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#11
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e-Bay sale: Wow what a problem customer
On Sat, 06 May 2006 09:30:28 GMT, "PC" wrote:
Folks I am in a tough bind here. As often is the case both sides have some foothold in this claim but I feel that this guy is being very unreasonable. I have maintained professionalism thus far but now this guy is threatening my PayPal account. I've read the other responses and agree with the ones that suggest you should have quickly given the guy a full refund, including S&H, and moved on. It's gone too far now, though, and you are going to have a problem no matter what you do. You're trying to reason with him in your email, but your anger shows through. He's going to dig in, too. In his email, he's stated that "we need to resolve this matter in a hopefully healthy manner, what do you propose?????", so it's evident that he will accept some sort of compromise. Put the ball in his court. Just send him an email that says: "On review, I see that the shipping delay has caused you a problem. Please let me know exactly how you would like this handled and I will comply." Nothing more. Eat a little crow just to defuse the situation. Don't add explanations, excuses, or additional comments. Keep it brief and don't add points that he can differ with. Your objective at this point should be to end the situation as soon as possible. You aren't going to "win", so don't make the losing more painful. It's like arguing with your wife. Sometimes it's better just to say "You're right, I'm wrong, and I'll never do it again." even if she's wrong. Some battles are unwinnable. -- Tony Cooper Orlando, FL |
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#12
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e-Bay sale: Wow what a problem customer
"Harv" wrote in message ... You don't say what you sold I sold him 10 Nebraska two roll sets for $349.95 (quite a nice price) and 12.95 s/h. He paid no insurance. Postage cost me $10.00; a flat rate priority box at $8.10 and signature confirmation for $1.90. or how much it sold for or how many total feedbacks he has, but if he has many thousands, having 20 negatives might put him at 99% or 98% which won't win him any Nobel Prizes but isn't unreasonable. If he only has a couple hundred total with 20 negatives I would have cancelled his bid and blocked him, unless he sniped, in which case you don't have the time to do that. I did some research and he has received 20 negative and 6 neutral. He has left 17 negatives himself and 5 neutrals. He has a feedback score of 562 with 96.7% positive feedback. 585 positive feedback have been left with 20 negatives. But in your future auctions you should rip out the word "immediately" as some people will take that literally and throw a hissy fit if you don't LITERALLY ship it immediately. As I have so painfully learned... *sigh* I am going to change the text to "will ship as soon as possible" for future auctions. The thing is I notified him about the delay immediately and he had no problem with it for 10 days. Now all of a sudden he wants out. I think this is a case of buyer's remorse and he is grapsing at straws. |
#13
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e-Bay sale: Wow what a problem customer
"Dale Hallmark" dalehall"AT"cableone.net wrote in message ... What a crock of ****. PayPal will punish me even though I did everything right and can prove shipment was received? This has me tempted to open a new banking account, transfer all my funds to it, and delete my PayPal account. Then let them try and get funds from me. That is an option, I would be tempted. Dale This is exactly what I did a few years ago. Opened a completely separate bank account to link to PayPal, never have more than about $100.00 in it so they can't reach in and grab my main money. I NEVER leave anything in my PayPal account. As soon as someone pays me for a win, I immediately withdraw it from PayPal. PayPal is NOT a bank, is NOT FDIC insured or regulated and they can do some very evil things with your money if they want to, including freezing whatever's in your PayPal account and even reaching into your bank account.. although I have gotten on the horn with them and worked my way up the foodchain from the paper hats who read out of a book, to managers there a couple times and gotten things set straight rather quickly. Polite, but firm. Let them know that they're not dealing with a moron. Don't be or let yourself be a victim. At least you CAN get them on the phone immediately. eBay? Hah. Unless you're a higher level Power Seller, good freakin' luck trying to get eBay on the phone. Linking your main bank account to PayPal is, in my opinion, sheer folly. It's a very convenient service and it works, but when something goes wrong it can turn into a living nightmare. So my advice is to go to a different bank and open a small checking account, put no more than you can afford to have "tied up" and link that account to PayPal and unlink your main account from them. If you buy something that costs more than whatever you have in your linked account, you should be able to transfer some money from one bank account to another using your bank's online system, usually for a fee. At this point, with gasoline at these obscene prices, the fee to do a bank to bank transfer online, typically $5.00 or so, is cheaper than driving to a couple banks and doing it in person. Harv |
#14
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e-Bay sale: Wow what a problem customer
Wow, PC. I feel your pain.
