Tag Archives: ebay

eBay and Customer Service

If you are running an eBay business, you may not
realize that the need for great customer service still
exists – even for online auctions. When a buyer
receives quality customer service from you, they
will potentially do one of two things – or both. They
will give you great feedback, and they may look for
more of your auctions in the future. If you hope to
make a living from eBay, you have to stop thinking
of it as an ‘auction’ and start running it like a
‘business.’

If you owned a brick and mortar business, how
would you treat your customer while they were
standing at your counter, waiting for you to finish
ringing up their order? You would be helpful and
respectful of course! You would do everything that
you could to guarantee that customers return to
your establishment in the future. You would bend
over backwards to make sure that their buying
experience with you was both satisfactory and
enjoyable. Why would you do any less at the
close of one of your eBay auctions?

First, act quickly at the close of your auctions.
Contact the winner, and congratulate them. Describe
the item they have won and how the item will be
shipped – even if this information is already part of
the description for the auction. Remind them of their
winning bid amount, and give them payment options
and instructions. Let them know when the item will
be shipped.

Close your email by thanking them for participating
in your auction. You might even take this opportunity
to tell them about other open auctions that you have
as well. Think of this contact with the winner as a
conversation that you are having with a customer
who is standing at your counter in that imaginary
brick and mortar store.

Once the payment and shipping details have been
taken care of, contact your buyer again. Let them
know when the item was shipped – the exact date
and time – and when it is expected to arrive on their
end. During this contact, let them know that if they
have any problems or questions, that they should
contact you through the eBay site. If they do
contact you in the future, make sure that you
answer promptly, and that you do all that you can
to make them happy with their purchase – even if
it means issuing a refund.

Yes. You should be open to issuing refunds,
depending on what the item is. Furthermore, you
should issue refunds promptly. Of course, it is
reasonable to expect the buyer to return the item to
you, at your expense, before the refund is issued –
but once you receive the item, issue the refund
promptly. This is just good business!

Trying out a new dropshipper for eBay, Risk free


With the Christmas season coming, My eBay business faces a potential bottleneck, with money to invest into product I could easily see thousands of dollars this season in profit, but with the need to buy presents, multiple birthdays and holiday travel its hard to imagine having any substantial funds collected at once.

How will I solve this issue, Im going to finally try a drop shipper, now DOBA is a pretty well known resource but I figured it would be to well known to make a decent return on, Im hoping my better than average design, communication and marketing skills will give me the leg up on other DOBA users.

Also, if I found the appropriate niche that isnt over saturated I might make a good steady income… any thoughts on how I can find that niche?

Previously my skills have been in finding already hot products for low prices and maximizing my turnaround with careful timing, good communication etc.

Basically, Im a great salesman, but sourcing has been an up and down journey.

Why now, well DOBA is offering a free 7 day trial, ideally I would have started on a Thursday, tested with a bunch of three day auctions, and then canceled by Wednesday, but Im hoping that I wont have to cancel.

So give it a shot with me, 7 days free, mark your calender cancel on the 6th day, unlike most offers this should be easy to remember since you will be tracking your non existent items daily in your eBay.

At least I know I will.

It seems worst case scenario, Ill be out some listing fees, probably less than $4.00 which means Ill still profit by signing up via my own affiliate link.

eBay Accepted Payments exposed

All eBay sellers should know from eBays messaging system that check and money orders are no longer an accepted form of payment. This policy came into effect in October 2008.

The only accepted forms of payment are now via Paypal and ProPay. Which means your buyers can still use a e-check via Paypal but you are now protected via Paypal and on the downside forced to pay Paypal for processing fees.

What you may not know is that this policy will not be enforced until Jan 09th 2009. Meaning you can openly accept checks and money orders and state such in your listings until that date. Of course many will continue to list acceptance of these payment plans and will only be affected if there listing is reported.

Even after 01-09-09, a seller may continue to accept checks and money orders at the buyers request, but the buyer will not be protected under any of eBays protection policies and will not be eligible to file a dispute or leave negative feedback.

Straight from eBay:

What should I do if I have long-standing, repeat customers who insist on paying with checks or money orders, even after I explain the benefits of electronic payments and offer suggestions?
We know this may happen occasionally. A seller can accept check and money order payment from a buyer if (and only if) the buyer requests it. We will not take action against a seller who is trying to accommodate their buyer, complete a sale and be in compliance with the policy. Once these changes go into effect October 20, 2008, a seller cannot in any way solicit check or money order payment from a buyer. This is considered “abuse of the payments policy”. We will take action against such abuse. Remember also, you can refuse to accept these payment methods. If the buyer doesn’t pay, you can file an unpaid item (UPI) complaint. Buyers who insist on paying with these prohibited payment methods in a UPI claim will lose the claim and will not be allowed to leave negative feedback.

You may have noticed that I have not mentioned ProPay at all, at this time ProPay is a flimsy alternative payment option, probably allowed only to hide eBAys obvious monopoly over the entire auction system.

Without PowerSeller status (a very high transaction rate), one is not eligible for a ProPay merchant account. Supposedly other payment options will be announced in the coming months.

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Paypal disputes exposed

ASK SUNFORGED

Q. Hello. I have a quick Question about PayPal. I bought an item on eBay, I never received the item so I opened a claim. It was ruled in my favor but the seller did not have sufficient funds in his Paypal account. What happens now? Do I lose the rest or will Paypal give me what is owed?? The dispute in my Paypal account says closed, so I am confused. Please help. Thanks.

A.In my personal experience: I have won disputes against fraudulent sellers who seemed prepared to lose as they knew they were in the wrong and had quickly removed funds and/or cancelled connected bank accounts.

So although the dispute was decided in my favor since the seller did not have the funds in Paypal and either removed or lacked funds in connected account, I never received a cent.

