posted on January 24, 2001 02:36:18 PM
Below is a copy of a "2nd Notice" that I send out 14 days after an auction closes. My terms of sale state all payments are due within 10 days. I am very understanding and don't automatically file NPBFs. I don't even think about it until after I have sent a "3rd Notice", 8 days after the "2nd notice", that's 22 days in total! (12 extra days!). One of my bidders really took offense to her 2nd notice, saying it was very rude, etc. It is not my intention to be rude, simply remind the buyer and let them know I expect payment soon. I would like some opinions as to whether this reminder is rude or not. If you have time, I would appreciate it. Thanks,
Dear (bidder),
I'm sure payment is on the way, but this is just a quick, friendly reminder that we have not received your payment for EBAY auction #XXX, (auction title). Your high bid was for (amount) + (fixed shipping) = (total).
We realize that things come up and things can take longer than expected, especially the mail! It does clearly state in our terms of sale that payment is due within 10 days though, which has passed. We do need to hear from you soon or we will file a Non Paying Bidder Form with Ebay. Please email us at (email address) to confirm payment has been sent.
Thanks again,
posted on January 24, 2001 02:42:22 PM
Some people will consider it rude to be reminded that they are not holding up their end of an agreement regardless of how politely you phrase your email.
posted on January 24, 2001 02:43:44 PM
I don't see anything rude about it at all. You have to remember that people don't like to be reminded that they are deadbeats!
posted on January 24, 2001 03:08:05 PM
I don't think anything in your statements are rude.
I think the only thing I might consider rewording would be the
<<It does clearly state in our terms of sale that payment is due within 10 days though, which has passed. >>
Maybe take it out and put something like:
"We do need to hear from you soon regarding the status of your payment or we are required to file a Non Paying Bidder Form with Ebay to collect the fees they charged us on this sale. "
I do the same thing you do regarding notifying bidders. I try to make it look like it is ebay that is making us do this.
posted on January 24, 2001 03:22:34 PM
Sounds perfectly nice to me -- I wouldn't change a word of it. Your recipient is just embarrassed and is playing the offensive now to make you look like the bad guy.
posted on January 24, 2001 03:26:54 PM
I had a buyer 2 weeks ago who emailed me the day he mailed the check. Emailed me 6 days later regarding how I should package (where's my widget?) reading between the lines. Then emailed me that check had returned to him, the stamps had fallen off. Yeah, right!
Yesterday, I receive the check with 3 stamps on the envelope, equaling 18 cents, hanging on for dear life to the envelope. How did it get here? I sent an email informing him of the condition of the stamps, he says back, "Guess I need new stamps". LOL gotta love em.
posted on January 24, 2001 03:43:28 PM
Thanks for all of your opinions and suggestions. I feel better now. It's really nice to know that there are so many great sellers on this board to help with suggestions and stuff. Thanks for taking the time.
posted on January 24, 2001 04:49:19 PM
Even I, a non-seller, agrees there was nothing rude about your note. When your TOS and/or EOA clearly state that (unless it's buried in tons of "fine print" or other visual clutter ), a less rude response on the part of the at-fault buyer would also be the easiest:
"I'm sorry for the delay, I will get the payment in the mail right away tomorrow."
The beauty, so to speak, of this, IMO, is the buyer says "sorry" (informally admitting some fault) without having to rattle through excuses (genuine or trumped-up). Though I haven't run into the following situation, even a death in the buyer's family does not need to be explained to a seller (who is essentially a stranger): saying (and carrying through on) the above would suffice even then. Or at least that's what I'm thinking on first thought.
I'm not trying to preach (or maybe I am ), but I would think this not only better manners, but easier on time and conscience, then trying to draw the seller into the buyers "troubled world," or to out and out make up exaggerated or even trumped-up excuses.
There is a difference, however, between non-transaction factors (e.g. funeral, lost checkbook, I've been very busy) and what could be called transaction-infrastructure issues, such as repeated email failures, package tracking showing a package went from Arizona to Europe on its way to California, etc.
Of course, I'm sure those sorts of genuine problems also get "borrowed" for trumped-up excuses too, but my point is that if the problem does not have to do with the actual delivery of (e)mail or other inherently transaction related factors, is there really a reason to get into personal details over buying a package from an essentially complete stranger?
----
What's being done in the name of direct marketing nowadays is crazy.
The above are all just my opinions, except where I cite facts as such.
Oh, I am not dc9a320 anywhere except AW. Any others are not me.
Is eBay is changing from a world bazaar into a bizarre world?
posted on January 24, 2001 05:05:59 PM
You asked for opinions and here's mine, for what's it's worth:
Number 1) The word "rude" is being tossed around today to mean many things other than what most of us believe it means. It has become almost a 'catch-word', so I wouldn't put a lot of connfidence in your buyer's definition of it.
Number2) Possibly the buyer did feel a little insulted or threatened by your reference to filing the dreaded NPB Form, and reacted accordingly, predictably becoming defensive, whether justified or not.
I keep my reminders much shorter, and threat-less, and leave the bidder an "out". ("We have not received payment on this auction which ended x/xx/xx, and thought you should know in case it has been lost in the mail. Please advise?"
Unless they are 0 bidders - and frequently even if they are - they probably already know what happens next, so why attempt to educate (or intimidate) them, and put them on the defensive in the process?
Before everyone jumps on me, I realize that it is SOP for many sellers to include something about NPB or feedback in a reminder....I just don't see where it helps to get us what we want...which is payment.
posted on January 24, 2001 05:39:36 PM
I'm open for options on my follow up e-mail ~ in comparison it seems a bit weak! It seems to work but I have had a lot of DB's in the last few months...I like to keep it relatively personal so no one gets their feathers in an uproar ~ here it is:
[b]Hi!
Over two weeks has passed since the close of this auction. I believe that you want the widget since you bid on it, however, payment still has not been received. I am unsure as to whether payment has been sent or if you have changed your mind with regard to this auction. Please send an update so that we can complete this transaction.
Thank you, again, for your bid, and for your prompt response to this notification.[/b]
Any one want to advise me?
Thanks!
kick the soapbox out from under me I'm outta here
chepistar
posted on January 24, 2001 07:28:19 PM
Chepitstar,
I guess I'm pretty much sticking with what I have. I did take barrelracer's suggestion though and change the wording for that one sentence. I like gc2's approach, but it seems like it would leave the door open for a lot of "well, you should've told me..." or "you should've been more specific..."
Now I just need to figure out exactly when to file those NPBFs.
posted on January 24, 2001 07:39:42 PM
I simply say, "I haven't received your payment? What's the delay?" along with a copy of my invoice. No one has ever complained about it.
I send my "delay" message 2 weeks after the auction ends. About 10 days later, I file the NPBA. 10 days after that I file for the FVF credit.
gotta love em.
), a less rude response on the part of the at-fault buyer would also be the easiest:
