eBay

inhawaii · ‎03-05-2023

I'm seeking some opinions.

I sold a widget today. $6 S&H for the first one. $3 S&H for each additional. Buyer bought one, then a few minutes later bought another one.

For years whenever a customer would do that I would always give them the a combined shipping discount and refund them the difference. My rationale being - it's the right thing to do.

Recently it's been happening so often that I gave up doing that as of 2023. If they buy a item and then buy a second one, I don't refund. I always check to make sure they are being shipped to the same address. If they are I ship them together. Technically I know they should be shipped separately but what a waste of time if they are going to the same addeess.

Since I stopped refunding I have had no complaints.

I Know giving a refund is still the right thing to do, and if I don't give a refund that technically I should be shipping them separately. My rationale is now - why should I correct the buyers "error" when they apparently are fine with paying the the full shipping twice.

Just wondering how everyone else handles this. Thanks in advance for your opinions.

Highway Patrol - Junior Brown

iamalwaysright · ‎03-05-2023

I do the same. No one ever complained about it. Sometimes combining pushes it up to Priority Mail which makes the buyer happier. It’d be outrageous if a buyer complained about that since I generally charge more for Priority.

Expect to see more of this as a result of the issue you mentioned in your other thread https://community.ebay.com/t5/Selling/Is-this-something-new/td-p/33599331

That pop up doesn’t show discounted shipping prices for additional items.

laststopgeneralstore · ‎03-05-2023

Happens to me all of the time. I even have everything stated and listed out word by word in the description and they still don't take advantage of it. I never refund the difference for shipping as it's a large cost of doing business and you should be refunding anything unless their was an issue.

All this proves to me is that 99.9% of buyers just do not read. You can look at any of my listings and I have the combined shipping deal and bogo deal clearly spelled out and people still message me asking if we combined shipping all of the time even though it's clearly stated.

biggymoe · ‎03-05-2023

@inhawaii wrote:
I'm seeking some opinions.

I sold a widget today. $6 S&H for the first one. $3 S&H for each additional. Buyer bought one, then a few minutes later bought another one.

I have had this happen, or more often, buyer buys items from different listings and doesn't "Request Total From Seller", so I can send one combined invoice, with the discounted shipping.
This point brings up the mobile app question, of why eBay doesn't make the "Request Total..." function available to mobile app users, of which there are many. But, that is a question for another time.

For years whenever a customer would do that I would always give them the a combined shipping discount and refund them the difference. My rationale being - it's the right thing to do.

I, too, have always refunded the difference. Your rationale is correct - it's the right thing to do.

Recently it's been happening so often that I gave up doing that as of 2023. If they buy a item and then buy a second one, I don't refund. I always check to make sure they are being shipped to the same address. If they are I ship them together. Technically I know they should be shipped separately but what a waste of time if they are going to the same addeess.

The fact that you are not wasting time, means less lost time, or expense, for you.

Since I stopped refunding I have had no complaints.

This really surprises me. Could be the fact that so many buyers don't bother reading all the details. I would be fearful of receiving a few negs.

I Know giving a refund is still the right thing to do, and if I don't give a refund that technically I should be shipping them separately. My rationale is now - why should I correct the buyers "error" when they apparently are fine with paying the the full shipping twice.

I correct the "error", because, once again, it's the right thing to do.

Just wondering how everyone else handles this. Thanks in advance for your opinions.

Personally, I will continue to give refunds, in these situations. YMMV

jrkirk · ‎03-05-2023

If you ship the two items together, don't forget to make sure the tracking number is copy and pasted into the 'second' item, so that both show correct tracking numbers.

dhbookds · ‎03-05-2023

Don't ship many combined items..........but on a similar note.......

Not too often, I overestimate shipping cost (obviously, I eat under estimates).......up til about 2021, I religiously refunded the difference (which could be $5 or more) and messaged the buyer with an apology......years ago, used to get "thank you's"......but in past 5 years, no acknowledgement and most of the time, no feedback, so I quit refunding....

My rationale is that if buyers don't "care" enough to acknowledge the refund.....why bother? If the overage is enough, I do bump them from parcel select to priority which satisfies my conscience.......

