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Sellers Are Wary of eBay Advice on Postal Disruption

eBay urged sellers to continue selling in Canada as a postal disruption looms, telling them on Friday that there was no need to put their Stores on vacation hold or to end their listings. But eBay sellers reacting in the forums said the marketplace must go further if it wants to assuage their concerns, and some sellers were incredulous or distrustful of eBay’s advice.

Some sellers had already begun putting their eBay Stores on vacation, worried about being dinged by both eBay and buyers if they were unable to get orders delivered in a timely manner.

eBay has strict policies to ensure sellers ship in a timely manner, and on Friday it said it would monitor the Canada Post situation so sellers “would not be penalized for shipping delays.” However, its message failed to answer two key questions:

1) Would eBay remove negative feedback left by buyers complaining about delays that were actually caused by a mail disruption?

Here’s what eBay said in its message on Friday: “eBay will be monitoring, and where possible adjusting, estimated delivery dates and eBay Money Back Guarantee timelines to ensure that sellers are not penalized for shipping delays.”

A seller wrote on the boards, “What the message does not tell you is that eBay will NOT remove neutral or negative feedback posted by unhappy buyers experiencing a delay caused by the strike.”

2) Would eBay refund fees if buyers cancel their orders due to a postal disruption?

Here’s what eBay said: “Be considerate and accommodate buyers who may wish to cancel orders if they have not yet been shipped.”

“There is no mention of whether final value fees will be returned when a transaction is cancelled,” a seller wrote, “Since it was not mentioned I would have to think that also will not be looked after.”

Note: eBay removed its post from the eBay Canada Announcement Board after we blogged about it on Monday.

Update 6/28/16: We sent an email inquiry to eBay PR asking why it had pulled Friday’s post. We didn’t receive a response, but the post is now back up on the eBay Canada Announcement Board.

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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). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com.