While your listing is active, you may receive questions from interested buyers by email.

You can respond to buyers by:

• Clicking on the Respond Now button in the email to open the Respond to Questions page.

• Using My eBay. Go to My eBay, and under Items I’m Selling, under # of Questions, click the number displayed.

Some ways you can manage answering questions are:

• Display frequently asked questions (FAQs) on the Ask Seller a Question page.

• Customise the question types buyers can choose from.

• Display questions and answers on the Item page and Ask Seller a Question page.

• Set up a self-service knowledge base.

Additional tips for answering buyers' questions:

• Be prompt. The buyer may be looking at competing items.

• Remember: It is against eBay's policy for you to sell items directly to people who contact you regarding an eBay listing.

Displaying Frequently Asked Questions (FAQs)

If you have questions that you are asked often, such as about your return policy, you may want to create FAQs. You can create custom questions for your buyers to see when they click the “Ask seller a question” link. You can also include the item specifics from the listing, or the questions posted on the listing.

In the “Frequently Asked Questions” section, you can type over the existing questions or just add answers to the existing ones. You can also add up to 10 more FAQs (for a total of 15) to the page. If you choose not to answer a question, then that question will not appear in the list of FAQ.

Customising the Question Types Buyers Can Choose From

You can specify the question types buyers can choose from on the Ask a Question page.

To customise question types:

Note: Any changes you make on the Customise Questions page will affect the question types buyers see on all eBay sites. In addition, the language you use to create your question types will be displayed to buyers in all countries.

Displaying Questions and Answers

If you are asked a question that you think a number of buyers might be wondering about, you can display the answer on your View Item Page and Ask a Question page, in addition to the email response.

When you respond to the question, select the tick box that says, “Post this question and response on my listing so all buyers can see it. Once posted, it can't be edited.” The 5 most recently added questions and responses will be displayed to the public on the View Item page. Your response is also be emailed directly to the buyer.

Note: Once the question and response are posted publicly, you cannot edit or remove them from the item page.

You can display up to 100 public questions and answers on your item page. (Exception: If your listing has a bid and ends within 12 hours, you can't add anymore public questions and answers to your item.)

Hiding your email address for privacy purposes

For privacy purposes, you have the option to hide your email address when responding to buyers. If you want to use this option, select the check box that says, “Hide my email address from <buyer username>.”

Your response is emailed to the buyer with your email address hidden. The buyer will not be able to email you directly. The buyer can ask another question using the Ask Seller a Question link on your item page if needed.

Deleting an unanswered question

If you have already responded to a question directly using email, you can delete the question from the Respond to Questions page by clicking the Delete next to the question. If you need to reference a deleted question, you can find it in the original email sent to you.