What is the proper way to deal with a buyer wanting delayed shipment?

[toytrekker]

I used to be able to mark the item as unpaid so that it wouldn't affect my metrics. My main concern though with delaying is that if the buyer opens a ticket the moment after it's shipped it would almost certainly be instant refund and they get the item. Is there any easier solution? I want to make the customer happy and cancelling orders is a hassle for everyone.

[pburn]

Well, your choice is to endure the "hassle" or get a shipping defect. Which will it be?

I know what I'd do:  I'd tell the customer I cannot delay shipping without suffering the consequences and that s/he'll have to request a cancellation. I would offer to hold the item until whenever and list it again when the customer is available to make the purchase and accept delivery.

Why does the customer want you to delay the shipping? If s/he isn't going to be at the shipping address, s/he can have the item held at the post office (whatever), or have a friend/neighbor/relative retrieve it, or make any other arrangements s/he finds most convenient.

[714ricki]

Everything depends on your overall selling metrics. If you have plenty of other shipments that do go out on time, then delaying one shipment per the customer's request will not hurt you.  Cancelling is also an option. However, with sales being tight at the moment. I wouldn't recommend cancelling the order. 

Final recommendation, delay the shipping per the buyer's request & ship the item out per the buyer's request. 

Good luck!

[pburn]

Oh, boy, I really wouldn't recommend taking a late shipping hit just because of a customer request. What happens if you can't, for whatever reason (think illness, accident, weather, any emergency or unexpected event), get a future shipment out on time, you've already had one late shipment and will be on your way to others. I think that's sailing pretty close to the wind . . .

Bad idea, IMO.

I also think the OP would be better served to provide more detail on why this customer has requested that the shipment be delayed. It would be easier to give some alternative suggestions if there were a little more information.

[toytrekker]

Well it's going to be signature required. 

[pburn]

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@toytrekker wrote:

Well it's going to be signature required. 

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Well what? What difference does that make? Again, you haven't explained why the customer wants you to delay shipment. "Signature required" isn't an explanation.

I don't see any that you have any sold listings that would meet the $750 (total sale) threshold for requiring a signature. 

[albertabrightalberta]

How long is the buyer asking that shipping be delayed? 2 days? 1 week? 4 months? 

If it's a short amount of time and close to your handling time, I'd do it. Otherwise, I'd cancel and tell the buyer to repurchase (if the item is still available) when s/he's ready to take delivery.

[toytrekker]

Vacation

[toytrekker]

5 days. Thanks everyone for the input. Really appreciate it.

[pburn]

@toytrekker 

If the customer will be on vacation when delivery is anticipated, s/he can have the package held at the carrier's facility to be delivered at a specified date. S/he could also have a friend/neighbor/housemate be available to sign for or retrieve the package. Most carriers have not required that the recipient actually physically sign for a package since the pandemic--delivery drivers are allowed to sign in a recipient's stead. 

I'd work with the buyer on the best solution for this situation, but I would not take a late shipping hit under these circumstances.

[albertabrightalberta]

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@toytrekker wrote:

5 days. Thanks everyone for the input. Really appreciate it.

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Since it's only 5 days that the buyer wants you to hold off shipping, that's an easy one assuming that the buyer hasn't paid.

If the buyer hasn't paid, you can adjust your settings so the unpaid item assistant won't close the case after 4 days. Just add their ID to the exclusion list and tell them to wait to pay until they're ready for you to ship. 

https://www.ebay.com/Cancel/Preference/UnpaidPurchase

[pburn]

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@albertabrightalberta wrote:

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@toytrekker wrote:

5 days. Thanks everyone for the input. Really appreciate it.

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Since it's only 5 days that the buyer wants you to hold off shipping, that's an easy one assuming that the buyer hasn't paid.

If the buyer hasn't paid, you can adjust your settings so the unpaid item assistant won't close the case after 4 days. Just add their ID to the exclusion list and tell them to wait to pay until they're ready for you to ship. 

https://www.ebay.com/Cancel/Preference/UnpaidPurchase

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@albertabrightalberta 

The OP stated in the first post:

"I used to be able to mark the item as unpaid so that it wouldn't affect my metrics."

Doesn't that imply that the buyer has already paid? Why would the OP be interested in how "to mark the item as unpaid" if the buyer hasn't paid yet?

@toytrekker 

Has the buyer paid yet?

[rudy2828]

I have a defect due to late shipping, The buyer was moving and asked me to hold up until they had arrived at their new home. ebay would not remove the defect. Never again.