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Negative Feedback for "undelivered" 1st Class Post
Summary: kmtproductsltd expressed frustration over a negative feedback received on eBay due to an undelivered item sent via untracked first-class post. They argue that since eBay allows untracked delivery options, sellers shouldn't be penalized for non-delivery when the buyer chose an untracked service. tobiasd4 suggested either using tracked shipping for all items or adjusting pricing to account for lost items. kmtproductsltd mentioned they were willing to resolve the issue but couldn't due to the buyer's lack of response before leaving negative feedback.
The easiest way for me to explain the problem is by pasting a drafted email that I've been unable to send to eBay due to its circular "help" system:
Dear eBay Resolution Team,
I'm writing in reply to your response declining removal of a negative feedback left on my account. The buyer claims they never received the item, despite my posting it by first-class post two days before the stated dispatch due date along with numerous other 1st class orders on that day.
We offer first-class post because eBay offers it as a delivery option within shipping options drop-down menus, and because most of my sale items are low value. The buyer selected this option when purchasing, so all three parties knowingly opted into / offer an untracked service with no delivery confirmation. I also contacted the buyer proactively before the coming weekend to check whether the item had arrived with the intention of offering to resend or refund if it hadn't — they did not reply, and instead left this feedback, our first negative in over two years.
Since eBay itself provides untracked first-class as a legitimate delivery method, non-delivery cannot reasonably be treated as a seller failure when the service has no tracking by design. I acted in good faith throughout and did nothing different from the hundreds of similar orders I've posted and continue to do so.
I put it to eBay that if Sellers will be penalised (reduced service quality perception by buyers seeing the appearance of negative feedback/s) for the postal service's failure to deliver on the service chosen by the buyer then it is "setting the seller up to fail". Essentially, one of two things should occur:
1) eBay should only allow sellers to select (offer) from tracked services, thereby ensuring that it is possible to appeal all negative feedback pertaining to delivery because either proof of delivery or proof of postage will always be possible. If it is not available, then negative feedback is justified as the seller failed to process the dispatch correctly or sufficiently quickly etc.
2) If eBay allows sellers to choose from (offer) untracked services such as Royal Mail 1st or 2nd class post, and if buyers choose said services, then eBay should recognise that if a seller posts the item/s prior to the due date then any lost or delayed deliveries are out of the control of the seller, and any negative feedback left should reflect this or pertain only to the dispatch speed - not the quality of the seller's products, services or complaint handling - particularly as, by choosing that service, THE BUYER TAKES THE SAME RISK as the seller in relation to the probability of a successful delivery by the third party.
Clearly, also, the seller should be given every opportunity to resolve the "lost" package by refunding or resending, bearing in mind that dishonest buyers (they do exist) could claim non-receipt even if that is not the case...
I hope you can see the logic of the issue, and take on board the otherwise seemingly random risk of bad feedback all sellers may consequentially invite when eBay facilitates untracked delivery choices.
tobiasd4
Mentor3 weeks agoNothing in feedback that will be removed.
If you don't send tracked and buyer says item not received, you have to refund.
You have 2 choices.
Send all items tracked.
Allow for claims of item not received in pricing.
kmtproductsltd
OP3 weeks ago"If you don't send tracked and buyer says item not received, you have to refund".
Well, I was preparing to refund or resend, but after receiving no reply to our query as to whether it had arrived a few days later, giving us the opportunity to resolve/appease, and then the negative feedback appeared over the weekend, they were not refunded - then blocked. The package may yet arrive...
tobiasd4
Mentor3 weeks agoBetter to refund than replace or buyer may end up with 2 freebies.
If you refund, buyer can buy again.