Bad buyer
It's been a while since I got a bad Buyer. How eBay can manage the environment and make it better for sellers?
This buyer came to me asking "Why my package hasn't arrived?" I told her "Hi(showing her the tracking), USPS is out of my control, also it's over the weekend and your package is just on the way for 2 days which is normal", I showed her the tracking information, she said "I saw it, but where is my item?", and then she claimed I provided terrible customer service. Seriously, can someone tell me how to provide a "good experience"? Call USPS and threaten them to deliver tomorrow or this buyer will give me negative feedback?
When the package arrived she claimed it was chipping (which is not likely because the part she claimed chipped was in the center of the item, usually if it broke it should be on the edge). But I refunded her anyway.
I went to read her profile and found out that she gave 30% of sellers negative feedback, at least 20 in a year at a glance. I know eBay probably won't do anything to her but I really hope there could be an option for sellers can filter buyers based on how much negative feedback they give to others. Life is so hard, we need a better planet.
femmefan1946
·2 years agoWhen the package arrived she claimed it was chipping (which is not likely because the part she claimed chipped was in the center of the item, usually if it broke it should be on the edge). But I refunded her anyway.
Even a seller with a NO RETURNS policy is allowed to demand the return before refunding.
They probably will have to pay for the return, but that may be worthwhile if the customer does not return the item or if it turns out the seller was in fact wrong.
If you use Auctions, you can check bidder feedback and cancel the bids of any bidder you feel will be a problem. No questions asked.
If you use Fixed Price, but do not set parameters (Accept/ Reject) on Best Offers, you can review the FB of those offering, and Block as necessary.
albertabrightalberta
·2 years agoAfter reading your posts here, seeing your replies to feedbacks you've received, seeing the feedback you left for this buyer, I find it hard to believe you really want to provide a "good experience" unless you learn some customer relations skills. I think you did provide poor customer service.
In this case, I don't think it was a bad buyer. I think the buyer reacted after the responses from the seller to the initial message.
JMHO.
gurlcat
·2 years agoOkay so is the name starting with "K" and ending with "aren" now a Community-wide curse word? Come on man.
iamalwaysright
·2 years agoThe female vocalist of The Carpenters is a bad buyer.
gurlcat
·2 years agoYeah I guess so! And the little girl who saved Frosty!
Also my first guinea pig! (no picture available).
But look 🤣 the notifications can't decide what to do anymore:
mam98031
·2 years ago@yoitsukizuna2008
Did you report the buyer for abuse? If you want the buyer on Ebay's radar, you need to report them.
https://www.ebay.com/help/selling/resolving-buyer-issues/reporting-issue-buyer?id=4084
iamalwaysright
·2 years agoNot sure if anyone said this so far as I haven’t read the replies yet. But I never tell a buyer something is out of my control regardless if it is or not. Especially on the initial reply. It shows to the buyer that you are placing the responsibility on someone else and don’t want to take any of it yourself. Even while that may be true, there are much better ways of wording your sentences than how you did.
I’m sure a majority of upset buyers got that way because of the way they felt they were spoken to. A better delivery even with the same news can avoid much of this drama. And tbh some people might look for more than just a quick delivery of their item in these transactions. Some look for more of an experience and customer service pleasantries to make themselves feel important or heard. Personally I couldn’t care less about my seller and stuff like that when I buy. But when selling I try to humor some of the folk who seem to need more than just “the factsâ€.
broto_64
·2 years agoCustomer: Where is my package?
Why haven't I received it?
Have you even sent it out, what are you doing, please don't tell me you're just another lazy bum seller.
Seller:
It's on the way, it was shipped (day of shipment) and it should arrive shortly.
