This simple DO'S & DONT'S guide, written by an eBay member who is both a buyer and a seller, is aimed at those who thought they didn't need to read the instructions that eBay provides, and found out the hard way that online shopping is not a computer game. It is also - and more importantly - aimed at those who recognise the scale of the opportunity which eBay represents, who want to be part of the action, and who are committed to 'getting it right', right from the start. These are the people who will, over time, become the 'backbone' of global e-commerce: regular participants who conduct themselves responsibly and professionally in a market place which is expanding at such a rate as to render obsolete some categories of conventional retailing. In buying and/or selling on eBay, we are not just buying and/or selling products; we are part of a global momentum which is changing the way society thinks, and operates. The implications are huge. From an individual point of view, however, we are engaged in the exchange of goods for dollars, and it is in the interests of all participants that this process be carried out as quickly, smoothly, and harmoniously as possible. A few simple, common-sense guidelines will help to achieve this.

A successful transaction on eBay, as in any other business context, is largely the product of successful communication, on both a public and on a personal level. On a public level, the seller presents an item for sale, and the buyer expresses interest through the bidding process. With the fall of the hammer, a legal relationship is formed. How smoothly the transaction is concluded will depend now on the quality of the personal communication between the two parties - the buyer and the seller. This is where, for some players, the game becomes challenging. Negative feedback is the sad outcome of the failure of at least one of two essentials of good communication - COURTESY and CLARITY.

Being CLEAR about our obligations as buyers on eBay is fundamental to a successful and enjoyable eBay experience. YOU BID, YOU WIN, YOU PAY is, of course, the bottom line in the auction business. Payment is expected within a specified time, and in a specified manner. Seller terms and range of payment options offered by eBay sellers vary considerably, and it is important that you read these carefully BEFORE bidding. Always check the seller's feedback before deciding to bid, especially if a significant amount of money is involved in the purchase. Understand how the feedback system works (eBay provides a detailed explanation of what the numbers mean). DO take time to read examples of feedback received, and also of feedback left for others. The latter is often more revealing than the former of the type of person you are contemplating a trading relationship with. Check also the seller's return policy, and whether s/he ships to your location.

Read the seller's payment instructions carefully before you bid, and understand precisely WHEN payment is due, and in WHAT FORM it is due. If you think that you may have difficulty in complying with the seller's instructions (eg, not having a PAYPAL account, or being unable to make payment within the specified time), but you would like to bid on the item, contact the seller BEFORE placing your bid, and explain the situation, clearly and concisely. Your courtesy will be appreciated. Chances are that a satisfactory arrangement can be negotiated. Respect the fact that the seller has relaxed the rules for you, and stick to your word.

Remember that your payment total includes the item price, and the cost of shipping. If the cost of shipping is not specified in the item description, it is a good idea to enquire before bidding, especially if the seller is overseas and/or the item is heavy (a book, for example). DON'T leave your enquiry until the last minutes and expect the seller to get back to you in time. And DO - PLEASE! - let the seller know where you are! Australia Post calculates postage on the basis of weight/distance, so for an Australian seller to provide an Australian buyer with an accurate shipping quote, s/he needs to know your postcode. A foreign seller needs to know what country you are from. It is also important to understand that 'shipping' and 'postage' are not the same thing. Postage is what the postal service charges to transport an item from A to B. But this may not be the seller's only cost in getting your item safely to you. Expect to pay a reasonable amount for packaging materials; it is worth a bit extra, to know that your item will arrive intact. Some sellers charge a handling fee; it is a good idea to clarify this beforehand, too.

Failure to read payment instructions carefully is an effective way to earn negative feedback, but it is surprising how many buyers also fail to read item descriptions properly. DON'T just look at the picture - like the buyer who decided that she liked the shoes depicted on the cover of a book and enquired of the seller 'what size are these?'. Read and UNDERSTAND the description. If there is anything you are unclear about, or if you genuinely need more information, contact the seller, and ASK. Item descriptions are sometimes ambiguous - even misleading - not because the seller is intending to confuse or deceive, but because his/her language skills or product knowledge may be inadequate. A little courtesy on your part can help when clarity on the seller's part fails; try to resolve any uncertainty about an item BEFORE bidding. (Don't be lazy though. If, for example, measurements are given in inches and you prefer centimetres, do the conversion yourself. If you don't know the meaning of a word used in the description, look it up in the dictionary. If it isn't there, or it doesn't make sense in the context in which it is used in the description, THEN seek clarification from the seller.)

Understand that, unlike in the local shopping mall, not everything offered for sale on eBay is NEW. If it is not described as brand-new with tags, unopened, in original sealed box, or in otherwise pristine condition, don't expect it to be perfect. Look for factual, quantifiable information in item descriptions, and be very wary of superlatives. What is AWESOME to one person may be HO-HUM to another.

