How to keep your buyers happy (NOT)

porto_bello

soolin wrote: »

I refund in a timely manner, I do try to get them to week 2 though. I don't ask buyers to confirm their address , after all what do I do if they say it was wrong? Likewise I don't expect my buyers to fill out useless little forms that serve no purpose at all.

If my goods had not arrived in this case, and luckily they did, I would not have completed the form or supplied them with additional info, but would have just gone for a full PayPal claim. Then I would have left a non positive for making me go to a dispute to get my money.

There is no point at all in making things difficult for a buyer, eBay/PayPal do not care what forms a seller expects completed, if there is no tracking then buyers get a refund. There is no point at all in antagonising buyers as your feedback will suffer. Also suggesting that non completion of the form somehow made me one of the minority of 'scammers' dipped them a further star in their communication stars

Thank you, I appreciate if an item is sent without tracking and declared an INR by the buyer, the seller has no case and can only make things worse for themself if they try to put one forward.

I am thinking along the lines of cases where the seller has refunded the buyer, so the buyer isn't out of pocket (and may end up with the item for free). The seller now has lost the item and the payment and puts in a claim to RM...

But when RM contact the buyer, they decline to respond, since they have no financial or other interest in doing so: Case closed and no compensation paid to seller.

Do sellers just have to take this on the chin? [It seems a seller can do everything right - and end up paying the price].

soolin

porto_bello wrote: »

Thank you, I appreciate if an item is sent without tracking and declared an INR by the buyer, the seller has no case and can only make things worse for themself if they try to put one forward.

I am thinking along the lines of cases where the seller has refunded the buyer, so the buyer isn't out of pocket (and may end up with the item for free). The seller now has lost the item and the payment and puts in a claim to RM...

But when RM contact the buyer, they decline to respond, since they have no financial or other interest in doing so: Case closed and no compensation paid to seller.

Do sellers just have to take this on the chin? [It seems a seller can do everything right - and end up paying the price].

only a certain percentage of buyers are contacted by RM so this is not a. widespread problem really. Also if a seller has been cooperative then hopefully the user will be as well. I just think that by antagonising a buyer the chances of them being really helpful if they are randomly chosen for an RM letter is pretty remote.

There was a thread recently on the warning board where a seller had been refused a pay out on a recorded item lost as buyer would not cooperate as seller had forced them to go via eBay for a refund.

I recently had a special delivery take 3 days (it went to my son) and put a claim in for my £5.90 postage back and RM told me they would be contacting the recipient and would get back to me. A week later I got my £5.90 back on the basis that investigations with the recipient confirmed delay. Strangely enough my son had not heard anything at all from RM, so don't know what all that was about.

mazza111

This is something a lot of catalogue companies seem to do when items are not received. I've had a couple of these forms to fill out, one from Very after stuff went missing from my bin (still don't see a dirty bin as a safe place), and one from ..... can't remember the name, it was one of the big sports wear companies. Filled out the one for Very, but the other one turned up and had been left with #111 instead of #11. Seems that they are just covering their own back, although asking a customer to wait until buyer can claim with RM is not on imo.

Kite2010

I had a delightful seller sending me an email as a reminder to pay, the auction ended at 11pm last night, they sent me the email at 1pm this afternoon.

Delightful.

forgotmyname

At least they responded to your message. I bought an item early Dec, Marked as despatched a week later.
Stuff i bought after that was arriving by this time.

I send a message asking how/when it was posted. No reply.
Sent another one a week or so later. No reply.

Then i file an INR dispute and magically they replied to my previous message saying they were ill and will post it now.
That was between xmas and new years. Still no sign of my item. Everything has arrived from China OK. Even items i bought on the 15th - 18th.
I was expecting them to arrive this week coming.

With a paypal dispute, What is the timeframe for an INR? I think i filed it on the 28th or 29th? Said they had until the 7th to reply.

Is that the standard time or extended due to the newyear etc?

Only count working days?

Strapped

I always confirm the address if a buyer says an item hasn't arrived - just seems like common sense to me? I've had at least 2 occasions where the buyer had recently moved house but not updated their address when ordering.

silvasava

Hmm - I bid for an item on Saturday & paid within the hour. So far I have had NOTHING from the seller. No acknowledgement of payment, no advice of despatch, no thanks for my order. I sent a polite message asking when I could expect despatch/delivery NOTHING Needless to say when & if the item turns up I will be leaving negative feedback - grrrr
There were two other items I bid for- both of which the seller has advised despatch & the goods have been received

Jen_Jen1985

silvasava wrote: »

Hmm - I bid for an item on Saturday & paid within the hour. So far I have had NOTHING from the seller. No acknowledgement of payment, no advice of despatch, no thanks for my order. I sent a polite message asking when I could expect despatch/delivery NOTHING Needless to say when & if the item turns up I will be leaving negative feedback - grrrr
There were two other items I bid for- both of which the seller has advised despatch & the goods have been received

I think its a little quick to say that you will be leaving neg feedback. It's only been 5 working days and not everyone sits at the computer waiting to answer question. I personally don't thank people for their purchase or payment, and sometimes I get forgetful and don't mark as dispatched after I've sent it.
What's the estimated delivery time from eBay? If that passes and you still haven't heard anything from the seller then feel free to neg but unless they stated next day dispatch with 48 hour courier then I wouldn't really be getting that worried yet.