Are your required to respond to every question?

[mozartbach1971]

I heard that you need to respond as soon as possible to a buyer's question in order to improve your ranking. Sometimes I respond and then the buyer sends back several more messages or questions after. Sometimes I don't respond. When you don't do this does this affect your ratings?

[iamalwaysright]

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@stainlessenginecovers wrote:

Since there is almost no question that is not already answered on my listings- I just respond with

'did you read the description?' 

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😆

[legalbeagle52]

Interesting!  It sounds like it was very finely tuned!

I NEVER get into an endless round of questions.  (I hope it didn't sound like I did).  I don't have the time.  One or two questions should do it.   Very occasionally it may turn into a small (pleasant) conversation depending on what the item is. 

My listings are also pretty detailed.  I try to describe most important details and flaws, so the questions are usually already answered.  It really does depend a great deal on what category you list in.  Obviously some categories get a lot more questions than others!    I can usually tell whether someone is serious or just going to turn into a pain ... usually.  🙂

[iamalwaysright]

Gee, I hope not. As I’ve stopped replying to many many buyers for various reasons. Off the top of my head here’s a few reasons. Of course some of you may not agree with my reason.

-Buyer just says “thanks” or expresses gratitude in their message thus implying the end of our interaction.

-Buyer messages a total lowball offer and I already never entertain negotiation.

-Buyer sends multiple duplicate messages to you within a short timeframe. I only answer their latest message and don’t bother to paste/reply to the multiple previous messages or with a “take a look at my previous message/reply.”

-It’s clear to me I’m having too many back/forths with the buyer and it is really getting nowhere and I wouldn’t want them to buy from me as they might be troublesome.

-The buyer clearly is confrontational and needs to have the last word. Always replying to this type of guy will just enrage them which won’t be good for you or eBay.

[johnson_junk_company]

I don’t think it will hurt your ratings….yet! However, answering questions is part of selling and you should take it seriously. Answering questions in a timely fashion can lead to more sales. Also, HOW you answer is very important. You need to make every customer, no matter how annoying they may be, feel valued. If your message gives off “good vibes” and shows professionalism, you’re less likely to be scammed. Remember, scammers always look for easy marks. Also, a good rule of thumb to use is “Would this be ok in person?” Think about it, if you went up to the customer service desk in Walmart, asked a question and the associate just stood there looking at you and never responded when you know they heard your question and can see you standing there…..you would be livid! Not answering questions here on eBay is exactly the same. I don’t buy from sellers who don’t answer my questions and I leave negative feedback when I buy, have questions afterwards and they don’t answer. 

[gator08041971]

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@stainlessenginecovers wrote:

'did you read the description?' 

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My problem with pointing out the obvious, it can be triggering for some buyers.  So I never word it that way.

I usually lean into it.  I might answer their question in a basic sense, (not too specific) and then point to the description like  "For more detailed info, the item description may also have the answer you are looking for. If you are using a mobile device, you need to view the description details for that info."

Kill them with kindness, when you can't kill them.  😄

But in general, I always try my best to answer any questions or concerns.

[inhawaii]

There is no requirement to respond to questions in a timely manner, or at all.

It's just good business.

[chapeau-noir]

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@mozartbach1971 wrote:

I've watched videos where some people said that the algorithm favors those who respond quickly to questions.  I don't think I've heard any direct  confirmation from Ebay about this however.

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There is so much video rubbish spouted by various people who purport to understand the algorithm that I pretty much dismiss all of it.  Just stick to good business practices.

If you don't need to answer a particular question, in the drop-down there's something for 'question answered' or whatever - just use that. It works when someone just writes back with "thank you" etc. and there is no need to reply, or if it's someone you don't want to correspond with.

[fern*wood]

I would never say "did you read the description", but I have been known to copy/paste my answer directly from my description.

[coastaltechsolution]

You can only make your best at responding to potential buyer questions.

If you get someone asking questions about your questions "you say you ship in 2 days, is that earth days?"

It is time to stop responding 😁

[chariot_badges]

 I got a neg review for not answering a question FAST ENOUGH,  on a Sunday afternoon.

I replied about 9pm.

I had been out catfishing.  The reviewer said that "refused to respond to a question."  I responded.   "I was out catfishing.  And the catch was on fire.  Freezer is full of fresh fish. Do you ever take a few hours off from your work?  Oh, the answer is yes, I will give you a heafty discount on that item, or, at least - I would have."

LoL.  

People.

SMH

[coastaltechsolution]

@chariot_badges 

yes some people expect instant gratification in the tech world we live in 

[chariot_badges]

I should have mailed him some fish.

[reallynicestamps]

@mozartbach1971 

Have you considered scanning your documents instead of photographing them?

Not only are the details easier to read, but you can easily increase the dpi for closeup work.

@toysaver 

A buyer on their phone may not be able to easily see the description.

And some buyers use the question to decide which sellers they want to deal with.

I have answered dumb questions with eg  "The stamp is Original Gum,with a heavy hinge, as in the description. There is a scan of the back of the stamp which may help you see this better."

My middle name is "Passive-Aggressive".

[chapeau-noir]

I just answer their question.

[kitschy*loot]

I used to ask a lot of questions because I was running into sellers who provided very little information in the listings and I buy mostly vintage clothing and books. Pants need to have waist, hip, and inseam measurements, skirts need to have waist and length measurements, and shirts need to have bust and sleeve length. I'm not a reseller so measurements matter. I need to know if books are moldy or have stains on the pages.

I rarely buy from sellers who force me to ask important questions these days. I've gotten so fed up with lame listings that I just keep it moving no matter what it is. I also learned that liars are only going to lie anyway, so there's no point in asking them questions about damage if they've already said it's excellent condition. The only time this turns out well is if you just happen to have a careless seller who missed flaws because then they will look carefully and you'll know if you want to buy or not.