Monthly Archives: June 2012

Shipping Insurance Claim

By Tony Lam

In consideration of picking the best shipping insurance option for your items selling on eBay, the following points are important :

  1. The cost of insurance
  2. The risk of being damaged or get lost by carriers
  3. Is claim process complicated or easy ?
  4. Does it cover both shipping cost and item cost ?
  5. How soon to get paid ?
  6. What countries  or situations are excluded ?

damaged package

More Reading :

Most buyers and sellers on eBay agree that when an item is being shipped, it’s best to buy insurance. What’s not so often talked about are the finer points of using insurance during the shipping process. How much insurance should be bought? Does anything special need to be done for insured shipments? And what happens if the item is indeed lost or damaged—what’s necessary to collect on insurance?…More at Tips for Shipping Insurance

Of course the shipping insurance cost should be as low as possible. It is worthy to spend a little time to do a research and compare the coverage and price of different offers. This is my option I recommend after a lot trials and errors for your reference.

UPS shipment (insurance cover up to $100), the rest insured by inkfrog-shipsurance

USPS shipment insured by inkfrog-shipsurance

 

Steps to buy shipping insurance at inkfrog.

Buying insurance via inkfrog is easy. At the Home page of inkfrog, click “view sold listings” at the left side lower box, you can see the list of all sold items. Find the one you want to buy insurance and click the wording “add insurance” next to the item picture.  A new window will pop up and you can select Carrier, enter Tracking number. The tracking number can be obtained in your mail box after you print eBay shipping label. Also, select the shipment date, check the box “Send insurance Summary to Buyer” to ensure buyer with a peace of mind, and check the box with “I agree and accept”.  Finally, click “Buy insurance” and you are done with the buying process.

Buy inkfrog shipping insurance

 

 

 

 

 

 

Steps to file a shipping claim at inkfrog

It is easy to file and get paid from inkfrog-shipsurance. Firstly, open the Home page of inkfrog, click “view sold listings”. Then search the item by item number or buyer ID. You can open drop down list of search options by clicking the “magnifying  class”.  In the row of “Shipsurance”, click the hyperlink “here” to file a claim. A claim form will come up for you to fill out information required. Make sure you have the following docs or picture ready before filing.

  1. Pictures showing broken package AND broken item
  2. Payment receipt of buyer ( print a Paypal receipt from email )
  3. Print the tracking information from your carrier website

 

 

 

 

 

Shipping Claim Example

Here shows how I communicated with the buyer for a damaged cello bow and how I filed a claim to inkfrog and get paid in 3 days !! 

On 6/4/12, a Cello Bow was reported broken by a buyer. 

************************************************************

Dear jatystore,

Despite being well-packaged and well marked to NOT BEND, the pkg was bent and the nice, beautiful bow is broken. Please advise what needs to be done. Thanks you.

– fiddlexxxx

************************************************************

I assured the buyer that his/her interest is fully protected by shipping insurance, and also asked for pictures showing the damaged package and broken bow. I promised to give full refund after collecting the pictures since I am confident that I will get paid from inkfrog -shipsurance very soon.

************************************************************

Dear fiddlexxxx,

Sorry to hear that. I have bought shipping insurance for it.
Please send me the pictures showing the damaged package and broken bow to jatymusic@yahoo.com. I will give you a full refund then. Sorry for any inconvenience caused,

– jatystore 

************************************************************

After giving a full refund to the buyer, I filed a claim to Inkfrog on 6/12/12. I put together the pictures(jpg file), Payal invoice(pdf file), and shipping tracking information (pdf file) in a same folder. Then, I filed a shipping claim following the steps as mentioned above. Afterwards, I received two emails from Shipsurance (Inkfrog) as below. The first email reported the claim status and the second email was requesting the recipient to confirm the claim by filling out the affidavit form or online verification.

************************************************************

  1. Claim status : pending docs, with a link to online claim status website

There has been activity on the following shipping insurance claim that requires your attention.
Shipsurance Claim # INKJG-xxxxx
Claim Status: Pending Docs

  1. RE: Shipsurance Claim #INKJG-xxxxx . We have received and started processing the claim listed above. Attached to this email is a document request detailing the items that we require to continue processing the claim.

          Make specific notation of the due date for the required documents.

          * Please have the recipient or intended recipient verify this claim by visiting http://shipclaim.com/xxxx.

          To check the ongoing status updates of your claim please visit http://www.dsiins.com/claimstatus/?cid=inkfrog.

************************************************************

I forwarded the second email to the buyer to and asked for online claim verification.

