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| | | Author: | rainbowmist  | | Posted: | Jul 26, 2023 13:26 | | Subject: | Buyer very rude.... | | Viewed: | 311 times | | Topic: | Problem Order | |
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| Hello. I have a buyer who ordered a part and I noticed it was an off brand, oops
on my part, anyways I gave them a refund of the part and they said they are not
happy about that missing part. I don't have a replacement. So I looked up
the buyers feedback and they leave all sorts of "unhappy with order"
comments for other sellers. And takes to long for shipping, stickers are bad,
etc.
Seems to me I should just cancel his whole order as they did buy other stickered
parts as well. Or would they leave me a negative after canceling?
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| | | | | Author: | wildchicken13 | | Posted: | Jul 26, 2023 13:30 | | Subject: | Re: Buyer very rude.... | | Viewed: | 63 times | | Topic: | Problem Order | |
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| In Problem Order, rainbowmist writes:
| | Hello. I have a buyer who ordered a part and I noticed it was an off brand, oops
on my part, anyways I gave them a refund of the part and they said they are not
happy about that missing part. I don't have a replacement. So I looked up
the buyers feedback and they leave all sorts of "unhappy with order"
comments for other sellers. And takes to long for shipping, stickers are bad,
etc.
Seems to me I should just cancel his whole order as they did buy other stickered
parts as well. Or would they leave me a negative after canceling?
|
I would think that cancelling the whole order would only give the buyer even
more reason to leave negative feedback for you.
If I were you, I would go ahead ship the rest of the order. Perhaps you could
order the missing part from a different seller and ask to have it shipped directly
to the buyer.
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| | | | | | | Author: | rainbowmist | | Posted: | Jul 26, 2023 13:37 | | Subject: | Re: Buyer very rude.... | | Viewed: | 53 times | | Topic: | Problem Order | |
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| In Problem Order, wildchicken13 writes:
| | I would think that cancelling the whole order would only give the buyer even
more reason to leave negative feedback for you.
If I were you, I would go ahead ship the rest of the order. Perhaps you could
order the missing part from a different seller and ask to have it shipped directly
to the buyer.
|
Thank you for replying. I was thinking of buying another part for them but how
do I make any money off of their original order of around $5.00? Plus the other
seller might even send the wrong part. Might as well just refund their entire
order and send it to them for free. As some of the stickered parts are not perfect
either that they ordered. Selling on here is certainly not easy.
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| | | | | | | | | Author: | wildchicken13 | | Posted: | Jul 26, 2023 14:06 | | Subject: | Re: Buyer very rude.... | | Viewed: | 55 times | | Topic: | Problem Order | |
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| In Problem Order, rainbowmist writes:
| | Thank you for replying. I was thinking of buying another part for them but how
do I make any money off of their original order of around $5.00? Plus the other
seller might even send the wrong part. Might as well just refund their entire
order and send it to them for free. As some of the stickered parts are not perfect
either that they ordered. Selling on here is certainly not easy.
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You have to decide what your priority is: making money or customer service.
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| | | | | | | | | | | Author: | macebobo | | Posted: | Jul 26, 2023 16:03 | | Subject: | Re: Buyer very rude.... | | Viewed: | 54 times | | Topic: | Problem Order | |
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| In Problem Order, wildchicken13 writes:
| | In Problem Order, rainbowmist writes:
| | Thank you for replying. I was thinking of buying another part for them but how
do I make any money off of their original order of around $5.00? Plus the other
seller might even send the wrong part. Might as well just refund their entire
order and send it to them for free. As some of the stickered parts are not perfect
either that they ordered. Selling on here is certainly not easy.
|
You have to decide what your priority is: making money or customer service.
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Why not both?
I find with excellent customer service you can make money.
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| | | | | | | | | | | | | Author: | wildchicken13 | | Posted: | Jul 26, 2023 16:29 | | Subject: | Re: Buyer very rude.... | | Viewed: | 59 times | | Topic: | Problem Order | |
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| In Problem Order, macebobo writes:
| | Why not both?
I find with excellent customer service you can make money.
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Indeed. In the short term, you might lose money by correcting a mistake, but
in the long term, by earning your buyers' trust and confidence, you might
make even more money than if you had never made a mistake in the first place.
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| | | | | | | | | Author: | TheBrickGuys | | Posted: | Jul 26, 2023 16:08 | | Subject: | Re: Buyer very rude.... | | Viewed: | 49 times | | Topic: | Problem Order | |
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| In Problem Order, rainbowmist writes:
| | In Problem Order, wildchicken13 writes:
| | I would think that cancelling the whole order would only give the buyer even
more reason to leave negative feedback for you.
