eBay Customer Service Hacks | How we Handle Buyer Complaints & Keep our eBay Customers Happy

eBay customer service hacks to keep eBay buyers Happy
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Video Overview
0:00 Intro
0:21 How to handle customer service on eBay
0:39 1. Upload tracking numbers correctly.
1:09 2. Handle open cases quickly.
1:41 3. Answer questions about products with precision.
2:34 4. Fight for positive feedback.
3:20 5. Cancel orders correctly
3:57 How to respond to buyers to cancel your order (Template)

Hello everyone! In this video I will go over important things to know when handling customer service on eBay!

As you know, great customer service is essential for any successful eBay store. So hang in there!

So, how to handle customer service on eBay?

So, uploading tracking numbers…

One of the important things after making the sale, is uploading the tracking number based on the shipping policy you set. Your good rating in updating tracking numbers on time will lead to a boost in your exposure to rapid growth of the store and an increase in sales! If you want to see how to upload tracking numbers correctly, make sure to watch this video here!

Let’s talk about handling cases

When a case is opened against you on eBay, whether it is a simple return of a product, or a product that has not arrived, you will want to avoid “case closed without seller resolution” because if that happens you will get defects and this will hurt your store performance and product ranking. If you want me to make a video on how to handle cases on eBay let me know by commenting below! Also, like and subscribe to our channel, it means a lot to me!

Now, let’s talk about answering your customer questions

A very common thing for sellers on eBay is when customers ask questions about a product, and the seller has difficulties dealing with them he or she just leaves the question unanswered.
Do Not Do that, even if someone just sends you thank you, always replay.

I recommend that you read the question carefully and quickly look for the answer on the supplier's website or even a Google search.

When a customer receives a precise answer to his question, there are great chances that he will return to buy from you in the future.

Watch for the eBay algorithm.
eBay monitors the level of support you provide and this has an effect on your product ranking on eBay, fast answers = to high ranking.

Positive feedback

The way that eBay comes to rank your store in front of the customer is with the help of feedback that customers leave you on purchases or from sellers who leave you feedback when you buy from them. Work hard for that positive feedback.

Even if a customer is not satisfied and leaves you a negative feedback, you can send a private message to him and offer compensation. Most likely your customer will remove the negative feedback. Fight for your positive feedback.

When a new customer comes to your store and sees that the level of feedback is high, it will be easier and more convenient for him to buy from your store. It’s that simple.

The last point is about Cancellation of orders.

This is one of the most important issues in eBay customer service that is not talked much about! I have seen dozens of new sellers incorrectly canceling their orders for any reason. When you do this, it is basically a death sentence to your store.

How to cancel orders correctly?

First we want to do everything we can to not cancel the order, here is one of the examples
I am using when I have an item out of stock that sold and I can't fulfill it:

“Hi (buyer name),
How are you?
Thank you for your purchase.
I am sorry to let you know, but when your order was processed we found a defect in your product and
we didn't want to send you a defective item.
I'm now thinking how to compensate you.
What do you think?
Do you prefer to cancel the order? Or I also sell another version of this doll with a much cheaper price,

and I'll give you a refund for the difference.

(Link for the alternative item)
Please let me know what you prefer.
Sincerely,

(your name)
Vice President, Customer Service”

If you can’t work it out with your customer and you still need to cancel the order
YOU MUST MAKE SURE you DO NOT cancel the order for item being out of stock

I REPEAT! DO NOT CANCEL THE ORDER FOR ITEM BEING OUT OF STOCK.

If you do so, you will get defect and this will have a massive effect on your store performance.
What you need to do is to the right reasons which is:

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