subject: How To Deal With Unhappy Customers On Ebay [print this page] The majority of eBay transactions are completed successfully and both the seller and the client are happy with the deal they have made. Yet, there are cases when things do not go so smooth and problems arise down the road. In such cases it is essential to know how to deal with unhappy customers in such a way as not to receive negative feedback.
Almost all the unhappy customers first try to get in contact with the seller. Because it is their first option, you have the chance to get things right before they make a formal complaint or they give a negative feedback. So, when your clients are not satisfied with the products they received, you should take your time and see what is the cause, which were their expectations and in which way your product did not fulfill them. Afterwards, apologize for the inconvenience and try to tell your client your point of view in a calm and friendly manner.
Arguing with your client is the worst thing you can do. Not only will it make you look rude, but it will also give the customer more reasons to believe that he is right. Also, an argument can easily turn against you, especially when the clients claims have a point in what they say.
Instead, make a compromise and offer a refund in case you were really to blame. If you offer less than a refund and payment of the shipping costs, your customer may feel offended and you will not get to any resolution.
If it was not your fault, that is you have correctly described the product, made no false promise and have not deceived the customer in any way, you can try to make your customer happy by giving a refund. Yet, you should keep the shipping costs, so that you do not have to pay for their caprices. This will ensure that you do not lose any money, and still keep your clients satisfied.
The last alternative is that of a dispute resolution specialist from eBay, which will try to solve your differences, amiably at first. If this is not possible, he will put into balance all the presented fact and will give one final resolution, which will have to be obeyed by both parties.
Yet, before the dispute resolution program will come in effect, you should do whatever it takes to keep your customers happy. Working with people can be hard, but this is a risk you have to take when selling things on eBay.
by: R Vignesh Kumar
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