posted on April 4, 2009 05:41:09 AM new
I have a buyer who won 7 jewelry auctions, The total is 251.84
Each auction has the shipping price listed and insurance is included in the shipping price.
She asked if I combine shipping I said yes
I sent her an invoice charging her one shipping price of 5.00, and I added insurance to the shipping price for each item which is 55 cents for each item, (this is what I pay for the insurance, I didn't pad the bill)
She writes back and wants to know why she is paying for insurance because the listings say insurance is included in the shipping price.
I have explained this to her for the past week over and over and again she writes me last night wanting to know why she is paying for insurance. I have explained this to her in detail. She is an experienced seller and buyer so she should understand what I explained.
I also told her that combined shipping is where you pay shipping on one item and an additional 1.00 I would have changed for each additional item. But I didn't do that I gave her a big break and only charged her shipping on one item and 55 cents (my cost) for each item to insure.
I told her I can not ship these jewelry items without insurance and I am not going to be the one that pays for insurance when she is not paying shipping on each item.
This is the email I am sending her today, I am through explaining this to her.
Hi
you are an experienced seller and a buyer so I know you do understand what I have already explained to you.
If you want a true combined invoice the way it should be done let me know and I will send it to you. You will pay full shipping on one item and a 1.00 for each additional item. That is combined shipping. Your combined shipping total will come to 11.00 That is how combined shipping works, but I'm sure I don't need to explain this to you since you already know this.
You have a choice to either complete the transaction with the invoice I sent or you can decide not to complete the transaction.
Your items will not be shipped without insurance and I am not going to pay the insurance for you since I gave you free shipping on 6 items. My listings do not mention FREE shipping and I will repeat myself again, insurance is only free when you pay shipping on an item, Insurance is not free if you don't pay shipping on an item.
There is nothing more for me to explain to you so please don't email me again asking me the same question because I will not respond. I am finished explaining this to you
Regards, tonimar1
*****************
Please give me your thoughts on this problem Am I missing something? Or Am I being unreasonable? Because if I'm wrong I will correct the problem.
toni
posted on April 4, 2009 06:36:25 AM new
Most insurance is based on the total value of the package, not the number of items - so to her, it looks like you are overcharging - the usps.com or stamps.com total cost for insurance for $250.00 should be in the range of $3.50 - $4.50. If you are using another type of insurance, explain that to her.
Now, for a $250 sale when the economy is in the toilet, I wouldn't spend a week arguing over $3 - it's not worth it. If you are happy with your selling prices, either offer to split the difference or just eat the cost - it's minimal and you are just cutting off your nose to spite your face.
I'd be ticked too if I were her, granted, she is nitpicking - but so are you. Your explanation is confusing and you do say insurance is included.
~~~~~~~~~~~~~~~~~~ Caroline
posted on April 4, 2009 06:37:37 AM new
Just change your shipping to include insurance for all 7 items!
*
Economic Reform act of Chairman Obama of the socialist States of America :
10 ounces of meat per month,half a yard of cotton per year per adult.
Hellilujah!
Stamps.com insurance is 4.10
USPS insurance is 4.60
my charge to her is 3.85
she is saving on shipping with the company I use.
So my mistake was not charging her 1.00 extra as combined shipping and then insurance would have been included and she would be paying 11.00
So the more of a break you give the buyer the more they want
If insurance is included in the shipping price of each item and the buyer is not paying shipping on each item how do you figure that I should be the one to pay the insurance?
carolinetyler said: I'd be ticked too if I were her, granted, she is nitpicking - but so are you. Your explanation is confusing and you do say insurance is included.
~~~~~~~~~~~
yes I say insurance is included in the shipping price but she is not paying the shipping price for 6 items, so how do you figure that I should be the one paying the insurance? please explain this so I can understand it.
hwahwa: Just change your shipping to include insurance for all 7 items!
posted on April 4, 2009 07:17:47 AM new
You should have said shipping is 8.85. I think that's what hwahwa is saying, too. Your buyer seems to be hung up on you saying you are charging for insurance. So just tell her that's how much the shipping is and the insurance is included.
posted on April 4, 2009 07:18:01 AM newI also told her that combined shipping is where you pay shipping on one item and an additional 1.00 I would have changed for each additional item. But I didn't do that I gave her a big break
Once you set forth your terms, you need to stick to them or people get confused.
You think you're being accommodating here, she thinks you're trying to take advantage.
At this point it's probably just best to eat the insurance, but in the future follow your own rules and don't give anyone a "break".
As everyone knows, I don't combine shipping for anyone, ever. It's horrifying, I know, but at least customers know exactly what to expect. I haven't gotten a complaint about this in years.
posted on April 4, 2009 09:16:09 AM new
"Each auction has the shipping price listed and insurance is included in the shipping price."
