andijo
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posted on July 10, 2001 08:59:37 AM
I had a buyer use buy it now on one of my auctions. Not a high priced item ($12.99) Emailed me right away wanting to know what S&H was. It was stated in my listing ($6.50), so emailed her back and quoted it and referred to my listing. She just emailed me back saying she wants to retract her bid as S&H are to high! I will probably lose money on the shipping as I think I underestimated it. How should I respond?
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peiklk
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posted on July 10, 2001 09:03:43 AM
She is bound by her "win" and the TOS she bid on -- I would definitely 'neg' her as other people need to be on the watch for her.
I'd check to see if she's done this before as well.
Shame they won't let us post bad users here so we could all be on the lookout. Also a shame that a BIN can be triggered by anyone that you have not pre-banned.
I guess you should just neg her, NPB her, and relist the item. You'll get the FVF back.
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andijo
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posted on July 10, 2001 09:12:10 AM
She just emailed me back that she would honor her "buy it now" bid. if I would lower my "outrageous" S&H charges! I am charging flat rate $6.50 for a 12" X 8" X 22" and 4lb 8 oz. Is this outrageous?? By the way this is a fisher price bubble mower that is brand new.
[ edited by andijo on Jul 10, 2001 09:13 AM ]
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gs4
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posted on July 10, 2001 09:18:22 AM
Also report them to safe harbor. This is not a valid reason to retract. I would relist, neg them, and move on. Do file for your fees.
Might get lucky and get this 'winner' the boot if they pulled this game with other sellers.
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MurphyBird
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posted on July 10, 2001 09:18:34 AM
According to the usps.com website, I package of that weight would ship Parcel post for $7.25, and Priority for $7.70 - so that would make your price a good deal!
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dacreson
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posted on July 10, 2001 09:20:07 AM
Consider going to USPS on the Internet, looking up charges and e-mailing her a copy. You might agree that Postage is outrageous but she needs to talk to USPS not you. Stick to your guns. Regards Dave
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mballai
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posted on July 10, 2001 11:01:00 AM
One good thing to do is quote the new retail price of something in your auction. You might want to list the weight and USPS quote as well for those who think your ship price is outrageous.
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mrlatenite
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posted on July 10, 2001 11:40:37 AM
I would politely respond:
"I realize you feel that my shipping cost is too high, but if you check out the link below, on a 4 pound 8 ounce package from my zip code to yours, will actually cost me $7.70 to get it to you, and I am only charging you $6.50.
[second sentence deleted]
If you feel the postal rates are too high, you should write a letter to your congressman and hopefully they will revert the 20% increase they made at the beginning of the year.
I will be awaiting your payment of $12.99 + $6.50 in shipping, and will ship it out as soon as I get it. Thank you for your purchase"
-- Then send the URL with the computation to the postcalc.usps.gov site (I think the URL contains everything to generate a cost lookup if you copy it once it gives you the totals)
She can't complain about facts! (Well, she can, but it shows you're 100% honest!)
[ edited by mrlatenite on Jul 10, 2001 11:52 AM ]
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peiklk
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posted on July 10, 2001 11:44:16 AM
That is one way.
But I wouldn't attempt to justify your valid costs to her. You posted your shipping rate, end of story. I'd stand by it and not worry about appeasing her. What if you were charging $7.00 and shipping was going to cost you $5.00? It's a bad precedent for you to set to justify your "books" to your customers.
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sulyn1950
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posted on July 10, 2001 11:46:36 AM
I agree, provide her with a link to the USPS website and invite her to check it out. Give her the weight of the item and your zip code. Might even want to let her know if she can find a cheaper way to ship it, you would be appreciative! 
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mrlatenite
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posted on July 10, 2001 11:51:50 AM
Actually delete my 2nd paragraph---no reason to restate the obious about getting $1.20... Keep it shorter and simpler.. Just prove that she's getting it for less than cost, and that's the best you can do!
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andijo
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posted on July 10, 2001 12:24:28 PM
I just heard back from her again. She said she would pay my "outrageous" shipping charges but would read the details more carefully in the future. She still thinks I'm overcharging even after I sent her the weight and dimensions of the package! I don't think I could please her no matter what I do. I am almost hoping she doesn't pay as I really don't want to deal with her at all. Thanks for your feedback.
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eventer
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posted on July 10, 2001 02:00:18 PM
Excuse me but what is the big freaking hurry to neg this buyer? TOS's are written in pencil, not etched on 2 stone tablets handed down by some deity.
And which of you sellers can step forward and say you've NEVER made a mistake? Never put the wrong price up, never sold something by accident you didn't have, never charged the wrong amount for shipping, etc?
Why "assume" she's "playing games with other sellers"?
Buyers make mistakes, buyers sometimes don't read the TOS clearly (if at all). She obviously didn't have a clue about how much this item weighed nor that the actual shipping cost would be that high. I think we've ALL been in this position one time or another.
I don't feel a seller has to change their TOS for every buyer who feels a bit miffed but you CAN respond in a civil, professional way which could atleast TRY to soothe the buyer and perhaps turn them into a good repeat buyer.
