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Payment: Although your accepted forms of payment were included in the auction itself, it's also a good idea to reiterate them in your EOA email. This way, if the buyer is still deciding which method he or she will use, he or she doesn't have to go back to the auction site and access the closed auction. Also, if applicable, include to whom the check or money order should be made payable, especially if it's not your personal name (for example, the name of your company).

One final payment consideration: As online payment services (PayPal, Billpoint, and so on) are becoming more commonplace, sellers now include links to those services in their EOA emails, if a buyer opts for that payment option.

Policies: Include relevant information on your selling policies, such as how you handle returns or guarantees. Some sellers even will include their entire terms of service. (For more information, see our Stating Terms of Service tip.) In addition, some sellers like to include a sentence that says "I will hold your item for 10 days." The idea: To give buyers a deadline for their payment, and to get them to respond more quickly.

Your Address: Lastly, don't forget to include the address where payment should be sent.

Templates
Some information, of course, will be specific to a particular auction, such as the item, the transaction number, and so on. But the majority of the information (your salutation, policies, payment methods, your address) can be copied and pasted from an EOA template. Create a file using Microsoft Word that will serve as the basis for your EOA emails. More comprehensive email programs, such as Microsoft Outlook, also can help you templatize your emails.

Let the Dialogue Begin
Many sellers ask that buyers respond to their EOA emails and include their mailing addresses. That way, sellers can start to get the package ready and perhaps print out a mailing label. Additionally, it's a good way to assess a buyer's responsiveness and get the lines of communication open and flowing.

Make It Automatic
Auction software now provides you with the functionality to automate your end-of-auction emails. Plus, auction sites are offering services designed to make the post-auction process more streamlined. For example, Gold's Auction allows you to submit a customized message (while listing an auction) to winning bidders, to be included in the end-of-auction email sent by Gold's after the close of an auction. Yahoo Auctions also has implemented a customized email service. In addition, Vendio now offers its own menu of post-auction management tools, including the ability to save and automatically send personalized EOA emails.

Err on the Side of Caution
Keep all your auction-related correspondence, especially EOA emails. These messages can be used as evidence should a transaction turn sour. If you file a grievance with an auction site, you'll likely be asked for copies of such records, which will document your attempts to contact the lapsed buyer.

Finally, if you don't get a response to your initial EOA message, then send a follow-up query. Don't expect an answer to your first message the next day, but if you don't hear anything by the end of the week, it's a good idea to send a good-natured, non-accusatory message ("Just checking in since I hadn't heard from you…"). Again, it's important to save these follow-ups as well. Dealing with a deadbeat bidder is never fun. But you definitely want to do it the right way. (For more information, see our Dealing With Deadbeat Bidders tip.)

Stating Terms of Service
Dealing With Deadbeat Bidders
Building an Inventory