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."

[coastaltechsolution]

https://www.newsweek.com/usps-mail-delivery-changes-concern-delays-grows-2056847

[soh.maryl]

Most of us are already aware of the massive delays in various areas from the USPS.  If you have a message from a buyer, why not simply explain that to them and that it IS frustrating for sellers who strive to offer good service, mail their packages promptly and then see those delays.  "If there were anything at all that I, as a seller could do about it, let me assure you that I would."  

[iamalwaysright]

I think what's really shooting ourselves in the foot are the totally unrealistic ETA's ebay still gives to my buyers. That on top of seeing the USPS delivery date as a moving goalpost multiple times during transit, I can't blame these buyers for being frustrated. Still not going to give them any freebies though. 

[tobaccocardyahoo]

My 5 day handling time covers up a lot of delay, and allows me to deal with very few inquiries about delayed shipments.

Obviously, I do not care about the TRS+ badge.

[chevymontecarlo88]

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@iamalwaysright wrote:

I think what's really shooting ourselves in the foot are the totally unrealistic ETA's ebay still gives to my buyers. That on top of seeing the USPS delivery date as a moving goalpost multiple times during transit, I can't blame these buyers for being frustrated. Still not going to give them any freebies though. 

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I agree with you, and it puts sellers in a difficult place with their customers. There really is not much you can do except contact your buyers before they contact you. Work out a schedule to send your customers messages after it ships that specifically thanks them and describes the problems with shipping these days. 

If they contact you first, they are typically upset and want answers. Sometimes answers/responses do little to resolve their unhappiness. Having a form response that you could send after the item ships (but before they contact you to complain) can mitigate any buyers that get itchy. (1-3 days) YMMV

For high volume sellers this would take some planning to streamline the process. It is not that difficult to do but you have to be able to juggle/manage the messages. 

[soh.maryl]

How does the estimated delivery date move during transit?

Have very rarely paid attention to that date myself, but when I make a purchase, and I am shown the EDD, that date remains the same when I go back and look at the purchase info in My Purchase History. 

[12345jamesstamps]

I have 3- 5 business days before shipping out...even though I do ship the next day sometimes.

The only ones who might complain are 'freight forward'...but I always email them that there will be usually another 2 weeks before arrival to their country on day of shipping out.

I don't get buyers complaining about it being late...but then I do not have my items shipping out the next day on my items listed.

That is being unrealistic to weather related incidents around the USA.

TRS + badge....I doubt any buyer looks at that.

Buyers can see sellers with 100+ negative feedbacks and still buy from these seller...LOL

I would say :

'Hi so and so,

Item has been shipped...estimated date of arrival... Regards...'.

And that's it...Why apologize for shipping or anything when it's not your fault.

Why say anything about any shipping company...saying the wrong thing about a shipping service might upset the buyer who likes that shipping service.

And only one email is necessary even if buyer keeps emailing emails to you.

[toysaver]

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

Every Post Office in America has a help wanted sign out front.  

[chevymontecarlo88]

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@soh.maryl wrote:

How does the estimated delivery date move during transit?

Have very rarely paid attention to that date myself, but when I make a purchase, and I am shown the EDD, that date remains the same when I go back and look at the purchase info in My Purchase History. 

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@iamalwaysright wrote:

I think what's really shooting ourselves in the foot are the totally unrealistic ETA's ebay still gives to my buyers. That on top of seeing the USPS delivery date as a moving goalpost multiple times during transit, I can't blame these buyers for being frustrated. Still not going to give them any freebies though.

@soh.maryl 

The eBay EDD is not what the OP is suggesting is moving. It is the tracking number delivery estimates that USPS will give when you track an item. Many times, the eBay EDD is unrealistic and causes issues/miscommunication with some buyers.

My point was if you wanted to respond (message) and/or eliminate the possibility of buyers complaining, taking a proactive approach and reaching out to them may help. Keep the fire from starting in the first place. Of course, some buyers are just programmed to be miserable and there is nothing you can do for them. IMHO

[reallynicestamps]

"I regret that you have not yet received your purchase. It was shipped by (name of service) on (date) and the tracking number is XXXXXXXXXX.  The USPS website shows the shipment is still in transit but continues to move."

