posted on December 22, 2000 04:31:31 AM new
HI all - My normal procedure for nearly all of last year was to post 2-3 auctions most days. This meant that in any given day, I might have some closed auctions and an order or two from half.com or whatever. Manageable.
Over the past couple of months, I've run large numbers of auctions on free listing days. Maybe it's the law of averages or something, but the number of "mystery payments" has gone way up!
By this I mean the check that arrives with no identification of what they are paying for. The PayPal payment with generic subject line and "ebay book" in the explanation field. The buyers who ignore all email and just send a check so I scramble to make sure I remember to note their address. Payments that confuse me until I realize they've paid the shipping costs twice.
I just can't understand how you big-volume sellers deal with all this. I tend to have a lot of folksy email back and forth with people, and I fail to see how a full-time ebay business would have time for that.
posted on December 22, 2000 05:14:20 AM new
We generally have between 10 and 50 items waiting for payment. In order to keep it organized we:
Print out the first page of the auction listing (after signing in, so their email address shows) and place it on our "pending" shelves along with the item. Any and all emails from the bidders, also get printed out and placed with the item. We have found that in most cases, the person that sends only a check or money order already sent an email with their name and address. This makes it fairly simple to find their item. An item that has not received an email reply, has the auction page with email address in plain view. Once the email from them is received, it gets placed on the top with their name showing, which makes it faster to find the item by bidder name. If we did not have the space to lay all the items out like this, we would be lost.
When we complete the sale, we staple all the papers together, along with the envelope (to show postmark) and emails and transaction detail from paypal or billpoint, or credit card slip if we processed their credit card. After the item is shipped we attach the delivery confirmation slip and any insurance receipts. If the item is shipped using UPS or Fedex, we write the tracking number on the first page. This gives us a complete record of the entire transaction from start to finish. These packets are then filed alphabetically in a large filing cabinet. This keeps us from ever wondering if we shipped someone's item or not.
posted on December 22, 2000 05:25:29 AM new
keziak - I don't give them the payment address until they send their shipping address. It means one more email, but it's one less mystery payment.
posted on December 22, 2000 05:40:30 AM new
keziak - Mr. Jim
I am SO, SO, SO, glad you brought up this subject, I wish EVERY buyer would read it - we get these too - fortunately this year, not too many, BUT in the last couple of weeks, I presume buyers have gotten in a hurry and we have had a bunch of these again.
We tell every buyer in our initial letter how important it is for them to either enclose the 1st e-mail we send them with their payment OR to put the number of the auction on their payment.
We use a system similar to Mr. Jim BUT EVEN THAT doesn't always identify the buyer. Naturally MO'S ARE THE WORST we have had a couple of MO's with nothing - just blank, and the envelope blank, so outside of the post office stamp there is no way to identify the sender - and sometimes the post office stamp isn't clear enough to read. I try guessing relating to the amount they sent, but there are times we simply can't identify it, and put it in a holding file - WHAT IS WILD is we have some that have been in our holding file up to 2 years, no one ever wrote asking where their widget was, there were no inquiries at all. We DO NOT CASH these, just keep them in a file.
Outside of those with NOTHING on them, we get some which are so illegible that they might as well have nothing written on them. Most of the time IF there is a return address we can figure out who they are from - but not always.
It is a pain in the derrière. I work on these things last, and they do not get quick service, since it isn't fair to our other buyers to delay them while we stop everything and attempt to associate an auction with a MO, which the buyer didn't care enough to write legibly, and include an auction number.
We also get payments marked eBay 3875234 – and I immediately know that the buyer doesn’t even know what auction he purchased the item on, since eBay isn’t running in the 3875234 area of numbers any more – and naturally we get the reverse, people putting Yahoo and a number like 50122345 and I know immediately that it is an eBay item. It is a wonder some of these buyers ever get their items.
keziak, when I was new to this, many years ago it use to worry me to death, but not anymore - I handle them when I have time, and if there is absolutely no way to identify them, I file them and wait for someone to complain about not receiving their item.