Thank you for your business, have a great day.
fbusoni
·2 years agoI usually take a screenshot of the item's tracking status from the USPS website (showing green dots -- green is good) and include that in my reply as well. 😉
stacy_pme
·2 years agoUsually very calmly, I track it for them. I respond with the tracking number, and tell them they can go to the website (usually USPS.com) to track the package. I also paste the tracking info in there, and advise them on arrival date. I usually say, unfortunately, I cannot control how fast USPS ships, and I hope it arrives to them soon. If they message back demanding package now, I would simply report them. Demanding things that aren't provided in the listing is abusive buying behavior. Demanding immediate shipping when the fastest shipping they chose was priority 2 day... is demanding something that isn't in the listing... IF they then messaged me stating the item was chipped or whatever, I would invite them to put in for a return. 9 times out of 10 fake claims of damage are not returned to me... they WANT to keep the item AND get a refund. So they usually decide to just keep the item... and not return it.... AND I don't have to refund them any money!! BUT if they do return it, inspect it, if it was damaged in the return or whatever you can either 1) decline the refund (you'll really want to go through customer service for assistance.... because if they don't pack it correctly, they are held liable) --- I would only go to this length if it was a very expensive item worth the fight.... IF it's a cheap item, you can simply only refund 50% and decline to refund any shipping fees they incurred... if they used & damaged it prior to the return.... Use your options wisely. Keep your chips for the big battles, and for the little ones... it's best to dive on a sword...
stainlessenginecovers
·2 years agoThe teachings from a Customer Service Company that was sent out to all the Big Box Retailers giving each and every employee an 8 hour 'class' shows the first thing you do is
De-escalate. Give the 'customer' some empathy and tell them you 'understand' their frustration. This gets them off the 'attack' almost immediately.
In this case "Hello; I'm sorry you have not received your item left, I know how frustrating that can be. I know USPS service can go from 'Great' to 'Not So Great' and I apoligize for that. I've tried the other carriers and they all seem to be the same. Per tracking it looks like your item is 'in transit- last update it was xyz'. I will be keeping an eye on your tracking and if it does not get to you by the original estimated delivery date, I will take care of you"
Now, you've told them you 'agree' with their pain (whether you do or not is not the issue'.) You've told them 'where it is' and 'you'll be watching it' (making them feel like you care and will go above and beyond') and finally, you've guaranteed that they will be 'taken care of' (which doesn't say what that means, but again, 3 positive things).
To tell them 'it's not my fault' is NOT something ANY customer wants to hear. I sold Home Improvement and when the sink still leaked or the paint did not cover very good, we always found a way to make them happy, make them 'understand' that 'a.) we don't make the product b.) you are NOT a professional and in reality, you have NO idea what you are doing (without telling them that) c.) We got your back
vintagecraze50
·2 years agoThis seller as far as I can see did the best they could do to de-escalate this customer by providing them with info regarding the tracking info. Yes, you should apologize for whatever malady as buyer they are experiencing. Bad buyer reference was most certainly not used by this’d poster in their messages to this person. I would have advised them that that is a terrible idea. Bad buyers do exist though.
brightlightbookseller
·2 years agoThere's no de-escalation visible in the messages they said they sent. Information, but not de-escalation. That would be actively trying to reassure or calm the customer, not telling them that the problem was "out of their hands" (even if marginally true, although not entirely).
stainlessenginecovers
·2 years agoActually, this seller did the complete Opposite of 'doing it right'. They started out by First- defending themselves which is NOT empathetic, nor helpful (stating 'I don't control USPS' is nothing but defensive)
iamalwaysright
·2 years agoThis is true. But when the tables are turned I’ve noticed that I often would get more annoyed if the agent was saying these words half-donkey’d. Usually it’s done either in person or on the phone. I can tell you’re reciting a script and there’s no genuine concern on your part. So it irritated me that they didn’t even care enough to sound genuine while lying to me.
Bottom line, saying the right words aren’t enough sometimes. You gotta put some effort into selling it a little.
gloryglorygifts
·2 years agoSometimes, I just ask for a photo of a damaged item. It's so much easier to see it and then refund or replace rather than have them return it. If they don't send a photo or return it? No refund. You played right into her hands.
