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eBay PowerSeller Nick Sevino (a pseudonym) answers questions about buying and selling on eBay.
Dear Nick,
I just got my first neg (negative feedback) from a buyer who was upset that I didn't send him a shipment notification email. He said that the item arrived quickly, well packaged and as described, but was angry that I didn't let him know it had shipped. He claims that "every seller on eBay does this."
As insane as this appears to me, it got me to thinking about how many other PowerSellers send out an unsolicited email telling the buyer that their item has shipped? I tend to ship my items very quickly so it has never been much of an issue for me. BTW, in a show of great restraint, I actually gave this confused buyer a positive. Any info would be appreciated.
Joanna
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Dear Joanna,
You bring up many good points. The buyer probably went overboard in giving you a negative, a neutral would have been more appropriate. But he honestly expressed his opinion and that's what the Feedback system is about.
It's great that you are doing such a good job in processing your orders so quickly, but why not put yourself in the mind of the buyer? He has placed an order and prepaid money to a seller (a stranger). He is anxiously awaiting a product.
To you, it's just a widget, but to him, it's vital. Where is my product? Is that seller really going to ship it? When will it arrive? How can I meet the postman if I don't know when the package will be there?
The feedback system has alerted you to a customer service issue, this negative may actually be a positive thing. You are given a chance to respond to the negative in your record. And if you write something like "Buyer was right, we now send delivery confirmations," then potential customers seeing your response would view it as very positive. This seller listens to their customer.
Remember, the way you respond to a negative is vital. This is the area that many buyers pay the most attention to. A negative is not necessarily negative if the seller addresses it correctly. Also, this was the one customer who was vocal. There may be many more who are dissatisfied for the same reason but don't feel strongly enough to say anything.
Think about automating the process so it isn't that time consuming. You will find that your emails will be reduced. Buyers may even be alerted to delivery problems.
This answer was written for the majority of sellers. In some situations, it may not be practical to send a delivery confirmation. In this situation, a negative could be avoided by stating in your terms of sale (in the Auction) or in the Order confirmation, "We ship the next day after receiving payment, we don't send delivery confirmations but expect at your door in 3 days."
You did right in giving the buyer a positive. After all, the feedback system is about honest opinions, constructive criticism to help us seller improve our businesses.
To comment on this letter, post a message in the forums at http://tinyurl.com/5vp5.
If you have a question for Nick, send it to nick@auctionbytes.com
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