topic Re: Question on Response to a Feedback Comment in Selling

Question on Response to a Feedback Comment

clarry100 — Thu, 24 Mar 2016 02:58:42 GMT

I have been contacted by a seller who is a little bit afraid to post for help on these boards.
They are a small time seller trying to supplement family income.

They sold an item that would have been a bit fragile to mail so thought the safest way would be to hand deliver as the address was in their local area.

So far as I can gather the sale did have a separate postage cost listed.

So they drove about 1.5 hours to hand deliver the item. Not really local.

Now the buyer has left a big red dot with the comment
"Payed for postage and they delivered it themselves feeling a bit ripped off...."

So they thought they were doing the right thing by hand delivering and got slammed.

I think there is very little that could be done about the NEG but what they want to know is some good words to respond to that NEG with.

I'm not that great with these kinda words.

Anyone have any good ideas?

Re: Question on Response to a Feedback Comment

davidc4430 — Thu, 24 Mar 2016 03:06:11 GMT

dear buyer, return the item so i can post it please.

Re: Question on Response to a Feedback Comment

sarahs_preloved_booksnbits — Thu, 24 Mar 2016 04:57:27 GMT

Due to the fragile nature of the item you purchased, I decided not to leave anything to chance and to deliver it to you personally. This cost me my own time (1.5 hours) and fuel for the car. I regret that you feel hard done by, but I genuinely believed it was the best way to get this article to you quickly and in one piece.

Re: Question on Response to a Feedback Comment

clarry100 — Thu, 24 Mar 2016 05:19:37 GMT

That's exactly the sentiment. Perfect!

But somehow we have to make all that fit into the 80 characters we have room for in the reply to the negative feedback received.

Re: Question on Response to a Feedback Comment

go-tazz — Thu, 24 Mar 2016 05:45:34 GMT

First try and get them to change it by asking for a feedback revision and state to them the postage cost was

x amount and the cost to deliver it was x amount for a nett loss of x amount.

Explain they had to travel for 1.5 hours to get it to them as they thought it may get broken in the mail and it cost

them a lot more than the postage cost to deliver it,(so they were in no way ripped off).

If they wont do that then just state: Hand delivery cost was x amount,x amount more than postage cost,(then add

their user ID so that everyone that sees that comment can block them).

Re: Question on Response to a Feedback Comment

erg-auto-electrical-wholesalers — Thu, 24 Mar 2016 05:54:01 GMT

Did they not inform the buyer they were going to deliver it personally?

Re: Question on Response to a Feedback Comment

collect247 — Thu, 24 Mar 2016 06:03:44 GMT

Obviously the buyer is a goose.

It would have costed more for the seller to deliver it themselves.

This is how buyers are allowed to get away with anything and ebay gives them a pat on the back for it.

Re: Question on Response to a Feedback Comment

imastawka — Thu, 24 Mar 2016 06:37:11 GMT

I dunno......I've posted about this before.........

A seller decided to hand deliver my item cos they lived close.

Scared the living daylights out of me. They gave me 30c refund on the postage.

I don't like people I don't know, turning up at my door. And I told him so.

I don't encourage visitors.

Re: Question on Response to a Feedback Comment

phorum_junkie* — Thu, 24 Mar 2016 06:38:42 GMT

@erg-auto-electrical-wholesalers wrote:
Did they not inform the buyer they were going to deliver it personally?

My thought exactly, did they contact the buyer and offer to hand deliver at no extra charge to make sure it arrived safely. To just do it without contacting the buyer and getting the OK was asking for trouble.

Re: Question on Response to a Feedback Comment

saarzi — Thu, 24 Mar 2016 07:31:38 GMT

Contact the buyer, APOLOGISE (because it WAS pretty rude to do that before calling them to confirm and ask if its ok FIRST), REFUND the postage cost (because it was NOT posted), and let them know youre sending through a link, and ask if they would reconsider changing their neg.

Thats really all they can do.

I guard my house and life like nothing else - Id be P***ED if a seller turned up at my doorstep, without asking first, even if postage was free. Id also be asking Ebay to intervene to get my postage cost refunded, and theyd get a neg regardless.

Whether they drove 1.5 hours, or 20, is not the point. That was the sellers choice, and no one but them will ever know if they had something they needed to do in that town anyway, so didnt *really* go out of their way at all.

And I hope the seller doesnt even begin to think that the postage cost should be kept to cover their petrol, or to use the "but I went out of my way" **bleep**. That would be really poor form and a demonstration of them not understanding the issues at hand, or how the buyer feels.

If there was an issue with fragility, dont list the item as "post". If some issue arises AFTER the sale, contact the buyer and act appropriately - give them the option of having it delivered, or not (as a buyer, I would have cancelled the sale, its just dodgy).

Good intentions or not, it was out of line.

Re: Question on Response to a Feedback Comment

clarry100 — Thu, 24 Mar 2016 07:37:08 GMT

That's quite a good point you are all making about asking the buyer first.

I don't know if/not that was done in this instance, but I do take the point tho.

Re: Question on Response to a Feedback Comment

collect247 — Thu, 24 Mar 2016 07:59:57 GMT

Surely the seller would have asked could they deliver it first before they delivered it?

Any way what do all you people do when a door to door sales person comes to your home,do you go run and hide

because how dare they turn up before asking you first haha

Re: Question on Response to a Feedback Comment

imastawka — Thu, 24 Mar 2016 08:04:38 GMT

They get this and the colour is blue

I have a sign........Ring bell at your own risk

It's also illegal to door knock these days anyway

Re: Question on Response to a Feedback Comment

collect247 — Thu, 24 Mar 2016 08:08:13 GMT

I get plenty of knockers and politely send them on their way lol

after I tell them if I wanted it I would have bought it without their help.

Re: Question on Response to a Feedback Comment

davidc4430 — Thu, 24 Mar 2016 08:16:24 GMT

i have a sign, no door knockers and no religous peddlers. seems to work.

Re: Question on Response to a Feedback Comment

lane-ends — Thu, 24 Mar 2016 09:37:08 GMT

what would have happened if seller turned up, buyer wasn't home and there was no safe drop?

i did trhis once when i first started, if ever I was to do it again, I would ask first.

Some buyers dont want sellers at their door just the same as some sellers dont want buyers at their door.

As far as response to feedback, just a simple apology. it will be seen as an innocent mistake. Trying to be clever about it would make seller look like they dont care about buyers rights

Re: Question on Response to a Feedback Comment

davewil1964 — Thu, 24 Mar 2016 09:57:19 GMT

I hand deliver to local buyers.

In the letterbox. I only doorknock if there is a car in the driveway.

I also refund the postage. Never had a complaint yet.

Re: Question on Response to a Feedback Comment

davidc4430 — Thu, 24 Mar 2016 10:03:52 GMT

i dont want buyers comming to my house and i dont want sellers comming to my house either. not everyone wants to meet new 'interesting' people.

Re: Question on Response to a Feedback Comment

merfar2107 — Thu, 24 Mar 2016 10:51:02 GMT

I'll bet you're sorry you asked. Well, I'll bet your friend is.

Re: Question on Response to a Feedback Comment

rocket2retro — Thu, 24 Mar 2016 10:51:57 GMT

If they'd pt it in an addressed box & worn an Australia Post uniform there would have been no problem!