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Welcome back to another episode of the Resellers Mindset Podcast.

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My name is Mike, also known as the used book guy on YouTube,

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along with my friend and fellow full-time reseller, Johnny B.

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We help people start and grow their reselling businesses from the ground up.

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We also have a weekly zoom call and private discord for all YouTube members.

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Head on over to youtube.com backslash use book guy to join the channel and gain

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access to the full length podcast zoom call and private discord today.

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Let's get into this week's episode.

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What is up everybody?

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Welcome into another episode of Resellers Mindset Podcast.

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Mike, sit next to Johnny.

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This is a fun one today because it's kind of been a part of my whole working life.

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Is the customer always right?

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So Johnny kind of came up with this idea and we're going to cover some of our

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actual feedbacks we have received, and I do think resellers take too much

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offense to the feedback they get, especially in eBay land, like

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one negative feedback and people ready to lose their mind.

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On Amazon, we sell through Amazon FBA,

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which is they fulfill it, not yourself.

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You can have feedback strike through for anything.

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You just go in.

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It takes 10 seconds.

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You click a button, no matter what it is, even if you were 100 percent in the wrong,

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you still can kind of just click two buttons and the feedbacks automatically gone.

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Now, eBay has kind of changed over the years.

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Used to be able to call in, get feedback removed.

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They kind of always sided with the seller.

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That kind of has changed, I think, over the past six to six to 12 months.

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Now they're more it's more harder times to get rid of negative feedback,

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even if you as a seller did the right thing.

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eBay still now kind of just I don't know,

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for some reason, they just want the feedback to be there.

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And now they think they allow like photos for feedback on eBay as well.

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I think feedback overall, personally, I don't even care.

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I'm going to be straight up with you.

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I don't have one hundred and fifty five positive feedback on Amazon.

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And I've been doing this for over five years.

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I don't think it matters at all.

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I don't know the implications of getting a negative feedback on eBay because I'm

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not I don't understand that business, but I do think I've heard people talk

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about if you do get a negative feedback on eBay, they can kind of throttle down

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the views, your store. I don't know, Johnny, maybe you have more insight on this.

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Right.

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So it affects your seller rating and that affects your money.

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So if you go, there's tears of it.

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There is above standard, below standard and standard.

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And a couple of others.

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Let me do a quick Google while I ramble here.

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Seller ratings and basically if you go below standard,

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I think you get hit monetarily like bill whole look, it's like a 20 percent fee.

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I don't know. I've never been in that fun little statistic.

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They've always been above standard.

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So there is penalties if you're an eBay seller.

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Monetarily penalties.

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Yeah.

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And I think if you get too many, they can technically suspend your account or ask

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you to take a walk like if you're if you're just taking money and not mailing

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your packages, I mean, there's some people that have tried that

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and they've had a short stint on their eBay career.

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And basically, it's really hard to get them removed these days.

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It used to be a lot easier.

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And originally it was like the hardest,

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like you did not want to feed back with a huge deal

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because it was it's always a he said versus you said kind of scenario.

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Well, who's giving eBay money and who's

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eBay going to side with in that kind of scenario?

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Who's got the money?

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Well, the customers got the money, honestly.

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That doesn't mean customers can't be at a line or outroute liars,

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but you doing the matlock work to prove over the Internet and or phone

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that the customer is a liar or misinformed or they're not an expert.

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I'm not an expert.

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And you customer service representative are not an expert,

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but you're the arbiter of the dispute here.

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What say you?

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It's really hard on eBay.

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I think it's way more difficult.

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Amazon land is literally click a button and it goes away.

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It doesn't. I don't think it matters.

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Other performance metrics do matter, like delivering on time and all that.

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If you're on the merchant fulfilled side, I think matter a whole lot more

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at the site, I don't think anything really matters.

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But on FBM, it's very similar to eBay.

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I think they have even similar metrics

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for delivery and damage and handling returns and all that.

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So they're very comparable in that sense.

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Now.

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It gets really hinky when, oh, I made a mistake.

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The customer is absolutely right.

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There's been very few instances in my reselling career where that's been the case.

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Like I've misshipped books.

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I sent book A to customer B and customer B book to customer A.

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Whoops. That kind of happens.

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And that is you're on the chopping block to get two bad things happen to you

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until you can resolve that if you choose to resolve that.

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Some people say, now here's a refund.

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Take a walk customer, which is fine.

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That can be resolved.

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Customer gets the money back.

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You both have wasted each.

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Well, you have wasted the customer's time

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and more importantly, your own time when that happens because you didn't pay

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attention, actually had this happen recently.

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But finally enough, most customers are.

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Wanting to ship the books back and get the right books, they're willing to mail

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it back, which is a hard thing to do because getting to correspond hard.

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But neither one of them has done it yet.

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I don't know if they're both reading the books or this decided they just wanted

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to complain at me like I got the wrong book.

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I have no idea what's going on there, but it was it was one of those.

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I woke up three in the morning, decided to go to work.

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First thing I did was ship a packages and I messed up, honestly happens.

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So what about your eBay career?

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Have you had some customer interactions there after the products been shipped

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and something went awry?

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I've done the same thing you recently did, and mine was for much larger,

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more expensive products.

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I sent VCR DVD combos for some reason,

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Stars Aligned, and I sold two within the same day.

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And the wrong one went to the wrong person and the other one went to the other person.

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And I just said, keep them.

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Here's a refund.

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I go the route of least resistance.

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I don't take your money.

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Keep the stuff.

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I don't want it back.

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I do think the customer is always right, even if they are wrong,

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because without customers, the business doesn't exist.

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And when I was at CVS, I remember I started out of stores, a store manager

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and all my shift supervisors, they were just sticklers, right?

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They didn't want to honor coupon.

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They don't want to do this, do that.

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It took forever for me to get through their big skulls that if they go

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and complain, they're going to get 10x what we would just give them for their dollar

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coupon, they're going to get a twenty five dollar gift card.

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I got to call them personally.

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It becomes this huge headache.

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But for some reason, we as resellers, I don't I mean, I guess this kind of takes

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part. This is this this is a hot take.

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And I don't even know if I want to say this out loud, but this is why.

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All right. This is why resellers take offense to customers having issues

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and want refunds, because resellers are broke people, Johnny.

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And the twenty dollar item that they sold, they already spent that twenty dollars

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before it even sat in their bank account for one day.

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And that is why resellers have problems with this stuff.

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I could care less.

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A refund to refund.

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If you have ever been involved in any type of business, any business in the universe

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accounts for shrink shrink is things that magically disappear from the shelves.

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Well, in a business space, you have to account for returns.

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We sell on Amazon to returns.

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You can return anything for any reason on Amazon.

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Twenty five years later.

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Why are we getting so upset over refunds, even if we know we are in in the right?

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Right. And we're going to cover some of our

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feedback on Amazon and it's not that we can control.

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So and if it is something you can control at the end of the day, it's just a refund.

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Are you like, why do we pull our hair out

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and go crazy when we get a negative feedback and you know that the item was

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in there and they say it didn't show up? Well, you can't control that.

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Right.

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Why are we worried about things we can control?

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If somebody is there's plenty of miserable people out there.

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So if somebody is miserable and they just are having a bad day and want to leave

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a stupid negative feedback, you can't control that even if you know

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you're in the right. So why why get all worked up about it?

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I could care less about refunds on Amazon.

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And if you compare the refund rate to Amazon, eBay, Simon Close, I mean, Amazon.

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Every time I go to drop off my boxes every week, Johnny, there's like a line of like

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30 people with Amazon returns.

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I've seen a dude that's got like the same pair of sneaks and like six different

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sizes because he just said, I'm going to buy six, see what won't fit me.

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Then I'll send back the other five.

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This is the reality of reselling.

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And if you accept that returns and pleasing the customers, a part of the

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business, no matter whether they're right or wrong, you're going to you're just going

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to take off. You're not going to be worried about all the little things that people get.

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But it's because a lot of people, they need that twenty dollars,

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hundred dollars sale, and sometimes it's a more expensive item.

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And if you don't have the money in your bank account to kind of cover it,

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then it stings a lot more than somebody like me or you would just like, hey,

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you know, we operate this like a business.

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There's a column in the PNL that says, all right, this is refunds.

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This is money. We basically are just writing off every single year because things happen.

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All right. Before we go on Amazon stuff,

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I'm going to go over the detail seller ratings of what I got on my feedback.

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So there's four categories that customers can leave feedback for on eBay land.

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Accurate description, reasonable shipping costs, shipping speed and communication.

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So I got to write around right around a thousand here.

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Keep in mind, I've been doing one eBay listing this year since I said way to

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Amazon, so that's why it's only a thousand. Sorry.

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Loser. I know. Right.

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So we'll start from my most starred one.

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They do a five star metric thing.

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I have five stars across the board,

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but shipping speed is number one and five hundred and fifty eight people rating me

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there. Number two is communication, which is five hundred and fifty seven.

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Accurate descriptions, five hundred and forty one.

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I put a lot of description in my description, so I'm a little shocked that it's

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not on the higher end like the other two.

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And my lowest one, because I actually charge shipping for my media is five

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hundred and thirty three. But again, everybody gave me five stars across

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the board on this. But those are the four things the customer

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will eat eBay thinks the customer would care about.

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I send a message to every customer with the tracking number.

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That's why I probably my communication

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so high that I actually correspond with it. eBay does this automatically.

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But I do a little extra like here's your tracking number, here's your book.

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And please subscribe to my story and more books kind of deal.

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Shipping speed makes sense to me because I use ground advantage.

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I don't use slow poke media mail. Also, I get insurance with it up to 100 bucks.

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Most of my books are under one hundred dollars, so that made sense for me.

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Reasonable shipping cost.

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Well, I charge more than your typical shipping costs.

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So that's the reason it's probably the lowest rated there, which is fine.

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But again, five stars across the board.

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I'm cool with this eBay. Thanks.

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I want to cover some feedback that I've gotten on Amazon and

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listen, these are going to be ones that like you can't control.

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Right. So I got one.

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So Amazon's a one to five star rating.

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And like we said, we everything you're going to hear here.

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We've got struck out by Amazon because they strike everything out.

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If you do FBA, they just take responsibility.

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So I got one that says my worst purchase in my history with Amazon.

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So I literally all the items this person's bought my book or actually was a DVD.

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It was the worst purchase they've ever had with Amazon.

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Vendor said the book was in good condition.

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It was in poor condition.

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Owners gone, rips, et cetera.

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It was not in good condition.

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I would have liked to have received it.

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I ordered Charlotte's Web, but the movie inside was Magic Puppy.

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Probably. I mean, I probably mistaken the DVD that was inside or I didn't even look.

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This one says, guess you forgot to mention that disk was missing for Lion King 2.

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And then they wrote in capital letters, jerk, J.E.R.K.

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None of this stuff affects me.

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Me and Johnny were looking at some of the more some of the more vulgar ones before

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00:12:57,040 --> 00:12:59,960
the call and you can't take this stuff to heart.

240
00:13:00,160 --> 00:13:04,880
And I understand it's your business and like, oh, I want to be the perfect superstar.

241
00:13:05,080 --> 00:13:07,000
You're never going to be able to please everybody.

242
00:13:07,200 --> 00:13:09,040
And without customers, you don't exist.

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So whether you like it or not, the customer is always right.

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00:13:12,360 --> 00:13:14,600
And I'm always happy to give a full refund.

245
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Even if I know I ship them the exact item, I'm going to refund them.

246
00:13:19,560 --> 00:13:22,000
They can send it back or I will tell them to keep it.

247
00:13:22,200 --> 00:13:23,520
And this is a hard pill.

248
00:13:23,720 --> 00:13:27,840
I think people I think we as resellers think everybody's out there to scam us.

