Yet more ideas on how to deal with the Awkward/Abusive buyer.
Answer all messages, question and e-mails promptly and courteously. Never repeat never react even if the sender is rude and never allow your follow up comments on negative feedback to get personal. Keep it factual and professional, these comments are public and posted for all to see.
What do you want the public’s perception of you to be? What about the buyer that rants and raves? Exactly!
Who are the biggest moaners?
Mostly the 99p to £2.99 brigade. Easy just refund their money you don’t need buyers like these. Nothing is ever good enough. These individuals enjoy the thrill of lengthy disputes which makes them feel important. Refund the purchase price but not the postage, this has cost you time and money, clearly state on your listing your returns policy, also remember distance selling regulations.
Are you bothered about negative feedback form someone like this? Thought not, it will make excellent reading. Important rules, always be polite and helpful in all correspondence answer it as quickly as you can. Certainly within 24 hours, this could be an auction that is to end soon. Delays can lose you the sale. If you cannot answer within 24 hours start by apologising for the delay. Offer outstanding levels of service.
Always offer a guarantee on each item state this in the listings and stick to it. Show you have confidence in your product. The returns policy makes it very plain what your terms are, the buyer agreed to this when they bought the product.
If in doubt just refund or replace it wont happen often but how you deal with it will set the tone for your future dealings.
Phew! It thought these posts would be rather short but I think I have covered everything I had to say, hope it wasn’t too negative, it wasn’t meant to be.
Completely different subject next time.
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