posted on June 20, 2001 09:14:12 PM new
There have been many threads in the past on AW about buyers who don't leave FB, moan-groan-grrrr etc., etc.
Since I normally only sell on eBay, it has come as a great surprise to me during a recent buying spree how few sellers include an invoice or even a note with an item number on it with their shipment.
In the last 30 days I've won 32 auctions stocking up on a class of items I need for my store. I've received maybe 20 of those items and only 2 of them had any kind of auction record with them. As a buyer, then, I'm stuck with having to match up mailing addresses with email addresses in Outlook Express and then crossing over to eBay to leave FB. IMHO, if a seller values FB to a great degree it would be advantageous to the seller to include a small piece of paper that the buyer can use to facilitate leaving said feedback!!! (and as a seller, I always include an eBud generated invoice). This is especially true if the seller's merchandise is not one-of-a-kind stuff.
Just a thought now that I've walked in the other half's shoes for awhile.
(edited to fix typo)
[ edited by Islander on Jun 20, 2001 09:15 PM ]
posted on June 20, 2001 09:23:15 PM new
Two of the last 3 sellers I have bought from don't even bother leaving feedback for their customers. One seller has left one feedback, period. The other hasn't left one for a buyer in months.
Guess what? They don't get feedback from me either!
posted on June 20, 2001 09:29:16 PM new
Islander, I couldn't agree with you more. I always print out my customer's reply and return it with their lot. I also, always edit their reply with lot number and Item Title. This way they know exactly what they got and from whom. I bid 3 items a while back and not one of them included anything about the item number, although one went to the trouble to put in a slip asking for feedback, but no ID or number.
posted on June 20, 2001 09:48:24 PM newalthough one went to the trouble to put in a slip asking for feedback, but no ID or number
Don'tcha just LOVE it?!
I really don't know how these sellers can do it -- when I pack something up, if I seal it and realize I left out the invoice, I can't send it without opening it up and slipping in the invoice! How can a seller expect someone to take the trouble to leave FB when they (the seller) can't bother to put some kind of identifying something inside the box? Not to mention a handwritten "Thanks" Weird.
There's another reason to include the paper: If something happens to the address on the outside of the box, the only way the PO or UPS can find the mailing info is to have a second addressed paper inside the box.
posted on June 21, 2001 05:51:57 AM new
Maybe they're like me and never thought to do this. Until the last couple of months, I bought more than I sold. I don't remember anyone including anything in the package.
That's why I read this board. I learn something every day. I will start doing this today. Thanks!
posted on June 21, 2001 06:02:21 AM new
Guilty as charged. And it's pure and sloppy, as I stopped doing this when I got busier. Thanks for the reminder, Islander, I'll at least put the item number somewhere on or in the box from now on.
posted on June 21, 2001 06:06:19 AM new
As a Buyer on ebay, I also noticed how few Sellers ever include an invoice, packing slip, Item/Seller identifier or a simple "Thank you for your business" note. Although the lack of same doesn't lead to a "neg" from me, I think the Seller that does any/all of the above appears more professional in my eyes and certainly demonstrates a courteous demeanor.
Just as a side note, one can view all the pending feedback via the Feedback Forum quite easily. No need to match up which item(s) from which Seller/ebay UserID from what shipping address. The description of the item, Seller ID, date closed, and etc. are readily available at a glance above the box which one can type in their feedback remark. Very simple to use and simplifies the process instead of going into separate auction listings.
posted on June 21, 2001 06:19:47 AM new
Good idea. I do enclose a receipt (written out on good old-fashioned restaurant check slips) and a quick "thank you" card, although I've never put the auction number on it. I still end up with a not-bad 68% feedback ratio. I think it also helps to simply provide good communications along every step of the way, pack the item well, leave feedback for the buyer upon receipt of payment, and ship out the next business day.
posted on June 21, 2001 08:12:25 AM new
Packing slip is a lot of trouble for me, I don't own a printer, and even if I did, theres no room on the desk for it anyway.
When I ship the item however, I fire off an email containing some of my own little corney poetry. Below is an example;
Hello again!
I try to work in an efficient fashion...
As it tends to make for a smooth transaction...
Since I found your check in the mail today...
I sent your book (or whatever) out right away.
Well packed as it is, it should be fine...
Still, the Post Office ruins things all the time...
So if you'll drop me a line when the item comes...
