Buyer asked me to delay shipment.
Summary: livecheapordie is concerned about potential penalties from eBay for delaying shipment after a buyer requested their $500 item to be held until they return from traveling. Various participants suggest different approaches: one recommends canceling and relisting the item, others suggest notifying the buyer to handle mail delivery through USPS or explicitly ask for a cancellation. A participant highlights the risk of financial loss if the buyer cancels or disputes the payment. Opinions differ on whether accommodating such requests is appropriate, with some suggesting compliance could lead to a penalty. albertabrightalberta points out a discrepancy in the seller's return policy that needs correcting.
A buyer has bought and paid for a $500 item. She sent a message saying she is traveling and she won’t be home until September 7. She asked me to delay shipment so the item won’t arrive while she’s gone.
I believe that Ebay somehow penalizes sellers for late shipment. What will they do to me if I delay for 2 1/2 weeks? Given that the buyer requested the delay, is there any way I can avoid being penalized?
kibble-net
·2 weeks agoYou ask the buyer if they want to cancel, or take shipment immediately.
If they choose the latter, you ship immediately.
If they choose the former, you cancel, with the reason "buyer requested cancellation".
If they don't respond at all, you can choose "problem with buyer's address". This is legitimate since the buyer won't physically be at the address.
luckythewinner
·2 weeks ago · EditedTell the buyer you cannot delay shipping, and ask them whether they want you to ship it or cancel the order. Tell them that if you do not hear by a specific date and time then you will assume want to cancel the order - and if so, cancel it with 'Buyer Requested'.
Unless your handling time is 2 1/2 week, they will ding you for late shipping and you will lose seller protection.
authentic*vintage
·2 weeks ago"What will they do to me if I delay for 2 1/2 weeks? Given that the buyer requested the delay, is there any way I can avoid being penalized?"
This answer to this is no. IF you decide to abide by the buyer's wishes, you will take the hit. This is why I am opposed to it. The buyer should have asked first.
authentic*vintage
·2 weeks ago · EditedOffer to relist with a 30-day handling time so that they can purchase it again immediately.
"Buyer demanded something that wasn't offered in the original listing" is the report reason. Decline the request, tell the buyer you must ship within your handling time, offer them the opportunity to make arrangements with their post office and cancel the transaction if they have not come up with a solution before your handling time window is closed.
Period.
Nowhere in your listing does it state that you have a 2 week handling time. The request is outside of the parameters of your listing specifications.
Message the buyer explaining that seller metrics require shipping within the stated handling time. Ask them to send a cancellation request so you can close out the order under Buyer asked to cancel.
Use the Report a Buyer tool: If the buyer refuses to request a cancellation and insists on a multi-week hold, report them under Buyer demanded something not offered in the listing.
If you're forced to cancel manually: If the handling time runs out and the buyer is unresponsive, selecting Buyer asked to cancel is standard procedure because the buyer's conditions cannot be fulfilled under the purchase contract, but getting the buyer to initiate it directly is the best option .
Hopefully it will not come to that. Offer to relist with a 30-day handling time so that they can purchase it again immediately.
theteamsetguy
·2 weeks ago · Edited@livecheapordie ,
I have a different view. While it is true you will get a ding for late shipment. One ding is not going to be an issue unless you are a habitual late shipper. Like another seller said I also work for the customer not eBay. I must be doing something right one out every orders come from repeat customers.
I’d tell the buyer I’ll be happy to hold on to it and ship it later. I’d also wish them a safe trip. I get these type of requests about a half dozen times a year and I always honor them if I can.
christworks
·2 weeks agoDear Customer, while I appreicate your business, I am bound by eBay policy which requires me to ship within my handling time. My handling time is X days, which means I must ship your item no later than XXX. Failure for me to follow policy will result in eBay placing a strike on my account which will impact my overall business. I appreicate you understanding.
You have two options: You can request a cancellation, which I will honor, or I can ship the item and perhaps you can arrange for the carrier to hold it until you return. If I do not receive a cancellation request from you by my deadline, I will have to ship your item.
Sincerely,
Seller
I do not delay shipment for buyers. Any number of things can happen. There are so many things that can go sideways.
The shipment will count as late, as you've noted. Whatever the buyer told you in messages won't save you from a metric ding.
Nothing stops the buyer from opening an INR. Doesn't matter that they asked you to delay. You'll end up refunding and the item would have been taken off the market, perhaps missing out on another buyer.
Let's say an INR does get opened, but you don't notice the case. You could end up losing the item and the money if you've already shipped it out. Anything can happen between now and when you ship. We don't like to think about that, but it is something that should be in the back of our minds when are making decisions like this.
