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  • FIRST POST
    • kw5
    • By kw5 7th Dec 17, 7:03 AM
    • 22Posts
    • 2Thanks
    kw5
    My first negative
    • #1
    • 7th Dec 17, 7:03 AM
    My first negative 7th Dec 17 at 7:03 AM
    I had my first negative yesterday, and have replied on feedback.

    Situation buyer purchased an advent calendar 28th November selected 1st class post instead of standard 2nd class £1.11 extra.
    My listing states expected delivery date via 1st class is 3 to 4 working days. Item was delivered 5th December, so one day after the expected date.

    Buyer is now complaining to ebay and wanting a refund. Any advice would be appreciated.
Page 1
    • pinkshoes
    • By pinkshoes 7th Dec 17, 8:08 AM
    • 15,388 Posts
    • 21,009 Thanks
    pinkshoes
    • #2
    • 7th Dec 17, 8:08 AM
    • #2
    • 7th Dec 17, 8:08 AM
    When did you dispatch it?

    E.g. If i was selling an advent calendar so close to 1st December, I would have made sure it was dispatched same day or next morning.
    Last edited by pinkshoes; 07-12-2017 at 8:10 AM.
    Should've = Should HAVE (not 'of')
    Would've = Would HAVE (not 'of')

    No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)
    • soolin
    • By soolin 7th Dec 17, 9:30 AM
    • 59,594 Posts
    • 42,289 Thanks
    soolin
    • #3
    • 7th Dec 17, 9:30 AM
    • #3
    • 7th Dec 17, 9:30 AM
    I had my first negative yesterday, and have replied on feedback.

    Situation buyer purchased an advent calendar 28th November selected 1st class post instead of standard 2nd class £1.11 extra.
    My listing states expected delivery date via 1st class is 3 to 4 working days. Item was delivered 5th December, so one day after the expected date.

    Buyer is now complaining to ebay and wanting a refund. Any advice would be appreciated.
    Originally posted by kw5
    Firstly what basis are they asking for the refund? The only two options are INR (item not received) or SNAD (significantly not as described) and neither of those seems to fit. They can't just have a refund because something is late.

    However if you are a business seller then you are obliged to accept a change of mind return, but buyer needs to pay their own return costs. A private seller doesn't have to accept change of mind returns unless you ticked the box for returns when you listed.

    Unfortunately the 1 day late already gives you a late defect but sometimes even shipping on time sellers can't avoid a delay in Royal Mail handling post, so you are likely stuck with that defect.

    Time sensitive things are a nightmare and it might be an idea in future not to sell so close to the deadline unless you know you can ship instantly .
    When did you dispatch it?

