eBay

bayareasoapco · ‎12-18-2017

I’m mostly here to vent, but hoping someone will give me an option to resolve this. Buyer bid on and won 77$ Lego set, free Fed Ex Smart Post was included in price, but Priority was also offered as an option. I’m in California, and buyer is in Miami. The minute I saw the address I was like, krap! The free shipping will get me on this going across the entire country.

Supposed to to be delivered by Dec. 13. Buyer emailed me, and I got immediately on it when I realize he hadn’t received it. I had to open a case with USPS, which takes 24-48 hours for response. Tracking showed “en route to Miami” up until today. I Was very responsive to buyer, and empathic asking him to please be patient and I would track this thing down ASAP. I sent him copies of tracking scans each day something changed. Today, package shows “delivery of package by expected date is delayed- item is Jacksonville,FL distribution center at of 9:15am today”.

In the mean time buyer buyer opens a case, I’m supposed to respond by the 21st, says he wants a refund for item not received since I am unable to provide status of package. So, then I responded to the case with the updated tracking information today. He replies, says he doesnt want it anymore, it was supposed to be delivered by the 13th.

Hes he’s angry with me, over something I have no control over. I’ve apologized profusely and been very responsive to this problem.

So now, PayPal is holding the funds pending the outcome of the case. The package IS going to make it to him by Christmas, now that it’s been found. Will EBay wait until the 21st to refund him, or can he ask them to step in sooner to resolve the case? In that case, will they refund him or will they see the package is on its way and ask buyer to wait a few more days?

This is has only happened to me one-other time. The item cost a lot less, so I refunded the buyer immediately and the I had the package rerouted back to me, which cost like 17$. Because it’s so expensive, I don’t want ant to lose the money and the item too.

I am on on hold with PO and have been for 40 minutes, yesterday the hold time was from 1.5 to 2 hours to speak to an agent. I’m not sure I can trust him to RTS he’s quite angry even though I’ve been very responsive. I guess I’m answering my own question, I have to let the refund go through and pay for the **bleep** thing to rerouted. Totally sucks, cost of doing business I guess, terrible Christmas for us.

I WILL NEVER EVER OFFER FREE FED EX SMART POST TO ANY BUYER NOT ON THE WEST COAST. I think I will have to do straight priority mail and charge for shipping, anytime it’s a package over 16 Oz.

xondilon · ‎12-18-2017

If you were open about using SmartPost from the start, then you should be golden. Its the sellers responsibility to accurately state what they are getting, and the buyers responsibility to read the terms outlined in the list.

I wouldnt worry about it too much, provided you are 100% honest with the buyer and Ebay/Paypal. I understand its a frustrating experience, but at least you (shouldnt) be out the shipping fees or the item/money paid for it.

the_fancy_fox · ‎12-18-2017

@bayareasoapco wrote:
I’m mostly here to vent, but hoping someone will give me an option to resolve this. Buyer bid on and won 77$ Lego set, free Fed Ex Smart Post was included in price, but Priority was also offered as an option. I’m in California, and buyer is in Miami. The minute I saw the address I was like, krap! The free shipping will get me on this going across the entire country.

Supposed to to be delivered by Dec. 13. Buyer emailed me, and I got immediately on it when I realize he hadn’t received it. I had to open a case with USPS, which takes 24-48 hours for response. Tracking showed “en route to Miami” up until today. I Was very responsive to buyer, and empathic asking him to please be patient and I would track this thing down ASAP. I sent him copies of tracking scans each day something changed. Today, package shows “delivery of package by expected date is delayed- item is Jacksonville,FL distribution center at of 9:15am today”.

In the mean time buyer buyer opens a case, I’m supposed to respond by the 21st, says he wants a refund for item not received since I am unable to provide status of package. So, then I responded to the case with the updated tracking information today. He replies, says he doesnt want it anymore, it was supposed to be delivered by the 13th.

Hes he’s angry with me, over something I have no control over. I’ve apologized profusely and been very responsive to this problem.

So now, PayPal is holding the funds pending the outcome of the case. The package IS going to make it to him by Christmas, now that it’s been found. Will EBay wait until the 21st to refund him, or can he ask them to step in sooner to resolve the case? In that case, will they refund him or will they see the package is on its way and ask buyer to wait a few more days?

This is has only happened to me one-other time. The item cost a lot less, so I refunded the buyer immediately and the I had the package rerouted back to me, which cost like 17$. Because it’s so expensive, I don’t want ant to lose the money and the item too.