The buyer can also still cancel the order during that timeframe. Again, you've taken a $500 item off the market with nothing to show for it. All for someone who isn't ready to buy.
The buyer could file a payment dispute or a chargeback while you still have the item.
Nothing stops the buyer from leaving negative feedback. For all you know you have a split personality buyer who wants their item delayed, then the other version of them wants it right now. I'm only partially kidding. Read these boards long enough and you'll see the crazies everywhere.
I don't work for eBay. I also do not work for my customers. I work for my family. They are my responsibility, first and foremost. I'd love the $500 sale, but I would hate to get to September 3rd and have the buyer cancel or worse.
Some people feel differently, and it is their business. I do not recommend doing this. My answer is no every single time. For the buyer to even ask violates eBay policy.
inhawaii
·2 weeks agoLet them know you can't do it and why.
Give them 2 options.
Cancel the sale -or- ship it within your handling time.
jerseyboymusic
·2 weeks agoTell the buyer that you have a XX day commitment to ship to meet your Ebay standard. They can request a FREE mail hold with their local post office.
gurlcat
·2 weeks ago · EditedI see that item somehow sold twice today, only 3.5 hours apart.
How did that happen?
Also just sayin, your photos are GAW-GEOUS!
This one showing the straightness -muah, chef's kiss!
chapeau-noir
·2 weeks ago · EditedSince I work for my customers and not for eBay, I would hold her item. I would not ask her personal questions about it. She may be concerned that it would get lost on hold.
If you're uncomfortable about doing this, let her know this and give the option for her permission to cancel the sale and hold the item, then list on her return.
I've done both. Both have worked out.
albertabrightalberta
·2 weeks ago · Edited@livecheapordie
I just checked the listing for that $500 bow.
Although this is OT from your post, it's important!!
You made a mistake and I'm not sure whether it's your return policy that is in error or the description, but they contradict each other.
Since your return policy gives a 30-day return period, that is what you MUST give the buyer.
However your description offers just a 14 day return. And it's also unlikely that a buyer will even see that statement as it's hidden in a lot of other description.
You need to correct one or the other.
gurlcat
·2 weeks ago · EditedNo you can't avoid being penalized for delaying shipment. This buyer violated policy by requesting something after buying rather than before. Ask her whether she would rather you cancel the sale, or go ahead and ship within your handling time, and she can either put a hold on her mail via the USPS website, or have a neighbor get the package inside and hold it until she gets back. Make sure to tell her that you would be penalized by eBay for delaying to ship. And apologize for that, no matter how ridiculous it feels, when it was she who did the stupid. But, that's how we keep ourselves out of retaliatory bullsh.
albertabrightalberta
·2 weeks agoUgh!
Although @hartungcards advice is good, if you cancel the sale honestly, you can't "blame" the buyer. You'd have to cancel for OOS (out of stock) and that'll ding your account.
What I would do is let the buyer know that ebay requires that you ship within your handling time so you can't delay shipping it.
Let them know that you must ship and they can ask the post office to hold their mail.
The other option would be to cancel as buyer requested IF the buyer asks for cancellation. Do not lie that buyer requested if they don't ask!
Also let the buyer know that if they do choose to cancel rather than have their mail held that the item will be listed and if someone else buys it before they return, they'll miss out.
hartungcards
·2 weeks agoAre you sure you can't just cancel the sale and "blame" the buyer with the reason, "buyer is a knucklehead?"
chapeau-noir
·2 weeks agoUnfortunately, they don't have the cancel option: "Due to the buyer being a knucklehead"
gurlcat
·2 weeks agoMaybe a thin line, but I think one could choose Problem with address and 'blame the buyer' by reporting them, as preemptive defense if they give negative feedback or report the seller. I think delayed shipment qualifies as a service not offered in the listing.
But this would only be a last option, if the buyer refuses to either let the item ship on time, or agree to cancel.
authentic*vintage
·2 weeks ago · Edited"Buyer demanded something that wasn't offered in the original listing" is the report reason in this case.
authentic*vintage
·2 weeks ago · Edited"Buyer demanded something that wasn't offered in the original listing" is the report reason.
hartungcards
·2 weeks ago · EditedTell your buyer they're SOL. Cancel the sale, relist the item and tell them they can buy it again in early September -- if it's still available, and they think they might be around to receive the online purchase they just made. And just out of curiosity, ask her why she's shopping online while out traveling for the next 2 weeks without making any arrangements for all the stuff she's having shipped to her home while she's away.