My next step was to contact my credit card company and dispute the charge I was credited the funds by my cc company. (Chargeback) Most banks and credit card companies have consumer friendly chargeback policies relating to online fraud.

In any future disputes my first step will be to dispute the charge before even bothering with ebays/paypal dispute console.

BUT, as long as a seller has a long history of transactions, you are not likely to have this happen again – it is in a sellers best interest to maintain a positive standing and feedback level, and with a high transaction level it is unlikely that they will have a paypal account that is not funded and current.

eBays buyer complaint policy:

General. PayPal’s Buyer Complaint Policy covers goods that are purchased and not delivered, and goods purchased on eBay and paid by using PayPal that are “significantly not as described”. For payments relating to eBay transactions, this Policy may apply if the buyer complaint is ineligible for coverage under PayPal Buyer Protection. Buyer disputes must be filed within 45 days of the payment and, even if the buyer’s claim is justified, the buyer will receive a recovery only if there are funds in the seller’s account. RECOVERY OF YOUR CLAIM IS NOT GUARANTEED.

Paypal is notorious for being on the sellers side and conducting sketchy business including account freezes and lost funds. Research claims against PayPal via the BBB to get an understanding of this.

I am a seller and even I use a prepaid debit card to protect myself, I am completely honest in my transactions and as a result and trust my own judgement above ebay/paypals.

eBay now has a buyer protection guarantee, you will see this on eligible listings

Long story short – contact you cc company and request a chargeback, here is the relevant info from Paypal/eBay

If you close your dispute or it is otherwise closed, or if you cancel your claim or it is denied or results in no refund, you may still be able to pursue your card chargeback/reversal rights. In many cases, your credit card company will allow you to file a chargeback for 90 days or more after the date of payment. If PayPal resolves a claim in a buyer’s favour but the buyer does not receive a full recovery of their payment and if the time for processing of a claim results in the buyer’s loss of chargeback rights, then PayPal will provide a full recovery to the buyer.

https://www.paypal.com/uk/cgi-bin/webscr?cmd=p/gen/ua/policy_buyer_complaint-outside

My suggestion for prepaid debit card to use as added protection.


eBay Power Seller Secrets – Exposed vol 1

eBay has opened up a new venue for small businesses across the world to expand their sales, markets and exposure. Depending on ones prior experiences the tasks needed to expand successfully into this venue are either seen as dauntingly complex or misleadingly simple.

I recently purchased a rather expensive book that was marketed as exposing PowerSeller secrets, unfortunately I did not discover any new information from this source so I have decided to share my apparently uncommon knowledge with cyberspace.

In truth, PowerSellers jealously guard their secrets in hopes of keeping competition out.

My eBay businesses are focused on passions of mine and involve high ticket items as a result I am less worried about loss of volume that the competition may create.

For this first installment I will share links to many seller resources that I have found helpful in my sales, research and consultations. Once this series is completely composed and organized I will be moving it to a members area of my website.

http://www.sunforged.com

Links you will find useful in your growth:

1. Never sell an item without knowing its approximate worth

Terapeak Price Report

2. Know your target market, close your items when your customers are shopping.

3. Use research tools to take advantage of sellers who fail to follow appropriate scheduling and BIN pricing and use eBay as a sourcing tool for inventory.


4. In order to accept payments you must have a Payment Processing Service, ie Paypal. As of October 20, 2008 eBay will no longer allow checks or money orders as payment options, Fortunately, they will not enforce this rule until January 2009. Other payment solution companys are expected to be named in the next few months. As of this time the only other solution is ProPay

5. If your monthly sales are good and consistent you will save money in listing fees by opening an eBay Store.


6. Or you may want to weave your eBay inventory with an e-commerce solution that integrates your pre-existing merchant account with Paypal and has a recognizable interface


7. Your success continues to grow? You may want to consider purchasing your own domain and cross marketing your online presence.

GoDaddy is the service for web hosting and domain registration, all of their interfaces are easy to understand, There FAQ sections are thorough and customer service is easily accessed, easily understood and quick to answer.

Customer Service was able to easily walk me through a domain transfer and setting up the free hosting account that comes with all domains. This is the number one most important aspect in selecting a host when you are not an experienced guru yourself, you will have lots of questions, GoDaddy actually answers them !


8. You will become uncomfortable with the fact that PayPal is constantly connected to your accounts, and has the power to hold, take and refund payments if you lose any bidder arbitration.

Be sure to have a seperate seller and buyer account, use a prepaid debit card as your funding source, paypal will never be able to seize or hold assets against your will, that simply do not exist.

Keep your connected seller account starved of funds and only connect a pre-paid debit to your buyers account.


Keep in mind that I suggest only the most honest and professional conduct as a seller on eBay, but I do not trust Paypal and eBays arbitration system to make any decisions for me regarding returns, refunds and problem buyers. So a back up plan is proper.

9. Try to personalize yourself to the buyers, print up thank you cards or coupons to include with every shipment, promote your brand and encourage repeat customers.

It is also about time to have a presentable business card to present possible suppliers, customers and to prove legitimacy to those who think “Oh, he sells stuff on ebay, ”

What makes Vistaprint stand out is their Free business card offer, they of course sneak in a handling fee, but for about 8 dollars you can get your first set of business cards.

These business cards are watermarked with a small vistaprints logo on the back.

As your business grows, you can continue to use the free business card offer to print your thank you cards and coupons.

Take advantage of seasonal deals like free shipping to continue to purchase your business cards, if your not constantly reordering them, you are doing something wrong. Spread your cards around at every opportunity.


10. Continue to search for sourcing. Many eBay sellers buy larger lots here and then resell on ebay.



This is the first rough blog of PowerSeller Secrets and Tips.