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Posted by magnolia134 on 17-Jan-2012 11:13 Report
Overseas buyer
Twice in the past week I have had buyers from the US purchase an item and pay for it immediately with Paypal. And of course in neither case have they paid enough for overseas postage. The first one even acknowledged that postage would probably be more than she had paid. So I sent her an invoice with the correct postage (only $5.50 more), and since then not a word and it's now been five days.

The second buyer probably didn't even realise she had purchased her item from Australia, as she even checked the 'please register the parcel' box. I emailed her, letting her know the cost of postage to the US and also the cost of registering. Since then not a word and it's been two days.

I have (reluctantly) changed my selling preferences to remove the PP address, and only providing it once the buyer has gone ghrough checkout.

My feeling is that both buyers do not intend to finalise the sale. I emailed the first again yesterday and offered to cancel the sale and refund her Paypal payment, but I still haven't heard back from her. I am quite willing to cancel both sales, but doesn't the buyer need to agree to this for admin to refund the sale fees? What happens if neither buyer reposnds?
 
Replied by issabella10 on 17-Jan-2012 11:24 (Ref 2328914) Report
"My feeling is that both buyers do not intend to finalise the sale"

Then you just wait the appropriate time and lodge the unpaid item process
Replied by weinerpatrol on 17-Jan-2012 11:26 (Ref 2328916) Report
If they don't responed to a sale cancellation request you can apply for a fee refund after 5 days.
Replied by bratsnthings on 17-Jan-2012 11:37 (Ref 2328917) Report
What I would do, is give them back their refund. Send them an email stating why you have refunded and cancel the sale.

cheers marie
Replied by magnolia134 on 17-Jan-2012 11:40 (Ref 2328918) Report
issabella -the problem is that both have already paid the majority of the invoice. It's the total postage cost to the US that has not yet been paid.

weinerpatrol - that's what I neeed to know.

marie - shall do.
Replied by bratsnthings on 17-Jan-2012 11:44 (Ref 2328919) Report
Magnolia, I think you have waited long enough for them to respond.If they were interested, they wouldve responded by now.

marie
Replied by boo512 on 17-Jan-2012 12:07 (Ref 2328927) Report
It's not that hard, here is what I would do.
  • Refund the Paypal payments with a note to say a new invoice with correct postage will be following.
  • Resend the invoice with correct postage.
  • They will either pay the new invoice or they won't.
  • If they pay then you post as normal.
  • If you hear nothing more from them,  7 days from the original sale date, commence the UI procedure, wait the five days and then close the disputes, your fees will be refunded.
Replied by magnolia134 on 17-Jan-2012 13:55 (Ref 2328935) Report
boo

 Your last point:

"If you hear nothing more from them,  7 days from the original sale date, commence the UI procedure, wait the five days and then close the disputes, your fees will be refunded."

which to me seems a little harsh, considering both have paid approximately 2/3 of the invoice.

Would it not be preferable to just cancel the sales? 
Replied by boo512 on 17-Jan-2012 14:30 (Ref 2328940) Report
 The op has already offered to cancel the sales, neither buyer has responded to the offer.  Refunding the incorrect payments 
And giving them a second chance to respond by paying the correct amount puts the ball back in their court. If they still do not respond then the items are in effect unpaid.  If they want a cancellation they have the option to respond to the offer made.
Replied by issabella10 on 17-Jan-2012 14:37 (Ref 2328942) Report
Sorry magnolia I misread the topic and then my power went off . Lovely thunderstorm - one clap off thunder out of nowhere and we were cut off lol

I would refund , and ask for a mutual cancellation ( as you don't have 'worldwide' noted on the listings) and go from there if they don't reply you can still close the process and be refunded.

There's something not right with the PayPal paying process , if you leave it off I have had buyers state it was difficult for them to find out how to go back and pay via the PP option.

And just this week I went to pay via PP and the amound showing in PayPal was different then the qs Invoice so I had to contact the seller who stated it does this and he/she then refunds the error ( a shipping charge) Never have seen that before but have no reason not to believe the seller etc)

So leaving off the PP addy ( as I also do) does avoid the instant payments but it appears to make paying somewhat more difficult for the buyer especially if they are new and are not used to negotiatinq qs .

Boils down to a better system being required through the way of Check-out , there must be something that can be changed after all if you can make a program , you can adjust it .
Replied by magnolia134 on 17-Jan-2012 15:09 (Ref 2328947) Report
issabella

I couldn't agree more with your comments on Paypal. I like having my PP address visible so buyers can check out and pay instantly. Faster payments and the bonus email notification of the PP payment being made (no having to log into my bank account) which results in faster postage, and everyone happy. 

Of course problems arise if:

(1) they buy more than one item and haven't waited for a combined postage invoice - in these situations, I just send another invoice with the outstanding postage charge, as I have found if I refund the original PP payment then send an amended invoice, the potential buyer simply disappears, never to be heard of again. I figure if they have already made part payment, it is worth my while to just accept the extra 30 cents another PP payment will impose, rather than lose the sale altogether.

(2) they are overseas buyers. I haven't had many, but some are just painful. Too often, I have found once they discover the true cost of postage, you never hear from them again. Which is what appears to have happened in both cases this week. Which is why I made the original post - should I just refund the original PP payment, and hope they pay after sending them an amended invoice, or send an extra invoice with the postage difference then sit and wait with their part payment in the hope they will eventually cough up the rest?

In the first case this week, I have decided that since I have had no response in 5 days to my explanatory emails as to why extra needs to be paid (even though buyer acknowledged in her original checkout note that this would be the case) I have refunded her Paypal payment and will now cancel the sale.

In the second case, I have also refunded her PP payment and will cancel the sale as well, as after even just two days, I haven't heard back from her, I doubt if full payment will be made.

I'm not sure how the system should be changed, but it is obvious that the checkout system is very confusing, especially for first time and OS buyers. For the time being, I am going to leave off my PP address so that buyers will have to wait for an invoice if they want to pay by PP. Probably I will eventually get sick of it, and change it back to having my PP address available.
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