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Thu Mar 16 2017 11:36:09

eBay Seller Concerned about Shipping Metrics

By: Reader
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Dear Ina,
I am guessing eBay almost certainly will ding TRS sellers who needed to mail packages on Tuesday, March 14 to meet their "business day" shipping requirements. I can't guess how many sellers will be impacted, but those of us in numerous Eastern/Northeast states it was impossible to mail anything on the day that the "Stella" nor'easter storm hit.

This should not be counted as a "business day" because our post offices were physically closed. It wasn't just mail service, entire post office operations were suspended for not just individual but entire zip code ranges.

Even if we could have gotten out on the roads after being buried by up to three feet of snow, entire states had declared a "State of Emergency" (at the state, not local level, no less). It is illegal to drive during a state of emergency.

Specific details by state, from the USPS Website (note this site is continually updated, so reports on it may change).

Here is a great news article from Pennsylvania.

I wonder if eBay will take the high road and "forgive" us for being unable to meet "next business day" deadlines for orders paid for over the weekend or Monday.

I am wondering what others make of this situation and hope enough sellers will check and complain if eBay does not give them credit, since it was impossible to meet the deadline on that particular day.
"OP"

Note from the Editor: eBay posted an announcement about the storm and wrote, "Rest assured that sellers need not worry about their eBay seller performance due to delays caused by weather-related delays in this region. We will continue to monitor the situation and include any sellers who may be affected."
Reading EcommerceBytes Letters Blog: eBay Seller Concerned about Shipping Metrics
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Readers Comments

eBay Seller Concerned about Shipping Metrics   eBay Seller Concerned about Shipping Metrics
by: Scotty This user has validated their user name.
       
Thu Mar 16 11:43:46 2017
There are no snowstorms in Vietnam or the Philippines....cust. service is incapable of understanding what you explain as they have never left their local village (other than their commute to the local ebay call center)...so defects will stand.  I highly doubt ''snow'' is in their vocabulary....pointless trying to argue or explain your point to them....no matter how valid (an it is a valid point).
eBay Seller Concerned about Shipping Metrics   eBay Seller Concerned about Shipping Metrics
This user has validated their user name. by: toolguy
       
Thu Mar 16 11:48:03 2017
"eBay posted an announcement about the storm and wrote, "Rest assured that sellers need not worry about their eBay seller performance due to delays caused by weather-related delays in this region."

Looks like eBay's on top of the storm this time. . .
eBay Seller Concerned about Shipping Metrics   eBay Seller Concerned about Shipping Metrics
This user has validated their user name. by: Marie
       
Thu Mar 16 13:20:52 2017
Ebay more times that not do support members when large weather events happen.  It is just that many people assume they don't without checking to see if they have announced anything about it.

Ebay does plenty of things that drive members nuts, so it is easy to assume they won't support members in times of weather events.  But historically speaking, this is an area that Ebay more times that not do support members.  

Subscribe to the Ebay announcement board.  That may help some to get this information and other information they may find useful.

Here is a link.

http://community.ebay.com/t5/Announcements/bg-p/Announcem
ents

Once
you are on the page, on the far right of the words Latest Announcements is a gray word that says OPTIONS.  Click on that and then the word Subscribe.  Now you will get an email notification when an announcement is posted.
eBay Seller Concerned about Shipping Metrics   eBay Seller Concerned about Shipping Metrics
This user has validated their user name. by: cfrphoto
       
Fri Mar 17 00:24:48 2017
Don't worry, eBay considered December 26 and January 2 as business days when figuring late deliveries. How can someone in San Jose or Manila be expected to understand snow. I dodged a bullet by suggesting to not pay for items ending on March 13 until the next day. When I ventured out in the afternoon on March 15th, the best route to the post office was still blocked by work crews removing trees blocking the road.

When an eBay rep says ''to be honest'', does it mean that they are lying the rest of the time? Getting late shipment strikes removed seems to take longer than snow shoveling.
eBay Seller Concerned about Shipping Metrics   eBay Seller Concerned about Shipping Metrics
by: EvilCorpBay This user has validated their user name.
       
Fri Mar 17 00:45:46 2017
Sure they will......

Just like they said the would in January when it was a nationally observed holiday with NO USPS, NO FEDEX, NO UPS at ALL!

And They even sold the postage for that day that was not even truly valid postage by law...AND to think they still refuse to remove my late shipping defects.

I went from ZERO late shipments in almost 20 years, then it jumps to 125 late shipments over a 24 hour period???? Hmmm?? Could it be a Glitch, or perhaps eBays Fault?? NEVER!!!

Almost cost me my carrot jumping discount...well not yet anyhow. But It did cause me to be victim of throttling, velocity limits, Sell through rate restrictions...whatever the name it has the same results....Fatal!! Fatal to a full time seller.

Moral of the story kids....Never trust eBay, NEVER! NO EXCEPTIONS!
eBay Seller Concerned about Shipping Metrics   eBay Seller Concerned about Shipping Metrics
by: comet This user has validated their user name.
       
Fri Mar 17 01:08:19 2017
I live  in one of  the harder  hit  areas of  this Stella Storm  and in fact  was "Stuck"  in Canada  because we could not get HOME  thru it!

But  I have  also NEVER heard of  the Post  Offices CLOSING  pre-emptively;  with  wide  swathes of  territory  being targeted  to shut  down all sections--pick up; delivery; physical  Offices.

