posted on April 26, 2001 10:13:49 PM
Good grief! Within the past month or two, I've had to deal with some of the rudest, and most impatient people I've had to deal with in over two years of ebay-ing.
I had several auctions end one night around 8 pm. By the time I checked my email (around 1 pm the next day) I had over a dozen emails from one winner, the last one saying that if they didn't hear from me by 5 pm that day, they were going to leave me negative feedback and not pay for the item.
I have one guy panicking and becoming rude because an item hasn't arrived yet (granted, it was shipped 10 days ago... and I've tried to give him ALL the information I have... including insurance papers since he did pay for insurance) but he seems to think that because I have no tracking number, I am trying to fraud him. He has under 10 feedback, and I have nearly 600... so I guess he's just a panicked newbie... probably heard lots of ebay fraud stories. But, why would I suddenly fraud him on a $10 item when I haven't done it to anyone else thus far?
To put the icing on the cake... I list in my TOS that I do *not* take PayPal payments unless you're shipping to the verified billing address. I even say "If you want it shipped somewhere else, please pay with a Money Order" Right there in black and white. Haven't had any problems till tonight, a lady gets cranky because I won't take her PayPal payment.... because she wants the item *now* of course.
I'm tired.
Most of my transactions, of course, go smoothly and end on a fantastic note, but these "bad" seeds are sucking all the fun out of it.
I've never had this problem this frequently before. Maybe because I'm gaining in feedback Numbers, people are treating me like a "business" instead of the "hobby seller" I am? Maybe it's time to start with a new ebay id... let them think I'm the newbie...
[ edited by mattndes on Apr 26, 2001 10:14 PM ]
posted on April 27, 2001 06:51:16 AM
Sorry to hear you're having a string of these nasty folks. It's just one of the negatives about being CEO/CFO/Sales Manager of your own hobby.
To the first gentleman (and I use the term out of habit), "My apologies that you feel I've taken a long time to respond. Per eBay guidelines, 'Buyer and seller should contact each other within 72 hours of auction's end,' and I believe I've acted within those guidelines."
To Mr. Panic: While I'm sorry that it has taken so long for your package to arrive, I'm sure you can see that I have no control over the US Postal Service. I work very hard to provide fair prices and good customer service, and if your item hasn't arrived within 30 days (again the USPS rules), I will assist you in recovering all your monies.
To the non-reading woman: Dear X, While I understand your frustration, please note that if I ship to an unverified PayPal address, PayPal offers me no protection against fraud. While I realize that you are most likely an honest person, I feel that I stated my terms in my auction clearly. Your options at this point are: 1. Pay by MO, 2. Give PayPal enough info to verify you. I hope that we may work this out to both our satisfaction.
The above three are all "SadieSpeak" for when I wish I could respond: "You're a rude jerk and I wish you'd grow a mole on the end of your nose!"
posted on April 27, 2001 07:30:13 AMGive PayPal enough info to verify you.
There is a problem with this suggestion. If the buyer doesn't have a credit card, it will be impossible for her to comply, since PayPal uses the credit card billing address as the "verified" shipping address.
It is certainly your right to refuse to ship to an address other than a verified address. But IMO this is cutting off one's nose to spite the face.
These are the facts:
1) Many users don't want to use or can't get a credit card. These users are automatically denied a "verified" shipping address.
2) PayPal's "Seller Protection Plan" is so full of holes and hoops that it is useless.
posted on April 27, 2001 08:18:45 AM
to dubyasdaman... I understand that if someone doesn't have a credit card, they can't have a verified billing address with PayPal, and that's fine... they can pay with BillPoint, and I'd have not a problem at all! LOL I haven't had any problems with this policy at all, until just these past couple of weeks. Although, it seems that PayPal would be able to let us know if someone is paying with cash from their own bank account, you know?
Sadie999... I did reply to the people in your recommended manner... but believe me I wanted to tell them otherwise! LOL The "non-reading" woman actually apologized and paid with BillPoint, so all is good on that end. The other two I'll just have to wait and see...