    E.g. If i was selling an advent calendar so close to 1st December, I would have made sure it was dispatched same day or next morning.
    Originally posted by pinkshoes
    OP states it was delivered 1 day past estimate, so that suggests it went as per the time frame seller gave- with the usual 1 day slip as ebay imagine everything arrives magically the next day. Sellers add a dispatch time for a reason and buyers can't assume that just because they choose a faster postage option it is going to go quicker. Perhaps seller was slightly naive in selling so close to the deadline, but they may well have had a reason not to ship instantly. For instance I had a contract last week that kept me out of the house and which meant I couldn't post on one particular day, so I changed my dispatch time from 1 day to 3 days to cover it- regardless of what service buyer had chosen I couldn't have sent things if I wasn't at home to do so.
    Last edited by soolin; 07-12-2017 at 9:33 AM.
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I volunteer to help get your forum questions answered and keep the forum running smoothly. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
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    • ballisticbrian
    • By ballisticbrian 7th Dec 17, 11:45 AM
    • 3,168 Posts
    • 1,818 Thanks
    ballisticbrian
    • #4
    • 7th Dec 17, 11:45 AM
    • #4
    • 7th Dec 17, 11:45 AM
    A lot of negatives in the run up to xmas. Anyone would think it was just a retail event and not a religious one. (I don't know where they get they idea from :/ )
    I had one lady wait 2 days for a 99p item (bear in mind the xmas rush in the mail system) and said "if I don't get it by tomorrow I'm leaving you bad feedback", and then did exactly that.
    Warning: any unnecessary disclaimers appearing under my posts do not bear any connection with reality, either intended, accidental or otherwise. Your statutory rights are not affected.
    • soolin
    • By soolin 7th Dec 17, 4:53 PM
    • 59,594 Posts
    • 42,289 Thanks
    soolin
    • #5
    • 7th Dec 17, 4:53 PM
    • #5
    • 7th Dec 17, 4:53 PM
    A lot of negatives in the run up to xmas. Anyone would think it was just a retail event and not a religious one. (I don't know where they get they idea from :/ )
    I had one lady wait 2 days for a 99p item (bear in mind the xmas rush in the mail system) and said "if I don't get it by tomorrow I'm leaving you bad feedback", and then did exactly that.
    Originally posted by ballisticbrian
    Ebay don't help either with their unrealistic delivery estimates. Also, whilst I would not want to argue with a fellow regular member here, I fear Pinkshoes response shows what we are up against if buyers expect us to automatically be posting quicker than we state- I have noticed this quite a bit and there was another thread about it. Buyers routinely ignoring despatch times and just expecting everyone, whether business or private to post straight away regardless of their circumstances.
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I volunteer to help get your forum questions answered and keep the forum running smoothly. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
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    • Dox
    • By Dox 7th Dec 17, 5:20 PM
    • 59 Posts
    • 37 Thanks
    Dox
    • #6
    • 7th Dec 17, 5:20 PM
    • #6
    • 7th Dec 17, 5:20 PM
    There does seem to be an assumption that if someone chooses first class post, they not only opt for speedier Royal Mail action (optimistic or what!) but also 'ensure' that the seller posts immediately, rather than in line with stated dispatch times.

    I got so fed up with this that I now never offer 1st class as an option but put a note in the listing to invite buyers to contact me for an invoice if they wish to upgrade, and also add the caveat that I cannot necessarily post off more quickly. So far it's worked, but I'm sure the next non-reader of listings will be along very soon...
    • soolin
    • By soolin 7th Dec 17, 5:35 PM
    • 59,594 Posts
    • 42,289 Thanks
    soolin
    • #7
    • 7th Dec 17, 5:35 PM
    • #7
    • 7th Dec 17, 5:35 PM
    There does seem to be an assumption that if someone chooses first class post, they not only opt for speedier Royal Mail action (optimistic or what!) but also 'ensure' that the seller posts immediately, rather than in line with stated dispatch times.

    I got so fed up with this that I now never offer 1st class as an option but put a note in the listing to invite buyers to contact me for an invoice if they wish to upgrade, and also add the caveat that I cannot necessarily post off more quickly. So far it's worked, but I'm sure the next non-reader of listings will be along very soon...
    Originally posted by Dox
    Special delivery is even worse. Even if I have three day despatch on (which I do from time to time if I am working a strange hours contract) people expect their item next day- even when they buy at say 5pm in the afternoon. It is not unknown for someone to buy and then contact me to say that there is something wrong as the next day is the 5th of the month and yet ebay say the item isn't due until the 8th. I got so fed up with this that I now have a stupid special delivery price, far outwith the actual cost - as I need to offer it for my TRS discount (obviously I only get the discount though when I go back to 1 day despatch).
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I volunteer to help get your forum questions answered and keep the forum running smoothly. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
    New to Forum? Guide
    • kw5
    • By kw5 7th Dec 17, 6:07 PM
    • 22 Posts
    • 2 Thanks
    kw5
    • #8
    • 7th Dec 17, 6:07 PM
    • #8
    • 7th Dec 17, 6:07 PM
    The listing was available from 21st November on a buy it now.

    Thank you for your advice, as it is as described and received, I will await to see what Ebay do. I have replied to feedback received. Buyer is stating that they were expecting the parcel 2nd Dec, even though via ebay it was 4th Dec.