1786davycrockett · ‎03-05-2023

Maybe I'm just "old school" on the issue -- but I will always attempt to refund the buyer on excess shipping charges, if the buyer has made purchases on multiple orders. My buyers seem to appreciate the few extra $$$ back in their pockets; and I have quite a few repeat customers as a result -- and the feedback is rewarding, as well.

There are some sellers, however, who make it an issue that they will NEVER provide discounts on combined shipping, under ANY circumstances, and they seem to have any number of excuses for their refusal: it takes too much time; the savings to buyers just doesn't merit a refund; "I have multiple employees that need to be paid"; and so on. And to them I say: "Fine. Then please ship the two (or more) purchases that I have made from you today in separate containers, with separate tracking numbers, since I have paid you for two (or more) separate shipping charges, and I want to receive the full value of the purchases which I have made from you." The economic philosophy of "making the customer whole" is elementary, and historically goes back for well over 100 years; and the shipping charge is definitely a portion of the individual sale price.

But each seller must rely upon their own individual beliefs and business strategies -- what works for one seller may not work for another. Over the past 50+ years, I think that I have had some very good sales instructors, who have all believed that a seller should treat the customer in the same way in which the seller would like to be treated if the roles were reversed -- the Golden Rule, in other words: "Do unto others as you would have them do unto you."

And I'm not even religious.

pcobra93 · ‎03-05-2023

You can combine all orders easily if you use the bulk shipping label option. They it combines them on your orders page and one tracking number. I did know this existed until recently and wish I knew about it years ago. This also they allows you to insure a package for the total $ amount of the combined items and not just one...

sin-n-dex · ‎03-05-2023

@1786davycrockett wrote:
Maybe I'm just "old school" on the issue -- but I will always attempt to refund the buyer on excess shipping charges, if the buyer has made purchases on multiple orders. My buyers seem to appreciate the few extra $$$ back in their pockets; and I have quite a few repeat customers as a result -- and the feedback is rewarding, as well.

There are some sellers, however, who make it an issue that they will NEVER provide discounts on combined shipping, under ANY circumstances, and they seem to have any number of excuses for their refusal: it takes too much time; the savings to buyers just doesn't merit a refund; "I have multiple employees that need to be paid"; and so on. And to them I say: "Fine. Then please ship the two (or more) purchases that I have made from you today in separate containers, with separate tracking numbers, since I have paid you for two (or more) separate shipping charges, and I want to receive the full value of the purchases which I have made from you." The economic philosophy of "making the customer whole" is elementary, and historically goes back for well over 100 years; and the shipping charge is definitely a portion of the individual sale price.

But each seller must rely upon their own individual beliefs and business strategies -- what works for one seller may not work for another. Over the past 50+ years, I think that I have had some very good sales instructors, who have all believed that a seller should treat the customer in the same way in which the seller would like to be treated if the roles were reversed -- the Golden Rule, in other words: "Do unto others as you would have them do unto you."

And I'm not even religious.

I'm with you on that. I always refund the overage (provided I catch it at some point... usually it's when I ship, sometimes they buy two items together and eBay doesn't give them the combined shipping so they pay what they're told).

They often don't say anything, but they do notice the refund, and they do notice when you kept all their shipping and didn't refund the overage. I get contacted after a sale every once in a while and refund those overages right away. If not contacted I try to catch it when I ship, failing that, when I reconcile my sales for the week I'll notice if too much shipping was paid and none was refunded.

I want customers to come back and buy again, so I'm into doing things that will help make that happen. Keeping the extra few dollars is not as important as customer retention.

C.

varebelrose · ‎03-05-2023

I used to refund the overage as well, even sent them a note letting them know to expect it in their paypal (yes, it was awhile ago). never once had so much as a "thank you", so I stopped refunding also. No complaints from buyers ever.

sunny_ell · ‎03-05-2023

When someone buys more than one item, but doesn't ask for combined shipping and they are going to the same address:

1st, a message is sent letting them know that I combine shipping and would they like them sent in the same package, hence a refund. Give them a time frame before shipping.

No response from buyer = no shipping refund and ship separately.

This way it is all in ebay messages.

Maybe there is a reason they want 2 (or more) packages, as they are giving them to others and don't want to repackage?

pennysdream · ‎03-05-2023

I always refund it when it is over a certain amount. It's not my money.

