Do you think it’s right for eBay to allow negative feedback for USPS delays?

[ummyeahok]

I had concerns about shipping delays due to shipping surges due to the holidays, and COVID related shipping issues, so I set my handling time to 5 business days. Buyer bought the item the evening of 11/24. I was able to ship out and have USPS scan and pick up the very next day 11/25, the day before Thanksgiving. Because of this, eBay emailed the buyer letting them know that it was on its way, and should expect it 12/1 (4 business days). Well, since what eBay says is golden, 12/1 that very night, the buyer messages me, claiming the item was lost. Tracking (9405508205496902587899) shows that it was still in transit. Since USPS last scanned it on the 11/25, on 12/2 she demanded that I ship her out a replacement. Not wanting to damage my 100% positive rating, I reluctantly shipped out a second that same day (9405508205496945118999). On the 12/4, two days later, she demanded a refund. Of course, with two on their way, with the second not even having a chance to get there, I told her that when they arrive, to go through the eBay return process. That is when negative feedback was left. 

“Ordered on Nov 24. Today is dec 4th, still no color wheel.”

Both arrived on 12/9, 10 business days after original purchase.  I requested feedback removal and this was ebays response:

”We’ve looked carefully at this feedback and see that it doesn’t qualify for removal.

Feedback is a way to let our members share their experiences with other members. Feedback that breaches the feedback policy may be removed by eBay. We won't remove feedback on the grounds that a seller believes a comment is untrue or undeserved.”

If it doesn’t qualify then why do they have the option to select “beyond your control, ex: weather delays”? My business handling time was set to 5 days, that means that I SHOULD have sent the first item out on the 2nd, which DID arrive a week later, but I foolishly and graciously shipped it immediately. I am being penalized due to the inefficiencies of USPS, and ebays need to immediately tell buyers when their shipping label has printed, rather than include seller set “handling days.”

Is this right for them to do this? It should have been well known to ALL buyers and sellers AND eBay that a global wide pandemic has significantly increased the amount of shipping delays caused by significantly increased online shopping, fewer shipping employees due to social distancing requirements and illness, and pre election budget cuts. This was before it became known to me that UPS and FedEx was refusing shipments from certain retailers, meaning USPS was forced to take on their load as well. I say 10 business days, even without my pointless 5 business day handling buffer is pretty darn lucky, considering how worse off other buyers may have been.

[ashsm3682]

I had this issue. The buyer expected it by Christmas but didn’t “need” expedited shipping. She was not happy when it didn’t arrive on time, which it’s out of my hands once the post office accepts it. She wanted a return because she had to buy a replacement. Luckily, eBay told me I wasn’t obligated to return so I didn’t.

[caldreamer]

I agree with you 100% sellers should NOT have been penalized because of USPS delays.   EBAY should removed all negative feedback regarding shipping delays.

Changing your "handling time" does affect estimated delivery date.   Delivery date is determined when you print the label.

[inhawaii]

Do you think it’s right for eBay to allow negative feedback for USPS delays?

No.

[fashunu4eeuh]

"Is this right for them to do this?..." 

It may not seem fair, but eBay holds the seller responsible for the timely delivery of the package. In their eyes, the carrier is an agent of the seller, therefore the seller's the one holding the bag. It may not feel right, but it is how it is on eBay. Sellers must make their shipping choices with this policy in mind. 

"...ebays need to immediately tell buyers when their shipping label has printed,..."

That information is provided in the transaction details, and eBay also contacts a buyer when the item ships. 

[fashunu4eeuh]

Sorry, I ran out of time when answering your question, and needed to add that your specific negative feedback  should be eligible for removal.

You need to reach out to eBay again and refer the customer service rep to the updated announcement on eBay that a negative feedback is eligible for removal due to late shipments. Here is the policy announcement:

https://community.ebay.com/t5/Announcements/UPDATE-Helping-buyers-understand-shipping-delays-and-wha...

It clearly states the following:  "We will also remove negative or neutral feedback related to a late delivery automatically if an item arrives late but tracking shows that you shipped on time."

[bbravo65]

..."right hand doesn't know what left hand doing" is what could use in explaining how CSR of eBay handling matters without proper acknowledgement of company's updated policies...

[farmalljr]

eBay, as expected, is NOT holding to it's promises/agreement to "extend" seller protections. I have THREE defects at this point, on my account for late arrival. I have filed for a correction in all cases of this, and so far they have removed only HALF of them. Of these three in question, these buyers were REFUNDED as eBay bullied us into doing for the sake of "protecting" our seller metrics/good standing. So even though I HAVE done this, they still kicked me in the twig and berries. 

eBay says they can't remove them, and that there is no appeals. Pretty sweet deal for us sellers, right? 

Guess what eBay, I'll not make the same mistake again. I'll shut my store down/delist everything next time the system gets jammed up beyond our control. I'm more than a little ticked about the constant lies you feed us sellers. Not only did I lose the items I should be paid for, you also kicked me while I was down and screwed over my metrics, AFTER you agreed you would not DO that. Lies, is all eBay seems to know. Infuriating is an understatement at this point..... 

[futuremarine2011]

go online and read the horror stories on the usps pa sort facilities.  i had a postal teller tell me today they have shut down  a few of them because of no workforce due to covid and everything is just stuck sitting in it with no one to deliver it.  but  the  seller is at fault. passing the buck is nothing new

[bigdeals.etc]

Sorry didn’t read your post except the title...

