Help me figure out some verbiage in my message

[iamalwaysright]

Just brainstorming for ideas so I don't accidentally offend some of these buyers I get sometimes.

Buyer bought something on Saturday. Sunday morning he types in caps "I paid, but it hasn't shipped. What's wrong?" I mainly told him that we (and USPS) doesn't open on Sundays and the item was sent on Monday.

Come Wednesday he comes back with another all capped message "This package has not moved to me. Totally ridiculous." I checked tracking and he's wrong, the package has moved sorting facilities since then. Not sure what he's looking for in the tracking to satisfy him. ebay ETA shows July 1, and USPS tracking ETA shows July 1. So there's no problem.

Message verbiage suggestions please. Go!

[lacshirle-8]

Just say " your tracking number is___ According to USPS it is expected to arrive by ____ If you need more information on the status of your shipment you will have to contact USPS as I am not a USPS employee and cannot provide you with any further information." And you shouldn't worry to much about the all caps there are some people, especially some elderly people, that don't use a computer often and  just don't know email etiquette, or how to check a tracking number 😉

[chapeau-noir]

Message verbiage suggestions please. Go!

"Go"? Really?

Copy/paste the tracking to him with a cheery message that you're following the progress of the parcel.

Some people just like yanking chains.

[wastingtime101]

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@iamalwaysright wrote:

"I paid, but it hasn't shipped. What's wrong?"

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Thanks for your purchase. Our items ship within 1 business day, so any order that comes in Friday-Sunday will ship on Monday. A tracking number will be provided.

Come Wednesday "This package has not moved to me. Totally ridiculous." I checked tracking and he's wrong, the package has moved sorting facilities since then. Not sure what he's looking for in the tracking to satisfy him. ebay ETA shows July 1

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Tracking scans show your package is actively moving within the USPS network, current estimated delivery is Monday, July 1st. Please keep in mind there's no guarantee with delivery dates.

[reallynicestamps]

"I appreciate your concern.

Your package was shipped  on Monday, the first business day after payment. The tracking number is xxxxxxxxxx.

Tracking shows the shipment was last recorded in (eg-Honolulu HI )and is moving steadily.

USPS gives an estimated delivery date between July 1 and July 3."

I'm assuming that USPS does not guarantee July 1 delivery and gives themselves a window for delivery.

[chapeau-noir]

"Hey there - I've copied your tracking - your package is moving through the system and has an estimated delivery date of July 1. Thanks!"

Any more words are too many words - this is not a smart person.

[fashunu4eeuh]

Hi @iamalwaysright 

You’re on the right track, seeking sensitivity in handling the lack of sensibility in some buyers.

“Dear Buyer,

Thank you for your recent inquiry regarding your purchase of ________.

In keeping with my _____(#) day handling time, your package with tracking # ______ was mailed on _______(date) and is due to arrive on-time on ______(date). I will continue to follow the package’s progress until delivery.

Sincerely, your Seller”

Apologies or explanations are not necessary, especially at this point. So something short and sweet, always professional, with just the pertinent data is the way to go.

Good luck and hope your buyer is able to calm themselves soon.

[chapeau-noir]

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@wastingtime101 wrote:

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@iamalwaysright wrote:

"I paid, but it hasn't shipped. What's wrong?"

---

Thanks for your purchase. Our items ship within 1 business day, so any order that comes in Friday-Sunday will ship on Monday. A tracking number will be provided.

Come Wednesday "This package has not moved to me. Totally ridiculous." I checked tracking and he's wrong, the package has moved sorting facilities since then. Not sure what he's looking for in the tracking to satisfy him. ebay ETA shows July 1

---

Tracking scans show your package is actively moving within the USPS network, current estimated delivery is Monday, July 1st. Please keep in mind there's no guarantee with delivery dates.

---

OK, you edited to knock out the cautionary passage about the necessity of requesting faster shipment in future - that's good.  One can be cheerful and helpful, but It's never good to expend too much energy or too many words in situations like this.

[wastingtime101]

The longer message is just text to keep handy if relevant to the situation - use or don't use as needed. In this situation it's obviously not needed.

That's generally how I work for situations like this. I have a longer form message prepared then copy/paste the snippets that are needed relative to the specific buyer. Usually I'm sending just a sentence or two. If the buyer comes back and says it's needed by X date blah blah blah (after the item already shipped) then I let them know how to look for expedited shipping before purchase.

[iamalwaysright]

Thanks all to the verbiage tips. It's cool to see various insights on how to "gauge the buyer". I have a big pool to choose from now. 

One thing I'm overly cautious is to avoid saying I am not (or affiliated with) so and so (who is in control of the situation), whether it be ebay, USPS, your building manager or landlord, etc. Despite it being totally true, I feel sometimes saying those exact words can trigger someone to think that you are casting responsibility or involvement aside. It's one thing to do it, but another thing to just say it out loud to them. There's times I try to "say it without saying it." Something kinda like "I'm sure if we talk to the people at USPS or your local PO we can get more detailed answers. I've reached out to them but they oftentimes are more helpful when the buyer contacts them because we sellers tend to be further from the package's location." 

Yes that's lengthy but you get the gist, pretty sure I can cut that down.

[inhawaii]

"Thank you for your purchase. The post office was closed Sunday. Your package shipped out first thing Monday morning. Tracking currently shows... <whatever>."

[az93]

Is it possible you did not upload tracking? Ebay marks as shipped when tracking is uploaded. 

[soh.maryl]

Just tell him what you have said here:  "Tracking shows that the package is indeed moving through the system."

[iamalwaysright]

No. It's uploaded. Many buyers are skeptical about the "shipped" status on ebay because it marks as such when tracking is uploaded.

[chevymontecarlo88]

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@iamalwaysright wrote:

Just brainstorming for ideas so I don't accidentally offend some of these buyers I get sometimes.

Buyer bought something on Saturday. Sunday morning he types in caps "I paid, but it hasn't shipped. What's wrong?" I mainly told him that we (and USPS) doesn't open on Sundays and the item was sent on Monday.

Come Wednesday he comes back with another all capped message "This package has not moved to me. Totally ridiculous." I checked tracking and he's wrong, the package has moved sorting facilities since then. Not sure what he's looking for in the tracking to satisfy him. ebay ETA shows July 1, and USPS tracking ETA shows July 1. So there's no problem.

Message verbiage suggestions please. Go!

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The only thing i would suggest is to add the buyers name to the message. Form responses are great and i use them all of the time but if you don't personalize them, they can come off a little mechanical or even AI like.

I would agree that you at this point you want to keep it short and sweet, to the point. Keep an eye on it and i would follow up once it is scheduled for delivery (another personalized form response) and soon after it is delivered.