Bad buyer

[yoitsukizuna2008]

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.

[johnrj1226]

As eBay sees it it is the seller who picks  the  carrier and the service level - ground, priority express, etc plus when USPS  has scanned in the date/time of acceptance.  Yep the Seller is responsible in the buyers eyes too.  Never had any significant issues with USPS in the1665  Items I shipped when selling on eBay (don't sell anywhere for the last  3  years -  always shipped via USPS Priority and First Class Package with one day  or less handling time and same day acceptance scan via our carrier or at the Post office if I was going that way for other errands.  Having a sense  of urgency is a friend of the seller - actually sold  for  41+ years as a career.  Had only 2  lost packages at the same USPS center in NYC on different dates - a couple delayed packages - Christmas time.  Not a bad "batting average" especially when you add in the 200+ USPS packages  we sent to family/friends.  Yeah ya get a brow beating on occasions - just   man up/woman up and hear 'em out and contact USPS to see if you can do anything.

Ciao & Pura Vida

[johnrj1226]

One 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]

You missed the point. The item was just shipped out in 2 days the buyer is already asking why it’s not delivered 

[gurlcat]

If 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]

first, 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.

[powell-collectibles]

One 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]

Hi 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?"

[yoitsukizuna2008]

it 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]

Yes I understand all that, but my suggestion was for the next time you get an email like this.  

[yoitsukizuna2008]

yah 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

[fbusoni]

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@yoitsukizuna2008 wrote:

It's been a while since I got a bad Buyer. How eBay can manage the environment and make it better for sellers?

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Perhaps by eliminating the accounts of sellers who refer to "Bad buyers"??

[gurlcat]

Basically just don't answer the way you did, LOL.  Like saying USPS is out of your control, etc.  

[dbfolks166mt]

     It'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]

sad 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