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Niche Problem: Dealing with Sellers with Illnesses

This is a fairly particular problem, but I've recently had to deal with it 3 times with 3 different sellers. Sellers who claim that due to their illness, they: didn't ship, shipped very late, didn't respond to messages about item with issues, etc. etc. etc.

 

I felt pretty guilty at first. Like "oh shoot this person has this disease it's completely reasonable they didn't respond". And while I want to believe that these are truths being told, I'm a bit unsure. On one hand, life is unpredictable and can screw your **bleep** up. On the other hand, sellers whether professional or amateur, make a commitment when putting up listings on this site (this is purely my opinion). If you are sick, make sure to take listings down, copy&paste a response to buyers regarding your situation, or ask a friend or family to take care and do either of the before. 

 

I say this because in my recent issue, a seller had sent an item with slightly incorrect parts (not too big of a deal, but wanted replacement parts). I messaged the seller and there was no response for over a week. So I left a negative feedback and moved on, seems fair to me. But this seller responded back yesterday (the transaction was over a month old at this point) and informed me they were sick, would send replacements, and complained about the negative feedback.

 

I get it. Sickness occurs. But as a buyer, I'm paying money with the expectation to get the item in a timely manner as described. I feel like that's fair. Thoughts on this? Should I be more understanding and wait longer before leaving negative feedback or taking action?

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Niche Problem: Dealing with Sellers with Illnesses


@myjunqueyourtreasure wrote:

Having just been through this early this year, it's not as easy as it sounds. "Just put your stores on vacation. Just end your listings".

 

Taken to hospital by ambulance from work in the middle of the night, I was so out of it on pain meds for about 3 days I couldn't do anything at all. My daughter even brought in my tablet so I could do something with ebay and I couldn't wrap my mind around it.

 

At least I had 2 day handling so basically all I ended up with was a massive amount of late shipping dings (and a LOT were multiple items) and now fighting my way back to TRS after they put me above standard.

 

None of the buyers seemed to care and I even had FB from that time about "fast shipping" so there you go - the only one who cared about it was ebay.

 

My daughter COULD have ended my listings or put my stores on vacation but as I was still alive and kicking she was scared she'd do "the wrong thing". I'm sure if I'd actually keeled over it would be a different story.

 

Did I tell my tale of woe to buyers? No, of course not. I just apologised to those where it was late shipping.

 

In hindsight, when I got home I SHOULD have shipped the last ones in first and I would have had less shipping dings, but I did what I thought was the "right thing" and shipped in the order they'd come in. Oh well, lesson learned LOL

 


The professionalism under adverse circumstances, such as yours, is truly amazing.  So sorry you were in that situation, and about the shipping dings.  You were trying to be fair and take care of those who bought first, like they tell you in phone trees, your call will be taken in the order in which it was received.  I hope you never had to use that lesson learned again.

 

Your daughter's feelings are understandable.  As I said, those who may be back up aren't used to dealing with this and may have issues in doing so, in addition to the fact they are under stress as well with having their loved one out of commission.  

Message 31 of 47
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Niche Problem: Dealing with Sellers with Illnesses

Many of us are seniors and have health serious issues that’s why I have a starter store. I put it on vacation today cause I can’t get out of bed. I also have a 3 day handling time. You absolutely should get your item shipped on time but have compassion for others too. I’m gonna say 3 sellers probably not all are being honest but every now and then it happens.
Patricia
eBay member for 25 years
Message 32 of 47
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Niche Problem: Dealing with Sellers with Illnesses

Oh gosh Madison. I’m so sorry to hear about your Mom. That must’ve been horrible for you. I know it’s been a long time but I’m sending you ❤️❤️💔💔
Patricia
eBay member for 25 years
Message 33 of 47
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Niche Problem: Dealing with Sellers with Illnesses


@myjunqueyourtreasure wrote:

Having just been through this early this year, it's not as easy as it sounds. "Just put your stores on vacation. Just end your listings".

