eBay

rebby-clothes · ‎10-30-2018

I sold a toddler dress on 10/24 (last Wednesday). All my items have a handling time of two business days, and I rarely ship earlier unless buyer requests or I have a slow day. So the item was due to ship 10/26, Friday. The morning of the 28th, I wake up to an unhappy email from the buyer, who wanted to know why it hadn't shipped yet, because she needed it before Halloween to use for her child's costume. It was just a regular dress, and this was the first message from the buyer, so I never would have assumed it was needed for Halloween. She also sent a screenshot showing an estimated deliver date of 10/29, which would have been 2 days from shipping if Saturday counts, 1 if not. The shipping method was free first class shipping. I checked USPS.com and entered same info and got estimated delivery 10/31. So I sent the buyer another message asking if they preferred I refund so they could buy locally or if they wanted to pay for express, which would have cost more than the actual item, since USPS website said it would be unlikely to arrive until the 31st. After five days, buyer didn't respond to any messages so I finally just cancelled and refunded. At that point, the buyer finally responded, blamed me for her kid not having a costume, and said I should have been able to send it in time and eBay's date couldn't be wrong. Anyone had this happen before, where ebay's estimate vs USPS estimate were different? It stinks because there is no way the seller can edit that info, and it is pretty frustrating if it is telling my buyers they will get First Class packages in 1 or 2 business days.

rixstuff · ‎11-01-2018

1. Just me but I wouldnt have waited until FOUR DAYS BEFORE to BUY something for any event or holiday.

2. Neither the buyer nor the post office EVER make those "delivery date" promises to buyers. That's Ebay. They should stop because they are unrealistic and just irk the buyers and make US look bad.

3. This isnt Amazon but know what? Even many items on Amazon dont ship overnight.** We all think they will or maybe just HOPE they will and many of them DO but not all. I dont think anybody here who has ever sold anything EXPECTS the item to arrive in such a short period of time.

4. Ultimately we dont control the PO. I have mailed things 20 minutes after payment only to have the item sit at the buyer's PO for WEEKS; why the PO couldnt put it on a truck and deliver it to the buyers HOUSE, I couldnt tell you.

**Bought a swim suit ON AMAZON for a trip expecting it to come from New Jersey (just up the coast from us) in a couple of days. It came from CHINA and took 8 weeks - NEVER what I intended and I would NEVER have bought it if I had known (and it was never disclosed to me that it wasnt handy and ready to ship). It was on the porch when I got home from the trip; luckily it was a beach town with tons of little shops.

goldguy22k · ‎11-01-2018

Perhaps you'll be happy to learn of the seller protections that ebay just rolled out with its expansion of its Guaranteed Delivery Program?

Again, what is driving this? eBay positioning its self to create a positive "buyer experience" as demanded by a new demographic it hopes to engage.

https://community.ebay.com/t5/Announcements/eBay-Now-Guarantees-Fast-N-Free-Shipments/ba-p/29127299

rixstuff · ‎11-01-2018

We are lucky here in that we can set our own handling times. There are other venues that demand 2 day shipping (though they also set the shipping charges at a flat rate). Many tense moments between the venue and me over tracking that doesnt start right away or tracking that shows "priority mail" is taking over 2 weeks.

lilbama911 · ‎11-01-2018

I have a 1-day handling time on all my listings. Anyway, I have a listing that ended on 10/28, which is a Sunday. On Monday, Ebay had attached a note, "Buyer paid, Ship by 10/29". I shipped the item USPS First Class to a city in WA, on the receipt the estimated delivery date was Friday, 11/2 and in smaller print I did see 2 - 3 days delivery. Since I track all my packages, the package was out for delivery on 11/1.

The 1-2 day delivery that Ebay estimates for USPS First Class Mail is possible but the frequency that it happens is rarely. I have been on Ebay since 2006 and have only seen it happen once. Also, buyers need to understand that USPS First Class Mail and Priority Mail delivery dates are actually estimated delivery dates and is not "Guaranteed Delivery Dates".

