eBay's false estimated delivery dates, now several messages from buyers not happy.

[lincolnshiremarine]

I have been going on about this issue like a broken record.  I have reported it several times and even been on the community chat several times.  Ebay claim the EDD's are working fine.  They are not.

Ebay are giving buyers delivery dates as same day deliveries, next day deliveries.  Even when buyers have  have selected the free, three day delivery, they are including non working days as delivery dates being Saturday and Sundays.

I know that other sellers are being affected by this too, and have reported it too.

However, I am now spending hours replying to buyers whom think their parcel is late based on ebays estimated delivery dates. 

This leaves my business open for negative feedback and the issue of asking ebay to remove it.

The messages I am getting from buyers are:

" Hi not to pleased due to the fact I ordered this part from your company because of the delivery time and it’s not happened! Hopefully this item will turn up soon"

"parcel not arrived yet ??"

Both of those cases where when they purchased over a weekend, and they were dropped of at the parcel shop for collection the same day of purchase. However, this was over the weekend.  Ebay tracking has said to expect the delivery on Monday, which is wrong, as they included weekends as the courier collection and delivery days.

When you look on the couriers webiste the delivery dates are correct and ebays are incorrect.

We have had the same issue with Royal Mail tracked on ebay too.

How many more sellers are now getting messages like this on a daily basis, and what are you telling the buyers.?

I have been selling on ebay for 16 years and we dispatch the items on time, but, this ebay EDD are on another level now.

We look like we are fabricating delivery dates just to obtain a sale, and although we have tried tweaking the postage days etc, it does not help.

marco@ebay

Katie@ebay

Dave@ebay

[technthread]

What are your thoughts on submitting Royal Mail loss claims where there is no delivery scan and no communication / feedback from the buyer?

I am finding that buyers come back sometimes more than 10 weeks after the EDD and claim non receipt by which time I am timed out on a Royal Mail loss claim.

I am conflicted over it as the loss claim would likely be accepted by RM but in some cases won’t result in a buyer refund.

I only claim where a buyer claims non receipt but it has left me out of pocket before as I am out of time for an RM claim.

[vintique*violet]

Not a template but I always put this on my listings - feel free to use or adapt to what suits you.

* Please note that my handling shows 5 days - I usually post within 1 to 3 and update the system with the tracking reference so you may gauge delivery on the day it is posted! However, please be aware during this busy season that postal services may take longer - which is out of my control.  

[a45heaven]

Whilst your note does keep the buyer informed as to the real anticipated delivery time, in the vein of honesty, do you not feel ebays part in the fiasco be made known?

Some buyer may want to take a journey into selling and should be made aware of the imposed pitfalls, rather than leave that to the un- rewarded Mentors which is highly prevalent on the boards.

[johnwash1]

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@knit-in-styles wrote:

I do have lots of self respect thank you. I wouldn't normally refund, its the first time I have ever immediately refunded. The item was less than £4. If buyers advise an item has not arrived I politely ask them if they would mind waiting a few more days and they always do. Then I will replace or refund.

Based on this person's aggressive message my fear was they were about to leave me negative feedback which would concern me far more than refunding them a few pounds.

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Happy to hear about your self-respect, I thought that might tickle a nerve!  🙂

If you've never had someone leave you a neg, I fully understand your fear.  I went through similar fear/outrage/etc years ago when someone left me a neg, without first contacting me, because he took the Swarovski turquoise cabochons he'd bought to a jeweller who told him they weren't real turquoise.  Well, hello, Swarovski?  A glass maker?  You'd expect them to be real turquoise, not turquoise blue colour?

But being able to leave a reply to any neg gives you an opportunity.  I check feedback when buying or selling and seeing the occasional neutral or neg lets me see how the seller responds.  Some do themselves a disservice, replying in the same pub brawl fashion.  Some handle it in a masterfully, showing the complainant to be the plonker he is.

Don't let them grind you down.

[technthread]

I moved away from any negative type comments about postage in descriptions. It seeds doubt in a buyers mind. They may think why does the seller need to pre-warn me that delivery may be delayed do they have a lot of late parcels? Maybe I’ll just buy off the seller who says I post within a day and leaves it at that as they seem to be more confident.

[vintique*violet]

Whilst your note does keep the buyer informed as to the real anticipated delivery time, in the vein of honesty, do you not feel ebays part in the fiasco be made known? 

By taking responsibility to " pre- inform" potential customers,  it helps to alleviate any stress on both sides if their parcel is a little late - for one I do not receive countless messages enquiring where their parcel is.  I also check the tracking reference for my own peace of mind as not always does the system show it has been delivered and stays stuck on dispatched ( come February with managed payments I wonder how sellers  will access their funds if this continually happens?)  

