shipping overdue shipment after 2 months?
i got 2 orders that were overdue because they were pre-order, overdue since Oct, but i have kept my buyer updated and they understand as well. I'm trying to ship them out today but the shipping option is gone, i cant create a label, i cant see customer address and there is no refund option as well. what should i do? can buyer cancel the order?
12 comments
onlinecentral
·2 years agoI can't see customer address. Go to Managed Payments and download a report to see the addresses. https://www.ebay.com/sh/acc
Would I still be able to refund him the (ebay international program) order thru ebay? If you do not see the transaction on your All Orders screen, then you cannot refund through eBay. https://www.ebay.com/sh/ord/?filter=status:ALL_ORDERS
You can issue a refund through Paypal, assuming they have an account and give you their email address.
They will be expecting a full refund, which includes money you never received.
a) The VAT sales tax
b) The shipping for 2nd leg of the journey.
c) The Customs Duties
Otherwise, have the buyer file a dispute through their credit card company to get refunded.
A presale degrades your seller metrics on your Seller Hub because you didn't do these things.
1) Shipping label created and validated
2) Shipped within stated handling time
milktea_addict
OP2 years agothe transcation is on order page and the funds were cleared to me long time ago, the thing is if i click on the order there is no option there anymore, i cant see customer address or refund them. i dont know if i ship to them outside of ebay using my own label, can they dispute me saying they never receive? i dont have the option of uploding tracking anymore too.
wastingtime101
·2 years agoNot through eBay, that window has passed.
Through their credit card? Yes. But you can usually add tracking to the dispute if such a claim is filed.
wastingtime101
·2 years agoYou set a 30 biz day handling time on the Patrick Stewart book and the Taylor Swift record. If that was not enough time, why did you not choose the maximum of 40 biz days?
And if 40 biz days was not enough, why did you not wait to list until you were 40 biz days out so you would not be in violation of eBay policies?
For future reference, here's the presale policy:
https://www.ebay.com/help/policies/listing-policies/presale-listings-policy?id=4252
As for your current orders @milktea_addict you can contact the buyers, ask for their shipping address, then buy a label through a third party like pirateship.com - otherwise the buyers will have to file payment disputes (chargeback with their credit card) to force a refund from you.
milktea_addict
OP2 years agobecuase order was originally going to ship out within 30 days, merchant delayed for over 2 months
kensgiftshop
·2 years agoYou should have canceled the orders and refunded when you knew you wouldn't be able to get them shipped in time.
wastingtime101
·2 years agoAt that point the process would have been to cancel the orders, relist when you knew you'd have the product to ship within eBay's max handling time, and have the buyers repurchase.
Since you have understanding buyers that have been communicating with you, follow the steps I provided above - just ask them for the address to ship.
You're not going to find the address on the orders page. You should find it by downloading a transaction report from the Payments -> Reports page.
Whatever you do, do not refund through PayPal as suggested by a poster above. That's not tied to the original transaction so if the buyers filed non-receipt claims by way of a payment dispute, you'd lose and be forced to refund again.
dbfolks166mt
·2 years agoThere is a huge risk in pre-sales and not being able to meet the delivery dates for those item can be detrimental to you as a seller. You may want to read through the following policy regarding pre-orders.
https://www.ebay.com/help/policies/listing-policies/presale-policy?id=4252
With regards to your question the buyer cannot actually cancel an order they can only request the seller to do so. If they do make the request you would have to cancel the order for out of stock and those can be a killer for a seller.
Even if you manage to purchase a label offsite you may want to make sure you can upload the tracking and mark the order as shipped. Is eBay currently holding the funds for these transactions or have they been deposited into your bank account?
milktea_addict
OP2 years agoebay wont let me upload tracking anymore, on my order page, it shows shipping overdue, and customer address is gone, i dont have any option to refund or cancel the order as well. the fund has been cleared long time ago and i had received it.
toomuchstuffagain35
·2 years agoANYtime you make a preorder sale you should print out all the relevant details.
reallynicestamps
·2 years agoYou can buy a shipping label on the USPS website, or from some private firms that offer discounts like PirateShip or Shippo.
You are in touch with your customer so send him a cheery Message asking him to confirm his address (next time write it down in your daybook) and let him know it ships as soon as you have his confirmation. If you add a picture of the Thing party wrapped and ready to ship all the better.
Never depend on one source. Keep notes.
milktea_addict
OP2 years agoone of the customer is using ebay international program so the address was a ebay warehouse. There is no way i can ship international to him. would i still be able to refund him the order thru ebay?