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Fri Nov 29 2013 22:49:27

eBay Seller Losing Customers over Immediate Pay Requirement

By: Reader

Sponsored Link

Dear Ina,
I had to write to someone and express growing frustrations with eBay. I am hoping others in similar situations can help one another or can encourage eBay to change and improve some features. My issues all stem from shipping.

First a little about me. I am a large volume sports card seller. I get 1-3 large (100,000-200,000 piece inventory) shipments each month of which I sell in sets, lots, and as single items. I can list anywhere from 2,500-10,000 items a month (except December). Most of my buyers are repeat and buy an average of 4 auctions at a time, but some up to 40 or more.

For over a year I have had trouble with bulk shipping, and use Paypal multilabel as it is fastest and most reliable for me, plus I can create new labels. It does not give the eBay discounts on priority/express mail, nor does it have as many options so I do still use eBay labels as well for those orders.

There have always been communication issues between eBay and PayPal when tracking is concerned, one will show shipped while the other won't at times which has caused me countless of duplicate shipments (since I sell qty of the same items often).

But this last month eBay had some major issues with multi-item orders, which I took to them and after weeks they have resolved it. But basically once a buyer paid for the entire order, some orders saw 1 to all of the items NOT show paid on eBay and sometimes this would occur days later, but for those that were instant, when a shipment manifest was printed and I shipped the order, some items were left off the list and out of the package, costing me countless hours of emails and $100s in shipping the missing items.

eBay did find the problem as apparently corrected last Friday; however, a new problem has arisen. Now once a multi-item order has been delivered, it then goes back in my summary on AWAITING SHIPMENT and shows unshipped, although tracking number is on each item still, so I must mark them all shipped again.

I mention all this other stuff only to say eBay takes in a lot of money. I pay eBay over $40,000 a year in fees and PayPal over $13,000, and I wish they could create a better, smoother system for all when it comes to shipping with all the money the sellers are bringing into the sites. I typically ship 200-800 items a day so accuracy is needed.

On to my last and biggest issue. With cart and immediate pay I am having some big issues, and buyers of course complain at the seller and not eBay, but because my buyers buy multiple items at one time to save on shipping due to me combining for a flat rate, the new system does not work with combined shipping.

I am getting many buyers that stopped buying altogether because eBay is charging shipping on each item, and then others that buy 2-50 items are being charged $3 each time, which I have to go in and refund, BUT all the while eBay is charging me % of that shipping charge the buyer paid and PayPal is taking yet another 30 cents for each payment.

That is absurd, and moreover eBay does not credit a seller back for partial refunds (nor does PayPal give you back the 30 cents). I have asked eBay about the partial credit and they say there is no easy way to do it.

There has got to be a better way to save the buyer and seller time and money without frustration, and not deepen eBay/Paypal with more fees as if we don't pay enough already. We need something to give. Sellers should be allowed to opt out of such features in certain categories.

This letter is more of a vent session, but I hope we can get something done by it as well. There have got to be better ways. Thanks for listening.
B.

From the Editor: EcommereBytes has written about some of these issues, see the following:

eBay's New Immediate Pay Policy Already Impacting Sellers (April 29)

New eBay Policy Skims Millions of Dollars in Fees (October 15)

What Is Your Experience with eBay's New Immediate Pay Policy? (November 7)

So we asked this reader, "Does calculated shipping described in the first link fix your most immediate problem? The reader said that unfortunately, combined or calculated shipping has not helped them. "For me 80% of my items are auction so it really does not happen unless fixed priced or best offer."




Comments (16) | Permalink

Readers Comments

eBay Seller Losing Customers over Immediate Pay Re   eBay Seller Losing Customers over Immediate Pay Re

This user has validated their user name. by: Marie

Sat Nov 30 02:50:25 2013

OP -- you write about so many different problems that I'm not sure how productive this thread will be for you.  With so many different problems it will be hard to stay on track and focused on trying to help you.  There is just way too much to comment on.  All of which are important.

In regards to tracking uploading.  It has been my experience that PP is 100% accurate about updating Ebay within moment of the information being loaded into PP either manually or via printing the shipping label.

On the other hand, when I've entered tracking into Ebay, there have been many times that I have found it did not update PP.

I NEVER depend on Ebay to show me what has shipped or not been shipped.  I don't trust their records for anything like this.  I track my own.  I've seen too many problems with their records.  So I just don't use them at all.  I use my own.  I need them for tax time anyways, so why not use them year round.

