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@nutrafituk wrote:
Deliveries impacted by severe weather conditions November 2024
Regarding Late Delivery Defects as result of severe weather conditions. Having just checked our account has been penalised by eBay with extended delivery times shown to our buyers – resulting in drop in sales. As pre-eBay’s announcement we should have been protected from these:
The Met Office has issued yellow weather warnings for snow and ice conditions in parts of the UK which may cause disruption to deliveries. We are working closely with carriers to monitor delivery service levels. If deliveries are disrupted, eBay will protect your seller performance where necessary. We will share more details in the coming days once we have a better understanding of the impact. If you’re located in an impacted area and find yourself unable to dispatch your orders, we recommend that you communicate with your buyers to inform them of the situation. As always, please upload tracking details when you dispatch an item. This helps to keep your buyers informed and makes it easier for eBay to protect you. Learn more about how to add tracking details and the benefits of doing so on our Help page. Thank you for selling on eBay. Your eBay Team
So, being pro-active we have got contacted eBay several time to make sure we would not be affected. In just 3 days’ time our LDD went up by 10%+! Your response was – nothing to worry about, there will be a blanket protection applied; next evaluation is not due soon. Result – nothing done despite talking to several agents; now our customers are advised falsely they would wait for their parcels up to 7 days despite same day despatch and tracked 48 service used. You were advised to act to avoid that and failed to act to protect us. Having lost sales, and if not acted upon these defects now, we are going to lose even more until the defects drop below 3% - in 3 months’ time. In addition, as of 20th December, we are also going to lose our top-rated status and related discount along with listing placements. Now, please respond with how you are going to fix that and rectify your negligence and poor customer service. As we are entitled to your Concierge service, we are interested only in a professional instant solution.
Hi nutrafituk, thanks for your question.
We're sorry to hear this experience was not what you were expected. However, if there was protection in place for these orders, you'd be protected no problem. If there was an order or multiple orders that were impacted, I'd recommend contacting our customer service team with the orders in question and flag it with them. Once they confirm the orders were impacted and are eligible for the protection, they will correct that for you no problem.
While we would love to provide you with further assistance over here, we are unable to do customer service or take actions on accounts over this channel.
Thank you,
Marco
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@555njp wrote:
Hi,
I don’t expect an answer but can you feed this back to the management team please?
From my own experience, speaking to friends, colleagues and reading the boards, eBay seems to be dying as a viable sales platform?
I believe this to be down to two things: A search that is not showing buyers what they actually want and the nonsense that is promoted listings.
If I do a simple search for say a “vintage screwdriver”, I want to see every listing containing “vintage” and “screwdriver”. I can filter it down myself. What I do not want is for eBay to hide 95% of what is out there in favour of a few overpriced, heavily promoted items!
Neither do I want to see pages and pages of sponsored listings that are nothing to do with vintage screwdrivers!
Please feed this back because believe me it’s killing the platform. Sellers are not selling because their listings are hidden so are leaving eBay. Buyers can’t find what they want so will also look elsewhere (Amazon, ETSY, Vinted, eBid etc..).
Thank you 🙂
Hi @555njp
Thanks for the feedback, I'll send it over to both the Ads team and the side team to review.
Thanks,
Dave
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@555njp wrote:
Hi,
I don’t expect an answer but can you feed this back to the management team please?
From my own experience, speaking to friends, colleagues and reading the boards, eBay seems to be dying as a viable sales platform?
I believe this to be down to two things: A search that is not showing buyers what they actually want and the nonsense that is promoted listings.
If I do a simple search for say a “vintage screwdriver”, I want to see every listing containing “vintage” and “screwdriver”. I can filter it down myself. What I do not want is for eBay to hide 95% of what is out there in favour of a few overpriced, heavily promoted items!
Neither do I want to see pages and pages of sponsored listings that are nothing to do with vintage screwdrivers!
Please feed this back because believe me it’s killing the platform. Sellers are not selling because their listings are hidden so are leaving eBay. Buyers can’t find what they want so will also look elsewhere (Amazon, ETSY, Vinted, eBid etc..).
Thank you 🙂
Hi 555njp, thank you for your question.
Yes, that's no problem, we will send on your feedback, so it can be taken into consideration. All kind of feedback in terms of selling is always welcome, so thanks very much for your input.
Thank you,
Marco
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@nutrafituk wrote:
Deliver status mis-information.
Due to incomplete address, a parcel is being returned to us as of TODAY:
Unable to deliver to buyer. The item was returned to you.
Posted to buyer
Tue 3 Dec
________________________________________
Unable to deliver
________________________________________
Posted to you
________________________________________
Delivered back to you
Delivery history
Royal Mail: OE430705185GB
Wed 4 Dec
1:09pm
Incorrectly addressed. Returned to sender.
Wed 4 Dec
9:18am
Due to be delivered today
Tue 3 Dec
8:54pm
Item Received
Tue 3 Dec
3:03pm
Item Received
Mon 2 Dec
3:35pm
Sender despatching item
Mon 2 Dec
8:30am
Tracking number provided
Having said that, as many times before, why are you providing FALSE delivery information? If the parcel clearly is being return as of now, why do you inform our customer it has been DELIVERED TO US??
Hi @nutrafituk
I'll pass your feedback on to the shipping team. If you reach out to Customer Support, they will be able to review the transaction for you and better advise you on the best next steps.
Thanks,
Dave
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@ak_craft_crazy wrote:
I am sorry but I need to bring up an issue with EDD again. It is not fit for purpose and is not working as designed. If you are saying it is working as designed, then you need to take a long look at the designers as it is absurd how inaccurate it is.
I have attached just one example of this below.
We have a 2 working day processing time for orders to be dispatched, as you can see this order was placed on Tuesday 26th November which means that we will dispatch it on Thursday 28th November. Our standard postage is set to 2nd class which on your own site says 2-3 working days for delivery. So an item dispatched on the 28th November should have a delivery timeframe Saturday 30th November to Monday 2nd December. This should be the dates at normal times of the year, for busy times for example Christmas and Black Friday it is common sense that items take longer to arrive.
Now you take pride is saying that your EDD is dynamic and adjusts to current situations for example busy periods. However, as you can see on this example you have, for some unknown reason, decided to tell the buyer that the order will arrive between 28th-29th November.
Now im no mathematician or anything but even I know that an item sent on the 28th November using 2nd class (2-3 working day service in your own words) will 100% not arrive on the very same day it is dispatch. In fact it is completely impossible to do this.
Why do you feel the need to LIE to buyers? Giving them unrealistic delivery dates.
As you can also see this buyer has opened a INR case, surprise surprise, I have responded obviously explaining the current postage situation and items taking longer than usual. However from the 6th December they will be entitled to a full refund if the item dose not arrive. That is just 6 working days from the day of dispatch, how is this fair? When Royal mail say that items are not considered lost until 10 working days from the latest delivery estimate, meaning for this order I cannot submit a claim for loss util 13th December. So if the item arrives between the 6th December to the 13th December, but the buyer has already raised this in the case. They will get the item for free and I will be out of pocket!
How is this fair to the business sellers who are the only ones bringing money to eBay now it is free for everyone else to sell on here. (that’s another issue with business sellers selling on private accounts)
You need to sort EDD out as it is not fit for purpose and not working despite what you say, you need to rethink the EDD and the terms in which INR cases can be opened.
Hi ak_craft_crazy, thanks for this.
I'd be happy to send that for review for you, but I would need you to confirm the item number if that's ok please, once you send that, I will forward that to the shipping team to see what's happening with the order in question.
Thank you,
Marco
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