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-   -   got a newbie lecture today aka How to handle a fussy buyer (https://www.aspkin.com/forums/ebay-feedback/21626-got-newbie-lecture-today-aka-how-handle-fussy-buyer.html)

oompaloompa 08-14-2010 05:20 PM

got a newbie lecture today aka How to handle a fussy buyer
 
so, on a new account, I sent off this item and fussy buyer, who had asked millions of questions before and after purchase, emailed saying she was disappointed with packaging and shipping costs, and proceeded in giving me a lecture on how they know I was new to ebay and gave me tips on what buyers prefer and like to be treated, and I just said ok, I will give you a bit of refund on postage and you are so much more knowledgable than me so I will take your kind advice for the future, and they were like, its just constructive critism, Im glad you found it helpful - well I thought I could give her constructive critism on getting a life and not buying such crap on ebay and plus Ive sold more items on ebay than shes had hot dinners, but I bit my tongue instead...and left her a positive

jeffweico 08-14-2010 05:35 PM

Quote:

Originally Posted by oompaloompa (Post 158602)
so, on a new account, I sent off this item and fussy buyer, who had asked millions of questions before and after purchase, emailed saying she was disappointed with packaging and shipping costs, and proceeded in giving me a lecture on how they know I was new to ebay and gave me tips on what buyers prefer and like to be treated, and I just said ok, I will give you a bit of refund on postage and you are so much more knowledgable than me so I will take your kind advice for the future, and they were like, its just constructive critism, Im glad you found it helpful - well I thought I could give her constructive critism on getting a life and not buying such crap on ebay and plus Ive sold more items on ebay than shes had hot dinners, but I bit my tongue instead...and left her a positive

And here we have an example of a PERFECT way to handle this type of situation! Will work with both eBay AND Amazon buyers!

Was the buyer full of s**t? SURE! But they got what they wanted, and felt like they helped someone.

Oompa came out on top as he avoided a potential negative feedback and/or a PayPal claim. Now he can focus his energy on new sales rather than dealing with a lunatic buyer.

If selling on eBay was a college course, this would be a texbook example on how to handle a difficult buyer.

FIVE STARS AND TWO THUMBS UP!

:thumb: :thumb:

GreenBean 08-14-2010 06:36 PM

Um, oompappa is a LADY,jeff :yar:

You are correct. Sometimes 'we' need (to infer) a little humility to gain what we want. Each sale differs, each response differs.

Excellent result,ompappa!:thumb:

pod 08-14-2010 07:11 PM

Quote:

Originally Posted by oompaloompa (Post 158602)
Im glad you found it helpful

Perfect. You obviously got ALL the laughs on this one, let alone the last laugh

Know it alls like being right. The do after all know it all. Nice work.

jeffweico 08-14-2010 08:51 PM

Quote:

Originally Posted by GreenBean (Post 158612)
Um, oompappa is a LADY,jeff :yar:

You are correct. Sometimes 'we' need (to infer) a little humility to gain what we want. Each sale differs, each response differs.

Excellent result,ompappa!:thumb:

OOPS! My bad, was going by the avatar.

GreenBean 08-14-2010 09:09 PM

A deliberate (and successful) ploy by the ever so wonderful oompappa!:thumb:

jeffweico 08-14-2010 09:11 PM

Quote:

Originally Posted by GreenBean (Post 158679)
A deliberate (and successful) ploy by the ever so wonderful oompappa!:thumb:

Is mine successful also? :pound:

GreenBean 08-14-2010 09:22 PM

Of course! We ALL are who are actively stealth :yar:

oompaloompa 08-15-2010 10:03 AM

Jeff hiding your ID as a cat is a genius ploy, or are you really a talking cat? Actually mine wasnt a ploy. I just thought of my user name then remembered in the movie, Dr Evil mentioned OompLs, so I googled an avatar...get lots of UK pms calling me mate or m8 though, they must think Im poofy the way I write about things...

agreed, humility and apologises are the number one tool to get what you want out of a situation, Ive had all sorts of scenarios, one recently where someone emailed after they bought a reasonably expensive item, saying could they cancel as they bid in error, and instead of berating him, I was like of course, I will try and re-list it if I can, its just I dont get the time to do these things, what with my busy blah blah, and he was like, no actually really its my fault and I dont see why you should suffer, I will buy it, sorry.....case closed.

jeffweico 08-15-2010 03:12 PM

No, I'm not a talking cat. Others were starting to use the generic avatar I chose, so I wanted a new one. I came across this on Google. I love animals. I have three cats, all of which are fairly normal size. But I'd love them no less if they were all fat. In fact, I might love them more, because they would probably need it more.

