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Shipping is taking very long
Hi there. I currently have an item that I shipped out the following day after the customer placed their order and it still has not arrived. It has been almost 9 days. It basically got shipped to the state that it was ordered from then across the country back to the state then again to another state. I reached out and apologized and she seems to be understanding about it but how can this be prevented in the future and who is responsible for the delay in shipping? Also, how does one get in touch with a live human on ebay?
Thank you,
Sue
5 comments
inceptions
Mentor8 months agoHi @simplysuebee
eBay can't help with this. The package appears to have been misrouted. That's relatively rare, but it does occasionally happen due to missorting or re-routing due to severe weather or a natural disaster, etc.
Unfortunately, when this occurs, the deliver is delayed while the package gets back on track. You just have to be patient, and assure your buyer that if the item doesn't arrive, you will take care of her and issue a refund.
simplysuebee
OP8 months agoThank you so much so your insight. It's so frustrating since I always ship the same day or the following day to ensure that the package gets to the customer on time. It just blows my mind that it was in the state that it needed to be delivered to TWICE and then they shipped it across the US and it's still not there after 10 days.
inceptions
Mentor8 months ago@simplysuebee
Mistakes happen, and it doesn't help you or the buyer to get frustrated. If you are frustrated, the buyer picks up on that. The calmer you are when you explain what is happening through a friendly and professional manner and propose a resolution (a refund if she can't wait any longer), the more confidence the buyer will have in you and the final outcome. As tracking updates, you can send a message to let her know so she knows you are keeping an eye on it.
As I said, this rarely happens and quite frankly it's surprising that it doesn't happen more often. USPS handles 7.7 million packages daily and they travel through multiple facilities and are sorted by machines even when things go as they should. The package is moving and that's the important part. It's not lost, it's just not in the right place...yet.
One more thing... the tracking information shown on eBay comes directly from the carrier, but sometimes the carrier's website has more complete information so you might want to keep an eye on that. The carrier's website is updated before eBay is.
Hope that helps.
simplysuebee
OP7 months agoThank you so much! It finally got to the customer after 2 weeks of going back and forth across the country.
inceptions
Mentor7 months ago@simplysuebee
Glad to hear you can put this one behind you. Have a great day!