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Holiday shipping Chat next week

brian@ebay- Regarding this-

https://community.ebay.com/t5/Selling/Community-Chat-November-4-1-00-pm-PT-Holiday-Shipping/m-p/3130...

 

And this-

"We’d also love to hear your thoughts and plans about what you are doing or experiencing with carriers."

 

My recent experience with USPS has been so hit or miss-  half my packages arriving quick and the other half back to experiencing long delays from Covid- and probably from election mail, too.  I worry this will not improve with holiday volume.

 

I'm also seeing extended delays shipping to Australia especially, and even Canada- moreso than other countries right now.

 

I don't yet know if my schedule will allow me to make it to the chat next week, but if I can make it I'll be asking what eBay plans to do to support sellers during the holiday season regarding such things as:

- estimated delivery dates shown to buyers

- seller protections

- the ability to appeal an INR for a credit when a seller proactively refunds to avoid the defect, etc.

- removing late shipping marks when USPS picks up packages but doesn't scan until the next day because of volume- eBay thinks I missed my handling time when I didn't. My regular carrier scans 95% of the time- the subs don't and there are always more subs during the holidays.

 

It would be great if the shipping team came prepared with answers to these questions instead of a vague- we don't know, keep an eye on announcements. I appreciate anything you can do to work with the teams in advance.

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Holiday shipping Chat next week

And this-

"We’d also love to hear your thoughts and plans about what you are doing or experiencing with carriers."

 

@coffeebean832 

 

My service with USPS has been crackerjack all year long... coming and going. Knock on wood...

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Holiday shipping Chat next week

The linked pages include reassurances but no guarantees. The "Seller holiday shipping guide" says, "Do not extend your handling time ... we are automatically extending estimated delivery dates as necessary ..."

 

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Holiday shipping Chat next week

"As necessary" are the important words- because orders shipping to or through the areas where I see most delays occurring aren't showing extended estimates compared to other orders.

 

eBay says they work off of info provided by USPS- but either USPS reports are lacking, eBay is ignoring the info deeming the delay not significant enough to be necessary, or the areas where I'm constantly seeing delays are "just me."

 

Somehow I think it's eBay and/or USPS not taking enough action regarding ETDs and not "just me." I don't know how eBay determine's what's necessary- when delays reach a certain percent? I could make guesses all day- but the bottom line is that eBay's standard response of extending dates as necessary doesn't match with delays I see more than half the time.

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Holiday shipping Chat next week

"{And this-

"We’d also love to hear your thoughts and plans about what you are doing or experiencing with carriers."}"

 

USPS delayed shipping:  Delayed tracking updates: one update on delivery had to be pushed from my PO.

USPS is messed up.

Yet only one had to be refunded, in which they buyer finally received item; and never contacted to arrange pay: Same one gave me my neg... LOL I am not a nice seller.

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Holiday shipping Chat next week

And of course- the one time the chat was closed at exactly 5pm. It took me half an hour to sign in and by the time I got my questions done at 5:02 I was out of luck. So frustrating!

 

brian@ebay nate@shipping amy@shipping 

 

USPS has improved a lot, but my recent experience with them has been so hit or miss- half my packages arriving quick and the other half back to experiencing long delays- and probably from election mail, too.  I worry this will not improve with holiday volume. Outgoing packages also see a delay on Monday when the PO volume is much higher- a lot of times those packages won't actually go out for at least a day.
 
I'm also seeing extended delays shipping to Australia especially, and even Canada- moreso than other countries right now.
 
What does eBay plan to do to support sellers during the holiday season regarding such things as:
- estimated delivery dates shown to buyers
- seller protections
- the ability to appeal an INR for a credit when an item is delivered later and the  seller proactively refunds to avoid the defect, etc.
- removing late shipping marks when USPS picks up packages but doesn't scan until the next day because of volume- eBay thinks I missed my handling time when I didn't. My regular carrier scans 98% of the time- the subs don't and there are always more subs during the holidays.

 

I know the standard replies- eBay adjusts delivery dates as USPS reports delays. You say we should watch announcements for seller protection updates. If that was the kind of answer I was looking for I would not bother posting- I'm hoping you can provide some more specific information.

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Holiday shipping Chat next week

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Holiday shipping Chat next week

brittanie@ebay tyler@ebay- can you please follow up in Brian's absence?

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Holiday shipping Chat next week

Hi @coffeebean832 - I'm sorry you haven't heard back on this yet! I've escalated it up to the team and will let you know as I hear back. 

 

Thanks for bringing it to my attention. 🙂

Tyler,
eBay
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Holiday shipping Chat next week


@coffeebean832 wrote:

A... 

