Communication is key!

[danlon_64]

We all get that feeling of dread when a buyer contacts us with an issue. Our natural instinct is to fight back against the injustice real or percieved.

We often talk at or talk down to the person on the other end of the messages and never really communicate.

Let me give an example or two:

Buyer contacts the seller and says the item arrived in an SNAD state and asks how the seller want to handle it

The seller accuses the buyer of breaking it or blames the postal service and goes on the defensive. The buyer is then left feeling like they have no choice but to have ebay step in, creating a defect on the sellers account and neither is happy with the ending

Same scenerio but rather than accusing anyone of anything, the seller says Im very sorry for your disapointment, please open a return request so I can send you a prepaid lable to return the item and refund you in full. Again I am very sorry for this situation, if there is anything else that I am selling I am more than happy to offer you a 15% discount on the item.

Buyer is not totally happy, but feels like the seller is trying to make the situation better.

Often a small gesture and sympathy can make all the differece in the world. But PLEASE keep communication short and sweet. Huge long blocks of text dont make the buyer or seller feel like youre hearing them, just that you are trying to out shout them

[frazlan_ch4oikm]

It would definitely be beneficial to everyone if all sellers responded courteously to buyers when there is an issue.

I also want to mention that all issues I have had with buyers are unintentional sometimes a buyer may find a defect on an item (ususlly clothing) that was not seen in the listing. I never intentionally falsly advertise something but mistakes do happen and I do miss imperfections sometimes but it very sad when I encounter the buyers who believe that I was genuinely trying to sell them a faulty product and accuse me of poor business practices.

I just want some people to realize that sellers make mistakes sometimes and please do not resort to negative conclusions in situations. On the contrary, it true that some sellers become defense when there are issues, but by attempting to work through the issue and find a soloution in a respectful manner oppose to again jumping to conclusions or accusing the buyer of damaging the item more issues can be resolved more efficiently.