Countdown to Live Boot Camp

'Block that Bidder!'
by Lynn Dralle, The Queen of Auctions

Here is an email I recently received from an ezine reader:

Hi Lynn,

I am curious about something that may be a good topic for you to write about at some point. It's a question I've pondered a bit, particularly listening to other sellers. I've been an eBay seller since 1997.

That is -- under what circumstances will you block an eBay user from bidding on your items? Do you ever block a bidder preemptively, and if so, what are the red flags that tip you off that a buyer may be worth trouble to avoid.

You see, I am beginning to have this sense that some sellers on eBay have really developed a defensive mindset toward buyers -- even paranoid -- to the point where "pre-emptive blocking" has become a strategy.

In some cases, I think some sellers are unrealistic with their attitudes toward buyers -- they're just in the wrong business! But also, to some degree, I think eBay has helped (perhaps inadvertently) to foster this climate -- by the way the feedback system is skewed (and sellers fear that imbalance has created an untenable situation, where buyers can leave unwarranted negs and sellers have no recourse), and where DSR metrics have taken on such a huge role in evaluating seller "performance" for the purpose of discounts and other "perks." (The dynamics are currently such that a tiny minority of buyers can seriously disrupt a seller's qualifications for such discounts.)

So the end result -- I'm seeing a trend where sellers are shifting the way they do business on eBay, to the point they feel they have to become "gatekeepers" to ward off ANY potential problematic customers who can adversely affect their bottom line.

I'm sure you probably have a laid-back attitude for the most part, but I am wondering what criteria you use for making these determinations in your own business model.

Regards,

Jan 

What a great question and well-written email! And since we had just discussed this very thing on the stage in Chicago during the Top-Rated Seller's panel, I thought it would be a perfect subject for this ezine article.

I totally agree with Jan that just a few bad bidders can ruin your business and you do need to have more of a gatekeeper's attitude towards your business.

Here are the times when I will seriously consider blocking a buyer. These are NOT preemptive blocks but blocks made after a purchase has gone bad.

However, keep in mind that I RARELY block bidders. Approximately two a month get blocked and I take it very seriously. Here are the circumstances where I will consider blocking a bidder.

1.     When a buyer is completely unhappy with a purchase from us and makes it a MISERABLE experience for everyone in my office.

This is a time when I most definitely will block a bidder. If someone is so rude that the entire office is talking about it then they will most likely get blocked. Life is too short and most of our customers are lovely.

The worst buyers are the ones who claim that items are missing from their shipment or that something arrived broken when there is NO way that either is true. We come into contact with these types rarely but it is very frustrating trying to prove that we did ship everything or that the item could not have possibly broken in shipment.

If an item really was broken, we are more than happy to file a UPS claim and pay the damages.

I think the worst example of this type of buyer is the person who bought my Fitz and Floyd pig soup tureen. It sold for $137.50 and in the listing I detailed that there were tiny chips on the underplate. I even showed close-up photos.

We knew something was amiss when they emailed to FIRST say that the piece was chipped. We emailed back to say, yes, we know that and it was stated in the listing.

The NEXT email that came back said, "No, it wasn't just chipped, but completely broken." Now they were claiming that it arrived smashed. I could smell a RAT.

There is no way this was the case as I watched Carmen pack it and it was packed perfectly. We asked them to hold onto the package as we would be filing a UPS claim.

Well, this buyer didn't bother to wrap it all back up as we had shipped it and threw it into the box with no bubble wrap and no packing peanuts. I think that this was when the actual breakage occurred

Here is the broken pig as we received it.

Check out this close up of their note.

I think that in all actuality this was all that was wrong with it until they threw it in the box. Great!

In any event, UPS would not pay the claim, we got a broken pig back and I extracted my revenge by blocking this bidder!

Use your instincts on a case-by-case basis. Don't block bidders willy-nilly but if you have a gut feeling, it is probably a good idea to block the buyer.

2.     When a customer asks 20 questions before even bidding or claiming they didn't buy something.

You know those potential buyers that ask and ask and ask 20 questions and then they never even buy the item or when they do you still have to email them 20 more times during the transaction. You should consider blocking them.

Then there are the buyers that claim amnesia or ignorance and say that they never bought the item. Here is one of those.

