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eBay: My Week in Review: December 11th

Here are a few of the weird.. Unusual things that happened to me on eBay this week.

1.

vtcyahoocom

This buyer wanted to return their item.  We sent them a return label, and they returned it, BUT did not realized that I refunded their money.  I TRIED to send them a message, but eBay would not allow it to go through.  Do you see why?  The buyer eBay user id is: nameyahoocom.  eBay thinks their USER ID is an email address, so the message can not go through.  When I contacted eBay about it, they give me this crazy backwards way to send the buyer a message.  Uh.. how about tell the buyer to change their user id.

2. The buyer purchased a necklace and earring set.  The next day messaged and said that eBay told her she could return the item because she forgot to use her eBay coupon. She then purchase ANOTHER item uses the coupon and opens a return request for the first item.

vtcbetterprice

3.   I sold a bra that I put the wrong style number in the title, but the right one in the listing.  I messaged the buyer and she said she wanted a refund.  We cancelled the transaction.  She messaged us back and decided she DID want that item.  We relisted the bra she bought it and we mailed it to her.  She received it and called me 4 times in  24 hours.  She said the bra was not as described. She said it was not a “razorback” bra.  I asked for a photo, she refused.  I approved the return request.  I received the item back and it wasn’t a “razorback” but it was a racerback as described.  I refunded her money and she left 2 negatives.

humpv3

We called her on the phone, and asked her if there was ANYTHING we could do to make this better for her.  She stated.  “I make $250.00 an hour.  You’ve wasted 30 minutes of my time.  You want to pay me for my time?  You people deserve my comments and you obviously have a lesson you need to learn here”  We thanked her for her time (see what I did there) and hung up. I emailed her the next day and she stated that I never apologized to her.  If I did she would have removed the negatives.  So I sent her screen shots of both of our messages where we apologized…  I haven’t heard back from her; but that’s kind of how bullies are right?

That made me curious on what this chick does for a living.. so I googled her name.  She apparently is a Human Resources expert, and has written a book. You want to guess the name of her book?

Clueless Emperors: How to Overcome Problem People and Not Be One Yourself

She even DEFINES what a clueless emperor is.

humpv5

Ha! People who suck the life out of you!

Her book even has a section about feedback.

humv6

I hope you see the irony here..

The negatives were removed because they were attached to the wrong items.  She put the cancel feedback on the one that was not cancelled AND put the photo feedback on the one that was cancelled.

4. Sporadically when a buyer wants to return an item instead of being able to have eBay send the label it’s giving me this page.

vtcreturnlabel

I’ve called eBay about this, and they have no idea why it’s doing this.  Do you have any guesses?

Dear eBay Queen: Should I Open a eBay Store, eCommerce Store or be an eBay Seller?

Dear eBay Queen:

I’ve been selling full time for about six months.  I am thinking maybe I need a store.  Can you tell me the difference between an eBay store, online store and just listing my stuff for 30 days on eBay?

I really would like to make a go of this, and support my family.  My sales are increasing each month.  I would appreciate any tips you can give me.

Trina

 

Dear Trina:

There are drastic differences between an eBay store and an eCommerce store.  An eBay store is hosted on eBay and must abide by the rules of eBay.  An eCommerce store is hosted by the hosting provider of your choice, and you choose the rules, payment options etc.  An eBay store can cost you anywhere from $19.99 to $199.99 per month.  An ecommerce store can cost you as little as $15.95 a month, up to hundreds of dollars per month.  A buyer can search for your item on search engines either way.

The difference between an eBay store and just listing your things for 30 days on eBay are all financial in my opinion.

Subscription fees

Store type Monthly subscription fee Yearly subscription fee
Basic $19.95 per month $15.95 per month
Premium $59.95 per month $49.95 per month
Anchor $199.95 per month $179.95 per month

 

When you sell on eBay as a seller, you receive 50 free listings a month.  As a person with a store you receive more free listings, and get a discount on insertion fees.

Store type Number of free insertion fee listings per month Auction-style insertion fees Fixed price insertion fees for Books, DVDs & Movies, Music, Video Games Fixed price insertion fees for other categories
Basic 150 $0.25 $0.05 $0.20
Premium 500 $0.15 $0.05 $0.10
Anchor 2,500 $0.10 $0.05 $0.05

You also receive lower final value fees if you have a store.

I don’t think it would hurt to open an eBay store.  How many listing do you normally put on eBay per month?  If you list over 75-100 I’d start with the basic store.  If you list anything over 200 I’d try the premium store.  It may seem like a lot to list 500 items, but it might be just what you need to push you to list more and sell more.

 

Dear eBay Queen:

I’m not sure what to do.  I had a buyer make an offer for 3 different counted cross stitch kits I have for sale.   I accepted one of the offers, and countered on the other two.  She accepted, and I sent her an invoice for all 3 items.  Shipping is slightly over 1.5 lbs, so I gave her a quote for exact priority mail shipping.  She messaged this back to me:

“I was not expecting shipping to be so high! Could you knock $6.00 off of this? I really feel like you are robbing me!  I want to have a good feeling about this, and I don’t. Please let me know if you’ll take the $6.00 off.”

I’m not sure what to say!  It seems like if I don’t do it, she’ll leave me a negative. I’m not ripping her off, I’m charging exact shipping, which is $8.95!  What should I do?