I too sell some stuff that encourage multiple purchases by the same buyer.  I gave up on the shipping calculator a LONG LONG time ago as it always has had issues from the beginning years ago and I flat out do not trust it.

As for shipping.  I you are looking for a way to easily tell what you have shipped and what hasn't, use PP.  Like I said before I keep my own sales records, but it is always nice to have something to compare it to.

eBay Seller Losing Customers over Immediate Pay Re   eBay Seller Losing Customers over Immediate Pay Re

by: Cyclestripper This user has validated their user name.

Sat Nov 30 12:50:51 2013

Ebay spells chaos.

So, is there a way to fix that? Not that I can see.

The only thing we, as sellers, can do is STOP buying commodity items on ebay and encourage everyone we know to do the same. Nothing from China. No light bulbs. No Best Buy or Home Depot or Target or anything that can be easily purchase elsewhere.

Note: This does NOT apply to sportcards.

IF we could discourage the trend ebay management is following by depressing sales enough, maybe things would change.

IF we do nothing, we get more of the same and ebay WILL kill what little business they let us have now.

Up to you.
I'm buying on Amazon or from the retailer's web site unless I absolutely can not find something other than on ebay.

I keep making the suggestion.

Maybe somebody will someday heed the warning.

Mike

eBay Seller Losing Customers over Immediate Pay Re   eBay Seller Losing Customers over Immediate Pay Re

This user has validated their user name. by: Marie

Sat Nov 30 13:00:15 2013

@cycles
Certainly what you explain is a problem for many sellers on Ebay.  But the Chinese sellers do not sell in every category and do not affect some sellers as much as they do other sellers.  I am NOT trying to minimize the importance of what you say.  I'm only saying that they are not responsible for everything that goes on with Ebay.

But Either way, they aren't responsible or have anything to do with the OPs issues.

eBay Seller Losing Customers over Immediate Pay Re   eBay Seller Losing Customers over Immediate Pay Re

This user has validated their user name. by: Philip Cohen
Web Site

Sat Nov 30 13:43:48 2013

Gee, how many times does it have to be said, if you are not one of eBay preferred sellers, eBay does not care about your business—eBay only cares about their FVF.

The fact that their programming code is so habitually “clunky” and the place is falling down around them seems not to worry them little; maybe the senior executives have decided that their lifeboats are as well provisioned as they are ever likely to be seeing as the marketplace remains relatively stagnant compared to Amazon and the eBay stock price is going nowhere; so, who knows …

Regardless, unless HAL is smart enough to correct his own code, I doubt that anything is likely to change any time soon; best anyone can hope for is to be “indefinitely suspended” (not from buying, of course); maybe then such “non-preferred” sellers will be encouraged to start working on their post eBay arrangements …

And what does the smart money on Wall Street think today? eBay ~$51; Amazon ~$394 …

eBay / PayPal / Donahoe: Dead Men Walking ... http://bit.ly/11F2eas

eBay Seller Losing Customers over Immediate Pay Re   eBay Seller Losing Customers over Immediate Pay Re

by: Truk This user has validated their user name.

Sun Dec 1 08:48:09 2013

We too have had these same issues
We called ebay on multiple shipping calculator issues from over charges to grossly under charging shipping
Many times when we send an invoice it won't show a local pick-up option also

Since Fedex was added as a option the shipping calculator only allow up to 70 lbs with Fedex choosen as a carrier so listing items heavier than 70 lbs UPS must be picked well we don't ship UPS but our listings over 70 pound specify UPS because you can't complete a list over 70 lbs using FEDEX

I have called our Fedex account rep they tell me this is an ebay issue Fedex has spoke to ebay and for almost year no fix

eBay Seller Losing Customers over Immediate Pay Re   eBay Seller Losing Customers over Immediate Pay Re

by: NetWatch This user has validated their user name.

Sun Dec 1 11:18:08 2013

Yet more aspects of the overall miasma into which ebay has deteriorated. Multiply this one seller's experiences by several thousand and one gets some perspective on the scope and degree of the chaos at ebay...

eBay Seller Losing Customers over Immediate Pay Re   eBay Seller Losing Customers over Immediate Pay Re

by: Steevo This user has validated their user name.

Sun Dec 1 16:19:19 2013

That ebay cart and shipping thing is supposed to work, if it doesn't you should be calling them to fix it. Course as you found with a big system like this you fix one problem and you get 5 more.  

The bigger problem on ebay is deadbeats who don't pay, not combining shipping.

