Buyers not reading...

[iart]

Buyers not reading descriptions or condition info (even though the condition info is high up on the item page), is becoming more of a problem. Some don't even seem to be looking at all the photos.

They're probably on their cell phones and don't know how to scroll around.

We take more photos than most other sellers and we try hard to accurately describe our items and note their condition. This takes a lot of extra time. Which would be fine if all that info was actually read.

We're getting increasing returns and 'positive' feedback that complains about the exact same issues that we detailed. Luckily, our returns have been low value items. So far. But what happens someday when a buyer who didn't read the info we provide and wants to return an item that cost $50 or more to ship? (Free returns have worked well for us so far, but we're considering getting rid of it).

Are other sellers seeing this? Have you come up with a fix? Not sure how ebay could fix this but I wish they would try.

[dariudaudery_0]

I had buyer not read or even check pictures, just bought because they saw title picture. Complained that item had signs of use which was described, but no return. Lucky me i guess.

[hurryagain]

@iart 

I know that non-reading buyers have been an issue for a long time.  I have had my share of them asking me things that are clearly stated in my listing.  That said, I have been very lucky not to have a return or even complaint on any of my items even when i was pretty sure that a buyer did not read my listing ( i usually can tell by what they have purchased from other sellers...it is a pretty good clue.)

I will say that I do not do the free return thing...it just makes it too easy for buyers to have an excuse not to read your listing, afterall, if it's not what they want, they can just return it with no penalty to them.

Now...if the tiny added discount eBay gives you on your fees for doing such things is worth it, what i would do is skim all of those 1% discounts off your fees and put it into another account/slush fund and use it accordingly to offset these annoying buyers.  if you come out ahead at the end of the year, consider it the "free" cost of doing business.  If it does not cover this overhead, you might want to re-think the free returns idea.

Now, if the slush fund does cover these returns and then some, I would say that it is a GREAT business perk that you are giving to your buyers.  To be able to return something without penalty to them makes them feel awesome and a valued customer of yours who is likely to purchase more of your items in the future,

Sometime we just have to find the silver lining...I like silver...😁

[caldreamer]

You are correct...customers never read anything.   I never offer "free shipping" or "free returns" (and rarely get returns on clothing).   Personally, I believe if customers have "no skin in the game" they are more likely to return items.

You should definitely get rid of "free returns" any heavyweight items.

[nuclearomen]

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@iart wrote:

Buyers not reading descriptions or condition info (even though the condition info is high up on the item page), is becoming more of a problem. Some don't even seem to be looking at all the photos.

They're probably on their cell phones and don't know how to scroll around.

We take more photos than most other sellers and we try hard to accurately describe our items and note their condition. This takes a lot of extra time. Which would be fine if all that info was actually read.

We're getting increasing returns and 'positive' feedback that complains about the exact same issues that we detailed. Luckily, our returns have been low value items. So far. But what happens someday when a buyer who didn't read the info we provide and wants to return an item that cost $50 or more to ship? (Free returns have worked well for us so far, but we're considering getting rid of it).

Are other sellers seeing this? Have you come up with a fix? Not sure how ebay could fix this but I wish they would try.

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While back @gwzcomps had mentioned that they were listing with minimal to no info/photos and still made sales... thinking about that with this post, just further proof, many don't read listing at all, just hit that buy now button. 

[7794heather]

My descriptions are short and to the point. I still get messages asking for size, how many, condition and its right there in plain easy to read nice bigger font english. I still answer, but wish I could ask " Did you even look at my listing?" Luckily they still buy. Makes me wonder if they want validation in message form so if its not right they can say to ebay it was mentioned. Dunno. 

[nuclearomen]

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@7794heather wrote:

My descriptions are short and to the point. I still get messages asking for size, how many, condition and its right there in plain easy to read nice bigger font english. I still answer, but wish I could ask " Did you even look at my listing?" Luckily they still buy. Makes me wonder if they want validation in message form so if its not right they can say to ebay it was mentioned. Dunno. 

