Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Thu May 17 2018 15:58:50

eBay Commences Next Phase of Guaranteed Delivery

By: Ina Steiner

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eBay began opting additional sellers into its Guaranteed Delivery program this week, not without some bumps in the road, sellers have told EcommerceBytes.

With the Guaranteed Delivery (GD) program, eBay is allowing shoppers to filter search results to show only items that offer guaranteed delivery within 3 days. You can read more about it in the "Sellers Guide to eBay Guaranteed Delivery" published in EcommerceBytes on Sunday.

Some sellers are happy to join given the increased visibility. But some sellers who opted out after having been placed in the program yesterday said their listings continue to show guaranteed delivery times.

One reader shared the letter eBay had sent him yesterday, which explains what's changing: 

Your listing visibility and sales potential have just increased.

Dear (name redacted)

On March 23, we shared the news that eBay Guaranteed Delivery is expanding to more sellers. Because of your consistent on-time handling record, you are eligible for the program. Best of all, you don't need to do anything differently.

How It Works 
Starting today, your listings that meet the three program requirements will feature delivery dates guaranteed by eBay. Delivery dates are calculated based on buyer location, item location, and listed carrier delivery times.

To keep your listings eligible for the program, all you need to do is meet your handling time and upload tracking information for your buyers.

Guaranteed By eBay 
eBay covers late deliveries to buyers, no matter the reason. Plus, we'll remove negative or neutral buyer feedback as long as you meet your handling time.

Learn More 
To learn more about eBay Guaranteed Delivery and what other sellers are saying, visit Seller Center and watch our short FAQ video.

We want you to know you're always in control of how you sell. To remove yourself from the program at any time, visit Site Preferences, select eBay Guaranteed Delivery Setting, and click "I want to opt out of eBay Guaranteed Delivery."

Thank you for your consistent on-time handling and thank you, as always, for selling on eBay.

eBay CEO Devin Wenig had demonstrated some impatience with sellers' pattern of reluctance to join newly launched programs when he told Wall Street analysts in February that eBay's move to a payments intermediary would be like a "big bang," saying eBay would not "beg" sellers to participate.

But it's easy to understand sellers' hesitancy given eBay's pattern of glitches. A reader who had to opt out of GD again today after having opted out yesterday checked later and saw they held this time. But when he was checking, he noticed that eBay had changed some of his listings from showing 30-day Buyer Pays Return Postage to 60 days. "I did NOT authorize THAT CHANGE, either."

Sellers discussed the next wave of GD opt-ins that commenced on Wednesday on this thread.

"I opted out this morning before 8 am it's now 1:20 pm and it is still showing up on my listings. I wonder if an item is delivered late who gets to pay?" one seller wrote.

The answer to that question, according to eBay, is itself and not the seller.

eBay may be rolling this wave out in stages, so if haven't received a notification but meet the qualifications outlined in our guide to Guaranteed Delivery referenced above, be on the lookout over the course of days and weeks ahead.



Comments (36) | Leave Comment | Permalink

Readers Comments

Perminate Link for eBay Commences Next Phase of Guaranteed Delivery   eBay Commences Next Phase of Guaranteed Delivery

by: pace306 This user has validated their user name.

Thu May 17 16:40:33 2018

So far so good - Ive not been opted in at all.

Its "always nice to know" that YOUR PARTNER is looking out for you" by changing your listings and opting you into things. NOT

Someone in another thread asked why we discourage people from buying on eBay ... well ... theres this kinda cr@p.

Perminate Link for eBay Commences Next Phase of Guaranteed Delivery   eBay Commences Next Phase of Guaranteed Delivery

This user has validated their user name. by: Rexford

Thu May 17 17:38:16 2018

"eBay CEO Devin Wenig had demonstrated some impatience with sellers' pattern of reluctance to join newly launched programs....."

Sellers have demonstrated impatience with eBay for over 10 years.  Let him stew in his own grease.  All he seems to care about is Wall Street and his precious stock options anyway.

