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Mon Aug 11 2014 18:48:33

eBay Advises Seller Not to Accommodate His Buyer

By: Reader

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Dear Ina,
I thought I would just pass along the communications that I had with a buyer today. Long story short - he purchased an item from me today and then requested that I hold the package for shipping until next Tuesday or Wednesday.

I called eBay to find out what to do about the defect that I would be hit with for not shipping the same day. They told me to contact the buyer and have them make arrangements to accept the package sooner than they requested. Really a poor poor poor policy.

I have only one other defect in the past 12 months and it is from a buyer that I refunded through PayPal directly after they told me that there package arrive broken open and missing the contents. I promptly refund their entire purchase and sent out a package that same day with a more expensive replacement item to keep them happy. I received a defect for trying to please the customer - eBay noted that my defect was due the item no longer being in stock or sold to someone else.

They sure do make it nearly impossible to provide excellent customer service without being punished for it.
Thanks for your continued great work,
Mike




Comments (22) | Permalink

Readers Comments

eBay Advises Seller Not to Accommodate His Buyer   eBay Advises Seller Not to Accommodate His Buyer

by: BargainzBabylon This user has validated their user name.

Mon Aug 11 20:02:04 2014

I have held packages for buyers with no bad consequences. All communication within eBay's ASQ system, with buyer's request.  Doing it once in a while will not affect anything, it's very unlikely that a buyer who makes this request will open an INR, and you will not get an automatic defect. They will probably come back and buy from you again, though.  

eBay Advises Seller Not to Accommodate His Buyer   eBay Advises Seller Not to Accommodate His Buyer

This user has validated their user name. by: Ric

Tue Aug 12 00:08:02 2014

Quote from the eBay management handbook....

1) First pi$$ off all the buyers
2) Second, blame the sellers
3) Repeat as necessary.

eBay Advises Seller Not to Accommodate His Buyer   eBay Advises Seller Not to Accommodate His Buyer

This user has validated their user name. by: Marie

Tue Aug 12 02:36:30 2014

Mike

You do NOT get a defect for shipping the following week as your buyer requested unless your buyer dings your DSRs.

When you refunded the buyer w/o doing a cancellation that creates a defect.  Or if you refund your buyer, file for a cancellation using the reason of "out of stock" or "Sold to another", that creates a defect.

So you did not have a defect in the beginning, you created one by the way you choose to handle the situation.

The only thing that would have happened if you did not ship the package the next business day is that IF your are TRS +, you would not get the 20% discount on the FVF.  Other than that, nothing would have happened to your account.

Please don't take me wrong, I don't agree with the Ebay policy, I'm just explaining the policy as it currently exists.

I've had problems as you have described.  What I've asked my buyers to do is notify their local PO that they want their mail held until they return or are otherwise available to receive mail.  Surprising how many people that are unaware of that service.

eBay Advises Seller Not to Accommodate His Buyer   eBay Advises Seller Not to Accommodate His Buyer

This user has validated their user name. by: Rexford

Tue Aug 12 06:42:54 2014

"What I've asked my buyers to do is notify their local PO that they want their mail held until they return or are otherwise available to receive mail.  Surprising how many people that are unaware of that service."

Marie, I actually think that is a good idea, but I'm guessing many buyers do not want to expend the energy to do that. Some will think that it will take a trip to their local post office (can't blame them for not wanting to do that) and others would not want to even think of calling USPS. I'm guessing many will think "why is this seller not willing to work with me". eBay just need to let sellers run their businesses and stop with these insane policies.

eBay Advises Seller Not to Accommodate His Buyer   eBay Advises Seller Not to Accommodate His Buyer

by: maxmad This user has validated their user name.

Tue Aug 12 07:06:38 2014

This is the problem with selling on ebay, rules that are so Wacko, so out of touch with reality, that make no sense, rules that only harm the good sellers with the bad.