Never a good idea to say mean things about people in a community board, aside from it's against policy in the forum, but people can just Google your name and see comments you make on here. There's no anonymity.
johnrj1226
·2 years agoBuyers aren't required by eBay policy/procedure to provide pictures of the damage(s) BUT the carrier will want to see it at their facility including all the packing material(s) and shipping box or envelope.
gurlcat
·2 years agoA buyer can email the seller and claim (without photos) that the item arrived damaged, just to see if the seller will give a refund without getting the item back or even seeing proof of damage, and that's apparently what this OP did. But if the buyer is filing a return, the Return Item procedure page does require at least one photograph before the 'Submit' button becomes active.
Now, WHAT you post a photograph of ...... that doesn't matter.
I give you the legendary dead ducks post:
mam98031
·2 years agoThey are if they file a Request for Return saying the item was damaged.
How to request a return through My eBay
https://www.ebay.com/help/buying/returns-refunds/returning-item?id=4041
luckythewinner
·2 years agoDear buyer,
Your item was shipped promptly on [date it was mailed] using [USPS shipper service]. It is currently in the possession of the USPS and the current status is [current tracking status and location].
The USPS states that the expected delivered date will be on or after [expected delivery date]. Here is a link where you can track the progress of the delivery: [link to status page on USPS website for that tracking number]
Thanks again for your purchase!
Sincerely, your seller.
This answer:
golfingaddict
·2 years agoeBay supports her behavior but you enabled it.
If there is an issue with an item
"If you are not happy with the item, return for a full refund"
Rinse and repeat.
If they complain about shipping speed
"The item was shipped xx/xx and is due to be delivered xx/xx. If it does not arrive by that time I will file a mail trace with the carrier"
Rinse and repeat.
I won't engage buyers and I won't argue with them. Most of the time, I have to trash items when they are returned. I make them return it anyway. I won't refund unless they return the item. I don't even care if it costs me more, I deduct those losses at the end of the year anyway.
Buyers that show a lot of negative feedback or negative comments such as yours did are only reinforced and enabled by sellers that buckle out of fear.
vintagecraze50
·2 years agoVery very true.
gurlcat
·2 years agoPR-EACH!!! I've had more trouble with buyers in the past 10 weeks than in the whole prior year. Why? Because the prior year I had less than 100% positive feedback, as 100 is increasingly a vulnerable status to bully vulture types, because they think they see a seller who'll do anything to keep that perfect score. Mine just happened to roll over to 100 in June because, well, I actually am a perfectionist in practice. But I wasn't at all happy to see that anniversary because I knew the kind of annoying carp it would attract. And those buyers seem to be increasing in number because of sellers who value a few tenths of a point positive feedback over money (I am shocked at some of the refund amounts I see sellers saying they just handed over, here in these boards).
A few days ago I got one asking for a partial refund. I gave my usual polite response about accepting returns, to which she persisted, giving an excuse why she "can't" return the item, which I ignored. I had a feeling this would be the one to neg me. This morning ..... oh happy day, I am blemished again!!!
antflan77
·2 years agoYou go gurl.
Good for you.
iamalwaysright
·2 years agoBut why does it look like to me in the photo that you sent the buyer a handful of bees?? 😲
gurlcat
·2 years agoWow, without zooming in it does look like a handful of bees! 🤣
But why do you say it's a photo that I sent to the buyer? -That is the photo she posted for her negative feedback. Her photo, her hand.
It's actually a closeup of the tassel pendant at the end of this necklace:
And I also showed closeups of the tassel in my listing, like this:
But what she did is spread the strands out and arrange them so you can see every link of the INTERIOR sides of the strands, where gold finish is slightly worn from surrounding strands rubbing them.
In other words, she had to pose the item in a way that would never be seen when WEARING it. Looks like she also turned the 'brilliance' down to zero with editing software too, ha.
Mind you it's a decades-old piece, which anyone into vintage jewelry knows, will have finish wear. In fact it's miraculous that it doesn't have green verdigris or black oxidation. Now, should I have included a photo like hers in my listing, maybe zoomed even closer and circled worn spots on interior strands, maybe mentioned them in the description? -Debatable at best. What I didn't do was say the necklace was in "flawless" or "excellent" condition; I believe I said "very good" or "very nice" condition for its' age.
