posted on March 19, 2001 10:17:37 PM
It's like I said in an earlier post. Three days no big deal, 3 weeks...Major concern!
Today my wife and I go to the PO. the Postmistres tells us a small packet to the UK came back without the right form. She was the one who told us which form to use. It was the WRONG FORM.
We mailed it out on Feb 12th. How do you think we felt? Over a month and the PO Savants finally get it back to us!!
We emailed the winner in Britain and explained it and he was fine but not thrilled. Communication is tantamount.
At least he'll see the original post date.
The point is it's not always the seller either.
Yea, some are lazy, some are really lame. And some are just doing their best.
Sorting it out is the challenge.
I have a real nightmare story about a woman selling cast iron that would take these threads months to end.
posted on March 19, 2001 10:18:31 PM
I had 4 packages to ship out today.
I emailed each bidder to let them know that payment was received & that their item would ship today. (Only takes me a couple of extra seconds with AuctionAmigo.)
3 out of the 4 emailed me within the hour to Thank me for letting them know.
I tell bidders right in my listing that I ship the day after receipt of payment. (If payment arrives early enough, I will send it out the same day.)
posted on March 19, 2001 10:23:24 PM
In my ad I state that I TRY to ship within 48 hours(I usually ship same or next day).
For me, after I ship then thats when I leave feedback and send them a letter telling them the payment was received and their item is in the mail. I kill 2 birds with one stone, then as far as I'm concerned my job is done with that transaction and there is no need to return to it. Unless of course a problem arises.
I get alot of e-mails thanking me for letting them know and usually a good feedback is in the bag from those folks.
If they take time to thank me then chances are they will take time to leave feedback.
I also use eBud and 2 clicks and its a done deal.
For me, I just think its good business, and I enjoy letting people know that they will soon have their much wanted "treasure".
posted on March 19, 2001 10:44:42 PM
Ok, I need to respond to a response on the feedback I just gave a neutral to.
Heres my comment and her response.
Neutral: Arrived 3 wks after purchase, the box should have been taped...video survived!
Response: paid two weeks after auction ended. check M.O. signature date. What a pyscho!???
I payed her the same day with PayPal, I just looked it up.
Can I respond to that?
I can't find the little envelope.
posted on March 19, 2001 10:56:41 PM
I'm wondering, does the "hey, as long as it gets there" argument for slow shipping on the part of sellers apply to my sending in payment for items I've won, as well?
'Cause if it does, I'm going to stop busting my butt to get checks out within 24 hours of getting my EOA notices!
posted on March 19, 2001 10:56:47 PM
I usually ship packages the same day that I receive the payment. It seems easier for me because I don't want to forget to mail a package.
As a buyer, one time someone shipped my package 2 weeks after a paypal payment.
-Trey
***********************************
"If your mind can concieve it, and you believe it, then you probably can achieve it."
This is a very contentious issue, but here it goes:
Don't leave feedback before the seller leaves feedback.
You have no recourse against nuts if you jump the gun. In other words, you can't go back on the transaction. Once you leave + feedback, you can't leave a neg.
The ONLY way to get nuts off ebay is by giving them negs to the point where they get -4 and pointing it out to ebay. Or in special circumstances via safeharbor.
In my mind payment isn't enough for a plus feedback. They can switch the item after receipt and say it was broken, they can say the book was missing pages, they can say you lied.
In fact they can say anything after they get your positive feedback. Then your response looks like an excuse, or worse, a lie.
Take on a new tact for feedback. Leave it last.
The buyer is happy, you are happy and you can tell the world they are not a KOOK!!
posted on March 19, 2001 11:11:54 PMeventer: You feel it's primarily for the convenience of the buyer..what about the seller getting their money upfront & not having to wait weeks for a payment to arrive..not having to worry about it getting lost in the mail..not having to worry if the check's going to bounce..or if the customer is going to turn out to be a deadbeat?
I agree with Joanne that Credit Cards are more of a convenience for the buyer. Sure, I may get my money faster (not necessarily, some buyers are disorganized or may not have the credit available), but the buyer also gets his merchandise faster. Paypal payments get lost, or should I say misdirected. There have been plenty of times where I sent out a reminder email a couple weeks after I sent my invoice only to find out that the buyer sent a payment to the wrong email address 2 weeks ago. Checks bounce and credit card payments are sometimes chargedback. Also, if a customer receives a payment from a stolen credit card and then pays me, Paypal will probably freeze both of our accounts. I'm not sure what you are thinking when you say we don't have to worry about deadbeats. If they don't pay then they don't pay. I have no idea if they decided NOT to pay by check or decide NOT to pay by credit card.
