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Gem Shop

I need some help from other BOB users.

60 posts in this topic

We have been trying our best to improve our ratings on BOB but is just unable to do so.

THe last 3 months I changed my systems. Buyers gets told at least three times (direct emails to him/her)to look on the BOB system for emails from seller in which we will place the tracker no, acknowledge payments etc. We even tell them on the ratings to do so.

It seems when one buyer gives us a negative rating several other buyers then do the same in a short time span.

I am really serious about trying to improve my service and would appreciate comments and constructive criticism from anyone

Let me look at the last 10 negative ratings and please tell me what more can I do to prevent this or get the buyer to change it.

2 PACK KANGAROO KEEPER The buyer was aware what the shipping would be before making the bid. We spend a lot of money on corrugated carton, bubble wrap, brown paper, labour and I am believe the buyer shoud not be allowed to rate us negative because of the postage.

USB PC Laptop Wireless Remote Control Media Center Controller for Windows XP Vista CE I deserved this as we are a bit late

LATEST! 7" LCD Car PC Color TV... ORIGINAL SUPPLIER!!NEW!!! AMAZING FLAT SCREEN TV.. The parcel was lost in the postal system and we send him a new one..He rated us negative the day he received the new tracker no.

HUG LIGHT! -A BOOK WORMS DREAM ! Item in his PO for two weeks already PO also send him notification Did not read message from seller on order

Siren Alarm Padlock Item in his PO for two weeks already PO also send him notification Did not read message from seller on order

Professional Metric Torx Star Expert Allen Key Set we are trying to resolve this as this parcel is missing in the postal system

4 Piece Funnel Set we are trying to resolve this as this parcel is missing in the postal system

Digital Therapy Machine Chinese treatments go digital - (ACU-MASSAGER) This buyer paid short and also used a starge ref so we had trouble to get her to pay the right amount and reconciling her payment to her purchase

Biscuit Maker Pump Pastry Cutters Cookie Press Machine Again a buyer complaining about postage after the fact. She also did not make use of our return policy even after we told her that we are willing to do an exchage

Arkansas Triangular 100x5mm This buyer rated us negative 9 times even after we explained to her that there was a slight hiccup and she told us that it was OK. 1 negative rating is also when BOB retracted a SNC even though the buyer did not pay for this item 1 negative rating was for a item that was swapped out for another item with the buyers permission 1 negative rating was for a item she paid too much and we we told her that we were willing to refund her R50 on the item.

TOPDEALS Metal Shoe Rack- Holds 30 Pairs of Shoes - Home

This buyer accuses us of being rude and terrible communication even though all our emails (5) is on her order We asked her several times for POP etc with no response from her Only reacted once a SNC was raised.

 

I need help please tell me how I could have handled any of these negative ratings differently I am will ing to listen as we do not want to get blacklisted on BOB and any help will be appreciated

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One large scoop of vanilla and two larger scoops of chocolate ... a good flick ... and forget about the idiots.

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I wish I could but when BOB is your only income and no matter what you do the threat of being blacklisted for something you are trying your level best to improve it is not that simple

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Hi GemShop, several of those negatives could be appealed as they are obviously unjustified, but I think you are more interested in not getting any more in the future.

 

I'm only surmising here, but are you possibly late with the majority of your parcels? You had more that 500 sales in the past month. That is a lot of packing and posting and things can get out of hand. Late posting could cause the buyer to start out with a negative attitude before the parcel even arrives.

 

With regards to the postage costs, maybe you could give some thought to a few different rates. The Kangaroo Bag would not really need fancy packaging, it is not fragile and could fit in a smallish box. Fragile products would obviously need the board etc. so charge a higher rate for those items and reduce a bit on the non-fragile stuff.

 

I assume you employ someone to help with the packing and that they have to be paid, but perhaps you could cut back on the other costs. Would recycled stuff work for you? I never have sold any huge quantity of stuff, so my comment does not hold much weight, but recycled boxes and cardboard always worked for me, not pretty but is does it's job, and it's free. I even have compliments about "good packaging" LOL.

 

You have all my sympathy, the dread when the negatives come in must be terrible, then that has an effect on your psyche and things start going wrong. So try shrug that off and forget the negatives. When you look at it another way, you had 445 happy buyers this month :grin:.

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This would be my resolution:

To ship the kangaroo keeper, should work our not more than R40. Try lower cost packing material. example: Try to get free boxes from you supermarket etc. Brown paper's price is R5.49 - 7.99 for 8meter.

