Problem with buyer. Need to change shipping rules.
I started a thread on how to set shipping policies. More specifically, how to actually get my listings to apply them. Edited an item and accidentally figured it out on my own. However, I can't find that thread. No biggie. I believe it only had my initial post and my own response about figuring it out.
Now, I can not figure how to edit/create shipping rules. I go to business policies and then shipping. I can edit the policies. I can not figure out how to access the rules to edit or add a new one. I have 2 issues.
Issue one doesn't really create a problem, but I would rather not have to deal with it. When people use my promotional rule (is used for media mail), it defaults to priority. I don't believe the buyer see this. It shows they chose promotional shipping. Also, it allows me to switch to medial mail when I purchase labels. However, I would like to have it default to media mail. Small issue.
Issue 2 - I seem to remember when I originally created the promotional rule that I had the option of allowing additional items bought during a determined period to fall under promotional rules. I am assuming this means if I offer combined shipping for a flat rate, the buyer will not be charged shipping on additional purchases falling within that window. Is that correct? I've had issues with this more than once. Also, would that extend to accepted offers?
Here's the specific issue with the buyer. A buyer sent me 4 offers. Later found out he made a 5th offer that was auto-declined. Therefore, I didn't ever see the offer. Anyway, I didn't want to accept the offers for two reasons. They were lower than I would generally entertain. Also, the buyer would be charged my shipping fee for each of the 4 items. So, I contacted him about it.
Every thing went well. I made clear that I would have to decline his offers. Then I could set the items to our agreed upon price. I instructed him to add them to his cart and he would get promotional shipping. Long story a little less long. Everything was set. Then the buyer actually purchased all of the items separately. Naturally, he was charged S&H on each item. Why he would complete 6 individual purchases and then complain about shipping is beyond me.
I noticed what he was doing and tried to message him that he should have used the cart, but I would refund the excess shipping. Too late. He went off about my poor communication and requested cancellations via eBay. We had numerous exchanges and I was very clear. I was extremely patient through all of this. I made it clear he didn't need to use the eBay request. I would not force him to buy items if he wanted them cancelled (even if it was his mistake). It had been a very cordial exchange up to that point. He sent me a message about my "poor" communication. This did anger me some and I responded that my communication was not the problem, his comprehension was. Then he started messaging me that I was a con man. The entire time I was trying to lower his total cost. That really angered me. I messaged that I would be contacting eBay. It went downhill from there. I have the receipts (messages).
Finally, it got to the point where I reported and blocked him. Will a change to shipping rules prevent this in the future? I've had similar problems with other buyers that were easily resolved with refunded shipping. So, I need to know how to edit/add shipping rules (not policies).
Also, I would appreciate feed back on how to handle this with eBay. I have no idea if he has contacted them or reported me. I don't give a flip about losing the 6 sales. I do care about how 6 cancellations look. I do care about being called a con man. I do care that he can (but hasn't) leave me negative feedback on those items. Alternately, I would like to warn other buyers about him by leaving feedback of my own. I will refrain as long as he does. It's really sad. It was a really good exchange until he didn't cart the items. Should I actually contact an eBay rep about this? Would it accomplish anything?
Sorry for the novel. Mostly need to know how to access the shipping rules. Any help would be greatly appreciated. Thanks.
tonehome
OP2 years agoHmmm... I came here to add a slight twist. I reread wasting's first post. A seller can not leave negative feedback for a buyer? That seems like a bad rule.
Anyway, the original bidder left me positive feedback on all the items today. Seems odd. Maybe he went back and reread the messages. Now that's something eBay shouldn't allow. Meaning feedback on a cancelled transaction - either way. Considering unblocking him. Not sure. He seemed like a really good buyer until the end. Just thought I would share this with no one (except myself).
wastingtime101
·2 years agoHi @tonehome .
Set up or revise your shipping rules on this page:
https://www.ebay.com/ship/prf
You said you already know how to apply rules to your biz policies and all you needed was the above link, correct?
