posted on February 1, 2001 10:41:15 AM new
Hi folks.
Need support and advise.
Auction closed 01-23, AW sends winning bid notification 1-23. I hear nothing from bidder and today a get a neg on my feedback saying I "refused sale after 4 responses, first neg in 60 auctions"
REFUSED SALE.. This joker must be nuts, I never would refuse a sale. I have over 150 positives all my customers have raved about how they love the product, how fast the transaction is and shipping is always within 24 hours and how great we communicate.
This bidder claims to have contacted me based on the neg I received, 4 times, and I checked my emails in outlook express and have NOTHING from him nor do I have a response to my AW email.
Now what? I hate leaving negs or "non paying bidder" but I would like to do so with this bidder. Now I do want to "refuse" the sale but my business ethics say no. I just can't believe that after working so hard to keep people happy and give them a nice product they can't get anywhere else that this liar, bull ----- bidder whould do this for no good reason.
It makes me want to throw in the towel and I have been in business for 20 years. This one really got to me. Suggestions anyone?
posted on February 1, 2001 10:44:59 AM new
If this person's feedback is good, it's possible that his emails to you really haven't been going through and maybe yours haven't either. It does happen, and I know that from first-hand experience. Try writing to him from a different email address and explain that you haven't received any email from him at all, or use the "Send this email to a friend" link from the auction page to send the same message.
posted on February 1, 2001 10:45:05 AM new
I've always felt that it's good to let one person ruin your whole life.
Just kidding...
Actually, just leave a reply to the negative feedback. Explain, in however much space they give you, that the bidder did not email you and "why would I refuse a sale?" or something like that.
"My possessions are causing me suspicion." - Neil Finn
posted on February 1, 2001 10:53:56 AM new
As my dear departed Daddy used to say, "You can't dictate the stupid things people do."
Leave a professional response to the bidder's feedback explaining what took place. Members will read responses and determine who to deal with. Life isn't perfect so don't quit.
posted on February 1, 2001 10:57:32 AM newAuction closed 01-23, AW sends winning bid notification 1-23. I hear nothing from bidder and today a get a neg on my feedback saying I "refused sale after 4 responses, first neg in 60 auctions".
This is why I never use a 3rd party to help me complete a transaction. You lose part of your control over the transaction. It's much better to send thos EOAs yourself and follow up on them yourself (or hire in-house help with this).
When you depend on a third party to assist with your emails, you take chances.
posted on February 1, 2001 11:07:15 AM new
dubyasdaman
You have a point about third party sending the emails. I do however love the help that AW provides in sorting out my auctions and providing the post management tools. I have tried doing it the old fashion way and get bogged down in paper work and check lists.
However after this experience I will at least send a personal note after each closing auction just to be safe.
posted on February 1, 2001 11:16:52 AM new
Greengate:
Thanks for the comments. I wasn't trying to disparage your way of doing business. If something works for you you should do it. It's just that time and time again sellers come to these boards asking for advise on fixing a problem caused by a 3rd party. From my own experience and from reading these boards, my recommendation is to handle all emails yourself.
posted on February 1, 2001 11:47:58 AM new
dubyasdaman
Thanks for your response. Question for you. If you handle all your own email do you also have AW send a WBN? Do you use the post management tools also? Any problems with duplications to the customers? I guess I am asking if I should do both?
I do agree with you on the problems third party involvement can create and in my case perhaps the AW glitch that we had last week has contributed to my Neg feedback. I will certainly use your suggestion in handling mail and first contact in the future.
It appears this bidder has email problems and it is costing me bad feedback. Still not sure how I will handle this.
posted on February 1, 2001 11:53:39 AM new"....or hire in-house help with this..."
I keep trying, but he's too darn expensive. Sounds to me like an email SNAFU. I had a few complaints when I was sending out EOA's through AW. I think that sometimes they register as "Sent" on the AW servers, even though they aren't. As someone else suggested, I use the "Email this auction..." link to send the second EOA notice, if I get no response to the first, along with my ISP email account (my Ebay account is through Hotmail). I've only had a couple of bidders fail to respond after that, and never heard from them at all, even after filing the NPB and FVF credit.