************************************************************

Hi Buyer,

I just filed a shipping claim and they require your verification by visiting http://shipclaim.com/xxxx. You can copy and paste the link to your browser and fill out the information required.

Thanks for your co-operation,
Tony
Jatystore

************************************************************

In the meantime, I submitted all the docs required. I have no idea if the buyer have time to do online verification. After two days, before I further check with the buyer for the status, I received a confirmation email from Shipsurance that my claim was paid. I filed a claim on 6/12/12 and received payment on 6/15/12. No hassle. Good service !!

**********************************************

Title : Shipsurance Claim # INKJG-xxxxx – New Activity (InkFrog)

There has been activity on the following shipping insurance claim that requires your attention.
Shipsurance Claim # INKJG-xxxxx
Claim Status: Paid*

*****************************************

 

 

 

 

 

 

How to respond quickly to buyer’s questions or complaints.

By Tony Lam

 

There are a lot of benefit of  respond quickly to buyer ‘s questions.

1)      Get an order early :

Sometimes the buyer may send the same question to various sellers. Whoever gives satisfaction answer early will buy from him/her.

2)      Prevent negative feedback :

Negative feedback is sometimes because of slow response to explain or take necessary actions when the item received is not up to buyer’s expectation.

3)      Higher chance to become Top Rate Seller :

One yardstick of top rate seller is the respond time.  There will be no excuse for buyers to give you low score on DSR.

 

react fast

First of all, you should have a system or database  to store your buyer’s information such as Paypal invoice, shipping  receipt from USPS/UPS,  item information. The data should be readily retrievable within short period of time.  I tried many ways but found that internet email system (such as Yahoo or Google mail) is the most  simple, effective and reliable way of storing buyer’s information. I don’t need to spend time to transfer  or maintain a database or spreadsheet. I just type in the buyer’s ID or buyer’s name at email search box to find out all the related emails, transactions, shipping info. in the sort list. I can quickly know what is the previous  questions and how I respond to the buyer.

Secondly, you should have mobile device that can access your email account easily. You may use smart phone with data plan so that you can access internet email anywhere you go.  Whenever buyer send you emails, you can immediate understand their concern and give them a quick (if you need time to investigate) or complete solution in a short period of time. Also, you can check the item information via the browser at the mobile phone .

Finally, in my experience, never procrastinate the reply. If you don’t have an answer, say so. If you needs time to check. Just acknowledge buyer’s inquiry with a promised time to give full details.  

Regarding to unsatisfied customer’s comment or feedback, immediate reply is very critical to prevent the fire from spreading out.  I will share more about my experience in handling  customer complaints  in another guide.

 

I received a negative feedback !!!! What can I do ???

By Tony Lam

 

Although you have tried your best and done everything you can to avoid it, a negative feedback can be inevitable. Here’s what I would do when receiving a negative feedback   :

Negative Feedback

1)      Contact buyer to try to understand the reasons for the negative feedback

First of all, don’t argue with the buyer, even if you think you are 100% right. Most of the cases I have encountered  are due to miscommunications or the service (response/shipping time) is not up to the buyer’ s expectation.

2)      Ask if there’s anything you can do that resolve this issue.

If the fault is on our side, apologize and ask for any suggested resolution method.  If refund can solve the problem, do a full refund. If buyer has unreasonable request (for example, lost compensation, etc) , politely say that you can’t afford to give more than total refund and seek the buyer’s understanding.  All the cases I’ve dealt with, the buyers were satisfied with a refund.

3)      After resolution, leave a comment below the negative feedback and kindly request buyer to change the feedback from negative to positive

 

Leaving the comment below is to let other potential buyers know that even though negative feedback, you have resolved it quickly.  If you are eligible to send revision request, ask the buyer if he or she is willing to change the feedback from negative to positive to you. 

Below is the real case with a buyer who had given me a negative feedback on 4/10/12 and this is how I resolved it.

Dear victoxxxxx0,

Noted that you didn’t receive the parcel. I have sent you email on 3/28 to see if you need any help after knowing that you are looking for me. I can give you a full refund if you didn’t receive the strings set. Please correct the negative feedback if possible. It is very important for me. Please confirm if you accept the refund.
Thanks,

Without waiting for the reply from the buyer, I gave a full refund to the buyer and follow up with message :

Dear victoxxxxx0

I have issued a full refund to you via Paypal with Unique Transaction ID # 13U76496XM904942J). Please consider to revise the negative feedback to positive for me. Your satisfaction is my priority.
Thanks for your business,

Then, I add comment below the negative feedback telling that I sent email on 3/28 and have issued full refund to the buyer.