I did  contact one guy to tell him--Hey;  I  am out of the country and can't  get home to mail your package  due to this storm;  will mail it on Friday.  He wrote back  that  it was  snowing where he lived on the opposite  coast and he  understood  how  this  goes!  

Nice to have rational  customers  for  a  change!  
And yeah--we  got A LOT OF SNOW.  Almost  3 feet  here in far northern Upstate NY.  We  were on Quebec  Cite last week  on the night  they --WE!!!---set a new record LOW--- Minus 35 on the "C Scale"  --you can feel  your lungs  start to crack  at  that  temp. Standing out on the street  while  hubs  tried to get the parking meter  ticket  machine to work  was brutal  for both of us.  

I  really need to move to a warm  place!  Now--if  SANE  Canada  only HAD a WARM  part----    
eBay Seller Concerned about Shipping Metrics   eBay Seller Concerned about Shipping Metrics
by: dasw This user has validated their user name.
       
Fri Mar 17 02:58:12 2017
I get information about severe  storms on the Weather Channel. It also tells me when a severe storm will begin in my area. I can then decide when and if I will put my store on vacation. Never have to worry about weather induced late shipping for ebay and Amazon.
eBay Seller Concerned about Shipping Metrics   eBay Seller Concerned about Shipping Metrics
This user has validated their user name. by: Rexford
       
Fri Mar 17 08:15:58 2017
The shipping delivery metric is the most unfair metric of them all.  A seller can get the package in the post within 30 minutes of receipt of the order and they are still at the mercy of USPS and of course weather events.

eBay Seller Concerned about Shipping Metrics   eBay Seller Concerned about Shipping Metrics
by: shesnotthere This user has validated their user name.
       
Fri Mar 17 08:40:39 2017
I'm in NJ. We were under a state of emergency and the post office was closed on Tuesday. I just changed my handling time to 4 days and then adjusted it back to 1 day when the post office re-opened. I know eBay later announced they would not hold the delay against sellers, but my experience in the past is that you have to call customer service to get the defect removed and hope you get a rep that knows what you are talking about. Not worth the aggravation.  
eBay Seller Concerned about Shipping Metrics   eBay Seller Concerned about Shipping Metrics
by: epuise This user has validated their user name.
       
Fri Mar 17 09:20:39 2017
An announcement & internal notations are taking care of this issue...
eBay Seller Concerned about Shipping Metrics   eBay Seller Concerned about Shipping Metrics
This user has validated their user name. by: Rexford
       
Sun Mar 19 08:46:00 2017
Most school districts in areas that receive snow allot a certain amount of snow days for each year.

Why can't eBay simply allot a certain number of "forgiveness days" for late arrivals.  Surely their statisticians and data crunchers can come up with a formula that would give those sellers who are performing optimally a reprieve for a few late shipments.

They could do this if they wanted to. They know that things happen, i.e. weather events, USPS dropping the ball, damaged shipments that affect the shipping labels, etc..
eBay Seller Concerned about Shipping Metrics   eBay Seller Concerned about Shipping Metrics
This user has validated their user name. by: Marie
       
Sun Mar 19 17:23:39 2017
@rexford

They sort of do.  One defect isn't going to affect your account at all.  It takes a few before your account has an issue.  So it is sort of like having snow days.  

They also now allow 3 different ways to prove shipment is on time delivery.  That helped a lot too.  

With the need to have the shipment being validated that it was shipped within a seller's stated handling time they give you a 10% swing on the matrix.  That is being reduced to 5% in May.  So less "snow days", LOL.

So they kind of recognize what you feel they should allow, but I'm with you, there is plenty of room for improvement.
eBay Seller Concerned about Shipping Metrics   eBay Seller Concerned about Shipping Metrics
This user has validated their user name. by: Rexford
       
Mon Mar 20 12:28:57 2017
Well Marie, apparently it isn't enough.  We've shipped every package within 24 hours in February, many same day as order was received. That is stellar performance as it relates to getting the items in the post.

According to eBay's metrics, that was not enough as our "late shipments" were a tad over what they needed to be.

Not our fault.  USPS, weather, or other factors are at fault.  Of course in eBay land, that is meaningless.

All sellers are at the mercy of the carriers they use even when they give stellar service. Stupid, stupid metric.
eBay Seller Concerned about Shipping Metrics   eBay Seller Concerned about Shipping Metrics
This user has validated their user name. by: Marie
       
Mon Mar 20 13:17:13 2017
@rexford

I again agree.  It is extremely good customer service. But you are talking about two different things.

The act of shipping within your stated handling time and having that validated is one stat on your dashboard called "Tracking uploaded on time and validated".

The other stat is the package getting to the buyer on time, meaning within the stated ETA on the purchase.  On your dashboard that stat is called "Late Shipment Rate".

I'm not trying to disagree with you.  Many people get the separation of these two stats wrong.  And honestly it is confusing.

My suggestion would be to review the Late Shipment Rate report for details.  Because if your Tracking uploaded on time and validated report is reading that there aren't any problems and the other report is saying the opposite, that is a real problem.

Or it could mean that you had issues that were previous to your February shipments.  But in comparing the two reports, you should be able to zero into which transactions are the problem and then investigate from there.

You can battle these issues and it typically isn't hard if you have the information and proof that they are wrongly placed on your report.  
eBay Seller Concerned about Shipping Metrics   eBay Seller Concerned about Shipping Metrics
This user has validated their user name. by: Rexford
       
Tue Mar 21 07:11:07 2017
Marie, I was indeed talking about the arrival time metric. I apologize if that was not clear. That is the stupid, stupid metric that I was referring to.


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