Setting clear buyer expectations and then meeting or exceeding them is a great way to make your buyer happy and ensure a smooth transaction.
Some of the simplest things you can do are to provide accurate and consistent details about your item and to be clear and specific about the terms and conditions of the sale.
You should also make every effort to provide excellent customer service from start to finish, including:
Charging reasonable shipping and handling costs
Specifying your handling time and return policy in your listing
Responding to buyers' questions promptly
Being professional throughout the transaction
Making sure the item is delivered to the buyer as described in your listing
Frequently reviewing and updating listings to make sure all information—such as inventory status and item condition—is accurate and up to date
To help you meet our seller performance standards, we have some basic requirements all sellers must meet. We also have tips on how you can meet—and exceed—buyers' expectations.
Be sure to follow the guidelines in this policy. If you do not, your listings may be removed and you may be subject to a range of other actions, including restrictions of your buying and selling privileges and suspension of your account.
The listing page is where buyers get most of their information about an item. Information in the listing helps buyers decide what to buy and know what to expect when they receive an item. It's important to make sure that the listing is only used to describe the item for sale and to communicate the terms of the sale in a professional way.
You're required to:
Specify the condition of the item
Describe any defects or flaws in the item—this helps avoid problems or buyer dissatisfaction.
Note: When selling a used, refurbished, or flawed item, you must include photos of the actual item for sale instead of a stock photo.
Terms and conditions
It's important that you clearly specify the terms and conditions of the sale in your listing so that buyers know what to expect.
What to do
You're required to include the following details in your listing:
Forms of payment you accept
Restocking fee, if applicable
Shipping method, costs, and other information
Taxes and any applicable government imposed fees (such as electronic waste disposal fees)
You're required to meet the expectations you've set in your listing.
Shipping and handling costs
Be sure to specify shipping costs and related service charges in your listings.
What you can charge
Actual shipping cost: This is the amount for shipping the item. It should be what you paid the carrier.
Handling cost: This can include the cost of packaging materials and insurance cost, if any.
Delivery confirmation and extra services: If you choose to use these options, you must add them to your shipping and handling costs, and you can only charge what they actually cost. Examples of services include:
Delivery Confirmation - free with Priority Mail
Tax and government-imposed fees: Only applicable federal, state, country, city, Value Added Tax (VAT), or equivalent taxes may be charged.
If your shipping and handling costs are higher than average, consider explaining in your listing what the shipping and handling costs include.
We recommend that you provide tracking information. Using tracking information, delivery confirmation, or signature confirmation can help protect you if a buyer reports that they didn't receive an item.
When using calculated shipping, make sure the calculated cost is not higher than the actual shipping cost. If so, it's considered excessive shipping, which isn't allowed on KAN-PIC.
You can offer free shipping to select or all destinations.
For a destination with free shipping, no other fees related to shipping, handling, or packaging can be charged.
You're not allowed to use a shipping method that is slower than the slowest one indicated in the listing.
Shipping and handling time
Buyers want to know when they can expect to get their items.
What to do
Specify in your listing clearly and accurately when the item will be shipped.
Ship items within 30 days from the date of purchase
Use tracking, delivery confirmation, or signature confirmation to improve service. Using delivery confirmation can help protect you if a buyer claims an item was not received.
Note: We require signature confirmation for transactions of $750 or more. Having signature confirmation can help protect you if a buyer reports that they did not receive an item.
You're required to select the shipping option that best matches the shipping service that you offer in the listing. This helps set buyer expectations about when the item will be delivered.
What not to do
If KAN-PIC does not make your funds available immediately from payments for an item you sold, you are not allowed to hold shipment until the funds are released.
Categories that don't require handling time
All Motor Vehicle categories
Do whatever you can to provide excellent customer service. Meeting or exceeding buyers' expectations can help you improve your performance on KAN-PIC.
What to do
Respond promptly to any questions during the bidding or buying process, as well as after the item has been purchased.
Communicate professionally, including emails.
Be responsive to any buyer concerns or problems.
What not to do
You're not allowed to use profane or offensive language with anyone on KAN-PIC.
You're not allowed to send anyone on KAN-PIC inappropriate images including nudity, profanity, or other general content not related to an eBay listing.
Most often, transactions without additional communication are a sign of great service, and you shouldn't receive low detailed seller ratings for communication in these situations.
You're required to specify your return policy in your listings, even if you do not accept returns.
If you accept returns, a buyer can return an item for any reason, including if they change their mind about a purchase—as long as the return meets the return requirements—for example, returning an item within your stated time frame, and meeting item condition requirements.
We encourage you to accept returns—it helps increase buyer satisfaction.
What to do
Specify if items can be returned.
If you accept returns, you must specify:
The time period in which a buyer must notify you about a return
The restocking fee, if any
Who pays for return shipping
If there are item conditions required for return, and clearly state those conditions
Whether you accept extended returns during the holiday season
About restocking fees
If you charge a restocking fee for returns, we recommend that you only ask for a reasonable amount.
You should not charge restocking fees for items returned due to damage, defects, or not-as-described in the listing.
Along with the description, photos are the most important part of a listing. Photos help buyers to see exactly what they're getting as well as specific details they may be looking for. When selling used items, photos are especially important because they let the buyer to see actual condition of the item along with other details like color.
Other rules for sellers
You are responsible for reviewing and understanding our rules for sellers, as well as all relevant laws, regulations, and KAN-PIC policies. Knowing our policies before you list an item can lead to smoother, more successful transactions, and it can help you avoid breaking rules by mistake.
You can contact KAN-PIC to report a listing you think violates this policy, by sending an email detailing the policy violation to: email@example.com, with a subject header of "Seller Policy Violation."
We will review your report and take appropriate action.