💬 Weekly Chat with the eBay Community Team- 05.04.23 @2pm | Chat with the eBay Community Team | eBay UK

💬 Weekly Chat with the eBay Community Team- 05.04.23 @2pm | Chat with the eBay Community Team | eBay UK

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💬 Weekly Chat with the eBay Community Team- 05.04.23 @2pm

Hi everybody!

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community-team@ebay eBay Staff

eBay Staff

eBay Staff0 View listings

Posted 3 years ago·Last reply 3 years ago

27 comments

maggna

·3 years ago

Taken from today's EDD announcement:

"In the event your items arrive after the end of the date range shown to your buyer, as long as tracking shows you dispatched your items on time and used both the service and carrier you specified on your listing, you’ll be protected against late delivery defects."

Is eBay going to be taking into account that there may be reasons that this may not be possible, and at times as a seller, we have to use different carriers or services to deliver an order? Such as some carriers may not cover a delivery address, the order is for multiple items and is too large for the carrier shown in the listing. Or in our case, we use multiple carriers that collect at different times during the day, if an order has come in after one carrier's collection time we may use another carrier that is still to collect later that day.

kat@ebay

eBay Staff

Admin3 years ago

@maggna wrote:

Taken from today's EDD announcement:

"In the event your items arrive after the end of the date range shown to your buyer, as long as tracking shows you dispatched your items on time and used both the service and carrier you specified on your listing, you’ll be protected against late delivery defects."

Is eBay going to be taking into account that there may be reasons that this may not be possible, and at times as a seller, we have to use different carriers or services to deliver an order? Such as some carriers may not cover a delivery address, the order is for multiple items and is too large for the carrier shown in the listing. Or in our case, we use multiple carriers that collect at different times during the day, if an order has come in after one carrier's collection time we may use another carrier that is still to collect later that day.

Hi @maggna ,

While I understand sellers will have different circumstances according to their own situations eBay offer protection by the information stated in your listings.

Thank you,

Kat

presentdays

·3 years ago

Hi,

I received an email today from eBay telling me that by adding gtin numbers to some of my listings will help improve their visibility on promotions.

It says there are 41 listings with an issue but they are not listed on my overview and the few that are listed on the email when clicked do not have the option to add a barcode.

Any help appreciated

dave@ebay

eBay Staff

Admin3 years ago

@presentdays wrote:

Hi,

I received an email today from eBay telling me that by adding gtin numbers to some of my listings will help improve their visibility on promotions.

It says there are 41 listings with an issue but they are not listed on my overview and the few that are listed on the email when clicked do not have the option to add a barcode.

Any help appreciated

Hi @presentdays

When the system scans over an account there can be a delay between it processing and the automated mails getting sent. This can mean some items have ended and relisted under a new item ID. Some of the suggestions may not have been a specific when the item was originally listed so if you revise a listing that has been autorenewing for some time the suggestion may not be there.

For the items that are active but don't have the specific you can create one for the GTIN and add the number.

darth_baggins

·3 years ago

When are we going to see a fix for items not being marked as dispatched for multi-item orders?

I happens every single time I have an order with more than one (different) item in the order, and has been happening for at least 6 months.

I have one right now, it says 'dispatched 5th April' but is still there in awaiting dispatch. The only way round it is to go into the order, mark it as not dispatched, refresh the page then mark it as dispatched. But even this isn't foolproof, if there are 4 items in the order I have to do this 4 times.

It's poor when a well documented and much-discussed bug is allowed to be on a 'world class' retail site for so long without being addressed.

kat@ebay

eBay Staff

Admin3 years ago

@darth_baggins wrote:

When are we going to see a fix for items not being marked as dispatched for multi-item orders?

I happens every single time I have an order with more than one (different) item in the order, and has been happening for at least 6 months.

I have one right now, it says 'dispatched 5th April' but is still there in awaiting dispatch. The only way round it is to go into the order, mark it as not dispatched, refresh the page then mark it as dispatched. But even this isn't foolproof, if there are 4 items in the order I have to do this 4 times.