 

Taken to hospital by ambulance from work in the middle of the night, I was so out of it on pain meds for about 3 days I couldn't do anything at all. My daughter even brought in my tablet so I could do something with ebay and I couldn't wrap my mind around it.

 

At least I had 2 day handling so basically all I ended up with was a massive amount of late shipping dings (and a LOT were multiple items) and now fighting my way back to TRS after they put me above standard.

 

None of the buyers seemed to care and I even had FB from that time about "fast shipping" so there you go - the only one who cared about it was ebay.

 

My daughter COULD have ended my listings or put my stores on vacation but as I was still alive and kicking she was scared she'd do "the wrong thing". I'm sure if I'd actually keeled over it would be a different story.

 

Did I tell my tale of woe to buyers? No, of course not. I just apologised to those where it was late shipping.

 

In hindsight, when I got home I SHOULD have shipped the last ones in first and I would have had less shipping dings, but I did what I thought was the "right thing" and shipped in the order they'd come in. Oh well, lesson learned LOL

 


Oh my gosh! That’s scary. I’m glad you’re ok and those late shipping dings will go away. When my hubby was taken out of here barely alive in January I still had to ship but I did put my store on vacation. That starter store is worth the $8 a month.

Patricia
eBay member for 25 years
Message 34 of 47
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Niche Problem: Dealing with Sellers with Illnesses


@mg152 wrote:
Oh gosh Madison. I’m so sorry to hear about your Mom. That must’ve been horrible for you. I know it’s been a long time but I’m sending you ❤️❤️💔💔

That's sweet of you, @mg152 , wish you were having a better day today, though.

 

I join you in sending that heartheartheartheart  

 

I seriously don't know how he did that-shipping nine packages when that happened.

Message 35 of 47
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Niche Problem: Dealing with Sellers with Illnesses

The only time that I shipped "late" was when my BF died - it was a very difficult time for me.  Although expected, I did not know that it was as soon as it was.  I emailed each buyer who was very understanding and managed to ship three (3) days later which was way out of character for me.  

 

I will add that I've always had next day shipping even before handling time was imposed on Sellers.

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Niche Problem: Dealing with Sellers with Illnesses

I've got a better understanding of the situation. I think I'll take a more active effort in contacting sellers with these issues. I tended to give a week before giving a negative feedback because I had the mentality of "get through the transaction quickly" instead of mulling over a transaction for weeks. Perhaps this is a lack of compassion as I know a negative feedback can be devastating on Ebay and I'll definitely try all other options first.

 

And for those who left sarcastic responses (just a few), you don't seem to understand the OP. This isn't a case of a couple days of sickness and lack of communication from the seller, it's been a span of an entire month after the receiving the item. If you as a buyer are okay with having faulty/wrong items for a month politely waiting for the seller to hopefully respond, go ahead. But I will take compassion as far as it reasonably justifies. I don't give negative feedback to spite sellers, I do it to warn other buyers (and more often than not, these sellers already have negative feedback with similar Issues. Stay safe, sell safe, and thanks for the enlightening discussion.

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Niche Problem: Dealing with Sellers with Illnesses


@castlemagicmemories wrote:

@creekcoyote wrote:

@castlemagicmemories wrote:

@*madison wrote:

When buyers pay, they just want the item, they are not interested in excuses, they didn't buy an excuse.

 

Buyers have their own health and family issues to think about, they don't need sellers telling them about their own tales of woe.  No-one cares, just ship the item please.


I see your point.  It may also depend on how many times they have heard the story before.  Water weareth away stone and all that.  Patience may not be inexhaustible.  I give people the benefit of the doubt, but you know you can also be taken advantage of in this way.  

 

 

 

 

 

Most buyers honestly don't have to worry about be taken advantage of.   

This is E-bay where 99% of the time they will get their money back if they simply file a timely claim.

 

Yes, people want the item that they paid for but that doesn't always happen.