So what if the buyer wants the item shipped later, no big deal, but it's a problem when ebay harms your business and sales for it.

Your dealing with people, and everyone has different needs, not every buyer is the same.

Ebay has already shot itself in the foot, and is aiming straight at the other one.

This company is currently run by complete idiots, that are driving ebay right into the ground,  

eBay Advises Seller Not to Accommodate His Buyer   eBay Advises Seller Not to Accommodate His Buyer

by: GypsyWitch This user has validated their user name.

Tue Aug 12 07:27:15 2014

OP: It's real simple - GET THE HELL AWAY FROM FEEBAY!!!!!

eBay Advises Seller Not to Accommodate His Buyer   eBay Advises Seller Not to Accommodate His Buyer

by: mbbn This user has validated their user name.

Tue Aug 12 07:37:10 2014

When this happens, I will promptly scan the tracking label which uploads to the system and then just ship later.

eBay Advises Seller Not to Accommodate His Buyer   eBay Advises Seller Not to Accommodate His Buyer

by: maxmad This user has validated their user name.

Tue Aug 12 07:38:31 2014

Since we have pulled a lot of products away from ebay, we have a whole new perspective of selling on ebay now, and that is ''we simply do not care anymore about Wacko ebay policies''

We are going to do what makes our customers happy, and that's how we have been successfully running our business, for many years.  

If the customer wants their item shipped 3 months later, that's when we will ship it, no issues, no problem, happy customer, repeat customer, period.

eBay Advises Seller Not to Accommodate His Buyer   eBay Advises Seller Not to Accommodate His Buyer

by: SparklyEyes7 This user has validated their user name.

Tue Aug 12 08:29:41 2014

You don't get a defect for shipping later than your stated policy.  What it does effect is your percentage of items shipped on time.  As long as you don't fall under their 90% threshold, you're fine.

eBay Advises Seller Not to Accommodate His Buyer   eBay Advises Seller Not to Accommodate His Buyer

by: BackInBlack This user has validated their user name.

Tue Aug 12 08:45:51 2014

@mbbn- Not sure what you mean by 'scan the tracking label' but if the label is printed through eBay/PalPal shipping or usps.com it *must* be shipped on the date shown on the label or can be refused by USPS. I'd probably try to simply use the 'mark as shipped' option, then upload the tracking on the day I actually ship, or maybe not at all on this one if shipping beyond my promised date (mine is one day).

eBay Advises Seller Not to Accommodate His Buyer   eBay Advises Seller Not to Accommodate His Buyer

This user has validated their user name. by: Basset

Tue Aug 12 09:01:02 2014

To add one more reason to Rexford's list - many people don't trust the PO to keep the information about being away  secure. Leading to theft or burglary. I can't remember how long ago I read about this, but it has happened. After catching the thief, the ''mail hold'' was given as the security breach.

Since then, I have hesitated to have my mail held. I go the trusted neighbor route.

eBay Advises Seller Not to Accommodate His Buyer   eBay Advises Seller Not to Accommodate His Buyer

by: BackInBlack This user has validated their user name.

Tue Aug 12 09:58:31 2014

Agree. I never do a 'mail hold' through USPS but have a neighbor pick it up at the house, and just let it stack up at the PO Box. I use the PO box for almost all online purchases unless they use UPS or FedEx, as it's far more secure. Too many packages stolen off porches at the house... and I'm in a 'good' neighborhood.

eBay Advises Seller Not to Accommodate His Buyer   eBay Advises Seller Not to Accommodate His Buyer

by: toyspast This user has validated their user name.

Tue Aug 12 10:34:03 2014

BackInBlack - that is incorrect. Most times if you send a package later then the date printed on the label, the post office won't even notice. But in this case, all that needs to be done by this seller is to print the label as you normally would, then hold it till the date the buyer asked it to be shipped. When you go into the post office, they can affix a zero label with that date on it. As Marie stated, you don't get a defect unless the buyer gives you a 1 rating which is highly unlikely since they asked you to delay shipping. It will only effect one or two parts of your shipping percentage which should not impact you at all.  

eBay Advises Seller Not to Accommodate His Buyer   eBay Advises Seller Not to Accommodate His Buyer

by: RCL This user has validated their user name.