It's poor when a well documented and much-discussed bug is allowed to be on a 'world class' retail site for so long without being addressed.

Hi @darth_baggins ,

I understand the frustration with getting this bug fixed. While there are different tech issues being investigated at any given time they have to work on a priority basis depending on the issues. I will follow up with tech on this one to ensure its being worked on.

Thank you,

Kat

rainbowtrax

·3 years ago

🌈🎵🎶☕🧋View listings

Could I request that the postage cap for CDs be reviewed please. It is currently set at £3.50, the same price it was set at over a decade ago when postage caps were first introduced. The postage costs since then have increased massively but this has never been reflected in the postage cap.

There are now more and more CD box sets being released than ever before and all of these are classed as parcels, not large letters. It's impossible to send a CD box set by Royal Mail 1st Class within this low postage cap, the current price being £3.69. That's before you take ebay's fees into account. The postage cap for DVDs is £5.00. This is a comparable category having both lightweight single discs and heavier box sets. I know you can add the extra to the item price but it's an unnecessary faff. Please can the cap for CDs finally be brought into line with DVDs?

Tbh, it seems it would make more sense to abolish postage caps altogether as these were introduced before ebay charged FVF on postage. Now that the fee is paid on the full amount, there's no incentive for sellers to load the postage price so the caps have been pretty pointless for a number of years.

kat@ebay

eBay Staff

Admin3 years ago

@rainbowtrax wrote:

Could I request that the postage cap for CDs be reviewed please. It is currently set at £3.50, the same price it was set at over a decade ago when postage caps were first introduced. The postage costs since then have increased massively but this has never been reflected in the postage cap.

There are now more and more CD box sets being released than ever before and all of these are classed as parcels, not large letters. It's impossible to send a CD box set by Royal Mail 1st Class within this low postage cap, the current price being £3.69. That's before you take ebay's fees into account. The postage cap for DVDs is £5.00. This is a comparable category having both lightweight single discs and heavier box sets. I know you can add the extra to the item price but it's an unnecessary faff. Please can the cap for CDs finally be brought into line with DVDs?

Tbh, it seems it would make more sense to abolish postage caps altogether as these were introduced before ebay charged FVF on postage. Now that the fee is paid on the full amount, there's no incentive for sellers to load the postage price so the caps have been pretty pointless for a number of years.

Hi @rainbowtrax ,

We appreciate your feedback on the postage cap for CD's. While we cannot guarantee a change for this policy I will share your insight with the relevant team in eBay for review.

Thank you,

Kat

nakedkeg

·3 years ago

Hi,

I’ve come across two recent instances where eBay appears to have incorrectly applied my postage rules on selling multiples of items, i.e how much the additional items increase the postage by.

I flagged this in a Help chat, a week ago, chased again via chat this morning, which your guy terminated before I was finished.

I now feel like I’m being fobbed off.

Having found one instance, then a second, it’s reasonable to assume there may be others on my own account.

If it’s happening to me, it’s also reasonable to think it may be happening to others.

I don't feel your CS guys were particularly interested.

EBay shouts about how they support small businesses in the U.K., I’m not feeling that.

I’m experiencing a clear disconnect between public messaging, versus the attitude of an organisation that’s happy to charge ever increasing fees to its sellers, apply payout holds for no reason, in the two transactions above charge me £70 in fees, whilst appearing to bump me £11.50 on the postage rule.

EBay haven’t earned their fee, if they can’t apply the postage charges to the buyer correctly based on the postage rules in the listing.

If eBay is really about supporting small businesses, it needs to wake up, and do much better, as it certainly feels like you’re pushing this small business away.

Three years ago, 90% of my business was through eBay, now that’s maybe 35%, I’m comfortable with that, my overall business continues to grow, and is more diverse.

There are other sales channels, which for my business cost less, burn less of my time, provide me with a better service, give better support when things do go wrong, make me feel more valued as a customer of their service, and deliver a better return on investment for my business.

