posted on April 29, 2001 08:24:09 PM
I had an auction end. Emailed EOA notice to high bidder (was stated in auction s/h was $7.00)
Bidder e-mails me back asking how much WIDGET weighs & why am I charging $7.00.
I responded back, that $7.00 was stated in the auction.
This is the e-mail I got back from bidder:
Well, unless you are delivering it personally to my door I fail to understand
why it is so much. Just because you stated it was $7.00 in the auction
doesnt give you the right not to explain why the amount is so much. You
could have said shipping was $100.0 for all I care, that still doesnt make it
right. I am not sending a dime over $5.00 for shipping because there is no
way it costs more than that for a XXXXXXXX. If this is unacceptable to
you then too bad, and if you leave me negative feedback over your dishonest,
not to mention rude, business practices you can expect some in return. I am
sorry but who do you think you are? Shipping is shipping. Boxes are free.
What else is there?
At the least shipping could be $5.15 (I have not weighed this & not sure of EXACT costs) I just estimated.
I am so upset! I stated what was to be charged & if it was too high, then why did he/she bid on this?!?!?
posted on April 29, 2001 08:35:51 PM
Wow, that kind of email would send me right over the edge.
If your auction stated $7.00 shipping, then that's what she AGREED to pay.
I would tell her that by bidding on your auction she was agreeing to the terms stated in the auction, and if she didn't agree to the terms, she shouldn't have bid. And if she wanted to question your shipping amount, the time to do that is BEFORE she bid, not after the auction was over!
And she even mentioned that she would leave YOU negative feedback over this! The nerve!
I'm sorry, but I don't know of a very tactful way to respond to this one!
I would probably tell her what I just stated and tell her that if she does not pay the full $7.00 shipping amount that you will file your NPBA & FVF's and relist the item and NEG her for not following through with your terms. And I would also tell her that I would be forwarding her email of feedback extortion to safeharbor.
posted on April 29, 2001 08:47:33 PM
Sorry, I can't help you with the tactful part. My evil side is out today!
First, I would forward the e-mails to Safeharbor for feedback extortion.
Second, I would send an e-mail with the total due, including the original shipping price and your deadline for accepting payment (whatever you said in the auction). I would not answer the person's accusations or give any justification for my terms. Simply: "The total due with shipping is $XXX. Payment may be made by postal money order, XXX or XXX. Payment is due on or before May XX, 2001. Thank you."
If payment is not received by that date, then I would file NPB the next day and proceed along those lines to recoup my FVF. If payment for less than the full amount due is sent, I would return it and cancel the transaction. Or, you could hold it and give another deadline for the balance to be sent. Your call. I wouldn't have the patience.
If the neg comes, it comes. You have that same bullet in your arsenal. Respond calmly and professionally.
This is how I would handle it. But, I do not respond well to threats and don't make a very good victim. Others will disagree and tell you to bend over backwards to make the customer happy to avoid the dreaded neg and possibly make a repeat customer. (Would you want this person as a repeat customer? HA!) Or, they will tell you to take what you can get and move on.
In the end, it is your business, your feedback record, your MONEY and your decision. I wish you luck.
posted on April 29, 2001 08:56:20 PM
I get bidders who want to pay less for shipping all of the time. I am handling someones estate and so I am not making much-- but that extra .50 I add to shipping helps me cover some of my time and effort. I send an email that will say something like "I will be happy to come down on shipping your item. Going parcel post will be $6. Priority is just $7. I haven't had a single bidder not pay the extra buck, but many do ask. Try something like that along with the other suggestions. You have to decide if it is worth fighting over-- it might be better for you to just let this one slide (paying closer to exact postage) and go on to the next sale. Or maybe it is worth the fight? Only you know.
Sorry for all of my awful typos.
daughter is almost asleep but fighting it every second! :0)
Edited to clean up some of my typos and missed spaces-- minus daughter who got a second wind and is running around the room. :0)
[ edited by ashlandtrader on Apr 29, 2001 09:03 PM ]
posted on April 29, 2001 08:59:04 PM
I would email her and say-The Terms of Service are within ebay guidelines and that is what you charge for this widget. If you had read my TOS you would have seen that and then you had a choice to bid or not to bid. Evidently you didn't read it or if you did you accepted by bidding. You entered into a contract and it states shipping is $7.00 if you send only $5.00 I will return your check and forward your emails to ebay.-
What kind of a feedback does this person have. Maybe she does that for a lot of things. Well, Good luck...
posted on April 29, 2001 09:07:15 PM
Tell them for $5 you'll cram it in slightly used pizza box with no additional protection, and the extra ants will be free of charge.
