EcommerceBytes Letters to the Editor Letters to the Editor
Your emails to EcommerceBytes
For consideration, send your email to ina@auctionbytes.com with "Letters to the Editor Blog" in the subject line! Remember to include your name as you would like it to appear in the blog.
Wed May 7 2014 07:24:52

Dilemma of Requested Shipment Delay and eBay Defects

By: Reader

Sponsored Link

Dear Ina,
Ran the Defect report - One cancellation is legit, but two of my cancellations (defects) are due to the following:

Buyer purchased two items, paid, then emailed to delay shipping for about a week until she returned home.

I contacted buyer and explained shipping dilemma, refunded payment since I could not ship the items in time frame required, and I held onto the items until she returned. I re-invoiced her from the "items sold" menu, and she re-paid the items when she was ready for them to ship. They shipped timely within stated period & she kept the items.

These items were NEVER cancelled through the resolution center and do not show up there as cancelled items. Perhaps eBay is counting refunds as a cancellation even when a transaction cancellation is not requested??? eBay got their fees from both items!!!

From what I can tell, it does not look like I got any defects for shipping delay - as there was NO delay from the re-payment date.

In the past, I simply would have just held the items for delayed shipment without any repercussion. Easy. Good customer service. So uncomplicated. So simple.

Currently / this Fall: If I had held the items I would have received two defects for the shipping delay. But the route I took seems to create two "cancellation" defects - even though the sale went through, the customer got her items, eBay got their money, and no transaction Cancellation was ever requested.

Any ideas?

At the very least, sellers should have a plan of what to do when buyers request a shipping delay. Then reach for a bottle (of aspirin).
Sign me,
Dazed and Confused




Comments (48) | Permalink

Readers Comments

Dilemma of Requested Shipment Delay and eBay Defec   Dilemma of Requested Shipment Delay and eBay Defec

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

Wed May 7 07:47:24 2014

Since the Defect Rates were designed and implemented to hasten the elimination of small sellers, this will continue probably long after many, many sellers have pointed this same (or a similar) "dilemma" out to eBay.

Dilemma of Requested Shipment Delay and eBay Defec   Dilemma of Requested Shipment Delay and eBay Defec

This user has validated their user name. by: Anonymous Annie

Wed May 7 07:54:18 2014

If this is an ongoing issue for a particular seller (or category), would it help for sellers to include an above-the-fold announcement stating ''PROMPT SHIPPING ONLY'' or ''NO DELAYED SHIPPING REQUESTS ACCEPTED'' ?

What a crazy venue it is that punishes sellers for accommodating buyers' special and ordinary requests.  

Dilemma of Requested Shipment Delay and eBay Defec   Dilemma of Requested Shipment Delay and eBay Defec

by: RCL This user has validated their user name.

Wed May 7 10:18:02 2014

Amen Annie. Punishing the best sellers is what eBay does best.

Dilemma of Requested Shipment Delay and eBay Defec   Dilemma of Requested Shipment Delay and eBay Defec

by: rudestar This user has validated their user name.

Wed May 7 10:21:59 2014

Buyer opens Item Not Recieved case due to old shipping address they failed to update.
I got to ship free twice, and two defects for my trouble. ebay would fix it but I'm at my limit of glitch fixes for the quarter.
It's all about taking away the TRS discounts.
When buyers make requests after payment its always ''sorry, item was shipped 5 minuets after payment recieved''

Dilemma of Requested Shipment Delay and eBay Defec   Dilemma of Requested Shipment Delay and eBay Defec

This user has validated their user name. by: Puck

Wed May 7 13:53:21 2014

I was nailed three times for honoring my entertainer customers' requests to hold shipping a week until they had returned home from touring.

Dilemma of Requested Shipment Delay and eBay Defec   Dilemma of Requested Shipment Delay and eBay Defec

This user has validated their user name. by: Ric

Wed May 7 13:57:15 2014

Annie asks " What a crazy venue it is that punishes sellers for accommodating buyers' special and ordinary requests.   "

Why... eBay of course.

eBay claims they are buyer centric, yet when buyers make reasonable requests such as delayed shipping, eBay provides no process to allow sellers to accommodate that reasonable request and instead penalizes the seller if they delay shipping as requested.

With vacation season fast approaching, this defect trap is going to negatively impact a lot of sellers which fits perfectly into eBay's plans for reducing the number of sellers that qualify for the 20% discount.

If eBay is truly interested in increasing buyer satisfaction, they would create and implement a system where by the buyer can request delayed shipping during checkout. Said process would reset the sellers shipping time frame without a defect as long as the item is shipped on the date specified by the buyer.

Does an MBA really have to set aside a thinking day to ponder the customer satisfaction advantages such a process would provide?

Then again, since the method to eBay's madness is the elimination of sellers from receiving discounts, eBay obviously believes this is one reasonable buyer satisfaction issue they will continue to ignore.

Dilemma of Requested Shipment Delay and eBay Defec   Dilemma of Requested Shipment Delay and eBay Defec

by: Mr. Me This user has validated their user name.

