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Hi Jay and Ryanne,
Listening to your podcast now and loving it… I just had to comment that I think you did the right thing from a customer service standpoint when you shipped the right pair of camo pants and let her keep the others. This same thing recently happened to me. I bought a shirt on ebay for my husband. The seller sent me a different shirt (it was similar.. same size.. plaid and actually happened to FIT.. but hey, it wasn’t the same shirt in the listing so I emailed her.) She immediately sent the correct shirt and told us to keep the other shirt. Needless to say, we were really happy and I thought that was truly going the extra mile for a customer. (The shirt was under $10.00 so we are not talking a lot of money here… anyway.. I would have sent it back if I had to… but … I was definitely a satisfied customer there.. I got a free shirt..!!)
On the second issue, regarding your story of the book lady giving you lowball offers and then causing problems.. I have been having similar ‘issues’ with low balling customers who want the low offer… I counter… then they still low ball.. and then I decline… etc. I will share that I recently sold a vintage Coach bag and I wanted a quick sale, so I responded to her lowball (50%) offer. I countered at 80%… she came up by $1. So I declined her. And then I removed the best offer button, because “I didn’t want to play that game”. I knew this item would sell at full price if I waited a week or two – as I had it priced just right and had a few watchers. She immediately sent me a long email saying she was really interested and she loved it and she was now interested in buying the bag at my original offer price. I then sent her an offer via email and told her “sure, I would be happy to honor my original offer to her – even though I feel that it is worth more and I am confident that it would sell for more.” After she bought the purse, she left me positive feedback “I love it.. perfectly as described… etc. etc.” but I run DSR reports occasionally and was able to isolate that she gave me a “1” for item as described. A passive-aggressive move on her part and definitely intentional – (probably still irritated that I did not accept her offer and removed the best offer button). I called ebay and couldn’t get this removed for feedback manipulation because it was a “positive feedback”. I do feel that I should start utilizing auto-decline feature more because I have been getting a few jerky customers who seem to give problems and want to start arguing over the offers and they are the ones who tend to give you trouble with the sale after the fact. It is time consuming and annoying. I am starting to block customers who low ball twice in row or start demanding things like bubble wrapping each book or change the shipping costs. Her expectations are unrealistic. Let us know what kind of feedback she leaves 🙂 I hope she is happy! Going to finish up the podcast. I really truly enjoy you guys and this forum!!!Wait for her to open a case… then immediately accept the return if/when she does… Do you charge a restocking fee? I would definitely collect that in this case.
With that little bit of history, I would feel a little nervous on such a high dollar item.. but then again, I have sold plenty of high dollar things to people with NO feedback and things have turned out just fine. Has he/she left any feedback yet for the 8 sales (check feedback left)? I like your idea of countering high… good luck!
Yes, I was going to add.. I will check feedback left for others to get a “sixth sense” about if this person is going to be a pain to deal with or not.. just don’t need more hassle over a $20 item…
The last time I was asked this question was regarding some used vintage tins.. “Did they have any odor”.. well yeah.. they are used vintage tins and smell kinda oldish… I just responded, “Yes, they do have an odor.. probably not for you…” (This way if they choose to buy it.. well, they know what they are getting themselves into and can’t complain.) I try to always downplay my items very slightly, like Jay says, disclose all the flaws so there are no surprises! That way the customers are usually quite happy with what they receive.
If the item is musty … I sit it out on my front porch in the sunlight/air for 3 days to freshen it up. I have also listed musty items and just explain there is a slight musty (or slight cigarette, etc.) odor and people still buy them if you put it in the description!Hi Everyone,
To anyone who might care to read this: I wanted to follow up on this return situation… Here is what happened.
(To-recap, I bought a “bakelite bracelet” which had damage and tested negative for bakelite. The seller had a “no return” policy. I initiated a return request and the seller asked me to send it back for her to examine the bracelet before the refund. She made excuses that there was no damage and that she was “told” it was bakelite, etc.)
* She did not officially approve my request.
* I waited until the very first day I could ask eBay to step in. I uploaded “evidence” pictures to the return case for eBay to see.
* While I was on the PHONE with Ebay… she accepted the return (what, like 4 days later???)
* When I talked to a rep, I explained that this was an Item Not Described Situation – and the eBay rep escalated the case and then closed it in my favor.
* She made the “Print A Label” (Prepaid) appear for me.
* I packaged up the bracelet and sent it back, uploaded tracking.
* The package arrived today and the refund amount was automatically deposited into Paypal. I did not have to talk or deal with the seller at all.(Too bad, she should have accepted the return immediately or issued a refund… now she has a defect to boot…) but at least I feel that I was made whole.
Aw, that similar thing happened to me, I sold a three-piece hurricane lamp via Bonanza, and the cheaper Smartpost postage (listed 1st with multiple shipping options) copied over from eBay. By the time I double boxed everything the final box was a massive huge moving box – going across the country to … of course… California! It cost me over $50 to ship that box… ate up a huge chunk of the profit… I had to send it Parcel because I couldn’t print a SmartPost Label from Bonanza, which would have been only $20 or maybe less! That was the one time I was shaking my head, “Why did this have to sell on Bonanza?!?” Oh Well…
Wow, Great story on the Pendleton return – I am happy to hear that eBay did that for you. Thanks for sharing that.
I cannot wait to listen to this podcast (tonight after my kids are all asleep!). That’s when I get to list…
Here are my weekly numbers:
February 5-11, 2017Total Items in Store: 731
Items Sold: 11
Cost of Items Sold: $9.91
Total Sales: $223.49
Total Profit: $141.66
Highest Price Sold: $35.58 (vintage SAWZLL Tool Box)
Average Price Sold: $20.31
Returns: 1
Money Spent on New Inventory This Week: $80.35A very slow week for me – I had a 3 day lull where nothing sold – that is a bit unusual for me. Hope this weeks picks up – I have a lot of inventory to get going with.
Congratulations on your first sale! $26 is great for a first sale! Keep it up! The shipping will become second nature in no time at all.
Here is the coolest thing I sold this week:
Mid Century Portrait
It is a painting I paid ~ $.79 from a Goodwill Outlet Bin that I thought looked interesting… I just sold it to someone in West Hollywood for $48.47!This is so funny.. but I never knew what BOLO stood for… I thought is meant “Buy One – List One!” haha… now I know (Be On the Look Out For!!!)
I have been using up all 12 slots – but yeah, sometimes it is overkill and gets redundant for something small – if it doesn’t need it, I would just use what is needed to describe it.
