Hi guys! I'm having a small problem.
I have a buyer who purchased an item from me Sunday 9/15, item shipped 9/16 and was delivered Wed. 9/18. That afternoon I get a message full to the brim of mads. I made a mistake, mixed up the months and sent the wrong issue. I apologized, told him to keep the wrong item and I shipped out the correct issue that day (9/18) and it's out for delivery today. So the buyer will get the correct item 5 days after purchase.
I've never made a mistake like this before and based on his email, I'm going to go out on a limb here and be paranoid that he's not the forgiving type. So, I'm trying to prepare myself for the worst. I'm not sure about all of my DSR's though. I know he can slam description, communication and s/h cost.
I don't know about shipping time though. The item has two tracking numbers attached to it, the first that went out within 24 hours and the second which went out 3 days later. What are the chances that that star will be grayed out? Also, any suggestions for a response to a neg/newt? I guess I would say that I made a mistake and buyer had the right item 5 days after payment...would that be okay?
Unless your buyer complains and files a claim, the first tracking number should suffice. ebay does not care what is in the box for an INR (item not received) claim, only that a parcel arrived.
SNAD (significantly not as described) complaint is a different story, and tracking numbers are not necessary.
Has your buyer even opened a dispute by merely contacting you?
From my experience, the ability of the buyer to rate DSR's that are supposed to be auto 5 is spotty at best. I have not had an item that I did not ship the same day or the next in the last nine years.....I have a star ding for shipping time. I do not communicate with my buyers anymore, yet I got a 4 someplace along the line.
I think if you ship quickly, and it gets there too fast, they buyer can rate. If they use a cell phone, the buyer can rate categories that would be grayed out.
If your buyer has not left feedback yet, once they pay, they are free to leave any review they choose. The "truth" is not a requirement.
I wouldn't worry yet. He may be pleased to have kept the first wrong one and delighted to have the proper one within the week, that he won't slam you. Do you have other low stars? Your stars look good from this end.
And if he does leave you snarky f/b, answer just as you put here. Inadvertently sent wrong issue, sent correct one next day. or words to that effect.
Keep in mind that if he leaves postive f/b but dings your stars, that's a whole other thing. That's reportable. Others will weigh in on that .
"Has your buyer even opened a dispute by merely contacting you? "
itty, not to derail the conversation but I've just had to contact a seller about my package and it did not open a case. It let me choose which was my problem (shipping..and that's a whole other flippin aggravation--sent by UPS, UPS takes it to the P.O. where it languishes)...anyway, it let me select shipping and then presented a message box for me to contact my seller. So maybe they've fixed that??
He was not pleased with the first item and didn't want it, which he made very clear. He wanted something specific from the issue that he purchased. He's not a happy camper. *sigh*
I don't have any low stars in the last three months, but I have 3 total for 12 months all for shipping costs. I haven't had any low stars since April...I think I can absorb them, but it's still a scary thing.
If you're worried about your shipping stars, just get your hands on some low weight items and offer free shipping for awhile. Not everyone's inventory will allow that but that's what I did when I got dinged.
I've actually already planned to do something like that. I got my hands on some smaller items, I plan on putting them up with shipping built in, offer free shipping and hopefully that'll help percentage wise.
I get my treasures from yard sales so I have a ready supply of items of all weights (if I never bought another thing I could sell for the next 5 years probably). When I was dinged, I just concentrated on the things that could go first class, built in another $2 to the selling price and in no time I was 'healthy'. Good luck!