posted on March 8, 2003 11:55:28 PM new
Hi, a buyer was upset that I shipped her item a week after she sent me Paypal payment. I shipped it USPS First Class. I tell her since I already shipped it, is there something I can do to make her happy?
Her response is:
1) Ship it sooner
2) Ship it using USPS Priority
I can appreciate her wishes as actions I can do for the future, but it doesn't seem like she's interested in a realistic solution. How do you deal with buyers like this? Do you ignore?
posted on March 9, 2003 01:08:27 AM new
99% of my items are fixed price. Why so long? Because I was busy and didn't get a chance to process until Friday night/Saturday afternoon. In any event, most customers seem to understand if I provide an explanation. But if the buyer is angry and confrontational, you can't reason with that. I don't mind kissing ass if I take a huge profit, but making less than $5 on the whole transaction even makes replying to her e-mails a waste of time.
If I give her a discount on shipping on this item, I lose some time and make no money. Perhaps I save myself from a negative feedback. Might be a better investment since SquareTrade charges $20 to remove negative feedback? Her current ratio is about 5% negative feedbacks...
[ edited by sun818 on Mar 9, 2003 01:18 AM ]
posted on March 9, 2003 01:35:28 AM new
There are some real advantages to mastering the fine art of butt-kissing!
I used to sell UNABRIDGED AUDIOBOOKS on feeBay & had a great deal going for about 2 years, until I moved from Boston.
Anyhoo, one of my winners was VP WORLDWIDE OPERATIONS for (insert here a company ALL of us use just about everyday) -- she sent me the most venoneous hateful pretzel-choking email I've ever received, accusing me of selling pirated copies + stolen merchandise & threatened to turn me into the POLICE + THE FBI + FEEBAY + BIGBIRD, etc!
After taking it out on Ralphie (he ended-up with a chewed paw & I with a black eye -- but we kissed & M-U!), I calmly picked myself off the floor & responded to her, dripping with so much honey, the flies were thicker than goose liver!
I gave her the phone number of my supplier & the web url of the manufacturer & offered her 100% refund + shipping both ways! She then responded with GLOWING FEEDBACK!
Anyhoo, sometimes, ya got to get on yer knees to dodge the bullet!
Ralphie loves Mr Blonde:
"Are you gonna bark all day little doggie, or are you gonna bite?" http://tinyurl.com/5duz
posted on March 9, 2003 01:50:18 AM new
I would do as Tom suggested...apologize again, and offer a shipping discount on her next purchase. Takes about 2 mins, then move on.
"Who's tending the bar? Sniping works up a thirst"
posted on March 9, 2003 03:31:40 AM new
She's a screwball. She left a neg for a buyer. The reason why? "failed to leave feedback, even though shipped fast after quick pay" -
posted on March 9, 2003 05:55:09 AM new
sun818, in other words you may not be able to smooth this ones feathers.
in the future though maybe you could put something in your TOS regarding when you ship? ie...once a week, on Tues and Thur, when I get around to it, etc.etc.etc.
by the way, do not count on Square Trade to take away a neg feedback unless it is full of foul language or states your proper name in it.
[ edited by rarriffle on Mar 9, 2003 05:56 AM ]
posted on March 9, 2003 07:49:50 AM new
sun818: It's pretty simple.
Ask yourself: "Do I want this buyer to come back and buy other things from me?"
If the answer is no, move on.
If the answer is yes, give her something to appease her.
Don't even consider what feedback she might leave you. People get emotional about feedback and it warps their judgment.
--
"I'd rather have the German Army in front of me than the French Army behind me." --General George S. Patton
posted on March 10, 2003 05:33:32 AM new
I can understand your buyer being upset that it took so long to ship. I have in my TOS when I ship to be on the safe side. Nine times out of ten, I ship the next day (I don't, however, state this in my TOS). I'm very busy, too, with two jobs and Ebay. I purchased an item on Ebay 10 days ago and still don't have it. I'm trying to be patient, but it's difficult to be when you know 10 days is a bit unreasonable. Ten days is usually how long I wait before emailing the seller to find out if my package has been shipped yet.
In this instance, I would appologize and offer to send her a free something. Even if it's just junk you can't get rid of. Most of my bidders have appreciated that gesture on the couple of occasions that I couldn't ship right away. That's why I don't get rid of the things I can't sell. They make great give-aways.
posted on March 10, 2003 06:42:47 AM new
Okay then what do you think about this.