You have customer service down to a science. And this is one of the big issues that seems to screw people up and cost them their accounts. That and shipping issues. It is unfortunate, because those are two issues that we can actually control - at least to some degree. So, I thought that your post was very worthwile for others to read.

pod 08-15-2010 03:39 PM

Quote:

Originally Posted by jeffweico (Post 158915)

customer service... is one of the big issues that seems to screw people up and cost them their accounts. That and shipping issues.

It is unfortunate, because those are two issues that we can actually control - at least to some degree.

I'll be the fist to admit I have lost very valuable accounts over "standing my ground" - I sure showed them! :(

However shipping, in my opinion, for the most part is on the buyers end 90% of the time. They bitch about costs and times without knowing the reality of either. They give low DSR ratings for "slow" or "expensive" when neither is the case. Just unrealistic expectations. You can try head them off with some friendly education in the area sure. But human nature as it is, disappointment they didn't get their goodies in a couple days can result in low points that are simply undeserved. I've received a 2 in shipping because a package from Canada to Australia took 5 days. And buyer was advised it could be 10 and said no problem. And I even upgraded to xpress at my expense because I could smell a cranky client... What he could possibly expect beyond this is beyond humanly possible. And I still got nailed and my account became very weak.....

jeffweico 08-15-2010 03:58 PM

Right. That is why I added "to some degree". There will always be that cranky buyer who will never be satisfied no matter what. But I have also seen people post that they only ship once a week, on Saturdays because they are otherwise busy during the week. That is a recipe for disaster.

pod 08-15-2010 04:04 PM

Quote:

Originally Posted by jeffweico (Post 158926)
Saturdays because they are otherwise busy during the week. That is a recipe for disaster.

I used to see that all the time. I've bought off some. But I obviously knew the score on the delay.

But I cant see people doing it in this environment now. I checked a seller I used to buy off that took one week to ship [very clear in ad] and his rating was way in the toilet. Every third sale was a negative. Not selling anymore. Shame, he had some great prices. email even bounces back now :(

oge 08-15-2010 06:11 PM

Quote:

Originally Posted by oompaloompa (Post 158841)
Jeff hiding your ID as a cat is a genius ploy, or are you really a talking cat? Actually mine wasnt a ploy. I just thought of my user name then remembered in the movie, Dr Evil mentioned OompLs, so I googled an avatar....

This whole time I thought it was the little oopmpaloompas from the movie Charlie and the chocolate factory with Willy Wonka not..... Dr Evil

daddywarbucks*2007 08-16-2010 12:57 AM

Let me give you a buyer’s view:

What is my biggest squawk when buying items from eBay (or Amazon, for that matter)? Sloppy packaging.

The eBay feedback response offers no DIRECT opportunity to comment on that. How much trouble would it be for eBay to add a fifth category for “packaging” quality? Some sellers do a terrific job. Some are awful.

I spent a good deal of money investing in professional packaging materials to use when I ship things. When I receive an item in a folded-over 9x12 envelope, I feel cheated. Wouldn’t anyone?

I might add that one time when I left a negative review for a seller (because of a preposterously under-sized item), I received a whiney argumentative response in return.

I suggest the lack of simple but more detailed feedback options is a major reason so many buyers don’t rate sellers. Has anyone ever posted on this subject?

pod 08-16-2010 01:04 AM

Quote:

Originally Posted by daddywarbucks*2007 (Post 159045)

How much trouble would it be for eBay to add a fifth category for “packaging” quality? Some sellers do a terrific job. Some are awful.


I don't disagree.

If they are going to carry so much weight on the star rating system, everything should be more detailed and it should be out of 10, not five.

A few more categories would help, sure

rsot 08-16-2010 11:06 AM

Also depends on the price being paid for shipping. My frequent buyers have know that they get a good deal on shipping so they are chill with my shoddy packaging ha.

dude3010 09-04-2010 10:20 PM

nicely played. It amazes me how ignorant people are, that just because it looks like you are a new ebay member, they automatically assume you are! They are incapable of thinking for themselves!

FandangoKango 09-06-2010 09:11 AM

lol, i once got a buyer giving me a lecture too since i had sent there item in a brown beer box lol. it's the last thing i had on me or it would of taken a few days for shipping.