Wed May 7 13:59:38 2014

We  are all intelligent adults, and dont need to be micro-managed by mommy ebay.

Dilemma of Requested Shipment Delay and eBay Defec   Dilemma of Requested Shipment Delay and eBay Defec

by: Mr Mog This user has validated their user name.

Wed May 7 14:36:27 2014

We may be intelligent adults Mr. Me, it's just that ebay are not staffed by intelligent adults. Only people there have to do something to justify their jobs, hence the constant never ending changes.

Dilemma of Requested Shipment Delay and eBay Defec   Dilemma of Requested Shipment Delay and eBay Defec

This user has validated their user name. by: Basset

Wed May 7 14:53:52 2014

After I emailed Ina, the webinar occurred and seems to make it apparent that yes, indeed, refunds without a cancellation trail do cause a defect.


Doesn't matter that an action was taken in the name of good customer service, no cancellation requested, no delay in shipment with payment sitting in PayPal, seller got paid and was happy, buyer got items shipped when she wanted & left positive FB, eBay got their cut. All in all, this is GOOD - everyone's happy, right?  Right???

No dice! -  even though nothing remotely negative occurred, this transaction got two defects. Still cheekily sitting there to this day!


Oh, and let us not forget the buyer bought more than one item!
Multiple items - mon Dieu!  One defect for each item, vous idiot vendeur!


I believe Annie's suggestion is a good one - the day after I first viewed the two defects, I added wording similar to what she suggests to my listings AND to the instructions on the invoice.

Again, with this need for  ''defensive selling''!

Dilemma of Requested Shipment Delay and eBay Defec   Dilemma of Requested Shipment Delay and eBay Defec

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

Wed May 7 15:06:32 2014

eBay’s real problem is that it appears that their database programmers are simply incapable of creating a logical system; regardless, as long as eBay believes that the clunky system that they have does not directly harm their “preferred” sellers, all is well in the world as far as eBay is concerned; if one of those preferred sellers reports a “problem” you can bet that eBay would ensure that that seller would not be penalized in any way; but, for the remaining hoi polloi—no safe journey for you, no lifeboat, not even a buoyancy vest …

Regardless, I can assure you that Westfield does, at least, macro-manage its tenants in its malls; eBay has clearly stated that it is their intention to try to create such an online up-market mall for those same “major brands” of the world; any small–medium sized seller that thinks that there is ultimately going to be any place for them on Johnny Ho’s online “Westfield” mall is dreaming; of course, the same thing could be said of Johnny Ho’s plan—simply delusional …

In the meantime, probably everyone is suffering; notwithstanding the nonsense that the, probably incentivized, stock market analyst shills and the eBay Dept of Spin suggest, eBay’s shareholders have never seen a dividend—cash or otherwise; indeed, relative to the market in general, and in particular to Amazon, eBay’s shareholders are going backwards; only the Ho and his gang have been taking home piles of cash in the form of performance bonuses—literally unearned!

eBay Inc, where the incompetent mingle with the malevolent and the criminal … http://bit.ly/11F2eas

Dilemma of Requested Shipment Delay and eBay Defec   Dilemma of Requested Shipment Delay and eBay Defec

by: Scotty This user has validated their user name.

Wed May 7 15:41:09 2014

I have had many of the same situations as described ad nauseum by all.  9 out of 10 times the buyer has responded that they do not believe me!!  I have actually been accused of ''making these things up'' to not have to accommodate the buyer.  Many, many e-mails back and forth from customer as they simply cannot believe a seller would be penalized for this or that depending upon their ''outside the box'' request.  It generally ends when I send them a link to something on google that shows the seller discourse over trying to accommodate and being punished by ebay.  Their final note is usually something to the effect of ''why on earth would ebay do that''....yet most do not care if you get punished or get put out of business....they still want their request met!!
I guess you have to live in the land of Oz to see the Munchkins and Wicked Witches...

Dilemma of Requested Shipment Delay and eBay Defec   Dilemma of Requested Shipment Delay and eBay Defec

This user has validated their user name. by: Anonymous Annie

Wed May 7 16:15:43 2014

Perhaps eBay needs an incentive. eBay will only add features if it benefits EBAY (not the seller).

Perhaps, while checking out a customer could be presented with the following option...

''This seller offers delayed shipping up to 30 days after your payment has cleared. You may request delayed shipping for an additional fee of 50-cents.''

Dilemma of Requested Shipment Delay and eBay Defec   Dilemma of Requested Shipment Delay and eBay Defec

This user has validated their user name. by: Puck

Wed May 7 20:02:43 2014

''We may be intelligent adults Mr. Me, it's just that ebay are not staffed by intelligent adults.''

Book Title:

Women Are From Venus - eBay Management Is From Mars

Dilemma of Requested Shipment Delay and eBay Defec   Dilemma of Requested Shipment Delay and eBay Defec

This user has validated their user name. by: iheartjacksparrow

Wed May 7 21:02:28 2014

eBay assesses defects when seller provides exceptional customer service. Seller then adds policies to eliminate services which generate defects. Buyers become annoyed and frustrated with sellers' policies and look to other venues for their purchases. End result: eBay loses, eBay sellers lose.  

