How to respond to an NPB

soolin

I recently went through the NPB process which was finalised in my favour as the buyer never responded. She had been a difficult buyer from the start as she argued against the post and packing despite it being spot on, when I told her how heavy her items were she just said that she hadn't really thought about that before she bid but she would pay so that there was no unpleasantness, then I never heard another thing.

Three days after the FVFs were awarded the buyer sent payment so I sent her goods as it seemed easier than trying to contact her as she had never responded to any of my previous reminder emails. She still hasn't acknowledged any emails, nor did she even put a letter in with her cheque, she just stuffed it in an envelope with no explanation. Even now I don't know for certain that she received her goods, she didn't respond when I asked her if the parcel had arrived.

I've now had a response from her saying she wants the strike removed as she doesn't want it to affect her account. I have no idea how to do this, the help sections give information about how the buyer can appeal the decision, but it says nothing about the seller being able to withdraw the strike.

I think the buyer is panicking as she bought 4 items at the same time for which no feedback was left which would rather leave me to suppose that she may be facing suspension.

I think whatever I do this may result in my first negative, it's a shame the new feedback rules aren't in place as that would have prevented her from negging me as she never responded to the NPB process. Meanwhile, is it possible to remove the NPB strike?

EDIT: I've just stumbled across a way to remove the strike, I'm very reluctant to do it, although I know I must, but I'm cross that she took a month to pay. I'll do it tomorrow.

Soo

masonic

Do you really think you should do it? It seems to me your buyer was trying it on in the extreme and only sent the payment after she knew it had backfired. The cynic in me says she had this in mind all along.

People should not be free to 'test the water' like this, discreetly backing out of auctions and leaving sellers hanging on, all the time hoping that they escape a NPB strike, knowing that even if they do get caught out they can get their strike removed by the seller by eventually paying up. It makes a bit of a mockery of the system, no?

shelly

To be honest I'd have sent the payment back and told her tough luck its too late. Oh and I wouldn't remove the strike either.

Hintza

Just stick with it. Tell her if she wants it removed to leave you positive feedback first and then just leave it. Oh thats nasty!!

nk2005

Personally I'd remove the strike as at least they did pay in the end and when they were given the strike ebay would have given you a FVF so they could report that to ebay, which ebay take more seriously than a none payer, by all means leave neg or neut feeback for them for delay if you feel appropriate

soolin

shelly wrote:

To be honest I'd have sent the payment back and told her tough luck its too late. Oh and I wouldn't remove the strike either.

With hindsight I wish I had just returned her payment, but she had been ignoring my emails and at the time I just thought that it would be easier to send it rather than have her complain that I was holding her cheque or something. In future though after I have completed a NPB I won't send the item even if the buyer pays, I'll just send them back their cheque.

Soo

bleugh

dont remove it.

you've had a bad experience with the buyer, if they have a strike, they'll be less inclined to give a bad experience to another seller as they'll know it's three strikes and they're out!

you're not doing it for you, you're doing it for every other poor sod that has to deal with them

get them to leave positive feedback for you, and leave them a well worded NEUTRAL, not a neg as they did pay

soolin

nk2005 wrote:

Personally I'd remove the strike as at least they did pay in the end and when they were given the strike ebay would have given you a FVF so they could report that to ebay, which ebay take more seriously than a none payer, by all means leave neg or neut feeback for them for delay if you feel appropriate

I know I have to remove the strike, I was just loath to rush to do it as she ignored all my mails (except one about postage) and only paid after 6 weeks.

My concern, and I can see no way round it, is that under new rules which come in soon (I'm hoping they might already be in force), she is unable to leave me feedback at the moment as she did not respond to the NPB process, she just ignored ebay as well. Once I remove the strike she becomes able to leave me negative feedback.

I'm also concerned that she won't acknowledge receipt of the item, I have a slight concern that she might wait for me to withdraw the strike and then claim non receipt and slap a non performing seller complaint on me.

Oh well, I might as well do it this morning and get it over and done with.

Soo

soolin

bleugh wrote:

dont remove it.

you've had a bad experience with the buyer, if they have a strike, they'll be less inclined to give a bad experience to another seller as they'll know it's three strikes and they're out!

you're not doing it for you, you're doing it for every other poor sod that has to deal with them

get them to leave positive feedback for you, and leave them a well worded NEUTRAL, not a neg as they did pay

Thanks bleugh, you have seen why I have such concerns with this one. It isn't just the non payment, that happens, it just seems that there is something else going on here and I am about to be out manouvered.

I had a bad feeling from the start, the question about the postage was quite accusatory even though my post charged was spot on.

She's only got 4 feedback and nothing for her purchases since March!

I suppose I am more cross with myself for sending the item in the end, I just had a soft moment and thought that it would be easier to send it rather than have the hassle of returning her cheque, but never again.

Soo

shelly

Ummmm Soo, why do you have to remove the strike?? Like you say, once you remove it you open yourself up to being left feedback. I wouldn't bother. Personally if they got in touch with me again I would politely say that I am not willing to remove the strike as it was filed in good faith and only after they received the strike did it wake them up.....and leave it at that. What can they do???

soolin

shelly wrote:

Ummmm Soo, why do you have to remove the strike?? Like you say, once you remove it you open yourself up to being left feedback. I wouldn't bother. Personally if they got in touch with me again I would politely say that I am not willing to remove the strike as it was filed in good faith and only after they received the strike did it wake them up.....and leave it at that. What can they do???

If I read the rules correctly it appears that a buyer can appeal a NPB strike if they later go on to pay, I'm assuming that if she does appeal and I confirm to ebay that she did in fact pay about two weeks after my FVFs fees were awarded then I would be at fault for not having removed the strike.

I can't do anything at the moment anyway about removing the strike as my information isn't available on ebay (the fRiday maintenance), but I might ask ebay about this before I do anything.

There are two things I would really like to know though, one, whether my buyer has her item, and two, whether the new feedback rules are in place.


Soo