I suspect ebay doesn't much care about combining shipping to save someone money, they make money on the shipping so they would rather it be high.  

They would also rather you use bundled free shipping and just stop bothering them about things they consider so unimportant.

eBay Seller Losing Customers over Immediate Pay Re   eBay Seller Losing Customers over Immediate Pay Re

This user has validated their user name. by: Captain Nemo

Sun Dec 1 19:49:17 2013

You're combining a lot of unrelated issues together so it's hard for anyone to address them.  

Are you using a 3rd party management system?  If not, you should consider it.

Not sure I even understand your shipping issue, but you should look real hard at the promotional shipping rates. That sounds like a solution.

Immediate payment is for BIN's, so I'm not sure how this relates to your auctions.

eBay Seller Losing Customers over Immediate Pay Re   eBay Seller Losing Customers over Immediate Pay Re

by: comet This user has validated their user name.

Mon Dec 2 00:11:11 2013

@CYCLESTRIPPER---

To "side track"  this a bit more---Well HE started it!!!!---

It is a great idea to NOT buy from any place where you disagree with their policies or the policies of the site offering these things.  And of course China and ebay are some of the WORST offenders here. I don't think most people would DISagree with you on this and I am pretty sure most of us here try to NOT buy Chinese crap.

However!  So many things we NEED come from there and NOWHERE ELSE these days that it is very hard to NOT buy something made in whole or part there.  

I noticed your screen name here--how many of the cycle parts--I am presuming you are referring to motorcycle parts here----are actually made in the USA for bikes that are promoted as being--Made In The USA?    

I don't ride a Harley but I DO ride a bike that was genuinely MADE IN THE USA---a Honda Valkyrie.  Many times we have been razzed by the Hardley Guys for riding what they derisevly call a "Rice Burner"---pretty sure if I put rice thru the tank it would be CHEAPER than gas but not so good for performance!!!!---but----

MY bike has a lovely label on the back that says--Made in USA Marysville Ohio.

And when  I have looked at parts and apparel and accessories FOR that OTHER brand Made In The USA bike---almost ALL of this stuff is--MADE IN CHINA.  Boots jackets T shirts parts add-ons jewelry helmets etc etc etc.  I have a hard time keeping my mouth shut when confronted with these guys as they seem blind to this.  I never noticed how MUCH of this stuff WAS Made In CHINA until I was looking for boots and saw any number of Hardley branded items that were--MADE IN CHINA!!!!   How can they DEFEND this!  

So tell me--HOW do we accomplish this "No Items Made In China"  agenda?  I am all for it but hard to follow this.  Should we boycott this stuff?  Surely.  

How to do this and still get the things we need--many of which are NO LONGER MADE HERE IN THE USA----that is the question.  



 

eBay Seller Losing Customers over Immediate Pay Re   eBay Seller Losing Customers over Immediate Pay Re

by: trader_chris This user has validated their user name.
Web Site

Mon Dec 2 00:25:54 2013

I've never used eBay directly for either my listings or generating my shipping labels. This seems to have kept problems to a minimum and my system works fairly well for me (alas, I sell much smaller volumes, but it couldn't hurt to suggest...)

I use a third party eBay template program called GarageSale (just for Macs). I can create a template with a ton of custom options, then duplicate it very quickly for multiple listings. When I'm done with a batch, I simply schedule the auction, and upload it to eBay in advance. If there are any problems with a listing, eBay will reject the specific listing(s), then I make a quick correction, upload it again, and wait for it to go live (mostly Sunday night). It works well 99% of the time.

The other service that I HIGHLY recommend to anyone that ships in volume / worldwide is www.shipstation.com , which provides different shipping tiers (depending upon volume) for eBay, Amazon, Etsy, etc., sellers and greatly streamlines a lot of the process. Basically, it will pull paid orders from eBay/Paypal hourly (or sooner, if refreshed manually). You simply verify the weight / shipping service (automatically filled in), and move onto the next customer. You can customize the packing slips, set automatic rules (i.e. items that sell over $250 need to have signature delivery), purchase 3rd party insurance, track top buyers, and a myriad of other things. It will automatically send the tracking info to both eBay and the buyer. It's a fantastic program and worth looking into.

The only problems that I've experienced with it is that sometimes, the shipping calculator does not factor in size restrictions for USPS Priority Mail International packages (so I have given a few people quotes and then found out after it's sold that I can't actually ship Priority Mail to them. I've complained a few times without the problem being fixed to my knowledge). And while I have both my UPS and FEDEX account fed into my Shipstation account, I find that I get better FEDEX rates generating the labels directly through eBay instead of my business account.

