posted on December 16, 2000 11:08:09 AM new
First, let me say that my international customers have been just GREAT! I love them!
That said, here is the deal. I had a customer from Canada who won 4 of my auctions for a total of $20.00 for the items. Shipping was $5.58.
She won on 11/17. The MO arrived on 12/1 and I shipped that day and left positive feedback.
This morning I woke up to this e-mail from her:
"Hello,
I have picked up my package from the post office this evening. I am happy
with the products but I must say I was not happy paying the $17.38 fee for
the (items). The (items) are a gift which is what I stated before hand. On
the customs sticker it did not state it was a gift so there for I had to pay
the handling fee,the duty charges & the surcharge since you did not check it
off & only wrote down what I purchased the items for. I will be leaving you
feedback."
My Reply:
"I am glad that you like the (items). I do recall that you said that you
would be giving them as a gift once you received them. I did not understand
from your correspondence that you thought that they were a gift from me to
you.
However, they are not a gift from me to you since I sold them to you, they
are merchandise and postal regulations state that I must declare merchandise
as such. I'm sorry that you thought that I was giving them to you as a
gift.
Happy Holidays."
I just received this e-mail marked urgent!
"I do understand English, I purchased them from you for someone as a gift. I
did not expect my sister to have to pay all those charges when they arrived.
I guess it defeats the purpose of a gift if someone pays for the stuff. I
will be picking up the (items) from her place today & sending them back to
you for a refund. I do not expect this type of service nor do I accept
someone to be rude after I have purchased items from them. I will pack them
up today in the original box & send them back to you. If you can please send
me the refund ASAP since the (items) will be sent out on Sunday.In the
future if you could treat people a little better & offer some real customer
service, I am sure you would be ahead of the game."
Okay, I shipped the day that her payment arrived via the method she requested. They arrived timely and in good condition. It appeared that she misunderstood what the term "gift" meant on the customs form and thought that since her intent was to give them as a gift, they should be sent as a gift. However, since they were purchased from me, they are merchandise and I declared them as such as I always do.
What would you do as a refund? I am sure I am going to have to pay customs, etc. when they are returned. Since she didn't ask ahead of time that I mark it as a gift (which I would have refused and she could have backed out if she felt the need at that point).
Suggestions on refunds and/or how to respond to what I am sure will be a neg forthcoming in my feedback?
posted on December 16, 2000 11:22:34 AM new
Make sure her return address is on the package and Refuse the package and eat the neg. She was asking you to break the law and now she is trying to penalize you for not doing it. Respond to the neg that you do not lie on customs forms and that's why the customer negged you.
You know...I was just thinking....there is a fine line here. If she had you ship to her sister, that would be a gift from her, but wouldn't you have to use her return address on the box you are shipping in order to claim it is a gift on the customs form?
posted on December 16, 2000 11:30:00 AM new
I would assume so and they both live in Canada. And it IS merchandise even though she is giving it as a gift later. First she states that she had to pay all of this and then she states her sister did and she is going to pick it up this afternoon.
BTW, can you ship packages in Canada on Sunday?
What do you think of this as a reply?
"I am sorry that you feel that way and I will be happy to refund the original purchase price and the original shipping once the (items) arrive in the condition in which they were sent.
The term "gift" on the customs form is for times when the sender is sending a personal gift to someone. It is not for merchandise that was purchased, even though it was purchased to be a gift. Those are the customs regulations and I, as a seller, must abide by those regulations when shipping merchandise. If you had asked ahead if I would mark "Gift" on the custom form, I would have been happy to let you know that I cannot do that. Since all of my other Canadian customers have been aware of the customs regulations, I just assumed that you knew them as my international customers have been very savvy in those matters. I am sorry that this is upsetting to you, but those are the Postal regulations.
I will let you know when the (items) arrive and when I send your refund. Thank you..."
posted on December 16, 2000 11:51:19 AM new
Thanks Jarret.
Grapey! You are more than a dumb ole grape! You are my 3 way partner when we win the $10,000. LOL
Seriously, should I just say something like:
"I'm sorry, you have asked me to break the laws and I cannot do that."
and let it go?
Help me here! Help help! I have always tried to give excellent customer service, but this is really astounding! Sheesh!
*************
Fill hungry tummys this Holiday Season with the NFL and Chunky Soup: http://www.chunky.com/click_cans.cfm
posted on December 16, 2000 11:56:48 AM new
I agree with heygrape. I would not accept delivery, and have it returned. I think no matter who it is sent to, even if it is the party to whom the gift was given, it still has to be declared as a purchase. After all, it was a purchase. You're not giving the recipient a gift. Canada is not forgiving of attempts to get around paying the correct required fees.