It IS eBays responsibility... but we all know their loyalty lies with shareholders & profit ... Do we have any answers from them on here to address their   "customers" concerns? I haven't seen any, so there lies the answer - Crickets! 

Some buyer may want to take a journey into selling and should be made aware of the imposed pitfalls, rather than leave that to the un- rewarded Mentors which is highly prevalent on the boards.

Agreed regarding potential " new sellers" and for those existing sellers who have no idea and do not access the community boards...eBay should be transparent on their pending changes and what it means for both sellers and for that matter buyers ( i.e. buyers fee) alas , I expect, it will be rolled out and blindside many. 

[your.home.consoles.world.ltd]

I remember Ebay making exceptions during Christmas and giving sellers relief in the form of more tolerance regarding estimated delivery times / removing incorrect delivery times from history (regardless of the reason as long as the item was shipped on time)

We are in this together.. sometimes there is no choice but to grit your teeth and get on with it..

[station13thirteen]

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@chilloutgames wrote:

Here's my current template for 2nd class

Hi xxx,

Thanks for getting in touch.

Your order was posted on Monday 2nd December Royal Mail 2nd class post which normally arrives in 2-3 working days so I should be with you very soon but there may be delays due to the volume of post after Cyber Monday.

I have tried your tracking on the Royal Mail website and at first got the following message: "Sorry, there was a problem, please try again". Pressing the button a few times, I got the standard message for second class post: "An update will only be provided when we attempt to deliver your item".

Second class post is only a tracked delivery service meaning that the tracking only gets updated on delivery. In the meantime, Royal Mail normally shows the following message (when the tracking is working): 'An update will only be provided when we attempt to deliver your item'

Unfortunately 2nd class is not a guaranteed delivery date service and is a bit hit and miss nowadays. We offer Tracked 48 for £1.50 on checkout which I strongly recommend for future purchases especially if delivery date is critical - Royal Mail send tracking updates and a date/time window for delivery. You can also log into the Royal Mail website and change delivery dates to a set date.


Best wishes,


Paul
Chillout Games


------Where Gamers Collect------

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Not too sure about your template Chillout, seems a bit over-complicated to us.

Also, standard RM 2nd class post is not tracked at all, it only has a reference number, so this is a little misleading, and may actually create more issues for you with the buyer. Tracking implies that the item will be scanned at various stages of travel, and hence its progress through the system can be monitored at any time, but standard RM 2nd class won't be. 

Furthermore, half the time RM standard post is not even scanned upon delivery, so personally I'd avoid using the term 'tracking' for any post that is not specifically and technically tracked, as you might be digging yourself into a hole!

[a45heaven]

A Simpler approach may be to extend your handling time, obtain your Postage from an actual delivery company, and have the tracking information available should the buyer request it, but not highlighted on the platform where you are penalised for factors outside your control.

The recent GSPR fiasco has resulted in eliminating NI and over seas shipping, which tend to be more complex Tracking wise. So thats a plus.

Be very responsive to any buyers requests for updates, they are / should be your friends in the market place.

Its always puzzled me as to why the seller should be responsible for any delivery issues ( once the dispatch date has been honoured of course), Its almost like blaming and marking ebay down for any sellers failings - maybe thats why ebay dont have a feedback system?

[station13thirteen]

This is our standard first response to RM 2nd class post INRs:

'Hi ……

Sorry you haven't received your item yet; however I can confirm that the item was dispatched on Thursday the 28th November.

Economy postage is via Royal Mail 2nd class service and is normally within 3 - 5 working days, but it can be a bit patchy at the best of times. We have noticed lately that RM 2nd class mail in some instances is taking more like 5 - 8 working days, with 1st class post being prioritised, but in our experience post does always turn up sooner or later.

Obviously there is nothing we can do other than dispatch on time and then rely on RM to do their job efficiently.

You have to ignore the very optimistic highlighted Estimated Delivery Dates for economy postage shown on our listings, as this is not of our doing. These ridiculous EDDs are in fact eBay’s meddling in our business and as such out of our control.

I will send a copy of the postage label to confirm that, true to our word, we did in fact post the item.

Hang in there, and keep us posted.