I won an auction on March 5 at 11:00 am Paid instantly by PayPal at 11:15. This is the email from the seller, (sorry I couldn't find it but it said) Received your PayPal Payment I will be mailing your item out on Monday 3/10/03.
This is her description and TOS.
This beautiful Silver tone Prayer Box set in silver tone . It glitters, has 4 hollow prayer boxes for your prayers to put in box and 5 silver beaded charms. It is an expandable bracelet. $1.95 Shipping and handling. Visit my store and save with combined shipping. Thank you for your patronage...
Where is that does she say she is shipping 5 days after receiving my payment. Rest assurred I will not buy anything more from this buyer again.
posted on March 10, 2003 08:23:15 AM new
I got an email saying- "I paid promptly via paypal, why haven't I recieved my item? OOOPS! I sent an ass-kissing letter and got that puppy in the mail. I rarely put up an auction w/out a minimum, and i did this time- so the guy got a $30.00 handcrafted item for $13.00. I wasn't happy about that, but it still matters that I ship in a reasonable amount of time. He never left me feedback at all, and probably that's just as well!
"And All Shall be Well, and All Shall be Well, and All Manner of Things Shall be Well"
posted on March 10, 2003 08:25:09 AM new
There is actually no difference in priority mail and first class mail. I've seen a study where first class mail is actually faster. Priority mail is a SCAM...
Anyway, I do feel that waiting a week is unreasonable. Does it actually say in your auction that you will wait a week to ship? I wouldn't be too happy either esp. if I paid right away with paypal.
posted on March 10, 2003 09:36:19 AM new
ahc3, I'd like to see your "study". Sometimes First class is faster. Sometimes Priority is faster. To call Priority a SCAM is ignorant.
It is a scam. Here's the deal. Joe Public goes to the post office to mail a 3 ounce package. It costs 83 cents to send this first class mail. Your friendly mail clerk says, would you like it to get there via PRIORITY MAIL - The cost for this is $3.85. There is no special treatment for priority mail. It gets processed the same way that regular first class mail does. The only difference is you get a free envelope. Well, free except you will pay $3.02 for it.
By the way, clerks are REQUIRED to ask you to ship via priority mail. Why not, it is a huge cash cow for the USPS.
Careful about calling someone ignorant without doing your homework first, sort of makes you look foolish...
posted on March 10, 2003 01:44:42 PM new
ahc3, "I've seen a study where first class mail is actually faster." is a misquote from the study. They state, "in OCA's small-scale test, First-Class letters and flats had an approximately equal record of speed." Their small-test consisted of only five packages. First Class may be quicker in some cases, but to follow up with "Priority mail is a SCAM..." is ignorant. That's just my opinion so you don't have to agree.
Now, I do agree with OCA's findings on delivery time because because my data suggests the same. But instead of a small scale of 5 packages, mine is from over 900 transactions with a mix of First Class and Priority.
posted on March 10, 2003 01:54:03 PM new
And first-class is only available for very small packages ( < 13 oz.) Parcel post is definitely slower than priority.
posted on March 10, 2003 01:58:43 PM new
The scam part (which is my opinion) is that priority connotates that this class of mail receives some sort of special handling. It doesn't, priority mail travels the same way as first class mail. I've seen clerks talk people sending very small packages (even 1 ounce letters) to priority mail by stating it will get there faster. It is a lie, and if the USPS was NOT a semi-governmental agency they would probably be hit with a class action lawsuit against them for outright FRAUD...
Also, this wasn't the original piece that I was quoting from. I just found the article I posted faster. I now have the Wall Street Journal quote, and that is from Post Office stats, not a 5 piece test (which is not really valid anyway) - You can search the article yourself, it was published on May 29, 2002, and part of it states
"The latest post office statistics show that the typical Priority Mail shipment now takes more than half a day longer to reach its destination than first-class deliveries that cost as little as 34 cents. That compares to $3.50 for the cheapest Priority Mail shipment. And on June 30, the post office is set to raise prices for the delivery service by an average of 13.5%, depending on weight and distance. That comes on top of a double-digit increase last year."
posted on March 10, 2003 01:58:43 PM new
I agree that she sounds like a screwball, and there is probably no appeasing her. I also agree with Fluffy who makes these points:
Do you really want her back as a customer?
