USPS carrier rate discount specified but not applied. Constantly having to refund shipping...

[replacementradios]

In our Shipping Preferences in our account, we have the carrier discount rates applied to USPS and UPS. When a customer buys something and selects UPS, all is fine. When they select USPS, however, the discount is NOT applied. So we are constantly having to refund the customer the 'overcharge'. (Because we're nice guys.) This creates a LOT of extra work. 

The Help page link from the Shipping Preferences tab specifically says: "the changes you make will be applied to all active and new listings where a shipping cost applies." --So it is not a case of the listings needing to be expired and renewed before that setting is applied. (Unless their own Help doc is wrong...)

Anyone else experience this? If so, what did you do to solve it? (FYI: We have had UPS carrier rate discounts selected for years. We just checked the box next to USPS a month or two ago.)

[monster-deals]

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@replacementradios wrote:

So we are constantly having to refund the customer the 'overcharge'.

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How about just letting the customer spend their money?

It took me years upon years to just let them.

It is the hardest lesson to learn in this gig.

[replacementradios]

Our policy on eBay has always (member since 1998) been: we don't intentionally try to profit on shipping. We believe the price should be the price and the shipping amount should be the shipping amount... I can see why you would say what you did, and there is an argument to be made for it in many cases. Maybe I would be inclined to let it be and say "oh well, we tried"... IF the shipping discounts were (or were not) being applied consistently. But they aren't. And their own help doc (and the agents I spoke to) confirm they should be. That it is not working as intended... It isn't a case of "if it's not broken, don't fix it." It's broken... So it needs fixed... 

[monster-deals]

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@replacementradios wrote:

It isn't a case of "if it's not broken, don't fix it." It's broken... So it needs fixed... 

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Doubtful it is going to get fixed, it isn't part of ebay's revenue stream, no time soon anyway.

It will just get added to the decades long list.

Sounds like your policy might be costing you more money in time you could be spending otherwise.

Might be time to re-think it in context with ebay's inability to help you charge what you are intending.

Flat rate, free shipping, change carriers...something to think about.

[replacementradios]

We're actually considering switching our 'Preferred Method' back to UPS. Which stinks.... because it is NOT  our preferred method. We've found the damage/loss claims process with eBay generated UPS labels severely lacking. (As in, good luck getting UPS to find in a seller's favor since the seller doesn't 'own' the UPS account being used and therefor has no leverage with them...)

The other options you mentioned (flat rate and free shipping) definitely do not  work for us. Been there, done that...

[fern*wood]

I never try to profit off shipping either, but passing on the discounts would mean I would lose money on shipping for each item.  That would quickly add up.  

[replacementradios]

UPDATE: The carrier discounts have FINALLY started being applied to our USPS options!! I am guessing it was prompted by updates for the shipping changes they recently announced, where the buyer will be presented with the discounted rates in addition to what the seller is charging them. (That or eBay finally worked our trouble ticket, 3+ months later...)