Late delivery defects / royal mail not scanning

[wolfcycles]

Hello

We have recently had a barrage of late delivery defects taking us up to 4%, resulting in us being due to loose our top rated status this month. 

We have recently switched to Royal Mail as our default courier, but it appears they are regularly not scanning items until the day of delivery rather than the day they receive our parcel. Consequently, the late delivery defects we were previously getting struck through as we had dispatched the item on time, are now counting defects as eBay consider we have not dispatched the item until this first scan date, so we don't get our "on time dispatch waiver".

The 4% late delivery rate we now have reflects the percentage of parcel RM are delivering late (we very rarely have a genuine late dispatch).

Has anyone else found anything similar? I'm trying to explain the issue to eBay customer support but don't feel they really understand it. We can't easily just not upload tracking as we ship through 3rd party provider Veeqo and it is auto synced. 

Thank you

[mac-2567]

I am larger seller, maybe 1500 units a month - Same is now happening and only just spotted it
I am at 2.8% and about to lose my super seller status and this time it will likely close the business as things are challenging. I complained today and could not appeal any of the defects, the manifests it seems are not being recorded on my end on any day so its literally gonna become a problem in about a week with the same trajectory .. will update soon.

[smarts-gaming]

I had to exclude Royal Mail because stuff like this kept happening, or parcels getting lost. Funnily enough never had a single issue with Evri, super convenient. 

[redmoorvinyl]

I have exactly the same problem. The scanning of the manifest prompts each item to show as "Sender has despatched item" on the Royal Mail tracking. But eBay is ignoring that and taking the first scan at the Super Hub as their despatched time, which is clearly impossibe. I'm not taking items direct to the Super Hub, and certainly not at 4am! I'm at 2.5% late despatch as a result.

How do we get eBay to recogise this as a bug?

[classicgarms]

Hi, we are also having the same issue. Has anyone found a solution?

[mac-2567]

Its not a solution but i switched to 24hr ... i have eaten the cost maybe an extra £1000 in costs for nothing.

48hr sits in a bag until the day its being shipped, its not been scanned the day of arrival like 24hr - Im assuming its been left until the next day and only then is it being scanned which gives us a defect. 

[your-outlet-store]

oh no they wont. I have defects with Royal Mail delivery from orders on Saturday that were dispatched as per my policy on Monday. They refuse to remove the defects, even though I have paper proof of postage because they insist on delivery schedule is set to 0 days even though the post office is closed after 1pm on Saturday until Monday. ebay simply won't listen to reason - they blindly and stubbornly refuse to accept RM letters should default to delivery on Monday for weekend orders.  

[your-outlet-store]

Thank you for that explanation.  So depressing and frustrating that sellers get penalised and have to spend hours dealing with inaccurate defect just because ebay and RM's systems don't work and they are supposed to, and on top of that ebay reps refuse to recognise a problem that is widely known about amongst sellers and themselves.  Blind, arrogant and stubborn. 

[suelel1968]

Hi, I always ask for a call back from ebay and ask them ti send me a link so that ii can upload proof of postage. Once you have done that, the defect will be removed. Appreciate that business rules might be different. 

[your-outlet-store]

Tried all that but they were not interested in my POP as they insist that their system recorded late deliveries.  They won't listen to logic just blindly and stubbornly refer their policy and electronic records, that everyone knows, including ebay themselves, can be faulty.  

[elecompuk]

Hi,

This is happening to me the last couple of months. Its gone from 1.5% to 4.5% in 2 months and not one package has been posted late. I lost the top seller category last month. I have a few questions on this.

1. If Ebay can now track ordinary 1st and 2nd class post, why are buyers been given the opportunity to mark delivery as late and have that count against us if Royal Mail have not marked it as late ?

2. This is the opposite of above, why are Royal Mail giving late delivery marks against us when the buyer has not ?

3. If Ebay can track 1st and 2nd class post why are we not being given the benfit of it but just having it used against us ?

4. Why are Ebay piling on late delivery from buyer and or Royal Mail. negative feedback, letting buyers open cases during the estimated delivery period to sellers like me who have been with them for 15 years and still have 99.4% positive feedback after 54k orders ? It's like they are inviting failure.

5. If I just make all my items "mark as dispatched and dont use Ebays delivery system will it take me out of this stupididty and leave just buyers marking late delivery ?