|Mon Feb 9 2015 14:19:09|
Buyer on 11Main Uses eBay to Communicate with Seller
Apparently those who shop on multiple sites are doing weird things to aggravate sellers everywhere. A new shopper on 11 MAIN purchased something from a new seller on 11 MAIN on Saturday, January 17, using one of the 11 MAIN promotions for $50 off a first time purchase of $250 or more.
The order on 11 MAIN for a $250 vintage item was placed on the first day of the 3 day MLK holiday weekend. By lunchtime on Tuesday, the buyer contacted the seller through eBay messages to say that the item ordered on Saturday on 11 MAIN had not been received and that the buyer wanted to know the return policy. Perhaps the buyer assumed the package was already on its way.
The buyer also correctly stated in the eBay message that this same vintage item had once been offered for sale by the seller on eBay. The buyer had decided to communicate only through eBay messages instead of through 11 MAIN messages, even though 11 MAIN was the site where the item had just been purchased.
Very detailed information and policies were listed on the new 11 MAIN shop where the item was "ordered". The stated policies included the important fact that purchases would be sent within five business days.
The payment process is different on 11 MAIN. Payments go to 11 MAIN and they handle them. Pending transactions are not even fully processed with credit card companies until the item is shipped by the seller. There is then a delay before the seller receives their funds from 11 MAIN.
No seller could get a purchase to a buyer's address just hours after the post office reopened on Tuesday. Maybe the Saturday shopper had thought 11 MAIN was using delivery drones. Perhaps, as often happens on eBay, the buyer was hoping to get the item and the refund?
The seller's polite messages to the buyer went unanswered. The 11 MAIN customer service associates were EXTREMELY helpful during this "situation". (11 MAIN sellers receive a level of customer service that is quite different from what they have to tolerate elsewhere.)
The pending "order" was eventually cancelled today - after requesting and finally receiving confirmation from the buyer that they did not want the order filled. 11 MAIN and the seller will never really know if the buyer actually thought a Saturday online purchase on a holiday weekend would appear at their home the next day the post office was open.
Nor will we know if using another venue to communicate with the seller was expected to get a different result - a double rewards result enjoyed by many buyers (getting a refund and the item) on that other venue.
Although we will never really know the buyer's intent, we do know that the absence of feedback on 11 MAIN keeps a perplexing situation from getting worse.