Dear thequeenofauctions,

I keep getting an invoice from eBay on these plates and I never purchased them. I noticed they are not dinner plates and I have no use for them and I never went forward on the transaction.

Thanks and sorry.

Dansk Mesa White Sand Japan 2 Salad Plates Southwest Item Id: xxxxxxxxxx End time: Jul-23-10 17:49:33 PDT Buyer:

Of course this bidder bought my item! Then they claimed that they didn't realize that they were salad plates and never went forward with the transaction. Help! Yes, I am going to block this bidder.

3.     When a relatively new customer files an eBay or PayPal claim without contacting you FIRST.

This drives me nuts and it is even more reason to block a customer now that eBay will be counting these claims against us. Here is a case that was just filed against us on eBay and it was the FIRST time we had heard about it.

Wow that is a lot of complaints!

Details the buyer provided:
Problem: The item is not as described
The buyer has tried contacting you
The buyer paid on Jul 05, 2010
The buyer contacted you through eBay Messages
The item is damaged
You have not responded to the buyer
You aren't working with the buyer to solve the problem

Additional information:
"received item that was broken no seller response item # 310113310408"

The buyer wants:
"replacement or a refund"

You can view the details of this case in the Resolution Center.

Budweiser Beer Mug Stein California Limited Edition CA Item # : xxxxxxxxxx Sale price: $9.55 Quantity: 1 Sale date: Jul-03-10 16:50:14 PDT         Case opened: Jul-22-10 07:32:38 PDT

This buyer was relatively new and we may have considered blocking them. However, I don't usually block a buyer unless they really make me angry. Once we started working with this person, they were actually very nice and we got everything settled just fine.

A big heads up...just keep in mind that you don't want to block a buyer who has not left you feedback yet. We have done this and then the buyer left us a TON of 1s and 2s. Just be careful. Now onto preemptive blocking.

Here are some PRE-EMPTIVE reasons to think about blocking a potential buyer. I RARELY do this but have on special occasions.

1.     When a buyer makes a low ball offer on an item

I know that sometimes sellers will block a bidder who makes a ridiculously low offer. I don't even bother because I tend to think that these buyers can't be serious and will most likely NEVER buy anything from anyone.

Here is an example of a ridiculously low offer I just received. I just shake my head and click DECLINE.

Interpur Brass Covered Box Owl Enamel Taiwan Trinket Offer price: $1.05 Buy It Now price: $11.99 Offer expires: Jul-25-10 14:27:17 PDT

2.      When a potential bidder wants to haggle on shipping and is extremely unrealistic.

Many times a bidder will ask you to ship an item for $2.00 even though it is going to cost you at least $5.85 to send it. I usually don't change my s/h/I prices unless the potential customer is really, really nice and then I won't block them because they have been really nice.

Here is an example of a shipping offer we got recently.

Hi there, Do you ship via USPS also? I'm interested in this piece, but I would hate to pay $10.95 for UPS Shipping when I know it could be shipped way cheaper and still safe with a USPS priority box. Thanks in advance for your answer,
	Maria White Rosenthal Classic Rose Lid ONLY Teapot Pot Item Id: 330394277692 End time: Jul-09-10 17:26:47 PDT

OK so my s/h/I was a little high on this one. But you know that when I list a dinner set I try and ship the entire set (no matter what the pieces) for the same s/h/i. I did just go in and revise this s/h/i price down to $8.95.

But when a potential buyer starts haggling over shipping prices, I typically stand my ground. I explain that UPS is more expensive but safer, etc. I didn't lower my s/h/I for this customer and I didn't block them either.

Once again, use your own judgment. Blocking too many bidders can negatively affect your sales.

3.     When a potential customer is just downright rude. They may not even be asking questions about an item but have just emailed to make their opinion known.

I get lots of these and unfortunately (or fortunately!) couldn't find one for this ezine. Some of my favorites start out with..."You say you have been an antique dealer for over 50 years and you don't even know what this item is...blah, blah, blah." These really rude people do get BLOCKED!

As always, use your own judgment. Bidder blocking is one of the last remaining tools that sellers have to protect our reputation. We may need to be doing some preemptive blocking to ensure our success.

Finally, you may be asking, "How do you block a bidder?" Well here is the link to do it. Happy Blocking but just remember most customers are WONDERFUL!

Happy eBaying!

Lynn

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