Hrad 10-27-2010 04:59 PM

One buyer once tried to persuade me I was selling him a "headphone". Yes one headphone. I explained that you need a pair of headphones, one for each ear.

As in the sentence, "Hey, I got some new headphones today!"

He responded with "No, I bought one headphone"

So I gave up -.-

kris 10-27-2010 06:42 PM

I'm disappointed, for some reason, to learn that that is not actually your cat, jeffweico.

Markk 10-27-2010 08:12 PM

Quote:

Originally Posted by Hrad (Post 177498)
One buyer once tried to persuade me I was selling him a "headphone". Yes one headphone. I explained that you need a pair of headphones, one for each ear.

As in the sentence, "Hey, I got some new headphones today!"

He responded with "No, I bought one headphone"

So I gave up -.-

Wow!

Once I was selling legit iPod docks to increase my feedback for 99p + Free Postage (Which cost me £1.40 to post) and I paid postage with paypal and all packages were dropped of directly at the sorting office in time for the very next pickup. Surprise surprise; my DRS's drop, I get a negative due to a faulty item (No communication from the buyer) and a neutral becuase the item didn't do what the buyer wanted (They wanted the charging dock to play music... for 99p? haha).

biglouis999 12-05-2010 11:10 AM

I handle tricky situations on eBay by means of stock messages. These are ones I have made up at my leisure and I just cut and paste them to suit.

I NEVER get into arguments with wiseass buyers - life is too short.

My one for buyers who try to advise me on how to do my job goes like this:

Thank you for your interest in my auction/sale item. I have been trading on eBay for almost 10 years but I am sure I can still benefit from your wise advice. Your comments have been notes.

A Brit would recognise this as mildly sarcastic. But I have found from experience that very few Americans (95% of my customers are in USA) DO sarcasm. They tend to take this message as absolute gospel and face value.

*I also never argue with buyers who want to return items. I just give them the address and lay out my terms of trade.

I recently had an Australian buyer claim three antiques I sent her were ⊗⊗⊗⊗. I was tempted to ask "what would you know about European antiques anyway?" However I just sent her the address and told her I would pay her return shipping.

Insead of just returning them she opened a Paypal dispute which Immediately escalated to a claim and picked the option "I will refund the buyer". That means that the buyer has to pay her own return shipping and Paypal holds the funds until she provides tracking info and I confirm that I have the goods.

Buyer was not at all happy about this and so far the tracking # has not materialised. I told her "I would have refunded your shipping but you chose to involve Paypal. So now you must play by Paypal's rules Paypal's rule is that buyer pays return shipping.

I bet she had a fit when she found out how much the tracked shipping was.

If she doesnt return the items & provide tracking Paypal will find in my favour and return the funds to my account. She has only another week.

Hrad 12-09-2010 03:37 PM

Quote:

Originally Posted by biglouis999 (Post 187616)

Buyer was not at all happy about this and so far the tracking # has not materialised. I told her "I would have refunded your shipping but you chose to involve Paypal. So now you must play by Paypal's rules Paypal's rule is that buyer pays return shipping.

I bet she had a fit when she found out how much the tracked shipping was.

There is no better feeling than when somebody does that to themselves!

biglouis999 12-10-2010 03:41 AM

Yes I am a great believer that you make your bed and then have to lie in it. So I try not to do thinks like leaving bad feedback in haste. It often jumbs up to bite you in the bum - or rear as you Americans would say.

But I just spend quite a bit of time hand holding with a Spanish buyer who speaks little English. He ordered and item and unfortunately it emerged broken from storage.

I offered a full refund or partial refund if he picks something else. Buyer wants to see picture of broken item so I sent one plus others for him to choose. He picked one and then wants me to send the broken bits as he believes he can fix them. Well I dont think he can but its his call so I will put them into the box.

Perhaps he thought I was trying to scam him and the item was not really broken!

I once won a real good deal on eBay but obviously the seller didnt think so. He refunded my money and on an abrupt little paypal note simply said "item damaged during packing!"

Well I was pretty mad but I thought well hey items get damaged. So I sent a message asking for the pics as I have a jeweller friend who can fix delicate items. No response. I sent 5 messages in all stating that if he failed to provide proof that the item was legitimately broken I would file a "non performing seller" report and leave a neg and low stars across the board. Seller did not even respond so he got his neg and low stars.

I dont often leave negatives but in this case I think it was fully justified. If you are going to tell a lie then make sure you can back it up.

biglouis999 12-10-2010 04:00 AM

In handling fussy or difficult buyers another tool I employ is the "virtual" staff member or employee. That is - I come online as a relative or stand in (newbie) employee who is "just minding the store" while my aunt/boss is away/out of town/ill in hospital etc.