Fortunately I don't sell anything that anyone needs in a hurry.  Except maybe on another account I sell sewing patterns one of which is a maternity wedding gown.

[duffy4444]

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@iamalwaysright wrote:

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...

... 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)?...

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@iamalwaysright:

   Right after I purchase the shipping label, the buyer is notified by eBay that their item is shipped. For the last 3 months, that's when I send this message to EVERY one of my customers:

   "Greetings, and thank you for your order! It will be sent out to you in today's mail. We have already posted positive feedback for you.

   The USPS is currently experiencing a rash of nationwide delays in processing mail to its destination, sometimes even a week or so overdue. This also includes an occasional lack of updating USPS tracking information along the way.
   So we are requesting that our customers be aware of this and have an extra amount of patience if orders are taking a bit longer to be delivered than expected by eBay's estimated delivery date.
   So far, all of our customers have received their orders, but a few have been up to a couple days late. Let's hope that the current spate of USPS delays gets cleared up soon."
Cheers, Duffy

    So far, the only response I've had from many of my customers is something like, "Thanks for the update" or "I appreciate the notice". None have gotten upset.  

    I hope something similar to this helps you as much as it has pre-emptively sedated my customers' late-delivery anxieties -- mine, too.

Cheers, Duffy

[chevymontecarlo88]

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@duffy4444 wrote:

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@iamalwaysright wrote:

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...

... 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)?...

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@iamalwaysright:

   Right after I purchase the shipping label, the buyer is notified by eBay that their item is shipped. For the last 3 months, that's when I send this message to EVERY one of my customers:

   "Greetings, and thank you for your order! It will be sent out to you in today's mail. We have already posted positive feedback for you.

   The USPS is currently experiencing a rash of nationwide delays in processing mail to its destination, sometimes even a week or so overdue. This also includes an occasional lack of updating USPS tracking information along the way.
   So we are requesting that our customers be aware of this and have an extra amount of patience if orders are taking a bit longer to be delivered than expected by eBay's estimated delivery date.
   So far, all of our customers have received their orders, but a few have been up to a couple days late. Let's hope that the current spate of USPS delays gets cleared up soon."
Cheers, Duffy

    So far, the only response I've had from many of my customers is something like, "Thanks for the update" or "I appreciate the notice". None have gotten upset.  

    I hope something similar to this helps you as much as it has pre-emptively sedated my customers' late-delivery anxieties -- mine, too.

Cheers, Duffy

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Spot On!

[iamalwaysright]

@chevymontecarlo88 is correct and that was originally what I meant. But now after taking another look, I’m not entirely sure what’s going on. I haven’t done much reading about USPS’ happenings lately so maybe someone can shed some light on what’s happening to these shipments.

When I mentioned the “dynamic ETA” I thought it was on USPS. But when I go on the USPS tracking page, I don’t see those ETA updated statuses on there. I only see them on eBay when I click onto the tracking number for the shipment history.

My buyer (in NY and I’m in Calif) bought late on 4/29 and I chose the 2 day handling time setting. But eBay gave them an ETA of as soon as 5/1, which is supposed to be the day I’m to ship it out. 😡 Anyway, I shipped out a day early on 4/30. I don’t know what ETA USPS had when I generated the postage, but now I’m thinking it was always 5/6 (as it currently is now). Here is a screenshot of the shipment history on eBay.

The statuses circled in red were what I was originally referring to in my OP. Is that from USPS or eBay? I’m also confused with the multiple “in transit, arriving on time” statuses. How is it arriving “on time” when they moved the ETA back already? Do they mean arriving on time in relation to the delayed ETA they just gave?

[iamalwaysright]

Thanks for the input. Yes you’re correct that I’m concerned about the “poking the bear” aspect of sending a blanket preemptive message to my buyers versus a damage control message. But there’s really one way to find out is to have a trial run with it. Thanks for the suggestion.