We will all be better off if buyers understood this.

goldguy22k · ‎11-01-2018

Yes, but ebay is now guaranteeing delivery dates if you qualify for Fast n Free.

eBay Now Guarantees Fast ‘N Free Shipments

goldguy22k · ‎11-01-2018

Yes, but ebay is now guaranteeing delivery dates if you qualify for Fast n Free.

eBay Now Guarantees Fast ‘N Free Shipments

https://community.ebay.com/t5/Announcements/eBay-Now-Guarantees-Fast-N-Free-Shipments/ba-p/29127299

lunalapin1912 · ‎11-01-2018

Since Ebay has been putting a delivery estimate on purchases, I've notices that nearly all arrive before the estimate. In fact, the only one that hasn't arrived on the estimated day was a guaranteed delivery item a couple of months ago.

rebby-clothes · ‎11-01-2018

Well, that explains a lot! I print a lot of my labels the night before they are due to ship, and the leftovers I finish in the morning. I have a young child home with me most of the day, so I can only print labels those two times. I wonder if in the long term, just preparing the packages at night and printing all labels in the morning would make the estimated delivery dates be more realistic eventually.

rebby-clothes · ‎11-01-2018

For me, it's pretty simple why I don't want guaranteed delivery on my listings. I use a shipping service that doesn't guarantee a delivery date. So I don't want my listings to include a guaranteed delivery date, because it gives the buyer expectations I may not be able to meet, while I have no control over the outcome. If the item arrives earlier than estimated - since first class shipping is an estimated date range, not a guaranteed delivery date - it's a pleasant surprise. But if it arrives later than it was supposedly guaranteed, the buyer is more likely to be disappointed than if it arrived on the last day of an estimated date range. I also feel like it could increase SNAD returns because buyers will order something last minute that they think is guaranteed to arrive on time because of a bad estimate - like in this situation, where ebay gave an estimated date that was 2 days earlier than what USPS estimated on their website - then return it if it doesn't. I don't take returns, and that's worked out well for me personally as I've only had a couple of false SNAD cases in several years of selling on ebay.

Anonymous · ‎11-06-2018

@goldguy22k wrote:

er, I recognize I am up against the GOMC, but I'm SMH on that comment about avoiding "Fast n Free!"

CEO mentioned on the CC the other day that ebay is now so confident in its delivery time estimates that it is now adding all FnF shipments to its "Guaranteed Delivery" program, even when the seller doesn't sign up for it!

I just looked up Fast n Free and found this policy statement:

https://www.ebay.com/help/selling/shipping-items/estimated-delivery-dates-sellers?id=4086&st=2&pos=2...

Fast 'N Free listings - Now Guaranteed by eBay with seller protection

A great way to stand out and attract buyers is with Fast 'N Free. You don't need to do anything; we'll automatically add the Fast 'N Free logo to your listings with a Guaranteed delivery date, whenever you meet these requirements:

Both you and your buyer are located in the 48 contiguous US states

We can estimate the item's delivery date as four business days or less based on your handling time, the delivery service you've offered, your location and the buyer's delivery address

You offer free shipping as your first (default) shipping option

You don't offer local pickup or freight as your first (default) shipping option

The listing isn't in Classified Ad format

If eBay determines that your listing qualifies and you meet your handling time, we will provide the following seller protection:

If a guaranteed item arrives late, eBay will always make it right for your buyer with one of these options:

Shipping cost reimbursement

Voucher for a future eBay purchase

Free return label if the sellers accepts returns

eBay will also remove any negative or neutral feedback left by the buyer regarding late delivery

This late delivery coverage does not protect your late shipment defects, and your listings can be deactivated from the program if they fall below the performance requirements.

So it looks like a good thing to be included in the GD situation. Why would one extend their handling time to avoid something so positive? What am I missing?