If I were you, I would go ahead ship the rest of the order. Perhaps you could
order the missing part from a different seller and ask to have it shipped directly
to the buyer.
|
Thank you for replying. I was thinking of buying another part for them but how
do I make any money off of their original order of around $5.00? Plus the other
seller might even send the wrong part. Might as well just refund their entire
order and send it to them for free. As some of the stickered parts are not perfect
either that they ordered. Selling on here is certainly not easy.
|
Making money when a mistake is made should not really be a concern especially
when it is a small amount. You made a mistake with your inventory and screwed
up - not a big deal, we all have screwed up but how we handle those occasional
screw ups shows what kind of persons we are and we view our customer service.
A good example is myself. Just a few days ago a customer placed an order and
paid but then asked if he could go ahead and place another order and have both
of them combined. I said sure and told him that he should go ahead and place
the 2nd order and I would combine them and just refund him the shipping. Well
like an idiot (which I quite often am, at least I am often told) I shipped the
first order before he place the 2nd one.
The second order total of parts was $3.68 but the shipping was a little over
$4.00. I already told the customer I would refund the shipping so I had to ship
the second order at a loss. It was a bummer but hey, at least my customer would
receive his orders and be happy and that is more important to me then making
money.
I would suggest taking the loss and make your customer a happy customer. After
all, the mistake, even though small, was made by you and not your customer.
Jim.
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| | | | | | | | | | | Author: | legoman77 | | Posted: | Jul 26, 2023 16:23 | | Subject: | Re: Buyer very rude.... | | Viewed: | 55 times | | Topic: | Problem Order | |
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| In Problem Order, TheBrickGuys writes:
| | In Problem Order, rainbowmist writes:
| | In Problem Order, wildchicken13 writes:
| | I would think that cancelling the whole order would only give the buyer even
more reason to leave negative feedback for you.
If I were you, I would go ahead ship the rest of the order. Perhaps you could
order the missing part from a different seller and ask to have it shipped directly
to the buyer.
|
Thank you for replying. I was thinking of buying another part for them but how
do I make any money off of their original order of around $5.00? Plus the other
seller might even send the wrong part. Might as well just refund their entire
order and send it to them for free. As some of the stickered parts are not perfect
either that they ordered. Selling on here is certainly not easy.
|
Making money when a mistake is made should not really be a concern especially
when it is a small amount. You made a mistake with your inventory and screwed
up - not a big deal, we all have screwed up but how we handle those occasional
screw ups shows what kind of persons we are and we view our customer service.
A good example is myself. Just a few days ago a customer placed an order and
paid but then asked if he could go ahead and place another order and have both
of them combined. I said sure and told him that he should go ahead and place
the 2nd order and I would combine them and just refund him the shipping. Well
like an idiot (which I quite often am, at least I am often told) I shipped the
first order before he place the 2nd one.
The second order total of parts was $3.68 but the shipping was a little over
$4.00. I already told the customer I would refund the shipping so I had to ship
the second order at a loss. It was a bummer but hey, at least my customer would
receive his orders and be happy and that is more important to me then making
money.
I would suggest taking the loss and make your customer a happy customer. After
all, the mistake, even though small, was made by you and not your customer.
Jim.
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Very good reply. Totally agree.
John P
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| | | | | Author: | macebobo | | Posted: | Jul 26, 2023 13:32 | | Subject: | Re: Buyer very rude.... | | Viewed: | 47 times | | Topic: | Problem Order | |
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| In Problem Order, rainbowmist writes:
| | Hello. I have a buyer who ordered a part and I noticed it was an off brand, oops
on my part, anyways I gave them a refund of the part and they said they are not
happy about that missing part. I don't have a replacement. So I looked up
the buyers feedback and they leave all sorts of "unhappy with order"
comments for other sellers. And takes to long for shipping, stickers are bad,
etc.
Seems to me I should just cancel his whole order as they did buy other stickered
parts as well. Or would they leave me a negative after canceling?
|
Talk to your customer, ask them what they would like to do. Offer them a choice,
do not just do anything unilaterally.
I have had this happen before and was able to earn their repeat business.