My virtual staff are always VERY polite but somewhat clueless and have no authority to do anything.

So you want to get off my aunts blocked bidder list? Sorry I can go against her wishes.

So you cant bid? My advice is to contact customer services. Sorry I could not help.

So you want an extra discount? Sorry Id like to help but I cant ...

All very limp and apologetic but its amazing what stand in employees can get off with.

And several times I have talked a buyer out of leaving a neg because my "elderly and disabled aunt" is having a heart operation and the money she makes on eBay is all she has to live on! Oh wow! I could write a book on some of the tall tales I have told. But what would sound whiney coming from a seller is like a "loyal and concerned" relative when someone else does it.

BTW: I am a senior and disabled as well so its not a 100% lie. But the art is in the telling.

dovarjohn 02-22-2011 11:43 PM

I love your story , you are so cool. I will call you my suphu = master :D ,

reload69 03-23-2011 04:13 PM

I love this ! I have fired many " virtual" staff & employees because they hurt a buyers feelings.

Statements like " Oh I cant imagine that you did not get your item sooner we must let our new assistant go. He was suppose to get your item out days ago ! "

Or

WOW our new staff is incredibly un reliable , thank you for calling this to our attention we will fire them and never let this happen again.

I always reffer to the Negative feedback people choose to leave as the following ...

Imagine having a store front . Leaving a negative is like walking into the store , throwing paint on the goods for sale and walking right out with out any retaliation .

Ebay has rendered us sellers as helpless ! Taking away our right to leave negatives is disabling and un fair. In the real world you can call the cops on some no good A-Hole who chooses to damage your reputation on ebay ... you have to refund, send out free items and bend Over & take it .



Quote:

Originally Posted by biglouis999 (Post 189047)
In handling fussy or difficult buyers another tool I employ is the "virtual" staff member or employee. That is - I come online as a relative or stand in (newbie) employee who is "just minding the store" while my aunt/boss is away/out of town/ill in hospital etc.

My virtual staff are always VERY polite but somewhat clueless and have no authority to do anything.

So you want to get off my aunts blocked bidder list? Sorry I can go against her wishes.

So you cant bid? My advice is to contact customer services. Sorry I could not help.

So you want an extra discount? Sorry Id like to help but I cant ...

All very limp and apologetic but its amazing what stand in employees can get off with.

And several times I have talked a buyer out of leaving a neg because my "elderly and disabled aunt" is having a heart operation and the money she makes on eBay is all she has to live on! Oh wow! I could write a book on some of the tall tales I have told. But what would sound whiney coming from a seller is like a "loyal and concerned" relative when someone else does it.

BTW: I am a senior and disabled as well so its not a 100% lie. But the art is in the telling.


Gman91189 03-24-2011 05:07 PM

OGE.. are u really Tupac?? U must have millions, on all the albums that keeps and keeps on coming out..
why are u on this forum? selling them on ebay? lol:pop2:

Gman91189 03-24-2011 05:12 PM

Quote:

Originally Posted by Hrad (Post 188841)
There is no better feeling than when somebody does that to themselves!


Lol i have had that happnd sooo many times smh

biglouis999 06-17-2011 02:30 PM

I have also telephoned buyers as a "virtual relative" and got them to do feedback revision. People are very different on the phone and buyers in USA are VERY surprised to get a transatlantic phone call! They think it costs the earch but its cheap from my BT hub phone - same price as Skype.

I tell them things like "I know you didnt mean it that way but by leaving a low star you have taken the bread from my aunts table just as sure as if you walked into her house and robbed her. How would you feel if someone did that to your mom and she was a disabled senior?"

and

"Well I believe theres a higher power than eBay that watches over us all. You cant hide behind an email address from him. And one day we all have to pay for the mean and nasty things we did in this world."