If you want to retain that 35% of my business, please do better.

Please can you check if someone is actually looking at this postage charging issue, and get back to me?

Or, if you’re going to take the line that I’ve raised it, and it’s being dealt with, how long am I expected to wait for a response?

Please don’t tell me you can’t put a timeframe on a response, as your colleague has, there will be an internal service level target for responses, perhaps you can share that?

My perspective is that you’ve charged me fees, at the time of sale, for a service that it would appear you haven’t accurately delivered, and having queried this, I now feel like I’m being fobbed off.

Thanks,

Neil

kat@ebay

eBay Staff

Admin3 years ago

Hi @nakedkeg ,

Can you provide me with the item number and date of the transaction and will review offline.

Thank you,

Kat

nakedkeg

·3 years ago

Hi Kat,

Thanks for your reply, details as follows....

333534459640 28th March 9.48am

333534461844 11th Feb 2.47pm

These are the two transactions that your CS guys have the details for.

Regards,

Neil

kat@ebay

eBay Staff

Admin3 years ago

@nakedkeg wrote:

Hi Kat,

Thanks for your reply, details as follows....

333534459640 28th March 9.48am

333534461844 11th Feb 2.47pm

These are the two transactions that your CS guys have the details for.

Regards,

Neil

Hi @nakedkeg ,

Thanks for the details. I'll need to take this offline in order to review and will follow up with you.

Thank you,

Kat

drymartini*

·3 years ago

Hi

It’s been more than a month since I started the thread below and since best-range subsequently started a similar thread: https://community.ebay.co.uk/t5/Technical-Issues/Ebay-Glitch-Vintage-amp-Antique-Jewellery-ebay-co-uk-Shops-not/m-p/7385071#M17086

https://community.ebay.co.uk/t5/Technical-Issues/New-Glitch-UK-shops-have-either-very-reduced-or-0-inventory-when/m-p/7380677#M16959

This glitch affects ALL SELLERS in many DIFFERENT categories who sell overseas. It affects both business and private sellers, those with and without shops - in short, it is having a terribly detrimental effect on a very high proportion of ebay sellers.

When are we going to get an update on what ebay is doing to resolve this glitch? This was promised by dave@ebay on 10/3/23, but nothing has been forthcoming. I feel completely let down by ebay over this issue and I am certain that other contributors to the thread feel exactly the same way. Some answers please?

dave@ebay

eBay Staff

Admin3 years ago

@drymartini* wrote:

Hi

It’s been more than a month since I started the thread below and since best-range subsequently started a similar thread: https://community.ebay.co.uk/t5/Technical-Issues/Ebay-Glitch-Vintage-amp-Antique-Jewellery-ebay-co-uk-Shops-not/m-p/7385071#M17086

https://community.ebay.co.uk/t5/Technical-Issues/New-Glitch-UK-shops-have-either-very-reduced-or-0-inventory-when/m-p/7380677#M16959

This glitch affects ALL SELLERS in many DIFFERENT categories who sell overseas. It affects both business and private sellers, those with and without shops - in short, it is having a terribly detrimental effect on a very high proportion of ebay sellers.

When are we going to get an update on what ebay is doing to resolve this glitch? This was promised by dave@ebay on 10/3/23, but nothing has been forthcoming. I feel completely let down by ebay over this issue and I am certain that other contributors to the thread feel exactly the same way. Some answers please?

Hi @drymartini*

There was a change to how items are displays on international sites. All listings are showing in search how they should but if you don't have a shop on that site they wont show when you visit the sellers shop through a site they are not registered on. This in now way has an impact on how buyers view your items in best match.

Depending on how you're items are listed they might not show when viewing sellers other items. If the category doesn't exist on the secondary site it will show in search results but not when you view sellers other items. The is usually what causes the difference in listing totals across the different regions.

Thanks,

Dave

Thanks,

Dave

drymartini*

·3 years ago

Hi Dave

This is the same reply you gave previously.

