eBay

golfingaddict · ‎02-28-2017

My concern and questoins relate to the tracking upload/validation change from 90% to 95%.

If everything goes well, this does not see like a big deal. I strive for 100% as promised in my listings.

However, there are times that things just don't work like that.

1. I currently have a late shipment/scan transaction that has brought down my percentage. Customer support has finally admitted that there is a problem on their side and the tracking information didn't get captured on time and caused the late shipment to be recorded on my account. Even though I can clearly see the ship on time, tracking validated on time right on the order details page, transation is held against me as a late shipment and CS tells me that it cannot be removed and I should not "worry" about it and to call back if it causes me to lose TRS.

2. We live in an area that has been hit with some severe winter weather and my carrier has been unable to get to my street on several occassions this winter. Of course these are minor weather issues that cause me grief but are not serious enough to affect a widespread area. I was able to hike 1 mile (with packages) to meet the carrier but this is just an example of weather or things out of our control affecting that upload time.

Severe weather, floods ( even in San Jose) happen. We can do our best but sometimes things happen.

3. Saturday, I shipped about 30 packages and the carrier picked them up (all orders from Friday afternoon to Saturday afternoon) but it was a new carrier and some of the packages did not record a scan until Sunday afternoon. Why? I have no reason. I watched the carrier pick up the packages. I shipped on Saturday to get a jump on things and I have to worry that they will be counted against me because the scan was not on time?

4. Low volume sellers do not seem to have much leeway when it comes to losing top rated seller for late scans or no uploads. Is this 95% going to unfairly disadvantage smaller sellers? Is it really going to take only one or two late scans to bump a low volume seller out of trs?

Ebay, Can you discuss how this is going to work and help me understand this new metric?

golfingaddict · ‎02-28-2017

My dashboard has

Transaction defect rate

Late shipment rate

seller cancelled transactions

Tracking uploaded on time and validated

which one is changing and/or are only parts of one changing?

So we can just upload tracking and be ok? So why did my percentage drop when ebay tells me a glitch cannot see the tracking validation from the USPS. The tracking is there, it shows movement and delivery but ebay says I do not have any validation of tracking. And I'm told to "get over it"

Is that going to be part of the change from 90% to 95%

carlmarxx · ‎02-28-2017

@golfingaddict wrote:
My dashboard has
Transaction defect rate
Late shipment rate
seller cancelled transactions
Tracking uploaded on time and validated

which one is changing and/or are only parts of one changing?

So we can just upload tracking and be ok? So why did my percentage drop when ebay tells me a glitch cannot see the tracking validation from the USPS. The tracking is there, it shows movement and delivery but ebay says I do not have any validation of tracking. And I'm told to "get over it"
Is that going to be part of the change from 90% to 95%

Well Said!

becksrelics · ‎02-28-2017

Yeah,the rep was wrong 😉

wood0405 · ‎02-28-2017

*eponymous...thanks for your response and input.

It appears that there is crossover between two different shipping related metrics:

1. Valid Tracking Upload

2. On-time shipping

The use of your stated handling time in the Top Rated Tracking requirement is different than how your handling time is calculated in your On-Time Shipping performance.

For Tracking requirements, you are required to upload your tracking within your stated handling time. We then look for any carrier scan to validate that uploaded tracking number. The carrier scan is not required to occur before the handling time. If either the tracking number is uploaded after your stated handling time or the tracking number is not validated by a carrier scan at any time during the transaction, the transaction will be counted as a miss in the Tracking requirement.

For On-Time Shipping, if we find a carrier scan that occurs on or before your stated handling time, your transaction will be calculated as on time. If the first carrier scan occurs after your stated handling time, we then look for a delivery confirmation before the transaction’s estimated delivery time. Estimated delivery time is based on your stated handling time, the selected shipping service, and when you receive cleared payment. If both the first carrier scan occurs after your stated handling time and the delivery confirmation scan occurs after the estimated delivery time, the transaction will be counted as a miss in the On-Time delivery requirement.

More details can be found at the links below:

Infographic of how On-Time Shipping Rate is calculated

Overall Details of the Standards Program and your On-Time Shipping Performance”

becksrelics · ‎02-28-2017

What the eBay rep stated is incorrect 😉

golfingaddict · ‎02-28-2017

except

@wood0405

That is not what is happening to me.

The item was purchased on Feb 22 at 8 pm, I shipped it on Feb 23 and it was picked up and scanned at 2:40 one day handling. It shows several subsequent scans and yet, my metric went down and eBay non Customer support told me to get over it, that it was not showing scanned and that is why I have wiggle room.

My whole number went down it is not broken down into parts.

eBAy won't even accept responsibility when they have a glitch or problem and are telling me it's my problem to deal with ... ON the same dang day that they change the standards from 90-95 percent.

golfingaddict · ‎02-28-2017

Ty;ical ebay.

If the seller makes a mistake, they risk losing their seller status and or getting suspended.

