Clear and transparent communication helps you identify differing expectations at an early stage. Agree the key points before committing to a handover, payment or service.
Use the suchen.expert messaging function
Where possible, communicate via the suchen.expert messaging function. This keeps questions, answers, arrangements and subsequent changes traceable in a single conversation. If you also speak by telephone or discuss matters in person, briefly summarise the key outcomes in a message afterwards.
Clarify the terms in advance
Discuss all the details that are important to the specific interaction. For items, these include in particular their condition, any known defects and what is included. For services, clarify exactly which work has been agreed. Also record the price, any potential additional costs, dates or deadlines, the location and the method of handover, collection or performance.
Ask questions and confirm arrangements
Do not make assumptions if any information is unclear or incomplete. Ask specific follow-up questions and summarise the final agreement in a message. For important points, ask the other person to provide brief confirmation. Any changes should also be recorded in writing.
Remain respectful and protect your data
Write clearly, objectively and respectfully. Avoid pressure, threats, insults and hasty accusations. Share only the personal data required for the specific transaction. Never share passwords, confirmation codes or other login details. Provide an exact address or telephone number only when it is actually needed for the agreed handover or performance.
Take a step-by-step approach to misunderstandings
First, calmly identify which point has been understood differently and refer to the arrangements made so far. Ask the other person to explain their perspective and propose a specific solution. Resolve any outstanding questions before arranging further payments, handovers or services.
If no agreement can be reached or there may have been a breach of the rules, use the designated reporting and support channels. Further information can be found in the article ‘How can I resolve conflicts effectively, and what internal mechanisms are available to me for this purpose?’