As heygrape said, this person errored and wants you to now pay unnecessary return charges. If it was me I would think this way. I know there is a neg coming on top of this, (you can tell by the attitude in the mails), so no matter what I would do, I would get it anyway. But, to pay charges for someone elses error, and attempt to defraud the Canadian Postal system? No way.
They seem to come out at Christmas every year . I had a winner this week want me to sell them the item at a cost stated in a previous auction listing? They won the item for the opening bid on the current auction. They have been tracking this collectible I have up, obviously. It has been relisted twice, both times bids were canceled, (bad FB files of bidders). It had two previous auction numbers as a result. The winning bidder had all of the previous numbers, prices, etc. Ask me to sell it at one of the other previous opening bid prices, as it was lower then?
This item was lowered to compete for Christmas sales, and then brought back up to where the market says it should be. And it is still a good price. This person was obviously tracking it, hoping I would lower it further. When I didn't, and instead raised it back up, they bid and won. Now wanting the lower price because, "I saw it, but didn't have time to place a bid last time". Yeah, right . Are donkeys flying yet?
posted on December 16, 2000 12:16:01 PM new
You are gonna get a neg no matter what you do Labbie. You are gonna be dammed if you do and dammed if you don't. Do not email her anymore. Do not open the package. Just hand it to the clerk and say, "I want to refuse this package".
Feedback don't pay the electric bill. Folks should stop allowing themselves to be held hostage to feedback.
posted on December 16, 2000 12:57:38 PM new
CharlieOne--Okay, tell you what--I'll let you watch the store NOW. Start with this customer! She's yours!
Grapey--Thanks for great idea for the feedback!
Here is what I wrote back...
"You have already indicated to me that you were pleased with the merchandise
when you opened and inspected it, therefore a refund is not applicable. My
policy is to only refund on merchandise that has been damaged in transit. Thank you."
If she persists in sending the package, I will just refuse. Can't you just see her sending the package and putting a value of $100 on it for me to pay duty on? Ack!
It's customers like this that make people not want to work with international customers...Thank goodness it is only one in 3 years!
posted on December 16, 2000 01:40:59 PM new
If the package come back to you WITHOUT any customs fees for you to pay, you can EITHER accept it and refund the purchase price only (I wouldn't refund shipping on this one, even though I give 'satisfaction guaranteed' on all my auctions, because she actually WAS satisfied with the items), OR you can refuse it and not refund at all.
Frankly, my experience with Canadian buyers has been SO VERY, VERY BAD that I wish I could put "No bids from Canadians" in my auction listings. (I hesitate to even mention it here, because I don't want it to start a "Canadian-bashing" exchange in this thread.) It's all the fault of the Canadian goverment's policy of ripping their citizens off with postal rates and customs duties.
Canada is the only international country I've shipped to in which the book rate stops at 4 lbs. and OUTRAGEOUS parcel post rates kick in...yet many of my books weigh over 4 lbs. individually, and the Canadian buyers GAG when I quote shipping to them, accusing me of charging exorbitant prices, and wanting me to check every possible rate available from every carrier for something lower. I spend *way* too much time on purchases by Canadians for the amount of profit I make.
Then there's the customs valuation. Apparently customs kick in for packages over $10.00 value (unless it's marked 'gift'--then I'm not sure) because they always want me to value the package at $10 or less. Ironically, had you sent this buyer's four items in TWO SEPARATE PACKAGES OF $10 EACH, the customs charges could have been avoided. But it's not YOUR responsibility to know that---it's the BUYER'S responsibility.
You don't DESERVE a neg for this one, but you're going to get one regardless, so I'd end all but the most necessary correspondence with her, and honestly and concisely defend yourself on your feedback when the neg comes.
posted on December 16, 2000 02:03:07 PM new
Thanks Granee--
I looked the person up on Yahoo and she is selling quite a lot. Her location is listed as the same city in Canada to which I shipped the package. I checked her feedback and she has 5 negs, 1 neutral and a rating of 57.
I was checking to see what kind of comments she has left and she has been abrasive and called people dumb, stupid, ignorant and a dumba$$.
I just can't wait to see what she is gonna call ME!
BTW, does Yahoo have a way to delete feedback that includes that type of language?
posted on December 16, 2000 02:05:14 PM new
PS Granee, so what do you do when they want you to put the lower value?