When ebay makes the mistake, they tell the seller to just live with it and risk losing their seller staus or get suspended.

I don't trust ebay to get it right because it is proven right on my dashboard. eBay tells me that they show no scans but all I have to do is bring up the order details on the ebay.com page and it shows the progress of the tracking and the subsequent scans..numerous scans and delivery. And ebay tells me that they can't see it therefore I am BAD and get a ding on my seller dashboard.

fern*wood · ‎02-28-2017

@golfingaddict wrote:
except
@wood0405

That is not what is happening to me.
The item was purchased on Feb 22 at 8 pm, I shipped it on Feb 23 and it was picked up and scanned at 2:40 one day handling. It shows several subsequent scans and yet, my metric went down and eBay non Customer support told me to get over it, that it was not showing scanned and that is why I have wiggle room.

My whole number went down it is not broken down into parts.

eBAy won't even accept responsibility when they have a glitch or problem and are telling me it's my problem to deal with ... ON the same dang day that they change the standards from 90-95 percent.

That upload tracking percentage usually runs behind a few days between the 20th and the end of the month if you sell things daily. Mine always catches up if I met the requirements as you have.

golfingaddict · ‎02-28-2017

And to add insult to injury, the first three offshore reps that I spoke with told me that there was no problem and I should clear my cache and cookies.

Really? Nineteen years on ebay and I can't even get a rep that I understand or understands me and they resort to telling me to clear my cache and cookies.

Finally I got transferred to someone that admitted that there was a problem and they were the one that had to tell me to just live with it.

Ok. Get over it........ I guess that is about all I deserve today.

carlmarxx · ‎02-28-2017

@wood0405 wrote:
*eponymous...thanks for your response and input.

It appears that there is crossover between two different shipping related metrics:
1. Valid Tracking Upload
2. On-time shipping

The use of your stated handling time in the Top Rated Tracking requirement is different than how your handling time is calculated in your On-Time Shipping performance.

For Tracking requirements, you are required to upload your tracking within your stated handling time. We then look for any carrier scan to validate that uploaded tracking number. The carrier scan is not required to occur before the handling time. If either the tracking number is uploaded after your stated handling time or the tracking number is not validated by a carrier scan at any time during the transaction, the transaction will be counted as a miss in the Tracking requirement.

For On-Time Shipping, if we find a carrier scan that occurs on or before your stated handling time, your transaction will be calculated as on time. If the first carrier scan occurs after your stated handling time, we then look for a delivery confirmation before the transaction’s estimated delivery time. Estimated delivery time is based on your stated handling time, the selected shipping service, and when you receive cleared payment. If both the first carrier scan occurs after your stated handling time and the delivery confirmation scan occurs after the estimated delivery time, the transaction will be counted as a miss in the On-Time delivery requirement.

More details can be found at the links below:

Infographic of how On-Time Shipping Rate is calculated

Overall Details of the Standards Program and your On-Time Shipping Performance”

What USPS tracking system outage errors where first scans are lost ? and Ghost scans As USPS call it when item showed out for delievery , When in facted Item is at the wrong P.O. Unit ,i.e. Missed sent . Then you have USPS Temp. help employees that aren't watched in surting hubs not doing their jobs . I have examples of case's.

golfingaddict · ‎02-28-2017

Fernwood, did you learn that line from ebay customer support? Should I clear my cache and cookies too?

That is not what is happening. There is a glitch where ebay did not get the tracking information validated even though it was there. This is not something that will self correct.

I was told that there is nothing that can be done and I have to get over it and wait for it to roll off.

fern*wood · ‎02-28-2017

@golfingaddict wrote:
Fernwood, did you learn that line from ebay customer support? Should I clear my cache and cookies too?

That is not what is happening. There is a glitch where ebay did not get the tracking information validated even though it was there. This is not something that will self correct.
I was told that there is nothing that can be done and I have to get over it and wait for it to roll off.

No, I was just trying to help. I rarely call ebay to hear the nonsense those reps spout, so I avoid that frustration which has obviously overwhelmed you.

baggs-2024 · ‎02-28-2017

Same business day handling time: If you offer same business day handling, you also have 1 business day to upload valid tracking information. For example, if a buyer pays on Tuesday at 10:00 am Pacific Time, you need to upload tracking by 11:59:59 pm Pacific Time on Wednesday. The tracking number must have at least one carrier scan recorded within your promised handling time.

This is the part that is being left out. Is this not so any longer?

raquel_bayarea · ‎02-28-2017

@becksrelics wrote:
What the eBay rep stated is incorrect 😉

@becksrelics Is there a part in the our explanation on Tracking and On-Time Delivery that you understand differently than we have shared today? Let us know how we can help.

baggs-2024 · ‎02-28-2017

The question in the original OP was about TRS qualifications. Do we not have to have a scan within our stated handlilng time anymore? What the rep quoted did not say that, that only needed tracking uploaded within our stated handling time. BIG difference. Please clarify.