topic Re: Buyer changes their mind two days after purchase... in Selling

Buyer changes their mind two days after purchase...

calsof — Tue, 07 Aug 2012 14:30:17 GMT

No explanation. Just a message two days after purchase to say that they want to "return" (sic) the item, haven't paid and it has not yet been sent.

I replied politely and let the buyer know I will be happy to cancel the transaction but would also be happy to help if there is a reason for the change of mind - change of product etc. No reply two days later.

What's the best course of action?

Should I just go ahead and lodge an unpaid item case?

If I do lodge an unpaid item case, should I do so as a "transaction cancellation"? At that point, Ebay has a warning: "Make sure your buyer has already agreed to cancel the transaction. If your buyer doesn't accept your cancellation request, you won't receive a Final Value Fee credit."

Any other suggestions?

Obviously, not too worried about losing the dollar of a FVF. Just wondering what the best course of action would be in future with these. It's the second time this has happened in my short Ebay career and I'm not sure what to do each time.

This week I'm on a roll. I have another unpaid item case pending. With that one, I didn't get a message. Buyer just hasn't paid. Other times I send a short message as a friendly reminder with those. I never get a reply but I put in a final effort. This time I didn't bother, just pressed the "unpaid item case" button.

I'm not sure if I'm doing the right thing. Too many messages and it might be said you're pressuring the buyer to pay. Not enough, and it may be taken as lack of communication.

I know we all hate non-paying buyers here but we need to remind ourselves sometimes that people do have a right to change their minds. However, I still don't get it. From my point of view, when I press the BUY button, I've already made up my mind and, if I do change it, bad luck, I've bought it, I've left the store and I keep it or give it away... or sell it again on Ebay 😉

What do other people do with non-paying buyers here?

Thanks in advance,

Calli

Re: Buyer changes their mind two days after purchase...

the3coopers — Tue, 07 Aug 2012 15:06:09 GMT

Personally I've given up thinking about the whole subject. I just raise the disputes, close them and move on

I gues I've just become jaded by all the excuses and lies over the years. A few years back they actually used to come up with amusing reasons, and I remember that "grannie died" was a popular one... but now days they don't even do that!

Re: Buyer changes their mind two days after purchase...

beach_and_home — Tue, 07 Aug 2012 20:23:02 GMT

Agree with coops. Just open an unpaid item case and go through the proper procedure for a non-payer. Unless sellers keep doing it that way the unreliable buyers won't get their strikes and we won't be able to block them.

Re: Buyer changes their mind two days after purchase...

putney32 — Tue, 07 Aug 2012 22:08:13 GMT

yes, I agree with the others,

open a non payer dispute

close it on day 5

relist move on

at least if they get 2 strikes they can't bid on a LOT of sellers items as many of us have our preferences set to exclude 'buyers' with 2 strikes.

dont waste time and energy on the negatives, put that into selling!

goodluck

Re: Buyer changes their mind two days after purchase...

koalablue12 — Tue, 07 Aug 2012 22:56:40 GMT

Hey Cal, as harsh as it sounds I agree, NPB dispute, seems messy but it will help other sellers in the long run, and maybe people need to be a little more aware that when they push that BUY button it doesn't just mean - maybe. X-(

to you...:-D

Re: Buyer changes their mind two days after purchase...

beach_and_home — Wed, 08 Aug 2012 00:20:44 GMT

The thing is they have to click TWICE. They have to click on BUY NOW and then COMMITT TO BUY. So it is hardly a mistake when they have clicked on two different things, is it?

Re: Buyer changes their mind two days after purchase...

calsof — Wed, 08 Aug 2012 01:01:46 GMT

No, it's not a mistake. It's clearly a change of mind.

I try to see it as I would a B&M shop. I have something in my hand, I have told the salesperson I am buying it, I get to the counter and, seconds before I pay, I change my mind and leave it with the person behind the counter.

I also try to see non-payers as two different groups. Those who don't say a thing and don't react to any messages... just never complete checkout, and those who take a minute to let you know they've changed their minds.

It's just not the same, though, is it?

Anyway, them's the breaks. In the next few hours the item will be eligible for a non-payer's dispute. I will log it in and they'll get their strike.