It has nothing to do with the category not existing on .com (or other ebay sites) because it does.

You promised to give an update, but now it's as if you do not even accept there is a problem?!

dave@ebay

eBay Staff

Admin3 years ago

@drymartini* wrote:

Hi Dave

This is the same reply you gave previously.

It has nothing to do with the category not existing on .com (or other ebay sites) because it does.

You promised to give an update, but now it's as if you do not even accept there is a problem?!

Hi @drymartini*

There is no tech issue with how these items are displayed, when buyers search, your items are showing as they should.

I have asked for clarification on how sellers items are displayed when viewing their other items, I'll come back to you with an explanation when I have one.

Thanks,

Dave

dave@ebay

eBay Staff

Admin3 years ago

@retroclub wrote:

Thank you for taking the live questions. I wanted help with an issue where we set the same day cut off time for handling the order to 3PM and we clear all orders before that time on the day. We then have staff working an evening shift from 3pm to 8pm who I need to continue processing the next days orders. The problem we have faced since doing this our late delivery rate went from 0.25 for years to 2.5% so we stopped.

The postal service selected is Royal Mail 48/2nd class and cut off set to 3pm so the buyer will see shipping when purchasing as 2 to 4 days from the next day.

Royal Mail get the mail at 8pm but they don’t process it until the next day.

I don’t see an difference to a private seller/smaller seller using ebay labels and printing a shipping label for Royal Mail in the evening and then taking it to the post box the next day.

The difference is we need to do this on thousands of orders each week so we are worried our late delivery late will go sky high when it’s not actually late.

We are unsure if eBay are counting the first day as the day we mark the order as shipped which could be 8pm.

Could you advise?

Hi @retroclub

It sounds like youre using RM Mailmark? So if you dispatch on time there is no scan to say it was to cover any late deliveries.

I cant see whats happening on your account from here but I'll take this offline and follow up with you after the chat so I can have a look to see whats happening.

Thanks,

Dave

retroclub

·3 years ago

Thanks Dave, using Royal Mail business CRL service so all items have a QR code for tracking but it's not required by Royal Mail for the post worker to scan the item so it will only be scanned/marked as delivered on eBay if the QR code is scanned.

If we mark the item as shipped at 8pm today on eBay my worry is does ebay then say this is DAY 1 so the expected delivery date would be one day sooner than if we had marked it as shipped one minute after midnight on the actual day RM will process it.

dave@ebay

eBay Staff

Admin3 years ago

@retroclub wrote:

Thanks Dave, using Royal Mail business CRL service so all items have a QR code for tracking but it's not required by Royal Mail for the post worker to scan the item so it will only be scanned/marked as delivered on eBay if the QR code is scanned.

If we mark the item as shipped at 8pm today on eBay my worry is does ebay then say this is DAY 1 so the expected delivery date would be one day sooner than if we had marked it as shipped one minute after midnight on the actual day RM will process it.

Hi @retroclub

Thats correct, once the item marks as dispatched it counts as day one. It sounds its overriding your cut off time. I will need to look further into it to make sure that's whats happening.

Thanks,

Dave

retroclub

·3 years ago

@dave@ebay wrote:
@retroclub wrote:
Thanks Dave, using Royal Mail business CRL service so all items have a QR code for tracking but it's not required by Royal Mail for the post worker to scan the item so it will only be scanned/marked as delivered on eBay if the QR code is scanned.

If we mark the item as shipped at 8pm today on eBay my worry is does ebay then say this is DAY 1 so the expected delivery date would be one day sooner than if we had marked it as shipped one minute after midnight on the actual day RM will process it.

Hi @retroclub

Thats correct, once the item marks as dispatched it counts as day one. It sounds its overriding your cut off time. I will need to look further into it to make sure that's whats happening.

Thanks,
Dave

Could you confirm then if you ship the item (mark as dispatched) at 8pm in the evening then the ebay system would class that as on the way and that actually you shouldnt mark it as shipped until after midnight?