Diane

Dear Diane:

I would message her and perhaps send a link to the USPS website that shows how much shipping is, and how you are charging her the exact amount, then I would ask her if she would like for you to cancel all three transactions.  If she declines the cancellation, I would call eBay and see if they might give you a suggestion on what to do if she leaves a negative, or dings your stars.

The other option is to give in, and discount the shipping by six dollars.  I don’t recommend doing that.  I believe it teaches buyers bad behavior, and they could ding your stars or give you a negative anyway.

 melissashirleybasket

Strange eBay Item of the Week: Item #: 371295248698. Needlepoint is my hobby, and can be quite expensive if you’re searching for a specific canvas. Canvases by Melissa Shirley are highly sought after.  Melissa Shirley California Basket Bouquet Hand Painted Needlepoint Canvas, Guide & Thread. SOLD: $330.00.

 

eBay Queen: What are your eBay Resolutions?

Dear eBay Queen,

What are your eBay New Year’s Resolutions?

Baby New Year

Dear Baby:
My eBay resolutions are pretty simple this year as I approach my 17th year selling full time on eBay.

  • Get my online store running smoother.
  •  eBay inventory done (because it never seems to be accurate.
  • Clean out my piles of stuff that I thought I would eventually write up.
  • Find a new product that will go with my existing product line
  • Stop stressing about defects.

Dear eBay Queen:
 

I have a question about a return I received. I sold a pair of Ralph Lauren equestrian style pants to a customer, who claimed that the zipper didn't zip up smoothly, and she wanted to return them. I modeled these pants in the photos, and I never noticed and issue with the zipper, or I would have said something. I truly believe that I do a good job when I am checking for defects like that, but once in awhile, I do miss something.  I took the buyer at her at her word, and sent her a return shipping label that I paid for. I received the pants back, and, as I’m sure you guessed, there was absolutely nothing wrong with them. I'm would imagine that they didn't fit and she didn't want to have to pay for the shipping involved in purchasing and returning them.
 

I don’t feel like I should have received a defect for this return, and I am pretty angry that I was bamboozled by this customer. I contacted eBay and asked them to rule on this through the returns process. In my messaging to eBay, I explained the situation, and even pointed them to the YouTube video where I demonstrate how the zipper works eBay sided with the customer, and automatically refunded her the entire amount. What could I do differently? How can I get eBay to be on my side?
 

I have a return policy, and I don’t have an issue accepting a return. I DO have an issue with getting a defect for a buyer that is not truthful. I don't think it should be at my expense unless the item is defective. Is there anything I can do about this? Is this a common occurrence on eBay? eBay customer Service says that it is the cost of doing business. What do you do to prevent this from happening to you?

TGA
 

Dear TGA:
 

This issue has been plaguing me for most of 2014. I rarely have a buyer that has a true “not as described” case, but I seem to have quite a few buyers that have what they call not as described, a fit issue. Instead of saying it doesn’t fit me, they say it’s “defective and doesn’t fit me”.
 

I’ve spent most of 2014 fighting this ridiculous defect system. This means HOURS on the phone waiting to talk to an eBay customer service rep, only to be told, “It’s just part of doing business on eBay.” I have given this a lot of thought over the last few months, and because the time I spent on the phone was starting to bother my children, I have not made a single call to eBay in over 30 days. It was not worth the aggravation. One of my last phone calls to eBay, I really tried to prove my point that a return should not result in a defect. The only sense of hope I received from that conversation is the person (a manager) assured me that the defect system is evolving, and that this type of defect was going to be discussed and looked into.
 

I have thought about different ways I can prevent a buyer from opening a return request, and I have only had one idea, but I am not even sure if it will work. I have decided to start the New Year with business cards with return information on the front, and a “Thank You” on the back. I was thinking my return portion will include my phone number and my email address so the buyer can message me directly. Once they message me it is my plan to offer them a shipping label, (at my cost,) and ask for the item to be sent back.
 

When it comes to your buyer, I believe that they did have buyers remorse. You would probably be able to prove that, you would just need to get the right eBay customer service person.

rlwatch

Strange eBay Item of the Week:161475802699. This beautiful, rare watch by Ralph Lauren retailed for $25,100. It sold on eBay for $8999.00. Ralph Lauren 18k RG Stirrup Men's Watch with Piaget Movement Stunning. SOLD: $8999.00.

 

Why the United States Post Office SHOULD NOT Be Part of the eBay Defect Rate

You may know that eBay is currently judging sellers on how quickly the post office handles the package.  If the item I sent is not handled correctly, I may get a defect.  Too many defects, and I can not sell on eBay.  Here is an excellent example of why eBay sellers should not be judged on how well the shipping carrier handles the item.

ponottrusted3This may seem normal to you if you do not know Kansas very well.  Below is a map of where this item went… Do you see how this item was "out for delivery" in Oskaloosa, KS?  Oskaloosa is not even the NEXT zip code over, it's 70 miles away from my post office.

ponottrusted1

 

This map shows how it went from Morristown, TN to Knoxville, TN then to Kansas City KANSAS, to Oskaloosa, Kansas then sent to Kansas City MISSOURI then to Rantoul, Kansas. 

This isn't even the best example.  I have packages that show items going to California and they were sent to Florida.  This is just one of the reasons eBay needs to re-think their defect ratings.

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