eBay

modulok! · ‎10-31-2017

Buyer is in VA and I am in ND. Sent item (larger package) via USPS Parcel Select Ground to buyer on 10/23. USPS estimated delivery was on 10/30. Everyday since ship date the tracking has updated and then stopped updating on 10/29 with the last scan being "In Transit". Weird thing is that for the 27th, 28th, and 29th the scans were all "In Transit" and at the exact same time of day 9:11 am. Buyer messages me today (10/31) with this...

"Still haven’t received my item. Post office can’t figure where it is. They told me to contact you."

Tonight I started a "Where's My Mail" (or something similiar) for the package in question on the USPS website to see if they can find it. What do I say to the buyer at this point?

Same thing is happening to another package I sent on the 10/25 to SC with a USPS estimated delivery date of 10/31 (last 3 scans were also "In Transit" all with the exact same time of day, then no more scans after 10/29). This was also a larger package sent Parcel Select Ground. This 2nd buyer has yet to contact me at this time but probably will soon with the way my luck is.

I know everybody is going to say that I should be shipping these items Priority Mail, but with the larger dimensions of these packages the shipping cost difference is quite substantial: about $16 for Parcel Select compared to around $35-$40 for Priority. Most of my buyers opt for the slower Parcel Select Ground then cry about the slower delivery times.

jonathankirkland · ‎10-31-2017

What are the estimated delivery dates on the listings? Have those dates lapsed yet?

You can also use FedEx for bigger, heavier packages. I noticed that the FedEx prices through ebay with the discount are about 1/2 the cost of the USPS equivalent... (I send big packages all the time, 15-20 lbs and it costs anywhere from $13 from Michigan to elsewhere in the Midwest to $25-35 to Florida or California).

Only thing I can suggest at this point is asking your buyer to please wait patiently a few more days and see if it turns up.

If they open an "item not received" case, which they can do I believe 24 hours after the estimated delivery date, you may end up having to refund. I hope your buyers will be patient and in the future you'll consider a more reliable shipping service, even if it is quite a bit more expensive.

Sadly, the old mantra is true, you often "get what you pay for."

ted_200 · ‎10-31-2017

Well, here's what I do...

Point out tracking / scanning isn't 100% reliable, ask them to be patient for a few more days and to let you know when it arrives. Apologize for the delay. Promise you'll check back with them in a few days. Most importantly, assure them you'll refund them in full if it doesn't show up. Mention the delivery estimates are sometimes a bit optimistic. Mention you'll refund them if it's not received again. Thank them for their patience.

USPS is very reliable, if not always timely, at delivering stuff. Scanning is less reliable. It's all you can do.

The Floggings Will Continue Until Morale Improves.

modulok! · ‎11-01-2017

@jonathankirkland wrote:
What are the estimated delivery dates on the listings? Have those dates lapsed yet?

You can also use FedEx for bigger, heavier packages. I noticed that the FedEx prices through ebay with the discount are about 1/2 the cost of the USPS equivalent... (I send big packages all the time, 15-20 lbs and it costs anywhere from $13 from Michigan to elsewhere in the Midwest to $25-35 to Florida or California).

Only thing I can suggest at this point is asking your buyer to please wait patiently a few more days and see if it turns up.

If they open an "item not received" case, which they can do I believe 24 hours after the estimated delivery date, you may end up having to refund. I hope your buyers will be patient and in the future you'll consider a more reliable shipping service, even if it is quite a bit more expensive.

Sadly, the old mantra is true, you often "get what you pay for."

I've shipped over 2000 packages via Ebay. I'd say at least half of those packages were shipped via USPS Parcel Select Ground. Never had a lost package and only a handful that were a little late so I don't think I would go as far as to say that Parcel Select Ground isn't "reliable". I like to give my customers a choice between Priority and Parcel Select Ground especially on larger packages where the Priority price is absurdly high (maybe you don't ship many large packages?). Like I said in my original post, a lot choose the slower cheaper shipping method and some like to get mad when their package doesn't arrive at Priority mail speed. I think a lot of the blame falls on Ebay's delusional ESTIMATED delivery dates. Kinda gives customers a false sense of when their package will absolutely arrive. It's like these entitled people see ESTIMATED and read it as GUARANTEED (USPS doesn't even guarantee their delivery times). I've noticed a big uptick lately in the amount of buyers who send angry messages before or day of Ebay's ESTIMATED delivery dates wanting a refund of the item price and/or shipping cost even though most of the time the tracking is showing that the package is still in the process of making its way to them. Seems like lately people are trying anything and everything to get their Ebay items for free or at a steep discount...kinda sad state of affairs.