Perminate Link for eBay Commences Next Phase of Guaranteed Delivery   eBay Commences Next Phase of Guaranteed Delivery

This user has validated their user name. by: Marie

Thu May 17 17:50:18 2018

I don't know that I can agree with this statement "eBay CEO Devin Wenig had demonstrated some impatience with sellers' pattern of reluctance to join newly launched programs when he told Wall Street analysts in February that eBay's move to a payments intermediary would be like a "big bang," saying eBay would not "beg" sellers to participate."  

My reason is that Etsy nor Amazon gave sellers a choice either.  So was their reason the same as what is being assumed to be Ebay's reason???  Or is Ebay just following Amazon as is frequently stated here and elsewhere?

As for the GD program, my account has still not yet been opt'd in nor have I received any update email stating when it is going to happen.  I am however willing to give this program a try with the handling time option.  I'll test it out between now and the end of the year.  If I see harm to my selling account, I will opt out immediately, but I'm willing to test it through the end of the year.

I may end up not liking it as I completely understand it is not a good fit for everyone.

Perminate Link for eBay Commences Next Phase of Guaranteed Delivery   eBay Commences Next Phase of Guaranteed Delivery

by: ebayout This user has validated their user name.

Thu May 17 18:06:04 2018

"We want you to know you're always in control of how you sell."
...be nice if that extended to post sale activity.
Instead, we're all hopeless bystanders.

Perminate Link for eBay Commences Next Phase of Guaranteed Delivery   eBay Commences Next Phase of Guaranteed Delivery

This user has validated their user name. by: eXtinctBay

Thu May 17 18:53:45 2018

"....We want you to know you're always in control of how you sell...."

Which comedian did eBay find to write this??

Perminate Link for eBay Commences Next Phase of Guaranteed Delivery   eBay Commences Next Phase of Guaranteed Delivery

This user has validated their user name. by: Marie

Thu May 17 19:11:39 2018

LOL, dang Extinct, how did I miss that one.  OMG I'm at a loss for words and most here knows that isn't easy to do.  LOL

Perminate Link for eBay Commences Next Phase of Guaranteed Delivery   eBay Commences Next Phase of Guaranteed Delivery

by: grumpwell This user has validated their user name.

Thu May 17 19:56:22 2018

I really don't understand this program. I have received multiple emails telling I am qualified to opt in and there is no risk to me as long as I ship on time. This can't possibly be true. Almost everything I ship is by media mail. I live in a very small town in rural northern Vermont. I have been keeping track and while I show 100% shipped on time (I am diligent about shipping every day) only 6% of my packages arrive at their destination within 3 days.  There is no way that eBay is going to refund 94% of my customers, yet they insist I am qualified to opt in. The only other thing that makes any sense is that there is "fine print" somewhere disclaiming their responsibility to honor their guarantee by blaming it on the postal system.  The end result being unhappy customers that take it out on the sellers with negative feedback.

Perminate Link for eBay Commences Next Phase of Guaranteed Delivery   eBay Commences Next Phase of Guaranteed Delivery

by: mcposty This user has validated their user name.

Thu May 17 20:08:46 2018

Wrong..it's not increased visibility! They will only show you to people near you within 3 days!! Their stupid algorithm will ensure you have less sales. Watch.

Perminate Link for eBay Commences Next Phase of Guaranteed Delivery   eBay Commences Next Phase of Guaranteed Delivery

by: Silver Ice King This user has validated their user name.

Thu May 17 21:01:00 2018

@Mcposty

That is exactly what I think and have been saying.  So now buyers that click on that link will miss out on all the items that I have for sale at better prices than those which have 3 day delivery and my sales on here will decrease and so will sales overall in my category as buyers will go elsewhere to buy at the lower prices.

Perminate Link for eBay Commences Next Phase of Guaranteed Delivery   eBay Commences Next Phase of Guaranteed Delivery

by: pace306 This user has validated their user name.

Thu May 17 21:02:00 2018

Another dopey idea courtesy of the dopes in San Jose.

