Ooops - In the unfortunate event that a problem should occur....

Saturday 07 November 2009
by SaleHoo.com

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Hi there!

Hopefully you haven't encountered any problems on eBay so far, but if you plan on selling a large volume of items, it's quite likely you'll have to deal with them at some point.

While most people trading on eBay have the very best intentions, occasionally disasters do occur.

The best way to deal with any problems that may arise is to be prepared. Consider any problems that may occur and the best way go about resolving it.

Most important of all: train yourself to respond to irate or angry emails and phone calls in a polite and reasonable manner! If you are worried that you might respond heatedly to any accusations, then consider writing some template email replies, or a script in case of a phone conversation, to keep you on the right track.

In this newsletter, I'm sharing my secrets for problem resolution!

Below is a list of the most common problems that I have encountered as a seller on eBay and the resolutions I suggest:

Buyer Never Responds

The auction's over, you've emailed the buyer, but they haven't responded and it's now a week later. Have you just been ripped off? Ahhh!

1. Send them a reminder email. Be polite but firm. Remind them of the conditions of the auction, for example: '7 days ago you purchased #193849 'Rocket Train Set'. I would like to remind you that payment is due for the item within 10 days of auction completition - as per the auction description. Please make the payment in the next couple of days or contact me in extenuating circumstances. Thank you'
2. If there is still no response 3 days later, send a warning email. 'Payment is now overdue for #193849 'Rocket Train Set'. Please put the payment through today using PayPal, or contact me if there are any problems and I'll be happy to resolve them with you. This is a final warning. If payment is not received today, I will be forced to relist the item'.
3. If you don't hear from the buyer within 10 days, then you can consider filing an unpaid item dispute.
4. Check back over their feedback and see if they have had any similar occurrences previously.
5. If you still don't get any response, you can then relist your item or make it a second chance offer.

**Top Tip**

Consider blocking a non-paying bidder from further auctions.

Buyer Backs Out

Sometimes situations will arise in which the buyer has to back out of the sale. This shouldn't occur very often - but it's still best to know how to deal with it when it does.

1. If the buyer lets you know promptly after the auction that they have a problem with purchasing the item, and provides a good excuse, then you should accept it gracefully and not leave negative feedback.
2. If the buyer has a bad excuse, then it is fair to leave negative feedback and warn other sellers.
   **Top Tip**
   If a situation forces you to leave negative feedback, never post without trying to resolve the situation first. Giving negative feedback leaves you exposed to receive negative feedback in return if the buyer considers your comments unfair - or just wants to exact revenge!
3. In both situations, if the auction had other bidders, consider a second chance offer. If not, relist your item and request a final fee credit through the Unpaid Item process.

Package Doesn't Arrive Or Arrives Damaged.

If the buyer emails you with the disastrous news that your package hasn't arrived, or has arrived in pieces, then you have several options - as long as you have insurance!

Whatever the situation, always email the buyer back straight away, apologizing and offering a refund or a replacement if you have one.

If they choose a refund, then it's best to pay by money order or check. PayPal is not such a good choice as they take a cut of the total, so the buyer won't receive the full amount.

Insurance Claims

If you have insurance, you can then go through the process of placing an insurance claim. Depending on who you have shipped with, the process can vary in terms of complexity and length.

US Postal Service

You will need to provide:

• The original mailing and insurance receipt to file a claim.
• Proof of the value of the item, e.g. a sales receipt or invoice.
• A signed letter or statement from the buyer saying they never received the package. This must be dated at least 21 days from the mailing date.

Claims must be made 60 days within mailing and you will usually receive your payment 30 days later.

UPS

You can file a claim online, or call and speak to someone. Once you have notified UPS, you'll then receive a damage/loss notification letter with a claim name. This gives you six months from the delivery date to take action.

You will need to provide:

• The completed claim form
• The original UPS shipment paperwork and documentation that confirms the value of the item.
• If the item is broken, then UPS might require an inspection. It's best to inform the buyer of this before making the claim.

Once UPS receives your paperwork, your refund will be mailed within 5 business days.

FedEx

You can file a claim with FedEx online or by mail or fax. If you file online, FedEx sends email updates on the status of your claim.