Re: Buyer changes their mind two days after purchase...

a_beautiful_room — Wed, 08 Aug 2012 02:34:37 GMT

Don't care what they do. If they promise to pay, I'll give them 7 days. Day 7 open case, no more excuses or nice reminders. If I hear nothing open case day 4, close again day 4 after that. Ebay sends them an invoice and a reminder, I send them an invoice and a reminder and if they can't figure out what to do after that then not my problem. Also jaded and sick of excuses. Some loony last week pressed the Buy Now for a $700 item, and then asked how much for the freight (which was $20.00). Didn't pay, she got a strike too. Pity they are not NARU a bit earlier.

Re: Buyer changes their mind two days after purchase...

upworx — Wed, 08 Aug 2012 03:57:13 GMT

The watch list is there for buyers to put items they are interested in until they decide whethere to buy or not. Once they press the buy button, they are committed and they have removed your item from sale so no one else can purcahse it. Even B+M stores don't hold an item while you decide whether you want to pay for it or not.

If the buyer, for whatever reason, has decided not to procede with the purchase and they contact you, you offer them a cancellation they must respond to within a set time frame (because you are a nice person and offer good customer service). If they don't relpy or you don't hear from them at all, start a NPB claim to get your fees back. Relist , move on, and smile. 🙂

Re: Buyer changes their mind two days after purchase...

annies_fancy_dress — Wed, 08 Aug 2012 08:42:06 GMT

I had one send a message saying they didn't want the item just a few minutes after buying it. ?:|

I guess they clicked on the wrong listing. 😞

Just irritating, when it happens. X-(

Re: Buyer changes their mind two days after purchase...

calsof — Wed, 08 Aug 2012 09:06:40 GMT

I had one telling me they had made a mistake and they didn't want the item. After I cancelled the purchase, I checked in their bought items and they had bought the exact same item for 50 cents less than I had mine listed from somebody else 🙂

I was angry at myself for having acted so civilised in my messages to them 🙂

Re: Buyer changes their mind two days after purchase...

koalablue12 — Wed, 08 Aug 2012 09:09:24 GMT

See, not everyone is as nice as you, it is a shame, but they are out there.......wonder what they bought themselves with the HUGE saving they made! ? Certainly not customer satisfaction and service they would have got from you Cal 😄

Re: Buyer changes their mind two days after purchase...

calsof — Wed, 08 Aug 2012 09:33:42 GMT

Thanks, hun (Blush blush blush)

🙂

Re: Buyer changes their mind two days after purchase...

nicegreenpetticoats — Fri, 10 Aug 2012 04:00:13 GMT

I don't mind if the buyer changes their mind, lets me know and then I will be happy to do a mutual cancellation.

Sometimes people buy and find they already have the book on their shelves, at one point I had 4 copies of Wilbur Smith's River God in my keeper collection.

Don't ask me how I managed that, but I have had a couple of buyers with the same problem.

I only do the NPB case if I don't hear from them for over a week, usually I send a second invoice then in case they missed the first and give another 3 or 4 days.

There is no point forcing a sale if the buyer isn't happy, I buy and sell on ebay because it is fun and I get some awesome bargains, if you start to stress or get nasty it isn't fun anymore.

Jenny

Re: Buyer changes their mind two days after purchase...

i-once-was-bump — Fri, 10 Aug 2012 09:26:28 GMT

Actually a lot of B&M stores hold items for up to 7 days without any deposit.

Re: Buyer changes their mind two days after purchase...

phorum_junkie* — Fri, 10 Aug 2012 09:48:42 GMT

nicegreenpetticoats I am sorry but no way would I go down that road. It is unfair to other sellers and leaves you open to a risk of both losing your FVF refund and receiving neg feedback.

The only time I ever offer mutual cancellation is if a newbie buyer has bought more than one of the same thing by mistake or if somebody had purchased the wrong size/colour in a multi varient listing and then only after they have purchased the correct item.

There is no other reason other than a death certificate that will cause me to leave myself and other sellers open to serial non payers, if it is their first strike it will give them a wake up call and they may not do it again, if it is not their first time then they are blocked by all sensible sellers.

Re: Buyer changes their mind two days after purchase...

bright.ton42 — Mon, 13 Aug 2012 09:31:12 GMT

I'm afraid I have to agree with the others to open an unpaid item case and that's that. Buyers have plenty of time to make that decision to buy - the Watch List, the clicking on the Buy and then the third button to Commit. All that time messing around with changes of mind can be put to far better use in my view.