posted on April 24, 2001 06:04:13 AM new
I also do not notify bidders when their payment is received or when their item is shipped. I prefer to expend my energy in ensuring that my products are well packed, shipped promptly, and that new products are listed on a regular basis. My turnaround time is so rapid, many of my customers receive their items before they have a chance to start worrying. However, I am more than happy to respond to customer e-mails inquiring if their payment has been received or if their item has been shipped. I feel that if they are worried enough to send me an e-mail, the least I can do is respond to them promptly (usually within 12 hours or less) I find that this system works best for me, and have received many positive comments for both speed and communication. I am curious though... what program are you using for your notices, eventer? I'm always willing to look into new methods!
posted on April 24, 2001 06:08:48 AM new
I usually don't send an email that payment has arrived unless the buyer requests me to do so. I do send an email letting them know item was shipped, date shipped and shipping method. The software program I use for auction management has the ability to send emails announcing payment was received, but most buyers don't want more emails in their inbox. I do send out email notices that payment has not been received 10 days after the auction end which alerts buyers who have sent payment that there may be a potential problem. This method has worked well for me
posted on April 24, 2001 06:09:23 AM new
Microbes,
What program are you using for this? I am a firm beleiver in "Time is Money".
I have both the old Auction Assistant and the Sellers Assistant. Both have a series of buttons you can click on each sale which sends an email to a buyer for each unique auction.
Takes a few second to type in the auction number for it to find the auction, then another few seconds to click the button.
I use a single response to indicate I've received payment & the item has been shipped.
I've found my customers like being kept updated, so these few seconds are worth it, for me. As I said, if you aren't getting a lot of "has my item been shipped" emails, then you may not something like this.
I produce several of my own product lines, so you are correct, it's basically build the ad once & change it around as needed.
I agree if you are going to spend 20 minutes composing an ad, taking photos, etc, then unless you have a volume of these, under $10 sales aren't going to be easily profitable for you.
posted on April 24, 2001 06:21:06 AM new
eauctionmgnt
>My turnaround time is so rapid, many of my customers receive their items before they have a chance to start worrying. However, I am more than happy to respond to customer e-mails inquiring if their payment has been received or if their item has been shipped
In another thread just last night I posted...Customer service seems to end the exact moment my payment is received by the seller. This is truly how I feel.
As a buyer, I know what I expect. As a seller, that is what I strive to provide. We obvoiusly will never see eye to eye on this matter and that is unfortunate. Although, I have read your posts on AW before and know there are many aspects of selling we do agree on.
I use AuctionAmigo software by Invenna. It allows you to create an email template and it fills in all the data from your auction for you. Very simple to use and affordably priced. Incidentally, they provide excellent customer service. (poke, poke)
>have read your posts on AW before and know there are many aspects of selling we do agree on.
Thanks
My most basic rule I use when I sell is to make DARN SURE the buyer gets what they pay for. If something happens (Damage during shipment, Lost in shipment, or if I simply "blew a listing" They get ALL their money back. (I insure most stuff I sell, as UPS includes it in the shipping price, so if it's a damaged or lost item, the buyer will have to work with me a little to collect, but I will make sure it comes out right.)
>Customer service seems to end the exact moment my payment is received by the seller
Nah, it ends when you receive the item in good condition. I have to pack and ship with in 2 working days, just like I say I will. If you are one who worries 3 days after you send payment, and email me ASKING about it, I will answer. If there is a problem when you receive the item, I will work with you (even on $10 sales )
posted on April 24, 2001 08:51:34 AM new
Someone posted:
As a seller I email all my customers (1) when I receive their payment and (2) when their item ships.
posted on April 24, 2001 09:03:40 AM new
unknown:
When an item sells for over $100 and the buyer pays with a personal check, there's a very good reason for not shipping the same day. Think about it.
posted on April 24, 2001 09:11:50 AM new
I have better things to do than to cater to the insecurities of people whose lives revolve around when they get their eBay item. I never e-mail after the EOA.
One problem with the "got your payment" e-mail is that it commits you to delivering the item shortly thereafter. If they don't get it within a few days of the e-mail they're wanting to know why. Who needs the hassle? I follow my own schedule and I'm not about to make life more difficult for myself.