I would imagine millions of private users ship packages/print labels/buy labels in the evening which would mean that millions of buyers would see tracking and expect it one day early.

ducatimondo

·3 years ago

We sold an item on Thursday last week, 30th March at 9.55am

Was before our cut off for same day shipping.

Buyer picked the free delivery option of RM48 which is not now and never has been 48 hour delivery. It is merely a business equivalent of 2nd class post.

2nd class post is an economy service, the cheapest service Royal Mail offer and RM48 is the same service. Literally the difference between the two is that 2nd class has no VAT content in it's price, RM48 has VAT content it's price. They are otherwise the same, identical, no differences, one does not get special treatment compared to the other, equal in all regards, co exist in state of equitable parity.
According to the Royal Charter that the Royal Mai must follow, 2nd class post and all derivatives is a 2-5 working day service, excluding public holidays, bank holidays and the day of posting.

So why does eBay insist on telling the buyer the item will arrive between 31st March - 1st April?

I fully expect the eBay reply will be that you are constantly monitoring previous performance and it is a variable estimate based upon that.

Why have buyers constantly disappointed in delivery speed?
Why have sellers constantly wasting their time explaining to buyers that the item is not late.

Buyers constantly accuse us of sending items late, etc as they do not arrive withing eBay's cuckoo land estimates.

I am at the point of being sick and tired of the same being rinsed and repeated.

Can eBay just tell buyers that the cheap option is free, but not fast and certainly not priority delivery. Just tell buyers the truth. It would stop a lot of wasted time for sellers. It would stop a lot of disappointed for buyers. It would mean sellers would have more time to work on other areas of their business, which might include answering important questions that lead to more sales. Have more time to list items so they can grow their business. eBay could also have the chance of making more money too, as if there is no point to pay to upgrade the shipping to a faster service, then eBay and their shareholders loose an additional revenue stream, as you do not take a percentage of what has not sold. If no one buys the upgraded delivery, because economy is now told as priority, then you will not get the FVF's from the upgrade to 1st class / RM24 or Special Delivery.

Literally everyone wins if this is fixed and buyers are told the truth.

Buyers have a better experience and feel honesty has been restored with the sellers about realistic delivery times.

Sellers get less hassle answering about why something that is not late, is apparently late.

eBay get more return buyers as they have a better experience overall, as the service they receive better matches what they thought they were getting.

eBay have a chance of additional revenue from buyers that would happily pay more for faster shipping but do not bother as the free delivery is arriving the next day anyway!!

Please can some one from eBay have a proper look at this and get it sorted.

I am fairly sure that no one really cares about the dynamic delivery estimates, just say the following

2nd class / RM48 - 2-5 working day delivery

1st class / RM24 - 1-3 working day delivery

RM Special Delivery - 1 working day delivery

If everyone is told 2nd class / RM48 is 1-2 day, they are never paying for an upgrade and always blaming sellers, often sending us a message saying that "we told them" delivery will be 1-2 day, etc

If a buyer os told the item will be delivered in 2-5 working days and does arrive in 2-3 days, they are very happy. Versus them being told 1-2 days and it takes 3-4 and them being disappointed.

It is better to under promise and over deliver, than to over promise and under deliver.

Members here are constantly taking about this self same issue and nothing ever happens, eBay hold seller's to account for promises we cannot keep and definitely would not and do not make. Buyer will always be happier if you exceed their expectations, rather than constantly doing the opposite by failing to meet their expectations.

Please, please, please can you do something to stop this misleading buyers with the quite frankly bonkers and way out of touch delivery estimates.

Cheers

Russ

dave@ebay

eBay Staff

Admin3 years ago

@ducatimondo wrote:

We sold an item on Thursday last week, 30th March at 9.55am

Was before our cut off for same day shipping.

Buyer picked the free delivery option of RM48 which is not now and never has been 48 hour delivery. It is merely a business equivalent of 2nd class post.