A few other things:
You cannot leave neg FB for buyers, or a neg comment with a pos rating. It has not been permitted since 2008. As long as you cancelled using "buyer requested" since it seems the buyer did request to back out, and the messages confirm that, then you're fine on that front.
There's no need to contact eBay on any of this.
If you find yourself in a similar situation where a buyer is making offers, either:
- Accept the offers and they will pay separate shipping or
- Do what you tried to do here with adjusting listing prices, but make it abundantly clear the buyer has to "add to cart" and tell them if they "buy it now" instead and pay for each item separately then it will not combine shipping.
tonehome
OP2 years agoThanks. That is exactly the link I needed. I'll have to bookmark it.
wastingtime101
·2 years agoNo prob @tonehome , That's the Shipping Preferences page. You can always find it under your main Account Settings page.
pjcdn2005
·2 years agoTo see other posts that you have done, click on your own ID when signed into the community forum. I would leave this thread here as more people are able to reply here.
Why didn't you just refund him the extra shipping cost rather than cancelling the transaction?
Out of curiosity, I put a couple of your dvd's in my cart and was charged $4 for shipping both. When I added a magazine I was charged the full price for ground advantage which makes sense as you wouldn't be able to ship it media mail.
In a situation like this, when you went to purchase a label, it might show you the default as Prioirty just because there were two services being used so you would have to work around that and change all to GA or do two separate labels. As a disclaimer, I am basing that on what I've read, I don't use ebay.com shipping so I can't tell you from experience how it would look.
I apologize if I haven't answered any of your questions but I'm not that familiar with using shipping policies.
tonehome
OP2 years agoI really appreciate this. FTR. I did offer the buyer a refund on the extra shipping. He dug in that my communication was poor and I was trying to con him. Even gave him a second chance after he requested cancellations.
Thanks very much for checking out the carting situation. If I understand you correctly, the 2 media mail items carted correctly (only $4 S&H total). You did raise an interesting point. I'm not trying to get over on anyone with the shipping. I've never had a split cart. IOW, each cart has been all CDs/DVDs or all Mags or All Books. Each of those had their own shipping $4/USPS GA/Free. I've since consolidated all media mail listing to the $4 per order. If magazines were mixed in, it would probably be cheaper to ship everything Ground Advantage. I'll have to see if it's cost effective and if I can accomplish that via Shipping polices. Actually, the vast majority are single item orders.
tonehome
OP2 years agoThanks. I did distill it to one basic question. Two if you include how to handle the situation part. During my searches, I saw many complaints about sellers. Nothing quite like my situation. Regardless, thanks for your help and suggestions.
I usually just ask my phone then check the help section here. The answers on both took me to my shipping policies. I have no problem getting there. I just can't figure out how to access my rules.
So there's the single ask. How can I edit/add my shipping rules. It may well be from the shipping policy page, but I can't figure it out.
mam98031
·2 years agoI'll give you some policy pages to look at so you can zero into exactly what your issue is so it can be better addressed.
https://www.ebay.com/help/selling/shipping-items/setting-postage-options?id=4089
https://export.ebay.com/en/shipping/how-set-your-delivery-options/
https://www.ebay.com/help/selling/business-policies/business-policies?id=4212
https://export.ebay.com/en/listings/how-optimize-your-listings/how-list-faster-with-business-policies/
I know it is a lot to look at. Take your time.
pjcdn2005
·2 years agoIf @wastingtime101 is around he may be able to answer your specific question about how to edit your shipping rules in business policies.
tonehome
OP2 years agoYes, thanks. Should I move my novel there?
mam98031
·2 years agoI suppose you can, but it would likely be more effective if you were just stating the details and facts of what happened. Long posts don't always get completely read and/or less members will reply to them. It is likely it can be much shorter than a "novel" if you take out stuff and just leave the details, facts and your actual question.
mam98031
·2 years agoIs this what you are looking for?
https://community.ebay.com/t5/Ask-a-Mentor/Setting-a-fixed-shipping-rate-and-a-combined-variable-shipping/td-p/34364675