posted on April 1, 2002 07:32:56 PM
Howdy All- Got one for ya..suggestions are really needed.
A bidder wins an item and pays via Paypal the next day. I ship it via Media Mail with DC about 36 hours later. This was March 5th. The item was scanned on the 6th at another PO (still in my state).
It has not been delivered or scanned since.
Bidder has been on me for two weeks asking about this item. I have informed him that I'll need them to fill out the form saying he did not get the item and I'd turn that and the DC slip in to the post office. I would then refund his entire purchase amount myself. I told him they would do nothing until April 5th (This is what the Postal Worker told me a week ago when I brought in the DC slip and asked him...)
He comes back with a load of questions that all seem to say that I was either a thief or very stupid... He only wants the item. He does not want a refund, he wants ME to locate this item and he wants it done NOW...
I just wrote him a note explaining this again..this time I was kinda stern.. I told him this was not my error but I'd issue a refund etc.. I have asked him to understand that I have zero control at the PO and can only follow their rules. I told him I did not use a lable that was going to fall off...
What else can I possibly do? I told him I cannot produce another from thin air, and that is just what he wants...suggestions?
posted on April 1, 2002 07:44:37 PM
How much was the item for?
My favorite bidder of the month just informed me that their father was mad that they bid, and may not give him money to pay for the purchase. But that is not certain. I replied that there are consequences for bidding, that it is a contract. It isn't for much, but to teach this one a lesson I think I might submit it to the mad collection agency just so they realize that there are consequences.
posted on April 1, 2002 07:48:35 PM
If you have delivery confermation, give him the tracking number and tell him to also track the item. Put some of the burden back on his shoulders just so he understands that you have done all that you can do. You should also track the item as well, just to protect yourself.
Good luck,
bp
posted on April 1, 2002 08:11:00 PM
I gave him the tracking number and I offered to do whatever I can, asked him to check on his end, he won't....he wants this item and nothing else...It is a Lp that sold for $5.99.
It is worth the stupid$5.99 and more to me just to end this long ordeal. I wish he's just accept a refund and be done with it..
posted on April 1, 2002 09:59:34 PM
Locally I have two places, not counting thrift stores, selling LPs for 50 cents or a dollar, with something like 20,000 LP's between them. I can also go 45 miles to the next city to a shop with another 15,000 or more, although not all priced as nicely. Perhaps you can come up with a bargain replacement, from a similar seller in your area?
Ironic, because I have had all mine lately sent via media mail... even the lot that showed up in an old used pizza box (Yes! they lined it with newspaper) came through fine.
You could tell him to watch the USPS auctions for it, too... lol
posted on April 1, 2002 11:01:48 PM
If the buyer is not willing to actually check himself that the item has been sent there really isn't much you can do except maybe telling him that he's obviously a complete idiot.
Personally, I would use harsher language but this is a public forum...
Worst case scenario if you tell him he's a moron is that he complains to eBay and you get permanently suspended. Depending on how much stress he is causing you, it might actually be worth the risk...
posted on April 1, 2002 11:34:43 PM
First I would be concerned that the angrier he became the more likely he'd leave bad feedback. I might just refund his money and keep on the track with the post office. Ask the bidder to please re-pay you or mail the album back if and when it arrives.
I had a similar experience last year with media mail. I mailed a video to a town not five miles from me and the poor guy didn't get it for SIX WEEKS!!! He was very nice about it although I think he thought I never mailed it. Gave me nice feedback when he finally got it.
Linda
posted on April 2, 2002 06:05:52 AM
He refuses a refund and there is not another one of these records on Ebay, it was a locallly made record from 1969 about the Moon Walk. I seriously doubt I'll ever find another for him, and I don't feel I should have to.
Where is it written that i have to find another for him? That was not part of the deal. I don't need to spend weeks/months/yeras trying to make up for this. I think HE is being unreasonable, not me...
I have offered everything but my first born son and really feel I've gone above and beyond for this deal.
This guy is causing me a great deal of stess over this and I feel I've done everything right. I don't want to be mean to him, but each Email he sends me makes my heart do flips and I am sick to my stomach. It is seriously upsetting to me. I have had to take Xanex twice twice over this...
I offered to send him the tracking reciept & register reciept and let him deal with the PO...He says that is my job.
Frankly, I have much more important things to do- and he is making it difficult to think of anything else.. Did he buy ME for $5.00?
posted on April 2, 2002 07:00:14 AM
kyms: Been there, done that, and have the bottle of Xanax to prove it.
