Recently, I found myself immersed in a Facebook thread. An eBay seller asking for advice on a situation with a buyer. It was a simple question wanting to hear from other sellers on how to precede with someone who was upset over a shipment they had not received on time. To be fair, it was really about a buyer who was leaving for vacation the next day and did not have the product they wanted for their trip. There was no fault of the seller from what I could tell.
My advice was simply to do something magnificent.
I believe in the 80/20 rule on eBay and with most things in life. 80 percent of eBay sellers have difficulty understanding the difference between buyer experience and customer service. Just as 80 percent of sales go through without any issue. I would probably say it is closer to 90-95 percent, but many factors exist that can obfuscate the results. Things such as type of item, category, new versus used, etc. (more…)