Could someone check my neg feedback response please?

sparkiemalarkie

I've had a negative feedback from a buyer who bought tickets on a BIN but I cancelled the purchase.


this is the feedback
Complete waste of time stay clear purchased tickets then was reluctant to sell!!


These are possible replies
Sorry couldn’t rely on RM to deliver in time Refunded so u could shop elsewhere
Refunded unable to guarantee such a quick delivery without any communication

She needed delivery for the day after tomorrow as she was then away from home until the event.

She only paid for 1st class postage.

I felt that Royal Mail was too unreliable to guarantee that the tickets would arrive in time (although I know they should)

After a couple of emails I sent my mobile number and asked her to phone me before I posted but she refused.

I felt that we could have split the cost of special delivery as long as she would have been home to receive the letter.

I certainly didn't handle this very well but when her emails became more rude and aggressive I decided to refund her so that she could buy from somewhere else.

I'm looking for a polite, dignified reply to her negative-any suggestions?
I have sent an email apologising and have explained my reasons for the refund

sparkie

Flyonthewall

1st class is 1-2 days. If you posted before last post there's no reason why they shouldn't get there on time, even posting the next day there was a good chance, and it's the buyers choice to take that risk, it's not up to you!

Buyer has a right to be annoyed and leave negative feedback. They paid for an item and you didn't bother sending just because you thought maybe it wouldn't get there on time despite posting it via a method that is highly likely to mean it does get there in time.

It said 1st class on the listing, buyer was happy with that, you had chance to post. You can't blame the buyer for lack of communication (phoning), there was no need for it had you posted like you should have. It's also unfair to ask the buyer to pay more for special delivery. It was your choice to try and send it that way, not the buyers.

Obviously I don't know what was said between you, but you caused the issue, you tried to force the buyer to communicate outside of ebay and you didn't post. Not surprising they got angry as it went on, especially now as their chance of getting the tickets is probably very low as you stated yourself they were going away. Where do you think they're going to get them from?

If you're going to reply to the feedback I'd say all you can do is apologise.

the_lunatic_is_in_my_head

Flyonthewall wrote: »

It said 1st class on the listing, buyer was happy with that

If the buyer was happy with that why was there any need to tell the OP that "She needed delivery for the day after tomorrow as she was then away from home until the event"

If the buyer understood the listing information correctly and equally understood the tickets being late was a possibility that they were willing to accept on their own back then there was no need for the buyer to mention the above or indeed open any comms, OP would have posted and everyone would be happy.

For me it would depend on the value of the ticket but I wouldn't be happy with trusting Royal Mail to deliver in time on top of what the buyer has said. I don't trust Signed For much but would have chanced it on a low value ticket, on something expensive I would have just sent it Special.

One thing to note 1st Class isn't 1-2 days, eBay quotes 1 working day in the majority of circumstances, they do occasional quote 1-2 working days depending upon the location of the buyer and seller (logically it would be extended by the extra day for remote parts of the country but knowing eBay it could be anything).

And of course buyers never, never, ever look at the ETA and and forget what the E stands for....

the_lunatic_is_in_my_head

Sorry OP to answer your question, "requested delivery on specific date before event, failed to communicate regarding delivery method" should that fit in eBay's box, would be my answer to the feedback.

sparkiemalarkie

Flyonthewall wrote: »

1st class is 1-2 days. If you posted before last post there's no reason why they shouldn't get there on time, even posting the next day there was a good chance, and it's the buyers choice to take that risk, it's not up to you!

Buyer has a right to be annoyed and leave negative feedback. They paid for an item and you didn't bother sending just because you thought maybe it wouldn't get there on time despite posting it via a method that is highly likely to mean it does get there in time.

It said 1st class on the listing, buyer was happy with that, you had chance to post. You can't blame the buyer for lack of communication (phoning), there was no need for it had you posted like you should have. It's also unfair to ask the buyer to pay more for special delivery. It was your choice to try and send it that way, not the buyers.

Obviously I don't know what was said between you, but you caused the issue, you tried to force the buyer to communicate outside of ebay and you didn't post. Not surprising they got angry as it went on, especially now as their chance of getting the tickets is probably very low as you stated yourself they were going away. Where do you think they're going to get them from?

If you're going to reply to the feedback I'd say all you can do is apologise.

Thank you for such a detailed reply. You have helped me to see things from the buyers point of view.

I definitely could have handled things much better.

