eBay

saintpaulgolf · ‎05-18-2018

Buyer sent me an email earlier today about an item they received damaged. I work days. Didn't even have a chance to in any way address their issue - there were numerous ways to handle this situation: I have more of the same bobble head; I could have sent them a new one; I could have refunded them.

I didn't even get a chance to respond via email to them to discuss how they wanted to proceed.

What the heck?

saintpaulgolf · ‎05-18-2018

Aren't people supposed to contact you before they leave negative feedback?

slippinjimmy · ‎05-18-2018

@saintpaulgolf wrote:
Aren't people supposed to contact you before they leave negative feedback?

There is no requirement for contact and even if there was your buyer DID contact you.

Paranoia strikes deep
Into your life it will creep

castlemagicmemories · ‎05-18-2018

@saintpaulgolf wrote:
Aren't people supposed to contact you before they leave negative feedback?

From the OP:

Buyer sent me an email earlier today

saintpaulgolf · ‎05-18-2018

Are you KIDDING me? I work days/nights. I had no chance to respond.

Moreover, they claim the item was broken. How am I supposed to even know this - aren't they supposed to at least provide photos?

And before the people come out of the woodwork here and put me on blast for negatives I've had in my past, please spare me.

castlemagicmemories · ‎05-18-2018

Sorry, no, they aren't required to provide pictures.

Sorry you did not have a chance to respond, but the buyer did contact you. The email was the contact. Contact occurs with or without your response.

It is only suggested that buyers contact sellers. They are not required to and it is not mandatory. Some buyers are reluctant to contact sellers because of the horrible way they may have been treated when they contacted them before, so they may skip contacting them and just post a neg or open a case because they don't want to deal with a hassle.

Sorry this happened to you, OP.

fashunu4eeuh · ‎05-18-2018

@saintpaulgolf wrote:
“...Moreover, they claim the item was broken. How am I supposed to even know this - aren't they supposed to at least provide photos?...”

No, the buyer does not have to provide photos.

I’m very sorry your buyer jumped the gun. Some think eBay sellers are plugged in 24/7. They should have allowed 24 hours for your response. Instead, they felt you were unresponsive or avoidant apparently.

I check my messages multiple times a day even when i have no listings up. Because PayPal allows 180 days for returns, it is very possible someone might want a refund months after the sale. Its my job to be available to my customers.

I would quickly address this buyer’s needs and wow them with my customer service skills. Then after they have received some satisfaction and settled down, i would send them a feedback revision request.

pburn · ‎05-18-2018

@saintpaulgolf wrote:

And before the people come out of the woodwork here and put me on blast for negatives I've had in my past, please spare me.

We can see only one negative feedback comment, and it's the one you're posting about in this thread. But you say there have been others, eh? Interesting you would be the one to bring those up--instead of us.

mam98031 · ‎05-18-2018

@saintpaulgolf wrote:
Are you KIDDING me? I work days/nights. I had no chance to respond.

Moreover, they claim the item was broken. How am I supposed to even know this - aren't they supposed to at least provide photos?

And before the people come out of the woodwork here and put me on blast for negatives I've had in my past, please spare me.

Take a deep breath. I know how frustrating this situation can be. While your buyer did contact you, they did not allow you very much time to respond before they left the FB.

Per the FB they left, they are saying the box was broken. They didn't say there was any damage to the items you sold them. Well at least not in the FB they left. They may have said something in the email they sent you.

What you need to do is take a step back from this. Get in control of your emotions and feelings on the matter. You should NOT have responded to the FB yet. The first thing you want to do in a case like this is to try and get some open communication going with your buyer.

I am NOT picking on you. But you need to communicate with your buyer PROFESSIONALLY and politely. Well that is if you want to turn this situation around. If it is more important to point fingers and vent, then you most likely will not get anywhere with your buyer that will end positively for you.

Write a short note to your buyer. Express your concern over whatever it is that happened to the package. Let them know that you are very willing to work with them to resolve the matter and apologize for your delay in responding to them as you have a day job.

Leave it at that and see how they respond. They are likely to give you more details about what the issue is. Are the products damaged or was it just the shipping box. Work with them, have them return the items for a refund if that works. Do NOT bring up the FB they left untill you come to an agreement with your buyer on how to resolve the issues with the purchase.

AFTER that is done, politely ask them if they would consider revising the FB they left for you. If they agree, and not before, then send them a FB revision form. Let them know it is coming as it does have a shelf life. If they don't use it before it expires, you can not send another one.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

gracieallen01 · ‎05-19-2018

Well, there is a good chance that if you e-mail the buyer, they will consider revising the FB for a free replacement - and a refund (for their inconvenience, you understand).

Not saying 'NO' doesn't mean 'YES'.

The foolishness of one's actions or words is determined by the number of witnesses.

Perhaps if Brains were described as an APP, many people would use them more often.

Respect, like money, is only of 'worth' when it is earned - with all due respect, it can not be ordained, legislated or coerced. Anonymous

fern*wood · ‎05-19-2018

Many people are impatient. I would not have done a follow-up yet, especially if it is to chastise the buyer. I would have written to them if that is what you normally do when there is a problem. Just because they were poor at communication doesn't mean you have to be. I would not mention feedback at all until all communication over the problem is finished.

If you wish to refund, replace, or ignore, that is your choice if no case was opened. Later, depending on the what transpires, you can always ask if they would consider a revision.

the*dog*ate*my*tablecloth · ‎05-19-2018

Fix the problem then ask for a revision.

mam98031 · ‎05-19-2018

@gracieallen01 wrote:
Well, there is a good chance that if you e-mail the buyer, they will consider revising the FB for a free replacement - and a refund (for their inconvenience, you understand).

That would be bribery and I wouldn't advise any seller to participate in something like this. It is also against the Ebay rules as well.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

saintpaulgolf · ‎05-19-2018

I hear people on this forum (usually buyers) say this.

If you go into a restaurant and get a late order, or the wrong order, and they offer you a refund or free meal at another time, is that "BRIBERY" as well?

mam98031 · ‎05-19-2018

@saintpaulgolf wrote:
I hear people on this forum (usually buyers) say this.

If you go into a restaurant and get a late order, or the wrong order, and they offer you a refund or free meal at another time, is that "BRIBERY" as well?

I don't make Ebay's rules. Ebay does. It doesn't matter if you or I agree with them, they are their rules and you are not allowed to offer someone something in exchange for FB of any kind.

If you choose to do this, then do it at your own risk. You can explain your position to Ebay and see how far it gets you.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999