But the answer is moot because ebay already protects you from bad feedback in regards to USPS Covid delays, right? I mean have for me thus far.

[futuremarine2011]

 bottom line is ebay  doesnt  protect  the sellers  wallet.  i bet the  money lost  by sellers due to INR claims is astronomical.

[alnor2010]

Now hang on a second everyone.....eBay did promise seller protection and you NEED to call them and take it up with them. 

However,

First, POLITELY ask the customer to revise her feedback.  Kiss up to her if you need to.  Negative feedback is a very long road to overcome and you will take YEARS to get back to 100%.  You will probably spend the rest of your ebay life at 99%.

Anyway, ask the seller to revise.  Explain to her what we have said to our customers.  Due to the pandemic, the postal service had to cut way back on their staff just like everyone else did.  Since Covid was still a major issue when the holidays came, instead of going home to family and friends for the holidays, most everyone shipped their packages home and vice versa.

That means with half staff (or less), the Postal Service had to ship probably 10 times more packages then there ever was before.  It was expected but, because of Covid, there was nothing else the post office, UPS or any other company could do about it. 

Explain that to her and ask if she would at least change her feedback to neutral. 

We had the same problem with 12 different customers and we received positive feedback from all of them. 

Let me tell you how we handled it.

Day after day, the tracking showed the packages as only being scanned the one time and that the packages are "waiting for acceptance".  I assured all of them and guaranteed I took the packages to the post office on the day I said I did.  I explained the situation as stated above and the packages are probably sitting in a box with hundreds of others.  It was odd that half the packages I took on that particular day were in the system and the other half where still at the post office building.

I talked to the supervisor who said the distribution center was packed full and everything will be shipped eventually.  Then I went to USPS.com and opened up a search request (I'm not sure of the actual title) for each package and I received a 'search number' for each.

Days later and there was no change to the tracking, I researched ebay policy (I've been ebaying for 25 years and I know more policies than their employees do but I don't know it all) and the "Seller Protection" stated that only if there is no movement on the package VIA THE TRACKING NUMBER after the customer files a complaint, then ebay will step in, i.e. refund.

 I checked the tracking numbers every day.  I use Endicia to print my labels and it is very easy to track packages.  I kept my customers informed and let them know that I am concerned (you have to say it but you don't have to mean it).  I went back to the USPS supervisor and told him my problem.  I said I understand the shipping problem and I am not complaining.  I told him what eBay told me and all I have to do is show that it is moving.  He was a little concerned why only half the packages when through.  Anyway, I got him to write and hand sign a letter stating that the packages are indeed at the post office, the massive shipping delays and that they WILL be delivered. 

I uploaded this letter to those worried customers.  Several of them asked for a replacement or refund but I kept reassuring them the package is coming.  When the packages finally left the distribution center, I notified them before they even looked up the tracking number.  We were having a stellar selling season but I made sure to set aside some time to satisfy my customers.  I want them to come back for more.

Twice a day I checked the tracking numbers of the packages and I messaged them to let them know what information I got on them.  It got to the point where I told them their package was being delivered on this day and to look out for it.  I kept tracking their packages for them and they appreciated it.

Twelve customers had complained about very late deliveries and I received positive feedbacks from every one of them. because I put in a little extra time and showed them what I was doing.  I showed them I opened up search requests, got the letter from the supervisor and that I was checking on their packages every day and they showed their appreciation via feedback.

Those packages took a month to go across a couple of states but if you show your customers that you are concerned, you will still come out in the positive.  You may not get out of this sale with a positive feedback but you'll know what to do if it happens again.

Even if you are a big box store selling on ebay, if you take  a little extra time to give customers fantastic service, they will appreciate it and say so with feedback.

[alnor2010]

You got burned, that is true but be prepared for next time.  The eBay seller protection in this case was that the tracking number has to show the package was moving within a 10 day period, not delivered.

As I stated in a previous reply, I attacked the delays from several different angles and kept my customers informed if not happy for the attention.  The defect rate doesn't mean much if you are not a top rated seller.  The top rated seller badge is only an icon and a higher up standing in the searches.  That's all you get for all that work.  I had it for years.  When I started selling cloth patches, I had to decided to charge the customer $4 for trackable shipping or send them in an untrackable envelope for free.  If the shipment is untrackable, you cannot get credit for tracking uploaded on time.  I decided to give up the top rated seller badge and give my customers a less expensive item.  During the pandemic, I sold hundreds of patches since April and only two were lost (and we aren't sure if that is true).

What I am saying is that we've been selling on ebay since 1997 and we decided this business is not about us--it's about the money.  We gave up our pretty ebay badges to make our items for affordable for customers and we are happy with the result.  We have a defect rate (not enough to get us suspended) but we don't care because we have very good sales.

All you need to sell on ebay is "Above Standard".  Anything more is basically ego.  Put your customers first and you will have a successful eBay business.

[alnor2010]

DON'T RELY ON EBAY TO PROTECT YOUR SELLER STATUS!  PROTECT IT YOURSELF WITH OUTSTANDING CUSTOMER SERVICE AND A GREAT RELATIONSHIP WITH THOSE CUSTOMERS.

It can be done..........

[liawrig.nq8rdwqa3]

I am now putting "expedited shipping" shipping option due to the slowness of the Post office.  I don't think it will make a difference because I mailed priority mail package on December 26 and it still haven't reached the buyer.  I'm going to give "express overnight" a try because the post office is soooo slow and inept.