2nd class post is an economy service, the cheapest service Royal Mail offer and RM48 is the same service. Literally the difference between the two is that 2nd class has no VAT content in it's price, RM48 has VAT content it's price. They are otherwise the same, identical, no differences, one does not get special treatment compared to the other, equal in all regards, co exist in state of equitable parity.
According to the Royal Charter that the Royal Mai must follow, 2nd class post and all derivatives is a 2-5 working day service, excluding public holidays, bank holidays and the day of posting.

So why does eBay insist on telling the buyer the item will arrive between 31st March - 1st April?

I fully expect the eBay reply will be that you are constantly monitoring previous performance and it is a variable estimate based upon that.

Why have buyers constantly disappointed in delivery speed?
Why have sellers constantly wasting their time explaining to buyers that the item is not late.

Buyers constantly accuse us of sending items late, etc as they do not arrive withing eBay's cuckoo land estimates.

I am at the point of being sick and tired of the same being rinsed and repeated.

Can eBay just tell buyers that the cheap option is free, but not fast and certainly not priority delivery. Just tell buyers the truth. It would stop a lot of wasted time for sellers. It would stop a lot of disappointed for buyers. It would mean sellers would have more time to work on other areas of their business, which might include answering important questions that lead to more sales. Have more time to list items so they can grow their business. eBay could also have the chance of making more money too, as if there is no point to pay to upgrade the shipping to a faster service, then eBay and their shareholders loose an additional revenue stream, as you do not take a percentage of what has not sold. If no one buys the upgraded delivery, because economy is now told as priority, then you will not get the FVF's from the upgrade to 1st class / RM24 or Special Delivery.

Literally everyone wins if this is fixed and buyers are told the truth.

Buyers have a better experience and feel honesty has been restored with the sellers about realistic delivery times.

Sellers get less hassle answering about why something that is not late, is apparently late.

eBay get more return buyers as they have a better experience overall, as the service they receive better matches what they thought they were getting.

eBay have a chance of additional revenue from buyers that would happily pay more for faster shipping but do not bother as the free delivery is arriving the next day anyway!!

Please can some one from eBay have a proper look at this and get it sorted.

I am fairly sure that no one really cares about the dynamic delivery estimates, just say the following

2nd class / RM48 - 2-5 working day delivery

1st class / RM24 - 1-3 working day delivery

RM Special Delivery - 1 working day delivery

If everyone is told 2nd class / RM48 is 1-2 day, they are never paying for an upgrade and always blaming sellers, often sending us a message saying that "we told them" delivery will be 1-2 day, etc

If a buyer os told the item will be delivered in 2-5 working days and does arrive in 2-3 days, they are very happy. Versus them being told 1-2 days and it takes 3-4 and them being disappointed.

It is better to under promise and over deliver, than to over promise and under deliver.

Members here are constantly taking about this self same issue and nothing ever happens, eBay hold seller's to account for promises we cannot keep and definitely would not and do not make. Buyer will always be happier if you exceed their expectations, rather than constantly doing the opposite by failing to meet their expectations.

Please, please, please can you do something to stop this misleading buyers with the quite frankly bonkers and way out of touch delivery estimates.

Cheers

Russ

Hi @ducatimondo

Thanks for the above, I will as always send these examples back to the shipping to review.

Thanks,

Dave

retrosweets

·3 years ago

Hopefully someone can offer some advice on this long term problem we have with selling limits and thank you for giving us the chance to speak to someone directly for support.

We feel like our ebay account is being limited on the amount of daily sales we can get either by volume of units or total £ sales.

We are struggling with flat line sales regardless of what we do on the account.

An example of daily sales:

Wed 1st March: £612
Thur 2nd Mach: £611
Friday: 3rd March: £639

Wed 15th: £660
Thur 16th: £632
Friday 17th: £632

We have days/months where the final total is EXACTLY the same. Which you might expect if you were selling the same type of item with the same price but we are working from 50,000 listings with different prices.

This is based on selling low value media in volume typically 200+ orders per day.

The listing limit/sold limit/transaction total value limit on the account arfe not even using 50%.

