99p delivery charge… from Hong Kong!

April 30, 2012

I bought something on eBay yesterday. Not exactly an unusual occurrence, I buy lots on eBay, but this time I chose to make the purchase from a seller in Hong Kong. The item wasn’t particularly expensive, but it’s light in weight. eBay’s Best… Read more

Written by Chris Dawson · Filed Under Customer Service, Ecommerce | 24 Comments 

Uship name “white van man of the year 2011”

January 10, 2012

Uship, the transportation marketplace for freight, household goods and vehicle delivery has named its Transporter of the year. Rick Garrison owner of Newscourier offers his services via Uship and the company has praised his “can do” attitude… Read more

Written by Dan Wilson · Filed Under Customer Service, Ecommerce | 1 Comment 

Meet the company: miiCard (My Internet Identity)

January 3, 2012

Trust – the final barrier to online tradeTrust is becoming a big issue for online traders. Unlike marketplaces where feedback trust mechanisms are the norm as soon as you set up your own website how do your customers know that they can trust you?… Read more

Written by Chris Dawson · Filed Under Customer Service, Ecommerce, News | 7 Comments 

“Google Trusted Stores” launched as pilot program

October 3, 2011

Google have announced a pilot of “Google Trusted Stores” program to give shoppers reassurance when buying on the Internet. The program allows buyers to shop with confidence across the web in the knowledge that they’ll receive reliable, on-time… Read more

Written by Chris Dawson · Filed Under Customer Service, Ecommerce, Marketing, Selling Tips | 11 Comments 

OFT word of warning to the knicker mafia

August 15, 2011

The Office of Fair Trading has asked eBay to advise business sellers that they are obliged to accept returns and restrictions such as “We do not accept returns due to hygiene” are unacceptable. It is important to realise that the Distance Selling… Read more

Written by Chris Dawson · Filed Under Customer Service, Ecommerce | 29 Comments 

Should your website have product reviews?

March 27, 2011

When I set up my own ecommerce sites to run alongside my eBay Shops, one of the biggest reliefs was not having the daily, heart-stopping look at my feedback to see if any random customer had chanced to neg me overnight. It’s tempting to run with… Read more

Written by Sue Bailey · Filed Under Customer Service, Ecommerce, Web Design | 13 Comments 

Notice of a problem

February 15, 2011

I went to get some keys cut yesterday. Here’s the notice that the shop had up (I tried to get a picture but the man frowned at me): Please ask the price of keys before you request to have them cut. If you do not ask the price and the keys are cut,… Read more

Written by Sue Bailey · Filed Under Customer Service, Ecommerce, Marketing | 16 Comments 

How do eBay sellers stop buyers from ripping them off?

February 14, 2011

Once upon a time… there was a girl who put a thousand quid shirt in the post, the ordinary post, with no tracking. It went to Australia, to a buyer with -1 feedback, who’d paid with a credit card (this was before PayPal was even thought of)…. Read more

Written by Sue Bailey · Filed Under Customer Service, eBay, Ecommerce, Selling Tips | 49 Comments 

eBay UK promotes buyer protection just about everywhere

October 13, 2010

If you haven’t been through the eBay UK signin screen this morning, you may not have seen the huge great creative promoting buyer protection, so here’s a screen shot for you. It’s not just on the signin screen either: there’s a banner across the… Read more

Written by Sue Bailey · Filed Under Customer Service, eBay, eBay.co.uk, Featured | 28 Comments 

How not to respond to negative feedback

September 29, 2010

We’ve all been there: that moment when you see the red dot in the pristine line of green, reading the utterly unreasonable (and probably untrue) comment, furiously wondering if they know just what they’ve done… teeth grinding, reaching for the… Read more

Written by Sue Bailey · Filed Under Customer Service | 17 Comments 

How buying on eBay is changing

September 25, 2010

At the ChannelAdvisor Insite conference this week Rafael Orta, Head of eBay EU Trust and Safety spoke about how eBay would be shaped in the future. There were two main areas he spoke of – one the lessons to be learnt from large mail order… Read more

Written by Chris Dawson · Filed Under Customer Service, eBay, eBay.co.uk | 11 Comments 

Off-eBay sales to eBay buyers – would you?

August 30, 2010

. If you don’t have PowerSeller Board access, here’s the jist of the story: Buyer buys an item, buyer asks seller to add other items to order, seller says “go click BIN in my shop”, buyer doesn’t pay, seller files UID, buyer pays for original… Read more

Written by Sue Bailey · Filed Under Customer Service, Ecommerce | 22 Comments 

La Redoute UK, your website sucks!

August 13, 2010

I’m a bit of a fan of French clothing website La Redoute, and was relieved to see recently that they also deliver in the UK. I placed an order earlier this week, and because I’m an impatient person, checked their site this morning to see when my… Read more

Written by Sue Bailey · Filed Under Customer Service, Ecommerce, Web Design | 18 Comments