:
• Start by apologizing for the communication disconnect.
• Send a copy of the listing to the buyer to show that the information was in fact there.
• Ask the customer what they feel would be a fair resolution.
• When the buyer emails you back, determine if you feel their request is fair.
• React appropriately.
• Note: Offering a partial refund might be an appropriate way to resolve this with the buyer. Thought you Don’t you just hate it when things don’t go as you had expected? This is especially true when you are making a purchase at a store. Your eBay buyers feel the same way when things don’t go the way they thought with a purchase. They had their heart set on a specific product that had specific features, and then the product that you shipped arrives. Out of no-where you get a message that there is a horrible flaw in the item, or possibly the features weren’t exactly as the customer had expected.

If your goal is to make money on eBay, then you will instantly share the customer’s concerns. But then you examine the listing and see that the flaw or defect was clearly stated in the item description. In fact, you also had a picture that clearly showed the flaw or defect. The features that the angry buyer is upset about are also not your fault. In fact, you highlighted the item features to be sure that prospective buyers would know exactly what they were getting.

It isn’t your fault! Why do you need to deal with an angry person over a mistake that the person made? Why should you even care is that person can’t read or look at pictures? It’s their problem not yours, right? WRONG!

Having an angry and upset customer is a risk anytime you deal with people. Communication, whether in either writing, or verbally, can lead to misunderstandings. The challenge is to do everything possible to eliminate the possibility of such miscommunications. When they do occur the challenge is to minimize the potential damage (Lost customer. Negative feedback.) and to quickly resolve the issue.

Let’s examine ways to handle these examples.

In the case of the flaw or defect, what would you do? Remember, it was described in your description. What would you do? Here is what I would do:
• Start by apologizing for the communication disconnect.
• Send a copy of the listing to the buyer to show that the information was in fact there.
• Ask the customer what they feel would be a fair resolution.
• When the buyer emails you back, determine if you feel their request is fair.
• React appropriately.
• Note: Offering a partial refund might be an appropriate way to resolve this with the buyer. Thought you d

weren’t exactly as the customer had expected.

If your goal is to make money on eBay, then you will instantly share the customer’s concerns. But then you examine the listing and see that the flaw or defect was clearly stated in the item description. In fact, you also had a picture that clearly showed the flaw or defect. The features that the angry buyer is upset about are also not your fault. In fact, you highlighted the item features to be sure that prospective buyers would know exactly what they were getting.

It isn’t your fault! Why do you need to deal with an angry person over a mistake that the person made? Why should you even care is that person can’t read or look at pictures? It’s their problem not yours, right? WRONG!

Having an angry and upset customer is a risk anytime you deal with people. Communication, whether in either writing, or verbally, can lead to misunderstandings. The challenge is to do everything possible to eliminate the possibility of such miscommunications. When they do occur the challenge is to minimize the potential damage (Lost customer. Negative feedback.) and to quickly resolve the issue.

Let’s examine ways to handle these examples.

In the case of the flaw or defect, what would you do? Remember, it was described in your description. What would you do? Here is what I would do:
• Start by apologizing for the communication disconnect.
• Send a copy of the listing to the buyer to show that the information was in fact there.
• Ask the customer what they feel would be a fair resolution.
• When the buyer emails you back, determine if you feel their request is fair.
• React appropriately.
• Note: Offering a partial refund might be an appropriate way to resolve this with the buyer. Thought you

ure that prospective buyers would know exactly what they were getting.

It isn’t your fault! Why do you need to deal with an angry person over a mistake that the person made? Why should you even care is that person can’t read or look at pictures? It’s their problem not yours, right? WRONG!

Having an angry and upset customer is a risk anytime you deal with people. Communication, whether in either writing, or verbally, can lead to misunderstandings. The challenge is to do everything possible to eliminate the possibility of such miscommunications. When they do occur the challenge is to minimize the potential damage (Lost customer. Negative feedback.) and to quickly resolve the issue.

Let’s examine ways to handle these examples.

In the case of the flaw or defect, what would you do? Remember, it was described in your description. What would you do? Here is what I would do:
• Start by apologizing for the communication disconnect.
• Send a copy of the listing to the buyer to show that the information was in fact there.
• Ask the customer what they feel would be a fair resolution.
• When the buyer emails you back, determine if you feel their request is fair.
• React appropriately.
• Note: Offering a partial refund might be an appropriate way to resolve this with the buyer. Thought you

rstandings. The challenge is to do everything possible to eliminate the possibility of such miscommunications. When they do occur the challenge is to minimize the potential damage (Lost customer. Negative feedback.) and to quickly resolve the issue.

Let’s examine ways to handle these examples.

In the case of the flaw or defect, what would you do? Remember, it was described in your description. What would you do? Here is what I would do:
• Start by apologizing for the communication disconnect.
• Send a copy of the listing to the buyer to show that the information was in fact there.
• Ask the customer what they feel would be a fair resolution.
• When the buyer emails you back, determine if you feel their request is fair.
• React appropriately.
• Note: Offering a partial refund might be an appropriate way to resolve this with the buyer. Thought you

:
• Start by apologizing for the communication disconnect.
• Send a copy of the listing to the buyer to show that the information was in fact there.
• Ask the customer what they feel would be a fair resolution.
• When the buyer emails you back, determine if you feel their request is fair.
• React appropriately.
• Note: Offering a partial refund might be an appropriate way to resolve this with the buyer. Thought you don’t owe them anything, your goal has become to eliminate the possibility of any negative feedback and the damage to future sales that will follow.

So what about the case where the features did not match up with the buyer’s expectations? Remember, all of the features were accurately described in your description. What would you do? Here is what I would do:
• Start by apologizing for the communication disconnect.
• Send a copy of the listing to the buyer to show that the information was in fact there.
• Ask the customer what they feel would be a fair resolution.
• When the buyer emails you back, determine if you feel their request is fair.
• React appropriately.
• Note: Offering a partial refund might be an appropriate way to resolve this with the buyer. Thought you don’t owe them anything, your goal has become to eliminate the possibility of any negative feedback and the damage to future sales that will follow.

To make money on eBay requires that you develop skills to handle every upset customer irregardless of whether you, they, or anyone for that matter is at fault. Your goal should be to calm down the customer. It is to find a middle ground where both the customer and you feel that the issue has been resolved fairly.

To Your eBay Success!