I got a Neg for doing the right thing

[jabarno54]

I get up around 5:30 am every morning and check my ebay for anything I need to ship. It used to take me as much as 3 hours to pack everything for shipping (not anymore it takes 20 minutes, if there is anything at all). About 2 weeks ago there was an offer for a 70 amp circuit breaker (a low offer) but I said WTH I'll just let it go. That was about 7am when I accepted the offer, by 8am the guy paid and within 15 minutes I packed it and tossed it in the mailbox before leaving for work. I got home around noon and found a message from the guy wanting to cancel. I messaged back that it was too late to cancel but, when he received it he could just send it back and I would give him a full refund. I never heard back from him. The other day I looked at my feedback and low and behold he gave me a Neg because I shipped too fast and could not honor his cancellation. It seems to be getting harder and harder to please anyone, I've been tossing stuff in the trash and listing other stuff cheap, I've also stopped buying. When everything is gone I'll be done here and I've been selling since around 2000 under 2 different accounts.

[castlemagicmemories]

I have had more than one customer upset because I could not ship out same day. I am sure I am not the only one.

Seriously?  I believe you but that is just sad.  NOTHING is that crucial.  As one poster says, it's not insulin.  I usually say, it's not a heart or a kidney.

You can't get that kind of service from large companies with shipping departments.  I ordered from a major company recently and they took almost a week to ship it.  That's ok, I don't expect it to be beamed over.

[castlemagicmemories]

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@ed8108 wrote:

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@luckythewinner wrote:

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@pingpong517 wrote:
the buyer has to be a grown up too and accept that they wanted and bought it

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On eBay, the buyer is not required to be a grown up.

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Buyer feels entitlement to have had an opportunity to cancel, & has been harmed by this sellers very prompt shipping of the item purchased.

However, ebay has not provided this buyer with an entitlement but only afforded the buyer an opportunity to request a cancellation which the seller can decline.

Buyer's complaint has absolutely no merit . Seller conformed and acted within ebay policy.

EBay should respect & recognize it's own policy & not allow to stand a buyer complaint that is based upon an entitlement that does not even exist.

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Absolutely right, Ed, but I think many buyers don't understand how the site works or how cancellations work.  They just assume and get it wrong.  Many threads on the Buying Board complain about cancellations.  They think it is a foregone conclusion.  They don't know or understand why or how it works and that the seller has three days to make a decision to accept or decline the cancellation.

[bigdeals.etc]

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@castlemagicmemories wrote:

I have had more than one customer upset because I could not ship out same day. I am sure I am not the only one.

Seriously?  I believe you but that is just sad.  NOTHING is that crucial.  As one poster says, it's not insulin.  I usually say, it's not a heart or a kidney.

You can't get that kind of service from large companies with shipping departments.  I ordered from a major company recently and they took almost a week to ship it.  That's ok, I don't expect it to be beamed over.

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Yea unfortunately @pauls-parts is right. I've actually had that happen to me MORE than a handful of times... and still continue to. Just two weeks ago a buyer rudely asked me if I shipped the item yet (they bought on Thurs and messaged me Thurs). I actually DID ship it same day and told him it was sent out and tracking shows the ETA will be on Monday. Next day he replies "Well it hasn't shown up yet and it's already Friday!"   ¯\_(ツ)_/¯

[newview]

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@gramophone-georg wrote:

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@bubbleman2010 wrote:

You have to take in the lag time ebay has for GOTCHA sucker emails. Buyers get a email from ebay within mins. after purchasing a item showing them items they never saw in search and are lower priced than their purchase.. Folks shipping same day will get bitten by that ebay bug..

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THIS RIGHT HERE is a HUGE part of this problem. As a buyer only, I'm seeing it constantly, to the point that I'll use Google search rather than eBay, or just buy elsewhere all together.

eBay is just too arrogant to see how badly they are alienating even long time dedicated buyers with all this constant nonsense... and when a buyer DOES get upset over an issue caused BY EBAY eBay just lets the seller take the fall.

Incredible, but it just keeps going on and keeps growing with every silly change eBay makes.

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And what REALLY grinds my gears is ... eBay never showed that cheaper item in their search to begin with. It’s like rubbing salt in the wound.