Hi everyone, I just wanted to share that we will be broadcasting a webinar this upcoming week regarding the benefits of Guaranteed Delivery. You can register here and select a time that works for you. We're excited to provide some more information on this program to our sellers as we move into the Holiday season!

goldguy22k · ‎11-06-2018

@rebby-clothes wrote:
For me, it's pretty simple why I don't want guaranteed delivery on my listings. I use a shipping service that doesn't guarantee a delivery date. So I don't want my listings to include a guaranteed delivery date, because it gives the buyer expectations I may not be able to meet, while I have no control over the outcome. If the item arrives earlier than estimated - since first class shipping is an estimated date range, not a guaranteed delivery date - it's a pleasant surprise. But if it arrives later than it was supposedly guaranteed, the buyer is more likely to be disappointed than if it arrived on the last day of an estimated date range. I also feel like it could increase SNAD returns because buyers will order something last minute that they think is guaranteed to arrive on time because of a bad estimate - like in this situation, where ebay gave an estimated date that was 2 days earlier than what USPS estimated on their website - then return it if it doesn't. I don't take returns, and that's worked out well for me personally as I've only had a couple of false SNAD cases in several years of selling on ebay.I get that some sellers have become extremely skitish about everything on ebay and that might lead to actions that are over protective in nature. But when ebay does something that is a benefit for sellers, sure seems like time to embrace it!

Perhaps any skittishness a seller has comes from a misunderstanding of the program?

https://www.ebay.com/help/selling/shipping-items/estimated-delivery-dates-sellers?id=4086&st=2&pos=2&query=Estimated%20delivery%20dates%20for%20sellers&intent=fast%20n%20free&context=9010_BUYER

First it is NOT a catch all program! There are certain requirements involved for a shipment to have its delivery date guaranteed. The key point is that ebay is going to make a decision, using its HUGE database to guarantee delivery or not. That means that eBay's computers are going to look at:

the location of the buyer,
location of the seller,
the shipping method selected (USPS, FedEx, UPS, Pony Express, Pack Mule, Marathon Relay, etc) and
ebay's database/history with those shipping services.

When the eBay "sees" that the data supports a fast delivery time frame, THEN they will add a guarantee to the delivery. Not all criteria maybe met, so not all shipments may qualify.

Way I see it eBay has been selling shipping labels for how long and providing estimated times of delivery AND tracking delivery times as a metric. So how BIG or HUGE do you think eBay's database is of shipments all over the USA and the world? Are we taking about hundreds of Millions? Billions? Trillions?

The point is that eBay has been using this "database" of historical delivery times to show an estimated delivery date or an estimated delivery time. I realize that eBay is customer focused, so creating realistic delivery times is in their best interest. But NOW eBay is sticking its neck out by GUARANTEEING some of those delivery times with perks to buyers and protection to sellers. Also ebay had an "opt in" GD program running for a while that apparently was just a test and it must have gone smashing well, such that eBay has expanded it!

Why would ebay do that? They are a public company with the objective to make money, not loose it. So they must have some pretty good data and some confidence in their estimating abilities to implement this program. After all if ebay's estimates are off, then ebay pays!

From what I have seen of the program, if the seller meets his stated handling times and the delivery goes awry then ebay pays and seller is protected! What is not to like about that? I'm just miffed that more of my listing aren't showing GD!

I suspect that eBay would not have rolled out this program if it wasn't something that "new" buyers wanted or would be attractive to that new class. I think buyers expect it will take some time for shipping, but if it comes down to two listings one with a GD and the other not, that could be key in their buying decision. So why would a seller intentionally do something that, in the long run, would be beneficial to its own self interest?

Look at what the program offers.

If eBay determines that your listing qualifies and you meet your handling time, we will provide the following seller protection:

If a guaranteed item arrives late, eBay will always make it right for your buyer with one of these options:
- Shipping cost reimbursement
- Voucher for a future eBay purchase
- Free return label if the sellers accepts returns
eBay will also remove any negative or neutral feedback left by the buyer regarding late delivery

So one of your shipment qualifies for GD and the PO or whomever messes up and delivers package late. eBay makes it right with the buyer! Oh and since delivery time is part of the "expectation" of a listing and thus a valid NAD reason, ebay is willing to pick up the return label! Seller is protected from bad feedback too! Sounds like a win-win.

