Communicating with your buyer: Tip for sellers
Communication is an important aspect of providing great customer service for buyers on BuySellVouchers marketplace. Effective communication creates a connection with buyers and can encourage repeat business. Here are some steps to make sure you are successfully communicating with buyers:
Responding to messages from Buyers in a timely manner ensures that your shoppers feel heard and supported, especially if they have a question. We recommend replying to buyers within a few hours of receiving their message. Setting aside time to read and respond to messages from buyers each day can make this an easier task.
Be clear and professional
Keep your messages simple and focused. Too many details or unclear expectations can lead to confusion and miscommunication. Be sure to address the buyer’s specific questions and provide only relevant information.
Handling order issues or difficult customers
Sometimes an order won’t go as expected and it’s important to remain objective and professional. This also helps if you’re responding to a negative review.
If you encounter an issue with an order, proactively contact the buyer to discuss the situation. Inform buyers as soon as possible if there may be a delay with their order and talk about the next step. Use this opportunity to confirm if the buyer can wait for the order or if you should refund them.
If a situation escalates, take some time before you write your response, since your communication is a reflection of your business.
Tips for Buyers:
How to dispute a transaction
If the item delivered by the seller doesn't work as expected or doesn't match the description of the listing and the seller is unable to resolve your issue in a timely manner, you can open a dispute by selecting the "I have not received the item, or the item I received does not work or not as advertised" option on the order screen.
After a dispute is opened, the 36-hour countdown for auto-complete is stopped and both you and the seller can try to reach a solution until either you decide to complete the transaction or escalate the dispute to be reviewed and decided by the Complaint Team. When the dispute is escalated to our Complaint Team we will contact both, the buyer and the seller, asking for additional information such as evidence that the item didn't work or wasn't as advertised.
Please, make sure to provide concrete evidence that the item received doesn't work as expected. Failure to provide evidence can cause the claim to be denied.
Escalating a dispute
If no solution between You and the Seller is reached, you will be able to escalate the dispute. If you do so, you agree that from the moment of the escalation, the Complaint Team will be the party who will decide the dispute.
Required Evidence for Gift Cards:
- Fullscreen, uncropped, and an unedited screenshot of your account activation history from the time of the purchase until the moment the dispute is opened;
- Fullscreen, uncropped, and an unedited screenshot of the error associated with the code activation attempt.
- Fullscreen, uncropped, and an unedited screenshot of a chat with the Gift Card company’s Customer Support, asking for the redemption day and time of this code or what happened with the code/account.
- For the seller: Photos of the gift card's purchase receipt and the scratched card code.
Required Evidence for In-Game Items:
- Fullscreen, uncropped, and an unedited screenshot of your account trade history from the time of the trade until the moment the dispute is opened;
- If available, an uncropped and unedited screenshot of any chat logs between you and the seller in-game;
- If available, an unedited video of the transaction.
With the requested evidence, the Complaint Team will investigate further and will cancel the order, and issue a refund to the buyer if feasible. The buyer or seller may face punitive action if the Complaint Team finds either party is purposely defrauding the other.
In order to get Verified user status you have to upload required documents in Account preferences section and specify your current telephone number for contact by our manager.
2) You get the bonus after 20 hours from a moment of purchase. Even if you leave the positive feedback in 1 hour, you will get the bonus after 20 hours from a moment of purchase (Order is considered as paid when a merchant of a payment system you've chosen confirmed the payment)
3) In order to get the bonus you have to leave a positive feedback within 20 hours from the moment of purchase.
4) If you have all conditions fulfilled and still did not receive the bonus - please contact our support team.
The higher Seller rating, the more trustworthy is the seller. We recommend you to purchase products from sellers with high rating. Rating depends on the number of sales, as well as on positive and negative feedbacks. The negative feedback deducts 10 times more points from the rating, than a positive one adds.
On the Market, there are 5 Level groups of sellers. The higher the group, the more reliable seller.
Level group increases with the seller rating, but to get the Level 4 and 5 Level group without a document verification is not possible.
Sellers with 4 and 5 Level group are considered experienced and trusted sellers and in the event of a conflict with the sellers of this group, the administration is not intervene in the dispute, but trusts fully the sellers with high level group.
We suggest you to register in our system to get this and more benefits.
1) You can enable or disable a code card acess (we recommend to enable it, if you are a seller or you have a Cashmoney balance on your account)
2) You can edit your personal information (Notice: You can't change your first and last names after documents verification)
3) You can change a password for your account.
4) You can upload your documents for security verification. Please check that the specified phone number is correct, as you may receive a call from our manager.