249
00:13:28,040 --> 00:13:29,880
Like everybody's a scammer, Johnny.

250
00:13:30,080 --> 00:13:33,840
Everybody that has a problem with what they order is a scammer.

251
00:13:34,040 --> 00:13:36,960
And I'll tell you right now, I bought I bought

252
00:13:37,160 --> 00:13:40,000
some vegan jerky on eBay about two weeks ago.

253
00:13:40,200 --> 00:13:43,280
Right. I go there for my jerky because I can get it for cheap.

254
00:13:43,280 --> 00:13:45,160
Well, I order it. I pay.

255
00:13:45,360 --> 00:13:46,520
Right. Well, I send an offer.

256
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And now you got to like accept to pay if they accept the offer.

257
00:13:50,520 --> 00:13:52,240
So I pay it. He steps you off.

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I'm like, oh, yeah, I got a box of jerky coming my way for 30 bucks.

259
00:13:55,880 --> 00:13:57,120
Right.

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00:13:57,320 --> 00:14:00,720
And then like three days later, I just get refunded out of the blue.

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00:14:00,920 --> 00:14:05,880
And it's like the seller says that they don't have the product or item anymore.

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00:14:06,080 --> 00:14:10,280
So I'm just like, to me as a customer, I got no message from the seller.

263
00:14:10,280 --> 00:14:11,280
I got nothing back.

264
00:14:11,280 --> 00:14:15,840
I just think to myself like, who knows, they probably ate the jerky and then

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00:14:16,040 --> 00:14:19,920
forgot to take the listing down, but like even as a buyer, there's going to be

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00:14:19,920 --> 00:14:23,360
things where you just maybe because I'm a reseller, I just accepted it more.

267
00:14:23,360 --> 00:14:24,200
It's not like I reached out.

268
00:14:24,200 --> 00:14:25,920
I was like, yo, dude, what you doing with my jerky?

269
00:14:26,120 --> 00:14:28,080
I'm just like, it is what it is.

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00:14:28,120 --> 00:14:30,680
I mean, we live in times where everybody has so much going on.

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00:14:30,680 --> 00:14:32,880
We're getting pulled in a million different directions.

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00:14:33,080 --> 00:14:37,920
And there's a lot more we can get bent out of shape and just stupid feedback.

273
00:14:38,120 --> 00:14:39,680
And even if you know you're right,

274
00:14:39,680 --> 00:14:43,440
who cares, appreciate the fact you have a business where you can sell things online

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00:14:43,640 --> 00:14:47,520
from the comfort of your home and make tens, hundreds of thousands of dollars

276
00:14:47,720 --> 00:14:51,440
doing it, one refund, one negative feedback, 10 negative feedback.

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00:14:51,640 --> 00:14:53,400
Just keep on moving. I don't let it bother me.

278
00:14:53,400 --> 00:14:54,560
I think it's honest.

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00:14:54,560 --> 00:14:57,640
I'm to the point now where I think it's more funny than it is degrading or like

280
00:14:57,640 --> 00:15:01,120
offensive to me. I'm just like, let's see what this crazy person has to say,

281
00:15:01,320 --> 00:15:03,640
because my rating on Amazon goes from 100 percent.

282
00:15:03,840 --> 00:15:07,240
And when it ain't 100 percent, I know I got I got a good joke cooking up

283
00:15:07,240 --> 00:15:09,880
for me when I go to the feedback tab.

284
00:15:14,480 --> 00:15:15,800
I was just going to let you go,

285
00:15:16,000 --> 00:15:19,000
I was going to let you go and see how long I was going to go for.

286
00:15:19,200 --> 00:15:23,080
Well, luckily, Zoom, like, lets me know when, hey, you're you're muted, jerk.

287
00:15:23,280 --> 00:15:25,720
You need to unmute to actually be heard.

288
00:15:25,920 --> 00:15:28,880
So I got one I'm going to go over and it did affect me.

289
00:15:29,080 --> 00:15:32,600
But I was not in the wrong on this, but it did.

290
00:15:32,800 --> 00:15:35,040
Well, let's just tug at the heartstrings a little bit.

291
00:15:35,040 --> 00:15:37,680
So I'm going to go ahead and read it for everybody.

292
00:15:38,880 --> 00:15:40,840
I was shocked when the package came.

293
00:15:41,040 --> 00:15:46,240
I wanted it to I wanted to gift it to a friend with a terminal disease.

294
00:15:46,440 --> 00:15:48,480
The jacket is torn and there is actually

295
00:15:48,680 --> 00:15:52,440
someone's return address label posted on a page inside.

296
00:15:52,640 --> 00:15:56,280
So guys got a friend who's dying and wanted to give him a gift.

297
00:15:56,480 --> 00:16:00,880
I felt bad because, well, I didn't do anything wrong because all my books I

298
00:16:01,080 --> 00:16:04,080
send in are used, he should have bought a new book,

299
00:16:04,080 --> 00:16:08,360
but he probably went with the cheapest option or just did the add to cart to page

300
00:16:08,560 --> 00:16:11,200
and thought he was going to get a new item.

301
00:16:11,400 --> 00:16:13,120
And that's part of the thing with Amazon.

302
00:16:13,120 --> 00:16:17,200
I don't think the customer base there really understands how Amazon works.

303
00:16:17,400 --> 00:16:19,560
So they see the buy box add to cart,

304
00:16:19,760 --> 00:16:22,240
especially if they're on mobile and everything's really small.

305
00:16:22,440 --> 00:16:25,840
You can't it's not really detail like it is on desktop.

306
00:16:26,040 --> 00:16:27,280
They don't know any better.

307
00:16:27,480 --> 00:16:30,480
And they're just assuming they're going to get a brand new shiny item.

308
00:16:30,680 --> 00:16:33,840
And when they don't, they're sad.

309
00:16:33,840 --> 00:16:37,560
In this case, it's extra sad because guys got a friend who's dying.

310
00:16:37,760 --> 00:16:39,840
That's the only one I really kind of felt bad on.

311
00:16:40,040 --> 00:16:42,440
But again, I didn't do anything wrong.

312
00:16:42,640 --> 00:16:48,520
The customer just had a user error kind of deal or unaware, ignorant kind of error.

313
00:16:48,720 --> 00:16:51,200
I got a reference I want to bring up here.

314
00:16:51,400 --> 00:16:56,520
Some of the mega media sellers on eBay, they use stock photos for used items.

315
00:16:56,720 --> 00:17:02,600
I personally, I had to complete a book set to sell it and I had to buy one.

316
00:17:02,600 --> 00:17:05,760
And the cheapest one was I think was Thrift Books.

317
00:17:05,960 --> 00:17:08,840
And it's just a stock photo of the trade paperback, right?

318
00:17:09,040 --> 00:17:10,880
Brand new. The stock photo is a brand new.

319
00:17:10,880 --> 00:17:12,200
It's not beat up or anything.

320
00:17:12,400 --> 00:17:16,480
The mega sellers could care less about the customer experience and they still

321
00:17:16,680 --> 00:17:19,200
exist on the platforms, right, like they don't care.

322
00:17:19,400 --> 00:17:21,800
It's just a stock new photo of the book.

323
00:17:22,000 --> 00:17:24,360
And I order it pre-owned, used.

324
00:17:24,560 --> 00:17:28,000
You have no idea what is going to show up.

325
00:17:28,000 --> 00:17:32,920
But these people make tens, hundreds of thousand dollars in sales every single

326
00:17:33,120 --> 00:17:37,120
month and they're not getting banned, they're not getting canned.

327
00:17:37,320 --> 00:17:40,040
Well, that's because they're mega seller and they get all this feedback.

328
00:17:40,240 --> 00:17:44,680
Well, I challenge you to become the seller that sells more items and gets more

329
00:17:44,680 --> 00:17:47,000
positive feedback. So when you do get hit with a negative,

330
00:17:47,200 --> 00:17:49,360
you just keep the ball moving. You're really not worried about it.

331
00:17:49,360 --> 00:17:51,040
But that's the reality of it out there.

332
00:17:51,040 --> 00:17:51,960
Like I had no idea.

333
00:17:51,960 --> 00:17:55,000
And I'll tell you right now, when I got the book, it wasn't in the best condition.

334
00:17:55,000 --> 00:17:58,040
They shipped it in like a crappy little cardboard paper mailer.

335
00:17:58,240 --> 00:17:59,960
So they really didn't even care.

336
00:18:00,160 --> 00:18:03,040
And I'm just like, well, this is how the game is out there.

337
00:18:03,040 --> 00:18:04,240
This is what it's doing.

338
00:18:04,240 --> 00:18:05,640
You either get with it or not.

339
00:18:05,840 --> 00:18:08,320
And people just lose weeks, days, months,

340
00:18:08,520 --> 00:18:12,320
years of their life to negative feedback because it's a personal attack.

341
00:18:12,320 --> 00:18:14,680
Like Johnny probably didn't sleep for the past week.

342
00:18:14,880 --> 00:18:17,320
Once he read that feedback, that was it for him.

343
00:18:17,520 --> 00:18:18,320
Yeah.

344
00:18:18,520 --> 00:18:24,440
And I got one that I was almost in tears laughing at that was a negative.

345
00:18:24,440 --> 00:18:25,720
And it happened recently.

346
00:18:25,920 --> 00:18:27,560
Nine twenty six twenty four.

347
00:18:27,760 --> 00:18:29,480
I don't know when this podcast is coming out,

348
00:18:29,680 --> 00:18:32,440
but to me it was just a couple of weeks ago.

349
00:18:32,640 --> 00:18:34,800
So it starts with comments, colon.

350
00:18:35,000 --> 00:18:39,000
My guess is that he has a sheet open and he's just going down his negative

351
00:18:39,200 --> 00:18:43,960
feedback and I'm just one of many here. Book delivered with no packaging,

352
00:18:44,160 --> 00:18:48,520
just a shipping label sticker slapped in the front cover and dropped in the mail.

353
00:18:48,720 --> 00:18:53,880
I had to meticulously peel it off to avoid ruining the cover and then scrub off

354
00:18:53,880 --> 00:18:55,520
the adhesive residue.

355
00:18:55,720 --> 00:18:59,880
I've never received a product mail with such disregard.

356
00:19:00,080 --> 00:19:01,920
So Amazon took a book.

357
00:19:02,120 --> 00:19:04,640
OK, book, I need to make you go.

358
00:19:04,720 --> 00:19:06,040
I'm not going to put you in a box.

359
00:19:06,040 --> 00:19:08,120
I'm not going to put you in a mail bubble mailer.

360
00:19:08,320 --> 00:19:09,960
Slap a label on. Good to go.

361
00:19:10,160 --> 00:19:12,000
Let's drop it in the mail just like that.

362
00:19:12,200 --> 00:19:13,920
And you can mail stuff like that.

363
00:19:14,120 --> 00:19:15,720
If it's lost, it's got a mailing label.

364
00:19:15,920 --> 00:19:17,360
It goes.

365
00:19:18,280 --> 00:19:21,760
But that was just hysterical to me, like no,

366
00:19:21,760 --> 00:19:25,600
no shit's given at Amazon land, essentially.

367
00:19:25,800 --> 00:19:28,000
And they're just like getting through the day.

368
00:19:28,200 --> 00:19:30,240
Like I can imagine the poor Amazon

369
00:19:30,240 --> 00:19:33,320
workers the last 30 minutes of the shift, he's got a package.

370
00:19:33,520 --> 00:19:34,720
I don't care.

371
00:19:34,920 --> 00:19:38,080
I don't care. Slap sticker on, mail it done.