"I would be happy to ship this item for 5.00, however, you must first ship to me a box (measuring at least X by X), sufficient bubble wrap and peanuts to protect your investment, 5 feet of tape, and 1 pint of gasoline to cover the trip to the post office. I will gladly stand in line at the post office for free for you, since you are such a great person to do business with!
Please feel free to bid on any of my future auctions, as I appreciate having customers who fully understand what I, as a seller must go through to close the deal.
Thank you,
XXXXXX"
Seriously, I agree with Misscandle, just keep it emotionless and businesslike. State your terms and stick to em.
posted on April 29, 2001 09:29:12 PM
LOL @ Reddeer. Free Ants? Who could beat that offer?!?!
I think misscandle is right on the money. You could get into a pissing contest with this buyer (explaining that the shipping amount was mentioned IN the auction and that if she didn't like the shipping cost she should not have bid).....but my guess, and I've been there, done that, is that this buyer is going to do everything possible to make your life hell....and then neg you anyway.
posted on April 30, 2001 04:37:44 AM
>I am not sending a dime over $5.00 for shipping
This right here is (IMHO) refusal to pay for an auction (provided the $7 fee was upfront.)
I would send one more email (and flatly state that your time is valuable, and you will not disscuss the matter further) stating that you expect the buyer to comply with the terms stated in the auction, and refusal to comply can lead to their suspension from ebay. If you don't get a payment in a reasonable time, do the NPB and FVF thing, and if you are of a mind to, Neg 'em (In this case you may get one back)
What you shouldn't do (IMO) is let this bidder waste $20 worth of your time arguing about $2.00
posted on April 30, 2001 04:56:15 AM
Why couldn't you have just given her the answers she asked for, weight and why it costs 7.00 to ship?
I'm not questioning your price at all, but if the cost to ship is 5.00 and your simply covering the extras, ie: time, packing material etc... why wouldn't you have just told her that?
If your going to run a business your customers have a right to ask questions and expect at least something more than "cause that's what the auction said".
posted on April 30, 2001 05:18:00 AMpunkinhead: Had this customer been REASONABLE (non-threatening, polite, etc) then yes, I would say that the seller should just answer their questions and perhaps spell it all out for them. But this customer was extremely rude, threatening, and just nasty. No seller should have to put up with that.
Fact: Auction stated $7.00 shipping.
The buyer knew this BEFORE they placed their bid. If they had any problem with this, the time to complain about it or ask questions about it is BEFORE they placed their bid. NOT AFTER.
Buyers need to learn how to READ. And then either ACCEPT THE TERMS and place your bid, or DON'T ACCEPT THE TERMS and move on to another auction.
posted on April 30, 2001 05:18:20 AM
>Why couldn't you have just given her the answers she asked for, weight and why it costs 7.00 to ship?
He could have, but if you have a buyer who seems to think they have a RIGHT to postage only shipping reguardless of the auctions terms, it won't stop with answering the question, and just invites further arguement. Time is money, and argueing with a buyer over $2.00 is not productive.
posted on April 30, 2001 05:26:35 AMIf your going to run a business your customers have a right to ask questions and expect at least something more than "cause that's what the auction said".
Of course they have the right to ask questions. BEFORE they place a bid! Not after.
[ edited by dubyasdaman on Apr 30, 2001 05:27 AM ]
posted on April 30, 2001 05:58:59 AM
This buyer is totally in the wrong and I would leave a neg right away stating Buyer refused to pay total shipping as stated in auction. Forward the email to SafeHarbor. Then if you get a neg, the history will show that yours came first and for what reason. Anything this buyer could say in retaliation will then look pretty weak.
Normally, I'd say try to work it out, but this buyer is crossing the line here.
posted on April 30, 2001 06:22:12 AM
and just how do you all know the first email was so rude? All that's mentioned is that the question was asked, and the response was 'cause thats what the auction says"
I recieve an EOA, no prob but damn is that shipping high, I wonder why, "hey thanks for the item but why is the shipping so high and what exactly does the item weigh?"
This seller admits that the only reason it's that high is because it was an estimate
and actually had no idea what shipping costs,
but only responds to a customers query with "Thats what the auction says".
Most sellers own a scale and at least make some attempt to rectify why an item costs that much to send.I have to wonder if the seller had of simply said "I originally estimated the shipping cost but have comfirmed that it will be 5.15 to ship and an extra 1.85 because I need to cover expenses"
if this thread would be necessary.