Tue Aug 12 10:49:17 2014

At some point, seriously, eBay's overreaching policies may be viewed as restraints on trade or inteference with contracts. Very hard to get the sellers together though on anything.

eBay Advises Seller Not to Accommodate His Buyer   eBay Advises Seller Not to Accommodate His Buyer

by: BackInBlack This user has validated their user name.

Tue Aug 12 11:20:47 2014

@toyspast- Thanks for the info on zero date label. My local PO said it *must* match date printed on label AND origin ZIP code (I mail from two different post offices/ZIPs) or they will refuse it.

eBay Advises Seller Not to Accommodate His Buyer   eBay Advises Seller Not to Accommodate His Buyer

This user has validated their user name. by: Marie

Tue Aug 12 12:27:02 2014

What is a defect?

A defect occurs when any part of a transaction doesn't match what the seller described or promised in the listing.

A transaction has a defect when it has one or more of the following:
Detailed seller rating of 1, 2 or 3 for item as described
Detailed seller rating of 1 for shipping time
Negative or neutral Feedback
Return initiated for a reason that indicates the item was not as described
eBay Money Back Guarantee or PayPal Purchase Protection case  opened for an item not received or an item not as described
Transaction cancellation by the seller when the item was out of stock, or sold to another buyer

eBay Advises Seller Not to Accommodate His Buyer   eBay Advises Seller Not to Accommodate His Buyer

by: Abernathy This user has validated their user name.

Tue Aug 12 15:52:09 2014

@ Ric: you neglected to include the substeps in #2 in your quote from ''the eBay management handbook''. Including those steps, it reads like this:

1) First pi$$ off all the buyers
2) Second, blame the sellers
2a) Charge the sellers for all expenses related to eBay's heavy-handed and unnecessary interference
2b) Stamp the seller's data file and forehead with a large scarlet D
3) Repeat as necessary.

eBay Advises Seller Not to Accommodate His Buyer   eBay Advises Seller Not to Accommodate His Buyer

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

Tue Aug 12 16:14:04 2014

Do this! but don't do that! this may work if you delay that. but don't delay to long or this will happen. But ebay says its ok to do this without doing that,ONLY IF you want this to help do that. It's more than CLEAR as ice water ebay is a quagmire of BS and gets more ridiculous as each of their weekly changes to their site are. GEEZ All any of us wanted to do was sell,but that ship sailed long ago!

eBay Advises Seller Not to Accommodate His Buyer   eBay Advises Seller Not to Accommodate His Buyer

This user has validated their user name. by: LasVagueness

Tue Aug 12 18:17:49 2014

Why does eBay remind me so much of the IRS tax code? Soon we will have to fill out convoluted schedules to mail out a package.

eBay Advises Seller Not to Accommodate His Buyer   eBay Advises Seller Not to Accommodate His Buyer

This user has validated their user name. by: Marie

Tue Aug 12 20:10:19 2014

The seller could have done as the buyer asked if they wanted to.  It would NOT have hurt their account in any way.  The OP choose to refund the buyer and do what he did.  Ebay didn't have him do it.  The seller did it.

While Ebay does plenty of things wrong, this one was a mis-step by the seller NOT Ebay.  The seller just misunderstood the policy, thought he was fixing it but instead actually created a defect because of his actions.

If the OP and done what the buyer wanted, the ONLY thing that would have happened is the OP would lose the TRS Plus discount on the FVF if they are a TRS Plus seller.

Accomodating a buyer with delayed shipments will not hurt your account unless you are doing it on a regular basis.  Then it will hurt your verified tracking percentage vs handling time.

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