posted on October 11, 2001 06:41:10 AM
This is my first time posting although I'm a faithful "lurker"...so I hope I'm doing this correctly. I have a "problem" buyer...auction ended on 8-25, buyer pays on 9-8, I shipped item on 9-15 and left positive feedback. Buyer left positive feedback on 9-18 with no further contact so I thought all was well. Buyer emails me on 9-29 wanting to know where the package is. I emailed back that I had assumed it had arrived since they had left positive feedback...I didn't hear anything else from the buyer until this morning and she wants to know why I'm relisting the item that she paid for and didn't receive, and wants an immediate response or she is going to safeharbor. These two books are similar in topic, but are entirely different. I would appreciate any suggestions on how to word a response to this person. Thanks!
posted on October 11, 2001 06:46:21 AM
Sounds like she left feedback in response to yours rather than having the item in hand. Further, it sounds like the book may have gotten lost.
What, if any, policies do you have regarding items lost in the mail? And how did she pay for this, BP, PP, check?
posted on October 11, 2001 07:03:49 AM
Note when your item was shipped....4 days post WTC...
I've got a number of items from that week that are still floating around out there...
A USPS insurance claim for a lost package can begin at 30 days....today marks 30 days from the WTC/Pentagon tradgedy so it's coming up quick for your customer's item if shipped with insurance.
I've been working with my customers all along (jewelry buyers) regarding shipping problems related to the mail slowdown post WTC....I've explained numerous times and have referred the buyers to threads on AW where this is discussed to allay their fears.
If this customer has good buyer feedback and your gut tells you that the book indeed is lost, I would seriously consider refunding if you did not insure the shipment. Most likely it is a modest amount although I know books can get quite expensive. I'd give it 30 days just like USPS requires and then, if nothing, refund. (I'll assume you have no similar item to substitute).
How to word? Apologize for the delay, even if it isn't your fault. Ask the customer how they think this should be best rectified. Then listen....and do what your instincts tell you to...
posted on October 11, 2001 07:05:36 AM
DID YOU HAVE SOME KIND OF MAILING PROOF? IF YOU DID NOT, LEARN A LESSON HERE. ALWAYS GET SOME FORM OF PROOF. INSURANCE, PROOF OF MAILING. NEVER, NEVER, NEVER LEAVE FEED BACK FIRST AS THE SELLER. (NEVER ASK FOR IT EITHER) THE DEAL AIN'T OVER TILL THE BUYER IS SATISFIED. YOU, AS YOU NOW CAN SEE COMPLETED NOTHING. IT IS DONE WHEN THEY LEAVE "YOU" POSITIVE. SHE LEFT YOU POSITIVE WITH NOTHING???? GO ON TO YOUR NEXT PROJECT. ONCE THE FEED BACK IS DONE AS IT IS. THEIR AIN'T NOTHIN' ELSE TO TALK ABOUT. SHE MAY WELL HAVE THE BOOK IN HAND AND IF SHE DON'T SHE WAS A FOOL TO FEED BACK BEFORE. SOUNDS LIKE SHE WANTS MORE FOR NOTHING. BEST OF SALES. 3000 SALES, 2 YEARS, 660 FEEDS, 10 NEGS, TONS OF EXPERIENCE AND LESSONS LEARNED. OH!!! ALSO IF YOU SHOULD EVER GET A NEG, IT WORKS TWO WAYS, THEY NEG YOU, YOU NEG THEM. WRITE THAT IN YOUR "'ME" PAGE. NEVER HAD A NEG SINCE.
posted on October 11, 2001 07:25:03 AM
Email your buyer the url's for both her auction (it's still there) and for your current, similar, auction to show her that you are not selling "her" item.
If you used delivery confirmation (& cases like this is where it comes in handy), re-send her the number so she can look it up on the USPS site as proof you mailed the item. It might even show what happened to the package or where it last passed through.
If not, did you keep the receipt from the post office? That will show that you mailed the item to her & you could scan it & send it to her in an email.
posted on October 11, 2001 07:35:40 AM
This is where delivery confirmation comes in handy. Perhaps you should check out the fre e-Delivery Confirmation mentioned in other threads in this forum.
That is not to say that there can be a package that really does go astray and has no delivery scan, but it has only happened to me once in over a year.
posted on October 11, 2001 08:52:32 AM
I mailed a book media mail at the main Nashville post office on Saturday, September 15th to Las Vegas. It just arrived yesterday.
