12-19-2015 12:35 AM
HI there. I am new to this larger scale seller here. I have been suddenly having a few people purchasing my buy it now items and then e-mailing me after a day or two saying "Sorry I no longer need this item or I didn't mean to buy it" (even though you have to agree twice). I currently have had the last 3 out of my last 4 do this. And about 7 in the last 2 months as well as 4 people not even contact me. I also have at least 2 more who it looks like that is going to happen with. Those I know I can open a case but as we all know, it takes another few days to let the buyer possibly pay and then you get your credit. Then the seller has to pay to relist due to no fault of their own. (sorry about the rant there) What is the best way of dealing with the buyers who then change their minds for what ever reason? Nothing seems to be a negative to them to stop them from doing this. Do I wait 4 days and send a non-pay notice? Do I just cancel it let them do it to someone else without any recourse to them?
Thanks for reading my rant
12-19-2015 01:27 AM
do not cancel unless buyer does the cancel or you will get bad marks from ebay against you,some buyers take awhile to pay, not sure why,but they do,you do not have to accept a declined transaction,but you can after about three days open a case in about three days,for non payment,sometimes you get paid sometimes you dont but at least the non payer gets strikes against them not you.
12-19-2015 03:49 AM - edited 12-19-2015 03:50 AM
What is the best way of dealing with the buyers who then change their minds for what ever reason?
You sell unusual vinyl. Part of the problem may be your demographic.
You do not have to cancel. You can instead open an Unpaid Item Dispute, after four days and close it after another four days.
You get your fees back and the deadbeat cannot leave feedback.
More important, the deadbeat gets a Strike which will make it harder to bid on eBay in future.
Yes. It takes time. You're a big boy (or girl 😞 deal.
Now.
Let's stop these deadbeats before they bid.
Go to your Seller Preferences.
Put an automatic Block on deadbeat bidders who have those Strikes.
You could also Block bidders who do not have active Paypal accounts if you find many of the deadbeats are zero feedback members, but be aware that many new and guest members do not have PP accounts until they need them.
Next.
Did you know that there is no shipping fee on many of your listings?
You may have put them there, but they are not showing.
Usually this is because the measurements you have entered do not match the service you have chosen.
Consult canadapost.ca for accurate measurements.
Your Terms of Sate in your Description are kinda negative.
Shipping to Canada is anywhere between $8-14 depending on province. It includes delivery notification.
Shipping to the US is approx. $12-14 with NO tracking. It is around $16-19 to having it shipped with tracking.
Shipping to the UK and some European countries is approx $15 for surface and approx. $29 for air.
Please contact to find correct shipping to your area
Use Calculated Shipping.
Be very aware of the dimensions and weight of the packaged record.
If a dysnumeric like me can get Calculated Shipping right, any one can.
You have some time, up to 24 hours, before your item is going to 'index' and appear on the site.
When you list a new item, look at the listing .
Enter other countries to see if the shipping is correct. (I use K1A OA6 for Canada - that;s the House of Commons in Ottawa , and 90210 for the USA)
You use Calculated Shipping on some of your items, why not on all?
(But does Light Packet, maximum thickness 2 cm and maximum weight 500 grams, give you sufficient dimensions for the package? )
Don't mention tracking.
Don't encourage the odd twister to think he can get something free by opting for no tracking.
And don't use Surface Shipping overseas. It is just asking for an INR dispute, which you will lose.
I have been suddenly having a few people purchasing my buy it now items and then e-mailing me after a day or two saying "Sorry
Part of this may be due to not knowing shipping cost.
Part may be the time of year-- collectors tend to move their collecting budget into presents in December. They come back in January.
And mobile devices.
EBay tells us that over 50% of transactions now involve a mobile.
I suspect that is even more true of your demographic than of mine (I sell vintage SF, postage stamps, dress patterns and the like).
So look at your listings on a smartphone.
What does your customer see?
Mobile shopping makes having the shipping cost easy to find all the more important.
Oh and one little fuss. Shouldn't the Killer's debut album be noted as a reprint? Again, in the title, since many of your customers won't get any further than the facsimile cover in the picture and the title before ordering.
Then when they look closer, they cancel.
And that is where we started.
12-19-2015 12:51 PM - edited 12-19-2015 12:55 PM
I think there are two ways of approaching this problem (people changing their minds after the fact). Although I agree with 'femmefan' that it's a good idea to weed out the non-payers by filing Unpaid Item Disputes, the question is -- how do you define a non-payer?
This is something you have to decide for yourself, to fit within your "comfort zone" of selling on eBay. I'll tell you what my approach is. You may agree or disagree, but it's the way I personally deal with such issues.
If a buyer purchases one of my items and then essentially vanishes for 4 days (no explanatory email, no payment, no request for cancellation), then I send one friendly reminder, wait 2 days, then file an UID. In nearly every case the buyer has finally paid. Is that a non-paying customer? I don't think so, strictly speaking. In such a situation, I'm not sure I've made a happy buyer (who might be back the next time with more money).
