Our GOOD CUSTOMER SERVICE actions, result in NEGATIVE mark from eBay!

[usedjeepparts4u]

We are an automotive recycler that specializes in used Jeep parts. Recently a customer purchased two inside door handles for the same vehicle. While packaging the order we noticed the two handles were different colors. We decided to contact the customer to see if that is what they wanted, or if they expected the same color. This order was placed after close of business, so the question was sent to the buyer the following day. The buyer responded that same evening requesting they be the same color. We were able to supply the requested color, but we could not send the items until the next day during business hours. We feel this was the right way to handle this, rather than the buyer receiving two different colored items, which they would have probably had an issue with. Because the communication is slowed by messaging (we can't simply call the customer) at each others convenience, the order was shipped two days after the actual order was placed. This transaction becomes two negative marks because both items were shipped one day later than our 1 day handling time. eBay's gestapo like rules do not allow any flexibility for unique, but typical business situations such as this example. eBay needs to allow better communication and stop automating every possible aspect. Each automated program erodes our ability to effectively communicate with our customers! But eBay does not care what WE the SELLERS think!... They just keep bending over backwards for buyers and ignore the sellers that actually make eBay what it is (or used to be...)

[myescape]

You set your handling time not ebay and should  know the repercussions if you missed it.To avoid this issue set a longer handling time or if it happens again that buyer errs cancel(as buyer request),refund and relist correct set for buyer to rebuy

[tracdea1]

So, if you give them that excuse (or any excuse), and they bend the rules for you, they would have to bend the rules for all sellers who have a reason why something did not ship on time. We all know how people can come up with amazing reasons!

One late scan isn't going to make or break your metrics. If One-Day is too challenging for your business where this might happen often, you might want to bump handling to two or three days.

[gramophone-georg]

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@myescape wrote:

You set your handling time not ebay and should  know the repercussions if you missed it.To avoid this issue set a longer handling time or if it happens again that buyer errs cancel(as buyer request),refund and relist correct set for buyer to rebuy

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Yes but this is ridiculous. Seller shouldn't need to relist, and buyer shouldn't need to rebuy. As long as the trading partners in a transaction are happy with the outcome eBay needs to BUTT OUT. On no other site on the internet is this nonsense necessary.

[fern*wood]

You did the right thing by making sure your customer got what they needed.  I've had to delay shipments under similar circumstances.

Trust me, you will sleep better at night if you adjust things on your end rather than to try to fight ebay on that end.  If you extend your handling time, you can ward off this problem for the most part, and probably save your TRS status from this type of hit. 

[atikovi]

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@usedjeepparts4u wrote:

the order was shipped two days after the actual order was placed. This transaction becomes two negative marks because both items were shipped one day later than our 1 day handling time. 

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You have a 5.0 rating for shipping time. That's all that counts with buyers.

[myescape]

you agree to all of it by using the site.

Plus not having buyer buy a relisted correct order you leave yourself open to a not as described case

[mcdougle4248]

@usedjeepparts4u 

If you have the communications with your buyer in eBay messages, you can call Ebay CS (or better yet use the "Have us call you" option) and ask them to review the communications.  The dings will be removed if they can see that the buyer was in agreement with delayed shipping.  

[gramophone-georg]

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@myescape wrote:

you agree to all of it by using the site.

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Entirely beside the point. I didn't say that wasn't how it is- I'm saying that how it is is beyond stupid. One of the cardinal rules of selling is making it as easy as possible for buyers to fork over their dough. Forcing them to take a refund and rebuy due to rules based in arrogant incompetence is NOT making it easy.

And everyone wonders why sales are down on eBay, and why eBay posts low single digit growth in Q4 while the competition zooms along at 25-35%.

[junk7160]

Yes, all the new rules that they put in have runied the site as a selling option I am looking for new sites this will never be the same thanks to the ebay gestapo rules

[usedjeepparts4u]

And to stay TOP RATED you must have one day or less handling time... I'm pointing out that eBay does not make it easy to conduct a normal business within their over regulation.

[usedjeepparts4u]

I don't need to make excuses, I can own up to a mistake if I make one. I'm not looking for rules to be bent, I'd like to see eBay allow businesses to conduct business in a normal business routine without their ridiculous overbearing regulation that only looks out for buyers lately.

[usedjeepparts4u]

Thank you for seeing the ridiculousness, I knew there were a few users that still have uncommon sense (formerly common sense).

[usedjeepparts4u]

We understand that customer service is key to any business, I sleep very well at night. If I extend my handling time, I get to pay higher fees for not being "top rated" or whatever other gimmick they are pushing this week. Just getting tired of the ridiculous eBay over regulation of my brick and mortar business.

[fern*wood]

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@usedjeepparts4u wrote:

We understand that customer service is key to any business, I sleep very well at night. If I extend my handling time, I get to pay higher fees for not being "top rated" or whatever other gimmick they are pushing this week. Just getting tired of the ridiculous eBay over regulation of my brick and mortar business.

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There is no requirement to have one day handling to be TRS.  I am a TRS and I have 2 day handling.

Unless the rules under ebay motors are different, you would have to have free returns and 1 day handling to be a TRSplus and that gets you a little FVF discount. 

@usedjeepparts4u