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| | | | | Author: | Emporiosa | | Posted: | Jul 26, 2023 13:40 | | Subject: | Re: Buyer very rude.... | | Viewed: | 46 times | | Topic: | Problem Order | |
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| In Problem Order, rainbowmist writes:
| | Hello. I have a buyer who ordered a part and I noticed it was an off brand, oops
on my part, anyways I gave them a refund of the part and they said they are not
happy about that missing part. I don't have a replacement. So I looked up
the buyers feedback and they leave all sorts of "unhappy with order"
comments for other sellers. And takes to long for shipping, stickers are bad,
etc.
Seems to me I should just cancel his whole order as they did buy other stickered
parts as well. Or would they leave me a negative after canceling?
|
If ever I can't fulfill a part, I always check with them if it's a critical
part of their build. If it is, I offer to refund their shipping for the order
if they still wanted the rest of the order so that way they have that shipping
money to re-order from another seller. Some sellers will dropship the part to
the buyer from another seller (if the buyer is ok with it, as well as the seller).
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| | | | | | | Author: | rainbowmist | | Posted: | Jul 26, 2023 13:50 | | Subject: | Re: Buyer very rude.... | | Viewed: | 46 times | | Topic: | Problem Order | |
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| In Problem Order, Emporiosa writes:
| |
If ever I can't fulfill a part, I always check with them if it's a critical
part of their build. If it is, I offer to refund their shipping for the order
if they still wanted the rest of the order so that way they have that shipping
money to re-order from another seller. Some sellers will dropship the part to
the buyer from another seller (if the buyer is ok with it, as well as the seller).
|
Thank you for replying. I will offer the refund of shipping as still send the
order. As I don't want to have the other seller send the wrong part.
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| | | | | | | | | Author: | Emporiosa | | Posted: | Jul 26, 2023 13:55 | | Subject: | Re: Buyer very rude.... | | Viewed: | 53 times | | Topic: | Problem Order | |
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| In Problem Order, rainbowmist writes:
| | In Problem Order, Emporiosa writes:
| |
If ever I can't fulfill a part, I always check with them if it's a critical
part of their build. If it is, I offer to refund their shipping for the order
if they still wanted the rest of the order so that way they have that shipping
money to re-order from another seller. Some sellers will dropship the part to
the buyer from another seller (if the buyer is ok with it, as well as the seller).
|
Thank you for replying. I will offer the refund of shipping as still send the
order. As I don't want to have the other seller send the wrong part.
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I share the same concern as it's out of my control. This also allows the
buyer to potentially purchase other items at the same time for the same shipping
costs
(assuming everyone's base shipping is pretty similar). I think most buyers
prefer having that control as well so it's a win/win in my opinion. Whatever
works best for the buyer in the end 
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| | | | | Author: | abriggs | | Posted: | Jul 26, 2023 15:08 | | Subject: | Re: Buyer very rude.... | | Viewed: | 61 times | | Topic: | Problem Order | |
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| Had something similar happen to me recently. Inadvertently shipped a stickered
piece that had a crack. I couldn't replace the part. Buyer said some other
parts were also damaged. I apologized profusely and buyer continued to send
berating e-mail. Offered to send buyer a return label and he could send the
whole set back to me free of charge for a full refund. Buyer didn't like
that option and suddenly became more cordial (he wanted to keep the minifigs
in the set). I ended up doing some research and found him one store that would
sell the damaged parts. I supplied him the name of the store and refunded him
the cost of the parts in that store and some more to cover shipping. The set
he ordered was expensive and I did feel bad. That resolved the situation to
both of our satisfaction and we each left positive feedback. BUT, I added the
buyer to my list of buyers that are not allowed to buy from me again. Probably
he wouldn't want to buy from me again but it gave me a small measure of control
and satisfaction. I didn't appreciate being yelled at over e-mail as the
first notice that something was wrong with the order.
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| | | | | Author: | PlanetEarthToys | | Posted: | Jul 26, 2023 15:23 | | Subject: | Re: Buyer very rude.... | | Viewed: | 85 times | | Topic: | Problem Order | |
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| In Problem Order, rainbowmist writes:
| | Hello. I have a buyer who ordered a part and I noticed it was an off brand, oops
on my part, anyways I gave them a refund of the part and they said they are not
happy about that missing part. I don't have a replacement. So I looked up
the buyers feedback and they leave all sorts of "unhappy with order"
comments for other sellers. And takes to long for shipping, stickers are bad,
etc.