This strikes me as one of those "I'm such a good little boy, why can't everybody be?" threads. Relax, will ya? Nobody's going to perish if they don't get e-mails every step of the way. They're not going to sue you. They won't even give you negative feedback. At some point they may send a "just wondering about the status of my order" notes (in which case I e-mail them and explain that I hold checks for 10 days or whatever, and that their item will be sent within a day or two). But I would never initiate a contact after the EOA. Too much unnecessary effort.
As a buyer, I have no expectations of receiving updates either. I figure the mails are reliable enough and chances are 99.9% that my payment reached its destination, and that most people are conscientious enough that they will send the item out within a reasonable time frame (up to 2 weeks after receipt of my payment). I don't sit around biting my nails wondering what is happening. It's just an eBay item, after all.
posted on April 24, 2001 09:12:26 AM new
My recommendation for buyers who really need to have these notices sent to them, is get some self esteem. Fear is controlling you. Also, your ways aren't my ways. I don't see how wasting someone else's time is good for the world. Do you not know the burden and extra costs you place on companies with your silly demands?
Are you paying premium prices for this service or do you expect me to share in your costs because you never pay full price? I do have to say as a fellow consumer, I'm tired of paying for these demanding consumers!!
posted on April 24, 2001 10:23:56 AM new
[b]Someone posted:
As a seller I email all my customers (1) when I receive their payment and (2) when their item ships. [/b]
Why? Shouldn't those be the same day? Why wait?
What is it with people who think that all eBay sellers have to do with their time is run to the post office every day? Sure, items should be shipped within a reasonable time after receiving payment, but same day? Fine if you can and want to, but people who don't shouldn't be judged too harshly. Other things can get in the way like:
1. Late afternoon mail delivery
2. Full-time jobs
3. Small children at home
People who expect same day shipment obviously have the whole day to themselves and forget that others might not.
Now, back on topic. I send out emails letting buyers know when I've received payment and when the package has shipped. And the great majority of people don't seem to get in a snit over their package not being shipped the same day either. And if you state an approximate shipping schedule in your auction, they haven't got any basis for complaint if you don't.
I can see why this emailing might seem like a lot of extra work if you're relying on the old cut-and-paste between the auction page and your email program. But with software, it is a snap and if you regularly ship out a significant number of packages every week, I can't see cutting and pasting all the time. Even doing the EOA notices that way is a pain.
posted on April 24, 2001 11:13:54 AM new
I try to do the following as consistently as possible:
(1) sit down after dinner to process all payments received that day via electronic or snail mail
(2) Prepare invoices, pack items, complete address labels, etc, and set off to one side
(3) Print invoices, and leave feedback for all buyers whose payments I'm processing
(4) Send a mass email to all bidders notifying them that their payment has been received and that their packages will be going to the post office the next day.
If Paypal payments come in, I usually reply to the You got Cash Email to tell them payment will be confirmed wiht Paypal, and their item will go out the next day if everything is OK.
I try VERY hard to get all items shipped within 48 hours of the receipt of payment - baring illness, weather, and lunch meetings (my po run is on my lunch hour from a full time job - If I don't get a lunch hour to myself, I don't make it to the PO that day - but I try to get my fiance to make the trip for me when that happens)
Having my "assistant" deliver the packages for me has helped a lot - the PO trip is the hardest part of my system because I work 8-5 and the PO on my route is open from.. gee.. 8-5.. 8(
I can restock my inventory once a week as able, and if I can't restock, I have a slow week that week.
Sometimes when a LOT of payments come in or I'm up very late packing, I don't always get all of my steps done - but I do my best.
posted on April 24, 2001 11:46:12 AM new
"Perhaps this is the norm? The last three auctions I've won the sellers did not notify me that my payment had been rec'd."
Perhaps that should tell you something, that ebay buying is not for you. Hop in you car and drive around town, and visit a dozen stores, please!
posted on April 25, 2001 12:45:17 AM new
Thanks again for all your helpful tips! I'll seriously consider putting an end to holding my bidders hands which will give me more time to read all the amusing comments on these message boards.
posted on April 25, 2001 08:28:59 AM new
I used to send out both emails. One when pmt was rec'd and one when I shipped. Now I just send out the one when the payment is received, and I indicate in that one when the item is going to ship. That's cut down on a bit of what I really think was duplicate work.
I admire sellers who ship within 48 hours of receiving payment, but I ship once a week, and it's stated clearly in my auctions. However, if a bidder needs the item quickly and asks before bidding, I always make an exception for them and ship as soon as I have their funds.
