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Don’t you just hate it when things don’t go as you had expected? This is especially true when you are making a purchase at a store. Your eBay buyers feel the same way when thin

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

gs don’t go the way they thought with a purchase. They had their heart set on a specific product that had specific features, and then the product that you shipped arrives. Out

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

Examples of combination products may in

of no-where you get a message that there is a horrible flaw in the item, or possibly the features weren’t exactly as the customer had expected.

If your goal is to make money o

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

n eBay, then you will instantly share the customer’s concerns. But then you examine the listing and see that the flaw or defect was clearly stated in the item description. In f

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

act, you also had a picture that clearly showed the flaw or defect. The features that the angry buyer is upset about are also not your fault. In fact, you highlighted the item

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

Combination pro

eatures to be sure that prospective buyers would know exactly what they were getting.

It isn’t your fault! Why do you need to deal with an angry person over a mistake that the

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

person made? Why should you even care is that person can’t read or look at pictures? It’s their problem not yours, right? WRONG!

Having an angry and upset customer is a risk

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

anytime you deal with people. Communication, whether in either writing, or verbally, can lead to misunderstandings. The challenge is to do everything possible to eliminate the

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

possibility of such miscommunications. When they do occur the challenge is to minimize the potential damage (Lost customer. Negative feedback.) and to quickly resolve the issue

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

.

Let’s examine ways to handle these examples.

In the case of the flaw or defect, what would you do? Remember, it was described in your description. What would you do? Here i

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

what I would do:
• Start by apologizing for the communication disconnect.
• Send a copy of the listing to the buyer to show that the information was in fact there.

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

Following aspects would a

r> • Ask the customer what they feel would be a fair resolution.
• When the buyer emails you back, determine if you feel their request is fair.
• React appropriatel

dd to the challenges in developing combination products:

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

y.
• Note: Offering a partial refund might be an appropriate way to resolve this with the buyer. Thought you don’t owe them anything, your goal has become to eliminate the

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

possibility of any negative feedback and the damage to future sales that will follow.

So what about the case where the features did not match up with the buyer’s expectations

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

? Remember, all of the features were accurately described in your description. What would you do? Here is what I would do:
• Start by apologizing for the communication dis

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

onnect.
• Send a copy of the listing to the buyer to show that the information was in fact there.
• Ask the customer what they feel would be a fair resolution.
•

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

Professional from academic institutions, pharmaceutical industries, health care indust

When the buyer emails you back, determine if you feel their request is fair.
• React appropriately.
• Note: Offering a partial refund might be an appropriate way to

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

resolve this with the buyer. Thought you don’t owe them anything, your goal has become to eliminate the possibility of any negative feedback and the damage to future sales tha

.

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

t will follow.

To make money on eBay requires that you develop skills to handle every upset customer irregardless of whether you, they, or anyone for that matter is at fault.

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

Companies that provide selfless information through particip

Your goal should be to calm down the customer. It is to find a middle ground where both the customer and you feel that the issue has been resolved fairly.

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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