Next week will have to be better! Can't get too much worse (well, yes it can.. but I don't want to think about that! LOL)
posted on April 27, 2001 11:49:33 AM
methinks it's nasty buyer's week over at "The Bay". My rant(to make you feel better):
Two incredibly nasty letters from bidders who feel their "brand new with labels attached" widgets are used/defective/misrepresented. HELLO? Ya got the PIC, ya got the description. LOOK! READ! Yes, dirty denim is dirty. Yes, distressed logos are distressed. grrrr! The Fashion Police are knocking at your door right now!
This is an open letter to my third nasty who is rather impatient.
You had many opportunities to get the widget faster:
1) you could have used Buy It Now to end the auction
2) you could have used the link for PayPal/BillPoint ~ available nanoseconds after auction ended.
3)you could have paid electronically through BillPoint, PayPal, or Bid Pay when you received my EOA.
4)you could have waited less than six days to purchase a Money Order.
5)you could have overnighted the payment to me.
6)you could have paid for overnight shipping.
Any combination on your part would have expedited the process. As for my part, I listed with Buy It Now for those who want it FAST, I made links available to you if you wanted to pay prior to waiting for my EOA, I sent my EOA within 4 hrs of auction end, I accept multiple forms of electronic payment, and I ship the next postal business day, priority mail. Start to finish could have been three days, for the same price could have been five days (no overnighting), yet your decisions caused this auction to take three weeks to run it's course!
ahhhhh.
Now, when did you want your widget?
The faster I get it to you, the Faster you can say it's "defective".
and that was my week
sheesh! thanks for listening!
only ZOOMIN here
posted on April 27, 2001 02:24:13 PM
Most of my buyers are still great, but this week I had three decide they didn't want to pay shipping ($ amount stated in auction). This wasn't an oversight, or a problem with the shipping price. They each said they felt they shouldn't have to pay for shipping, since they were paying me for the item???
You can look up where paypal funds come from. Go to your paypal account and click on the "status" of the transaction in question. The next screen will be mostly a repeat of what comes in the paypal email. But, at the bottom is a little box that says "source of funds". It will say either credit card, paypal funds, instant transfer, or echeck.
posted on April 27, 2001 10:04:23 PM
This has been a very rough month for me too and have the battle scars to show for it.
The first guy negs me, didn't even bother to email me to clarify his problem, and says he's not happy with item, "not MOC." My auction doesn't mention MOC, it says Mint in Baggie. Had a picture in the listing too!
The next goof warned me that if I didn't respond to her email she would neg me. My records showed I emailed her twice, but I noticed she was using a different email address than the one I got from ebay. She still didn't believe that I sent the two emails even when I mentioned her other address, then she says, " I hope you don't scam me." What rock did she crawl out under from?
The torture continued over on Yahoo when the guy paypal's me. I relist an identical item. Next thing I know he negs me saying I'm relisting his item. He then emails me calling me scam and other choice words. The next email comes in and he asks if I sent his item out. It's been one day so far- I said no I haven't sent your item because it wil be first in first out. Another neg and another nasty email. I replied that he has to send $2 to cover insurance and DC- I certainly didn't trust this guy anymore- and said if he didn't the sale is void. Of course he didn't but I got another neg from him.
The next guy, his items got damaged in the mail and he decided the best solution is to leave me a neutral for each item damaged. I emailed him and said the items weren't damaged by me and the insurance will cover it. He responds saying, "Ok, I know it's not your fault, you packaged the items good..." Yea bud and thanks for the neutrals!
Luckily I am battle hardened and I can remain calm. I know there are many psychotics out there and others with neurosis, and no one will take these persons feedbacks seriously. I'm just wondering why these people choose to buy from an online auction site being so paranoid and frozen in panic that they can't simply compose a friendly email and inquire on there item.
Haven't had a day, let alone a month like this for a long time, but they do come in streaks. It always comes during slow periods, too.
posted on April 27, 2001 10:13:12 PM
I have not had this many nut cases since December..............I had enough then to take most of the month of January off
posted on April 28, 2001 12:42:16 AM
I shipped the wrong items to two buyers last week. They both returned the items, and left positive feedback and letters saying they understood mistakes happen. They should have their correct items by Monday.
It sure makes correcting a mistake much easier when you are dealing with people like that.
