Customer Service 101

Customer service on eBay is hard. Buyers want their items quickly and expect you to be able to deal with problems as quickly and effectively as larger online retailers. There is also the added challenge of eBay’s feedback system, which lets buyers leave you negative feedback even if you did nothing “wrong”!

The good news is that most negative feedback and customer issues can be prevented or quickly alleviated with great customer service.

Great customer service =

Quickly communicating with your buyers –Buyers just want to know what is going on. Don’t cancel orders unless you message the buyer first; update them about any problems; and answer all messages within 24 hours.
Uploading tracking numbers on time – Buyers like to know where their purchase are and when they will get them!
Selling quality items –No one likes receiving a cruddy item.
Having accurate titles and descriptions- You’d be mad too if the title said “two pack” and you only received one!
Shipping your items out quickly – As dropshippers, we don’t have much control over how quickly items are shipped out. We do, however, have control over when we order the items. Make sure to place orders at least once per day.
Putting yourself in the buyer’s shoes- Shopping on eBay can be confusing to some buyers. It gets even more confusing when the item they ordered shows up in an amazon.com box. Be polite and treat them the way you would want to be treated. It goes a long way.
Knowing what to say – Saying the wrong thing can be the difference between a positive and a negative review. Luckily, I’m giving you tested scripts that I use every day to help avoid negative feedback. You will have to modify them for your needs, but they are a great base to start with.

Address Invalid

Unfortunately, when we went to process your order our vendor kicked it back saying your address, as written, is not one that is recognized by the USPS. We are very sorry to inform you that your order has been cancelled. We will be issuing you a full refund immediately. My most sincere apologies for any inconvenience this may have caused you but eBay requires us to ship the item to the address you provide during checkout and, unfortunately, this address is not valid. If you would still like the item you may replace the order with a valid address and we’d be happy to process the order for you ASAP. Thank you and have a nice day.

Address Problem - State Regulations

Unfortunately, when we went to process your order our vendor kicked it back and said they can't deliver it to your address. Apparently there are city or state regulations that prevent us from legally shipping this particular item to you. We are very sorry to inform you that your order has been cancelled. We will be issuing you a full refund immediately. My most sincere apologies for any inconvenience this may have caused you. We wish we could ship this item to you but unfortunately our hands are tied as it would be illegal for us to do so. Thank you for your understanding and have a nice day.

Best Offer – Can't go any lower

Thank you for your interest in this item. We try to price as products as low as possible in order to give our customers the best deal possible. Since our margins are already so low, and because we also have to pay eBay a portion of all the money we make, we unfortunately cannot accept your offer. If the price of this item does change we will be sure to let you know! Thank you for your understanding and have a wonderful day.

Cancellation Request- Already Shipped or Ordered

Greetings, we respect your request to cancel the order. However, we are unable to guarantee that the order can be canceled at this point. When an order is placed it gets routed to our vendor within two hours. Once an order has been routed, it is in the system and cannot be cancelled. This helps speed up the delivery process to ensure that our customers get their products quickly. The best time to cancel the order is before that two hour window.

The best thing to do at this point is to simply refuse the delivery once it arrives. Once you do, the order will go right back to our warehouse and we can issue you a full refund. Alternatively, once you get an email that the item shipped, send us a message and we will contact the carrier and ask them to reroute the package (they sometimes allow us to do that). Thank you and have a great day.

Cancellation - Cancellation Complete

Your order has been canceled. If payment was made it will be refunded within 24-48 hours or even less depending on the method of payment. An email will be sent by email regarding the cancellation, please accept that as well. Thank you for your cooperation and have an incredible day!

Carrier Questions

Thank you for your question. We ship our items via FedEx, UPS, OnTrac or USPS, depending on the buyer’s location. We always choose the option that will get the item to our customer as quickly and safely as possible. Of course, we also always provide a tracking number to you once the item ships.

Cheaper somewhere else

We are sorry for the confusion with your purchase. We purchase our products from a variety of sources depending on availability of the product and where our buyers are located. In this way, we guarantee that we get the products to our customers as quickly as possible. In the event that the item is out of stock, we will purchase the item from a different source and ship it to our customer so that the customer can receive the item with as little disruption as possible.

The cost of our items may also be a little higher than other stores because we have to pay fees to eBay in order to sell there.

We want to make this right for you. As such, we would be happy to refund your order in exchange for a return. We would also be happy to waive the return shipping costs and pay for the cost of returning the item. Please let us know how you would like to proceed.

