posted on February 11, 2002 12:16:19 AM new
Feedback is separate from the transaction. IOW, if a buyer negs you out of the blue, it's not enough to deserve reciprocal negative feedback, as in, "a great transaction except the buyer ruined it with undeserved feedback, therefore buyer deserves a neg." That is wrong.
It is completely appropriate to leave neutral feedback if an item doesn't arrive. If the situation is resolved to the buyer's satisfaction, he can leave a follow-up comment stating everything turned out okay. A single neutral feedback because a package got lost is not the end of the world. On the other hand, it discourages sellers who may actually be scamming their customers. It is possible to string along a customer for months until it's too late to leave feedback.
As for who is responsible for shipping, the buyer has a contract with the seller, not with the post office. The seller contracts the shipper:
"Dear buyer, I contracted some idiot to deliver your package and he ran off with it. So sorry, better luck next time!"
If that is your approach, you should state on the auction page that the buyer is responsible for shipping/insurance, etc. I realize there is room for debate here, but I suggest idiot-proofing your sales.
Lastly, I do disagree with sellers who withhold feedback or use it as a means of threatening a buyer. As in, "I'm not going to give up what little leverage I have."
I got an interesting email tonight from a deadbeat bidder.
(Paraphrasing.)
"I never got your emails. I am willing to overlook the whole thing, unless you leave me negative feedback. Then I will contact all your bidders and tell them what a rotten seller you are."
posted on February 12, 2002 08:00:17 AM new
My shipping/insurance policy as stated in every auction I post:
"INSURANCE POLICY:
All shipments will be sent out insured by the shipping agent. Failure or refusal to pay insurance will be deemed non-compliant with the terms of the auction. In case of lost or damaged merchandise, I will send an identical replacement item when available or will refund moneys for all properly filed and valid claims as determined by the shipping agent."
This policy has been reviewed by eBay and the FTC and deemed completely acceptable. If someone has a problem with it after the fact, eBay has agreed that they have violated the TOS.
I've had instances where packages have been "lost" or "damaged" and buyers have demanded immediate remuneration. Nope, first have to determine if there is a valid claim and the ones best equipped to do that are the shipping agents. I learned early on when I had someone with what I believe to be a legitimate damage claim. I immediately sent a replacement and THEN filed a damage claim with the USPS. Unfortunately for me, the USPS requires both parties to fill out the claim form and since the buyer already had his replacement, he felt it wasn't necessary to fill out his portion. So I got stuck(not for much, fortunately).
I find this policy to work well in my favor and if a potential customer disagrees with it, they have the option not to bid on my item. Usually the ones that have a problem with it are the ones that will try to scam and who needs them?
posted on February 12, 2002 09:23:52 AM newWhen A Buyer pays for Shipping he also has a contract with the Postal Service, Sorry!
This is a topic that has been debated here endlessly, probably second only to the pros and cons of handling fees. As far as I know, no definitive answer has been reached, as there are several types of shipping contracts a seller may use.
The real question is how will you respond when the buyer files a fraud complaint with eBay. If you have proof of shipping, you may escape eBay's hand. However, chronic non-delivery of paid-for items is a suspendable offense. That is why, as I said, you should at least make the buyer aware of your terms on the auction page. Who knows how many times eBay will accept non-delivery before suspending an account?