Truth be told - its not that dumb .... (theres that coercion again) ... DW and his merry crew of imbeciles have figured out a way to get sellers to provide PRIME level service for FREE (aka out its sellers pockets)!

Hes not as cool as Tony Soprano, but hes just as mean, nasty and THEFTastic .... what a nice man ... NOT.  

Perminate Link for eBay Commences Next Phase of Guaranteed Delivery   eBay Commences Next Phase of Guaranteed Delivery

This user has validated their user name. by: Ric

Thu May 17 21:09:34 2018

"eBay CEO Devin Wenig had demonstrated some impatience with sellers' pattern of reluctance to join newly launched programs....."

Mr Wenig is looking at data that clearly indicates many sellers disagree with the value of those newly launched programs yet he ignores that data and flounders on.

Ignoring he data he has observed is a clear indication he does not understand what sellers need.  Mr Wenig clearly wants to impose his own agenda, even if that means sellers fail.

His failure to comprehend the message his sellers  and are sending him combined with his continued disregard for data points he has obviously observed is directly related to eBay's failure to grow sales across the platform.

This is what happens when a CEO has neither experience with the company he is charged with directing and ignores the needs of his users.

It would seem that Mr Wenig is right on target with the predicted five year demise of his company.

Perminate Link for eBay Commences Next Phase of Guaranteed Delivery   eBay Commences Next Phase of Guaranteed Delivery

by: ebayout This user has validated their user name.

Thu May 17 21:12:58 2018

This program is lunacy itself. I'll explain, at least as far as golf clubs are concerned.
I sell single golf clubs. 95% have a 2 lb shipping weight, so they all go Priority Mail...the fastest/low cost way (forget FEDEX).
I ship same day or next day, so 99% get there in 2 days or 3 days after shipment.
I don't do GD, but I'm an unofficial club member.
All other club sellers are in the same boat...they have to use Priority or Fedex/UPS.
So, in effect, we all offer "3 day" shipping, albeit not guaranteed.
Comes the lunacy...when you hit the 3 day "Guarantee" toggle, you get ONLY those sellers who offer Express Mail or 2 Day Fedex, which cost FOUR TIMES more than PM...even though they're virtually in the 3 day window with their STANDARD shipping.
Wenig owes a lot of brokers some new shoes, if you get my drift.

Perminate Link for eBay Commences Next Phase of Guaranteed Delivery   eBay Commences Next Phase of Guaranteed Delivery

This user has validated their user name. by: Ina

Thu May 17 21:30:43 2018

Grumpwell, eBay states: "Delivery dates are calculated based on buyer location, item location, and listed carrier delivery times." So while your listings may be part of the GD program, they won't show as guaranteed delivery to every shopper, since it's based on their location in relation to you.  

Perminate Link for eBay Commences Next Phase of Guaranteed Delivery   eBay Commences Next Phase of Guaranteed Delivery

This user has validated their user name. by: iheartjacksparrow

Thu May 17 22:12:43 2018

Thank you, Ina. That was a better explanation than eBay's official release.

I sell a lot of my collectibles to Florida and New York, and the majority are mailed as a First Class Package. So if I were still selling on eBay, my best buyers would never see my items since the USPS delivery is generally four to five days from the West Coast.

I'm wondering if, besides trying to compete with Amazon, this is some new sales throttling technique that Devin has dreamed up.

Perminate Link for eBay Commences Next Phase of Guaranteed Delivery   eBay Commences Next Phase of Guaranteed Delivery

by: comments This user has validated their user name.

Thu May 17 23:15:33 2018

Well its not surprising that people are opting out after avoiding the program all together. I couldn't opt out fast enough!

This is yet another "pat on the back" policy for ebay that weaponizes the buyers against the sellers and encourages returns.