I am on on hold with PO and have been for 40 minutes, yesterday the hold time was from 1.5 to 2 hours to speak to an agent. I’m not sure I can trust him to RTS he’s quite angry even though I’ve been very responsive. I guess I’m answering my own question, I have to let the refund go through and pay for the **bleep** thing to rerouted. Totally sucks, cost of doing business I guess, terrible Christmas for us.

I WILL NEVER EVER OFFER FREE FED EX SMART POST TO ANY BUYER NOT ON THE WEST COAST. I think I will have to do straight priority mail and charge for shipping, anytime it’s a package over 16 Oz.

I am in ca, I use smart post all the time. If my buyer also on the west coast it's usually cheaper to send it priority as we are in heck same zone.

its Christmas! Of course delivery is taking longer.

The Race is over
The Rats won.

berserkerplanet · ‎12-18-2017

I use SmartPost all the time without issues, and East Coast buyers are happy with it since it's usually much, much cheaper than any USPS option, and enough less expensive than FedEx Ground that buyers choose it (I offer 2-4 options on those listings, so it's on the buyer's shoulders when they choose). Usually takes 1-2 days longer than Ground.

flyerfandan999 · ‎12-18-2017

I'd hang up with the Post Office and from now on ignore the Buyer.

Since Buyer opened the case and now wants their money back, I'd discontinue any communication with the Buyer other than what is absolutely necessary thru eBay's or PayPal's Resolution Center.

To tell the truth, I think you may have made this a little worse by what sounds like "grovelling" to the Buyer and appearing to take responsibility for the delay. I would have reinforced with Buyer that you did your job perfectly and professionally (you got the item to the shipping service well within your stated handling time) and that BUYER, not you, decided to use the cheap service. I would have passed up NO OPPORTUNITY to remind the Buyer than the shipping service chosen by BUYER is the one that is creating the delay. Buyer had ample opportunity to choose a faster service but cheaped out and went with the low bidder.

creoleorchid · ‎12-18-2017

@flyerfandan999 wrote:
I'd hang up with the Post Office and from now on ignore the Buyer.

Since Buyer opened the case and now wants their money back, I'd discontinue any communication with the Buyer other than what is absolutely necessary thru eBay's or PayPal's Resolution Center.

To tell the truth, I think you may have made this a little worse by what sounds like "grovelling" to the Buyer and appearing to take responsibility for the delay. I would have reinforced with Buyer that you did your job perfectly and professionally (you got the item to the shipping service well within your stated handling time) and that BUYER, not you, decided to use the cheap service. I would have passed up NO OPPORTUNITY to remind the Buyer than the shipping service chosen by BUYER is the one that is creating the delay. Buyer had ample opportunity to choose a faster service but cheaped out and went with the low bidder.

I'm with you on hanging up with the post office but I would immediately get on the phone with eBay and point out the tracking information. Then ask to put the case on hold a few more days.

plumbingspecials · ‎12-18-2017

How do you plan to charge someone on the East coast for shipping, but offer free shipping on the West coast? It's not the buyer's fault you didn't figure your cost before setting your price.

1. If you're offering free shipping, figure your cost to the furthest zone.

2. Don't use FedEx for anything!

bayareasoapco · ‎12-18-2017

PayPal put a 77$ hold on my account when he filed the dispute, I replied again to him that it would be delivered this week before Christmas but since he didn’t want it anymore through no fault of my own I would refund him but he would have to refuse delivery in the package would have to be returned to me. Next thing I know I checked my PayPal and the 77$ hold had been removed. The case is still open however. RTS mail already takes FOREVER & God only knows how long it would be with a FedEx smart post.

So I was worried he’s going to get a refund and then he’s going to get the package and keep it and then I’m out both. I’m very buyer oriented and try to please them with 100 percent satisfaction every sale, Unfortunately he’s went ahead and left me some bad feedback and ruined my 100% feedback score although I was very receptive and working every angle to make sure he was going to get this package before Christmas.

Now I’m just **bleep**...yah, I know the cost of doing business blah blah blah.

So I think I’ll refund him and intercept the package. WELL post FedEx smart post is not available for interception! Tried to do the refund it won’t process. Therefore I have to rely on the Postal Service at that station to make sure that carrier gets the message not to deliver the package and instead to just return it to sender. But again I’m left with the lingering doubts of when I would ever get the package back via that return method. Fed Ex Smart Post.

