Proper Seocheckout Seller Etiquette Responses and more

CryptoGuru Level X³

June 29, 2016, 4:09 pm

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Proper Seocheckout Seller Etiquette Responses and more

I wanted to start a discussion about proper seller etiquette and i would love for you guys to add or give your opinion.

When a buyer is irate what do you do? Just be nice no matter what this buyer says 9/10 times they will change their tone. You have to understand, sometimes buyers have had bad experiences in the past and that's kind of what they expect so you have to change their outlook on you.

What do you do if a buyer is being impatient? Just inform the buyer that you are aware of the order apologize for the delay and insure them that you will complete the order as soon as possible.

What do you do if you have a Buyer that wants to cancel before the order Starts? Just cancel it as 99% of the time you will waste more time than its worth, and you have to remember we are here to serve the client not the other way around.

What do you do if the buyer wants to cancel after the order has already started? Try and ask the buyer why, and offer an additional service instead of canceling. If they say no cancel it, UNLESS you suspect this buyer has done this before and may be trying to just get a FREE Service.

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Everett

I'm gong to break down your post with my own personal opinions and experiences:

When a buyer is irate what do you do?

If a buyer is irate, you need to nicely ask the reason for their irateness if unstated. Ask if you can be of any further service to them in the reason for their irateness. Try to calm the buyer with a professional tone, don't ever show negative character. If the buyer is irate about your service, or work you provided, try to resolve the matter, to where both the client and the freelancer are happy with the end result.

What do you do if a buyer is being impatient?

I think this depends on your service's time duration, and your responsiveness. If both are low the buyer may think you can just automatically deliver the order to them. Be reassuring to the buyer that you can get the order done, but it may not be as fast as they are hoping it was but within the average time it takes. A lot of the times, these buyers that need for work done or delivered immediately after they ordered the service are on deadlines, so you need to make sure you're clear within your service descriptions about the required time it takes to get your service done.

What do you do if the buyer wants to cancel after the order has already started?

I sell primarily programming services, PHP scripts to be exact. The service is set up to where it is an instant download service. If the buyer were to immediately request cancelation after buying my service, it would seem rather suspicious that this buyer wants a free service. Generally, I post in my service descriptions that there is no refunds, and if a buyer were to try and get a refund since my service states that there is no refunds, I don't believe the buyer is entitled to one because they agreed upon that when ordering. However, this question is very hard, because sometimes you just can cancel and other times you can't. It depends on what the service is, and if it is already started or not. If the service was started I'll reject the request and continue with my work, as I did for the clients whom ordered the same service. I'm gong to break down your post with my own personal opinions and experiences: [quote]When a buyer is irate what do you do?[/quote] If a buyer is irate, you need to nicely ask the reason for their irateness if unstated. Ask if you can be of any further service to them in the reason for their irateness. Try to calm the buyer with a professional tone, don't ever show negative character. If the buyer is irate about your service, or work you provided, try to resolve the matter, to where both the client and the freelancer are happy with the end result. [quote]What do you do if a buyer is being impatient?[/quote] I think this depends on your service's time duration, and your responsiveness. If both are low the buyer may think you can just automatically deliver the order to them. Be reassuring to the buyer that you can get the order done, but it may not be as fast as they are hoping it was but within the average time it takes. A lot of the times, these buyers that need for work done or delivered [i]immediately [/i]after they ordered the service are on deadlines, so you need to make sure you're clear within your service descriptions about the required time it takes to get your service done. [quote]What do you do if the buyer wants to cancel after the order has already started?[/quote] I sell primarily programming services, PHP scripts to be exact. The service is set up to where it is an instant download service. If the buyer were to immediately request cancelation after buying my service, it would seem rather suspicious that this buyer wants a free service. Generally, I post in my service descriptions that there is no refunds, and if a buyer were to try and get a refund since my service states that there is no refunds, I don't believe the buyer is entitled to one because they agreed upon that when ordering. However, this question is very hard, because sometimes you just can cancel and other times you can't. It depends on what the service is, and if it is already started or not. If the service was started I'll reject the request and continue with my work, as I did for the clients whom ordered the same service.

9 years ago

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CryptoGuru

I Love this man THANKS!

9 years ago

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ajlancer

HI jkeyz2 thanks for your nice question and replay by yourself.
When a buyer is irate what do you do? It is depend on why buyer irate? If there any reasonable fact, try to persuade him regarding your concern about real facts, what is going on with that subject. I think you have to answer him politely.

What do you do if a buyer is being impatient?
Here also reason is different. If buyer impatient to deliver order but order is delay. Again try to persuade him your excuse why it is delay? And I think everybody should insist on order deliver deadline.