USB PC Laptop Wireless Remote Control Media Center Controller for Windows XP Vista CE I deserved this as we are a bit late.

 

Stay connected to your buyers. They are your 1st priority..

LATEST! 7" LCD Car PC Color TV... ORIGINAL SUPPLIER!!NEW!!! AMAZING FLAT SCREEN TV.. The parcel was lost in the postal system and we send him a new one..He rated us negative the day he received the new tracker no.

 

This is unfair.....Can you give the buyer prove that the 1st one got lost?

 

HUG LIGHT! -A BOOK WORMS DREAM ! Item in his PO for two weeks already PO also send him notification Did not read message from seller on order

Unfair Rating

 

Siren Alarm Padlock Item in his PO for two weeks already PO also send him notification Did not read message from seller on order

As I see it- Unfair rating

Professional Metric Torx Star Expert Allen Key Set we are trying to resolve this as this parcel is missing in the postal system

 

Ouch- Again...

4 Piece Funnel Set we are trying to resolve this as this parcel is missing in the postal system

 

And again....

Biscuit Maker Pump Pastry Cutters Cookie Press Machine Again a buyer complaining about postage after the fact. She also did not make use of our return policy even after we told her that we are willing to do an exchage

 

The shipping could be lower say to R40

Arkansas Triangular 100x5mm This buyer rated us negative 9 times even after we explained to her that there was a slight hiccup and she told us that it was OK. 1 negative rating is also when BOB retracted a SNC even though the buyer did not pay for this item 1 negative rating was for a item that was swapped out for another item with the buyers permission 1 negative rating was for a item she paid too much and we we told her that we were willing to refund her R50 on the item.

 

 

This one loooovves to deal out negatives left and right!

 

TOPDEALS Metal Shoe Rack- Holds 30 Pairs of Shoes - Home

This buyer accuses us of being rude and terrible communication even though all our emails (5) is on her order We asked her several times for POP etc with no response from her Only reacted once a SNC was raised.

 

Hehehe------were you rude? Try to win their trust and confidence! Re-l-a-x and take a deep breath before you reply.

 

Okay, first of all, you need to get your shipping cost lower. You can get a 100meter roll of bubble wrap for under R300

Boxes for free.....

If parcels went missing......call the 086 post office number. give feedback to buyer

Track the parcels yourself...and give the buyer feedback constantly.

REMEMBER........THE CUSTOMER IS ALWAYS RIGHT!!

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Hi Gem Shop,

 

Something else, if I may... when checking your responses to the neutral and negative ratings, it's almost like you're talking to the crowd and not the customer him/herself.

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bubble wrap is recyclable , us as importers throw it away with boxes and boxes and boxes , go to your local PnP small shopping centre, Spar , and ask for used material , it must be clean , cash crusaders throw all packing material away , bubble wrap , foam , soft tv packing material , ask them if you can collect it from them , go to your local newspaper distributor and ask for old paper for packing , you can save a fortune this way , as for the negatives appeal the ones you feel are unjustified and rate buyer fairly , preferably good irrespective of what they do or say , keep your nose clean I buy and sell I look at the sellers comment NOT the buyer , if the seller is not nasty , snotty and sarcastic I will probably buy from him .

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Negative ratings are the worse and and I feel that there should be measures in place where the Buyer must first communicate with the Seller before ratings are placed as some people are quick to give a negative when the issue could have been sorted out beforehand. A Seller only rates after filing SNC's and waiting for the outcome of the, if any, disputes.

 

In this case, you may have recourse with some of the negatives and you should approach BoB for help with them.

I am trying to get my head around the packaging issue as some posters on this thread say you need to adjust your prices and materials and what I find strange is that Sellers get reported for inflated shipping costs on other threads.

 

Once again we have Buyers bidding on items and then finding issues to get out of the sale when the very issues they are complaining about are in your/our terms and conditions/shipping costs.

 

Selling 500 items a month can be a nightmare and tracking 500 numbers online even worse, if the Buyer did what they are supposed to do and track their own parcels then you have far less worries.

 

Customers are not always right, just remember that.

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I am sorry if i am going to put my foot in this thread, i had to - In my opinion he is rude and never answers mails and when he is told so, he has a nasty way of turning the table to make the buyer feel stupid, i had the pleasure of buying from Johan and he was not very nice to me, i waited almost two months for a parcel and he knew very well i bought it for a show, i was polite and nice but he ignored me, when i contacted BOB he only responded. Then he asked for the neg rating to be removed and i did, but i have to say i reluctantly done this as i truly felt he did not deserve this. His communication towards me were unacceptable, but as soon as you hit the neg button then things seems to be redirected to the buyer - sorry Johan, you asked and i am telling!

