Tip #1. OFFER A RETURN PRIVILEGE. |
Ebay is unlike a traditional auction in that buyers are unable to preview the merchandise before buying. As with all mail order sales, this opportunity should be afforded before purchases become final. This is only fair. |
Many honest, well intentioned sellers resist this advice for fear of being taken advantage of by buyers. These concerns are legitimate. There are dishonest, inconsiderate, terrible buyers, as well as bad sellers. However, you don't have to penalize all buyers in order to protect yourself from the bad behavior of a few. |
Problems with buyers can be handled quite simply by writing and executing a return policy. Anyone can do this; it doesn't have to be formal. It should act as a contract of mutual fairness between you and the buyer. For example, you agree to accept a return if they agree to return the item within a stated time period, in the condition received, re-packaged carefully, fully insured, etc. By stating these terms in writing at the time of purchase, your buyer clearly knows what you expect and what is required of them in order to obtain a refund. Everything is covered in advance so there are no misunderstandings. |
Stating your conditions and sticking by them, effectively resolves virtually all problems with offending buyers. If the conditions are not met, you simply do not refund. They cannot return a different doll, steal the doll's arms, damage a doll and then return it, or return a doll 6 months after the auction, unless you let them. You simply say, "No". It really is that simple. These types of buyers cost you nothing more than perhaps some aggravation. And all the other buyers who are fair with you, get fair, professional service from you. |
If you are concerned about "buyer's remorse" as an excuse to return, limit your return option to misrepresented items only. At the very least, every seller, in my opinion, is ethically obligated to offer this. No matter how thorough you try to be when writing your description, mistakes can be made and things overlooked. If you have in fact overlooked something significant, consider refunding shipping costs both ways, as well. The little bit of expense to you will be far outweighed by the feelings of good will you will create. Don't ever make your buyer pay for your mistakes. |
My recommendation is to accept returns for any reason. While I agree that "buyer's remorse" is not a fair reason for a return, there are valid reasons other than misrepresentation. Photos and descriptions, no matter how comprehensive and accurate, are no substitute for "in person" examination. If your customer is disappointed after they receive their item, don't penalize them for choosing to buy from you, rather than from a local store. |
When selling items sight unseen, buyer confidence is extremely important. If you state, "satisfaction guaranteed" in your listing, you will get more bids, and higher bids. Most people don't know you, so they have no way of knowing if you will be fair with them after the fact. You might know that you wouldn't cheat anyone, and that if someone had a legitimate complaint, you would make it right. But potential bidders only know what they read. Giving them a sense of trust is good for you, and good for the buyer. |
Based on the many stories I hear from customers about misrepresented dolls, and the sellers who won't take them back, I know that buyer morale is not what it once was. This is evident in the lower selling prices of dolls over the last few years. Offering a return privilege is one way of identifying yourself as a trustworthy seller, and it encourages cautious buyers to bid. |
Tip #2. SET BUYER FRIENDLY POLICIES & PAYMENT OPTIONS |
Don't set policies or restrictions that will discourage bidders; you want as many of them as possible! Even one lost bidder can make a significant difference in the final price of your item. |
A. Accept personal checks. "Money order only" sellers are often passed up in favor of more flexible ones. Many people are disabled, ill, have no convenient transportation, are busy, have small children they'd have to tote along, or simply think it isn't worth fighting traffic and standing in line at the bank and/ or post office to buy a money order. Money orders are also difficult to cancel if they are lost. This creates worry for the buyer and another reason to re-consider their bid. I know people who won't buy from these sellers on principle alone. A "no personal checks" policy will cost you money. An alternative is to delay shipping until checks clear. If on rare occasions you have to pay a bounced check fee, the extra bids you gain by accepting checks will more than compensate for this. |
B. Do not pad shipping costs, charge "restocking" fees on returns, or add PayPal fees to their bill. Buyers may tolerate these things to some degree, or they may not. Most everyone finds them offensive. It communicates the attitude that you are "doing them a favor" to sell to them. Keep in mind; they are helping to pay your bills by buying from you. Treat them like they are doing you a favor! |
C. Ship worldwide. International shipping is a little more trouble, but is well worth it. You will lose approximately 20% of your bidders by limiting sales to the US. If you are in another country and excluding US buyers, this percentage is likely to be much higher. |
