Ebay Feedback Resale Rights Ebook

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As I mentioned earlier, communication is the absolute key to obtaining positive feedback. In my first days of trading ebooks I had very basic auction ads that didn't really stipulate what an ebook is. I assumed that everyone knew that ebook stood for 'electronic book'. Within the first few transactions I had one gentleman send me a very irate email saying that what I sold him didn't have any pages so how could I call it a book! I had a bit of a chuckle to myself and promptly kicked into customer service mode and advised him that I would refund his purchase (in accordance with my 30 day money back guarantee, which I've always had) and that he was more than welcome to keep and use the ebook to assist with his online eBay sales (he was establishing an eBay store which sold fishing equipment). I even went out of my way to hunt down a few more ebooks on fishing (how to tie fishing flies, etc) that he could use as bonus items for his own auctions and emailed him the links as a kind gesture. Needless to say, he didn't care about the service I gave him nor the fact that I promptly refunded his money, and he left me negative feedback - ignorance at its finest!

Well, I thought I had made all the right moves on a customer service level, and with the majority of buyers out there, it would have worked. What I did learn from this experience was to put a notice on all of my auction ads stating exactly what an ebook is, as well as a note that asks potential buyers to contact me with any questions about the auction before they place a bid.

I also received neutral feedback from someone who understood that the item they had purchased would be posted out to them because my auction ad stated that there was 'free shipping'. They felt this was misleading considering that the item was emailed. In reality, I guess it can be assumed to be so and I have started changing all my newly created auctions ads to read 'no shipping or handling charges'. This is a true and fair statement because I sell ebooks which are digital items. There are a number of sellers out there charging shipping and handling fees for digital products and by offering this free service gives a competitive advantage.

So, in the two cases above, I learned that it is necessary to communicate very clearly in all my auction ads in order to define what a customer is going to receive and also what my terms of service are.

Another form of communication that is really important is direct communication with the other member via email. I had another customer leave a neutral feedback because he felt my email communication was a bit slow, which admittedly it was at the time. I still left them positive feedback as, indeed, I hadn't necessarily actioned my emails in an appropriate time frame, but it has really made me stay on top of my emails now! Learn from my mistakes and the mistakes of others you may hear about!

• File Size:172 KB
• License: Resell Rights
• Category:Ebooks
• Tags:2008 Ebooks Resale Rights