Tuesday, September 24, 2013

Best Practices for Selling on Ebay

When we first started selling online, we didnt start with a online website of our own. This was because it takes a lot if effort to actually build a website from scratch - the hosting, the technology, the SEO, the advertisements, the works. Also, we had very little idea about the challenges of selling online - the supply chain, the logistics, the inventory management, the customer service aspect of it. Ebay as a platform made perfect sense for us to launch our products online - apart from the fact that it was the biggest marketplace in India, the tight feedback system and inherent rewarding of good performance was a big draw. We have had a fairly reasonable experience with Ebay and we learnt quite a few small but important things along the way. Here are some of the important ones in case you are looking to sell on Ebay (especially India)

1) Feedback is Key : Good feedback is extremely important. Take that extra leap to get good feedback. Sometimes you may be at fault and sometimes you may run into an unreasonable customer - whatever the reason, try to get good feedback even if it means you lose money on one or two transactions

2) Ship fast : Ship as early as possible which is usually 1-2 days - the quicker you send it, the better it is. If you cant ship early due to inventory issues, think of de-listing such items

3) Good Photos : This is obvious - put up good, reliable photos. Dont zoom too much or make things seem larger than it is - the customer may buy the item but give you a bad feedback which is worse than not buying at all.

4) Good Description : One liners or very small descriptions are not very helpful. Customers want as much information as possible - about the item, size, material etc, especially since they cant really touch the product.

5) Over Communicate - Ebay sends notifications when an order is placed or shipped. However, if you send an email or call a customer, it is at worst an irritant and at best a customer who is assured and may come back for repeat customers.

6) Dont try to deal outside Ebay - There is an implicit trust that is set in the platform while setting up buyers with sellers. If you or the buyer breaks the trust and does the transaction outside, there is a good chance that one of you may not be happy and there would not be a neutral authority to sort it out.

7) If you make a mistake, admit it and correct it - e.g if the item is broken, talk to the customer and resend or refund the money.

8) Free Shipping - People hate to pay for shipping. Its a psychological thing - somebody needs to pay for the shipping and it has to be part of the cost but dont make it explicit and differentiate customers based on location.

Thats all for today. Do visit our Ebay store : http://stores.ebay.in/kraftinn

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