Focus on selling

We’re introducing this new free feature to help you save time.  It will draw on ‘live’ information from your listings to answer the top 20 buyer questions before buyers even reach ‘Ask Seller a Question’.  Some top eBay sellers who’ve tested new Smart FAQ found it halved the time they’d usually spend answering buyer questions – and this was without a negative impact on sales.

Note: If you are acting as a business seller, you are legally required according to E-Commerce Regulations to provide consumers with a means to enable direct and rapid communication with you. This includes an e-mail address. Find out more about your legal obligations .

How do I turn on my FAQs?
Go to My eBay > Account > Seller Preference > FAQ. There, you can set up the “Ask Seller A Question” link on your View Item pages to direct your customers to any of the following pages:

1. The current “Ask Seller a Question” email form so they can ask you a question via email.
2. An FAQ page first where the buyer can look for an answer to his or her question. If the buyer’s question is not answered, he or she can then click “Contact Seller” to send an email directly to you.
3. Another version of the FAQ page from which only existing customers (users who have already made a purchase from you) can click “Contact Seller” from the FAQ page to send an email directly to you.

How do I change my FAQs and Ask Seller a Question options?
You can switch on your FAQs by going to My eBay > Account > Seller Preference > FAQ. The FAQ Preference Page allows you to turn FAQs on and off for all items, make modifications to FAQs, turn eBay Smart FAQs on or off, or add your own FAQs.

What is an eBay Smart Answer?
We have identified the top questions buyers typically ask, and developed answers around them that are item-specific. As you’ll have already provided the information about your item to eBay, we use that information to answer your buyers’ questions. This information includes item details, P&P information and transactional details. As long as your item details are up-to-date and accurate, eBay can accurately answer questions for you.

For example, if a buyer asks “Do you ship to country X?” we check the shipping destinations provided by you and send the buyer an answer.

Can I turn off an eBay Smart Answer?
Yes. These are your items and your FAQs. If you would prefer not to have the eBay Smart Answer on your FAQ page, you can easily “hide” the question/answer.

To turn off an eBay Smart Answer, go to your FAQ Preference Page (My eBay > Account > Seller Preference > FAQ).

How do I change, review or modify my FAQs?
You can switch on your FAQs by going to My eBay > Account > Seller Preference > FAQ. The FAQ Preference Page allows you to turn FAQs on and off for all items, make modifications to FAQs, turn eBay Smart FAQs on or off, or add your own FAQs on the FAQ Preference Page.

Can I add my own FAQs?
Of course. You can add FAQs by going to My eBay > Account > Seller Preference > FAQ. You can switch on your FAQs by going to My eBay > Account > Seller Preference > FAQ. The FAQ Preference Page allows you to turn FAQs on and off for all items, make modifications to FAQs, turn eBay Smart FAQs on or off, or add your own FAQs on the FAQ Preference Page.