More to the point, if I had observed that it WAS in flawless condition, I would have PRICED it a lot higher, as would any vintage jewelry specialist. In other words, it was already discounted for pre-owned flaws that you could find if you dug for them, but not be visible in its' natural environment (hanging from the neck). And the proof of that is the fact that she clearly intended to KEEP AND WEAR the necklace, LOL.
Like I said in my feedback reply, an item is either acceptable or unacceptable, and I offer a free, no-fault route of returning any item a buyer finds unacceptable. She just thought she could rely on scaring me to get some money back, like she surely has with some other sellers.
iamalwaysright
·2 years agoHa ha ha. Sorry I was missing a comma in my sentence. Let me clarify that statement.
But why does it look like to me in the photo that you sent (or rather attached to us in here), the buyer a handful of bees??
gurlcat
·2 years ago🤣
Now that would be hilarious. "I just received what was supposed to be a Monet gold necklace, but I received approximately one handful of bees. Could I get a partial refund?"
gurlcat
·2 years agoI just created my first AI-gen image. I typed "necklace of live bees." -Not bad!!
iamalwaysright
·2 years agoNo you didn't. That's just a copy of the photo the buyer put on their feedback 😀
vintagecraze50
·2 years agoI absolutely loathe those partial refund junkies. GOOD FOR YOU CALLING THEM OUT ON IT so that others can see this. There are no excuses for these types of partial refund cheats on here.
vintagecraze50
·2 years agoI am also so pleased that Ebay made the partial refund seeking an ABUSIVE BUYER PRACTICE. Make them think twice about getting reported for this carp and then being kicked off eventually. GOOD RIDDENS.
gurlcat
·2 years agoYup, it is spelled out in the Abusive Buyers policy right here
And it is pre-loaded as a behavior you can report, even gives you a text box where you can elaborate. I just refrained from doing it with this one because I don't WANT to risk her negative feedback getting removed.
iamalwaysright
·2 years agoIf you're worried about getting negative feedbacks removed, ask me for help any time. I'm a whiz at not getting my negative feedbacks removed no matter what I try. ðŸ˜
Going into semantics, I think the key phrase in that Abusive Buyer policy is "without returning the item". It's easy to get buyers to say they want a partial refund but it's a bit tougher to get them to say they don't want to return the item. It's not as tough as like getting a buyer to formally feedback extort you, but it'll probably still require a little back and forth communication. I've had buyers request for partials (and not comment on returning the item) and I say you need to return for refunds and they just stop messaging and go directly into negative feedbacks. Technically, it's possible ebay won't see this as an "abusive buyer" since there was no comment about returning it.
Facetiously going into semantics of "Requesting a partial refund without returning the item", what if the buyer requested a FULL refund without returning the item? The policy doesn't refer to that scenario but I would hope it also counts. And what if the buyer demanded this instead of "requested" it? Lol.
gurlcat
·2 years agoWell this one did reply after I offered to accept her return, that she "couldn't" return it because she lives in Georgia (the former USSR one, not the 'Devil Went Down To' one). Of course I stopped replying then, as I had already offered her my solution AND had explained that the item price was already discounted for not being in excellent condition. -Her neg came a few days after her last message, so obviously it was retaliatory and/or hoping I might cave and offer a partial in exchange for her revising the feedback. Instead I thanked her for it, and enjoyed very much picturing her reading it. 🤣
About the demand/request language in that report feature: they should fix that. Another member here (one who LITERALLY thinks sheisalwaysright -take a guess) tried to argue with me about this ability to report partial refund requests, because she had only seen the word "demand" in that Behaviors We Don't Allow policy page. So I showed it to her with the bullet examples pulled-down, where they all use the word "request".
