posted on July 7, 2001 01:45:19 PM new
I think I might need a little bit of help here. Though I don't post auctions all that often, I recently concluded a Dutch Auction with several winning bidders. One of the winning bidders just sent me an e-mail informing me that she sent a Money Order off today, and would like me to ship her package off on Monday. She has a feedback rating of 5. Though the dollar amount involved is quite small, I still would prefer to wait (obviously!) until I receive her payment before I send anything out. Any thoughts on how I can politely word a response to her e-mail? Thanks in advance!
posted on July 7, 2001 01:59:41 PM new
I don't know- that sounds just like the kind of reply you'd get if you sent a request to eBay or PayPal or any of a number of other companies who answer your email with canned responses.
If you decide not to ship, I'd suggest a short note explaining why you have made that decision- that way, the buyer will understand that you at least considered their request.
posted on July 7, 2001 02:10:24 PM new
Okay, how about this:
"Thank you for your prompt response. You've asked me to ship your item on Monday, however, I do not think your payment will arrive here by then. I'm sorry, but it is my policy to ship only after payment is received. I'll e-mail you when your letter arrives and the item is shipped."
posted on July 7, 2001 02:14:53 PM new
if she uses one of those overnite delivery surface ,it will be there on monday.
or if you two live in the same town,she could use a courrier service
posted on July 7, 2001 02:19:51 PM new
How about showing a little trust--after all, the bidder sends us money with nothing in his/her hands. Can't we once in a while show a little trust in the bidder? Perhaps the item needs to be there for a particular reason?
I have sent before receiving payment for several bidders when an item is "time sensitive"--like before Christmas or in time for a birthday. It is amazing how fast I get payment and how appreciative my customers are. And I don't even think about the $ amount when I make the decision--can be anywhere from $10 to $300 and I will do the same.
Of course the areas I sell in generally bring very reliable bidders (no kids). I rarely have trouble with non payment or crazed buyers--perhaps once in over 1000 transactions.
posted on July 7, 2001 02:34:29 PM new
Hello
In my world (stamps) trust and repetition are very valuable. If the person is new and has no references and you do not want to risk your item await payment. Buyer’s problems are not yours. However if buyer in known to you (prior sales) or can provide references ship it. I get packages all the time without payment. I am very careful though to respond properly and quickly. Again my references and repetition is my most valuable assist. Dave [email protected]
posted on July 7, 2001 02:48:22 PM new
Though I have a few times Quiet by accident shipped package items before I got the buyer payment at one point I shipped am item before I got a reply to my EOA.
in any case just luck or what ever each case has worked out I got the buyers payment and glowing feed back about great service and top notch delivery time.
I Dont recommend any seller do this or provide this service for there customers at all there are sellers who do ship before receiveing payment and it seems to work out well.
how ever if you do this its probably wise to set a feed back limit like at least buyer feed back of 10 or 50 what ever you feel good with but the honesty policy seems to work out in most cases the same as accetping personal check most don't bounce.
posted on July 7, 2001 03:05:30 PM new
I just had a customer ask me to ship a $70 piece of software that day -- before they'd even sent the payment. I politely told them that I ship immediately upon receipt of PayPal, Billpoint, and money orders, and hold checks five days -- just like it said in the auction description.
They immediately replied, insisting that they were sending a a check, their checks were good, they'd never bounced a check, they have a feedback rating of more than 500, and could I please ship as soon as I got the check without waiting for it to clear?
I smell a rat.
Oh, yes, and their fabulous feedback rating? Full of negs and neutrals.
