1. Auction ended on 2/21 at around 10:35 PM Eastern Time with BIN.
2. The morning of 2/22 I update my auctions in AuctionTamer and note this. I immediately sent out EOA notice.
3. Then I received email from Billpoint showing that buyer paid on 2/21 at 10:39 PM, minutes after the auction end. Immediately sent "Thanks for your payment" notice.
4. I packaged the book and shipped it that morning on 2/22. I sent a "Your book shipped" notice.
5. This morning I receive a response to my EOA notice that said, and I quote:
"I would have thought you'd have already mailed it..."
Then there were 2 more emails from the buyer in response to my other 2 emails, basically saying "Thanks"
OK. Now the buyer obviously didn't read the other emails I sent before he fired off that first response. This buyer obviously takes issue with having his packages sent the very next day after he pays.
Now, I've never had anyone complain about how I've shipped packages before, (I've shipped about 600) and this buyer complained before he even read the email stating that his package did ship. A bit premature, I think, but I'm letting it go.
Now for the question:
Do you feel it's necessary to state the shipping schedule in the TOS?
Personally, I ship on Tues., Thurs., and Sat. When my son is able to go to school in the future, I intend to ship daily, but for now, dragging him into the PO only 2 days during the weeks works best. So, for example, if a payment arrives late Thurs. afternoon, the package goes out Sat. Or a payment received on Sat. after I've already shipped goes out Tues. No one has ever had a problem with this before, but I have a feeling that this buyer would have given me a severe email tongue lashing if his package had been one that wasn't scheduled to go out for a couple of days.
posted on February 23, 2001 09:28:57 AM
I would have no problems with your shipping schedule. I would say as long as you put in your auction description everything would be okay. Most people expect same or next day shipment when payment is recieved and this would help them out better.
This Sig File Has Been Censored By Steven Richards And The Right To Censor!!
posted on February 23, 2001 09:31:45 AM
I think your shipping schedule is fine. I think it would be optional to state in a TOS. I think the biggest thing is communication, to send an email when you ship the item.
My shipping schedule is similar & not stated in my TOS. I email when I ship, also stating I've received payment, and customers are pretty happy with that.
I've sometimes received a few emails, where is my order? But again by answering them promptly with the status "it will be shipped tomorrow..." or whenever, they are happy.
Customers just need a little communication, they appreciate it. Many buyers won't take the time to email when they ship.
posted on February 23, 2001 09:45:11 AM
Okay, I am confused.
If the auction ended the the night of the 21st & payment was made then, how could the package have shipped before the morning of the 22nd? Does he think you have a 24 hour post office that you immediately rush to when each & every payment comes in?
posted on February 23, 2001 10:19:18 AM
Because so many different buyers want to know so many different things, my TOS could run to pages. So I put the gist in my auction and a link to the details on a page on my site. I ship Sundays and Fridays and my wife usually goes out on Wed. With the post office a few miles away and several small children at home, weather or illness might prevent that Wed trip. So I tell my buyers to get me payment by Thursday for Friday shipment, by Sat for Sun shipment and after that no guarantee. I do occasionally get the buyers who pay on Monday and start complaining on Tuesday. I also get those who use Moneyzap which takes two days to clear (which I tell them about in my EOA) but expect me to ship immediately. Since during the two days, the payment can still be cancelled, I don't do this for buyers I dont know. I get buyers who insist on shipping the cheapest rate with no insurance or tracking and then complain if it hasnt arrived two days later. So I dont think it helps to have a long TOS with everything spelled out. As we all know, problem bidders dont read anyway.
posted on February 23, 2001 10:40:47 AM
Don't be too confused. The responses I received from him were sent shortly after 10 PM on 2/22.
I first sent the EOA at 6:53 AM.
I then sent a "thanks for your payment" at 7:25 AM.
Then I sent a "Your item shipped" at 10:43 AM as soon as I got home from the PO.
That may have been the first time he read his email all day, but he didn't read through all of the emails before assuming that I hadn't shipped the item. Then his responses to the other emails were pleasant, but in no way did he acknowledge his mistake. I mean, if I'd made that remark, I certainly would have apologized when I discovered my mistake. But no harm done really.
And that should also be an example to others. He purchased my item after 10 PM on 2/21 and paid within minutes. Then he responded to me after 10 PM on 2/22. So that would say to me that he checks his email around that time. Nothing wrong with that.
