Mobile Eyes Ltd,
37 Eversley Grove,
Sedgley,
Dudley,
West Midlands,
DY3 3RF
A lot of the higher volume eBay sellers are businesses. They depend on eBay to make a living. This means that they strive to offer a high level of service to buyers as without them, the business could not operate. An unhappy customer will shop elsewhere so sellers try to ensure that all buyers are satisfied with their eBay experience to ensure they return in the future.
We always want things to run smoothly but, unfortunately, this doesn`t always happen. Inventory systems are notoriously fickle with stock levels, couriers supplying stock can be unreliable and then there is the classic....the lost in the post items. In the ideal world these problems would be non-existent but we`re only humans and humans make mistakes. But, be assured that the sellers get as frustrated as everyone else with problems, all they wish to do is to get your goods to the buyer as quickly and efficiently as possible.
The feedback system is a buyers way of summing up their experience. Its is the lifeblood for sellers and keeping perfect percentages is something we all strive for. Sometimes feedback is left which seems a bit unfair. On investigation, the reasons most sellers find that it can be down to one of three things. Below I have listed the main concerns and given the sellers viewpoint. Please take time to read these carefully and it will enhance the whole eBay experience for all of us!
Postage - items have to be processed, packaged, entered onto the postal system then taken to the post office. This takes time and materials; boxes, envelopes and tape cost money. Most sellers endeavour to keep the postage as low as possible but please take into account the whole picture when looking at postage charges. To give you an idea of the material costs, we have a dedicated despatch person who will spent six to seven hours a day packaging items ready for the post or the courier!
Communication. - conscientious sellers give a few contact methods. No one system is infallible. eBay messaging can be slow due to volume (we have had some messages appear three months after they were originally sent!). Email servers can crash and not everyone is available to answer the phone 24/7 so please allow a certain time for a reply. If one method gets no success try another! Just because theres no answer on the email doesn`t mean you`re being ignored! Pick up the phone and give the seller a call, they may be swamped with emails or suffering a server crash. Also, the internet never sleeps but sellers do! Please allow extra time for replies sent in an evening, over weekends or during holiday periods. Most sellers will answer questions as soon as they see them but, if they are away from the computer for the weekend, this may not be until a Monday morning. Please allow for this.
Payments - please allow time for payment processing. Cheques sent through the post don`t always arrive next day. Delays with the Royal Mail are common even with First Class so this needs to be taken into consideration.
Paypal have an E-cheque system and some buyers can make a payment with this method and think that the money has gone through instantly. This isn`t so, E-cheques can take five to six working days to clear and Paypal policy advises that goods remain with the seller until the payment clears and they give the go-ahead to ship. This can cause obvious delays to despatch so please make sure you check the payment method with Paypal and allow for it.
The main keyword on eBay is communication. It is vital for all of us. If an item is late we only know when you contact us. On the rare occasions that a despatch error is made we only know when you get in touch.
Please, if there are any concerns please contact us to give us a chance to resolve it for you before feedback is left. We are here to advise and help everyone because customer satisfaction will always be our number one priority. Please give us a chance.
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