372
00:19:38,280 --> 00:19:42,400
I actually got a merchant fulfilled return that was like that because I remember

373
00:19:42,600 --> 00:19:47,040
taking the photo many, many years ago and the person just took it to the UPS store

374
00:19:47,040 --> 00:19:50,240
and the UPS store just stuck the return label right on the front cover of the book.

375
00:19:50,240 --> 00:19:53,600
Like I remember getting it and I'm just laughing like these.

376
00:19:53,600 --> 00:19:55,000
We live in a crazy times.

377
00:19:55,000 --> 00:19:56,360
I want to look at it the other way, though,

378
00:19:56,560 --> 00:20:01,440
because we talked about how negative feedback can like damper your ability

379
00:20:01,640 --> 00:20:05,480
to possibly get more sales or higher fees on eBay.

380
00:20:05,680 --> 00:20:09,720
But positive feedback doesn't guarantee you more sales.

381
00:20:09,720 --> 00:20:12,920
Right. It's not like so it's kind of.

382
00:20:13,120 --> 00:20:15,440
And this is it's such a hot topic for me

383
00:20:15,640 --> 00:20:18,160
because I know a lot of people that listen to this.

384
00:20:18,160 --> 00:20:20,440
And it's not that I don't take pride in my business.

385
00:20:20,640 --> 00:20:24,080
I just worry about things that matter in the business and feedback isn't one of them.

386
00:20:24,280 --> 00:20:28,160
So for me, I'm just like, well, customers always right, whether you work in retail,

387
00:20:28,160 --> 00:20:30,960
whether you have a business, you can account for refunds,

388
00:20:30,960 --> 00:20:34,560
you can account for shrink when it comes to items that are damaged, lost in the mail.

389
00:20:34,760 --> 00:20:38,080
And if you don't do that and you get bent out of shape over one refund,

390
00:20:38,280 --> 00:20:41,240
and I hate to tell you, then you're not operating like a real business.

391
00:20:41,440 --> 00:20:44,280
It shouldn't it shouldn't affect your daily mindset.

392
00:20:44,480 --> 00:20:46,280
It shouldn't affect your your business

393
00:20:46,280 --> 00:20:49,400
actions when you do run into one of these negative feedbacks.

394
00:20:49,600 --> 00:20:51,080
And they're always going to be there.

395
00:20:51,080 --> 00:20:52,200
You're always going to get somebody.

396
00:20:52,200 --> 00:20:53,360
There's always going to be something.

397
00:20:53,360 --> 00:20:57,160
Even if you do everything perfect, you can do everything in perfect order.

398
00:20:57,360 --> 00:20:58,920
You can put candies in there.

399
00:20:59,120 --> 00:21:00,880
You can put dollar bills in there.

400
00:21:01,080 --> 00:21:04,320
They still will leave you negative feedback when you run into that person

401
00:21:04,520 --> 00:21:10,120
who's just a miserable person to deal with every day or the occasional scammer.

402
00:21:10,320 --> 00:21:13,440
I'm not sitting here saying, you know, there's no scammers out there.

403
00:21:13,440 --> 00:21:14,680
There's plenty of them out there,

404
00:21:14,680 --> 00:21:16,280
especially in the Amazon space.

405
00:21:16,480 --> 00:21:18,080
I think that's a OK.

406
00:21:18,280 --> 00:21:21,400
And you're going to get scammed eventually in your reselling career.

407
00:21:21,400 --> 00:21:25,120
And maybe that's another box you check off to know that you made it in reselling

408
00:21:25,120 --> 00:21:29,400
is when you get scammed and somebody sends you back like a rock instead of the iPhone.

409
00:21:29,600 --> 00:21:33,240
It's just it's too much emphasis on feedback.

410
00:21:33,240 --> 00:21:35,400
And I hate to break it to you, but the customers always rate.

411
00:21:35,400 --> 00:21:36,920
So I ain't got customers, Johnny.

412
00:21:37,120 --> 00:21:39,520
I don't exist and I don't feel like going back to a job.

413
00:21:39,520 --> 00:21:40,680
So the customer is always right.

414
00:21:40,680 --> 00:21:42,320
I don't care if they're even wrong in my mind.

415
00:21:42,520 --> 00:21:43,560
Give them their money back.

416
00:21:43,560 --> 00:21:46,520
You know what? And this is the big thing with Amazon.

417
00:21:46,720 --> 00:21:47,600
Why has it?

418
00:21:47,800 --> 00:21:52,920
Why is big reason Amazon is the huge mega platform of the universe?

419
00:21:53,120 --> 00:21:56,800
Because, Johnny, the customer is always right.

420
00:21:57,000 --> 00:22:01,720
You can refund and get your money back three years later after you wore the tidy

421
00:22:01,920 --> 00:22:05,720
white as you bought, stained them up, you can send them back to Amazon three years

422
00:22:05,920 --> 00:22:09,640
later and they will happily give you your money back.

423
00:22:09,640 --> 00:22:13,520
And that is the main reason Amazon dominates.

424
00:22:13,720 --> 00:22:15,120
I agree with that.

425
00:22:15,320 --> 00:22:19,120
And you got me thinking with what you were saying there, Amazon,

426
00:22:19,320 --> 00:22:23,240
the customer shopping with Amazon on eBay, the customer shopping with you,

427
00:22:23,440 --> 00:22:28,480
the person, because on eBay we try to get repeat customers on Amazon.

428
00:22:28,480 --> 00:22:29,520
That's not really a thing.

429
00:22:29,720 --> 00:22:34,080
Does it happen every so often that I'll get two orders from the same customer?

430
00:22:34,280 --> 00:22:38,320
Yeah, but it's not like eBay because they actually have metrics to show you how

431
00:22:38,320 --> 00:22:39,520
many repeat buyers you have.

432
00:22:39,720 --> 00:22:44,760
So if you have a bad experience on eBay with a customer,

433
00:22:44,960 --> 00:22:46,920
you may lose that person's repeat business.

434
00:22:47,120 --> 00:22:51,680
And how many hundreds or thousands of dollars does that rack up on on the course

435
00:22:51,880 --> 00:22:55,480
of that person's career shopping with you because they don't like what you have

436
00:22:55,680 --> 00:23:01,320
or you misrepresent yourself or your item or you provide poor communication?

437
00:23:01,520 --> 00:23:06,000
They're going to go shop with somebody else because you know why they can they can.

438
00:23:06,000 --> 00:23:07,920
There is plenty of other sellers on eBay

439
00:23:07,920 --> 00:23:11,880
who are more than likely selling very similar items to your own,

440
00:23:12,080 --> 00:23:15,480
maybe not exact, but very similar, and they could just move their business

441
00:23:15,480 --> 00:23:16,200
down the road.

442
00:23:16,400 --> 00:23:19,080
So it's kind of like retail online, honestly.

443
00:23:19,280 --> 00:23:21,360
If you don't like the hardware store,

444
00:23:21,560 --> 00:23:24,720
I, the customer, is going to drive 20 extra minutes to go to the hardware store

445
00:23:24,720 --> 00:23:28,760
that treats me right kind of deal versus treating me wrong.

446
00:23:29,640 --> 00:23:36,200
And the other thing is I see this pretty early on with new sellers on eBay.

447
00:23:36,200 --> 00:23:41,520
They get so mad. They get furious with the customer how they wronged them.

448
00:23:41,720 --> 00:23:43,200
It's not personal.

449
00:23:43,400 --> 00:23:47,480
Whatever happened, the customer thinks they are justified.

450
00:23:47,680 --> 00:23:50,400
And it's your job to agree with them.

451
00:23:50,600 --> 00:23:52,520
Great. So you're on the same page.

452
00:23:52,720 --> 00:23:54,600
It doesn't matter if they're right or wrong.

453
00:23:54,800 --> 00:23:57,120
But B, have a resolution.

454
00:23:57,320 --> 00:24:00,480
Make that customer happy again, because right now they aren't happy.

455
00:24:00,680 --> 00:24:05,400
And you getting mad and you typing up a three paragraph essay on how they're

456
00:24:05,400 --> 00:24:09,360
wrong in every conceivable way is not the play.

457
00:24:09,560 --> 00:24:12,320
Now, when the customer is completely,

458
00:24:12,520 --> 00:24:18,680
clearly wrong, you have to, again, be very delicate and explain very tactfully

459
00:24:18,880 --> 00:24:23,120
how they are wrong for when you go to eBay to try to get that negative feedback

460
00:24:23,320 --> 00:24:27,400
removed, because if eBay sees you being disrespectful,

461
00:24:27,400 --> 00:24:28,520
they're going to side with the customer.

462
00:24:28,720 --> 00:24:33,080
But if they've seen you on every attempt to resolve the issue with the customer,

463
00:24:33,080 --> 00:24:36,440
customer experience, they're going to side with you.

464
00:24:36,640 --> 00:24:40,880
And they're probably going to make whatever happened, negative feedback go away.

465
00:24:41,080 --> 00:24:42,840
Not 100 percent of the time.

466
00:24:43,040 --> 00:24:47,680
There's a there's a weird thing with agent, seller to that's what we should talk

467
00:24:47,880 --> 00:24:51,560
about next. Me, the seller, tried to deal with the agent,

468
00:24:51,560 --> 00:24:55,120
customer support, because some of those guys are real jerks, too.

469
00:24:55,320 --> 00:25:00,280
But no, you just have to do everything you can to make it better.

470
00:25:00,480 --> 00:25:02,040
Once that's done, well,

471
00:25:02,040 --> 00:25:04,120
things are just simply out of your control.

472
00:25:04,320 --> 00:25:07,840
I've never had a call eBay for negative feedback.

473
00:25:08,040 --> 00:25:12,080
And I got like almost 600 feedback on my eBay account.

474
00:25:12,080 --> 00:25:15,160
And I don't list there anymore, but it still exists in case, you know,

475
00:25:15,360 --> 00:25:16,960
the day comes and I have to go back.

476
00:25:17,160 --> 00:25:20,880
But I don't have any experience calling in and dealing with these people.

477
00:25:21,080 --> 00:25:25,920
But I just feel like, man, Johnny, if you told me, Mike, here,

478
00:25:26,120 --> 00:25:30,440
call these people and sit on the phone for 30 minutes an hour and deal with

479
00:25:30,440 --> 00:25:32,880
getting this one feedback, I think myself,

480
00:25:33,080 --> 00:25:35,960
how many other productive things can I be doing?

481
00:25:36,160 --> 00:25:42,200
Like how many items can I list in the time it takes me to cry to somebody and plead

482
00:25:42,400 --> 00:25:46,720
my case like I'm on trial for murder just to get this feedback removed?

483
00:25:46,720 --> 00:25:49,160
Because I feel like I'm in the right or in the wrong.

484
00:25:49,360 --> 00:25:53,600
I would almost argue that you're better off listing more items than trying to get

485
00:25:53,800 --> 00:25:56,720
a negative feedback removed on eBay anymore.

486
00:25:56,920 --> 00:25:58,560
I mean, you're better off financially,

487
00:25:58,560 --> 00:26:01,840
technically, but again, if you got too many of those that rack up,

488
00:26:01,840 --> 00:26:06,320
that could turn customers away because customers do look at your seller profile

489
00:26:06,520 --> 00:26:09,200
because again, they fear they're going to get scammed.

490
00:26:09,400 --> 00:26:11,800
I'm not talking about the little old lady who's his first time on eBay.

491
00:26:11,800 --> 00:26:12,600
She don't know any better.

492
00:26:12,600 --> 00:26:13,840
She's not going to look at that stuff.

493
00:26:14,040 --> 00:26:17,800
But the repeat eBay shopper who shops for their wardrobe on eBay,

494
00:26:17,800 --> 00:26:20,880
they're going to look at your feedback and they're like, OK, this person looks legit.

