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One of the cornerstones for long-term success on eBay is maintaining a sparkling feedback record. If you want to know how to make money selling on eBay, this is the number one secret. Yet to some

According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product

degree, angry customers come with the territory on eBay. There are so many users that at some point you are likely to need to know what to do to handle the situation with an angry customer.

What

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

do you do when an angry customer contacts you? In all cases, handle the problem immediately. In fact those who know how to make money selling on eBay will tell you that all customer contacts shoul

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

be handled immediately.

The most difficult angry customer situation to handle is the when the problem truly was your fault. Let’s examine some situations that may have arisen to create the angry

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

customer you are now responsible for addressing. Maybe it’s a situation where:

• The item isn’t exactly how it was described.
Possibly the title that was listed is inaccurate. Another possi

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

ility is that the item description may have been inaccurate. Maybe some vital piece of information was omitted. Possibly the product didn’t match the description.

• Shipped later than planned

ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc

.
A buyer who has paid for a product wants that product immediately. If payment was made at 1:00pm on Tuesday afternoon, the desired delivery time is 2:00pm Tuesday. Buyers will generall

easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi

y accept your stated and/or committed shipping date. So you can expect an angry buyer when you fail to ship as you have committed.

• The product was not in-stock.
In this example

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

maybe you thought that the product was in-stock, and it just isn’t there now that it is sold. If you are risk-taker, possibly you listed an item that was already ‘in transit’ to you. It just

and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ

hasn’t arrived to you yet. (This is not a recommended practice.) You angry buyer is all excited at having just made a purchase and now they find out that there is no product.

The list of mi

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

takes and errors could go on for pages and pages. The bottom line is that when you make a mistake, accept responsibility for that mistake. Work to make it right.

Whenever possible, it is importan

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

t to address the issue BEFORE you have an angry customer. This alleviates anxiety for both you and the buyer. It almost always makes resolution of the problem much easier to accomplish. Most buyer

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

s appreciate honesty. They also appreciate the fact that you took the initiative to address the problem.

Possibly you weren’t aware that there was a problem, or you failed to take the initiative

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

uickly enough. Then an angry email arrives! What do you do?

Steps to take:
• If it is your fault, own the problem and admit that you made a mistake.
• Apologize for the mistake.
•

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

Focus your time and effort on resolving the problem to the satisfaction of the buyer.
• In our inaccurate description example, one possible solution might be to offer a partial refund might b

t?

As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel

appropriate when it wasn’t as described.
• In our shipped later example, a possible solution might be to give free shipping.
• In our ‘out of stock’ example, first apologize, Then se

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

e if you can locate the item somewhere else (a different vendor – even if you must pay extra to obtain it)

Problems will occur with some eBay sales. In some cases, those problems are absolute

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

ly your fault. Those who know how to make money selling on eBay will always take the initiative to immediately resolve the problem. Maintain your focus until an agreement has been made with the bu

.

As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de

er. But that focus doesn’t stop until you have successfully taken any and all of the actions that they buyer and you have agreed will occur. Follow up with the buyer until you know that they have

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

received their refund, substitute product, or whatever they are due. Once it is in-hand, make sure that you take the steps to insure the problem does not occur in the future.

To Your eBay Success

tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products

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