"If you want a true combined invoice the way it should be done let me know and I will send it to you. You will pay full shipping on one item and a 1.00 for each additional item. That is combined shipping. Your combined shipping total will come to 11.00 That is how combined shipping works, but I'm sure I don't need to explain this to you since you already know this."
"I also told her that combined shipping is where you pay shipping on one item and an additional 1.00 I would have changed for each additional item. But I didn't do that I gave her a big break and only charged her shipping on one item and 55 cents (my cost) for each item to insure."
I guess the question I have, is the $1.00 for each additional item stated in your items description? And, why are you insuring for each item? When the items are placed into the package, all are insured for one price, not their individual prices.
Further, what was the original shipping price per item, before they were combined?
Since you stated in the original terms, " ... insurance is included in the shipping price." You must honor those terms.
Is your margin that close that you have to be concerned about all of this? I would tell her that you made a mistake in your calculations, put everthing in a USPS Priority package and walk away with your cash. The sale is done, you have posted terms, so honor them.
posted on April 4, 2009 09:46:47 AM new
You should have said shipping is 8.85. I think that's what hwahwa is saying, too. Your buyer seems to be hung up on you saying you are charging for insurance. So just tell her that's how much the shipping is and the insurance is included.
/////////////////////////
Yes,this is what I mean,just sent her a new invoice.
It is not worth arguing with her or with anyone on this board,this woman must be a reseller and wont take an extra 50 cents into her cost of merchandise!
I sell many small items and buyer gets combined shipping,insurance is optional,no one ever argue with me like thatne item is 4.95 and 2 items is 6.95 and more will be 9.95,they are just happy I combine shipping!
*
Economic Reform act of Chairman Obama of the socialist States of America :
10 ounces of meat per month,half a yard of cotton per year per adult.
Hellilujah!
posted on April 4, 2009 09:58:33 AM new
kozersky said: I guess the question I have, is the $1.00 for each additional item stated in your items description? And, why are you insuring for each item? When the items are placed into the package, all are insured for one price, not their individual prices.
Further, what was the original shipping price per item, before they were combined?
No I don't have combined shipping listed on my auctions, she emailed and asked me if I combine auctions and I said yes, I didn't give her any details other then yes.
The place I used only gives you the choice to insure each item they don't combine everything that one buyer buys, so I have to pay 55 cent for each item in the package, but it still comes out cheaper then with stamps.com or USPS.
Each auction that she bought the shipping cost was 4.75ea for each of 6 auctions and 5.00 for the 7th auction.
I really thought I was doing the right thing for her but next time I will not worry about the buyer I will only worry about what's right for myself.
I also thought I was doing right since she only paid to ship 1 item but I included the other 6 items in the same shipping so I thought that she should pay for the insurance since I gave her the 6 for free, meaning I didn't charge her any money for shipping on the 6 items. But if everyone here feels I should pay for the insurance well then, guess I was doing it wrong.
toni
I forgot to add that my margin is not close but that is not the concern here for me anyway.
[ edited by tonimar1 on Apr 4, 2009 09:59 AM ]
posted on April 4, 2009 10:17:26 AM new
Well she just emailed me again telling me she is tracking my email and whats to know why I don't respond to her since she knows I have read the emails.
I just responded to her
I thought I was giving you a break by not charging you at least 1.00 more for each auction as combined shipping ....I was only asking you to pay 55 cents on each auction to cover insurance, no charge for my material or handling fees were added. But I guess I was wrong.
I know you will not be happy till I take off the insurance fee so consider it done. I would rather you be a happy buyer then to feel I am taking advantage of you. take off the insurance fee and just pay the shipping .
posted on April 4, 2009 03:11:41 PM new
I ship using USPS. If I had this situation, I would insure it for less since the possibility of it getting lost are remote. If you insure it for $200. The cost is only $2.70.
In the unlikely possibility of the package disappearing, I will assume (I know, I know) that the $200 insurance will more than cover your cost of the items.
posted on April 4, 2009 06:59:22 PM new
Part of your problem is in the meaning of "insurance included in shipping." The way I read your posts here, I don't think you mean it that way.
_____________________
"Here in America we are descended in blood and in spirit from revolutionists and rebels - men and women who ***dared to dissent*** from accepted doctrine. As their heirs, ***may we never confuse honest dissent with disloyal subversion."*** --Eisenhower
posted on April 4, 2009 09:06:40 PM new
Your listing states, "Insurance is included with shipping".. That means if you offer free shipping, then insurance coverage is also free.
posted on April 5, 2009 04:31:11 AM new
Yes stone, I do say insurance is included in the shipping price.
For each auction there is a shipping price and that price has the insurance included The shipping cost is 4.75 with insurance. This is for one item on each auction, This covers my shipping, insurance, listing fee & selling fees. etc.
