What is your Ebay feedback worth?  It is one of the best ways to stand out in the crowd.  Protect it at all cost.

my feedback

If two sellers have the same item at about the same price.  The Seller with the best feedback will often get the sale.  Why?  Reputation and trust.  Millions of new buyers a year sign up for Ebay.  Garner their trust and they won't look elsewhere.

But I have an unreasonable customer?  I believe you but they are the customer!  How many times have you returned a perfectly good item because it didn't fit or a gift you didn't like?  Would you go back to the store if someone confronted you on how you should be more careful?

It is not a reflection on you as a seller to have an unhappy customer, but how you handle it is!

Tips to maintain a GREAT feedback:

SMILE!    

1.  Have a 100% money back guarantee.  If your description was lacking--pay for return shipping.  If they simply don't like the item--refund the item price.  It isn't a place to prove you are right--you probably are at some level-but you will lose if you anger the customer.  You are as dependant on return customers and reputation as a brick and mortar store.  Someone else out there has your same product. They can get it elsewhere!   

  2. Provide tracking on items over $20.00.  I don't provide free tracking on low end items. It would cost me $300 a month to put tracking on every item even at .15 for electronic confirmation.  I have less than 2 returns or unhappy customers a month valued at less than $20.00 or less most months.  I give full refunds for unhappy people and it costs me a fraction of what "protecting" myself does.

3. Don't act out of fear.  It may not be good for you to sell online if you are inherently suspicious of your customers. I've had 1 bad check in 5 years.  Protect yourself but most customers are afraid of you, put them at rest with a guarantee.  99.5% will never use it but they will buy with confidence because you offer the guarantee.

shipping faqs

4.  I have less than a 1% return rate. If yours is higher--refine your auctions; take time up front when you list.  Sell what you have and if you wouldn't buy it; don't try to sell it to someone else.

BAD DESCRIPTION:  THe book is used and in good condition.

BETTER:  This is an Ex library book which means it has stamps/stickers and markings on it from the Library. THe outer dustjacket has some tears on it and the book itself is nice and tightly bound. It does have some yellowing pages.

I find NO Effect on my sales by being honest up front about the items!

5.  Respond quickly.  Even if you tell them you need to research the problem; look for tracking; check for the missing item etc. Email them back FAST. I have an automated message on my email saying "I care about your problem and I'll get back to you as soon as I can"

Dealing with a Negative Feedback:

If you receive a negative even if you were at fault. Eat dirt and eat it fast.  Contact Squaretrade and offer the customer a refund or free item.  Ask them to remove the feedback.  Keep your cool.  It can be fixed.  If you and your customer agree it's free to have it removed. if not it's $30.00 to present your side to a mediator.  Money well spent!