posted on March 12, 2002 11:34:23 AM new
I keep getting the same questions asked by different buyers:
1. Did you get my payment?
2. When will you ship?
3. Do you have a tracking number?
4. Its been xxx days and I haven't gotten my package?
5. Shipping was x.xx? How come you charged me x.xx?
Do you think a Frequently Asked Questions document is impersonal and would impede the relationship with your buyers? Or do you think it would facilitate sales and quicker shipping? I respond to 99% of my e-mails, but fielding questions seem to be taking more and more of my time these days.
posted on March 12, 2002 12:19:46 PM new
I ship the next business day after receiving payment (and state that in the auctions). When I receive the payment, I email the buyer notification that I received their payment, that the item will be shipped the next day (or if I'm running behind, that it already has been shipped), and I tell them what shipping method so they can figure out approximately when to expect it. By sending out that simple two-sentence form email, I've managed to avoid all the questions you list here except for #4 - and I've only received that question in those rare cases where the package has not arrived in time.
You could try using a FAQ instead, but I think people tend to read their emails more than seller's FAQs.