The tickets are for an event in a weeks time.

When doing the listing I hadn't thought about the fact that I might have to rush to get them posted because the buyer was going away.

I put them on a 3 day listing to allow good time for delivery.

I definitely deserve the negative. I'm not arguing with that as I have let her down and completely wasted her time.

It was her email reply that encouraged me to refund her "AS LONG AS MY TICKETS ARRIVE BEFORE I GO AWAY I WILL BE HAPPY" (her caps not mine)
I simply couldn't promise.......

There were 20+ more ticket available on Ebay the same as mine and I refunded within 2 hours of her purchase.

Thanks again for you detailed reply. You have helped me see things from her point of view.


I was finding it difficult to fit my reply into so few words.....

sparkie

Flyonthewall

the_lunatic_is_in_my_head wrote: »

If the buyer was happy with that why was there any need to tell the OP that "She needed delivery for the day after tomorrow as she was then away from home until the event"

If the buyer understood the listing information correctly and equally understood the tickets being late was a possibility that they were willing to accept on their own back then there was no need for the buyer to mention the above or indeed open any comms, OP would have posted and everyone would be happy.

Notice all the OP possible replies say "I" or their opinion on the time, not "they" or the buyers opinion though. There's no mention that buyer was worried about the timescale with 1st class postage.

They perhaps made sure the seller would post asap, but buyer paid for 1st so that's what it should have been sent as. Buyer clearly wasn't looking to keep communicating or change the postage, hence why they got annoyed.

Unless there's something missing from the OP.

For me it would depend on the value of the ticket but I wouldn't be happy with trusting Royal Mail to deliver in time on top of what the buyer has said. I don't trust Signed For much but would have chanced it on a low value ticket, on something expensive I would have just sent it Special.

If the buyer didn't say then you'd be none the wiser, send it and it most likely would make it anyway. The only reason you'd doubt it is because you know it matters to the buyer, yet buyers can say they didn't get an item on time when leaving feedback which isn't good and some buyers can be funny about it anyway so you'd normally be relying on RM to get it there on time. Why is it different just because you know the buyers situation?

RM is generally really good and even with Special Delivery you're still relying on them.

One thing to note 1st Class isn't 1-2 days, eBay quotes 1 working day in the majority of circumstances, they do occasional quote 1-2 working days depending upon the location of the buyer and seller (logically it would be extended by the extra day for remote parts of the country but knowing eBay it could be anything).

And of course buyers never, never, ever look at the ETA and and forget what the E stands for....

1st class is 1-2 days, what ebay quotes is beside the point. RM say 1-2 days. Buyer wanted it in 1-2 days so it's fine anyway even if ebay did say 1 day and buyer believed it. All assuming OP posted it sooner rather than later, that is.

the_lunatic_is_in_my_head

sparkiemalarkie wrote: »

I definitely deserve the negative.

I disagree you deserve the feedback.

We get this now and then with orders must arrive by such and such a day, so we advise 1st Class isn't guaranteed but they can pay an extra £9 (our actual cost) for the order to be sent Special and have it tomorrow by 1pm. Only one person has ever paid the extra but for those who chance it with 1st Class it sits in the back of your mind, what if the post is late and they just say it didn't arrive at all.

Flyonthewall

sparkiemalarkie wrote: »

Thank you for such a detailed reply. You have helped me to see things from the buyers point of view.

I definitely could have handled things much better.

The tickets are for an event in a weeks time.

When doing the listing I hadn't thought about the fact that I might have to rush to get them posted because the buyer was going away.

I put them on a 3 day listing to allow good time for delivery.

I definitely deserve the negative. I'm not arguing with that as I have let her down and completely wasted her time.

It was her email reply that encouraged me to refund her "AS LONG AS MY TICKETS ARRIVE BEFORE I GO AWAY I WILL BE HAPPY" (her caps not mine)
I simply couldn't promise.......

There were 20+ more ticket available on Ebay the same as mine and I refunded within 2 hours of her purchase.

Thanks again for you detailed reply. You have helped me see things from her point of view.


I was finding it difficult to fit my reply into so few words.....

sparkie

Caps is generally seen as shouting, but the comment doesn't seem angry or threatening. So I guess the caps is more of a warning unless they forgot they had caps on.