 

In  a case like this,  my first concern would be to ensure that I got my money back or would be able to get my money back if I didn't get the item within ten days to two weeks.   Actually, under any circumstances, quick shipping is not a concern of mine.   I have never bought anything on-line that was so important that I couldn't wait at least ten days for it to show up.

 

All the issues over quick shipping simply 'boggles' my mind.  But that is for another thread at another time.


 


I'm sorry, perhaps I was not clear there.  When I referred to being taken advantage of, I mean in the sense that you may be falling for something that is not true~as in it depends on how many times you have heard a story~and things aren't always true.  I've worked with people who took off because their Mother died~only to have their Mother call in to talk to them.  That's an illustration.  I'm aware that this happens but hopefully we can remind ourselves that it may be true (death in the family, or seller illness, either one) and react compassionately.

 

I also never meant in relation to quick shipping; that's why I say somewhat timely, and I have often said that nothing needs to be that fast~I understand it involved transit~and it isn't a heart or insulin.  I'm aware of cases for not as described or INR, and that you have thirty days past the last date of the estimated delivery timeframe to file a case.  I know that getting the item you paid for doesn't always happen.

 

 


I understand what you are saying.  I just don't think that it necessarily applies here on E-bay.    There is nothing wrong with being compassionate and allowing the seller more time,  even if the reason stated by the seller isn't the correct one.  

I would take the seller at their word and then if I didn't get my item within a week or two, would simply file for a INR and refund.

We are continually being reminded on these threads that this is just a business deal, nothing personal.

 

So I wouldn't waste any time thinking that I was being taken advantage of.    There is very little that a seller can do, on this site, to take advantage of a buyer.   So they had to wait an extra week for their item.  They still would get their item.  That is not being taken advantage of. 

 

I guess I fail to understand just what benefit a seller would have in deliberately not shipping as they stated unless there was a reason for it. 

 

Almost every delivery time is an estimated time.   No guarantee that the item will get to the buyer on the exact date.  None of these delivery times is written in blood.   If I remember reading the shipping times on many of the items that I have bought, the term used was 'usually ships in such and such a  time.'  Except for the guarantee that E-bay gives to the buyer.

 

And E-bay does give ample time to file a claim even if the item doesn't come after two weeks.

 

And if the buyer didn't get their item or get refunded, that would, most likely, rest totally on the back of the buyer for not following the policies of E-bay to ensure that they would get their money back.

 

 

COYOTES RULE!!!

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Niche Problem: Dealing with Sellers with Illnesses

It only takes a minute for a seller to put their site on vacation mode  if they start to feel sick . 

 

I'm picturing some poor guy clutching at his chest as the medics carry him out on a gurney.

 

My listings!  My listings!  Must set vacation mode!  Must set vacation mode!

 

The EMTs will deliver him to Emergency in a Binder Lift with a note about excitational delirium.


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Message 39 of 47
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Niche Problem: Dealing with Sellers with Illnesses

I'm sorry to hear you've been having a tough time.  Hope you're on the mend and that things with your brother improve.


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Niche Problem: Dealing with Sellers with Illnesses


@castlemagicmemories wrote:

There is nothing wrong with having standards. Just keep in mind the nature of this platform with its wide variations of professionalism. From grandma selling her collectibles to large companies with well trained staff, they are all here. Do your due diligence but don’t be surprised by the occasional lapse in professional demeaner.

 

So true, but hopefully that lapse in professional demeanor is not going to be so profound as to be truly far beyond the pale appalling.

 

Part of the problem is some have no idea what acceptable or professional behavior is~but quickly attach it to others.  The buyer who is irate because he is blocked for asking if an item is authentic~the seller is rude and not fair.  The seller who sends a SNAD but thinks a refund makes everything fine~the buyer is rude and not fair.

 

One can only hope that compassion, courtesy and understanding is a two way street.


Today, it's only really eBay whose compassion we dare hope for - as they're the ones who'll lower the boom on a seller who doesn't perform and won't really care about the reason, even if the reason is a medical emergency.