AND don't let potential feedback cloud your decision making. I personally don't think one week is an unreasonable amount of time for an item to be shipped. All of my sales and shipping run in week cycles. In my TOS I state that I ship within one week of receiving MO & Paypal payments, longer for personal checks. I also state that if the customer is in a hurry for something, they must let me know. Do you have stated terms in your TOS? It does help to refer the customer to it if there is a problem.
posted on March 10, 2003 02:39:24 PM newI've seen clerks talk people sending very small packages (even 1 ounce letters) to priority mail by stating it will get there faster
And if you go to a different clerk, you may receive a different suggestion. It really depends. Some clerks have more knowledge and experience than others. How many times have you had to explain electronic delivery confirmation is free to a new clerk?
posted on March 10, 2003 03:01:40 PM new
One more thing ...
Comparing first-class letters to "the average priority mail package" is not exactly a fair comparison. Letters are not really touched by human hands after they leave the counter - they can be handled almost entirely by machines, which speeds processing considerably. Any package, no matter how light, that requires human handling faces the potential for being delayed no matter how it's shipped.
That said, if the customers pay for priority, they get priority. If they pay for first-class or parcel post, that's what they get. If they pay to have their package delievered by Rob Lowe, dressed in a shepardess costume and reciting the preamble to the Consitution ... well, they're SOL there.
posted on March 10, 2003 03:14:36 PM new
The clerks I have talked to told me they are supposed to ask if the customer wants priority mail. I don't know if it is coming from the local postmaster, or USPS policy, but they have to ask. Some clerks are certainly more knowledgeable than others.
To msincognito - The problem is that the customer is paying for priority, and really getting no extra rush treatment on the package. The name priority mail suggests they will get special treatment to get there faster. There is ZERO difference in the way a 3 ounce package sent with 83 cents postage, and a 3 ounce package sent priority with $3.85 postage.
posted on March 10, 2003 03:55:00 PM new
I know we're getting off the topic, but has anyone heard if First Class mail travels differently than USPS Priority? Ever since 9/11, I thought there were changes where Priority packages could not travel on passenger planes, unlike First Class Mail.
posted on March 10, 2003 04:00:59 PM new
Immediately after 9/11, no mail was allowed at all on planes (cargo or letters) - As it stands now, packages are allowed on planes but if they are over one pound, they must have some sort of meter (be it at the post office, or if you use an online service for that) - I know this because I once sent out a box (priority mail) and it had stamps on it, but it had the zero meter label from the post office. Apparently, they did not notice that and it was sent back to me, with a note that it could not be sent via plane unless it had a meter. I took it back to the post office and it made it to the final destination without further problems.
posted on March 10, 2003 05:34:39 PM new
I mail two ways 1st class and Priority. I find they both get their at the same time. 2 days. What I can mail for 1st class I would never charge my buyers for Priority Mail.
When it comes to the airlines is that if the plane is overweight the first to be taken off is the mail. That is from a friend of mine that works for United.
posted on March 10, 2003 06:48:58 PM new
BUT! HOWEVER! ON THE OTHER HAND! (. .. to get back to the original question She said it should have been sent Priority? Had she paid for Priority? If not, what's up with that?
posted on March 10, 2003 09:56:36 PM new
Her perception is that USPS Priority is faster and that is why she asked for it.
[ edited by sun818 on Mar 10, 2003 09:58 PM ]
posted on March 11, 2003 04:39:33 AM new
SORRY, YOU SHOULD DO YOUR JOB AND SHIP FASTER OR STATE IN YOUR AUCTIONS HOW LONG IT TAKES YOU TO SHIP AFTER YOU RECEIVE PAYMENT.
posted on March 11, 2003 07:58:14 AM new
I have to agree with the ship faster comments. It has now been 11 days since winning an auction. Contacted seller and seller states it's all packaged and ready to go with next shipment! Huh? I'd be dead in the water if I took so long to ship.
posted on March 11, 2003 09:14:06 AM new
While I understand anyone's suggestion that I ship faster, that's really not what the issue is. I already know I can ship faster, and typically do. I have almost 3000 positive unique feedback with a positive feedback ratio of 99.5%. My issue is what to do with buyers who makes unrealistic solutions (i.e. ship faster or use USPS Priority). I already shipped the item so neither solution is possible. Anyway, I made myself vulnerable by saying I shipped this package one week later. It doesn't mean its an open invitation for you to say, "YOU SHOULD DO YOUR JOB AND SHIP FASTER". I seriously doubt you'll find a high-volume seller who keeps a perfect shipping schedule.
Sniping works up a thirst"