posted on October 19, 2002 07:08:40 AM new
I'm just getting back to selling after many months, and as I recall it took several tries and many tweaks Before I got it right in regards to:
A) not having multiple notices sent to my buyers by paypal, auctionwatch, etc. etc.
B) being able to make it easy for the buyer to pay shipping charges, but with the ability to change the amount if combined charges apply or if they request a different shipping method.
Can any of you seasoned sellers give me some advice on what steps to take and what preferences I should use for the best results? I'm going to be launching a bunch of pending auctions in the near future and I don't want to screw it up!!
posted on October 20, 2002 08:30:44 PM new
First is never send an automated WBN to any bidder. Always send a personal e-mail with all of the info needed to complete the transaction. The biggest turn off as a buyer is the complete coldness of the automated WBN's along with the extreme difficulty to use them. You will have many many more happy customers if you deal with them directly.
Now I am not saying to write every WBN new from scratch. I keep a copy of mine in a file, then copy and paste it into an e-mail, then fill in the blanks for the auction. This process takes about a minute to do and all of my customers appreciate the ease of the instructions in the letter. And yet, it is much more personal than any automated WBN.
[ edited by stonecold613 on Oct 21, 2002 09:34 AM ]
posted on October 21, 2002 09:16:43 AM new
That might be a bit of an overgeneralization, stonecold613. We send out our own invoices automatically but the buyers believe it's typed by hand by a real person.
The difference between us and these auction management systems (AW, Andale, PayPal, ad nauseam) is that we don't direct buyers to a Storefront page. Surveys have shown that about 50% of buyers absolutely HATE having to go to a Storefront to finalize a transaction.
Using a Storefront is like holding the buyer at arms' length and scrinching your eyes shut so you don't have to see him. I believe that the interaction with a real person is the prime reason why some people bid on eBay to begin with. It might not be a large percentage of eBay buyers, but that factor is definitely there.
posted on October 21, 2002 11:28:17 AM new
As a buyer I really hate getting a flurry of automated EOAs that seem very robotic. Usually these robotic responses make no provisions for multiple purchases or possible state taxes, etc.
As a seller I only send out one form letter with full details and I send it out as fast as possible after the end of the auction. I absolutely hate getting the first email from a seller three days after the close of an auction. It's usually the same lame excuse of "sorry, my computer went down".
posted on October 21, 2002 02:44:58 PM new
[i]As a buyer I really hate getting a flurry of automated EOAs that seem very robotic. Usually these robotic responses make no
provisions for multiple purchases or possible state taxes, etc. [/i]
We've considered this. Multiple purchases make no difference, since we don't combine items for shipping. We tell buyers one payment is OK if you don't want to write multiple checks, but we do figure our buyers are bright enough to use a calculator, so we don't send out totals. Besides, with our folks, you never know when they're done bidding.
Our EOA has an in-state total (inclusive of tax) and out-of-state total (exclusive of tax).
posted on October 21, 2002 02:53:25 PM new
The easiest thing to do is make a Word (or whatever) document that covers all over your bases. Then all you have to do is paste it into your e-mail and add the particulars.
Those automated thingies are annoying and often have the wrong or no shipping costs. I hate them and won't use them.
posted on October 23, 2002 08:26:59 PM newWe've considered this. Multiple purchases make no difference, since we don't combine items for shipping. We tell buyers one payment is OK if you don't want to write multiple checks, but we do figure our buyers are bright enough to use a calculator, so we don't send out totals. Besides, with our folks, you never know when they're done bidding.
This is why so many buyers are getting turned off by powersellers. They just simply do not provide good customer service. Kind of like going to McDonalds and having to ring your own orders on the cash register.
posted on October 26, 2002 11:46:41 PM new
I'm suprised to see a power seller doing one email at a time, even if it is cut and paste. I use AW's WBN but have customized to the point that it looks like a much more personal letter. It includes the bid amount and shipping automatically and all the data they need. When the buyer responds with a reply, I acknowledge with a very short personal response. I NEVER have deadbeat bidders, and feedback of 217, none negative. I am working toward being a power seller, and realize it's lots of long, hard work.
The only seller that ever really made me feel "put off" was one that had a statement in his auction that said not to email him because he never read it! Not sure if he was a power seller yet, but he did have a s__load of auctions running for batteries. Imagine the problem when I sent him a Paypal payment using the icon in his auction, and it was linked to someone else's account. Luckily, the third party sent the paypal payment back to me and I did eventually reach the stupid seller.
He also charged me $6.50 for shipping 6 AAA batteries. They arrived in a small paper envelope. But don't let me start one of those whiney a$$ threads about shipping. I hate those.
[ edited by meadowlark on Oct 26, 2002 11:55 PM ]
posted on October 27, 2002 01:22:49 AM new
I use WordPerfect's mail merge to create WBNs. It's simply a matter of filling in five or six fields in a dialog box. The letter is personable enough IMO. It takes about ten seconds to create. It includes a second page which bidders can print and send back to me. I've found this is the best way to get the information I need from buyers.
Congratulations, You are a winning bidder for eBay item #123456789, Gorgeous Green Dress. Please read this entire message for important payment instructions.
Total due for Gorgeous Green Dress is $59.99, which includes your bid of $49.99 plus $10.00 shipping and handling. If shipping within CA, you must add $4.13 sales tax. International customers contact me for a shipping quote.
Personal checks accepted for amounts under $20. For purchases of $20 or more, please send a money order/cashier's check. I also accept credit cards via BidPay (www.bidpay.com). SORRY, NO PAYPAL!
Please add $1 if you wish to insure your package. Insurance is optional. I am not responsible for uninsured items lost in the mail.
Send payment to:
Steven Arnold
My Street Address
My City, State, ZIP
Please send payment promptly. Include the ITEM NUMBER and your registered EBAY EMAIL ADDRESS along with your payment and with any email communication. For best service, print and fill out the form below.
posted on October 27, 2002 04:35:01 AM new
I am fortunate in being able to give fixed s/h/i charges in the listing. Given that, I use AW wbn all the way. I use a modified wbn, never automatically sent. 1 click sends the wbn; 90% of the buyers respond within 2 or 3 days; when I get paid I enter the amount and 1 click prepares the mailing label and invoice; when item is mailed 1 click sends the mailing notice; etc, etc,etc. I hear that this doesn't work out for some sellers, but for me there is just no easier or more exacting way. And for priority mail, you can even enter the tracking # at mailing time and later a couple of clicks automatically checks tracking status. Also, if I don't hear that the item arrived in a few days, I edit the "item shipped" message a bit and send it again.
[ edited by rgrem on Oct 27, 2002 04:40 AM ]
posted on October 27, 2002 05:21:33 AM new
What I love is when I get a money order in the mail without any idea who it is from, no auction number, no name, just my name on it.