As to providing customer service to people who bid on high-end items over low-end items: my opinion is that it's short-sighted to treat someone who bid on your $9.99 item differently than you treat someone who bid on your $99.99 item. Newbies often start out buying low end items - it's weird and a little scary sending a check to someone you only knew through emails.
Think about this: if you provide mediocre customer service to someone who purchases a $9.99 item from you, what is their incentive to purchase the $99.99 item from you?
Please note that I'm NOT saying that the posters here who don't send out "item shipped" emails provide mediocre customer service. But customer service is a biggie with me - I'm not a repeat customer of those who don't give it (online and in RL), and I try to provide as much as I can. Repeat customers are important - that $9.99 customer may just end up being someone who comes back for more.
posted on April 25, 2001 08:52:57 AM new
Agree with tomwiii! Common courtesy! I cannot even imagine why I wouldn't drop a line to thank the buyer for their payment! Since I don't take checks I am able in that same email to let them know when (today, or tomorrow morning) their package will be shipped and by what means (usps priority or ups). I don't care if their purchase was $5 or $500. They are entitled to the same courtesy from me.
For 30 seconds out of my life I know that I have treated the customer as I would wish to be treated.....
posted on April 25, 2001 09:58:21 AM new
Common: widely or generally found or observed.
If the responses on this thread is any indication, the sending of emails for payment recieved or shippment sent is NOT common. therefore I think it can be concluded this is not a "common courtesy". It IS a courtesy performed by some but that doesn't make it a "common courtesy"
Sharkbaby...you said "I know that I have treated the customer as I would wish to be treated". Others have said they do not expect sellers to communicate with them on these matters.
Since you base your selling behavior on how you want to be treated do you agree that other sellers also have a right to base their selling behavior on how they want to be treated? If so, we can't get upset with the sellers who don't send these emails since they may, as buyers, be ones who do not want such emails and are just "treating their customers the way they wish to be treated"
posted on April 25, 2001 11:01:03 AM new
This is an enjoyable thread. I've been selling full-time eBay 3 years, but for a long time due to volume sold, I found it difficult to send e-mails like shipment notices.
However, I made a real serious effort this year to streamline & improve how I do things, and actually was successful. And now I do send a shipping notice to every bidder -- as I am almost always mailing within 24 to 36 hours of receiving payment, I combine the payment received notice with it.
I have definitely noticed a nice improvement in the kind of positive comments people leave for me, obviously the better communication is important to a great many bidders in personal transactions like these.
Because I'm in Canada, I have also found a way in my e-mail to alert U.S. buyers that shipments may take longer than they are used to for U.S. sellers, and this has stopped completely the numerous "where is my item" e-mails I used to get.
Here is my shipment e-mail, feel free to borrow if you see something you like:
Hello from "xxx" in Canada!
I am pleased to inform you that your payment has been received & that I am mailing your item on: Wednesday, April 25, 2001
Please note: This is an International transaction -- your package has to cross 2 borders plus customs inspectors, and delivery may sometimes take as long as 7 to 15 business days – hopefully it is much faster, but delivery between Canada & the U.S. can be unpredictable, so please don't worry if it is taking a bit longer than you are used to for regular U.S. priority mail – even Air Mail from Canada takes longer than that!
I would appreciate receiving your positive feedback on eBay once you receive your item.
If there is any problem, please e-mail at once & I will do my utmost to try to resolve any issue before posting feedback -- as once it is posted, feedback cannot be changed or revoked.
I welcome your questions & will answer them as quickly as possible, if there is a delay in any answer, I'm not ignoring you – I'm simply not available, but I will respond!
posted on April 25, 2001 11:46:10 AM new
If a seller wants to use a notification procedure (whether from common or uncommon courtesy), then they should do so.
If a seller doesn't want to use a notification procedure, then they shouldn't do so.
If a seller who doesn't have a procedure gets a question asking about having received payment or shipped, then answer it.
If a seller starts getting a LOT of these questions, they might want to look at instituting one.
If they only get occasional questions, probably not worth the additional hassle or time.
If a buyer wants to know if their payment is received or their item has been shipped, then ask.
Don't assume everyone does it the way you think it ought to be done, then you aren't disappointed.
Seems pretty simple to me.
