I've been in touch and I'll post you in an "unedited" post in a minute. On this one, I hit radio button for my sig and then "return" and lo and behold it posted only your name.

Won't do that again:-) Be back in a minute.

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Neomax
[email protected]

[This message has been edited by neomax (edited March 18, 1999).]
 

First, I've been in contact with the Bidsafe folks handling this issue and they assure me that this will be worked out with you personally.

Second, I am going to recommend that we install an email autoresponder on the shipping confirmation so that sellers (as well as buyers) will have an automatic copy of their shipping confirmation sent to them for their records. We already send this autoresponder email to the buyer notifying them the item has been shipped.

Indeed, we cover virtually every milepost in the sale process with email notifications to the appropriate party. You noted we do this when shipping is late (or at least notification is not received). Autoresponder email is also sent to the buyer and seller when the auction ends and when the credit card is successfully charged.

My wife ran into a similar issue on an item sold through BidSafe although I have to admit, it was her fault -- the auction ended on Friday and shipping wasn't done until the following Tuesday. Still the item was shipped before we received notification the credit card purchase was cancelled.

Fortunately, in this case the buyer agreed to reinstate the sale and it continued without any additional issues. Indeed, this is usually what happens.

Not knowing the dates involved or the location of the buyer in your circumstance, I can only surmise, Lee, that it is possible that the buyer had not yet received the goods. As most buyers are honest, I'm certainly assuming with probably 95 percent accuracy that they would note their receipt of the item if it came.

No matter, if you sent them via Bidsafe and the item was lost in the mail, which is also certainly a possibility, BidSafe insurance should cover your loss.

Actually, I'm kind-of glad that we have "Murphy's Law" problems (where everything that can go wrong does go wrong) to work through. I'm confident that the resolution of the problem will emphasize that Auction Universe is the home of "Auctions You Can Trust."

One thing to keep in mind, Lee. When the program works -- everything is done in order and according to procedure -- the process works quickly and easily.

When something extraordinary happens, requiring that people sort through the process, the normal time-table is thrown out the window.

Think of it as a machine and gears are grinding and gnashing. What is needed is lubrication. Patience, amazingly enough, is perhaps the best lubricant.

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Neomax
[email protected]

 

Most importantly, the lack of an autoresponder (under the system when fixed) would alert a seller that the information transfer was not successful prompting quick action.

Second, every autoresponder I've seen from our site discourages direct response. While my wife has seen the one you describe, I can't say for certain whether it includes a human response location. It should, however, at least include the email addy "[email protected]" as that will get to a warm body ready and able to take action ... and hopefully avoid problems such as your's.

Indeed, that email addy is the place to start with any Bid$afe related issue.

Pat

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Neomax
[email protected]

 

I agree that five total days and a threatening letter is no way to treat our customers. I'd picked up on the problem with the five days and have suggested already that that be translated to five working days (M-F) as a result of Lee's pitch.

Actually, I had mentioned the time frame issue informally after my wife go her pinky in hot water over it:-) I also saw the post reminding all of the problem with not replying or responding. I saw it as a good threat to my wife but that may have been because I know the folks:-) Coming out of the blue as an "anonymous Mr. BidSafe" ... I see it as a bit cold.

Fact is,the big issue is the "non-response" to the first post reminding you to send the item ... more so than the lateness. But I don't think the email really gets that point across. I am going to recommend we make a few changes to that reminder email.

Thanks for you post and rest assured that we're not on ya:-)

Pat

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Neomax
[email protected]

 

I'm assuming your post was the same as the one I received and while I wasn't particularly pleased with the tone it took, it certainly wasn't threatening (or shouldn't have been threatening) to kick you off.

The allegedly offensive language was this ... at least in the copy I've seen:

"Please respond to this email within 24 hours with the status of this auction, so that your Bid$afe status is not jeopardized."

The obvious thing that we're asking for here is a response. As stated above, I've recommended that this letter reflect language that is more clear -- that is a horribly vague statement in my books -- and less threatening.

But I did want to clarify that we weren't "threatening to kick anybody off the system" in this circumstance.

Pat

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Neomax
[email protected]

[This message has been edited by neomax (edited March 23, 1999).]
 

The buyer in my auction has told the folks at Bidsafe that she got her watch.
Bidsafe will now send me a check.

I am still disappointed in Bidsafe. At no time have they taken responsibility for this problem. They are cold and impersonal, and they treat sellers like we are just trying to rip off the poor unsuspecting buyer.

Maybe I am expecting too much, but, it seems that when a seller sends out the item before receiving payment the least they should get is a little kindness. Without sellers willing to list items in Bidsafe auctions there is no Bidsafe.
Lee

 

First I'm pleased to hear that everything has been completed successfully.

Second, let me apologize for the tone of the, as you point out, "impersonal" responses to sellers involved with the program.

While I've seen the responses from BidSafe -- they aren't what you would say are full of warm fuzzies -- they certainly not abusive but, coming from a big company, I can see how users would feel intimidated and threatened by this correspondence.

I agree, the seller should get a great deal of kindness. Of course, the issue is when -- for what ever reason -- we are led to believe that we have collected cash from the buyer and the seller has not sent the goods.

Of course, this is no excuse. After all, we hold the money and we don't have to be threatening.

Pat

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Neomax
[email protected]