Marie: I'm with DMRick on this one. While other sellers are emailing thank you's I'm shipping product instead. From much experience I can tell you that eventer's suggestion that you letting buyers know of payment and/or shipping dates can be accomplished in a few seconds is not true. Takes 1 to 2 minutes to do this properly, and I simply don't have the time.
Eventer is right on this one. At least if you have the proper software. I wrote my own and it automatically sends a "Payment Received" notice whenever I hit the 'Payment Received' button. So, it takes me 0 seconds to send a 'Payment Received' notice. A 'Winnings Mailed' notice takes slightly longer. I click on the 'Select Records' button, mark the 'Paid' checkbox, click the 'List Records' button, left-click on the first record in the list, right-click on the last record and press the 'Mail' button and everyone gets a 'Winnings Mailed' notice. Total time about a minute to send 1 notice or 1000.
Moreover, once you START confirming payments / shipments you are trapped forever into doing it.
I don't understand that. Sure, some buyers might be disappointed if I stopped, but I can't understand why I'd be trapped forever doing it.
At least in my category buyers are less interested in the 'personal touch' than in quick and efficient service.
My buyers get the 'personal touch' and efficient service. It's not an either-or thing.
posted on March 19, 2001 11:15:56 PM
packer
yes you can leave follow- up response if you view your feedback then in the browser type in the word left between feedback &userid the little envelope will show up and you will be able to respond.
posted on March 19, 2001 11:22:41 PM
Puddy,
If your refering to this seller I'm dealing with now...she left me positive feedback the day she got my payment which was the day the auction closed.
She e-mailed me she got the payment, and then I didn't hear another word from her till I e-mailed her 2 weeks later asking where the video was.
Then to have it take 3 weeks in my opinion is TOO DAMN LONG.
She didn't deserve a "positive" but I though I spoke fairly and to the point with the "neutral" I gave her.
Her remark was uncalled for.
By the way, I found the follow-up button.
Here is what I followed up with:
Follow-up: paid w/PayPal the day Auction ended. She doesn't handle her Mistakes very well.
Then I sent her my e-mail from PayPal showing her when I paid, and of course included a few choice remarks.
posted on March 19, 2001 11:25:59 PM
I still don't get why three weeks is too long, will you die if you don't get it sooner?
Are these people advocating that I rush my buyers to pay within three days? No way, I give my buyers three weeks to pay, plus an additional ten if needed. We live in a convenience society and that includes buyers and sellers. And yes, I do advocate laziness. How many great ideas were created rushing to the post office? Slow down, enjoy life.
posted on March 19, 2001 11:26:08 PM
thanks raidrgrl26,
I did find it. I've never had to do that before in my 3 years on ebay.
Since she already left me a positive she can't scare up my profile.
posted on March 19, 2001 11:36:59 PM
quickdraw,
My point is, her ad stated shipping within 1 or 2 days.
Don't you think a quick e-mail to me stating that there would be a delay was in order.
For a seller with 1200 feedback I would think she would have it down by now on how to treat customers.
I'm not a newbie I have 967 feedback, so certainly she had to know I didn't want to be treated like one.
I'm very understanding as a seller.
I've waited 3+ weeks for a payment, and I usually wait 2 weeks before a reminder is sent. By and large if there is a problem the buyer usually lets me know if there will be a delay.
The stuff I sell they usually want. I can count on 1 hand the deadbeats I've had in 3 years of selling.
posted on March 19, 2001 11:42:30 PM
I try to ship the goods 24-48 hours after I receive payment. UPS comes to my office M-F.
Some items go out the same day, others are custom orders and take a day or two. The office manager will take my overseas packages M-F.
I think I have a good record. Once in a while I will get an email asking when their item will arrive. UPS ground takes 4-7 days. Sometimes UPS will lose a package or couldn't find the address. I will ship a replacement item 2nd day if the bidder is unhappy about the delay.
Overseas shipping is different. I never promise something will be there in the time frame the post office provides. Even with Express mail sometimes the bidder waits longer than the 3-4 time frame. Sometimes the bidder is unhappy about it. Luckily most of my experiences have turned out good in the end.
posted on March 19, 2001 11:49:10 PM
packer,
You are right. I though it was the other way around.
Three weeks is way too long. If it was sent book/video rate, then that's how long it takes. It goes to the bulk mailing book center in FT Collins, Colorado, it sits there until they have a load going to a specific destination.
posted on March 20, 2001 12:51:45 AM
If you want fast delivery, do what I do. Get all bundled up at 4:00 a.m. and head out to the flea market. That way you can cut out all the exasperation and hassle of waiting three or four days for me to ship your item. And you'll save me the trouble of filing your complaints in the "circular file."
posted on March 20, 2001 12:57:17 AM
I only accept money orders and checks. I ship a lot of items without payment as soon as I get the recipients address.