After documents verification seller gets a special badge. More payment options are available for checked customers, which are not available for non-verified customer.
Here you can, refill, withdraw,exchange, and add your currencies wallets
It's also possible to review uploaded products, upload new ones, edit your products lists and assign bonuses for positive feedbacks.
Sellers also can make a refund from this section, add customer to the Feedback records list and review the product on which the feedback was left.
You need to go to your account menu, then go to the Feedback records and select Feedback for which we want to refund the money.
Go to the Feedback and you will see: View product feedback.
Click here: Return funds to the buyer.
After that the money will be returned to the buyer.
And Seller Rating will automatically spin for 10 points up and all the correspondence and negative Feedback will disappear.
1) You should go to your Account menu, choose My products and select Add new product and a product that you want to sell.
2) Then again go to My products and you will find the list of your products.
3) Now you need to download the product, on each of your product is a drop down menu Actions, drag your mouse on it,
and choose: Add New Item and then upload the product convenient for you.
Here you see the items which you uploaded in a format 12345 ********. You can click on any product and you will see it fully. If you click Delete then it will removed away from your product list.
You can also view all items sold, for this go to your account menu and choose My products> and on the product in which you want to see sold items, choose> Actions> View all items and on the items sold will be the date and time of sale.
1) In your account menu, My products > Actions > view all items, you can see the order ID for the item you have sold.
2) In your account menu in Transactions, in every order with the status Suspended or Success, the product which was bought in this order, for this click View product item.
- Success: The following actions have been implemented.
1) Received money from the buyer.
2) This product has left the buyer.
3) Seller has received money for the goods.
1) Received money from the buyer.
2) This product has left the buyer.
3) The seller is waiting for the money to a personal account.
Time transfer of money can be seen in: Transactions - Details - Funds will be available: xxxx-xx-xx xx:xx
- Billing ok:
1) Money received from the buyer.
2) Shipment is expected.
If the goods are in the category of Transfer, the transaction in details in the specified order and
where to send button, the seller has to click after to send order.
1) An order placed goods, but not received payment for the goods.
1) At the time of payment in the Merchant payment system error or failure of the payment system to the buyer.
- Negative feedback
1) The buyer has left negative feedback. Money frozen until the issue.
- Refund / Charge back
1) The seller did refund the buyer for this order
- Product will be in bold. What ensures sure outshine from overall list.
- Product will receive specific sign of advertisement.
- During the campaign product will be on top of not advertised products.
Manual: How to start advertisement campaign.
You will need to log in to your account, look for menu My Products then choose Advertisement. From the supplementary menu choose desired product to advertise.
The second option: in menu My Products from list of your products choose the ones which you desire to advertise and from drop-down list named Actions > Advertise.
You may begin advertisement campaign as soon as payment is done or if you wish you can designate other day. For instance:
If your choice falls in favor to begin advertisement immediately for 24hrs period from 17.02.2013 15:45 then your advertisement expires at 18.02.2013 15:45.
If you have chosen to begin advertisement in several days for a time period of two days and choose a day to begin as 20.02.2013, then your advertisement will begin on 20.02.2013 00:01 and lapse at 21.02.2013 23:59
NB! Calculation of your advertisement in lists commences at the moment of order. If other seller will choose higher payment after your order is done then his advertisement will be placed in higher position than yours and your advertisement will take lower place.
You can always add extra supplement and regain leading position. In order to do that on page Advertise choose appropriate advertisement which you would like to raise in list of offered goods and in menu Actions > Increase the Position.
Here you can generate the vouchers and use them on cashvouchers.
The cashvoucher Vouchers , are only suitable for use on the market, and to be used to recharge cashmoney balance.
In the Generate section, you can Generate cashvouchers.
To do this, select one of the available voucher denominations. And drag the slider to the right, choosing the
the required number of vouchers.
Below you will see:
The Number of your vouchers.
Face value of each voucher.
Your balance after cashmoney generated vouchers.
Once you have selected the required number. Presses Checkout.
All contributions are generated by acting vouchers will be available in the Show active.
Under Redeem, you can use the cashvoucher vouchers.
Amount available on the voucher, fully credited to your account.
You can see the details of the completion of the menu Transactions, and the menu Wallet.
In the Show active, you can see all your active-generated vouchers.
In the menu, Show used, you can see all the used vouchers.
This section shows the vouchers used by you and your-generated vouchers used by other clients.
Can withdraw 100 USD per week
2) Verified customers (the sellers who have sent us their documents and phone number for verification).
Can withdraw up to 3000 USD per day. No other limits.