A bit annoyed with this buyer

[freerangeeggs]

I sold some stuff last weekend and sent it all off on Thursday, within 4 working days as I had stated I would in the listing. It cost me significantly more than I had thought to send them - my fault - and as such my buyers got a bit of a bargain on the postage.

I logged in yesterday to find a buyer threatening to give me bad feedback because I hadn't responded immediately to her message asking when her item would be dispatched. She said, and I quote 'action will be taken'.

OK, I should have checked this week (have had issues with my internet connection in work, which is why I hadn't), but I've done everything I said I'd do. I don't understand what her problem is. If I had been late dispatching then fair enough, but I'm not!

This sort of thing makes me not want to bother with ebay at all.

What can I do if this buyer does give me bad feedback? She's been pretty rude and I think it would be unwarranted.

Dear buyer,
Thank you for your emails, which I have only just seen. I checked your payment confirmation immediately to make sure there were no added postal instructions, and have not since had an opportunity to access the internet this week. However, as I stated 'despatch within 4 working days' in my listing, I did not foresee any problems with this. Your item was posted on Thursday (the 4th working day)so will be with you shortly if not already. Thank you for your custom, and I hope my explanation clarifies the situation for you.

I think she prob got a bit panicky because she hadnt had a reply, and was worried about not getting her stuff? Its easy to forget that not everyone is surgically attached to their email accounts!

Didn't you mark it as dispatched? If you had that would have let her know you had sent it.

But I think she only logged in yesterday, after posting on Thursday, & having no internet at work? I can see the buyer's pov, but there is an explanation!

Bgtw Fergoose - I know you'll know this - why do some items I buy send a 'the seller has marked this item as despatched' email, & some dont? I've never seen a way to specify either action as a seller?

I thought marking as dispatched automatically sent an email out now didn't it?

yes it does but you can choose not to receive I do as do not want loads of messages clogging inbox i just check on purchase history to see if marked

she probably did not notice 4 day dispatch time, most people assume postage within 48hours so unless specifically in listing she probably has not gone to postage section to find that

I think ebay are introducing a max of 3 day dispatch unless exceptional reasons ( like for personalised very bulky etc items)

I dont think most people do assume that - I, for one, always assume a long despatch time as sellers often out that to cover themselves & avoid bad feedback if they didnt post same day!

Thanks everyone. Obviously my communication hasn't been ideal but I'm glad I'm not being completely unreasonable!

I did specifically say in the listing that it would be four working days - perhaps she missed it, or it seemed like ages to her as she purchased on a Saturday. I hadn't marked it as dispatched yet - that was what I logged on to do on Friday.

Thanks again. I've apologised for lack of contact and drawn her attention to four working days on listing. Wish I had seen 500internalerror's post. First though - much better than what I wrote!

I've been on Ebay for 10 years + and have tried being snippy, neutral and extreeeeemely nice. The extremely nice approach wins the best response, usually.

Therefore if I were you I would have put "X, Thank you for your message. Please accept my apologies in not responding to your original message sooner. I have struggled with my internet connection this week and have had to wait for technical help. Your item was posted on Thursday and should be with you any day, if it hasn't already arrived. Once again, I am sorry about the miscommunications. Thanks and kind regards".

I wouldn't even get into the 4 days thing. She's not complaining it's not been posted on time. She is miffed that you apparently ignored her. It does no harm to be very pleasant to your buyers on Ebay where at all possible. Even if they are arses, wrap up every message with Thanks and kind regards. No skin off your nose and keeps everyone happier