much more confident in you as a seller.
Just remember- Don't post a phone number in your auctions or you'll have all kinds of wackos calling you for a date or to sell you herbal Viagra. Just put your contact info in your e-mail signatures, or if you are sure the system is secure, put it in your post auction management or Paypal auto notifications.
Remember, an informed buyer is a happy buyer. Most people are very forgiving when a real problem arises, if you deal with them honestly and keep them up to date along the way
Don't wait for bidders to become upset and contact you- when you do, your'e walking a shaky tightrope high above the negative feedback canyon.
Our own experiences and e-mails from fellow auction users have shown that members of ebay and other auction sites are an understanding group of humans. Just keep em' in the loop!
Package Carefully and Lovingly!
One of the best compliments I ever received from a customer, was someone who sent me an ebay feedback stating that the package I sent would have "survived a direct hit from a thermonuclear device".
Not only did I get a kick out of that, it made me feel a real sense of pride and accomplishment in a job well done: I knew I had finally achieved packaging nirvana, and universal oneness with my tape dispenser... Or at least I was on the right track with customer satisfaction.
Making the customer happy is what it's all about (other than becoming fabulously wealthy as an online auctioneer).
Bottom Line: It is extremely important to package carefully. The condition an item arrives in is very important to your auction customer, and is probably the number one most important thing to most bidders. It's even ahead of when they receive the item and how well you communicate with them. The bottom line is buyers want their goods undamaged.
Nothing will get you bad feedback faster than when a customer agrees to pay your quoted shipping fee, then they send you $175 for a fragile, old newsprint pulp from the 1940's, and they get it shipped to them in a flimsy Priority Mail cardboard envelope with no protection. Trust me- they will be furious, even if the item somehow, miraculously arrives un-damaged.
And don't even THINK about shipping an expensive comic, signed photo, old stamps, baseball cards or similar items in the aforementioned Priority Mailer... Maybe it's no big deal to you, but to that guy who's been looking for that Amazing Spider Man #12 in near mint condition for the past 12 years- it is a HUGE deal.
Need more info?
In today's hyper-informed auction world, no seller has any excuse to package items poorly. This site is loaded with packaging tips, with free advice on how to package just about anything.
We also have advice and reviews on numerous shipping sites, so you know how to stop paying for Delivery Confirmation and find the cheapest, yet highest quality shipping for your auction items.
We even have the USPS link where you can get shipping supplies and boxes for free... That's right... free!
Deliver Goods Quickly
This is common sense and does not need too much in the way of explanation. Still, for sellers out there, this is a top danger area for negative feedback so we'll cover it...
As a seller, ship your stuff as quickly as your invoicing and packing system will allow.
Buyers have a right to receive goods in a timely fashion; they have paid their hard-earned money for what some other people might reasonably call junk (and you may as well). Don't make them wait an extra day, hour or minute if you can avoid it.
Don't schedule important business travel or a vacation the week you have a bunch of 50 or 60 auctions ending. This is inviting disaster!
During times of heavy sales volume, avoid computer system upgrades, have a comfortable amount of operating cash on hand for your mailing fees (they add up quickly) and have plenty of office supplies and packing materials ready to go: mailing labels, printer ink cartridges & paper, boxes, packing peanuts or bubble wrap, etc.
Remember, if you are selling any kind of antique or collectible on ebay or other site, you are dealing in dreams.
This is an item that the bidder probably had during childhood or other happy, simple time in their life. They are obviously emotional about the purchase, and eager to receive it.
How else can you explain people paying thousands of dollars for worn old baseball cards, comics and other bits of paper, cardboard or metal?
These eager buyers have paid in full for their treasure- get it to them fast! It's the right thing to do... Plus, that happy customer will probably leave you a glowing feedback and be back to your auctions or ebay store for more.
Next part: Understanding Auction Terms
