1st January Dispatch time Glitch eBay admins help
There is some glitch for dispatch time, because I was asked to post my orders from 29.Dec to 31.Dec 2023 (weekend before New Year Day) on 1st Jan 2024 New Years Day when everything is closed!
I posted them and uploaded to ebay asap which was Jan 2nd, yet I received 14 defects for "Uploaded late" in the Seller level Dashboard.
See attached images as proof about the glitch.
eBay admins, please help, this will impact my seller level in negative way, while it was some technical issue on eBay site. I need those defects to be deleted and "customer service" is not of much help
I am sealing here for years and this is first time this happened on new year, normally dispatch time is prolonged during the holidays automatically by eBay
14 comments
reclother
OP2 years agoYes of course.
Nothing happened.
Also I was contacted by my new "personal ebay manager" 7 days ago (never had one before) who ensured me he escalated the issue and someone is working on it. Than basically we had same call almost everyday day about someone is working on it and he see it was an error, but nothing changed, they were just empty words.
Today I finally found an option to chat with customer service on US site (I was not able to do so for 2 years at least), but again they instantly just gave me same link where I can send only an email to customer service, which I sent 3rd time now. They refused to help and insisted I can only use email
Tomorrow I will loose my Top rated seller status because of this issue, so it was my last try.
I don't believe my Top rated status will be renewed even if they remove the defects.
I will need to ait 3 months and loose a lot of money because of the advantages this badge have.
I opened basically same topic, but under the "ebay technical issues" board just because I wanted to point out this issue to that board teem too, so it will not repeat again in the future, but it looks like both topics somehow merged together.
I am afraid this can happen again next holiday, if it will not be dealt with.
reclother
OP2 years agoI was striked with the "Shipping overdue" during the Holiday Janauary 1st 2024 (Monday) New Year Day. see attachment.
All 14 orders are from the weekend, I shipped them after holiday Jan 2nd and uploaded all tracking numbers same day, Jan 2nd, yet I received 14 defects on all orders for "Uploaded late"
This is not supposed to happen that eBay is asking me to ship during the Holidays! How am I supposed to do so? Selling here for years and this is first time this happened, but worst is I got 14 defects for this glitch and so far no one from "customer service" was able to help me and remove them. No one is taking are of it and now I loose my Top rated seller status because of this technical issue.
Oncogene from eBay looking into this make sure this will not happen again!
During holidays eBay should automatically prolong dispatch time (as it used to do)
stainlessenginecovers
·2 years agoWhat is your handling time? The 3 items purchased on 29th could've 'uploaded' on the 30th; 4 items on the 30th could have also been 'uploaded' on the 30th.
Did you wait until the 2nd to 'purchase label' (or mark as 'shipped' adding tracking numbers?)
reclother
OP2 years agoHandling time is one day.
Orders from 29 were made after my handling time, other orders are from the weekend.
Monday was closed because of the holiday, all were supposed to be posted on Tuesday Jan 2nd.
But it does not matter because if I was late (which I was not) there was supposed to be any other date than a holiday date (Jan 1st)
Here is a csv evaluation report from my seller level with all the details, where you can see I was "expected" to ship/upload during the Jan 1st which is a holiday.
wastingtime101
·2 years agoDid you contact customer service @reclother as I suggested last week? What was the result?
reclother
OP2 years agoYes, exactly that's my point.
I am with the same bag as the other lets say "not that customer friendly" sellers.
I am offering 60 days free returns, selling here for 6 years, on ebay UK for 10 years having 100% positive feedback, always.
Yet I am punished for almost every Return case for every Neutral feedback, even for the Positive feedback if the buyer leaves lower than 5 star Accurate description rating.
Thanks to new eBay export "Bad Buyer Experience ("BBE") policy" - valid only to the overseas sellers, US and Canada is not involved.
Basically I am left to customer mercy with almost no space for error, like you said.
It was set the feedback is not impacting the selling performance, but now only overseas seller are impacted again.
I understand why they need to do this and there must be some control and policies in place, but why handle established reputable sellers with history same way as the newbies or sellers with visibly bed history.
Like if I offer free 60 days returns, buyers can return the item for any reason whatsoever so their experience should be good at the end because of the hassle free experience. Why then I receive defects for "doesn't match description" or "lower than 5 star Accurate description rating"
If there is an issue I handle it, buyer is refunded everyone is happy.
Those things are out of my control and that's only a buyer opinion, yet they are treated as a fact.