<mutters quietly to self: I love my job. I love my job. I love my job...>
posted on July 7, 2001 03:28:17 PM new
Thank you all for your responses! I guess my problem with this is the following: I buy on eBay much more than I sell--"Lustrestar" is not my eBay user name. My feedback rating is 167 (all positive), and yet, still--I would never presume to inform a seller that I "expect" them to ship my item before they have received my payment. I do not know this buyer at all, she has minimal feedback (5), and she has not delineated any time-sensitive reason for me to ship this item out on Monday other than the fact that she simply "expects" me to do so. But based on the input I received here, this was my response: "Thank you for your prompt payment! Items are typically shipped the next business day following receipt of payment, but if I receive your Money Order on Monday I will make every effort to ship it out that day. Should you have any questions, please do not hesitate to contact me. Thanks again!" Given that the buyer lives on the East Coast, and I live in the Midwest, it is very unlikely that I will receive her payment on Monday. Yet, I feel (hope?) that my answer was polite, responsive, and left the door open for her to explain some urgent reason why she needs this item (a Christmas ornament, by the way!) shipped out on Monday.
posted on July 7, 2001 03:34:43 PM new
Good response, Lustrestar. Professional, courteous and friendly. You'll never get a customer service job at any of the online auction sites or payment sites, but you sound like a good eBay seller to me. Good luck.
posted on July 7, 2001 04:12:46 PM new
I have a few repeat buyers that I'll ship to before I get the money. I have one buyer that I've shipped $500 orders to before seeing the money, but this kind of "trust" comes from repeated business dealings, talking on the phone to them a few times, and just generaly getting to know them.
If the money is small - just ship it. What's the big deal?
How about showing a little trust--after all, the bidder sends us money with nothing in his/her hands. Can't we once in a while show a little trust in the bidder?
Sellers could do this, but paying for merchandise before you walk out the door with it is how most B&M shops conduct business, and the very idea that a buyer (particularly one with low feedback that you've never done business with) expects you to ship without being paid yet is pushing the envelope. I have enough slow payers that I don't need to start giving all the new buyers reasons to be even slower to pay.
posted on July 7, 2001 06:06:58 PM new
my 2 cents:
i've shipped before receiving payment quite a few times. on occassion it has been my idea, not the customer's request - often based on an email that might say something like "i hope this payment gets to you fast, as i plan to give the item as a gift on x date." ... based on the buyer's email, feedback, and sometimes the item the itself, i make a decision to ship before payment is received sometimes. haven't been disappointed yet.
if a buyer demanded early shipment, yes, i'd be wary. if a buyer respectfully asks for this special consideration, then i consider it (and most often, to date, do it).
one of the benefits of dealing with a one person business, as many of us who sell online are, should be a personal touch to the transaction when the situation warrents it. as a one person business we can each make our own policies, and change those policies when the situation calls for it - no "boss" or "manager" or "corporate head office" to deal with.
posted on July 7, 2001 10:50:05 PM new
think of it as loaning money to a relative, can you afford to just give it to them as a gift, is there a chance you'll never be repaid? (paid)
I don't do my business that way. I am honest, friendly, hardworking and prompt. But please don't make your problem my problem. ..... speaking to the customer, not you!
posted on July 8, 2001 04:21:47 AM new
Ship it, just this once! The world of commerce is based on trust - you trust I'll pay, I'll trust that what I bought is what you said it was. I've done this twice, even paying for Express Mail. I was rewarded with payment both times and very gracious private notes and glowing positive feedback. Would I do it all the time? No! It's kind of a gut feeling
posted on July 8, 2001 07:10:56 AM new
Lustrestar, I think your response was perfect.
I had a recent bidder than won 2 auctions and sent an online payment for the first one immediately, as she needed it in time for a certain weekend and she also wanted to take advantage of combining shipping to save money. I sent both things out to her before I received her payment for the second item. Big mistake! I had to dog her for a month to get payment for that second item after doing her a favor!! It was not a huge amount of money, it was the principle of the thing.
I also do not ship anything paid for via electronic check (unless it is a repeat buyer) until it clears anymore; it is too easy for the buyer to cancel a payment that has not cleared. Regular checks ship upon receipt. I think it all has to do with what you are comfortable with--and what you are selling.
Though I don't post auctions all that often, I recently concluded a Dutch Auction with several winning bidders. One of the winning bidders just sent me an e-mail informing me that she sent a Money Order off today, and would like me to ship her package off on Monday. She has a feedback rating of 5. Though the dollar amount involved is quite small, I still would prefer to wait (obviously!) until I receive her payment before I send anything out. Any thoughts on how I can politely word a response to her e-mail? Thanks in advance!