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Generic Inquiries

eBay Templates Inquiries

VAs Inquiries

Bulk Listing Inquiries

Generic Inquiries

Who are we and Why Us?

We are a group of eBay sellers just like you. We know the business inside out, what it takes to become successful, and the associated emotions of pain when it’s gloomy and the euphoria when expectations are exceeded.

Across the years we have developed power tools and acquired resources to help us manage and grow our eBay businesses. Now we are offering these success tools to you. Cling to this opportunity today!

What type of business we work with?

Our customers are typically in the eCommerce business, and mostly are eBay Sellers running an eBay business (1 or more stores), getting constantly time crunched, buried deep in the thick of thin things. If that sounds like you, then you are definitely in need of outsourcing and delegating, and you are definitely in the right place.

If you believe that you can grow your store 10x and more – “if” you had the quality time needed to do what matters most, then you are definitely in the right place.

Why do eBay sellers need to outsource?

As entrepreneurs, we treat our business as our baby. We are always fussy about details and require utmost attention to policies, procedures, financials and customers. Thus, unfortunately, we tend to be too much in control.

But remember! Your job is to build a business! A business that grows without you. Not a “job” that requires you! Building a business is not about you doing all the work! It is about learning the process, then relying on software and “low-cost” outsourcing labor to continuously repeat it for you!

Your time is valuable, you ARE your business greatest asset. If you are juggling too many eggs in one hand, some are doomed to slip and crack. Outsourcing helps you spend time where it matters most, then you rely on affordable outsourcing services to handle the tasks that can be automated or simply delegated.

How can I be sure of your quality?

This is the one million dollar question 🙂

Our response is simple: If you can measure it, you can manage it!

For all of our services, we provide a set of KPIs that help you stay on top of the operation without needing to delve into the details or micromanage.

We have a history of customer service and that reflects on our online reputation (reviews, feedback, etc.).

And for your convenience, we do not require you to sign any contracts. We have a firm refund policy of 100% money back guarantee – no questions asked.

We love to discuss any of our services with you in depth. We will answer all your inquires and will spare no effort to achieve your utmost satisfaction.

Do you share my information with others?

Absolutely not!

We will never share your business information, approach, products, suppliers, numbers or any other info with anyone else. For more information kindly review our Privacy Policy.

Once I sign up, how long does it take to process my order?

Typically within 24 hours after the payment is processed.

All customers get personalised service. To get that set up, some work need to be done in the background (which could take upto 24 hours). During that time, you will receive communication from us with certain guides and how-tos.

What Payment Methods are accepted?

We only accept PayPal. However, you do not need a PayPal account to pay. PayPal will accept Credit and Debit card payments.

How can I contact you?

Our contact information can be found on our Contact Us page. Skype sessions can be scheduled for product setup discussions.

What if I changed my mind and need to cancel?

Our cancellation and refund policy is simple:

  1. For downloadable products: 100% Money Back Guarantee – No Questions Asked! Once a full refund has been processed, the product will be disabled and the license will be disqualified.
  2. For subscription based products: A refund will be processed on a pro-rata basis for the unused amounts. For example, if you subscribed to a 100 hours of virtual assistant time, used 50 then decided to cancel, a 50% refund will be processed. The exception of this rule is the Dedicated VA Plan – kindly review our Terms & Conditions for details.

eBay Store & Listing Templates Related

What is the difference between eBay Store & Listing?

An eBay store is a special eBay page that you can decorate and brand. In this page you can showcase all your products, new products, featured products, add images and information on display to millions of eBay buyers. eBay will market your store (if built properly taking SEO factors into considerations) with all top search engines.

A store template is a collection of html pages and code that converts the raw store structure that eBay provides by default into a fully branded storefront. It also includes links to internal pages providing more information about you, your company, shipping, policies, etc.

A listing is the main ad for a single product. Typically a title, set of images, and product description. A listing template is a specially coded html page that converts the raw listing structure into a fully branded, aesthetically attractive and a buyer magnet page.

What is a Mobile Responsive Template, and why is it important?

Today’s buyers can browse your listings from a various spectrum of devices. Different users have different preferences. Some prefer laptops, some desktops, phones, tablets, etc.

