Very high “item not received” claims? What?!?!
Summary: bestcardz4u is frustrated with increased "item not received" claims despite having good sales and reviews. They use a low-cost shipping option that often lacks tracking updates, and now face potential account changes. shire123 suggests advising buyers to contact them before filing claims, while mr_lincoln criticizes the application of metrics to non-door-to-door tracking shipments. bdmh-enterprises mentions that issues with envelope rigidity can affect tracking, suggesting packaging changes could help improve tracking reliability.
I have great reviews and a fair amount of sales in the past 9 months. I use ESE for cards $20 and below because no one wants to pay $6 for shipping on a 5, 10, or 15 dollar card. Now this is your mailing option. Yet, stuff I ship rarely gets updated when delivered, or even get scanned after I drop it directly at the local post office. I understand there is gonna be some of this when using cheaper shipping. So, I have gladly taken care of every customer I’ve had with an item not received claim. Whether by refund or replacement.
Here is my problem. I get an email today saying that I have a very high amount of “item not received” claims. That stuff will be changing on my account because of it. Are you guys joking? I drop off shipments everyday at the post office, I always use the proper postage whether machinable or non machinable. I take care of all the customers that do make claims. But, you’re still punishing my account. It’s just one thing after another. I can’t handle this craziness too much longer 😩
sin-n-dex
·2 weeks agoUnfortunately if the customer makes a claim, it counts, even if you could prove it was delivered, the filing of an INR counts against you.
I used to use ESE for some items and had to occasional file claims. The insurance they have is great, but if yours are not getting delivery scans there's a problem with the envelope/packaging you're using. If customers say they don't get them, they could be truthful (supported by a problem with packaging making it undeliverable), or they could be taking advantage of tracking not updating.
You didn't say what kind of cards you sell, that matters. Some types of cards attract a higher percentage of dishonest customers (just like silver dollars attract them in my category, but most other coins do not).
bdmh-enterprises
·2 weeks ago99.9% of the time ESEs don't get scanned it is because the envelope is too rigid or not uniformly thick. ESE have to be machinable to be tracked. If you are using top loaders or card stock mailers, that is the problem.
mr_lincoln
·2 weeks ago@bestcardz4u
It still amazes me that eBay applies their Seller Metrics to items shipped with ESE considering that it is NOT door to door tracking. The seller Metrics are extremely subjective and in my view should be revamped (or canned altogether).
bdmh-enterprises
·2 weeks agoBecause a properly packaged ESE does get door to door tracking. I have full scans on 97% of my ESE and less than 1% with no scans at all.
ESE also do have more leeway in the metrics. Since you don't need to get acceptance scans your late shipment rate is only affected if they are actually delivered late.
mr_lincoln
·2 weeks ago · Edited@bdmh-enterprises
True but the simple fact that it is not door to door tracking from the "git-go" it should not be included in Seller metrics that were origianlly created to monitor the results of a door-to-door tracking system. If they want to ADD an ESE Metric they can BUT not penalize Seller because of a system that is not complete in the first place.
shire123
·2 weeks agoRight or wrong those are the things ebay uses to evaluate accounts. Having a relatively high number of INR's puts you at risk of unsatisfied customers. As ebay wants to keep their buyers happy any threat to that "happiness" is a risk.
As I don't deal in items like you sell I'm not sure I have much advice other than maybe in your listings make a statement something to the effect that the buyer rather than filing an INR that they should contact you first and you will make things right???