Step #5.1 Satisfaction Guaranteed
Do you remember your first purchase on ebay? Maybe it was even back in the day before Paypal, and you sent a check or money order in the mail. Not without some trepidation, I am sure. Everyone could be a potential crook! They may never send me my item! Or, they will do a bait and switch-take a picture of a great item and will send me a cruddy one instead! Fears, perhaps not unfounded, ran through your mind. I think it is safe to say that the person buying on ebay for the first time may feel the same way, even today.
Which begs a question: should I offer a satisfaction guarantee? Boy, I wish I had a good, pat answer to give, but after years of experience I feel it is a personal choice. That being said, I choose to offer my customers a no questions asked satisfaction guarantee if they contact me within three days of receiving the item. My thought has always been that I must allow for my opinion and the opinion of my buyers to vary. And we may not always see the item in the same way.
I sell designer purses and accessories. If electronic equipment was my speciality, I may not feel the same way. Some categories lend themselves to people who are a bit shadier than others, so consider what you have chosen to sell.
Will you get burned by offering a satisfaction guarantee? Maybe. But I can only think of a few times when I have begrudgingly refunded money. Like the time a female pastor said that the interior of a purse was dirty when in reality it was just the adhesive bleeding through the fabric that adhered the lining to the purse. But, in her defense, I should have noted it! And she was a pastor!
To be steadfast in your grit and determination not to refund money will not earn you friends or repeat customers. Just keep that in mind, and comtemplate if it is worth a negative on your feedback. Especially if your feedback is under 100-ouch!
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