So your semantics weren't facetious at all -there IS too much ambiguity in that policy category. And if you look at each of those behaviors, they are all post-sale-but-pre-ship requests that would be more like demands with the caveat of "or I will cancel, and if you don't let me cancel, I will return, neg, etc." (except the partial refund one, and the last one, about taking a sale outside eBay -obviously no money has been paid yet).
Then, what is a seller to do when a buyer doesn't state the caveat? -Asks you for something before you ship without mentioning cancelling/returning before or after you reply that you can't oblige their request. -Asks for a partial refund but hasn't said they're going to keep the item no matter what, and hasn't said they will neg you if you don't give the partial? You KNOW these outcomes are quite likely in the cards, but on paper a demand can just look like a request, and their silence following your refusal can look like acceptance. And it may be just that! But it may not ..... so what I understand is that the report feature is there to use even if it just looks like a request, purely for having it on record BEFORE they do the 'caveat' retaliation.
I have been told this by multiple CSR's, that it's important to have these things on record for if you need eBay's assistance later, also in case the buyer is doing the same thing to lots of sellers; if even a few report it, a pattern becomes clear. So don't think of reporting abusive buyer behavior as something that will get them punished just for that offense; think of it like a police report filed purely for insurance purposes.
vintagecraze50
·2 years agoSIMPLY ask the buyer
so you intend to keep this if I give you a partial. Well of course, they would not have asked in the first place.
iamalwaysright
·2 years agoSometimes I think that eBay should indicate if a feedback is from an international buyer.
vintagecraze50
·2 years agoYou went into a really good discussion on this thread about the partial refund abusive behavior and the part where it says. “Refuses to return the itemâ€. First and foremost, ANYBODY fishing for a partial is basically saying I plan on keeping this item. Furthermore, I know of not any places where online or probably anywhere else where it is a common practice for most to ask for a price reduction after the sale. Like I am going to walk into walmart and ask them to do that? Come on. OR, I am going to contact Amazon and do this? ONLY here has this been a major problem for years.
vintagecraze50
·2 years agoYOU know why? Because sellers on here have been catering to these people. So stop it!
vintagecraze50
·2 years agoME, I don’t like it, something wrong with it. I RETURN IT.
mam98031
·2 years agoYou are talking to yourself?? 🤣 You are responding to your own post??? ðŸ˜
dbfolks166mt
·2 years agoIt's amazing how quickly people forget things like the shipping nightmare from h e l l during the holiday season of 2020 and the height of COVID. Never fear USPS is working on the transporter they just have to keep things from materializing in the wrong place/spot and the term shipping damage can take on a whole new meaning if the atoms are not realigned properly.
yoitsukizuna2008
OP2 years agosad for you. yes, usps is always acting like that, lost in tracking, terrible attitude, etc, I even got yelled "f" word once in the office. unfortunately, buyers choose violence against the seller
fbusoni
·2 years agoVery true, but then again, it might be worthwhile recalling that the gargantuan entity known as the "US government" did not (try to) understand the looming implications of the pandemic and failed to mobilize in any way, shape or form in advance.
The US Congress was briefed by CIA (which has a huge staff devoted solely to the monitoring and study of medical and health crises abroad) a full two months before COVID arrived in the USA, but our political class was preoccupied with the election and other matters of more concern to their personal fortunes.
In sum, taxpayers encountered a massive, systemic failure on the part of those we've hired to know about and prepared for such things.
USPS has a lot of shortcomings, for sure. But in 25 years they've only lost one of my parcels. YMMV.
dbfolks166mt
·2 years agoVery true, but then again, it might be worthwhile recalling that the gargantuan entity known as the "US government" did not (try to) understand the looming implications of the pandemic and failed to mobilize in any way, shape or form in advance.
The US Congress was briefed by CIA (which has a huge staff devoted solely to the monitoring and study of medical and health crises abroad) a full two months before COVID arrived in the USA, but our political class was preoccupied with the election and other matters of more concern to their personal fortunes.
In sum, taxpayers encountered a massive, systemic failure on the part of those we've hired to know about such things.
USPS has a lot of shortcomings, for sure. But in 25 years they've only lost one of my parcels. YMMV.
