If you're a casual eBay seller thinking of taking it to the next level, there are several things you can do to make sure you're providing a good service – one that customers will come back to.

Fulfilment is key to customer satisfaction. One thing that buyers won't tolerate is shoddy delivery. This is especially true in the Age of Prime, where Amazon shoppers can receive their goods overnight.

In this article, we take a look at some top fulfilment tips for eBay sellers.

1. Think like a customer

Getting the fulfilment side of things in order is all about meeting customer expectations – and these could well be expectations that you share.

Some customers want the moon on the stick and are never satisfied – but most of us just want the following:

• The product to arrive undamaged

• Affordable postage and packing prices

• Speedy delivery



• Accurate delivery times

If you think like a customer, you're way more likely to give them what they want.

2. Meet expectations

There are three main advantages to meeting these expectations.

The first is that you won't receive complaints. Complaints aren't only demoralising – they also soak up time and energy that could be spent on building your brand. Not to mention the money lost on issuing refunds.

Secondly, as a growing eBay seller, you're dependent on positive feedback – that all-important percentage listed under "seller information". You want to keep that number as close to 100% as possible to stop a potential customer from clicking away from your page.

Thirdly and finally, meeting customer expectations with regards to fulfilment means you're more likely to increase your monthly sales – and in doing so, you unlock savings on eBay fees.

In turn, the savings you make on eBay fees can lead to lower P&P – a surefire way of keeping customers on your page. After all, there's no point in having a slick fulfilment service if people aren't buying in the first place because of your high P&P.

3. Keep your feedback as positive as possible

As with Google Reviews, feedback on eBay is crucial to shifting units.

The odd bit of negative feedback is all but inevitable. But there are steps you can take to keep them at bay.

• Insure your deliveries.

• Dispatch promptly – preferably as soon as the payment is completed.

• Stay on top of communications from the customer. Answer queries promptly, politely and clearly.

4. Make your postage and packaging professional

Packaging isn't simply a vessel for your product. It communicates something about your brand. While there are instances where plain, neutral packaging can work, most customers have come to expect branded packaging.

But even before considering logos, slogans and other branding, there's the question of getting the product to the customer undamaged. This is mission-critical as any damaged goods will lead to adverse feedback.

What this means in practice obviously varies from sector to sector and product to product – clearly, a dictionary salesman will take a different approach from a purveyor of plaster busts – but it boils down to boxing and packaging items appropriately.

5. Make sure you choose the right type of packaging

Some goods require specific types of packaging. For instance:

• Fragile items. These need a box where the item can't move around inside. Think of it like packing a removal van – you want the item to be squeezed in as much as possible. And you'll want a parcel with thick sides in case it gets bumped in transit. For these types of items, a double-wall box could be best.

• Posters and prints. To make sure these don't get torn or bent, you'll need to roll them up and put them in postal tubes.

6. Get the size right

To know how big your packaging should be, you need to have accurate measurements of your products. (Taking measurements is also good for product descriptions – the more information, the better for the customer.)

The basics are that you need to fit your product and any protective padding comfortably inside so they're neither too loose nor too tight.

7. Pad and protect

There are many types of protective material available. These include:

• Bubble wrap
• Foam peanuts
• Shredded corrugated cardboard
• Inflated plastic bags

You'll want to choose the one that offers the right level of protection at the right price point.

If the item you're sending is heavy, consider corrugated corner protectors.

And if you're sending multiple items that need to be kept apart, you can use dividers. This works well if you're sending several items of glassware, for instance.

8. Stock up on packaging

If you have regular stock, you'll know what packaging you need. So it makes sense to buy in bulk – that way, you're spending less per unit, which has a positive effect on the customer's delivery charges.

9. Make your branding sing

So far, we've focussed on how to keep products safe in transit as a way of meeting customer expectations. But there's also the equally important question of presentation.

The post office will provide you with a plain, informative label – but there's always the option of customising your labels. This makes your parcels identifiable and helps lodge your brand in the customer's mind.

10. Don't hide the full price

One mistake that new sellers can make is to not clearly display shipping prices.

Many eBay purchases are made on impulse – so you don't want to drive away a potential customer by making them message you for further details.

11. Add tracking

One simple step to take would be to add tracking so that customers can see their product's journey from door to door. If you buy and print labels using eBay Delivery, tracking is uploaded automatically.

The bottom line

Selling on eBay can be lucrative and rewarding – but you're constantly in competition with other users. It's hard to foster brand loyalty among your customers.

For these reasons, it's essential to provide a service that's professional, speedy, affordable and accurate. Take selling seriously and the rest will take care of itself.

Do you want to forget about order fulfilment and put your energy into growing your eBay business? At Stowsafe, we can make that happen. We store, pick, pack and dispatch goods for you. Interested? Learn more about our eBay fulfilment services.