First thing to do is block the bidder so that he can never again bid on your auctions. Re-working your terms is also a good idea. In no case should you get into a confrontational email correspondence with the buyer. If you feel there is any chance he could win in the complaint process (BTW, he probably has somewhat of a case here, as the delivery time could be deemed to be excessive). In the future, you should note any absences in your listings... Or, you can fight all the way, give him a negative feedback, and eat the negative you will receive from him. When leaving negative feedback, just give the facts, and don't go off the deep end with inappropriate comments. Everyone gets a negative sooner or later, it is no big deal. Your subsequent idea of draining the PayPal account, etc. is also a good one, and one that many sellers use - it is not very wise to leave a lot in your PayPal account, obviously. For me, it would depend on the amount of money we were talking about. If it was a lot, I might fight it to the end, but if it wasn't a lot, I would probably refund with S&H, block the guy, and forget about it. Fortunately, very few people are unreasonable - most people, especially in coins, are super... Kind Regards, John PC wrote: Folks I am in a tough bind here. As often is the case both sides have some foothold in this claim but I feel that this guy is being very unreasonable. I have maintained professionalism thus far but now this guy is threatening my PayPal account. The background: I was out of the country when an auction ended. I notified the buyer within 48 hours of the auction ending that I was out of the country and would return on May 1. Upon returning I would mail his item ASAP. I received no reply at that time. I return to the country on May 1. On May 2, in the evening, I package this guys item up. On May 3 I mailed the item right away in the morning. Upon returning home that evening I find an e-mail from that was sent on around 10:30 PM May 2 saying he wants to back out of the sale if the items have not shipped since he has a customer waiting on the items and has another venue to purchase the same item. There is a follow up e-mail at 11:09 AM on May 3 with the same buyer stating that he need the items shipped ASAP as another customer is waiting on them. Then I get an e-mail on May 3 with him wanting to back out of the sale. In each e-mail he points to text in my auction which states that "Checks must first clear with the bank before the item is shipped. PayPal and money orders ship immediately". On the May 3 e-mail he states that since the items were not sent as stated in the listing that he wants to back out. As a somewhat unrelated side note his e-mails are filled with spelling errors. I e-mail the seller explaining that i shipped the previous day (a mistake in verbiage, unfortuately as you will soon see). On May 5 he receives the items and sends me this e-mail: "hi patrick, i find it very perculuier that you stated you shipped out day before you replied to my email, yet postage was paid/stamped, and initiated on the 3rd from your post office. this is very disturbing, again as i had asked since you didn't expidite the quarters to me as was stated in your listing, and i had to make other arraingements for my customer, due to this. i had made a promise to my customer, and needed to follow through, to make a sale and keep a customer for future business. i don't need these quarters now, and am not happy with how this worked out. you made a promis commitment to ship out immeadiately on your auction listing, and i bid accordingly to your promise/commitment. we need to resolve this matter in a hopefully healthy manner, what do you propose????? i await a reply, and hopefully healthy solution, one we can both feel comfortable with." My reply to him: "I stated at the time that the listing ended that I would not be able to ship until after May 1. You made no indication whatsoever at the time that you needed the shipment to be expedited. Had I known there was an urgent need to ship before that I could have contacted someone in the states to handle the situation for me. There was never a request to expedite until May 2 - one day after I informed you that I would return. By that time the order had been packaged and it was sent before I read your e-mail. All my auctions come with at least a 14 day return privilege, from the time the goods were received, no questions asked as long as you have not opened the boxes on them. Simply send the quarters back and I will issue a refund check for the purchase amount less postage, e-Bay/PayPal fees, and insurance." Just before midnight on the 5th of May I get another e-mail from the guy: "you made the statement concerning not shipping till beginning of may via email after the auction had ended, and stated you were out of country. how would i have known that other arraingments could be made with you being away???? i am not the "amazing cresken". the statement i am initially referring to, and what i went by in making my decision to purchase was what you have listed in your auction page fore these coins (located at the bottom of your listing) stating this verbetim(actually copy/pasted your shipping instructions from listing: Seller's payment instructions PayPal, Money Orders, and Personal Checks are accepted. PayPal is mandatory for international orders. PayPal and Money Orders ship immediately. Personal Checks must