BUYERS PLEASE HELP US WITH COMPLETE INFO.
It is the buyer’s responsibility to put their name, address, and the auction name and # on their payment.
Imagine the piles of things like this the major mail order houses get!
posted on December 22, 2000 05:47:00 AM new
I had a lot running in the early part of Dec. sometimes 15-20 ending each day. What I find works for me, is that I print out the first page after auction (that gives winning bid, buyer name, picture of item with winning price.) When I send my winning notice I always include a sentence asking bidder to please reply to this email with their name and adress I like to have everything ready to go upon receipt. They usualy respond to your email by sending you back yours along with their reply.(This is very helpful when you write them again, for payment and they say they never heard from you. They just love getting a copy of their own email back.) I make a copy of that email I write what the total should be with ins. or without ins. I put it with the winning item and shelve it away, I keep a folder of unanswered auctions usualy about 4-5 and narrow it down from there. When payment does arrive with someone who has responded all I have to do is match amount of payment received and then ship. I am sure there are easier ways but I find having a picture shows the item is in condition I stated it was in. hope this may help you, Happy new year.
Lattefor2
posted on December 22, 2000 06:39:09 AM new
Hello!!
Although I have only been in the auctions for less than a year, I, too have had to develope a system to keep everything organized.
Currently I have over 10,000 pieces of inventory but will only auction up to 20 per week. (ok, so I am not a power seller)
Here are the steps I take:
1) After I list the item, I place it on a display rack with a week number. This way I know what is at auction at the time.
2) After the auction, I print the auction page and attatch it to the item. I also make up an invoice and it sits in the computer until ready to print. I then move that item to another dispaly rack labeled "pending". Here is where everything sits until I have all the info I need. (can take up to two weeks sometimes).
3) After I have received the required info to ship, I then place the item(s) into a priority mail box and place on a shelve labeled "pending Payment".
(I have a computer file system as well as a hard copy system. I set up an account on my computer for each buyer. Here is where I take notes on buyers. Questions, emails, etc, (eg. 0206.wks)
4) When checks and Money Orders start arriving, I will attempt to match up with packages.
5) Boxed items are then moved to a shelve labeled "shipping".
I know my system may seem basic but it works great. What helps is that I know ahead of time who will be sending MO.
So far it has worked. I used the same system when I had a mail order coffee business and it seemed to work there too.
Hope what I said helps someone.
HAPY HOLIDAYS!
Gina
posted on December 22, 2000 07:16:31 AM new
This subject is a BIG problem.
There are buyers who just flat refuse to make any contact by email--I send them an EOA notice and a few days later I receive checks with absolutely no info on them at all. I list some 150+ auctions a week and its difficult keeping things straight when people are good enough to reply with the requested info. I just bought Ebud--boy does it help.
As for the payments I'm clueless on--they are sitting here until I get a clue or the buyer emails to inquire about the item.
I really like the ones that don't even have a return address on the envelope.
posted on December 22, 2000 07:31:40 AM new
FYI, ou can send a message to [email protected] with the person's real name and they'll match it up with their userid for you, sometimes even with the auction number as well.
posted on December 22, 2000 08:14:09 AM new
to zkatt: if you do not mind could you please tell me what zbud is I bought a naturally speaking thingy which I am sure I really overpaid for and this is not what I think I really needed. It sounds like what you purchased helps with the entire auction process.
Thanks, happy holidays,
Lattefor2
posted on December 22, 2000 08:36:18 AM new
WOW !!!!
After reading this thread I am pretty proud of my technique of keeping my stuff in order.
This is what I do and it is no where near as complicated as what I see on this thread so far. I list around 150-200 items a week and keep track like this.
Once a week I print out my seller's list and compare it to the post sales list on auction watch.
When I get payment for an item I simply note it on my list and on AW post sales.
