jandel
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posted on October 16, 2001 09:09:21 PM new
Got a winner who paid on time, refused offered insurance, and now says package never arrived. I did a PO trace anyway and nothing ever came of it. I WAS going to send her another - we're only talking a few bucks and she's got impeccable, high feedback - you know, just the kind of repeat buyer you want to cultivate. But...before I get a chance to e-mail and tell her this she whacks me with a neutral: "Very nice, but item never received-next time will always get insurance"
Now I'm irked. Would you respond to her fb? What would you say if you did? Let it go? Send her the replacement anyway? The neutral doesn't hurt me in the least - it's the darn principal, and I'd already left her glowing fb.
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rarriffle
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posted on October 17, 2001 02:06:10 AM new
I would go ahead and send the replacement, then reply to her feedback that you did that. ask her to reply to that reply affirming it was settled.
Or just let it fade away down the page and send replacement anyway. It is actually not a bad neutral.
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BlondeSense
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posted on October 17, 2001 02:33:59 AM new
Let it go. Or take rariffle's suggestion. I figure this is what a neutral is for. You really can't expect a positive if she never received the item, and she didn't throw the blame on you and leave a neg. I probably would have done the same thing in her shoes, aknowledged that I should have bought insurance, yet give other bidders a heads up just in case this is a recurring problem with a seller.
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capotasto
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posted on October 17, 2001 05:31:20 AM new
Send her another, she may become a good repeat customer.
"then reply to her feedback that you did that"
I wouldn't - it might encourage others not to pay for insurance. Might be best not to respond to the FB at all.
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litlux
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posted on October 17, 2001 07:13:08 AM new
I would send the replacement, post positive feedback along the lines of "Sorry first package didn't arrive, replacement mailed 10/00" and then go check out free e-delivery confirmation. If you had used it you could have responded to your nuetral with "USPS confirms delivery see #0000000000000000."
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jandel
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posted on October 17, 2001 08:25:46 AM new
Thanks for the advice - I think I will send the replacement anyway - there's nothing in her feedback to suggest this is the norm for her and she did pay very quickly. I need all the repeat business I can muster!
I just wish she hadn't jumped the gun on the neutral, but in the end it's no big deal. I don't think I'll respond to it - capotasto has a valid concern.
As for DC - I only use it if they pay with a credit card through Paypal or Billpoint or if it's over $50. Might have to rethink that policy.
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katiyana
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posted on October 17, 2001 08:32:38 AM new
jandel - since USPS now offers free DC via their website, there really isn't a reason not to use it on every USPS Priority mail package (I have heard the media mail version on the web will be coming).
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Zazzie
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posted on October 17, 2001 10:13:09 AM new
cool---will the media mail one be free too??
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thatfigures
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posted on October 17, 2001 10:24:34 AM new
Do you have to have a laser printer for online DC?
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wlaschin
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posted on October 17, 2001 10:25:56 AM new
If she did not opt for the insurance that was her choice. I assume you can prove it was sent since you did a trace, if so I would send her nothing...
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soldat2
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posted on October 17, 2001 02:42:03 PM new
>Do you have to have a laser printer for online DC?<
No, a good inkjet is fine. We set ours on best print quality and the scanner will work through the clear tape on the package.
No problem.
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icyu
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posted on October 17, 2001 03:19:49 PM new
I don't think I'll respond to it - capotasto has a valid concern.
She'll be so shocked at your great customer care that she'll probably post a followup to her original neutral feedback anyway, thus giving away the "secret" that you make good on uninsured packages...
Edited to add: IMO, not responding to a neutral like this - especially when you remedy it so well - is much more damaging to your reputation that avoiding the potential insurance scammer is to your bank account.
[ edited by icyu on Oct 17, 2001 03:28 PM ]
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