495
00:26:20,880 --> 00:26:22,640
I'm going to order my pair of jeans from them.

496
00:26:22,840 --> 00:26:27,000
And I would also say.

497
00:26:27,000 --> 00:26:29,440
Because in my other group, there's a ton of clothing sellers.

498
00:26:29,640 --> 00:26:35,440
They have so many customer service things they got to do because it's not like a book

499
00:26:35,640 --> 00:26:38,800
or CD or DVD where you flip it open, it works.

500
00:26:38,800 --> 00:26:41,360
You put in the player just works right clothes.

501
00:26:41,560 --> 00:26:42,920
That's a whole new ballgame.

502
00:26:43,120 --> 00:26:46,600
Doesn't fit right because either you gain weight and you're lying to yourself

503
00:26:46,600 --> 00:26:51,120
or you lost weight and you're lying to yourself or it's too long or it's too short

504
00:26:51,320 --> 00:26:54,280
or I don't like how it feels or it doesn't look cute on me.

505
00:26:54,480 --> 00:26:56,280
They have all these other variables.

506
00:26:56,280 --> 00:26:58,960
They got to think about with their business and their return.

507
00:26:59,000 --> 00:27:01,640
They got to deal with returns on a daily active basis.

508
00:27:01,640 --> 00:27:04,800
And I feel bad for the clothing sellers because me.

509
00:27:05,000 --> 00:27:07,560
I don't have to do

510
00:27:07,840 --> 00:27:10,240
like they just read their book.

511
00:27:10,440 --> 00:27:13,200
They just put it in the DVD or CD player.

512
00:27:13,400 --> 00:27:17,480
And most of the time on the CD and DVD, it just works on books.

513
00:27:17,680 --> 00:27:20,480
You may have the occasional page fell out.

514
00:27:20,680 --> 00:27:23,080
Whoops, because I don't go page by page checking.

515
00:27:23,280 --> 00:27:24,200
I do a quick flip.

516
00:27:24,200 --> 00:27:27,200
If no pages fall out, book good to go, essentially,

517
00:27:27,400 --> 00:27:30,440
or the spines crack and it's on its last little limbs.

518
00:27:30,440 --> 00:27:31,920
It could barely survive one read.

519
00:27:31,920 --> 00:27:34,720
That probably shouldn't be something I should list in the first place.

520
00:27:34,720 --> 00:27:36,600
And again, that's on me, not the customer.

521
00:27:36,800 --> 00:27:40,640
I think and we talked about this, how eBay should have higher standards.

522
00:27:40,840 --> 00:27:43,280
I think they came out with a clear cut standard, right?

523
00:27:43,280 --> 00:27:44,280
Because we look at Amazon.

524
00:27:44,480 --> 00:27:46,800
If you're selling stuff yourself, merchant fulfilled, right,

525
00:27:47,000 --> 00:27:48,960
you list that you package, ship it from your home.

526
00:27:49,160 --> 00:27:50,880
Amazon don't play no games.

527
00:27:51,080 --> 00:27:53,280
They give you two day max handling time

528
00:27:53,280 --> 00:27:55,680
and they track your on time delivery rate.

529
00:27:55,880 --> 00:27:59,040
So just because you decide to go drop it at the post office and the post office

530
00:27:59,040 --> 00:28:01,640
doesn't get there in time, you still get dinged for that.

531
00:28:01,840 --> 00:28:06,080
And if you get dinged a handful of times, I'm not talking a hundred times,

532
00:28:06,280 --> 00:28:11,160
I'm talking 10 times, they will shut your ability to sell merchant

533
00:28:11,360 --> 00:28:13,000
fulfilled on Amazon down immediately.

534
00:28:13,200 --> 00:28:15,240
But they set that clear expectation.

535
00:28:15,440 --> 00:28:19,800
And I think that would benefit eBay if they had something like this in place,

536
00:28:19,800 --> 00:28:25,560
because why do we have things where the handling time is, you know, a week, two

537
00:28:25,760 --> 00:28:28,560
weeks that should not exist, anybody that shops online.

538
00:28:28,760 --> 00:28:32,400
I'm not buying the bulk drops to get them in two weeks, Johnny.

539
00:28:32,600 --> 00:28:35,280
I need them today. I need them tomorrow.

540
00:28:35,480 --> 00:28:39,320
Well, they do that because resellers have lives and they want to take a vacation

541
00:28:39,320 --> 00:28:41,640
or they're sick and they need to get their goblet removed.

542
00:28:41,840 --> 00:28:42,840
Legit cases there.

543
00:28:42,840 --> 00:28:44,080
You turn your store off.

544
00:28:44,080 --> 00:28:45,400
You don't move your hand.

545
00:28:45,600 --> 00:28:46,640
They have that option.

546
00:28:46,840 --> 00:28:48,040
They have that option.

547
00:28:48,040 --> 00:28:50,600
But most people opt the other way because they can still get sales.

548
00:28:50,600 --> 00:28:51,880
Customer doesn't know any better.

549
00:28:52,080 --> 00:28:56,480
But I got a funny eBay or I'm sorry, Amazon story.

550
00:28:56,680 --> 00:28:59,800
Guy, my other group, I'm not going to say his name, respect his privacy,

551
00:29:00,000 --> 00:29:02,840
but he told me a very hilarious story about Amazon.

552
00:29:03,040 --> 00:29:05,080
He does a lot of merchants

553
00:29:05,280 --> 00:29:09,360
and he had an issue with flooding and all of his packages.

554
00:29:09,560 --> 00:29:10,440
Well, it got flooded.

555
00:29:10,640 --> 00:29:13,000
His whole his whole area got flooded.

556
00:29:13,200 --> 00:29:15,920
So he called Amazon, explained the situation.

557
00:29:15,920 --> 00:29:17,520
I think it had to do with the hurricane.

558
00:29:17,520 --> 00:29:20,000
And they're like, we don't care.

559
00:29:20,200 --> 00:29:22,480
And you ship your packages.

560
00:29:22,680 --> 00:29:23,720
And like, well, I can't.

561
00:29:23,920 --> 00:29:26,120
They've been water damaged.

562
00:29:26,320 --> 00:29:27,880
Amazon still doesn't care.

563
00:29:28,080 --> 00:29:30,760
And they actually had him write

564
00:29:30,960 --> 00:29:34,920
a thing after he missed the shipping window because he refused to ship those

565
00:29:35,120 --> 00:29:38,360
out as he should, and they had him write a thing after that.

566
00:29:38,560 --> 00:29:42,920
After all the feedback rolled in that how he would not have that happen again.

567
00:29:43,120 --> 00:29:45,560
He's thinking to himself, I cannot control the weather,

568
00:29:45,560 --> 00:29:47,040
but I'm going to do what Amazon says.

569
00:29:47,040 --> 00:29:48,480
So he wrote it up. They accepted it.

570
00:29:48,680 --> 00:29:50,040
He moved on with this business.

571
00:29:50,240 --> 00:29:55,120
But in my mind, it's like, come on, you can't control the weather in that

572
00:29:55,320 --> 00:29:57,840
situation and Amazon doesn't care. They don't care.

573
00:29:57,840 --> 00:29:59,280
You ship those packages.

574
00:29:59,480 --> 00:30:01,840
Would he have been better off to have shipped them?

575
00:30:02,040 --> 00:30:04,120
Question mark. I don't think so.

576
00:30:04,320 --> 00:30:08,400
The kind of feedback you would have gotten if he had, I think, would have been way

577
00:30:08,400 --> 00:30:11,960
more damaging than while he just didn't ship the item kind of feedback.

578
00:30:12,160 --> 00:30:15,120
Yeah, it's they don't care.

579
00:30:15,120 --> 00:30:18,560
They have business expectations, regardless.

580
00:30:18,760 --> 00:30:23,760
If a twister comes and picks you up and you wake up in the land of Oz, they still

581
00:30:23,760 --> 00:30:27,200
expect you to call somebody that's not in the land of Oz to get your stuff shipped

582
00:30:27,400 --> 00:30:31,920
on time, right? Like if a tornado rolled through here and I had a big merchant

583
00:30:32,120 --> 00:30:35,760
operation going books are everywhere, maybe never see them again.

584
00:30:35,960 --> 00:30:36,920
And I call Amazon.

585
00:30:36,920 --> 00:30:38,640
I guarantee you they're going to tell me the same thing.

586
00:30:38,640 --> 00:30:40,600
Ship your packages. I'm like, I can't.

587
00:30:40,600 --> 00:30:41,760
I don't know where they are.

588
00:30:41,960 --> 00:30:43,440
The twister took them away.

589
00:30:43,440 --> 00:30:47,040
You need to be like the guy in the Twisters movie and he's his truck.

590
00:30:47,040 --> 00:30:50,560
What he does, he drives in a tornado and he's got like a button he hits.

591
00:30:50,760 --> 00:30:54,440
And it's got like drills that go underneath the truck to keep them.

592
00:30:54,640 --> 00:31:00,080
So you can drive into the tornado, drill your truck down, get your packages, ship

593
00:31:00,280 --> 00:31:02,680
all the books are in little chains.

594
00:31:02,880 --> 00:31:07,560
It's like it's crazy when we have the conversation, right?

595
00:31:07,560 --> 00:31:12,080
Like Amazon expects you to ship it no matter what, no matter what, no matter what.

596
00:31:12,080 --> 00:31:15,640
But there's no there's no excuses that's going to suffice.

597
00:31:15,840 --> 00:31:17,040
They're not even excuses.

598
00:31:17,040 --> 00:31:19,160
They're legitimate things that life happens.

599
00:31:19,160 --> 00:31:20,280
We all know life happens.

600
00:31:20,480 --> 00:31:22,880
But they still say, hey, this is what we expect.

601
00:31:23,080 --> 00:31:27,320
No matter what you got going on, here's what we need you to do for us.

602
00:31:27,520 --> 00:31:31,200
And it's it's all a balancing act when it comes to.

603
00:31:31,400 --> 00:31:33,480
Keeping a customer satisfied, not getting

604
00:31:33,680 --> 00:31:37,080
bent out of shape about feedback and understanding that the customers are

605
00:31:37,280 --> 00:31:41,480
the reason we have the business as we do, I wish I could just be like, hey,

606
00:31:41,480 --> 00:31:44,400
you know, for the people that leave me the negative feedback, so she can be like,

607
00:31:44,400 --> 00:31:45,920
hey, you know, you suck, too, right?

608
00:31:45,920 --> 00:31:47,360
Like you called me a jerk.

609
00:31:47,360 --> 00:31:48,360
No, you're a jerk.

610
00:31:48,360 --> 00:31:52,160
Like, I don't care that your kid didn't get the Lion King to second this.

611
00:31:52,360 --> 00:31:55,240
Like I made a mistake and we make mistakes.

612
00:31:55,240 --> 00:31:56,240
Nobody's perfect.

613
00:31:56,440 --> 00:31:58,160
You can try to be as perfect as you want.

614
00:31:58,160 --> 00:31:59,520
And that's another thing.

615
00:31:59,720 --> 00:32:01,640
You're always going to sooner or later,

616
00:32:01,640 --> 00:32:04,920
you're going to get jammed up with somebody that's not going to think what you did is

617
00:32:05,120 --> 00:32:09,160
perfect so you can try your damnedest to be like, I'm going to pack things perfectly.

618
00:32:09,160 --> 00:32:10,600
I'm going to overdo everything.

619
00:32:10,600 --> 00:32:12,440
So I never get a negative feedback.

620
00:32:12,640 --> 00:32:15,560
It might work for a while, but sooner or later you're going to get one.

621
00:32:15,760 --> 00:32:20,240
And how you handle it is it's huge to like the mindset of the business.

