At some point in your eBay selling life, one of your customers is going to send you a complaint. As long as you respond to it properly, however, it’s easy to keep a complaint from turning into a crisis.
Respond Immediately and Grovellingly.
Someone might complain to you directly, or they might do it through eBay. Whatever happens, you need to email them immediately. Here’s a template to use:
“I have just received your complaint and I would like to say that I am very sorry you aren’t satisfied. If you would like, I can send you a [replacement/refund] for the item, as part of my ‘no questions asked’ guarantee. I apologise again for our mistake.”
Whatever you do, don’t start making excuses for yourself. “Oh, sorry, I didn’t get around to posting it yet b View the rest of this article
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