|Mon May 21 2012 19:58:33|
eBay Offers Seller Superior Customer Service
Dear Ina, |
I've been selling for over 11 years, ship over 650 packages a month, and have a 99.9% positive FB. I take my customer service and feedback very seriously.
Some people are very quick to criticize eBay and customer support, however I have usually found their support to be helpful, and I want to share a recent situation where eBay's customer support was superior.
It's a long story, but when an international customer threatened to leave Negative FB, I immediately called customer support. EBay's support person (Ruben) could see the correspondence between me and the customer and the threat by the customer. Ruben said that because this threat was an "intent to disrupt" and possible "FB extortion," he could put a note on the file that the FB would be removed it the buyer ended up leaving Neg FB. GREAT!
After further discussions, he offered to CREDIT my seller fees by $15 so I could pass that back to the customer to get the item returned (no out of pocket to me or customer!). Ruben reiterated that it was the buyer's responsibility to pay for return shipping, but an offer like this may make the whole situation go away and make everyone happy. He also advised my about wording back to the customer to keep the situation from escalating.
I think there are 2 key elements to these success stories. One is to immediately contact eBay. Even before the customer leaves FB and, the second is to tell CS how you want to provide the customer with the best experience possible experience and ask for their support and advise. It's a much better way to start the request for their help.
This is the second time I've gone to eBay's support to get Neg FB stopped/removed. Both times I've started with a good attitude (even though I was shaking with rage). He complimented me on my attitude and admitted that made him more willing to help me.
I hope this may help a seller or two stay positive and know that bad buyers can be dealt with in a constructive way.
Comments (14) | Permalink