 

Andries you are welcome to delete my comment if you feel fit - sorry if i offended anyone in advance!

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All excellent advice. Keep your overheads as low as possible, as was said up above get cardboard boxes for free from your supermarkets (I am a fixture at PnP & Shoprite collecting these) & cut them to size. Keep your cereal boxes, tea boxes etc etc for the same purpose. Shoprite has the cheapest brown paper which sells at either R1.99 or R3.99 per roll depending on length. The majority of customers do not care what the item is wrapped in as long as it is securely wrapped.

Don't overcharge on postage - keep your wrapping simple & you can charge the correct amount postage. Remember that most buyers do know what postage costs.

Keep in touch with your customers, if you receive payment today & will only post item eg: Friday, send them an email and let them know this. When posted send them another email & tell them item was posted. Let them feel that they are your only customer.

If you do not/can not post daily then stipulate on your ads which days you do post.

And again at the risk of repeating myself, let them feel that they are your only customer - but bear in mind that no matter what you do you will run the risk of getting those unhappy souls buying from you - just don't stress about it too much and if you receive what you feel is an unwarranted negative, please query it with BoB - and if they are still unhappy souls, remember what Wayne said, the customer is not always right :sneaky:

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No, Wayne, correction here. The customer is ALWAYS right, even if we KNOW, they are wrong.

 

As for the shipping fees, it is ridiculous to charge R100 for a ring ordinary shipping. It all depends What you are shipping. weight etc. Even the size of the item. Especially with speedservices. If the box is large, shipping can be R250. I know it out of experience.

Edited by MiemsJewels
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Totally agree with V and Wayne ... the customer is not always right. If they are rude and/or unreasonable, I do not want them back. As a naturally friendly (well to most :smile1:) person who just wants to get along, I rarely have problems with clients or customers (darn I wish my arms were longer so I could pat my back more firmly :blink1:).

 

But I don't think too long to tell a client to go elsewhere if they start being unreasonable. Respect and communication are key in any business. And honesty! If you stuffed up - say so, apologise and fix.

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Totally agree with V and Wayne ... the customer is not always right. If they are rude and/or unreasonable, I do not want them back. As a naturally friendly (well to most :smile1:) person who just wants to get along, I rarely have problems with clients or customers (darn I wish my arms were longer so I could pat my back more firmly :blink1:).

 

But I don't think too long to tell a client to go elsewhere if they start being unreasonable. Respect and communication are key in any business. And honesty! If you stuffed up - say so, apologise and fix.

 

Agree, agree and agree :toung:

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Hi Gemshop

 

I really feel for you, it can be a tough slog to keep everyone happy and keep on top of everything as well.

If I can suggest, when you send your buyer's their tracking numbers, sign them up at the following site with the tracking number and inform them to accept the emails from the site.

 

This site is great as it sends out automatic emails keeping the buyer updated, and yourself if you choose, every time the parcel is scanned. The site sends out an email with the latest movement.

 

Since I have been using this site, which is now for more than 18 months, I can count on my one hand the number of queries I have regarding parcels and buyers love it because it looks they they have your personal attention until they get their parcel. Also i am not experiencing any spam from this site which is a definite plus.

 

Parcel Track & Trace, Tracking Number for Post Office & Couriers

 

Below is a copy of my postage email that I send out:

 

Hello .......

 

Your parcel was posted on 07.05.2012

 

Your tracking number is PE............ZA

Please accept the emails from the track & trace website which will track your parcel is as it moves through the system.

 

The website is Parcel Track & Trace, Tracking Number for Post Office & Couriers

 

Once it arrives at the destination post office, please take the tracking number to the post office and request your parcel.

 

Your parcel should arrive in 3-5 working days, excl holidays and posting day

If it does not arrive in 2 weeks, track it and take a printout to the post office

It often happens that SAPO staff do not put out the collection slips, even though the parcel is at the post office.

Do not rely on getting a collection slip.

 

Rather, make a printout of the tracking and take this to the post office.

They will not be able to argue if you can prove the parcel is there.

 

Please ensure that you collect your parcel timeously. Your post office will keep your parcel for you for one month before they send it back to me.

 

If that happens, you will need to pay double postage so that I can post it again.

I was informed in April 2010 that the post office now charges for the collection of returned parcels & then I will have to post it back again, thus the double postage charges.

 

This is not something I have control over, so PLEASE collect your parcel timeously.

I do not want you to have to pay double postage to receive your parcel a 2nd time.