I know the standard replies- eBay adjusts delivery dates as USPS reports delays. You say we should watch announcements for seller protection updates. If that was the kind of answer I was looking for I would not bother posting- I'm hoping you can provide some more specific information.


eBay has NOT made realistic adjustments to estimated delivery dates, and now it's too late for eBay to do anything.  The Shipping board is flooded with discussions about late packages, missed scans,  buyers' complaints and INR claims. A significant proportion of packages are being delivered a week or more after their estimated delivery dates regardless of the service used.  

 

It's time to end your listings or set up "Time Away" until after the holidays.

 

PS Here's a reality check from Fedex" "We  have suspended our money-back guarantee for all FedEx Express, FedEx Ground, FedEx Freight and FedEx Office services effective immediately until further notice."

https://www.fedex.com/en-us/coronavirus.html

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Holiday shipping Chat next week


@nobody*s_perfect wrote:

eBay has NOT made realistic adjustments to estimated delivery dates, and now it's too late for eBay to do anything.

It's too late for everything already purchased, but eBay could extend ETDs starting tomorrow to something realistic. It's only December 9th and there will be plenty more sales between now and Christmas from buyers who will expect those items before Christmas because eBay gave them that unrealistic date.

 

eBay could also extend seller protections so we can appeal a voluntary refund on an INR when the package is delivered later.

 

USPS hasn't attempted to look into where's my package inquiries for months and it's only getting worse. In many instances USPS reps are opening a case then immediately closing the case with zero communication. They're just going through  motions to make it look like they didn't ignore the request. In other cases they're opening the request, sending the following message then immediately closing the request.

 

The Postal Service has experienced operational impacts as a result of the COVID-19 pandemic, causing delays in transit to the destination address. However, geographical areas are impacted differently and can have an impact on the expected delivery time.

 

As a result of the Coronavirus Disease 2019 (COVID-19) pandemic, Postal ServiceTM Priority Mail® products and First-ClassTM packages may temporarily experience delivery delays due to limited transportation availability. 

 

At this time, operations are fluid based on the level of impact communities are experiencing.  Therefore, you may see processing scans from other areas other than the ones you are accustomed to seeing from your local area. The Postal Service is undertaking all reasonable measures to minimize the impact to our customers.

 

Therefore, we are recommending you wait approximately 10-14 days from the date you receive this notice before filing a missing mail search. However, if after that time your package has not arrived, please follow the below instructions for filing a missing mail search.
 
As this item may have been damaged in processing, we also recommend you submit an online missing mail search at https://www.usps.com/help/missing-mail.htm . You will be asked to set up an account before proceeding (or sign into your existing usps.com account), provide a detailed description of your item and upload any photos that may assist the MRC in locating the contents of their mailings.

In addition, customers are able to check the status of their inquiry on the ‘History’ page in the application.  If an email address is provided at the time the inquiry is initiated periodic email updates will be provided regarding the status of the search.
 
Please be assured, the Postal Service’s goal is to move packages as expeditiously as possible, and we are committed to ensuring timely processing and delivery of essential packages. The Postal Service continually reviews its network capacity to provide the American public reliable, efficient, and fast delivery service.
 
Thank you for your patience and understanding.  Please accept our apologies for any inconvenience this matter has caused.

 

 

Dude, these HTML error messages are getting real old, real fast.

Walk without rhythm, it won't attract the worm.
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Holiday shipping Chat next week


tyler@ebay wrote:

Hi @coffeebean832 - I'm sorry you haven't heard back on this yet! I've escalated it up to the team and will let you know as I hear back. 

 

Thanks for bringing it to my attention. 🙂


I saw the announcement today, tyler@ebay . FYI- that does not do much to help when eBay isn't adjusting handling time to something more realistic. I'm seeing Priority packages travel only 4 zones and taking 10 days to arrive. That's 7 days past the ETD from eBay. I have other packages shipped on the 30th- now 9 days later and still no scans past the first sort facility. Packages shipped on the 5th- now 4 days later and still no scans past the acceptance scan. eBay needs to adjust ETDs. So many shoppers are last-minute and will expect their packages to arrive before Christmas when eBay says they will. Please help us with buyer expectations by appropriately extending ETDs.

 

Please help us with more seller protections on INRs. The extension on INRs only applies if there are scans within 10 days. A lot of packages aren't seeing scans within 10 days- yet INRs are filed, buyers are refunded, then packages are delivered within a week. Sellers can't appeal unless they're willing to first take an unresolved defect and loss of fees. This system needs to be better.

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