<< <i><< I would have responded to his request with "will do".
Russ, NCNE >>
Thank you , Russ. This is precisely how to handle a customer's reasonable request. >>
The request was not reasonable, it was stupid. First Class is plenty fast. >>
It's likely the buyer isn't aware that they actually ship the same way and that Priority is really no faster. Thus, from their perspective it may seem perfectly reasonable. Besides, I learned a long time ago that you can never win an argument with a customer, even when that argument is unreasonable.
Russ, NCNE >>
I agree you have to do things like this sometimes. But it does not change the fact that the buyer is a total IDIOT. >>
The buyer may be an idiot, but what Russ suggests is wise. It allows the seller to turn a misunderstanding to his or her advantage. If the buyer remains dim, the feedback will show a seller who went out of his way to accommodate the buyer.
USPS published time frames notwithstanding, Priority Mail won't get it there any faster. These light weight PM packages go in the same mail bags as FC letters.
<< <i>USPS published time frames notwithstanding, Priority Mail won't get it there any faster. These light weight PM packages go in the same mail bags as FC letters.
WH >>
What matters is the buyer's perception that it will get there faster. $3 will buy you a little good will, since there seems to be a slight lack of communication. He should have been told that the item would ship after the echeck cleared, tho I would have expected him to know that echecks are not instant.
I prefer eChecks on larger purchases because of the limited PayPal fees. But any time we get one, I write and let the buyer know it was received and Paypal is expected to clear it on a certain date, and we will ship right away when it does. I just think communication is very important, and so is repeat business - I'd have just answered "Sure, we'll do that for you."
Have bought and sold on BST, many references available when asked.
There have been times when I haven't been able to get the coin out as quickly as I would like...I always upgrade to priority if this happens, and email the buyer to let them know that I'm sorry for the late shipment and have given them the upgrade...I never received anything but positive feedback from those transactions...
You Suck! Awarded 6/2008- 1901-O Micro O Morgan, 8/2008- 1878 VAM-123 Morgan, 9/2022 1888-O VAM-1B3 H8 Morgan | Senior Regional Representative- ANACS Coin Grading. Posted opinions on coins are my own, and are not an official ANACS opinion.
Send it out Express, you need to go above and beyond. The buyer is being a tad unreasonable, but it is a $350.00 coin and it is not chump change for most people. It may cost you your profit, but it'll satisfy the customer and hopefully the buyer will be pleased that you went over expectations.
I've been in your situation and as soon as I was able to, I emailed the buyer to apologize, refunded the shipping and sent it for free when I go back home a few days later.
<<<Some how Russ is making so much sense with so few words.
"Will do"
I like it. >>>
Me too! What is the sense calling the customer a "jerk or stupid" I'd much rather do business with someone like Russ or Twosides2acoin" than someone that takes my money and calls me a jerk any day. Customer service counts.
If for whatever reason -- legitimate or not -- it took me 3-4 days to ship after the check cleared, I'd have upgraded shipping as a courtesy regardless of customer request.
<< <i>Send it out Express, you need to go above and beyond. The buyer is being a tad unreasonable, but it is a $350.00 coin and it is not chump change for most people. It may cost you your profit, but it'll satisfy the customer and hopefully the buyer will be pleased that you went over expectations.
I've been in your situation and as soon as I was able to, I emailed the buyer to apologize, refunded the shipping and sent it for free when I go back home a few days later. >>
No need to go "overboard" IMO since its not like yer weeks late. He asked either rightly or wrongly for priority so just get out the ketchup and eat the lousy $3.
Also why would you feel compelled to block him? Makes no sense a tall; just remember next time to communicate a little faster. Why cut off yer nose to spite yer face? Industrial strength dumb if you ask me. Its a wonder that some of you here can find ANY harmony on eBay.
I'm confuzed. Of course you send it to him Priority shipping!!!! Why would you even use first class mail???? Add the .55 cents to the shipping price before the auction and none of this is relevant. Yourself as a buyer, dont you want the items you won in a timely manner????? It's all about CUSTOMER SERVICE BABY!!!
<< <i>The guy is an A-hole, but you can upgrade him for only 2 or 3 more dollars, so just do it. If you ship first class you will be receiving a negative. >>
How can you jump to that conclusion though? He paid for something that was expensive, and after a week, did not get his item. I would also ask the same and would hope the seller would ship it priority for me. Frankly, this does not make him a bad person in my opinion.
AJ >>
I totally agree with you Aj, I pay and someone takes a trip without shipping 1st class before they leave? Hell I have a life too. Maybe I had something to do with the coin. YOu got his money now upgrade him and give him his coin with class, not first class. Boy you guys sometimes make me
Only on ebay do customers expect next day shipping. I ordered a pool filter (from a e-tailer) on 3/5 which still hasn't shipped.