    I take on board what you have all said and feel confident I did nothing wrong.
    Last edited by kw5; 07-12-2017 at 6:13 PM. Reason: added more info
    • Ms Chocaholic
    • By Ms Chocaholic 7th Dec 17, 6:09 PM
    • 8,757 Posts
    • 54,326 Thanks
    Ms Chocaholic
    • #9
    • 7th Dec 17, 6:09 PM
    • #9
    • 7th Dec 17, 6:09 PM
    When did purchaser purchase the item and when did you post. 1st/2nd?
    Thrifty Till 50 Then Spend Till The End

    You can please some of the people some of the time, all of the people some of the time, some of the people all of the time but you can never please all of the people all of the time
    • kw5
    • By kw5 7th Dec 17, 6:22 PM
    • 22 Posts
    • 2 Thanks
    kw5
    When did purchaser purchase the item and when did you post. 1st/2nd?
    Originally posted by Ms Chocaholic
    Buyer purchased 28th November at 22.30pm. I posted within 2 working days, as stated on my listing.
    • theonlywayisup
    • By theonlywayisup 7th Dec 17, 6:27 PM
    • 11,433 Posts
    • 7,703 Thanks
    theonlywayisup
    I had my first negative yesterday, and have replied on feedback.

    Situation buyer purchased an advent calendar 28th November selected 1st class post instead of standard 2nd class £1.11 extra.
    My listing states expected delivery date via 1st class is 3 to 4 working days. Item was delivered 5th December, so one day after the expected date.

    Buyer is now complaining to ebay and wanting a refund. Any advice would be appreciated.
    Originally posted by kw5
    Buyer purchased 28th November at 22.30pm. I posted within 2 working days, as stated on my listing.
    Originally posted by kw5
    You have clearly done everything you said you would and the item has arrived within the delivery window (from what you've said).

    Personally I would send the buyer a screenshot of their order showing the delivery estimate and not communicate further.

    When you say the buyer is complying to eBay, do you mean they have opened a case - if so, what is the reason?
    • Ms Chocaholic
    • By Ms Chocaholic 7th Dec 17, 6:50 PM
    • 8,757 Posts
    • 54,326 Thanks
    Ms Chocaholic
    Buyer purchased 28th November at 22.30pm. I posted within 2 working days, as stated on my listing.
    Originally posted by kw5

    Did you post it on the 1st? That's within 2 working days of the 28th as the 28th is a Thursday.

    Did you post it 1st or 2nd class; your first post doesnt make it clear.

    I think with a time critical item I would have tried to post it sooner.
    Thrifty Till 50 Then Spend Till The End

    You can please some of the people some of the time, all of the people some of the time, some of the people all of the time but you can never please all of the people all of the time
    • theonlywayisup
    • By theonlywayisup 7th Dec 17, 7:09 PM
    • 11,433 Posts
    • 7,703 Thanks
    theonlywayisup
    I think with a time critical item I would have tried to post it sooner.
    Originally posted by Ms Chocaholic
    Sooner than what? The seller needs to post an item based on their own dispatch time, not sooner. If it's time critical, it is time critical to the buyer, not the seller. The buyer then needs to adjust their buying time (Christmas and Advent are the same time every year) or pay for expedited shipping.
    • soolin
    • By soolin 7th Dec 17, 7:29 PM
    • 59,594 Posts
    • 42,289 Thanks
    soolin
    Did you post it on the 1st? That's within 2 working days of the 28th as the 28th is a Thursday.

    Did you post it 1st or 2nd class; your first post doesnt make it clear.

    I think with a time critical item I would have tried to post it sooner.
    Originally posted by Ms Chocaholic
    See my post 5. If a seller can't post out every day and set their despatch times to reflect that why should any buyer expect the item to be sent earlier?

    If buyers want something next day use Amazon prime, otherwise read the listing and understand what despatch time actually means.
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I volunteer to help get your forum questions answered and keep the forum running smoothly. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
    New to Forum? Guide
    • pinkshoes
    • By pinkshoes 7th Dec 17, 8:56 PM
    • 15,388 Posts
    • 21,009 Thanks
    pinkshoes
    See my post 5. If a seller can't post out every day and set their despatch times to reflect that why should any buyer expect the item to be sent earlier?

    If buyers want something next day use Amazon prime, otherwise read the listing and understand what despatch time actually means.
    Originally posted by soolin
    From a business and sensible point of view, yes, that is correct.

    But we are talking about a human being buying this item. An item that they clearly wanted by 1st December, and they have paid for first class which also indicates this. A neg just waiting to happen...

