Sign up for an account with a company which offers this service. Companies that have been selected by other eBay sellers include Parature (www.parature.com) and Hosted Support (www.hostedsupport.com).

Note: Knowledge base providers generally charge a monthly fee for their service. You will be charged directly, not through your eBay account.

Once you’ve completed sign up, enter your most commonly asked questions along with the appropriate answers. When buyers make inquiries via the "Ask seller a question" form, they will be redirected to the self-service knowledge base and where they’ll be able to find answers to their questions. Alternately, some knowledge base services automatically respond with an appropriate answer when buyers ask questions.

Use the token provided by the service to link your self-service knowledge base to your eBay account.

Go to My eBay>Preferences and then click the “Show” link in the “Ask seller a question” section.

Click the “Edit” link next to “Send buyers to self-service knowledge base.”

On the Knowledge Base Preference page, select “Yes,” and then click the Submit button.

Go to My eBay>Preferences and then click the “Show” link in the “Ask seller a question” section.

Click the “Edit” link next to “Send buyers to self-service knowledge base.”

On the Knowledge Base Preference page, select “No,” and then click the Submit button.

Log in to your knowledge base provider and cancel your account.