Our government, by design, was never intended to be fast or efficient. However, it seems, at least to me, that it has progressively gotten worse over the last few years. This partisan crap makes me sick. It doesn't matter what politicians believe is the right thing to do for the people it's about loyalty to their party.
fbusoni
·2 years agoI regret to report that it's much, much worse than that.
Innovation in almost any form is frowned upon in the USG bureaucracy.
That's because innovation has the potential to introduce change. And change means discomfort.
It's imperative that the boat never, ever be rocked.
Consider this: I worked in an agency in the late 1970s and we all had rotary phones. You could call anyone else in the building by dialing the last four digits of their phone number.
One day we received a notice from central HR that we would soon have to dial the last five digits (I don't remember why).
You should have seen the uproar. It was all that people could talk about, for weeks.
Sadly, this mindset persists to this day throughout much of the bureaucracy, even as younger people enter the workforce. It might well be an occupational hazard from what I've read.
gloryglorygifts
·2 years agoNow that was a freaking nightmare. I think I had 14 cases with the USPS open back then.
ckimodog
·2 years ago@gloryglorygifts
It was crazy. I sold an item that was supposed to go to the next city next to mine, 7 miles away. I wound up in Des Moines Iowa (I'm in KC) and sat there for 3 weeks. Finally the buyer alerted me to the problem and I communicated with our very helpful postal carrier who jumped thru some hoops for me and the buyer finally got their order. I was thankful the buyer worked with me and didn't open up a INR. They were very understanding and all came out well in the end. Thankfully.
gloryglorygifts
·2 years agoIt took the scenic route! LOL. It happens and I'm so glad it worked out for you!
I've had a few go awry but I'll admit I'm a little **bleep** about watching the tracking, okay, a lot **bleep**. LOL. I've had instances where I contacted the USPS before the customer even knew there was a problem. I love when the buyers are understanding. That makes life so much easier.
fbusoni
·2 years agoPerhaps by eliminating the accounts of sellers who refer to "Bad buyers"??
fbusoni
·2 years ago@kh-shakhib
You missed one.
powell-collectibles
·2 years agoOne of every twenty feedback given was negative? I don’t see a huge red flag with a buyer giving 5% negative feedback. Heck, likely less than 5% bad experiences if she doesn’t leave feedback on every transaction. Only the worst 5% of eBay sellers should worry.
some buyers just want to know that a seller cares, even if he doesn’t. Should have explained that it hasn’t been too long since you shipped, but you’ll check with your local PO to see if they can give you more insights into the status. Sure, it is a bit of a fib, but she’ll feel better.
yoitsukizuna2008
OP2 years agoit doesnt need to check "why it took so long", because all the tracking information is very detailed on track, showing exactly where the item is, I showed to her, then she said "yes I saw it, but where is my item?"
gurlcat
·2 years agoIf a buyer asked that question and the package was not stuck or moving extra slowly, I would just treat it as if she has no idea what tracking is or how to find it, which is totally possible. I would simply look up the tracking (take a screenshot while I'm there), and reply that the package is currently in "_________" (city, state), and attach that screenshot of the tracking, so she could see it.
That would accurately answer the question without casting blame on the carrier that I chose to do business with, nor use words like "normal". -When you say something like that, the implication is that their concern is ABnormal. Similarly, never ask for their "patience" -when people hear that it sounds like you are accusing them of being impatient.
EDIT: Also, no good reason to write "Ma'am" and that's another potential insult. When service reps say it to me on the phone, it sounds like they trying to calm a hysterical person or something. 🤣
yoitsukizuna2008
OP2 years agoHi actually i didnt put "Ma'am". just corrected it.