I'll know then that my job is done!
Thanks again
This works well, customers get a chuckle and seem to like it! You'd be amazed at the equilly corney poetry I get back when the item arrives.
This makes for way more fun than just a bland invoice or genaric copy of the aucion page, and serves the same purpose.
posted on June 21, 2001 08:46:32 AM new
I include an invoice generated from my Excel spreadsheet that i use to track my auctions. I include date closed, Ebay ID, Title, High Bid, S/H, Winning Bidder ID, Email, payment rec'd date, and shipping date.
Dunno if that's helped getting me feedback but it seems like common courtesy to provide such documentation.
posted on June 21, 2001 09:02:39 AM new
good point! I've noticed this too. Will make sure the form I leave with the package at least has the auction ID, description, and my auction ID. Not a bad idea to include the buyers address too just in case the packaging gets ripped. Thanks for the great advice!
posted on June 21, 2001 10:20:38 AM new
:raising hand: until i read this thread, it simply never occurred to me. only a couple of sellers ever included anything when i've bought. and ...
Just as a side note, one can view all the pending feedback via the Feedback Forum quite easily.
that's how i leave feedback. don't most of you??
i don't enclose anything in the package, but i do email buyers when i come back from the post office, telling them their item just shipped, and thanking them. it's not a form letter, just brief and friendly email.
although, i may change the return address on my shipping labels to include my id, and possibly the item #.
posted on June 21, 2001 10:29:32 AM new
I use AuctionTrakker, and print out invoices with just a click, and put the invoice in each package. It has all information about the transaction - item number, item name, price, shipping price, tax, DC, insurance, total price, how they paid, when I rec'd their payment, DC tracking number, etc.
AuctionTrakker also helps me email my customers with just a click to let them know (1) when I received their payment and (2) when their item ships.
My customers are constantly telling me how happy they are dealing with a seller who communicates with them and lets them know the status of their item. If they only knew what little effort it took!
I put the item number and a 2 word descrition of on the address label.
So when the package arrives they know exactly what it is.
I send them an item shipped e-mail with a "I've left positive feedback, if you are satisfied with your purchase I would appreciate the same" and provide a link to the auction.
It works well for me.
I've had buyers e-mail me raving about their item but never leave feedback. Go figure!
posted on June 21, 2001 11:04:35 AM new
I enclose a slip of paper (photocopied - about 10 to a sheet) Which says something to the effect of "Thanks for your bid on our Ebay auction item. We hope you will pleased and will leave feedback so we will know it arrived safely. We have left feedback for you upon receipt of payment...or will very shortly. Thanks again - user name (email)". I write the item number on it. Feedback % is about 81% and I never feel additional thank yous are wasted!
posted on June 21, 2001 11:42:47 AM new
We actually send a thank you card to each and every buyer referencing both the item and the item number. They are really easy with card programs that are available and it truly is a nice touch that our buyers think is great.
We know, we are old fashioned and only sell about a dozen items a week but it works for us.
posted on June 21, 2001 01:06:07 PM new
I'm really please with the positive discussion this thread has generated! Thanks for joining in all
I'll reiterate that from my POV a slip of paper inside the box is my favorite, even if it's just the item number. Not sure about having auction numbers on the outside, especially if it's an envelope -- might be inviting theft...? Who knows.
posted on June 21, 2001 01:21:45 PM new
I always include the invoice from AW (when it's an AW listing), hand written if not. I thank every buyer, and normally include a little "something extra" that has to do with the winning bid: a postcard of an old car for the toy car winner, a printed page of the history of a book to a book winner, etc. Time is crunched for myself, espically now, but these little extra's go a long way, and keep the masses returning.
Rick
In the begining, God created the heavens and the earth.
posted on June 21, 2001 01:37:17 PM new
I never leave FB until the buyer leaves it for me.
First, the buyer leaving pos FB shows me that the transaction is satisfactorily complete, and then I leave FB. If a seller leaves FB when payment is received, they leave themselves wide open for getting their FB blasted with no recourse.
Second, I advise all buyers that if something is unsatisfactory, tell me, I'll do everything to make it right. If all went well, leave FB and I will then leave FB.
posted on June 21, 2001 09:03:18 PM new
Last two comments are somewhat off my main "topic" but I must express my disagreement with the practice of the seller not leaving FB until buyer has. eBay provides us with a place to respond to the FB that is left to us, and our response is posted right underneath the offending FB (usually a neg).