Damaged in Transit and Never Delivered

Thank you for your recent purchase. Unfortunately, our carrier has reported that this has been damaged in transit and is undeliverable. At this point we have two choices for you:

1) We call things a wash, cancel the order and we'll get you all your money back.

2) We can ship you out a new item ASAP and will provide you with a 10% refund for the inconvenience.

Please let us know which you would prefer and we'd be happy to arrange that for you.

Electronic Products:

Our electronic products are only designed for use within the USA.We cannot guarantee they will work properly elsewhere. Using a converter is at your own risk.

Express Shipping

I'm sorry but we are not currently setup to send out items express. Thank you for your understanding.

GSP Questions - International Customers

Currently, we ship our items internationally (outside the USA) through eBays’ Global Shipping Program, where we ship the items to eBay's shipping center, and then eBay re-ships the items to the customer (that’s you). Due to this process, we have no control over postage/fees/import duty/taxes; eBay is the one that calculates and handles those fees. If you are able to click Buy It Now and check out, the postage should automatically be calculated for you. If you are unable to check out, it simply means that the item is not available to ship through this program due to weight/size/category restrictions. We thank you for your business.

GSP- Arrived Damaged- Contact eBay

First, we would like to apologize about the damaged box; we shipped this brand new and all items were inspected before we packaged them. We would never want to send a buyer a damaged item. It appears that the carrier might have mishandled and damaged the item somehow even if the box shows no sign of wear.

We actually don’t ship the items directly to our customers outside the USA. We ship through eBay’s global shipping program. The items we ship are actually shipped to eBay headquarters. ebay then repackages the items and re-ships them through a global shipping carrier. As such, it’s ebay that actually handles the shipping to the customer once they receive it, and they inspect the items as well. To get some kind of reimbursement or resolution you would have to contact eBay regarding this matter and explain to them the item arrived damaged. Ebay will review your claim or more than likely they will be the one issuing the refund. My apologies once again for any inconvenience caused by this issue.

GSP- Hasn't Arrived Yet

Thank you for your recent purchase. We shipped this item via eBay’s Global Shipping program. As such, we shipped it to eBay and eBay was then supposed to repackage the item and re-ship it to you through a global shipping carrier. Since it was delivered to them, it is now their responsibility to send the item to you. You should reach out to them if you have any issues. Let me know if you have any questions.

Item Not Received Case- We never ordered from source or source never shipped out

I'm sorry to hear that you have not received your item yet. Please know that we sent this out to the carrier for shipment but they have reported that the item was lost in transit. We're sorry for the inconvenience this has caused. At this point you have two choices:

We can call things a wash, cancel the sale and we'll issue you a full refund.
We can try to get a new one sent out to you ASAP and we will provide you with 10% off the purchase price if you want.

Please let us know which one you prefer as your satisfaction is our #1 priority.

Out of Stock

I regret to inform you that the item you purchased was the last one we had available and we were just told by the shipper that it is damaged. We are very sorry but we are unable to deliver this out to you and apologize for the inconvenience this has surely caused you. At this point you have two choices:

1. We can cancel the sale so you'll get a full refund.

2. You can wait for this item to become available and, once it does, we will ship you out a new unit.

Please let us know what you want to do and we'll be happy to assist you. Also let us know if there is anything else we can do as you satisfaction is our #1 priority.

Out of Stock - Cancel After Waiting

Since we still have not heard back from you about your recent purchase, we will go ahead and cancel your sale so that you can get a full refund right away. If you still want this item, you can buy it again once more of them are available and we'd be happy to give you a discount on it. We are sorry for this inconvenience and please let us know if there is anything else we can do for you! Your satisfaction is our #1 priority!

Parts

First, I'm sorry that this item isn't working out as expected. Unfortunately, this manufacturer does not issue replacement parts so you will have to return the entire item before we can send you out a whole new unit. I'm sorry for the inconvenience but this is the policy of the manufacturer.

Pick Up Item?

We appreciate your business however we currently do not have a will call or pick up system available because we ship from multiple warehouses across the US. We assure that if you order it, we will ship and get it delivered as soon as possible. Thank you!

PO Box

Hello and thank you for your recent purchase. Unfortunately, we have to cancel your order at this time because we are not setup to ship to PO Boxes. If you have a physical address, you can purchase the item again and enter that address during checkout. Let us know if you have any questions.

Puerto Rico (PR)

Thank you for your interest in this item. I'm sorry but at this time we cannot ship to Puerto Rico. Thank you for your understanding.