What do you do if you have a Buyer that wants to cancel before the order Starts?
I think it may happen for delay order or mistaken purchase from buyer. If they do that for delay or mistaken order place, try to know why he needs to cancel, if buyer answer straight forward for both reason, you have no way to start order. So, ultimately, you have to cancel order.

What do you do if the buyer wants to cancel after the order has already started?
If your client do that, tell him clearly I started order for you. And show him your evidence, how much order you have done? If you already done major part of job, it should irate things for you. If buyer want to cancel for lame reason, if decision will not come mutually understanding, you can take support from help desk.

Regards by Ajlancer

9 years ago

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Lynne

Well I would be interested to know in what circumstances a buyer wants to cancel a order after it has already been started? I think that if an order is late I have the option to cancel it.

I have canceled one order here before and I have no idea whether the seller started the order or not. It was about a week late and I had sent numerous private messages asking when the order would be ready. The seller never responded to any of my messages. Yes I was in a rush for the order but if he said it was in the process and let me know when I would receive it I wouldn't have canceled it.

I do think that if a buyer cancels an order that is started before the time it is supposed to be finished without any good reason then it is not fair at all. The seller would have put work in and maybe even come close to completing the order.

9 years ago

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CryptoGuru

I Must have the worst buyers in history lol

9 years ago

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Lynne

Shame. I have heard that a lot of buyers are full of rubbish and mess sellers around. I feel bad for the sellers that provide quality work and then get messed around by their customers. It must be so annoying!

9 years ago

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hitmeasap

Hey jkeyz2,
Thanks for your tips. I appreciate your efforts and I do agree with what you've said.

Regarding this:

What do you do if the buyer wants to cancel after the order has already started?

I would say, just cancel the order no matter what. You should obviously ask them about the reason for their cancellation request, but in my experience, a cancellation is far more worth it, even though you might lose money as a reseller or whatever, but it's just not worth fighting for the cash this sale would give you. Let the buyer go and move on. Others will come and you'll waste precious time trying to convince these people.

Best Regards,
hitmeasap

9 years ago

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CryptoGuru

Well not when its a $300 order and its 95% completed lol ive had that happen

9 years ago

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hitmeasap

That totally sucks and I can understand the feeling. I've never had such an order being cancelled, but I've been close to that amount. A few times actually. Not on Seocheckout though. However, I personally never spend much time trying to convince buyers to pay for the product they've bought. If they want to cancel it, then I'll usually just cancel it, no matter what. However if I've done 95% of the work, then I'll ask them for at least a 50% payment or something, just for the sake of it. With that being said, most of the times I would obviously request payments in full in this specific scenario. But if I'm at 1%-50% with the work, then I'll just cancel it. It's too time consuming for me.

9 years ago

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CryptoGuru

Yea it makes it harder for me when i have to buy back to school supplies clothes food ETC for my kids. But anyway it is what it is i agree with you! Always cancel no matter what

9 years ago

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Lynne

Oh that is awful! Were those orders late and what sort of reason if any was given?

9 years ago

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TommyCarey

When a buyer is irate what do you do?
It all depends on if I need their money to survive or not. Usually I don't because they're just going to bring in more stress than I need and they'll most likely file a charge back after I've done some pretty amazing work. I sell a lot of SEO and Online Marketing services to local businesses and they don't exactly know what they're getting when they sign up, they just hear that we'll get them ranked higher in the search engines, over time, and bring in super targeted traffic that will result in more sales. They hear that and think they're going to be getting 1,000 more sales by the next day. I get a few clients yelling at me because they're not instantly rich and now they think I'm scamming them

I now have to teach the client, which I shouldn't have to, but it's pretty standard now.

What do you do if a buyer is being impatient?
I'd say that when it comes to my clients, ALL of them are impatient. They all want to rank #1 by tomorrow for extremely difficult keywords and they blame me for not doing it overnight

I'll explain to them over and over that it's not an over night type of thing and they should see this as more of a branding play in order to increase their sales. Also, in all my contracts it says that they may not see an increase in traffic until 3 to 6 months down the line. Contracts help people from being very impatient because they can't really complain much

What do you do if you have a Buyer that wants to cancel before the order Starts?
I'm not a seller here on seocheckout, but if I was I would just refund them right away because no work or effort was put into the project yet. Now if it's one of my clients that I put on contract, they know that if they cancel early they have to pay 50% of whatever is left on the contract. So if the ink is dry on the contract and they call me 2 weeks later wanting to cancel, they'll have to pay for almost 6 months up front just to cancel. If they just stop paying me, they get sent to collections ;)

