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eBay Adds Messaging Warning Buyers about Delays

eBay
eBay Adds Messaging Warning Buyers about Delays

eBay is adding messaging advising buyers about shipping delays, and it is also offering some protections for sellers impacted by impatient customers.

We’ve been writing about severe shipping delays in the runup to Christmas and about some sellers’ angst over how marketplaces like eBay and Etsy are handling claims from impatient and disappointed customers.

Today (Wednesday), eBay issued an update to advise sellers it would be offering the following protections for transactions entered into between November 15 through December 31:

We will automatically remove any defects for “item not received” cases closed without seller resolution as well as associated negative or neutral feedback if these conditions are met:

  • Tracking was uploaded and has a physical scan from the carrier before the case was opened.
  • A delivery scan shows the item was delivered after the case was closed.

In addition, these cases will not impact your service metrics rating.

We will also remove negative or neutral feedback related to a late delivery automatically if an item arrives late but tracking shows that you shipped on time.

eBay advised sellers to keep lines of communication with buyers open and said it is asking buyers to be patient. “For items in transit, we are keeping cases open for 10 more days from the time a buyer asked eBay to step in to allow additional time for the item to be delivered,” it wrote in a post updated December 16th.

It published a screenshot showing the messaging it added to the area of its site where buyers check tracking, which reads: “High shipping volumes are causing some delays. Please allow extra time.”

Read more about the delays in Tuesday’s EcommerceBytes Blog post, and let us know how you think online marketplaces are handling buyer claims. You can also read sellers’ reactions on the eBay for Business Facebook post about the changes.

Ina Steiner on EmailIna Steiner on LinkedinIna Steiner on Twitter
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.

One thought on “eBay Adds Messaging Warning Buyers about Delays”

  1. This statement by eBay is false. We’ve had buyers prematurely claiming INR well before the due date, and with Managed Payments eBay simply TAKES THE MONEY FROM OUR AVAILABLE FUNDS. They don’t even BOTHER to check to see the USPS tracking info – as if Ebay needed another excuse to simply take sellers’ money!

    This has also happened NUMEROUS times in the past two months WELL AFTER THE ITEM HAD BEEN DELIVERED AND THE USPS & Ebay TRACKING SHOWED THE DELIVERY OF THE ITEM.

    Ebay’s response is typically that “it has to go through the process” – meaning they’re going to keep the money for 2-4 more days, EVEN THOUGH THEY CAN EASILY SEE THE USPS DELIVERED THE ITEM.

    This has happened with both domestic and international deiiveries, with all delivery agents verifying that the package was actually delivered.

    I can’t believe eBay is this stupid, or is unable to check their very own tracking info – which they display on their “Sold” screen. So why would they take money when items have been delivered?

    Check their stock price and see that their stock has languished for some time. This is an easy way to generate INSTANT cash, essentially stealing what has already been paid to the seller for his item and shipping. With managed payments it’s very easy as they already have full access to your money!

    I’ve also noticed that this “scam” is now being used by buyers to obtain merchandise for free, using eBay to abet the buyer. Buyer purchases something, typically less that $20 but more if they want to risk it. Several days before the expected delivery (per the estimate), the buyer files a “INR” case HOPING the seller won’t want to fight with eBay or risk a ding and will simply REFUND their purchase. They KNOW they’ll receive the item since the USPS “always goes through” – and they will have received both a refund AND the item itself.

    We’ve had several buyers try this – Italy is big on this scam right now, but the best international case was a French buyer whose package actually arrived a bit EARLY – and having received the package a week EARLY, he then claimed “INR”. Well, both the USPS and “Le Poste” (French postal system) verified that the package had been delivered, and after MUCH BATTLING WITH EBAY THEY CLOSED THE CASE IN OUR FAVOR.

    So is eBay actually PROTECTING sellers? Not on your life, IMO – they’re claiming to do so, but another scammer filed a case last night because the USPS routed his package in a way he didn’t like, and thus here we go again.

    Ebay has become the most corrupt venue we’ve ever seen, and we’ve close our store before Christmas to avoid the scammers. However, eBay themselves has now decided to aid and abet the scammers!

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