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It's
a dilemma that all sellers must eventually face: Should you
offer refunds and guarantees? Some sellers refund 100 percent of
the time, no questions asked, while others rely on an extreme
"All sales final" disclaimer that seeks to absolve
them from any responsibility once an item has been shipped. No
matter your philosophy, we've put together some advice and
guidelines on the subject of refunds and guarantees.
The
Pros
Need we remind you of the old adage that the customer is always
right? The benefit of providing refunds and guarantees is
twofold: First, it will generate more bids, and more bids mean
that you'll be fetching higher prices for your merchandise.
Let's face it: Buyers feel more comfortable bidding on
merchandise if they know the seller's sales policy includes
refunds and guarantees. Second, you will appear to be a
customer-friendly seller who's willing to go the extra mile to
make buyers happy. Offering refunds and guarantees is a great
way to establish a good rapport with your clientele; it lets
them know you're reasonable, conscientious, and willing to be
flexible if something goes wrong.
The
Cons
Unfortunately, there is a downside, which is why a lot of
sellers refuse refunds and guarantees. Unfortunately, scheming
bidders can take advantage of honest and well-meaning sellers.
Here's how the scam works: a buyer receives the merchandise,
sends back a fake item instead, and demands a refund. The buyer
not only gets the item, but earns a nice little profit as well.
The best way to prevent this from happening is to include a
disclaimer in your auction listing, something like "Refunds
will be given if buyer returns the item in the same
condition." That's usually enough to ward off sneaky
bidders from preying on your good intentions. You should also
always keep a copy of the item's serial number in the event a
refund is requested.
All
Sales Final
Some sellers opt to include an "All sales final"
disclaimer in their auction listings. But be aware that
including this stipulation can have negative consequences,
namely alienating potential buyers and causing a lack of
bidding. What might seem like a good way to cover your bases and
head off any potential cases of buyer's remorse can instead
become a significant liability. Many buyers will simply not
bother with "All sales final" auctions. Why? Well, it
gives the impression that the seller hasn't been able to sell
the item elsewhere, that he or she likely has something to hide,
and that the item is perhaps somehow damaged or flawed. If you
choose to go with the "All sales final" policy, you do
so at your own risk.
Pinpoint
Policy
Whether you offer refunds and guarantees or not, it's important
to clearly articulate your policy in your auction descriptions,
confirmation emails, and home page (if you have one). For
example, if you do not accept refunds or provide guarantees and
you encounter an unsatisfied customer who demands his or her
money back, then simply direct the buyer to your auction listing
and point out the passage that explicitly states "All sales
final. No refunds/guarantees given." Of course, if you do
accept refunds, you'll want to include mention of this--it will
elicit more bids. Clarify that you will give a refund only if
the returned item is in the same condition in which it was
shipped. In general, the best approach is to strike an
appropriate balance between reason and caution.
Don't
Sugarcoat
Also, your write-ups should be very specific and very clear. If
you're selling an item that has any blemishes, make sure to note
this. If an item is flawed and you fail to be up front about it,
then a buyer can legitimately demand a refund if the merchandise
arrives in less-than-perfect condition. Furthermore, it's a good
idea to set time limits for returns. It's not unreasonable to
expect a buyer to inspect merchandise immediately. You might
want to include a disclaimer that reads: "Refunds given if
item is not as represented, and if item is returned within five
days after it's been received by the buyer." Lastly, do not
send refunds unless the buyer has already returned the item in
question.
Remember: When it comes to
online auctions, the buyer is the one taking the biggest risk.
Unlike a live auction, there is no way for buyers to confirm the
merchandise physically. In general, a buyer sends payment before
the item is shipped. That puts the buyer in a vulnerable place.
As a seller, work to make the transaction go as smoothly as
possible.
Back to Auction tips &
tactics
by Vendio Services
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