You need to take care of yourself, first and foremost. Remember that AW is just words on a screen, typed by people who don't know you or fully comprehend your situation. Some wouldn't give a rodent's posterior about your problem even if they did understand. They simply lack empathy. A few are trying to figure out your eBay ID so they can get in on the fun and cause you trouble, too.
Now for your sucky customer.
There are some people who, as boys, tormented small helpless creatures. At school, they beat the stuffing out of smaller boys. Then they grew up and discovered eBay. This person is going to keep flogging you by email; that's what bullies do.
Here is what I would do, and believe me, I have dealt with more sucky customers than Carter's has pills:
1) Issue a full refund. Send it to him certified mail with a return receipt so he'll have to sign for it and you'll know when he received it.
2) Either: a) stop reading his emails. Set up a mail filter if you can, so you never have to see them.
Or: b) respond to each one with the same reply: "A full refund was sent to you on 04/02/2002. We regret that the item was lost in the mail."
Eventually he'll get tired of emailing. By then you will long since have gotten on with your life.
Once you've sent the properly-documented refund, you've done all you can to resolve the problem. Don't let him torment you further.
Anger, frustration and helplessness directly affect your health. It is SO not worth it for a $5.00 transaction. I think you know that. You stated the essence of it very well when you said "Did he buy ME for $5.00?"
posted on April 2, 2002 07:23:47 AM
you said,
This guy is causing me a great deal of stess over this and I feel I've done everything right. I don't want to be mean to him, but each Email he sends me makes my heart do flips and I am sick to my stomach. It is seriously upsetting to me. I have had to take Xanex twice twice over this...
////////////////////////////////////
i think you should find a new career,this retail business is not for you.
posted on April 2, 2002 07:32:38 AM
Hi, Sorry to hear you have the bidder from H.ll. I would like to suggest that you may want to call his post office, and see if by chance it is there and speak with the carrie who delivers the mail to this bidder. I have done this lots of times, and it may help and it may not. Wish you the best, and know that there are people who care on this board. Thanks, TL
posted on April 2, 2002 07:41:06 AM
kyms, follow fluffythewondercat's advice about issuing the refund that he has to sign for.
Remain polite and professional and just say it is out of your control. I know it's difficult but that's the only way to do it. The problem bidders always seem to be the ones that cause the most stress over the least amount for some reason.
Make sure to add him to your block bidder's list also. Good luck.
posted on April 2, 2002 07:42:53 AM
I am sending the refund and will no longer accept Email from this guy. I don't care about whatever feedback he may leave, I can defend myself with the tracking # and refund.
Thanks to people who gave helpful advice, sometimes I just need to be reminded of things I know... This will eventually pass, it just takes the fun out of my chosen job.
I love Ebay, it has been the one thing I have ever done well. It has changed my life. Maybe that is why I take things personally... I don't need to get a new career, but some people DO need to learn to have self control and manners.
posted on April 2, 2002 08:41:54 AM
OK, long ago when dinosaurs ruled the earth I managed a short string of concept shoe stores. I idiotically thought my customers would gain a few IQ points higher than their shoe sizes if I opened an upscale shop for myself. Ha. Within a month I hung my favorite office framed cartoon over my wrap desk... "Customer Service - Satisfaction Guaranteed" It was a picture of a weary man draped behind a counter in front of which was an endless line of unhappy customers. He said to his first grouch, "OK how about this... We refund your money, give you a new one, let you keep the old one and shoot the store manager. Then will you be happy?" Your situation made me think of my old cartoon.
posted on April 2, 2002 09:02:16 AM
No one said you *had* to replace it. But if you could do it for the same as you'd be out in refunding the guy maybe it's worth it to shut him up. That means a $1-$2 LP somewhere. You could do that if it was your typical music album. Local albums are tougher, although usually pretty worthless (unless you happen to live say in Michigan with a pile of early Bob Seger 45's). The weeks it might take to find another are not worth listening to him crab.
posted on April 2, 2002 09:16:49 AM
stopwhining: "the retail business is not for you."
Not at all. I know a lot of people who work in brick 'n mortar retail. Often their days are worse than ours because they have to deal with twits face-to-face, PLUS there is invariably a management chain that does not support people who work on the floor.
B&M retail is awful because 1) obnoxious customers believe they are always right; 2) you usually can't just toss them out of the store.
