Neutral Feedback for an item still in transit with Post Office

[wandererla]

I received Neutral feedback from a buyer who stated "It's not been delivered". Buyer purchased an item that I offered free shipping. I dropped it off at the post office the very next day and provided the tracking number. It looks like it left the post office and took 6 days to get to the distribution center and now it's arriving late. I notified the buyer with screenshots (with no response). Is there anything else I can do? I did everything I can and the post office has been having issues. Thanks! 

[Anonymous]

Nope, you take your lumps. At least it wasn't a negative. You can post a reply stating something like "Item was dropped off next day. Unfortunately I have no control over postal delays" or whatever.

The truth of the matter is, whether you agree or not, the shipping process is an extension of the seller's responsibility, therefore the seller is also responsible for timeliness of delivery. I don't agree but this is how ebay views it.

Ebay was allowing negative feedback to be removed but that expired a long time ago. December 31. As far as I know that has not been extended.

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

[reallynicestamps]

EBay does not use feedback to monitor member accounts.

Few buyers look any further than the rating, and neutrals do not affect ratings.

For the very few that do read neutrals, wait until tracking shows delivery then add a Response "Pd 4/1/21 Shipped 4/2/21 Del'd 4/14/21" and move on.

[reallynicestamps]

You did leave a Response. Well, at least it is not angry.

But in future, never make excuses or try to shift blame. Delivery is your responsibility, whether you can affect it or not.

The buck stops here.-- Harry S Truman.

And long long FB or Responses just look desperate.

[nostalgicaftertaste]

Had I seen this thread sooner, I would have advised against responding to the feedback right away. My suggestion would have been to wait until the item was actually delivered, then call eBay and ask that they remove the feedback, because by that point, their statement is effectively false.

It might not be too late, though! Monitor the tracking and follow up with eBay once you obtain delivery confirmation, emphasizing that the buyer hastily left feedback midway through transit and didn't even give you the opportunity to resolve the matter.

If it helps, during the peak of the pandemic delays last year, a customer left me a negative because their order was stalled, which was beyond my control. So I followed my own advice, called eBay and it was removed.

[bedazzled5]

     I always try to message my buyers thanking them for their purchases, letting them know when I will be shipping and telling them to allow for delayed USPS deliveries due to (fill in the excuse).  Staying in close contact has always helped me avoid any issues....and I've had fantastic buyers....:)

[wandererla]

I messaged the buyer several times with no response. The item was delivered yesterday.

[fern*wood]

Now would be the time to ask the buyer if they might consider revising the feedback (if it bothers you), but after reading your follow-up, I have less confidence they will wish to.  It sounds more like a statement of not my problem.  Why point out it was free shipping?   Although you obviously couldn't do anything to get it delivered faster once it entered the system, it is still our problem as sellers.

That follow-up draws more attention to the feedback.  I only use the follow up to make myself look better than the complaint against me and to make future buyers comfortable with how I might handle a problem.   Those added characters can really hurt sellers when used to deflect.