Issue with quotes

Graham

Selling is primarily driven by the customer's experience, as you will no doubt be aware from purchases made.

The problem: - by the time a customer recieves the quote, may be due to time difference etc, it can happen (and has on more than one occaision) that someone else purchased some parts included in that quote - which upsets the customer and requires a new quote - it could happen again and again (unlikely but possible)

This upset can be infurriating to a customer - not good for BrickOwl.

The fix: - would be reserve items from stock until the quote has been sent + 24 hrs for customer to complete check out, at which time order is either received OR items returned to stock - this could be automated or require some buttons for seller to initiate.

The seller has an incentive to process quote quickly too… another + for Brick Owl

Thoughts?
Graham

Lawrence

I think this was brought up before and some people had some strong opinions on this matter, I will leave it up to others to give their views on it. I would add though, if an item is not available, removing the item from the cart will not invalidate the quote. However, if only a limited quantity is available, adjusting the quantity will invalidate the quote which is a pain.

Graham

It was the latter that happened - I believe - I was very diplomatic (I could tell the buyer was pretty upset) and offered to obtain the parts - fortunately they didn't take me up on that - it would have cost a lot.

A customer may spend a lot of time sorting out multiple orders from several stores - I know how I would feel, and I don't think it's right.

Also 90% of (my) quotes have resulted in a sale anyway - so I don't see why it would be a problem at all?

Most are used to that anyway - In the other place - regardless of their TOS when a buyer places an order, legally they are requesting a quote - a single ended, undisclosed "contract" isn't a contract - that requires the agreement of BOTH parties with full disclosure (price) - which is what gives the 'Owl a massive +

Graham

pumbaugh

Can you not flesh out your shipping methods more to avoid an abundance of quotes? It would seem like that would be the optimal solution imo(especially if it was parts as you seem to indicate). I have had certain items(sets) get several quote requests in a short period of time, and would hate having a high dollar heavy item held out of view. I had several quote requests on a heavy set before it sold, many within the same day...it may not have sold yet had it been out of view for 24+ hours everytime someone requested a quote. Just my thought on not reserving carts.

Thor

I was one of those who opposed the idea of quotes reserving items. I want to sell to the first buyer who will actually pay for my goods. I don't want a paying buyer to be inconvenienced because another undecided buyer needs more time to decide whether or not to buy. And, all too often, quotes do not lead to a sale. This can be a major problem with hot in-demand items where you are one of the first sellers to list it for sale. First mover advantage can be lost in less than 24 hours.

I am not aware of any large online retailers who will allow you to reserve and hold items in your cart and remove them from being available to other buyers. When buying online, those who act quickly and decisively will usually get the best deals.

As another poster said, if you refine your shipping options enough, there really isn't much need to use the Request a Quote feature. In fact, I recall suggestions from sellers who wanted to disable the Request a Quote feature where the shipping could already be determined from existing shipping options.

In short, I continue opposing the idea of having quote requests reserve items and remove them from being available to others. Nor do I think sellers should be given the option of having quote requests reserve and remove items for sale. It will only confuse and possibly upset buyers even more if some quote requests reserve/remove items and others don't. To prevent any buyer confusion or displeasure with the current system, perhaps it needs to be made more clear that submitting a Request for Quote does not hold the items for you.

Thor

Hoddie

I wouldn't want quotes to 'reserve' items either. I force quote on all polybags and minifigures because many lack dimensions/weights and others, while correct, don't take into account that they can be posted out unassembled or folded. If I didn't force quote then the system would often select an inappropriate shipping method.

I've had a few quotes where the user hasn't followed through, so I'd be reluctant to see those items reserved for any period of time.

I fully intend to go through and edit some dimensions and provide them where they're missing, but I just never seem to find the time. Even if I did this for all the sets/figures I sell, I'd probably still force quote - and thus invite quote requests - because I wouldn't want to have to keep track of other users over-riding the 'folded' dimensions I'd given.

Graham

The only time I get quote requests where this issue occurs is when shipping seems high (international) - because using a flat rate box will usually work, however having been bitten by that one I had to remove dimensional pricing for flat rate box etc.

If someones gone to the trouble of compiling a list of many lots it's highly unlikely that they won't follow thru - the only times for me was quotes on sets.

This venue is quite different from other on line retail - I don't think there is anywhere else quite like it, so why not do things different?

I'm looking at customer experience NOT seller convenience...

Graham

@Admin
could this then be store selectable so that I (and others who may agree) might be able to offer this convenience to customers?

thanks

Thor

Won't that confuse or upset buyers even more if some quote requests hold their carts and others don't? My understanding is that Admin wants to keep things here as simple and consistent as possible.

Thor

Graham

@Thor Probably - oh well

... and only a few minutes ago a quote became a sale - international buyer saved $15 by selecting quote, once again because I can use a flat rate box...

bsohn

I have had a couple of quotes, none have gone through so I would be a little wary about reserving items but I can see the issue at hand.. I do have a question maybe a suggestion in that if an item doesn't have a weight associated does the system automatically default to requesting a quote and if not I really think that maybe it should and then let the buyer know that a shipping quote is being requested due to the lack of a weight on a particular item.

Graham

@bsohn

No AFAIK anything without a weight gets included at 0 grams - as well as anything without dimensions will be included as dimensionless.

Would suggest checking your inventory for items missing weight ASAP - which reminds me I need do that too!

Lawrence

@Graham as mentioned in the previous thread, items are never used in any calculation with a weight of 0g. Conservative estimates are used where no weight is available. The same happens with dimensions.

Graham

Cant find previous thread - I wasn't aware of that - is that a change? What is a "conservative estimate"?

If you recall I learned the hard way and just recently scraped by with an order to EU with large heavy(ish) items that didn't have weight at the time (part #64712) I added that after the order - an ounce makes a difference international!