[zamo-zuan]

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@where*you*crowin wrote:

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No you didn't. You just tried to make the seller feel bad and like they did the wrong thing.  It's the same type of thing you do all the time, and it gets old, very old.   Giving great service is NEVER the wrong thing.

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Strongly upvoted.

Just because eBay does not offer policies to protect you in some cases, does not mean you are doing a bad thing as a seller.

Many of our repeat customers choose us specifically because of our fast shipping. You have to offer fast shipping in order to be competitive at all towards the top of your category. Some top sellers shipping methods may be questionable, but shipping time is one of the more important factors.

Furthermore, his advice is questionable to say the least, because it will HURT YOU in the current search engine climate. And you would lose your TRS discounts. 

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@castlemagicmemories wrote:

I have had more than one customer upset because I could not ship out same day. I am sure I am not the only one.

Seriously?  I believe you but that is just sad.  NOTHING is that crucial.  As one poster says, it's not insulin.  I usually say, it's not a heart or a kidney.

You can't get that kind of service from large companies with shipping departments.  I ordered from a major company recently and they took almost a week to ship it.  That's ok, I don't expect it to be beamed over.

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 You would be shocked how many requests we get for this, we have to put notes daily on our orders because sellers request it "as fast as possible".

We can not 100% meet these requests (mondays are hard for example), but are able to the majority of the time. Customers are very happy and it does convert some repeat customers.

It does lead to a problem that eBay may not protect you from seller abuse. But that's just eBay. The policies are not air tight (and in some cases such as returns, are wide open). This does NOT mean you should ruin your reputation as a seller because of it.

Despite what some here have claimed, YOU can not be held responsible for eBay's policies allowing seller abuse. 

[lewisburggold]

No good deed goes unpunished.  Best regards

[missjen831]

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@castlemagicmemories wrote:

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@ed8108 wrote:

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@luckythewinner wrote:

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@pingpong517 wrote:
the buyer has to be a grown up too and accept that they wanted and bought it

---

On eBay, the buyer is not required to be a grown up.

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Buyer feels entitlement to have had an opportunity to cancel, & has been harmed by this sellers very prompt shipping of the item purchased.

However, ebay has not provided this buyer with an entitlement but only afforded the buyer an opportunity to request a cancellation which the seller can decline.

Buyer's complaint has absolutely no merit . Seller conformed and acted within ebay policy.

EBay should respect & recognize it's own policy & not allow to stand a buyer complaint that is based upon an entitlement that does not even exist.

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Absolutely right, Ed, but I think many buyers don't understand how the site works or how cancellations work.  They just assume and get it wrong.  Many threads on the Buying Board complain about cancellations.  They think it is a foregone conclusion.  They don't know or understand why or how it works and that the seller has three days to make a decision to accept or decline the cancellation.

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And that’s ebays fault because eBay erroneously tells them they can cancel their order. If eBay would use the correct wording, much confusion could be avoided.

[scga912]

@missjen831

1000 kudos to you.

Oddly enough, this thread prompted me to a post in Weekly Chat today (even before I read your last post).  I actually posted something about the inaccurate information on the Buyer Cancellation page 5 weeks ago.

@castlemagicmemories

Take a look at the Cancellation page for Buyers.  It tells them they can cancel within the first hour.  It doesn't tell them that it's a request.

@jabarno54

I linked your post in the Weekly Chat with eBay Staff.   I don't know if anything will come of it, but I even asked about helping you get your neg removed.

[castlemagicmemories]

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@scga912 wrote:

@missjen831

1000 kudos to you.

Oddly enough, this thread prompted me to a post in Weekly Chat today (even before I read your last post).  I actually posted something about the inaccurate information on the Buyer Cancellation page 5 weeks ago.

@castlemagicmemories

Take a look at the Cancellation page for Buyers.  It tells them they can cancel within the first hour.  It doesn't tell them that it's a request.

@jabarno54

I linked your post in the Weekly Chat with eBay Staff.   I don't know if anything will come of it, but I even asked about helping you get your neg removed.

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I know that.  My post said that buyers don't understand that it is just a request, they may not know the rules of the site or how the site works, and they may not care.  They don't know that the seller has the right to accept or decline their request, and that they have three days to make that decision.

