Sometimes an experience is just strikingly new, even when you're far from new to the planet and Ebay.
Buyer reported an issue with used stuff. I prepared the reply, offering to make things right.
What I didn't realize for a bit is that buyer had already left perfect feedback for that transaction, before he ever saw how I was going to handle things. I was just floored. All intimidating factors had been removed. Just two people working it out.
I resolved to make extra sure this buyer gets a full resolution.
Then I admired buyer's courage, and recalled with some reflection those times when I have reported SNADs to my sellers. I'll do better next time.
Thursday, May 31, 2012
Wednesday, May 30, 2012
The Dreaded "Item I received is not as described" message.
It happens.
Buyer reports the item was received, not as described. Ugh.
The overriding plan for seller: reduce this to money. Long term money. Get out of this as cheap as possible, but not at some long term cost.
For me, that means a hassle free return policy. No hard time regarding whether the thing really was as described or not.
Negative checklist on the reply:
1. Do not challenge buyer's claim that the item was not as described (ex: "it shows that in the picture").
2. Do not seem to agree that you deliberately described it wrong. (ex: "I apologize for avoiding that defect")
3. Do not be penny foolish, agreeing to refund $36 for the item, but not $6 for the return postage.
4. Do not, in any way, hint that buyer is undeserving of the return. (ex: "I'm doing more than most sellers would do for you").
Any of those are highly likely to motivate buyer to take action to punish seller.
The latter one is especially difficult for some sellers (and real life shopkeepers). They'll do the refund, but they want buyer to know that it was under duress. Lose/lose. Seller loses some postage money, and loses everything else too. You're going to lose the postage money anyway. Do it with a smile, and at least gain buyer's good graces.
Once the thing has been received as returned, refund promptly. The return postage needs to be as a separate "send money" transaction in Paypal. Make it a personal transfer, not as if it was a payment for goods. Otherwise, buyer will be asked to suffer the indignity of absorbing a Paypal fee. Explain to buyer, in an Ebay message, that there were two separate refunds, not all buyers have any effective notification of that in place.
Then, ask buyer for a cancellation. One of the reasons to cancel is "buyer returned item for a refund".
When it's all said and done, look for ways to convince Ebay to give sellers a way to automatically block buyers who are chronic returners.
Buyer reports the item was received, not as described. Ugh.
The overriding plan for seller: reduce this to money. Long term money. Get out of this as cheap as possible, but not at some long term cost.
For me, that means a hassle free return policy. No hard time regarding whether the thing really was as described or not.
Negative checklist on the reply:
1. Do not challenge buyer's claim that the item was not as described (ex: "it shows that in the picture").
2. Do not seem to agree that you deliberately described it wrong. (ex: "I apologize for avoiding that defect")
3. Do not be penny foolish, agreeing to refund $36 for the item, but not $6 for the return postage.
4. Do not, in any way, hint that buyer is undeserving of the return. (ex: "I'm doing more than most sellers would do for you").
Any of those are highly likely to motivate buyer to take action to punish seller.
The latter one is especially difficult for some sellers (and real life shopkeepers). They'll do the refund, but they want buyer to know that it was under duress. Lose/lose. Seller loses some postage money, and loses everything else too. You're going to lose the postage money anyway. Do it with a smile, and at least gain buyer's good graces.
Once the thing has been received as returned, refund promptly. The return postage needs to be as a separate "send money" transaction in Paypal. Make it a personal transfer, not as if it was a payment for goods. Otherwise, buyer will be asked to suffer the indignity of absorbing a Paypal fee. Explain to buyer, in an Ebay message, that there were two separate refunds, not all buyers have any effective notification of that in place.
Then, ask buyer for a cancellation. One of the reasons to cancel is "buyer returned item for a refund".
When it's all said and done, look for ways to convince Ebay to give sellers a way to automatically block buyers who are chronic returners.
Monday, May 28, 2012
Description of 9V Makita cordless screwdriver.
I didn't write it.
The 9.6 volts battery of this Makita cordless drill sits slim inside the Makita 6093D and secretly empowers it to drive through swiftly. Screwing the nails decisively into the slots or persistently digging into stubborn walls, this Makita hand drill prides precision. Since this Makita hand drill is a cordless little machine, you can carry it around without bothering to pack unruly wires. This Makita cordless drill is easy to clutch in the hand as it is shaped like a pistol that facilitates a comfortable grip. So even if you are not a workman who knows to use his tools but just a regular guy who loves mending the disruptive then the Makita 6093D is a great buy.
The 9.6 volts battery of this Makita cordless drill sits slim inside the Makita 6093D and secretly empowers it to drive through swiftly. Screwing the nails decisively into the slots or persistently digging into stubborn walls, this Makita hand drill prides precision. Since this Makita hand drill is a cordless little machine, you can carry it around without bothering to pack unruly wires. This Makita cordless drill is easy to clutch in the hand as it is shaped like a pistol that facilitates a comfortable grip. So even if you are not a workman who knows to use his tools but just a regular guy who loves mending the disruptive then the Makita 6093D is a great buy.