So far, I've only had a hard time collecting money from one person -- and he eventually paid even though he had negatives for non-payment from other sellers. And that item was relatively inexpensive ($30).
Why do I do this? I sell in an area where most people are happy to pay for the items (antiques). I've also found that most people are honest.
So, if the item is under $50, I ship immediately. If the person sends me an e-mail sounding thrilled to get the item, I ship immediately (regardless of the dollar amount, providing it isn't over $1000).
I like to get the boxes out of my house. I know people like to get their items quickly. So I figure it is a win-win thing when I ship really fast.
Just yesterday I shipped something that was over $500. The buyer was begging me to send a check for the amount she bid, then she would send the shipping amount later -- but I thought that was too much trouble. I told her I would ship it then tell her how much it cost to ship it and she could send a check for the full amount then... Will I get my money? Of course. She's getting her item a week earlier than she thought she would.
posted on March 20, 2001 01:36:37 AM
i also ship within 48 hours, or will email explaining what prevented me from it - life does happen sometimes. and i email buyers that i got their payment. sometimes i wait and email the 'i got your payment' with the 'it's on its way!' sometimes i email i've gotten their payment and will leave their feedback after i ship, so they'll know that way.
(i know, i know - i have mixed feelings on the who-leaves-feedback-first issue, but given that often buyers feel held hostage, and ... i see a stand-off situation here, and i can at least respond if something goes wrong -- with the possible exception of it being one of e.g.'s or chepi's wackos )
i figure paypal/bidpay/whatever customers get/should get shipped faster because their payment arrives faster. if it came as a m.o. attached to a carrier pigeon and arrived the same night or the next day after the auction closed - same deal.
packer, i'd be annoyed too!
nanas turtles, i think if you state in your auctions you only ship x times/days a week, that's fine
now if i can only figure out why netscape will only let me see and post some threads but not others!
posted on March 20, 2001 03:30:14 AM
For the record, I've purchased quite a few things in the past couple of weeks, and like I said, the earliest any of those sellers shipped was at least 3 days later. I received the packages all in fine condition and I left glowing positive feedbacks for every one. I wasn't "mad" that they waited so long to ship, it just made me think about how I rush around every morning to ship out packages that I have received payments for - wether it was an online payment or a mailed in payment.
I use AuctionTrakker and when I receive my customers' payments, I email my customers to let them know their payment was received. When I ship out their item (usually within 24 hours) I email them again and let them know their item has been shipped and that they should be receiving their item soon. (With AuctionTrakker I just click the box next to their name and it sends it to all of them at the same time).
Probably 85% of my customers respond with a "Thank you!" and many send a short note on how they are so pleased with my communication with them.
When they receive their item, most of them email me to let me know they received it and leave me positive feedback. My feedback has many comments that say "Great communication".
Communication is very important! And good communication makes good transactions. I didn't always send out these emails - it was new to me when I started using AuctionTrakker and I now see a HUGE difference in the attitudes of my customers. They are much happier!
I paid by Billpoint 3 days ago on a widget I bought from a powerseller on ebay. I paid immediately after the auction ended. Over 24 hours later I received their EOA email! I emailed them back thanking them for their email, but I told them I already paid by Billpoint and if they could just confirm that they have received it. No response yet. That's just not good customer service in my books. Not even the courtesy of a response.
[ edited by ExecutiveGirl on Mar 20, 2001 03:51 AM ]
posted on March 20, 2001 04:45:11 AM
My modus operandi is to leave one feedback when the payment arrives/item is shipped, e.g. "fast $$ nicest buyer great transaction. Widget ships tomorrow 3/21 thanks"
This way I can do two things in one time saving motion.
However, I DO GET the occasional, "did you receive payment?" email.
posted on March 20, 2001 05:40:24 AM
"I have a buyer who says that if there package is not recieved by a certain date that they will file charges with ebay and file a chargeback with paypal."
I would tell them that if they want GUARANTEED delivery time that they can pay for FEDEX OVERNIGHT, signature required. If they want to pay for normal delivery, they can take their chances like anyone else.
posted on March 20, 2001 05:55:17 AM
<<There's nothing worse than sitting around wondering if the seller has received the payment & if the package has been shipped for a customer. Being in this position right now w/3 purchases, I can tell you it's pretty darn aggravating.>>
Somehow what I said got lost. No one is waiting around for a package from me (and if there was to be a delay, like the 20+ inches of snow), I would email and let them know. I mail out next business day.
I already have enough correspondance with my buyers, and it doesn't work out to be automated like some others. My widgets are personalized..each and every one of them, with a name..so the fact that I ship the day after Paypal/MO, is nothing short of a miracle anyway. My feedback almost always mentiones the great/fast shiping.
