Here are a few tips on how to communicate to buyers the service they should expect from you, so that they are not let down and leave low Feedback scores.

There are always some customers who are impossible to please. This is true on and off of eBay. Act professionally and do your best to resolve any issues buyers have. If you focus on setting clear expectations and delivering according to those expectations, the vast majority of Feedback scores should be highly positive.

Follow these customer satisfaction guidelines to keep a high positive feedback rating and great DSRs:

Item as described

• Write a professional description and use a format that is easy for buyers to read - don’t sacrifice relevant details for the sake of "sizzle."
• Be accurate and honest, include whether the item is used or new and cover all defects. Write as if there were no pictures so you leave no doubt in your buyers mind about what they’re getting.
• Use pictures! Show your item from every angle.
• If you’re listing a used item, include a picture of the actual item, not a general or catalogue shot.
• Make your terms of sale easy to find and easy to understand--especially when it comes to payment terms, postage and packaging, and returns.

Communication

• Communicate clearly and promptly – answer emails from your buyer in a timely manner and send out updates on the status of orders without being prompted.
• Be patient and courteous with your buyers. When a problem arises, don’t assign blame. Work with your buyer to resolve the problem quickly and professionally. When treated with courtesy and consideration, even the most disgruntled individual can become your loyal customer.
• Include answers to Frequently Asked Questions (FAQs) in your listings to head off many routine inquiries to avoid a backlog.
• Be available to answer questions before and after the listing closes.

Dispatch Time

• Set clear expectations how long it will take you to post the item, by including details in the item description & the postage details section of the listing.
• Post your item as soon as possible after you receive payment. Contact your buyer when you have posted the item to let them know it’s on its way.
• Offer a postage service that provides tracking and send buyers the tracking number.

Postage & Packaging charges

• Offer discounts for buyers who buy more than one item in a single order. Include details of this in your listings.
• Charge exact postage fees. Provide details of any handling or packaging costs and explain how your items are packed and how they will be posted in your item description, Shop homepage and automated emails.
• Make sure your packaging looks neat and professional. The package is the buyer’s first impression of you as a seller - make it count.
• Offer free P&P if possible. Work the postage cost into the sale price of the item if necessary. Your listings may receive more visibility and it’s a great way to make customers happy.