eBay

bigdeals.etc · ‎12-11-2020

Yesterday I have a buyer is complaining about their item that they didn't receive yet. Ebay only shows one last status as accepted but I checked with USPS website and as with tons of other packages, USPS shows it as "In Transit, Arriving Late."

So far every buyer I mention this to acknowledged it (some were okay with it, some hated it). But all accepted it except for this one buyer. They mentioned that that's exactly what two other sellers told her about her packages and "they are lost". I don't know where she got to that conclusion that those were deemed lost, she may just be jumping to that. She mentioned to me that everything that I was saying is nonsense... the USPS tracking, the Covid delay, the holiday delay... everything. She doesn't believe they are real. And she demanded that her package arrive by end of the week (which I guess is tomorrow). I have no idea how to respond to this buyer now. I'm this close to just telling her to not purchase anything online during this holiday period.

buyselljack2016 · ‎12-11-2020

Lots of things that I could suggest that the buyer do, but most would not be polite, so I will refrain.

You can just politely repeat the status of the item that you checked on at USPS, apologize again for the delay, and offer a refund upon return if desired.

Some never will accept that there are any issues outside of their own little world.

There is no Covid. There are no carrier delays. The world is fine.

netwizz760 · ‎12-11-2020

Try what I do... Haven’t had any buyer this bad.

1. Listen

2. Apologize

3. Satisfy

4. Thank

Read what the buyer says and address every point to acknowledge you listened. Sincerely apologize and I’d you want include some other tracking numbers (misery loves company). Then politely re-iterate the delays and point to this forum for example that USPS is outside your control, BUT that you a agree and fully expect this problem to resolve itself. File a missing mail report and attach it (shows you are doing something however worthless)... Thank.

If you hear from buyer again suggest buyer is welcome to refuse delivery, return the item, file an Item Not Received, or request you cancel the order. In any case, if it is a valuable item do a package intercept, so the buyer doesn’t get a refund and the item. If the buyer really angers you, spend the $15 to do a package intercept on a $3 item . Otherwise, let it go.

All that said, the buyer may be fishing for free stuff. You can subtly mention that they can file an INR and you will refund immediately to not require an escalation nor they wait, it that you will do a package intercept. It lets them subtly know you are not a soft target.

Obviously, if this buyer had been waiting 2 weeks for a $3 item, just let them have the item. (Just my opinion). USPS is really fleecing us with increased postage and no service.

pooh333piglet · ‎12-11-2020

Dont play into her game. Narcs like to draw you in. A simple thank you for your patience is all that's needed. Enjoy your day and leave toxic people out of your mind.

cahue-20 · ‎12-11-2020

She’s a lazy B. 🙄

She can track her package online and file for missing package and her local post office will contact her quickly, like in my case. I got a call back from my PO telling me the pkg was still in transit.

I did all my own inquiries.

Now, it’s the waiting game. 😴

clogsdoc-usa · ‎12-11-2020

Point them to the USPS Website where it now says the following: "ALERT: USPS IS EXPERIENCING UNPRECEDENTED PACKAGE INCREASES AND LIMITED EMPLOYEE AVAILABILITY DUE TO THE IMPACTS OF COVID-19. WE APPRECIATE YOUR PATIENCE AND REMAIN COMMITTED TO DELIVERING THE HOLIDAYS TO YOU." (It's all caps on the USPS Website)

I'm thinking about switching on Vacation mode for our store and calling it a year. I'm done with 2020 and hope for a better new year!

va-8501 · ‎12-11-2020

Yeah, the post office has that notice on their website, but the last pre-paid Priority label I printed showed 2-day delivery. And that's what is reflected in the the 'expected delivery date' on the tracking history too. No wonder a buyer that sees that their item is supposed to arrive in 2 days says nonsense to all the 'excuses'.

It makes you want to go postal when USPS publishes the "ALERT" on their website and then continues to quote their ridiculous, dishonest, overly optimistic expected delivery dates that become the basis for buyer expectations. All USPS has to do is adjust those expected delivery dates; multiply by at least 3x, and maybe 50% of items will arrive on time. They figured out how to raise their rates during the holiday shipping season, why can't they figure out how to increase their expected delivery time?

Seinfeld - Newman On Going Postal [HD] - YouTube

And yet they continue to say, 2 and 3-day delivery.

lamber9347 · ‎12-11-2020

@bigdeals.etc wrote:
Yesterday I have a buyer is complaining about their item that they didn't receive yet. Ebay only shows one last status as accepted but I checked with USPS website and as with tons of other packages, USPS shows it as "In Transit, Arriving Late."

So far every buyer I mention this to acknowledged it (some were okay with it, some hated it). But all accepted it except for this one buyer. They mentioned that that's exactly what two other sellers told her about her packages and "they are lost". I don't know where she got to that conclusion that those were deemed lost, she may just be jumping to that. She mentioned to me that everything that I was saying is nonsense... the USPS tracking, the Covid delay, the holiday delay... everything. She doesn't believe they are real. And she demanded that her package arrive by end of the week (which I guess is tomorrow). I have no idea how to respond to this buyer now. I'm this close to just telling her to not purchase anything online during this holiday period.

Your buyer is wrong and you are correct. However the best thing for you to do in this case is sympathize with her. People are going through a lot that we don't know about. This person may be suffering from a variety of issues and just happened to purchase from you, bad luck is all. You should reply once to her with empathy, saying that you are so sorry for the delay and hope she will be able to wait this out. Then stop all communication with her. If she opens an INR case you know how to handle that and it buys you more time. Right now she is both threatening and bullying you, that's all. She's got a load of issues that have absolutely nothing to do with you yourself. Take the personal out of this and deal with the facts only. Best of luck to you....

ed8108 · ‎12-11-2020

Buyer wants her package now, not excuses, make it happen.

Provide her with the USPS toll free number.

bigdeals.etc · ‎12-12-2020

@cahue-20 wrote:
She’s a lazy B. 🙄

She can track her package online and file for missing package and her local post office will contact her quickly, like in my case. I got a call back from my PO telling me the pkg was still in transit.

I did all my own inquiries.

Now, it’s the waiting game. 😴

Seems like she'd rather self-declare the packages as lost and make a big stink about it to the sellers. To each their own.

justbeamensch · ‎12-12-2020

This from ebay's own website: "Carriers and shipping companies are considered an essential service right now and there has been minimal disruption to date"

Minimal disruption? How about living in the real world?

emerald_door · ‎12-12-2020

I mailed two first class packages on the same day. One was delivered, across the country, three days later. The other package was scanned as accepted at my local post office three days later. It must have been ignored for three days.

Yes, there are delays.

pooh333piglet · ‎12-12-2020

Never apologize for what is out of your control. People pleasing behavior is what gives that buyer more control over you. Im not her punching bag. Simply ...Thank you for your business and patience.

pooh333piglet · ‎12-12-2020

I think my post office has ignore bins too. Mine has longer dates tho. Like 7 days. We are super special

leyla8484 · ‎12-12-2020

Not my style but for the last couple of days I have been sending messages with "I understand your frustration, believe me" and "I truly do apologize" but stand my ground with "Sorry, I am not able to refund since the package is still in transit"