And neg her? For what? For complaining about the shipping? THAT is grounds for a neg? That's pretty pathetic.
andijo,
Since you've explained the weight to her, there's nothing more than you can do. If you keep your emails professional and non-judgemental, you'll be more likely to avoid a swapping of negs. Good luck.
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BJGrolle
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posted on July 10, 2001 02:10:25 PM
Parcel Post would be anywhere from $4.19 to $7.25. If the winner is close to you, it's possible to ship it for less than $6.50, but you're not obligated to negotiate this point unless you are willing.
Also, I think the early posts about negging the winner might have been in response to the winner expressing the desire to back out of the transaction because of her failure to read all the facts before bidding.
Only a few posts down we find that the winner might come through after all. Hopefully, that will be the case here.
http://bjgrolle.freehomepage.com
[ edited by BJGrolle on Jul 10, 2001 02:10 PM ]
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computerboy
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posted on July 10, 2001 02:11:13 PM
Simply send her a link to the UPS and USPS websites so she can calculate the actual costs on her own. Provide her with the details that she'll need to do these calculations.
You'd be surprised how quickly most buyers will apologize and complete the transaction. As strictly buyers, some eBay users are unfamiliar with the actual costs that are involved im mailing an item.
This should be easy for you to correct.
Good luck.
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peiklk
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posted on July 10, 2001 02:13:09 PM
eventer --
Please make sure you read threads before responding. She can complain about shipping charges all she wants -- but the seller has no need to justify his posted charges.
And you're wrong.
The TOS is written in stone UNLESS the seller wants to make changes. It's supposed to be a binding deal.
Just like the 10 Commandments cannot be changed by anyone except their Author (some deity, I believe you called Him).
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eventer
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posted on July 10, 2001 02:19:43 PM
Also, I think the early posts about negging the winner might have been in response to the winner expressing the desire to back out of the transaction because of her failure to read all the facts before bidding
BJGrolle,
In another thread there's a seller acknowledging they made a MISTAKE (and an easy & honest one to make) by selling something they didn't have.
Virtually all the advice is to tell the buyer the truth, offer an apology & the general expectation is that the buyer will let them off the hook.
Yet, in THIS case, the general expectation is to "neg em" when the BUYER makes a mistake.
If as sellers, we hope that OUR occasional mistakes are forgiven, can't we extend this same forgiveness to the occasional buyer who makes a mistake?
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BJGrolle
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posted on July 10, 2001 02:26:59 PM
I'm not really concerned about what's going on in another thread. I'm responding to this thread. I haven't even read the other one so, for me anyway, it has no bearing on the issue here.
Sure, the buyer made a mistake by not reading closely enough before bidding. But it's not like the seller here came up with a different figure than what is stated in the auction, so the buyer has no reason to not honor the deal.
Wouldn't it be lovely if all buyers could step forward and say, gee, I didn't read everything in the ad before I bid, so I'm changing my mind? Chaos is what you'd have I think.
http://bjgrolle.freehomepage.com
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eventer
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posted on July 10, 2001 02:48:03 PM
Wouldn't it be lovely if all buyers could step forward and say, gee, I didn't read everything in the ad before I bid, so I'm changing my mind? Chaos is what you'd have I think
Possibly. But haven't you ever taken something to the checkout which you thought was one price (always lower it seems) only to find out it was MUCH higher?
Sometimes we take it back. Sometimes we shrug & pay the higher price. 
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gs4
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posted on July 10, 2001 03:08:02 PM
Mistake or not, that's not the issue here. What it comes down to is blackmail, pure and simple. My way or the highway.
Do hope they can work this out.
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mitzee
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posted on July 10, 2001 04:31:48 PM
I think some Sellers need to take a vacation for a day or two.
Shipping prices are outrageous these days, and many buyers don't have any idea just how costly they have become. There is no harm in questioning the Seller over his s/h (would be great if they did before using BIN though!). But in the final analysis, she agreed to pay the s/h fee, albeit reluctantly. So why the neg? Why report her to SafeHarbor?
If she backed out, ok. If not, but complained of the price of s/h, that is no reason for a neg. Afterall, most buyers buy because they do not sell or have an inventory of items for themselves. They would not be always aware of the high costs shipping has become.
Go gentle Sellers.
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peiklk
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posted on July 10, 2001 04:52:57 PM
mitzee --
read the responses IN ORDER.
I don't see anyone calling for negs AFTER she accepted her obligation in the deal. It was when she was trying to break her promise that we rightly suggested negging her.
Perhaps a day or two for the others is in order.
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mitzee
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posted on July 10, 2001 05:04:53 PM
peiklk
Just for clarification:
I did read the entire thread "IN ORDER" as you like to shout
I respectfully resquest that you do so as well and note that gs4 did in fact recommend a neg, FVF and report to Safe Harbor AFTER it was posted that the buyer had agreed to honor the BIN.
I hear that there are several low cost ticket vouchers for airfare to anywhere listed on eBay 
[ edited by mitzee on Jul 10, 2001 05:06 PM ]
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