eBay Seller Release 12.2 :: eBay Increased Seller Protection (UK)
eBay understand the importance of maintaining a safe and fair market place, the more confident a prospective buyer the more likely they are to buy from you, and the better the buying experience with you the more likely they are to return and buy again and again.
As a result eBay.co.uk have introduced the following great highlights to help you maintain an excellent level of customer service in a fairer and safer eBay market place.
(Please note, this is just a guide, always refer to your relevant eBay website for the latest accurate information)
Contact Seller First – February 2013
- Starting in February, buyers will be required to contact sellers first through messages before they can open a Buyer Protection case for items not received or significantly not as described. This will give sellers the opportunity to resolve issues without involving eBay’s Customer Support; improving seller efficiency and buyer confidence in sellers.
- Sellers have 8 calendar days to resolve the query before it can be referred to eBay for a decision.
- Only queries found in the favour of the buyer by eBay’s Customer Support will count against the seller’s performance evaluation.
- If buyers contact sellers with ‘When am I likely to receive my item?’ prior passing the delivery date eBay will display a message reminding them of the expected delivery date; saving you time and money.
Report a buyer – October 2012
- eBay continually strive to enhance their reporting hub to maintain a fairer market place, from October, sellers will be able to more easily report a buyer you’ve had transactions with for the following reasons:
- The buyer made unreasonable demands.
- The buyer left inappropriate Feedback.
- The buyer abused the eBay Buyer Protection process.
- The buyer misused returns.
- The buyer hasn’t paid.
- Other problems.
As a seller how does this affect me?
By empowering you with a more efficient reporting hub and an eight day opportunity to resolve customer issues you can concentrate on running your eBay business in a more enjoyable and a fairer market place.
What do I need to do as a seller?
- Familiarise yourself with the latest buyer and seller protection policies.
- Start planning for February to ensure you can provide a quick response time on all raised issues – the quicker your response time the happier the clients experience and the more likely you might be able to resolve issues prior a case being raised to eBay’s Product Support Team.
- Prevention is better than cure, try to ensure all your listings accurately describe and reflect the item – try to use the eBay catalogue where possible and use high quality photographs to show your products in high detail.
- Use signed for delivery services at every opportunity to protect you as a seller and reduce the risk of ‘lost’ parcels
- Ensure your items can be tracked through your delivery service and provide tracking information at the earliest opportunity to buyers – this will help your buyers to feel empowered and help deflect problems should issues arise.
- Consider formatting all of your emails to create a consistent, professional and confidence inspiring experience. Remember, every point of contact you have with clients reflects directly on you as an individual and as a seller.
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Check back tomorrow for a detailed release on SR12.2 eBay.co.uk ‘Improving your listing visibility’
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