 

In the past, the buyers who left negative feedback for non performance were really harmful to a seller, despite their neg being justified.  And a lot of buyers, have been known to 'pile on' - seeing several incoming negs for their seller, they'll add their own to the seller's profile, often much sooner than they might otherwise do if the seller's performance failure was simply a one-off.

 

Today, the red neg looks bad but doesn't really hurt the seller, although sellers will still complain about it (it's a bummer all right but I don't really expect a buyer not do neg a seller and this will get worse, I suspect, if the seller is hospitalized for a lengthy period with no back-up to end those store listings that are now GTC instead of 30 days.  Buyers who don't get their item are more likely to want to "warn" other buyers when they see that in addition to their seller not shipping their item, the seller still has 200 listings running)

 

But the worst thing for such a seller now is not the neg from the buyer - it's the defect which will come from an INR that is not resolved by the seller.   Even the seller who can prove that he was incapacitated for a lengthy period is not likely to be allowed to start over by eBay.   


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Niche Problem: Dealing with Sellers with Illnesses

By the way - I agree with you about compassion.  It can be disheartening to see how cynical buyers and sellers seem to have become over the years - disappointments from one or two transaction partners lead to mistrust in everyone.

 

When I was a denizen of the Feedback board (it seemed sometimes that all roads eventually led to the Feedback Board)  it was sometimes shocking both how some people could be so deceptive (I recall one seller who used the excuse of the death of his father 5 separate times over a year apart.   He must have come from a VERY extended family)  while at the other end of the spectrum it was equally shocking how cynical mistrust could quickly turn to outright cruelty (I recall a seller who complained that her buyer of a large lot of baby clothes asked to be excused from the sale because she had miscarried her baby about 7 1/2 months along but said that if the seller insisted she'd still pay for the items)  The seller wanted opinions on whether she should insist.  Back then the rules about NAMING AND SHAMING were non-existent and soon the buyer was told about the thread and  arrived to explain/defend herself and people were piling on her saying she was a liar unless she was prepared to show her medical receipts to the seller and demanding why, if she was so ill and depressed, she'd just bought a halloween costume)  It was a nightmare.  Just so cruel to someone who'd suffered a loss.  The halloween costume was the icing on the cake, for me.

Similarly, a seller was hospitalized in a coma for 2 months and eventually returned home to find his business destroyed by negs. He lived alone, had no back-up plan, and back then there was no such thing as a store that you could put on vacation.  It was a kinder gentler eBay back then though, and he was permitted to sell again after proving to eBay that he'd been ill.  Today I don't think he would. in fact I'm sure that he wouldn't.


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Niche Problem: Dealing with Sellers with Illnesses


@city*satins wrote:

@castlemagicmemories wrote:

There is nothing wrong with having standards. Just keep in mind the nature of this platform with its wide variations of professionalism. From grandma selling her collectibles to large companies with well trained staff, they are all here. Do your due diligence but don’t be surprised by the occasional lapse in professional demeaner.

 

So true, but hopefully that lapse in professional demeanor is not going to be so profound as to be truly far beyond the pale appalling.

 

Part of the problem is some have no idea what acceptable or professional behavior is~but quickly attach it to others.  The buyer who is irate because he is blocked for asking if an item is authentic~the seller is rude and not fair.  The seller who sends a SNAD but thinks a refund makes everything fine~the buyer is rude and not fair.

 

One can only hope that compassion, courtesy and understanding is a two way street.


Today, it's only really eBay whose compassion we dare hope for - as they're the ones who'll lower the boom on a seller who doesn't perform and won't really care about the reason, even if the reason is a medical emergency.

 

In the past, the buyers who left negative feedback for non performance were really harmful to a seller, despite their neg being justified.  And a lot of buyers, have been known to 'pile on' - seeing several incoming negs for their seller, they'll add their own to the seller's profile, often much sooner than they might otherwise do if the seller's performance failure was simply a one-off.