Saturday, May 26, 2012
Fast shipping vs tracking upload
Ebay's propensity for simplistic solutions with negative side effects continues.
I'm a fast shipper, and have no problem with Ebay leaning on sellers to ship within one day. Further, I'm a long time supporter of moving in the direction of observed facts vs buyer opinion ratings as a way for Ebay to define its relationship with its sellers.
However, the mechanism of leaning Ebay has selected is "tracking must be uploaded within 1 day", as if that were the same as shipping within one day.
What this mechanism does is to kill off TRS for good sellers who ship by First Class Letter. Generally, this includes low cost items which are under 1/4" thick. Paper collectibles and small batteries are prime examples. First class letter costs 45c, but has no tracking available. The cheapest shipping with tracking costs $1.64, and that's using Ebay shipping. No way to sell 99c item with 50c shipping. Yes, one can build a business model that way, although it's quite a bit more common for $1.99 items with 50c shipping.
It also throws a wrench into combined shipping, when buyer pays and buyer requests a shipping delay. It's counter-intuitive that paying quickly causes sellers problems.
Solution 1: slow shipping strike immunity on any item with under $1 shipping. Yeah, that will allow some slow shippers to slip through, to be rated by buyers.
Solution 2: Create a status for any paid item, "shipping delayed by buyer request", which will delay the start of the slow shipping calculation. Seller can select this status rather than ship. Abuse is prevented by threat of negative buyer reaction, since buyer can see it too, and it would be fine if buyer were to be notified of the status by email including an explanation by seller.
Downside of the status quo:
The low end is completely chopped off. Is that what Ebay really wants? I don't think so.
I'm a fast shipper, and have no problem with Ebay leaning on sellers to ship within one day. Further, I'm a long time supporter of moving in the direction of observed facts vs buyer opinion ratings as a way for Ebay to define its relationship with its sellers.
However, the mechanism of leaning Ebay has selected is "tracking must be uploaded within 1 day", as if that were the same as shipping within one day.
What this mechanism does is to kill off TRS for good sellers who ship by First Class Letter. Generally, this includes low cost items which are under 1/4" thick. Paper collectibles and small batteries are prime examples. First class letter costs 45c, but has no tracking available. The cheapest shipping with tracking costs $1.64, and that's using Ebay shipping. No way to sell 99c item with 50c shipping. Yes, one can build a business model that way, although it's quite a bit more common for $1.99 items with 50c shipping.
It also throws a wrench into combined shipping, when buyer pays and buyer requests a shipping delay. It's counter-intuitive that paying quickly causes sellers problems.
Solution 1: slow shipping strike immunity on any item with under $1 shipping. Yeah, that will allow some slow shippers to slip through, to be rated by buyers.
Solution 2: Create a status for any paid item, "shipping delayed by buyer request", which will delay the start of the slow shipping calculation. Seller can select this status rather than ship. Abuse is prevented by threat of negative buyer reaction, since buyer can see it too, and it would be fine if buyer were to be notified of the status by email including an explanation by seller.
Downside of the status quo:
The low end is completely chopped off. Is that what Ebay really wants? I don't think so.
Thursday, May 24, 2012
Ebay please fix: TRS popup glitches
The dashboard popup showing if/how one will qualify for TRS is broken.
Recent listings are shown as not qualifying, even though they do qualify.
Tracking uploaded is not being counted, even though it was uploaded in proper time.
Ebay, please fix.
Recent listings are shown as not qualifying, even though they do qualify.
Tracking uploaded is not being counted, even though it was uploaded in proper time.
Ebay, please fix.
Wednesday, May 23, 2012
Becoming a new TRS, update
From today's seller newsletter, the situation is explained. It's changing, in June.
The other news: it's now official, Star ratings of 3 and 4 have no negative effect, even in the most hypothetical situation (seller gets a huge number of 3's or 4's, but no 1's or 2's, that doesn't happen in real life).
Note also: the requirement for 100 feedback was removed roughly a year ago. Everything is now based on transaction count, nothing is based on feedback count.
You could become an eBay Top-rated seller
Great news! The requirements to become an eBay Top-rated sellerare opening up to include more sellers. Starting in June, the requirements for keeping or acquiring Top-rated status will change:
The other news: it's now official, Star ratings of 3 and 4 have no negative effect, even in the most hypothetical situation (seller gets a huge number of 3's or 4's, but no 1's or 2's, that doesn't happen in real life).
Note also: the requirement for 100 feedback was removed roughly a year ago. Everything is now based on transaction count, nothing is based on feedback count.