622
00:32:20,440 --> 00:32:25,360
Like you just I don't know, dude, like when you were heavy into eBay,

623
00:32:25,560 --> 00:32:28,280
I mean, have you ever gotten you've gotten negative feedback?

624
00:32:28,280 --> 00:32:30,160
So you've called to get them removed, right?

625
00:32:30,360 --> 00:32:32,400
I've gotten them removed with a few I've gotten.

626
00:32:32,600 --> 00:32:36,480
So as far as what's reflected on the Internet, perfect score didn't go

627
00:32:36,680 --> 00:32:39,240
my permanent record McFly. Yeah, yeah.

628
00:32:39,240 --> 00:32:42,600
It's like you get pulled over into cops like, well, Mr.

629
00:32:42,800 --> 00:32:45,360
Johnny, I see you got a negative feedback on eBay.

630
00:32:45,560 --> 00:32:47,600
You're definitely getting this ticket.

631
00:32:47,800 --> 00:32:51,080
Yeah, I mean, it's a arduous process.

632
00:32:51,280 --> 00:32:54,400
And again, you have to justify it to eBay on why.

633
00:32:54,600 --> 00:32:56,880
But it's gotten harder because today

634
00:32:56,880 --> 00:32:59,720
mainly eBay saying, well, that's the customer experience.

635
00:32:59,920 --> 00:33:01,040
So that's hardball now.

636
00:33:01,240 --> 00:33:04,120
Like, how can you fight a customer experience?

637
00:33:04,320 --> 00:33:08,880
That's the experience they had tends to be the marching band mantra

638
00:33:08,880 --> 00:33:10,800
of what eBay saying these days.

639
00:33:11,000 --> 00:33:12,160
Can you still do it?

640
00:33:12,360 --> 00:33:15,760
Yes, but it is nightmarishly hard to do.

641
00:33:15,960 --> 00:33:18,720
Like you've got to prove that they are

642
00:33:18,920 --> 00:33:22,400
misinformed somehow some way

643
00:33:22,600 --> 00:33:24,200
and.

644
00:33:24,400 --> 00:33:29,000
You have evidence somehow some way like you got to matlock your way in convincing

645
00:33:29,200 --> 00:33:35,680
the customer that they are wrong and you got to trick them essentially.

646
00:33:35,880 --> 00:33:38,000
I have to deal with the customer and I shall be right back.

647
00:33:38,000 --> 00:33:42,320
All right. Well, I mean, I think with eBay, with the feedback,

648
00:33:42,520 --> 00:33:47,480
if you have to get it removed and go through all the hoops and steps.

649
00:33:47,680 --> 00:33:49,800
I think eBay should be more reasonable,

650
00:33:49,800 --> 00:33:53,400
I guess, with the sellers, because it is the individual person packing

651
00:33:53,600 --> 00:33:57,600
the item and you can prove it. The big difference with Amazon is Amazon

652
00:33:57,800 --> 00:34:01,240
accepts the fact that they like pack and ship all of our items.

653
00:34:01,440 --> 00:34:04,600
So I guess it works for sellers because

654
00:34:04,600 --> 00:34:08,160
if Amazon's handling everything, then we can automatically get it

655
00:34:08,160 --> 00:34:09,960
struck through, right. It's automatic.

656
00:34:10,160 --> 00:34:14,000
But eBay kind of sees it from the other side is, well, you guys are handling

657
00:34:14,200 --> 00:34:16,760
everything, you girls are handling everything.

658
00:34:16,960 --> 00:34:19,520
So then it's going to be harder to get the

659
00:34:19,520 --> 00:34:24,000
feedback removed because you as a seller, you are in charge of start to finish

660
00:34:24,200 --> 00:34:28,040
the photos, the product, the shipping, everything.

661
00:34:28,240 --> 00:34:32,720
But in Amazon, they say, OK, well, we're in charge of the photos and the catalog.

662
00:34:32,720 --> 00:34:34,440
Right. We're in charge of shipping it.

663
00:34:34,440 --> 00:34:37,960
And in a timely manner, getting the pack, getting the sent out to you,

664
00:34:38,160 --> 00:34:40,880
getting it to you within prime, which is two days.

665
00:34:41,080 --> 00:34:42,960
We all know Amazon gets backed up.

666
00:34:43,160 --> 00:34:45,040
Some things take a lot longer than two days.

667
00:34:45,240 --> 00:34:46,920
So when we do get a negative feedback,

668
00:34:47,120 --> 00:34:52,000
even if it's something that we did miss, right, like I had the disk that I didn't

669
00:34:52,200 --> 00:34:56,840
check and I was missing the second disk or I put the other DVD inside the case,

670
00:34:57,040 --> 00:35:00,360
they still just accept the fact that, OK, well, this is our responsibility.

671
00:35:00,480 --> 00:35:03,120
So we're not going to fight with the sellers that have feedback removed.

672
00:35:03,120 --> 00:35:06,720
We're just going to strike everything out and say, hey, we take responsibility.

673
00:35:06,920 --> 00:35:08,720
But on eBay, they see it as well.

674
00:35:08,920 --> 00:35:10,120
You took the photos.

675
00:35:10,160 --> 00:35:11,440
You made the description.

676
00:35:11,440 --> 00:35:12,840
You packed it to the customer.

677
00:35:12,840 --> 00:35:14,120
You shipped it to the customer.

678
00:35:14,240 --> 00:35:16,000
So if you get a negative feedback,

679
00:35:16,200 --> 00:35:20,400
we're going to be more of a pain in your side than we otherwise would be.

680
00:35:20,600 --> 00:35:22,200
I think it is justified.

681
00:35:22,400 --> 00:35:26,760
And sure, for every scammer, there's ninety nine people that aren't scamming.

682
00:35:26,960 --> 00:35:31,200
But either way, I don't think I think there's so many more productive things

683
00:35:31,200 --> 00:35:34,840
you can worry about in your business, especially the eBay business,

684
00:35:35,040 --> 00:35:39,080
than just worrying about, oh, my feedback, my feedback rating, my feedback rating,

685
00:35:39,280 --> 00:35:42,800
my feedback rate. I think it honestly, you know, even an eBay

686
00:35:43,000 --> 00:35:45,000
and if I list something, I get negative feedback.

687
00:35:45,200 --> 00:35:48,160
I'm not going to lose an ounce of sleep and I rarely get feedback.

688
00:35:48,200 --> 00:35:52,000
And I would just challenge somebody to just do more productive things and, hey,

689
00:35:52,200 --> 00:35:55,040
accept the fact that this is the way eBay is going.

690
00:35:55,240 --> 00:35:59,240
And unfortunately, if you don't like it, there's the door.

691
00:35:59,240 --> 00:36:04,040
It's shameless. Suck it up, buttercuck or go sell on Macari and get less sales.

692
00:36:04,160 --> 00:36:05,160
That's all it comes down to.

693
00:36:05,160 --> 00:36:08,120
If you don't like the platform and how they handle your feedback and you're

694
00:36:08,320 --> 00:36:12,280
going to be that much of a big whiny baby about getting a negative feedback,

695
00:36:12,480 --> 00:36:14,160
here you go. You can go sell.

696
00:36:14,360 --> 00:36:17,640
Come to Amazon, from the Amazon land where you're going to get returns.

697
00:36:17,840 --> 00:36:20,080
The return rate on Amazon is ninety nine percent.

698
00:36:20,080 --> 00:36:21,320
You never make any money.

699
00:36:21,320 --> 00:36:24,400
But hey, your feedback can be 100 percent because you can get everything struck

700
00:36:24,600 --> 00:36:27,400
through. You want money or you want feedback?

701
00:36:27,400 --> 00:36:31,360
Yeah, I mean, I'm going to go with the money.

702
00:36:31,560 --> 00:36:34,840
Honestly, I just like money.

703
00:36:35,040 --> 00:36:37,760
Yeah, I can't harken enough.

704
00:36:37,960 --> 00:36:39,360
Do not take the feedback personally.

705
00:36:39,560 --> 00:36:41,800
You don't even worry about it if you're on Amazon.

706
00:36:42,000 --> 00:36:45,880
But if you're on eBay, it's a little bit more impactful because you work really

707
00:36:46,080 --> 00:36:50,440
hard, you work a lot of hours and the work involved.

708
00:36:50,440 --> 00:36:51,720
You're a little bit more closer to it

709
00:36:51,720 --> 00:36:54,840
versus just chucking it in a box and sitting on its merry way to Amazon.

710
00:36:54,840 --> 00:36:56,040
You took photos of this thing.

711
00:36:56,040 --> 00:36:58,880
You looked at this thing probably as you were listing it.

712
00:36:59,080 --> 00:37:01,200
So you're a little bit more attached to the item.

713
00:37:01,200 --> 00:37:03,480
You think you did a good job, but you missed something.

714
00:37:03,680 --> 00:37:09,800
And out of the one out of a thousand things you missed and that one sells and then

715
00:37:10,000 --> 00:37:13,480
feedback happens and you're in the wrong because you missed something.

716
00:37:13,680 --> 00:37:15,560
It's hard not to be snarky with it.

717
00:37:15,560 --> 00:37:16,920
It's hard not to take it personally.

718
00:37:16,920 --> 00:37:20,120
It's hard not to feel bad because I work so hard.

719
00:37:20,320 --> 00:37:22,760
I self defeated myself kind of deal.

720
00:37:22,760 --> 00:37:29,960
So just go with the program and move on and continue listing more items, essentially.

721
00:37:29,960 --> 00:37:31,520
Fight the good fight if you're able to.

722
00:37:31,720 --> 00:37:35,240
If you're not, just take it on the chin and move forward.

723
00:37:35,440 --> 00:37:39,280
I'm going to put you in the hot seat since you're you're my eBay guy and you deal

724
00:37:39,480 --> 00:37:43,920
with all eBay sellers, so we'll see if you're going to lose any friends over this.

725
00:37:44,120 --> 00:37:49,960
My goal is to have you lose all your eBay friends just by hot topics on eBay.

726
00:37:49,960 --> 00:37:54,280
So if you are responsible for photos, descriptions, packing, shipping,

727
00:37:54,480 --> 00:37:57,760
making sure it gets to the customer in a timely manner on eBay,

728
00:37:57,960 --> 00:38:04,800
you think eBay's new system of not removing negative feedbacks is justified.

729
00:38:06,120 --> 00:38:08,280
That's interesting.

730
00:38:08,560 --> 00:38:10,120
I think.

731
00:38:11,080 --> 00:38:17,160
If they didn't have that customer experience in there, it would be if it's legit

732
00:38:17,160 --> 00:38:20,720
and they're playing hardball like you made a mistake, we're putting it on your

733
00:38:20,920 --> 00:38:25,520
permanent record fine, and I think eBay would actually be a little bit more.

734
00:38:25,720 --> 00:38:30,240
Transparent, easier to read on a good seller versus a bad seller in that regard

735
00:38:30,240 --> 00:38:32,840
versus before you can make tons of mistakes and get them.

736
00:38:32,880 --> 00:38:34,800
You can go agent shopping, get them removed.

737
00:38:35,000 --> 00:38:37,720
So I think in that respect, it would be a fantastic thing.

738
00:38:37,720 --> 00:38:39,200
The fact that they have the customer

739
00:38:39,400 --> 00:38:43,560
experience there and the customer experience could be whatever they can pull

740
00:38:43,760 --> 00:38:47,040
out of their willy nilly head makes it kind of irrelevant.

741
00:38:47,040 --> 00:38:48,840
It's kind of a wash in that regard,

742
00:38:49,040 --> 00:38:52,520
and it makes good sellers look more bad than they should, in my opinion.

