Join the Community team here at 1 PM PT on January 29th for our Weekly Chat with eBay Staff. We don't have a set topic this week, so please bring any general questions you may have about buying or selling.
The chat will be open for questions from 1-2 pm PT, at which point we'll close thread from additional responses. After this time, we'll continue to work on responding to any queries that might still be unanswered.
If you're new to the chat, welcome! Simply Reply to this post with your question from 1-2 PM Pacific Time and we'll be happy to look into it for you.
*Please note that we're not able to address account-specific queries. Questions regarding your account should be directed to eBay Customer Service.
@greg213213 wrote:
I have a question about the late shipment metrics. I had a buyer make a purchase on 12/26. I have a 2 day handling time which means the item would get shipped on 12/30. This is what eBay is telling the buyer:
Estimated delivery date shown to buyer:Dec 31, 2019This item was going from Dallas, TX to Utah. It was delivered on 1/6/20 (there is a holiday on 1/1) and shipping was First Class Mail.I got a ding for late delivery, so how does a seller supposedly get an item from Texas to Utah in one day?
Hi @greg213213 - the late delivery metric will look at the acceptance scan first, and if that is within your stated handling time you will always get credit, regardless of whether or not the item is delayed in shipment or not.
As to your specific example, there is a technical issue impacting several members that displays a much shorter estimated delivery date on your sales record than what the buyer was actually shown. That's what I believe happened in this case. If you go to your Late Shipment report and choose 'download report' you can get a spreadsheet with the details. That will show you a wealth of information about the transactions we're considering late, including the date we told the buyer to expect the item.
I've gotten your account added to the open ticket and hopefully we'll see the cosmetic issue in Seller Hub corrected quickly.
From what I can see however, this was an accurate late shipment ding. Thanks!
@a_c_green wrote:
Hi all,
We're sincerely hoping that you can find a way to get any specific update from the people responsible for resolving the glaring omissions in the new Shipping confirmation email, regarding their progress in restoring all the information that got lost during the transition from the old Shipping form to the new one. As you probably recall, way back in May of last year this was reported in the Weekly Chat (here), along with comparison screenshots showing the lost data, and an itemized list of what was missing.
There have been several requests for updates since then: two weeks later (here), followed by two months later (here), and there was also an update from Brian.t on August 26 of last year (here) stating that they will be adding details related to the transaction. I replied at that time to ask whether they could provide any kind of template or dummy page showing the format that they are working towards (e.g. the shipment details being restored from the old format), so that sellers can provide them with some feedback before everything gets set in stone, in case anything is still missing from the new design, but heard nothing further in reply after that.
Summer turned to Fall. Fall turned to Winter. We seem to be no further into what is really a trivial job of correcting code, nor do we seem to have any concrete answers from whoever is coding the revisions as to what they are doing or when they think they will be done.
We can see that one change has been made, so we know that someone out there is aware of this. Previously, the buyer's Payment Method was listed as a PayPal link within the message, but if you clicked on it, you were instead given a form inviting you to send money to Feedback at eBay. (Yes, really.) That has now been removed, so that clicking on the buyer's Payment Method now brings up a window with nothing at all in it.
Most recently, another seller posted the same complaint yet again, and Brian.t has posted a prompt reply (here) to acknowledge it.
The problem now seems to boil down to the fact that whoever is supposed to be doing the work sees no sense of urgency at all about this. It's not entirely clear, from how it currently reads, that they even understand the purpose of the confirmation email. We have been hoping that comparison screenshots of Old vs. New would help their understanding, but given the near-total silence being conveyed back to you on the Community Team here, this resolution doesn't seem to be getting any traction.
What more can we do to help you push them along? I would be perfectly happy to email the details again, or even participate in a conference call. Thanks!
Hi @a_c_green, I wish I had more information for you, but I don't. The appropriate team is aware of the feedback and they fully understand why sellers want more information and what information sellers want to see included in the email. I understand the frustrations with this. The Community team is working to get more info on the status of this and will share those details when they are available.
@better_than_ice_cream wrote:
brian@ebay wrote:
A 90 day download is currently what's available. To my understanding we do not have plans to change this, so you'll want to do a download at least once every 90 days to ensure you have all the data you need.
During a recent "eBay UpFront" event in New York, eBay executive Harry Temkin said that eBay would make ten years' worth of transaction history available instead of the current limit of just 90 days. Temkin didn't say if the expanded availability of historic sales data would be retroactive.
@better_than_ice_cream that would be great! I look forward to this change 🙂
@forgottenape wrote:
LIBRE OFFICE but same difference. so no way to go back and get those sale tax numbers through ebay
@forgottenape if it's older than 90 days then our current download options won't include that data. I've heard from Community members that PayPal has a CSV download that includes data going back several years and to my understanding it does show sales tax information, so this may be an option to explore.
@golfingaddict wrote:
brian@ebay Thanks but that does not address the issue that expected ship by date was the same as estimated delivery date and how a seller is suppose to ship by and deliver by on the same day.
And for the record, the item was going across country.
I just don't want to keep disappointed buyers when ebay gives those estimates.
Hi @golfingaddict , I understand your perspective and assure you, this feedback has been received by the appropriate teams. As we've stated in the past, if you ship within your stated handling time then we have protections available to you. Again, estimates include historical data so the expectations being set will be accurate the majority of the time. While one-off situations may come up, they won't have a significant impact to your business and the benefits of how estimated delivery dates are calculated will outweigh the occasional exception. Shipping time frames are a top priority for many buyers and while you have outlined a situation where some confusion may come up, in general the way that estimates are communicated to buyers is more accurate and serves to build sales volume overall.
@vrykalak wrote:
1. I asked a while ago what the qualifications were to get the "longtime member" designation on listings. Well, I noticed some time ago that I had acquired that designation. ~~WOOHOO~~ And today I noticed the listings say "Longtime member - Returns accepted - Free local pickup" ~~Double WOOHOO~~
2 Another coup:I've been suggesting for years that, which a seller looks at his own listing, it should not bump the visit counter.
I just noticed a few days ago, that change has been made, too. So cool!
Yay! I'm glad to hear that 🙂
