Aggro customer-unreasonably so-complaints about "what if's" that haven't happened?!

[anggat99]

I recently sold a set of Waterford crystal flutes, & had *that* feeling since I got the notification. You know the one...one of your higher priced items sells with no watching & waiting for offers, haggling etc, and it should be a GOOD thing, but it just feels off?

I checked address to make sure it's real, buyers profile etc, everything checked out as much as possible so I shipped. Buyer paid on the 17, I created label in 19th, made it to UPS on 20th (so within my 3 days handling time) & it appears it was scanned in on the 21st. It's scheduled to land on 28th.

I offered free shipping for ups ground & with ebays fees am already only making about $10 on the purchase. It's priced at $99, eBay takes 12%, shipping was around $12, I paid over $60 for them.

I didn't have any other options for shipping but I've had customers opt to pay for faster shipping, contacting me prior if they were unable to select that so I feel as if that's on them if they're in a hurry & not happy with the provided option? It's common knowledge that there are current delays in shipping and I'm in Oregon & the weather is getting bad + holidays etc. 

I received this message today:

"Man I hope you packed those glasses and the box they came in really good, Because you used the absolute cheapest shipping they went from maryland to oregon and now after 10 days they will maybe be here in one piece. Hey worst part is all you usually have to do Is NOT offer free ship on fragile things and we pay it. I will keep you posted"

I've felt from the beginning this buyer was going to be a hassle, with some sense of entitlement considering the item. How would you/would you even respond? He's counting the days since he paid even though the dates of each step are clearly visible, and he's coming at me out of the gate with aggressive energy & there's currently no issue other than his impatience with shipping, but he seems geared for there to be damage & I am anticipating him nitpicking some made up thing & demanding a refund. I am looking for guidance because I know what I WANT to say, and technically would be "right" but realize it wouldn't be conducive. I loathe this part of selling & could use some mentoring on a diplomatic & hopefully disengaging way to reply to avoid further conflict & ultimate refund/negative feedback. Thanks.

[katzrul15]

@anggat99 

Wow.  Your buyer has the gnat energy of a yappee dawg.

Dear Buyer,

Thank you for your email this date concerning your order.  We appreciate same.

We too monitor tracking for every order we ship and per UPS updates today, your order is "on-track" for delivery via UPS ground on Thursday, October 28th.  

We thank you again for your order with us and hope you enjoy the Waterford Crystal flutes!

Sincerely

Your wonder Seller, who refuses to be baited into a discussion about the items you have yet to receive, but we packed to withstand a gorilla kicking the box to his orangutan soccer partner.

[anggat99]

Omg.

Thank you so much, I needed every bit of that comic relief 😅 

Is it just me & the lovely anxiety in my brain that takes this kind of thing REALLY hard? Like I need mental health support at the slightest hint of buyer dissatisfaction? 

I feel like eBay should have a psychologist on staff included in certain subscriptions 😂 especially considering the high likelihood of them siding with buyer in the event of suspected upcoming **bleep**.

Thank you again, not only was your reply funny but also a helpful professional template, not absent of low key "per your last email" type of condescending undertones....my favorite! I was way too emotionally involved to cultivate that. You made my day 😆🥰

[katzrul15]

@anggat99 

You are welcome.  

It is always easy when it is not your own Buyer and you have zero emotional investment in the order itself.

(And I meant no disrespect to those who play soccer, either at the zoo or otherwise.  I clearly know the movie Zookeeper was not real and that gorilla did not drive to applebees for drinks and half-off appetizers.  wink/wink)

[anggat99]

Also, with the calming of my brain I realized he's reading the shipping updates backwards, as they traveled *from* Oregon *to* Maryland which they've departed today en route to VA....cross country trek mostly completed and are basically at his door 🙄

sheesh learn to read shipping updates!!

Whew, feeling much better, thanks for calming the cortisol in my brain to the point I could comprehend what was actually happening!