743
00:38:52,720 --> 00:38:56,600
So I don't think their current feedback under the current feedback policy and

744
00:38:56,800 --> 00:39:01,280
system, I don't think it's great, so I can't really endorse it fully.

745
00:39:01,480 --> 00:39:04,880
But it's better than it was.

746
00:39:05,080 --> 00:39:07,600
And eBay.

747
00:39:07,800 --> 00:39:10,320
Sellers had to pay a little bit more attention, I think.

748
00:39:10,520 --> 00:39:12,320
Yeah, and maybe they should have like

749
00:39:12,320 --> 00:39:17,480
a late night court show with eBay sellers that try to plead their case to get the

750
00:39:17,480 --> 00:39:20,800
feedback removed, right? Like we got them like the Zoom call and it's like the

751
00:39:21,000 --> 00:39:24,640
customer and it's the seller and we're going to find out today whether or not

752
00:39:24,840 --> 00:39:29,760
this feedback is going to be removed because I mean, honestly, I think.

753
00:39:29,960 --> 00:39:30,920
All right. Here's another one for you.

754
00:39:30,920 --> 00:39:34,320
Do you think eBay cares more about their customers or their sellers?

755
00:39:34,520 --> 00:39:35,720
I already answered earlier is the

756
00:39:35,720 --> 00:39:39,160
customers because the customers got the money, the sellers just have the items.

757
00:39:39,160 --> 00:39:43,200
You need both, but who's giving the actual dollar bills?

758
00:39:43,200 --> 00:39:44,560
It's going to be the customer.

759
00:39:44,560 --> 00:39:45,080
I'm sorry.

760
00:39:45,280 --> 00:39:48,360
I don't care what kind of subscription model eBay has.

761
00:39:48,560 --> 00:39:53,360
That is dwarfed by the amount of dollars a customer will spend on an annual basis

762
00:39:53,560 --> 00:39:55,920
with eBay. Yeah, I agree, because think about it.

763
00:39:55,920 --> 00:39:58,960
Right. You see the eBay commercials and I've been seeing a lot of these lately.

764
00:39:59,160 --> 00:40:01,320
The eBay clothing commercial.

765
00:40:01,520 --> 00:40:06,160
They pay to promote people to come to their site to shop, not to sell.

766
00:40:06,160 --> 00:40:10,040
Right. They don't say, hey, come sell on eBay and make all this money.

767
00:40:10,040 --> 00:40:12,560
They say, hey, come shop on our site and buy things.

768
00:40:12,760 --> 00:40:16,480
Customers are what matters at the end of the day.

769
00:40:16,680 --> 00:40:20,200
And believe it or not, a lot of sellers can go away on these platforms

770
00:40:20,200 --> 00:40:22,240
and these platforms wouldn't lose no sleep.

771
00:40:22,440 --> 00:40:23,160
You think they care?

772
00:40:23,360 --> 00:40:28,440
A lot of these platforms have a small group of mega sellers that produce

773
00:40:28,440 --> 00:40:29,720
the majority of the sales.

774
00:40:29,720 --> 00:40:31,480
It's kind of like the business idea where,

775
00:40:31,680 --> 00:40:35,600
you know, 99 percent of your money comes from 20 percent of your inventory or

776
00:40:35,600 --> 00:40:38,480
whatever the analogy is when it comes to the money.

777
00:40:38,680 --> 00:40:41,200
I think it's the same way with the sellers.

778
00:40:41,400 --> 00:40:46,600
I think the platforms have a small group of super mega sellers that make the

779
00:40:46,600 --> 00:40:48,040
majority of the money on the site.

780
00:40:48,240 --> 00:40:52,040
And yes, there's a lot of other little trickle down sellers like me and you and

781
00:40:52,240 --> 00:40:55,720
people that do this hobby part time, full time.

782
00:40:55,920 --> 00:40:57,960
They could care less.

783
00:40:58,160 --> 00:41:00,960
I was listening to a interesting book

784
00:41:01,160 --> 00:41:05,040
podcast, well, it was more of a video, it wasn't a podcast, but

785
00:41:05,040 --> 00:41:09,360
he was talking about how he has a gigantic store and a lot of inventory.

786
00:41:09,560 --> 00:41:13,720
And his back in the days, other bookseller friends went the other route.

787
00:41:13,920 --> 00:41:16,320
They went the luxury antiquarian books.

788
00:41:16,520 --> 00:41:17,120
You know what?

789
00:41:17,320 --> 00:41:19,200
He's still in business and they're gone.

790
00:41:19,400 --> 00:41:21,760
So to your point of huge mega sellers,

791
00:41:21,960 --> 00:41:26,440
I think huge mega sellers is the play versus your smaller really care.

792
00:41:26,640 --> 00:41:31,520
Two hundred dollar items do I think a because there's plenty of rare antique

793
00:41:31,520 --> 00:41:32,960
bookstores that are still around today.

794
00:41:33,160 --> 00:41:34,080
Sure.

795
00:41:34,080 --> 00:41:37,400
But by and large, it's a harder game, I think, for those guys to play than your

796
00:41:37,400 --> 00:41:41,080
volume sellers and the amount of money a volume seller is going to get is going to

797
00:41:41,080 --> 00:41:44,480
be amazing. Like, I don't even want to know how much half price books makes.

798
00:41:44,680 --> 00:41:45,440
I don't want to know.

799
00:41:45,640 --> 00:41:50,320
And they're brick and mortar or how much money

800
00:41:50,520 --> 00:41:54,360
the buyback your book programs make, how much money are those guys clearing?

801
00:41:54,560 --> 00:41:58,160
Honestly, it hurts my feelings because I'm not there.

802
00:41:58,360 --> 00:42:00,000
Yeah, it is true, though.

803
00:42:00,000 --> 00:42:04,400
Right. You have to cater to the platforms have to cater.

804
00:42:04,600 --> 00:42:09,520
And think about it from, say, you listening out there had a reselling platform

805
00:42:09,720 --> 00:42:15,320
and 10 percent of your sellers accounted for 90 percent of the sales on your

806
00:42:15,520 --> 00:42:19,400
platform. Well, then they should get 90 percent of your attention.

807
00:42:19,480 --> 00:42:22,640
And then the other 90 percent of sellers should only get 10 percent of your

808
00:42:22,840 --> 00:42:26,280
attention. And that's the reality of the reselling platforms.

809
00:42:26,480 --> 00:42:28,320
And you can be as big as you want.

810
00:42:28,320 --> 00:42:29,400
You can be as small as you want.

811
00:42:29,400 --> 00:42:33,480
As long as you accept the fact you are who you are, you'll be fine either way.

812
00:42:33,480 --> 00:42:36,760
You're the person doesn't care about the customer or the feedback.

813
00:42:36,960 --> 00:42:37,960
You'll be OK.

814
00:42:37,960 --> 00:42:39,840
You're the person wants to use stock photos.

815
00:42:40,040 --> 00:42:42,120
You'll be OK as long as you can sleep at night.

816
00:42:42,320 --> 00:42:46,040
No, I'm I get a feedback that says book wasn't as described.

817
00:42:46,240 --> 00:42:48,440
Who cares? Just keep keep.

818
00:42:48,640 --> 00:42:53,600
I don't know. It's it's hard for me because I come off like I am.

819
00:42:53,800 --> 00:42:55,880
I don't come off. I I could care less.

820
00:42:55,880 --> 00:42:58,600
Like I straight up could care less if I get a negative feedback.

821
00:42:58,600 --> 00:43:01,720
Johnny, like it's it's it's 100 percent.

822
00:43:01,920 --> 00:43:03,480
It's a laughable line.

823
00:43:03,480 --> 00:43:07,200
I'm going to go read when I see that I have a negative feedback versus it being

824
00:43:07,400 --> 00:43:10,560
like, oh, my God, like, what am I going to do?

825
00:43:10,760 --> 00:43:15,160
Or like, oh, it's I just have a different right in this.

826
00:43:15,360 --> 00:43:17,040
You can't be. We're company men.

827
00:43:17,040 --> 00:43:18,760
We have to do what the company says.

828
00:43:18,960 --> 00:43:21,560
If the company says click the button to make it go away.

829
00:43:21,560 --> 00:43:24,320
Well, you and I are going to click the button to make it go away.

830
00:43:24,520 --> 00:43:26,200
We're not going to go out of our way to.

831
00:43:26,200 --> 00:43:30,360
Hey, customer, I know that book you sent didn't have a dust jacket,

832
00:43:30,360 --> 00:43:32,560
even though my condition is to clear, said, go ahead and send it.

833
00:43:32,560 --> 00:43:35,520
We don't play that game because we have an ability to make it go away.

834
00:43:35,720 --> 00:43:39,600
Amazon embraces this because they want quick customer service.

835
00:43:39,800 --> 00:43:40,840
They want it resolved.

836
00:43:41,040 --> 00:43:42,760
They don't want it long and drawn out.

837
00:43:42,760 --> 00:43:44,760
So it's kind of like customer support metrics.

838
00:43:44,760 --> 00:43:48,120
When you call in customer support, they want to get you off that phone as quickly

839
00:43:48,120 --> 00:43:50,040
as you can. It's all about the turnover rate.

840
00:43:50,240 --> 00:43:52,440
And you know what? If we're going to work with that company,

841
00:43:52,440 --> 00:43:54,240
we got to play by that company's rules.

842
00:43:54,240 --> 00:43:55,640
We can't fight the good fight.

843
00:43:55,640 --> 00:43:58,640
We are on a moral quest of rightness.

844
00:43:58,840 --> 00:44:01,080
We are in a moral quest of making money.

845
00:44:01,080 --> 00:44:04,120
And if the company says turn it over, we're going to turn it over.

846
00:44:04,560 --> 00:44:08,880
Yeah, you're right. And I think reselling people make it a lot more personal than

847
00:44:09,080 --> 00:44:13,480
it has to be. And I think the idea that me and you have detached any type

848
00:44:13,680 --> 00:44:20,520
of emotional connection to the products we sell is one of the attributing factors

849
00:44:20,520 --> 00:44:23,240
that we've gone to the point where we're at with our businesses,

850
00:44:23,240 --> 00:44:26,440
because it's not personal, right? Like it is what it is.

851
00:44:26,840 --> 00:44:29,560
They're just things we throw labels on and put them in a box.

852
00:44:29,560 --> 00:44:31,400
And some of them come back.

853
00:44:31,400 --> 00:44:33,360
Some of them don't. Most of them don't come back.

854
00:44:33,360 --> 00:44:34,920
Some of them do. We get feedback.

855
00:44:34,920 --> 00:44:38,640
Who cares? You keep moving, go find more products, list more products,

856
00:44:38,880 --> 00:44:41,440
make more money. Feedback just doesn't play a part.

857
00:44:41,440 --> 00:44:43,360
And the customer is always right. I don't care.

858
00:44:43,440 --> 00:44:47,400
I don't care if you sent them a brand new, perfectly sealed, guaranteed,

859
00:44:47,400 --> 00:44:50,080
sealed widget, no matter what it is.

860
00:44:50,320 --> 00:44:52,360
And no stamp of approval kind of deal.

861
00:44:52,360 --> 00:44:56,360
Yeah. Right. Like I think about people because eBay has the like

862
00:44:56,880 --> 00:44:59,160
like where they rarefied like authenticity.

863
00:44:59,440 --> 00:45:03,160
Yeah. Yeah. So like you sell in that category like shoes, right?

864
00:45:03,160 --> 00:45:05,120
You sell the thousand dollar pair of shoes.

865
00:45:05,360 --> 00:45:07,880
Someone orders a size nine. Right.

866
00:45:08,080 --> 00:45:09,720
It gets goes to eBay.

