All-in-One Messaging Guide for eBay Sellers: From Pre-Sale to After-Sale

1. Pre-Sale Inquiry

Hi there! Thanks for your interest in our product. If you have any questions, feel free to ask — we’re here to help!

This item is in stock and ready to ship. Let us know if you’d like more details or need help placing the order.

2. Encourage Purchase / Order Reminder

Just checking in — do you have any questions before placing your order? We’re happy to help!

Your favorite item is still waiting for you 😊 Let us know if you need assistance with the checkout!

3. Bargain / Offer Handling

Thank you for your offer! Unfortunately, we’re unable to lower the price at the moment as we already offer competitive pricing.

Thanks for your offer — we’re happy to accept it! Feel free to complete the checkout whenever you’re ready.

4. Multiple Items / Add-on Deals

If you’re buying more than one item, we’d be happy to offer a discount or combine shipping. Let us know your list and we’ll work something out!

5. During-Sale (Order Placed)

Thank you for your purchase! We’ve received your order and will prepare it for shipping shortly.

If you need to change the size/color or shipping address, please let us know as soon as possible.

6. Incomplete address

"Hi [Customer Name],

We noticed that the shipping address you provided seems to be incomplete or invalid. Could you please confirm the full and correct address so we can ship your order without delay? Thank you!"

7. Wrong Item Ordered

No worries! If the order hasn’t shipped yet, we can change the size/color. Just let us know the correct one!

8. After-Sale Support

Your item has been shipped — here’s the tracking number: [insert tracking]. Let us know if you need assistance tracking your package.

9.When There is a Problem with the Product

"We’re really sorry to hear that you’ve encountered an issue with your product, and we completely understand the inconvenience it may have caused. Thank you for reaching out to us. Could you please provide more details about the problem? This will help us find the best solution for you.

Based on the issue, we can offer a return, exchange, or even a refund if it’s a quality problem. Once we have more information, we’ll take immediate action and keep you updated. We truly appreciate your feedback, and we are committed to resolving this matter as quickly as possible. If you have any further questions or concerns, feel free to let us know. We're here to help!"

10. Out-of-Stock / Alternative Suggestion

"Dear [Customer Name],

We’re sorry to inform you that the item you ordered is currently out of stock due to high demand. We expect new inventory to arrive by [ETA]. Would you like to wait, choose a similar item, or receive a full refund? We sincerely apologize for the inconvenience."]

Goods Delivered But not Received

“We’re sorry to hear that. Sometimes the courier may leave the parcel at your mailbox or with a neighbor. Could you please double-check? If it's still not found, we’ll help investigate immediately.”

12. Requesting Feedback / Review

We hope you’re happy with your purchase! If you have a moment, we’d truly appreciate your positive feedback. It means a lot to our small business.

If anything didn’t meet your expectations, please contact us first — we’ll do our best to make it right!

13. Promotions / Returning Customers

We’re running a special promotion — feel free to check it out here: [insert link]! Thanks again for your past support.

14. Holiday / Shipping Delay Notice

Due to upcoming holidays, shipping times may be delayed. We recommend placing your order early to avoid disappointment.

"Hi [Customer Name],

We’re reaching out to let you know that your package may be delayed due to [reason, e.g., carrier delay/customs]. We’re closely monitoring the shipment and will keep you updated. Thanks for your patience and understanding."

15. After-sales processing completion notice

"Hello [Customer Name],

Your refund has been successfully processed and should appear in your account within 3–5 business days. If you have any further concerns, feel free to reach out. We appreciate your patience!"