I assumed more time would have past but if it was within 2 hours then fair enough, she should have time to buy another. Anyway, you could perhaps say refunded quick to avoid wasting time and apologise. It is difficult with the character limit.

the_lunatic_is_in_my_head

Flyonthewall wrote: »

1st class is 1-2 days, what ebay quotes is beside the point. RM say 1-2 days. Buyer wanted it in 1-2 days so it's fine anyway even if ebay did say 1 day and buyer believed it. All assuming OP posted it sooner rather than later, that is.

Well it isn't 1-2 days and Royal Mail say the following:

http://www.royalmail.com/personal/uk-delivery/1st-class-mail

When you want to know your mail is in safe hands, you can trust 1st Class for quick, efficient delivery across the UK. We aim to deliver your letters and parcels to their destinations the next working day – including Saturdays

Is my item guaranteed to arrive next day? Although we aim to deliver 93% of 1st Class mail the next working day after posting, we are unable to provide a guaranteed service. For guaranteed next day delivery we recommend Special Delivery Guaranteed™.


but what Royal Mail say is besides the point, a customer should not be expected to know what the post says when the retailer is advising of a timescale for delivery.

Flyonthewall wrote: »

They perhaps made sure the seller would post asap

You can't submit a listing without setting a dispatch time, there is no need for any buyer to ensure something is sent "asap" as the seller has already told them pre-sale how long dispatch will take.

Flyonthewall wrote: »

If the buyer didn't say then you'd be none the wiser, send it and it most likely would make it anyway.

Yes indeed most likely, but most of our "no" answers to did the order arrive on time are from listings with 1 day dispatch via 1st Class, an item being late in most cases isn't a problem.

I can't see the point of mentioning the ticket is needed by such a day as they are going away until the event unless they are implying that the should it arrive later it's of no use to them. With a normal item, no problem just send it back, with a ticket that's going to be worthless maybe a different story.

Flyonthewall

the_lunatic_is_in_my_head wrote: »

I disagree you deserve the feedback.

We get this now and then with orders must arrive by such and such a day, so we advise 1st Class isn't guaranteed but they can pay an extra £9 (our actual cost) for the order to be sent Special and have it tomorrow by 1pm. Only one person has ever paid the extra but for those who chance it with 1st Class it sits in the back of your mind, what if the post is late and they just say it didn't arrive at all.

It's clear the seller didn't want a disappointed buyer if it didn't get there and they dealt with it all quickly. We also don't know the exact conversation between them. But the buyer has every right to be annoyed at paying and not getting an item that should have been able to get there in time just because OP felt it might not. Buyers don't generally like being asked to pay more. To the buyer it was a negative experience and that's what feedback is for.

Perhaps it was a little harsh and a neutral would have been fairer, but I bet if that buyer came on here and said a seller wasted their time, tried to force communication outside of ebay, refused to send an item even though it should arrive in time and that they already paid and seller wants them to pay more people would agree with the negative feedback. It looks bad from the buyers side and that's all the buyer has to go by.

Flyonthewall

the_lunatic_is_in_my_head wrote: »

Well it isn't 1-2 days and Royal Mail say the following:

http://www.royalmail.com/personal/uk-delivery/1st-class-mail

When you want to know your mail is in safe hands, you can trust 1st Class for quick, efficient delivery across the UK. We aim to deliver your letters and parcels to their destinations the next working day – including Saturdays

Is my item guaranteed to arrive next day? Although we aim to deliver 93% of 1st Class mail the next working day after posting, we are unable to provide a guaranteed service. For guaranteed next day delivery we recommend Special Delivery Guaranteed™.

but what Royal Mail say is besides the point, a customer should not be expected to know what the post says when the retailer is advising of a timescale for delivery.

You can't submit a listing without setting a dispatch time, there is no need for any buyer to ensure something is sent "asap" as the seller has already told them pre-sale how long dispatch will take.

Yes indeed most likely, but most of our "no" answers to did the order arrive on time are from listings with 1 day dispatch via 1st Class, an item being late in most cases isn't a problem.

Ok, it used to say 1-2 days. But if RM agree it's 1 day then that's less reason for OP not to send it. Might not be guaranteed but it's less doubtful that it'll arrive the 2nd day when they're aiming hard to get it there in 1 day. SD is 1 day too.

Ensuring an item is sent asap when the listing states a timescale may not be needed, but it doesn't hurt to send the seller a quick message. What sellers state and what they actually do can be two different things.

For a business seller a late isn't so bad usually. More of an issue for a private seller. You're still relying on RM doing a good job overall because you don't want too many no replies.