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Lost sales because buyer isn't seeing correct shipping costs.
I have been contacted numerous times by customers saying that my shipping costs are excessive. Everytime this happens, what I show in my listing is completely different from what the customer is seeing. I was able to get one customer to send me a screenshot of what she was seeing, as I could not duplicate it on my side. Here is what the buyer sees:
Here is what I see:
I lost a sale today because of this same problem, although the difference was worse, $56+ versus $17+
I have added a note to all my listings asking potential customers to contact me immediately if they think my shipping is excessive, but how many potential buyers just won't make the effort. I thought I had saved the sale today, but he ended up backing out because of the hassle.
I've contacted eBay Customer Service, but they can't tell me why this is happening and can't seem to fix it.
I really need your help to get this resolved so I don't continue to lose sales. Thanks.
glorybells
·1 year agoFor some reason, many of your listings show $14.25 shipping to me . . . in Florida.
I really don’t understand buyers who would complain about shipping on items such as yours. If I was paying several hundred dollars for something that could potentially be broken during shipping, I would prefer to pay $50+ dollars for shipping to be certain it was going to be packed and shipped correctly. Several years ago I bought a computerized sewing machine off eBay, I paid around $250 for shipping on a $2000+ machine, and was quite happy to pay that to ensure it arrived safely.
rose9168
OP1 year agoThanks, glory bells. I appreciate your help.
rose9168
OP1 year agoThank you so much for your answer. You looked at my issue from all angles, asked some excellent questions, and offered some great suggestions. In particular, thanks for solving the "mystery" of why the buyer sees one amount and I see another. I had no idea the system worked that way, but once I think about it, it makes sense.
First, I'll answer your questions and ask for more clarification.
The details I have in my listing for the Clydesdale is 2 pounds 6 ounces in a 15x14x9 package. Where are you seeing the 12 pounds?
Yes, I buy my labels through eBay. For whatever reason, once I have the item packaged, the shipping ends up less than estimated, and combined with my discount, I find I've overcharged the buyer a significant amount. In some of these cases, I've issued refunds, up to $20 for one person. I hesitate to give the buyer my shipping discount as I need the difference to cover packaging supplies. How do I give them only part of my discount? Actually, don't answer that. My problem is that shipping costs are still too high, even with discounts.
I'll certainly change my standard shipping from priority to ground. That's a great idea. Can I do this with a bulk edit, once I've set my policy or preference or whatever I have to do to make sure it applies to any new listings?
I'm extremely tired of shipping getting in the way of sales, so I'm definitely leaning towards offering free shipping. However, I do need some money to offset the extra costs this will create for me. I'm not sure I can increase the cost of the item to compensate. Is there a way that I could charge a flat shipping amount for each item, like $5 for smaller items and $15 for larger ones? One person who responded to my post said she charged a "handling fee" to recover supplies while offering free shipping. That sounds like it would fit me perfectly. Can you tell me how to do this?
Again, thanks for your help. I'm still concerned about possible problems with my shipping settings, particularly since you pointed out my 2+ pound item is pulling up 12 pounds costs. I'll look forward to your continued help.
wooden_flower
Mentor1 year ago@rose9168
15x14x9 is over 1 cubic foot, so this takes you into dimensional pricing. 15x14x9 =1,890 ./. 166 = 11.4 which is 12lb. I knew it was 12lb because I looked up the price to me on the usps rate charts. If you can make the package smaller, the price will go down. 15x14x8 would be 11LB, etc.
You can not use a handling fee with free shipping or with flat rate shipping - it is used with calculated shipping only. If you are using the new listing form, in the shipping section click see shipping options on the right. Slide the radio button next to handling charge. Then you will see a field for handling charge where you can enter the amount you want.
If you want to share your discount, click edit by discount settings here - https://www.ebay.com/ship/prf
You can set a different flat rate shipping amount on every item if you want to. Flat rate just means all buyers pay the same amount, not that all of your items are that same rate.
rose9168
OP1 year agoYou are a life-saver. Bless you for the information you have shared with me. It has really opened my eyes.
So my package size is driving my shipping cost! No wonder the cost is so high! My most common item size is 12-14x11x3, so to allow an inch or 2 for packing materials around it, I'm getting up into the 15 inch range. My items are also extremely fragile, with thin legs that are easy to snap off, hence I use a lot of packaging materials. I've tried to buy boxes that minimize the extra space I have to fill up with packaging, but in order to accommodate the 12-14 inch length of the item, I end up with the depth being way over 3-5 inches. Also, the ends are tiny ears or thin tail tips that necessitate extra cushioning.
