Late Shipment Defects for Orders That Were Shipped Out On Time, But Not Scanned by USPS
Back in December I had scheduled a front door pick up for several orders with the USPS for the following day. I went through the proper process and the next day the orders were picked up by my mail courier. I even received a confirmation email from USPS stating that the orders were picked up. A few days later I receive a message from a buyer stating that they didn't see any tracking updates and were concerned if I had shipped their order, to which I assured them that it was shipped on time within the correct shipping time window. Upon checking the tracking, ALL of the orders that were picked up by the courier that day showed no tracking updates. I spoke with my local post master immediately who told me that they have a new courier on my route and they are still learning the process. They also said that the orders will show updates once they reach USPS distribution centers, to which they all did. All the orders were delivered. It was because of the courier not scanning the packages which caused them to show up in the system as "late shipment".
Fast forward to a couple of weeks ago and upon checking my seller level it shows that I have several late shipments that were caused from that order pick up. I have NEVER had a late shipment in my nearly 10 years of selling on eBay. I contacted eBay and indicated that this was not my fault. It was the fault of the mail courier and that I can provide PROOF via EMAIL CONFIRMATION through the USPS that the orders were actually picked up on time. The customer service rep told me that this would be sent to escalations department and that I would hear something within 48-72 hours. 3 days pass and I don't hear anything, so I contact eBay customer service once again. Once again, I am told that this would be passed on to escalations and would hear back within 3 days. Three days pass again with no response. I call again and with an agent who tells me the previous 2 representatives didn't file the request correctly and I should receive a response within 48 hours.
I received the response this morning stating that it didn't matter that I could prove that this was picked up on time and that the late shipment defect would stay in place for an additional >>11 Months<< until it would automatically remove itself.
I have always taken responsibility with my business/eBay store. If I make a mistake, I take personal responsibility and address it. I make it a last resort to involve eBay's customer service. This was out of my control, not my fault, but yet I am having to pay the price for the mistake of someone else.
eBay has let me down. I could understand from eBay's viewpoint if it was a case of not being able to prove it, but I CAN provide PROOF via email confirmation that this was picked up. Not only that, but it took several attempts to just reach the escalation department.
All things considered this was extremely disappointing. The few times that I have contacted eBay with concerns, they were quick to respond and provide the necessary care to the issue. But this time they dropped the ball. If any one from eBay sees this, I still have the proof that this was picked up on time. I have no issue providing that information and I welcome an appropriate correction to the decision on this matter.
kensgiftshop
·8 months agoYou had total control, you could have taken the packages to the PO and had them scanned when you dropped them off.
yeswayrecords
·8 months agoThere is only one foolproof way to avoid the possibility of late shipping defects for packages when shipping USPS.
The package must be scanned at the post office by the clerk and a receipt given.
All other methods, including using the self-service kiosk at the post office, may result in a missed scan.
caldreamer
·8 months agoOne way to avoid this in the future, is to change your "handling time" on your listings. If you change listings to 3-day handling time but ship item out "same day" this will allow USPS 2 extra days to scan "item receipt".
heretodaygonetomorrow
OP8 months agoThat is exactly how my handing time is set up. 3 days and it is usually shipped out same day. Rarely does it make it to the 3rd day.
stainlessenginecovers
·8 months agoEbay didn't let you down.
USPS did.
There is no proof allowed or will be looked at to change i.
Late is late.
You either need to take them to the PO, stand in line and get a scan, or continue with 'pick ups' and what happens happens.
You can take it up with a rep via facebook (and they can actually do something) and they will tell you 2 things
1.) late is late
2.) it's not effecting your metrics since you are still under the threshold.
So, you simply have to get over it.
jonathanbrightlight
·8 months agoThe critical question here: is it impacting your Seller Level and/or resulting in additional fees?
There is some leeway built into those metrics. You can handle a few late shipping defects before it impacts you. If you're not impacted currently, I would let it go. If it is only going to impact your Top Rated status, there's usually a grace period before it actually affects it, or even if it does drop it, the impact on you is not so severe that it would be worth spending a lot of time on it.
If it's resulted in you paying a penalty on your Final Value Fees, though, then of course it may be worth continuing to try and resolve it.
heretodaygonetomorrow
OP8 months agoI normally would agree with you, but it's the fact that when I can prove that this was not my fault and was beyond my control, eBay didn't stand with me. I'm still looking over everything to see how this affects my standings/fvf/etc, but it's extremely disappointing.
It's like studying for a test and getting all the answers correct and then be docked a point because there was an error on one of the questions that caused it to be wrong. You answered it correctly, but because the instructor wrote the question incorrectly, you are still wrong.
Will one "wrong" answer fail you? No, but it's annoying and disappointing that when it's not your fault, you are the one to pay the price.
luckythewinner
·8 months agoeBay is not going to provide a mechanism in the eBay system to correct USPS errors.
IMHO your anger is misplaced. You should be upset with the USPS for "not standing by you" because you are "paying the price" for a USPS error, not for an eBay error. You are criticizing eBay for not accommodating the USPS error, but you seem to be giving the USPS a pass for a USPS error.
If the USPS has proof of where and when the packages were picked up, you should be criticizing the USPS for not updating their tracking based on their own "PROOF via EMAIL CONFIRMATION through the USPS". Then eBay would have the information and remove the late shipping ding.