What do you do if the buyer wants to cancel after the order has already started?
Again, I'm not a seller here on seocheckout, but if I were I would try to work it out with the like you said. I would not refund the order unless my hand was forced by the administrative staff because the buyer was actually trying to scam people. If I just started and there hadn't been much work done, I would stop immediately and refund. [u][b]When a buyer is irate what do you do? [/b][/u] It all depends on if I need their money to survive or not. Usually I don't because they're just going to bring in more stress than I need and they'll most likely file a charge back after I've done some pretty amazing work. I sell a lot of SEO and Online Marketing services to local businesses and they don't exactly know what they're getting when they sign up, they just hear that we'll get them ranked higher in the search engines, over time, and bring in super targeted traffic that will result in more sales. They hear that and think they're going to be getting 1,000 more sales by the next day. I get a few clients yelling at me because they're not instantly rich and now they think I'm scamming them :( I now have to teach the client, which I shouldn't have to, but it's pretty standard now. [u][b]What do you do if a buyer is being impatient? [/b][/u] I'd say that when it comes to my clients, ALL of them are impatient. They all want to rank #1 by tomorrow for extremely difficult keywords and they blame me for not doing it overnight :( I'll explain to them over and over that it's not an over night type of thing and they should see this as more of a branding play in order to increase their sales. Also, in all my contracts it says that they may not see an increase in traffic until 3 to 6 months down the line. Contracts help people from being very impatient because they can't really complain much :D [u][b]What do you do if you have a Buyer that wants to cancel before the order Starts? [/b][/u] I'm not a seller here on SeoClerks, but if I was I would just refund them right away because no work or effort was put into the project yet. Now if it's one of my clients that I put on contract, they know that if they cancel early they have to pay 50% of whatever is left on the contract. So if the ink is dry on the contract and they call me 2 weeks later wanting to cancel, they'll have to pay for almost 6 months up front just to cancel. If they just stop paying me, they get sent to collections ;) [u][b]What do you do if the buyer wants to cancel after the order has already started? [/b][/u] Again, I'm not a seller here on SeoClerks, but if I were I would try to work it out with the like you said. I would not refund the order unless my hand was forced by the administrative staff because the buyer was actually trying to scam people. If I just started and there hadn't been much work done, I would stop immediately and refund.

9 years ago

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CryptoGuru

I Love it Great Reply!

9 years ago

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EliteWriter

When a buyer is irate what do you do? - Good manners are critical everywhere. I keep being polite in the hope that the buyer realizes that he is in the wrong. It worked well every time, apart from once when the buyer just did not want to listen in any way. That was the single bad experience I had here.

What do you do if a buyer is being impatient? - Sadly I am always very busy but still do my best to send in orders within the deadline. In case a buyer keeps telling me that he needs to get the work I try to prioritize it.

What do you do if you have a Buyer that wants to cancel before the order Starts? - No problem, cancel, he is probably not worth the time if he does this.

What do you do if the buyer wants to cancel after the order has already started? - If he has a valid reason I will agree to a mutual cancellation. If not I try to reason things out with him, but never force him.

9 years ago

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Lynne

I am enjoying this discussion but one thing I find is that there are some customers I've had (not SEO related or freelance related, this is completely different) that seem like they only place an order to mess me around. That sort of thing really upsets me.

When I had my online store and I was making baby clothing wholesale my terms and conditions were that all orders must be paid up front and in full. In addition there are no refunds... even if the work is late due to unforseen circumstances. The reason for this is that I cannot control if for example there is a machine break down, electricity cuts (last year this happened daily for a few hours every day!) or fabric has to be dyed up... and if I have started an order and cut fabric for that order I am not going to refund!

I had new customers fighting with me, wanting me to start large orders without payment upfront and being rude about it.

Yes I do think the general rule is that the customer is always right, but sometimes customers can actually be abusive. In these cases I have opened my mouth and told them in a polite and respectful way where to get off.

One customer placed one order with me, she made a mistake with how she understood the delivery time, her order was not late but she thought it was and she phoned me and screamed abuse at me. I told her she had the delivery date in writing from me, she called me a liar and lots of other colorful things. I forwarded the email to her.

A few months later she placed an order with me online and paid the full amount. I called her and asked her for her banking details and refunded her money and I explained to her why I would not do business with her. Yes politely. I just don't think being a complete pushover is right either.

What would you do if someone was abusive and swore at you for no reason other than they think that can because "they are the customer"?

9 years ago

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