The ebay account is 20 years old, top rated seller, 99.8% feedback and in excllent standing with monthly transaction limit of 800k and 150,000 items. Return rate 0.01% late delivery 0.49% (caused by courier not us).

We have 50,000+ listings currently but sales were the same when we had 10,000 listing. What happens is we add new listings and the old ones stop selling. We take the new ones out of stock and the old ones start selling again so it's not an inventory quality problem.

If we send offers to buyers which can typically go to 2000+ people we will see an instant boost in sales 25% but that will follow the day after with a drop so it averages out over the 2 days as if we had not sent the offer. This can average out to £632 exactly on some days in the past.

We have sponsor adverts on 90% of our listing but when we have no sponsor adverts running the daily/weekly/month sales are still the same. Change the sponsor cap rate between 2% and automated no percentage the daily/weekly/month sales are still the same.

If we stop selling for a day we will get nearly double the volume the next day but the week will average out the same.

When we update our listings to £1 per listing more than other sellers the daily/weekly/month sales are still the same.

When we update our listing to 0.01p under other sellers and update daily the daily/weekly/month sales are still the same.

If we set the daily working cut off time to 4PM sales are the same if we have it set 6AM for same day dispatch.

I've tested having listings with no data/specs and listings with specs/data and it makes no difference.

I have talked to customer service multiple times who can't answer why we have this problem.

I have talked to a memeber of the pro trader team in Ireland who advised we need to speak to the trust and security team which we have but they couldnt help.

Posted this from a different account to our listing account as I dont want this information showing in google results and linked to our brand/account.

I have seen lots of sellers with multiple accounts selling the same items which I assume is the way they get around it. This is not something I want to do and I assume selling the same items on the same account would be against rules anyway.

Can anyone help?

kat@ebay

eBay Staff

Admin3 years ago

Hi @retrosweets ,

We are not able to provide sales growth support here but we have checked your account to see if there is any restrictions or limitations that would impact sales and there is none.

You can reach out to customer support to have a review done for further information. Contact us option here

Thank you,

Kat

retroclub

·3 years ago

Hi Kat@eBay.

Please could you check my account to see if we have anything which would impact sales like this?

@kat@ebay wrote:
Hi @retrosweets ,

We are not able to provide sales growth support here but we have checked your account to see if there is any restrictions or limitations that would impact sales and there is none.

You can reach out to customer support to have a review done for further information. Contact us option here

Thank you,
Kat

kat@ebay

eBay Staff

Admin3 years ago

@retroclub wrote:

Hi Kat@eBay.

Please could you check my account to see if we have anything which would impact sales like this?

@kat@ebay wrote:

Hi @retrosweets ,

We are not able to provide sales growth support here but we have checked your account to see if there is any restrictions or limitations that would impact sales and there is none.

You can reach out to customer support to have a review done for further information. Contact us option here

Thank you,

Kat

Hi @retroclub ,

We have had this account checked and there is no restrictions or limitations that would be impacting sales.

Thank you,

Kat

retroclub

·3 years ago

Thank you for taking the live questions. I wanted help with an issue where we set the same day cut off time for handling the order to 3PM and we clear all orders before that time on the day. We then have staff working an evening shift from 3pm to 8pm who I need to continue processing the next days orders. The problem we have faced since doing this our late delivery rate went from 0.25 for years to 2.5% so we stopped.

The postal service selected is Royal Mail 48/2nd class and cut off set to 3pm so the buyer will see shipping when purchasing as 2 to 4 days from the next day.

Royal Mail get the mail at 8pm but they don’t process it until the next day.

I don’t see an difference to a private seller/smaller seller using ebay labels and printing a shipping label for Royal Mail in the evening and then taking it to the post box the next day.

The difference is we need to do this on thousands of orders each week so we are worried our late delivery late will go sky high when it’s not actually late.

We are unsure if eBay are counting the first day as the day we mark the order as shipped which could be 8pm.

Could you advise?