Lost it with a buyer, how do you cope?

[canadabeltbuckles]

Recently, I had a buyer who lives in the USA, purchase an item on December 17th. The item was shipped out via Canada Post Light Packet Air Mail, on December 18th. (within 12 horus of receiving payment).

I always send a 'shipped' email to every buyer, indicating the following:

Your item is carefully packed, and has shipped via Canada Post Air Mail! We ship from Ontario, Canada.

When to expect delivery:

In Canada, expect delivery within 5 business days or less.
In the USA, expect delivery within 2 weeks.
To an International destination, expect delivery within 3 weeks.

It goes on to say thank you for shopping with us, etc...

Within all of my listings I indicate that we ship from Cornwall, Ontario, Canada. You can't miss it, because it is not just plain text, it is in a fancy text box and certainly stands out in the listing. Obviously, some buyers just don't read listings properly...

Well, on December 24th, I receive a pretty strong email from this person in the USA indicating that the Christmas Gift she purchased from me for her boss on December 17th, did not come in and now she had nothing to give her boss for Christmas, and it was all my that she did not have a gift for her Boss for Christmas. Complained about the slow shipping time, etc..

I emailed her back and indicated that although she may have missed it, my listings clearly state that we ship from Ontario, Canada, and shipping to the USA can take up to 2 weeks. The 'cut-off' date for delivery with Canada Post to arrive prior to Christmas was December 14th. Holiday shipping is always slower, and that we posted it out within 12 hours of receiving payment...

How can someone living in the USA expect to pay for an item on December 17th, have it shipped to Texas on the 18th, and have it arrive by Christmas Eve, the 24th? Oh, by the way, this item shipped for Free...

I don't know, I just can't understand the lack of common sense with some people...

How do you cope as Power Sellers on eBay with such frustrating situations?

Thanks to all who reply.

Best regards.

[godboma]

How do you cope as Power Sellers on eBay with such frustrating situations?

I closed my store on December 11th and opened it on December 26th.

Went through that situation once before and I decided that it is not worth the money for me.

[surplusdealdude]

I don't sell Christmas gifts.

I block the dumber-than-blond buyers.

Word gets around.:^O

[dipmicro]

I would probably just explain that item ships from Ontario like yourself and apologize to the buyer for inconvenience and offered full refund upon they bounce late mail back. You will be out of $4.10 for the shipping, but you at least give them way out.

I closed my store on December 11th and opened it on December 26th.

Good idea. Next year I am closing eBay store for Christmas season like many of you did. I have one from France, whose item was shipped on 22nd and he keeps emailing me since Dec.30th that he wants his money back because he did not get it yet.

[golfing_in_style]

Hi There
I've had a few issues like this at Xmas and other times of the year.When I sense the tone of the email is less than friendly, I phone and talk to them directly.It's get's amazing results.The tone is friendly and understanding.They can't believe I took the time to call and end up thanking me for that gesture. 99% of the time the issue is discussed calmly,and I usually turn them into regular customer.
I'm sure I learned that strategy from someone in this forum years ago.It was great advice.
I have felt your frustration though...
Play well and play often
jesse
golfing in style

[momoftwingles2]

To avoid the Christmas rush for mail and to be able to spend more time with my family, I always close my eBay store on December 1st and don't reopen in January until my inventory is done and my paperwork is ready for the accountant.

This gives me the opportunity to enjoy the holidays, not have to worry about packages being delayed and/or lost and to re-energize for the coming year!

This works for me and my family!

Susan
momoftwingles2

[canadabeltbuckles]

All good points, thank you...

Closing my store during December is unfortunately not an option, as I have a lot of sales during the first 2 weeks of December...

I will post a notice in all of my listings indicating the 'cut off' date for Canada Post next year, early enough in November so all buyers are aware of the time frame to receive gifts for Christmas.

Also, I will offer faster shipping services when it gets closer to or after the cut off date as an option to the buyers. They will have to be responsible for the additional shipping fees if they want it before Christmas though...

I know some buyers will still not read the listing and I will still get bad feedback afterwards...

I will try to be more understanding and offer refunds I guess, but that puts me out the shipping cost and the cost of the items I shipped. Most of the items I list offer Free Shipping, so yes, most of the time I will be out not only the product cost but also the shipping cost...

Oh well, live and learn as they say...

Thanks.

[ameroindustries]

I get Idiots all the time . I like the ones who where its clearly listed time and time and time again 2-3 weeks shipping .. who contact me 3-4 days after they buy something demanding there items OR tracking on a 3.00 package .

After awhile you just learn to hate people . You should see my block list 😛

Ebay = Great hobby but Very Unhealthy Full Time Occupation .

[surplusdealdude]

It might help if you remember the old advertising adage;

"Tell them what you're going to tell them, then tell them, then tell them what you've told them."

Repetition sometimes makes more of an impact.

Tell them in your listings, in your emails, over and over.

[canadabeltbuckles]

It is clearly listed in all of my listings as to shipping times, where we ship from, etc...

Every buyer gets a confirmation email that their item has been shipped, and again I clearly indicate in the email, the shipping times and where we ship from. Apparently sending this 'your item has shipped' email is not practiced very much anymore by eBay Sellers, I am not sure on this fact, so please don't quote me on it... I have received many thanks from buyers for the email indicating their item has shipped.

Unfortunately, I still get people contacting me a couple of days after their item has shipped and after receiving their 'your item has shipped' email, asking where it is? Even in Canada, shipping to either the West Coast or the East Coast takes up to 5 business days at least. I have seen it get there faster, but not often.

I ship all orders out within 24 hours of receiving payment. I stop at the post office on my way to work every day of the week, excluding weekends and holidays. Ok, so that is not 'every' day of the week, but you get my drift as they say...

In many cases, I go home for lunch, pack some more items up that sold that morning and stop on my way back to work at the post office and ship again, so in some cases, I ship packages within an hour or 2 of receiving payment...

I just can't figure some people out... Shipping to the States is minimum 7 business days via Canada Post Light Packet or Canada Post Small Packet, then they complain that it is not fast enough! They indicate that I should offer some other means of delivery with a tracking number!! Most of our items ship for FREE! Imagine the cost of shipping something to the States with a tracking number? It would cost more than the item itself in some cases...

Ok, this necklace sells for $10.00, but the shipping fee will be $12.00... Oh yeah, I could imagine how that would go over...

What is that term? 'Go Figure'...

I gues there is one born every minute, and a village is missing an idiot someplace...

[fatdane]

When i ship an item I send an email thanking the customer for their purchase, listing the items sent, and then tell them "I ship via Canada Post. Canada Post is closed on Saturdays & Sundays with no mail pickup on those days, and mail sent on Friday sometimes seems to sit till Monday before processing. Mail to the US can be delayed by Customs and Homeland Security - I have no control over such delays."

I do have an advantage in that 99 % of the stuff I ship goes as letter mail. I don't get many questions about "where is my order"?

Many US customers are conditioned to a Post Office that delivers 6 days a week so they do not allow for Canada Post being closed on Saturday & Sunday, nor do they think about possible Customs or Homeland Insecurity and Paranoia delays. Mentioning it to them in a thank you letter can save work down the line for a seller.

Lastly some people are just unreasonable. Compose a really nasty mail to them, but before sending it go for a walk, chase the wife or girl friend, play with the kids, etc and then come back to the computer and erase the nasty email. Perhaps add the customer to your BBL - In every thing one tries in life there are going to be some trying people. It's a part of life - just smile at them and move on to better things

[canadabeltbuckles]

Well said... 🙂

Thank you.