Everytime I recieve a payment with no info, I save all the info on the payment (amount, name, area shipped, etc..). I deposit 0r cash the payment and go on about my business. Pretty soon someone will email me asking about their item or everyone else pays except for one or two and this narrows down who the payment came from.
I will not go out of my way to find a buyer simply because they did not take time enough to provide their information. If they choose to be that careless when sending me payment then THEY CAN WAIT !
I have recieved checks from people who sent them out so fast they didn't even sign the checks !!!
posted on December 22, 2000 09:43:32 AM new
Wow, as mostly a buyer, I find it amazing that a buyer would send payment with nothing else! I'm just the opposite in that I sort of "overkill" my seller when I send payment. I send a typed letter with my check that includes my name, shipping address, item number, item description and my ebay ID. I also enclose a copy of the seller's EOA notice which was emailed to me.
I guess I just don't want my sellers confused by my payment - call me kooky!
posted on December 22, 2000 12:15:16 PM new
fiset: I'd rather call you "my buyer".
: - )
As in everything, the vast majority of buyers are on the planet, include the info I need, and pay promptly. Bless 'em.
I have one right now though, who paid me roughly twice what he owes, even at Priority shipping, and when I emailed him to inquire, his email bounced back!
I guess I could just send the book and stop worrying about giving him a refund for excess shipping, if I can't even email him.
posted on December 22, 2000 01:07:32 PM new
When I receive a payment like this, I usually look at the first and last name and see if they are close to any email addresses or User ID's from the auction. Many, many emails or ID's are from last names. If I can't find it on that list, I usually search through my emails, which I never delete (I have over 2,000 in my inbox), to see if they had previously sent me an email which most have done.
posted on December 22, 2000 01:24:34 PM new
Even weirder are the people who pay TWICE! I have had this happen more than occasionally. Invariably, when I email them and tell them they have paid me twice, they are amazed that they did such a thing and thank me for my honesty. Geez, like I would deposit a check from someone who had already paid me! But it is time-consuming to chase these people down! I shouldn't complain about these people, though. They are a dream compared to the many DEADBEATS I've been getting lately.
posted on December 22, 2000 03:12:54 PM new
<b>lattefor2</b> Ebud is a auction management software. It helps me a great deal in keeping things straight. Check out ebudsoftware for all the details. You can try it free for 30 days.
I tried one of those talk thingys--they would save alot of time if they actually worked!
posted on December 23, 2000 05:38:06 AM new
Glenda: That is a good idea, but doesn't solve the problem of the dummies who send MO's with absolutely NOTHING on them, no name, address, etc. OR the buyer who write so illegibly that you can't read their name of address.
Oh well - guess these just wait till someone write and asks where their items are.
posted on December 23, 2000 05:49:21 AM new
I have the perfect solution for buyers that ignore the emails i send asking for confirmatiom of winners notice etc by returning their name and address......in my auction terms and winners notice i request a name and address within 72 hours and state that this willinsurea prompt shipment of their item.if they ignore my 3 requests and just send a payment by itself or with an addressenclosed i just hold their item for a min. of 30 days longer than i need to and/or wait for themto email asking where the item is...........i am tired of the buyers who ignore a simple request.....its in my terms and if its not followed i just keep my end of the deal by delaying shipment..........no exceptions......screw em i don't have time to playgames
posted on December 23, 2000 08:34:40 AM new
I get those type of payments as well. I have even received cash in envelopes with no return info! But I have had no problems tracking these payments. I have developed an Access database for my auction business that allows me to know at any given moment what is currently on auction, closed auctions waiting for payment, closed/paid for auctions, you name it. I can do a quick search of "open sales" by zip code, user ID, email address, or any other tidbit of bidder info. This has been a life saver for me. I don't know how anyone can keep track of their inventory and everything else on paper. It would simply be impossible for me. I have thought about making this auction database available for others but figured everyone must already have something similar so never did anything. So, I guess if anyone here is interested, feel free to contact me. (I don't know if it is proper in this forum to leave an email address so someone will have to let me know). Happy Holidays!
cmdar
posted on December 23, 2000 01:45:37 PM new
what a constant battle this is!
i have taken the advice from some smart users on this board and started snail mailing back their envolope (if of course there was a return address in the first place) thanking them for the quick pay, but identity needed...
less the check or money order.. i want them to get back to me asap with email on who they are! if i send their money back, I'd be afriad they'd ferget to return it altogether.
so far so good.
baffles me tho... I have never once sent my mortage or car or phone bill payment without my account info.
