In short, the answer to this question is 'yes'. That's a strong 'yes' with a lot of emphasis behind it. Of course the customer is most certainly always right. If you want to become a success on eBay, then you'll want to go that extra mile to make sure that every single one of your customers 100% satisfied, despite the amount of additional money and/or time it may cost you.
A dissatisfied customer will leave negative feedback, and negative feedback is to be avoided at all costs. That one piece of negative feedback will always cost you more than it would have to deal with the complaint, whatever the value of the items you sell. You should consider any positive feedback percentage under 100% to be an absolute disaster, and a personal failure on your part.
But What If
But nothing, there is absolutely no situation where you as an eBay seller should get into a dispute with a customer. Here are just a few common situations that you may be faced with and how you might want to handle them.
They say the item never arrived: Politely asks the buyer to wait a few more days to see if it turns up, and then email you again if it still hasn't arrived. If it still hasn't arrived, you should assume it was lost in the post somehow and offer to send a replacement if you have one, or give them a full refund otherwise. No, I don't care what that costs you. Are you serious about selling on eBay or not?
The item was damaged during postage, you must without any hesitation, offer to either replace it or refund the product in full.
They say the item doesn't match the description: Resist the urge to email back with "yes it does, you just didn't read the description properly". Take the item back for a refund, and edit your description if you need to, to make any confusing points extra clear.
I'm pretty sure you might be spotting a pattern by now. Offering to refund a product in full will eliminate almost all problems and it will ultimately cost you less in the long term. Always remember that one negative feedback comment will stay with you throughout your entire eBay career, while having a perfect 100% positive feedback rating is like owning a solid bar of gold.
You should always handle customers' complaints before they complain to eBay - in fact, you should email them pre-emptively to ask if they have any. Going through the dispute process is time consuming, reflects badly on you and is downright unnecessary.
Are you still not convinced? Do you think that this works only with cheap products? Well, one thing you must understand is that, the higher the price of the product you sell, the more your reputation will essentially be worth to you. Let's say you were selling around $10k worth of products every week, and making roughly $1k per week in profit. You might think that refunding one of your customer's purchases worth $1k would be almost a tragedy, losing you your entire week's profit. It is much better to see things this way, if you don't give that customer the refund they deserve; you could end up losing several weeks profit. Now which option do you think looks better?
I absolutely can't emphasise enough the importance of really believing that the customer is always right. But trying to make excuses for complaints isn't the only thing you need to avoid. There are a lot of pitfalls that you need to avoid if you don't want to kill your business before it has even started properly.
Author Resource:-
Uchenna Ani-Okoye is an internet marketing advisor and co founder of Free Affiliate Programs
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