You could become an eBay Top-rated seller
Great news! The requirements to become an eBay Top-rated sellerare opening up to include more sellers. Starting in June, the requirements for keeping or acquiring Top-rated status will change:
- The $3,000 annual sales requirement will be lowered to $1,000
- The minimum average Detailed Seller Rating requirement of 4.60 will be removed
- PowerSeller status will no longer be required
- Tracking must be uploaded to eBay within your stated handling time on 90% or more of your US transactions. Use eBay Labels and tracking info is uploaded automatically!
- 20% final value fee discount for sellers who ship with 1-day handling and offer a 14 day or better return window with money-back option
Monday, May 21, 2012
Becoming New Top Rated Seller requirements either broken or deceptive
Ebay, this sucks bad.
The first goal for a new seller is to make Top Rated Seller.
Not only does it yield a fee discount, it also makes the new seller feel successful and accomplished, and publishes that fact to the world.
So what are the requirements to become a new Top Rated Seller?
Pretty clear. Have good stars. Sell 100 items worth $1000.
So the new seller, over a few months, puts together one of the 100/1000 criteria, and anxiously waits for the other to finally arrive. The criteria checks are all green but one.
The day comes. The 100th sale. Maybe tomorrow I'll be a TRS.
No, says ebay. Gotcha. You have to wait until the evaluation
Resigned, the new seller waits until the next evaluation, some part of a month away. Evaluation day comes. No TRS. Well, maybe the next day. No, no TRS.
An investigation yields a new criterion, missing from the prior list which was all checked green: to be a TRS requires being a PowerSeller.
And the criteria for PowerSeller is higher. $3000 in sales.
This is a low blow, and to no value at all.
Broken software? Please fix. Deliberate deception? Bah.
The first goal for a new seller is to make Top Rated Seller.
Not only does it yield a fee discount, it also makes the new seller feel successful and accomplished, and publishes that fact to the world.
So what are the requirements to become a new Top Rated Seller?
Pretty clear. Have good stars. Sell 100 items worth $1000.
So the new seller, over a few months, puts together one of the 100/1000 criteria, and anxiously waits for the other to finally arrive. The criteria checks are all green but one.
The day comes. The 100th sale. Maybe tomorrow I'll be a TRS.
No, says ebay. Gotcha. You have to wait until the evaluation
Resigned, the new seller waits until the next evaluation, some part of a month away. Evaluation day comes. No TRS. Well, maybe the next day. No, no TRS.
An investigation yields a new criterion, missing from the prior list which was all checked green: to be a TRS requires being a PowerSeller.
And the criteria for PowerSeller is higher. $3000 in sales.
This is a low blow, and to no value at all.
Broken software? Please fix. Deliberate deception? Bah.
Saturday, May 19, 2012
Ebay please fix: Sell Similar Glitches
Lately a problem bedevils those who clone old listings into new ones, using "sell similar".
The modified description is replaced by the old description.
A bit less often, the modified title is replaced by the old title.
This can be devastating, resulting in Natural Born Snad listings, when the textual description does not match the rest of the listing.
It's easier to detect the title glitch, because it shows up front and center.
The modified description is replaced by the old description.
A bit less often, the modified title is replaced by the old title.
This can be devastating, resulting in Natural Born Snad listings, when the textual description does not match the rest of the listing.
It's easier to detect the title glitch, because it shows up front and center.
Monday, May 14, 2012
Ebay please fix: Regional Box A
Regional Boxes have been around for well over a year now, but Ebay has stalled on support for them.
What they've done would be called Half-assed at best. One can print a regional Box A label, but one cannot specify Regional Box A as a shipping method to the shipping calculator.
It's "easy" to do: Regional Box A's cost the same as 2 lbs priority.
However, managing the difference by seller is, by my experience, very error prone.
Seller has to specify "priority mail" as the shipping method, then specify "2 lb" as the weight. When shipping, seller has to remember not to print a label for 2 lbs, but rather change it to Regional Box A. Easy to forget.
The other error trap is specifying the weight. If the calculator is specified with no weight supplied, the calculator calculates the minimum weight based charge, about $5.30. This error is hard to spot while proof reading the listing, because it is correct for seller himself for a regional box A.
Ebay: please give us a way to specify Regional Box A for a shipping method, and calculate based on that.
What they've done would be called Half-assed at best. One can print a regional Box A label, but one cannot specify Regional Box A as a shipping method to the shipping calculator.
It's "easy" to do: Regional Box A's cost the same as 2 lbs priority.
However, managing the difference by seller is, by my experience, very error prone.
Seller has to specify "priority mail" as the shipping method, then specify "2 lb" as the weight. When shipping, seller has to remember not to print a label for 2 lbs, but rather change it to Regional Box A. Easy to forget.
The other error trap is specifying the weight. If the calculator is specified with no weight supplied, the calculator calculates the minimum weight based charge, about $5.30. This error is hard to spot while proof reading the listing, because it is correct for seller himself for a regional box A.
Ebay: please give us a way to specify Regional Box A for a shipping method, and calculate based on that.
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