These devices have varying screen sizes and resolutions. This means your template design must be able to “respond” to each device in a native way so it can display your content neatly and clearly. Thus the term “responsive”.

This is very important because if not done properly you will be losing customers! eBay has recently announced that in 2016, 67% of eBay visits came from mobile devices. Also 2.3 items were sold via a mobile device every second. Not implementing a state of the art responsive templates is simply giving away – in charity – to your competitors any customers accessing eBay via a smartphone or tablet device – 67% of them!

All our templates are 100% Mobile & Tablet Responsive.

What is eBay's Active Content Policy

eBay is constantly working on optimising their user experience. Part of that is the speed of page load, page behaviour, and of course security. As of July 2017 a new policy come into effect which states that seller’s pages are not to include any form of “Active content”. This includes frames, forms, scripts, java, and other interactive code.

Any similar content will be stripped out of your page, which could render it totally unreadable. In these cases eBay will penalize such pages by lower search result ranking and less exposure to search engines. This means reduced sales – multiple folds!

All our templates are 100% compliant with this policy.

Is my template custom made for me?

We offer three levels of service:

  1. You can buy a ready made template off the shelf. All templates come with a detailed step by step DIY guide. This guide demonstrates how to customise, modify, and implement the template.
  2. You can buy a ready made template with non-structural customization service. This includes adding your logo, modifying the colors according to your brand, adding static text, and updating the links. A full store implementation is part of this service.
  3. You can order a brand new 100% custom made template specially and uniquely designed for you.

Please check our eBay Store & Template products, or contact us for a free quote for a 100% custom made option.

Do I need to know HTML Coding to use the templates?

HTML Coding is slightly required for implementing a Store and Listing Template.

Luckily our DIY guide hand holds you throughout the implementation cycle from the download to publish. We can say confidently that HTML knowledge can be replaced by “common sense”.

Alternatively, if you are tight on time or if delving into lines of html code is not your cup of tea you can always make use of “installation service” and our “Listing Upload & Revision Service“. Our experts have done this thousands of times and what could take you an hour will take them 10 mins. This will be a wise investment.

How do I receive my templates?

A download link will be emailed to you.

What if I do not have a logo or a brand?

No problem! We offer a logo design service. Our artists will design you a professional modern logo that will reflect a feel of trust and a strong sense of quality to your eBay store.

Where can I host my product and template images?

Typically you will need your own hosting server.

If you find that managing a hosting server is a costly and time consuming job, you can make use of our image hosting service. We take the worry and the headache out of your way and give you an unlimited space to host all your images and media.

eBay Buyer’s Communication & Virtual Assistants

How can a Virtual Assistant help me?

As eBay sellers we receive a load of customer messages. Some have general inquiries about your product or shipping policy, some want to follow up on delivery, and some need to report a damaged item. The list goes on and on, attending to your customers is an integral part of your business and is the backbone of your success. This task is not only time consuming, but will only grow with time.

Luckily, this task can be standardized and delegated to outsource VAs. Our VAs have have handled tens of thousands of customer communication. They know customer mentality and sentimentality. They know the rules, and policies, and systems. Their focus is on your feedback, and more so on providing a true and authentic customer experience for your buyers.

What type of buyer communication can you handle?

All message types:

  • General Inquiries
  • Complaints
  • Items not received
  • Return Requests
  • Warranty Claims
  • Best Offers
  • Order Cancellation
  • Negative Feedback Revisions
Do you need to access my eBay account to respond to my buyers?


We will never request your eBay access details [eBay user name / Password].

How is it possible to communicate with my buyers without logging to my eBay account?

We utilize third party tools that you can authenticate yourself. Once authenticated, a copy of your buyer’s messages and eBay messages in general are forwarded to this third-party tool. Our VAs can then respond and comment on each message.

How can I stay on top of things?

Our systems (3rd Party Tools) include a dashboard. Just by a single look you will understand what’s going on. Dashboards also include a funnel-like diagram showing number of incidents (emails, inquiries, complaints, cases, etc.) that need your/your VA’s attention. Upon taking an action, an incident moves from one stage to another until it is fully resolved. You can click on any incident for summary or for full detail.

