posted on April 21, 2001 10:40:56 AM new
I shipped out several packages Monday in very hectic conditions. The result was a few days later I get an email "I got the wrong item how do you plan to resolve this." After I stopped beating my head against the wall I figured which two items I switched and emailed the other buyer telling him of the problem. Both buyers have been very understanding and are returning the items they've got. Here's the part that surprised me, both buyers have left me very positive feedback (they still haven't got their correct item) and sent very nice emails saying they understand.
After reading this message board for several months I'm almost willing to believe I've screwed up with the only two understanding buyers on eBay.
------
One item was for $39, the other for $49. Not a fortune, but nothing you'd want to waste either.
Have you ever been that lucky? Or are the stories about difficult buyers overblown and don't reflect the norm?
posted on April 21, 2001 10:53:59 AM new
I have done that twice!! Don't know how either, and both times, buyers were very understanding. Funny thing.....the second time they both decided to keep what they had received, and no adjustments had to be made. Go figure..
posted on April 21, 2001 11:04:18 AM new
After reading these boards for a couple of years, I've come to realise how very few people will admit a mistake...or that they're wrong about something.
I'll bet you apologized like crazy, and your buyers found it so refreshing they gave you a positive feedback just for renewing their faith in humanity...
posted on April 21, 2001 11:13:17 AM new
Well, I'm not shy! I've done this on a couple of occasion..atleast twice during this last incredible Christmas season I had.
You BET I was apologizing profusely! And God Bless those buyers. The ones who got the incorrect package actually took the correct addresses & went to the post office to reship it for me to the correct buyer.
I sent everyone involved an additional item as a thank you for their patience & assistance. I got glowing feedback from each & every one of them.
Just very recently I made an even worse mistake. Sold some books, went to box them up when I got payment to discover they were missing...gone...history.
I had to email the buyer begging forgiveness, return his money & then I shipped him an entire boxload of similar type books (he was buying them for his daughter). I got some of the best feedback I've ever gotten from him. He got another intense apology in his feedback from me.
I've yet to have a buyer who didn't seem to understand when I've voluntarily admitted my mistake & offered to do whatever I could to make it right for them (beyond refunding their money).
We focus on the difficult customers but sometimes tend to forget those who made OUR lives a bit easier by THEIR understanding.
posted on April 21, 2001 11:14:51 AM new
I haven't made a shipping mistake yet (knock wood) but I have a feeling that when I do, it'll be a doozey.
I think your experience speaks well of eBay buyers, uaru. So many times all we hear are the stories of bad buyers, but I personally feel that the majority are fair and understanding -- perhaps because they are dealing with a real person rather than a company, and they appreciate that..
posted on April 21, 2001 11:26:40 AM new
I had a seller do this with an item they sent me. They realized it before it even arrived. They asked if I would forward it to the correct buyer (it was just before christmas and the seller did not want any delay). I had no problem with forwarding it. The seller even included money in my package to cover the shipping.
You bet I gave the seller great feedback. I know it is impossible to be perfect, as long as the sellers keeps in communication and corrects their mistakes, I'm happy.
I have also been on the other end as a buyer. I forgot to include shipping in the payment. Appoligized profussly (sp?) to the seller and sent the shipping plus a little extra to cover the hassle. Seller was great.
posted on April 21, 2001 11:54:38 AM newI'll bet you apologized like crazy
Yes, I did apologize to both buyers. I didn't even blame the mixup on my wife (if a light bulb burns out I blame her.)
The buyers both were very kind and understanding, there were no threats, not a single ! in their emails. The buyers both had received positive feedback from me when they paid, there was nothing I could do if they negged me. If they had negged me I'd probably would have responded "Buyer is correct, I fouled up their shipment." Admission of a mistake doesn't make me think someone is a bad, it makes me think they are honest.
I don't wanna turn 'Pollyanna' on anyone, but I do believe the vast majority of buyers are great people. Sometimes the message boards can give you another impression.
posted on April 21, 2001 01:28:10 PM new
I have done it twice with sending out the wrong books to people ( on amazon) but all the buyers gave glowing feedback and sent off items to the right people ( I had sent one person each time 2 lots of books!) I sent extra money + s/h . Most of my buyers are very very nice . When I read my feedback, I can't understand how my family can see only my faults! I look like the greatest person on the face of the earth~ I am probably nicer with my buyers though who pay me for my labor~ guess I will get back to doing laundry sigh~ ( have to admit the house is loaded with closets full of ~ well you guessed it ~ books.) suz23
posted on April 21, 2001 07:59:25 PM new
"Or are the stories about difficult buyers overblown and don't reflect the norm?"
DEFINATELY!!
I have sent items to the wrong person, cashed a check without recording the payment, lost an item before shipping (and found it 6 months later!), broken the item when packing, sent a NPB alert in error, ...about the only thing I haven't done is given a negative to a customer who deserved a positive.
And all my customers have been wonderful about it! Wonderful, understanding people!
With such understanding customers, how could I ever get upset about or not believe the "excuses" they give me? How could I ever get angry when they are a little late with payment? I mean seriously, isn't turn around fair play?
posted on April 22, 2001 02:17:04 PM new
Yes I was lucky one time too, and it was a time that a deadbeat turned into being a saving grace. I sent the wrong item to this buyer. She said wanted it anyway and still wanted her origional item too. I had to wait and see if this other buyer would be sending his money. Turned out he didn't, so she applied the same amount of money plus shipping for her origional item, and she was more than happy.
That's the second time that happened to me. The first time I also sent the wrong item, and the buyer wanted to keep it, plus paying for her origional item. It can be a great way for add on sales. lol.
Or are the stories about difficult buyers overblown and don't reflect the norm?
