Customers, gotta love em. (part 2)

[inhawaii]

I sold a bag of Dole plantation candy.

Two or three days later (after the item was already shipped) the customer messages me...

"Well, mistake on my part for buying these. Could have got straight from Dole for $9. Nothing like paying 16 extra bucks."

My reply...

Hello John, If you buy this exact item directly from the Dole website it will cost you $9.95 + $5.00 handling charge + $13.24 shipping to Chippewa Falls. Your order total would be $28.19. Your order total with me was $26.38. If you still feel you overpaid or simply just changed your mind, please return the item for a full refund.

Please critique my reply. How would you have replied?

Should I be expecting a negative feedback for this?

[selsa84]

Spot on. Don't think I woulda handled it nicer. 

[duffy4444]

   Looks like John was trying to get a partial refund from you - or - didn't see the extra charges Dole would have added - or - is a buyer looking for any one of a number of scam ways to get it from you for free (aka return scam or cc chargeback) - or - wants to give you a negative feedback for the sport of it.

   I saw your reply as the most professional that could have been sent. Hang in there, James...

Cheers, Duffy

[chevymontecarlo88]

---

@inhawaii wrote:

I sold a bag of Dole plantation candy.

Two or three days later (after the item was already shipped) the customer messages me...

"Well, mistake on my part for buying these. Could have got straight from Dole for $9. Nothing like paying 16 extra bucks."

My reply...

Hello John, If you buy this exact item directly from the Dole website it will cost you $9.95 + $5.00 handling charge + $13.24 shipping to Chippewa Falls. Your order total would be $28.19. Your order total with me was $26.38. If you still feel you overpaid or simply just changed your mind, please return the item for a full refund.

Please critique my reply. How would you have replied?

Should I be expecting a negative feedback for this?

---

Your reply is rather benign and address's the the buyers issue while offering a solution. Everything you would want to see in a reply. IMHO.

That is why you should expect negative feedback and the returned item to be opened. (half missing) 😀

Just kidding but unfortunately that seems to be the trend with some. It sounds like the buyer was fishing for a partial refund and most likely will just ignore your response and will keep the item.

[tobaccocardyahoo]

You might add that Dole will not ship for 7 days.

My reaction is that you have gotten the best part of this response already. You got to vent. Further interaction with this buyer cannot end well. It might not be any worse than what is already inevitable but your reply is professional even if it proves to be poor judgement to send it.

[buyselljack2016]

Don't confuse your buyer with facts.  It will only frustrate them😁

Good response to their message.

[chevymontecarlo88]

After some thought....

Your message was fine.

You did the right thing by replying to them. By not replying i believe you may be making the buyer think they are in the right. Now maybe they did what many do when they do a google search and saw the price without the shipping/handling. In that case you may have started the message by empathizing with them to diffuse any angst they may have.

Example. Thanks for reaching out and sometimes it can be difficult to see what exactly your costs would be when searching for items for sale. I understand and happens to me as well. Maybe i can help ensure you that your price you paid is better than you may of thought. (insert original message)

I still believe that it may have been a ploy for a partial refund but sometimes it is better to play the game by letting them know you know while making them not feel like an idiot. (not implying you did that but some buyers are fragile)

[simply-the-best-for-you]

Amazing reply!  I would have had a hard time not telling them it isn't my responsibility to price shop for the buyer.  I wouldn't have said that of course, but it would have been hard to bite my tongue.  Unless you promised it was less than at Dole, I don't get why they expected that! 

[stainlessenginecovers]

Although you did

a.) nothing wrong

b.) explained quite politely with complete information but....

Totally depends on that person (which is already 'suspect' being they felt the need to tell you this in the first place). Everyone knows the time to 'shop' is BEFORE you purchase (not to mention the buyer only wanted to see what they wanted to see and NOT the 'real picture. 

Some will ignore

Some will retaliate hard

VERY few will say 'you're right, my bad' (or along those lines). 

[silverstatetreasureboxes]

@inhawaii 

And this is why your a Superstar!

Perfect my friend.

[chapeau-noir]

And continues to be...

**~The Best Seller on eBay!~**

[silverstatetreasureboxes]

@chapeau-noir 

Lol Chap, I almost said that but I decided to play on the superstar title since Sir James was so excited when he was crowned that title!

[12345jamesstamps]

I am here to sell items.

I am not looking a"pen-pal' from Chippewa Falls.

Would I respond to them. No. Just me. My excuse would be I didn't see the email.

Responding or not responding won't really change the feedback the buyer makes.

Buyer can open a claim and return it for a refund.

[meekamaye]

I think it was an outstanding reply. Pointing out simple facts without letting emotions get in the way works wonders. 

I had to laugh when I read the issue the buyer raised. All the times I have been to Hawaii, I have never had Dole candy. I'm not sure I would ever order any but I do order orchids and other tropicals from a gentleman in Hawaii. I don't mind paying his handling fee and the increased postage to get it here in time so the plant arrives fresh looking is fine with me. The point is, it just costs more sometimes if you want the item badly enough. 

Best to you in regard to this experience. 

[chapeau-noir]

I tend not to send messages unless I absolutely have to, and I actually would have replied.