So I think that's all the more reason that people need to be aware that maybe a seller might also only check their email once a day as well.
Now, lets say (hypothetically) that a seller only checks their email once a day, around 9 PM after the kids are in bed and all other obligations are out of the way. So buyer purchases and makes payment after 10PM. Well, seller will not know about it until the next day when they check the email at 9 PM. So package will then ship 2 days after the purchase, instead of the next day, and that's assuming no holidays or weekend in between, of course. Is that so horrible? I don't think so.
But obviously problems can occur when assumptions are made.
And, yes, I do agree that communication is crucial. I don't buy often, but most of the time I hear nothing, just get my package someday. But personally, I do always send out notices when I've received payment, and when I ship. The buyers do appreciate it and they like being acknowledged in that fashion. But I don't knock sellers who don't operate that way.
Well, I might have to consider putting something in my TOS (and, darn it, I was trying to keep it short and sweet because of all the griping on these boards about lengthy TOS ) so that buyers don't make incorrect assumptions. And I'll promise to keep it short and sweet!
posted on February 23, 2001 11:40:11 AM
I vote on putting everything in the TOS.
Most people don't read them anyway, but you have the information documented as a conditions before the sale.
I often sell time sensitive collectibles and my buyers are in a big hurry to get the items in hand. In those cases I ship everyday and sometimes twice daily. But, in other cases the buyers are not in a big hurry.
posted on February 23, 2001 05:23:18 PM
I pay for most things with a check, so I am used to waiting.
It would make me happy if the seller worked the holding period to end at the closest shipping day on or before the time stated in the auction for holding checks. Otherwise I am usually pretty easy.
I don't start sending notes to the seller until 25 to 30 days after the EOA. Works out to 3 days to get payment to them, 10 days to hold the check, 5 days to get the package to me, and the 5 days for the normal postal delay. If it is not there 25 to 30 days after the auctions ends, I send the seller a note.
If I wanted it quickly, I would have asked if it was possible before the auction and then gone down to the PO to wait in line for the MO.
Most eBay sellers are no where near as bad as some mail order houses. Can you say, 6-8 WEEK delivery times .
posted on February 23, 2001 05:36:12 PM
Right you are, Greg, right you are. Which makes it all the more puzzling why some people expect near instantaneous shipment from eBay sellers. Granted, some are doing it full-time and might be able to check email a dozen times a day, etc. But I'd say that a great majority of sellers have other obligations that prevent that.
Here is what I've added to my TOS:
I ship on Tuesday, Thursday, and Saturday, subject to change in case of illness or bad weather.
That should be clear enough. Buyers can see immediately (if they bother to read it, which has been the subject of many a thread, hasn't it) that I do not ship every day, and that other matters can interfere.
posted on February 23, 2001 06:52:51 PM
My first thought, was too many mailings. I would think an EOA notice and then a combined Thank You & mailing information notice would be enough. Could be the buyer was dealing with more than one seller and was confused over the notices.
posted on February 23, 2001 07:07:02 PM
My updated TOS:
"I ship three times a day, including weekends. Even though the post office is closed Saturday and Sunday, it's still a heck of a good time going there anyway. I will camp outside my mailbox, even during rain, sleet and snow, and when your payment arrives, I will drop everything, and leave the kids crying and hungry on the kitchen floor while I package your $5 widget and then drive 10 miles to ship it because your business is important to me! And even though I lose money on most deals, I'll spend a small fortune on shipping and packaging materials out of my own pocket. Of course, I wouldn't consider adding anything extra for my trouble, because I love my customers! If you change your mind about your item, or find it selling elsewhere for less, I'll cheerfully refund your money, and you can keep the item. Because you customers make my life worth living!
posted on February 23, 2001 10:21:52 PMTwinsoft, don't forget the gas money too! LOL
Back on track. I think a lot has to do with what you sell, how you sell it, and what payment methods you accept. In other words, you're gonna have a few wierdos in any bunch, but you will probably have more impatient buyers if you sell with BIN and accept online payments than if you run 7 to 10 day auctions and take checks and money orders. If your auctions run toward the first bunch, it may be a good idea to include your schedule (although I do like twinsoft's better).
[ edited by BlondeSense on Feb 23, 2001 10:24 PM ]
The responses I received from him were sent shortly after 10 PM on 2/22.
) so that buyers don't make incorrect assumptions. And I'll promise to keep it short and sweet!