posted on March 1, 2001 11:17:42 AM new
I need help composing an email to the high bidder of one of my auctions. I filed a NPB yesterday after waiting 21 days for payment and received this email:
>>Rec'd this from ebay today. I would have appreciated you
contacting me directly if you have not rec'd my check, which I
sent a while ago. I guess I'll just have to post this in the
feedback area...
Ever think there may be a problem on your end? Did you lose my
email? I have completed MANY transactions on ebay with NO issues
whatsoever. I ALWAYS pay and complete transactions. In fact, I
was wondering why I haven't received my merchandise from you yet.
I, however, was giving you the benefit of the doubt and waiting
until the end of the month.
At this point, I'm not sure I feel comfortable transacting with
you. You have my email address and contact info, yet you could
NOT contact me directly. That is not good ebay behavior<<
Now I really want to diffuse this situation - I did not mean to offend anyone. How should I handle this now? How should I word the email to them - I do not want to get them more upset with me and I want tham to know that this does not reflect on there record - it is just a reminder that was sent through ebay saying that payment has not been received. Help!
posted on March 1, 2001 11:21:41 AM new
SEND THEM AN INVITE TO THIS THREAD, OR TELL THEM WHAT YOU JUST TOLD US.
every 20 seconds in america a woman is giving birth:SHE MUST BE FOUND AND STOPPED!!!!!!!!!!!!!!.................................................................
posted on March 1, 2001 11:26:14 AM new
Give 'em a little white lie...
"I am so sorry about this! My assistant filed the NPB & didn't follow the normal procedure of contacting the customer first. My procedure is the initial email plus 2 reminders (in case of email problems). My assistant will be reprimanded, to be sure. Once again, please accept my humble apologies. When did you say your payment mailed? Thanks so much. I appreciate your business & your interest in my auctions."
Just don't mention that.. you are the humble assistant.
posted on March 1, 2001 11:29:07 AM new
YEAH LIE THAT ALWAYS SOLVES THE PROBLEM..........................not!
every 20 seconds in america a woman is giving birth:SHE MUST BE FOUND AND STOPPED!!!!!!!!!!!!!!.................................................................
posted on March 1, 2001 11:32:22 AM new
gee, thanks for screaming at me, photo.
Because of possible email problems, you always should probably email the person once or twice before an NPB. There are so many email problems out there, they happen way too frequently.
That's why my suggestion isn't a little white lie for me, it's my procedure.
posted on March 1, 2001 11:32:29 AM new
Hi...well I guess I would go back to my original TOS and if payment was to be received within say, 10 days, then I would gently remind them of this. If you left it up in the air as to when you wanted payment, and gave them no reminder...(which I strongly feel we shouldn't have to do if they paid their obligations as they should, then maybe a reminder should have been inorder first. You have to remember, this is your business and you have to run it like you see fit. 21 days is more then enough time to have received a payment. They said they sent the check "a while ago." Well one persons "while" is different from anothers. One thing that would get my hackles up is I guess I'll just have to post this in the feedback area... which is feedback threats and extortion any way you cut it and I would let them know that. That is frowned upon by ebay! You should not have to hold the buyers hand every inch along the way. They bid, they pay, you ship, end of story! Do NOT be intimidated. State the facts. Auction ended such and such a date. Payment is to be received by such and such a date. You did not comply. I proceeded with the process. You intimation of "feedback" is close to the line of feedback extortion and frowned upon by Ebay, unless I dance to your tune. Tred lightly. I will expext payment immediatly and that can be done through la la la payment services. Thank You.
posted on March 1, 2001 11:39:30 AM new
Just IMHO, but if she has sent payment out 'awhile' ago, why didn't she contact you after a week or so and say hey, where's my stuff? Most people worry about checks floating around and not hearing from their seller. Just sounds like either trying to get something for nothing, or placing all blame on you.
posted on March 1, 2001 11:44:36 AM new
I would ALWAYS e-mail someone a few times before giving them an NPB. Half the time when I do so they say "oh, I forgot to send payment," they send it out and I get it, no harm done. Yeah it's annoying that people bid, win and then forget but it's easier to remind them and then get the money rather than going through the hassle of relisting, etc. Now if you send a few e-mails and they STILL don't respond I go ahead and neg and NPB them whole-heartedly. I've only had one person complain after that, their computer died or somesuch, but they still didn't contact me for over six weeks after the auction ended - surely they know someone who has a computer they could use to contact me?
posted on March 1, 2001 12:57:18 PM new
equestrian,
This is deja va for me. It almost seems like you are dealing with one of my buyers. DH and I are dealing with someone who pulled almost exactly the same attitude with us after we sent this person a NPB alert via Ebay.
I agree that you should be professional, which I am sure you will. But, also note that his/her behavior is not likely to improve as time goes on. You have no proof that the buyer really sent the payment and he/she may be using their high feedback to intimidate you (and other sellers?) into unnecessary waiting, sending the item with no payment, or some other nonsense. In our case, we underestimated the rudeness of our buyer. After receiving payment, we actually gave him more than he paid for and he still wrote to us ticked off that we would not immediately submit to his further unreasonable demands. When he started emailing us all sorts of insults, we had to draw the line in the sand.
My point is that you have done nothing wrong that would warrant letting this buyer make you walk on eggshells. Maybe your transaction will turn out ok. I hope it does. However, be alert. This person has already turned the tables on you, expecting you to explain yourself when you've done no wrong. Yet, he/she fails to make any mention of any positive action that he/she will take to help the two of you correct the situation in a benevolent manner. In fact, you've been given a threat by the buyer, really. Anyone who would be so condescending, while taking absolutely no responsibility for helping to reach a satisfactory resolution should be handled with caution.
Sorry if this rambles, but I just want to help you learn from our mistake.
[ edited by squinkle99 on Mar 1, 2001 12:59 PM ]
posted on March 1, 2001 01:00:50 PM new
the email is typical deadbeat spin. trying to put the blame on you and then not following thru on the deal because you are to blame, when in fact they never intended to buy and this is howthey spin it to get out of the deal ......i betcha a dollar thats the deal
posted on March 1, 2001 02:18:51 PM new
I think I would reply this way:
"Thank you for your message. It appears your payment has been lost in the mail as it is now 24 days since the auction ended and I have not received it yet. We can wait another week to see if it arrives, or you can put a stop payment on it and reissue a check for the amount due. Please let me know what you decide."
Ignore the emotion and stick to the issue. The next e-mail from this person should reveal their true colors. If it is still mad, but states what they are going to do to honor their bid, then fine. If they go off the deep end and threaten life and limb, then you are probably dealing with a deadbeat and/or a nut. Wait your 10 days and file for your FVF credit. Relist and get on with life.
