New sale - how to proceed with extremely difficult customer
Just sold a used sat nav with the condition set as ‘used/good’. Out of courtesy I emailed the buyer to ask them to confirm they were aware they’d purchased a used item and not brand new (as have had so many returns from buyers mistakenly thinking they had bought new).
Here’s the sequence of messages between us since my courtesy email:
ME: Hi, I just wanted to ensure you were fully aware that this is a used item purchased, not brand new? Please can you text me back to confirm, cheers.
BUYER: Yes I know it’s a used item but the high price means it’s must be in really good condition as a brand new one is not much more.
ME: It’s noted as being used/good, minimal marks and in good working order.
BUYER: We’ve seen the brand new prices but they had none in stock and they were only £xx more so we figure it must have been something like someone didn’t like it and returned it, or the value would be a lot less.
ME: Not a problem to cancel if you prefer but can you please send an order cancellation request through to generate the refund - just go to view your order and click on the 'Cancel Items' link and follow: it through (wont work from the app, do it from a separate browser). Cheers.
BUYER: We want that one thank you.
ME: As I said earlier the condition is rated used/good so please don’t expect a near new/pristine one. (Attached a scan of the order showing used/good).
BUYER: As I stated I ordered it, your trying to put me off a purchase.
ME: Not at all, you are trying to suggest you’re expecting a near new one and I’m only stating that the condition purchased was used/good.
BUYER: Well for £XX and it’s £XX brand new what do you think I should expect on something second hand?
ME: The price you quote is when it was available brand new, it no longer is.
BUYER: Well you think it’s worth £XX from £XX when it’s brand new so you think the depreciation is £XX from brand new so it must be very good condition
ME: The price and condition are both fixed and is as described. I can only assume you may be disappointed with what you receive so maybe you should cancel? Perhaps there is another seller with a cheaper or better condition one than mine?
BUYER: It’s you that has messaged me, putting doubts in my mind as if you know something I don’t know. I’ve never in all my many years working along side Amazon had a text message from a seller putting doubts in my mind over a purchase. We have made a purchase through Amazon on a second hand purchase and I will stick with what we have purchased as that what we want.
ME: My message was a simple courtesy to you asking simply if you were aware that the item purchased was used and not brand new. If you knew how many mistaken orders have to be returned because the buyer hadn’t noticed their item was used and not new as wrongly believed.
How should I deal with this? My gut instinct is to cancel the order, even if though they want to proceed. They are obviously expecting to receive something in better condition than was advertised and I can foresee this turning into a negative feedback when they don't get it!
16 replies
Seller_ae51e0CJoHqCX
Personally I would go through with the order and if you believe the item you are selling was in a decent enough condition to use.
If they receive it and are not happy then they can return it at their cost for a refund.
If you cancel it, you will be hit with a cancellation metric. If you want to take the hit then do that but the cancellation metric is unavoidable.
To be fair to the customer it does sound like your putting them off it but at the same time, Amazon is so carefree with returns and siding with the customer it does make you extremely paranoid about selling goods especially when they are used.
Personally for what it's worth I don't think Amazon is the best place for selling used goods unless it is something collectible, rare or books and media.
Seller_ZJhFeE3tNKzfh
frankly I think you wasted the customers time and you’re with that back and forth.
I agree some customers don’t read and that’s an issue but you’ve got close to the point (or reached it) of annoying that customer.
You are also bordering on sending unsolicited communications. Amazon have a policy on what messages are critical to completing an order, yours isn’t.
I may sound like I’m being harsh, but I would say it’s not worth sending these messages in future. Amazon would expect you to price for your expected return rate.
Seller_mS10UjVYuuGor
As above, ultimately you've got yourself into the pickle your now in.
If you do cancel the order that metric will only stay on for seven days but the customer can still leave a negative review.
Seller_d8YGbIjNqwFxn
Not sure I have ever read a conversation with a customer like that. They buy an item and you do your best to put them off buying the item and to raise an order cancellation.
Whilst I can get where you are coming from by confirming with the customer it is second hand the conversation should have stopped after the buyers first response with a simple 'Thank You for your order'.
If I was the customer I would be seriously annoyed by this conversation.
It is up to you whether you cancel the order but I don't see any reason why. The customer is aware they are buying used goods and are happy they are used.
Seller_IQo80d99W2DzP
With used goods, it is really good that you can add very long Condition of item notes. I woud add that on every item, so the Buyer knows what they are Buying. You can then PDF that as a Packing Ship and email to the Buyer.
Also add photos of the actual item on teh listing, including any marks on it. Again, then a Buyer knows what they are buying. Show the serial number as well, so proof it is that item.
You are not supposed to really email Buyers, but if you do, why not just provide a guarantee form (PDF attachment) for the item, saying it is used in good condition, and the serial number and the length of warranty. Then, wait to sent, so the customer can then cancel if they thought they bought new. (Maybe provide the 4 conditions, Used: As New, Excellent, Good, Acceptable - saying this one is 'Good' - show what that means in the condition noes, eg: tested and working, with some marks. May not have original box/manual, but is complete with accessories - not note anything included, or missing. With a SAT Nav, if updated as well, or not able to if an issue).
Too late for this one, but it does seem as if you are concerned that this is an old SatNav and they won't be happy. Perhaps you did charge too much, etc.
I would send it, take photos and provide a reply saying the tracking number, and attach PDF with photos and confirm the length of warranty. Add you want them to be happy with the item, so there is a 30 day return period, so check all ok, and if unwanted, return in the same condition as received to refund in full (return postage paid by Buyer).
Seller_vNGUliyBfm8re
@chris2 i dont think there is anything wrong at all with what you said, you're trying to prevent a problem further down the line and this person is making life hard for you for no reason. I don't think there is anything wrong with confirming a possible used/new misunderstanding for a high value item.
I'd take the hit on the metrics and the neg feedback and just cancel the order personally if the customer is being that difficult. I can very much guarantee this will end with you getting a return demanding a full refund and return label soon as a new one is restocked or available the buyer will buy that and send this back . you will have lost out on packaging, two rounds of postage and some fees and your time and sanity.
also if you cancel don't go relisting straight away as they'll probably get a friend to buy it if they want it that badly. I would also relist then with actual item condition photos and clear condition notes on the listing of any marks or relevant info the buyer should know.
I also wouldn't be surprised if you get a return with an even more used faulty one coming back in place of your original if you do decide to send it out. I really don't like the sound of this buyer but its your call. if you've not cancelled any orders recently then just cancel it your metrics can take it and take the bad review on the chin.
Seller_UImKvM8RwScxb
Think your title has a typo. It should be extremely difficult *seller.
Seller_540qgZMXuuXdD
I'm surprised the buyer indulged you for that long. You dealt with it entirely the wrong way with the endless back and forth. If you HAD to contact them, it could have been so much simpler:
YOU: Hello, thank you for your order. I just want to make sure that you're aware that this item is used and in XX condition. It will be sent out on XX. Thanks again. Kind regards, YOUR NAME
Or something along those lines.
At that point, they can confirm they're happy or not respond at all, in which case you go ahead and send it. If they're not happy, ask them to cancel the order.
Seller_LVJaidBR9PT5Z
You're making it difficult not the customer.
