How to deal with shipping questions from buyers

[campy-sr]

I sold an item a few weeks ago, the seller bought and paid in the morning and by 6pm they were asking when it whould ship and if I had a tracking number. I replied and said I'll TRY and get it out tomorrow. Sure enough by 10am the next morning they emailed me and asked where the tracking number was. At this point I just ignored them and the 2 other emails that day and 5 the next and just mailed out out 3 days later, but within my shipping window.

The funny thing was that this was a GSP packaging going to China so they won't get it anytime soon.

What do you guys do when a buyer is too aggressive in requesting shipping info?

[1tuna]

I let them know that tracking is on the order details page

if you have a long shipping time then that may be why

[stuff4divas]

I would let them know my shipping/handling timeline and that I will message them once shipped with the tracking number

And if it was not satisfactory for them, I can cancel the transaction

[katzrul15]

What do you guys do when a buyer is too aggressive in requesting shipping info?

Well, I do not ignore a buyer who has paid.  At least for us, that never works out well.  

I do respond with "Thank you for your order.  Your order is scheduled to ship on or before (insert date).  We will update your shipping information for your order shortly when your order is processed and shipped.  Thank you again for your order with us" or something similar.   

Most buyers don't realize you have a longer handling time.  

[iart]

With all the claims of scams, most of them simple misunderstandings, many buyers are paranoid about being ripped off.

I explain GSP and tell them that all their shipping concerns should be addressed directly to them. With GSP, you are responsible for getting the item to eBay. EBAY ships to them (we neither see their packaging nor their fees).

The messages should be polite, professional and brief and to the point.

[itsjustasprain]

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@campy-sr wrote:

What do you guys do when a buyer is too aggressive in requesting shipping info?

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Having  hard time working up much sympathy here. You replied once to say you would TRY to ship the next day - so the buyer checked back with you the next day. From that point on you ignored no fewer than 7 more messages from them and dragged out shipping for another 3 days. 

That may have been within your shipping window but you seemed determined to ignore the buyers sense of urgency. Part of being a good seller is being responsive to requests. Sometimes you get them. In this case you said you would TRY to ship the next day but not only could not - which is fair - but could not manage to ship for three days after that as well? Seriously? GSP is glacial to begin with so you do not improve your image as a seller by piling your own delay on top of it. Seems like aggressive buyer meets passive-aggressive seller here.

[chapeau-noir]

Since we sell to the world you're going to get all kinds coming through here.  This particular buyer is anxious about their order, so I try to alleviate that by giving them a firm date of shipping, even if it's two days away.

[pjcdn2005]

How to answer shipping questions....

Be honest and let them know when you will be shipping the item.

Or, since you are aware that they are anxious about it, make an extra effort to ship early if at all possible.

[wesk_36]

"What do you guys do when a buyer is too aggressive in requesting shipping info?"

I respond by confirming shipment with a tracking number or a definitive date.

Some people are very impatient but that doesn't matter.

Communication is what matters.

What I don't do is say maybe I will ship tomorrow.

good luck

[reallynicestamps]

Three days is a very long shipping window.

You don't have to justify it, but many who say they have a longish handling time are just using that as a PYA for occasional delays and are actually shipping within 24 hours.

I've only had that come up once and my Response "The mail gets picked up at 3pm in time for the 8pm ferry to the mainland."  went over just fine.

I think it was the mind-picture of me putting on my snowshoes and beating my way to the ferry dock pursued by wolves that sold it.

[chapabargain]

Give them a tracking number even thought it wasn't shipped out yet. 

@campy-sr @reallynicestamps @wesk_36 @pjcdn2005 @chapeau-noir 

[itsjustasprain]

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@wesk_36 wrote:

"What do you guys do when a buyer is too aggressive in requesting shipping info?"

I respond by confirming shipment with a tracking number or a definitive date.

Some people are very impatient but that doesn't matter.

Communication is what matters.

What I don't do is say maybe I will ship tomorrow.

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I just came across this thread from last year again.

Ironically the OP has recently left a Neg for another seller where he complains about waiting a week for the seller to ship and that the seller would not reply to messages. What goes around... 😉