You will need to provide:

• A completed claim form
• A copy of your original shipping documentation
• Proof of merchandise value
• Any serial numbers you may have for the item.

You must file the claim within 21 days of the delivery date for a damage claim, and within 9 months for a delivery claim. FedEx aims to resolve claims within 5 to 7 days.

**Top Tip**

If you decide to carry out an insurance claim, make sure that you contact the buyer and tell them an inspection of the item may be required. This will avoid a waste of time on your behalf if the buyer proves difficult later on.

Buyer's check bounces

Accepting checks can be risky. To protect yourself, never post the item until the check has cleared. Warn the buyer that this is your procedure, and that this a check payment will take 5 working days to clear.

In the event that the buyers check bounces, it's good customer service to email them and offer them a second chance to pay, either by PayPal or a money order by overnight mail or FedEx. This way you are giving them the benefit of the doubt that this was an honest mistake.

Unfortunately, most bouncing checks tend to be fraud. So, if they don't respond to the second opportunity to pay within a day or two, then leave negative feedback warning other sellers and register an unpaid item dispute.

Buyer Initiates Chargeback

Fraudulent chargebacks are the main risk you take when you receive a payment by credit card or through PayPal.

Chargebacks are designed to protect credit card users, and they occur when the buyer asks their credit card company to remove a charge from their credit card statement. This can take place anytime from immediately after the transaction takes place to months later.

eBay sellers do have protection from this through PayPal's Seller Protection Policy. If you follow these rules, which include shipping to the address shown on PayPal's Transaction Details page, and retaining proof of shipment, then you will be protected.

The best way to stay safe is to never ship to any other addresses, even if the buyer offers a plausible reason for doing so: 'I'm staying at my mother's at the moment', or 'It's a present for my inquisitive daughter'.

If you are victim of a fraudulent charge-back, and you have followed the rules, then PayPal will help you resolve it.

Another way of protection yourself is to maintain proof of delivery from the shipping company.

**Beware**

PayPal policy does not cover claims for 'not as described'. Paypal will work with you to try to resolve chargebacks, but ultimately it is the credit card company's decision - not PayPal's. You can provide email evidence to help the process as well as proof that the buyer was provided with a replacement product. If you communicated a return policy to the buyer, then this may also be of help.

A Winning Problem Solving Method: Telephone Diplomacy

Despite the anonymity and cost-efficiency of email, sometimes it's just not the optimum communication form.

When problems arise, sometimes the best way to get a satisfactory resolution is to jump on the phone and talk to them in person.

It's easy to find out the buyer's contact information.

1. Click on Advanced Search under the Search button on any eBay page.
2. In the search page, click the Find Contact Information link.
3. You'll need to supply your buyer's User ID as well as your auction's item number as personal information is limited to the two parties involved in an auction. Enter this information in and click the Search button.
4. eBay will then send you an email containing the bidder's name, city, state, and phone number.

The bidder will also receive an email containing your contact information, including your phone number. Sometimes this email is all it takes for the buyer to get in touch.

Personal experience has led me to almost ALWAYS take to the phone when a situation needs resolving.

It's amazing what a phone call can achieve: situations have often turned right around when I've simply called the buyer and had a personal chat with them. The phone gives personality to the pseudonym: it's much harder to be angry and act badly towards someone when you've chatted to them on the phone. On the other hand, it's easy to behave badly to someone you know only as pip456.

Workbook

1. Try researching some sellers or buyers randomly. A great little tool is http://www.toolhaus.org/cgi-bin/negs. It lets you seach for JUST negative and neutral feedback and quickly find anything - selecting either feedback they have left or feedback they have received.
   This tool lets you see exactly who you are dealing with, so you have an idea of what to expect.
2. Develop an action plan for all of the problems listed above. You might wish to make template reminder and warning emails and develop a record system to store information about non-paying items.

Useful Links

• Negative/Neutral Feedback tool
• USPS Insurance claim information
• UPS Insurance claim information
• FedEx Insurance claim information
• eBay Help

I've mentioned the Unpaid Item Dispute process a couple of times in this newsletter, but how do you actually go about it? Find out next week...

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