Suggestion For Those Selling Intl Using Ebay Shipping

[lb23cavaliersmvp]

Since ebay uses shipping as one of the 4 metrics they show buyers I suggest sellers add the following when messaging buyers about their international purchase. [We wanted to be clear that you are paying 2 separate shipping fees. We received ~ $X to cover mailing the package from MA -> the ebay facility in Illinois (IL). Ebay handles all aspects of the subsequent transport from IL -> Your Country and receives whatever they are charging you directly (we have no idea what that charge is)]. The reason is on 3 occasions before we started adding this info we received + feedback for the item but it included a phrase like ..but the shipping charge was excessive and immediately afterward our shipping metric feel below 5.  Clearly the buyer should know what the shipping charge is before checking out but why should I take the hit on my metric?

[brightlightbookseller]

Feedback about the shipping including the cost should be removable if you used the EIS program.

[lb23cavaliersmvp]

The problem is, as indicated, the feedback was + but the shipping metric was clearly less much than 5. 

[stainlessenginecovers]

How do you know what the 'shipping metric' is/was?? Are you referring to the Stars? 

[slippinjimmy]

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@lb23cavaliersmvp wrote:

Since ebay uses shipping as one of the 4 metrics they show buyers I suggest sellers add the following when messaging buyers about their international purchase. [We wanted to be clear that you are paying 2 separate shipping fees. We received ~ $X to cover mailing the package from MA -> the ebay facility in Illinois (IL). Ebay handles all aspects of the subsequent transport from IL -> Your Country and receives whatever they are charging you directly (we have no idea what that charge is)]. The reason is on 3 occasions before we started adding this info we received + feedback for the item but it included a phrase like ..but the shipping charge was excessive and immediately afterward our shipping metric feel below 5.  Clearly the buyer should know what the shipping charge is before checking out but why should I take the hit on my metric?

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eBay does not use DSR's as a metric to rate US sellers, you could have all 2's for DSR's and it would not make any difference to your seller metrics.

[inhawaii]

How can they think the shipping charges are excessive when they see what the charges are BEFORE they make the purchase?

[stephenmorgan]

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@inhawaii wrote:

How can they think the shipping charges are excessive when they see what the charges are BEFORE they make the purchase?

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They know what the shipping charges are when they make the purchase.  Afterwards they are allowed to evaluate how reasonable the charges were.

[mam98031]

You need to contact Ebay.  EIS is a fantastic program for sellers.  Once a package is accepted at the Ebay facility, the seller's exposure to any issues is over and it all falls to Ebay.

As @brightlightbookseller stated, just contact Ebay and get the feedback removed.

Also keep in mind that the DSRs [detailed seller ratings] are not numbers that Ebay uses to evaluate sellers on every month.  They stopped doing that a few years ago when they stopped using Feedback as part of the Eval process.

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On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.

I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.

https://twitter.com/askebay

https://www.facebook.com/ebay

https://www.instagram.com/ebayforsellers/

Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.

If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.

If you are a seller outside of the US or Canada, you will need to use the Chat Option.

https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

https://www.ebay.com/help/home

[lb23cavaliersmvp]

Because some buyers on ebay are idiots.

[lb23cavaliersmvp]

I understand that these metrics are not used to evaluate sellers monthly but they are available to prospective buyers and anything less than 5 suggests an issue that would put-off some buyers. On those occasions when I buy on ebay I always look at them. Why should someone be left with the impression that we overcharge on shipping when the issues are ebay charges for intl shipments and 1 buyer using feedback, in the broadest sense, to exact revenge when we didn't knuckle-under to an attempt at fraud.

[dhbookds]

devon@ebay  kyle@ebay

On Eis shipments, ebay removes negative feedback automatically.....seems like they should remove a less than 5 shipping Seller Detailed Rating for shipping speed and cost also?  Do they?

[marnotom!]

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@inhawaii wrote:

How can they think the shipping charges are excessive when they see what the charges are BEFORE they make the purchase?

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Just because a buyer agrees to a shipping charge doesn’t mean they like it.

Also consider that a buyer’s perception of a shipping charge may vary with the speed in which the item is delivered.  If eIS got items to their buyers within a week instead of a month, they might be more forgiving.

[mam98031]

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@lb23cavaliersmvp wrote:

I understand that these metrics are not used to evaluate sellers monthly but they are available to prospective buyers and anything less than 5 suggests an issue that would put-off some buyers. On those occasions when I buy on ebay I always look at them. Why should someone be left with the impression that we overcharge on shipping when the issues are ebay charges for intl shipments and 1 buyer using feedback, in the broadest sense, to exact revenge when we didn't knuckle-under to an attempt at fraud.

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DSRs just aren't a big deal.  Unless your are really low it is likely not to cause any buyer pause to not purchase from you.

As has been explained to you, Ebay's EIS program has protections for you, you need to notify Ebay of the issues with this buyer.  You can get this resolved with Ebay, but you do need to reach out to them.

[mam98031]

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@marnotom! wrote:

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@inhawaii wrote:

How can they think the shipping charges are excessive when they see what the charges are BEFORE they make the purchase?

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Just because a buyer agrees to a shipping charge doesn’t mean they like it.

Also consider that a buyer’s perception of a shipping charge may vary with the speed in which the item is delivered.  If eIS got items to their buyers within a week instead of a month, they might be more forgiving.

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It is not a two step program.  The commitment to purchase the item and then as a separate issue approve of the shipping charges.  

Sellers are also not responsible for the time it takes for delivery in EIS, that is on Ebay too.

[lb23cavaliersmvp]

As I said there is nothing to resolve because I received + feedback! Maybe you don't think that people look at the ratings for the 4 metrics but others do because it suggests that the buyer is either not reliable and/or charges unreasonable fees. Ebay should not permit overseas buyers from rating shipping costs that the buyer never receives.