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eBay Screwed Up Shipping Estimates over 2-Week Period

eBay confessed to screwing up shipping estimates on sellers’ listings for a 2-week period in September. eBay informed sellers in an email in case they receive defects from shoppers disappointed with delivery time.

The issue is important since buyers make purchasing decisions based on how quickly they think they can receive the item, and is particularly critical for sellers since eBay lets buyers ding their performance for failing to meet expectations around delivery time.

Several sellers posted the email they received from eBay online:

Update regarding your recent transaction.
We recently became aware of a glitch causing inaccurate shipping estimates for some orders placed Sep 3–15, 2015. This means your buyer may have received an incorrect estimated delivery date during this timeframe.

Please accept our apologies for any inconvenience this may have caused. And please be assured that we have identified and fixed the problem.

We are also taking steps on impacted orders to automatically remove any defects related to shipping time. Please note that in order for feedback to be considered for removal, it must exclusively concern shipping (meaning not combined with negative or neutral feedback for reasons beyond shipping speed or item arrival).

If you feel you have received negative defects related to shipping time on one of these orders, please contact eBay Customer Service to request removal.

Once again, we apologize for any inconvenience this may have caused. And as always, thank you for being a loyal eBay customer.
eBay Shipping Team

“I’m fairly new to selling on eBay and have no clue what this (Automated) eBay message is referring to,” wrote one seller. “But when I see “Feedback” and “Request Removal” I’m assuming negative feedback might have been left by one of my buyers. I looked for the last 15 minutes, can’t find it. Can someone explain what this is?”

The issue was also posted to the Ecommerce EKG board, where you can indicate if you’ve also received this letter by giving it a “thumbs up” or “thumbs down.”

The EcommerceBytes reader posting about the issue noted that while the email to sellers said the company would take steps to automatically remove any defects related to shipping time, it also advised sellers to contact customer service if they receive negative defects related to shipping time, a seeming contradiction.

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Ina Steiner
Ina Steiner
Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. She's a widely cited authority on marketplace selling and is author of "Turn eBay Data Into Dollars" (McGraw-Hill 2006). Her blog was featured in the book, "Blogging Heroes" (Wiley 2008). She is a member of the Online News Association (Sep 2005 - present) and Investigative Reporters and Editors (Mar 2006 - present). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com. See disclosure at EcommerceBytes.com/disclosure/.