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Offer a good service solving problems
When we do an "online trading" most transactions are conducted smoothly, but sometimes something goes wrong and we have to solve the problem quickly and show the buyer that we are professionals and we care about his satisfaction. The most common problems are such that the item may be damaged or lost during transport, delayed shipment, or any other problem that is alien to the customer. In these cases you should contact the seller to avoid:
Negative ratings as a seller.
The buyer doesn't receive the product or he ensures that it has benn received but it doesn't correspond to the ad description.
Problem: Product exhausted.
Solution: If you have a product that you have run out of stock temporarily, you can set the number of items to 0 so that your ad isn't available for purchase until replenish more units, otherwise ends the ad by changing the status to "Sold". If someone has already purchased an item and it isn't available at that time, tell him when it will be available for shipment or cancel the transaction and send a refund. Whenever a problem arises that is alien to the buyer, like a delay, you can offer a partial refund if the buyer is unhappy. In this way we'll avoid negative reviews and we will also be giving a more professional service if we take care of the problems caused by a failure on shipping. Remember to always communicate with the buyer quickly and offer alternatives to solve the problem.
Problem: The shipment is delayed or fails.
Solution: Contact as soon as possible with the buyer to inform him that your order may suffer some unforeseen delay, you should keep him informed whenever possible. Important: If you can, don't forget to send tracking information to customers, so they will have more data on the status of their orders and where they are.
Problema: The item arrives damaged or it doesn't correspond to thead description.
Solution: If the buyer indicates that the product has arrived damaged or it doesn't correspond to the description of the ad, you can offer the following:
- Offer a refund immediately.
- Provide sending a product of the same characteristics of replacement, if you have it.
- Provide immediate shipment of the missing components.
- Offer a discount on one of your ads if you did.
- If the sent item isn't he purchased, send one replacement as soon as possible if you did.
Remember that you are responsible for the customer receives his product correctly as described in the ad, so you must try to resolve the problem quickly and minimize discomfort as possible.
Problema: The item is missing or it doesn't reach its destination.
Solución: If the order is on its way, indicate to buyer the date of shipment, the delivery system used and inform the shipment is still within the estimated time. If you have tracking information don't forget to send it to the buyer so he can check the shipping status by himself at anytime and save possible consultations. If the order has exceeded the estimated shipping time, contact the postal company and immediately solve the problem by offering a refund or sending a replacement item.
Remember that problems with the transport company must be fixed without involving the customer, they are steps you must do on your own.
Negative ratings as a seller.
The buyer doesn't receive the product or he ensures that it has benn received but it doesn't correspond to the ad description.
Problem: Product exhausted.
Solution: If you have a product that you have run out of stock temporarily, you can set the number of items to 0 so that your ad isn't available for purchase until replenish more units, otherwise ends the ad by changing the status to "Sold". If someone has already purchased an item and it isn't available at that time, tell him when it will be available for shipment or cancel the transaction and send a refund. Whenever a problem arises that is alien to the buyer, like a delay, you can offer a partial refund if the buyer is unhappy. In this way we'll avoid negative reviews and we will also be giving a more professional service if we take care of the problems caused by a failure on shipping. Remember to always communicate with the buyer quickly and offer alternatives to solve the problem.
Problem: The shipment is delayed or fails.
Solution: Contact as soon as possible with the buyer to inform him that your order may suffer some unforeseen delay, you should keep him informed whenever possible. Important: If you can, don't forget to send tracking information to customers, so they will have more data on the status of their orders and where they are.
Problema: The item arrives damaged or it doesn't correspond to thead description.
Solution: If the buyer indicates that the product has arrived damaged or it doesn't correspond to the description of the ad, you can offer the following:
- Offer a refund immediately.
- Provide sending a product of the same characteristics of replacement, if you have it.
- Provide immediate shipment of the missing components.
- Offer a discount on one of your ads if you did.
- If the sent item isn't he purchased, send one replacement as soon as possible if you did.
Remember that you are responsible for the customer receives his product correctly as described in the ad, so you must try to resolve the problem quickly and minimize discomfort as possible.
Problema: The item is missing or it doesn't reach its destination.
Solución: If the order is on its way, indicate to buyer the date of shipment, the delivery system used and inform the shipment is still within the estimated time. If you have tracking information don't forget to send it to the buyer so he can check the shipping status by himself at anytime and save possible consultations. If the order has exceeded the estimated shipping time, contact the postal company and immediately solve the problem by offering a refund or sending a replacement item.
Remember that problems with the transport company must be fixed without involving the customer, they are steps you must do on your own.