I get tired of going to the post office every day but my DSR rating on shipping time 30 day average has fallen to 4.7--probably because registered mail that I ship gold buffalos with has been slow lately. Most of my shipment ship next day. So I'm redoubling my efforts to get EVERYTHING out the next day. What a game we play.
Since you don't ship saturday put that in your auctions. It may help and may not.
I'd respond this way, "Priority mail is no faster than first class but is designed as first class treatment for packages over 13 ounces. Sending a smaller package by Priority mail is just a windfall profit for the USPS. But you're the customer and your satisfaction is my first priority so if you want me to send this priority mail I will. Since I've not met your expectations on this shipment I'll offer you free shipment on your next purchase. Just remind me, I'll remember you. Thanks, Jerry."
As a buyer I always notice when the seller does something "extra" and not completely spelled out in the "contract" for example
if I get priority mail without it being mentioned if it is packed with extreme care when emails are sent telling me what is happening and if there is a delay when I receive a product that is better than I had thought etc
so, if you realized it was delayed more than usual, you might have even brought up the priority mail issue, and just apologized even though you did absolutely nothing wrong
Like I said, I would do Priority just to placate the buyer, and I certainly would not want to tick off this type of person any further to avoid creating a bigger mess. Still, the bueyr is a total ASS for expecting the package to arrive on Saturday after paying on Thursday. There is nothing "reasonable" about this at all, period.
When someone spends that kind of money on ANYTHING, you should do yor best to appease. If it were not for that one customer, the product would not have sold or sold for less. The customer is always right. That is called customer service and trust me most dealers lack it. -Dan
<< <i>Placate the idiot. Expecting the coin in three days is b.s. Part of sales is smiling and calling someone a moron...in your head. >>
How do you know what the buyer expected? It seems reasonable to assume that he either forgot or didn't know that echecks are not instantaneous and was likely expecting the item to ship shortly after he paid. First off one shouldn't have to come here asking what to do, but when that happens we find out just how many disingenuous boobs there really are here.
<< <i>Only on ebay do customers expect next day shipping. >>
Plenty of eBay sellers are just as bad. How many times have we seen threads around here complaining because a buyer hasn't ponied up after a couple days?
I get tired of going to the post office every day but my DSR rating on shipping time 30 day average has fallen to 4.7--probably because registered mail that I ship gold buffalos with has been slow lately. Most of my shipment ship next day. So I'm redoubling my efforts to get EVERYTHING out the next day. What a game we play.
That's a losing game, especially in light of the unrealistic expectations of some buyers. You can certainly tell who the non-sellers are here. Buy something off-Ebay from any small or mid-sized company, and you'll be hardpressed to get it shipped it to you in 2 days for a couple of bucks.
In this case, I think it's appropriate to be apologetic and upgrade it to keep the buyer happy, because that's just good customer service. That doesn't mean it's a reasonable request, though.
I'm sure that you have sent it by now via 'priority'. As you will find out, this is a small cost in the grand scheme of things. You obviously will be selling/buying coins for a life time and will be anxious for a 'won' treasure that you will have paid for. Best of luck with your business.
Comments
<< <i>
<< <i>
<< <i><< I would have responded to his request with "will do".
Russ, NCNE >>
Thank you , Russ.
This is precisely how to handle a customer's reasonable request. >>
The request was not reasonable, it was stupid. First Class is plenty fast. >>
It's likely the buyer isn't aware that they actually ship the same way and that Priority is really no faster. Thus, from their perspective it may seem perfectly reasonable. Besides, I learned a long time ago that you can never win an argument with a customer, even when that argument is unreasonable.
Russ, NCNE >>
I agree you have to do things like this sometimes. But it does not change the fact that the buyer is a total IDIOT. >>
The buyer may be an idiot, but what Russ suggests is wise. It allows the seller to turn a misunderstanding to his or her advantage. If the buyer remains dim, the feedback will show a seller who went out of his way to accommodate the buyer.
WH
While priority is not guaranteed it can be faster then 1st class mail.
Plus one gets to use the USPS boxes etc.
Steve
<< <i>USPS published time frames notwithstanding, Priority Mail won't get it there any faster. These light weight PM packages go in the same mail bags as FC letters.
WH >>
What matters is the buyer's perception that it will get there faster. $3 will buy you a little good will, since there seems to be a slight lack of communication. He should have been told that the item would ship after the echeck cleared, tho I would have expected him to know that echecks are not instant.
