Always give buyers tracked shipping options and upload the tracking number into the eBay system at order fulfillment. They can then track the status of the delivery and know when to expect the parcel. As long as you do this properly, you are on the right path to establishing your reliability.
On this page, under Orders > Awaiting shipment, you can upload your tracking number for your buyers:
You can set automatic messages to send updates to your buyers as soon as the item is marked as shipped! Here’s how:
Step 1: Login to your account on eBay.com > Go to Account settings > Manage communications with buyers
Step 2: Set your automated message for your buyers!
Remember to always let your buyers know that they can reach you if they have any questions or problems. If they encounter any problems, you want them to settle it with you first rather than go straight to opening a case!
If a buyer sends you a message during a public holiday in your country, should you reply? Yes, you do. The 3 working days that you have to reply refers to the calendar of the site you listed on, i.e. the US/UK/AU calendar. So you should be available to your buyers even if it’s a public holiday in your country. Failure to response within the stipulated 3-day period will mean a greater risk of losing the case and incurring an INR dispute.
Most importantly, only reply and handle all your communication on the Resolution Centre or eBay Messages! The Resolution Centre also helps to consolidate all your INR cases so they are easier to track and manage.