Shipping Sticker Shock
Mariann Kosub is having trouble with her eBay buyer:
"Today, I plan on shipping two items I recently sold on eBay. The first item is a Shadowrun Duels limited edition figure, and the shipping estimate came to $8.20. Of course, the buyer freaked out and threatened to leave negative feedback for charging such a high amount and if his item didn't arrive in a "timely manner."
I've experienced similar problems. A few weeks ago I tried selling a piece of my mothers pottery.
Here's the email exchange that ensued:
I mailed the bowl today. I sent it US postal mail wrapped in bubble wrap and double boxed. The shipping came to:
Postage 11.35
inside box 2.50
outside box 3.50
packing 3.25
label .20
Total with tax was 24.68
I hope you enjoy the bowl,
Micah
The Buyer wrote back:
I have purchased over 50 items from ebay, I have never been charged for boxes, labels and packages. Is this your normal routine or are you charging for these items because the piece sold for so cheap?
Veronica
Here's how I responded:
Veronica, I'm sorry it's high, that why I broke the cost down. I just brought it into the local shipping place and that's what they charged me. If I can find the receipt I can fax it to you. I did *not* raise the price. I made the mistake of starting the auction price too low, but that's my problem not yours. This is a fragile piece of pottery so I thought you would want me to double box it (that what the shipping guy suggested). Your getting a piece of hand made artwork for much less than my mother usually sell its for (30 - 80 dollars). My listing said buyers pays the "actual shipping cost." If you don't think I'm being fair let me know and I'll absorb the ancillary costs (boxes, labels and packages).
Micah
And she wrote back:
No, sending me the receipt and absorbing the ancillary costs is not necessary. Thanks for offering and responding so kindly, unfortunately I have not had the same experience with other ebay sellers. I will send you to total amount as soon as possible. I look forward to doing more business with you in the future.
Most problems between buyers and sellers are do to miscommunication.
Being open, honest, and listening will resolve most disputes.
If the problem persists consider a dispute resolution service like SquareTrade.
No one can deny it, being a seller is tough. You some times have to swallow your pride. Dave Winer calls it B.O.G.U. Which stands for bend over and grease up.
"No relationship is perfectly balanced. If you're in business and have customers you're boguing all the time. You know, the customer is always right. That's big big bogu.
Bogu says there are other points of view, and sometimes you have to yield to them, let them have their way."
Disclosure: I'm an interface designer at eBay. The following are my personal views. I don't pretend to speak for the company.
9:40:00 AM 
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