My profit on my jewelry is just that profit which everyone should get on merchandise when they sell. That profit should not be my expenses to do business.
Now I combine 7 auctions all into one package for 5.00... like a jerk, .Now there is no money to pay for insurance because the cost of shipping used up the whole 5.00
But hell, between paypal fees, listing and selling fees, material fees, insurance fees......all came under 20.00 ....thats a cheap price to pay to learn a lesson that I already learned years ago, but seemed to forget.
This is what I put in my new auction listings. Does this seem fair?
I will combine Jewelry auctions. The shipping cost will be the highest shipping price plus $0.75 for each additional auction that you win.
I am not mentioning I give free insurance in the shipping price If I want to insure an item I will without mentioning it to the buyer.
posted on April 5, 2009 06:18:15 AM new
Make it easy on yourself. If a customer you don't know asks you to combine shipping email and say "Sorry I don't combine shipping your orders have already been processed."
If its a repeat customer say I don't usually combine shipping but for you I'll discount shipping.
posted on April 5, 2009 06:36:56 AM new
The problem with telling customer your order has already been processed is that they dont pay right after each auction close,they wait till they are all done with bidding and then pay the 'last' combined invoice you sent them.
Tonimar,
to get seller protection,you need signature confirmation ,not insurance.
U-PIC and DSI insurance are cheaper than USPS.
*
Economic Reform act of Chairman Obama of the socialist States of America :
10 ounces of meat per month,half a yard of cotton per year per adult.
Hellilujah!
posted on April 5, 2009 06:57:19 AM new
more thoughts:
hwahwa, signature confirmation is only good if the package arrives. If you have DC or anyother signature or delivery confirmation if the package is lost and no insurance, you lose even if you can prove the package was sent.
I detail combined shipping if the items can easily and safely travel together. I charge at least $1.00 for the second item to encourage multiple purchases. If the items are larger or heavier, they need to contact me for quotes on shipping with their zip code.
If they paid for multiple items on individual invoices without waiting for a combined invoice. I ship them separately and do NOT refund any shipping fees. I have refunded monies in the past and then they take their sweet time paying or change their mind and never pay.
My TOS says WAIT for invoice reflecting discounted shipping!! Must be paid for in one invoice. If they pay in one invoice, but pay double the shipping, I will refund the difference.
posted on April 5, 2009 10:33:10 AM new
"My profit on my jewelry is just that profit which everyone should get on merchandise when they sell. That profit should not be my expenses to do business."
Where do people get these ideas? Any and every efficiency that you can wring out of your business goes towards your net profitability.
If you are able to negotiate a favorable shipping discount with Fedex, you are not, as you imply, duty-bound to pass on this savings to the customer because it is not merchandise related...everything in business is profit related.
posted on April 5, 2009 10:52:21 AM new
pandorasbox.....Where do people get these ideas? Any and every efficiency that you can wring out of your business goes towards your net profitability
yes, of course your right I agree with you 100%
I was not saying differently then what you said,
But in this case my brain when on vacation so I had no control over what I did....lol But believe me it will never happen again, and that is a FACT.
posted on April 6, 2009 08:47:46 AM new
Most people wouldn't make an issue of what you are telling her... but you have found the one person who is making an issue, likely because you keep throwing out different information to her. I think you are frustrated that you left a loophole for her to jump through and that is exactly what she did.
If you want to continue to waffle over $3.85, then call her and discuss it over the phone. If you want her money, you should make an effort in explaining this to her over the phone.
You need to put it gently, but get to the bottom line. She has 3 options:
1) No Discount Option: Pay $286.84 ($251.84 + $35.00 shipping including insurance) as it is noted in your auctions.
2) Discount Option: Pay the total discounted rate of $260.69 ($251.84 + $5.00 combined shipping + $3.85 insurance). This gives a $26.15 discount.
3) Don't pay and get 7 Disputes opened against her account.
By doing so, you are putting the ball in her court. She has a choice to make, and there is no point in arguing it any further. She can either pay #1, #2, or you can do #3.
In the future, I would either not offer a discount at all, or if you still want to do so, include insurance in all of your discounted shipping quotes. That way you are not blurring the lines.
posted on April 6, 2009 04:15:00 PM new
Insurance is included in the shipping. The cost of insurance will be about 2% of the selling price - not a big cost in the scheme of things, and for a $250 item, you might want to add insurance anyways for you own protection.
posted on April 6, 2009 06:42:24 PM new
I went to put insurance on the items and this was the first time I had to add insurance on combined shipping so I was surprised and happy to find out that they combine insurance for all the items.
It cost only 1.65, I didn't know that they combine items for insurance, but I was glad to see that they do.
The buyer and I have exchanged a few nice emails and we both admitted that we learned something from this transaction.
Caroline 
ne item is 4.95 and 2 items is 6.95 and more will be 9.95,they are just happy I combine shipping!