|Fri Nov 29 2013 22:49:27|
eBay Seller Losing Customers over Immediate Pay Requirement
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.
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."