eBay

Anonymous · ‎04-29-2017

I got a negative today, attributed to a USPS delay. Buyer paid on 4/21, I shipped on 4/21 via USPS First Class, and the package was delivered today, 4/29. Apparently the package got stuck at a couple of sort facilities along the way.

This was an unexpected negative, because I had been in communication with the buyer earlier this week. I responded promptly, as did the buyer to my messages. I was apologetic for the delay and thanked him for his patience. He seemed understanding and said he knows it's not the seller's fault because of USPS routing/handling mistakes. He mentioned being a seller too, and even related a specific example of how USPS had fumbled one of his shipments.

He said he no longer needs the item, and asked what to do with the package when it arrives. I said he may refuse it and we'll issue a full refund upon receipt. It was a $10 item, including free shipping. He responded, with "OK, thanks."

The item he bought was a part for a customer's car that needed to be fixed ASAP. So the negative FB mentions how he had a negative experience because of the the 8-day transit time and how he lost a customer and lost money. He also tagged on "overpriced" to the feedback comment.

The buyer also recently left a neutral for another seller, commenting on the deceptiveness of their listing. Majority of other past feedbacks left are positive, with an occasional negative or neutral.

What do you think, any chance this buyer might revise? Or better to just leave a reply to the neg, like "Shipped same day, sincere apologies for the USPS delay". I highly doubt the FB would qualify for removal by eBay, so I won't even bother.

I feel that the buyer left the negative mostly out of frustration because of the carrier delay and perhaps his customer was upset and not so understanding. So he takes it out by leaving negative FB. I'm not sure if there's anything I can do to make him satisfied enough to revise.

Any other suggestions/advice is welcome ... thank you!

Anonymous · ‎05-06-2017

Thank you Copper!

You're right, and the buyer did apologize for his late response -- he had a busy week. I'll remember to always give it about a week before deciding that someone isn't going to respond.

I hope he does become a loyal repeat customer. Sometimes it's the customers who have problems that are satisfactorily resolved that are the ones who end up being more loyal than customers who didn't experience any problem.

Too bad I still haven't heard back from the buyer who gave a neutral. Actually, yesterday I decided to send a copy of my message directly to his email instead of via eBay messaging, just in case the message wasn't forwarded to his real email. I'll give it another week or so before responding to the neutral FB.

moo*cow*corner · ‎05-06-2017

Hope he does become a loyal repeat customer. One who doesn't leave red dots in a snit fit. Especially over a perceived postal delay out of the seller's control. And expect a refund to remove it. I suppose you'll find out eventually if he buys again.

Man I'm cynical today. Sending best wishes that your good deed will remain forever unpunished.

Déjà Moo: The strange feeling that I've heard this bull before...

Anonymous · ‎05-06-2017

@moo*cow*corner wrote:
Hope he does become a loyal repeat customer. One who doesn't leave red dots in a snit fit. Especially over a perceived postal delay out of the seller's control. And expect a refund to remove it. I suppose you'll find out eventually if he buys again.

Man I'm cynical today. Sending best wishes that your good deed will remain forever unpunished.

Thanks Moo. It's perfectly fine to be cynical. I know, I know, "no good deed goes unpunished". I'm crossing my fingers that I did the right thing this time and by some magical luck this good deed will remain unpunished.