Personally, when I buy, I don't want to have mail either..unless there is going to be a delay..it would just be another piece of mail that I would feel I would have to answer.
There is no one right answer for anyone..if you want/like to send out notes when checks arrive/you are shipping..great! I've not seen anyone be unhappy about the way I do it, and the feedback is positive, and I have lots of returning customers..so, for me, it works. Once I hear from them, either via email or feedback, I post either a thank you, or a feedback, and everyone seems to be happy from start to the completion of the sale.
>This is how I do business and I have every right to expect that all other sellers will do it the way I do!
No you don't. If you really beleive that statment, you are setting yourself up for some serious disapointments. What you have a "right" to expect other sellers to do is what they say in their TOS. Email me after an auction telling me I have to take paypal or you are not going to pay me, and you will get a neg. for your troubles.
posted on March 20, 2001 06:25:27 AM
Good Morning EG!!
IMHO, You are rushing to ship packages because you are a stellar seller.
I get myself to the PO at least 4 times a week, too. You wouldn't believe that about 90% of my feedback comments on how *fast* I ship!! I guess that was my "heads up" for how other sellers transact.
Regarding the e-mail thing:
My EOA asks for a response w/address and chosen method of pmt ~ for the bidders who actually do this, the "got your pmt" e-mail is easy to send ~ hit reply and copy the note from my files. It's also two seconds for a PayPal pmt ~ hit reply and copy the note again.
With over 50 auctions a week, it does take a great deal of time to confirm pmt for the rest of the bidders ~ I usually don't bother contacting those few ~ if they're not concerned about it, I don't see a reason to be. Not the best reason, but it works for me!
I still ship within 48 hours of receipt of payment, regardless.
I just puchased 3 items ~ all were paid within hours through PayPal. Two of the sellers responded, one has already posted pos feedback. So far they are "our kind" of sellers ~ respectful and customer service oriented.
I'll let you know when my "goodies" arrive, but I can already tell you, I have more confidence in the auctions that "touched base" with me than those who didn't.
*JMO* no bashing, please!
posted on March 20, 2001 07:43:54 AM
To me, communication is important. As a buyer, I would like to know that you received my payment & that you have shipped my item....As a seller, I sent EOA, Payment Rec'd & Item Shipped emails, all with those indicators, as well as, auction # & title in the subject line. So as a recipient of these messages, you don't even have to actually read the email to get the status.
I typically (stuff does happen) ship immediately when payment is received (MO's/CC's same/next day)...I sweat it if some circumstance delays the shipment by 24 or 48 hours.....Why?....Because when I started eBaying (3 years ago) that was how it was done. That's the way I was trained, as were the majority of the sellers. In essence we "did it to ourselves". Had we begun selling through mail order or TV our standard shipping time would have been 4-6 weeks. As a whole, I believe that eBay sellers ship faster & include more communication that the majority of sites on the web. (in my buying experience).
Would I change my standards because I find many others taking 1 or 2 weeks to ship?...NOPE!...I still firmly believe that in this selling arena, where trust can be shaky at times, responding quickly & keeping the customer informed are key elements to success.
posted on March 20, 2001 07:59:13 AM
I HATE having to email some sellers several times to find out when they shipped out my package because it STILL isn't here. Most of my sellers have been great with shipping promptly but some sellers....... If I pay by PayPal with Priority shipping I usually look for the package one week after I paid. However, quite often it doesn't even get posted until after that. I have received rude emails from some sellers when I inquire about when the shipping status of my item. I have received items (supposedly already shipped) that were postmarked after my 3rd email of 6 weeks after the auction closed. Some sellers lied about it already being sent but the postmarks will tell a different story.
As a seller I get the majority of my packages in the mail within 24 hours of payment but, I have had some bumps in my life that have prevented me from rushing to the PO the very next day. I am ALWAYS able to work something out so things get mailed within 3 days at the latest. I want my customers to come back to me for more items in the future. Friendly emails with good communication, prompt shipping and great items all ensure that they keep coming back for more.
posted on March 20, 2001 08:07:20 AM
I do not email my buyers when I receive their payment, and I have had 2 or 3 out of 100 auctions email me and ask. I state in my TOS that I ship on Mon, Wed & Fri. and the couple of emails that I got were from payment received on Friday that were shippied the following Monday. I try to ship in late afternoon, so I get the payments from that day's mail, but this is a hobby for me, and I have other things going on. I know that for some of you that is not a valid excuse, but ebay is not my life. In fact, it's been taking up too much of my time lately, so I'm slowing way down. Selling off lots of stuff in a garage sale.
)
