posted on June 18, 2002 08:42:13 PM
After a very ....difficult month with bidders, I am considering adding the following note to my (generally very friendly, I think...) TOS. I'd be grateful for a few opinions....
Just to let you know how my TOS looks now, I have a basic rundown in large, bulleted type at the top, with the general policies, and a more explanatory version below that with different accomodations I'm willing to make (one example: The top bulleted list says "You pay actual USPS priority shipping plus insurance" and the narrative terms say I'd be glad to discuss alternative shipping methods but the buyer has to realize it might take longer to get their parcel that way.) I've actually gotten comments from a few eBayers who told me my TOS were more user-friendly than most.
Maybe too user-friendly. Lately, I have had an inordinant number of bidders who want to change the rules. Like: I require insurance on every auction that starts for more than $15, or an item that would be considered a collectible. I had two bidders argue with me that they didn't want their item insured. Both times, I calmed them down by offering to ship 1st class instead of priority and use the difference for insurance. Fortunately, they got their packages relatively quickly. I also had a bidder that insisted on using a payment service to which I did not belong. (C2It.) I finally had to surrender my Paypal "personal account" because someone sent CC payment to that account - despite clear instructions in my TOS and three different emails to them that CC payments were only accepted in the biz account. So now I don't even HAVE a personal Paypal account. (He made it very clear that he would not reverse the payment and either make it to the right account or use a bank transfer, and unfortunately, I'd already left him positive feedback.)
So here's the wording I'm considering:
Please read my auction terms, and understand that I have adopted my policies to protect both my bidders and myself from potential problems after the auction. If you see something in my auction that raises a question for you, please ask it before bidding or using Buy It Now to avoid potential conflict after the auction ends. I'll do my best to get back to you with the info you need.
I DO gladly make accomodation for people when they need it (I've extended payment dates, downgraded shipping, accepted checks from bidders who normally wouldn't qualify etc.) but only if they ask, reasonably politely, and usually only before the auction ends. I'm afraid this addendum is too wordy but I am really struggling with a way to say "Hey loser, read the rules before you play the game" politely.
[ edited by msincognito on Jun 18, 2002 08:44 PM ]
posted on June 18, 2002 09:54:21 PM
I am just wondering if they didn't read what you had before why do you think they will read this?
Solution to the personal paypal account - don't give out your PayPal address until you know if they are using a credit card - then give them the biz account or a transfer - then give them the personal account.
posted on June 18, 2002 10:20:07 PM
Okay what would you do if they didn't buy insurance. Would you refund or would they be out the merchandise and money.
posted on June 19, 2002 06:10:16 AM
As you said, you may be a little too user friendly. If you had simple, no-choice shipping rules your buyers wouldn't see your TOS as an invitation to ask for special treatment.
Shipping is a part of ebay that sellers should keep as simple as possible. We have enough other things to occupy our time, and time spent on mailing doesn't do anything to increase our business.
posted on June 19, 2002 08:42:06 AM
In 6+ years on eBay, we haven’t had but possibly 4 people complain about our rigid policy of all items being insured. When push came to shove, those 4 paid up, as it states in our TOS that Insurance is required. We don’t offer choices in our TOS, to me it only opens doors for time consuming controversy and/or discussion.
Normally, 0-6 pounds goes USPS, over 6 pounds goes UPS. All are insured, and on our USPS shipments all have DC (free to the customer). We seldom if ever have a problem with our methods of shipping. Once in a blue moon, someone will want a LARGE package delivered to a P.O. Box, which obviously UPS doesn’t do. Initially, they may get a bit upset when they have to provide a “physical address,” but seems to understand, if the large item were shipped USPS it would cost them a great deal more.
