Buyer expectations are pretty much always on the rise, and online selling is no exception. I’m not going to completely throw down the “blame Amazon” card, but I think we can all agree that Amazon sets the standard for online order fulfillment. When you buy something online, you’re now pretty much conditioned to expect free shipping and delivery in 2-4 days (all at a decent price, of course).

While your eBay shipping and handling policies may be close to Amazon-level, you are not Amazon and should not be held to those standards. Most buyers sadly don’t see it that way, so here are some eBay selling tips to help you set the right expectations (and potentially avoid problem buyers).

Write a Clear, Complete Item Description

Writing a comprehensive item description should already be a part your eBay rhythm, but it’s one of your best opportunities to tell the buyer exactly what it is they’ll be receiving. I know, bold of me to assume that the buyer will actually read the description, but you’re getting the specifics in writing if nothing else.

I wrote a more in-depth post on writing a solid item description (including templates), but here are the big takeaways for ensuring your description sets the right expectations:

1. If there are any glaring issues (like missing pieces, broken or damaged components), call them out specifically
2. If the item you’re selling has a model number, make sure you include it
3. If the item hasn’t been tested, be sure to state that
4. If the item has been tested and isn’t in full working order, be sure to state that
5. Even though eBay will show your shipping and handling, return, and payment policies, it doesn’t hurt to reiterate them within your description

If you write a description that tries to proactively answer buyer questions, you’re going to either help a buyer move forward with their purchase or determine which buyers aren’t even reading your description.

Don’t Overpromise Anything

I’m big on the “underpromise, overdeilver” mindset. That’s what I never set the condition on any of my games beyond “Good” even if they seem untouched. Although eBay provides their definitions of condition, I’ve found it to be so subjective in my experience.

With that in mind, it’s best to avoid lofty statements like “the best xxx you’ll find on eBay” or “works like brand new” since those will almost assuredly raise buyer expectations (or attract super picky buyers).

You also don’t need to give any shipping guarantees outside of your handling time. eBay will automatically place guaranteed/expected delivery dates on qualifying items, but you’re of course not in control of the package’s journey to your buyer beyond getting it to the post office. Feel free to assure buyers that you’ll ship the item within one business day or whatever your policy looks like, but never guarantee any delivery details within your item description or messages.

Avoid Stock Photos at All Costs

I mainly deal with used items, so I don’t encounter many instances where I would realistically use stock photos. There are definitely use cases that make sense, like if you’re selling identical brand new items in retail packaging, but keep in mind that the image is supposed to display the exact condition of the item.

If the picture shows specific packaging, the buyer is bound to expect that packaging. This is especially relevant for any collectible items, like video games, where the case variants and condition of the case/plastic wrapping could be really important for some buyers.

If you need to use stock photos, make sure that they truly apply to all of the items that you’re selling. If there’s an item with significantly damaged packaging, it’s best to sell that in its own listing with actual pictures of the item. It also never hurts to throw in some language around packaging within your item description stating that there could be some variance in packaging (or the item will not come in retail packaging).

Watch Out for eBay Buyer Red Flags

You can follow all of the above steps and still run into problem buyers who won’t be satisfied with their purchase no matter what you do. For the most part, they aren’t as common as many flippers tend to think but you also need to think about the type of buyer that your item could attract.

One of the eBay buyer red flags I previously covered (you can read all 9 right here) is excessive/unrealistic requests. Hopefully they reveal themselves before purchasing one of your items, but if you’re getting demanding messages from a current or potential buyer, proceed with caution.

If they haven’t purchased the item yet but are asking a ton of questions (wanting to know the item’s full history, asking how it works) or making tall requests (taking additional pictures in specific lighting, sending a video of the item working), my best advice is to block and move on. Even if you feel like putting in the effort for a potential sale and a decent likelihood of some haggling, know that buyers like these usually bring problems.

If you start receiving messages like those from an eBayer who has already purchased an item from you, it’s usually best to just cancel, refund, and relist. Try to get the buyer to initiate the cancelation first by answering their questions or letting them know that you’re not sure if the item will meet their expectations and offering to cancel the transaction.

Stick to Your eBay Policies

Remember that you aren’t obligated to deliver anything beyond what’s included in your listing and your eBay policies. Part of the reason that some buyers treat all online marketplaces like Amazon is because sellers have accommodated them and satisfied their unreasonable requests in the past. Don’t ever let a buyer bully you into doing more than you’re required to.

If you don’t have a one-day handling policy, you’re not required to send the item within one business day. Even if you day have a one-day handling policy, you’re not required to ship items on Saturday.

You should always try to pack items as safely as possible, but you’re not required to upgrade packaging (like using a box instead of a bubble mailer even if it would arrive safely either way) just because the buyer asks. If they’re willing to pay a premium for the additional materials, that’s a different story (though it would be a hassle to collect the additional fee if they already paid the original invoice).

Don’t get me wrong, it’s definitely going to take effort to stand your ground and push back when a buyer is being unreasonable. It may make more sense to you to take the path of least resistance and follow through with their requests if it means they get out of your hair—I know I’ve done that before. But just think about the precedent you’re setting for their future transactions.

What Now?

While you should always proceed with caution and work to best cover your bases on eBay, there’s no need to be all doom and gloom! Unless you’re in a whacky market (or doing something wrong), the greater majority of your transactions will be seamless. Hopefully these tips will help you avoid or or deescalate annoying situations when they do arise though! Feel free to share any of your tips or buyer experiences that have stuck with you.