Having won the item (CONGRATULATIONS!), make contact with the seller, promptly - either following receipt of the invoice, or by using the 'request total' message. The quality of communication between buyer and seller from the point where direct communication is established is critical to the smooth conclusion of the transaction. It is immensely helpful if you always use the email reply function in correspondence with your trading partner, so that both parties have a complete record of transaction progress, and retain all correspondence until the transaction is concluded. Bear in mind that sellers may be dealing with a large number of customers, each of whom has three names - their ID name, their email name, and their actual name. Avoid adding to the confusion through using different email addresses for correspondence with the same person, relating to the same item. And allow the seller reasonable time to reply before repeating your enquiry.

It is best to wait for the invoice before making electronic payment, even if you have previously received an accurate shipping quote from the seller. It is up to you to ensure that the details you have registered on eBay are correct, ie that your email address and your mailing address are valid. Your item will be shipped to the address that you have registered on eBay, unless you specify otherwise. If you don't live there anymore, don't blame the seller if your item does not find you. (And don't request a shipping quote for one postcode and then ask for the item to be shipped somewhere else and expect the postage to be the same.) If the seller's preferred payment method is one that you don't have, as a matter of courtesy, ascertain as quickly as possible (preferably before bidding) alternative payment options. If your personal circumstances disrupt the punctual conclusion of your eBay transaction, try to keep your trading partner updated. This simple courtesy will save the seller's time (no need to send reminders etc), and also keep you out of the negative feedback danger zone. Again, communication is the key to a successful transaction, even - and especially - one that is delayed.

Understand that the only form of payment which is confirmed immediately is payment made through Paypal. It is possible - depending on the timing of the auction, the speed of online payment, the promptness of shipping, and the relative locations of buyer and seller - for an eBay transaction to be concluded (including both feedbacks posted), within 24 hours. All other forms of payment will take longer to arrive and to process. Direct deposits may take 48 hours to appear in recipient's accounts. Mailed payments may take several days, and cheques several more days to clear. Post offices are not open on weekends. Seller shipping schedules vary. The postal service may be less frequent in some areas than in others. (Australia is not called a BIG COUNTRY for no reason!) In other words, buyers need to have reasonable expectations about the interval of time between sending payment and receiving an item. And don't assume that the seller is at fault if an item is 'late'. Once an item is posted, the seller has no control over it, and no knowledge of its precise whereabouts in the delivery process. If you are concerned about the security of your item and/or the speed of delivery, ask for Registered Post or Priority Paid when requesting shipping information, so that it can be included on your invoice. If mailing your payment, include a copy of the invoice.

When your item arrives, inspect it carefully. Hopefully, it will exceed all expectations, and you will be thoroughly delighted, and post glowing positive feedback immediately. If it is not quite as you expected (or wished) but it IS as described, and you received good service from the seller (ie the item was appropriately packed, and promptly shipped, and there were no problems relating to the conduct of the transaction) then you have have no reason to leave less than positive feedback (though you might not wax poetic). If you feel that the item is significantly NOT as described, or it arrives damaged, contact the seller immediately, explaining your concerns clearly and courteously, and give him/her the opportunity to make restitution if s/he is at fault. In some cases - such as a piece of jewellery described as solid gold actually being gold-plated - it is very clear that the seller is in error. Other cases may be more complex. Damage occurring in transit cannot be blamed on the seller (although where an item has been poorly packed, the seller may have a case to answer). The difference between turquoise and aqua is not reasonable grounds for the posting of negative feedback. Shoes not fitting is not reasonable grounds for the posting of negative feedback if the size was accurately noted in the item description. An item arriving within what 99% of the population would consider a reasonable time but you wanted it yesterday is not reasonable grounds for the posting of negative feedback. Issues may be referred to the eBay dispute process if trading partners are unable to reach agreement. As a general rule, never leave negative feedback as a first resort, and if, with the best will in the world, the differences between buyer and seller cannot be resolved, leave feedback which is concrete and factual, and NEVER engage in personal abuse, even if provoked. The purpose of feedback is to provide an honest assessment of your experience of an eBay transaction, for the benefit of other members of the eBay community. Unfortunately, some members abuse this forum; ultimately, this abuse reflects more on their character and conduct than it does on yours. If you receive intemperate and unjust feedback, respond calmly and with dignity, and take a karmic view.

Trading on eBay is a bit like driving a car - one learns from experience. But, like driving a car, one learns faster and travels safer if one is receptive to instruction, and willing to follow a few simple rules. So put on your eBay L-Plates, and start shopping!

Beverley Carter

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