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Everything is filled out on my listings, specifics, description... mostly cause I use templates and it's all there, I just "fill in the blanks" takes me like 2 min or less to make listing. But I never, really ever, get messages from buyers asking questions, they order I ship, usually never hear from them. 

[bbravo65]

...some sellers have a long listing descriptions, mostly is about return policies and feedback...I found several in clothing department that listing description was lacking measurement...I had mentioned before an example of "knee-length" skirt, because everyone's heights is different, an above knee could be a below knee for someone and so in return...a real, exact number of skirt length is needed...

...oh I'm sorry for wandering...

...anyway, buyers nowadays don't carefully read...just  like residents don't bother read the imprinted information of the plastic ring of parcel lockers of CBU boxes that key has to turn clockwise in opening door, and after retrieving their packages, the key will stay remain (without the master's key from mail carrier, that key can not be released)...but nope, no one read carefully enough then complaining that the key couldn't open locker box, or tried to remove it to keep for themselves...???...(by doing such action, they damaged the lock)...

...eBay's app. lacks of fundamental skills...to little for seller's listing, too much for advertising...(and buyers are constantly on their smartphones, not in front of PC...)

[ryanrobyn]

Ebay knows this is a problem for buyers and could care less. Ebay decided to make buyers have to click in extra steps to see the descriptions.

[evelyb30]

I always try to type Please see Description in the Condition box on my listings.  Most of my items are vintage to antique.  It alerts buyers who actually read that there's a proper description.  Some folks who use the app don't write one or realize they ought to.  Can't say I blame them if no one's reading anyway. 

[arisdisc]

"Being on their cellphones" is EXACTLY what it is. Drives me nuts.

It doesn't help that the app is so weak that it's almost impossible to actually 'find' my full listing to read it.

[katzrul15]

I do free returns, but not on heavy items, oversized items, etc.

The way the mobile listing is set up/appears, you have to scroll way down to find the description.  Just a mess.

We had 2 sales over the weekend that asked for item clarity post purchase - 1 guy saying it looked different on his laptop (smaller) than it did on his phone.  Good grief.  (Would think it would be the opposite)

The best was the guy a few weeks back who wanted to know after purchasing, how long it takes from Ohio to Oregon?  When I said 3-5 days, he wanted to know why as both States were next to each other?  (Best we could figure out is he thought since both started with "O", they were next to one another??)

No, buyers do not read, apply logic or understand geography.  At least ours do not, ymmv.

[iart]

We do that too. And it used to be enough. But now, buyers don't seem to even be reading the condition description!

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@evelyb30 wrote:

I always try to type Please see Description in the Condition box on my listings.  Most of my items are vintage to antique.  It alerts buyers who actually read that there's a proper description.  Some folks who use the app don't write one or realize they ought to.  Can't say I blame them if no one's reading anyway. 

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[chapeau-noir]

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@nuclearomen wrote:

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@7794heather wrote:

My descriptions are short and to the point. I still get messages asking for size, how many, condition and its right there in plain easy to read nice bigger font english. I still answer, but wish I could ask " Did you even look at my listing?" Luckily they still buy. Makes me wonder if they want validation in message form so if its not right they can say to ebay it was mentioned. Dunno. 

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Everything is filled out on my listings, specifics, description... mostly cause I use templates and it's all there, I just "fill in the blanks" takes me like 2 min or less to make listing. But I never, really ever, get messages from buyers asking questions, they order I ship, usually never hear from them. 

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That's the way I do it, too - same format for every listing, and I don't get questions usually (sometimes if something isn't really clear, or if I've made a dopey mistake - I'm really grateful for the note, then - but not often).

However, the app is just rubbish.  It's like a toy app for a toy device or something.  I'm not sure why it's so bad, but so is Etsy's.  Poshmark has a nice app - so it can be done.

[ed8108]

Manny sellers have reason to suspect that manny buyers do fail to read everything present in the listing, so some sellers may perhaps have become a little sloppy in the item information they provide, one recent example is where the item was stated as signed & dated but also claimed it as being unsigned. Accuracy is still of importance.