Issue with buyer

[shawn_mcentee]

So I recently had to cancel a sale because the buyer messaged the next day "I didn't immediately pay for my item not to ship. You're slow". Went on how they are a top rated seller etc. I have my handing time set for 2 days, it wasn't even 24hrs.

From that I canceled his order because I took it as an unreasonable demand and he was not happy with the transaction. (Also Blocked them) They left negative feedback which Ebay will not remove. That is not the issue. 

The issue is. Same item on relisted auction, one week later. The winning bidder has the same last name and the address is within 5min of each other. Obviously relative or even the same person. What can I do to cancel this order without getting negative feedback? Especially feedback that cannot be removed again? I called CS and they were no help at all.

They are going to do the same thing if I cancel even with issue with the buyers shipping address. 

[itsjustasprain]

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@stainlessenginecovers wrote:
I'm referring to saying it RIGHT on the front of the listing, right below the Buy It Now button..

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Okay - from here in my buying account I looked at my own listings in my selling account so I could see them like any other user. I have both Fixed Price and auctions going and have a 1-day Handling time on all.

I agree that Ebay only states the Handling time for Fixed Price listings. Not sure why auctions are excluded from showing their Handling time. They do give an Estimated Date of Delivery range for what that is worth. 

As for the upper screen shot above - it looks to me like that '5 business days' line is only shown on the main listing page if the Handling is set to 5 days or more - and therefore that triggers the amber alert on the main page showing the extended delivery date. Otherwise if an extended Handling time is not in effect then the exact number of days does not appear on the main page - only in the See Details popup window for the Shipping details.

[stainlessenginecovers]

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@itsjustasprain wrote:

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@stainlessenginecovers wrote:
I'm referring to saying it RIGHT on the front of the listing, right below the Buy It Now button..

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Okay - from here in my buying account I looked at my own listings in my selling account so I could see them like any other user. I have both Fixed Price and auctions going and have a 1-day Handling time on all.

I agree that Ebay only states the Handling time for Fixed Price listings. Not sure why auctions are excluded from showing their Handling time. They do give an Estimated Date of Delivery range for what that is worth. 

As for the upper screen shot above - it looks to me like that '5 business days' line is only shown on the main listing page if the Handling is set to 5 days or more - and therefore that triggers the amber alert on the main page showing the extended delivery date. Otherwise if an extended Handling time is not in effect then the exact number of days does not appear on the main page - only in the See Details popup window for the Shipping details.

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Which is exactly what I was stating- if you want it to SHOW- you need 5 days; otherwise it's buried.

And by the way, I sell about 150 items a month; 35+ a week and I get no less than 3 messages per week from my customers asking 'when is this shipping' and they are asking 1 or 2 days after purchase.

That is no less than 150 a year, if that many people do NOT see the obvious Yellow Alert 5 Days Handling, can you imagine how many do NOT see 2,3,4 days when it is NOT even shown at all (without knowing to clickety click?) 

Also, many buyers don't understand that it is 'business days' so even someone with 2 days handling, if someone buys on Friday- it means it will ship OUT by Tuesday, because '1 day' would be Monday; 2 days is Tuesday. 

[robbie31415]

Yeah, I know i just wanted to clarify why you were seeing a difference.

The seller did an over reaction.

Because in auction format the handling time is less clearly defined.

But if you didn't check the images on the feedback and see the message.

Seller pressed information that was never fully given an insulting way.

I also like how the buyer admits they were a bit rude in their slow comment.

But to cancel because someone said you are slow. I think negative feedback deserved.

[robbie31415]

Business days aren't the same for everyone.

They are defined by the seller.

Since my business days include Saturday it would be Monday not Tuesday if I had a 2 day handling.

[stainlessenginecovers]

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@robbie31415 wrote:

Business days aren't the same for everyone.

They are defined by the seller.

Since my business days include Saturday it would be Monday not Tuesday if I had a 2 day handling.

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it just never stops; a 'business' day per any shipping company is M-F even though USPS is 'open' and 'delivers' on Saturdays, it is NOT considered a business day

What Is a Business Day?

A business day refers to any day in which normal business operations are conducted. In Western countries, a business day lasts eight hours and is considered to be Monday through Friday from 9 a.m. to 5 p.m. local time. Business days do not include weekends and public holidays. 

[robbie31415]

Once again you are wrong.

The business day on eBay is defined by each seller.

I should keep a counter to amount of times I gotta tell you.

 

 

 https://www.ebay.com/sellercenter/shipping/preparing-your-shipment/handling-time

[itsjustasprain]

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@robbie31415 wrote:

Once again you are wrong.

The business day on eBay is defined by each seller.

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Would it be more accurate to maybe say that each seller can define their own WORKING days? That is what the screenshot above is calling them. If the seller wants to make Saturday or Sunday working days for himself then he can do so in that form. But the term 'business' day is a little more specific and as that quote from stainless says - a business day in the western world is generally accepted to be Monday to Friday and 9 to 5. Ebay counts Sat/Sun/Mon to be 1 and the same working day.

[stainlessenginecovers]

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@robbie31415 wrote:

Once again you are wrong.

The business day on eBay is defined by each seller.

I should keep a counter to amount of times I gotta tell you.

 

 

 https://www.ebay.com/sellercenter/shipping/preparing-your-shipment/handling-time

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Handling time | Seller Center (ebay.com)

What is handling time?

Handling time is the number of days between when you receive payment for an item and when your package is scanned by your shipping carrier. This can include business days only, or you have the option to include Saturdays and/or Sundays if you ship on those days.

Even ebay shows 'BUSINESS DAYS' and an Option to include Sat/Sun but those are NOT business days.

But, you can keep track of whatever you want to; I only tried to state now 2 things which are BOTH correct;

1.) you need 5 days handling for it to SHOW on the listing (without trying to 'find it)

2.) Business days are M-F

[robbie31415]

No.

Because eBay refers to them as business days on the listing.

Sellers define their business days on eBay by setting their working days.

 

Think about it.   What would happen if you make your working days to include Saturday and your handling time set to 1 business day for an order that came in on Friday.

What is 1 business day?

It's not Monday 😉

[robbie31415]

You refuse to get it.

Ebay uses it in a general term, however adjusting your working days in fact changes your business days on the listing.

If you include Saturday in your working days.

If a buyer purchases on Friday. The listing will say it will be shipped in 1 business day.

However that business day would be Saturday if you defined your working days to include Saturday.

You can pretend all you want that I'm wrong.

But you define your business days on eBay.

[mirror-in-the-attic]

I can see why your initial reaction to a statement like that would be defensive.

With that being said, as  another commented, you must develop a thick skin if you aim to deal with the public. (If you don’t know, that essentially means you have to force yourself to not be reactionary when others are less than polite…no matter what.)

It’s easier in this situation because you can step away and give yourself a pause before answering, (You’re not face to face or on the phone)  In this case, what’s done is done.  I hope you’ve taken some good advice.  You should have dealt with this person kindly.  Apologizing that they are waiting for their item and promise to get it out asap.  Delicately mentioning a 5 day handling time (so they realize you actually aren’t falling short of expectations,  rather they were just not properly informed) and then did what you could to get the item out asap.

As it stands, you’ve harmed your seller metrics.  So, if for that reason alone, you don’t want to proceed in this manner again.

Remember, it’s not personal.  It’s simply business.  You had a customer that wanted what you had, and quick!  That’s not a bad thing at all.  Now, you just need to keep that in mind for every transaction and act accordingly.  Always keep the goal in mind, a fast, easy, and pleasant transaction.