 

Today, the red neg looks bad but doesn't really hurt the seller, although sellers will still complain about it (it's a bummer all right but I don't really expect a buyer not do neg a seller and this will get worse, I suspect, if the seller is hospitalized for a lengthy period with no back-up to end those store listings that are now GTC instead of 30 days.  Buyers who don't get their item are more likely to want to "warn" other buyers when they see that in addition to their seller not shipping their item, the seller still has 200 listings running)

 

But the worst thing for such a seller now is not the neg from the buyer - it's the defect which will come from an INR that is not resolved by the seller.   Even the seller who can prove that he was incapacitated for a lengthy period is not likely to be allowed to start over by eBay.   


@city*satins I don't consider shipping late due to illness a lapse in professional demeanor to be truly beyond the pale appalling.  I was referring more to hostile communication or profanity.  I've experienced that as well as others who have posted it on the Buying Board.

 

I remember when negative feedback really hurt a seller with eBay, and while that is not the case anymore, it can still hurt the seller's business/livelihood if buyers decide to hit the back button.

 

That's a great point; it may further concern a buyer whose item has not been shipped if they see listings being re listed.  The pile on is unfortunate.  

 

I agree, that is unfortunate.  Losing your selling privileges on top of a devastating catastrophic illness is a hard blow.  

 

 

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Niche Problem: Dealing with Sellers with Illnesses


@city*satins wrote:

By the way - I agree with you about compassion.  It can be disheartening to see how cynical buyers and sellers seem to have become over the years - disappointments from one or two transaction partners lead to mistrust in everyone.

 

When I was a denizen of the Feedback board (it seemed sometimes that all roads eventually led to the Feedback Board)  it was sometimes shocking both how some people could be so deceptive (I recall one seller who used the excuse of the death of his father 5 separate times over a year apart.   He must have come from a VERY extended family)  while at the other end of the spectrum it was equally shocking how cynical mistrust could quickly turn to outright cruelty (I recall a seller who complained that her buyer of a large lot of baby clothes asked to be excused from the sale because she had miscarried her baby about 7 1/2 months along but said that if the seller insisted she'd still pay for the items)  The seller wanted opinions on whether she should insist.  Back then the rules about NAMING AND SHAMING were non-existent and soon the buyer was told about the thread and  arrived to explain/defend herself and people were piling on her saying she was a liar unless she was prepared to show her medical receipts to the seller and demanding why, if she was so ill and depressed, she'd just bought a halloween costume)  It was a nightmare.  Just so cruel to someone who'd suffered a loss.  The halloween costume was the icing on the cake, for me.

Similarly, a seller was hospitalized in a coma for 2 months and eventually returned home to find his business destroyed by negs. He lived alone, had no back-up plan, and back then there was no such thing as a store that you could put on vacation.  It was a kinder gentler eBay back then though, and he was permitted to sell again after proving to eBay that he'd been ill.  Today I don't think he would. in fact I'm sure that he wouldn't.


Thank you.  I value your opinion~you know that.  Sadly people can be cruel as you have seen~with the poor woman who suffered a miscarriage.  

 

That is a sad story about the seller who was in a coma for two months.  I'm glad he was allowed to sell again.   

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Niche Problem: Dealing with Sellers with Illnesses

On April 2nd 2018 I fell down the stairs and ended up in the hospital for 3 days.  I didnt have any way to communicate with anyone about my ebay store.  That was just 3 days.  My family knows what to do but no one really cared.  You walk up to stores all the time and they are closed because of A or B.  It is entirely possible for someone to get hurt and eBay flys by the wayside.  I didnt have anything negative happen to me and only had a few sales that I was able to cover as soon as I got home.  I have my shipping set for 3 days now just for that reason.  The adage it will never happen to me does not exist.

Wherever you go, there you are. Please remember, when you are asked if you are a god, you say yes.
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