mam98031 • Volunteer Community Member • Buyer/Seller since 1999
1 BEST ANSWER
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Buyers typically aren't online anywhere near as much as sellers are. That is usually the reason I find.
I don't know how many emails you are sending to any given buyer, but if they feel there are too many, you risk annoying them. Most just want to buy something and get it received within a reasonable amount of time. They don't want a bunch of chit chat in between.
You are likely doing more work that you even need to. Save yourself time. Respond when a buyer needs your help, but don't send messages that they may find to be unwanted and unnecessary. I'm confident your heart is in the right place and you are just trying to deliver excellent service. But you may be doing just a bit too much.
As to your current issue of the late delivery. If it becomes an issue to your buyer, they will contact you. For now, leave them alone and just let them come to you.
@maxx63 wrote:
I only sent 3 messages. The first telling them when I was shipping, the next saying it was on the other side of the country, and the followup of when it was being delivered. I never received a reply at all. Not even after it was delivered. I don't think that is excessive. I think as a seller it is our job to follow up on the delivery process. It is called customer service. I spent over 20 years in retail management and never once did I have a customer complain because I gave them good service.
Honestly that is 2-3 too many. It's going to be a bit like spam in the beginning. Buyers get emails from Ebay, well depending on how they have their site preferences set up.
When they purchase something they get an email from Ebay.
When they pay they get an email from PP.
When you ship they get an email from Ebay.
So inside of a short period of time there are at least 3 auto emails and yours would make it at least 4.
Look I really do understand, you are just being a GREAT seller and trying to stay on top of things. What I and others are trying to explain to you is that it is unnecessary and at some point it is going to backfire on you. I know it doesn't seem that way to you as it hasn't happened yet. But eventually it will and they may damage your FB because of it.
It is time you could spend creating or sourcing more things to sell. Or time with family or a friend. It is just a lot of work you are doing that isn't necessary to being a good seller.
Not receiving a reply from your emails isn't necessarily a good thing. It is likely that they just don't see the need. At some point it will be a buyer that gets annoyed by the emails and could ding your FB because of it.
It is NOT your job as a seller to follow the package every step of the way. But it is your job to react and help a buyer that has any issue with the purchase.
To have to track every single package and do 3-4 emails to a buyer along the way takes quite a bit of time. If you times that by 100 transactions in a month it is likely the take 8 hours or more to support this process. From watching the tracking to sending emails. That is a lot of time for a small seller. I know that if it were to be a requirement of being what you consider a Good Seller, I would either have to hire someone to do this process or cut back on my sales.
I'm well aware of what it takes to provide good customer service for my customers. I've been an online seller for 20+ years and my FB speaks for itself. So clearly I have successfully provided good customer service without having to spend all that time, mostly fruitless time because buyers don't respond.
I respect that this is what you want to do with your time. And I suspect that no matter what any of us say here you will continue to do as you do. That is your choice. I wish you nothing but the best.