It's my post number 47 in this thread.  Here it is again:

Absolutely right, Ed, but I think many buyers don't understand how the site works or how cancellations work.  They just assume and get it wrong.  Many threads on the Buying Board complain about cancellations.  They think it is a foregone conclusion.  They don't know or understand why or how it works and that the seller has three days to make a decision to accept or decline the cancellation.

[scga912]

@castlemagicmemories

According to the Cancellation page for buyers, they aren't wrong.  That's the rub.  eBay tells them they can cancel it themselves. (And then on the Cancellation page for sellers, they say it's a request that can be denied)

"If it's been less than an hour since your purchase, and the seller hasn't sent the item yet, you can cancel your order yourself.  Otherwise, you'll need to contact the seller and ask them to cancel it for you.
Depending on how long it's been since you made your purchase, either by selecting Buy It Now or by winning an auction, and whether the seller has dispatched it, you may be able to cancel your order.  If you can't cancel it yourself, you can ask the seller to cancel it for you.

Top Takeaway
If you change your mind within an hour of your purchase, and the seller hasn't dispatched your item yet, you can cancel the order.  If it's been longer than that, or the seller has already sent the item, you'll need to contact the seller." 

[jobs-7]

Here is Alan's response to your post.  What a bunch of bunk.

Hi @scga912, 

Our team is not able to remove feedback.

I do appreciate the seller shipping the item fast, that is good service. My advice to the seller in this situation would be to contact the buyer again and mention that they noticed they left negative feedback and in the message, they should encourage the buyer to send the item back for a refund (the buyer may have forgotten that they could send it back) Providing good customer service is key. When the buyer is happy with the transaction, the seller can then send the buyer a feedback revision request (link on this page) and the buyer can change the negative feedback into a positive one.

[scga912]

I saw the answer.  And while I know they can't remove feedback themselves, I hoped they could send it to the feedback removal team for consideration. 

I didn't like the rest of it one bit.  The seller already provided excellent customer service.

[janet9988]

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@luckythewinner wrote:

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I would appreciate shipping within minutes and I think it being considered a bad thing a seller does this because a few wishy washy buyers change their mind is an absurd notion.

I never said that shipping within 15 minutes was a "bad" thing for a seller to do. I simply said that it was no more "right" than waiting a bit and still shipping within your handling time. In fact, waiting for the paint to become tacky may be a prudent thing to do, given that this board is full of reports from sellers about buyers changing their minds. 

Even if I do think I need to cancel and the seller has already shipped. I’m not going to neg them and blame them.  

That may be true. But this buyer did. 

Why recommend we cater to the buyer like this instead of the good ones?

I never recommended "catering" to the buyer. I was simply suggesting that shipping the next day (or two days later, if you handling time allows that) is no less "right" than shipping in 15 minutes. And sometimes, a prudent pause can keep a minor issue from becoming a major headache. 

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AND IF YOU HOLD OFF SHIPPING 2 DAYS THE BUYER WILL NEG YOU FOR NOT SHIPPING RIGHT AWAY. 

LOL

[auctionpet]

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@jobs-7 wrote:

Here is Alan's response to your post.  What a bunch of bunk.

Hi @scga912, 

Our team is not able to remove feedback.

I do appreciate the seller shipping the item fast, that is good service. My advice to the seller in this situation would be to contact the buyer again and mention that they noticed they left negative feedback and in the message, they should encourage the buyer to send the item back for a refund (the buyer may have forgotten that they could send it back) Providing good customer service is key. When the buyer is happy with the transaction, the seller can then send the buyer a feedback revision request (link on this page) and the buyer can change the negative feedback into a positive one.

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So crazy! The seller had shipped the package, it was gone, how were they supposed to get it back! They also told the buyer to refuse the package upon receipt and they'd be refunded. How is that NOT good customer service! SO it's fine with ebay for a seller to suffer the consequences of a BUYER'S mistake. SMH.

Your darned if you do (ship quickly) and your darned if you don't!! (You can fill in the real word)

[auctionpet]

What's more amazing to me is the fact the buyer submitted best offer, which seller accepted. Meaning that was the price they were comfortable paying and no immediate payment was required after Seller accepted offer. So the buyer had plenty of time to figure out if they still wanted the item before paying!

I get up around 5:30 am every morning and check my ebay for anything I need to ship.

OP, You'd probably be better off sleeping in!