What kind of customer service should you, as a buyer, expect from your eBay seller? Should you expect the same service you would receive from your local retail store? Better? Worse? This guide will help you understand exactly what you can and cannot expect from eBay sellers, when it comes to customer service.

We've all had complaints of poor customer service at the grocery store, discount store or department store where we shop. It's often impossible to get anyone to help us find something or to answer questions about a product. Clerks and cashiers can be rude or uncaring, and we're sometimes lucky to even hear a "thank you". So, should we expect, and accept, the same customer-no-service in our eBay transactions? The answer is a definite "NO"! When you buy something on eBay, you are not able to touch, feel and see the item before your purchase, like you can in a retail store. For this reason alone, you should expect the utmost in customer service from all your eBay sellers.  

QUESTIONS 

If there is anything that is not completely clear in an eBay listing, you should ask the seller about it (before you bid, of course!). When you ask the seller a question, you should receive a prompt, accurate, courteous reply. Some sellers are not full-time eBayers, and it's not always realistic to expect an answer within minutes, especially if you ask your question at 3:00 in the morning! But responsible sellers will answer most questions within an hour (during normal business hours), and all questions within 24 hours, at the very most. Also, sellers should specifically address your question. If you inquire about the dimensions of an item, don't accept, "it is very large" as an answer. Find another seller who can give you exact measurements. Finally, avoid sellers who use phrases like, "As stated in the listing, this item is...". This kind of obnoxious attitude is a perfect example of customer-no-service. As an eBay buyer, you deserve, and should expect, to have all your questions answered in a professional manner.

SHIPPING 

Sellers should ship your item out within a reasonable timeframe. Most professional sellers will tell you when your item will be shipped in the item listing. If they don't, ask before bidding! You should expect your order to be shipped within 7 days after your seller receives your payment, at the very most. Ideally, your seller should ship within 1 to 3 days of receiving payment. (It goes without saying that, if you pay by personal check, you should allow time for the check to clear before the seller ships.)

COMMUNICATION 

A good eBay seller will comunicate with you through every step of the transaction. He or she will let you know that your payment has been received, and will email you when your order has been shipped. (Be sure the email address you have registered with eBay is correct, so your good seller can send these notices!) Your seller should also promptly notify you of any problems or delays with your shipment. Just as a seller expects a buyer to communicate with him/her about sending payment, or problems with an order, so should you, as a buyer, expect clear communication from your seller.

PROBLEMS AFTER THE SALE 

If you have a complaint about your purchase after you've received it, you should expect your seller to work with you to make things right. While a seller shouldn't be held responsible for "buyer's remorse" situations, where you simply decide for some reason you no longer want your item, s/he definitely should take care of any problems s/he caused. If you are sent the wrong item, or an item that is signifcantly not as described in the auction, your seller should arrange for a return or exchange. The key for you, as a buyer, is to be sure to contact your seller to let him/her know about the problem. (Remember, feedback is not a tool for communicating with your seller!) A good seller will do the right thing, when given the chance.

Summary

In summary, you, as an eBay buyer, have the right to expect exceptional customer service from all your sellers. We all make mistakes, and no one is perfect, and not every eBay transaction will be perfect. But, with a little research of your seller's feedback, About Me page, etc., you can rest assured that you will be dealing with someone who will provide the customer service you deserve!

Be sure to see our Feedback Guide for Buyers for more information about finding the most trustworthy sellers.

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 Copyright 01/09/2006, Affordable Med Supplies, Inc.  All rights reserved.  The contents of this work shall not be used, in whole or in part, without the express written permission of Affordable Med Supplies, Inc.