How to efficiently set up customer FAQs on eBay to improve user experience
For sellers active on eBay, handling inquiries from potential customers is part of daily operations. In order to improve efficiency and ensure that buyers can quickly obtain the information they need, eBay provides the ability to set up frequently asked questions (FAQs) so that buyers can find answers without contacting sellers directly. The following are detailed setup steps:
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First, log in to “My eBay” and click on the “Account” option, then select “Manage communications with buyers.”
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In the newly opened page, find and click the “Edit” button next to “Manage questions and answers” to enter the specific management interface.
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If you want to display specific information when buyers check out, you can check “Include a message at checkout when they pay” (display a message when customers check out); at the same time, if you allow buyers to send messages through eBay during the shopping process, Sellers should enable the “Send you messages on eBay while they’re shopping” feature.
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Next, in the “Select a topic to review answers” section (select a topic and set answers), you can choose different categories of questions to preset, such as questions about logistics, just click on the left sidebar The “shipping” option can be used to start the configuration. Additionally, you can create custom Q&A pairs by clicking “Add a question” under “Your Q&A.”
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For those questions that you do not want to show to buyers, you can select “Don’t show to buyers” under “Auto answers”; conversely, if you want to re-enable a question , click “Show to buyers”.
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Finally, after confirming that all settings are correct, don’t forget to click the “Submit” button at the bottom of the page to save your changes.
In addition, if the preset questions cannot cover all situations, sellers can also use the “Add more questions” button at the bottom of the page to add more customized questions and answers to more comprehensively answer various questions that buyers may encounter. .
It is worth noting that even with an exhaustive FAQ list, there may still be special situations that cannot be solved through automatic replies. In this case, the buyer can contact the seller directly by clicking the “Contact the Seller” button on the page for further assistance.