clear before item is shipped. I do offer combined shipping for multiple auctions won within 48 hours. Additional items are just $1 more. If paying by check or money order you may combine auctions that finish within a 7 day period. PAYPAL AND MONEY ORDERS SHIP IMMEADIATLEY.......... nothing states: OUT OF COUNTRY, WILL SHIP UPON RETURN....... I WILL NOT INCUR THE INITIAL 18.40 S&H AND INSURANCE PAID (WHEN IT COST YOU ONLY 10.00 TOTAL) AND THE ADDITIONAL S&H/INSURANCE BACK TO YOU. It took 10 days for you to act on this and i emailed you and got a reply a day before you truly did ship out the coins, & i feel like you where trying to salvage the sale, telling me they were already shipped out, when truly they didn't ship till next day. i ask once more to try to amicablly work this out, or i will contact ebay, and leave appropriate feedback, and also file w/ paypal for transaction not as stated and have your account frozen up till resolved. this is something i would rather avoid, nor want to put the time/effort into, but i am asking for a solution that is workable, or will be forced w/ no other choice, if it becomes nessesary." Now at this point I am very angry. I was tempted to fire back an e-mail saying that I do not appreciate threats. Perhaps for the future I should change the text of my auction to say Paypal and money order ship as soon as humanly possible. I mean if someone really wanted to get picky they could claim if I did not ship within 5 minutes of a PayPal payment being recevived since that does not constitute "immediately". The text was meant to indicate only that checks have to clear first unlike Paypal and Money Orders. He asks how he was supposed to know I could make arrangements but on the flip side how could I know he needed the shipment expedited if he did not ask anything? Futhermore the $10 he cites is not shipping costs but merely postage and signature confirmation. I offered this guy a return and he is now treatening to shut down my PayPal account! The reason I post this to the group is for a reality check. Am I being at all unreasonable? He is clearly being unreasonable, yes? Thanks for comments and criticisms alike. -- CIA DEA DIA FBI KGB NSA WMD TLA |
#15
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e-Bay sale: Wow what a problem customer
On Sat, 06 May 2006 13:30:51 GMT, "PC" wrote:
As I have so painfully learned... *sigh* I am going to change the text to "will ship as soon as possible" for future auctions. Why include anything of this nature? Unless you have some special situation like "I ship only on Fridays", it's safest - and makes a cleaner looking ad - to omit all references to what you will or won't do or try to do. -- Tony Cooper Orlando, FL |
#16
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e-Bay sale: Wow what a problem customer
In , on 05/06/2006
at 09:30 AM, "PC" said: Now at this point I am very angry. I was tempted to fire back an e-mail saying that I do not appreciate threats. Perhaps for the future I should change the text of my auction to say Paypal and money order ship as soon as humanly possible. There you go. If you're going to state "immediately", gosh-golly, I would expect things pretty darn quickly. That said, a "normal individual" probably wouldn't have had trouble with your delay. Bad luck to have sold to a "dealer" who needed it for a "customer". This makes me wonder why the customer couldn't have shown some initiatize and cut out the middle man, but that's just me. I've always looked at it that, when a seller screws up, he should reimburse the total amount, including shipping. The return shipping is optional, but it seems a small price to pay to "save" your paypal account. And to try and charge "eBay fees"??? You'd get a neg from me. I did Just That recently when a moron sold me a PC card that wasn't even close to what he claimed. He offered that kind of "refund". Just last week I purchased a large lot of non-coins; stamps. Seller (third party "service") claimed 75k stamps mounted in albums. I got a nice deal on these and paid $50 to ship them to me. When they came, they were way short. I figured, after counting 1 of 5 albums, that there were actually more like 11k. Not worth the money I paid AT ALL. So I wrote the seller, in a relatively nice tone, asking for his suggestions as to how to resolve the issue. I was shocked. and quite pleased, when he appologized and offered a FULL REFUND (including postage) and would even pay FedEx to come and pick the item up and ship it back. A potentially nasty situation was instantly defused. I thanked him profusely, and told him I would happily and promptly prepare the box for pickup. But then I offered an alternative ... I would be happy to pay him a much lesser amount; an amount that the set WAS worth to me. He quickly agreed, and I believe we're both pretty happy. I am! And the seller saved $100 in shipping costs he would have had to eat for no sale. PLUS STINKING EBAY FEES. Buyers, well, this one at least, aren't interested in your overhead. When I take something back to ANY stored for a refund, I don't care to hear about how much the electricity is costing the store, or how much they paid the cashier, or the credit card company, or the accountants. Just give me what I paid back. Including sales tax. It's YOUR job to argue with the state/ebay to get the fees back, not mine. In this case, yes, you did deliver and a more reasonable buyer would have been ok. Bad luck, you didn't get an extemely reasonable buyer; you got one with some time contraints that fit into your terms. But you didn't deliver on your own terms. I think you did a decent job of trying to post-fix the issue, but it didn't work out. I vote that you give the guy his money back completely. If you're really worried about it, kick in the extra $10 for return shipping. Then, quit listing auctions to end when you are out of town. Nick |