There was nothing wrong with the tracking, she purchased it on Friday, I dropped on the same day, USPS does not work(or very slow) on weekends, so her package is super normal on the way on Tuesday, but she already demanded it on Tuesday and call me a "very bad customer service". I told her to look at tracking, she said "I looked at it where is my package?"
gurlcat
·2 years agoYes I understand all that, but my suggestion was for the next time you get an email like this.
yoitsukizuna2008
OP2 years agoyah ok, what if she said "I can see it. I have not received this item" I told her I have no control over USPS, and she said I gave very bad customer service. *shrug
gurlcat
·2 years agoBasically just don't answer the way you did, LOL. Like saying USPS is out of your control, etc.
albertabrightalberta
·2 years agoWhat's worse than your response to the buyer's message is the feedback you left for that buyer (which in fact is a violation). And your response to a feedback left by another buyer reflects worse on you than on the buyer!
fashunu4eeuh
·2 years agoIt takes finesse sometimes to deal with a troubled customer. Based on your responses here, it appears a “lighter†touch was required to calm the waters..
Telling any buyer that once the package leaves your hands it is out of your control may be an accurate statement, but it is not one designed to reassure an on-edge customer.
The overall attitude that this buyer wasted your time with unreasonable and even stupid “Buyer†demands is part of the problem, because it only escalated an already fraught situation with a difficult buyer. It is our job as sellers to maintain professionalism in the face of unruly behavior.
Being defensive, angry and blaming, and stooping to name-call, paints a less than satisfactory picture of customer service efforts.
Despite the buyer’s actions, this could have been handled better.
vintagecraze50
·2 years agoAnd yes this poster as we all has NO control over a package getting there in 2 days. So, to handle this better, apologize as well for the USPS service.
fashunu4eeuh
·2 years agoThe buyer was difficult and possibly out of line, as i suggested. This is not a license to follow suit though. OP has a history of dreadful responses to their neutral and negative feedback—filled with anger, defensiveness, victimization, blaming, and insults. None of which forwards the OPs image.
Declaring oneself as divorced from the package as a response to a buyer’s issue about the item’s transit speed only throws gasoline on the buyer’s already hot fire. Such a comment may be factual as i stated, but it serves no one. So yes, this seller could have done better.
That said, i know you were being facetious about the apology for USPS service. I do not believe an apology was warranted, and neither do i advocate a seller take abuse from a buyer. My point is that when a seller encounters an upset buyer (whether one feels their concerns are valid or not) offering words of encouragement and assurance may help assuage their concerns.
It is a matter of attitude.
iamalwaysright
·2 years agoThat’s because your delivery was bad. I agree with a previous reply here that the words you used on your reply to the buyer sounds like you don’t care. And that would only escalate things when you already have a PO’ed buyer.
spreadlovelikefire
·2 years agoThis is because ultimately you are the seller and even though you may not have control over USPS, if the package actually does get lost, you would be the one responsible. So communicating with your customer is key. They do not need to know you have no control over USPS. She wasn't accusing you of having control over them.
a_c_green
·2 years agoThe only thing USPS does not do on weekends is to open their front desk on weekday lobby hours. All other handling and transport runs at normal speeds. (It pretty much has to, so that an item mailed on Friday can arrive by Tuesday.)
I would suggest limiting your replies to the facts only, such as where the package is and when it's expected to arrive (based on the USPS estimate, not the eBay estimate). Don't use terms like "out of my control" as they suggest that something has gone off the rails, when in fact everything is moving as usual. Good luck.
gurlcat
·2 years agoActually if you pay close attention, packages move FASTER over the weekend. And it makes sense, because there is less traffic simply because so many people are under the false assumption that it doesn't move at all then, so they figure it's pointless to ship on Friday or maybe even Thursday .... and wait until Monday (Monday is therefore the WORST day to ship, as you're in with the backlog).
