Royal Mail Simple Delivery

[polinka.grhw]

Have all your Saturday parcels had their tracking status updated already?

I’ve got just one left that still shows as “Label created – we’re expecting it.”

Does anyone else still have a parcel stuck like that?

Of course, I’ll wait a few more days and ask the buyer to be patient, but am I right in thinking that if the case is opened and the item still hasn’t arrived after those few days, I’ll have to resend the item at my own cost?

Because from what I understand, the only protection is that I won’t get a negative or neutral feedback?

[shooth20]

I had 4 items with this issue, 3 have now been delivered and 1 is still showing as dispatched. It would appear that they only update when they actually get delivered. It would be nice if eBay advised everyone that bought a label with this issue about what to expect. There is only today a note saying it is ok to post, however these items would now arrive later than eBays estimated delivery time!  We paid for a tracked service and didn't get the tracking so where is the refund?

[tressygirl]

This was a Royal Mail issue which affected all parcels / items not just eBay's Simple Delivery.

Any refunds you'd have to contact RM see what they say.

@shooth20 

[tressygirl]

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@polinka.grhw wrote:

Have all your Saturday parcels had their tracking status updated already?

I’ve got just one left that still shows as “Label created – we’re expecting it.”

Does anyone else still have a parcel stuck like that?

Of course, I’ll wait a few more days and ask the buyer to be patient, but am I right in thinking that if the case is opened and the item still hasn’t arrived after those few days, I’ll have to resend the item at my own cost?

Because from what I understand, the only protection is that I won’t get a negative or neutral feedback?

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If the buyer opens a case for item not received,  under Simple Delivery rules,  eBay refund the buyer and you get to keep the payout for the item.

Not sure how you could resend an item if it hasn't arrived?  Do you have more than one of these items?  For any case of item not received,  it's not wise to send a replacement, and now with SD,  as above,  eBay take over and pay that refund for a lost item.

@polinka.grhw 

[polinka.grhw]

Yes, I do have more than one of this item. So if the buyer opens a case saying it hasn’t arrived – eBay will handle it themselves under the Simple Delivery system, without me having to step in at all? I’m honestly a bit confused how this works…

In the past, when someone opened a “not received” case, I’d usually either send a replacement or issue a full refund out of my own pocket. But now eBay can actually see which parcels are affected and they step in automatically?

Sorry, I’m just trying to understand it properly!

[tressygirl · Accepted solution]

Yep,  that is how Simple Delivery works,  if an item is lost in the post,  the buyer opens a case for item not received,  eBay step in and pay that refund, you get to keep the payout.

It's advisable never to send a replacement especially not now when eBay refund.  If you do have another identical item for sale, the buyer can purchase again if they wish to.

Read here how Simple Delivery works:

https://www.ebay.co.uk/sellercentre/postage/simple-delivery?mkevt=1&mkpid=2&emsid=0&mkcid=8&bu=43952...

@polinka.grhw 

[pitchkihub]

I sent two parcels on Monday 4th by Ebay enforced Simple Delivery labels.  The post office printed the labels from the QR codes sent by Ebay but could not scan them. They told me to take photos of the packages on their counter with the post office-printed labels attached and said that was my proof of posting receipt.  Today one of the packages was delivered but the other is not showing anywhere in the system and the buyer has complained. I have just spent 47 minutes on the phone to customer services who kept telling me l had to take this up with the post office as it was not Ebay's problem.  They blame the post office and accept no responsibility - yet wasn't the whole point of Simple Delivery that if anything went wrong Ebay would sort it out?! 

I am absolutely furious, absolute exhausted, and seriously thinking of closing my account. Life is too short.  Simple Delivery is not fit for purpose. 

[polinka.grhw]

What???? I got this advice today here: "

Yep, that is how Simple Delivery works, if an item is lost in the post, the buyer opens a case for item not received, eBay step in and pay that refund, you get to keep the payout.

It's advisable never to send a replacement especially not now when eBay refund. If you do have another identical item for sale, the buyer can purchase again if they wish to." 

Nom I am confused af :////

[moldosgifts]

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@polinka.grhw wrote:

What???? I got this advice today here: "

Yep, that is how Simple Delivery works, if an item is lost in the post, the buyer opens a case for item not received, eBay step in and pay that refund, you get to keep the payout.

It's advisable never to send a replacement especially not now when eBay refund. If you do have another identical item for sale, the buyer can purchase again if they wish to." 

Nom I am confused af :////

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Don't be confused lost, stolen , damaged, all covered by SD NOT misdescribed (not covered).

Correct never send replacements ever get the buyer to reorder after refunding them.

[polinka.grhw]

@moldosgifts Did you see message here@pitchkihub 

"

I sent two parcels on Monday 4th by Ebay enforced Simple Delivery labels.  The post office printed the labels from the QR codes sent by Ebay but could not scan them. They told me to take photos of the packages on their counter with the post office-printed labels attached and said that was my proof of posting receipt.  Today one of the packages was delivered but the other is not showing anywhere in the system and the buyer has complained. I have just spent 47 minutes on the phone to customer services who kept telling me l had to take this up with the post office as it was not Ebay's problem.  They blame the post office and accept no responsibility - yet wasn't the whole point of Simple Delivery that if anything went wrong Ebay would sort it out?! 

I am absolutely furious, absolute exhausted, and seriously thinking of closing my account. Life is too short.  Simple Delivery is not fit for purpose. " they saying totally different version...

[tressygirl]

I gave you that advice and it was correct.  The information you received from a CS agent when you called was wrong ! 

There was a major IT issue with Royal Mail concerning the inability to scan labels between the period 1 - 4 August.  In eBay News top left of this page >> Announcement eBay have said this:

Between Friday 1 August and Monday 4 August, an IT fault at Post Office branches meant many Royal Mail Tracked 48 labels could not be scanned on drop-off. The issue has now been resolved and acceptance is working as normal.

What you need to do

• Resume posting as usual. Tracked 48 parcels are being accepted and scanned at Post Office counters again.
• No changes to your listings are required.

Seller protections

To help reduce the impact of these IT issues, eBay will automatically protect your performance on affected transactions. This covers:

• Your late delivery rate, which will be removed for affected orders
• Your “item not received” count in your service metrics dashboard 
• We will also remove any negative and neutral feedback relating to or arising from late or non-delivery.

The eBay agent you spoke to probably from the Philippines?  Was not up to scratch with what was happening here in the UK a few days ago.

Contact CS again,  but only very first thing in the morning when the lines first open at 8 a.m. on weekdays as there's more chance of Dublin answering,  they should know of this very bad issue impacting many,  and can deal with any late / non deliveries because of this RM issue.

This is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Lines open 8 a.m. - 10 p.m. on weekdays

9 a.m. - 6 p.m. on weekends.

Automated agents will be available on chat outside of the above hours.

As said I recommend contacting CS first thing in the morning only speak to Dublin,  it's a call back option so you'll hear if it's the dulcet tones from the Emerald Isles.

@polinka.grhw 

[moldosgifts]

I did i wasn't answering that i was answering your concerns.

This is due to the post office issue nothing to all to do with SD, and how it works.

That was an issue with post office and royal mail IT system or did you not read all the other post all over the forums. SD (ebay ) was blamed but it wasn't it was the post office didn't get the email of an update.

[polinka.grhw]

Oh, I’m so sorry — I misunderstood.