|Wed Feb 2 2011 13:22:11|
eBay Buyers Confused by Expedited Shipping Message
By: Ina Steiner
First of all, just want to say I really enjoy your newsletter and website...a great way to keep up on what is happening in the world of auction sites.
Haven't found anything on your site or anywhere else about this and just wanted to share it in case the power of your pen (keys?) can bring some light to this situation.
Since at least November the shipping information for an item displayed on eBay shows the same delivery time for regular first class mail (offered for free) and Priority mail as shown below:
Expedited Shipping (USPS First Class Mail)
Within 3-4 business days
Expedited Shipping (USPS Priority Mail)
Within 3-4 business days
Have discussed this with other sellers and we are all experiencing customer complaints that the product wasn't delivered as promised...even when shipping the next business day regular first class mail does not cover the country consistently in 3 - 4 business days (plus as eBay notes this includes seller handling time).
Customers are obviously not selecting priority mail as an option; why pay more for the same service? (Priority mail is a break even proposition for us, but it is an important option if the customer really needs the item quickly.)
This has been brought to the attention of the top seller support group 3 different times since November by me (whenever I call about a different issue I present this to the rep) and all three of the reps agreed this was wrong and were planning on reporting it. It seems to me that this misleading information sets up sellers to fail by showing a commitment that cannot be met each time.
One of my firm beliefs in selling on eBay is that each seller really represents all of the other sellers....buyers will walk away from the site entirely if they feel they are not getting treated fairly on eBay by someone.
Not sure if this issue warrants discussion by you in your newsletter or website, but to me it appears that a simple programming change can keep buyers from being disappointed for no reason. Sellers work hard enough to make a living on eBay and meet customer expectations....we do not need any misinformation from eBay adding to our challenges.
Thanks for reading my rant!
(please leave off my eBay ID and name)
Note from the Editor: More information about this issue is available on this AuctionBytes Blog post.
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