mam98031 • Volunteer Community Member • Buyer/Seller since 1999
From the Fall Seller Update:
Answer:
It's an unfortunate reality of ecommerce that items are sometimes stolen or lost on their way to the buyer. Ultimately, it's the seller's responsibility to ensure their orders make it into their buyer's hands, and it's important they plan for the occasional lost or stolen item.
We will always do everything we can to help mitigate this risk for our sellers and will even cover the cost of the item in certain situations. The best way to protect yourself is to upload tracking for each order you receive as soon as possible.
What does this actually mean? I understand that Griff covered this a bit in the broadcast just before the chat. But why put this mix. It gets many sellers a bit upset at thinking Ebay is going to hold us responsible for lost or stolen packages when that was not the intention of the statement. But it reads that way.
From Ebay’s policies.
- eBay works to identify, warn, and restrict buyers who file unusually high numbers of cases.
- You can track the number of times eBay Money Back Guarantee cases have been removed from your account as a result of these actions in your seller dashboard.
- Protection when shipping within your stated time: If a buyer claims that they did not receive an item, the related eBay Money Back Guarantee case will be found in your favor if you shipped within your stated handling time and provided tracking information (with signature confirmation for transactions of $750 or more) before the case was escalated to eBay.
- To be protected, the tracking information will need to show proof of delivery from a shipping company that clearly displays the delivery status of the item as "delivered," the date of delivery(which reflects that you shipped within your stated handling time), and the recipient's address.
- Any buyer feedback (positive, neutral, and negative) along with detailed seller ratings [DSRs] will be removed promptly from transactions in which an eBay Money Back Guarantee case is resolved in your favor by eBay.
This question has been asked a lot on the dedicated Fall Seller Update threads. It was originally answered by a CSR to not mean what it actually says. That Ebay was not requiring the recipient’s address to be on the online tracking. But when further questioned on this subject, no CSR seem to want to touch it and it was ignored for the balance of the time the threads were opened, no matter how many times it was asked by multiple posters.
Please clarify what the updated version of Seller Protection means to sellers in regards to INR cases. And if the address confirmation is NOT required, why does the update policy say that it is? Or is it going to be updated again?
I'm not trying to harp on this subject. I just want to make sure I understand the policy so that I can do my best to comply.
@coffeebean832 wrote:
Shipping supply feedback -Please bring back the snowflake shipping supplies for the upcoming holiday season. Last year's design did not feel seasonal or holiday.The glue strips on both padded and poly mailers do not extend far enough to the ends. There is too large of a loose corner flap that can get caught on other packages or machinery during its shipping journey.
Hi @coffeebean832 - we haven't heard of any plans to release holiday shipping supplies this year. How significant are these to you and your holiday business? We'd love to take some examples of your input and get it to the supplies team to encourage them to consider themed packaging again.
As to your feedback on the poly mailers, it's really appreciated! I'll get that to them too. Thanks!
tyler@ebay wrote:
@coffeebean832 wrote:Shipping supply feedback -Please bring back the snowflake shipping supplies for the upcoming holiday season. Last year's design did not feel seasonal or holiday.The glue strips on both padded and poly mailers do not extend far enough to the ends. There is too large of a loose corner flap that can get caught on other packages or machinery during its shipping journey.Hi @coffeebean832 - we haven't heard of any plans to release holiday shipping supplies this year. How significant are these to you and your holiday business? We'd love to take some examples of your input and get it to the supplies team to encourage them to consider themed packaging again.
As to your feedback on the poly mailers, it's really appreciated! I'll get that to them too. Thanks!
I really liked the snowflakes too.
I fully agree that the glue strips stop way short of the side of the package. I tape them down as there is too much flapping around and it invites damage to the package. There is a good inch on both sides of zero glue. That leaves a lot of unsecure plastic to get caught on all kinds of things.
@mam98031 wrote:
From the Fall Seller Update:
Answer:
It's an unfortunate reality of ecommerce that items are sometimes stolen or lost on their way to the buyer. Ultimately, it's the seller's responsibility to ensure their orders make it into their buyer's hands, and it's important they plan for the occasional lost or stolen item.
We will always do everything we can to help mitigate this risk for our sellers and will even cover the cost of the item in certain situations. The best way to protect yourself is to upload tracking for each order you receive as soon as possible.
What does this actually mean? I understand that Griff covered this a bit in the broadcast just before the chat. But why put this mix. It gets many sellers a bit upset at thinking Ebay is going to hold us responsible for lost or stolen packages when that was not the intention of the statement. But it reads that way.
Hi @mam98031, in response to feedback from the Community, the FAQ in reference has been updated (see screenshot below). We will resolve Item Not Received claims as we have in the past when tracking confirms delivery.
brian@ebay wrote:
@mam98031 wrote:From the Fall Seller Update:
Answer:
It's an unfortunate reality of ecommerce that items are sometimes stolen or lost on their way to the buyer. Ultimately, it's the seller's responsibility to ensure their orders make it into their buyer's hands, and it's important they plan for the occasional lost or stolen item.
We will always do everything we can to help mitigate this risk for our sellers and will even cover the cost of the item in certain situations. The best way to protect yourself is to upload tracking for each order you receive as soon as possible.
What does this actually mean? I understand that Griff covered this a bit in the broadcast just before the chat. But why put this mix. It gets many sellers a bit upset at thinking Ebay is going to hold us responsible for lost or stolen packages when that was not the intention of the statement. But it reads that way.
Hi @mam98031, in response to feedback from the Community, the FAQ in reference has been updated (see screenshot below). We will resolve Item Not Received claims as we have in the past when tracking confirms delivery.
Humm, my old eyes are not that good. Can I trouble you for a link or a much larger pic. LOL
@mam98031 wrote:
brian@ebay wrote:
@mam98031 wrote:
From the Fall Seller Update:
Answer:
It's an unfortunate reality of ecommerce that items are sometimes stolen or lost on their way to the buyer. Ultimately, it's the seller's responsibility to ensure their orders make it into their buyer's hands, and it's important they plan for the occasional lost or stolen item.
We will always do everything we can to help mitigate this risk for our sellers and will even cover the cost of the item in certain situations. The best way to protect yourself is to upload tracking for each order you receive as soon as possible.
What does this actually mean? I understand that Griff covered this a bit in the broadcast just before the chat. But why put this mix. It gets many sellers a bit upset at thinking Ebay is going to hold us responsible for lost or stolen packages when that was not the intention of the statement. But it reads that way.
Hi @mam98031, in response to feedback from the Community, the FAQ in reference has been updated (see screenshot below). We will resolve Item Not Received claims as we have in the past when tracking confirms delivery.
Humm, my old eyes are not that good. Can I trouble you for a link or a much larger pic. LOL
@mam98031, sure! You'll find the FAQ on the Seller Update page.