So yeah, I can see some sellers increasing their handling times to "avoid" this program, but I don't understand why. One can adapt to the needs of the "new" buyers emerging here and that eBaby is actively courting.

Now one mentions that they use a delivery service that does not guarantee delivery dates but failed to mention who it was. Sigh. Then one goes on about what USPS does or doesn't do?

So perhaps a reread of the program details is in order?

goldguy22k · ‎11-06-2018

@Anonymous wrote:
@goldguy22k wrote:
er, I recognize I am up against the GOMC, but I'm SMH on that comment about avoiding "Fast n Free!"

CEO mentioned on the CC the other day that ebay is now so confident in its delivery time estimates that it is now adding all FnF shipments to its "Guaranteed Delivery" program, even when the seller doesn't sign up for it!

I just looked up Fast n Free and found this policy statement:

https://www.ebay.com/help/selling/shipping-items/estimated-delivery-dates-sellers?id=4086&st=2&pos=2&query=Estimated%20delivery%20dates%20for%20sellers&intent=fast%20&%20free

Fast 'N Free listings - Now Guaranteed by eBay with seller protection

A great way to stand out and attract buyers is with Fast 'N Free. You don't need to do anything; we'll automatically add the Fast 'N Free logo to your listings with a Guaranteed delivery date, whenever you meet these requirements:

Both you and your buyer are located in the 48 contiguous US states
We can estimate the item's delivery date as four business days or less based on your handling time, the delivery service you've offered, your location and the buyer's delivery address
You offer free shipping as your first (default) shipping option
You don't offer local pickup or freight as your first (default) shipping option
The listing isn't in Classified Ad format
If eBay determines that your listing qualifies and you meet your handling time, we will provide the following seller protection:
If a guaranteed item arrives late, eBay will always make it right for your buyer with one of these options:
Shipping cost reimbursement
Voucher for a future eBay purchase
Free return label if the sellers accepts returns
eBay will also remove any negative or neutral feedback left by the buyer regarding late delivery
This late delivery coverage does not protect your late shipment defects, and your listings can be deactivated from the program if they fall below the performance requirements.

So it looks like a good thing to be included in the GD situation. Why would one extend their handling time to avoid something so positive? What am I missing?
Hi everyone, I just wanted to share that we will be broadcasting a webinar this upcoming week regarding the benefits of Guaranteed Delivery. You can register here and select a time that works for you. We're excited to provide some more information on this program to our sellers as we move into the Holiday season!

@Anonymous Hey thanks for your reponse to the thread! Much appreciated and glad to see eBay doing some extra "seller education"!

Now I found something while making my last post that I believe deserves an explanation or a rethink.

One of the criteria to "qualify" for the GD Program is that the seller must offer free shipping as default. OK, I got that, that is the rule. But then ebay offers the seller "protection" by saying that:

If a guaranteed item arrives late, eBay will always make it right for your buyer with one of these options:

Shipping cost reimbursement

Ah hem! Buyer by rule paid no shipping on the listing, so what is this "shipping cost reimbursement?" On the face of it it appears to be a false promise; a condition that would never be satified and thus eBay never paying out! If by rule buyer pays no shipping, then isn't an offer to reimburse shipping cost a null set?

Or is it eBay's intent to go into the data and find how much the seller paid to ship the item to the buyer and reimburse that amount? If so, how would that work? Especially what if one used a third party to buy & print postage (i.e. stamps.com, etc) - then how does/will eBay determine the shipping cost amount for the reimbursement? Or does that imply that only labels printed through eBay's label system would qualify, since that is where eBay woudl have access to the "shipping cost" date?