Seems to me I should just cancel his whole order as they did buy other stickered
parts as well. Or would they leave me a negative after canceling?
|
you sold them an off-brand part because you failed to sort properly when listing
Lego to sell, so they are a 'problem buyer' now because they aren't
happy & openly expressed previous unpleasant experiences about other purchases
in feedback?
interesting concept... shift blame onto the buyer for being honest about transactions
to try to distract from your own failings...
i mean, it's not likely the buyer will come to the Forum to seek help with
this 'problem purchase' only to see you talking trash about them & basically
only being concerned with your feedback image & not a proper transaction.
this should be a matter privately sorted out with the buyer , not catapulted
onto the Forum Wall for everyone to see.
but good luck on it...
not sure if scouring the Forum for support is wise,
but hey.. you do you
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| | | | | | | Author: | rainbowmist | | Posted: | Jul 26, 2023 15:36 | | Subject: | Re: Buyer very rude.... | | Viewed: | 69 times | | Topic: | Problem Order | |
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| In Problem Order, PlanetEarthToys writes:
| | you sold them an off-brand part because you failed to sort properly when listing
Lego to sell, so they are a 'problem buyer' now because they aren't
happy & openly expressed previous unpleasant experiences about other purchases
in feedback?
interesting concept... shift blame onto the buyer for being honest about transactions
to try to distract from your own failings...
i mean, it's not likely the buyer will come to the Forum to seek help with
this 'problem purchase' only to see you talking trash about them & basically
only being concerned with your feedback image & not a proper transaction.
this should be a matter privately sorted out with the buyer , not catapulted
onto the Forum Wall for everyone to see.
but good luck on it...
not sure if scouring the Forum for support is wise,
but hey.. you do you
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Thank you for your comments. Every other member can post about whatever they
want about selling problems. Maybe someone just don't know what to do and
getting some advice. I never mentioned their name.
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| | | | | | | | | Author: | PlanetEarthToys | | Posted: | Jul 26, 2023 15:47 | | Subject: | Re: Buyer very rude.... | | Viewed: | 113 times | | Topic: | Problem Order | |
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| In Problem Order, rainbowmist writes:
| | In Problem Order, PlanetEarthToys writes:
| | you sold them an off-brand part because you failed to sort properly when listing
Lego to sell, so they are a 'problem buyer' now because they aren't
happy & openly expressed previous unpleasant experiences about other purchases
in feedback?
interesting concept... shift blame onto the buyer for being honest about transactions
to try to distract from your own failings...
i mean, it's not likely the buyer will come to the Forum to seek help with
this 'problem purchase' only to see you talking trash about them & basically
only being concerned with your feedback image & not a proper transaction.
this should be a matter privately sorted out with the buyer , not catapulted
onto the Forum Wall for everyone to see.
but good luck on it...
not sure if scouring the Forum for support is wise,
but hey.. you do you
|
Thank you for your comments. Every other member can post about whatever they
want about selling problems. Maybe someone just don't know what to do and
getting some advice. I never mentioned their name.
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they know who you are & what they purchased from you & the conversations had
with you.
if they come to the forum to seek help with the purchase, here you are talking
trash about them. naming them isn't the issue.
did you even contemplate this happening while thinking about your image...?
if they post a thread in the forum seeking advice ( as you are doing...) are
you going to continue to bash them based on the feedback they left for other
sellers, ensuring everyone will consider them a 'problem buyer'.. ?
what happens after they post feedback, anyone who reads this thread then can
simply go to your feedback page, see who it is if the feedback is bad & BOOM!
everyone thinks they are a problem buyer because you made a mistake & couldn't
sort it out privately, being professional enough to handle any feedback you get
silently.
like i said, good luck on it
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| | | | | | | | | | | Author: | UTLF | | Posted: | Jul 26, 2023 17:38 | | Subject: | (Cancelled) | | Viewed: | 91 times | | Topic: | Problem Order | |
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| | (Cancelled) |
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| | | | | | | | | | | | | Author: | psusaxman2000 | | Posted: | Jul 26, 2023 18:10 | | Subject: | Re: Buyer very rude.... | | Viewed: | 76 times | | Topic: | Problem Order | |
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| In Problem Order, UTLF writes:
| | someone please remind me why this guy is still allowed to post on this forum
despite constantly berating others?
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You can block all messages from a user in your forum settings:
https://www.bricklink.com/messageFilter.asp?viewFrom=P
It is rather unfortunate when certain individuals just continue to stir the pot
all the time, but the filter saves the blood pressure a little.
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| | | | | | | | | | | | | | | Author: | UTLF | | Posted: | Jul 26, 2023 18:39 | | Subject: | (Cancelled) | | Viewed: | 59 times | | Topic: | Problem Order | |
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| | (Cancelled) |
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| | | | | | | | | | | | | | | Author: | TallyToyBricks | | Posted: | Jul 27, 2023 19:44 | | Subject: | Re: Buyer very rude.... | | Viewed: | 83 times | | Topic: | Problem Order | |
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Thanks, I totally forgot you could block forum posts from individuals.