I would LOVE to offer guaranteed delivery!,,,,,,but not at the expense of the USPS high failure rate to delver on time. Since this policy will encourage my buyers to return items that are NOT time sensitive then I refuse to participate. If ebay wanted to give my buyers a shipping credit and protect me from bad feedback I would have been all in. BUT my returns are high enough without ebay enticing them by giving them a "its late click here to print a free return label". Returns are important and they do well to problem solve.........but I don't need ebay planting the seed! Buyers know how to return items without the need for a nudge.  

Perminate Link for eBay Commences Next Phase of Guaranteed Delivery   eBay Commences Next Phase of Guaranteed Delivery

This user has validated their user name. by: Marie

Fri May 18 01:42:52 2018

@grumpwell

Being eligible for the program as a seller is NOT the same thing as your listing being available for the program.  While Ebay has told you as a Seller you qualify, that is the first step.  The seller has to be qualified first.  Now it is your listings.  Some may qualify and others may not.

It is going to depend on what type of shipping you offer, what your handling time is and most importantly the location of the buyer that purchases your item.  If all that comes together to amount to about 3 days to delivery per Ebay, then that listing will qualify for the GD program.

Chances are that any listing you have marked as shipping media mail won't qualify for too many buyers as being part of the GD program.

Perminate Link for eBay Commences Next Phase of Guaranteed Delivery   eBay Commences Next Phase of Guaranteed Delivery

This user has validated their user name. by: Marie

Fri May 18 01:46:57 2018

@mcposty

It is a filter located on the left side of the search page where you find other filters.  And yes if your listing or listings are part of the GD program it will INCREASE your visibility IF the buyer uses the filter.

Perminate Link for eBay Commences Next Phase of Guaranteed Delivery   eBay Commences Next Phase of Guaranteed Delivery

This user has validated their user name. by: Rexford

Fri May 18 06:28:45 2018

Ric says "Mr Wenig clearly wants to impose his own agenda, even if that means sellers fail."

Yes, he is cut from the same cloth as  Donahoe.  He was severed from Thomson Reuters and he will be severed from eBay.

eBay seriously needs a VOC program (voice of the customer), and one that they do not manipulate. And I don't mean sending out a survey that they design to get the answers that THEY want.

I'm surprised that Wenig hasn't implemented surge pricing.  LOL

Perminate Link for eBay Commences Next Phase of Guaranteed Delivery   eBay Commences Next Phase of Guaranteed Delivery

by: Snapped This user has validated their user name.

Fri May 18 12:58:37 2018

Here's the smelly part of this GD program.

eBay is in full control of visibility.  But they won't make any guarantee's to their paying customers about it.

eBay is in control of payment processing, but won't guarantee a buyer won't be consistently allowed to renig on theirs.

eBay controls all their data processing and software products, yet can not guarantee their fidelity or liability.  This apparently extends to infect even it's latest GD program processes.

eBay does extend other guarantees daily, during many of their needlessly numerous CS contacts.  They will guarantee an issue is 'escalated'.  They will guarantee a status, report, violation, feedback, etc., will be promptly corrected.  They will guarantee a report of malfeasance, for which evidence is provided, and for which they state agreement, will be acted upon promptly.  They will guarantee a return call in set time frame.  

But there's no guarantee they will honor those guarantees, so they frequently don't, without accountability.  Without liability.

This is how they treat their paying customers, and how they back their own product and services.

And now, they seek to guarantee something they have absolutely NO GD control over to parties who are not their paying customers.  Complete with a 'no cost' claim akin to 'free shipping'.  As in, despite who eventually pulls the levers in the office of administration for transaction floats, who do you imagine will actually wind up paying for this?

It won't be eBay.  Guaranteed.



Perminate Link for eBay Commences Next Phase of Guaranteed Delivery   eBay Commences Next Phase of Guaranteed Delivery

This user has validated their user name. by: Marie

Fri May 18 14:29:20 2018

@snapped

What you explain is not any different from any other site like or similar to Ebay.  It most certainly can be concerning and disturbing at the same time.  There are really only two option to getting away from this type of behavior and that is to stop selling on all of these sites or create your own website.  Those aren't always viable options for many internet sellers for a variety of reasons.  

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