*************
Fill hungry tummys this Holiday Season with the NFL and Chunky Soup: http://www.chunky.com/click_cans.cfm
posted on December 16, 2000 02:11:49 PM new
"Can't you just see her sending the package and putting a value of $100 on it for me to pay duty on?"
She won't screw you doing that because you are refusing to accept delivery. When it gets back to her, she might end up having to pay duty on it all over again.
I have never met a icky Canadian. I luv em! It looks like Labbie got the one bad apple in the Canadian Barrel. I just wish, since we are joined at the hip anyway, why can't we have a universal postal system between us and them, or better yet, a world postal system all in one.
Canada and the USA could really give some good lessons to the rest of the world on how countries right next door to each other actually can get along, ya know?
posted on December 16, 2000 02:23:13 PM new
Grapey--I agree--with us being so close and neighbors and all--not to mention NAFTA--you would think Canada would be more easygoing with the fees between us and them. Wow!
In 3 years, I have had a lot of Canadian customers as well as from about 6 other countries and all have been GREAT and very savvy about the costs and customs--much more so than I.
I think this person is an anomaly--albeit an irritating one!
Maybe I have just been lucky.
*************
Fill hungry tummys this Holiday Season with the NFL and Chunky Soup: http://www.chunky.com/click_cans.cfm
posted on December 16, 2000 02:39:15 PM new
Labbie--Please email me with this person's ID, if you don't mind. I have a email list of a buncha people that I email whenever I have a deadbeat etc for them to add to their blacklist.
Oh, and anyone wanting to be added to the warning list feel free to email me.
Labbie, you must remain strong and not allow this person to intimidate you. No WEENIES allowed! Got it young lady? (stomping foot)
I neg deadbeats etc and I'm still waiting for a neg back, because I've got the perfect reply all ready!
HeyGrape (sticking out ample chest in pride) NEGS DEADBEAT BIDDERS!
Hey, anybody know where I can buy new rubber tips for my walker? [email protected]
posted on December 16, 2000 02:49:32 PM new
Grapey--CYE
Yes Ma'am! <saluting!>
I neg my deadbeats as well. I really don't have many on either Ebay or Yahoo. Yahoo has even had fewer since I started sending a "bill" from YPD as my NPB alert.
BTW, I found that tennis balls that you slit open are GREAT substitutes for those rubber tips on walkers!
(she's gonna call me a smart butt again...I can feel it coming! LOL)
BTW, do you think that if I remove her as high bidder, she won't be able to neg me?
posted on December 16, 2000 03:34:59 PM new
Ask VeryModern to tell you her story about cancelling bidders and negging them thinking she couldn't get negged back. It'll crack ya up. LOL!!
posted on December 16, 2000 03:39:42 PM new
WHAT TO DO ???? WHAT TO DO !!!!
TELL HER THIS;
please send the package to your package dept, down in florida area, where we have a board who will vote on her getting a refund.
But, also let her know that the same voting
machines used for the president, will be used for her refund request...
posted on December 16, 2000 04:02:59 PM new
U.S. customs does not charge duty on any packages coming into the U.S. with a value shown of less than $200.
posted on December 16, 2000 04:13:29 PM new
labbie1
I know I don't need to say this, but I am . When you post feedback on this persons rating, think it out very carefully, and use all of the space alloted. You can check this by figuring out the number of characters allowed. Be specific, to the point, and cool. Don't leave it in the middle of a sentence, because you ran out of room. That way, you will not have to 'respond' any further, no matter what is commented 'after' that.
When you are complete, and use only one rating comment area, it looks very impressive to others checking your file. It also shows coolness, character strength, and gives your opinion high merit. I've dealt with these types, as most of us have. They used to get me before, no longer. They will go on, and on, and on, sometimes. Which is to your benefit. Anyone with a few brain cells will see who is the logical transactor.
posted on December 16, 2000 07:54:29 PM new
VM--I really MUST hear about your neg story. I saw the other thread today and I commiserated with you. WHAT IN THE WORLD DID THEY DO? Run over it with EVERY truck in the fleet AND drop it out of the plane?! Sheesh! Poor VM!
Well, I can attest to the fact that removal does NOT mean that they cannot leave feedback, so here are the 4 that she left:
1) Very rude & would not provide a refund for the items.Does NOT believe in customer service.F-
2) I explained I was very dis-satisfied & would like a refund,she refused.She was really rude & has given me nothing but hassles.BEWARE.
