posted on January 24, 2001 03:12:51 PM
I have a bidder her won an auction for a tie. It was shipping first class on 1/18/01
and she hasn't received it yet. I would think this is still within the normal shipping period for first class mail. She seems upset about the so called delay and is
implying she'd like a refund. My question is how do you handle this problem with customers? I didn't require insurance or delivery verification since it was a relatively inexpensive item and I've had only
one item lost in the past. This person is a
relatively new ebayer. (9 feedback, all positive). Any suggestions?
posted on January 24, 2001 03:18:42 PM
I would nicely explain that only 4 (5 if you count Saturday) business days have passed since this package was sent. It is not unusual for a package to take 7-10 days, depending on where it being shipped from and where it is going.
Do your best to calm this buyer, (a difficult task sometimes). Remind them that not that many actual business days have passed so far.
posted on January 24, 2001 04:10:05 PM
Dear Bidder,
Your package was shipped on January 16th. Normal delivery time is 4 to 7 business days. Occasionally packages encounter delays during the process. I am sure your package is still on its way and will arrive shortly. Please let us know when it arrives. Thank you again for your business.
With Regards,
MrJim
www.mrjimshouseofjunk.com
This is the email we send for every inquiry, regardless of how their message is worded. We do not even acknowledge or entertain the thought of a refund until 30 days. Nor do we even see the words in their message. However, we do issue an immediate refund on the 31st day.
