The main key to continued success and growth of your eBay business is Customer Service and Feedback. Anyone remotely familiar with eBay knows about their feedback system.  It is probably the single most important reason for eBay’s amazing success.  It is the quality control system that builds trust among users.  Without it, buyers would not be so willing to send their cash to strangers.

The most effective customer service tactic by far is to list every detail about your payment and delivery policies in your listing.  If your customers know exactly what to expect and you deliver as promised, you will rarely receive any negative feedback. You obviously realize that a good feedback score is essential to your long term success on eBay. 

Of course, human behavior comes into play in the feedback system, so you can’t always assume that your customers will be rational. Unfortunately, it’s almost impossible to prevent an occasional negative feedback, but here are some strategies to keep them to a minimum. After each auction closes, take the following steps:

• Contact the winning bidder with a thank you email containing all details of the transaction including the cost of the item, payment/shipping details, etc.  Include the download link and instructions in this email if you are delivering by digital download.
• Package your items securely so they arrive in one piece.
• Provide shipping and tracking information after you ship the item.
• Keep records of all transactions in order to sort things out if any issues come up.
• Always “under promise and over deliver”.  Your customers will be pleasantly surprised when their package comes early or they receive an unadvertised bonus.

After you have delivered on your end, ask your customer for positive feedback.  Many customers will forget to do this even if they are satisfied with their purchase. It’s okay to mention that you will also leave positive feedback for them in return.

Some sellers advise you to leave positive feedback first. Then your customer will feel obligated to reciprocate.  We think it’s better to wait and get your customer’s feedback first. This leaves you with more options, as you’re only allowed one response for every comment you receive.

If you still haven’t received feedback for a couple of days after delivering your item, send a reminder email. Say something like: “Thanks again for your purchase.  I hope you’re getting the most out of {product name}. If you have any questions at all, feel free to email me and let me know.  If you have the time to leave positive feedback for me- I’d really appreciate it.”

Also, if you’ll be shipping a physical item, it’s a good idea to include a note in the package with a message like the one above as a reminder to leave good feedback. Of course, it’s all but impossible to avoid receiving an occasional negative feedback.  In The Auction Profit Machine course we provide an in depth discussion about your options in this situation.  We give you ways to either eliminate the negative feedback or minimize its impact on your business.

You’re only one click away from this valuable resource:

The Auction Profit Machine

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