Selling Coins on eBay - Customer Care

The difference between a 95% feedback rating (poor by eBay’s standards), and a perfect 100% rating is in customer care.

Maintaining a 100% rating is hard work, and means delivering at least 100% of expectations every time. The only way to do that is to aim for at least 110% of expectation - in other words create a little more in service than the client expects.

Assuming that the description of your coin is correct, the easiest way to do this is to pack items neatly and professionally, and mail them quickly. Speedy mailing makes for good feedback. There is a secondary benefit. If there is a problem with the item (and unless you are very lucky at some time there will be a problem, such as an item sent to the wrong bidder), it can be sorted out very quickly.

Mistakes will happen, but it’s how quickly and how well you deal with them that counts. Never be afraid to check the bidder’s eBay information, and if there’s a phone number there give them a call to say sorry, this is what we‘re doing to put things right. They are always very pleasantly surprised.

Do customers make mistakes? You bet they do. It doesn’t matter, as a mistaken customer can leave negative feedback as well. If possible, just refund the item and once it’s returned list it again another day. Keeping your high satisfaction rating is well worth the extra listing fee.

If you get a negative or neutral feedback, don’t panic. There’s little you can do about it, unless it’s openly vindictive or contains bad language, in which case you should report it to eBay, and they will remove it if they deem it offensive. However, it is notoriously difficult to get eBay to remove negative feedback. It will disappear gradually down your list of feedbacks, and as time goes on become less of a percentage of your total feedback. Most bidders are happy with a 98% feedback rating or better.

Bidders will often search for a negative feedback, particularly if they see it’s a recent one. You can (and should) respond to negative feedback on your feedback page. However, don’t just try and ‘get one back’. I saw a response to a negative feedback recently that just said “Liar!’ This may have made the seller feel better, but isn’t going to give a prospective future bidder a good impression. Rather than this just quietly admit the mistake, and say sorry. If the comment is truly unjustified, just point this out in factual, unemotional terms. The prospective bidder checking your feedback will be impressed.

Now you're equipped with the basics of selling on eBay, we'll move on to the next truly exciting stage of becoming an eBay Trading Assistant.

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