Regards'

[knit-in-styles]

Oh well the inevitable happened. Despite the quick refund, they have now left me a neg 😪

Mr "rude" reply to their first message was:

Wow, not a very nice message me to receive. Please let me explain. Firstly I am very sorry you have not received your buttons. You made the purchase in the afternoon of Thursday 28th November. I packaged them that same afternoon and dropped them off at my local sorting office here in Alloa Scotland the very next morning which was Friday morning exactly one week ago today. I have attached a copy of my Royal Mail order form which confirms your details and also confirms the posting date (manifest date) as 28th November so yes I am afraid it is down to Royal Mail. This was the earliest I could post them as sorting offices are only open to the public between the hours of 8am and 10am. I appreciate you have received other items but as I am in Central Scotland and you are in xxxxx so travelling through the UK they will be held up somewhere. Unfortunately, Royal Mail will not class an item as lost until after 14 days and more so at this time of year they are extremely busy and delays often occur. I find your message hurtful and rude and to call me unreputable is quite insulting as I will always go out of my way to help someone and I strive on providing a first class customer service. Normally I would ask you to wait a few more days as I say Royal Mail can take up to two weeks to eventually deliver mail but the very last thing I want is for a customer to be upset and disappointed. Again, I appreciate you are disappointed but I am afraid we really are at the mercy of delivery companies. I will now therefore give you a full refund. If you do receive the buttons which I expect you will in the next few days, please keep them with my compliments.

[station13thirteen]

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@knit-in-styles wrote:

Oh well the inevitable happened. Despite the quick refund, they have now left me a neg 😪

Yep, as predicted.

Learn from this and toughen up to these nasty, rude people or else they will walk all over you every time.

It is a mistake to immediately give in to them as this lets them know that they are in full control and have gotten under your skin. And let's face it cruel people, whether intentional scammers or not, will take pleasure out of your misery - there are some very sick people in the world!

I reiterate: ALWAYS make rude and obnoxious buyers sweat. NEVER refund them - leave eBay to do that. Politely communicate to them in messages in a way they takes their power away and makes them look like the foolish and  nasty individuals that they are - they won't like that.  Don't let them get away with hurtful and abusive messages, call them out for it.

I know, each to their own, but that's how we handle things anyway. 

[celicasaur]

But if we leave eBay to refund them, then it counts as a defect against the account, no? 

[your.home.consoles.world.ltd]

You do not have a defect on your account only if ebay covers the loss from its own pocket, if the case is closed in your favor, all negative opinions will be deleted, sometimes ebay closes the case earlier (neutral) and also covers the loss from its own pocket, but in neutral cases ebay does not remove negative customer opinions, in both cases you do not have a defect on your account.

[orangerx-uk]

I feel for you guys dealing with this. I closed my shops at the start of December as I really C.B.A dealing with this nonsense.

I had one package arrive today with a buyer 29 days late. I also just refunded another that's is 12 days late.

Way too much hassle this time of the year and good luck to those brave enough to carry on trading here during this time of year.

I'm off to drink some Bailey's and wrap some presents and worry about this place.

[vintique*violet]

Merry Christmas to you - enjoy your Baileys 😉 

Thank you for sharing,  it appears eBay have lost a fab seller. 

Wishing you every success with your future. 

I am off come Feb, making arrangements with a local auction house to offload some home stuff. 

[qualitycardsandgifts]

Sold an item on Friday, forecast despatch date tomorrow (16th).    Had a message today from buyer asking why it’s not been sent yet.   Ebays forecast delivery date 14th - 19th December.    We obviously need a time machine,    Closing all accounts tomorrow until after Christmas.   

[the_book_seekers]

It annoys me that ebay cannot or will not see the level of dissatisfaction that EDDs cause to our customers.  Its the sellers who get the blame and ebay leaves us to deal with the fall out and take the consequences. If I had control of EDDs they would've been changed or scrapped. Anything that upsets a customer needs to altered - its basic customer service. Effectively ebay has us managing customer expectations with one hand tied behind our backs. 

[dch2112011]

Out of curiosity I glanced at a few of your listing EDD's they seem reasonable in light of the carrier delivery aims  2nd class 2 to 3 day aim - EDD 5 to 8 days. I realise that the EDD can change for the customer  when dispatched - Is it this revised estimate that is giving you problems because your feedback reflects quick delivery  despite you claiming a 5 day handling time ? 

[the_book_seekers]

ebay's EDDs applies a pressure. I have a disability which is why I have a 5 day dispatch as sometimes its difficult to get out of the house. I could easily manage buyer expectations and keep them happy were it not for ebay's EDDs. When ebay introduced EDDs I lived 2 minutes from a post office with easy parking and could even manage same day posting at times. I've since moved to a rural address in sleepy Devon post offices are either a 16 or 20 mile round trip. My posting routine has changed but it hasn't been reflected in the EDDs which seem to be set in stone. For the most part my customers have been really good and the odd grumble I've had I've managed to deal with so far, but as I say its an unnecessary pressure.