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Precise condition reports

Provide accurate and fair descriptions of items and their condition, especially those for sale online. Take plenty of pictures and describe in words anything you can’t photograph. Think, what would you like to know, if you were the customer? If you don’t give buyers a reason to feel misled, they are less likely to request a chargeback.

Be available to buyers

Be the first point of contact in any potential dispute. Stress to customers they should always come to you first. Write it on your invoices, website, adverts and email signature. If genuine buyers understand that you will give them a fair hearing, they should contact you before their card provider.

Transparency on fees

Be open about your fees and pricing. How much will the item actually cost the buyer? What do you charge for packaging, if you provide this service?

Whether you’re an auctioneer or a dealer, you must be absolutely clear about any additional charges.

For auctioneers, this means making your buyer’s premium prominent on websites and in catalogues, as set out in the Advertising Standards Association ruling of December 2016. Thesaleroom.com provides a guide to the ASA ruling here: http://bit.ly/2z9z9LE.

If you’re a dealer, what do you charge for delivery? How quickly can the customer expect to receive their goods?

Dealers should use tracked and signed-for mail, or a specialist courier for valuable goods. Items do occasionally get lost in transit, so make sure you are as covered for this as you can be.