Looking for a scripted response to give buyers about slow USPS shipping

[iamalwaysright]

I think USPS shipping delays are happening to me more often now that I'm looking to craft a scripted response to these buyers who message me commenting about the slow delivery.

I've been noticing every buyer who has this issue experiences the tracking status update "Estimated delivery date updated to (day), (month) (date)" at least once. Many times I see this update multiple times in the same tracking number, which continuously moves back the delivery date each time you see the update. Does this happen all the time now? I only check tracking info when the buyer brings it to my attention.

I can see how this will aggravate the buyer, but at the same time it obviously is out of the seller's control once it's handed over to USPS. What do you say to these buyers to try and keep them calm and patient yet not having to offer any partial refund (since I don't think we should)?

My most recent buyer's message was "These delays were really bad. I needed the item already."

[onefootflipper1]

"Thank you so much for being patient, I don't know what is going on at the post office but it seems like every single item I shipped that day is getting delayed or stuck. I have run into this several times in the past and it always eventually sorts itself out. Thank you again for being a wonderful person."

[tobaccocardyahoo]

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@mam98031 wrote:

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.  5+ day handling time get lowered in search returns.  Just something to consider.

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I have heard that before, but it does not appear to be the case with my listings. Perhaps because there are relatively few listings which would completely match a search or before many of my sales are the product of external views. Google and Bing do not care about my handling time.

Imprecise searches by buyers are not going to find my listings, and if they do, are unlikely to lead to sales, no matter where I place in the search results.

There are few people on the planet who are likely to buy what I choose to sell, or even know what many of them are.

[mam98031]

It is unlikely that Ebay has an exceptions list.  One that they don't do this on Most sellers and others are exempt.  

But it is a good think that it works to your satisfaction.  That is always important.

[sfau]

Sometimes the PO will push it out and then it gets delivered sooner- I let it ride unless the buyer asks....

[adamcartwright]

@iamalwaysright 

I do think the problem is that eBay gives unrealistic estimates.

I have three day handling but ship next day and sometimes even same day.

Last week when I shipped something next day, eBay adjusted the delivery estimate to be later.

It seemed to me eBay had initially estimated delivery based on same day shipping.  Why?

[carlmarxx]

It's The USPS that  gives the unrealistic estimated delivery dates , And the unexplained delays  and bouncing around  to wrong sorting plants .  Also  the unexplained  shipping containers loaded up on wrong trucks  can't be explained  by  USPS upper level  employee's  is very odd . 

[mam98031]

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@adamcartwright wrote:

@iamalwaysright 

I do think the problem is that eBay gives unrealistic estimates.

I have three day handling but ship next day and sometimes even same day.

Last week when I shipped something next day, eBay adjusted the delivery estimate to be later.

It seemed to me eBay had initially estimated delivery based on same day shipping.  Why?

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Ebay gets their estimates directly from the carriers.  They don't make up their own.

[chevymontecarlo88]

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@mam98031 wrote:

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@chariot_badges wrote:

When the item ships, I send a message.   Basically says that "USPS service is spotty.   There have been many reports on national news of slow shipments.  And that if there are problems" the buyer should contact ME before they contact eBay.   

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So does Ebay when you create the shipping label on Ebay or update the listing with tracking from another site.  So it isn't necessary to send a second email.  Some buyers get upset by too many emails, so just a caution.

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There is a difference between an automated message from eBay to let you know about your purchase/tracking and a message directly from the seller thanking them and/or informing them of possible issues. (mail delays) Sending a personalized message that informs/educates buyers about the shipping times and/or other topics/issues is good customer service. Yes, you can avoid the buyer (do not send them messages) until they have a problem but many times that can be too late to turn around an issue. (like what the OP has posted) YMMV 

Sellers should not be concerned about the possibilities of a random buyer might get upset because they received an update (message) on their purchase. IMHO Take care of your customers and if you are having issues with buyers on shipping times (OP thread), be prepared (have form response ready) or take the initiative (send a form response before the problem) to inform your buyers. 

duffy4444 had posted (#12) a perfect response and suggest others take note. 

You can't fix a miserable person, but you can help others (personalized informative message) that may appreciate the personal touch.

[mam98031]

Yes, I understand the difference.  I'm not new at selling.  I advise sellers to use caution as there are a few automatic emails Ebay sends out and for some buyers if feels like spamming when they also get emails for the same thing from the seller.  Each seller needs to do what they feel is best for their business.

[iamalwaysright]

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@adamcartwright wrote:

@iamalwaysright 

I do think the problem is that eBay gives unrealistic estimates.

I have three day handling but ship next day and sometimes even same day.

Last week when I shipped something next day, eBay adjusted the delivery estimate to be later.

It seemed to me eBay had initially estimated delivery based on same day shipping.  Why?

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I've mentioned this many times before in the past, but here's another screenshot of a listing I have with the shipping calculated to NY (again I'm in Calif) with my 2 day handling time. 

There's numerous things wrong with the calculation shown that I won't comment here. But there's absolutely no way buyers will receive the item in 5/9 with my 2 day handling time. I feel these unrealistic estimates is just asking for trouble with buyers.

[chevymontecarlo88]

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@mam98031 wrote:

Yes, I understand the difference.  I'm not new at selling.  I advise sellers to use caution as there are a few automatic emails Ebay sends out and for some buyers if feels like spamming when they also get emails for the same thing from the seller.  Each seller needs to do what they feel is best for their business.

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My bad. I did not know you were mentoring @chariot_badges.

[adamcartwright]

@iamalwaysright 

2-4 days from CA to NY?! 

Seems we're being set up for failure. 

[iamalwaysright]

Pretty much