867
00:45:09,920 --> 00:45:13,920
They pay somebody to authenticate it, goes to the customer and you still get

868
00:45:13,920 --> 00:45:16,360
returns, right? You did everything right.

869
00:45:16,400 --> 00:45:19,920
And the feedback could say, hey, you know, these didn't seem legitimate.

870
00:45:20,320 --> 00:45:21,440
What are you going to do about it?

871
00:45:21,440 --> 00:45:23,400
It's not like you're going to you.

872
00:45:23,400 --> 00:45:24,640
Are you going to get the money anyway?

873
00:45:24,640 --> 00:45:27,680
It's not like you're going to call eBay and be like, hey, I was right.

874
00:45:27,680 --> 00:45:30,560
I still want that thousand dollars for them shoes.

875
00:45:30,560 --> 00:45:32,040
They're going to tell you to go pay on sand.

876
00:45:32,040 --> 00:45:33,520
They're going to they won't even tell you that.

877
00:45:33,520 --> 00:45:35,480
So just hang up the phone on you, because that's what I would do.

878
00:45:35,840 --> 00:45:37,200
Uh huh. Exactly.

879
00:45:37,200 --> 00:45:41,240
This is we got to play by their rules and whatever the rules say,

880
00:45:41,240 --> 00:45:42,680
we got to do essentially.

881
00:45:44,120 --> 00:45:48,040
And again, I mean, I like I read that one feedback earlier.

882
00:45:48,040 --> 00:45:49,880
Like I felt I was a little bothered by that.

883
00:45:49,880 --> 00:45:53,960
I felt bad for this story that wasn't even a factor of my business brain.

884
00:45:53,960 --> 00:45:56,440
But I can imagine the story playing out here.

885
00:45:56,440 --> 00:45:59,560
Friend, he opens his birthday gift and it's got the stuff in there.

886
00:45:59,560 --> 00:46:01,000
And he's all sad, right?

887
00:46:01,160 --> 00:46:04,040
That's a sad story that is legitimately sad.

888
00:46:04,360 --> 00:46:08,360
And I played a part in that in the grand scheme of being a company man.

889
00:46:08,400 --> 00:46:11,040
But again, I got to move on.

890
00:46:11,080 --> 00:46:12,160
I can't dwell on it.

891
00:46:12,160 --> 00:46:13,400
I can't try to resolve it.

892
00:46:13,400 --> 00:46:16,480
There's no I don't even think there's a way for me to resolve it on FBA.

893
00:46:17,680 --> 00:46:19,480
And I just click the button and move on.

894
00:46:19,480 --> 00:46:20,760
Got struck through, right?

895
00:46:20,760 --> 00:46:22,600
I don't it's a body ties.

896
00:46:22,600 --> 00:46:24,840
There's not even another human being checking these things.

897
00:46:25,000 --> 00:46:27,880
It's running its parameter script and it's going, yes, no.

898
00:46:28,120 --> 00:46:30,520
And majority of the time, it's yes, strike it through.

899
00:46:31,000 --> 00:46:35,720
I think there should be something like in order to get a refund,

900
00:46:35,720 --> 00:46:39,240
I bet a lot of these sucker crybaby resellers would like this.

901
00:46:39,240 --> 00:46:41,720
I did in order to get a refund for one of my products.

902
00:46:41,800 --> 00:46:45,320
I need a five paragraph essay explaining exactly why.

903
00:46:45,320 --> 00:46:48,360
And if your story isn't doesn't make me shed a tear,

904
00:46:48,360 --> 00:46:51,320
then you're not getting a refund because that's what a lot of this stuff is.

905
00:46:51,320 --> 00:46:55,000
People some people feel like they got to leave like this crazy story

906
00:46:55,400 --> 00:47:00,680
or like this crazy reason why just to get a refund when it's just you just hit

907
00:47:00,680 --> 00:47:02,600
refund and it's going through. Right.

908
00:47:02,600 --> 00:47:03,640
It's this idea.

909
00:47:03,640 --> 00:47:07,160
The same thing with eBay sellers that have no refunds turned on.

910
00:47:07,400 --> 00:47:11,240
Like you think just because you got no refunds turned on and a customer has an

911
00:47:11,240 --> 00:47:15,800
issue with the product that eBay is going to be like, unfortunately customer,

912
00:47:15,960 --> 00:47:17,240
we're not going to side with you.

913
00:47:17,240 --> 00:47:19,800
No, eBay is going to say, here's your refund.

914
00:47:20,040 --> 00:47:22,760
Here you go seller that says you have no refunds.

915
00:47:22,760 --> 00:47:25,160
We're still taking that money back out of your account.

916
00:47:26,120 --> 00:47:30,040
And it's funny on Amazon, I'm pretty sure.

917
00:47:30,760 --> 00:47:34,760
And if you call in as a customer and ask for a refund or an exchange,

918
00:47:34,760 --> 00:47:35,880
they'll do it for you.

919
00:47:35,880 --> 00:47:40,360
So they're they're like, okay, seller, you click your button and move on.

920
00:47:40,360 --> 00:47:42,360
Okay, buyer, you've called in.

921
00:47:42,360 --> 00:47:44,680
Now here's your money problem solved.

922
00:47:44,920 --> 00:47:46,760
Again, they're all about that quick turnover.

923
00:47:46,760 --> 00:47:48,760
They're going to resolve it, resolve it, resolve it.

924
00:47:48,760 --> 00:47:53,000
They don't got time to mess around and analyze and again, do some Matlock murder.

925
00:47:53,000 --> 00:47:55,640
She wrote Colombo detective stuff.

926
00:47:55,640 --> 00:47:56,840
No time for that.

927
00:47:56,840 --> 00:48:00,840
They're running a evil billionaire empire that I'm glad to be a part of.

928
00:48:03,640 --> 00:48:04,920
Oh, that's so true.

929
00:48:04,920 --> 00:48:08,040
Why do you think Amazon has their own delivery drivers?

930
00:48:08,040 --> 00:48:10,200
Because USPS sucks.

931
00:48:10,200 --> 00:48:13,640
So we want to get ourselves to the customer in two days.

932
00:48:13,640 --> 00:48:18,120
So the customer comes back, signs up for our subscription,

933
00:48:18,120 --> 00:48:20,920
buys an infinite amount of stuff with money they can't afford,

934
00:48:20,920 --> 00:48:23,000
just click on the buy now button.

935
00:48:23,000 --> 00:48:25,800
It is a magical thing when you focus on the customer.

936
00:48:26,280 --> 00:48:27,480
Look what happens.

937
00:48:27,480 --> 00:48:29,240
You say, hey, we don't care.

938
00:48:29,240 --> 00:48:30,760
You get your stuff.

939
00:48:30,760 --> 00:48:33,400
They got these facilities in these large cities.

940
00:48:33,400 --> 00:48:34,920
You order within an hour.

941
00:48:34,920 --> 00:48:37,800
It's at your front door because the customer is what matters.

942
00:48:38,280 --> 00:48:38,600
Right.

943
00:48:38,600 --> 00:48:40,840
I think up until recently, it was free returns to Amazon.

944
00:48:40,840 --> 00:48:44,600
I think they take a 5% restock fee from the customer these days,

945
00:48:44,600 --> 00:48:45,560
but I'm going to give you one.

946
00:48:45,560 --> 00:48:47,560
I don't know if I've talked about this before,

947
00:48:47,560 --> 00:48:53,080
but Amazon owns Audible and they give you a token to try it out.

948
00:48:53,080 --> 00:48:55,080
However, for any reason you could think of,

949
00:48:55,080 --> 00:48:56,680
if you call in, say, I didn't like the book,

950
00:48:56,680 --> 00:48:58,440
they'll give you another free token.

951
00:48:58,440 --> 00:49:02,600
So you can, in theory, listen to infinite audio books.

952
00:49:03,320 --> 00:49:06,600
Now, whether you want to sacrifice your moral integrity to do that,

953
00:49:06,600 --> 00:49:07,640
that's up to you.

954
00:49:07,640 --> 00:49:09,960
I'm not here to play judge, jury, executioner.

955
00:49:09,960 --> 00:49:11,160
That's Amazon.

956
00:49:11,160 --> 00:49:12,680
But apparently, if they're cool with it,

957
00:49:12,680 --> 00:49:14,520
well, I guess they're cool with it.

958
00:49:14,520 --> 00:49:15,160
I don't know.

959
00:49:15,160 --> 00:49:16,360
I don't know if you could still do that,

960
00:49:16,360 --> 00:49:18,840
but you used to be able to do that if you were that way.

961
00:49:19,400 --> 00:49:23,080
And I don't know if they made money or lost money on their Audible program,

962
00:49:23,080 --> 00:49:24,200
but the fact that you could do that,

963
00:49:24,200 --> 00:49:26,040
and this is publicly known is the only reason I mentioned it.

964
00:49:26,680 --> 00:49:31,480
It's nothing that's hidden that the secret black hats don't want you to talk about.

965
00:49:31,480 --> 00:49:32,520
It's publicly known.

966
00:49:32,520 --> 00:49:33,320
It's on forums.

967
00:49:33,320 --> 00:49:35,960
There's plenty of YouTube things and articles about this whole thing.

968
00:49:35,960 --> 00:49:40,520
But that, again, Amazon focuses on the customer experience, just like that.

969
00:49:40,520 --> 00:49:42,760
Any complaint, any reason, you're right, customer.

970
00:49:42,760 --> 00:49:43,720
I agree.

971
00:49:43,720 --> 00:49:44,760
You know what, customer?

972
00:49:44,760 --> 00:49:45,560
You want your money back?

973
00:49:45,560 --> 00:49:46,200
Here you go.

974
00:49:46,200 --> 00:49:47,080
You want your token back?

975
00:49:47,080 --> 00:49:48,120
Here you go.

976
00:49:48,120 --> 00:49:49,880
Please continue to do business with us.

977
00:49:49,880 --> 00:49:51,160
That's what they're doing.

978
00:49:51,160 --> 00:49:53,000
Continue to do business with us.

979
00:49:53,000 --> 00:49:55,640
They aren't taking their business across the road to eBay.

980
00:49:55,640 --> 00:49:57,000
Well, some of them are.

981
00:49:57,000 --> 00:50:00,440
They're not taking their business across the road to Macari or whatever.

982
00:50:00,440 --> 00:50:04,680
They're, because of that, they're having repeat business with the customers.

983
00:50:04,680 --> 00:50:06,600
They want lifetime customers is what they're about.

984
00:50:06,600 --> 00:50:09,240
And the only way to do that is with customer service like that.

985
00:50:09,800 --> 00:50:10,280
Yeah.

986
00:50:10,280 --> 00:50:15,400
And I'm going to give up two real life examples of crazy Amazon returns.

987
00:50:16,520 --> 00:50:20,280
Deb bought vitamins probably like two or three months ago,

988
00:50:20,280 --> 00:50:25,000
and you can't return like groceries or vitamins or things like that.

989
00:50:25,000 --> 00:50:27,480
Well, she went to Amazon chat.

990
00:50:28,040 --> 00:50:29,800
One minute, money's back.

991
00:50:29,800 --> 00:50:31,480
Category, you can't get returns in.

992
00:50:31,480 --> 00:50:33,240
You're not supposed to be able to return things.

993
00:50:33,240 --> 00:50:35,240
One minute and that money's back.

994
00:50:35,240 --> 00:50:35,800
Right.

995
00:50:35,800 --> 00:50:39,400
So she had to keep it, but they're like, yo, you can take your money back, though.

996
00:50:39,400 --> 00:50:40,040
Yeah.

997
00:50:40,040 --> 00:50:40,600
That's it.

998
00:50:40,600 --> 00:50:41,240
Boom.

999
00:50:41,240 --> 00:50:41,800
Done.

