Separate buyer and seller queues
Tag every ticket as buyer or seller from the start. Their questions, urgency and tone differ, and you will want to measure response time and satisfaction for each side on its own.
Write policies for the common disputes
Late delivery, item not as described and no response from the other party come up constantly. Write down what you will do in each case, so agents decide the same way and both sides know what to expect.
Stay neutral in a dispute
Ask each side for their account and evidence, restate the facts without taking a side and explain the decision with the policy it follows. Both people should feel they were heard, even the one who lost.
Give sellers what they need to self-serve
Sellers ask about payouts, fees, listings and returns. A clear help center for sellers, with payout dates and fee examples, takes a large share of tickets off the queue.
Protect trust and safety
Make it easy to report fraud, harassment or unsafe listings, and route those reports ahead of routine tickets. A slow answer on a safety report costs more than a slow answer on anything else.
Watch patterns between the two sides
If many disputes involve the same seller or the same type of item, the fix is outside support. Share the pattern with the team that owns listings and policy.