Communicating with your buyers
To avoid unnecessary questions from buyers, be sure to display the right information clearly in your listings
Preparing your listing
Locate packaging materials, weigh, and measure your item.
 | Describe your item accurately
Highlight imperfections and flaws. Use bullets or new paragraphs to highlight important information.
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| Use photos to showcase and visually describe your item
Take clear photos of your item, preferably on a white background. Use high resolution photos that are at least 1,000 pixels on the longest side. Photograph as many details as possible, particularly flaws.
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| Fill in as many fields as possible
This helps buyers find your item when they're using keywords or filters to search. Maximize the length of your item title, using all 55 characters, by choosing common keywords to help buyers find your item when they search. Examples of fields that should be completed are:
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| If offered in the category you're selling in, use product details and a stock photo from our catalogue in your listing
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| If you're selling multiple versions of the same item such as different colours, sizes or material, consider using a single, multi-quantity fixed price listing
This helps buyers quickly find the exact combination they want. You can easily track your inventory for these individual items.
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Blocking buyers
You can block buyers from asking questions or bidding before they purchase an item, especially if they live in a country you don't ship to.
To select buyer requirements for your listings:
Click the Account tab, and then click the Site Preferences link on the left.
Scroll to Buyer requirements, and then click the Show link.
Learn more about
selecting buyer requirements.
Responding to buyers' questions automatically
Auto answers are automatically generated from the following information in your listing (make sure to complete the relevant fields in the listing):
When payment was received (if paid by PayPal)
When the item was shipped (if the seller marked the item as shipped)
Tracking information (if provided by the seller)
These are the most common questions that buyers ask. Auto answers are shown to all buyers before they contact you via email, so it's important that you complete this information.
Take full advantage of the benefits of this feature by:
Reviewing the question and answers that your buyers will see and making any revisions
Adding new questions that are specific to your listings
The more detailed your answers are, the fewer buyers will contact you.
To manage your questions and answers
Click the Account tab, and then click the Site Preferences link on the left.
Scroll to Manage communications with buyers, and then click the Show link.
Click the Edit link next to Manage your questions and answers (Q&A)
page.
Select the Show Q&A check box if you want your customers to view your Q&A page before contacting you.
Select the topic and questions you’d like to review. Click the Don't show to buyers link if you prefer buyers not to see this question.
To add a new question, click the Add a question link and complete the relevant details.
Click the Submit button to save.
Be sure to capture any new questions that buyers ask so that you can add to this page and continue to improve it.
Completing a sale
"Where is my item?" is the most frequent question you'll get once a sale has been made. The following steps will help you to manage your buyers' expectations.
| Mark items as shipped
This gives buyers information about when the item was sent and when they can expect to receive it. You can mark an item as shipped in the following ways:
Automatically when you print a paid shipping label on eBay or PayPal Automatically when you provide tracking or delivery confirmation to eBay Item by item (in My eBay) In bulk using Selling Manager or Selling Manager Pro
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| To upload tracking information in My eBay:
Go to the Sold section of My eBay. Select the check box next to the listings for which you want to add a tracking number. Click the Add tracking number button. On the Add or edit tracking numbers page, enter the tracking number and the name of the carrier you used.
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| Print your shipping labels from My eBay or PayPal
Saves you time – Avoid a trip to the post office by printing and paying for your label at home. Additionally, when you print shipping labels from eBay, your tracking information is uploaded automatically. Save you money – Printing shipping labels on eBay also offers you reduced pricing on some shipping services. Automatically sends an email to your buyers to let them know the item is on its way. This will save you time, and may result in fewer questions from buyers and higher detailed seller ratings.
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Must use Buy It Now and PayPal.