jklfindings · ‎11-01-2017

Your cheaper shipping methods (Parcel Select) are slower, and considered "low Priority" to USPS. If the truck that should be carrying your package fills up with First Class and Priority stuff first, your Parcel Select shipment will get delayed till the next truck with room for it. Those multiple "in transit" scans are good, becuase the container your package is in is getting scanned. Most likely the stop in scans indicates it is on a truck headed to where it is supposed to be going. Tell your buyer to be patient, that the estimated delivery date is just that, "estimated". Lots can happen to a package on its way to a buyer, just keep a cool head and keep checking the tracking, it will make it there.

a_c_green · ‎11-01-2017

@modulok! wrote:
Buyer is in VA and I am in ND. Sent item (larger package) via USPS Parcel Select Ground to buyer on 10/23. USPS estimated delivery was on 10/30. Everyday since ship date the tracking has updated and then stopped updating on 10/29 with the last scan being "In Transit". Weird thing is that for the 27th, 28th, and 29th the scans were all "In Transit" and at the exact same time of day 9:11 am.

Right; the "In Transit" notations are sort of automated, filler entries, added to the log after some fixed period of time (generally 24 hours but I've seen other fixed increments as well) since the last genuine scan of either the package itself or the container that it was last recorded as going into. They do not reflect an actual scan event.

The "In Transit" log entry does indeed repeat at exactly the same minute of the hour for several days, though in my experience, the system only adds three or four at most before it stops doing that. After that point, logging will stay quiet until another genuine scan occurs of either the package or its shipping container.

As the package is probably riding around in the back of a USPS truck, which might be delayed en route somewhere, I wouldn't worry too much. Assure your buyer that you are checking its status every day (or something like that) and ask them to be a bit more patient. I would guess that it will pop up on the radar (if not their doorstep) within the coming week.

calntom · ‎11-01-2017

Isn't USPS Parcel Select 2-8 Business Days?

Does ebay forecast the delivery dates with that timespan after figuring in the sellers handling time?

The buyer could have checked that by looking at the shipping time in the listing.

I would double check the original estimated delivery times and quote those along with, "i will be checking tracking on your shipment daily".

ted_200 · ‎11-01-2017

Your cheaper shipping methods (Parcel Select) are slower, and considered "low Priority" to USPS. If the truck that should be carrying your package fills up with First Class and Priority stuff first, your Parcel Select shipment will get delayed till the next truck with room for it.

That is true, but I think it's appropriate to offer the slower shipping anyhow, particularly if not doing it means paying another $30 or $40 in shipping. No matter how you slice it, the buyer ends up paying for that cost, and despite eBay's theories, most buyers would rather wait a few more days than pay a whole lot more.

However your point is taken. Mail classes that are basically going "standby" (includes Media Mail, etc.) generally aren't very much slower - EXCEPT around the Christmas Holiday season when they can be many times slower. So they can be a real problem for sellers shipping that way in late Nov./Dec., and might well arrive in Jan.

Those multiple "in transit" scans are good, becuase the container your package is in is getting scanned.

I'm suspicious about the exact same time every day... I don't believe the item was actually scanned on the subsequent days. I think they're using a bot program to update the status.

The Floggings Will Continue Until Morale Improves.

duchess-at-speakeasy · ‎11-01-2017

The "in transit" note is a new thing with USPS, an acknowledgement that the container that includes your package is still on the road and has not yet reached the next USPS sorting facility. Remember, Parcel Select is 3rd class mail and may be held at any point in favor of transporting higher-class mail. Remember when 2-3 weeks in transit was fairly common? Also keep in mind that most of the East Coast and parts of the Midwest have been hit with heavy rain and high winds. Some highways may be closed and some USPS facilities may be out of operation due to flooding, loss of power or other weather-related issues. Personally, I would not be too concerned about Parcel Select taking longer than expected, especially at this time of year. But I might request e-mailed tracking updates, to both me and the buyer. These requests generate an exception report to which human beings must respond. ~~C~~

My Glass Duchess
Quoting Mom: In polite society, "hey" is for horses.

castlemagicmemories · ‎11-01-2017

I've read that signing up for email updates can shake things like this loose and get them moving. You can sign up online.

