Items not arrived from US: END OF THE SAGA!!!

Hintza

I have a train smash looming.

I have sold quite a few items that are now late in arriving from my supplier in the US.  Normal delivery is 3-7 days and I am at day 10.

Needles to say my buyers are getting irrate any ideas on how to deal with them?

And keep them happy(ish).

When should I offer a refund?

This sale was designed to coincide with Xmas.  I can just visualise the neg feedbacks building up and wiping my account out.

And yes I know I should have waited for delivery but I thought I had left enough time, to receive the items.

soolin

I would certainly offer the buyers the opportunity of receiving a full refund, you might save yourself a few negatives that way. If you tell the buyers at least they can decide whether to wait or whether to try and buy elsewhere.

Soo

Malestrom

Yep, keep in contact with them and offer alternative of a full refund now. Maybe upgrade postage to Special Delivery so if items arrive soon they might still get them for Christmas? Not sure what else you can do, honesty is the best policy so tell them what you've told us and let them decide what they want to do. Hopefully you won't get any negs at all but I wouldn't count on it :-/

Hintza

Just an update

Items still not arrived.

Most buyers are being very good about it and hace asked me to carry on with the order.

However the interesting thing is I have now received my first negative in this debacle.

Needless to say the buyer has not acknowledged the email I sent on 18th December. Nor have they been in touch with me at all.

Tried to phone them to day to explain and phone number is wrong.

I just wish they would read their emails and either accept a refund or let me know how they wish to proceed.

I know time is moving along and wonder if I should refund or buy more to cover the shortfall, that will take another 3-7 days assuming supplier post promptly and there ar no problems?

soolin

It might seem harsh but if their phone number is wrong report them to ebay.

The first day the post returns is tomorrow, so good luck on your shipment arriving then!

Soo

Hintza

I have done Soolin...lol

Will see what happens, maybe a suspension coming.

Paulina_Fortune

Just a suggestion - I think you should reply to the Neg feedback to explain the situation - people may be less inclined to follow suit.

Keep the buyers informed regularly, so that they know they are important to you.

Good luck.

Paulina.

Hintza

The nightmare continues.

It looks as if people do not read their e-mails or have filters that junk any ebay mails.

I have now got 2 negative feedbacks from people who have not tried to contact me nor read my mail to them.

One has a dodgy phone number and I can not contact them!!! (reported to Ebay)

My account is now down to under 94% positive and I will probably have to close it down after this debacle is over.

I just wish people would contact me.

PLEASE ALL YOU NEW EBAYERS MOST PROBLEMS CAN BE SORTED OUT IF YOU COMMUNICATE.

ALSO CHECK YOUR JUNK MAIL SETTINGS.

LittleRedDemon

Look at the situation from teh buyers point of view.

They bid for and bought something that they expected to recive without delay. You didn't haev the items at the time of advertising them on eBay. The people who bought from you were then under the impression that you would delvier the item to them.

As they had purchased from you they would no longer need to look else where for the item, when they get the email form you they are doubley dissappointed to find that

1. you don't have and cannot provide the item that they purchased
2. It is now too late to purchase the same item form someone else in time for Christmas.

I don't know what you were selling, and I didn't buy from you, but I was put in a similar situation as your buyers earlier last year. I purchased from someone who then,after the date it was required by (birthday) informed me that they didn't have it. I also missed the opportunity to purchase it from somewhere else.

Just haev to take the bad with the good. The feedback received is only a fair comment on your trading methods.

Geo

Hintza

You might think so Little Red Demon and yes I have learnt a lesson.  I am absolutely horrified at what has happened.

I should not have sold items that I did not have, however I have bought a lot of goods overseas and know how long things take.  I then built that into when I listed the product.

I did however communicate with the buyers 4 days  prior to the Xmas post cut off to allow them to make alternative arrangements and as a commodity item this should not have been a problem.  I have offered a full refund from day one.

Yes people have the right to be angry with me and leave me negative feedback if they so desire.

What I do object to is people who do not reply/acknowledge e-mails, do not have accurate contact information or do not bother to contact me prior to leaving negative feedback.

I have since written to them (nice letters) asking them to contact me either by phone or e-mail to try and sort the mess out to their satisfaction.

I am also not happy that so many people appear to trade on EBay with junk mail filters in position that will not allow effective communications (I have asked advice about this elsewhere).

Why oh why will people not contact me???

And I will not sell goods again that I do not have in my possesion. I am trying to use this as a learning experience and by posting it here hopefully helping others avoid similar mistakes. The cost to me has also been quite hefty in time and money and I only deserve to suffer the pain.

stavros_2

I know it won't really help you now but I've had a problem with a buyer before and I didn't think he was getting my emails so I just sent him one from my normal email address as well as ebay...might be worth doing if you're worried about the ebay mail not getting through their spam blocker