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."

[iamalwaysright]

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@reallynicestamps wrote:

"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.

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That’s what I thought about my products too. Everyone these days think everything is an emergency. ADHD instant gratification generation.

[az93]

If they complain, say here is the tracking number and I am watching the progress also. Please be patient and know yhar I am on top of this.

[mam98031]

This is what I recommend to sellers with these types of issues.

If a buyer contacts you with a delivery issue or if the buyer opens an INR, IMHO these are the steps to take.

If an INR was opened, make sure you upload the tracking number to the INR right away.

Go to USPS website and review the detail tracking info.

On this tracking screen there is a place to file for email updates as there is movement on the tracking. Sign up for that so you get informed right away when something gets entered to the tracking.

Go and file for a TRACE, I don't recommend filing for Missing Mail just yet. The two are completely different actions. The Trace usually gets the job done quicker.
https://usps.my.site.com/emailus/s/package-inquiry

Contact your buyer. Keep all contact inside the INR filed so everything is recorded on the claim. Let your buyer know you are working with USPS to get their package delivered. Apologize for the delay. And let them know you filed a trace which takes between 48-72 hours for USPS to respond. As you get any information you will update the buyer right away. Assure your buyer that you are working this problem and will continue to do so until a proper resolution.

If there is movement on the tracking within the last 7 days, Ebay will keep the INR open. Do not voluntarily issue the refund yet. It is highly likely the package is going to get delivered, it is just late. Annoying for the buyer for sure. Just stay in touch with them and assure them you are working on a resolution.

[johnrj1226]

Can't really comment on your situation as you haven't provided any information regarding what USPS services you are having issues with media, ground,  priority etc. etc.  Not  even a SWAG.  Only see 1  FB as a buyer  that is  over 6 mos old.. 

Only understand that the seller is responsible for  getting their shipments to the buyer within estimated deliver time as stated in their listing and in the  same condition as described in the listing also per eBay rules.  The seller pick the carrier and service.

GL

Maybe  this guy  can help

[soh.maryl]

Thank you very much for your informative and thoughtful reply.  

[onlyavision]

I started putting this on my listings a month ago when deliveries were taking a min of 6 days. Things have gotten better with deliveries but I am keeping this handy just in case.

Your purchase was picked up from my home by the USPS today (enter date).  However, all mail/packages are delayed due to post office consolidation.  Packages I brought to the post office 4 days ago, and had them scanned in at that time seem to still be sitting at my local post office, according to the tracking number.

Small packages sent from my mailbox have been picked up the next day but not scanned in, so tracking numbers don’t show it’s even been picked up. My local PO no longer sorts and delivers from that office. Only counter service for stamps and package drop off. All mail for our town will be sent to a facility ½ hour away and scanned when they receive it. Tracking is not shown until they scan it in at the new facility.

It is also unclear if those packages brought to our local post office are picked up from there daily and brought to the new facility. When they actually get to the new facility is a mystery.  Which then makes it impossible to track packages for at least a few days.  

I am sorry for this delay but wanted to let you know what is happening. I pride myself on timely delivery but this situation may make that impossible at least until the post office works out the bugs in this new system.

Thank you for your purchase and I hope you receive it soon.

[fbusoni]

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@tobaccocardyahoo wrote:

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.

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@tobaccocardyahoo 

Conversely, and in my experience over many years here selling in specific categories to a specific buyer demographic, the TRS+ badge can come in very handy when there IS a delay in shipping.  (And knock wood, for me that almost never happens.)

I ship same day about 98% of the time and those who leave me feedback are ecstatic.  Not bragging or anything, but only trying to convey here how utterly amazed buyers are to receive an item within 48 to 72 hours after purchasing.  (And for those near my zip code, in less than 24 hours.) 

Those who buy from me are careful shoppers who review seller feedback before purchasing.  These people are willing to pay more for reputation and reliability.

So when there is a shipping snafu, they are quite understanding.

As a general rule, I tend to look at tracking data a day or two after shipping an item.  

If I see there is a delay, I will screenshot the USPS page and send the image to the buyer, alerting them to what I have learned.

The typical response is, "No problem, I'm not in a hurry anyway, thanks for letting me know" or something along those lines.

[soh.maryl]

This is a side takeoff on your message.  Please do not use ADHD as a reason for people wanting their items immediately.  Like it or not, we're a NOW generation.  Plus we've been spoiled by Amazon whose delivery  is amazing, possibly because they don't have to depend on the USPS to get items to buyers.  

[north-by-northeast-finds]

Whether you say it in corporate speak or plain English I don't see any reason to not tell the customer that the new consolidated automated sorting facilities like Indianapolis are causing delays.  Aside from that use other services when feasible especially if the customer is only a few hours drive away.

[cottagehillvanilla]

Mine isn't scripted, I do advise each & every on the day pkg is mailed the following: Item shipped with Tracking # ...... If weather is a factor in States shipped to;  remind the purchaser to monitor tracking as changes to delivery schedule may be affected. I also like to add a "Thank you for your patience". Once it is out of your 'care, custody, control" not much one can do, haven't had any bombs go off.....😄

[chariot_badges]

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.   

[tobaccocardyahoo]

@fbusoni 

Some of us take advantage of every opportunity to raise buyer expectations. Some of us set out to lower expectations and always exceed them.

In some categories each of these strategies works better than the other.

You will find in my FB similar praise for fast arrival. Most of my orders ship the same or next day, and USPS routing to both coasts from my location is fast. Although I am in Northern New England, deliveries to urban California are fast. Deliveries to Middle America, do suffer, but Midwesterners are understanding people.

Not needing a TRS+ badge (or promotion for that matter, either) is easier when one is selling items which are not readily available. In the categories which I sell in, the merchandise makes the sale for the seller, and search placement is not an issue when there are few items which match the search criteria.

[johnrj1226]

Did very similar too, except I had 1 day shipping always and would ship same day if our carrier had not run always  shipped on Saturday (that non business  day per eBay). Always Sent buyer FB when they paid up(even if they were late).  Being proactive on late deliveries for what ever reason is the name of the game.  I am a very early riser Adn checked status of order in transit about 3 am, ET.  Helped my FB only 1 neg out of 1665  shipments and  on 62% of them I received FB  - two  reasons given Fast Ship and better than expected on used item (I under stated condition with lots of pics of any issue..   Lucky IDK or just dumb Luck IDK.  Had a pos FB on an item that was received  broke (absolutely my error).  The buyer was from NYC.

[mam98031]

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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.

[mam98031]

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@tobaccocardyahoo wrote:

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.

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The TRS badge only appears on your feedback page if you don't also have your listings qualify for TRS+.  So not as big of a deal as it once was because many of us don't go after the TRS+ discount since it is so small now.

But you may want to adjust your handling time just slightly lower than you currently do.  5+ day handling time get lowered in search returns.  Just something to consider.