posted on October 12, 2006 07:53:42 AM new
I sold two postcards to a man in Italy and shipped in July and left positive Feedback. Evidently they were never received. He sent me emails but they must have gotten blocked by AOL because I didn't get them and I do not use ebay's message center. He left me two negatives in September. I refunded his payments anyway (I guarantee delivery) figuring that the Italian post probably pilfered the mail (Emil insists on using interesting stamps for European shipments and mostly it's ok but I think in Italy it's a little too tempting for the mailman to pass up). Anyway...I got an email from ebay today that the buyer requested FB withdrawal on both items! YIPEE! I have never even attempted FB withdrawal because I leave positive FB when I ship the item.
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posted on October 12, 2006 09:17:32 AM new
I found myself exhausted from trying to deal with email AND the message center. When buyers feel compelled to keep you advised every step of the way ("I have licked the stamp and placed in on the envelope", "I just put your payment in the mail" there are just too many emails/transaction. I can't keep both places updated and finally decided to read messages in one place or the other. I get a copy of everything from the message center in my email (unless it is rejected by AOL for some reason) but the message center doesn't get my emails. The choice was easy: email above message center. My FAQ says that if you ask a question and hide your email you will not get an answer from me. I never answer "Use the Yellow Button" emails and if I need to deal with something in the message center I log in from the ebay site (not through links)and deal with it. I don't ever click on links in emails and if I can't tell what the message is about, I delete it without opening.
posted on October 12, 2006 11:33:00 AM new
Neglus, I was just wondering how other people deal with the multiple versions of the same message. I am trying to ramp up my listings and the questions are driving me crazy. Not only the number of them, but the fact that they sometimes show up one place long before the other (ebay messages vs email) I spend way too much time trying to reconcile. Also matching up user id's with regular emails.
I just had a customer with an aol address who is livid because I hadn't shipped her item. I answered her questions through the message center and obviously she doesn't even know it exists! Definitely never read any of my replies before firing off her next "ask the seller" question. Newbie.
posted on October 12, 2006 12:51:35 PM new
I found out from Neglus that you can create an Ebay supported FAQ which answers most people's questions. It pops up automatically when they click "Ask Seller a Question". It has been great! Most of my questions were answered on the listing, people just wouldn't read. They have to read the FAQs to get to the part to send me a message. A number of people have commented positively about that "service"
I try to drive all "first round" communication through eBay Message system. After the transactions are completed, then I maintain contact through gmail using Filters.
posted on October 12, 2006 04:32:46 PM new
ON your "my ebay" page, click on Preferences, then underneath Selling Preferences there is a Ask Seller a Question line and click on that. YOu can customize the page from there.
posted on October 13, 2006 07:31:50 AM new
Gee I didn't know you could do that either - the FAQ thing. You guys are great - I learn so much here.
Neglus - thanks for sharing a good buyer's story - we hear so many bad ones.
I have a great story as well. I sold a brooch about 3 weeks ago out of my store but when I went to ship it, it was nowhere to be found. I wrote and offered another item, a refund or she could continue to wait until I found it. She said she would wait. She left me great FB without the brooch or a refund? Yesterday I found it and shipped it - added some earrings as well. She is so excited. Made my day.
[ edited by ladyjewels2000 on Oct 14, 2006 02:18 AM ]
posted on October 13, 2006 08:37:51 PM new
NEGLUS,
I've sent around 7 packages to Italia this year (total value approx. €850) and all arrived without incident. They were sent Letter rate Airmail and each had a CN22 customs label attached - all arrived without attracting Italian value added tax (20% l'IVA) so the buyers were VERY happy. Payment was made direct into my Euro bank account so there was little reason for the buyers to make a false report of "item not delivered", as unlike PayPal, we only refund after the Post Office does a proper investigation. On the few occasions where items have been slow to arrive (usually only certain European countries e.g. Austria), it's usually the fault of their Customs & Excise.
HINT: the key to recovering lost or undelivered packages is to always have a return address covered in clear plastic tape, plus a copy on the enclosed invoice or sales receipt. If the package is waterlogged or damaged enroute, then the delivery and return addresses will likely still be readable so you can get the item back and/or awarded compensation for postal damage.
there are just too many emails/transaction. I can't keep both places updated and finally decided to read messages in one place or the other. I get a copy of everything from the message center in my email (unless it is rejected by AOL for some reason) but the message center doesn't get my emails. The choice was easy: email above message center. My FAQ says that if you ask a question and hide your email you will not get an answer from me. I never answer "Use the Yellow Button" emails and if I need to deal with something in the message center I log in from the ebay site (not through links)and deal with it. I don't ever click on links in emails and if I can't tell what the message is about, I delete it without opening.