If someone negs me (knock on wood, hasn't happened yet!), putting something in their FB isn't going to effectively counteract the impression left in my FB record. If I'm buying and I see a neg in a seller's FB, I don't look for a response in someone else's FB, I look for it in the seller's response to the neg FB!
I proceed with each sale in good faith -- when I receive payment (or the check clears) I leave positive FB that's specific to how good their communication was and how fast payment was received. If they were to turn nasty on me later, that positive act on my part may even help me in trying to smooth things out with them later. If there's still a problem, and I get negged, I'll respond to their comment in my FB record where other buyers can see my response and make their own judgments. Just MHO
It's also very possible that those sellers who wait on the buyer to post FB get a far smaller percentage of FB responses.
posted on June 21, 2001 09:18:39 PM new
All that you address in the FB when you post on receipt of payment is that the seller paid fast. This is only a part of the transaction. What about the buyer who makes unreasonable demands after receiving the item ? You can't mention it in the buyer's FB because you have already left FB, and in the meantime you get blasted. How do you warn other sellers that the transaction is bad or the seller is scaming you when you have already left FB.
This board has also had posts asking what to do when you leave feedback upon receiving a check and then it bounces, as well as shipping an item, leaving FB and the buyer does a chargeback on the CC transaction.
I don't think leaving feedback on receipt of payment is good faith. It is a poor business decission and results in inaccurate posts in the FB system and leaves the seller wide open for problems.
posted on June 21, 2001 09:58:35 PM new
Feedback is transactional. Therefore it should reflect the entire transaction, not just timely payment (which is but a very small part of the overall transaction).
If you leave feedback based upon payment only, how do you plan to leave proper feedback when the rest of the transaction goes south?
To quote the Great Communicator: "Trust but verify."
How do I verify? By waiting until the transaction is complete before I post feedback.
When is the transaction complete? When the buyer has let me know that he/she is happy with the transaction or he/she has given me the opportunity to try to MAKE him/her happy with the transaction.
Oh, and about the "response to feedback" comment: Responding to a neg is about as useful as a cool pair of shades is to the Headless Horseman. Most bidders (the majority of which are relative newbies) simply won't take the time to read the actual negs and the corresponding responses in a feedback profile. They just click on the feedback number and see a big honking red negative(s) and move on.
posted on June 21, 2001 10:06:53 PM new
Well, I must be living a charmed life because so far I've not had any unreasonable demands made. Once a complaint to PayPal, but it was precipitous and the buyer withdrew after I corresponded with him and got it straightened out. Like I said in my last post, I don't post FB on a check payment until it's been long enough that it has likely cleared (don't ship until then either). It could be that the majority of stuff I deal in doesn't attract the weirdos that some classifications seem to.
My basic approach is to treat everyone like an honest, sincere buyer until they prove to be otherwise. Posting FB is one of my ways of saying "Thank You". The only really bad bidders I've had have been NARUd before I even had a chance to neg them. I certainly would neg them if I could in order, as you say, to warn other sellers (and there are many, many eBay sellers who don't neg for fear of retaliation).
posted on June 21, 2001 10:33:41 PM new
getting back on topic...I sell books and what I do is insert a book marker in each book. One side has my name, seller ID & the URL to my listings along with a blank line that I add the book title and auction #. The other side says, "Here's a book marker to use with your new book, I hope you "book mark" my auction page as well...I appeciate your bid-ness"
Seems to be effective, most buyers do post feedback, and IF they use the marker, my ID stays with them longer than a note or invoice does.
posted on June 22, 2001 12:05:31 AM new
First of all I dont inclde *any* correspondence with my shipments. If its going to someplace where I fear the address label may be torn off by a Tasmanian She-Devil I simply write the address a second time in marker on the box.
The issue is one of privacy. If a spouse, or family member opens one of *my* packages they can lie as much as they like about how much they paid for it.
Also kinda nice for international shipments sent as gifts.
My invoice is an email when it is shipped.
And I dont care about feedback, though I always leave it. Just dont have the heart to tell them my feedback is high enough to sell anything I want and I'd just as soon keep people feeling they are dealing with a small operation - which is the truth. When in the mood I point them to the feedback page and leave it at that.
This is of course what works for me, though your mileage may vary.
)