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Setting up a knowledge base

If you receive a large volume of email from buyers, you may want to set up a self-service knowledge base to automate the process of answering buyers' questions.

To set up a self-service knowledge base:
  1. Sign up for an account with a company which offers this service. Companies that have been selected by other eBay sellers include Parature (www.parature.com) and Hosted Support (www.hostedsupport.com).

    Note: Knowledge base providers generally charge a monthly fee for their service. You will be charged directly, not through your eBay account.

  2. Once you've completed sign up, enter your most commonly asked questions along with the appropriate answers. In your listings, buyers will see the self-service knowledge base, which displays answers to their questions. Alternately, some knowledge base services automatically respond with an appropriate answer when buyers ask questions.

  3. Use the token provided by the service to link your self-service knowledge base to your eBay account.

  4. Go to My eBay > Preferences and then click the "Show" link in the "Ask seller a question" section.

  5. Click the "Edit" link next to "Send buyers to self-service knowledge base."

  6. On the Knowledge Base Preference page, select "Yes," and then click the Submit button.

To disable an existing self-service knowledge base:
  1. Go to My eBay > Preferences and then click the "Show" link in the "Ask seller a question" section.

  2. Click the "Edit" link next to "Send buyers to self-service knowledge base."

  3. On the Knowledge Base Preference page, select "No," and then click the Submit button.

  4. Log in to your knowledge base provider and cancel your account.

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