Postage refund using Simple Delivery

[minutestomidnight74]

Hello, I’m new to the Simple Delivery process and need some help please.

Have just printed a prepaid label purchased by the buyer for 1 item.

About to pack & ship the item and the same buyer has now purchased a second item.

I am happy to combine the 2 items into 1 shipment, but is there a process to partial refund the buyer the prepaid label fees for the second item purchased?

[lucy_farmer]

'I am happy to combine the 2 items into 1 shipment, but is there a process to partial refund the buyer the prepaid label fees for the second item purchased?'

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In S.D. set up as 'buyer pays':

You cannot refind the buyer because you did not receive the postage payment. Ebay got that.

Ebay will refund the unused label to the buyer, but it might take about 30 days..

(tell the buyer *you* don't get the postage money, you just get the label.....just in case they get a little shirty about the 30 day wait!)

When you post the parcel though, I don't think you can attach both tracking numbers to one box. 

This means only one of your sales will get registered as delivered (and therefore the money released before 14 days is up)

If this is a problem,it is worth getting a  'call back' from CS to hopefully sort it out?

Edit- CS are notoriously rubbish as sorting out problems they're unfamiliar with, but I think this problem now has precident and an answer!

[minutestomidnight74]

Thanks for your reply. 
S.D. certainly isn’t flexible. Can’t add the tracking number for the first item to the second, so if I pack both items into 1 shipment, the second will remain at “buyer paid” status.

Don’t think I have any other option than ship them separately otherwise how will Ebay know the second item as shipped.

so frustrating that I can’t offer my buyer any partial refund 🤷

[**peaseblossom**]

As long as they're showing as dispatched (due to the original labels) you will get the money in 14 days even without tracking.   

A long-winded alternative would have been to cancel/refund transaction and relist all items on one listing with one postage for the buyer to buy again.  

eBay say they're trying to fix combined postage with SD but it's taking a while.

[minutestomidnight74]

Thanks for your reply.

sorry if I’m being a numpty 🤣, but the only way to progress the 2nd item on from “buyer paid” is to print the prepaid label.

How will the buyer then be able to get a postage refund as the item will show as “dispatched” and how can I prove that both items have been received by the buyer if there’s a dispute?

Surely the easiest solution is for EBay to give sellers the option to refund postage payments and give us the flexibility of mainly adding 1 tracking number to multiple purchases?

This S.D. Process is far from simple 😩

[moldosgifts]

I think your just asking for issues here.

Has buyer asked for combination of package or was it you who decided?

On the face of it it seems the best an easiest option.

But to ebay they are 2 different orders this stems from the system, instead of adding to a basket finding more then paying for the basket costumers are encourage by the system to buy it now so items get paid for separately.

I would send as ordered.

[lucy_farmer]

'How will the buyer then be able to get a postage refund as the item will show as “dispatched”'

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I think the postage label is 'refundable' until it actually gets 'scanned' into the postal system by whichever courier it's for.

'And how can I prove that both items have been received by the buyer if there’s a dispute?'

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Hmmm... that's the difficult bit. Obviously 99% of buyers are no worry whatsoever, but if you're unlucky enough to get a right kn*b-end, you have no proof 😩

But, 'breaking news'!!   @**peaseblossom**  has just spotted something new in the ebay info; it's looks like ebay are trying to make S.D combining possible.....

[moldosgifts]

Yes I've just read the same thread, not sure it will fix anything, especially in this scenario, one item bought at eg 2pm the another bought at 2.30pm i believe will still be have 2 postage labels, your asking eBay system to predict future buying habits, it cant even deal with thinks happening in real time.

[minutestomidnight74]

Yes, the buyer as raised 2 separate orders and DIDN’T ask for a shipment combination. I’m trying to be proactive and attempting to get them a partial refund for combining the 2 items into 1 shipment.

Unfortunately there doesn’t appear to be a obvious/easy solution, so the buyer will have to take the hit on postage costs for each item.

[moldosgifts]

The system is not set up for this good customer service, it is only as good as the programmer who wrote the programme.

Until they find a real fix just send everything as ordered it is the best way for you. if the buyer has an issue they finish their shopping before they pay.

[kath3735_wxmjn]

easiest option would be to give us back the choice of how we post!

[snowylilliput-2]

There is a way off changing the tracking number on the second sale to prove it also in the parcel but Ebay do not make it easy to find .

[snowylilliput-2]

Where did see that about combining postage 

[goodibags]

"The system is not set up for this good customer service, it is only as good as the programmer who wrote the programme."

No, don't blame the programmers, this has absolutely nothing to do with them. Remember that it's Ebay that decides Ebay policy. Nobody else is doing this. In this instance, it seems to be policy to ensure that sellers appear to be providing bad customer service. All in the name of maximising revenue to Ebay. Go figure!

But there's absolutely nothing wrong with sparing a thought for the customer. Who knows, it might even increase the numbers of sales? Sadly, for some reason Ebay hasn't yet worked this one out. 😉

[moldosgifts]

No they wrote the thing without any real sense of the impact it would have. Every update and subsequent problems is down to programming what is eBay's issue is communication to the programmer and us.

What they should do is hire someone who has sold extensively on the site.

[goodibags]

You mean no sense of how the real world works? e.g. Basic customer service.

But this is how Ebay DO stuff. Develop it and launch on an unsuspecting public. Either it works or (more often) doesn't. Get those donkey users to do the testing on Ebay's behalf. It saves having to employ staff to do the work. And then make a few concessions, like allowing buyers to login again post-upgrade, etc.

In this instance there is no reason at all for Ebay to demand multiple payments for postage nor retain buyer's money (unused label) for 30 days. In practical terms it's almost punishing people for using the platform? It's not a pleasant buying experience (and with SD completely outside the seller's control).

Btw, I asked this elsewhere but HOW DOES a buyer claim a refund from Ebay for overpaid postage? e.g. If they'd paid Ebay for a SD small parcel and received a large letter? Has anyone managed to do this?