Clarification please re: holding back postage at buyer's request

[bazinga-games]

Hi all,

Quick query (not sure if I'm having a blonde moment here), but if I delay postage at buyer's request, do I automatically get a defect?

If I do it, is it best to mark as dispatched within my usual time frame (and explain to the buyer), or not mark as sent until I actually send it?

Or do you only get defects depending on feedback received..?

Sorry if it's a daft question and many thanks in advance for any advice. 

[a45heaven]

I have the self same concerns myself. 

Obviously the customers request is paramount, but at what personal cost with our masters rules. 

Its quite apparent the rule makers have never followed the actual process they have created - the Mentors will obviously provide a work-a-round, but im wondering what ebays official dictate is on this subject, its not a rare occurrence as far as i see. 

[bazinga-games]

It doesn't happen to me often, but is more likely at this time of year.

I sent a buyer an offer which they are happy with, but at least they haven't purchased without asking me first.  Now I have this quandry. 

[cobwebcottage · Accepted solution]

Let the seller know that you will have to mark it as dispatched and don't add the tracking number. If there is an issue once you have sent it, you can add the tracking number then.

Second way is to call CS after you have a late defect ( they wont do anything before this) and ask them to read the buyers message to you to delay postage. This way is a bit of a hassle though.

[therenewalworkshopltd]

Simply put, if you send after the normal dispatch, then it will give you a defect.
It can also be said that if it's sent tracked and tracking is uploaded, that it will likely arrive after the expected window.  Which again, will give you a defect.

I get these on occasion myself,  The only way to deal with it, is to tell the customer that your going to mark it dispatched and send when they request.  That way you will avoid the initial one.
If you don't upload tracking, then it should be ok there.  However, if your using simple delivery, you will get the defect as they are providing the label/tracking....

Best option, is for the customer to contact you before buying and amend the listing for that one sale.
So you always have the option to cancel and rebuy.

[sml192]

Transaction defects are only received for seller initiated cancellations and cases closed without seller resolution, not late deliveries. 

Late deliveries are recorded separately to defects and do not directly impact seller performance but a low level is required to maintain Top Rated status. 

Transaction defect rate

What this means	We count a transaction defect when either of these things happen: The seller cancels the order unexpectedly (e.g. because it was out of stock, or because they sold it to someone else) The buyer reports an issue, but the seller doesn't resolve it (a case closed without seller resolution, as defined in the section above)
Minimum requirements	You're allowed up to 2% of transactions with defects within an evaluation period. You'll only be evaluated as Below Standard if your transaction defects are associated with more than 4 different buyers.

 

Late delivery rate

What this means

We help set buyers' expectations by showing them an estimated delivery date for their order. To help ensure items arrive on time, sellers are responsible for posting items within their stated dispatch time, using the delivery service selected by the buyer. How we count a late delivery depends on whether you've uploaded tracking information that can be verified on the carrier's website. With tracking, we'll count an item as late when: The delivery scan is after the latest estimated delivery date AND There is no carrier scan within your dispatch time. If there is no tracking information available: When the buyer leaves feedback, we'll ask them if the item arrived on time. If the buyer confirms the item arrived after the estimated delivery date, it will be counted as late.

Minimum requirements

A high late delivery rate on its own won't cause your account to be evaluated as Below Standard, but a low rate is required for Top Rated status.

 

Top Rated seller requirements
Seller performance evaluation	Cases closed without seller resolution: No more than 2 (or 0.3% of transactions) Transaction defect rate: No more than 0.5%, associated with no more than 3 different buyers Late delivery rate: No more than 5 (or 3% of transactions)

[a45heaven]

@cobwebcottage 

Yes those are methods that work - although telling the Buyer that their request is against ebay rules does not paint ebay in a good light - and technically against ebay dictates.

Considering a holding back mailing can be brought about by many valid situations which the buyer has encountered - Illness, buying whilst away from home, time sensitive purchases, and thats before the economies and environmental concerns connected to combined shipping.

Phone CS - bless 🙂 Dublin is going to end up much more busy.

[a45heaven]

@therenewalworkshopltd 

If you don't upload tracking, then it should be ok there.  However, if your using simple delivery, you will get the defect as they are providing the label/tracking....

Does that mean excluding using ebay postage systems then - SD etc? As i thought they auto added tracking ?

Best option, is for the customer to contact you before buying and amend the listing for that one sale.

How would auctions fit into that option then?

Its a shame that the work-a-rounds involve time and efforts by the seller, rather than ebay creating a system that would actually work with the normal requests.

[therenewalworkshopltd]

Well to be fair, it's not exactly a major issue is it?

The listing displays the shipping times and if that's acceptable to the customer, they can then buy.
Delaying however, is no different to those customers that can't read and expect things delivered the same flaming day!
So strictly speaking if a customer wants an order delayed, then they should buy at a time that the expected delivery will fit in with them.

What we are sellers are doing with this kind of thing is working against the rules.
So the only way that this could really be allowed for, is to allow a pre-order type thing.
Or to allow the customer to choose a delivery time frame longer than is usual.
But from a sellers point of view, if your selling more than a couple of things, it's a real pain in the neck to do this kind of thing.  And frankly, if I'm very busy, I will ask the customer to cancel the order as it's not worth the hassle, just work in to their schedule.

Can you imagine putting an order in at Shein and asking them to wait a couple of weeks to deliver it?

From what I understand of SD, tracking is automatically included.  I don't sell as a private seller, so am really not that familiar with that.

As regards auctions, I would suggest that you look to other auction sites.
You bid, you win, your expected to collect within a specific time frame.
Or if there is a delivery option, then you get what you get.

These places don't give these kind of options, so why should Ebay really?

[eyewear247]

So strictly speaking if a customer wants an order delayed, then they should buy at a time that the expected delivery will fit in with them.

I recently had an international customer asking if he could order one of my items but I delay despatch for a month. The reason being I only had one of these items left and he was keen to secure it and then have it sent to his UK address when he arrived in a months time.

It seemed like a perfectly reasonable question to ask before he ordered and paid for it which I accepted. 

[therenewalworkshopltd]

I didn't say that it wasn't.  Just that it isn't expected practice and something that companies don't generally do.

However, if the customer want's that, then it's not unreasonable in those circumstances to at least extend the dispatch time etc to as long as possible to mitigate it.
Or to remove the item from sale and relist closer to the time so the customer can purchase it then.
Though you then run the risk of losing the sale as well.
But I certainly wouldn't want a late delivery on my account for over a month late.

[bazinga-games]

Hi again all,

Many thanks for your input; I'm going with doing as the buyer requests but will mark as sent as usual and not add any tracking (this was my first instinct, anyway, but was interested if anyone had any other ideas, hence my post).

So now I've had to write a message explaining the situation to the potential buyer  🙄  Oh well, we do what we have to, don't we..?

Thanks again, everyone.

[the-nutwood-collection]

When I get these requests, I mark as despatched and send in accordance with the buyer's wishes.

The only downside is that, if you mark it as despatched, the buyer could raise an INR the day after the latest delivery date.  It's never happened to me, but it could happen.

[bazinga-games]

Yes, I realise this is a possibility, but I'm having a friendly dialogue with the buyer (she bought - yay!) and there are no red flags, so fingers crossed all will be well  😊

I use Tracked 48 so will probably let her have the tracking number in an email when I've posted her item, just to reassure her it's on it's way.

Her 'feedback left for sellers' is good, so I'm not anticipating any issues 🤞😄