Customer Service Tips

Providing exceptional customer service encourages buyers to return time and again. Managing tricky situations and building a strong rapport with customers can be achieved by following some basic principles for providing excellent customer service:

  • Provide accurate item descriptions, including any flaws. 
  • Include high-quality product photos.
  • Clearly outline your payment, postage, and return preferences. 
  • Post items quickly, once you’ve received payment. 
  • Upload tracking information to My eBay, so buyers can follow the delivery.
  • Respond to questions and enquiries promptly. 
  • Keep communications friendly, open, and honest. 
  • If you have an issue or delay, let your buyer know as soon as possible.

Here are a couple of ways we help you deliver superb customer service:

My eBay automated emails

We’ll send automated My eBay messages to your buyers when they make a purchase, to remind them to pay, provide tracking you’ve uploaded, and ask them to leave Feedback. 

Save Time with Question & Answers

When buyers click Ask a Question in your listing, you can choose to show them a set of pre-answered questions. Providing answers to common questions upfront will save you time by reducing enquiries, both before and after a purchase.

Go to My eBay > Account > Manage communication with buyers > Manage questions and answers to set them up.

Avoid Cancelling Transactions

Cancelled transactions lead to disappointed customers, and defects against your seller standard. Here are some things you can do to prevent this from happening. 

  • Keep your inventory well stocked. If you subscribe to Selling Manager Pro, you can set up alerts to tell you when your products are running out.
  • If an item becomes unavailable, end your listing or update your listing quantity immediately. 
  • If you activate the out-of-stock feature, we can automatically hide your multi-quantity, Good 'Til Cancelled listings when they reach a quantity of zero.
  • Store your items in a safe, secure area to prevent damage or loss.
  • If a buyer contacts you to request a cancellation or refund, use select "buyer requested" as the reason for the cancellation. Buyer-requested cancellations don't count as defects.

Successfully Resolve Return Requests

When you receive and review a return request, you can choose to offer a full or partial refund, replacement, repair or exchange.

As long as the buyer is satisfied and doesn't contact us for help, the return won't count as a defect. We’ll only count a return request as a defect if we’re asked to step in to help with an issue, and we find that you were responsible. If we close the case in your favour, or determine no one is at fault, you won’t receive a defect.

If you’re having an issue with a buyer, and you’d like us to step in to help, you can report a buyer, or go to our Resolution Centre. 

Rate Tables

Set up Buyer Requirements


You can use buyer requirements to help reduce your exposure to buyers who make transactions more difficult or expensive. Go to Buyer requirements in My eBay to get started.

Additionally, if you don't wish to sell to certain eBay members, you can block bidders or buyers from your listings by entering their username. That member won’t be able to buy or bid on your listings.

Similarly, use the buyer requirements exemption list to specify which eBay members can buy from you regardless of any buyer requirements you've set.