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Communicating with your trading partner
In this article
In this article


The key to successful sales is effective communication between buyers and sellers. Sometimes, though, misunderstandings can happen. Resolving them is a matter of good communication.

Here are some tips that can help you work things out with your buyer or seller.

Focus on the problem, not the person.
Start by assuming your trading partner is doing their best. Usually problems are a result of simple miscommunication. And anyone can have an emergency or a payment problem that's not their fault.
Make it clear to your trading partner that you see the situation as resolvable, and that you don't assume they've acted with bad intentions. They'll usually respond in turn, and you can resolve your problem quickly.
Talk about the situation you want to resolve and potential solutions, not what you think of your trading partner's character. Insulting your trading partner almost always makes the situation harder to resolve.
Think about the big picture.
No one enjoys having to work out problems, but you can keep your perspective. Rather than getting caught up in the feelings of the moment, remember this is just one transaction, with many more possible in the future. Try to see your trading partner's side too. In the long run, you'll want to resolve this quickly, get the best results you can, and avoid negative Feedback.
Look for creative solutions.
Be flexible and find solutions where both you and your trading partner get what you're looking for. For example, if a buyer has a hardship that makes it difficult for them to pay you, rather than opening a case for an unpaid item (and having the buyer can get an unpaid item recorded on their eBay account), the seller might consider canceling the transaction and relisting the item.
Avoid using Feedback as a threat
Every eBay member's reputation is dependent on Feedback left by their trading partners. Threatening someone with negative Feedback usually makes them less cooperative. It's also against our Feedback policies and can result in more problems for you.
Only leave negative Feedback once the issue is over, if you're unsatisfied with the outcome, and feel the other member acted unfairly.
Remember that customer satisfaction is good business.
Research shows that buyers are 10 times as likely to talk about a negative buying experience as they are to talk about a positive buying experience.
Sellers can prevent problems by creating effective listings, responding swiftly to buyers' questions, and shipping promptly after receiving payment. This can get sellers great Feedback and bring buyers back for more.
If there's a transaction problem, respond quickly and fairly. Buyers tend to be even more loyal to sellers with whom they've resolved problems than if they had no problem.
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