But with online retail, the seller does have some resources she can draw on. This community, for one. The use of mail filters. Educating herself about what the actual eBay rules are. Bidder block.
The bottom line for anyone who can't pre-select their customers is: you have to take care of yourself. Be knowledgeable. Be calm. Maintain perspective. And when it still gets to be too much, come here to vent.
posted on April 2, 2002 12:03:52 PM
After 30 days, you can file Form 1510 Mail Loss/Rifling Report and the PO will send it thru channels and your package might be found.
I've done this about 10 times in the last few years and about half the time the package turns up. I don't know if the PO found the package or the buyer was trying to scam me and didn't have the nerve to falsify an official USPS document stating that he didn't receive the package when he really did.
I had one guy who, coincidently, found his package on his garage floor the same day he got the mail loss form. He "guessed" that he must of accidentally dropped the package there. I can understand how an over-burdened person could drop a package, but I can't understand how he could miss seeing it on the garage floor for a month.
posted on April 2, 2002 12:33:27 PM
I don't understand how the PO can get away with this scam. Item wasn't scanned, meaning they lost it. They should cough up the money w/o requiring insurance.
I never cooperate with rude buyers. Give him the tracking number and wish him the best.
posted on April 3, 2002 08:52:34 AM
On the scanning issue....about half the packages I track are delivered without any scan at the final destination. It's not uncommon for them to never be scanned past the initial mailing point. A friend at my local PO tells me that the scanning equipment is poor quality and often doesn't register properly.
Given that, I've only had one package go absolutely black-hole missing. The rest have always turned up eventually.So there's still hope.
I'm so sorry your bidder is being rude and insistent. The problem is that you feel you can't do anything.....well, I thought of one thing that you could do if so inclined.
You have said you will refund his money, and that's a good idea. One other thing you can do is submit his title to several search services for old LPs and forward the results to him.
I have had good luck with:
Gemm.com
musicstack.com
I've looked at but not used:
promusicfind.com and
djangomusic.com
I am not saying you should buy the LP for him...I am just saying that he might be somewhat mollified if he can see that you went out of your way to locate another copy for him (and the secret trick is that it's really not much trouble. If there's a copy to be found without digging through a thousand dusty bins in a hundred stinky record shops, one of those sites will locate it.)
I am also not saying you should feel obligated to do even this much; after all, you're already losing money on this deal. It just might make you feel a little better that you did everything within reason and a little more even after this guy turned into a raging jerk.
This might also be a situation in which it's beneficial to pull his contact info and give him a call (maybe with the search results.) It's a lot harder to be rude to a nice person on the phone whose voice holds echoes of the stress he's putting you through. By the end of the conversation he'll probably be apologizing to you.
posted on April 3, 2002 11:34:35 PM
Wow, I was reading the latest before bed, now I am mad at your bidder and need a zanex, I agree with giving the money certified mail, not that you should have to and write the loser off, you can also give him that list of LP sites so he can spend his time searching for the darn LP himself and leave you alone. I would also call his PO talk to the carrier and make sure he is not located at the local mental inst, and can not receive mail. Good luck
posted on April 4, 2002 11:17:09 AM
If he absolutely refuses a refund, then I would leave it be until the PO finds the box. Inform him that you will accept that the package is just taking longer than normal and that if it takes x amount of weeks more, then your offer will still be open to refund the money in lieu of the album, since the PO will have, invariably, lost it.
posted on April 6, 2002 05:57:50 PM
I am currently dealing with a similar situation. Against my better judgement, I shipped an item to England. I do not like shipping outside the USA and I make this very clear in my auctions. Well.. the auction ended in Mid-March and her item has not arrived. Her email basically said "I am not happy. I've rec'd other items I ordered after yours and I want my money back" I informed her that if I offered refunds to every person who claims that their item never arrived that I'd quickly get eaten alive by dishonest bidders. I told her that I can provide her with proof of shipping, and that I cannot control what happens to an uninsured item after I've paid for it's shipping at the post office. I have lovely ebay feedback (327 auctual GLOWING positives.. NO negatives, NO neutrals!) and I want to keep it this way.. but I also don't think I should be punished for fulfilling my end of the bargain, especially with her righteous "give me my money back" attitude. Any suggestions?
Thanks!
Elsewhere
posted on April 6, 2002 09:11:02 PM
You've stated your policy, there is nothing more to say. It can take a month or more for a package to make it to England; most people in the UK I've talked to actually KNOW this. It seems you've got one who ignores the facts.
