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Hack 71 Dealing with Stragglers, Deadbeats, and Returns
Filing non-paying bidder alerts and creditrequests in the event of a failed transaction.Although sellers are responsible
for paying all fees associated with an auction, eBay is not
unreasonable about refunding those fees when it comes to returns,
deadbeat bidders, and other extenuating circumstances.Regardless of the terms of a failed transaction, every seller can
complete the following two-step process to recover any final-value
fees associated with an auction. Unfortunately, listing fees are
nonrefundable, but they are never very large.
6.8.1 Non-Paying Bidder Alert
If a bidder never pays, if a bidder returns an item, or if you and
the bidder settle a transaction for less than the final bid price,
the first (and sometimes only) step is to file a
Non-Paying Bidder Alert.
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Request Final Value Fee Credit Non-Paying Bidder Alert (cgi3.ebay.com/aw-cgi/eBayISAPI.dll?NPBComplaintForm),and enter the eBay item number as instructed.You'll be presented with a list of reasons. The
reason you choose here will have a very real effect on the way eBay
handles the rest of the process. There are effectively three
different scenarios:1. Urge the bidder to pay. If you choose any of the following options, an email will be sent to
the bidder reminding him of his obligation to pay. This will also
enable you to subsequently use the Final Value Fee Credit Request
Form, discussed in the next section. The options are:High bidder didn't contact you.High bidder refused the item.High bidder didn't send payment.High bidder sent payment, but check bounced or payment was stopped.High bidder didn't comply with
seller's terms and conditions stated in listing.One or more of your Dutch auction bidders backed out of sale.2. Cancel the transaction. Choose either one of the following to end the process here and get a
refund immediately:High bidder paid for item and returned it. You issued a refund to
bidder.Both parties mutually agreed not to complete the transaction.3. Apply for a partial credit. Use one of the following options if the transaction was successful,
but the amount you ultimately received from the customer was less
than the final bid price (for example, if you issued a partial
refund, as described in [Hack #70]). As
with reason #2, your refund will be immediate, and the process will
end here.Sale price to high bidder was actually lower than the final high bid.High bidder in Dutch auction did not complete the transaction. You
sold the item to another bidder.
6.8.2 Final Value Fee Credit Request Form
If the action you took when filing the Non-Paying Bidder Alert resulted in
a warning email being sent to the bidder, you are obligated to give
the customer another 10 days to comply and send payment in full. If
the bidder still hasn't paid after those 10 days,
then you can follow up by filing a Final Value Fee Credit Request.
(Note that credit requests will be denied if 60 days have passed
since the end of the auction.)
Request Final Value Fee Credit Request Your Final Value Fee Credit (cgi3.ebay.com/aw-cgi/eBayISAPI.dll?CreditRequest),
and enter the eBay item number in the form shown in Figure 6-5.
Figure 6-5. Use the Final Value Fee Credit Request Form to get most of your fees back after a failed transaction
Here, you'll be presented with the same assortment
of reasons that appeared on the Non-Paying Bidder Alert Form, plus a
field in which to specify how much money if any you
received from the bidder. Click Submit when you're
done, and eBay will credit the appropriate amount to your account.Your credit will take effect immediately. To see how much money has
been credited, go to My eBay
Accounts ViewAccount Status.
6.8.3 Relisting and Other Options
When all is
said and done, you'll most likely still have the
item, which means you'll want to relist it and try
to sell it again.
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page and clicking "Relist your
item." You can relist multiple items quickly in the
Unsold Items section of your My eBay Selling tab.Relisting in this way has three advantages over creating a new
listing:You don't have to enter all the auction details
again; eBay will do it for you. All you need to do is click Go To
Review to jump to the last page of the form, and then click Submit
Listing to start the new auction.If you turn on the Relisted Item Link option, a prominent link will
be placed on the old auction, directing any customers who happen to
see it to the new auction page. It's a great way to
get a little extra free advertising for your item.If the first auction failed because it didn't
receive any bids or the reserve wasn't met, eBay
will waive the listing fees for the relisted auction.
Silver lining clause: More often than not, an
auction that is relisted after a deadbeat bidder backs out usually
closes at a higher price the second time. Why? First, two
back-to-back 7-day auctions have twice the exposure (14 days) of a
single 7-day auction; if you do it right, anyone who visits the first
auction will see a link to the relisted auction. Second, any
unsuccessful bidders on the first auction are likely to return and
bid more aggressively on the second auction, especially if
you're selling something rare. Third, a diligent
seller is likely to improve the auction description the second time
around, which can result in a higher price.