Restocking Fee Complaint

Thank you for your message. We appreciate that you are looking for a full refund for your item. However, the item was not defective and our listing clearly states that our refund policy includes a 20% eBay restocking fee. We have arranged to have the item pickup from you and shipped back to our warehouse at no extra charge to you, and we have processed the refund while the item was on route-back to our warehouse.

If are looking to appeal the fee, please contact eBay customer service and they will be more than happy to assist with your request.

I apologize for any inconvenience this may have caused and I hope I was able to answer all your questions.

Returns

Step 1) Choose a reason for return:

-Buyer's Remorse (Buyer didn't like the item or buyer did not read description correctly)

I'm sorry to hear that this item did not work out for you. We want you to be 100% satisfied with your transaction so would be happy to accept a return. Please know, however, while there is a 20% restocking fee, we will pay for the return shipping cost for you. Let me walk you through the next steps:

-Damaged

I am so sorry to hear the item arrived damaged or was defective. Please know that we inspect all of our items before shipping them out. Either this one slipped by us or the item was damaged in transit. We want you to be 100% satisfied with your transaction so would be happy to accept a return. Let me walk you through the next steps/process:

-Not as Expected

I'm sorry to hear that this item did not work out for you. We want you to be 100% satisfied with your transaction so would be happy to accept a return. Let me walk you through the next steps:

-Wrong item received

I'm so sorry to hear that you received the wrong item. We always strive to provide our customers with the correct items and apologize that we failed you on this order. Let me walk you through the next steps:

Step 2) Select how the item will be returned:

-Pick up

UPS will come to pick up your item. The driver will bring the label and make one (1) attempt between the hours of 8am and 8pm ET Monday-Friday Please know, UPS DOES NOT CALL AHEAD, OR PROVIDE PACKAGING MATERIALS – your item(s) must be correctly packaged for shipping, and readily available for the driver to grab and tag.

If UPS doesn’t pick up the product on the first attempt, they will leave a return label behind for you (the customer) to use and return via a UPS store. Upon receiving the item, we will issue the refund.

Please let us know if you have any questions.

-Return label emailed or messaged

Here is a return shipping label you can use for your return. Upon receiving the item, we will issue the refund. Please let us know if you have any questions.

Step 3) Item Is Returned

Thank you for sending back the item to us. Would you like a refund at this time or a replacement item sent out?

Ship to A Different Address

Thank you for your recent purchase. According to eBay policies, we are only allowed to ship items to the address that you provided during checkout. If you would like, I can try to cancel your order although we cannot guarantee that it can be cancelled at this point. You can then replace the order with the address that you want us to ship this item to. Please let us know what you want us to do.

Tracking Number not Uploading

Thank you for your recent purchase. Your item has shipped out but we are having a little trouble uploading the tracking number to eBay. Here is the tracking number for your records:

Unpaid Item - Complaint

Unfortunately, whenever a customer fails to pay for an item eBay automatically opens up an unpaid item case against them. This is automatic and there is unfortunately nothing we can do about it. At this point, I would reach out to eBay to explain the situation to them and to let them know that the buyer is agreeing to cancel the order. We are not able to cancel the item after a case is opened. Thank you.

Voltage Questions

The item runs on 110V made for North America so we cannot guarantee that they will work elsewhere. Let me know if you have any other questions about it.

Where’s My Order? - Hasn’t shipped yet (Shipment not overdue)

Thank you for your recent purchase. We are processing your order and will upload the tracking information as soon as it becomes available. Orders typically ship within 1-3 business days of payment. (Weekends do not count as business days). We do our best to ship out as quickly as possible. We will update you with tracking information as soon as it ships. Rest assured, we guarantee delivery by the delivery date in our listing regardless of when the item ships out. Thank you and have a nice day.

Where’s My Order? - Buyer Asks Again and shipment not overdue

Thank you once again for your purchase. We are still working on your order and will let you know as soon as it ships out. Rest assured, we promise delivery by the date in our listing, no matter when this item ships out.

Where is My Order - Shipped Already

Thank you for your recent purchase. We are happy to report that your item has shipped an is on its way to you. Here is the tracking number for your reference:

Where is my order – already delivered.

Thank you for your recent purchase. Since we shipped this item out to you and it has been marked as delivered, you should reach out to the carrier to open up a case with them. Let them know you never received the item even though it was marked as delivered. For your records, here is the tracking number for your item:

Please let us know if you have any other questions or concerns of if we can help in any way.