How would you reply to this?

[loose_goose_garage]

Just received this message from a buyer. Order was placed Thursday 4/10, and Shipped Friday 4/11 within my 1 Day Handling time.

Shipment is to Florida, tracking last shows it in Georgia on Tuesday 4/15 so seems to be right on track.

Curious how I should go about responding to this buyer? Obviously their claim of 2 weeks is comical as it has not even been 1 week since order was placed.

[squinkercat59]

It appears they have your sale mixed up with someone else's. I would politely ask them if this may be the case.

[chevymontecarlo88]

I would apologize and tell them you will look into it to see why the post office is taken longer than they should to deliver. Let them know you will get right back to them.

I usually will follow up with a message (from 15 minutes to a half hour) that shows it was shipped out quickly and that USPS is struggling with many packages. I would thank them again (and apologize again) for pointing that out and that you may have to change couriers because of these delays. Also, I would ensure that what they ordered will be exactly that and if they have any issues, just to send a message. 

Sounds like this person needed these for a project and is projecting the problem on to you. Don't take it personal and keep it polite and professional. This may calm them down and prevent any neg feedback in the future from them. 

[toysaver]

Apologize and explain purcashing online and shipping a couple days before or after April 15th can be behind due to the influx of IRS documents and beyond your control.  

[legalbeagle52]

@loose_goose_garage 

A lot of people are on edge right now making (some) people crankier than ever.   It isn't personal, it's business, so a little hand-holding may be in order.   I agree with the above comments to apologize, & assure the buyer that it was mailed out very quickly within a day and that the post office has been very slow lately. 

Reassure the buyer that you will keep your eye on it.   Sometimes all they need to know is that the seller is interested & concerned and not just washing their hands of it.    I end with thanking them for their patience (even if they aren't patient).    This works with many buyers.  I've turned it around many times.

ETA:  So I re-read your post and it's only been a few  days.  So I would let them know (very politely) that it's only been 4 days and like you said it's right on track and should be there soon.   We don't want to rile them up further since they seem like a hot head.   I'd still say that you'll keep your eye on it.  My advice above works when it really has been awhile.   (Sorry I didn't understand the first time I read it).

[m60driver]

I would be so tempted to respond either "screw you" or "are you missing a screw?" but knowing that would only make matters worse I would not respond.

[hartungcards]

You should tell them that they don't have to worry about ever purchasing from you again, because they just got added to your Blocked Buyers List.

[pikabo-icu]

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@m60driver wrote:

I would be so tempted to respond either "screw you" or "are you missing a screw?" but knowing that would only make matters worse I would not respond.

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   Maybe not "helpful" but funny as hell.

[pikabo-icu]

@m60driver    Is it possible that's the estimated delivery that eBay is giving them?  

[wastingtime101]

Hi, thanks for your purchase! I see your ordered these bolts on April 10 and your package shipped the next day on April 11. Order details confirm eBay provided an estimated delivery date of April 17 on your checkout screen before you made the purchase. Keep in mind those dates are just estimates, not guarantees.

It's been less than a week and your package was scanned in Jacksonville this morning. I expect you'll receive it soon.

If you have a package that's been in transit for 2 weeks, is it possible you are mixing up this order with one from another seller?

I'd go with something similar to that ^^^ @loose_goose_garage .

[sin-n-dex]

@loose_goose_garage 

Generally I reply factual, "You purchased on X, I shipped on Y" (specifying shipping as dropping it off at the post office or with the shipper), in my case there's a lag when it goes to the shipper so I explain that.

I also apologize the transaction is not turning out well for them (whether they're being unreasonable or not, it has something to do with acknowledging their frustration and how they feel instead of minimizing it). I would say something like "I'm sorry that this is turning into a frustrating experience for you" and not actually admit that I'm the cause of it (whether they think it's my fault or not).

If someone is impatient waiting is very difficult. I've had to wait indefinitely for things that might take a few days or might take a week, and after a few days it feels like I've waited so long. Your customer probably needs the item right away and feels like it's taking a long time even though it really hasn't taken that long.

I also follow up on their order every day to see where it's at and send them updates when I have new information (like saying "I see it's out for delivery today, you should receive it soon"). I find I don't get bad feedback from these types of customers when I'm attentive to their order (and seem to care that they're happy with the transaction, even though in reality I probably don't want to sell to them again or speak to them again once they receive the item). I won't block while they need to talk to me so I can resolve issues as they happen, and decide on blocking after it's all over.

I've had a few upset customers once in a while and often they apologize when everything is OK, and they see that sending me a message was enough to get me to pay attention to their order/shipment.

C.

[glorybells]

I agree with @squinkercat59.  It sounds like the person messaging you has the item mixed up with a different item from a different seller.  When this is over and done (meaning pointing out to the buyer that they seem to have the item mixed up with another purchase), I would still add them to your blocked buyer list.

[chevymontecarlo88]

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@sin-n-dex wrote:

I also follow up on their order every day to see where it's at and send them updates when I have new information (like saying "I see it's out for delivery today, you should receive it soon"). I find I don't get bad feedback from these types of customers when I'm attentive to their order (and seem to care that they're happy with the transaction, even though in reality I probably don't want to sell to them again or speak to them again once they receive the item). I won't block while they need to talk to me so I can resolve issues as they happen, and decide on blocking after it's all over.

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Great points and a good way to take care of your customers after the sale.

[natoman777]

I am sure I am repeating what others have said... I would reply that I shipped it the next day.  Once I give it to the USPS I can't control the speed of which they deliver.  I am sorry for it seeming long to you, but there is nothing that I can do.  It should arrive soon and in the time that USPS has said that it should.  If they reply negatively, don't reply back unless you like to get it a useless back and forth with an unreasonable buyer

[12345jamesstamps]

I would ignore the email.

It's not there yet...so just leave it alone.

Buyer might have had a few glasses of wine and emailed the wrong person.

Best not to even bring it up.