Her rude email(yes I agree it was rude) was the fourth in an exchange and no one has yet shown either the original request or the first response to the seller.
I ship from Ontario, and to send a package to BC is cheaper than Alberta and my buyers in Alberta ask constantly why, if every time I was asked I gave that response I'm sure I'd get a lot of similiar rude emails.
Did she in her first email refuse to pay or threaten in any way or did she just sincerely want to know why the shipping was so high?
posted on April 30, 2001 06:35:06 AM
It's true that we don't know the nature of the first email from the buyer. But the fact remains that since the $7.00 S/H fee was stated in the auction, the buyer has no reason to come back and ask (demand?) a breakdown to justify the $7.00.
Sure, the seller can get a scale to make sure that the charges quotes aren't way out of line and that's probably the recommended course for the future. But, again, as we've seen in the infamous S/H threads, it's also a matter of opinion what amounts over exact postage are reasonable.
Sounds to me like this buyer only wants to pay exact postage and tried to negotiate the charge down to that after the fact, which is plain wrong.
posted on April 30, 2001 06:49:02 AM
I wonder if we have a common bidder...Last night a "winner" told me they think my $3.00 shipping cost (stated in the auction)was too high and they will only pay $1.58. I tell them that I buy professional mailers, bags and backers and those things are included in the shipping cost. They tell me to find an old box. Great...
posted on April 30, 2001 07:25:08 AM
I was reading this thread aftr posting my own (newbie needs advice). Kindly tell me how to file NPB & FVF ( do I have to admit I do not know what the letters stay for). I believe I have learned some things for future reference on shipping costs.
posted on April 30, 2001 07:31:12 AMThey tell me to find an old box.
Then I'd tell them that I'd be happy to go find one, at a rate of $20/hr. + mileage. Or alternatively, they could go find one themselves, and mail it to me.
posted on April 30, 2001 07:55:10 AM
I just recently bought something on ebay paid $3.00 shipping. It arrived with .37 cent postage. I wondered where the rest of the money went but it was in TOS so I don't have a problem with it. I agree with those who say file for your fees back and neg her. You're probably not the first person they've tried this with and if you just give in you probably won't be the last.
posted on April 30, 2001 09:56:05 AM
We haven't had one of these threads in a while!!!
I am thinking that no matter what you do with these folks they won't understand.
I bet they never question Lands End or Eddie Bauer on shipping costs.
But nooooo...
I have had "gentlemen" tell ME how to double box. HA! I could teach a class on double boxing!!!
Compared to all the shifted and poorly wrapped packages I have gotten, it's not too surprising to see bidders get bossy.
Anyhow, I would just tell them, as I have done, that you are going to do as Misscandle and Libra63 have said.
I am curious how this one turns out.
Best of luck
posted on April 30, 2001 10:29:24 AM
Buyers who don't read are a fact of life we have no control over. Buyers who are PITAs and try to negotiate the terms of the auction (including stated shipping charges) are another fact of life we have no control over.
My responses to this buyer would have been...
Response to first email.."Hi XXX. The shipping charge of $7 that was stated in the auction ad includes the actual postage the post office charges; the insurance on your new widget in case the post office decides to use the package as a football or if one of the postal employees decides to play hide and seek with your widget and then forgets where he "hid" it; and my costs for packaging materials.
You can pay by check, money order, billpoint or paypal as stated in my first email. Looking forward to recieving payment so I can get your new widget into your home as quickly as possible!
Thanks for bidding and have a great day."
If the buyer continued to complain about the shipping charge I would then send an email similar to this...
"Hi XXX. While I do understand your position on the $7 shipping charge I'm afraid there is no negotiation on this.
If you decide to cancel this transaction I do understand. I am sorry to have this end without the widget getting a new home with you as I think you would really enjoy it.
Just so you are aware, I want to let you know I will be requesting a refund of my ebay fees on this transaction if you decide to cancel the sale.
Have a pleasant day."
And then I would forget about it!! Its not worth getting upset over. Yes, the buyer is in the wrong but there is nothing you can do about that so why get yourself upset?
You will get these type of bidders from time to time. It does you no good to point out to them this is a binding contract...they AREN'T going to listen! Its best to cut your losses and move on.
posted on April 30, 2001 10:36:23 AM
Don't send the item, politely tell them shipping was $7 and if not going to pay you will offer the item to second bidder.
Give them a specified time to reply yes or no and then hold them to it.
Your TOS said $7, don't back up.
