Why my customers can't request invoice when buying on the "buy it now option"

[portenia78]

I'm tired of getting this request and making new listing when it shouldn't be a problem when I check my settings are all good to go.

[spark-chaser1]

The problem may very well NOT be on your end, nor within your control.

If your buyers are using cellphones the “ request total from seller” button doesn’t appear. It appears from any other device BUT phones. This may be part ( if not all) of the problem you are having. I buy from a phone, and this has plagued me from day one.

Why this has never been fixed is beyond me… but there must be a reason because I’m sure I am not the only one who has lobbied to get it corrected.

[mr_lincoln]

Hi @portenia78 

Buy it now listings with Immediate payment required turn ON means that Buyers have to pay immediately via the cart.  You can turn Immediate payment required OFF on your listings if you want to and that means Buyer "should" be able to request an updated invoice from their end when they purchase. 

[turtles-trading-post]

I just watched the latest eBay video with Griff and they talked about this issue.  They acknowledge this is an issue and mentioned that it is on the long list of requested fixes and improvements they are working through.

I hate it too.  Today I got a fellow who bought 5 $2 items and paid my $1 postage charge on each.  I cannot refund the $4 because I have incurred $1.50 in transaction fees, but I feel bad and want to retain him as a regular customer.  

The simple fix, that isn't at all apparent, is that when the buyer hits the "Buy It Now" and gets to the "Pay Now" screen, it's not a dead end.  If they click anywhere else on their screen, like the  "My eBay" button, they navigate away and the item goes into their  unpaid item list.  They can do this over and over, while not ideal, it does get the job done.

[12345jamesstamps]

"incurred $1.50 in tranaction fees".....I had no problem refunding buyers this week with transaction fees...mine on only International Buyers.

It will make a negative in "available funds" for a day or so. Not really a problem as I see it. As soon as something is sold in a few days the negative will cancel out.

I prefer going for those "repeat buyers" so I always refund buyers whether they ask or not...on the same day.

These buyers might not say anything buy will they buy again? And why risk a negative feedback.

[mr_lincoln]

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@turtles-trading-post wrote:

I just watched the latest eBay video with Griff and they talked about this issue.  They acknowledge this is an issue and mentioned that it is on the long list of requested fixes and improvements they are working through.

I hate it too.  Today I got a fellow who bought 5 $2 items and paid my $1 postage charge on each.  I cannot refund the $4 because I have incurred $1.50 in transaction fees, but I feel bad and want to retain him as a regular customer.  

The simple fix, that isn't at all apparent, is that when the buyer hits the "Buy It Now" and gets to the "Pay Now" screen, it's not a dead end.  If they click anywhere else on their screen, like the  "My eBay" button, they navigate away and the item goes into their  unpaid item list.  They can do this over and over, while it does get the job done.

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@turtles-trading-post   eBay has historically been good at juggling one ball ... add their Seller Metrics and NOT allowing Sellers to construct their own deals and I suspect they will never fix this issue.  There were so many complaints about Unpaid items (On the Offer flow and Auctions) that eBay instituted the Auto-Pay function last year and is slowly rolling it out to all accounts.  It happens to be a setting on the Seller's account ... that too affects the cart process.

[suzysemporium]

The last couple of times I refunded extra shipping costs, Ebay returned the transaction fees to me on the refunded shipping amount.

[mam98031]

Ebay sends an email to buyers for every purchase they make unless the buyer has this email turned off in their Site Preferences.  Inside that email there is an INVOICE for the buyer, all they need to do is open the email.

Sometimes people overlook the simple things.

[mr_lincoln]

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@suzysemporium wrote:

The last couple of times I refunded extra shipping costs, Ebay returned the transaction fees to me on the refunded shipping amount.

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@suzysemporium   That is correct, they have been doing that for a while, it's now standard procedure.

[pennysdream]

I had one yesterday.  Sometimes it works and sometimes it does not. 

I quit trying to figure it out.  I just send more refund for postage. 

[lonebuck-books]

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@suzysemporium wrote:

The last couple of times I refunded extra shipping costs, Ebay returned the transaction fees to me on the refunded shipping amount.

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Yep, that is what happens.  I've done it many times when someone buys multiple items and gets overcharged for shipping.  I refund the overage and always get the fees refunded back to me.  The hard part is getting buyers to trust that you will indeed refund the overage before they make the purchases.  Unfortunately the shopping cart does a terrible job of actually calculating the correct shipping for multiple purchases.  You would think that they would be able to program it so if you have calculated shipping for your items, they could add up all of the weights and then recalculate it for a single shipment but no, they just add all of the single calculated prices together.  I guess math is too hard for eBay.

[mr_lincoln]

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@lonebuck-books wrote:

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@suzysemporium wrote:

The last couple of times I refunded extra shipping costs, Ebay returned the transaction fees to me on the refunded shipping amount.

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Yep, that is what happens.  I've done it many times when someone buys multiple items and gets overcharged for shipping.  I refund the overage and always get the fees refunded back to me.  The hard part is getting buyers to trust that you will indeed refund the overage before they make the purchases.  Unfortunately the shopping cart does a terrible job of actually calculating the correct shipping for multiple purchases.  You would think that they would be able to program it so if you have calculated shipping for your items, they could add up all of the weights and then recalculate it for a single shipment but no, they just add all of the single calculated prices together.  I guess math is too hard for eBay.

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@lonebuck-books   One reason eBay can't automatically adjust shipping on a multiple purchase is that they have no clue what the final weight or package dimensions will be.  It is very possible that the dimensions alone could cause a multiple purchase to jump in to the Dimensional weight category with the carrier or exceed the max length for a shipping service, etc and shipping costs could easily double or triple. 

I state Shipping is Combined on my items and when I have a larger item I might change it to Shipping is combined when economical.  

[portenia78]

I don't have that option, thanks.

[portenia78]

Ok will try that, but yeah, the option is always greyed out.

[portenia78]

Totally what happens. I tell the customers that I will refund, but sometimes it's just too much money and they are skeptical. Sometimes it makes me loose a good sale as well 😞