So being proactive I priority mailed a prepaid priority shipping label to the post office (the one in Miami who has my case and is in charge of locating the package). Emailed the representative who emailed me about the investigation who is at that post office in Miami, I cross checked the phone number with the address and will be calling them tomorrow. Went through the Postal Service gates tonight because I saw a carrier back there coming in late, in his truck tonight gave them the envelope with the label, he went ahead and scanned it and it’ll be on its way to Miami tonight. I will keep my fingers crossed that the communication gets shared properly and I’m able to reach someone tomorrow morning to confirm what’s the situation is and go from there...

I used to be a carrier so I know a little bit of inside information how important it is that their station never receives a customer complaint, which affects the station managers bonus at the end of the year so they generally really try to go out of their way to help you in a situation like this I’m hoping this is one of those times...

Looks like my son is going to get the Lego BB-8 for Christmas after all...

And to the poster about not shipping to the East Coast via smart post, I can disable what states and what shipping method can be used for every one of my listings. I’ve only had the delays from FedEx smart post (which I’ve used regularly since it first became available), is when I have to ship across the country to the East Coast otherwise my packages have always been delivered by the due date.

Everyone else thanks for the comments!

I so want to tell this guy to F off after seeing his feedback but I’ve maintained my composure and professionalism all throughout this process and Will ask for the feedback to be removed or revised and if they want I’ll reply with a simple explanatory comment.

bayareasoapco · ‎12-18-2017

I’m not complaining about the shipping cost. I’m complaning about the delays and length of time it takes for deliveries on the East Coast, using Fed Ex Smart Post, which I cannot control. Thank you.

lja440 · ‎12-19-2017

@bayareasoapco wrote:
PayPal put a 77$ hold on my account when he filed the dispute, I replied again to him that it would be delivered this week before Christmas but since he didn’t want it anymore through no fault of my own I would refund him but he would have to refuse delivery in the package would have to be returned to me. Next thing I know I checked my PayPal and the 77$ hold had been removed. The case is still open however. RTS mail already takes FOREVER & God only knows how long it would be with a FedEx smart post.

So I was worried he’s going to get a refund and then he’s going to get the package and keep it and then I’m out both. I’m very buyer oriented and try to please them with 100 percent satisfaction every sale, Unfortunately he’s went ahead and left me some bad feedback and ruined my 100% feedback score although I was very receptive and working every angle to make sure he was going to get this package before Christmas.

Now I’m just **bleep**...yah, I know the cost of doing business blah blah blah.
So I think I’ll refund him and intercept the package. WELL post FedEx smart post is not available for interception! Tried to do the refund it won’t process. Therefore I have to rely on the Postal Service at that station to make sure that carrier gets the message not to deliver the package and instead to just return it to sender. But again I’m left with the lingering doubts of when I would ever get the package back via that return method. Fed Ex Smart Post.

So being proactive I priority mailed a prepaid priority shipping label to the post office (the one in Miami who has my case and is in charge of locating the package). Emailed the representative who emailed me about the investigation who is at that post office in Miami, I cross checked the phone number with the address and will be calling them tomorrow. Went through the Postal Service gates tonight because I saw a carrier back there coming in late, in his truck tonight gave them the envelope with the label, he went ahead and scanned it and it’ll be on its way to Miami tonight. I will keep my fingers crossed that the communication gets shared properly and I’m able to reach someone tomorrow morning to confirm what’s the situation is and go from there...

I used to be a carrier so I know a little bit of inside information how important it is that their station never receives a customer complaint, which affects the station managers bonus at the end of the year so they generally really try to go out of their way to help you in a situation like this I’m hoping this is one of those times...

Looks like my son is going to get the Lego BB-8 for Christmas after all...

And to the poster about not shipping to the East Coast via smart post, I can disable what states and what shipping method can be used for every one of my listings. I’ve only had the delays from FedEx smart post (which I’ve used regularly since it first became available), is when I have to ship across the country to the East Coast otherwise my packages have always been delivered by the due date.

Everyone else thanks for the comments!

I so want to tell this guy to F off after seeing his feedback but I’ve maintained my composure and professionalism all throughout this process and Will ask for the feedback to be removed or revised and if they want I’ll reply with a simple explanatory comment.

If you used to be a carrier why were you even on the phone with USPS over a SmartPost package. YOU KNOW that USPS has NO!!! control over SmartPost until FedEx delivers it to your buyers delivering PO.