Just my Two Cents...
Thank you for being here!
Penny

anasazirose · ‎03-05-2023

I have paw paw seeds listed. I offer them individually never thinking that anyone would purchase 1 seed at $1 and pay the $5 flat shipping, but about 5 people have. I messaged the last person and asked if that was correct, no response over the weekend, so I shipped. But in all cases, I send 1 or 2 extra. Either people don't read everything, or they don't care.

I have a relative who doesn't use the peel of coupons on items he purchases at the store, and the other day in line at Subway, I had an extra BOGO coupon and offered it to the person in front of me. He declined. The coupon would have taken $12 off his total, but he just didn't care.

Another lady I was shopping with needed rice in a box. 12 oz was $3.64, 24 oz was $4.36. She got the smaller one. I pointed out spend 20% more, get 100% more. She said she just gets the 12 oz every 2 weeks and that works for her.

I had a 20% off coupon for a store and my niece wanted a $130 item. The store is near a restaurant she was going to dine at. She didn't want the coupon because she didn't feel like shopping. After they ate, they decided to go shopping and she bought her $130 without the coupon.

SOME PEOPLE JUST DON'T CARE. Those are usually the people who put their great stuff out for trash just because they don't want to drop it off at the church (or wherever) or offer it free on SM.

The only thing I can say is you offer combined shipping, they don't take advantage of it, that's on them, not you. Shipping together may get you an item not rec'd if they're a dishonest person or if they just overlook that the items were together and they didn't get 2 packages.

I'm not well versed on what ebay policy is regarding shipping together, but maybe you could partially CYA by stating in the listings about combined shipping, checking out once or requesting new total and THEN going on to say, "If we notice items being shipped to same address, we may ship together. If you paid separately and you want a partial shipping refund (or credit), send us a message within 7 days of receiving your item and we will issue you a credit toward a future purchase (or a refund). Please keep in mind that ebay takes 15% of the amount you pay for shipping, and we can't refund that portion"

Or something similar. This might also partially alleviate your wanting to do the 'right thing'. If they don't ask for it back or take advantage of your discount in the 1st place, they may just fall into the category of the people I mentioned above. Consider it a tip.

lotzofuniquegoodies · ‎03-05-2023

@inhawaii wrote:
I'm seeking some opinions.

I sold a widget today. $6 S&H for the first one. $3 S&H for each additional. Buyer bought one, then a few minutes later bought another one.

For years whenever a customer would do that I would always give them the a combined shipping discount and refund them the difference. My rationale being - it's the right thing to do.

Recently it's been happening so often that I gave up doing that as of 2023. If they buy a item and then buy a second one, I don't refund. I always check to make sure they are being shipped to the same address. If they are I ship them together. Technically I know they should be shipped separately but what a waste of time if they are going to the same addeess.

Since I stopped refunding I have had no complaints.

I Know giving a refund is still the right thing to do, and if I don't give a refund that technically I should be shipping them separately. My rationale is now - why should I correct the buyers "error" when they apparently are fine with paying the the full shipping twice.

Just wondering how everyone else handles this. Thanks in advance for your opinions.

@inhawaii

I have offered combined shipping since day 1. At some point in time I added please message for shipping rates PRIOR to payment. Mostly due to the fact separate transactions usually end up being more in fees for me and a savings for the buyer. Over the course of time eBay has made it "difficult" in many situations for buyers to request revised invoices and even sellers to send them. Still boggles my mind to this day that when someone adds something to cart there is NO continue shopping button.

Everything gets thrown into a tizzy when immediate payment is thrown into the picture/even best offer or if buyer is on the app vs pc. Combined shipping and/or sending/requesting a revised invoice should never be a problem. For many buyers and sellers sadly it is.

-Lotz

PS. Even if the system calculator could understand that an additional box is not required...Just the additional item(s) weight to calculate(update) charges would be a most helpful fix. That would be a start in the right direction.

PS2. Regarding refunds, if the rate difference is minor(negligible) I don't bother refunding. Substantial I do or upgrade where I see fit.

stainlessenginecovers · ‎03-05-2023

Doing/Not Doing depends on 1 thing

Is this an item the customer could come back for more?

If so, they may realize they double paid for shipping, item came in 1 package, seller didn't refund, I'm not going to ask BUT, I'm just not buying from them anymore.