I learned this in my previous life of selling/shipping live aquarium fish, invertebrates and plants. I watched every one of those boxes' tracking like a hawk, because the total time in sealed bags meant life or death for the organisms. Pretty quickly it became clear that the best day to ship was Saturday, because delivery was almost always on Monday. USPS has been less reliably speedy in recent years, but for the most part it is still pretty fast. -Just recently I shipped a package on Saturday and it went from Mobile on the Gulf Coast to Fairbanks Alaska on Monday. Oh and it was just a Ground Advantage one by the way.
iamalwaysright
·2 years agoI think you’re too fixated on the buyer calling you very bad customer service. Take it with a grain of salt (or maybe a bit of constructive criticism) and move on. You even said yourself she is a bad buyer. Why would a bad buyer's words even take up real estate in your head for?
johnrj1226
·2 years agoCiao & Pura Vida
johnrj1226
·2 years agoOne more thing - it is part of human nature that in our very best efforts we will only please 80% of the population. Heck those elected folks in DC are lucky to please 51%.
There used to be a comic strip in the news paper (maybe still there IDK) called "Grin and Bear It" - sometimes one just has to grit your teeth resolve the issue and move on.
yoitsukizuna2008
OP2 years agoYou missed the point. The item was just shipped out in 2 days the buyer is already asking why it’s not delivered
johnrj1226
·2 years agoyou said this
" I told her "Hi(showing her the tracking), USPS is out of my control........"
Again I will restate "You the seller is in control - you picked the carrier, you picked the servicelevel, you elected when you had the package scanned in the USPS system - that's what I reacted too - didn't miss your point. BTW - mail does move on the weekend - always had items paid for on after pick up hours on Friday get an acceptance scan on Saturday never waited until the following Monday or possibly Tues.. eBay says it is OK to wait 'til Monday or Tues if Mon is a Post office Holiday. I elected to get it in the system pronto/ASAP - my Buyer FB reflects buyer like quit deliver service - my decision or control (as a seller). The major eBay competitor seems to get Sunday deliveries via USPS service vehicles - ya' gotta do you best to try to compete in a competitive world - ya' snooze/ you loose.
Yes there is a point that is under the control of the carrier but your decision came first.
yoitsukizuna2008
OP2 years agofirst, if you contact the USPS, they will ask you to do a search request, but that only happens if the package is missing for like a week. the item I sent to the buyer was in a reasonable time frame, and I dropped it off on Friday it was the weekend so no shipment until Monday. She contacted me demanding the item on Tuesday. It was just a normal ground advantage, not an express, not a 48-hour package, how should she assume it arrives in 2 days?
I don't think that is a bully because the buyer who can even raise this question ignoring all the facts like tracking information is on time, eBay told the ESTIMATE delivery time, and she has been on eBay for 8 years, left many negative reviews for others, definitely has some problem in her brain. Maybe she thinks she deserves everyone's priority, and again that is not a service I can provide.
vintagecraze50
·2 years agoI agree with your assessment of this buyer especially with the negs they have left. Block, block block.
vintagecraze50
·2 years agoYou CANNOT provide any faster service than the postal service provides. Most people know that the USPS can be delayed at times, and this was not even delayed enough to start a package search. Goodbye bad buyer.
spreadlovelikefire
·2 years agoI would take your emotion out of your response and have a template for shipping inquiries. I've been selling full time for 13 years and sell on average 20 items a day. I get these questions all the time and I have 1-day shipping. Here is my template:
Hello (buyer),
I checked the tracking number (add tracking number) and it shows your item is currently in (city) and moving through the mail system. Your item was shipped out on (date) and is estimated to be delivered on (date). I will keep an eye on this. As of right now it looks to be on time. Should anything arise I will keep you informed.
Respectfully,
Me
Usually I get a reply of "thank you".
I will also get inquiries immediatly upon purchasing an item that just says "when will ship this item?". My reply is this:
We offer 1-day handling time so your item will be shipped out the very next business day. Thank you so much for your purchase.
iamalwaysright
·2 years agoI'll go a step further and say OP needs to do this to their feedback replies too. I just saw them right now. However, I do like that OP mentioned their phd in there though ðŸ˜
I also just noticed the multiple false positive feedbacks they've left for buyers too. These are likely retaliatory from buyers who negged or neutted you. Those are total no-no's and if the buyers knew enough to report you, there would definitely be consequences.
Based on all this and this thread, I'd say dude you just gotta chill a bit when writing these things.