I think you are very unlucky, I deal with some very classy people.
posted on April 28, 2001 08:40:55 PM
What IS it with buyers who don't update their email address with ebay?!?! It takes maybe a minute to accomplish. quickdraw29 mentioned this in his reply, and it's happened to me several times in the past.
I email the WBN to the highest bidder at their ebay-provided email. No response, but I don't worry about it (many winners never reply to my emails, they just send the money).
Then, 4-5 days later, I get a nasty (or at least rude) email from this winner, telling me that they're STILL waiting to hear from me, and of course, that they will leave me a NEG for not getting back to them with this information {sigh}.
I always re-email the ebay-provided address, and email this person as well, telling them that I've emailed the address provided through ebay, and that they need to update their email address. Then, I usually forward the email to the "new' address they're using anyway.
do they think we're psychic?
It's so frustrating. Thank goodness most of my people are nice, normal folk. But these impatient (who want their package YESTERDAY) and overly-paranoid people are driving me up a wall.
posted on April 28, 2001 10:17:37 PM
Is this month over yet? Tonight another headache buyer, with 0 FB. My EOA email says paypal accepted but must be a bank transfer or existing balance in account. No one listens to it so I end up hitting the $100 cc paypal limit. I sent the buyer an email saying with paypal's limit, her cc will be denied. She replies with a nasty email calling me a liar. I sent her a friendly note that she can do a bank transfer. She replies calling me once again a liar, unethical and childish. She says she reported me to safeharbor for fraud. My replies to her have been very kind and professional so I don't understand her charges of me being childish. I told her I welcome safeharbor to contact me and I will send them copies of my and her emails detailing our exchange. Then I'll foward her email to paypal detailing her charge that I'm lying. Then I'll file a complaint against her for filing a false fraud report because she had no case against me.
In each case of abuse that I mentioned, none of them took an extra minute to get all the facts before jumping to a conclusion.
posted on April 28, 2001 10:28:10 PM
Here's the email I got from her, notice her subject line:
Subject:"Supposed Denial of Payment
Mark,
If you wish to sell the book to me, then inform me of procedures, I understand that you would like to receive a bank transfer and if that is the only way that you are willing to fulfill the terms of your contract then simply say so, and I will set up a Bank Transfer. I have found your business practices unethical, ignorant, and similar to that of a immature child. Never the less, I will abide by my side of the contract if you inform me of your willingness to sell. I have faxed a copy of this letter as well as the Paypal.com email (which stated I was not over my credit card limit) to the Fraud Protection Department of Ebay and they are following this transaction as well. I hope to hear from you as soon as possible
Hello, sorry for this inconvenience. Paypal denied the cc because of a limit that is refreshed once a month. You may still use a bank transfer into your paypal account.
posted on April 28, 2001 10:41:46 PM
Mark: It appears that she thinks you said SHE is over her credit card limit; and, that you want her to do a bank transfer from her bank account to yours. She's obviously not familiar with PayPal. Plus, she is an idiot, which doesn't help.
You can patiently explain the finer points of PayPal to her, or you can walk away and chalk this up as a bad deal. Personally, if someone insulted me the way she did you, I'd complete the transaction when hell froze over. If it was the last item I owned and the money was desperately needed for my kidney transplant, I'd burn it before I would sell it to her. But, I am stubborn and prideful, so I'm not necessarily recommending that approach.
posted on April 29, 2001 06:47:21 AM
Ah the joys of customer service! Just keep telling yourself, "For every customer who's rude, stooopid, mean, etc., there's 10-50 who are wonderful."
I once had a customer who bid on a lovely ceramic bull. AFTER the auction (naturally), he demanded that I assure him that the bull would arrive intact and that if it didn't, I would take a return and refund all of his money including the shipping both ways. (Apparently he'd purchased a lot of bulls on eBay that arrived broken.)
I replied that this was something that he should have asked before bidding, and that though I pack carefully, I can't watch over every postal employee that touches the packages I ship. He could: a. purchase insurance and if anything happened, I'd help him recover his money quickly or b. tell me he didn't want the item, and I'd be happy to offer it to the other bidder. He paid.
I guess it got there ok. Never heard from him again.
But, I've had people leave me good feedback when I made mistakes and rectified them quickly. And most of my buyers are terrific.
Can't get too much worse (well, yes it can.. but I don't want to think about that! LOL)
