Problem with buyers who don't know how to navigate Ebay (shopping cart) and sending same question

[claridoncoinguy]

I have had many buyers who put my items in their cart and then send me a message asking for an invoice with combined shipping. I tell them that I can't send an invoice simply because they have items in their cart, but they refuse to listen and just repeat the question over and over for days until they finally leave in a huff. They don't understand they they must hit that obscure "request total" hyperlink in order for me to invoice them. I have also told them that they can also hit " buy it now" on each listing (I don't require immediate payment) then wait for a combined invoice. They just don't listen or understand. I am so frustrated, because sales are down and I am losing multiple sales and permanently losing angry buyers over this confusion. I even have people email me lists of item numbers that they want to buy and demand that I make the purchase happen (on their behalf?). They simply dont know how Ebay works and they refuse my direction. Any advice? 

[embcreative]

Sounds frustrating!  Suggesting you may be able to find and take a screen shot of those pages with the "hyperlink" and or the "buy it now" screens and send a pic to them. Obviously, they are not understanding your explanation in email.  Maybe this will help?  Just a thought! Good luck. 

[evelyb30]

This is alas a known bug.  We've been after them to fix it for years but... you'll notice how quickly eBay moves when a change is actually something sellers want.  

[kensgiftshop]

If they are using the app, they can't request a total like you can when using the site.

[pjcdn2005]

If any of the items in their cart have free shipping or are on sale, the request total button doesn't work.  I suspect that it won't work with your coupon code either.

Also, in some cases ebay forces immediate payment, even if you don't.  For example, when I put one of your items in my cart, in order to commit to buy, I have to pay so you would not be able to send me an invoice even if I used buy it now. 

[ittybitnot]

They don't understand they they must hit that obscure "request total" hyperlink in order for me to invoice them.

@claridoncoinguy 

Guess what?!?  That "request total" button often does not work.  As a matter of fact, if a buyer uses a mobile app there IS NO SUCH hyperlink/button. 

eBay removed years ago the ability to "buy it now and continue shopping with this seller"  in favor of the cart.  In addition eBay has made most things fixed price listings under a certain dollar amount a "secret invisible, not selected by the seller immediate payment required"  anyway. 

The request total button (even if there is one) becomes non-functional if any of the items are "on sale", if they are of different shipping classes, if one is IPR, if fixed price or accepted offers are in the cart with auction wins.  Yes, a buyer can put all that stuff in their cart and make ONE PAYMNET, but the buyer will have to pay the shipping attached to each individual listing as well.  Sure, they can click the link for an invoice, only it won't work.  

They can also hope the seller will refund the excess shipping.  The seller is not required to do so, I suppose many carts are abandoned. 

[this*old*attic]

Put items together in a new listing titled “For buyer Fred Flintstone only.” Then send that item number to buyer.

[lamber9347]

@claridoncoinguy Here's my advice and how I have turned these into successful purchases, plus made some regular buyers for myself. What you need to do is make this as simple for your buyer as possible, in order to keep them at your store. Create a whole new listing with the multiple items they want. Make it buy it now with offers but make the price higher. Send the ID# of your new listing and walk them through how to click on the send offer button. 

Buyers think you've gone through a lot to make them happy and that creates a welcome environment which usually leads to a positive experience for both. I've had people come back to me because I did this for them previously, so the extra work pays off. Best of luck to you.... 

[coolections]

Are they buyers outside USA. I find it hard to believe now days people cannot see and click a link to combine total. If they cannot understand that maybe you do not want them as a customer.

[12345jamesstamps]

My International Buyers cannot even send a request for combined shipping....I end up doing refunds on payments. Has to be some sort of bug. I wonder how many International Buyers I have lost because they can't request a total for shipping.

[claridoncoinguy]

Interesting. I did tell them to just pay and I would refund the difference, but they must not have read the message or believed me because they just persisted in repeating the same question.

[toomuchstuffagain35]

And don't even think about the old work a round of getting them to ask a question on each item and sending them offers for the listed price, that once they accept you can send an invoice with the combined shipping.

ebay didn't like that idea apparently and now if you send an offer it has to be at least 5% off.