Dilemma of Requested Shipment Delay and eBay Defec   Dilemma of Requested Shipment Delay and eBay Defec

by: thebobman This user has validated their user name.

Wed May 7 22:59:18 2014

Or could add a note to the effect of "If you need delayed shipping, please wait to pay". And that 20% discount, they can shove it up their @$$. When all you had to do for top rated was have good feedback it was good, but forcing "no questions asked 14 day refunds" I *refuse* to suck the ebay $&%^ for $400/year

Dilemma of Requested Shipment Delay and eBay Defec   Dilemma of Requested Shipment Delay and eBay Defec

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

Wed May 7 23:34:26 2014

How come when a buyer requests a delay in shipping it's not a "buyer defect"?  Just wondering.

Dilemma of Requested Shipment Delay and eBay Defec   Dilemma of Requested Shipment Delay and eBay Defec

by: ConnecticutGal This user has validated their user name.

Wed May 7 23:38:21 2014

This has happened to me a couple of times in the past.  Going forward, what do you all think about:
1) asking the buyer not to pay until they are ready to have you ship (as long as you don't have the automatic dunning notices set up), or,
2) ship the item(s) to yourself, then "reship" to the client at the requested time.

Boy, these new rules and regulations are really becoming untenable insofar as running any sort of customer-oriented business.  I gave up on the 20% discount when refunds became 14 days.

BTW, I just noticed that my most recent DSR had a defect on 100% positive feedback.  I had sold 2 items to a buyer (2 different listings), combined the items in one box since they were small, charged the customer once for shipping, the tracking was automatically uploaded BUT, I didn't upload the tracking number to the second item.  Unfortunately, it is past 60 days and I cannot bring up the  transaction to add the tracking number.  Satisfied customer with fabulous written feedback. And a defect.  Go figure.  Except, that, a day later, this defect disappeared and I'm back at 100%/no defects.

Last, I complete less than 400 transactions per year and the new DSR scheme is supposed to look back a year but what is being shown is only 3 months worth of info.  It seems that, in August, magically, the look back period will expand and there will be additional "surprises" at that time despite my 100% positive feedback.  

Dilemma of Requested Shipment Delay and eBay Defec   Dilemma of Requested Shipment Delay and eBay Defec

by: Terry Gibbs This user has validated their user name.
Web Site

Thu May 8 00:03:34 2014

Why not print the shipping label in eBay and specify the shipping date to whatever the buyer wants and then set the box aside until the date?

I think in this situation, all eBay will be looking at is the fact that a label was printed.

Ebay ignores date of acceptance and date of delivery unless the buyer complains that it wasn't delivered.

I'm pretty sure I'm right here as my mailman scanned a bunch of packages one day as delivered rather than accepted, and the tracking was never updated again.

Dilemma of Requested Shipment Delay and eBay Defec   Dilemma of Requested Shipment Delay and eBay Defec

This user has validated their user name. by: Marie

Thu May 8 02:01:21 2014

If you fully refund a buyer for any reason, it's a defect.  Has nothing to do with if you filed for a cancellation.  Two completely separate things.  

For example:  Let's say you have a buyer contact you via email there is a problem with what they received.  You realize you made a mistake.  You tell the buyer to return for refund.  They do so, keep in mind no claim was ever opened.

You get the item back and you give the buyer a full refund.  The act of doing the full refund creates a defect.  

You then go an file for a cancellation so you can get your FVF back.  You check the reason that the buyer return the item.  Buyer agrees to the cancellation and all is well.  YOu get your FVF back.  And you will NOT get a defect for this.

Your one and only defect was because you worked well with your buyer and stepped up and took care of them by refunding them.  While your buyer is happy, Ebay sees you as defective.

Dilemma of Requested Shipment Delay and eBay Defec   Dilemma of Requested Shipment Delay and eBay Defec

This user has validated their user name. by: Marie

Thu May 8 02:04:00 2014

Oh by the way.  If you don't FULLY refund the buyer, in the little story I just posted, the defect doesn't happen.  So the trick is, DON'T fully refund them.

In a case like this, you would send your buyer money to cover the return shipment.  So reduce your refund by about a buck or so and add it to the other money you send to the buyer to cover return shipping.  You can just tell your buyer you made an error on the original refund, so you added the buck to the money you owed them.

No defect and everyone is happy.

Click to view more comments
1 2 3  [Next Page]


Login is required to post comments.
To sign in to leave a comment using your AB Verify User Name, fill in the form below. If you have not yet signed up for AB Verify, or if you'd like more information, go to the Registration Page
.

Login for AB Verify
Be sure and use your email address and password to log in.

 
Email:
Password:
 
 Forgot Your Password?
 Even though you are signed in with the AuctionBytes Blog, you will have to sign in to the EcommerceBytes blog. But you can sign in with your existing AB Verify info.