On 4/17/12, the buyer replied that he didn’t received the refund. Then, I asked him to check the Paypal account again providing with the unique transaction number.

On 4/21/12, I received the following message from the buyer. After a while, the negative feedback was changed to positive feedback.

Dear nic..,

Thanks I received it. Positive feed back guaranteed :)

– victoxxxxx0

 

Tips : Check if you are eligible for feedback revisions

Sellers can submit a limited number of requests to buyers to revise neutral or negative Feedback. The number of requests is determined by the number of Feedback comments received in the previous year. Five revision requests are allowed for every 1000 Feedback ratings given.

 

Ebay Selling

By Tony Lam

 

eBay SalesWhat to sell on eBay is something that troubles a lot of people who are inspired to engage in selling on eBay. The first thing to remember before going through all this trouble is that eBay selling is cheap to invest in and has almost no market barriers except for the insertion fee on listing an item on eBay and the value fee when an item is sold on eBay which do not apply to all items. For example, these charges are not applicable to eBay motors. Of importance also is that, you do not need new items to sell on eBay, used items can also be sold.

What sells on eBay?

As said above, what to sell on eBay is not restricted or conditional. You can sell virtually anything you want to on eBay; first hand and second hand. There are many things within your disposal that you can put on sell. These include;

           Items in your house that are not in use such as you outgrown baby’s clothes and toys

           Items in abundance maybe due to your hobby such as novels, magazines and spiritual materials

           Easily available items which you can gather from friends and neighbors for free or for a small fee.

Items to sell on eBay

The following items can consist what to sell on eBay; used guitars, books, baby items such as clothes and toys, CDs, DVDs, shoes, purses and wallets, electronics, cameras, beauty accessories such as ornaments, outdated newspapers, magazines, sports items such as balls and T-shirts, cell phones and also new items with blemish part. These items sell at incredible prices and enable you to get a lot of profit eventually.

What to do to sell on eBay

To effectively take part in selling on eBay, you have to search the item you want to sell on eBay so as to gather information and check on the competitors for the offer price point, listing format, category of the item, pictures and shipping cost. Originality is one thing you should never forget. It makes you an honest salesperson, free from fraud. Pictures of items should hence be taken and posted directly from your stock putting in mind that these pictures can be captivating enough to bring in a lot of customers to your business and make you outstand from your competitors so you should never raise your customers’ hopes only to be a disappointment later.

Hence what to sell on eBay is entirely your choice although there are items not allowed on eBay! 

Online Business

By Tony Lam

 

Selling eBay is one of the cheapest ways of getting involved in online selling. Online business has been adopted by many individuals, organizations and communities because it has been proved to very successful and reliable especially when it comes to profitability. Individuals are therefore advertising and marketing their products and services online to gain more potential customers all over the world.

Advantages of eBay selling

Selling eBay is quite an advantage to any sales person. It is beneficial to a home based business person, a huge and successful business enterprise and even for a seasonal sales person who may decide to get rid of some items that are not being put to use and therefore get some income from these items. Selling eBay is easy and cheap since unlike many other businesses it can be done with a minimal amount of capital hence anyone can invest in it. To top this up, there is basically no subscription fee unlike all other marketing opportunities that come with entry restrictions and costs. In eBay selling, you will be making use of monthly free 50 auction with fixed price listings, quick set up time and a very fast feedback from market. 

Getting started

To get involved in selling eBay is as easy and enjoyable as defined below.

1.            Creating an account

 To create an eBay account, you need to go to eBay’s main page or home page. To reach this home page, you can just make use of any search engine by typing in ‘eBay’. The page should be that of your country and here, you will follow the instructions of registration until the end. Verification of addresses, names, accounts name and all other relevant information that can make identifying and locating you easy should be done carefully.

2.            Choice of item and selling guide

Every sales person before engaging in any form of business has to make a choice of the item to sell and how to sell it. To make selling eBay a success, you should make the right choice of item, price, format and category not forgetting how competitive the item is. The best way to do this is to make a comprehensive research on how other online selling businesses with the same products are operating. After this, you make and manage your listing. Selling can either be by an auction or fixed price format.

3.            Communicate with buyers

It is important to give buyers and potential buyers a platform to ask questions and get the relevant answers regarding your items. This is done through email, phone and eBay checkout.

Selling eBay is hence a business strategy that anyone can invest in and benefit immensely since it is not very demanding. You can sell both new and second hand items.

 

 

 


Shipping Large Items