Buyers will often complain to PayPal as well as, or instead of, complaining to eBay. One of the newest ripple effects of eBay suspensions, has been PayPal imposing limits or outright suspensions. Everyone involved can feel numb, disconnected and unable to trust each other.ĮBay and PayPal became independent companies in 2015, but they are still closely intertwined. Feelings of helplessness, and being out of control are common. Now everyone starts hitting new emotional lows. Many times, they brought up problems in the past but nothing was done, so they learned to keep it to themselves. This can result in low morale among the remaining staff, as uncertainty about job security begins to set in.Įmployees are usually the people closest to persistent issues in the business, and can see a suspension as a wake-up call to the boss. Due to the interrupted cash flow there can be terminations. Personal and employee problemsįrom here, the next step on the ripple-effect-trail is personal and employee stress. When eBay sales stop, the live cash that is so important to business health also stops. No matter what size your business is, it’s always nice having cash pour into your PayPal account. This is a live, real-time money transfer system that multi-channel sellers appreciate, particularly compared to Amazon and other marketplaces that take weeks to pay out. For better or worse, selling on eBay means transacting through PayPal.
Let’s start with something tangible: cash flow. Design your listings to help avoid future problems, even if it means fewer sales.Ī seller will often encounter “ripple effects” from a suspension, and a definite impact in many areas of their business and personal life. Think of how few negatives it takes to unseat hundreds of positives. eBay customers expect a consistent experience whoever they buy from, and are increasingly unlikely to read or take seriously your own unique terms of business. Don’t fill your listings with small print to use against buyers when they complain. You must also design your listings, and listing templates, with this in mind. You must work with your customers, no matter how unreasonable or demanding they are being. You must address your customers’ issues head-on. Failing to resolve cases in the Resolution Center Build enough confidence in your customer, that they trust working with you if they do have an issue. Show that you are a trustworthy and caring seller. In your templates, store page, Facebook page and website, describe yourself well. If it’s used, or “seller refurbished”, highlight the blemishes. If you can, it’s always better to undersell your product. To begin with, avoiding errors of perception is critical. Sellers must address buyer communications and complaints really quickly, and with skill. Next, violating the defect rate metric is a fast track to suspension land. Convincing eBay otherwise can be an uphill battle. Both are unacceptable, and compromise the trust with the buyer. Either poor seller workflow, or a failure to ship by a tracked service. Failure to submit tracking information quickly raises one of two flags. So, sharing tracking numbers quickly is essential.ĮBay validates the tracking number, and shares it with the buyer, and this is critical. Or they at least want to know that they can find out the status any time they want, and fast. Online shoppers always want to know the status of their order.
Late tracking number upload or validation Once the customer has made their payment, shipping the item out really shouldn’t take more than two hours. Late dispatch makes buyers nervous, and they’ll be quick to complain or leave negative feedback, if anything that comes after that falls below their expectations. In actuality, it’s a problem if it takes over a day for the seller to dispatch the item – for it to leave their premises. So, before placing an order the customer has already set their delivery expectations.įor instance, if the product description states delivery in three days, it better be delivered in three days. After all, most eBay customers check the estimated shipping time of the merchandise they buy.
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