2000 dollars or 20 dollars, I want my payment applied correctly.
Enie
deja deja deja vu believe it and it will come true!
posted on December 23, 2000 02:02:25 PM new
Unknown: It is a problem because it pisses the buyer off.
It is not fair to hold the money and a merchandise, imho.
even tho they did their part halfway, they still did their part by paying in a timely fashion...it is the sellers job to go the extra step to finish it.
I think that is what seperates good sellers from just-ok-sellers.
deja deja deja vu believe it and it will come true!
posted on December 23, 2000 10:49:10 PM new
I have dealt also with this problem several times. I have a solution that is almost 100%. I print nothing. I simply add every buyer to my address book. Under properties I enter what they bought, how much they paid and how much the total should be with shipping. This way when the check comes in its a simple matter to make sure the amount is correct. When the mystery check comes in I simply enter the amount in the proper search field and then all the possibilites appear. Presto you found your mystery buyer in 2 seconds.
posted on December 24, 2000 12:48:15 AM new
Thanks for starting this thread keziak. This has always been a big pet peeve of mine, those mystery payments. It takes a lot of time trying to track down the sender.
posted on December 24, 2000 02:55:41 AM new
blondestranger,
Although I have been called an excellent seller from at least 95% of all my customers, I am amazed to see I am merely an OK seller in your eyes.
I'll be damned if I am going to play Sherlock Holmes for some idiot who is to lazy to include some type of info to find out what they paid for. I am a seller, NOT A DETECTIVE !
If someone feels they are to busy or just plain to lazy to include a simple item number, email address, etc... well then they deserve to wait until everyone else's payment is in so that I can figure it out by process of elimination.
Why should a seller be expected to search databases and spend time out to search for a buyer who made no effort to include information pertaining to the payment they sent ?
If a buyer really wanted an item fast, then they would have made an effort.
posted on December 24, 2000 07:35:39 AM new
Ditto to CIX
I think it separates the Pro's from the Amateurs. A pro would not waste his time playing Sherlock homes for a thoughtless bidder.
People should take responsibility for their actions! By catering to, and accommodating their inconsiderate behavior you are actually doing them harm by saying it's OK, and thereby encouraging them to continue in the same way.
We need to see any one of these: Item number, our invoice number, bidder Email address, or Bidder user name.
If it's not there, then we will search our database for the mailing address, which only works if they emailed their address.
But if none of these comes up.. Then it goes into the unknown stack.
We used to use the amount paid and the date of the payment as a key but this was too error prone. These morons frequently send the wrong amount of money and delay sending it an unpredictable amount of time.
By the way, NONE of these has gone unclaimed for long. Generally we will get an Email, and if we don't we will send a postcard.
posted on December 24, 2000 03:08:56 PM new
Cix: I am not here to judge you, nor was I.
I was just stating the hum-drum of the number of mystery pays and how I deal with them.
Unknown: you are a right, a pro should not have to play detective... that is one reason why i just send their envolope back ( less the payment) and await the email of what they purchased.
like many of you, this is my business. I need to do what I do to make my customers happy. it is job 1! repeat buyers are always the best money makers and advertising.. if I
(me, not you) hold a payment off to the side because there is no info, the buyer that sent might not realize I run 1500 plus auctions a month. a pro vs. a occasional seller does have the same responsiblity to be efficient.
what works best for me isn't and doesnt have to be the same for others.