3) Buyers Beware.This women is ruthless & refuses to give a refund on her poor quality items.She is rude & will bother you to no end.BEWARE
And the topper on the cake!--
4) This is the most dishonest person on YAHOO. Will not give a refund on her poor quality items & very rude.She is sneaky & decided to cancel the auction after I said I would be leaving BAD feedback.Obviously she isn't too smart.BEWARE
It's all very interesting since she said she was happy with the merchandise. Hmmm...
posted on December 16, 2000 08:03:09 PM new
Write from the abuse link and get it removed. I am sorry, my cable is down and I cannot get the link for you at the moment.
Since you are planning to do this - careful how you answer so that you are clean when Yahoo takes a peek at it.
posted on December 16, 2000 08:13:15 PM new
This is her last e-mail today:
"Like I said before hand if you listened. I did NOT see the (items) my sister
did since they were a gift for her.She said they were fine however the Ocean
mist was cracked & the raspberry ones were discolored.The tealights & the
vanilla were fine.She was just happy to have them even though they were not
in the best condition. Please do not put words in my mouth that I was happy
with the products since you never even asked. You were rude when I asked for
a refund & I said that I was willing to pay the shipping charges to send
them back. I also looked on your auctions and NO where did it say ALL SALES
FINAL. So there for you have to give me a refund since it didn't state
anything otherwise. Like I said I will be sending them back tomorrow so
please send me my CASH back that I had sent to you. It is only fair.Maybe in
the future you will treat people better. You are really rude & I shouldn't
have to act like this to get my money back.I am dis-satisfied with this
whole process.If I do not get a full refund by Friday December 22, I will be
filing a complaint with YAHOO on your selling practices.I would appreciate
your cooperation since you received payment from me quite quickly & had no
problems. I will look forward to my refund & will send your item tomorrow
morning. I am an honest person so you will have no problems getting your
items back."
This is truly unbelieveable! I have already copied the earlier messages back and forth. She stated that she picked up the items was happy with them, but wasn't with the duty of $17.38. Later she said they were a gift and her sister picked them up. Now she is unhappy with the items as well.
BTW, the items were shipped to the same address and name in the same city that she is registered with Yahoo and from which the payment was mailed. Unless her sister lives in the same city and has the same name and sent the payment, something stinks!
I didn't see anything in her earlier e-mails stating that she was paying for the shipping.
I am stunned. I have truly never encountered anyone quite like her. Amazing!
If I did reply to this e-mail, which I just don't see what I can say to something this rude and abusive, I just don't know what I would say short of--sorry you are unhappy. Geez!
People like this can make you really want to just quit or at least quit dealing with international customers. Sheesh!
posted on December 16, 2000 08:33:46 PM new
So I send one last e-mail stating that her package will be refused? Or just let it go and refuse it if it gets here?
posted on December 16, 2000 08:44:36 PM new
"I have picked up my package from the post office this evening. I am happy
with the products but I must say I was not happy paying the $17.38 fee for
the (items)."
"I did not expect my sister to have to pay all those charges when they arrived.
I guess it defeats the purpose of a gift if someone pays for the stuff."
This person is really confused, or getting her stories mixed up. Don't you just hate it when they say you are the 'worst' of anything. It's happened to me, and just as unjustified as your situation.
Reporting this person to abuse will get you zip, in capitol letters. Yahoo will just stay out of it, unless the person threatens or uses obscene language. Don't let this person get you down, consider the source, such as it is. Hang in there, post your response, and forget her. End of story. Don't let this loser bring you down.
ADDED: I'd tell her the package will not be accepted. She was initially happy with the items and not the postal fees. That is her fault, not yours. And you will not violate Canadian postal laws for anyone. Save all e-mails, and forget it, and her. If you don't tell her you will not accept it, she will blame you for that too. Just be polite, and state it simply, and short. I would be firm, not mean, but not pleasent either. She said some terrrible, unjustified things. Could possibly be sued for slander.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
[ edited by CharlieOne on Dec 16, 2000 08:55 PM ]
No way.
. I had a winner this week want me to sell them the item at a cost stated in a previous auction listing? They won the item for the opening bid on the current auction. They have been tracking this collectible I have up, obviously. It has been relisted twice, both times bids were canceled, (bad FB files of bidders). It had two previous auction numbers as a result. The winning bidder had all of the previous numbers, prices, etc. Ask me to sell it at one of the other previous opening bid prices, as it was lower then?
. Are donkeys flying yet?
Start with this customer! She's yours! 