w~~_7.JPG "pjcdn2005"){kind=avatar}
2 ACCEPTED SOLUTIONS
Accepted Solutions
@**oldcherrylane** wrote:
Am thinking that you and Pierre should write an easy to understand online Seller's manual that you could update as needed. I'm getting a lot of good practical advice from you guys and I really appreciate you giving me your time.
Pierre has always been self employed. I was retail for 35 years plus doing this for the last twelve..
To us, this is purely, 100%, business. My eBay room is a separate room. It is not allowed in the rest of the house. We separate business from personal.
One of the the best lessons I learned in 12 step was "Be an actor, not a re-actor". Always stop. When ever you go to write anything, follow the four steps: think it, write it, read it, delete it.
In the old days I used to think "What is the best way I can make this spin wildly out of control and just make everything worse"? I followed that lock-step for years. Now? I don't do that.
"....should write an easy to understand online Seller's manual that you could update as needed."
Actually the book is written and updated... daily, right here on these discussion boards.
You will find a large number of posters (some more regular than others, depending on time availability) participating and offering solutions and ideas to a wide range of questions, inquiries, problems and challenges experienced by other members.
On eBay.ca boards you find answers of specific interest to Canadians.
Now, let's be honest, not all answers posted on these boards are the right for you. Many posters have different opinions on many subjects or approach challenges from different perspectives and personal experiences. I suggest you make it a priority to set aside ten or fifteen minutes daily to review these boards. Soak in all that information! If you are a seller, take a look at the buyer's board to better understand the other point-of-views, the "other side of the coin".
Good Luck
"Is there anyone higher up on ebay that I can appeal or protest to?"
Yes, there are many levels of management you can send your comments to. However, that will not change the policy.
In online shopping, the buyer is always right. End of story.
"so what could go wrong..."
Law of average dictates that all sellers will come across difficult buyers at times. This is retail business and like all retail business there will be losses from time to time. Their overall costs could be in the 1% to 2% range (most retailers allow 2% for pilferage and shoplifting) on average. Some product lines may have substantial higher costs. When preparing your business plan and budget, allow for it.
It is not personal and you should not take it personally. It is business.
When a customer contacts me to indicate there was a problem with a product sold I have two optional answers:
"I am truly sorry this transaction did not meet with your approval. A full refund will be issued through PayPal today. My apologies for the inconvenience."
"I am truly sorry this transaction did not meet with your approval. Please return (the product) and a full refund will be issued through PayPal immediately upon receipt. My apologies for the inconvenience."
You wrote: "I would appreciate any helpful critique and guidance. "
In one of your listings I found: "As a thank you I will include 2 collectible pencil toppers in silver colour, Wolfman and Frankenstein."
For fifteen years on eBay (until my retirement a few years ago) and twenty-five years in the mail order business I included a "free gift" with every order. A "small token of my appreciation". However, I feel it is counter-productive to tell buyers ahead of time. Some people may be disappointed based on high expectations. A "free gift" is always better coming as a surprise as it creates goodwill and helps minimize the risk of bad feedback when there is a problem with the transaction.
Another listing shows "Nars Laguna bronzer. BNIB. Full Size." as description. Nothing else! What does "full size" mean? 3", 5", 12", 48" ???? Descriptions in a listing are there to sell and promote the product.
"The seller will not accept returns for this item."
That is always the best way to have a buyer hit the "back button" if noticed. Most potential buyers never read it in any case and eBay and PayPal policies protect the buyer, not you the seller.
"Will usually ship within 3 business days of receiving cleared payment "
Most of your competitors ship within 1 business day. They also receive better placement in Best Match because of it.
Another listing shows "FREE SHIP USA" in the title.
Yet the item is located in Montreal and you charge Cdn$ 12.00 to ship it within Canada. Many Canadian potential buyers may not be too happy with that policy.
A final note: I do not know how you calculate your shipping costs to Canada but, considering you price them in US$, they seem rather high to me and appear to be well above what your postal out-of-pocket costs should be. Sellers are free to charge whatever they want (within reason) but high shipping costs are the first deterrent in this highly competitive marketplace.
What Pierre says. Plus, if you will notice, Pierre kept it 100% business. You made the transaction personal. Contact the buyer with accusations? What did you think would happen?
My request for return rate runs about less than 1%. This is what I say "return for refund". Nothing else. I refund and forget about it. It is not worth the emotional hassle that you are going through.
The customer never contacted you with questions. Why should they? When you go to a store, every item you pick up, do you question the store manager about it?
You made business to be personal. Pierre does not. I do not. We have loss rates built into our overhead. All businesses do. So, you got one right off the bat, you may never have another one.
Advice? Put it behind you and move on on as a professional would. Carrying it around like a millstone around your neck will wear you down to nothing.
@pjcdn2005 wrote:I agree with much of what other posters have said as accusing or confronting a buyer rarely ends well. It is also a really really really bad idea to call a buyer out in feedback or in a reply to feedback as many future potential customers will read that. It's unlikely that I would buy from a seller who called a buyer a scammer in feedback because it's unprofessional and it is a he said/she said scenario...I would have no idea who was at wrong. The buyer said you didn't refund and you did so you could have replied with a reply stating that the product shown was sent and that a full return was given.
However, I do have to wonder what the buyer expected because as far as I know, primer doesn't usually come in different colors as it is for underneath foundation. But perhaps others have seen it in different colors.
As far as your listings.....your pictures could use some work as some are out of focus and the colors aren't very crisp. If you have a macro setting (a flower icon) on your camera, using it would help the out of focus problem.
I just read the reply to the neg and cringed. Never, ever, no way, even think of doing something like that. Reply business like or do not reply at all. I learned that lesson many years ago, from other sellers who reprimanded me.
My return policy was as follows
Refund: Money back.
I modified it to:
Refund: Money back. 45 day warranty.
Why the change? Because many of sales are to men who ask the Mrs if it is okay to buy. She will always ask what about refunds and warranties. where did I get that idea from? Sitting with a table of about ten women at an eBay function.
Refund: Money back.
I modified it to:
Refund: Money back. 45 day warranty.
Why the change? Because many of sales are to men who ask the Mrs if it is okay to buy. She will always ask what about refunds and warranties. where did I get that idea from? Sitting with a table of about ten women at an eBay function.
@**oldcherrylane** wrote:
Thanks for your reply Stamps! This is a tough one. I would like to be able to say I take returns but how can you know for sure you will get your item back in the same condition you sold it. Even if I were allowed I would not want to sell or re-sell USED or damaged makeup.
Pierre and I continue to say that return requests run 1-2% of business. Would you not be further ahead to focus on the 98-99% than the 1-2%?
Virtually all sales are the same. They buy, pay, we ship, everyone is happy.
Every single return is different. I refuse to waste my time.
@**oldcherrylane** wrote:
Am thinking that you and Pierre should write an easy to understand online Seller's manual that you could update as needed. I'm getting a lot of good practical advice from you guys and I really appreciate you giving me your time.
Pierre has always been self employed. I was retail for 35 years plus doing this for the last twelve..
To us, this is purely, 100%, business. My eBay room is a separate room. It is not allowed in the rest of the house. We separate business from personal.
One of the the best lessons I learned in 12 step was "Be an actor, not a re-actor". Always stop. When ever you go to write anything, follow the four steps: think it, write it, read it, delete it.
In the old days I used to think "What is the best way I can make this spin wildly out of control and just make everything worse"? I followed that lock-step for years. Now? I don't do that.