If a buyer purchases an item then sends me a message saying her dog hit the "Buy Now" button and she doesn't want the item -- or whatever the excuse -- then I'll send a message back very politely asking if the buyer would like to cancel the transaction. If I get a message back saying "yes, please", then I will process the cancellation using the reason "Buyer made a mistake or changed their mind". You will not get a defect for that sort of cancellation.
I usually send a message saying I'm sorry the transaction didn't work out for the buyer this time, but hope she'll visit my store again. In that scenario, I think I've likely made a happy buyer by letting her off the hook entirely, with no consequences for her or for me (and a buyer who might be back the next time without the dog).
Now you may think I'm making myself into a patsy doing this. However, think about all those times -- especially if you're in a hurry or doing Christmas shopping for example -- when you've picked up an item in a brick-and-mortar store, put it in your cart, looked at it, put it back, picked up something else perhaps, then changed your mind again, perhaps at the last minute just as you're in the cashier line. I know I have. And I certainly wouldn't want one of the store clerks to be chasing after me forcing me to pay for something I really didn't want.
In the end, I think it boils down to how comfortable you are with accommodating reasonable requests. My own "line in the sand" is if people don't contact me at all, i.e. don't even make an effort to think up an entertaining excuse. Then I think they deserve the UID. Those are the ones I will block after the dust settles.
Some just decide after the fact that they purchased in haste and wish they hadn't. Those are the customers I have no problem accommodating. If they think I was fair to them when they needed it, then my feeling is that they might be back.
I do agree with 'femmefan' that mobile devices, combined with mass-A.D.D. these days, are probably going to cause more and more of these "whoopsies". Still, I'd rather agree to a pleasant buyer's request to cancel and be able to re-list as soon as they accept the cancellation, than have to wait through the UID process to relist. Keep in mind that a buyer who does pay after a UID is opened can also leave feedback, so continued courtesy is in order throughout the process.
I took a look at a couple of your items at random. Is there any reason why you are using calculated shipping on some and flat shipping on others? Personally I prefer flat shipping because the buyer sees the shipping cost right up front, immediately, no further muss or fuss required. I think 'femmefan' may be right that some of your problematic transactions might have resulted from buyers not being able to see shipping costs before buying.
By the way, I tried entering my (Canadian) postal code into your shipping calculator and got the message "Shipping cannot be calculated". I suspect something is wrong with the sizes and /or weights you're inputting. That's one of the little irritations about calculated shipping I don't like. You really have to know and study your Canada Post rate/size/weight tables, both for inches and centimeters. Sellers have reported issues around the dimensions not working out properly -- I don't use calculated shipping, so you'll have to ask someone who does what the problem and the solution is.
I find flat shipping works better for me because not only do my buyers see the shipping cost immediately at the top of the listing, but I also have direct control over what I charge for shipping. This means I can "subsidize" some of the rates in order to attract customers and save on FVFs. I know many sellers prefer calculated, but the concept has never appealed to me.
You are probably selling in a category that will attract younger, less attentive or more impulsive buyers. You need to do everything you can to present all the relevant details to them in one easy step.
And yes, I would seriously revise the "PAY ATTENTION TO THIS" commentary below your listings -- at the very least soften the language, and say "Please Note", or "To My Valued Customers", etc. at the top (and please, not all in capital letters, it looks like nasty shouting).
You have some interesting items for sale. Best of luck to you!
12-19-2015 02:34 PM
I agree with rose-dee that there are deadbeats and there are slow payers.
She and I have customers who both read and follow instructions (she sells wonderful patterns for vintage clothing, I sell books and stamps).
If your customers don't fit that description, it's up to you to fit your listings to the customer.
Because you are not going to change the customer.
12-19-2015 04:54 PM
eBay says that 62% of all transactions are "touched" by a mobile device. eBay also states that in excess of 50% never read the description.
They type in a couple three keywords and then choose the best picture. Yeah, they like to decide on the best pictures. Include more pictures than you think is reasonable, Get very good at pictures as the pictures do the selling.
All of my listings are IPR. Some sellers do not use IPR because it drives away people that do not want to pay immediately. At the end of the day, you should still have the same number of paid for sales. My ditherers simply never make the attempt to buy, yours do.
I have come to believe in either flat rate shipping or "free". In the last 18 months, the Loonie has dropped 30% against the Greenback. This has allowed me to compete head to head with American sellers. I buy in Loonies and sell in Greenbacks. Compared to Dec 2012, three years ago, I am making about 43%.
Do not look at shipping as "extra", instead, it is part of the cost of the widget.
I do not play the race to the bottom game, I compete with high price sellers. That works very well for me.
I have tried all sorts of different combos, and, for teh last year, BIN with IPR and "free" shipping is working fantastic for me. I am free to the US, Canada, and depending upon weight, about 98% free to worldwide.
12-19-2015 05:35 PM
Quite a few of your listings do not show a shipping price for Canada, the U.S. or any other countries so it is quite possible that a buyer may make the purchase and then when you send them the invoice with the shipping cost, it is more than they thought it would be so they don't pay.