All is good, now.
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| | | | | | | | | | | | | Author: | 1001bricks | | Posted: | Jul 26, 2023 20:35 | | Subject: | (Cancelled) | | Viewed: | 47 times | | Topic: | Problem Order | |
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| | (Cancelled) |
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| | | | | | | | | | | | | Author: | 1001bricks | | Posted: | Jul 26, 2023 20:43 | | Subject: | Re: Buyer very rude.... | | Viewed: | 82 times | | Topic: | Problem Order | |
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| In Problem Order, UTLF writes:
| | someone please remind me why this guy is still allowed to post on this forum
despite constantly berating others?
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Entertainment?
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| | | | | | | | | | | | | Author: | wildchicken13 | | Posted: | Jul 28, 2023 00:43 | | Subject: | Re: Buyer very rude.... | | Viewed: | 62 times | | Topic: | Problem Order | |
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| In Problem Order, UTLF writes:
| | someone please remind me why this guy is still allowed to post on this forum
despite constantly berating others?
|
The First Amendment
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| | | | | Author: | zorbanj | | Posted: | Jul 26, 2023 19:37 | | Subject: | Re: Buyer very rude.... | | Viewed: | 85 times | | Topic: | Problem Order | |
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| In Problem Order, rainbowmist writes:
| | Hello. I have a buyer who ordered a part and I noticed it was an off brand, oops
on my part, anyways I gave them a refund of the part and they said they are not
happy about that missing part. I don't have a replacement. So I looked up
the buyers feedback and they leave all sorts of "unhappy with order"
comments for other sellers. And takes to long for shipping, stickers are bad,
etc.
Seems to me I should just cancel his whole order as they did buy other stickered
parts as well. Or would they leave me a negative after canceling?
|
When I have this situation, I email the buyer with 4 options:
(1) Refund the cost of the part.
(2) Send another part or parts of equal value (buyer lets me know which part
or parts).
(3) Send a coupon for 2x or 3x the cost of the part.
(4) Cancel and refund the entire order.
In your case, it sounds like you're dealing with a real jackass and will
probably leave you neutral/negative feedback regardless of what you do now. Might
be best to just cancel the order.
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| | | | | Author: | cosmicray | | Posted: | Jul 27, 2023 08:02 | | Subject: | Re: Buyer very rude.... | | Viewed: | 84 times | | Topic: | Problem Order | |
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| In Problem Order, rainbowmist writes:
| | they leave all sorts of "unhappy with order" comments for other sellers.
|
This confirms what I’ve been saying, that we are selling happiness (with a side
of ABS building parts).
If your orders are so small that you can’t find time to vette your parts better,
then raise your order minimum. My guess, from your other comments, is the part
was listed as Used, because it would be impossible to find a non-LEGO part in
a New set.
Nita Rae
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| | | | | Author: | brac.brick | | Posted: | Jul 27, 2023 10:27 | | Subject: | Re: Buyer very rude.... | | Viewed: | 106 times | | Topic: | Problem Order | |
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| In Problem Order, rainbowmist writes:
| | Hello. I have a buyer who ordered a part and I noticed it was an off brand, oops
on my part, anyways I gave them a refund of the part and they said they are not
happy about that missing part. I don't have a replacement. So I looked up
the buyers feedback and they leave all sorts of "unhappy with order"
comments for other sellers. And takes to long for shipping, stickers are bad,
etc.
Seems to me I should just cancel his whole order as they did buy other stickered
parts as well. Or would they leave me a negative after canceling?
|
The problem is , as others have stated, is you assumed they wanted a refund for
the part without asking them to weigh in on the options for the resolution. I
always reach out to buyers if there is a problem after they paid and to find
a mutual resolution if the part has already shipped. I never assume the buyer
just wants a refund for the part . Some might have never ordered if the 1 part
( which is wrong, or broken or mis-colored , etc) is not the correct one becuase
that is the 1 part they need. I offer a bunch of options and let the buyer choose
. I highly recommend you come up with other alternatives besides a refund and
carefully vet your inventory - mistakes happen - we all make them, but it is
your customer service which is long remembered , might encourage the buyer to
come back to purchase more.
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USA, Michigan
Canada, Ontario
France, Provence-Alpes-Côte d'Azur