 

I will inform you (via email) if your parcel is returned to my post office.

I cannot collect parcels unless you pay the double postage tariff.

 

Once you get your parcel & are happy, positive ratings for item/s bought will be appreciated

If not, please contact me to resolve any issues you may have before giving neutral or negative ratings

I am reasonable and will do my absolute best to resolve the problem.

 

Kind Regards, have a wonderful day.

 

By using this email format, sent through the BoB system, no buyer can ever say that they are not informed and if any does, you can appeal it with the proof of the messages sent through BoB.

 

Hope this helps.

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"Keep your cereal boxes, tea boxes etc etc for the same purpose." Is that why I got stamps awhile back in a Kellogs box?:blink1:

 

Johan seems to me that communication is the biggest problem here,if you are neck deep in packing orders,get your wife or someone else to send/reply to e-mails.It's just that bit of communication that keeps the buyer happy.

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"Keep your cereal boxes, tea boxes etc etc for the same purpose." Is that why I got stamps awhile back in a Kellogs box?:blink1:

 

Hahaha, see, most of us sellers are an ingenious lot - simple packaging = reasonable postage costs :blink1:

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imagesCAUHNXM4-001.jpg.c51d3c90f141e5bfc0683d0ebb278f99.jpgI am perfect I dont make mistakes. I never have and never will.

If you do find me making a mistake I dont have an email address or telephone number.

There is,however, a button in cyberspace that you can press.

If you are really mad press the red button. If you are kind of mad press the yellow button.imagesCARWYO4G-002.jpg.3296d7d499f5a73d904d3f8216d27c45.jpgIf you are really happy press the green button.

Edited by geewhizz
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Another, and perhaps the MOST important thing you should remember Gem Shop is:

 

BIDORBUY IS NOT A 9 TO 5 JOB!

 

You need to get your parcels out as soon as possible, even if it means 16 hours shifts.

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From my perspective, as a one time buyer (and never again) from Gem Shop, make sure that your customers:

 

Get the items they paid for...

 

I am still short of a number of items - I gave up a looooong time ago Johann - but many other buyers are far more persistent and stand up for their rights.

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I sincerely hope that Johann is taking the negative comments from two of his former buyers to heart. If the criticism is taken as constructive it can go a long way to improving service and putting a stop to those negatives.

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Hi Johan

 

I have bought from you in the past, and I must admit, it was not the perfect online purchase, but that's not what this is about. I am not going to criticize, but will give you my honest opinion since I have been to your shop, chatted to you and your wife in your shop.

 

I know you and Ina both work very hard, but I think you guys are in over your heads with you, Ina and your daughter all selling on BOB and the one not knowing what the next person is doing. This leads to chaos, which leads to anxiety/stress, which leads to conflict with your buyers. Without you even realising it, you are all under major stress because of the situation and until such time as you sit down, take a deep breath and analyse your situation, nothing will change.

 

You need to focus on what you can realistically handle as far as sales, packaging and shipping is concerned and if you need more hands, hire some. Nobody is perfect and we all make mistakes, but we need to learn from them.

 

Negative ratings mean a buyer is unhappy about something, therefor, find out what it is, try and rectify it. If you can't, well so be it, at least you tried. And whatever you do, just be honest, that way you don't need to remember what you lied.

 

I know I am probably not going to be in your good books for this post and if Admin feels it's inappropriate, he can delete it. You asked for advice and this is mine.

 

Good luck and Happy selling.

Edited by Virgotec
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Reading your reply Virgotech has confirmed what was in my mind.

 

I wondered if there was an employed packer. If you use recycled packing (Weetbix boxes and all :thinking:) to cut costs, that money could pay a salary to a packer. Not sure what salaries are like up in Joburg, but do know that there would be people lining up for R2,500 per month here. Given 500 parcels a month this would cost on average R5 per package + R5 for packing materials that you have to buy (tape etc.) a parcel could easily go out at R35 without running at a loss.

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Deligation, organization, leadership.

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I can just say you got some good advice here!

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Hi Johan

Also had a bad experience buying from you, but some advise, drop your shipping charges for a start R60.00 to send a biscuit thingy that would only cost R20.00 for posting a tiny bit of paper to wrap and some boxes freely available from spar, ok, pnp, checkers bottlestores, the list is endless, then your communication, you say this is your only income, so you are at your computor basicly all the time, answer emails as they come in. if you are going to post late, let buyers know, keep them happy. i don't have a 100% rating, some people will never be satisfied no matter what, just my two cents worth.

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