Bidders dispute charges when they're dissatisfied with a product. Learn how to deescalate situations to avoid friendly fraud.
To avoid chargebacks, it's crucial to maintain a customer-focused approach, especially when dealing with challenging situations. Explore these helpful customer service tips to minimize potential disputes!
Listen actively: Pay full attention to your customers. Let them explain their concerns without interruption. You would be surprised how many issues can be deescalated with simple solutions!
Empathize: Understand and acknowledge the customer's feelings. Show empathy even if you can't immediately solve their issue. The more you’re on their side, the more likely they are to work with you!
Be patient: Stay calm and patient, especially when dealing with frustrated or upset customers. When emotions are heightened, people say things they don’t mean. It’s easy to get caught up in the moment—if you stay calm, and keep perspective, you’re more likely to quell customer concerns.
Communicate clearly: Use clear and simple language. Avoid jargon or technical terms unless you know the customer understands them. Remember: bidders don’t always read your terms and conditions! Try keeping all instructions and descriptions to the point.
-Use the special instructions field for need-to-know details.
-Repeat important info in as many places as possible.
Take responsibility: If something goes wrong, take ownership of the issue and work towards a resolution.
-If an item was broken at pickup, tell the bidder you're sorry, mistakes happen, and you'll get to the bottom of it.
-If you can't authenticate an item, do not claim it to be authentic. Fake goods will just get you in more trouble than they're worth.
Stay positive: Maintain a positive attitude, even in challenging situations. It can help diffuse tension and create a more pleasant interaction. Try to create as many connections as possible.
Learn from feedback: Use customer feedback as an opportunity to improve your service. Act on constructive criticism to enhance your skills and processes.
Personalize interactions: Tailor your responses to specific situations. Even if your policies are clear, there will come a time when exceptions have to be made.
-Talk to your bidders at pickup!
-Ask them questions about their wins.
-If they're dissatisfied with one item out of many, focus on the positive. Ask to make sure they're happy with everything else.
Respond in a timely manner:
Be mindful of the time it takes to resolve issues. Respond promptly to bidder concerns.
-Decide how your auction manager will receive auction notifications when you create your sale.
-Make sure you're available when your auction is closing.
Be proactive:
Anticipate common issues or questions, and provide information or solutions before customers have to ask. Consider the following:
-Create email templates for frequently asked questions. Keep them on a google doc and use copy & paste when bidders ask!
-Create an FAQ to send bidders when need be. You can do this via your static pages. CLICK HERE to learn more about customizing your page!