If you click on 'view listings' under your name on this forum and then select the list view - price + shipping lowest first, you will see all of the listings that do not have a shipping cost to Canada at the end as they will say shipping not specified. To see which listings don't show a price to the U.S. change your location at the top to the United States, enter a zip code such as 90210 and refresh the page. Again, the listings at the end will say shipping not specified. You can check overseas listings in the same way..just pick a country and refresh, you don't need a postal code.
It's quite likely that the listings that do not have a shipping cost are not showing it for the same reason. If you're not sure how to fix it,
please give some listing numbers and tell us whether you are using flat rate or calculated, the service you have specified for Canada, the U.S., overseas and if you are using calculated - give us the dimensions of the package. The problem that you are having with shipping costs in Canada may not be the same as the on that you are having for the U.S. so it's a good idea to give examples of each.
As far as handling non payers, I don't get a lot of them but like rose, I send them a message after about 3 days and then if I don't hear from them I open an unpaid item claim on the 4th or 5th day. If they message me within a day or two after the purchase and ask me to cancel, I will do a cancellation rather than an unpaid item claim.
12-19-2015 06:27 PM
the cd lsitings that do show a shipping charge don't show the correct charge. The listing body has "
12-20-2015 11:08 AM
@toby**bleep**zu wrote:I've had more non payers, either disappear or message saying they don't want it, plus ones who pay and immediately ask to cancel. Chalk it up to the time of year, and things that ebay is doing like offferring "found a better price" as being a reason for returns
You hit the nail on the head right there.
If a person looks at an item and buys it right off they have done so before Ebay has had the chance to send them the email with the "We found you a better price" info. So they purchase and pay and whammo, makers of the Frisbee, they get an email from Ebay, who really should not be doing this in the case where a purchase has already been made, telling them about the item available at a lower price.
So then they cancel your sale and buy based on the Ebay email.
In my mind this is one of the most despicable things that Ebay does currently. Who are they to undermine a sellers transaction in this fashion? Pretty shameful and as we have all become painfully aware, Ebay has little, if any, shame or integrity left these days!
Cheers,
thD
12-20-2015 04:40 PM
You're right, I hadn't noticed that. But some listings including cd's have this:
12-20-2015 04:43 PM
12-21-2015 01:35 AM
Thanks everyone for the time you took and your suggestions.
I have been doing the listings and shipping options that way for over 10 years now. I like to give my customers choices when it came to shipping and that's why you see how I have listed the pricing. I have never had an issue until these last 2 months.
I always contact the buyer very quickly after the auction ends and all but a couple have got back to me stating which shipping option they prefer. I send them the invoice and then they don't pay. If ebay is sending out the "cheaper" option email then that can make sense. You do see that some of them have prices set now as I have been shipping those types of products more often to certain countries and have found that average shipping price.
If someone has asked me to cancel it, I have gone in and it customer has changed mind/ problem with their address option. Sometimes ebay closes it right away as they can see no money has changed hands and others (I have 3 open right now at 9 & 10 days) it waits for a customer reply. Obvious that they haven't said anything even though they tell me they would.
Also, I have never seen where I can set something up as lettermail. Even when I go straight to the post office with a cd (under 100 grams) they don't do lettermail either. I can't figure that one out.
Again thanks for all the help
12-21-2015 01:50 AM
femmefan I do have a question for you. You mention about a listing for The Killers first album being a reprint and that I should possibly list it as a reprint. I am wondering which album you mean? I don't have a Killers album for sale so which would it be you were thinking of?
A few of you mentioned as well that I have a different selection of records. Not ones your average listener would be looking for. My demographic is definitely more aimed at the collector not the casual buyer. A lot probably does tie in with the time of year.
Going forward I will look at my phrasing and use of capital letters. I guess I was just getting fed up with a few people saying I didn't know you are in Canada. I wouldn't have bought it if I had known that. They should make you sell in Canadian funds then.
Thanks again
12-21-2015 01:31 PM
Also, I have never seen where I can set something up as lettermail. Even when I go straight to the post office with a cd (under 100 grams) they don't do lettermail either. I can't figure that one out.
Light packet and lettermail have exactly the same rules as far as sizing and weight. You are supposed to use light packet rather than lettermail to send merchandise outside of Canada however inside Canada, you can use lettermail for anything that fits the size standards and other requirements. Many of us here use standard or oversize lettermail to ship items within Canada.
https://www.canadapost.ca/tools/pg/manual/PGletterml-e.asp#1380754
12-21-2015 02:08 PM
I like old rock'n'roll most of which I heard when it was first out.
Jerry Lee Lewis is The Killer.
I'm actually surprised about the 33.3 album.
Lewis' first records would have been on 78s.
12-21-2015 02:48 PM
12-21-2015 08:43 PM
I see what you are talking about now. I guess I was a little confused when I didn't see the apostrophe in Killers. I thought you meant the more recent group by that name.
His singles would have been on 78's. I have one of those somewhere. Unfortunately the person who gave it to me abused it so it's not playable but a cool piece of rock n roll history. I believe the lp's back then were 33.3. 45's followed soon after
In the title I have put RSD which means Record Store Day. The collectors looking for that piece (and others) search by rsd now. Only 2000 pressed worldwide makes it hard to find too
Thanks again