Hope I'm not over parsing this program, and hope you can provide some clarity.

fourstylishsistersco · ‎11-06-2018

I put mine right in the listing itself in large letters as well as in the shipping info (I work a full time job so usually can't ship same day). And yet if it's not shipped in a few hours, some people are sending messages.

Anonymous · ‎11-07-2018

@goldguy22k wrote:

@Anonymous wrote:

@goldguy22k wrote:

er, I recognize I am up against the GOMC, but I'm SMH on that comment about avoiding "Fast n Free!"

CEO mentioned on the CC the other day that ebay is now so confident in its delivery time estimates that it is now adding all FnF shipments to its "Guaranteed Delivery" program, even when the seller doesn't sign up for it!

I just looked up Fast n Free and found this policy statement:

https://www.ebay.com/help/selling/shipping-items/estimated-delivery-dates-sellers?id=4086&st=2&pos=2&query=Estimated%20delivery%20dates%20for%20sellers&intent=fast%20&%20free

Fast 'N Free listings - Now Guaranteed by eBay with seller protection

A great way to stand out and attract buyers is with Fast 'N Free. You don't need to do anything; we'll automatically add the Fast 'N Free logo to your listings with a Guaranteed delivery date, whenever you meet these requirements:

Both you and your buyer are located in the 48 contiguous US states

We can estimate the item's delivery date as four business days or less based on your handling time, the delivery service you've offered, your location and the buyer's delivery address

You offer free shipping as your first (default) shipping option

You don't offer local pickup or freight as your first (default) shipping option

The listing isn't in Classified Ad format

If eBay determines that your listing qualifies and you meet your handling time, we will provide the following seller protection:

If a guaranteed item arrives late, eBay will always make it right for your buyer with one of these options:

Shipping cost reimbursement

Voucher for a future eBay purchase

Free return label if the sellers accepts returns

eBay will also remove any negative or neutral feedback left by the buyer regarding late delivery

This late delivery coverage does not protect your late shipment defects, and your listings can be deactivated from the program if they fall below the performance requirements.

So it looks like a good thing to be included in the GD situation. Why would one extend their handling time to avoid something so positive? What am I missing?

Hi everyone, I just wanted to share that we will be broadcasting a webinar this upcoming week regarding the benefits of Guaranteed Delivery. You can register here and select a time that works for you. We're excited to provide some more information on this program to our sellers as we move into the Holiday season!

@Anonymous Hey thanks for your reponse to the thread! Much appreciated and glad to see eBay doing some extra "seller education"!

Now I found something while making my last post that I believe deserves an explanation or a rethink.

One of the criteria to "qualify" for the GD Program is that the seller must offer free shipping as default. OK, I got that, that is the rule. But then ebay offers the seller "protection" by saying that:

If a guaranteed item arrives late, eBay will always make it right for your buyer with one of these options:

Shipping cost reimbursement

Ah hem! Buyer by rule paid no shipping on the listing, so what is this "shipping cost reimbursement?" On the face of it it appears to be a false promise; a condition that would never be satified and thus eBay never paying out! If by rule buyer pays no shipping, then isn't an offer to reimburse shipping cost a null set?

Or is it eBay's intent to go into the data and find how much the seller paid to ship the item to the buyer and reimburse that amount? If so, how would that work? Especially what if one used a third party to buy & print postage (i.e. stamps.com, etc) - then how does/will eBay determine the shipping cost amount for the reimbursement? Or does that imply that only labels printed through eBay's label system would qualify, since that is where eBay woudl have access to the "shipping cost" date?

Hope I'm not over parsing this program, and hope you can provide some clarity.

Hi @goldguy22k, a seller must offer a free shipping option as their first (default) option but this does not prevent additional options from being offered or selected by the buyer. If the buyer paid for shipping cost when they were presented with a delivery guarantee, we would offer to compensate them for this shipping cost if the item arrived late. If they did not pay for shipping costs, then a voucher or free return label would be their only options.