    So even though eBay says 4th December, common sense would be to post it immediately to try and get it to the buyer by their expected date, as otherwise it was blatently going to lead to low stars and/or a neg.

    It was bought on a Thursday and the OP didn't post until Saturday, so it was NEVER going to arrive 'on time' (when buyer clearly wanted it)

    (It would have been wise to end the BIN much earlier so this scenario could never happen...)
    Should've = Should HAVE (not 'of')
    Would've = Would HAVE (not 'of')

    No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)
    • soolin
    • By soolin 7th Dec 17, 9:16 PM
    • 59,594 Posts
    • 42,289 Thanks
    soolin
    From a business and sensible point of view, yes, that is correct.

    But we are talking about a human being buying this item. An item that they clearly wanted by 1st December, and they have paid for first class which also indicates this. A neg just waiting to happen...

    So even though eBay says 4th December, common sense would be to post it immediately to try and get it to the buyer by their expected date, as otherwise it was blatently going to lead to low stars and/or a neg.

    It was bought on a Thursday and the OP didn't post until Saturday, so it was NEVER going to arrive 'on time' (when buyer clearly wanted it)

    (It would have been wise to end the BIN much earlier so this scenario could never happen...)
    Originally posted by pinkshoes
    If buyer had wanted one to arrive earlier why buy from someone where the delivery time would be showing as several Days later? Surely a buyer has some responsibility for understanding what dates actually mean , if buyers can't understand despatch times then perhaps buying online really isn't for them.

    On this basis perhaps all sellers better close their sales several days before Christmas in case buyers are disappointed that buying something only a day or two before Christmas means it won't arrive on time? In fact that's no joke, I do actually close down eBay a few days before Christmas as I've even had people ask me whether I can guarantee the item will arrive for Christmas when it's already the 24th.
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I volunteer to help get your forum questions answered and keep the forum running smoothly. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
    New to Forum? Guide
    • charlies_mum
    • By charlies_mum 7th Dec 17, 9:51 PM
    • 6,911 Posts
    • 30,733 Thanks
    charlies_mum
    I sold something on a Friday afternoon and buyer requested to pay to upgrade to first class as they needed it for Tuesday. I said not to worry as I would post first class on Monday at no extra cost

    Received a message on Tuesday full of abuse and accusing me of not posting first class as it hadn't arrived. Said they wanted a refund as I had left them furious for not meeting their deadline.

    I had to send a screen shot of my click and drop order to prove it had gone first class

    Heard no more, no apology, nothing.
    You're only young once, but you can be immature forever
    • ballisticbrian
    • By ballisticbrian 8th Dec 17, 8:16 AM
    • 3,168 Posts
    • 1,818 Thanks
    ballisticbrian
    Received a message on Tuesday full of abuse and accusing me of not posting first class as it hadn't arrived. Said they wanted a refund as I had left them furious for not meeting their deadline.

    Some people hammer away on their keyboard and they have no idea that they are talking to a real human with feelings. You develop a thick skin fairly quickly.
    Warning: any unnecessary disclaimers appearing under my posts do not bear any connection with reality, either intended, accidental or otherwise. Your statutory rights are not affected.
    • RFW
    • By RFW 8th Dec 17, 9:43 AM
    • 8,498 Posts
    • 4,952 Thanks
    RFW
    If buyer had wanted one to arrive earlier why buy from someone where the delivery time would be showing as several Days later? Surely a buyer has some responsibility for understanding what dates actually mean , if buyers can't understand despatch times then perhaps buying online really isn't for them.
    Originally posted by soolin
    In an ideal world buyers read all the information they're given, they don't (as a buyer I'd include myself in this and everyone else at some point).
    It's probably a bit mean to the OP but I think it's naive to sell an advent calendar on 28th November by first class and think the buyer would be happy if it arrived more than three days later (which was Dec 1st).
    As far as the customer goes they've been pointlessly rude. As the seller I'd have probably just offered them a part refund, missing a few days of the calendar and a kid disappointed that they didn't have it on the right day, so 25-50% refund,. A grovelling apology and a bit of persona sympathy would probably have avoided a neg.
    .
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