How To Respond To An eBay Buyer’s Complaint.

 Selling On Ebay  No Responses »
Apr 052010
 

At some point in your eBay selling life, one of your customers is going to send you a complaint. As long as you respond to it properly, however, it’s easy to keep a complaint from turning into a crisis.

Respond Immediately and Grovellingly.

Someone might complain to you directly, or they might do it through eBay. Whatever happens, you need to email them immediately. Here’s a template to use:

“I have just received your complaint and I would like to say that I am very sorry you aren’t satisfied. If you would like, I can send you a [replacement/refund] for the item, as part of my ‘no questions asked’ guarantee. I apologise again for our mistake.”

Whatever you do, don’t start making excuses for yourself. “Oh, sorry, I didn’t get around to posting it yet because I’ve been busy at work and I’m going on holiday next week…” – no-one cares. If the buyer isn’t satisfied, then you screwed up, and you need to apologise repeatedly and do everything you can to make them happy again. Besides, is it really worth your time to go through eBay’s long-winded dispute process when all it’s going to do is alienate your customers?

This an attitude that will give you a massive advantage in eBay selling, for the simple reason that many smaller sellers are confrontational, unhelpful and out for every penny they can get. If buyers are rude to you, it’s just because they’re used to dealing with rude sellers.

Responding politely, promptly and being willing to do anything for your buyers will mark you out as different. It’s so rare that you might even manage to turn your complaining buyer into one of your most loyal customers!

Let People Phone You.

Don’t insist that everything is done with email – allow frustrated buyers to phone you and have a chat about their item. The chances are that they will never have talked to a human voice before about an eBay complaint, and will be even more impressed with anything you offer them to solve their problem.

Neutralise Negative Feedback.

If it really comes down to it and your complaint ends up as a piece of negative feedback on your record, make sure you post a response – and don’t make it something like “buyer was impossible to work with, avoid”!

Instead, post an apology, and detail what you did to put things right, for example: “Very sorry for the scratched item, I have sent a replacement”. You may also find that some buyers leave feedback before you have the chance to put things right, in which case you could write a phone number in the response space, or something like “I have emailed you about a refund”.

This will let anyone looking through your feedback see that not only are negatives very rare, but the few that there might be aren’t really worth counting.

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Using Ebay’s Affiliate Program

 Selling On Ebay  No Responses »
Apr 012010
 

Ebay offers plenty of ways to make money. Sellers can put items up for sale or even open their own virtual storefronts. But did you know that Ebay also has an affiliate program? You can sign up to be an Ebay affiliate and have the potential to earn lots of revenue just by driving traffic to Ebay.

Let’s say that you have a web site that gets thousands of hits each month. When you sign up with the Ebay affiliate program, you will be able to place links on your web site that lead back to Ebay. When users click these links, they are able to browse items for sale and even sign up for a seller account if they want to. For all sales and sign-ups that occur within one week of the user clicking on your affiliate links, you earn money. It’s that simple.

Signing up with Ebay’s affiliate program is easy. They have partnered with Commission Junction, an affiliate tracking service that offers real-time reporting and monthly commission checks. To join the program, you must first sign up with Commission Junction. Sign-up is quick and easy. When you’re finished, you will receive codes that you can place on your web site to start attracting customers and directing them to Ebay. And that’s where the money begins.

For every active registration that occurs through one of your affiliate links, you will receive $25-35. Ebay considers a registration to be active if a user places a bid within thirty days of registration. In addition, you will receive a commission of 50-75% on all winning bids or Buy It Nows within seven days of an affiliate action. That means users who click your affiliate link and make an Ebay purchase are putting 50-75% of that transaction’s revenue in your pocket. And all you did was put some code on your web site. What could be easier?

Ebay uses a tiered payment structure for determining commission rates. If you bring over 1-49 active accounts, you will earn a commission of $25 per account. 50-1,999 active accounts will earn you $28 per account. If you bring in 2,000-29,999 active accounts, each one will earn you a $31 commission. And for recruiting 30,000 or more new accounts, you will receive $35 per account. Those are generous terms for an affiliate program. The revenues system is similarly tiered. For every $0-$99 you generate, you will earn 50% commission. The amounts increase incrementally, up to 75% commission for revenue of $3 million and more.

Ebay’s affiliate program is painless for participants and easy to get involved in. Drive traffic to Ebay and get rewarded. Every little bit helps, right? To learn more about this affiliate program, visit affiliates.ebay.com.

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