Ain't Life Grand...
posted on April 30, 2001 11:27:42 AM
I would go with Amy on this one. No point in arguing with an idiot who can't read. Its nice to see that there are sellers who include the shipping costs in their listings.
Good luck
"I ship from Ontario, and to send a package to BC is cheaper than Alberta"
I ship from Manitoba and it's cheaper yet to send that same package to France or Germany than to Ontario or BC
posted on April 30, 2001 12:08:42 PM
Someone up there said someone was telling them how to double box etc. I've had the same thing.
People tell me how to pack these items, I've been doing it for 4 years, no breakage yet, knock on wood. I ignore those.
However, I had one buyer who insisted I use only recycled materials, ie;newspaper, plastic bags, NO peanuts or bubblewrap. She said if it came with peanuts and bubblewrap, she would neg me. I did it, damn, I put so much shredded paper in there, the danged thing weighed more than what I charged her for actual shipping. I shouldn't have complied, I guess, but this was about 2 years ago.... I didn't know about this 'feedback extortion' thing...
posted on April 30, 2001 05:13:52 PM
THANK you all for your responses. I wanted to get a few ideas before I respond back (which I'm hoping to do later on tonight). First, I want to clarify a few questions that were answered.
I sent out my EOA (which I always ask for the winner to reply back w/ shipping address so I can get package ready). First e-mail from winner was this:
Please tell me how much this XXXX weighs and why shipping is $7.00. Thanks
My reply (which maybe wasn't appropriate) was:
Shipping is $7.00 because that is what I stated in the auction.
Ok, now maybe that wasn't a correct way to say it, but I was unsure of how much this item weighed & just guessed (another one I guessed on I charged $8.50 shipping, took it to the post office today, & was charged $10.50, which I will have to eat, but that was MY fault, I highly doubt the winner will be sending me another $2.00!!!)
So then the next e-mail from the winner was what I had posted above (here it is again):
Well, unless you are delivering it personally to my door I fail to understand
why it is so much. Just because you stated it was $7.00 in the auction
doesnt give you the right not to explain why the amount is so much. You
could have said shipping was $100.0 for all I care, that still doesnt make it
right. I am not sending a dime over $5.00 for shipping because there is no
way it costs more than that for a BABY afghan. If this is unacceptable to
you then too bad, and if you leave me negative feedback over your dishonest,
not to mention rude, business practices you can expect some in return. I am
sorry but who do you think you are? Shipping is shipping. Boxes are free.
What else is there?
I have not responded back yet. I was so upset when I got this e-mail from her which is my first mistake (to get emotionally upset about it!)
Winner has around 60 positive fb, nothing showing bad there.
Yes, I do have a scale & it will ship for $6.35 ( I charged $7.00). There is no pkg material involved except the box (at this point I would LOVE to use a pizza box w/ ants! LOL). It will not break.
I think I will combine what a few of you had said & see the response I get.
It just gets me because I stated what shipping was & if she didn't like it, she could have ASKED before bidding!
BTW, I normally sell things that I know how much it will cost to ship. Here & there I have a few odd things & estimate shipping. This was the case here.
Another question, in my TOS, I state SHIPPING, and not SHIPPING/HANDLING. My dh said that in this case I am wrong because I stated shipping, then I should only charge the $6.35, and I did overcharge if I charge $7.00! I tend to DISAGREE w/ him & don't think it really matters how you term it if you say SHIPPING or SHIPPING & HANDLING. If you see $7.00, the winner pays $7.00!!
>in my TOS, I state SHIPPING, and not SHIPPING/HANDLING
>SHIPPING or SHIPPING & HANDLING
Me thinks you might have saved yourself a little trouble here, if you use the term S&H it makes it plainer that what the customer sees on the corner of the package isn't exactly to the penny what they paid. I can see the customers point. I'm allways VERY plain about what I want for shipping AND handling. I also see the term "FIXED SHIPPING" being used, and it seems a better term than just "SHIPPING" unless you want to ship for postage only (very popular with the buyers )
juggheadd:
>ship from Manitoba and it's cheaper yet to send that same package to France or Germany than to Ontario
I ship from Florida, and it's cheaper (AND MUCH QUICKER) to ship to Alaska than Ontario, so what's the point?
posted on April 30, 2001 07:05:36 PM
So basically the buyer wrote with an small 'tude, the seller responded back with more 'tude, and the sale is in jeopardy now.
I'm sure Amazon or Nordstroms would love to hear your story of great retail success.
The customer isn't always right, but they're still the customer. You have to decide whether you're on eBay to sell product or to change nasty bidders temperament. Seems to me you're failing on both counts.