Currently I have now way how to defend myself with this ("BBE" policy).
Spent all day trying to remove some of the defects in this new policy, but no one in the customer service was aware of this policy
Sellers providing return service like this should have some advantages, not nothing, whats the point then, if I am treated like everyone else not providing return option at all.
Fun fact, I am currently measured on 3 different metrics:
Seller level metric
Service metrics
Bad Buyer Experience metric
That's at least 2 more than we really need.
I am not selling thousand of items, so just few (about 😎 "Bad Buyer Experiences" can result in my account suspension. And it does not matter how good I describe the item, how good photos I make or what services I provide - there will always be buyers that don't read description (even photos), that abuse the system or who make mistakes and I am punished for those, with no way (currently) to appeal.
Lets forgot thousand of happy past or returning customers, punish me for the few.
That's tariffing as my living hood depends on it.
Maybe eBay should take a different approach, to reward good behavior, instead of punishing for bad "opinions".
Sorry for this tirade, I just couldn't stop writing, as all of this frustration because of the "uploaded late" defects and Bad Buyer Experience defects, boiled out and I needed to take it out. 🙂
But maybe someone will find it comfortable one day, thinking he/she is not alone.
Sure, I will update the actual topic once I have a resolution from eBay.
wastingtime101
·2 years agoHi @elizabeth@ebay - there's some pretty good feedback in the post directly above this one about the new Bad Buyer Experience (BBE) metrics for overseas sellers, and how eBay could benefit from finding ways to distinguish long time, established sellers with generous return policies and great track records from the problem sellers eBay is targeting with this policy. If you wouldn't mind taking a look at the FB and escalating it, I'm sure this seller will appreciate it. 🙂
elizabeth@ebay
Thank you @wastingtime101. I'll review this and pass it along. I appreciate everyone's input.
reclother
OP2 years agoThank you for your time and suggestions, it is really helpful.
So far no luck.
First email to customer service I just receive a general non solution reply.
I already send s second one and like a flash out of the sky exactly when I needed it I just received an ebay "manager" today for my account so I explained the situation to him.
Hopefully he will be able to help.
BTW being from Slovakia I was never able to chat with customer service, that option just redirects me to help home page (same goes with the "Appeal a defect" button), I can only post email, so yes, its quite frustrating dealing with issues here, if they happen.
Don't know why is that so.
Hope things will go better in the future for the honest overseas sellers like me which actually bring some value to the platform.
Because right now I don have this feeling, as its becoming harder and harder to overcome all the different rules that apply just to oversees sellers.
wastingtime101
·2 years agoGood luck @reclother - come back to let us know what happens. I've seen how strict eBay has become with international sellers which is even more reason to try and get this addressed. The bad sellers always ruin it for the good sellers, don't they? Leaves zero room for occasional human error.
reclother
OP2 years agoSure. Here it is. I did not changed this dispatch time like in 3 years, so I don't think so this is the case. Years before there was no this issue like this at all. Its like eBay had some glitch and did not calculated postage day correctly. Its not possible to post packages during the New Year Day, as it is a holydays, so I just should not receive a defect for that. Postage day was supposed to be Jan 2nd not 1st.
BTW, same happened to my UK account, but there it looks like they already handled it and I have no defects for the transactions I got during the weekend before NY.
That's why I am sure its some kind of eBay glitch or technical issue.
If they will not delete those defects by Jan 20 I will loose my top rated seller status, because of eBay glitch...
wastingtime101
·2 years agoThanks, I wanted to see that screen to rule out a different issue that's been popping up @reclother . Based on the info available, I agree there's some kind of tech issue because you should not have seen ship by dates on weekends or holidays.
I suggest contacting customer service to report the problem and appeal the defects. There's a chat option on the left side of this page: https://www.ebay.com/help/contact_us?id=4002&st=10
Go through the prompts until you get a live agent.
You can also try contacting eBay on social, but I'm not sure which, if any, of these channels will be open to you since you're in Slovakia. You might be forced to use chat link posted above. You can try to send a DM to one of eBay's social CS teams: ebayforbusiness on facebook, ebayforsellers on insta, askebay on X
wastingtime101
·2 years agoAlso @reclother , you can check this page and see if you have an option to appeal the late shipments. Not sure if they will appear under the defect section or not.
https://www.ebay.com/sellerhelp
wastingtime101
·2 years agoCan you post a screenshot of what you see on this page @reclother ?
https://www.ebay.com/ship/cutoff