#17
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e-Bay sale: Wow what a problem customer
"PC" wrote in message ... .. I did some research and he has received 20 negative and 6 neutral. He has left 17 negatives himself and 5 neutrals. He has a feedback score of 562 with 96.7% positive feedback. 585 positive feedback have been left with 20 negatives. If he won with a snipe in the last few seconds, there's nothing you could do. But if he had bid on one of my auctions for a multi hundred dollar item with that kind of feedback, I would have cancelled his bid and blocked him in a NY minute. I use this in every one of my auction's "Fine Print" terms and conditions section. "Payment should reach me in a max of one week after close. I consider this reasonable, and if the winning bidder fails to pay in that time frame, I reserve the right to cancel the sale and post negative feedback, report non-paying bidders to eBay, add non-paying winners to my blocked bidder list, and re-list the item and/or offer it to the second highest bidder. Please understand what you are bidding on, and Please don't bid if you don't intend to buy it! Bidders with excessive negative feedback or zero feedback are blocked from bidding. I reserve the right to cancel any bid at any time for any reason. If you have any questions click the [ask seller a question] link above and ask." I WILL stretch the payment period longer than one week if someone writes with what sounds like a legitimate excuse as to why they can't get me the payment in a week. And I've heard every excuse in the book. One woman won a $3.00 item from me a few years ago (I no longer sell ANYTHING that cheap - it just isn't worth the hassle..) .. and then told me "I can't pay until I get my paycheck in three weeks. Is that okay?" If she doesn't have three bucks to her name, why was she bidding on anything? But I let her do it because it was a tiny amount. Another woman, the winner of a $30.00 or so item, after not responding to my eBay invoice, finally wrote and said (I swear I'm not making this up..) .. "My office mate was kidnapped and murdered so my payment is going to be late." How do you even respond / react to something like that? Was it real or horse****? Who knows. I didn't press her for the money and she did eventually pay. Back to your dilemma - In my book, 96.7% qualifies as excessive negative feedback. So I would have cancelled his bid and blocked him. Unless he sniped and won. As a seller, I / you / everyone has the right to do that with or without explanation. But I spell it out up front in that quoted section above. Like I said, I've been doing this for eight years, have over (1300) unique positives and have never had a negative {{knock wood}}.. so my system has worked for me. Also, if I'm taking a trip, I'll modify my descriptions to say so and / or I'll actually take the items I have listed with me so I can mail them from elsewhere if I have to. This is not practical if you have hundreds of items listed or if they are very valuable, but if you only have a few, it's do-able. Look, you don't go into a supermarket, fill a cart, put your stuff on the belt, wait while the checker rings it all up, the bagger bags it, and then say "I'll be back to pay for it in two weeks." At least not in any supermarket around here you don't. You pay on the spot. No tickee, no washee. When I sell, I expect to be paid quickly, and when I win, I pay quickly. Just give the jerk his refund, block him, and chalk it up as an ugly unpleasant experience. The more you get into it with him, the uglier it's gonna get. Harv |
#18
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e-Bay sale: Wow what a problem customer
In , on 05/06/2006
at 12:19 PM, "PC" said: That is what I am hoping for. I have lived up to the terms of the agreement despite his attempts to nitpick my auction text. I'm sorry, am I interrupting a party only for dealers? I've got another 15 posts in this thread to read yet, but so far all I see is a big dealer pitty part. You can't possibly think that you lived up to the terms of your own policy, can you? Really? Well, let's hope we find some more balanced opinions in the articles to follow. Nick |
#19
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e-Bay sale: Wow what a problem customer
