AW Daily - Tips & Tactics - During the Auction: Contacting Sellers

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There's a definite etiquette to the art of contacting sellers. Inevitably, there will be times when you'll have questions that can't be answered by an auction description or photo, or a feedback rating. But buyers--especially newbies--might be somewhat unsure about getting in touch with the people auctioning the merchandise they're interested in purchasing. Well, like just about everything else, there's a right way and a wrong way when it comes to contacting sellers.

Methods
By far, email is the most common way to communicate with a seller. If you're a registered user, most sites will provide a seller's email address (an exception is Yahoo Auctions, which keeps the email address of both the seller and buyer private until the close of an auction). Sites like eBay and Amazon.com Auctions allow you to request contact information--email, street address, and so on--for a particular seller. But keep in mind that the user whose information you are requesting will also receive your information.

You might also want to consider making a phone call, but it's best to go this route after your emails have failed to elicit a response. Granted, sometimes an old-fashioned person-to-person conversation works best (it's more timely, and not everyone checks their email regularly), but you might have to incur the cost of a long-distance call.

When Is It OK?
Start with this simple rule: Contact a seller only if you're serious about his or her auction. Don't waste a seller's time. Having said that, it's always better to ask questions prior to placing a bid, not after. Not only does this help clarify any questions you might have before committing yourself to a transaction, but it also gives you an indication of a seller's promptness and reliability. If sellers fail to respond to your emails within a reasonable amount of time, then you have cause to doubt their professionalism. Furthermore, email headers can provide you with information about how sellers connect to the Internet and which email service they use. (Some buyers go so far as to avoid placing bids with sellers who have email accounts with certain free email services unless they can verify the legitimacy of a seller through other means.) Here are some examples of when it's OK to contact a seller.

To clarify the seller's shipping and handling charges/policies (i.e, who will be paying for it, how much it will cost, what are the various shipping options). Insurance and escrow are other considerations that might require further explanation.
To find out more about the merchandise. Perhaps you have a question regarding the authenticity or history of an item, or you notice something in the auction photo that gives you pause.
To find out more about the seller. This helps you come to a decision about whether this is a person you want to conduct a transaction with. Proceed with caution if a seller is hesitant about providing his or her full name in a return email.
To clarify feedback. If a seller's feedback includes a neg that has you wondering, perhaps an email will be able to illuminate the circumstances that led to the neg. Remember: there are two sides to every story.
To ask the reserve amount for a reserve auction. Some sellers don't approve of this, but it's a common enough practice so that you needn't worry about alienating a seller with this kind of query.
To inform the seller that you're the winning bidder. Sending an email in which you introduce yourself is definitely appropriate. It's particularly helpful for sellers if you include your address and the auction number. It also lets the seller know that you're a buyer who's organized and on top of things.
To deal with problems associated with the transaction after the fact (i.e., merchandise wasn't received or did not arrive as described).

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