|Wed Sept 10 2014 19:57:53|
How to Provide Customer Support without Getting an eBay Defect
eBay's reasoning behind their defect policy is supposedly that buyers who have a concern spend less on eBay in the future, regardless of whether the concern is real or the fault of the seller.
I currently sell in the electronics category, where a lot of buyer "concerns" end up being user error, or their inability to figure out how to properly function an item. In every situation, I'm always happy to help, but often incur defects as a result of eBay's case-opening messaging system.
I recently asked three Resolution Center representatives for advice on what to do in these types of situations, and they all mentioned that I should include direct contact information in packages so that buyers could contact me in a way that would not result in a defect. This leads to some interesting questions:
- If eBay really is focusing on buyer concerns (defects) as being a problem, wouldn't they want all concerns to be documented via eBay instead of direct, outside communication?
- If the above question is true, why would the Resolution Center reps offer ways to circumvent defects in transactions where "concerns" exist? Could it be that because they think that it's an inane and impractical policy themselves?
Food for thought.