Personally I would never use FedEx at all besides the frequency of their screw ups here they charge $11.45 just to pick-up a package.

bayareasoapco · ‎12-19-2017

Llj440- Because they (USPS station that carries this route) are the final destination, prior to delivery. Fed Ex gets it to the “locale” then USPS takes over.
Fed ex smart Post didn’t exist when I started selling on EBay, years ago! So this is a new dilemma/situation..I was a carrier in 1988 way before that service existed,. I’m keeping the faith that the USPS will do
the right thing. I will follow up daily with a phone call, as well as checking tracking for (a) the original item (b) the envelope I sent a return label in (c) and the returned package using my prepaid labe I sent to the PO. . (d) if the package gets delivered and wasn’t caught in time, and if buyer does not refuse delivery or marked as refurn to sender, it, then the case closes. If he still elects refund,
I hate it when you get on the community forums for support, advice, etc. and you get responses from sellers who haven’t read the posts. The package is at the Jacksonville, FL USPS distribution center on its way to the Miami post office that would be delivering the package.

plumbingspecials · ‎12-19-2017

Your OP said "I’m in California, and buyer is in Miami. The minute I saw the address I was like, krap! The free shipping will get me on this going across the entire country. "
Sounds like a complaint to me...
Don't use FedEx and you will not have quite as many delays in shipping. Why would you think that two carriers handling one package would be quicker or less complicated?

flyerfandan999 · ‎12-19-2017

The OP did not select the shipping method, the BUYER did, because SmartPost was free (to the Buyer) and Priority was going to cost the buyer around $17.00.

IMHO, seller's BIG mistake was "owning" the shipping delay and becoming the Buyer's whipping boy for the everybody-knows-it's-slow-but-cheaper SmartPost. Seller should have started communication with the Buyer by reminding Buyer that the shipping service the Buyer chose is the source of the issue and furthermore is out of Seller's control, especially since the Seller let no grass grow under his feet and got it to the shipper the next day after payment cleared. Seller should have gone on radio silence with Buyer after that.

Seller should not have felt the obligation to hand-hold the Buyer and send tracking updates to Buyer, as Buyer has the same access to tracking as Seller. Doing that further reinforces to Buyer that the delay is somehow the Seller's fault.

And to me, it's incomprehensible that Seller would do a package recall because Buyer is throwing a hissy fit in the form of opening a case AND leaving a nice big fat red jelly donut. From what I could tell from the posts, the item was being tracked as moving thru the system, certainly with unexplained stops and delays, but still, showing some sort of movement.

Seller is a grown adult and has reasons for conducting eBay busines this way and is of course perfectly within their right to do so, it's just 180 degrees opposite of what I would have done.

carlmarxx · ‎12-19-2017

@flyerfandan999 wrote:
The OP did not select the shipping method, the BUYER did, because SmartPost was free (to the Buyer) and Priority was going to cost the buyer around $17.00.

IMHO, seller's BIG mistake was "owning" the shipping delay and becoming the Buyer's whipping boy for the everybody-knows-it's-slow-but-cheaper SmartPost. Seller should have started communication with the Buyer by reminding Buyer that the shipping service the Buyer chose is the source of the issue and furthermore is out of Seller's control, especially since the Seller let no grass grow under his feet and got it to the shipper the next day after payment cleared. Seller should have gone on radio silence with Buyer after that.

Seller should not have felt the obligation to hand-hold the Buyer and send tracking updates to Buyer, as Buyer has the same access to tracking as Seller. Doing that further reinforces to Buyer that the delay is somehow the Seller's fault.

And to me, it's incomprehensible that Seller would do a package recall because Buyer is throwing a hissy fit in the form of opening a case AND leaving a nice big fat red jelly donut. From what I could tell from the posts, the item was being tracked as moving thru the system, certainly with unexplained stops and delays, but still, showing some sort of movement.

Seller is a grown adult and has reasons for conducting eBay busines this way and is of course perfectly within their right to do so, it's just 180 degrees opposite of what I would have done.

I agree the Op should not have owned up on the shipping delay to the buyer. I use calculated shipping to buyers address!

creoleorchid · ‎12-19-2017

So I'm a little confused about this label thing. You mailed a prepaid return label to the branch in Miami where the package is supposed to land, with the hopes that the person you were emailing there will actually get the label, find the package, stick the new label on it and send it back to you?

If that's what I'm reading, I have to say I don't think there's a snoball's chance in hell of that happening. The week before Christmas.

Redirecting a package on your word, not an official intercept.

Apologies if I read that wrong. Regardless, you need to do what I suggested about calling eBay to put the case on hold for you. I'm betting the package gets delivered before your contact in Miami finds your label and matches it up with your package.