RomexTM 10-02-2011 01:40 PM

LOL people like that make me laugh

GrannyT 10-02-2011 01:54 PM

Quote:

Originally Posted by oompaloompa (Post 158602)
so, on a new account, I sent off this item and fussy buyer, who had asked millions of questions before and after purchase, emailed saying she was disappointed with packaging and shipping costs, and proceeded in giving me a lecture on how they know I was new to ebay and gave me tips on what buyers prefer and like to be treated, and I just said ok, I will give you a bit of refund on postage and you are so much more knowledgable than me so I will take your kind advice for the future, and they were like, its just constructive critism, Im glad you found it helpful - well I thought I could give her constructive critism on getting a life and not buying such crap on ebay and plus Ive sold more items on ebay than shes had hot dinners, but I bit my tongue instead...and left her a positive

Oompah - you are a star!!!:clap:

XHIBIT 10-08-2011 10:18 PM

Yeah...sometimes as a buyer/seller its chicken one day, and feathers the next.
Last year I bought an intercom office phone on eBay. The seller used a stock photo and claimed the item was new.
When it arrived the phone didnt even have a receiver so I messaged him and asked where was the phone receiver.
Long story short he was an @sshole about it and lied and said it was shipped and the box was unopened.
I asked him to either send the receiver or issue a refund and to my surprise the dummy tried to claim I never paid for the item....HA HAAAAAAAAA
This jerk must be as dumb as a bag of toenails because the tracking number was in the PayPal invoice and after contacting Paypal and explaining how I had been scammed, PayPal sent me an immediate refund on the spot.

Needless to say I purchased the receiver for 2.99 on eBay, and left nasty feedback for the seller who not only gave me a free phone, but never changed my positive feedback he left for me after the sale.

Some people are just born dumb, others master it over the years.

yoshistx 10-10-2011 01:47 PM

Those kinds of customers are the worst good response on your part tho.:hail:

eencn9 11-30-2011 08:07 PM

Quote:

Originally Posted by oompaloompa (Post 158602)
so, on a new account, i sent off this item and fussy buyer, who had asked millions of questions before and after purchase, emailed saying she was disappointed with packaging and shipping costs, and proceeded in giving me a lecture on how they know i was new to ebay and gave me tips on what buyers prefer and like to be treated, and i just said ok, i will give you a bit of refund on postage and you are so much more knowledgable than me so i will take your kind advice for the future, and they were like, its just constructive critism, im glad you found it helpful - well i thought i could give her constructive critism on getting a life and not buying such crap on ebay and plus ive sold more items on ebay than shes had hot dinners, but i bit my tongue instead...and left her a positive

be very careful!!!!

This is a scam. There are buyers out there that look for people who are on a new account. The know that you wouldnt want negative feedback so its kind of like extortion. What i do is...i email them back sayn that you just emailed ebay with with their info and problem that they are having. And i usually say, once they get your info and send my back a suggestion i can refund you. Try that out. I bet they wont email youback after that.

baloch 02-04-2012 12:31 AM

that is actually a good response eencn9 unless they are a ebay employee selling stuff then you are screwed but ofcourse the chance are none.

The best customer service is to smile and nod just like when you girlfriend is telling you about there day after you came from work.

oompaloompa 02-04-2012 10:38 AM

Quote:

Originally Posted by eencn9 (Post 291574)
be very careful!!!!

This is a scam. There are buyers out there that look for people who are on a new account. The know that you wouldnt want negative feedback so its kind of like extortion. What i do is...i email them back sayn that you just emailed ebay with with their info and problem that they are having. And i usually say, once they get your info and send my back a suggestion i can refund you. Try that out. I bet they wont email youback after that.

Yes I have come across this several times, I believe this to be true. You get buyers that quibble but do not start a dispute, they want you to budge on a partial refund and keep the item, and I bet they do it on everything they buy and have a good success rate, I do not budge usually when it comes to unreasonable request for refund, these types then go away and never here from them again...

biglouis999 02-04-2012 07:24 PM

I have had buyers on Ebay who threatened me with a negative if I didnt refund them. One even said "Well you cant leave return negative"

First I Googled their local newspaper. Then I told them "well I can't leave a neg on Ebay but I can do something much worse. I can out you as a blackmailer and petty crim in the XX your local paper. Then all your friends, neighbours, the people in your workplace, church, your kids school etc will know you for a cheapskate petty criminal who thought you could get off with threatening a disabled senior because she lived in another country. Local papers are always looking for juicy human relations shories and I will sure enjoy sending the editor your blackmailing emails with full headers. Yadda yadda."

After that the buyer became silent.

And yes I would have done it!

I have also threatened buyers and sellers who owed me money with debt collectors and having their credit rating trashed.

HurricaneHuntr 02-15-2012 12:51 PM

Yeah, the people who open cases after an ebay account goes down, those are my favorites. There is no mercy, the negative doesn't bother me, the threats don't bother me. Bottom line is, you're sending it back for a refund, when and if it arrives you''ll get it from us or ebay. lol


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