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Seller News June 2010

Overview
Auto answers save time - Sellers with business accounts to be opted in
From mid-June 2010, sellers with a business account will be automatically opted in to use Auto answers. Auto answers are Q&As for buyers that are automatically generated from listing details and are displayed before a buyer can contact the seller directly. Auto answers help sellers to reduce their email volume, thereby saving time when responding to queries.

How do Auto answers work?

Auto answers are Q&As that are automatically generated from the details sellers provide when creating their listing. These Q&As are displayed to all buyers before they can contact a seller via email. These answers give buyers key information they may have missed in the seller’s listing, such as item condition, postage & packaging or if returns are accepted.

The text in the Describe your item section of the Sell Your Item form isn’t included in Auto answers, so it’s important that sellers fill in as many fields as possible when creating their listing.

Customising Auto answers:

Questions on topics that are not automatically picked up by Auto Answers may be added as customised questions and answers. This will help to reduce common questions that may be specific to a seller’s business or their products.

How to customise Auto answers:

  1. Go to MyEbay -> Account -> Site Preferences -> Manage communications with buyers (show) -> Manage your Q&A page (Edit)
  2. Check Show Q&A
  3. To create your own Q&A, click the topic name. Then click Add more questions. Enter the question, select the topic from the pull-down menu, and enter your answer.
Note: The more sellers customise Auto answers, the more they will benefit from the efficiency of Auto answers. By being able to reduce the volume of emails and questions they receive, sellers will have more time to attend to their businesses.

Listing details used to generate Auto answers:

  • item condition
  • postage & packaging information
  • if payment has been received (if the buyer paid with PayPal)
  • tracking information (if the seller used eBay or PayPal postage labels)
  • if returns are accepted

Learn more about setting up Auto answers and how to personalise them

Opting out of Auto answers

Auto Answers help sellers to easily manage questions and emails from buyers. However, sellers who don’t want to take advantage of Auto Answers can opt out at any time.

To opt out:

  1. Go to the Account tab of My eBay. You may be asked to sign in.
  2. Click Site Preferences.
  3. Click Manage communications with buyers.
  4. Click Manage your Q&A page (Edit).
  5. Un-tick “Show Q&A”.
  6. Tick “Allow buyers to contact you”.

Take action

By when Take action
Now Opt in now if you want to save time answering questions from buyers
Mid-June Opt out if you do not want to have auto answers in your listings
Now Review our Seller Checklist