Managing communications with your buyers

Save considerable time and avoid additional work by providing the right information upfront to avoid unnecessary buyer questions. We’ve found that sellers who pay attention to these areas have up to 70% less questions than sellers who don't.

When preparing your listing

Describe your item accurately
  • Highlight any aspect that is not perfect or flawed

  • Add structure to your information: Use bullets, or new paragraphs, to highlight key points or topics of importance.

Use photos to showcase and visually describe your item
  • Taking clear photos of your item, preferably on a white background

  • Photos must be of high resolution, and at least 1024x768 pixels

  • Take multiple angles so that your buyer can get a feel for its dimensions

  • Photograph all visual detail, particularly flaws

Fill in as many listing data fields as possible
  • Doing so will help buyers to find your item when they’re searching using keywords or filters

  • Maximise the length of your item title using all 80 characters, if possible, by choosing common keywords to help buyers find your item when searching

  • Examples of listing data fields that should be completed are:

    • Item condition

    • Item specifics

    • P&P information

    • Return policy

If offered in the category you’re selling in, save time by finding out how to use the pre-filled information from our catalogue to automatically complete the item specifics section of your listing form.
If you’re selling multiple versions of the same item such as different colours, sizes or material, save money by finding out how to list these items in a single, multi-quantity fixed price listing.
  • Doing so will alow buyers to find easily the exact combination they want

  • You'll also be able to track your inventory for these individual items easily

Block Buyers

Block buyers from asking questions or bidding, particularly if they come from a country you don't post to.

To select the buyer requirements for all your listings:
  1. Go to My eBay

  2. Click the Account tab, then click the Site Preferences link on the left

  3. Scroll to Buyer requirements and click the Show link

Learn more about specifying buyer requirements.

How to respond to buyers' questions automatically

Q&As are automatically generated from the information in your listing:

  • Item condition

  • Postage & Packaging information,

  • Payment options,

  • When payment was received (if paid by PayPa)

  • When the item was dispatched (if the seller marked the item as dispatched)

  • Tracking information (if provided by the seller)

These are the most common questions that buyers ask. Often, this information is in your listing but was missed.  These Q&As will be displayed to all buyers before they can contact you via email, so it's important that you complete this information. 

Take full advantage of the benefits of this feature by:
  • Reviewing the question and answers that your buyers will see and making any revisions

  • Customising it further by adding new questions specific to your listings

The more detailed a response that buyers receive, the less likely they will contact you directly.

To manage your questions and answers:
  1. Go to My eBay.

  2. Click the Account tab, then click Site Preferences on the left-hand side.

  3. Scroll to Manage your communications with buyers, then click Show.

  4. Click Edit next to Manage your questions and answers (Q&A) page.

  5. Tick the Show Q&A box if you want your customers to view your Q&A page before contacting you.

  6. Select the topic and questions you’d like to review. Click the Don't show to buyers link if you prefer buyers not to see this question.

  7. To add a new question, click Add a question and complete the relevant details.

  8. Click Submit to save.

Remember to capture any new questions that buyers ask so that you can add to this page and continue to enhance it.

Once a sale has been made

"Where is my item?" is the most frequent question you'll get once a sale has been made. The following steps will help you to manage your buyers' expectations.

Mark items as dispatched
  • This gives buyers information about when the item was posted and when they can expect to receive it

  • You can mark an item as dispatched in the following ways:

Provide tracking information
  • This allows you and your buyers to easily check on the status of your packages

  • Providing tracking information is key to avoiding a case by a buyer that they did not receive the item

To upload tracking information in My eBay:
  1. Go to the Sold section of My eBay.

  2. Tick the box next to the items for which you want to add a tracking number.

  3. Click Add tracking number.

  4. On the Add/Edit/Delete Tracking Number page, enter the tracking number and the name of the postal service you used.

  5. Click Submit.

Print your postage labels from My eBay or PayPal
  • Automatically sends an email to your buyer letting them know that their item was posted

  • Avoids you having to queue at the post office

Contact us

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