Communication starts from the moment you begin to create your eBay listing. It's important that your descriptions are incredibly clear, because you're trying to give people a feel for an item without them actually being able to get their hands on it before they make a purchase.
Go to Amazon.co.uk, Play.com or any number of other top websites and see how they produce listings but essentially give as much information as possible. Indeed why not go the whole hog; if something needs instructions, maybe put those up as part of your listings so that buyers will be able to see just what they need to do after they their purchases.
Less is not more in the case of eBay, but lay out your listing so that it doesn't overwhelm.
Secondly, make sure everything that's included in your package is listed and, if something that a buyer will believe to be in the box is missing, let them know at this stage so you don't encounter problems later on. And do make this information prominent; if, for example, you're selling a computer and you're not shipping it with a mouse, keyboard or monitor, it would be good for your reputation and prove less hassle in the long run to make this absolutely clear up front.
Also, it goes without saying that you will pack that listing with good-quality images and state very clearly exactly how long a buyer will expect to have to wait to receive the item you're selling.
The clearer you are about this right from the start, the greater the chance of avoiding any hassle from somebody who believed you would be shipping the item that very same day.
Add in a returns policy that's properly spelled out, and a buyer will be less inclined to take issue further down the line should a problem become apparent.
While your listing is running its course, you may receive countless messages from potential buyers asking questions about your item (although a good FAQ, an About Me page and a solid description should limit the numbers). Questions that go unanswered will result in customers taking their bids elsewhere, because they'll see you as unreliable, perhaps rude and disorganised.
It is vital that you answer every query politely, courteously and with as much information as you can. Don't lie - be honest if you're not sure about something - and answer as quickly as possible.
You may have bad news or you may need time to find an answer, but by letting people know straight away, you'll reap the rewards. Even an immediate and simple "I'm not sure - let me find out and I'll get back to you ASAP." is better than not replying or taking days to do so.
Above all, be friendly. People are more likely to buy from you if you come across as being pleasant.
