How would you deal with this eBay buyer?
Discussion
Guy brought a part from last Thursday morning & requested I dispatched same day. He paid for express 24 delivery by Parcelforce.
I took the parcel to the post office at 3pm (because I was work) & marked as dispatched on eBay.
On the Friday afternoon I receive an arsey message in broken English complaining it's not arrived. I kindly stated that I'd dispatched same day as soon as I could on the service he paid for & provided tracking information.
Anyway according the tracking information it wasn't collected from the post office until mid day Friday so it will be no doubt delivered Monday but this morning I received a message saying he wants his money back. How would you proceed? Obviously I will decline but will eBay side with him and leave me out of pocket? Also assuming I will get bad feedback will eBay remove it?
Good day
I took the parcel to the post office at 3pm (because I was work) & marked as dispatched on eBay.
On the Friday afternoon I receive an arsey message in broken English complaining it's not arrived. I kindly stated that I'd dispatched same day as soon as I could on the service he paid for & provided tracking information.
Anyway according the tracking information it wasn't collected from the post office until mid day Friday so it will be no doubt delivered Monday but this morning I received a message saying he wants his money back. How would you proceed? Obviously I will decline but will eBay side with him and leave me out of pocket? Also assuming I will get bad feedback will eBay remove it?
Good day
I went through a similar scenario with a broken English buyer.
The reason for my hassle was the item I sold him failed to reach the amount offered by his local pawn shop (I jest not).
I agreed for him to return the item and refunded him as his track record was leaving negative feedback. In hindsight I should have F**ked him right off. I didn`t need the negative as I was selling a few items and I know it puts buyers off.
I`d say let him keep it. He`s at it. Oh and ebay don`t give a toss they only care about fees.
The reason for my hassle was the item I sold him failed to reach the amount offered by his local pawn shop (I jest not).
I agreed for him to return the item and refunded him as his track record was leaving negative feedback. In hindsight I should have F**ked him right off. I didn`t need the negative as I was selling a few items and I know it puts buyers off.
I`d say let him keep it. He`s at it. Oh and ebay don`t give a toss they only care about fees.
Edited by bigkeeko on Sunday 5th July 14:02
Just a thought but what 24 hour service did you use? Should they have delivered it on Saturday according to their terms because if so you can probably claim the postage back from them and refund the buyer.
If not then just politely explain to him you sent it out within the despatch time listed in the auction and send him a link to the T&C's of the service you used.
No point in getting arsey, it never helps.
If not then just politely explain to him you sent it out within the despatch time listed in the auction and send him a link to the T&C's of the service you used.
No point in getting arsey, it never helps.
copestake said:
Holding back the urge to tell him how it is.
charltjr said:
No point in getting arsey, it never helps.
Don't bother arguing, wasting both your time and emotions. 
If you can only write an angry response, don't write back immediately. Wait until you have calmed down enough to reply objectively. Wait until you can propose a sensible solution, not a reactive response. Wait until you can reply politely and factually. Wait until you can even impress your buyer with your impartiality.
It is amazing how this can transform the tone of the discussion in a lot of cases. Sometimes using this approach, a difficult situation can be turned into a good outcome, and your buyer may leave feeling that you have done a really good job handling the problem and give you great feedback.
charltjr said:
Just a thought but what 24 hour service did you use? Should they have delivered it on Saturday according to their terms because if so you can probably claim the postage back from them and refund the buyer.
If not then just politely explain to him you sent it out within the despatch time listed in the auction and send him a link to the T&C's of the service you used.
No point in getting arsey, it never helps.
Parcelforce 24 was used, but the 24hr delivery is next working day.If not then just politely explain to him you sent it out within the despatch time listed in the auction and send him a link to the T&C's of the service you used.
No point in getting arsey, it never helps.
If you offer 'next day' in your listing you should know what time the latest pick up is from the post office for the 24hr service (how is the buyer meant to know this ?) and make clear that orders need to be placed by a certain time so that you can get the item packaged to the PO.
It sounds like he ordered in good time but you didn't go to the PO until it was too late for the Saturday delivery.
Your fault IMO. The buyer has every right to feel disgruntled.
If I order on Fri am and pay 24hr service I expect delivery on Sat am, NOT Mon because the seller took half a day to get the item to the 24hr delivery company.
It sounds like he ordered in good time but you didn't go to the PO until it was too late for the Saturday delivery.
Your fault IMO. The buyer has every right to feel disgruntled.
If I order on Fri am and pay 24hr service I expect delivery on Sat am, NOT Mon because the seller took half a day to get the item to the 24hr delivery company.
Vee said:
If you offer 'next day' in your listing you should know what time the latest pick up is from the post office for the 24hr service (how is the buyer meant to know this ?) and make clear that orders need to be placed by a certain time so that you can get the item packaged to the PO.
It sounds like he ordered in good time but you didn't go to the PO until it was too late for the Saturday delivery.
Your fault IMO. The buyer has every right to feel disgruntled.
If I order on Fri am and pay 24hr service I expect delivery on Sat am, NOT Mon because the seller took half a day to get the item to the 24hr delivery company.
Couldn't agree more.It sounds like he ordered in good time but you didn't go to the PO until it was too late for the Saturday delivery.
Your fault IMO. The buyer has every right to feel disgruntled.
If I order on Fri am and pay 24hr service I expect delivery on Sat am, NOT Mon because the seller took half a day to get the item to the 24hr delivery company.
Vee said:
If you offer 'next day' in your listing you should know what time the latest pick up is from the post office for the 24hr service (how is the buyer meant to know this ?) and make clear that orders need to be placed by a certain time so that you can get the item packaged to the PO.
It sounds like he ordered in good time but you didn't go to the PO until it was too late for the Saturday delivery.
Your fault IMO. The buyer has every right to feel disgruntled.
If I order on Fri am and pay 24hr service I expect delivery on Sat am, NOT Mon because the seller took half a day to get the item to the 24hr delivery company.
This.It sounds like he ordered in good time but you didn't go to the PO until it was too late for the Saturday delivery.
Your fault IMO. The buyer has every right to feel disgruntled.
If I order on Fri am and pay 24hr service I expect delivery on Sat am, NOT Mon because the seller took half a day to get the item to the 24hr delivery company.
Parcelforce pick up from my local post office once per day sometime between 1-2pm, so after that point its not going anywhere until the next day. That is what has happened here.
Really depends on what you put - if you put 'next day delivery' or similar, then yes you have to bear part of the responsibility. If you simply stated 'sent by parcelforce 24' or that option was in the options, then no, you are not at fault as the paid for service has been provided, and the slowness is down to the limitations of the company.
It often happens anyway with no additional charge, but it is not guaranteed. If it specifically stated - or I had paid for- saturday delivery, then yes, I would expect it then.
Really depends on what you put - if you put 'next day delivery' or similar, then yes you have to bear part of the responsibility. If you simply stated 'sent by parcelforce 24' or that option was in the options, then no, you are not at fault as the paid for service has been provided, and the slowness is down to the limitations of the company.
Vee said:
If I order on Fri am and pay 24hr service I expect delivery on Sat am, NOT Mon because the seller took half a day to get the item to the 24hr delivery company.
I don't, as I am aware that royal mail/ parcelforce charge extra for saturday delivery and the guarantee applies to working days only.It often happens anyway with no additional charge, but it is not guaranteed. If it specifically stated - or I had paid for- saturday delivery, then yes, I would expect it then.
Edited by GCH on Sunday 5th July 15:21
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