Unfortunately, no matter how cautious or diligent you are, there may be times when you’ll have to face an unhappy buyer. There are a few reasons why this could happen. As disappointing as it may be, trust us, it’s not the end of your eBay business. Here we’ll explain how to use the eBay Resolution Centre to resolve issues between you and your buyers
The eBay Resolution Centre is a resolution platform that is easy, secure and readily available to everyone in the eBay community. This is where you or your buyer go to open cases, communicate and resolve problems.
Think of it as a central communication hub where you and your buyer(s) can have a heart to heart in a civilised manner with eBay acting as a neutral third party. Also, communicating via eBay’s Resolution Centre means you’ll have a black & white record of everything that transpired. This will protect your eBay Seller Performance Standards should you be the one in the right.
While the Resolution Centre is a useful platform to solve a problem, do your best to resolve any issues between you and your buyer before they need to be escalated to eBay. The first thing you should do is work things out with the buyer instead of waiting for them to officially file a dispute in the Resolution Centre. Try finding the best compromise before filing a case to maintain your Seller Performance Standards.
Whenever there’s a dispute, be the bigger person. Resolving cases peacefully ensures that your buyers won’t hold grudges against you. If it’s your fault, offer a partial or full refund to appease your buyers.
You should also accept returns readily if you are at fault. A buyer who has returned an item and gotten a refund from you cannot complain that you did not do your best to resolve the situation.
Polite and speedy communication can help you avoid post-sale headaches. Remember to always let your buyers know that they can reach you if they have any questions or problems.
If they encounter any issues, you should advise them to settle it with you first rather than go straight to filing a dispute.
You can take the initiative to message your buyers immediately if you are aware of a problem such as unexpected delays like natural disasters or strikes with your carrier.
Sometimes buyers can get confused or anxious, so you will need to help assure them along the way.
To cover yourself, make sure all communication happens on eBay Messages or the Resolution Centre.
The buyer has a time limit (generally 30 days of receiving/not receiving an item) to contact you first or to report the issue.
Slow responses dramatically increase the chances of a customer getting upset. You must respond promptly before your feedback score and defect rate are irreparably damaged.
If a buyer starts the communication, make sure you respond within 3 working days.
Remember, the 3 working days that you have to reply to complaints refers to the calendar of the site you are listed on i.e. the US/UK/AU/DE calendar. So, you should be available to your buyers even if it’s a public holiday in your country.
Be mindful also of time differences.
Failure to respond within the stipulated 3-day period will mean a greater risk of having the issue brought to the Resolution Centre where you may lose the case.