As far as the negative feedback, if the bidder will agree to ask Ebay to remove it, and it's worth $15 to you, you can go through Square Trade and have a mediator assigned to draft an agreement that Ebay will accept as a basis for removing it. Otherwise, just respond and ask him to post a follow-up comment stating that the situation was resolved.
posted on February 1, 2001 11:58:30 AM new
My first negative was also a result of emails not getting through. Buyer sent payment, I shipped the item, it never arrived (7 months later, it still hasn't arrived or been returned to me - its truly lost). Buyer tried to contact me, but emails were going into limbo.
Only found out he hadn't received item when negative feedback was left.
This at the same time he purchased numerous other items from me. This time we used alternate email addresses for contact, and shipped Priority Mail with DC - no problem. THE postive from that transaction offset the negative, so at least my # total is not hurt.. but seeing that one lone negative on my record still depresses me.
posted on February 1, 2001 11:59:24 AM new
Pickerangel,
Thanks for your advise. What is this?
"As far as the negative feedback, if the bidder will agree to ask Ebay to remove it, and it's worth $15 to you, you can go through Square Trade and have a mediator assigned to draft an agreement that Ebay will accept as a basis for removing it. Otherwise, just respond and ask him to post a follow-up comment stating that the situation was resolved."
I am not familiar with Square Trade, is it through EBay? If not, will Ebay change the feedback with the buyers permission?
posted on February 1, 2001 12:04:29 PM new
Square Trade is an independent mediation group that's affiliated with Ebay and also with AuctionWatch, so you should find links on both sites. Yes, if the buyer will agree and sign off on the mediation agreement, Ebay will remove the negative. However, you do have to have a Square Trade mediator involved, which costs $15.
posted on February 1, 2001 12:20:07 PM new
Ebay is going to have to do something about Negative feedback from NPB.
Yesterday I received an email from Ebay Germany. The bidder didn't pay for his auction from 1/6. I sent him NPB and he responded with send me an invoice, I did and he still didn't pay. Ebay issused me a credit. Ebay Germany said I did not honor the sale.
********************************************
I received a neg because the bidder said I didn't send his item on time and I didn't answer his email. I sent him email to let him know there was a US holiday and it would cause delay. He even called me on the phone and I told him the situation.
It turns out he was not receiving my email.
When I emailed him from another account, he starting getting my email. Now we are the best of buds. Ebay will not remove the neg feedback.....
posted on February 1, 2001 01:22:06 PM new
Hi again folks,
I see this NPB situation could be a problem for a lot of folks. Using negative feedback is not a good solution when mail is not received.
So here is my letter which I may send out shortly but would like to get opinions first from this wise group. My blood pressure is still up so I need an objective, professional editor to catch any not so business like remarks that may have been overlooked in my present state of mind. My gut feeling is I am say too much or perhaps not enough???
I am sorry it appears you are having email problems! I have checked the email inbox and found NO EMAILS from you and also NO EMAILS recorded in my Auction Watch Post Management “Winning Bid Notification” which was sent to you on 01-23, 10 days ago, requesting information from you regarding our transaction.
I am re-sending that WBN from Auction Watch, and this email through Ebay and my alternate email address. Also this email will be sent again through my Ebay ID address. I would suggest you check the email address you used to send me email. You have however apparently received my information request, WBN, and did not complete that request form according to your feedback statement.
I have received emails from all the bidders on the 20 plus auctions that closed at the same time as the auction you bid on. I have had no problems with mail on my end so I am fairly sure the problem is with your email, typical with MSN. You may not be aware that Microsoft had a major upgrade on all of their sites last week which may have disrupted programs and servers you subscribe to.
It is not my policy to “refuse a sale” I had no reason for that, so I will hold off on leaving you negative feedback on your account. I would not want to damage your reputation based on your faulty email problems as I am certain you have worked very hard to build a positive feedback just as I have.
