Feedback on postage under-declaration warning

[daker2]

I wanted to contact ebay to give the feedback below.  I don't want to do this by phone as I will just get some prerehersed reply and nothing will be passed on.  So I tried the chat and was given an email address.  I tried the email address and got a reply to use the chat.  Any advice anyone?

FEEDBACK TO EBAY

I received an email stating that my package exceeded the weight I had declared when I created the postage label, and advising me to “double-check the package weight and dimensions when creating listings.”

I want to give some constructive feedback, because this guidance does not reflect how private and occasional sellers actually work.

I do not pre-wrap items before they sell. The parcel does not exist at the time of listing, so I cannot know the final weight or dimensions in advance. When I create a listing, I select one of eBay’s recommended delivery options (in this case Evri Standard Tracked). These options are presented as safe choices, where I will not be charged more and eBay absorbs the variance. If the system recommends 1 kg, and I choose it, it is not unreasonable to expect that this is acceptable.

Receiving a notice that implies I should already know the exact weight and dimensions before the parcel is packed feels inconsistent with how the platform is designed. If eBay expects sellers to pre-package everything before listing, that should be made explicit. Otherwise, the delivery recommendations should not result in warnings or letters suggesting non-compliance.

I would appreciate clarification on:

1. Whether selecting eBay’s recommended delivery option is intended to be sufficient, or

2. Whether eBay now expects private sellers to pre-pack items before listing.

Clearer guidance would help avoid misunderstandings and unnecessary warnings.

[*vyolla*]

With respect, you need to know the package size and weight including the packaging when setting up your listing, this has always been the case when sorting out a postage option, it's nothing new.

Packaging can easily turn a large letter into a small parcel.

You surely can't be surprised that the item weighs more and is larger once it's in its packaging.

[cobwebcottage]

Do you have any scales?

Knowing the weight and size of your items are a good start.

If they are breakables, you can expect the parcel to be double the size when it is packed.

Looking at some of the postage on your listings, and I didn't look at all of them, there are a few that obviously have the wrong postage cost and will probably be more than 1kg when packed.  ( 4 wooden bed legs for example)

'If the system recommends 1 kg, and I choose it, it is not unreasonable to expect that this is acceptable.'

You have the option to change it to the correct postage depending on the size and weight of the item. Ebay do not know the weight or if you are going to use a heavy cardboard box or a jiffy bag to send it.

You don't need to pre pack your items. Just use a bit of common sense and if Ebay say you are getting it wrong, then adjust your thinking and before you list the item, estimate the size and weight of the item when its packed and choose the appropriate postage band.

[daker2]

Thanks for your reply.

I do understand that the postage needs to be based on the final weight and size including packaging, and I do have scales – I’m not questioning that part.

My concern is slightly different. As a private, occasional seller I don’t pre-wrap everything before listing, because most items may never sell. At listing time I simply select one of eBay’s recommended services (in this case Evri Standard Tracked up to 1 kg), which are presented as “safe” options.

The email I received was worded as if I should already know the exact final weight and dimensions at the listing stage, which isn’t how many private sellers work, and isn’t how the site flow really behaves. That’s why I wanted to give feedback to eBay – either:

• make it clear that sellers are expected to pre-pack before listing, or

• adjust the messaging so that using eBay’s own recommended service doesn’t result in a warning that implies non-compliance.

I’m not surprised that packaging adds weight; I’m just suggesting the wording of the email and the listing process could be made more consistent for private sellers.

Thanks again for taking the time to respond.

[daker2]

Thanks for taking the time to reply.

Yes, I do have scales and I do understand that the final parcel weight and size (including packaging) is what matters. I’m not disputing that, and I agree that some items – especially breakables – will end up significantly larger and heavier once they’re packed.

I’ll certainly review the specific listings you mention (e.g. the bed legs) and adjust the postage where needed – that’s helpful to know.

My original point, though, is slightly different. As a private, occasional seller I don’t routinely pre-pack everything before listing. At the listing stage, I’m using eBay’s recommended delivery options as guidance, and then packing carefully and printing the label once the item sells. The email I received was worded as if sellers should already know the exact packed weight and dimensions at the listing stage, which is not how the site workflow really operates for many casual sellers.

I completely accept that I need to estimate realistically and use common sense – and I’m happy to adjust my estimates if eBay flags something. What I was trying to feed back to eBay is that:

• If they expect pre-packing before listing, that should be made explicit, or

• If they don’t, then the messaging in their emails should reflect the way their own recommended options are presented to sellers.

So I do take your point about weighing and sizing; my concern is more about the clarity and tone of eBay’s guidance to private sellers.

[*vyolla*]

'The email I received was worded as if sellers should already know the exact packed weight and dimensions at the listing stage, which is not how the site workflow really operates for many casual sellers.

I completely accept that I need to estimate realistically and use common sense – and I’m happy to adjust my estimates if eBay flags something. What I was trying to feed back to eBay is that:

• If they expect pre-packing before listing, that should be made explicit, or

• If they don’t, then the messaging in their emails should reflect the way their own recommended options are presented to sellers.

So I do take your point about weighing and sizing; my concern is more about the clarity and tone of eBay’s guidance to private sellers.'

Again, with respect, it's always been the case that private sellers need to factor in the size and weight of the packaged item in order to work out the delivery method. It's been like this since eBay started.

eBay don't mention this because it's really just basic common sense. Nearly every item will go out packaged, that packaging may increase the size and weight. Items don't need to be pre-packaged prior to listing, though some buyers do like to do this, but any items that don't fall into an obvious weight and size band should be considered in a bit more detail.