You've given me a lot of information to study and try to use to the best advantage. What would your suggestion be in my circumstances?
Thanks again so much.
Also, thanks for clarifying how the flat rate shipping works for each item. That seems to be the way to go for me, since my item size is pushing me to the higher rates.
Thanks again, so mu
wooden_flower
Mentor1 year ago@rose9168
I would definitely remove the shipping services, then re-add them with ground advantage first. The 15x14x9 is $56 priority to me in IL, ground is $34. Priority is only going to be 1 day sooner in many cases - it is actually the same estimated delivery time to my location. I think most people would be fine with ground for $20 less.
Your cost for the ground shipment is $19, but - you need to consider the cost of insurance and all of that packaging, so I would either offer just a % of the discount to your buyers, or offer the eBay rate plus add a handling charge. Either way, I think you can get it down to around $25 or so.
UPS is something else to consider. They are often less expensive on large packages. The calculator shows me $45 for second day air from me to you. That is $11 less than priority and is faster. If UPS isn't a hassle for you, it is also nice to offer a choice of carriers.
I would not try to cut back on the packaging. Fragile items need lots of packing. I would even try to add a second layer of cardboard where you can, if you can, without making the box larger. The extra weight will not change the price, and more cardboard will offer more crush protection - think of it like a box within a box, but without all of its sides.
wooden_flower
Mentor1 year ago@rose9168
I should have added - with UPS you definitely need to offer the discounted rate plus a handling charge - the discount on UPS is outrageous.
rose9168
OP1 year agoI still don't see where to offer only a part of my discount to the buyer. I just see all or none. Also, I am only offering USPS shipping, as FedEx and UPS are too hard for me to use.
If I understand correctly, I need to delete all my shipping policies and add back only the ones I want to use. Is that correct? I did a bulk edit to apply my edited policy showing ground as my first choice and priority as a second choice, but the listing is still showing priority as the first choice.
Thanks again for your continued help.
Maureen
wooden_flower
Mentor1 year ago@rose9168
Click the second selection - custom discounted rates - to offer a % off of the standard rates.
Not offering UPS should not be a problem - the people who need it a day sooner will be willing to pay the extra $20 or so.
I don't use business policies, but I think the easiest thing to do would be to create a new policy with ground first, then edit your items to apply that new policy. It sounds like the system isn't seeing the change when you edit the existing policy. If that doesn't work, I can ask another mentor to add more info for you.
I do see ground advantage first on some of your items, but some still show the priority first.
rose9168
OP1 year agoThanks again for all your help. You've been wonderful. Should I close this topic?
wooden_flower
Mentor1 year ago@rose9168
I meant to add - since the size is determining your price, and even an inch makes a difference, it really pays to select the box and packing materials before you list so that you have it priced at what you will actually use.
Most of the difference when you buy your label is the discount. The $56 to me at retail is $41 at your discounted price.
disneyshopper
Mentor1 year agoI ship from California, so anything heavy is going to be costly to ship to the east coast. I use calculated shipping, so I pass my discount onto the buyer, but I also charge a $1 handling fee to cover shipping supplies. It was a sad day when USPS discontinued the regional rate boxes. That really helped to keep rates reasonable to the east coast.
rose9168
OP1 year agoThank you so much for responding to my post. I really appreciate it.
Can you tell me how I can add a handling fee?
I also use calculated shipping, but I don't pass on any of my discount. That's a good idea. How do you pass on only part of the discount?
Do you know of any way to add an individual flat shipping cost to each item? Like $5 for smaller items and maybe $15 for larger ones?
I'm considering offering free shipping but I doubt I can increase the cost of my item to compensate. Perhaps the handling fee would help. Can I do this and still offer free shipping?
Again, thanks so much for your help.
wooden_flower
Mentor1 year ago@rose9168
When you look at a listing, you see the shipping to you. Unless your buyer is very close by, he is going to see a higher shipping charge.
I see $56 on your larger items - I am in IL, so zone 7 from you. That same package shipping from and to your own zip is $18. So that difference is real.
Part of the problem is that the buyer sees the first shipping method you list. To see the others, he has to click on see details by the shipping. Consider reentering your shipping so that ground is the price shown in search and when your item is viewed, instead of priority. He can select priority at checkout if he wants faster delivery.
How large is the package that shows the high shipping? Like the Clydesdale? The price is at the 12lb rate, which could be based on size if it doesn't weigh 12lb.
You are charging retail instead of sharing your discount with the buyer. Do you buy your labels on eBay? If so, consider charging the discounted price, or giving part of your discount to the buyer. The $56 price is $41 at your discounted rate.
Change the setting here - https://www.ebay.com/ship/prf