Hopefully we can clear this matter up today in a satisfactory way for both of us. I await your reply.
posted on February 1, 2001 02:15:59 PM new
YIKES.... I think I may have a fruitcake on my hands with this NPB. I haven't sent out my letter yet but just received a threat to leave me more negative feedback which was emailed as a note included in a request for invoice through Billpoint.
I have to admit after reading the horror stories from other sellers about people coming to their homes etc. I am now somewhat intimidated by this bidder as this person's address is only 12 miles from my home. I feel like I am being set up for something.
Now I feel I can't reply in a business like fashion as it is a no win situation. I want to leave this person with the biggest neg I can muster up. Any thoughts on this situation? Am I over reacting?
posted on February 1, 2001 04:00:04 PM new
Send him the Billpoint invoice and follow it up with an email instructing him not to bid on anymore of your auctions, with a CC: to [email protected]. Unless he's bought more than the one item for which he left negative feedback, he can't leave additional negatives. If he bids on additional auctions in order to do so, you can have him suspended. Depending on how he worded the threat, you may also be able to get him suspended for feedback extortion on the basis of that email alone. If he is trying to coerce you into some action that is not a normal part of your obligations in this transaction with the threat, it's definitely worth reporting.
Just my two cents worth here...I don't use the automated emails for EOA notification but even if I did, I wouldn't wait 8 days before hearing from someone.
I wait two days, and send a second email. I've had so many problems with my email service, that you just never know.
Usually, though, I hear back from them after that second email apologizing for the delay. If they don't respond after the second email, I'll mail a third with a 'last chance' theme, saying I'll offer to next highest bidder, etc.
I've sold over 500 items in the year I've been on Ebay, and I've never had someone not respond. I've had my share of non payers, but they have all responded initially.
posted on February 1, 2001 05:21:30 PM new
The collective wisdom here is wonderful. Thank you for the great input into my situation.
Pikersangel
I liked your suggestion and I sent a Billpoint invoice rather than my letter. I had however already concluded this afternoon that this buyer was a NPB and was just looking for an excuse not to pay. We shall see if this bidder really wants to purchase.
DinaPal,
I like your promptness when your bidders don't respond. I give my bidders a full week. My reasoning is that I sell artwork, often a highend purchase. Many of my customers are busy earning money to pay for their purchase often they don't have time to play on eBay. So far I only had one NPB and I believe something may have happened as she is no longer on ebay bidding and had several negs from other sellers at the same time my auction closed. No responses to any of the sellers. But I agree that maybe I should push the 2nd notice up by a few days.
posted on February 1, 2001 07:22:35 PM new
I send EOA notices within 4 hours of close asking for a response from bidder within 48 hours. I don't trust 3rd parties to do it for me.
If I don't get a response, I use ebays "mail this auction to a friend" with the winning bidder notice enclosed.
The bidder gets one more email after that and then I file NPB. I figure I used different avenues to send email, so one is bound to go through.
I have had fewer deadbeats since the beginning of the new year.
posted on February 1, 2001 11:00:03 PM new
My NPB paid the request for payment from Billpoint within a few minutes but never responded to my emails. My gut feeling on this one has not been good and then I see it!!!
On the request for invoice he gives one shipping address and on the payment he gives another 150 miles away from the first address. I email "risk management" at BillPoint telling them the situation. No answer however as I am sure it takes time and it is late at night. I decided not to wait and went back to my Billpoint manager and refunded the money stating buyer sent two shipping addresses which I could not verify and buyer does not respond to my emails. I am reporting this one to Safe Harbor. Something is not right with this bidder.
Sounds to me like an email SNAFU. I had a few complaints when I was sending out EOA's through AW. I think that sometimes they register as "Sent" on the AW servers, even though they aren't. As someone else suggested, I use the "Email this auction..." link to send the second EOA notice, if I get no response to the first, along with my ISP email account (my Ebay account is through Hotmail). I've only had a couple of bidders fail to respond after that, and never heard from them at all, even after filing the NPB and FVF credit.
