Home › Forums › Customer Issues › Buyer leaves Neg FB before receiving item
Tagged: defect removal, feedback, negative
- This topic has 9 replies, 6 voices, and was last updated 6 years, 9 months ago by Retro Treasures WV.
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01/26/2018 at 4:37 pm #31364Anonymous
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Hi everyone-
Just looking for some advice on how to approach ebay Customer Service before calling about this issue.Took a best offer on some shoes (size 13, over 3 lbs) Buyer was taking issue with the shipping cost and explaining why his offer was less than 50%. I’ve had them over 2 years so I just took the offer (mistake), though I explained that the shoes are large and it was calculated 3 lb shipping to CA.
He paid for parcel ground shipping $14.90 to San Diego (I’m in metro Detroit).
Shipped next day (the 19th) via smartpost since for me it’s often quicker and takes less than the 9 days for parcel.
Today he msgs me and asks why I sent ground and didn’t use priority. I told him priority was offered as an option, but that he paid for ground…That it takes up to 9 days to arrive and it’s scheduled to be delivered by Monday (which is 7 business days).–Buyer response: “I paid $15.33 for shipping that is a rip off I diren’t select that. I asked you if you lower the shipping costs, but you still over charge me that is not fair dude. Priority mail should been $10 in a single bag.”
–1 minute later this is his 2nd msg: “I demand a refund of $5.00.”
–1 minute later this is 3rd msg: “You could put them on a priority mail medium flat rate box and could got them in 3 business days the cost is $12.05 with eBay discount.”
…Technically, this correct, but I didn’t think of it for some reason which is weird.
During all these msgs he left negative FB: “I was over charge for shipping, it’s been 7 days & no shoes yet.”I’ve been looking through ebay feedback policies trying to determine where this is in violation. Not really seeing any clear cut answers.
Since he’s rather belligerent and never allowed me time to respond I really don’t want to ask him to revise. Anyone have ideas on the best way to present this to a Rep for removal?Thanks!
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01/26/2018 at 5:43 pm #31369
This is an easy one.
A buyer has no recourse if they agree to a certain shipping cost at purchase.
Remember that the buyer is paying for shipping AND handling.
So even if they pay $5, but the postage is $3.60, the buyer has agreed to pay $5.
If the buyer doesnt approve of the shipping, then they shouldnt purchase from you.I would call eBay and have the negative removed.
Just tell the CS rep that you shipped as the buyer requested and at the price they agreed to.
The buyer is trying to change the terms now and punishing you for their buyer’s remorse. -
01/26/2018 at 5:47 pm #31371
Also- this buyer is harassing you, sending so many emails without letting you respond
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01/26/2018 at 5:49 pm #31373
And for the record, I;d advise against getting into a back and forth with this buyer since he’s just grumpy. Call eBay and get it taken care of.
eBay should close the case in your favor and remove the feedback,.
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01/26/2018 at 6:24 pm #31374
I don’t know if you really have a leg to stand on. the reason I say this, is that the buyer paid for USPS Parcel Select and you shipped it Fedex Smartpost. Technically you changed the method of shipping and the buyer can say that this resulted in the package being delayed. I hope I’m wrong.
I’d agree with the others and say to call Ebay and try to get the negative removed. They may suggest reaching out to the buyer.. refunding etc. I don’t know if I’d do that with this guy. It doesn’t look like he’d be willing to change the feedback anyway.
I never think about flat rate boxes either for shoes. I just sent a pair cross country that I should have out in a flat rate box. Can you fit a size 13 in the medium box?
Anyway, good luck with it and keep us posted.
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01/26/2018 at 7:25 pm #31377Anonymous
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on the phone now with ebay.
1st rep saying they can’t remove feedback because he stated he hasn’t received shoes yet and that is true. Nevermind the first part of statement saying that he was “overcharged”
I’ve reiterated that he paid for ground and that’s what he agreed upon and that he’s demanding $5 refund.
Now waiting on a supervisor… -
01/26/2018 at 7:34 pm #31379
technically they are both ground shipping, so i think ebay would side with you, as you purchased a “like” service, you didn’t downgrade him.
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01/26/2018 at 7:35 pm #31380Anonymous
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Update: Supervisor said they could have removed if I had shipped parcel select rather than smartpost even though smartpost is noted as a faster shipping service (2-7 days, rather than 2-9 days)
That’ll teach me to try and get things out faster.
Still debating on whether to call back later on and get a different rep. -
01/26/2018 at 7:36 pm #31381
wow, i’m surprised.
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01/29/2018 at 2:30 pm #31556
Any time I “upgrade” the buyer, I send them a message.
Something like
“Hi, I see that you chose USPS ground shipping. I shipped this item Fed Ex Smart post because it will arrive 2 days sooner than USPS parcel for the same cost. Have a great day!”Or in the case of changing to from parcel to priority to use free shipping supplies when the priority cost is the same with discount:
“Hi, just wanted to let you know I upgraded your package to priority mail at no additional cost. Have a great day!I would never trust Smart Post to hold to that 2-7 day time going cross country. I’ll upgrade smart post to parcel (parcel is the superior service IMO), but not the other way around.
One last note: no way that a pair of size 13 mens shoes fit in a medium flat rate.
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