Is there an approval flow?


The flow will be different from seller to seller. The underlying logic is the same.

Some sellers would need to approve each and every message. Some other sellers might need to handle “cases”. We work with you to design the flow according to your needs.

What about escalations flow?

Fully supported. This is more or less similar to the previous point.

The system supports staging for incidents. According to your criteria, certain messages will be escalated to you for further action. These incidents will be staged as “escalated to seller”.

Do you work on weekends?

We work from Monday to Saturday.

Exact hours vary by plan, and by arrangement between you and your VA.

How can I chose the best plan for me?

The primary factor is the number of email you receive per day (or expecting to receive).

As a general rule, responding to an email can take anywhere from 1 to 15 mins. This depends on various factors such as nature of the email, readiness of response template, escalation requirements, etc. To help you estimate, as an average rule, try ± 10 mins / email.

If you can not decide which plan is right for you, please contact us to have a commitment-free discussion with one of our customer loving consultants.

I don't have any scripts, will you prepare them for me?

Some VA Plans are bundled with script writing service. When available, we write professional script based on bullet points provided by the seller [mostly we will need some basic / technical know-how and how-tos about your products and company policies].

Upload & Update Listings in Bulk

What is a manual listing upload?

To upload a listing manually you will need to do the following steps:

  1. Logon to your eBay account
  2. Sell or Add new listing
  3. enter the title
  4. enter the category
  5. enter 12 images for your product [either take images yourself or get them from your supplier]
  6. enter specs about your product
  7. describe your product [textually]
  8. enter price
  9. enter quantity
  10. define shipping policy
  11. define payment policy
  12. define return policy
  13. specify if you would like to accept best offers or not.

The hardest part is step 7. You will need to decorate your product description in an html/css style [keeping in mind that the code need to be mobile responsive – in order not to lose 67% of shoppers].

This process must be done for each and every product you have and want to sell. This could take around 20 mins per product “IF” everything from images to text to information are pre-prepared. If you have 100 products, it will take you 20 mins x 100 products = 2000 min or approx. 33 hours of work.

What is bulk upload and how is it different than manual listing?

In bulk upload, we take all info from previous point and arrange them in a database like file. This file can be uploaded in one click to your eBay account.

In one click you can upload 1000’s of listings without the need to go over them one by one. Best of all, this file can be easily reused for new products or for adjustments (for example price and quantity adjustment).

How easy is it to prepare and maintain the bulk upload database file?

This is not rocket science, but it is not a piece of cake as well.

eBay publishes a manual (160 pages) for this specific procedure.

The good news is that we totally shield you from any and all complexities. Furthermore our packages for this service are amazingly priced, it is a no brainer. Take a look yourself: eBay Bulk Listing Upload.

How can I prepare my eBay account to accept this file?


There are a few steps that you need to do (less than 5 mins) to enable your account for bulk upload. All details will be emailed to you via your assigned account manager from eSellerSupport.

What if some information is missing from my product listing requirements?

This is generally easy to work out. For example:

  • Your supplier can help you with product details + images
  • We can assist you in retouching the images to fit eBay standards
  • Selling Price can be easily calculated
  • Business policies [shipping, payment, & return] can be drafted according to your business rules.
What if I find a mistake after the file has been uploaded to eBay?

Mistakes happen.

The resolution depends on the type of mistake. For example, price / quantity / SKU mistakes are rather straightforward to fix in bulk. On the other hand, product textual description is tricky. Each situation dictates its own measures.

Are there any fees associated with bulk listing?

Good question.

eBay does not charge any differently compared to manual listings. For example if uploading 100 listings manually costs you $0.00, then bulk uploading 100 listings will also cost you $0.00. For detailed eBay fees kindly contact eBay as they keep changing their fee structure.

We offer extremely affordable packages for preparing your databases. Kindly check the details in our Bulk Listing Upload page.

Have Other Inquiries?

In this part of our website, we have attempted to shed light on your most frequently asked questions and inquires. If your inquiry is not in the list above, feel free to ask publicly in the comment section below or contact us for personalized response. Most common inquiries will be added to the list above for the benefit of all other customers.

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~ smartaction - eBay Seller

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