"Nick Knight" wrote in message ... In , on 05/06/2006 at 09:30 AM, "PC" said: Now at this point I am very angry. I was tempted to fire back an e-mail saying that I do not appreciate threats. Perhaps for the future I should change the text of my auction to say Paypal and money order ship as soon as humanly possible. There you go. If you're going to state "immediately", gosh-golly, I would expect things pretty darn quickly. That said, a "normal individual" probably wouldn't have had trouble with your delay. Bad luck to have sold to a "dealer" who needed it for a "customer". This makes me wonder why the customer couldn't have shown some initiatize and cut out the middle man, but that's just me. I've always looked at it that, when a seller screws up, he should reimburse the total amount, including shipping. The return shipping is optional, but it seems a small price to pay to "save" your paypal account. And to try and charge "eBay fees"??? You'd get a neg from me. I did Just That recently when a moron sold me a PC card that wasn't even close to what he claimed. He offered that kind of "refund". Just last week I purchased a large lot of non-coins; stamps. Seller (third party "service") claimed 75k stamps mounted in albums. I got a nice deal on these and paid $50 to ship them to me. When they came, they were way short. I figured, after counting 1 of 5 albums, that there were actually more like 11k. Not worth the money I paid AT ALL. So I wrote the seller, in a relatively nice tone, asking for his suggestions as to how to resolve the issue. I was shocked. and quite pleased, when he appologized and offered a FULL REFUND (including postage) and would even pay FedEx to come and pick the item up and ship it back. A potentially nasty situation was instantly defused. I thanked him profusely, and told him I would happily and promptly prepare the box for pickup. But then I offered an alternative ... I would be happy to pay him a much lesser amount; an amount that the set WAS worth to me. He quickly agreed, and I believe we're both pretty happy. I am! And the seller saved $100 in shipping costs he would have had to eat for no sale. PLUS STINKING EBAY FEES. Buyers, well, this one at least, aren't interested in your overhead. When I take something back to ANY stored for a refund, I don't care to hear about how much the electricity is costing the store, or how much they paid the cashier, or the credit card company, or the accountants. Just give me what I paid back. Including sales tax. It's YOUR job to argue with the state/ebay to get the fees back, not mine. In this case, yes, you did deliver and a more reasonable buyer would have been ok. Bad luck, you didn't get an extemely reasonable buyer; you got one with some time contraints that fit into your terms. But you didn't deliver on your own terms. I think you did a decent job of trying to post-fix the issue, but it didn't work out. I vote that you give the guy his money back completely. If you're really worried about it, kick in the extra $10 for return shipping. Then, quit listing auctions to end when you are out of town. Nick I had 10 auctions end in the evening; that morning my father died. I left town immediately and the next morning went to the public library (knew no one there with a computer) and emailed all the bidders that it would be 3-5 days before I could mail the items. They all had paid immediately (don't know how that happened!) I hadn't stated a time frame in my auction. Nine of them were sympatric and said take all the time I needed. The 10th said ok but was skeptical. When I got back to town (three days later) after a 9 hour drive, I packaged the items and mailed them immediately and emailed all the buyers that I had done so. Two days later the 10th buyer asked where his package was. I told him to give it a week and if the package hadn't arrived I would refund all his money and all shipping charges. Couple days later he emailed me that it arrived. I got 9 positive feedbacks and one didn't leave any feedback. Guess which one that was. S*** happens and you can't always be there at the auction end. I think it should be a rare occurrence however. Dale |
#20
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e-Bay sale: Wow what a problem customer
"Nick Knight" wrote in message ... In , on 05/06/2006 at 09:30 AM, "PC" said: Now at this point I am very angry. I was tempted to fire back an e-mail saying that I do not appreciate threats. Perhaps for the future I should change the text of my auction to say Paypal and money order ship as soon as humanly possible. There you go. If you're going to state "immediately", gosh-golly, I would expect things pretty darn quickly. But I explained to him the situation and he gave no protest. I fully informed him of the situation. He has ample time to back out and protest. He did not. That said, a "normal individual" probably wouldn't have had trouble with your delay. Bad luck to have sold to a "dealer" who needed it for a "customer". This makes me wonder why the customer couldn't have shown some initiatize and cut out the middle man, but that's just me. I've always looked at it that, when a seller screws up, he should reimburse the total amount, including shipping. The return shipping is optional, but it seems a small price to pay to "save" your paypal account. And to try and charge "eBay fees"??? You'd get a neg from me. I did Just That recently when a moron sold me a PC card that wasn't even close to what he claimed. He offered that kind of "refund". That was a mistake as I can recoup e-Bay fees by saying he backed out of the sale. I can recoup PayPal fees by giving him the refund through PayPal. *snip* return shipping. Then, quit listing auctions to end when you are out of town. I often get called out of town with no more than a days notice. Sometimes it can not be avoided. I have already changed the text on current auctions so that in the future when that text (which is filled in automatically based on your last sale) is read it will state ASAP. This guy is still an a***ole. |
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