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has been shipped. Even a simple statement like Your positive feedback is greatly appreciated can suffice. Also include the invitation to contact you if the buyer is dissatisfied with your merchandise. Ask him for the opportunity to make it right. Leave negative feedback with caution. Use it only when you ve exhausted all options to complete the transaction. Word your negative feedback carefully and professionally. Remember that your user ID is attached to feedback comments you leave for others. Avoid emotional responses and stick to the facts it reflects your professionalism. Don t obsess about feedback. Simply do right by your customers and they will do right by you. Your feedback rating will reflect their satisfaction.
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Tip: If you choose to leave negative feedback for a deadbeat bidder, remem-
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ber also to report the unpaid item to eBay. Doing so will not only provide you with a refund of the Final Value Fee, but it also helps to sort out the bad apples from the eBay barrel. Further explanation of the unpaid bidder policy and links to file for fee refunds are located at http://pages.ebay .com/help/policies/unpaid-item.html.
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Remain calm. A negative feedback comment is not the end of the world; sometimes it is just part of doing business. You can t please everyone all the time but that doesn t mean you can t do anything about it. First, contact the buyer directly and ask her how you can remedy the problem. If a reasonable solution can be met, fix the problem as soon as possible. Then ask if she will participate in eBay s Mutual Feedback Withdrawal program, located at http://feedback.ebay.com/ws/eBayISAPI.dll MFWRequest. If a solution cannot be reached, go to your Feedback Forum page and enter a reply to the customer s feedback comment that explains the situation. Be calm and professional in your response. Other customers will see what you ve written. Lashing out in response to a negative feedback comment will only make you look bad. Most importantly, treat negative feedback as a learning experience. Identify the source of your customer s dissatisfaction and learn from your mistakes. If such a situation arises again, be sure to handle the situation more adeptly to avoid negative feedback from future customers. Remember, while one negative feedback comment isn t the end of the world, too many negative feedbacks can wreak havoc on your reputation. Every tenth of a percent that is less than 100 percent positive on your feedback rating chips away at customer confidence and thus eats away at your profits. Plus, PowerSellers must always bear in mind the requirement of 98 percent positive feedback to maintain their status.
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Some sellers really go the extra mile to provide gold-star service to their customers. Get creative and find some unique and thoughtful ways that you can extend value-added services to the merchandise you sell. Be sure to include text detailing these special services in your listings it can help persuade browsers into becoming buyers. Let browsers know exactly how great your customer service is by touting it in your item descriptions. And like your terms of sale, this information should be created as boilerplate text and added to each item you list. The following is a list of ideas for extra-mile customer service (some of these have been mentioned earlier, but they re such great ideas, they bear repeating): Gift services Free gift wrap and gift cards, plus drop-shipping to a gift recipient s address give buyers added incentive to buy your goods as gifts for others. Money-back guarantees Buyers will spend more readily and confidently when you guarantee your products and services. Warranties If you sell consumer electronics, consider offering your customer a warranty of your goods to inspire confidence. eBay now offers warranty services free for sellers. More information is available at http://pages.ebay.com/help/warranty/seller_overview.html. Shipping options Give your customers a choice of shipping options and prices. Expedited and overnight mail are great for those who need an item in a hurry. Ground services are perfect for those who want to save money. The key is to offer buyers every option available and let them choose for themselves. Payment options Offer a variety of payment options to make it easy for your customers to pay you. eBay s business relationship with PayPal makes it ultra-easy to integrate PayPal s service into your business. Consider using your own merchant services to process credit card payments, or accept payments through alternative services such as BidPay. Determine your own policy on
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