If you have any questions about either, please shoot me an e-mail. Hope this helps!

Trader Chris

eBay Seller Losing Customers over Immediate Pay Re   eBay Seller Losing Customers over Immediate Pay Re

by: spinner This user has validated their user name.

Mon Dec 2 00:57:39 2013

I have been complaining about this very thing for years. It falls on deaf ears. It was planned this way so that paypal would get a hit on each item. Its sad to see eBay and Paypal nickel and diming to make a buck off their sellers. this weekend I have just over $12 in sales on Ebay and on Etsy for the very same stock....$246  Ebay, you have a problem

eBay Seller Losing Customers over Immediate Pay Re   eBay Seller Losing Customers over Immediate Pay Re

by: BackInBlack This user has validated their user name.

Tue Dec 3 00:24:40 2013

I frequently buy multiple items from the same seller for combined shipping, and in recent weeks, have been told by several that they cannot adjust the invoices anymore; instead they have just had to refund part of the shipping charges.  In one case, the items wouldn't even combine into one payment, requiring two PayPal payments... and two 30¢ PayPal 'swipe' fees (as in them 'swiping' our money!)  I'm a little slow sometimes, but after reading this thread just realized that this was probably a calculated move on their part to increase their income from fees.

eBay Seller Losing Customers over Immediate Pay Re   eBay Seller Losing Customers over Immediate Pay Re

by: thomaszr This user has validated their user name.
Web Site

Tue Dec 3 23:32:53 2013

I hate it when a buyer pays a double individual item shipping amount instead of a combined/discounted invoice because of this new program.  If I issue a refund to send a new combined one, FEebay/paypal makes money.  If I send them a refund via paypal, FEebay/paypal also makes money based on the original incorrect price paid.  If the buyer does not pay the new combined/discounted invoice after I issued a refund (to save the buyer money) and the buyer does not make a new payment, I can NOT open a non-payment case because FEebay looks at like I was paid once already and it is my fault for issuing the refund...  

eBay Seller Losing Customers over Immediate Pay Re   eBay Seller Losing Customers over Immediate Pay Re

by: brentandbecca This user has validated their user name.

Wed Dec 4 02:42:14 2013

@Marie
Thanks for the reply. i know it is a lot and goes all over the place and I apologize. I did not originally know this would be posted as I simply wanted to talk to someone other than eBay folks. I was not looking for answers as there aren't really any good ones. I work with eBay at times and do lots of beta testings for them and have at least weekly communication with someone at eBay including category and code managers. I just get fed up. My business is no more important than any others, but with the fees they make off me alone with my over a half a million in sales each year I would hope they could get some things right especially when feedback is given while being beta tested.  There have always been shipping issues, but lately they compounded and one problem led to another led to a fix led to another problem. The cart thing doe snot work for eBay like say an amazon, especially not when someone like me does both fixed priced and auction, but anyway was just venting. Also as to your PP shipping suggestion, that is what I use and agree with you about it upload accurately and quick, yet eBay found a way to screw that up the past month and that was what i first mentioned and helped them on. The problem was it was telling buyers they had not paid when they had, and was not even uploading it into my PP shipping or eBay shipping. Then once that was fixed 3-4 weeks later, after delivery eBay was showing orders unshipped, not PP, but you still have to mark shipped on eBay. Oh well, issue after issue and more $ for eBay/PP and more out of our pockets.

@Nemo---it relates to my auctions because my buyers were buying 10 fixed priced and paying all separately then having 10 auctions won same night and paying that separately...there is no way for them to add the auctions to the cart with the BIN they want not unless they are willing to wait and have it be sold to someone else. Also, I use promotional shipping, have for years. I like it, but does not help in the cart/BIN situations when they are hitting BIN and not using cart. What we need is for eBay to actually educate our buyers rather than us always having to do so AFTER the fact.

 

eBay Seller Losing Customers over Immediate Pay Re   eBay Seller Losing Customers over Immediate Pay Re

by: bobll This user has validated their user name.

Thu Nov 17 18:07:31 2016

your acct.has to be perfect.they will suspended it.then shipping charges too high.

eBay Seller Losing Customers over Immediate Pay Re   eBay Seller Losing Customers over Immediate Pay Re

by: bobll This user has validated their user name.

Thu Nov 17 18:08:18 2016

sellers are not combined the shipping.



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