BTW, I do it because I want to for my customers, it only takes a few seconds BUT it still doesn't prevent the occasional question...so you just can't win them all.
posted on April 25, 2001 12:37:56 PM new
I've gotten into the habit of leaving feedback when I receive payment, this seems to do the trick, on big ticket items I do leave a notice when I receive payment. The new "My e-bay" has made this easier for me. I also send out payment recieve notices on all Paypal and credit card transactions, using a basic form letter, instead of typing these. My after auction notices are pretty clear on the terms of shipping and check holds. I agree with the person who says time is money, if your running an actual business with a store, E-bay and direct mail order, its easy to get quite stretched, if someone asks me to notify them when an item ships I definitely do so, if they don't mention this on a 5-10 dollar item I probably won't notify them when I'm shipping it, but they will get it quickly and in good condition.
I also buy a lot on E-bay and it really doesn't matter to me if a seller notifies me when an item ships or not, what matters to me is if I receive the item in good shape and it matches the description.
E-bay is a lot of work and the margins can be quite thin at times.( after fees from e-bay, Paypal, merchants accounts and other 3rd parties like Auction Watch) You really should factor in your time of labor to figure out if it is really worth it or not.
posted on April 25, 2001 12:45:55 PM new
It only takes an extra couple of seconds to send out "payment receieved" and "Item on its way" notices. I keep drafts in my email folders of these & just cut-and-paste as needed. As a result, I've never had buyers "nagging" me about whether I'd received their payment & where their item is. And my FB reflects this as well--customers do appreciate good communication by sellers.
posted on April 25, 2001 12:54:21 PM new
I don't care if the payment I am receiving is $9.99 or $999, always email buyer and let them know when payment is rec'd and date package is going out. Common courtesy, in my mind, only takes a minute and no, I don't have a program, do it the old fashioned way.
In the past three weeks I've bid and won three auctions, sent a check week and half ago to one and have heard nothing, the other two were paid with PayPal and again have heard nothing. Hoping all will make it here. Have thought of emailing them to double check but having done that before, after a week or two of waiting, was chewed out by seller so I am a little reluctant.
Yes, time is money and we are all here for that purpose and no, I don't expect the same customer service for a pack of gum vs a tv, but surely a minute to be polite is not going to cut that deeply into the profit margin - at least in my opinion.
posted on April 25, 2001 05:30:21 PM new
Good God, amy, get over yourself!
The term "common courtesy" is a phrase which, in itself, means the degree of courtesy that should be given to all. Saying "please" and "thank you" is a common courtesy. Being polite and not rude is a common courtesy, etc...
It is obvious, as I have stated before, that it is an obsolete concept so I realize that there are many who don't understand it. It still exists within many of us who have raised ourselves well. I am NOT referring specifically to the policy of emailing buyers and thanking them for their payment, I am, AT THIS POINT, referring ONLY to the term Common Courtesy...
Was that clear enough for you to grasp?
PS...I apologize for being rude but I tire of seeing the rude and condescending remarks that you often leave.
[ edited by sharkbaby on Apr 25, 2001 05:40 PM ]
posted on April 25, 2001 09:12:42 PM new
Sharkbaby...well, looks like someone didn't raise themselves quite well enough LOL
I would appreciate it f you can spare the time to point out where my post was rude or condescending. I try very hard not to be inflamatory or rude but if I inadvertantly missed the mark this time I would appreciate a heads up as to how someone else saw my comment.
I don't remember using a phrase such as "get over yourself" or "was that clear enough for you to grasp". I DO remeber using a smiley face to indicate my post was made in the spirit of good nature. I guess now I should use a
By the way Sharkbaby, I am surprised the moderator has overlooked your post as it does seem to be more directed to the poster and not the subject...but maybe I'm just not capable of understanding the difference?
oh..also, just so you know, I send out end of auction emails, payment recieved emails, payment not recieved reminders, and item shipped reminders...as well as replying to ALL email correspondance I get as quickly as I see it (I check my email probably every hour when I am on the computer)
In regards to common curtesy...it is a very open ended thing. What one person will see as courteous, another will not. Not only do different people of the same culture have differring opinions of what is common couetesey, but different cultures will see courtesey in different ways.
Sending emails during an ebay transaction is something that sellers have differing opinions about. To me, common courtesey is to NOT call others discourteous if they see this differently than I do. In my opinion it is even more impolite to act as if the way I do things is better than how others do things...but that just my way of looking at things. You of course are free to see things the way you want to. I am not going to insult you because you disagree with me...I would hope your good "raising" will prevent you from insulting me because I don't agree with you..ok?
