eBay - Sending eBay Promotional Offers SOP
Sometimes customers will ask for a discount on our fixed priced items and this
Overview#
Purpose: Sometimes customers will ask for a discount on our fixed priced items and this discount may be agreed by management. This document will show how to create a discount offer for a specific customer.
Scope: Applies to all assigned customer service representatives.
Responsibility: It is the customer service representative’s responsibility to create the offer.
Objective: The objective is to create more sales by offering selected customers discounts on products.
Sending eBay Promotional Offers SOP
Sending Offers#
On eBay, our listings are fixed prices, but we can also send an offer to the customer if they are looking for a discount and we agree. Below is an example of an eBay message.
We can see the reply with the offer button – when you click this it will prompt the following screen.
From here we can enter the price we are offering (i.e. £160.00) & the quantity (whatever the quantity the customer wants to buy). This price does not include shipping so for example the customer is French, so we would be saying I can send an eBay offer for £160.00 + shipping costs which are shown on the eBay advert.
When the customer accepts and pays the order then it will load onto eBay automatically so there is no need to do anything.
UNLESS
The customer is messaging from one listing, but it is asking about other items we have in stock. We may advise them of a total price and send them an eBay offer Yes - reply with an offer - usually 5% off the shown price. The same applies above in terms of sending them an offer but when they pay for the order and it appears in Linnworks you must edit the order and add the additional items.
NB: When answering eBay messages with regards to making an order. ALL offers must be sent through eBay – if the customer mentions buying outside eBay ALWAYS say that we can send an offer through eBay as outside eBay transactions are not permitted!
Notes#
It is strongly advised to answer eBay messages with regards to making an order. ALL offers must be sent through eBay – if the customer mentions buying outside eBay ALWAYS say that we can send an offer through eBay as outside eBay transactions are not permitted!