Three for One Trading is one of the biggest and busiest sellers on Cardmarket, maintaining an inventory of more than 700.000 singles and shipping more than 3.500 orders per month. Of course, with great volume comes great responsibility. There are few businesses active on Cardmarket that get as many questions and inquiries from users. So when we wanted to learn more about the communication between buyers and sellers, whom better to ask than Three for One Trading?
Frequently Asked Questions (and Their Answers)
We wanted to know the most common problems that come up between Three for One Trading and their customers. After checking with his team, the company's CEO, Wenzel Krautmann, was quick to rattle off a list, mostly of things one would expect:
"Customer needs the tracking number for a shipment. (We give it to them.) Customer wants to combine multiple orders into one shipment. (We do that and refund extraneous shipping costs.) Customer wants to see a scan of a card. (We send photos of cards with a value over €25.) Customer wants a refund because the condition of a card doesn't meet their expectations. (We apologize for the mistake and offer them the option either to get a partial refund or to return the card for a full refund.)"
He also mentioned one surprising request that apparently comes up again and again but is not granted: "Customer asks for a discount. (We let them know that we don't do discounts.)"
Then there's the reverse case, where they have to contact the buyer over an unforeseen issue. Accidents do happen. "It can happen that we aren't able to fulfill an order completely because we don't have a card in stock after all. This may be due to a sorting error in our warehouse or an incorrect listing."
We tried to press Krautmann for examples of issues that are more tricky to solve, but he insisted that "there are no complicated cases. We have gained so much experience in customer support throughout the years as a power seller and have so many well-trained staff members that it's hard to surprise us. The inquiries always repeat themselves."
Involving Cardmarket's Own Support Team
"In almost all cases, buyers contact us directly, and we find a solution together with them," said Krautmann. "We basically only open a ticket with the Cardmarket support when a shipment is returned to us, usually because of an incorrect shipping address. In this case, we ask the buyer if they still want the order. If not, we ask Cardmarket for a cancellation so the buyer gets the money back onto their Cardmarket account.
"Virtually all tickets that users open with Cardmarket support take longer to resolve. It's a simple fact that going through an intermediary and communicating both with the customer and the team at Cardmarket always costs more time," Krautmann explained. "As I said, every problem has a solution, and it's typically not that hard to find."
Krautmann again stressed how important buyer satisfaction is to Three for One Trading as a power seller rated "outstanding" on Cardmarket. "All of our staff members are trained to deliver the best possible experience to our customers, whether that's fair prices, accurate card conditions, or daily shipments. We've earned the trust of so many repeat customers over the many years of being active on Cardmarket. We cherish all of them as well as our direct communication with them. People can expect dealing with us to be as easy as a handshake. That's the bar we strive to clear every day, and Cardmarket's guidelines for power sellers form the basis for the way we support our customers.
Tips on Successful Communication
If there was a common theme to everything Krautmann mentioned it was that, while some issues are inevitable, the business of delivering Magic is not itself magic. His advice to improve interactions was similarly obvious, but it can never hurt to repeat it.
"A little patience: Sometimes an inquiry with the delivery company may take a while, or they just need longer than usual to deliver a package.
"Some courtesy: It's important to understand that, in all communication between buyers and sellers, one side seeks help and the other seeks to help. There are no two parties here that each want something completely different. We want our customers to be happy and to buy from us again. If there's a problem, we'll find a solution—together."
We want to thank Wenzel Krautmann for answering our questions and Three for One Trading for always answering your questions. Check out their offers here!