[ edited by amy on Apr 25, 2001 09:25 PM ]
posted on April 25, 2001 10:06:17 PM new
I leave positive feedback & ship the same day the funds arrive. I mention that factoid in my auctions, and in my EOA email.
I never send "got your payment today" emails, even on $1,000+ items. If the buyer is a nervous nellie type, and can't read, I'm more than happy to cut & paste my feedback response into an email for them.
posted on April 26, 2001 07:17:37 AM new
Hi everyone
As a Buyer, I can tell you that I truly get annoyed with Sellers that don't bother to inform me that payment has been received and expected shipping date. I use, for the most part, online payment sources, and it is important to me for the Seller to confrirm receipt of those payments!
My pet peeve is those Sellers that send an EOA automated notification and expect us Buyers to fill out mailing info (such as AW) instead of accepting our email and/or PayPal, Billpoint, etc. shipping information. Just another step for us Buyers to complete for the Seller's convenience. I don't mind being part of AW database, as I have voluntarily signed up for same; however, when I'm requested to post personal information on other sites that I do not chose to sign up for, it becomes aggravating and offensive to me that i MUST enter my info into a site's database at the Seller's request. Further, it is annoying to think a Seller wants us Buyers to jump through all the hoops they establish for their own efficiency/convience, but then fail to fully use the full offerings of a site to generate automated payment received/shipping item notifications or even automatic feedback posting!
Why is it some Sellers think they are doing us Buyers a favor for using services such as AW and the like? Reality is, it is there for mostly the convenience for the Seller and when they fail to utilize all the options such companies provide (just as payment/shipping notices and auto feedback), then there really is NO benefit for the Buyer.
I further get terribly annoyed with Sellers that do not bother to post positive feedback for those Buyers that pay immediately. Some have the audacity to think that feedback should only be posted if i chose to post first as the Buyer. That is hogwash imho, as i already completed my part/obligaiton of the transaction by responding to EOA and fast payment!
posted on April 26, 2001 07:58:39 AM new
Seems to me the concept is quite simple. IF I purchase an item at a store, when I hand over the money, I get in return a receipt that they in fact had received payment from me. Why is the concept of a receipt so difficult for online Sellers to accept? In this day and age of automation, receipts for payment received is not only expected by the Buyer, but plan old good business sense too!
Perhaps it is those Sellers that treat online auctions as a "garage sale" of sorts and feel that a receipt is unnecessary if purchasing a garage sale item. But i respectfully remind these Sellers, that even if I purchased from garage sale, unless I am walking away with that item in my hand, I would expect the Seller to give me a receipt as proof & acknowledgment that the item has already been paid.
Face it all, sending money to people we don't know, merchandise we cannot actually see, stores we have no clue as to the whereabouts and conditions, or the reputation of the Seller, IS risky business for a Buyer. You toss in media coverage of frauds and horror stories about online transactions and online auctiions, and Buyers can be understandably nervous.
Given the fact that many Buyer's use some type of auction management software, it seems to me to use templates and automation to let the Buyer know that payment has been received and item will/has been shipped (even if date of shipment is not mentioned) is not only simple & efficent, but will help the Seller be organized as well! Giving such notices will aid in the Buyer/Seller trust, will help others feel more comfortable with buying online, and provide the reassurance the Buyer wants/needs that their money isn't going to some chipmunk somewhere that has no intention of shipping anything.
Yes, when i purchase any item, I expect a receipt for my payment. Any Seller that fails to acknowledge such, will not have a repeat Buyer. Period.
posted on April 26, 2001 08:12:08 AM new
You can talk and talk and talk until you're blue in the face about how a seller ought to run his business, but you know what? Not all of them are going to do as you think they should. If you want certain things from the seller (email notifications, special shipping, etc.), maybe what you should do is ask the seller if he would accommodate your wishes, and not expect him to pick up on them through ESP.
Or you can do nothing, and be unhappy when the seller turns out to have different ideas about running a business than you do.
They get ALL their money back. (I insure most stuff I sell, as UPS includes it in the shipping price, so if it's a damaged or lost item, the buyer will have to work with me a little to collect, but I will make sure it comes out right.)