I would just tell the buyer that you are doing everything you can to get it moving to her as it apparently is stuck in transit. I am so sorry and I thank you very much for your understanding and patience.

I pray it gets moving and to your buyer soon!

mr_lincoln · ‎11-01-2017

@modulok! My understanding is Parcel Select is 2 - 9 "Business" days and Sat & Sun don't count. So shipped on 10/23 the 9 Business days puts it at Friday Nov 3 latest delivery. What you can tell your Buyer is you are trying to track down the package and that they (the Buyer) will have up to 30 days AFTER the last estimated delviery date to process an Item not Received claim in eBay's Resolution Center. That's pretty much how it works. By letting them know while the package may either be late or not arrive they have an option to process a claim.

What kind of dimensions are you talking about on these "large" packages as well as the weights? While FedEx Ground has issues at times I have shipped large stuff with them from time to time ... like a cast iron park bench disassembled and box measuring 50" x 28" x 8" (65 lbs weight) and two vintage sleds 54" x 22" x 6". (20 - 24 lb weight).

The only thing you have to be careful of is the large packaging getting pushed in to the Carriers' "dimensional weight" category ... with FedEx I don't think eBay's API software pulls that info in to increase the package wieght whne using Calculated shipping ... I got nailed with a Buyer paying one price once and when I printed the label I paided about double.

Regards,
Mr. Lincoln - Community Mentor

threshold.sales.group · ‎11-01-2017

Fwiw, Parcel Select transit times can take up to three weeks. Parcel Select uses different sort centers and often takes strange routing. So, imo your package considering it was shipped via Parcel Select still isn't "late" and you'll likely see it reappear on the grid soon.

Parcel Select used to be a real viable business small package shipping option back years ago (had a different name), but they turned the pricing upside down to accommodate all the Amazon last mile delivery business that enters the system at the local office as parcel select class packages.

a_c_green · ‎11-01-2017

@duchess-at-speakeasy wrote:
But I might request e-mailed tracking updates, to both me and the buyer. These requests generate an exception report to which human beings must respond.

No. They. Do. Not.

Two points to cover here:

1) Subscribing to emailed updates has always just been an option in the tracking system, setting a flag on the package database entry that will trigger an email to up to three email addresses of the user's choosing whenever there is a new tracking entry. There is no human intervention and it is not an error condition or exception in any way, shape or form.

2) However, the USPS has now scaled back that service anyway, as of maybe the past month or so. It is no longer possible to request an emailed update for every scan event, only delivery-related ones and delivery exceptions, and the USPS has rolled out elaborate new notification formats for those cases. Routine travel-related update notifications are no longer offered, so if you want to see the detailed tracking progress on-line (which you can; it's still there), you will need to ping the USPS website directly (but read on).

The emailed updates do continue to be available in one instance: if you're a MyUSPS subscriber and the package is inbound to you. If that's the case, and you've requested notifications of inbound packages, then you will continue to get those along-the-way updates as before. For all other situations, such as checking the tracking on outbound shipments to buyers, you'll need to do the tracking lookup yourself, at least until the package reaches the destination city and is scheduled for delivery. At that point, emailed notifications will go out if they were requested.

berserkerplanet · ‎11-02-2017

The only thing you have to be careful of is the large packaging getting pushed in to the Carriers' "dimensional weight" category ... with FedEx I don't think eBay's API software pulls that info in to increase the package wieght whne using Calculated shipping ... I got nailed with a Buyer paying one price once and when I printed the label I paided about double.

100% incorrect, and you are repeating it again. The eBay calculator has no issue whatsoever with FedEx dimensional weight. I have yet to see a claim that it does backed up by actual data that supports that claim.

Your "paying double" problem was not due to the eBay calculator ignoring dimensional weight, but was a retail vs discounted glitch, or user error.

And all packages, even 6"x6"x4", are subject to FedEx dimensional weight. It's just a question if the dimensional weight is relevant compared to the actual weight (6x4x4 eBay dim wt = 2lb so likely not a good candidate for FedEx shipping unless quite heavy)

berserkerplanet · ‎11-02-2017

Recently shipped a Parcel Select pkg from California to Indiana on Sat 10/25 that was delivered Mon 10/30 - 5 calendar days/3 business days. I was surprised.