I've been in your situation and as soon as I was able to, I emailed the buyer to apologize, refunded the shipping and sent it for free when I go back home a few days later.
"Will do"
I like it. >>>
Me too! What is the sense calling the customer a "jerk or stupid" I'd much rather do business with someone like Russ or Twosides2acoin" than someone that takes my money and calls me a jerk any day. Customer service counts.
<< <i>Send it out Express, you need to go above and beyond. The buyer is being a tad unreasonable, but it is a $350.00 coin and it is not chump change for most people. It may cost you your profit, but it'll satisfy the customer and hopefully the buyer will be pleased that you went over expectations.
I've been in your situation and as soon as I was able to, I emailed the buyer to apologize, refunded the shipping and sent it for free when I go back home a few days later. >>
No need to go "overboard" IMO since its not like yer weeks late. He asked either rightly or wrongly for priority so just get out the ketchup and eat the lousy $3.
Also why would you feel compelled to block him? Makes no sense a tall; just remember next time to communicate a little faster. Why cut off yer nose to spite yer face? Industrial strength dumb if you ask me. Its a wonder that some of you here can find ANY harmony on eBay.
<< <i>
<< <i>The guy is an A-hole, but you can upgrade him for only 2 or 3 more dollars, so just do it.
If you ship first class you will be receiving a negative. >>
How can you jump to that conclusion though? He paid for something that was expensive, and after a week, did not get his item. I would also ask the same and would hope the seller would ship it priority for me. Frankly, this does not make him a bad person in my opinion.
AJ >>
I totally agree with you Aj, I pay and someone takes a trip without shipping 1st class before they leave? Hell I have a life too. Maybe I had something to do with the coin. YOu got his money now upgrade him and give him his coin with class, not first class. Boy you guys sometimes make me
I get tired of going to the post office every day but my DSR rating on shipping time 30 day average has fallen to 4.7--probably because registered mail that I ship gold buffalos with has been slow lately. Most of my shipment ship next day. So I'm redoubling my efforts to get EVERYTHING out the next day. What a game we play.
Since you don't ship saturday put that in your auctions. It may help and may not.
I'd respond this way, "Priority mail is no faster than first class but is designed as first class treatment for packages over 13 ounces. Sending a smaller package by Priority mail is just a windfall profit for the USPS. But you're the customer and your satisfaction is my first priority so if you want me to send this priority mail I will. Since I've not met your expectations on this shipment I'll offer you free shipment on your next purchase. Just remind me, I'll remember you. Thanks, Jerry."
for example
if I get priority mail without it being mentioned
if it is packed with extreme care
when emails are sent telling me what is happening and if there is a delay
when I receive a product that is better than I had thought
etc
so, if you realized it was delayed more than usual, you might have even brought up the priority mail issue, and just apologized
even though you did absolutely nothing wrong
thats what I look for in a seller
Like I said, I would do Priority just to placate the buyer, and I certainly would not want to tick off this type of person any further to avoid creating a bigger mess. Still, the bueyr is a total ASS for expecting the package to arrive on Saturday after paying on Thursday. There is nothing "reasonable" about this at all, period.
what a pretentious douche bag.
send it priority to avoid what will most likely be a an ugly feedback exchange.
<< <i>"This is a $350 coin, and I expected to have it by this time. A little extra customer service would make this customer happy."
what a pretentious douche bag.
send it priority to avoid what will most likely be a an ugly feedback exchange. >>
<< <i>Placate the idiot. Expecting the coin in three days is b.s. Part of sales is smiling and calling someone a moron...in your head.
How do you know what the buyer expected? It seems reasonable to assume that he either forgot or didn't know that echecks are not instantaneous and was likely expecting the item to ship shortly after he paid. First off one shouldn't have to come here asking what to do, but when that happens we find out just how many disingenuous boobs there really are here.
<< <i>Only on ebay do customers expect next day shipping. >>
Plenty of eBay sellers are just as bad. How many times have we seen threads around here complaining because a buyer hasn't ponied up after a couple days?
Russ, NCNE
That's a losing game, especially in light of the unrealistic expectations of some buyers. You can certainly tell who the non-sellers are here. Buy something off-Ebay from any small or mid-sized company, and you'll be hardpressed to get it shipped it to you in 2 days for a couple of bucks.
In this case, I think it's appropriate to be apologetic and upgrade it to keep the buyer happy, because that's just good customer service. That doesn't mean it's a reasonable request, though.
<< <i>How do you know what the buyer expected? >>
<< <i>This is a $350 coin, and I expected to have it by this time. >>
And I agree with Russ about some sellers being just as unreasonable.
As for being disingenuous, I was very frank about my feelings. The guy is acting like a jerk.