1000
00:50:41,800 --> 00:50:42,680
Then you have to send it back.

1001
00:50:42,680 --> 00:50:43,240
Another one.

1002
00:50:43,240 --> 00:50:44,280
This is even a bigger one.

1003
00:50:44,280 --> 00:50:46,840
I talked about a YouTube video a few months ago.

1004
00:50:46,840 --> 00:50:49,800
My grandma got a hot tub off Amazon.

1005
00:50:50,840 --> 00:50:51,800
What's it decides?

1006
00:50:51,800 --> 00:50:53,240
I don't want the hot tub no more.

1007
00:50:53,240 --> 00:50:53,720
Right.

1008
00:50:53,720 --> 00:50:56,040
It was like, I think it was like four or five hundred dollar hot tub.

1009
00:50:56,600 --> 00:50:57,480
I'm going to return it.

1010
00:50:57,480 --> 00:50:59,000
It was like one of those inflatable ones.

1011
00:50:59,000 --> 00:50:59,240
Right.

1012
00:50:59,240 --> 00:51:01,400
So it's not like a huge wooden thing you got to put together.

1013
00:51:01,400 --> 00:51:02,200
OK.

1014
00:51:02,200 --> 00:51:06,680
It goes on Amazon, hits request refund, says refund approved.

1015
00:51:06,680 --> 00:51:07,480
Keep the product.

1016
00:51:08,200 --> 00:51:09,800
Keep the five hundred dollar hot tub.

1017
00:51:09,800 --> 00:51:11,320
I talked to her on the phone.

1018
00:51:11,320 --> 00:51:14,040
She's like, Mike, I'm sitting out here in my free hot tub today.

1019
00:51:14,040 --> 00:51:16,440
I still got my five hundred dollars.

1020
00:51:16,440 --> 00:51:18,040
That is Amazon.

1021
00:51:18,040 --> 00:51:23,080
That is why they are the biggest platform in the universe and never will be touched

1022
00:51:23,080 --> 00:51:24,280
by anybody else.

1023
00:51:24,280 --> 00:51:24,920
Right.

1024
00:51:24,920 --> 00:51:26,440
Thank you, ma'am.

1025
00:51:26,440 --> 00:51:28,440
You know what's going to happen?

1026
00:51:28,440 --> 00:51:31,000
She's going to tell all her friends, I got a free hot tub.

1027
00:51:31,000 --> 00:51:32,920
Amazon and you can't.

1028
00:51:33,480 --> 00:51:34,440
Well, they did.

1029
00:51:34,440 --> 00:51:37,560
They literally bought that free that advertising for them.

1030
00:51:37,560 --> 00:51:40,600
You should go on Amazon and see what you can do, too.

1031
00:51:40,600 --> 00:51:44,920
They're going to talk it up because they had a great experience as a customer.

1032
00:51:44,920 --> 00:51:45,800
And you know what?

1033
00:51:45,800 --> 00:51:47,400
Amazon is right on that.

1034
00:51:47,400 --> 00:51:48,680
Yeah, there's never a headache.

1035
00:51:48,680 --> 00:51:51,320
There's never a headache with the return on Amazon.

1036
00:51:51,320 --> 00:51:53,160
You got to go take it to the store.

1037
00:51:53,160 --> 00:51:53,960
Yippee-ki-yay.

1038
00:51:53,960 --> 00:51:55,400
They scan a little QR code.

1039
00:51:55,400 --> 00:51:57,720
Your money's back in your account instantly.

1040
00:51:57,720 --> 00:51:59,320
It's that simple.

1041
00:51:59,320 --> 00:52:06,680
It blows my mind that other platforms don't get on board and don't go down the same path.

1042
00:52:06,680 --> 00:52:10,200
Everybody, they try to compete with Amazon, but they do it in all the wrong ways.

1043
00:52:10,200 --> 00:52:13,560
People are like, well, you got these platforms like Temu and whatever.

1044
00:52:13,560 --> 00:52:15,640
Well, Temu doesn't have two day delivery.

1045
00:52:15,640 --> 00:52:17,240
You got to wait two weeks to get your stuff.

1046
00:52:17,240 --> 00:52:19,560
Yeah, it's cheaper, but people don't care about the price.

1047
00:52:19,560 --> 00:52:20,600
Look at Amazon.

1048
00:52:20,600 --> 00:52:27,000
The reason our businesses exist is because we can charge more for the junk on Amazon

1049
00:52:27,000 --> 00:52:29,560
than we do on eBay.

1050
00:52:29,560 --> 00:52:34,120
If we had to move all of our Amazon inventory to eBay, our ships would be sinking at a speed

1051
00:52:34,120 --> 00:52:37,640
we wouldn't be able to throw the water in buckets over the side of the boat.

1052
00:52:37,640 --> 00:52:39,320
We would sink within months.

1053
00:52:39,320 --> 00:52:45,800
But Amazon people, the convenience, the idea, everybody that shops on Amazon knows

1054
00:52:45,800 --> 00:52:49,160
I can return this product no matter what if I don't like it.

1055
00:52:49,160 --> 00:52:51,640
It happens all the time because that's like, should we get this?

1056
00:52:51,640 --> 00:52:53,240
I'm like, yeah, worse comes to worse.

1057
00:52:53,240 --> 00:52:54,120
We just return it.

1058
00:52:54,120 --> 00:52:56,360
And that's what every Amazon customer has in their mind.

1059
00:52:56,360 --> 00:52:59,080
There's a 100% money back guarantee.

1060
00:53:00,280 --> 00:53:02,200
Here's some funny things that I thought about.

1061
00:53:02,200 --> 00:53:03,400
I don't think I ever spoke about.

1062
00:53:04,600 --> 00:53:08,760
So as sellers, sometimes we have to return our items, right?

1063
00:53:08,760 --> 00:53:17,080
Well, sometimes Amazon gives me not my item back, but a better item that I as a seller

1064
00:53:17,080 --> 00:53:17,960
greatly appreciate.

1065
00:53:18,680 --> 00:53:20,600
Thanks for the $100 book, Amazon.

1066
00:53:20,600 --> 00:53:24,600
Doesn't happen maybe one out of a thousand.

1067
00:53:24,600 --> 00:53:26,360
Doesn't happen all the time.

1068
00:53:27,480 --> 00:53:29,320
Or hey, here's a radio.

1069
00:53:29,320 --> 00:53:32,360
I sent in a book and I got a radio back score.

1070
00:53:32,360 --> 00:53:35,240
It was a Nora Roberts book that I was trying to return.

1071
00:53:35,240 --> 00:53:35,740
Excellent.

1072
00:53:36,360 --> 00:53:41,960
Or what I love is the people that are checking in our stuff, they do a double scan

1073
00:53:41,960 --> 00:53:43,560
and I'm going to sell the book twice now.

1074
00:53:44,120 --> 00:53:49,640
Amazon loses out in all these aspects, but we as a seller feel like we've gained something.

1075
00:53:51,320 --> 00:53:52,360
That's the power.

1076
00:53:52,360 --> 00:53:56,360
Despite all the forum hating how Amazon's bad, whatever.

1077
00:53:56,360 --> 00:53:58,680
There are so many good things with Amazon.

1078
00:53:58,680 --> 00:54:02,520
We can charge more for our junk, literal junk than anywhere else.

1079
00:54:03,080 --> 00:54:05,800
Sometimes they let us double sell things.

1080
00:54:05,800 --> 00:54:09,400
Sometimes they send us the wrong item back that is more valuable.

1081
00:54:09,400 --> 00:54:10,120
It can go the other way.

1082
00:54:10,120 --> 00:54:11,960
It could be less valuable too, right?

1083
00:54:11,960 --> 00:54:13,240
Then you would call in, right?

1084
00:54:13,240 --> 00:54:15,320
You would call in on the lesser valued item.

1085
00:54:15,320 --> 00:54:17,800
But for the better item, you ain't saying a damn word.

1086
00:54:17,800 --> 00:54:24,200
But there are so many amazing things that Amazon does both for sellers and customers.

1087
00:54:24,200 --> 00:54:28,840
But I think for customers, it doesn't space because that's its focus on the customer experience.

1088
00:54:30,760 --> 00:54:33,240
Yeah, Amazon is an amazing place.

1089
00:54:34,120 --> 00:54:38,120
I'm going to wrap it up here with my final thoughts and my final experiences with Amazon.

1090
00:54:38,120 --> 00:54:43,240
And one of the main reasons I love it, doing selling on Amazon now, I don't even know how many years.

1091
00:54:43,240 --> 00:54:44,360
I should like go back and look.

1092
00:54:44,360 --> 00:54:45,720
It's definitely over five years.

1093
00:54:45,720 --> 00:54:47,880
In my day.

1094
00:54:49,400 --> 00:54:52,760
Honestly, the customer Amazon takes care of them.

1095
00:54:52,760 --> 00:54:59,240
And the big benefit to that is I have never had to answer a single customer question

1096
00:55:00,360 --> 00:55:04,680
with the tens and tens of thousands of items I've sold on Amazon.

1097
00:55:04,680 --> 00:55:08,840
I have never had to answer a single customer question.

1098
00:55:08,840 --> 00:55:14,280
They pop up from time to time and there's a little button in the bottom that says no response needed.

1099
00:55:14,280 --> 00:55:18,520
Even if I know the answer, Johnny, well, I'll respond to somebody when they're like, hey,

1100
00:55:18,520 --> 00:55:20,440
are you the used book guy?

1101
00:55:20,440 --> 00:55:21,880
Do you want me to subscribe to your channel?

1102
00:55:21,880 --> 00:55:23,560
Then I'm like, yeah, go subscribe to the channel.

1103
00:55:23,560 --> 00:55:27,000
But other than that, like they could be like, what's one plus one?

1104
00:55:27,560 --> 00:55:28,680
No response needed.

1105
00:55:29,720 --> 00:55:35,800
It's a magical thing in the world of a platform that only cares about the customer and understands,

1106
00:55:35,800 --> 00:55:37,000
OK, these are our sellers.

1107
00:55:37,000 --> 00:55:39,000
They use our services to sell.

1108
00:55:39,000 --> 00:55:40,600
We charge them fees.

1109
00:55:40,600 --> 00:55:44,600
So we take responsibility for any mishaps that might happen along the way.

1110
00:55:44,600 --> 00:55:50,040
And for returns on Amazon, I'm a little bit under 4% over the past year.

1111
00:55:50,040 --> 00:55:54,760
So 4% of everything I box off in theory gets returned.

1112
00:55:54,760 --> 00:55:58,440
So if I send in a box of 100 items, four items are going to get returned.

1113
00:55:58,440 --> 00:56:02,520
But the benefit of Amazon is it goes back and it gets sold again.

1114
00:56:02,520 --> 00:56:03,640
That's all this comes down to.

1115
00:56:03,640 --> 00:56:05,080
The customer is what matters.

1116
00:56:05,080 --> 00:56:10,200
And until somebody, until some other platform comes along and prioritizes

1117
00:56:10,200 --> 00:56:14,040
customers more than Amazon, they are always going to be on top.

1118
00:56:14,040 --> 00:56:15,640
They don't care about the sellers.

1119
00:56:15,640 --> 00:56:17,000
Neither does eBay.

1120
00:56:17,000 --> 00:56:18,600
None of these platforms do.

1121
00:56:18,600 --> 00:56:24,040
And they're rightfully so because if they had all the sellers and no buyers, they make no money.

1122
00:56:24,040 --> 00:56:28,760
They got all the customers and a few sellers, then they make a whole bunch of money.

1123
00:56:28,760 --> 00:56:30,440
So that's going to do it for this week's call.

1124
00:56:30,440 --> 00:56:50,200
We'll talk to you all in next week's episode.